有效人际沟通interpersonalcommunicationskills.ppt

1、The Basics of Effective Interpersonal Communication,What is communication?,What do you think communication is? How would you define it? Take a few moments to write down some of your thoughts,Four facets of communication,Three are four facets in all types of communication: Sender Receiver Information

2、 Behavior,Four facets of communication,In any communication: The Sender is the person trying to communicate a message The Receiver is the person at whom the message is directed A message is sent to convey information Information is meant to change behavior,Shared symbols,Sometimes when we communicat

3、e we assume we are using shared symbols when we might not be Think about the term “asap”, “as soon as possible”. What does it really mean? Think about how the meaning might change in the situations on the next slide,Shared symbols,How might your meaning of “asap” change in these situations? Someone

4、from another department calls. He needs some detailed information asap; but you are already rather busy. A coworker comes to you for help with an assignment. She needs you asap; but you have another job to finish before lunch. Your immediate supervisor, whom you like to please, asks you to type a me

5、mo for her asap; but you already have a stack of other jobs to finish.,Shared symbols,Someone from another department calls. He needs some detailed information asap; but you are already rather busy. In this situation, you might interpret “asap” as “when I have finished all of my own work and have a

6、chance to get to it. It might be tomorrow or the next day.”,Shared symbols,A coworker comes to you for help with an assignment. She needs you asap; but you have another job to finish before lunch. In this situation, you might interpret “asap” as “after I have finished my own work, I will help out af

7、ter lunch”.,Shared symbols,Your immediate supervisor, whom you like to please, asks you to type a memo for her asap; but you already have a stack of other jobs to finish. In this situation, you might interpret “asap” as “Ill do this now and finish my other work afterwards”.,Shared symbols,In the pre

8、vious examples, weve seen the meaning of “asap” change from “in a few days” to “immediately”. Many other words and phrases are also vague and have different meanings for different people. Shared symbols are not always completely shared. The message intended is not always the message received.,Why do

9、 we communicate?,What do you think? Take a few moments to write down some of your thoughts,Why we communicate,We communicate to: Share our ideas and opinions Provide feedback to others Get information from others Gain power and influence Develop social relationships Maintain self-expression and our

10、culture and other ideas you may have thought of,How do we communicate?,Think of the many ways in which you communicate Take a few moments to write down some of your thoughts,How we communicate,We communicate and build interpersonal relationships through: Speech Writing Listening Non-verbal language

11、Music, art, and crafts,Choosing your medium,Depending upon the situation, one method of communication may be better than another. In person: one-to-one In person: meetings, small groups In person: presentations, large groups Letter Memo Note Email Voice mail,Choosing your medium,To determine the bes

12、t medium for your message determine: What you as the sender need to achieve What the receiver needs to know. What the receiver wants to know How detailed, important, and or personal the information in the message is Which behavior you want to influence and how,Choosing your medium,How would you comm

13、unicate an organizational change in your unit the introduction of a new employee a change in someones job duties a reprimand notice of a meeting Take a few moments to write down some of your thoughts,Choosing your medium,The best way to communicate an organizational change in your unit by memo and s

14、mall group meetings the introduction of a new employee by group and one-on-one meetings a change in someones job duties by memo and one-on-one meeting a reprimand in a one-on-one private meeting notice of a meeting by memo and email,Barriers to communication,What are barriers to communication that e

15、xist in any work setting? Take a few moments to write down some of your thoughts,Barriers to communication,Some common barriers to interpersonal communication include: Unclear process: The receiver and sender may not share the same language, slang, jargon, vocabulary, symbols Chain of command: There

16、 may be too many layers that a message passes through between sender and receiver Large size of an organization, geographic distance: Large numbers of receivers require good message sending methods Personal limitations: Physical and mental disabilities, and differences in intelligence and education

17、may interfere with mutual understanding,Barriers to communication,Additional common barriers to interpersonal communication include: Human nature: Peoples egos, prejudices, and traditions can get in the way Conflicting feelings, goals, opinions: If people feel on opposite sides of an issue they may

