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7/31/2019 RMS PresentationSlides InterpersonalCommunication
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Interpersonal Communication
InterpersonalCommunication
Instructor: Zunayed - Al - Azdi
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Interpersonal Communication
Is the very basis of our relationships with others.
Clearly identify and understand their owncommunication style and the styles of others.
Able to communicate on different levels
Practice Active Listening
Identify & overcome communication barriers
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Interpersonal Communication
Personal Analysis of Leadership Style
Which leadership characteristics of you
was most important?
How do you communicate that
leadership characteristic?
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Interpersonal Communication
1. Describe the Communication Process
2. List the elements of communication
3. List the responsibilities in communicatingclear messages
4. Identify barriers in communicating with
staff
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Interpersonal Communication
5. Identify communication style
6. Identify communication style of staff
7. Identify listening skills for improvement
8. Demonstrate active listening
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Interpersonal Communication
9. Minimize barriers to effective listening
10. Provide positive and productive feedback
using a three-part method
11. Identify words and terms to avoid using.
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Interpersonal Communication
Definition:
The means through which peopleexchange information, feelings, and ideaswith each other.
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Interpersonal Communication
Sender
Message (information)is sent by the
sender Receiver
Receives the message
and responds tomessage (feedback)
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Interpersonal Communication
Is communicationwhat a person says(or thought he/she
said)? Or is it what the
listener hears (orthought he/she
heard)?
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Interpersonal Communication
The 1st step to bettercommunication:
Develop the awareness
that our perceptions candirect how and what wecommunicate.
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Interpersonal Communication
Perception is theprocess of gatheringinformation through
our senses,organizing andmaking sense of it.
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Interpersonal Communication
Previous experienceand learning
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Interpersonal Communication
Attitudes andInterests
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Interpersonal Communication
Needs & Feelings
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Interpersonal Communication
Current situation
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Interpersonal Communication
All people donot "see" the samething when looking
at a visual image.
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Interpersonal Communication
Personal Differences
Socio-Economic Differences
Cultural Differences
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Interpersonal Communication
Age,
Gender
Race
Past experiences
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Interpersonal Communication
Occupation
Level of education
Environmentalfactors
Family upbringing
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Interpersonal Communication
Language
Customs
Belief Systems
HistoricalPerspective
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Interpersonal Communication
Every characteristic ofan individual influenceswhat that individualchooses to: see hear
taste
touch
smell
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Interpersonal Communication
How information isinterpreted to createmeaning for an
individual is alsoinfluenced byhis/her uniquemake-up and
background.
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Interpersonal Communication
Pair-Up
One person will draw the picture the otherperson is holding
The person with the picture will givedirections to the drawer as to how to drawthe picture
The drawer cannot ask questions, justfollow directions
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Interpersonal Communication
What did you draw? Why?
What types of miscommunication arerepresented?
Are misunderstandings often the result ofdifferences in perception?
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Interpersonal Communication
Oncein a
a Lifetime
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Interpersonal Communication
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Interpersonal Communication
Finished files are the result ofyears of scientific study
combined with the
experience of many years.
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Interpersonal Communication
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Interpersonal Communication
Finished files are the result of years
of scientific study combined with the
experience of many years.
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Interpersonal Communication
Why do we tend to perceive only certainthings?
How could this tendency influencecommunication?
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Interpersonal Communication
Question 1:
The senator was elected to office by anoverwhelming majority.
What percentage of the vote did he/shereceive?
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Interpersonal Communication
Question 2:
My 17-year old is of average height.
How tall is he?
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Interpersonal Communication
Question 3:
Jane really isnt a brain, but she is a good
student.
What is her grade point average?
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Interpersonal Communication
Question 4:
Uncle Ned is a moderate smoker.
How many cigarettes a day does he smoke?
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Interpersonal Communication
Question 5:
Although this friend of mine is not wealthy, heearns a comfortable living.
How much does he/she make a year?
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Interpersonal Communication
Why were the answers to each of thequestions different?
What are other areas we might havedifferent perceptions about?
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Interpersonal Communication
Verbal
Vocal
Visual
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Interpersonal Communication
7% Ability tounderstand comesfrom the particular
words you say.
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Interpersonal Communication
38% Ability tounderstand comesfrom the way you say
the words orexcitement in yourvoice.
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Interpersonal Communication
Monotone and flat
Slow Speed andLow Pitch
High Pitched and
Empathic
Im bored and not
interested in what youare saying.
