rms presentationslides interpersonalcommunication

7/31/2019 RMS PresentationSlides InterpersonalCommunication

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Interpersonal Communication

InterpersonalCommunication

Instructor: Zunayed - Al - Azdi


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Is the very basis of our relationships with others.

Clearly identify and understand their owncommunication style and the styles of others.

Able to communicate on different levels

Practice Active Listening

Identify & overcome communication barriers


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Personal Analysis of Leadership Style

Which leadership characteristics of you

was most important?

How do you communicate that

leadership characteristic?


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1. Describe the Communication Process

2. List the elements of communication

3. List the responsibilities in communicatingclear messages

4. Identify barriers in communicating with

staff


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5. Identify communication style

6. Identify communication style of staff

7. Identify listening skills for improvement

8. Demonstrate active listening


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9. Minimize barriers to effective listening

10. Provide positive and productive feedback

using a three-part method

11. Identify words and terms to avoid using.


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Definition:

The means through which peopleexchange information, feelings, and ideaswith each other.


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Sender

Message (information)is sent by the

sender Receiver

Receives the message

and responds tomessage (feedback)


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Is communicationwhat a person says(or thought he/she

said)? Or is it what the

listener hears (orthought he/she

heard)?


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The 1st step to bettercommunication:

Develop the awareness

that our perceptions candirect how and what wecommunicate.


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Perception is theprocess of gatheringinformation through

our senses,organizing andmaking sense of it.


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Previous experienceand learning


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Attitudes andInterests


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Needs & Feelings


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Current situation


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All people donot "see" the samething when looking

at a visual image.


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Personal Differences

Socio-Economic Differences

Cultural Differences


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Age,

Gender

Race

Past experiences


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Occupation

Level of education

Environmentalfactors

Family upbringing


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Language

Customs

Belief Systems

HistoricalPerspective


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Every characteristic ofan individual influenceswhat that individualchooses to: see hear

taste

touch

smell


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How information isinterpreted to createmeaning for an

individual is alsoinfluenced byhis/her uniquemake-up and

background.


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Pair-Up

One person will draw the picture the otherperson is holding

The person with the picture will givedirections to the drawer as to how to drawthe picture

The drawer cannot ask questions, justfollow directions


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What did you draw? Why?

What types of miscommunication arerepresented?

Are misunderstandings often the result ofdifferences in perception?


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Oncein a

a Lifetime


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Finished files are the result ofyears of scientific study

combined with the

experience of many years.


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Finished files are the result of years

of scientific study combined with the

experience of many years.


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Why do we tend to perceive only certainthings?

How could this tendency influencecommunication?


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Question 1:

The senator was elected to office by anoverwhelming majority.

What percentage of the vote did he/shereceive?


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Question 2:

My 17-year old is of average height.

How tall is he?


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Question 3:

Jane really isnt a brain, but she is a good

student.

What is her grade point average?


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Question 4:

Uncle Ned is a moderate smoker.

How many cigarettes a day does he smoke?


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Question 5:

Although this friend of mine is not wealthy, heearns a comfortable living.

How much does he/she make a year?


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Why were the answers to each of thequestions different?

What are other areas we might havedifferent perceptions about?


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Verbal

Vocal

Visual


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7% Ability tounderstand comesfrom the particular

words you say.


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38% Ability tounderstand comesfrom the way you say

the words orexcitement in yourvoice.


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Monotone and flat

Slow Speed andLow Pitch

High Pitched and

Empathic

Im bored and not

interested in what youare saying.

Im depressed andwant to be left alone.

Im enthusiastic about

the subject.


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Abrupt Speed andVery Loud

High Pitched andSlow Speed

Im angry and not

open to input.

I dont believe whatIm hearing.


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Pitch High or low; speechexperts say low isdesirable because it

projects and is morepleasant to theemployee.


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Pitch

Inflection

Avoid speaking in amonotone usefeelings to express an

idea or mood.Emphasize keywords.


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Pitch

Inflection

Courtesy

Your employeesexpect it.


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Pitch

Inflection

Courtesy

Tone

Its not what you say,

but how you say it.Your voice can reflect

sincerity, interest,understanding, andsarcasm.


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Pitch

Inflection

Courtesy

Tone

Understanding

Adjust your languageto your employee, nocodes, no jargon.


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Pitch

Inflection

Courtesy

Tone

Understanding

Rate

The basic rate is 120words per minute.


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120 Words per Minute?!


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Pitch

Inflection

Courtesy

Tone

Understanding

Rate

Enunciation

Speak clearly to avoidrepetition,misunderstanding.


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Posture

You communicate numerous messages by the wayyou talk and move. Standing erect and leaningforward communicates to listeners that you areapproachable, receptive and friendly. Interpersonalcloseness results when you and the listener faceeach other. Speaking with your back turned orlooking at the floor or ceiling should be avoided as it

communicates disinterest.


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Hand Gestures

If you fail to gesture while speaking you maybe perceived as boring and stiff. A lively

speaking style captures the listener'sattention, makes the conversation moreinteresting, and facilitates understanding.


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Facial ExpressionsSmiling is a powerful cue that transmits

happiness, friendliness, warmth, and liking.

So, if you smile frequently you will beperceived as more likable, friendly, warm andapproachable. Smiling is often contagious andpeople will react favorably. They will be morecomfortable around you and will want to listenmore.


