 Skills that a person uses to interact with other

people.

 Sometimes also referred to as people skills or

communication skills
Active listening and tone of voice, they include

delegation and leadership and effective

communication
A. Function of Communication

B. The Communication Process

C. Interpersonal Communication

D. Barriers of Communication
 Express our emotions
 Achieve joint understanding
 Get things done
 Pass on and obtain information
 Reach decisions
 Develop relationships
 Information Sending and Receiving
 Expressing Ideas
 Education
 Building Relationships
 Control member behavior

 Motivation for what is to be done

 Provide a release for emotional expression

 Provide information needed to make decisions

 Channel
Formulating /
Encodes Delivery

Message

Sender Receiver
Feedback

Response Perception /
Decodes

Understanding
 For example, you may want to communicate
something about your emotional state -- let's say that
you are angry.
 You can communicate that over a number of channels.
You could write a letter.
 You could send email.
 You could communicate it non-verbally or verbally.
 You could send a tape recording of your ranting about
why you are angry.
 Those are all different channels.
 The Sender – initiates message

 Encoding – translating thought to message

 The Message – what is communicated

 The Channel – the medium the message travels through

 Decoding – the receiver’s action in making sense of the message

 The Receiver – person who gets the message

 Noise – things that interfere with the message

 Feedback – a return message regarding the initial

communication
  Communication Skills Test

1.When conversing with others,

A. I usually do most of the talking.

B. I usually let the other person do most of the talking.

C. I try to equalize my participation in the conversation.

  Communication Skills Test

2. When I first meet someone,

A. I wait for the other person to make the introduction first.

B. I introduce myself with a smile and offer a handshake.

C. When I first meet someone, I hug the person.

  Communication Skills Test

3. I usually,

A. "warm-up" new conversations with small talk.

B. I usually avoid small talk and jump into more important
matters.
C. I usually avoid starting conversations.
  Communication Skills Test

4. I usually,

A. Make an effort to remember and use peoples' names.

B. Don't pay attention to names as I tend to forget them.

C. Only learn the names of important people.

  Communication Skills Test

5. I_________ use courtesy words and phrases - "Please,"

"Thank you," "You’re welcome," "I'm sorry.“

A. Frequently

B. Occasionally

C. Never
  Communication Skills Test

6. I tend to

A. to be serious and don't smile often while conversing.

B. Smile all the time while conversing.

C. Smile at appropriate times while conversing.

  Communication Skills Test

7. I ________make eye contact while conversing.

A. Always.

B. Sometimes.

C. Never.
  Communication Skills Test

8. While conversing,

A. I hold my head still at all times.

B. I nod my head at appropriate times.

C. I nod my head constantly.

  Communication Skills Test

9. While conversing,

A. I stand one-foot away from the person.

B. I stand two- to three-feet away from the person.

C. I stand five- to six-feet away from the person.

  Communication Skills Test

10. I often,

A. Stand while talking to a person who is sitting.

B. Sit while talking to a person who is sitting.

C. Lean down while talking to a person who is sitting.

  Communication Skills Test

11. To end a conversation,

A. I often just leave.

B. I begin to look impatient hoping the person will get the hint.

C. I wrap up with a closing statement

  Communication Skills Test

12. If a co-worker has put on weigh

A. I say nothing about it.

B. I tell the person that he or she has changed in appearance.

C. I honestly tell the person that he or she looks fat.

  Communication Skills Test

13. When I'm listening to the speaker

A. I often cross my arms over my chest.

B. I often lean back and turn my body away from the speaker.

C. I often lean slightly forward and face my body toward the

speaker.
  Communication Skills Test

14. When I cross my leg

A. I cross my leg facing the speaker.

B. I cross my leg away from the speaker.

C. I bob my foot.
  Communication Skills Test

15. While listening,

A. I tend to be distracted by things going on around me.

B. I listen for meaning and ask questions.

C. I watch the person speak, but I don't "hear" a word.

  Communication Skills Test

16. When someone talks about an unfortunate or sad

experience

A. I don't comment about it.

B. I try to change the subject.

C., I try to relate to the person's feelings and show sensitivity

to his or her misfortune.

  Communication Skills Test

17. When I discuss a topic

A. I tend to talk about and focus on positive (good) aspects.

B. I tend to talk about and focus on the negative (bad)

aspects.

C., I tend to complain.

  Communication Skills Test

18. When I have a negative opinion or comment

A. I just say it.

B. I lead in with a positive comment first.

C. I say nothing.
  Communication Skills Test

19. When I receive unfavorable feedback

A. I note where I need to improve.

B. I get angry and defensive.

C. I deny the problem, make excuses, or plead ignorance.

  Communication Skills Test

20. When I give a person negative feedback

A. I focus on the person's observable work or behavior and

offer suggestions.

B. When I give a person negative feedback, I focus on what I

don't like about the person.

C. I simply tell the person what to do right.

  Communication Skills Test

21. When I give a person negative feedback,

A. I do it around others so everyone can hear.

B. I do it in front of the supervisor.

C. I talk with the person alone in a private place.

  Communication Skills Test

22. When I disagree with a person,

A. I listen first, ask questions for clarification, then disagree

non-judgmentally.