18、not share Power: The idea that knowledge is power can lead to information hoarding and other ideas you may have thought of,Sharing your ideas,Why and when is it necessary to share your ideas? Take a few moments to write down some of your thoughts,Share your ideas to,State an opinion or position Give

19、 instructions or directions Announce a change Make presentations Participate in meetings Give information in emergencies Communicate the organizational mission, vision, and values and other ideas you may have thought of,Obstacles to sharing ideas,What can make sharing ideas difficult? Take a few mom

20、ents to write down some of your thoughts,Obstacles to sharing ideas,Your own shyness Fear of rejection Peer pressure Unorganized thinking Others possibly becoming defensive Physical disabilities (impaired sight, hearing, speech) Having to deal with aggressive people and others you may have thought o

21、f,SHARE your ideas a model,State the main point of your message Highlight other important points Assure the receivers understanding React to how the receiver responds Emphasize/summarize your main ideas,SHARE an example,State the main point of your message “Id like to talk to you about the new emplo

22、yee welcome program”. Highlight other important points “We need to discuss the new schedule, locations, and presenters”. Assure the receivers understanding “Do you need me to further clarify how we are making invitations”? React to how the receiver responds “I understand your concern about parking”.

23、 Emphasize/summarize your main ideas “To wrap-up, Ill develop the schedule and make the room reservations, if you can line up the guest speakers”.,Getting good information,Why is it necessary to get good information from others? Take a few moments to write down some of your thoughts,Get good informa

24、tion to,Find out facts and details Get directions or instructions Try to understand anothers point of view Help someone solve a problem Resolve a team conflict Solve work problems and other ideas you may have thought of,Obstacles to getting good information,What can make getting good information dif

25、ficult? Take a few moments to write down some of your thoughts,Obstacles to getting good information,Lack of trust Assuming you already know it all Jumping to conclusions Not valuing diverse opinions Weak reading skills Weak listening skills Weak questioning skills and other ideas you may have thoug

26、ht of,The power of listening,The philosopher Epictetus stressed the power of listening in this quote: “Nature gave us one tongue and two ears so we could hear twice as much as we speak.”,Listen actively,Prepare to listen by focusing on the speaker Control and eliminate distractions so that you can f

27、ocus on the message. Dont do anything else (writing, reading, email) but listen Establish appropriate eye contact to show interest See listening as an opportunity to get information, share anothers views, and broaden your own knowledge,Listen actively,Create a need to listen by thinking about what y

28、ou can learn from the speaker Set aside the time to listen so that you wont feel rushed or become distracted by other responsibilities Dont prejudge the message based on who is delivering it. Focus instead on the content of the message. Monitor the way you listen by asking yourself questions such as

29、 “Did I really pay attention or was I thinking about what I was going to say next”? “Was there information I missed because I allowed myself to become distracted”?,Thats a good question!,Close end questions limit the answer to yes or no Open end questions allow the responder total freedom in answeri

30、ng Direct questions ask for specific information; limit answers to brief fact statements Probing questions follow up other questions to solicit additional information Hypothetical questions present a theoretical situation to which receiver responds See examples of each on the next slide,Good questio

31、n - examples,Close end question “Did you attend the staff meeting this morning”? Open end question “What was discussed at the staff meeting this morning”? Direct question “Which topics were listed on the meeting agenda”? Probing question “Can you tell me more about the first agenda topic”?. Hypothet

32、ical question “What would you have done, if you had not had the chance to present your idea at the meeting”?,FOCUS on information a model,Focus the discussion on the specific information you need Open-end question to expand the discussion Close-end question to get specifics Use active listening skil

33、ls to understand what you are hearing Summarize and close the discussion,FOCUS on information an example,Focus the discussion on the specific information you need “I need to ask you about the computer meeting you attended yesterday”. Open-end question to expand the discussion “What kinds of decision

34、s were made regarding expansion of our departmental system”? Close-end question to get specifics “Did the committee decide to buy Dell computers”? Use active listening skills to understand what you are hearing “What I think I heard you say was that the decision was made”? Summarize and close the dis

