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  • 1. Interpersonal Skills
    Jessie McHale
    COM112
  • 2. Participating in Conversations
    Conversational Presentation Skills
    Small Talk
    Questions are powerful devices for building conversations.
    The Effect of Culture on Conversations
    Analytical thinking
    Holistic thinking
    Conversational Listening Skills
    Listen to the concerns of others.
    Do not assume.
    Before speaking, ask yourself what message is needed.
    Conversational Nonverbal Skills
    Conversational Salons
  • 3. Giving Directions
    Giving Details
    Ways to give instructions
    Organizing Ideas
  • 4. Requesting
    Requesting Information
    Asking Questions
    Asking for restatement.
    Asking for directions.
    Asking for clarification.
  • 5. Dealing with Interpersonal Conflict
    Conflict Defined
    Causes of Conflict
    Goals to be pursued
    Allocation of resources
    Decisions to be made
    Behaviors that are considered inappropriate
    Levels of Conflict
    No Conflict
    Latent Conflict
    Problems to solve
    Dispute
    Help
    Role of Personal Anger in Conflict
    Definition of anger
    Anger is a way of communication
    Anger can be impulsive
  • 6. Communication Approaches to Managing Conflict
    Assertive Communication
    Assertive Behavior defined
    Assertion, non-assertion, and aggression
    Principles of assertiveness
    People are not mind readers.
    Habit is no reason for doing anything.
    You cannot make others happy.
    Remind yourself that others will often disapprove of your behavior.
    Ask yourself “What is the worst thing that could happen to me?”
    Do not be victimized.
    Assertiveness Skills
    Simple assertion
    Empathic assertion
    Follow-up assertion
    Negotiation
    The principles of negotiation
    Prepare
    Reframe
    Respond; do not react
    Identify and alter tactics
    Arbitration
    Mediation
  • 7. Handling Criticism
    When criticized, seek more information
    Paraphrase the ideas of the person making the criticism to clarify them for both of you.
    Ask yourself what consequences will result from your not altering the behavior being criticized.
    Listen to the person; if the criticism is just, accept the opinion.
  • 8. Apologizing
    3 stages to apologizing
    The person who has done the wrong states what he or she did.
    The perpetrator explains why he or she took the action.
    A statement of remorse is made.
    Tips to an easier apology
    Take responsibility
    Explain
    Show your regret
    Repair the damage
    Use good timing
    Choose an appropriate conduit.
  • 9. Conclusion