Interpersonal Communication Skills For Agricultural Extension Agents

Extension Bulletin No. 202

2012

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ACKNOWLEDGEMENT

The materials used for this bulletin has been compiled from publications of various media specialists. The authors of this bulletin are grateful to these media specialists. Finally the authors express their deep appreciation to the management of National Agricultural Extension and Research Liaison Services (NAERLS) for sponsoring the production of this bulletin.

Abdul-Aziz Haruna, Ahmed Abubakar & A.U .Kuyello

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TABLE OF CONTENTS

Acknowledgements ………………………….. ii

Table of contents …………………………………iii

1.0 Introduction …………………………… 1

2.0 Skills for effective Interpersonal

Communication............................................ 2

3.0 Building Effective Group/Public

Communication Skills: Self Assessment…. 44.0 Enhancing Group/Public Presentation

Skills with Visual Aids……......................... 85.0 Self Assessment for Group/Public presentation

with Visual Aid…........................................ 10

6.0 Barriers to effective Communication.......... 12

7.0 Overcoming Communication Barriers…..... 12

Summary/Conclusion…….... ............................... 13

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1.0 IntroductionInterpersonal communication is defined as a face-to-face interaction between two or more people. Interpersonal communication makes communication much easier and feedback is often rapid, especially in a face-to-face situation Interpersonal communication skills are learned behaviours that can be improved through knowledge sharing, practice, feedback, and reflection. The primary skills are reading, writing, listening and speaking. These skills enable informant to share information, ideas and feelings and to transfer knowledge. Interpersonal communication offers the advantage of sending and receiving feedback immediately in which it turn to stimulates behavioural change and boost communication interaction between extension agents and the farmers. In agricultural communication, when extension agents visit farmers, interact with them and introduce whatever innovations they have brought, they are engaged in interpersonal communication. However, the farmer can ask questions, make remarks and even display non-verbal communication moves by shaking or nodding the head which the extension agent can pick up and deal with immediately. Interpersonal communication has the following advantages: it is more personal and involving, message dissemination is fast with little possibility of channel failure, it is less expensive than mass communication and it is easy to monitor the message content. Therefore, without effective communication skill the agricultural extension agents may not make appreciable impact on agricultural development.Moreover, there are different types of Interpersonal Communication e.g. one-on-one conversation, telephone conversation, face-to-face interview or discussion, group communication and public speaking. This bulletin focuses on the required skills needed for ‘Group/Public

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Communication at Interpersonal communication level by extension workers as well as farmers.

2.0 Skills Needed For Effective Interpersonal Communication 2.1 Know what communication really is. An extension agent/personnel need to know that; Communication is the process of transferring signals/messages between a sender and a receiver through various methods (written words, nonverbal cues, spoken words). It is also the mechanism we use to establish and modify relationships.

2.2 Manifest constructive attitudes and beliefs. Extension agent/personnel should have it at the back of your mind that, the attitudes you bring to communication will have a huge impact on the way you compose yourself and interact with others. Therefore, choose to be honest, patient, optimistic, sincere, respectful, and accepting others. Be sensitive to other people's feelings, and believe in others' competence.

2.3 Make eye contact. Whether you are speaking or listening, looking into the eyes of the person with whom you are conversing can make the interaction more successful. Eye contact conveys interest, and encourages your partner to be interested in you in return. In less intimate settings, when giving a speech or when in front of several people, holding the eyes of different members of your audience can personalize what you are saying and maintain attention.

2.4 Be aware of what your body is saying Body language can say so much more than a mouthful of

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words. An open stance with arms relaxed at your sides tells anyone around you that you are approachable and open to hearing what they have to say. Arms crossed and shoulders hunched, on the other hand, suggest lack of interest in conversation or unwillingness to communicate. Often, communication can be stopped before it starts by body language as it tells people you do not want to talk. Appropriate posture and an approachable stance can make even difficult conversations flow more smoothly.

2.5 Have courage to say what you think Be confident in knowing that you can make worthwhile contributions to conversation. Take time each day to be aware of your opinions and feelings so you can adequately convey them to others. Individuals who are hesitant to speak because they do not feel their input would be worthwhile need not fear; what is important or worthwhile to one person may not be to another and may be more so to someone else. In a world so big, someone is bound to agree with you, or to open your eyes to an even deeper perspective. The courage to say what you think can afford you the opportunity to learn more than you knew before.

2.6 Speak clearly enough to be heard When you are saying what you think, have the confidence to say it so as to be heard. An appropriate tone and volume can inform listeners that you mean what you say, you have thought about what you are saying, and what you are saying is worth hearing. Using proper inflection helps ensure that your listeners hear exactly what you are saying, and reduces possibilities for misunderstanding.

