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Communications . Interpersonal Communications. Interpersonal Communication Skills Agenda . Icebreaker Welcome and Overview Communication Process Types of Communication Verbal Non-verbal Listening Factors influencing Communication Parking Lot Discussion/Evaluation.

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communications

Communications

Interpersonal Communications

interpersonal communication skills agenda
Interpersonal Communication SkillsAgenda
  • Icebreaker
  • Welcome and Overview
  • Communication Process
  • Types of Communication
    • Verbal
    • Non-verbal
    • Listening
  • Factors influencing Communication
  • Parking Lot
  • Discussion/Evaluation
interpersonal communication skills exercise 1
Interpersonal Communication SkillsExercise 1
  • Pair participants with someone they don’t know, if possible
  • Take five minutes to interview each other to learn enough to introduce your partner to the group
  • Each person introduces their partner to the group
interpersonal communication skills
Interpersonal Communication Skills
  • What is communication
    • A process in which a person, through language,signs and symbols, conveys a message to another person
    • Comprised of
      • Sender
      • Message
      • Channel
      • Receiver
      • Feedback
      • Barriers
interpersonal communication skills1
Interpersonal Communication Skills
  • Sender
    • Language and how you use it
    • Credibility
    • Knowledge of content, audience and context
    • Experience, attitudes and values
  • Message
    • Written – words, sentences, paragraphs
    • Oral – use of voice – tone and pitch
    • Non-verbal – gestures, facial expressions, eye contact, environment (office set up)
interpersonal communication skills2
Interpersonal Communication Skills
  • Channel
    • Verbal – face to face meetings, telephone, video
    • Written – reports, letters
  • Receiver
    • Abilities
    • Attitudes
    • Experience
  • Feedback
    • Receiver responds in some way
    • Sender can evaluate effectiveness of message
interpersonal communication skills3
Interpersonal Communication Skills
  • Barriers
    • Inappropriate medium or channel
    • Incorrect grammar, inflammatory words, words that conflict with body language
    • Technical jargon
    • Noise
      • Can occur at any stage
      • Can be interference from various sources – radio, chatter, etc.
interpersonal communication skills exercise 2
Interpersonal Communication SkillsExercise 2
  • Discuss barriers to communication process
  • Brainstorm and discuss some barriers in your workplace or volunteer group
interpersonal communication skills case study exercise 3
Interpersonal Communication SkillsCase study exercise 3
  • Exercise
    • Identify strategies to deal with common communication problems
types of communication
Types of Communication
  • Verbal
  • Non-verbal
  • Listening
types of communication exercise 4
Types of CommunicationExercise 4
  • How we communicate
    • Role Play
how we communicate
How we communicate
  • Verbal – 7%
  • Quality and tone of voice – 38%
  • Visual (non-verbal) 55%
verbal communication
Verbal Communication
  • Speech
    • Rang e
    • Pitch
    • Volum e
    • Enunciatio n
    • Pronunciatio n
    • In fliction
    • T one
non verbal communication
Non-verbal communication
  • Body language
  • Written communication
non verbal communication1
Non-verbal communication
  • Appearance/image
  • Environment
interpreting non verbal behaviour exercise 5
Interpreting Non-verbal Behaviour Exercise 5
  • Discover what you know about non-verbal language
  • Think about some non-verbal behaviours that have not been discussed
listening exercise 6
ListeningExercise 6
  • Complete the listening skills exercise
  • Rate your listening skills
types of listening
Types of Listening
  • Pseudo
    • Listen to meet some other need
    • Make people think you are interested
    • Keep alert to see if you are being rejected
    • Get some time before your next comment
    • Pretend to be listening to be polite
    • Natural to be pseudo listening some times
types of listening1
Types of Listening
  • Active
    • Listen without barriers (time, emotional)
    • Listen to the entire message by focusing on verbal and non-verbal message
    • Listen using your non-verbal communication skills
    • Listen to the person without interrupting, judging or arguing
    • Clarify and ask questions or paraphrase
improving listening through feedback
Improving Listening through Feedback
  • Paraphrasing
  • Perception checking
  • Describing behaviour
  • Making “I” statements
paraphrasing
Paraphrasing
  • Tests your understanding of communicator’s message
  • Allows communicator to clarify a misunderstanding
  • Provides climate where communicator can feel understood
  • Provides communicator with sense that what they are saying is important
perception checking
Perception Checking
  • Describe other\'s feelings or behavior
  • Indicates to person that you want to understand their feelings
  • State interpretation of behavior
  • Ask if interpretations are accurate
describing behaviour
Describing Behaviour
  • State what has been observed
  • Does not judge behaviour
  • Use it to indicate negative behaviour
  • Provides non-threatening opening to further communication
making i statements
Making “I” Statements
  • Use when you want to explain your feelings
  • Use to reduce level of tension in conflict situation
making i statements1
Making “I” Statements
  • How to make an I statement
    • -When (description of behaviour, not person),
    • -I feel (description of the feeling,
    • -because (tangible or real effect) or how about if (suggestion for change) pushes speaker to define what disturbs him/her
paraphrasing exercise 7
Paraphrasing Exercise 7
  • Discuss some ways to provide feedback through paraphrasing
  • Discuss the exercises in manual
giving and receiving feedback exercise 8
Giving and Receiving FeedbackExercise 8
  • Assign groups
  • Write your responses
  • Share responses with group
  • Select one response to share with large group
ways we communicate public speaking exercise 9
Ways We CommunicatePublic Speaking Exercise 9
  • Discuss public speaking fears
  • Discuss some strategies to improve public speaking fears
ways we communicate
Ways We Communicate
  • Speeches
  • Presentations
  • Correspondence/office communication
  • Telephone
  • Voice mail
  • Email
  • Websites
  • Blogs
  • Others?
email practices exercise 10
Email PracticesExercise 10
  • Discuss advantages and disadvantages of email
factors influencing effective communication
Factors Influencing Effective Communication
  • Special needs/accessibility
  • Environment/setting
  • Literacy skills
  • Cultural factors
  • Email etiquette
  • Tone
  • Respect and appropriateness
  • Gender neutrality
  • Jargon
  • Others
communication blockers
Communication Blockers
  • Responses that can block effective communication
    • Evaluation response
    • Advise giving response
    • Topping response
    • Diagnosing, psychoanalytic response
    • Prying-questioning response
before moving on
Before moving on…
  • Parking Lot
  • Summary
  • Evaluation
interpersonal communications
Interpersonal Communications
  • Questions?
  • Thank you!
  • See you tomorrow!
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