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Eye Contact

This helps to regulate the flow ofcommunication. It signals interest in others

and increases the speaker's credibility.People who make eye contact open the flowof communication and convey interest,concern, warmth, and credibility.


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Space

Cultural norms dictate a comfortable distancefor interaction with others. You should look for

signals of discomfort caused by invading theother person's space. Some of these are:rocking, leg swinging, tapping, and gazeaversion.


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Break

Review Communication Styles and identifyyour preferred style


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A Supervisors Responsibility in

Communicating

A Supervisors Obstacles to Effective

Communication


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Recognize how the other personcommunicates.

What they SAY.

What they DO.

What they WRITE.

What they ASK.


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What is your partners communication

style?

Why?


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InterpersonalCommunication

Welcome Back!


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Homework Review

Listening

Providing Feedback


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Shifts in behavior

Doing the work

Assuring others get the work done


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What was your Communication Issue?

What is your dominant communication style?

How did you determine your employees communicationstyle?

What is your action plan?

Results seen after implementing?


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Think of a time when you believe you havenot been heard .

Wh


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What is the difference between hearing andlistening?

Hearing is simply the act of perceiving sound by theear. If you are not hearing-impaired, hearing simplyhappens.

Listening, however, is something you consciouslychoose to do. Listening requires concentration so thatyour brain processes meaning from words and

sentences. Listening leads to learning


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Good Listening skills make workers moreproductive. The ability to listen carefullywill allow you to:

Better understand assignments and what isexpected of you;

Build rapport with co-workers, bosses and

clients;


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Show supportWork better in a team-based environment

Resolve problems with customers, co-

workers, and bosses


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Answer questions Find underlying meanings in what others say


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Page 18

Evaluate your current listening skills

15-Minute Break


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Making up your mind in advance that the subjectis uninteresting or unimportant

Focusing on a speakers looks and delivery

instead of on what he/she is saying Paying only partial attention to what someone is

saying because you are busy thinking aboutwhat you are going to say next.


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Not paying attention to details

Not distinguishing major points fromsupporting examples

Day-dreaming or allowing your attention towander


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Morale is improved and job commitment isincreased.

When people are committed to their jobs

they tend to focus more on theopportunities , not problems or limitations

To be successful in todays competitivebusiness environment, employees need tosay focused on opportunities.


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Would you agree that many errors inbusiness occur because of poor listening?

Do you think it is possible that each

employee within your organization couldmake a $5 error each week due to poorlistening?


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Total # of employees

Xs

$5 per week for poor listening

Xs

52 weeks in a year


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Total # of employees Xs

$5 per day for poor listening

Xs 5 days per week

Xs

52 weeks in a year


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All communications are received,But 70% to 90% are screened out or changed

by the receiver.


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Selective AttentionWe decide on what we FOCUS on, or

What we give our ATTENTION.


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Selective InterpretationWe place our own PERSONAL meaning on

what a person is saying.


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SIBAXNLAETNATESRS


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Selective RetentionWe make conscious and unconscious

decisions on which incoming sounds to invest

our concentration energy (attention)We put our spin to the message

We make decisions as to whether there arepieces of this information we need to keepand for how long such as


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Selective RetentionSTORY RE: The bus driver from the Park

Lane Elementary School


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2 Lines

One person facing another

One person will provide information andthe other person will listen

The other person will provide informationand the other person will listen

Switch


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Complete crossword puzzle

Break

Complete puzzle & break in 15 minutes


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Puzzle answers

How did you do?

This exercise was designed to reinforcewhat was taught last week,

And, to gauge your ability to listen again tothis information and retain it.


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Active listening is a structured form of listening andresponding that focuses the attention on the speaker.

The listener must take care to attend to the speaker fully,and then repeats, in the listeners own words, what he orshe thinks the speaker has said.

The listener does not have to agree with the speaker--heor she must simply state what they think the speakersaid. This enables the speaker to find out whether thelistener really understood. If the listener did not, the

speaker can explain some more.


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Eye Contact Verbal Responses

Asking Relevant Questions

Posture Gestures, nods

Future actions

Feelings of being valued, heard, cared for.


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Check for Understanding

Check for Accuracy

Check Feelings

Summarize


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Pairs Participant #1 will listen to Participant #2

Show interest in what the other person is

sayingAsk questions to clarify what you have heard

Let the other person know what youunderstand

DO NOT TAKE NOTES!


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Participant #2 will be taking the day offand will need to explain to the otherparticipant exactly what he/she will need to

do to complete that persons job in his/herabsence.


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SPEAKERS:How well did you feel you were being listened

to?

What were the indications? LISTENERS:

Do you feel you were listening differently

than you normally do?


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After Listening to a 10 minute presentationthe average person understands andremembers only half of what was said;

2 days later only is remembered!


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Why am I giving this Feedback?

EPM

Empathize

Pinpoint problems

Move forward


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Verbal modifiers to consider page 23

Red Flag Phrases page 24


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Feedback Practice w/partnerScenario 1

Scenario 2 (partner 1)

Scenario 3 (partner 2)


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Observations of present job performance

What is the desired job performance?

What is missing

How can desired job performance be met?

Create a plan to meet desired jobperformance

Be specific!


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Easel PadWhat are the key training objectives the group

should know?

One piece of advice to be successfulcommunicator

One mistake you wouldnt want to repeat?


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Provide Feedback

Coach performance

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