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Communication Issues
Written Communication
Verbal Communication

The Grapevine
Nonverbal Cues
Electronic Media
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Grapevine
communication.
Word of mouth..

Thinking and Communication

Skills

Interpersonal

Communication

Introduction
Interpersonal communications means

"showing appropriate ways to exchange your

ideas and needs."

Learning Outcomes
Learn why communication is important to

be success in life
Describe the communication process
Learn to overcome communication barriers
Identify active listening techniques
Learn how to give effective feedback

Learning Outcomes
Learn how to analyze and resolve conflict

Interpersonal Skills/
Facilitation Skills
language &
communication

listening

using
feedback

questioning
conflict handling

ESSENTIAL IP COMPETENCIES
Self awareness
Control
Motivation
Acknowledging the interests of

subordinates
Communication skills
Responsibility And
Accountability
Assertiveness
A Beautiful Whole
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DEVELOPING IP Skills
Developing Assertiveness
Accepting Responsibility
Managing Conflicts
Avoiding
Accommodating
Competing/Forcing
Collaborating
Compromising
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Attitude toward Oneself

Life Positions

Positive

Negative

Im OK
Youre not OK

Im OK
Youre OK

Im not OK
Youre not OK

Im not OK
Youre OK

Negative

Positive

Attitude toward Others

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Management Conflict Styles

Passive
behavior

High concern
for others
needs

Im
not OK
Youre OK

Accommodating
style

Im OK
Youre OK

Assertive
behavior

Collaborating
style

Compromising
style

Avoiding
style

Low concern
for others
needs

Im
not OK
Youre not OK

Forcing
style

High concern
for own
needs

Aggressive
behavior

Im OK
Youre not OK
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Factors Hampering
Interpersonal Interactions
Poor Listening
Emotional Arousal

Lack of Time
Differences in objective

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Encoding

Channel
Message

Message

Sender

Decoding

Noise

Receiver

Feedback
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Constructive/Destructive
Feedback
Constructive
Private
Address behavior- not person
Specific
Prompt
Positive
Suggest actions to solve problem

Constructive/Destructive
Feedback
Destructive
Public
Address personal character
General
Delayed
Negative
No solutions offered

Types of Communication
Intrapersonal communication
refers to the conversation that is continually going on in your
own mind.
Interpersonal communication
refers to the different types of verbal, non-verbal and physical
actions or expressions that people use when they communicate
with each other.
Intrapersonal & Interpersonal
Mastering the two basic types of communication is the key to
successful socialization.
The ability to communicate ideas, thoughts and feelings
serves as the basis for all successful human interaction.

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Communication Barriers
Filtering
Selective
Perception

Apprehension

Information
Overload

Language
Emotions

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Overcoming
Communication Barriers
Constrain emotions
Watch nonverbal cues
Use feedback
Simplify language
Listen actively

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Contemporary
Communication Issues
Communication
between Men
and Women

Communication
in the Global
Village
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Intensity
Intensity

Empathy
Empathy

Active
Active
Listening
Listening Skills
Skills
Responsibility
Responsibility

Acceptance
Acceptance
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Focus on
Specific
Behaviors

Stay
GoalOriented

Ensure
Understanding

Keep
Feedback
Impersonal

Effective
Feedback

Provide
Timely
Feedback

Focus on What
the Receiver
Can Control
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Communication
Differences

Sources of
Conflict

Structural
Differences

Personal
Differences
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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 message" 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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Other related issues of IP

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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Five methods of
communication

Written word
Spoken word
Visual images
Multimedia
Symbolic gesture

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The 6 written communication

methods
1.
2.
3.
4.
5.
6.

memo less formal than letter, more likely to be

read, not confidential
notice boards may never be read, good for staffto-staff
letter to staff private, personal, lends weight to
its subject
e-mail private, less formal than letter, less likely
to be kept like letter
faxes personal, public
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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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
Effective Listening
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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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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49

Building Positive
Relationship
Use of I
Focus on problem solving
Dont Deceive
Empathy
Listen
Use of Praise
Be specific
Praise progress
Sincere
Dont overdo
Timing

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Dealing with Criticism

Understand the Reason behind
Empathy
Dont personalize criticism
Do not be Judgmental
Do not overload

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Lets think about it

We hear but we do not listen
We see but we do not observe/read

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So last but not the least

So, Interpersonal skills relate to a persons

EQ (Emotional Intelligence Quotient). This is

the cluster of personality traits, social graces,
communication, language, personal habits,
friendliness, and optimism that characterise
our relationships with other people

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References
Functions of Interpersonal Communication at

http://www.abacon.com/commstudies/interpersonal/infunc
tions.html
by Tim Bochers, Moorhead State University, US
Interpersonal Communication Involves at
http://www.uh.edu/crc/intcomm.html by CrisisResource
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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Number one
on this list is to do a skills inventory and

identify areas where you need to improve.

Enlist family and friends to help you out.

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Be more active in team activities, especially if

you normally are very independent in the way

you work and make your decisions.

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Think about how you spend your time, both at

work and home.

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Reflect on how you react to criticism. Do you

lash out, get defensive or just refuse to listen?

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Do you ask people tough questions? Are you

confident enough to raise thorny issues?

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Ponder some high level questions like what

your life purpose is and how your career fits in

the greater scheme of life.

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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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