Human Relations The term Human Relations refers to relationships between people. The relationship...
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Human Relations and Communication
Human Relations The term Human Relations refers to relationships between people. The relationship can be formal or informal, close or distant, emotional
Human Relations The term Human Relations refers to
relationships between people. The relationship can be formal or
informal, close or distant, emotional or unemotional.
Slide 4
The Basics of Communicating with others Interpersonal
communication skills are the tools we use to let others know what
we think, feel, need, and want. And they are how we let others know
that we understand what they think, feel, need, and want.
Slide 5
What is communication? Communication is the activity of
conveying information, thoughts, and ideas. Communication requires:
a sender a message intended recipient / receiver
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Includes both the spoken and written word The communication
process is complete once the receiver has understood the
sender.
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Verbal Communication
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Exchange of information using words. Includes both the spoken
or written word.
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Nonverbal communication: Sending and receiving wordless
messages Expresses more of the meaning of a message than verbal
communication Understanding the message 1. 7% by spoken word 2. 38%
by the tone of the voice 3. 55% by body language
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Types of nonverbal communication
Slide 14
Humans pride themselves on their seemingly unique ability to
verbalize feelings and ideas. While the mouth tells one story,
gestures and posture may tell a different story.
Slide 15
Gestures 1. Express variety of feelings Contempt Hostility
Approval Affection 2. Can be used in addition to words 3. Differ by
culture Gestures should be observed in clusters to provide a more
accurate picture of person being observed Each gesture is like a
sentence The sum total of postures and gestures relate a non-verbal
story
Slide 16
Behavioral scientists have found that some basic communication
gestures are universal and believed to be inherent Examples are:
smiling, shrugging, nodding Children tend to exaggerate these
gestures making their body language easy to read
Slide 17
Body Language and Posture 1. Unconscious barrier between you
and the receiver crossing arms 2. Sign of disbelief - scratching
the chin 3. Good health and positive attitude shown by erect
posture 4. Fatigue -slumped posture 5. Angry - clenched fist 6.
Anxiety - clearing the throat 7. Assertiveness - pointing
finger
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8. Boredom - leaning on one's elbow with the chin in the hand
9. Boredom - wiggling a foot 10. Concealing something - no eye
contact 11. Defiant - hands on hips 12. Dominance - sitting
backwards on a chair 13. Doubtful - touching ear 14. Everything
under control - thumbs in belt or pants
Slide 19
15. Expectation - rubbing palms 16. Feeling superior - hands
behind one's back 17. Guilt - lowering the eyes 18. Honesty - open
palms occasionally touching the chest 19. Impatience - tapping or
drumming fingers 20. Insecurity - biting fingernails 21. Interest
in someone or something - tilted head 22. Lack of confidence -
failing to look someone in the eyes
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23. Lying - touches face 24. Making a decision - stroking chin
25. Needing reassurance - hand to throat 26. Nervous - fiddling
with items 27. Readiness - standing with hands on hips 28.
Rejecting what is being said - rubbing nose 29. Unconcerned - leg
swung over chair 30. Unwilling - arms crossed tightly across
chest
Slide 21
Facial Expressions 1. Most expressive part of the body 2. Seven
universally accepted emotions shown fear anger surprise contempt
disgust happiness sadness
Slide 22
Eye Contact 1. Often initiates communication 2. Good contact
means respect, a willingness to listen, and to keep communication
open 3. Looking away means anxiety, defenselessness, or avoidance
of communication 4. Cultural Differences a. view eye contact as an
invasion of privacy b. eye contact considered disrespectful
Slide 23
Object communication such as clothing, hairstyles, graphics,
and symbols Healthy people with good self-esteem pay attention to
dress and grooming People feeling ill show much less interest in
appearance and dress
Slide 24
Touch Multiple meanings positive message: affirmation,
reassurance, share warmth, approval and emotional support negative
message: anger, frustration, punishment, invasion of personal
space
Slide 25
Nonverbal Communication Activity Survey of Nonverbal
Impressions Photographs
Slide 26
Elements of effective communication The message must be clear
1. Use terms that the receiver can understand 2. Know the
developmental level of the other person and use language
appropriate to that level.
Slide 27
3. Deliver the message in a clear and concise manner Good
grammar and correct pronunciation are essential Avoid slang terms,
words with double meanings, or meaningless phrases such as you
know, or all that stuff The tone and pitch of voice are important
Do not speak too fast or too slowly Written communication - the
message should be spelled correctly, contain correct grammar,
proper punctuation, and it should be concise.
Slide 28
4. The receiver must be able to hear and receive the message
People may be heavily medicated, have a hearing or vision loss, or
speak a different language Use alternate ways to communicate such
as writing the message out, using an interpreter, or repeating the
message
Slide 29
5. The receiver must be able to understand the message Use
terms the person understands The persons attitudes and prejudices
may interfere with understanding Your own attitudes and prejudices
may interfere with understanding
Slide 30
6. Interruptions or distractions must be avoided Trying to talk
while answering the phone or writing a message will decrease the
effectiveness of communication Environmental factors may affect
communication, (e.g. uncomfortable temperatures or loud noises such
as a loud TV or radio may interfere with communication)
Slide 31
Conversation
Slide 32
1. Control the tone of your voice: convey interest instead of
boredom, patience rather than anger 2. Be knowledgeable about the
topic of conversation: be honest and confident 3. Be flexible: you
may want to discuss a certain subject and the other person wants to
discuss something else 4. Be clear and concise: stay on one subject
at a time 5. Avoid words that might have different interpretations
6. Be truthful 7. Keep an open mind: others have valuable
contributions 8. Take advantage of available opportunities
Slide 33
Therapeutic communication skills Listening Silence Offering
Self Reflection Encouraging elaboration General leading statements
Giving information Open ended questions
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Listening Active listening is a foundation communication skill.
