Introducing the Basic Concepts

Fabio de Assis

Interpersonal Interpersonal SkillsSkillsInterpersonal Interpersonal SkillsSkills

"Interpersonal skills" refers topmental and communicativealgorithms applied during socialcommunications and interactions in

People’s Interactioncommunications and interactions inorder to reach certain effects orresults. The term "interpersonalskills" is used often in business

Communication Skillsskills is used often in businesscontexts to refer to the measure of aperson's ability to operate withinb i i ti th h

• Interviewing• Counselling

l h ff blbusiness organizations throughsocial communication andinteractions.

• Dealing with staff problems• Leading Discussions

Basic Elements of CommunicationBasic Elements of CommunicationBasic Elements of CommunicationBasic Elements of Communication

The process of communicationpinvolves four basic elements.

Sender: person who sendsinformation.

Receiver: person who receives thepinformation sent.

Message: content of informationt b dsent by sender.

Feedback: response from receiver.

Communication ChannelsCommunication ChannelsCommunication ChannelsCommunication Channels

Communication channels are themedium chosen to convey themessage from sender to receiver. Verbal Non‐

VerbalDirect channels: those that areobvious, and can be easily recognizedb th i

Written / k

Body by the receiver.

Indirect channels: those channels that

Spoken Language

are usually recognized subliminally orsubconsciously by the receiver, andnot under direct control of the sender.

Colour Soundnot under direct control of the sender.

Types of Interpersonal CommunicationTypes of Interpersonal CommunicationTypes of Interpersonal CommunicationTypes of Interpersonal Communication

Interpersonal Communication isbdi id d i t tsubdivided into 3 types:

Dyadic Communication: method ofcommunication that only involves two Qty of people involvedcommunication that only involves twopeople such as a telephone conversation oreven a set of letters.

Public Speaking: is the process ofki f l i

Medium

speaking to a group of people in astructured, deliberate manner intended toinform, influence, or entertain thelisteners.

Message / Information

Small Groups Communication: refers tothe nature of communication that occurs ingroups that are between 2 and 12individuals.

How the message is delivered

Body LanguageBody LanguageBody LanguageBody Language

Body language is the most primitivey g g pform of communication.

Facial Expressions

Also known as non‐verbalcommunication, it’s often moreefficient than spoken language, by Body Movementsshowing the true meaning of whatwe speak.

y

May be deceiving, very much used inBusiness and Political affairs.

Hand Gestures

Facial Expressions and  their MeaningsFacial Expressions and  their MeaningsFacial Expressions and  their MeaningsFacial Expressions and  their Meanings

Pouting with the lower lip: Worry orNervousness

Pursed lips or pouting: Annoyance orIrritation

Sucking of lips: Puzzlement

Curled Lip: Dislike or Distaste

K itt d B P l tKnitted Brows: Puzzlement

Pulling a face: Indifference orAnnoyance

Raised Eyebrows: Surprise orDisagreement

One Raised Eyebrow:Displeasure

(Burton:1996:10) Source:Google Images

Body MovementBody MovementBody MovementBody Movement

Movement Meaning

Leaning forwardsslightly towards the

You’re listening andpaying attention toslightly towards the

personpaying attention towhat is being said

Nodding occasionally PayingAttention

Leaning back withLeaning back withyour head resting onthe back of your chair

You’re not interestedin what is being said

Fidgeting MovementsYou’re irritating the

Source:Google Images

Fidgeting Movementsother person

Hand GesturesHand GesturesHand GesturesHand Gestures

Gestures Meaning

Open HandsDemonstrate warmth,confidence and interest

pconfidence and interest

Nervous Movementslike fiddling withobjects, doodling, Irritatingplaying with yourhair

Source:Google Images

Eye ContactEye ContactEye ContactEye Contact

Contact Meaning

d h l

Direct eye contact

Depends on the culturein question, varyingfrom confidence andrespect (low powerd )distance) to extremedisrespectfulness (highpower distance)

Source:Google ImagesEye contact avoidance

Once again depends oneach culture, showingrespect, fear, shynessand so on.

Spoken CommunicationSpoken CommunicationSpoken CommunicationSpoken Communication

In order to communicate effectively,L

ythe Spoken Language fills the gapleft by the Body Language, whichisn’t able to transmit the whole

Language

isn t able to transmit the wholemeaning of ours thoughts to theothers.

H h l li i

Clarity

Humans are the only living creatureswho are able to communicate in avery complex level. We’ve been

Listening

doing and improving this forthousands of years. Understanding

ApproachingApproachingApproachingApproaching

In order to approach people, it’spp p pimportant to be aware of thecircumstances.

Different Circumstances

Some people like to be approachedstraight up and others must feel Demandcomfortable with the environmentprior to being approached.

Different Approaches

Analysing the circumstance is thekey factor for the right approaching.

pp

ListeningListeningListeningListening

The most important communication Person’s 1 Action Person’s 2 Actionpskill of all.

Speak Listen

Continue to Speak EvaluateEnables the receiver to fullyunderstand the situation, givingenormous advantage to the good

Continue to Speak Form an opinion

Continue to Speak Plan reply

listener.

It’ l t l

Continue to Speak Rehearse reply

Wait for a gap to It’s a complex mental process, asshown on the right side.

Continue to Speakg p

speak and keep on listening

Presentation SkillsPresentation SkillsPresentation SkillsPresentation Skills

Presenting effectively is aboutg yselling the idea to the public.

