Chapter 3 Interpersonal Communication Skills Interpersonal communication skills

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Chapter 3 Interpersonal Communication Skills

Chapter 3 Interpersonal Communication Skills

Interpersonal communication skills • • Nonverbal communication Listening Telephone communication Business meetings Copyright ©

Interpersonal communication skills • • Nonverbal communication Listening Telephone communication Business meetings Copyright © Houghton Mifflin Company. All rights reserved. 3|2

Nonverbal communication • • • Body movement Physical appearance Voice qualities Time Touch Space

Nonverbal communication • • • Body movement Physical appearance Voice qualities Time Touch Space and territory Copyright © Houghton Mifflin Company. All rights reserved. 3|3

What’s the difference? • I love you. • I LOVE you. • I love

What’s the difference? • I love you. • I LOVE you. • I love YOU. Copyright © Houghton Mifflin Company. All rights reserved. 3|4

Silent messages • In a classic study of silent messages, Albert Mehrabian has often

Silent messages • In a classic study of silent messages, Albert Mehrabian has often been quoted on the findings that words, tone of voice, and body language are three elements of face-to-face communication. This is commonly known as the 7%-38%-55% Rule. Source: Mehrabian, A. (1971). Silent messages. Wadsworth, Belmont, California. Copyright © Houghton Mifflin Company. All rights reserved. 3|5

Quotations about nonverbal communication Based on your reading and experience, which of these quotes

Quotations about nonverbal communication Based on your reading and experience, which of these quotes best describes to you the importance of nonverbal communication? “What you do speaks so loud that I cannot hear what you say. ” --Ralph Waldo Emerson “The human body is the best picture of the human soul. ” --Ludwig Wittgenstein Copyright © Houghton Mifflin Company. All rights reserved. 3|6

Debate issue: Should managers use an authoritarian communication style? NO YES • • •

Debate issue: Should managers use an authoritarian communication style? NO YES • • • Some employees need the cool, firm communication style that authoritarian leaders provide. • Workers may resent a strict authoritarian leadership style. • The democratic and laissez-faire leadership styles allow workers to communicate with the supervisor and other members of their group. When authoritarian leadership is used, communication moves from top (supervisor) to bottom (employees). • An authoritarian leader assigns workers to specific tasks and expects precise results, so workers know exactly what is expected. Copyright © Houghton Mifflin Company. All rights reserved. Authoritarian leaders stifle workers’ creativity and their ability to solve problems. 3|7

Communication zones in the United States Public 12' - Social 4' - 12' Personal

Communication zones in the United States Public 12' - Social 4' - 12' Personal 18" - 4' Intimate 0 - 18" Copyright © Houghton Mifflin Company. All rights reserved. 3|8

Keys to better listening • • Give the speaker your undivided attention. Stay open-minded.

Keys to better listening • • Give the speaker your undivided attention. Stay open-minded. Don’t interrupt. Involve yourself. Insert photo of someone who is listening intently to someone else. Copyright © Houghton Mifflin Company. All rights reserved. 3|9

Quotes on listening Based on your experience, which of these Chinese proverbs best describes

Quotes on listening Based on your experience, which of these Chinese proverbs best describes to you the need for good listening? “To listen well is as powerful a means of influence as to talk well and is essential to all true conversation. ” “A wise old owl sat on an oak; The more he saw the less he spoke; The less he spoke the more he heard; Why aren't we like that wise old bird? ” “Listening is a magnetic and strange thing, a creative force. The friends who listen to us are the ones we move toward. When we are listened to, it creates us, makes us unfold and expand. ” Source: http: //thinkexist. com/quotations/listening/, accessed 10/1/07. Copyright © Houghton Mifflin Company. All rights reserved. 3 | 10

Communicating by telephone • Your telephone voice • Your telephone technique • Voice mail

Communicating by telephone • Your telephone voice • Your telephone technique • Voice mail • Telephone tag • Cell phones and paging devices Copyright © Houghton Mifflin Company. All rights reserved. 3 | 11

Leaving a telephone message As a customer, you want to speak to a Ms.

Leaving a telephone message As a customer, you want to speak to a Ms. Fairweather about your account with her company, J & K Limited. If Ms. Fairweather isn't in the office, leave the following information: “My name is ______. ” “My telephone number is ______. ” “I am calling about changing the specifics of my contract with J & K Limited. ” I can be reached until 5 o'clock at the above number. If you call after 5 o'clock, please call 999 -721 -9438. Source: Adapted from http: //esl. about. com/library/speaking/bltelephone_role. htm, accessed 10/1/07. Copyright © Houghton Mifflin Company. All rights reserved. 3 | 12

Taking a telephone message You are a receptionist at J & K Limited. A

Taking a telephone message You are a receptionist at J & K Limited. A customer would like to speak to Ms. Fairweather, but she is out of the office. Take a message and make sure you get the following information: • Customer’s name and telephone number, asking for the surname to be spelled. • Record the customer’s message for Ms. Fairweather. • Ask how late Ms. Fairweather can return the call to the given telephone number. Source: Adapted from http: //esl. about. com/library/speaking/bltelephone_role. htm, accessed 10/1/07. Copyright © Houghton Mifflin Company. All rights reserved. 3 | 13

Some quotes on meetings “Meetings are indispensable when you don’t want to do anything.

Some quotes on meetings “Meetings are indispensable when you don’t want to do anything. ” -- John Kenneth Galbraith “Football incorporates the two worst elements of American society: violence punctuated by committee meetings. ” --George Will “If you had to identify, in one word, the reason why the human race has not achieved, and never will achieve, its full potential, that word would be 'meetings. ‘” --Dave Barry Source: http: //www. brainyquote. com/quotes/keywords/meetings. html Copyright © Houghton Mifflin Company. All rights reserved. 3 | 14

Planning the meeting • Identify your purpose. • Determine whether a meeting is needed.

Planning the meeting • Identify your purpose. • Determine whether a meeting is needed. • Prepare an agenda. • Determine who should attend. • Determine logistics. Copyright © Houghton Mifflin Company. All rights reserved. Insert photo of a formal meeting 3 | 15

Checklist for fostering change Can any of these steps be done without communication? Source:

Checklist for fostering change Can any of these steps be done without communication? Source: Kreitner, Student Achievement Series: Foundations of Management, © 2008 by Houghton Mifflin Company, p. 382. Copyright © Houghton Mifflin Company. All rights reserved. 3 | 16

Setting the tone ICEBREAKERS • A remark or action intended to relieve tension or

Setting the tone ICEBREAKERS • A remark or action intended to relieve tension or reduce formality when initiating conversation or beginning a speech. It may also yield information about the members of a group. INTERNET EXERCISE • Do an Internet search using “icebreakers” as a keyword. Select two short icebreaker activities to share with the class. Choose one for a staff meeting and another for a training session. Copyright © Houghton Mifflin Company. All rights reserved. 3 | 17

Key terms • agenda • minutes • parliamentary procedure Copyright © Houghton Mifflin Company.

Key terms • agenda • minutes • parliamentary procedure Copyright © Houghton Mifflin Company. All rights reserved. 3 | 18

One-minute paper It is five minutes before the end of class. Take approximately one

One-minute paper It is five minutes before the end of class. Take approximately one minute to write an answer to this question: What was the most important thing you learned during this class? Please hand your answer to the instructor as you leave the class. A summary of your responses will be provided at the beginning of the next class. For other suggestions, see Angelo, T. & Cross, K. Classroom Assessment Techniques, San Fransisc: Jossey-Bass, p. 148. Copyright © Houghton Mifflin Company. All rights reserved. 3 | 19

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