Interpersonal Communication

1.1Introductions and Greeting Friends and Strangersa) Some forms of greetingsdepending on the setting (formal or informal)how well you know somebody, different forms of greetings and responses may be used

b)Introducing yourselfinitiating conversations with others will help us meet more people and network-self-introduction should be short, enthusiastic and tell people who you are-provide a little information about yourself to help stimulate conversation

c)Introducing otherswhen introducing people, you need to be honest and open and not hold back any of your good feelings about them, so that you promote them to each other

Prentice Hall Complete Business Etiquette Handbook lists three time-tested tips:-mention the name of the person of authority or importance, regardless of gender, first-you only have to say each persons name once-if you can, add some information about each person

d)What to do when being introducedStand up.Move toward the person, establish eye contact, look pleasant or smile.Greet the other person and repeat his/her name which adds a touch of friendliness and to show that you are interested. Extend your hands for a handshake.

2Stages in a Conversation2.1Introductionstages in a conversation - opening, the middle and the closingopening and closing a conversation can sometimes be difficult, especially if it is between strangers keeping a conversation going satisfactorily also requires considerable skill and sensitivity

2.2 Starting a Conversation means coming up with an opening line or icebreakerthe best kind of icebreaker is one that is positive

a)Self-introductionby introducing yourself, you have actually started the ball rolling

b)Make a statement, or a statement followed by a questionstatements can be made about:-the situation which may refer-the weather or a current news event-about the other person a compliment is always a great icebreaker

questions can be asked about the other person, the situation or current events - exchange basic information preferable to use open-ended questions instead of a string of close-ended questions, so as to encourage conversation and greater self-disclosure

c)A pleasant self-disclosuredisclosure indicates some degree of trust -too much self-disclosure too soon can have a negative impactgive as much information as you receive

d)Offering help

2.3Keeping a Conversation Goinga)Questions to draw the other person outyou should respond to their answers by adding your personalized commentsdo not go on and on about yourselfask supplementary questions that relate to the same topicelaborate on what they just said and ask them more about it

b)Have something interesting to talk abouta general knowledge on many topics should also develop specialist and in-depth knowledge in your area of work or study be observant and attentive to the verbal and visual cues sent out by others be a good listener and cultivate an attitude of respect and acceptance towards others

2.4 Ending a Conversationend the conversation warmly so that both parties feel good about the exchange that has taken placeto break away without appearing rude, you can offer an excuse, acknowledge the main point of the others conversation and make a rapport-building statement

3Ways to Improve Your Conversation Skills3.1Words and Phrases to Avoid SlangFoul languageJargon Pretentious language Sexist languageStatements of disagreement that are rudely expressed References to someones race, class, ethnic background or disability

3.2Words and Phrases that Should Not Be ForgottenName of the person to whom you are speakingStatements of agreement Requests for advice or assistanceStatements or questions that refer to a previous conversation or event

4Expressing Politeness

a) Asking someone to do something or suggesting he/she does somethingrather than sounding arrogant or giving a blunt order, use the following expressions such as would you, could you, would you mind, I suggest or may I suggest

b)Showing the speakers involvementhelpful to use inclusive language, that is, include yourself in the task by using the pronoun we or expressions such as I am pleased, I hope, Id appreciate it or I wonder whether

c)Saying Yes politelyyou can say a yes which sounds like a maybe or even a no (for example, Oh, all right, Must I?) or you can say a yes that might sound a bit too desperate

d)Saying Yes to a requestyou should say:Yes, certainly, Ill do it.Of course, Ill help you.

e)Saying Yes to an offer or invitation

f)Saying No politelyit is important to try not to hurt the other persons feelings too much

g)Giving positive criticismthere is a way to criticize someone that allows the person being criticized to save face

5Telephone Conversations5.1Greetingsa) Answering a call

b) Making a call

c) Picking up second line

5.2Taking MessagesName of person caller is looking forName of callerContact number/s of callerDate of callTime of callBrief message if any - caller may not want to leave messages if it is private and confidential. Do not insist on a message.

5.3Leaving Messagesa)Leaving messages with a person

b)Leaving messages on an automated voice system

5.4During the Telephone Conversationa) Nonverbal elementsbesides the content of your spoken words, take note of your voice quality, tone, rate, volume and pitch

b) Poor connection

c)Are you there?it is bizarre talking to someone who does not indicate that he is listening or even there while listening offer encouraging statements

d) Hanging upafter a pleasant conversation, it would be a pity if the goodbye spoils it all