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2.7 Practice Developing advanced communication skills begins with simple interactions. Communication skills can be practised every day in settings that range from the more social to the more professional. New skills take time to refine, but each time you use your communication skills you open yourself to opportunities and future partnerships.

2.8 Develop effective listening skills Not only should one be able to speak effectively, one must listen to the other person's words and engage in communication on what the other person is speaking about. Avoid the impulse to listen only for the end of their sentence so that you can blurt out the ideas or memories that come to your mind while the other person is speaking. However, to adopt good interpersonal communication skills in group/public communication, there is the need to make self assessment as discussed below.

3.0 Building effective group/public communication skills:

3.1. Self-assessmentI. First note that conversations should be a balanced

two-way flow of dialogue.II. It is good to initiate the introduction and introduce

yourself with a handshake and a smile. If shaking hands is difficult, a quick head nod is a good substitute. Initiating the introduction with a smile and handshake (or head nod) builds durable good relationship.

III. It is also good to initiate conversations with small talk. Topics to warm-up the conversation might

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include a chat about the weather interest, or commendation about the current farming activity.

IV. It is good to call farmers by name whenever possible. It makes a good lasting impression and makes them feel important and special.

V. Regular use of courtesy words and phrases is important to show politeness and build good relationship.

VI. Smiling when greeting farmers greatly helps build good relationship.

VII. Making eye contact is important for building good relationship. It gives the impression that you are interested and engaged in the conversation. Eye contact should include frequent breaks to avoid staring (this can make the other person uncomfortable). Break eye contact frequently - glance down to the side, then quickly make eye contact again. If you instead glance to the side (as if looking out thorough the window) or look up, it gives the impression you are distracted.

VIII. Keep an appropriate distance between you and your audience, your arm's length is the appropriate distance (two- to three-feet). Standing closer than arm-length makes the other person feel uncomfortable (or feel threatened). Standing further distance away breaks down essential intimacy.

IX. It is best to bring the conversation to an end by making a polite closing comment or gesture. Good closing (wrap-up) comments might be:

i. "I've enjoyed talking with you."ii. "Let me give you my business card."

iii. "Well, I need to go speak with...."iv. “It has been nice speaking with you”

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X. It is best to say nothing than to say something that may offend them. Never say anything that might hurt or offend the farmer. It is always good to make compliments and say things that will make the farmer feel good.

a. "I like your courage."b. "It's nice meeting you."c. “You have done well…”

XI. Showing empathy (sensitivity) to another person's feelings deepens good relationship. It is called "reaching out to people." Empathy can be shown by making comments such as:

a. "That must have been a scary (or upsetting) experience for you."

b. "I felt the same way when that happened to me."

c. "I know (understand) how you feel."d. "I can imagine how you feel."e. "I would feel that way too in your

situation."XII. Focusing on the positive (good) aspects draws

people's attention in a favourable way, and people enjoy the conversation more. People are generally more attracted to a person who has a "positive outlook on life." And when it comes to work evaluations, positive-minded people generally do better. Consider the following examples:

a. Positive: "The plan has some good ideas."

b. Negative: "The plan has some serious problems."

c. Complaint: "No one ever listens to my ideas."

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d. Positive: "These changes might have some benefits."

e. Negative: "These changes would be awful."

f. Complaint: "I'm always having to relearn and re-do everything around here."

XIII. It is best to say something positive first and then express a negative opinion or comment in a tactful way. Consider these examples:

a. "I like many aspects of your idea (positively lead), but it may not work well." (Tactfully stated).

XIV. When you receive feedback, it is important to know what you did well but it is equally important to know where improvements can be made to increase your chances of success. A few people do everything well, and you have undoubtedly heard the saying - "No one is perfect." Simply make note of "weak" areas (we all have them!) and make changes needed. Receiving honest feedback is truly "a gift."

XV. When you give negative feedback you should focus on and communicate your observations of the person's work or behaviour, not focus on or judge the person. Focus on performance not personality (or personal traits). After sharing your observation about the person's work or behaviour, offer a suggestion in a tactful way.

XVI. It is always best to meet the person privately as a sign of modesty.

XVII. It is fine to disagree, but it is important to disagree diplomatically. This means you should:

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o Show respect for the other person's ideas.o Listen attentively until the person is

through.o Ask questions if needed.o Disagree non-judgmentally (where

possible; do not give impracticable solutions to end the conversation)

o Offer an alternative solution.

Consider this example:"I respect your view, Ibrahim (shows respect) but I think the problem is due to lack of time (point of disagreement). One way to solve the problem might be to computerize repair reports (offered solution)”.

3.2. Tips to be considered:Arrive promptly; pay very close attention to deadlines; don’t delay or make excuses; be organized; accept structure; try to do things in an exact and precise way; make brief and "to-the-point" comments (don't ramble); minimize discussion - get to the task; ask questions in a brief, concise way; use concrete terms and explanations (not abstract); do things in sequential and orderly steps; discuss and show practical applications and; demonstrate to illustrate an idea or point.

