Inter Personal Communication Skills
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Inter Personal Communication Skills
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Inter Personal Communication Skills
- 1. Communications Interpersonal Communications
Hinweis der Redaktion
- Welcome everyone to course Introduce yourself Get class to introduce themselves and state what they want from course Ice breaker (optional) - could use it as part of introductions Review agenda can write it on flipchart for easy view Discuss times assigned for each component Discuss coffee and lunch breaks Establish parking lot - for issues to discuss later Discuss ground rules - one person at a time, address issue and not person, etc. Depending on your participants, you may wish to vary times
- This exercise is designed to give participants an opportunity to practice communication skills by asking questions of a partner, and then interviewing their partner. Each person reports back to the group on what they learned about their partner. Discuss some differences in the types of information shared. For instance, someone may focus on telling about their personal life, other their professional life, others their travels, etc.
- What is communication? Communicating and communication are complex interactions with a variety of definitions. A short definition is that communication is a process in which a person, through language, signs and symbols, conveys a message to another person. In order to understand the communication process, it is important to examine the basic elements and their impact on the message. The sender, message, channel, receiver, noise/distortion and feedback and each will now be reviewed and discussed.
- Discuss each component and generate discussion
- Review and discuss
- Review and highlight that next exercise is to discuss barriers.
- Now turn to discussion on the types of communication which will build on what was already reviewed and discussed
- Start with a role play. Assign two members of group to act as customer and employee. This should be prearranged so that the two people can think about the exchange and use the various forms of communication The rest of the group observes the behaviour and are asked tg pay attention to the various types of communication
- Ask participants if they feel that these percentages were evident in the role play? Refer them to the communication log which they can use
- Speech Range – musicality of your voice – 7-11 notes - this is normal voice range - monotone is less than 7 notes - difficult to listen to Pitch - point within range where voice is placed for speaking - deeper voices easier to hear than high squeaky ones Volume - loudness or softness - depends on location Enunciation - clearness of your speech Pronunciation - how you pronounce your words - dialect important factor Infliction - change in pitch to emphasize Tone - convey a range of emotions
- Ask participants to list some types of body language – record on flip chart, and show these on flipchart Body language – position (slouching, arms folded) - orientation – face to face, side to side - eye contact (direct, downward) - gestures (pointing, swaying) - facial expressions (communicate emotions) - touch - personal space Written Communication - provides medium where verbal not possible - can provide opportunity to convey message - can be interpreted for meanings/impressions
- Appearance/Image - how we dress - how we present ourselves - how we network or act in public Environment - office set up - location of desk – does it have space between you and person - boardroom seating – who sits at front? - personal space
- OPTIONAL – depends on discussion generated in reviewing last two slides If using it, use questions to generate discussion and mimic some body language and ask what it means.
- Review and discuss
- Review and discuss
- Paraphrasing allows you to test whether you understood what you heard from another person. Review the points Provide and and ask for examples I don’t think this office is doing to do it for me. You want to move to another space? Yes, that is what I would like.
- Perception checking is stating in your own words what you perceive the other person is feeling. Provide example and ask for examples Were you disappointed that your team wasn’t selected? You didn’t say anything in the meeting about the new policy – do you agree with it?
- Describing behaviour states only what has been observed and not what was said… Provide example and ask for examples Were you disappointed that your team wasn’t selected? You didn’t say anything in the meeting about the new policy – do you agree with it?
- When – separates person from problem I Feel – speaker is taking responsibility for his/her actions and clarifying feelings and indicating trust in the listener Because – pushes the speaker to look inside to define what bothers him/her about the situation Provide examples and ask for examples Your reaction may be: You make me so mad when you arrive late for the meeting Say: When you arrive late I feel frustrated because I find it difficult to continue the agenda when some matters have been discussed.
- Capture discussion on flipchart
- Review and discuss these – note that email exercise will follow so focus on the others
- This can be a great discussion topic as participants share email experiences. Can discuss the lack of formality (no hi, sign off, and use of chat line lingo such as yu, ttfn, etc)
- Review these and generate discussion on some others.
- This can be used as a discussion if time permits. Refer to the additional material for discussion points.