Communication Interpersonal Skills Learning Objectives To understand the
Communication & Interpersonal Skills
Learning Objectives • To understand the elements of effective communication • To learn about the communication cycle • To understand various types of communications • To learn to better communicate with peers, managers and sponsors • To improve interpersonal relationships and skills • To create positive relationships
Ice Breaker exercise Follow the instructions given to you by the facilitator
DEFINING COMMUNICATION AND TYPES OF COMMUNICATION Communication is an important way in which individuals exchange ideas and information and build relationships. Often communication styles, especially for young people, are based on ideals that include similarity, reciprocity, trust, selfdisclosure, and emotional support. There are many styles of communication including verbal, nonverbal, and written
� Verbally exchanging ideas and thoughts with others is the most common form of communication. � Nonverbal communication includes facial expressions, tone of voice, gestures, eye contact, and body language. Among youth, other types of nonverbal communication to consider may include dress, hairstyles, and music. Differences in nonverbal and verbal messages can cause misunderstandings in communication when individuals have difficulty understanding the other person’s communication style.
Written communication offers young people a way to express themselves. Word choice, sentence structure, and style are three important factors related to effectively communicating in the written form. Due to advances in new technologies of communication (e. g. , computers, internet, mobile phones) and their widespread use, written language has been adapted to meet the everchanging demands of communication via texting, instant messaging, and social networking.
ELEMENTS OF EFFECTIVE COMMUNICATION KNOW YOUR AUDIENCE MAINTAIN CLARITY EXPRESS KEY POINTS SELECT AN APPROPRIATE MEDIUM WELCOME FEEDBACK
BARRIERS TO COMMUNICATION There are many reasons why interpersonal communications may fail. In many communications, the message may not be received exactly the way the sender intended and hence it is important that the communicator seeks feedback to check that their message is clearly understood.
There exist many barriers to communication and these may occur at any stage in the communication process. Barriers may lead to your message becoming distorted and you therefore risk wasting both time and money by causing confusion and misunderstanding. Effective communication involves overcoming these barriers and conveying a clear and concise message
A great way to overcome barriers ACTIVE LISTENING � The way to become a better listener is to practice "active listening. " This is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, try to understand the complete message being sent. In order to do this you must pay attention to the other person very carefully. � You cannot allow yourself to become distracted by whatever else may be going on around you, or by forming counter arguments that you'll make when the other person stops speaking. Nor can you allow yourself to get bored, and lose focus on what the other person is saying. All of these contribute to a lack of listening and understanding.
1. Pay Attention Give the speaker your undivided attention, and acknowledge the message. Recognize that non-verbal communication also "speaks" loudly. Look at the speaker directly. Put aside distracting thoughts. Don't mentally prepare an argument/rebuttal Avoid being distracted by environmental factors eg, side conversations. "Listen" to the speaker's body language.
2. Show That You're Listening Use your own body language and gestures to convey your attention. Nod occasionally. Smile and use other facial expressions. Note your posture and make sure it is open and inviting. Encourage the speaker to continue with small verbal comments like “yes” and “uh huh”
3. Provide Feedback Our personal filters, assumptions, judgments, and beliefs can distort what we hear Reflect what has been said by paraphrasing. "What I'm hearing is, " and "Sounds like you are saying, " are great ways to reflect back. Ask questions to clarify certain points. "What do you mean when you say. " "Is this what you mean? " Summarize the speaker's comments periodically.
4. Limit interruptions Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message. � Allow the speaker to finish each point before asking questions. � Don't interrupt with counter arguments. � 5. Respond Appropriately You add nothing by attacking the speaker or otherwise putting him or her down. � Be candid, open, and honest in your response. � Assert your opinions respectfully. � Treat the other person in a way that you think he or she would want to be treated. �
NON VERBAL COMMUNICATION � Non-verbal communications include facial expressions, the tone and pitch of the voice and gestures displayed through body language. These non-verbal signals can give clues and additional information and meaning over and above spoken (verbal) communication. � The way you listen, look, move, and react tells the other person whether or not you care, if you’re being truthful, and how well you’re listening. When your nonverbal signals match up with the words you’re saying, they increase trust, clarity, and rapport. When they don’t, they generate tension, mistrust, and confusion.
