Interpersonal skills


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  • Interpersonal skills

    1. 1. Communication & Interpersonal Skills Jamshed Khan QAU Islamabad Pakistan
    2. 2. Effective Communication: What is It? <ul><li>“ What you heard is NOT what I said!” </li></ul>
    3. 3. It’s the Way You Say It! <ul><li>Change your tone and you change your meaning: </li></ul><ul><li>Placement Of The Emphasis What It Means </li></ul><ul><li>Why don’t I take you to dinner tonight? I was going to take someone else. </li></ul><ul><li>Why don’t I take you to dinner tonight? Instead of the guy you were going with. </li></ul><ul><li>Why don’t I take you to dinner tonight? I’m trying to find a reason why I shouldn’t take you. </li></ul><ul><li>Why don’t I take you to dinner tonight? Do you have a problem with me? </li></ul><ul><li>Why don’t I take you to dinner tonight? Instead of going on your own. </li></ul><ul><li>Why don’t I take you to dinner tonight? Instead of lunch tomorrow. </li></ul><ul><li>Why don’t I take you to dinner tonight ? Not tomorrow night. </li></ul>
    4. 4. Effective Communication: What is It? <ul><li>Effective communication may be defined as: </li></ul><ul><li>Using language that is appropriate to others' levels of understanding. </li></ul><ul><li>Making sure others receive the information or knowledge intended . </li></ul><ul><li>Developing relationships with others. </li></ul><ul><li>Talking with others in a way that facilitates openness, honesty and cooperation. </li></ul><ul><li>Providing feedback . </li></ul>
    5. 5. What are interpersonal communication skills?
    6. 6. Interpersonal Communication <ul><li>Oral Communication </li></ul><ul><ul><li>Advantages: Speed and feedback </li></ul></ul><ul><ul><li>Disadvantage: Distortion of the message </li></ul></ul><ul><li>Written Communication </li></ul><ul><ul><li>Advantages: Tangible and verifiable </li></ul></ul><ul><ul><li>Disadvantages: Time-consuming and lacks feedback </li></ul></ul><ul><li>Nonverbal Communication </li></ul><ul><ul><li>Advantages: Supports other communications and provides observable expression of emotions and feelings </li></ul></ul><ul><ul><li>Disadvantage: Misperception of body language or gestures can influence receiver’s interpretation of message </li></ul></ul>
    7. 7. Nonverbal Communication <ul><li>Body Movement </li></ul><ul><ul><li>Unconscious motions that provide meaning </li></ul></ul><ul><ul><li>Shows extent of interest in another and relative perceived status differences </li></ul></ul><ul><li>Intonations and Voice Emphasis </li></ul><ul><ul><li>The way something is said can change meaning </li></ul></ul><ul><li>Facial Expressions </li></ul><ul><ul><li>Show emotion </li></ul></ul><ul><li>Physical Distance between Sender and Receiver </li></ul><ul><ul><li>Depends on cultural norms </li></ul></ul><ul><ul><li>Can express interest or status </li></ul></ul>
    8. 8. The Grapevine <ul><li>Three Main Grapevine Characteristics: </li></ul><ul><ul><li>Informal, not controlled by management </li></ul></ul><ul><ul><li>Perceived by most employees as being more believable and reliable than formal communications </li></ul></ul><ul><ul><li>Largely used to serve the self-interests of those who use it </li></ul></ul><ul><li>Results from: </li></ul><ul><ul><li>Desire for information about important situations </li></ul></ul><ul><ul><li>Ambiguous conditions </li></ul></ul><ul><ul><li>Conditions that cause anxiety </li></ul></ul><ul><li>Insightful to managers </li></ul><ul><li>Serves employee’s social needs </li></ul>
    9. 9. Interpersonal Relationships between two or more people social associations connections affiliations
    10. 10. Interpersonal Skills listening questioning language & communication using feedback conflict handling
    11. 11. Essential IP Competencies <ul><ul><li>Self awareness </li></ul></ul><ul><ul><li>Control </li></ul></ul><ul><ul><li>Motivation </li></ul></ul><ul><ul><li>Acknowledging the interests of subordinates </li></ul></ul><ul><ul><li>Communication skills </li></ul></ul>
    12. 12. Developing IP Skills <ul><li>Developing Assertiveness </li></ul><ul><li>Accepting Responsibility </li></ul><ul><li>Managing Conflicts </li></ul><ul><ul><ul><ul><li>Avoiding </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Accommodating </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Competing/Forcing </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Collaborating </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Compromising </li></ul></ul></ul></ul>
    13. 13. Interpersonal Skills <ul><li>Diversity empowers people </li></ul><ul><li>Get the best from each employee </li></ul><ul><li>Value differences </li></ul><ul><li>Teams better than groups </li></ul><ul><li>Team mission </li></ul><ul><li>Diversity fills gaps in capabilities </li></ul>
    14. 14. <ul><li>Good interpersonal skills </li></ul><ul><li>Interpersonal competence </li></ul>
    15. 15. The Communication Process MESSAGE FEEDBACK SENDER RECEIVER
    16. 16. The Communication Process
    17. 17. Communication Styles
    18. 18. Communication Styles Style Strengths
    19. 19. Communication Styles Style Weaknesses
    20. 20. Communication Styles How Do You Interact?
