Inter Personal Communication Skills

Strategic Planning

Communications Interpersonal Communications

Interpersonal Communication SkillsAgenda

IcebreakerWelcome and OverviewCommunication ProcessTypes of CommunicationVerbalNon-verbalListeningFactors influencing CommunicationParking LotDiscussion/Evaluation

Interpersonal Communication SkillsExercise 1

Pair participants with someone they dont know, if possible

Take five minutes to interview each other to learn enough to introduce your partner to the group

Each person introduces their partner to the group

Interpersonal Communication Skills

What is communicationA process in which a person, through language,signs and symbols, conveys a message to another personComprised of SenderMessageChannelReceiverFeedbackBarriers


SenderLanguage and how you use itCredibilityKnowledge of content, audience and contextExperience, attitudes and values MessageWritten words, sentences, paragraphsOral use of voice tone and pitchNon-verbal gestures, facial expressions, eye contact, environment (office set up)


ChannelVerbal face to face meetings, telephone, videoWritten reports, lettersReceiverAbilitiesAttitudesExperienceFeedbackReceiver responds in some waySender can evaluate effectiveness of message


BarriersInappropriate medium or channelIncorrect grammar, inflammatory words, words that conflict with body languageTechnical jargonNoiseCan occur at any stageCan be interference from various sources radio, chatter, etc.

Interpersonal Communication SkillsExercise 2

Discuss barriers to communication processBrainstorm and discuss some barriers in your workplace or volunteer group

Interpersonal Communication SkillsCase study exercise 3

ExerciseIdentify strategies to deal with common communication problems

Types of Communication VerbalNon-verbalListening

Types of CommunicationExercise 4 How we communicateRole Play

How we communicate Verbal 7%Quality and tone of voice 38%Visual (non-verbal)55%

Verbal Communication SpeechRang ePitchVolum e Enunciatio nPronunciatio nIn flictionT one

Non-verbal communicationBody languageWritten communication

Non-verbal communicationAppearance/imageEnvironment

Interpreting Non-verbal Behaviour Exercise 5Discover what you know about non-verbal languageThink about some non-verbal behaviours that have not been discussed

ListeningExercise 6Complete the listening skills exerciseRate your listening skills

Types of ListeningPseudo Listen to meet some other needMake people think you are interestedKeep alert to see if you are being rejectedGet some time before your next commentPretend to be listening to be politeNatural to be pseudo listening some times

Types of ListeningActiveListen without barriers (time, emotional)Listen to the entire message by focusing on verbal and non-verbal messageListen using your non-verbal communication skillsListen to the person without interrupting, judging or arguingClarify and ask questions or paraphrase

Improving Listening through Feedback

ParaphrasingPerception checkingDescribing behaviourMaking I statements

ParaphrasingTests your understanding of communicators messageAllows communicator to clarify a misunderstandingProvides climate where communicator can feel understoodProvides communicator with sense that what they are saying is important

Perception CheckingDescribe other's feelings or behaviorIndicates to person that you want to understand their feelingsState interpretation of behaviorAsk if interpretations are accurate

Describing Behaviour

State what has been observedDoes not judge behaviourUse it to indicate negative behaviourProvides non-threatening opening to further communication

Making I StatementsUse when you want to explain your feelingsUse to reduce level of tension in conflict situation

Making I StatementsHow to make an I statement-When (description of behaviour, not person), -I feel (description of the feeling, -because (tangible or real effect) or how about if (suggestion for change) pushes speaker to define what disturbs him/her

Paraphrasing Exercise 7Discuss some ways to provide feedback through paraphrasingDiscuss the exercises in manual

Giving and Receiving FeedbackExercise 8

Assign groupsWrite your responses Share responses with group Select one response to share with large group

Ways We CommunicatePublic Speaking Exercise 9Discuss public speaking fearsDiscuss some strategies to improve public speaking fears

Ways We Communicate

SpeechesPresentationsCorrespondence/office communicationTelephoneVoice mailEmailWebsitesBlogsOthers?