Im depressed andwant to be left alone.
Im enthusiastic about
the subject.
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Interpersonal Communication
Abrupt Speed andVery Loud
High Pitched andSlow Speed
Im angry and not
open to input.
I dont believe whatIm hearing.
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Interpersonal Communication
Pitch High or low; speechexperts say low isdesirable because it
projects and is morepleasant to theemployee.
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Interpersonal Communication
Pitch
Inflection
Avoid speaking in amonotone usefeelings to express an
idea or mood.Emphasize keywords.
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Interpersonal Communication
Pitch
Inflection
Courtesy
Your employeesexpect it.
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Interpersonal Communication
Pitch
Inflection
Courtesy
Tone
Its not what you say,
but how you say it.Your voice can reflect
sincerity, interest,understanding, andsarcasm.
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Interpersonal Communication
Pitch
Inflection
Courtesy
Tone
Understanding
Adjust your languageto your employee, nocodes, no jargon.
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Interpersonal Communication
Pitch
Inflection
Courtesy
Tone
Understanding
Rate
The basic rate is 120words per minute.
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Interpersonal Communication
120 Words per Minute?!
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Interpersonal Communication
Pitch
Inflection
Courtesy
Tone
Understanding
Rate
Enunciation
Speak clearly to avoidrepetition,misunderstanding.
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Interpersonal Communication
Posture
You communicate numerous messages by the wayyou talk and move. Standing erect and leaningforward communicates to listeners that you areapproachable, receptive and friendly. Interpersonalcloseness results when you and the listener faceeach other. Speaking with your back turned orlooking at the floor or ceiling should be avoided as it
communicates disinterest.
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Interpersonal Communication
Hand Gestures
If you fail to gesture while speaking you maybe perceived as boring and stiff. A lively
speaking style captures the listener'sattention, makes the conversation moreinteresting, and facilitates understanding.
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Interpersonal Communication
Facial ExpressionsSmiling is a powerful cue that transmits
happiness, friendliness, warmth, and liking.
So, if you smile frequently you will beperceived as more likable, friendly, warm andapproachable. Smiling is often contagious andpeople will react favorably. They will be morecomfortable around you and will want to listenmore.
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Interpersonal Communication
Eye Contact
This helps to regulate the flow ofcommunication. It signals interest in others
and increases the speaker's credibility.People who make eye contact open the flowof communication and convey interest,concern, warmth, and credibility.
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Interpersonal Communication
Space
Cultural norms dictate a comfortable distancefor interaction with others. You should look for
signals of discomfort caused by invading theother person's space. Some of these are:rocking, leg swinging, tapping, and gazeaversion.
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Interpersonal Communication
Break
Review Communication Styles and identifyyour preferred style
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Interpersonal Communication
A Supervisors Responsibility in
Communicating
A Supervisors Obstacles to Effective
Communication
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Interpersonal Communication
Recognize how the other personcommunicates.
What they SAY.
What they DO.
What they WRITE.
What they ASK.
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Interpersonal Communication
What is your partners communication
style?
Why?
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Interpersonal Communication
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Interpersonal Communication
InterpersonalCommunication
Welcome Back!
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Interpersonal Communication
Homework Review
Listening
Providing Feedback
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Interpersonal Communication
Shifts in behavior
Doing the work
Assuring others get the work done
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Interpersonal Communication
What was your Communication Issue?
What is your dominant communication style?
How did you determine your employees communicationstyle?
What is your action plan?
Results seen after implementing?
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Interpersonal Communication
Think of a time when you believe you havenot been heard .
Wh
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Interpersonal Communication
What is the difference between hearing andlistening?
Hearing is simply the act of perceiving sound by theear. If you are not hearing-impaired, hearing simplyhappens.
Listening, however, is something you consciouslychoose to do. Listening requires concentration so thatyour brain processes meaning from words and
sentences. Listening leads to learning
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Interpersonal Communication
Good Listening skills make workers moreproductive. The ability to listen carefullywill allow you to:
Better understand assignments and what isexpected of you;
Build rapport with co-workers, bosses and
clients;
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Interpersonal Communication
Good Listening skills make workers moreproductive. The ability to listen carefullywill allow you to:
Show supportWork better in a team-based environment
Resolve problems with customers, co-
workers, and bosses
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Interpersonal Communication
Good Listening skills make workers moreproductive. The ability to listen carefullywill allow you to:
Answer questions Find underlying meanings in what others say
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Interpersonal Communication
Page 18
Evaluate your current listening skills
15-Minute Break
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Interpersonal Communication
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Interpersonal Communication
Making up your mind in advance that the subjectis uninteresting or unimportant
Focusing on a speakers looks and delivery
instead of on what he/she is saying Paying only partial attention to what someone is
saying because you are busy thinking aboutwhat you are going to say next.
