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GXEX1406

Thinking and Communication Skills

Interpersonal
Communication

1
Introduction
 Interpersonal communications means
"showing appropriate ways to exchange your
ideas and needs."

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Introduction - Cont.
A student demonstrates appropriate
application of this skill when he / she can do
a good job of presenting both sides of an
issue, showing how both sides feel and
interact, showing respect, using appropriate
language, not using "put downs", and using
strategies such as "I messages" and refusal
techniques.

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Introduction - Cont.
 Some examples of activities that help to build
this skills include skills, role plays, dialogue,
and puppet shows.

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Agenda
 Interpersonal Communication Primer
 Interpersonal Communication Skills

 Communication Styles

 Communication during a crisis

 Functions of interpersonal communication

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Vocabulary
 interpersonal

 of relationships between people:


concerning or involving relationships between
people

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Vocabulary - Cont.
 Communicate (from Latin word “to share”)
 exchange information: to give or exchange
information, for example, by speech or writing
 convey: to transmit or reveal a feeling or thought by
speech, writing, or gesture so that it is clearly
understood
 understand one another: to share a good personal
understanding.

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Vocabulary - Cont.
 Communication

 exchange of information: the exchange of


information between individuals, for example,
by means of speaking, writing, or using a
common system of signs or behavior.

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Five methods of
communication
 Written word
 Spoken word

 Visual images

 Multimedia

 Symbolic gesture

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The 6 written communication
methods
1. memo – less formal than letter, more likely to be read,
not confidential
2. notice boards – may never be read, good for staff-to-staff
3. letter to staff – private, personal, lends weight to its
subject
4. e-mail – private, less formal than letter, less likely to be
kept like letter
5. faxes – personal, public
6. internal newsletter – public, not for bad news, useful for
minor but necessary news

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The 5 verbal communication
methods
1. telephone – immediate, informal, private
2. one-to-one meeting – confidential, more formal than
phone call
3. departmental or inter-departmental meeting – for
group interaction, for discussion
4. presentation – persuasive, one-sided (control
interruptions)
5. company meeting – for very important news,
everyone hears at the same time

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Basic concepts
 Sender

 Message

 Medium

 Recipient

 Feedback

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Interpersonal Communication
Primer
 You listen to and acknowledge other people's
thoughts and feelings: Rather than showing
that you only care about broadcasting your
feelings and insisting that others agree with
you, you encourage others to express what
they are thinking and feeling. You listen and
try to understand.

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Interpersonal Communication
Primer - Cont.
 You express your own thoughts and feelings
openly and directly: If you only listen to what
other people are thinking or feeling and you
don't express your own thoughts or feelings,
you end up feeling shortchanged or "dumped
on."

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Interpersonal Communication
Skills
• I-statements help you express the way you feel and
what you want with great clarity. Sometimes people
use "you" statements, such as "You never call when
you are going to be late." This type of statement can
make others feel angry and defensive immediately.
When you use I-statements, such as, "I really need
to know when you're going to be here so I can make
plans," you express your the concern in terms of
you.

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Interpersonal Communication
Skills - Cont.
A respectful tone of voice conveys that you
are taking others seriously and that you also
expect to be taken seriously. In addition,
people with good communication skills are
assertive without being aggressive or
manipulative

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Interpersonal Communication
Skills - Cont.
• Eye contact is vital for good communication.
For example, how would you feel if the
person you were talking to kept looking
around the hallway or out the window?

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Interpersonal Communication
Skills - Cont.
• Appropriate body language encourages
conversation. Nodding your head, smiling,
laughing, using words such as "uh-huh" and
"yeah" and asking questions at appropriate
times assure the person that you are really
listening.

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Interpersonal Communication
Skills - Cont.
• Clear, organized ideas help you accurately
and honestly describe your feelings and
contribute to conversations and to decisions
that need to be made. Good communicators
are also specific. For example, a good
communicator would say, "I need to use the
computer from 7-9," as opposed to "I'll need
the computer tonight."

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Communication Styles
 Passive communication involves the inability
or unwillingness to express thoughts and
feelings. Passive people will do something
they don't want to do or make up an excuse
rather than say how they feel.

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Communication Styles - Cont.
 Assertive behavior involves standing up for
oneself. Assertive people will say what they
think and stand up for their beliefs without
hurting others

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Communication Styles - Cont.
 The aggressive style of communication
involves overreaction, blaming and criticizing.
Aggressive people try to get their way
through bullying, intimidating or even physical
violence. They do not or will not consider the
rights of others.

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Communications during a
crisis
 EffectiveListening
 Appropriate Self-disclosure

 Audience Understanding

 Perceptual Clarity

 Channel Awareness (all senses)

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Communications during a
crisis - Cont.
 Effective Verbal Messages
 Reasoning
 Evidence
 Credibility
 Organization
 Style

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Communications during a
crisis - Cont.
 Effective Nonverbal Messages
 Vocalics
 Kinesics
 Artifacts
 Touch
 Proxemics
 Environmental factors

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Communicate Under Pressure
 keep everyone inform at the same time
 give everyone important instructions
collectively
 encourage people to ask questions
 involve people in key decisions
 be available
 let them see that you are rooting from them
 keep your sense of humor

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Functions of Interpersonal
Communication
 Gaining Information
 Building a Context of Understanding

 Establishing Identity

 Interpersonal Needs
 Inclusion
 Control
 Affection

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Good Communication Benefits
 less gossip
 better motivation

 higher productivity

 increased staff loyalty

 lower staff turnover

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Summary
 Interpersonal Communication Primer
 Interpersonal Communication Skills

 Communication Styles

 Communication during a crisis

 Functions of interpersonal communication

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Let’s think about it
 We hear but we do not listen
 We see but we do not observe/read

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References
 Functions of Interpersonal Communication at http://
www.abacon.com/commstudies/interpersonal/infunctions.html by
Tim Bochers, Moorhead State University, US
 Interpersonal Communication Involves… at
http://www.uh.edu/crc/intcomm.html by Crisis Resource Center,
Universirty of Houston (2002)
 Interpersonal communication at Health Teacher
http://www.healthteacher.com/teachersupports/skills4.asp by
Anita Davis, Health Teacher.com, Tennesse, US. (2002)
 Four Principles of Intersonal Communication
http://www2.pstcc.cc.tn.us/~dking/interpr.htm by Donn King,
Associate Professor, Pellissippi State Technical Community
College, Knoxville. US.

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Reference Books
 Shirley Taylor, Essential Communication
Skills: The Ultimate Guide To Successful
Business Communication, Longman, 2000
,ISBN 0 582 43202 2
 Ros Jay, The Seven Deadly Skills Of
Communicating, International Business
Press, 1999, ISBN 1-86152-373-4,
www.itbp.com

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