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Communication IssuesCommunication IssuesCommunication IssuesCommunication Issues

Written Communication

Verbal Communication

The Grapevine

Nonverbal Cues

Electronic Media

Written Communication

Verbal Communication

The Grapevine

Nonverbal Cues

Electronic Media

Grapevine communication….Word of mouth…..

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Thinking and Communication Skills

Interpersonal Communication

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IntroductionInterpersonal communications means

"showing appropriate ways to exchange your ideas and needs."

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Learning OutcomesLearning OutcomesLearn why communication is important to

be success in life

Describe the communication process

Learn to overcome communication barriers

Identify active listening techniques

Learn how to give effective feedback

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Learning OutcomesLearning OutcomesLearn how to analyze and resolve conflict

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Interpersonal Skills/Facilitation Skills

listening

questioning

language & communication using feedback

conflict handling

ESSENTIAL IP COMPETENCIES Self awarenessControlMotivationAcknowledging the interests of

subordinatesCommunication skillsResponsibility And Accountability

AssertivenessA Beautiful Whole

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DEVELOPING IP Skills Developing Assertiveness Accepting Responsibility Managing Conflicts

AvoidingAccommodatingCompeting/ForcingCollaboratingCompromising

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Life Positions

I’m OK — I’m OK —You’re not OK You’re OK

I’m not OK — I’m not OK —You’re not OK You’re OK

Attit

ude

towa

rd O

nese

lf

Attitude toward Others

Negative Positive

Positive

Negative

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Management Conflict Styles

Assertivebehavior

Aggressivebehavior

Accommodatingstyle

Collaboratingstyle

Compromisingstyle

Avoidingstyle

Forcingstyle

Passivebehavior

High concernfor others’

needs

Low concernfor others’

needs

High concernfor ownneeds

I’mnot OK —You’re OK

I’m OK —You’re OK

I’mnot OK —

You’re not OKI’m OK —

You’re not OK

Factors Hampering Interpersonal InteractionsPoor ListeningEmotional ArousalLack of TimeDifferences in objective

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SenderSender

EncodingEncoding

ReceiverReceiver

DecodingDecodingChannelChannel

Feedback

Message Message

Noise

Constructive/Destructive FeedbackConstructive

PrivateAddress behavior- not personSpecificPromptPositiveSuggest actions to solve problem

DestructivePublicAddress personal characterGeneralDelayedNegativeNo solutions offered

Constructive/Destructive Feedback

Intrapersonal communication refers to the conversation that is continually going on in your own mind.

Interpersonal communication refers to the different types of verbal, non-verbal and physical actions or expressions that people use when they communicate with each other. Intrapersonal & Interpersonal

Mastering the two basic types of communication is the key to successful socialization.The ability to communicate ideas, thoughts and feelings serves as the basis for all successful human interaction.

Types of Communication

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FilteringFiltering

EmotionsEmotions

SelectiveSelectivePerceptionPerception

InformationInformationOverloadOverload

ApprehensionApprehension

LanguageLanguage

Communication BarriersCommunication Barriers

Overcoming Overcoming Communication BarriersCommunication Barriers

Constrain emotions

Watch nonverbal cues

Use feedback

Simplify language

Listen actively

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ContemporaryContemporaryCommunication IssuesCommunication Issues

ContemporaryContemporaryCommunication IssuesCommunication Issues

Communication Communication

between Men between Men

and Womenand Women

Communication Communication

between Men between Men

and Womenand Women

CommunicationCommunication

in the Globalin the Global

VillageVillage

CommunicationCommunication

in the Globalin the Global

VillageVillage

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Active Listening Skills

Active Listening Skills

AcceptanceAcceptanceAcceptanceAcceptanceResponsibilityResponsibilityResponsibilityResponsibility

IntensityIntensityIntensityIntensity EmpathyEmpathyEmpathyEmpathy

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EffectiveEffectiveFeedbackFeedbackEffectiveEffectiveFeedbackFeedback

