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Interpersonal Communication

GXEX1406Thinking and Communication Skills

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Introduction Interpersonal communications means

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

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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 messages" 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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Agenda Interpersonal Communication Primer Interpersonal Communication Skills Communication Styles Communication during a crisis Functions of interpersonal communication

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Vocabulary interpersonal of 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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Vocabulary - Cont. Communication exchange of information: the exchange of

information between individuals, for example, by means of speaking, writing, or using a common system of signs or behavior.

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Five methods of communication Written word Spoken word Visual images Multimedia Symbolic gesture

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The 6 written communication methods

1. memo – less formal than letter, more likely to be read, not confidential

2. 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 methods

1. telephone – immediate, informal, private2. one-to-one meeting – confidential, more formal

than phone call3. departmental or inter-departmental meeting – for

group interaction, for discussion4. presentation – persuasive, one-sided (control

interruptions)5. company meeting – for very important news,

everyone hears at the same time

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Basic concepts Sender Message Medium Recipient Feedback

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Interpersonal Communication Primer You 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 Styles Passive 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 crisis Effective Listening Appropriate Self-disclosure Audience Understanding Perceptual Clarity Channel Awareness (all senses)

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Communications during a crisis - Cont. Effective Verbal Messages

Reasoning Evidence Credibility Organization Style

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Communications during a crisis - Cont. Effective Nonverbal Messages

Vocalics Kinesics Artifacts Touch Proxemics Environmental factors

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Communicate Under Pressure keep everyone inform at the same time give everyone important instructions

collectively encourage people to ask questions involve people in key decisions be available let them see that you are rooting from them keep your sense of humor

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Functions of Interpersonal Communication Gaining Information Building a Context of Understanding Establishing Identity Interpersonal Needs

Inclusion Control Affection

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Good Communication Benefits less gossip better motivation higher productivity increased staff loyalty lower staff turnover

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Summary Interpersonal Communication Primer Interpersonal Communication Skills Communication Styles Communication during a crisis Functions of interpersonal communication

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Let’s think about it We hear but we do not listen We see but we do not observe/read

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References Functions 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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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