B. I quickly point out the person is wrong and why.

C. When I disagree with a person, I say little or nothing.

  Communication Skills Test

23. When I'm in a group,

A. I tend to frown a lot.

B. I tend to smile and use humor at appropriate times.

C. I tend to be serious.
Averaged score is 18
 Oral Communication

 Written Communication

 Nonverbal Communication
speech: (language) communication by word of mouth;
"his speech was garbled"; "he uttered harsh language";
"he recorded the spoken language of the streets"
 Oral

Advantages Disadvantage

Speed and feedback Distortion of the

message
Communication by means of written symbols (either
printed or handwritten)
 Written

Advantages Disadvantage

Tangible and verifiable Time-consuming and

lacks feedback
 Nonverbal

Advantages Disadvantage

Supports other Misperception of body

communications and language or gestures
provides observable can influence
expression of receiver’s
emotions and interpretation of
feelings message
 Body Movement
 Unconscious motions that provide meaning
 Shows extent of interest in another and relative
perceived status differences
 Intonations and Voice Emphasis
 The way something is said can change meaning
 Facial Expressions
 Show emotion
 Physical Distance between Sender and Receiver
 Depends on cultural norms
 Can express interest or status
 Each person’s borders is an important part of communication.
The way you use your voice on the telephone will impact
on how the message is received. Tone of voice,
intonation and emphatic stress all carry meaning and
can affect the way the other person perceives your
message.
Direction of hand Movement
 Up  Weak
 Down  Firm
 straight  Pumping
handshake - palm down

Dominance

Usually a firm handshake, the 'upper hand' tends to

impose and/or create a dominant impression.
handshake - palm up

Submission, Accommodating

Usually not a strong handshake,

the lower hand has submitted to the upper hand

dominance.
handshake - both hands

Seeking to convey trustworthiness and honesty, seeking

to control Whether genuine or not, this handshake is
unduly physical and (often) uncomfortably
domineering.
handshake - equal and vertical

Non-threatening, relaxed

Most handshakes are like this.

pumping handshake

Enthusiasm

A hard pumping handshake tends to indicate energy and

enthusiasm of the shaker towards the other person,
the meeting, situation or project, etc).
weak handshake
Avoid the common view that a weak handshake is
the sign of a weak or submissive person. It is not.
Weak handshakes can be due to various aspects of
personality, mood, etc.
People who use their like musicians, artists,
surgeons, etc., can have quite gentle sensitive
handshakes.
firm handshake

Outward confidence

Avoid the common view that a firm handshake is the

sign of a strong solid person. It is not.

Firm handshakes are a sign which could mask a weak

nature, or personality.
handshake with arm clasp

Seeking control, Paternalism

When a handshake is accompanied by the left hand

clasping the other person's right arm this indicates a
wish to control or a feeling of care, which can be due to
arrogance.
Things people say or do that are
obstacles to good conversation or
good interpersonal interaction.
State all the barriers that you can think of that
impact on your day-to-day communication.

2
1. Physical
2. Psychological
3. Semantic
4. Cultural
5. Emotional
6. Gender
7. Language
Called mechanical barriers

 Personal Health

 Disabilities

 Environmental disturbances
Things that result from the performance
characteristics and limitations of the
human body and the human mind.
 Is the science of the meaning of words.

 Keep it short ,simple & straight to the point.

 Syntax must be simple.

 In the event that .
 IF

 In the present circumstances

 Since

 Termination
 End
Behavior, acceptable in one culture ,may be
thought unsuitable by someone from
another.
The iceberg metaphor for culture

9
 One of the chief barriers is emotional barrier.

 It is comprised mainly of fear, mistrust and

suspicion.

 The roots of our emotional mistrust of others

lie in our childhood and infancy when we were

taught to be careful what we said to others
 A woman speaks between 22,000 and 25,000

words a day

 A man speaks between 7,000 and 10,000.

 In childhood, girls speak earlier than boys and at

the age of three, have a vocabulary twice that of

boys.
• The reason for this ,When a man talks, his
speech is located in the left side of the brain
but in no specific area.

• When a woman talks, the speech is located in

both hemispheres and in two specific
locations.
 Prefer conversation for rapport building

 Want empathy ,not solution

 Are more likely to compliment

 Emphasize politeness

 More conciliatory
• Talk to persuade and display knowledge
and skill

• Work out problems on an individualized

basis

• Are more directive in conversation

• Call attention to their accomplishments

Language that describes what we want to
say in our terms may present barriers to
others who are not familiar with our
expressions, buzz-words and jargon
 Assumptions
 Lingo
 How can I send clear Messages

1-Use multiple channels

2-Be complete and specific

3-Take responsibility

4- Be congruent

5- Simplify your languages

 How to Keep Credibility

 Know what you are talking about

 Establish mutual trust

 Share all relevant information

 Be honest

 Be reliable
 How to Keep Credibility

 Be warm and friendly

 Be dynamic

 Appropriate self-disclosure
 Feedback

1. Take the initiative to ask for feedback

2. Don’t be defensive

3. Check your understanding

4. Check your underlying assumptions

5. Be sensitive to the providers nonverbal messages

6. Ask question to clarify