Interpersonal skills

Communication & Interpersonal Skills

Jamshed Khan

QAU Islamabad Pakistan

Effective Communication: What is It?

“What you heard is NOT what I said!”

It’s the Way You Say It!Change your tone and you change your meaning:

Placement Of The Emphasis What It Means

•Why don’t I take you to dinner tonight? I was going to take someone else.

•Why don’t I take you to dinner tonight? Instead of the guy you were going with.

•Why don’t I take you to dinner tonight? I’m trying to find a reason why I shouldn’t take you.

•Why don’t I take you to dinner tonight? Do you have a problem with me?

•Why don’t I take you to dinner tonight? Instead of going on your own.

•Why don’t I take you to dinner tonight? Instead of lunch tomorrow.

•Why don’t I take you to dinner tonight? Not tomorrow night.

Effective Communication: What is It?

Effective communication may be defined as:

• Using language that is appropriate to others' levels of understanding.

• Making sure others receive the information or knowledge intended.

• Developing relationships with others.

• Talking with others in a way that facilitates openness, honesty and cooperation.

• Providing feedback.

What are interpersonal communication skills?

Interpersonal Communication

Oral Communication– Advantages: Speed and feedback– Disadvantage: Distortion of the message

Written Communication– Advantages: Tangible and verifiable– Disadvantages: Time-consuming and lacks feedback

Nonverbal Communication– Advantages: Supports other communications and provides

observable expression of emotions and feelings– Disadvantage: Misperception of body language or gestures

can influence receiver’s interpretation of message

Nonverbal Communication

Body Movement– Unconscious motions that provide meaning– Shows extent of interest in another and relative

perceived status differences Intonations and Voice Emphasis

– The way something is said can change meaning Facial Expressions

– Show emotion Physical Distance between Sender and Receiver

– Depends on cultural norms– Can express interest or status

The Grapevine

Three Main Grapevine Characteristics:1. Informal, not controlled by management2. Perceived by most employees as being more believable

and reliable than formal communications3. Largely used to serve the self-interests of those who use it

Results from:– Desire for information about important situations– Ambiguous conditions– Conditions that cause anxiety

Insightful to managers Serves employee’s social needs

Interpersonal Relationships

social associations

connections

affiliations

between two or more people

Interpersonal Skills

listening

questioning

language &

communication

using

feedback

conflict handling

Essential IP Competencies

Self awareness Control Motivation Acknowledging the interests of

subordinates Communication skills

Developing IP Skills

Developing Assertiveness Accepting Responsibility Managing Conflicts

–Avoiding–Accommodating–Competing/Forcing–Collaborating–Compromising

Interpersonal Skills

Diversity empowers people Get the best from each employee Value differences Teams better than groups Team mission Diversity fills gaps in capabilities

Good interpersonal skills

Interpersonal competence

The Communication Process

MESSAGEFEEDBACK

SENDER RECEIVER

The Communication Process

Communication Styles


Style Strengths


Style Weaknesses


How Do You Interact?

Clarity Expression

Pace Listening

Key Communication Skills

What Is Quality Communication?

Communication is influenced by

Age Gender Culture Education Change according to context and over time

•Tell me - and I forget

•Show me - and I remember

•Let me take part and I will understand

•Tell me - and I forget

•Show me - and I remember

•Let me take part and I will understand

What is Conflict?

Conflict occurs in situations in which there is opposition. Opposition occurs when a solution cannot be found in a disagreement.

Conflict is a disagreement through which the parties involved perceive a threat to their needs, well-being, interests or concerns.

Perceive a threat can be physical, emotional, power, status, intellectual, etc.

Conflict is healthy and a normal part of any human relationship.

Resolving Conflict Is An Art Of Communication

Use interpersonal communication skills

How do I handle/prevent/reduce conflicts?

Managing Conflict

Like stress, conflict in the workplace can be productive or counterproductive. Managing conflict requires:

Understanding

Skill

Knowledge

Experience

Conflict and Negotiation

Negotiation is the process of working with the parties of a conflict to find a resolution. It requires a willingness to work together. The key is clear communication. There are four basic skills in the communication process:

Listening

Reading

Speaking

Writing


The first step in negotiation is defining as clearly as possible the problem as each person sees it. Placing blame should be avoided because it puts people on the defensive.

Listening is an active process in which all of your attention is focused on the speaker. Try to empathize with the person who is speaking. Empathy is an understanding of a person’s situation or frame of mind.


Six simple techniques for negotiating conflict resolution can be helpful:

Show respect

Recognize and define the problem

Seek a variety of solutions

Collaborate

Be reliable

Preserve the relationship


The problem is solved only when both sides reach a common understanding and agreement about what actions are to be

taken.

Emotional Intelligence...

•Self awareness •Self regulation

•Motivation

•Empathy

•Social skills

Barriers to Communication

1. Lack of Sensitivity to Receiver

2. Lack of Basic Communication Skills

3. Insufficient Knowledge of the Subject

4. Information Overload

5. Emotional Interference

6. Conflicting Message

7. Channel Barriers

Barriers to Communication

1. Lack of Interest

2. Lack of Knowledge

3. Lack of Communication Skills

4. Emotional Distractions

5. Physical Distractions

6. No Provision for Feedback

7. Inadequate Feedback

Using Simple Language?

In Summary…

1. Effective communication occurs when there is shared meaning between sender and receiver.

2. Communication Process involves a sender, receiver, message and feedback.

3. Communication Styles include a measure of assertive and expressive modes.

4. Communication Skills plays around the elements of clarity, expression, pace and listening.

5. Barriers to Communication occurs when the communication process comprising the elements are interrupted.

CONCLUSION

If you have effective interpersonal communication skills, you have

Appropriate assertion skills Active listening skills The ability to accept criticism Respect for the face and dignity of the other person

“Our lives begin to end the day we

become silent about things that matter.”

Dr. Martin Luther King

Documents

Interpersonal skills