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Interpersonal Communication
Not paying attention to details
Not distinguishing major points fromsupporting examples
Day-dreaming or allowing your attention towander
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Interpersonal Communication
Morale is improved and job commitment isincreased.
When people are committed to their jobs
they tend to focus more on theopportunities , not problems or limitations
To be successful in todays competitivebusiness environment, employees need tosay focused on opportunities.
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Interpersonal Communication
Would you agree that many errors inbusiness occur because of poor listening?
Do you think it is possible that each
employee within your organization couldmake a $5 error each week due to poorlistening?
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Interpersonal Communication
Total # of employees
Xs
$5 per week for poor listening
Xs
52 weeks in a year
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Interpersonal Communication
Total # of employees Xs
$5 per day for poor listening
Xs 5 days per week
Xs
52 weeks in a year
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Interpersonal Communication
All communications are received,But 70% to 90% are screened out or changed
by the receiver.
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Interpersonal Communication
Selective AttentionWe decide on what we FOCUS on, or
What we give our ATTENTION.
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Interpersonal Communication
Selective InterpretationWe place our own PERSONAL meaning on
what a person is saying.
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SIBAXNLAETNATESRS
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SIBA
XNLAE
TNAT
ESR
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Interpersonal Communication
Selective RetentionWe make conscious and unconscious
decisions on which incoming sounds to invest
our concentration energy (attention)We put our spin to the message
We make decisions as to whether there arepieces of this information we need to keepand for how long such as
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Interpersonal Communication
Selective RetentionSTORY RE: The bus driver from the Park
Lane Elementary School
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Interpersonal Communication
2 Lines
One person facing another
One person will provide information andthe other person will listen
The other person will provide informationand the other person will listen
Switch
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Interpersonal Communication
Complete crossword puzzle
Break
Complete puzzle & break in 15 minutes
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Interpersonal Communication
Puzzle answers
How did you do?
This exercise was designed to reinforcewhat was taught last week,
And, to gauge your ability to listen again tothis information and retain it.
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Interpersonal Communication
Active listening is a structured form of listening andresponding that focuses the attention on the speaker.
The listener must take care to attend to the speaker fully,and then repeats, in the listeners own words, what he orshe thinks the speaker has said.
The listener does not have to agree with the speaker--heor she must simply state what they think the speakersaid. This enables the speaker to find out whether thelistener really understood. If the listener did not, the
speaker can explain some more.
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Interpersonal Communication
Eye Contact Verbal Responses
Asking Relevant Questions
Posture Gestures, nods
Future actions
Feelings of being valued, heard, cared for.
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Interpersonal Communication
Check for Understanding
Check for Accuracy
Check Feelings
Summarize
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Interpersonal Communication
Pairs Participant #1 will listen to Participant #2
Show interest in what the other person is
sayingAsk questions to clarify what you have heard
Let the other person know what youunderstand
DO NOT TAKE NOTES!
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Interpersonal Communication
Participant #2 will be taking the day offand will need to explain to the otherparticipant exactly what he/she will need to
do to complete that persons job in his/herabsence.
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Interpersonal Communication
SPEAKERS:How well did you feel you were being listened
to?
What were the indications? LISTENERS:
Do you feel you were listening differently
than you normally do?
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Interpersonal Communication
After Listening to a 10 minute presentationthe average person understands andremembers only half of what was said;
2 days later only is remembered!
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Interpersonal Communication
Why am I giving this Feedback?
EPM
Empathize
Pinpoint problems
Move forward
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Interpersonal Communication
Verbal modifiers to consider page 23
Red Flag Phrases page 24
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Interpersonal Communication
Feedback Practice w/partnerScenario 1
Scenario 2 (partner 1)
Scenario 3 (partner 2)
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Interpersonal Communication
Observations of present job performance
What is the desired job performance?
What is missing
How can desired job performance be met?
Create a plan to meet desired jobperformance
Be specific!
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Interpersonal Communication
Easel PadWhat are the key training objectives the group
should know?
One piece of advice to be successfulcommunicator
One mistake you wouldnt want to repeat?
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Provide Feedback
Coach performance