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  1. 1. INTERPERSONAL COMMUNICATION <ul><li>The transfer of information from one person to another, both verbally and non-verbally. </li></ul><ul><li>75% of our waking hours are spent communicating. </li></ul>
  2. 2. ACTIONS SPEAK LOUDER THAN WORDS… <ul><li>Of a message, 7% of it is verbally communicated… </li></ul><ul><li>…and 93% is nonverbally communicated. </li></ul>
  3. 3. NOT OPPOSITES… <ul><li>Verbal and nonverbal communication are intricately interwoven. </li></ul><ul><li>If nonverbal cues do not match the tone and implication of the spoken word, the flow of communication is hindered. </li></ul><ul><li>The receiver of the message tends to base the intention of the sender on the nonverbal cues he receives. </li></ul><ul><li>In effect, a miscommunication from the sender results in a misinterpretation of the receiver. </li></ul>
  4. 4. VERBAL COMMUNICATION <ul><li>Verbal communication is organized by language. </li></ul><ul><li>Therefore, follow the Do’s and Don’ts of sending messages </li></ul><ul><li>Prescription for clear reception of messages </li></ul>
  5. 5. DO’S AND DON’TS OF SENDING MESSAGES… <ul><li>Do speak clearly and slowly. </li></ul><ul><li>Do maintain eye contact. </li></ul><ul><li>Do pay attention to tone, tempo, and pitch to ensure you are conveying the correct message. </li></ul><ul><li>Do try to leave out extra emotions. </li></ul>
  6. 6. …..cont <ul><li>Don’t use meaningless words or expressions intermittently that distorts your message. </li></ul><ul><li>Don’t use phrases that lessen a person’s verbal image such as “you know what I mean” or “sort of.” </li></ul><ul><li>Don’t use harsh phrases such as “you don’t understand” or “you’re wrong” which downplay the intellectual capability of the listener. </li></ul>
  7. 7. Effective Reception… <ul><li>The key to effective reception of messages is effective listening. </li></ul><ul><li>Listening is a skill that can be learned to enhance clarity in message exchange. </li></ul><ul><li>We spend 50% more time listening than we do talking. </li></ul><ul><li>Better listening skills develop better speaking skills because of awareness. </li></ul>
  8. 8. INEFFECTIVE LISTENING… <ul><li>Without listening to details and context, important information can be left out. </li></ul><ul><li>Conflicts then arise. </li></ul><ul><li>Overlooked information inhibits solutions and results in lost business time and revenue. </li></ul><ul><li>Personal relationships will deteriorate. </li></ul>
  9. 9. HOW TO LISTEN EFFECTIVELY… <ul><li>Eye contact is a number one priority for focus. </li></ul><ul><li>It lets the other person know you are paying attention. </li></ul><ul><li>Beneficial Listening: This means nodding or interjecting phrases such as “right” allows the speaker to know you are following his train of thought. </li></ul><ul><li>Try not to translate what is being said into what you want to hear: self-fulfilling prophecy. </li></ul><ul><li>Pay attention to nonverbal cues. </li></ul>
  10. 10. REAL COMMUNICATION… <ul><li>Real communication occurs when we listen with understanding from the other person’s point of view. </li></ul><ul><li>Test yourself with a series of questions such as “what did I learn from the other person?” or “who did more talking and listening?” </li></ul><ul><li>Evaluate your answers and decide how to improve your communication next time. </li></ul>
  11. 11. NOT FOR EVERYONE…… <ul><li>Effective listening is not for everyone. </li></ul><ul><li>To deal with the non-effective listener, clarify what you want to say prior to speaking. </li></ul><ul><li>If your ideas are clear, the listener is more likely to be receptive. </li></ul><ul><li>Before meeting, give the to-be-listener an idea of what you want to discuss. </li></ul>
  12. 12. NONVERBAL COMMUNICATION <ul><li>Nonverbal communication is organized by body language, the oldest language. </li></ul><ul><li>Education teaches us to prefer using words, so we tend to overlook the impact of nonverbal cues. </li></ul><ul><li>Body language involves holding or moving your body to give or receive information. </li></ul><ul><li>Words can be manipulated, but gestures are harder to control. </li></ul><ul><li>When in doubt, trust the nonverbal message. </li></ul>
  13. 13. …cont <ul><li>Nonverbal communication includes facial expressions, eye contact, tone of voice, body posture and motions, and even silence. </li></ul><ul><li>Of the 93% of nonverbal communication… </li></ul><ul><li>55% is through facial expressions… </li></ul><ul><li>…and 38% is through vocal tones. </li></ul>
  14. 14. EVOLVED BODY LANGUAGE <ul><li>Two types of body language evolved from evolution: </li></ul><ul><li>1. Open body language: open hands and unfold arms to show you mean the other person no harm. In the past, it was used to show there were no weapons being concealed. </li></ul><ul><li>2. Closed body language: we are physically showing we are hiding something or are not open to what the other person is saying. </li></ul><ul><li>Open body language is preferable to cooperation, negotiation, and open-mindedness. </li></ul>
  15. 15. FACIAL EXPRESSIONS… <ul><li>Facial expressions continually change throughout conversation and are monitored constantly by the recipient. </li></ul><ul><li>They are primarily used to communicate emotions. </li></ul><ul><li>Evidence proves there are similarities across cultures. </li></ul>
  16. 16. COMMUNICATION THROUGH EYES… <ul><li>Nonverbal communication is always revealed through the eyes. </li></ul><ul><li>Normal eye contact means communication is open. </li></ul><ul><li>Looking down indicates rejection. </li></ul><ul><li>Avoiding eye contact suggests that the person is not comfortable with the conversation’s topic or the other person. </li></ul><ul><li>Stares can indicate dislike. </li></ul><ul><li>A person may be sincere if the eyes move upward when discussing stories about the past, for eyes move upward to retrieve information. </li></ul><ul><li>However, if the eyes move side to side when recalling information, the person is likely to be lying. </li></ul>
  17. 17. COMMUNICATION THROUGH TOUCH… <ul><li>Creates a more direct message. </li></ul><ul><li>Used improperly, it creates barriers of mistrust. </li></ul><ul><li>Touch conveys the emotional impact of the message as well as context. </li></ul><ul><li>In conjunction, personal space is a nonverbal tool. </li></ul><ul><li>The higher your position, the more and better space you will have and the easier it will be to invade the territory of a lower-status person. </li></ul>
  18. 18. YEAH OR NAY… <ul><li>Nonverbal communication indicates whether one approves or rejects the message. </li></ul><ul><li>If the speaker shifts positions, and the listener shifts to match the speaker’s position, he is silently signaling approval. </li></ul><ul><li>In contrast, rejection positions include folded arms, crossed legs, or body turned away from the speaker. </li></ul>
  19. 19. SILENCE SPEAKS… <ul><li>Silence can have a positive or negative impact on the communication process. </li></ul><ul><li>It can provide a peaceful situation by signaling agreement or create tension and uneasiness. </li></ul>