Title: Interpersonal Communication Skills 1 ES2002 Business Communication. Interpersonal Communication Skills 2 What are interpersonal communication skills?. Verbal non-verbal interactions in one-on-one small-group settings. Also known as people skills or soft skills. Ranked in a survey as the most important requirement for successful job performance. 3 Types of Interpersonal Skills. Assertion skills.
Interpersonal Skills including Communication Skills is a topic for CSAT (Paper 2 of Civil Service Prelims Exam). But candidates, who appear for Preliminary Exam, often seem to be unaware about. Most employers consider interpersonal skills to be very important for employees. Someone with interpersonal skills can work well with others, is a good team player, and communicates effectively.
Listening skills. Conflict-resolution skills (read the course notes for more explanation) 4 1. Assertion skills The I language Assertion Submissive Behaviours Assertive Behaviours Aggressive Behaviours Does not express honest feelings, needs, values and concerns May speak softly or hesitatingly Communicates I dont matter Stands up for own rights, provides constructive feedback, gives directives to others appropriately Expresses feelings, needs and concerns at others expense May speak loudly, may be rude and sarcastic Always concerned with what I want Techniques for Effective Interpersonal Skills 5 Three-part assertion message Assertion. Use of I language in assertion. Behaviour When you do not let me know you will be late. Feelings I feel annoyed. Effects because I am unable to reschedule my timetable.
Techniques for Effective Interpersonal Skills 6 Non-judgmental Description of Behaviour Assertion Techniques for Effective Interpersonal Skills 7 Clarification of Tangible Effect Assertion?? Techniques for Effective Interpersonal Skills?? 8 Assertion Disclosure of Feelings. Consider culture. Avoid using value-laden words When you smoke in our small office, I feel abused Techniques for Effective Interpersonal Skills I feel annoyed I feel irritated I feel worried I feel embarrassed I feel upset I feel hurt I feel disappointed I feel anxiousI feel unfairly treated I feel uncomfortable Which of these are you comfortable with? 9 Assertion Techniques for Effective Interpersonal Skills 10 Something to think about. Is assertiveness a cultural behaviour?.
Is there such a thing as a culturally appropriate assertive behaviour?. Can everyone say. Can you please stop talking?
It is distracting me from my enjoyment of the movie.? 11 Important!.
The I language is an individualist view of assertion it respects the listener or readers ability to receive criticism based on facts, logic and/rational thinking. What happens if the I language is used in the context of a collectivist culture?.
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Assertiveness can be successful if conveyed through an appropriate tone HOW you articulate your views. 12 2.0 LISTENING Paraphrasing Paraphrasing A paraphrase is a concise response to the speaker which states the essence of the others content in the listeners own words. Jamie I dont know whether to have a baby or not.
George isnt sure either. I love my work its stimulating and challenging and Im well-paid. But sometimes I yearn to have a child and be a full-time mother. Techniques for Effective Interpersonal Skills Kim I understand what youre saying. You enjoy your work so much, but sometimes you feel a strong pull toward motherhood. 13 Paraphrasing. Paraphrasing is active listening crucial in resolving conflict.
A mediator who paraphrases may be able to separate what happened from what one feels about what happened 14 Paraphrasing Paraphrasing. Re-state senders message in your own words (1) to show your desire to understand the sender or (2) set the facts straight. So, youre saying that. Let me just see if Ive understood you correctly. So it was you, not George, who first contacted GM Tires about their faulty equipment? Techniques for Effective Interpersonal Skills 15 LISTENING Seeking more information.
If someone gives you constructive feedback, listen carefully. 1. What is the main complaint? Seek more information, if necessary. Youve said Im not presenting a good attitude to customers.
Can you describe exactly what Im doing? (Of course, beware of your tone) 16. CONCLUSION.
If you have effective interpersonal communication skills, you have. 1. Appropriate assertion skills. 2.
Active listening skills. 3. The ability to accept criticism. 4. Respect for the face and dignity of the. other person. PowerShow.com is a leading presentation/slideshow sharing website.
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. Content Messages.
Relationship Messages. Content Relationship and Contextual. Both (a) and (b). Dynamics of interpersonal communications will consist:.
Body language and facial expression. Posture. Movement. All of the above. Imagine you are the only cashier working in a small store.
A customer asks for help getting a product from the shelf. You would-. Tell the customer it's a “self-serve only” store. know that according to store policy, you can lock the cash register and help the customer. leave the cash register as is so you don't get locked out of it and go help the customer. Tell that we don't want to sell that product. Interpersonal communication consists the following:.
Those interacting are in close proximity to each other, large number of participants many sensory channels used, immediate feedback. Small number of participants, those interacting are in close proximity to each other. Small number participants, those interacting are in close proximity to each other, few sensory channel immediate feedback. Small number of participants, those interacting are close to each other, many sensory channel used feedback in phases.
In regard to communication, Situational context deals with:. Psycho-physical-Relationship. Psycho-dynamic where one is communicating. Psycho-ethnic where one is communicating. Psycho-Social where one is communicating.
The interpersonal needs are all of the following except:. Control. Authority. Inclusion.
Affection. β got his first job at Company X and worked there until his retirement. He reports that he was very happy at work for the entire time he was there. As per the research mentioned in your text, which finding is characterized by feelings of β.
There is evidence that job satisfaction remains relatively stable over time. Emotional disposition of a worker is related to long-term job satisfaction. Neither of these statements applies to feelings of β.
Both of these statements apply to feelings of β.