People management and communication skills


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

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People management and communication skills

  1. 1. People Management andCommunication Skills
  2. 2. Four Key Aspects to PeopleManagement
  3. 3. People SkillsUnderstanding how people communicateExpressing your thoughts and feelings clearlySpeaking up when your needs are not being metAsking for feedback and giving quality feedback in returnInfluencing how others think and actBringing conflicts to the surface and getting them resolvedCollaborating with othersShifting gears when relationships are unproductive
  4. 4. Communication SkillsInterpersonal Intrateam
  5. 5. Effective Communication: Discuss1. What is interpersonal communication?2. What is intrateam communication?3. Why learn about interpersonal and intrateamcommunication?4. How might I understand effectivecommunication?5. Verbal vs. non verbal communication6. Reasons for communication breakdown7. Overcoming communication barriers8. How can I improve my communication skills?
  6. 6. The Communication Process
  7. 7. Verbal vs. Non Verbal Communication• Facial expression• Eye contact• Tone of voice• Body posture• Body motions• Positioning within groups• The way we wear ourclothes• The silence we keep
  8. 8. Bodily speaking…• Edward T. Hall, socialanthropologist• In a normal conversationbetween two persons– less than 35% of the socialmeanings is actuallytransmitted by words.– at least 65% of it isconveyed through thebody
  9. 9. Facial Expressions• Face is the index ofMind• The eyes, the lips andthe muscles expressmany feelings• It can also be deceivedby manipulation
  10. 10. The Eyes• Stare or fixed gazesuggest involvement orwonder or eyedisapproval.• Raised looks showdominance.• Downcast looks suggestweakness and submission• Direct eye contactcommunicates honesty,transparency and neutralattitude.
  11. 11. Gestures and PosturePositive Gestures• Open Palms• Eye-to-eye confrontation• Smile• Equal HandshakePostures• Standing position• Walking style• Hand Movements
  12. 12. NONVERBAL BEHAVIOR INTERPRETATIONBrisk, erect walk ConfidenceStanding with hands on hips Readiness, aggressionSitting with legs crossed, footkicking slightlyBoredomSitting, legs apart Open, relaxedArms crossed on chest DefensivenessWalking with hands in pockets,shoulders hunchedDejection
  13. 13. NONVERBAL BEHAVIOR INTERPRETATIONHand to cheek Evaluation, thinkingTouching, slightly rubbing nose Rejection, doubt, lyingRubbing the eye Doubt, disbeliefHands clasped behind back Anger, frustration,apprehensionLocked ankles ApprehensionHead resting in hand, eyesdowncastBoredomRubbing hands Anticipation
  14. 14. Reasons for CommunicationBreakdown1. Perceptual and language differences2. Information overload3. Inattention4. Time pressures
  15. 15. Reasons for CommunicationBreakdown5. Distractions/Noise6. Emotions7. Complexity in organizational structures8. Poor retention
  16. 16. Overcoming CommunicationBarriers1. Eliminating differences in perception2. Use of simple language3. Reduction and elimination of noise levels4. Active listening5. Emotional state
  17. 17. Overcoming CommunicationBarriers6. Simple organizational structure7. Avoid information overload8. Give constructive feedback9. Proper media selection10.Flexibility in meeting the targets
  18. 18. How can I improve mycommunication skills?1. Become an active listener2. Become a good conversationalist3. Become an effective presenter4. Become a good writer5. Learn how to deliver bad news6. Give constructive feedback and criticism
  19. 19. 1. Become an Active Listener• Listen with empathy• Show interest with body language and useinterested-listener phrases• Summarize• Interpret
  20. 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 andlisten for the name.– Next, make a point of repeating it out loud immediately. You’llhear, “I’m Joseph,” and as you shake hands, say, “Nice to meetyou, Joseph.”– Finally, take a second to concentrate fully on the person’s face,and think, “Joseph.”
  21. 21. 5. Delivering Bad News• State bad news candidly• State bad news clearly• Show empathy• End with something positive
  22. 22. 6. Constructive Feedback and Criticism• Constructive Feedback– Returning output of information based oninput received by another• Constructive Criticism– The act of making judgments or evaluations
  23. 23. Receiving Feedback Evaluate if you are taking the constructivecriticism personally Get yourself in a continuous improvementmood Find something that you can agree withand express that agreement Do not assume that you know what theother person thinks or feels
  24. 24. Giving FeedbackStart with something supportive State your opinion using “I” statements Monitor your tone of voice and bodylanguage