Interpersonal Skills Corporate Training Materials

1. Interpersonal Skills Corporate Training Materials

2. Module One: Getting Started Interdependence is and ought to be as much an ideal of man as self-sufficiency. Man is a social being. Mohandas Gandhi Welcome to the Interpersonal Skills workshop. We’ve all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. This workshop will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations.

3. Workshop Objectives

4. Module Two: Verbal Communication Skills The problem with communication is the illusion that it has been accomplished. George Bernard Shaw Words are powerful tools of communication. Indeed, word choice can easily influence the thoughts, attitudes, and behavior of the people listening to us.

5. Listening and Hearing: They Aren’t the Same Thing

6. Asking Questions

7. Communicating with Power

8. Module Two: Review Questions • What differs listening from hearing? • Decibels are different • Deliberate attention • Reduced concentration • Responding to what’s heard • Which is better for your interpersonal skills, hearing or listening? • Hearing • Listening • Both are equally good • It cannot be defined

9. Module Two: Review Questions • Why is asking questions useful? • You can get detailed information • You can become closer with the interlocutor • You can get specific information • You can make conversation shorter • What are closed questions? • Questions that imply longer answers • Questions that cannot be answered wrong • Questions which give you direct solutions • Questions answerable by yes or no

10. Module Two: Review Questions • Powerful communication implies that in conversation you should: • Not be casual at all • Not be too casual • Be casual • Be very casual, even friendly • Which of these techniques doesn’t help you connect with your audience? • Warming up the audience • Make fun digressions • Make clear you sincerely want to talk with your audience • All of the above help you connect with your audience

11. Module Two: Review Questions • What differs listening from hearing? • Decibels are different • Deliberate attention • Reduced concentration • Responding to what’s heard • Which is better for your interpersonal skills, hearing or listening? • Hearing • Listening • Both are equally good • It cannot be defined

12. Module Two: Review Questions • Why is asking questions useful? • You can get detailed information • You can become closer with the interlocutor • You can get specific information • You can make conversation shorter • What are closed questions? • Questions that imply longer answers • Questions that cannot be answered wrong • Questions which give you direct solutions • Questions answerable by yes or no

13. Module Two: Review Questions • Powerful communication implies that in conversation you should: • Not be casual at all • Not be too casual • Be casual • Be very casual, even friendly • Which of these techniques doesn’t help you connect with your audience? • Warming up the audience • Make fun digressions • Make clear you sincerely want to talk with your audience • All of the above help you connect with your audience

14. Module Three: Non-Verbal Communication Skills Fluency in non-verbal communication can be as powerful a tool as masterful negotiating techniques or expert salesmanship. Joe Navarro Communication is not just about what comes out of our mouths. In fact, what we don’t say --- our body language, voice intonation and use of silence ---- often sends a louder message to other people than the words we say.

15. Body Language

16. The Signals You Send to Others

17. It’s Not What You Say, It’s How You Say It

18. Module Three: Review Questions • Which of the following is the most significant body language element? • Specific body movements • Posture • Physical contact • Eye contact • It is believed that facial expressions for different emotions are: • Completely different for every person • Significantly different for every person • Slightly different for every person • Universal for every person

19. Module Three: Review Questions • What’s the key factor for controlling your body language? • Awareness • Letting it go naturally • Ignoring it and avoiding unpleasant feelings • Accepting it as it is • Interpretation of body language is usually: • Objective • Subjective • Unreliable • Misleading

20. Module Three: Review Questions • Which of the following aspects is not so important when it comes to the way of speaking? • Tone of voice • Volume • Pronunciation • Type of voice • Changing which words or syllables you put emphasis on can change its: • Meaning • Rhythm • Speed • Intelligibility

21. Module Three: Review Questions • Which of the following is the most significant body language element? • Specific body movements • Posture • Physical contact • Eye contact • It is believed that facial expressions for different emotions are: • Completely different for every person • Significantly different for every person • Slightly different for every person • Universal for every person

22. Module Three: Review Questions • What’s the key factor for controlling your body language? • Awareness • Letting it go naturally • Ignoring it and avoiding unpleasant feelings • Accepting it as it is • Interpretation of body language is usually: • Objective • Subjective • Unreliable • Misleading

23. Module Three: Review Questions • Which of the following aspects is not so important when it comes to the way of speaking? • Tone of voice • Volume • Pronunciation • Type of voice • Changing which words or syllables you put emphasis on can change its: • Meaning • Rhythm • Speed • Intelligibility

24. Module Four: Making Small Talk and Moving Beyond Conversation is the fine art of mutual consideration and communication about matters of common interest that basically have some human importance. Ordway Tead Small talk is the “ice-breaking” part of a conversation; it is the way strangers can ease into comfortable rapport with one another. Mastering the art of small talk can open many personal and professional doors.