35、cussion “So to wrap up, the system will expand and we will be using Dells. Thanks for keeping me up to date”.,Getting / giving feedback,Why is it necessary to give constructive feedback to others? Take a few moments to write down some of your thoughts,Give feedback when,Someone asks for your opinion

36、 Work errors occur frequently A coworkers habits disturb you A coworkers behavior has negative consequences There are unresolved problems and other ideas you may have thought of Constructive feedback focuses on facts not people, solving problems instead of placing blame, and strengthening relationsh

37、ips instead of “being right”,Obstacles to giving constructive feedback,What makes it hard to give constructive feedback? Take a few moments to write down some of your thoughts,Obstacles to giving constructive feedback,Separating the person from the problem Others becoming defensive or angry Fear of

38、negative consequences (especially if the other person is a supervisor) Dealing with potential conflict (especially if the other person is aggressive) Avoiding hurt feelings Preserving relationships Not having all the facts and jumping to conclusions Choosing the right time so that the other person i

39、s most receptive and other ideas you may have thought of,STATE feedback a model,State the constructive purpose of your feedback Tell specifically what you have observed Address and describe your reactions Tender specific suggestions for improvement Express your support and respect for the person,STA

40、TE feedback an example,State the constructive purpose of your feedback “Id like to give you some feedback about your training style so that your evaluations will be more positive and you will enjoy it more”. Tell specifically what you have observed “I notice that you rely heavily on your notes”. Add

41、ress and describe your reactions “I feel as though you are unsure of yourself when you read”. Tender specific suggestions for improvement “I can help you develop a PowerPoint presentation so that you can use the screens as a cue instead of being tied to your notes”. Express your support for the pers

42、on “You know a lot about the subject. With practice you can become a good trainer”.,Body language,Nonverbal communication, known as “body language” sends strong positive and negative signals. This is how much it influences any message: Words 8% Tone of voice 34% Non-verbal cues 58% Message100%,Body

43、language includes,Face Figure Focus Territory Tone Time Each of these is described in the following slides,Body language - face,Face includes: Your expressions Your smile or lack thereof Tilt of the head; e.g., if your head is tilted to one side, it usually indicates you are interested in what someo

44、ne is saying What message are you sending if someone is presenting a new idea and you are frowning?,Body language - figure,Figure includes: Your posture Your demeanor and gestures Your clothes and accessories such as jewelry What message are you sending if you are dressed casually at an important me

45、eting?,Body language - focus,Focus is your eye contact with others The perception of eye contact differs by culture. For most Americans Staring makes other people uncomfortable Lack of eye contact can make you appear weak or not trustworthy Glasses may interfere or enhance eye contact What message a

46、re you sending if you are looking at other things and people in a room when someone is speaking to you?,Body language - territory,Territory focuses on how you use space. It is also called proxemics. The perception of territory differs by culture. Most Americans are comfortable with an individual spa

47、ce that is about an arms length in diameter What message are you sending if you keep moving closer to a person who is backing away from you?,Body language - tone,Tone is a factor of your voice Pitch is the highness or lowness of voice Volume is how loud your voice is Emphasis is your inflection What

48、 message are you sending if during a disagreement you start speaking very loudly?,Body language - time,Time focuses on how you use time. It is also called chronemics. Pace is how quickly you speak Response is how quickly you move Punctuality is your timeliness What message are you sending if you are

49、 consistently late for meetings?,Ideas to walk away with,People are always communicating The meaning intended by the sender is never exactly the message gotten by the receiver We can help to overcome barriers to communication by being aware of them Verbal and non-verbal communication is important in

50、 sending our messages,Test yourself,1. Communication is defined as the interchange of thoughts or opinions through shared symbols. True_ False_ 2. The four facets of interpersonal communication are sender, receiver, information, and behavior. True_ False_ 3. Unclear process; chain of command; large

51、size of an organization or geographic distance; personal limitations; human nature; conflicting feelings, goals, opinions; and power are examples of barriers to communication. True_ False_,Test yourself,4. Describe the steps of the SHARE model for giving good information share, highlight, assure, react, emphasize: 5. Describe the steps of the FOCUS model for getting good information focus, open end, close end, use, summarize: 6. Describe the steps o