interpersonal skills - mmi

8/8/2019 Interpersonal Skills - MMI

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Out line

Communication Oral and Written

Interpersonal Skills

Conflict Management


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Understanding communication

Managers

Making decisions

communication

communication

Information

Best ideas

Most creative suggestion

Finestplan

Good communication leads to successful interpersonal

relationships

Tell others


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How does the communication process work

Communicationprocess-----The transferring and

understanding of meaning between senders and

receivers

The communication source Encoding

The message

The channel Decoding

The receiver

Feedback


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How does the communication process

work


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Encoding means the conversion of amessage into some symbolic form

Fourconditions affect the encodedmessage

Skill

Attitudes Knowledge

Social-cultural system

Encoding Message Channel FeedbackReceiver

&

decoding


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Message is the actual physical product from

the source

Message is affected by the code orgroup of

symbols we use to transfermeaning,the

content of the message itself,and the

decisions that we make in selecting andarranging both codes and content.


&

decoding


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Channel is the medium through which themessage travels.

Formal channels are established by theorganization and transmit message thatpertain to the job-related activities ofmembers,follow the authority network.

Personal orsocial,follow the Informalchannel.


&

decoding


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The symbols in the message must be

translated into a form that can be

understood by the receiver

Decoding is limited by skills,attitude,

knowledge and social-culture system

Encoding Message Channel Feedback Receiver

&

decoding


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If a communication source decodes the

message that he encodes,if the message is

put back into his system,we have feedback

Feedback is the check on how successful

we have been in transferring ourmessages

as originally intended.


&

decoding


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Are written communications more

effective than verbal ones?

Memos,letters.e-mail,organizationalperiodicals,

bulletin boards

Tangible,verifiable and more permanent

Both senderand receiverhave a record

Message can be stored fora period of time

available forlaterreference More care is taken with the written word than

with the oral word,and is more likely to be wellthought out,logical,and clear


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Is the wave of communications

future in electronic media? Closed-circuit television,voice-activated

computer,cellularphones,fax machines,pagers

and e-mail

E-mail is fast,convenient,cheap,send the same

message to a dozenpeople at the same time

Should not be used to discuss sensitive issues

Has taken on its own vocabulary and verbalintonation


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PEOPLE SCAVENGER HUNT

You are to find someone who:( try to ensure thateach line has a different autograph)

1. Was born in the same month as you2. Is good at cooking.3. Has same first or last initial as yours.4. Is left-handed.5. Comes from a family of 5+ kids.

6. Has performed on stage.7. Has had a cast from a broken arm/leg.8. Has competed in a sports tournament.9. Has got a UAE driving license in the first attempt.10. Plays a musical instrument.


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What barriers exist to effective

communication?


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Selective

perception

Information

overloademotions language

Besides based on personal characteristics,

receivers also project theirinterests and

expectations into communications decode

We dont see reality;rather,we interpret

what we see and call it reality

Communication

apprehension

filter Selective

perception

Information

overload

emotions language


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Selective

perception

Information


The demands of keeping up with e-mail,phone calls,faxes,meetings..create an

onslaught of date that is nearly impossibleto access and assimilate

They tend to select out,ignore,pass over,orforget information

The result is lost information and lesseffective communication

Communication

apprehension

filter Selective

perception

Information

overload

emotions language


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Selective

perception

Information


Whenpeople feel threatened,they tend to react in

ways that reduce theirability to achieve mutual

understanding .

Engaging in verbally attacking others,

questioning others motives

When individuals interpret anothers message asthreatening,they often respond in ways that retard

effective communication

Communication

apprehension

filter Selective

perception

Information

overload

emotions language


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Selective

perception

Information


The meaning of words is not in the words; it is inus

Age,education and cultural background are threevariables that influence the language a personuses and the definitions we apply to words

Jargon is a technical language not understandable

by everyone Although we speak a common language ,our

usage of that language is farfrom uniform

Communication

apprehension

filter Selective

perception

Information

overload

emotions language


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Selective

perception

Information


5% - 20% ofpopulation sufferfromdebilitating communication apprehensions

Although lots ofpeople dread speaking infront of a group,communicationapprehension is a more serious problem

Find othertype of channels tocommunication even if some type is moreappropriate

Communication

apprehension

filter Selective

perception

Information

overload

emotions language


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How can managers/ supervisors

overcome communication barriers?


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Use feedback

Many communication problems can be

directly attributed to misunderstandings

and inaccuracies Feedback included

Yes orno

Ask a set of questions about a message Ask to restate the message in his orherown

words

Simplify

language

Listen

actively

Constrain

emotions

Watch nonverbal

cue


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Use feedback

Choose words and structure theirmessagesin ways that will make those messagesclearand understandable to the receiver

Communication is effective when amessage is both received and understood

Understanding is improved by simplifying

the language used forthe intendedaudience

Simplify

language

Listen

actively

Constrain

emotions

Watch nonverbal

cue


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Use feedback

Listening is an active search formeaning,whereas hearing is passive

Active listening demands total concentration Active listening is enhanced by empathy with the

sender

The goal is to improve ones ability to receive the

full meaning of communication without having itdistorted by premature judgments orinterpretations

Simplify

language

Listen

actively

Constrain

emotions

Watch nonverbal

cue


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Use feedback

Emotions can severely cloud and distortthe transference of meaning

When one is emotionally upset overanissue, he is likely to misconstrue incomingmessages and fail to express outgoingmessages clearly and accurately

Stop communicating until you haveregained composure

Simplify

language

Listen

actively

Constrain

emotions

Watch nonverbal

cue


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Use feedback

Actions speak louderthan words

Watch youractions to make sure that they

align with and reinforce the words that goalong with them

Simplify

language

Listen

actively

Constrain

emotions

Watch nonverbal

cue


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Culture issues in the

communicationprocess Difference between a high value on

individualism and the emphasis on collectivism

Individualists rely on formal forms and hoard

secret information in an attempt topromote theirown advancement and to induce theiremployeesto accept decisions andplans

Collectivists rely more on informal mannerof

interpersonal contact,engage in extensive verbalconsultation first then draw up a formaldocument

interpersonal skills - mmi

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