material I used for a course on communication; pictures taken from the Internet, just to use in the classroom

1. People Management and
Communication Skills

2. Four Key Aspects to People
Management

3. People Skills
Understanding how people communicate
Expressing your thoughts and feelings clearly
Speaking up when your needs are not being met
Asking for feedback and giving quality feedback in return
Influencing how others think and act
Bringing conflicts to the surface and getting them resolved
Collaborating with others
Shifting gears when relationships are unproductive

4. Communication Skills
Interpersonal Intrateam

5. Effective Communication: Discuss
1. What is interpersonal communication?
2. What is intrateam communication?
3. Why learn about interpersonal and intrateam
communication?
4. How might I understand effective
communication?
5. Verbal vs. non verbal communication
6. Reasons for communication breakdown
7. Overcoming communication barriers
8. How can I improve my communication skills?

6. The Communication Process

7. Verbal vs. Non Verbal Communication
• Facial expression
• Eye contact
• Tone of voice
• Body posture
• Body motions
• Positioning within groups
• The way we wear our
clothes
• The silence we keep

8. Bodily speaking…
• Edward T. Hall, social
anthropologist
• In a normal conversation
between two persons
– less than 35% of the social
meanings is actually
transmitted by words.
– at least 65% of it is
conveyed through the
body

9. Facial Expressions
• Face is the index of
Mind
• The eyes, the lips and
the muscles express
many feelings
• It can also be deceived
by manipulation

10. The Eyes
• Stare or fixed gaze
suggest involvement or
wonder or eye
disapproval.
• Raised looks show
dominance.
• Downcast looks suggest
weakness and submission
• Direct eye contact
communicates honesty,
transparency and neutral
attitude.

11. Gestures and Posture
Positive Gestures
• Open Palms
• Eye-to-eye confrontation
• Smile
• Equal Handshake
Postures
• Standing position
• Walking style
• Hand Movements

12. NONVERBAL BEHAVIOR INTERPRETATION
Brisk, erect walk Confidence
Standing with hands on hips Readiness, aggression
Sitting with legs crossed, foot
kicking slightly
Boredom
Sitting, legs apart Open, relaxed
Arms crossed on chest Defensiveness
Walking with hands in pockets,
shoulders hunched
Dejection

13. NONVERBAL BEHAVIOR INTERPRETATION
Hand to cheek Evaluation, thinking
Touching, slightly rubbing nose Rejection, doubt, lying
Rubbing the eye Doubt, disbelief
Hands clasped behind back Anger, frustration,
apprehension
Locked ankles Apprehension
Head resting in hand, eyes
downcast
Boredom
Rubbing hands Anticipation

14. Reasons for Communication
Breakdown
1. Perceptual and language differences
2. Information overload
3. Inattention
4. Time pressures

15. Reasons for Communication
Breakdown
5. Distractions/Noise
6. Emotions
7. Complexity in organizational structures
8. Poor retention

16. Overcoming Communication
Barriers
1. Eliminating differences in perception
2. Use of simple language
3. Reduction and elimination of noise levels
4. Active listening
5. Emotional state

17. Overcoming Communication
Barriers
6. Simple organizational structure
7. Avoid information overload
8. Give constructive feedback
9. Proper media selection
10.Flexibility in meeting the targets

18. How can I improve my
communication skills?
1. Become an active listener
2. Become a good conversationalist
3. Become an effective presenter
4. Become a good writer
5. Learn how to deliver bad news
6. Give constructive feedback and criticism

19. 1. Become an Active Listener
• Listen with empathy
• Show interest with body language and use
interested-listener phrases
• Summarize
• Interpret

20. 1. Become an Active Listener
• Fight off competing thoughts
– Change your physical position
– Ask a clarifying question
• Don’t forget their names!
– When you’re introduced to someone, shut out all thoughts and
listen for the name.
– Next, make a point of repeating it out loud immediately. You’ll
hear, “I’m Joseph,” and as you shake hands, say, “Nice to meet
you, Joseph.”
– Finally, take a second to concentrate fully on the person’s face,
and think, “Joseph.”

21. 5. Delivering Bad News
• State bad news candidly
• State bad news clearly
• Show empathy
• End with something positive

22. 6. Constructive Feedback and Criticism
• Constructive Feedback
– Returning output of information based on
input received by another
• Constructive Criticism
– The act of making judgments or evaluations

23. Receiving Feedback
 Evaluate if you are taking the constructive
criticism personally
 Get yourself in a continuous improvement
mood
 Find something that you can agree with
and express that agreement
 Do not assume that you know what the
other person thinks or feels

24. Giving Feedback
Start with something supportive
 State your opinion using “I” statements
 Monitor your tone of voice and body
language