4.0 Enhancing Group/Public Presentation with Visual Aids The visual aid is an invaluable tool for public or group presentation. Remember that over 70% of communication activities are non-verbal. Hence, visual aids definitely enhance the quality of a presentation.

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Fig. 1:Group presentation with visual Materials What are Visual Aids? Visual aids are materials used during a presentation to help the audience understand, accept and be motivated to take action. You should use visual aids when and where necessary.

Effect of visual aids Focus the audience's attention Reinforce your verbal message Stimulate Interest Illustrate factors that are hard to visualise i.e.

(abstract ideas)

You should never use visual aids to Impress your audience with overly detailed tables or

graphs Present simple ideas that can be more easily stated

verbally.

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Fig.2: Video Projector Presentation

Examples that can be used to enhance a presentation include:1) Computer-based visuals, such as Power-point 2) Overhead transparencies 3) Flipcharts4) Whiteboards5) Props (hang or hand)6) Video7) Photographs

5.0 Self Assessment for Group/Public Presentation with Visual AidsSome questions to ask yourself when you are making a presentation are:1) Are my visual aids appropriate for the speech and

message to be conveyed?2) Will my visual aids help carry my point across to

the larger part of the audience?3) Are my visual aids simple, clear and concise?

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Fig. 3: Presentation with Visual Material

5.1 Some additional presentation tips with visual aidsI. Be careful not to block your visual aids during

presentation.II. Arrive early to check the working condition of the

electronic equipment such as computers, projectors and microphones.

III. Visual aids are good but you can make a good presentation great by integrating effective body gestures in your presentation.

IV. Use more layman terms to elaborate your points. When you are presenting, it is possible to use jargon (but this must be professionally done just to make sure your audience are still alive).

V. Add personal touch to your speech by providing examples that the audience can relate to in their immediate environment.

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6.0 Barriers to Effective CommunicationIn addition to the noise that can derail the communication process, there are other communication barriers. 6.1. Filtering is the deliberate manipulation of

information to make it appear more favourable to the receiver.

6.2. Selective perception, another barrier occurs when a person selectively sees or hears communications according to his or her needs, motivations, experiences, background, and personal characteristics.

6.3. Information overload occurs when a person is exposed to more information than he or she can process.

6.4. A person’s emotional state when either sending or receiving a message can also cause a barrier to communication.

6.5. Since the meaning that a word carry is dependent on person’s age, education, and culture, even the words of the message can be a barrier to communication.

7.0 Over Coming Communication BarriersEffective communication clearly conveys the IDEA/THOUGHT from the sender to the receiver. Extension Agents can use the following techniques to overcome communication barriers: using feedback, simplifying language, listening attentively, constraining emotions, and watching nonverbal cues.

If someone’s emotions are running high, then he should not communicate before calming down. If

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not, that person may either misconstrue an incoming message or fail to express his or her outgoing messages clearly and accurately.

Actions speak louder than words. For effective communication, watch your nonverbal cues to ensure that they too convey the desired message.

As extension agent use feedback to check what has been communicated or what they think has been communicated. Feedback can minimize misunderstandings and inaccuracies.

Extension Agents should simplify language by using words that the intended audience understands. Doing so will help the message to be received and understood.

Active listening demands total concentration because while the average person speaks at about 150 words per minute, we can hear and process nearly 1,000 words per minute. When we listen actively, we listen for the full meaning of the message without making premature judgments or thinking about how we will respond. 8.0 Summary/ConclusionThe importance of Interpersonal communication skills for agricultural extension cannot be overstated. These skills are the key to executing good extension work. With inter personal communication skills, you can put a team of farmers together to create an ambience of open communication, concise messages, probe for clarifications, recognize nonverbal signals, and mutual understanding. Good communication involves a set of complex skills that must be mastered by modern communicators.

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Interpersonal communication skills are those that facilitate people to communicate effectively with one another. Effectual communication engages the choice of the best communication channel, the technical know-how to use the channel, the presentation of information to the target audience, and the skill to understand responses received from others. Self development, interpersonal skills, mutual understanding, mutual cooperation and trust are also important to set a complete channel of most effective and winning communication skills.

In conclusion, the impact of group/public interpersonal communication is the retention of the message via attraction; understanding and utility; attitudinal change and influence. To achieve these you must keep in view the following tips: Make your opening free, friendly and short. Arouse the curiosity of your audience. Begin with a direct question, a striking relevant quotation, or a fact relevant to the topic. Show quickly how your topic concerns your audience.

While ending the presentation, never talk about stopping. Always stop while your audience still wants you to go on. Close with the idea you want remembered most. Summarize the main points and leave your audience in a stimulated mood.

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