ProvideProvideTimelyTimely

FeedbackFeedback

ProvideProvideTimelyTimely

FeedbackFeedback

KeepKeepFeedbackFeedback

ImpersonalImpersonal

KeepKeepFeedbackFeedback

ImpersonalImpersonal

Focus on What Focus on What the Receiverthe ReceiverCan ControlCan Control

Focus on What Focus on What the Receiverthe ReceiverCan ControlCan Control

Focus onFocus onSpecificSpecific

BehaviorsBehaviors

Focus onFocus onSpecificSpecific

BehaviorsBehaviors

StayStayGoal-Goal-

OrientedOriented

StayStayGoal-Goal-

OrientedOriented

EnsureEnsureUnderstandingUnderstanding

EnsureEnsureUnderstandingUnderstanding

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Sources ofConflict

Sources ofConflict

CommunicationDifferences

CommunicationDifferences

StructuralDifferencesStructural

Differences

PersonalDifferences

PersonalDifferences

Introduction - Cont. A student demonstrates appropriate

application of this skill when he / she can do a good job of presenting both sides of an issue, showing how both sides feel and interact, showing respect, using appropriate language, not using "put downs", and using strategies such as "I message" and refusal techniques.

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Introduction - Cont. Some examples of activities that help to build

this skills include skills, role plays, dialogue, and puppet shows.

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Other related issues of IPInterpersonal Communication Primer Interpersonal Communication SkillsCommunication Styles Communication during a crisisFunctions of interpersonal communication

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Vocabularyinterpersonalof relationships between people:

concerning or involving relationships between people

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Vocabulary - Cont.Communicate (from Latin word “to share”)exchange information: to give or exchange

information, for example, by speech or writing

convey: to transmit or reveal a feeling or thought by speech, writing, or gesture so that it is clearly understood

understand one another: to share a good personal understanding.

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Five methods of communicationWritten wordSpoken wordVisual imagesMultimediaSymbolic gesture

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The 6 written communication methods 1. memo – less formal than letter, more likely to be

read, not confidential2. notice boards – may never be read, good for staff-

to-staff3. letter to staff – private, personal, lends weight to

its subject4. e-mail – private, less formal than letter, less

likely to be kept like letter5. faxes – personal, public6. internal newsletter – public, not for bad news,

useful for minor but necessary news

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The 5 verbal communication methods1. telephone – immediate, informal, private2. one-to-one meeting – confidential, more

formal than phone call3. departmental or inter-departmental

meeting – for group interaction, for discussion

4. presentation – persuasive, one-sided (control interruptions)

5. company meeting – for very important news, everyone hears at the same time

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Interpersonal Communication PrimerYou listen to and acknowledge other people's

thoughts and feelings: Rather than showing that you only care about broadcasting your feelings and insisting that others agree with you, you encourage others to express what they are thinking and feeling. You listen and try to understand.

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Interpersonal Communication Primer - Cont.You express your own thoughts and feelings

openly and directly: If you only listen to what other people are thinking or feeling and you don't express your own thoughts or feelings, you end up feeling shortchanged or "dumped on."

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Interpersonal Communication Skills I-statements help you express the way you

feel and what you want with great clarity. Sometimes people use "you" statements, such as "You never call when you are going to be late." This type of statement can make others feel angry and defensive immediately. When you use I-statements, such as, "I really need to know when you're going to be here so I can make plans," you express your the concern in terms of you.

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Interpersonal Communication Skills - Cont.A respectful tone of voice conveys that you

are taking others seriously and that you also expect to be taken seriously. In addition, people with good communication skills are assertive without being aggressive or manipulative

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Interpersonal Communication Skills - Cont. Eye contact is vital for good communication.

For example, how would you feel if the person you were talking to kept looking around the hallway or out the window?