Email PracticesExercise 10Discuss advantages and disadvantages of email

Factors Influencing Effective CommunicationSpecial needs/accessibilityEnvironment/settingLiteracy skillsCultural factorsEmail etiquetteToneRespect and appropriatenessGender neutralityJargonOthers

Communication BlockersResponses that can block effective communicationEvaluation responseAdvise giving responseTopping responseDiagnosing, psychoanalytic responsePrying-questioning response

Before moving onParking Lot SummaryEvaluation

Interpersonal CommunicationsQuestions?Thank you!See you tomorrow!

Welcome everyone to course

Introduce yourself

Get class to introduce themselves and state what they want from course

Ice breaker (optional) - could use it as part of introductions

Review agenda can write it on flipchart for easy viewDiscuss times assigned for each component

Discuss coffee and lunch breaksEstablish parking lot - for issues to discuss laterDiscuss ground rules - one person at a time, address issue and not person, etc.

Depending on your participants, you may wish to vary times

This exercise is designed to give participants an opportunity to practice communication skills by asking questions of a partner, and then interviewing their partner. Each person reports back to the group on what they learned about their partner.

Discuss some differences in the types of information shared. For instance, someone may focus on telling about their personal life, other their professional life, others their travels, etc.

What is communication? Communicating and communication are complex interactions with a variety of definitions. A short definition is that communication is a process in which a person, through language, signs and symbols, conveys a message to another person. In order to understand the communication process, it is important to examine the basic elements and their impact on the message. The sender, message, channel, receiver, noise/distortion and feedback and each will now be reviewed and discussed.Discuss each component and generate discussion Review and discuss

Review and highlight that next exercise is to discuss barriers.Now turn to discussion on the types of communication which will build on what was already reviewed and discussedStart with a role play.

Assign two members of group to act as customer and employee.This should be prearranged so that the two people can think about the exchange and use the various forms of communication

The rest of the group observes the behaviour and are asked tg pay attention to the various types of communication Ask participants if they feel that these percentages were evident in the role play?

Refer them to the communication log which they can useSpeech Range musicality of your voice 7-11 notes- this is normal voice range- monotone is less than 7 notes- difficult to listen to Pitch- point within range where voice is placed for speaking- deeper voices easier to hear than high squeaky onesVolume- loudness or softness- depends on locationEnunciation- clearness of your speechPronunciation- how you pronounce your words- dialect important factorInfliction- change in pitch to emphasize

Tone- convey a range of emotions

Ask participants to list some types of body language record on flip chart, and show these on flipchartBody language position (slouching, arms folded) - orientation face to face, side to side - eye contact (direct, downward) - gestures (pointing, swaying) - facial expressions (communicate emotions) - touch - personal spaceWritten Communication- provides medium where verbal not possible- can provide opportunity to convey message- can be interpreted for meanings/impressions

Appearance/Image- how we dress- how we present ourselves- how we network or act in public

Environment- office set up- location of desk does it have space between you and person- boardroom seating who sits at front?- personal space OPTIONAL depends on discussion generated in reviewing last two slides

If using it, use questions to generate discussion and mimic some body language and ask what it means.Review and discussReview and discussParaphrasing allows you to test whether you understood what you heard from another person.

Review the points

Provide and and ask for examplesI dont think this office is doing to do it for me.You want to move to another space?Yes, that is what I would like.

Perception checking is stating in your own words what you perceive the other person is feeling.

Provide example and ask for examplesWere you disappointed that your team wasnt selected?You didnt say anything in the meeting about the new policy do you agree with it?

Describing behaviour states only what has been observed and not what was said

Provide example and ask for examplesWere you disappointed that your team wasnt selected?You didnt say anything in the meeting about the new policy do you agree with it?

When separates person from problemI Feel speaker is taking responsibility for his/her actions and clarifying feelings and indicating trust in the listenerBecause pushes the speaker to look inside to define what bothers him/her about the situation

Provide examples and ask for examples

Your reaction may be: You make me so mad when you arrive late for the meeting

Say: When you arrive late I feel frustrated because I find it difficult to continue the agenda when some matters have been discussed.

Capture discussion on flipchartReview and discuss these note that email exercise will follow so focus on the othersThis can be a great discussion topic as participants share email experiences.

Can discuss the lack of formality (no hi, sign off, and use of chat line lingo such as yu, ttfn, etc)

Review these and generate discussion on some others.

This can be used as a discussion if time permits. Refer to the additional material for discussion points.

Technology

Inter Personal Communication Skills