It is a primary assumption that the listener is trying to
understand the speakers point of view or experience.
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Key Tips for Active Listening The following tips, though not
always possible in a given moment or place, will aid our effort to
hear and understand what the speaker is saying.
Slide 36
Choose to listen Be alert and relaxed and take sufficient time
Maintain eye contact Indicate that you are paying attention to what
the other person is saying Find a good space Respond vs React Hear
as well as listen Be patient Learn Be kind Follow their lead Listen
for content and emotion Ask questions
Slide 37
Silence Take the time to wait for the person to initiate or to
continue speaking Allow the person time to reflect on what has been
said and to collect thoughts
Slide 38
Offering Self: Can I help in some way? Shows caring and concern
Shows readiness to help
Slide 39
Reflection: repeating what the person has said Validating the
meaning of what was communicated. Encourages further
verbalization
Slide 40
Encouraging Elaboration: Tell me how that felt. Used to elicit
information about a subject Helps the person clarify unclear
thoughts or ideas
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General Leading Statements: Go on. I see. Used to get
interaction started Encourages the other person to continue or
elaborate
Slide 42
Giving Information Informs the person of specific, relevant
information Requires feedback to make sure the other person
receives the correct information
Slide 43
Open Ended Questions: Tell me about your day, rather than, How
was your day? Encourages elaboration rather than a 1 or 2 word
answer Creates an inviting atmosphere for sharing thoughts, and
feelings
Slide 44
Non Therapeutic Communication skills Dont use cliches offers
false reassurance Dont use questions beginning with why or how-
puts the other person on the defensive Dont keep changing the
subject indication of not caring and ignoring the other person Dont
use judgemental comments belittles what the other person is
feeling
Slide 45
Communication Barriers Anything that gets in the way of clear
communication. Common Barriers: Prejudices Gender bias Attitudes
Personality Stereotypes Cultural diversity Physical Barriers
Slide 46
Subliminal Correspondence Dear Dad, $chool i$ really great. I
am making lot$ of friend$ and $tudying very hard. With all my
$tuff, I $imply cant think of anything I need, $o if you would
like, you can ju$t $end me a card, a$ I would love to hear from
you. Love, Your $on
---------------------------------------------------------------------
Dear Son, I kNOw that astroNOmy, and ecoNOmics, and oceaNOgraphy
are eNOugh to keep even an hoNOr student busy. Do NOt forget that
the pursuit of kNOwledge is a NOble task, and you can never study
eNOugh. Love, Dad
Slide 47
Mobile Manners: Cell Phone Etiquette
Slide 48
Etiquette A set of rules we all agree to follow in order to be
considerate toward others It is a question of awareness of how your
actions affect others. Simple guidelines of common courtesy
Contribute to a more polite society Just a matter of being
considerate of others
Slide 49
The Simple Rules of Etiquette Modulate your voice. Use your
inside voice: a quiet conversational tone. There is no need to
shout into or at a phone. Cell phones have sensitive microphones
that can pick up a very soft voice while blocking out ambient
noise.
Slide 50
10-foot Proximity Rule Maintain a distance of at least 10 feet
from the nearest person when taking on a cell phone. Dont force
others to overhear your personal business. Bystanders can hear the
steady streams of shocking and confidential revelations that are
blurted out by cell phone users. Private issues should be kept
private. Forcing others to hear your phone conversations is an
intrusion on their thoughts. Imposes, infringes, intrudes Keep your
conversation private.
Slide 51
Love the One Youre With Avoid taking calls when youre already
engaged in a face-to-face conversation. Gives the impression that
you do not value the person in front of you It is inconsiderate to
take a call in the middle of a conversation. Never take a personal
call during a business meeting. This includes interviews and
meetings with coworkers or subordinates
Slide 52
If you must take a call, ask permission of the people with you.
The same principle applies when you are ordering food. Give the
waiter your attention. Dont just point to a menu item and shake
your head. The same set of rules for texting during face- to-face
conversations it is rude Ear plugs Many are near invisible People
cannot tell if you are talking to them, someone on the cell, or
your invisible friend
Slide 53
Keep it Short. Keep public conversations brief. You can get
back to the caller when youre not in a public place.
Slide 54
Lights Out, Phones Off Put your phones ringer on silent in
theaters, courtrooms, places of worship, and restaurants. Dont
light up your phones screen in a dark theater. If you forget to
turn your phone off or set it to silent, dont answer it if it rings
turn it off immediately. You can leave the room and return the
call. Just let the caller leave you a message, and get back to them
later. No Talking Zones Elevators, libraries, museums, restaurants,
cemeteries, theaters, medical offices, and enclosed public
spaces
Slide 55
Avoid annoying ring tones. Not everyone appreciates hearing
your favorite song or obnoxious ringtones when your phone signals
that you have a call. Programming your phone so that a caller will
hear a music selection instead of a simple ring tone can be a
source of aggravation to the caller. Keep it simple
Slide 56
Hang up and drive. Multitasking isnt always a good thing. Most
calls can wait until youve reached your destination. If the call is
upsetting, it will affect your ability to drive safely
Slide 57
Technology and manners are compatible. Inform your friends that
you have adopted Mobile Manners. Encourage them to do the
same.