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Interpersonal Communication Skills - Cont. Appropriate body language encourages

conversation. Nodding your head, smiling, laughing, using words such as "uh-huh" and "yeah" and asking questions at appropriate times assure the person that you are really listening.

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Interpersonal Communication Skills - Cont. Clear, organized ideas help you accurately

and honestly describe your feelings and contribute to conversations and to decisions that need to be made. Good communicators are also specific. For example, a good communicator would say, "I need to use the computer from 7-9," as opposed to "I'll need the computer tonight."

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Communication StylesPassive communication involves the inability

or unwillingness to express thoughts and feelings. Passive people will do something they don't want to do or make up an excuse rather than say how they feel.

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Communication Styles - Cont.Assertive behavior involves standing up for

oneself. Assertive people will say what they think and stand up for their beliefs without hurting others

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Communication Styles - Cont.The aggressive style of communication

involves overreaction, blaming and criticizing. Aggressive people try to get their way through bullying, intimidating or even physical violence. They do not or will not consider the rights of others.

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Communications during a crisisEffective Listening Appropriate Self-disclosure Audience Understanding Perceptual Clarity Channel Awareness (all senses)

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Communications during a crisis - Cont.Effective Verbal Messages

ReasoningEvidenceCredibilityOrganization Style

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Communicate Under Pressurekeep everyone inform at the same timegive everyone important instructions

collectivelyencourage people to ask questionsinvolve people in key decisionsbe availablelet them see that you are rooting from themkeep your sense of humor

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Functions of Interpersonal CommunicationGaining Information Building a Context of Understanding Establishing Identity Interpersonal Needs

InclusionControlAffection

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Good Communication Benefits less gossipbetter motivationhigher productivityincreased staff loyaltylower staff turnover

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SummaryInterpersonal Communication Primer Interpersonal Communication SkillsCommunication Styles Communication during a crisisFunctions of interpersonal communication

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Building Positive Relationship Use of ‘I’ Focus on problem solving Don’t Deceive Empathy ListenUse of Praise

Be specificPraise progressSincereDon’t overdoTiming

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Dealing with CriticismUnderstand the Reason behindEmpathyDon’t personalize criticismDo not be JudgmentalDo not overload

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Let’s think about itWe hear but we do not listenWe see but we do not observe/read

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So last but not the least So, Interpersonal skills relate to a person’s

“EQ” (Emotional Intelligence Quotient). This is the cluster of personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterise our relationships with other people

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ReferencesFunctions of Interpersonal Communication at

http://www.abacon.com/commstudies/interpersonal/infunctions.html by Tim Bochers,  Moorhead State University, US

Interpersonal Communication Involves… at http://www.uh.edu/crc/intcomm.html by Crisis Resource Center, Universirty of Houston (2002)

Interpersonal communication at Health Teacher http://www.healthteacher.com/teachersupports/skills4.asp by Anita Davis, Health Teacher.com, Tennesse, US. (2002)

Four Principles of Intersonal Communication http://www2.pstcc.cc.tn.us/~dking/interpr.htm by Donn King,  Associate Professor, Pellissippi State Technical Community College, Knoxville. US.

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Number one on this list is to do a skills inventory and

identify areas where you need to improve. Enlist family and friends to help you out.

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Be more active in team activities, especially if you normally are very independent in the way you work and make your decisions.

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Think about how you spend your time, both at work and home.

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Reflect on how you react to criticism. Do you lash out, get defensive or just refuse to listen?

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Do you ask people tough questions? Are you confident enough to raise thorny issues?

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Ponder some high level questions like what your life purpose is and how your career fits in the greater scheme of life.

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Reference Books Shirley Taylor, Essential Communication

Skills: The Ultimate Guide To Successful Business Communication, Longman, 2000 ,ISBN 0 582 43202 2

Ros Jay, The Seven Deadly Skills Of Communicating, International Business Press, 1999, ISBN 1-86152-373-4, www.itbp.com

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