25. Starting a Conversation

26. The Four Levels of Conversation

27. Module Four: Review Questions • What is the first important factor in developing conversation skills? • Ignoring what holds you back • Distancing from what holds you back • Accepting what holds you back • Understanding what holds you back • Creating conversation starters is: • Useful and recommendable • Not very effective, since it’s artificial • Alright if you really cannot do anything else • The last thing you should do

28. Module Four: Review Questions • Which of the following is not recommendable in conversations? • Professional, even cold attitude • Adding personal touch • Commenting on something in your immediate surroundings • Taking guess about person’s interests by studying his appearance • What is the last level of conversation? • Big talk • Fast disclosure • Personal feelings • Viewpoints and opinions

29. Module Four: Review Questions • The small talk stage establishes: • Getting interesting information • Rapport • Close relationship • Non-formal atmosphere • Which stage is considered to be the getting-to-know someone stage? • Small talk • Fact disclosure • Viewpoints and opinions • Personal feelings

30. Module Four: Review Questions • What is the first important factor in developing conversation skills? • Ignoring what holds you back • Distancing from what holds you back • Accepting what holds you back • Understanding what holds you back • Creating conversation starters is: • Useful and recommendable • Not very effective, since it’s artificial • Alright if you really cannot do anything else • The last thing you should do

31. Module Four: Review Questions • Which of the following is not recommendable in conversations? • Professional, even cold attitude • Adding personal touch • Commenting on something in your immediate surroundings • Taking guess about person’s interests by studying his appearance • What is the last level of conversation? • Big talk • Fast disclosure • Personal feelings • Viewpoints and opinions

32. Module Four: Review Questions • The small talk stage establishes: • Getting interesting information • Rapport • Close relationship • Non-formal atmosphere • Which stage is considered to be the getting-to-know someone stage? • Small talk • Fact disclosure • Viewpoints and opinions • Personal feelings

33. Module Five: Moving the Conversation Along A man who listens because he has nothing to say can hardly be a source of inspiration. The only listening that counts is that of a talker who alternately absorbs and expresses ideas. Agnes Repplier Initiating a conversation is one interpersonal skill, maintaining it is another. An engaging and effective conversation is one that flows and goes forward.

34. Asking for Examples

35. Using Repetition

36. Using Summary Questions

37. Asking for Clarity and Completeness

38. Module Five: Review Questions • What is the purpose of asking for examples? • Getting an insight on the particulars of a disclosure • Illustrating principles shared • Personalizing experience • All of the above • Repetition is usually used to focus on: • Neglected parts of the conversation • Interesting parts of the conversation • Less clear parts of the conversation • All of the above

39. Module Five: Review Questions • Repetition can also be a way of communicating your: • Reaction • Disagreement • Superiority • Misunderstanding • A summary usually shows that you are: • Polite • Good listener • Professionally orientated • Uncertain about the topics discussed

40. Module Five: Review Questions • Asking for clarity makes the conversation: • Boring and repetitive • Unpleasant, since it shows that you weren’t paying attention • Pleasant, because it adds depth and richness to it • Less professional • Why is asking for clarity recommendable? • Because you need to get complete information • By asking for clarity, you’ll show that you care for your interlocutor • You can test your interlocutor by asking for clarity • It’s actually not recommendable

41. Module Five: Review Questions • What is the purpose of asking for examples? • Getting an insight on the particulars of a disclosure • Illustrating principles shared • Personalizing experience • All of the above • Repetition is usually used to focus on: • Neglected parts of the conversation • Interesting parts of the conversation • Less clear parts of the conversation • All of the above

42. Module Five: Review Questions • Repetition can also be a way of communicating your: • Reaction • Disagreement • Superiority • Misunderstanding • A summary usually shows that you are: • Polite • Good listener • Professionally orientated • Uncertain about the topics discussed

43. Module Five: Review Questions • Asking for clarity makes the conversation: • Boring and repetitive • Unpleasant, since it shows that you weren’t paying attention • Pleasant, because it adds depth and richness to it • Less professional • Why is asking for clarity recommendable? • Because you need to get complete information • By asking for clarity, you’ll show that you care for your interlocutor • You can test your interlocutor by asking for clarity • It’s actually not recommendable

44. Module Six: Remembering Names If names are not correct, language will not be in accordance with the truth of things. Confucius When we address people by name, we are telling them that we respect them, consider them as important, recognize their individuality, and warmly relate with them.

45. Creating a Powerful Introduction

46. Using Mnemonics

47. Uh-Oh…I’ve Forgotten Your Name

48. Module Six: Review Questions • When you introduce yourself, you should state your: • First name only • Last name only • First and last name • First and last name plus nickname • Which of the following is a good way to remember a person’s name? • Asking the person to repeat it • Making a handy joke about the name • Repeating person’s name right after introduction • Any of the above

49. Module Six: Review Questions • Which of the following is a good mnemonics method for remembering a person’s name? • Acronyms • Synonyms • Homonyms • Antonyms • What are acrostics? • Visualizing names • Devising a word or expression in which each of its letters stand for a name • Clustering by categories • Forming a sentence to help one remember new words

50. Module Six: Review Questions • Being honest if you don’t remember someone’s name is: • Unprofessional • Underestimating • Legit • Not recommendable • Which of the following is a good way to find out the forgotten name of a person? • Asking a third party • Asking for a card • Introducing other people to them • All of the above