1. © 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

2. Interpersonal communication is:
 communication which establishes, affirms and/or
negotiates relations between two or more people
 usually perceived as always oral in form, but written
forms also help ‘manage’ interpersonal relations
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

3. 1. ASSERTING
2. RECEIVING CRITICISM
3. RESOLVING CONFLICTS
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

4. PART I
ASSERTING
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

5.  at the heart of interpersonal communication
 refers to the manner by which you make explicit what
you think about or want from another person
 acknowledges your rights as an individual and the rights
of other people
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

6. © 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

7.  GIVING FEEDBACK
 LISTENING
 MAKING REQUESTS AND GIVING
DIRECTIVES
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

8. Deliver your feedback clearly and appropriately:
 What is your feedback about? (Content)
 How will you deliver it? (Delivery)
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

9.  Describe the problem in a non-judgmental way.
 Criticize the action or item, not the person.
 Focus on what needs to be done.
 Be specific and concrete.
 Always be constructive.
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

10.  Check your facts.
 Do not embarrass.
 If appropriate, accept partial responsibility for the
problem.
 Respect the other person’s right to respond.
 Feedforward.
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

11.  an assertion strategy
 silence or a pause is a form of assertion
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

12. Two specific strategies in attentive listening:
 Paraphrasing – shows your desire to understand
others
 Affirming – signals or implies respect for others’ ideas
and turn to speak
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

13.  These are important assertion strategies – you ask
others to do something for you
 You are likely to need to do these in the workplace
regardless of your position and status
 respect for others’ ideas and turn to speak
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

14. PART II
RECEIVING CRITICISM
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

15. TWO STRATEGIES:
 Agree to the criticism
 Seek for more information
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

16.  Ask for specific examples.
 Describe a situation and ask whether it illustrates the
problem.
 Paraphrase the criticism to focus on an outcome.
 Ask how you can improve.
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

17.  PART III
 RESOLVING CONFLICTS
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

18.  Act promptly.
 Begin by citing areas on which you agree.
 Schedule a meeting.
 Listen attentively.
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

19.  Focus on the problem, not the person.
 Brainstorm solutions.
 Formalize the solution.
 Implement the solution and set a date for follow-up.
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

20. Three interpersonal functions of
communication
1. ASSERTING
2. RECEIVING CRITICISM
3. RESOLVING CONFLICTS
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

21. Does culture matter in
Interpersonal communication?
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

22. In interpersonal communication, the key term is respect :
◦ Respect for your right to speak, write or be silent
◦ Respect for others’ right to speak, write or be silent
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE

23. THANK YOU!
© 2012 Centre for English Language Communication NATIONAL UNIVERSITY OF SINGAPORE