    21. 21. Key Communication Skills <ul><li>Clarity </li></ul><ul><li>Expression </li></ul><ul><li>Pace </li></ul><ul><li>Listening </li></ul>
    22. 22. What Is Quality Communication? <ul><li>Communication is influenced by </li></ul><ul><li>Age </li></ul><ul><li>Gender </li></ul><ul><li>Culture </li></ul><ul><li>Education </li></ul><ul><li>Change according to context and over time </li></ul>
    23. 23. <ul><li>Tell me - and I forget </li></ul><ul><li>Show me - and I remember </li></ul><ul><li>Let me take part and I will understand </li></ul>
    24. 24. What is Conflict? <ul><li>Conflict occurs in situations in which there is opposition. Opposition occurs when a solution cannot be found in a disagreement. </li></ul><ul><li>Conflict is a disagreement through which the parties involved perceive a threat to their needs, well-being, interests or concerns. </li></ul><ul><li>Perceive a threat can be physical, emotional, power, status, intellectual, etc. </li></ul><ul><li>Conflict is healthy and a normal part of any human relationship. </li></ul>
    25. 25. Resolving Conflict Is An Art Of Communication Use interpersonal communication skills
    26. 26. How do I handle/prevent/reduce conflicts?
    27. 27. Managing Conflict <ul><li>Like stress, conflict in the workplace can be productive or counterproductive. Managing conflict requires: </li></ul><ul><ul><li>Understanding </li></ul></ul><ul><ul><li>Skill </li></ul></ul><ul><ul><li>Knowledge </li></ul></ul><ul><ul><li>Experience </li></ul></ul>
    28. 28. Conflict and Negotiation <ul><li>Negotiation is the process of working with the parties of a conflict to find a resolution. It requires a willingness to work together. The key is clear communication. There are four basic skills in the communication process: </li></ul><ul><ul><li>Listening </li></ul></ul><ul><ul><li>Reading </li></ul></ul><ul><ul><li>Speaking </li></ul></ul><ul><ul><li>Writing </li></ul></ul>
    29. 29. Conflict and Negotiation <ul><li>The first step in negotiation is defining as clearly as possible the problem as each person sees it. Placing blame should be avoided because it puts people on the defensive. </li></ul><ul><li>Listening is an active process in which all of your attention is focused on the speaker. Try to empathize with the person who is speaking. Empathy is an understanding of a person’s situation or frame of mind. </li></ul>
    30. 30. Conflict and Negotiation <ul><li>Six simple techniques for negotiating conflict resolution can be helpful: </li></ul><ul><ul><li>Show respect </li></ul></ul><ul><ul><li>Recognize and define the problem </li></ul></ul><ul><ul><li>Seek a variety of solutions </li></ul></ul><ul><ul><li>Collaborate </li></ul></ul><ul><ul><li>Be reliable </li></ul></ul><ul><ul><li>Preserve the relationship </li></ul></ul>
    31. 31. Conflict and Negotiation <ul><li>The problem is solved only when both sides reach a common understanding and agreement about what actions are to be taken. </li></ul>
    32. 32. Emotional Intelligence... <ul><li>Self awareness </li></ul><ul><li>Self regulation </li></ul><ul><li>Motivation </li></ul><ul><li>Empathy </li></ul><ul><li>Social skills </li></ul>
    33. 33. Barriers to Communication <ul><li>Lack of Sensitivity to Receiver </li></ul><ul><li>Lack of Basic Communication Skills </li></ul><ul><li>Insufficient Knowledge of the Subject </li></ul><ul><li>Information Overload </li></ul><ul><li>Emotional Interference </li></ul><ul><li>Conflicting Message </li></ul><ul><li>Channel Barriers </li></ul>
    34. 34. Barriers to Communication <ul><li>Lack of Interest </li></ul><ul><li>Lack of Knowledge </li></ul><ul><li>Lack of Communication Skills </li></ul><ul><li>Emotional Distractions </li></ul><ul><li>Physical Distractions </li></ul><ul><li>No Provision for Feedback </li></ul><ul><li>Inadequate Feedback </li></ul>
    35. 35. Using Simple Language?
    36. 36. In Summary… <ul><li>Effective communication occurs when there is shared meaning between sender and receiver. </li></ul><ul><li>Communication Process involves a sender, receiver, message and feedback. </li></ul><ul><li>Communication Styles include a measure of assertive and expressive modes. </li></ul><ul><li>Communication Skills plays around the elements of clarity, expression, pace and listening. </li></ul><ul><li>Barriers to Communication occurs when the communication process comprising the elements are interrupted. </li></ul>
    37. 37. <ul><li> CONCLUSION </li></ul><ul><li>If you have effective interpersonal communication skills, you have </li></ul><ul><li>Appropriate assertion skills </li></ul><ul><li>Active listening skills </li></ul><ul><li>The ability to accept criticism </li></ul><ul><li>Respect for the face and dignity of the other person </li></ul>
    38. 38. “ Our lives begin to end the day we become silent about things that matter.” Dr. Martin Luther King