Uncovering the Meaning of Good Communication Skills

Presented by:

Katrina Plourde, SPHR, MLHR

Westerville Public Library

Interpersonal Communication

• Takes place in a one-to-one or small group setting

• Is made up of different communication acts

• Is shaped by and conveys the personal qualities of the interactors as well as their social roles and relationships

• Is a process

• Can be developed

Communication Is…

• Transactional

• Inevitable

• Purposeful

• Multi-dimensional

• Irreversible

Communication Acts

• Questioning

• Listening

• Reflecting

Why Question?

• Obtain information

• Maintain control of the interaction

• Arouse interest and curiosity

• Diagnose specific difficulties

• Express interest

• Encourage maximum participation

• Encourage critical thought and evaluation

Questioning

• Closed Questions: has a correct answer or a short response

• Open Questions: can be answered in a number of ways

• Recall Questions: simple recall of information

Questioning

• Process Questions: requires some higher mental process in order to respond

• Affective Questions: relates to emotions, attitudes, feelings or preferences of respondent

• Leading Questions: assumption-laden; anticipated answer is implied.

• Rhetorical Questions: do not expect a response or question is equivalent of a statement.

Listening

Listening is the complex, learned human process of sensing, interpreting, evaluating, storing and responding to oral messages.

Why Listen?

• Focus on the message

• Gain full and accurate insight

• Monitor non-verbal signals

• Convey interest, concern, attention

• Reach a shared understanding and acceptance

Listening

• Discriminative listening

• Comprehensive listening

• Evaluative listening

• Appreciative listening

• Empathic listening

• Dialogic listening

Reflecting

Reflecting is the practice of guiding a conversation in ways that facilitate a discussion of issues that are important to the conversation partner, rather than leading.

–Mirroring

–Restating

Why Reflect?

• Demonstrate interest

• Indicate close attention

• Check perception and accuracy

• Encourage further exploration

• Place emphasis on another

• Involve feelings

• To help scrutinize reasons/motives

Communication Inventory

• Where do your biggest problems lie in the workplace?

• What techniques have your found useful to overcome some of the challenges in interpersonal communication?

Communication Inventory

• There are many tools you could use to determine where you might focus your personal development in communication.

• One helpful tool is the “Interpersonal Communication Skills Inventory” available on the U.S. Department of Agriculture website.

• (http://www.nal.usda.gov/wicworks/Sharing_Center/CT/Inventory.pdf)

Communication Inventory

• Some example questions are:– When you are trying to explain something, do others

tend to put words in your mouth, or finish your sentences for you?

– Do you find yourself not paying attention while in conversation with others?

– Do you refrain from saying something that you think will upset someone or make matters worse?

– Do you have a tendency to change the subject when the other person’s feelings enter into the discussion?

Conclusion

• The ability to communicate is imperative to your success at work and life.

• Communication involves knowing when and how to best communicate in any given situation.

• Communication acts such as questioning, listening and reflecting are skills that can be developed and improved.

Resources

Hargie, O. & Dickson, D. (2004). Skilled Interpersonal Communication: Research, theory, and practice.

Routledge.