The rep tation of Managers maThe reputation of Managers maydepend on how good theirPresentation Skills are.

Crucial decision can be made basedon formal presentations.on formal presentations.

Presentation Skills are easily judgedb h bl dby the public. (Rees andPorter:2001:176)

Presentation ChecklistPresentation ChecklistPresentation ChecklistPresentation Checklist

Clarity of Expression and choice ofl

ClarifyObjectiveslanguage

EyeContact and Body Language

Volume of Information

Identify the target audiencePrior publicityGeographical and Acousticarrangements

Use of Humour

Pitch and variety of voices

Use of examples

arrangementsStructureWill the opening attract interest?Involvement of colleagues and Use of examples

Rehearsal

Opportunity for feedback

B k t d f f th

gaudienceMotivation and comprehension ofthe audienceTiming pace and duration Back‐up notes and source of further

information

Evaluation of Presentation

M difi i f h f

Timing, pace and durationTimeControlBeware of reading from notesVisual Aids

Modifications for the future(Rees and Porter:2001:176‐177)

Tools for  Helping Balancing the SkillsTools for  Helping Balancing the SkillsTools for  Helping Balancing the SkillsTools for  Helping Balancing the Skills

The most known and applied tools for thisJ h i d N h iWi dmatter are Johari and NohariWindows.

The Johari window model focuses on thebalance of interpersonal communicationbalance of interpersonal communication.Interpersonal communication encompasses:

Speech, Nonverbal communication,p , ,Unconscious communication, summarizing,paraphrasing, listening, questioning,Initiating,Turn‐taking

The Nohari Window is the inversion of theJohari window, and is a collection of negativepersonality traits instead of positive.

Johari WindowJohari WindowJohari WindowJohari Window

A Johari window is a metaphorical toold b J h L f d Hcreated by Joseph Luft and Harry

Ingham in 1955 in the United States,used to help people better understandtheir interpersonal communicationpand relationships. It is used primarily inself‐help groups and corporatesettings as a heuristic exercise.

When performing the exercise, thesubject is given a list of 55 adjectivesand picks five or six that they feelp ydescribe their own personality. Peersof the subject are then given the samelist, and each pick five or six adjectivesthat describe the subject Thesethat describe the subject. Theseadjectives are then mapped onto agrid.

Quadrants Quadrants ‐‐Johari Window (cont )Johari Window (cont )

Adj ti th t t l t d bAdj i l d b b h h

Quadrants Quadrants  Johari Window (cont.)Johari Window (cont.)

Adjectives that are not selected bythe participant but only by theirpeers are placed into the Blind Spotquadrant. These representinformation of which theparticipant is not aware, but others

Adjectives selected by both theparticipant and his or her peers areplaced into the Arena quadrant.This quadrant represents traits ofthe participant of which both they

are, and they can decide whetherand how to inform the individualabout these "blind spots“.

p p yand their peers are aware.

Adjectives selected only by theparticipant, but not by any of theirpeers, are placed into the Façadequadrant, representing informationb t th ti i t f hi h th i

Adjectives which were not selectedby either the participant or theirpeers remain in the Unknownquadrant, representing theparticipant's behaviors or motiveshi h t i d babout the participant of which their

peers are unaware. It is then up tothe participant whether or not todisclose this information.

which were not recognized byanyone participating. This may bebecause they do not apply, orbecause there is collectiveignorance of the existence of thattrait.

Johari Window Adjectives ListJohari Window Adjectives ListJohari Window Adjectives ListJohari Window Adjectives List

Able Dependable Intelligent Patient Sensible

Accepting Dignified Introverted Powerful Sentimental

Adaptable Energetic Kind Proud Shy

Bold Extroverted Knowledgeable Quiet Silly

Brave Friendly Logical Reflective Spontaneous

C l Gi i L i R l d S th tiCalm Giving Loving Relaxed Sympathetic

Caring Happy Mature Religious Tense

Cheerful Helpful Modest Responsive Trustworthyp p y

Clever Idealistic Nervous Searching Warm

Complex Independent Observant Self‐assertive Wise

Confident Ingenious Organized Self‐conscious Witty

How does this affect  the Manager?How does this affect  the Manager?How does this affect  the Manager?How does this affect  the Manager?

The more developed theM ’ I t l killManager’s Interpersonal skillsare, the easier it’ll be to deal withproblems within the company,such as managing conflict andg gleadership.

Managers with developed

Performance

g pInterpersonal Skills such asinterviewing, counselling andleading are more capable tomotivating and leading their staff

Healthy Interaction

motivating and leading their staffto meet the demands of thebusiness. (Burton &Burton:1994:01)

Manager w/ Developed 

Interpersonal Skills

Motivated and Goal 

Orientated StaffSkills Staff

SummarizingSummarizingSummarizingSummarizing

Interactionte act o

Verbal Communication

Other Skills

Interpersonal Interpersonal Skills

Body LanguageListening

PresentationApproaching

ExtrasExtrasExtrasExtras

Websites: Books:

Online Johari Window Tool availableat http://kevan org/johari

BURTON, J. (1995). Interpersonalskills for travel and tourism Londonat http://kevan.org/johari

Online Nohari Window Tool availableh //k / h i

skills for travel and tourism. London,Longman Scientific &Technical.

REES W D ( ) Th kill fat http://kevan.org/nohari

Complete Fabio’s Johari Window at

REES, W. D. (2001). The skills ofmanagement. London, ThomsonLearning.

phttp://kevan.org/johari?name=Assis

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