How do they know whether to run or not? Describe the communication process used
UNDERSTANDING INTERPERSONAL RELATIONSHIPS AND SKILLS Interpersonal skills include not only how we communicate with others, but also our confidence and our ability to listen and understand. Problem solving, decision making and personal stress management are also considered interpersonal skills. The Interpersonal Process: Interpersonal Skills + Interpersonal Communication = Interpersonal Relationships
INTERPERSONAL RELATIONSHIPS CAN TAKE THE FOLLOWING FORMS Friendship - Friendship is a freely chosen association Family - Family consists of persons directly related to you parents, siblings etc Romantic - Romantic relationships are defined in terms of intimacy and commitment. Professional Relationships - Professional communication encompasses small group communication and interviewing.
IMPROVING INTERPERSONAL AND SOCIAL SKILLS Listen to people – This sound simple enough but it is amazing how only a few people really possess the ability to listen people out and respond accordingly. Bear in mind that it is the courtesy or respect of listening to people which is sought more than agreeing to their views. Empathy – This is the ability to look at things from the point of view of other people. Instead of thinking and reacting in line with your feelings, get into the shoes of the person you are dealing with instead. With clear understanding of what the person wants, you would be able to get along with him much better.
Facial Expressions – Make sure that your face bears the same expression as your voice. For example, you cannot hope to make a good impression when you are saying yes to something while the face clearly conveys no. Tone of voice – Inculcate the habit of putting on just the right tone for the occasion. It is the first thing that people take notice of when you communicate with them. The content of what you say is of secondary importance.
Honesty with tact – Honesty is the best policy but only when tempered with tact. Always be vigilant about putting your word across in an acceptable manner, especially when the topic turns to sensitive issues of your listener.
Developing social skills Social skills are like any other kind of skill - they can be learned. How do you know if you need to improve your social skills? Ask yourself if you: Consider yourself a shy person. � Wish that you had more friends but don't know how to go about making them. � Often feel uncomfortable with other people. � Find it hard to know what to say sometimes. � Think of yourself as a 'loner'. � Sometimes feel like there's nobody to turn to when you need support. � If any of these things are true, then you may benefit from working on your social skills. �
All types of social skills are needed
Basic interaction skills These are the simple skills involved in conversing and interacting with others on an everyday basis. They include: � Making frequent eye contact � Smiling when greeting people and talking � Showing "confident" body language: an open, direct stance, not fidgeting or twisting. � Basic politeness: saying please and thank-you, saying hello and good-bye, etc. � Showing interest in others, e. g. , asking how their day was, how they thought the match was etc.
Making conversation These are the skills you use when talking to other people. They include: Taking turns when talking Listening and showing interest in what the other person has to say "Small talk": being able to chat about unimportant things Nodding and smiling to indicate that you are following along Using humour Knowing when to disclose personal information and when not to
Building and maintaining relationships There are many skills involved in making and sustaining relationships. For example: � Approach skills: being able to go up and start talking to someone who you don't know or don't know well. � Sharing decision making, i. e. , not always insisting on having one's way but negotiating about what to do, where to go, etc. � Maintaining contact, i. e. , not expecting the other person to "do all the work" of keeping up the relationship. � Thoughtfulness: "thinking ahead" about what might be a nice ting to do for your friend.
Empathy � Empathy means being able to put yourself into someone else's shoes and recognising their feelings. It is not the same as sympathy or "feeling sorry for someone". Empathy is responding in an understanding and caring way to what others are feeling. Empathic skills include: � Noticing other people's feelings. � Expressing concern at others' distress. � Being able to recognise what someone else might be feeling in a given situation. � Showing sensitivity to others' feelings when communicating. For example, being tactful when making critical comments (when criticism is necessary and/or appropriate).
Dealing with conflict Social interactions do not always run smoothly. Conflict resolution skills include: Assertiveness, or being able to say what you are feeling without being aggressive or getting personal. Negotiation skills: being able to discuss a conflict calmly and rationally and come to an agreement about a solution.
Spider’s Web
Spider’s web De-briefing 1. 2. 3. 4. 5. 6. 7. 8. 9. How did you feel blindfolded? Was the exercise easy to do without being able to see? How did you feel receiving instructions? Were instructions clear? What was the most difficult part of the exercise? How did you overcome these difficulties? How did you feel directing persons who could not see? How did you have to change your communication style? How did you get participants to trust you? What did you learn from the exercise?
Recap • What are the main elements of effective communication? • What are the stages of communication cycle? • Where can barriers occur? How can we overcome them? • What other types of communication do we use? • How can you improve your interpersonal relationships and skills? • How can you better communicate with peers, managers and sponsors? • How do you create more positive relationships?
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