Session 1.4: Interpersonal Communication

1. Session 1.4:Interpersonal Communication Module 1:Leadership and Team Building Leadership and Management Course for ZHRC Coordinators, HTI Principals, and ZHRC/HTI Management Teams

2. Learning Objectives By the end of the session, participants will be able to: • Define interpersonal communication. • Describe the importance of communication in leadership. • List at least three styles of communication. • Identify and practice at least two strategies to improve listening. • Describe communication barriers. • Identify strategies for preventing and overcoming communication barriers.

3. Activity: Build A Story • One person begins the story with 1 sentence. • Once upon a time, ________ • The next person adds 1 more sentence to the story, and so on. • Continue until the story ends!

4. Communication is… • Communication is the process of exchanging: • Information • Thoughts • Feelings • Ideas • Instructions • Knowledge

5. Importance of Communication • Communication is necessary to: • Share knowledge and experiences • Build relationships • Motivate • Inform • Teach • Persuade • Entertain • Inspire • Give or receive instructions, directions, etc.

6. Verbal Non-verbal Verbal & Non-Verbal Communication • Spoken words • Gestures • Smiling, nodding, leaning forward, etc. • Body position • How we stand or sit • Facial expression • Silence • Eye contact Verbal (7-11%) Non-Verbal (89-93%)

7. Components of Communication • Sender: the person who delivers the information • Receiver: the person who takes in the information • Message: the information, ideas, or feelings being shared • Channel: the media or means through which the information is being sent • Feedback: the response from the receiver indicating that the message has been received

8. Communication Flow/Process • A sender creates a message for the receiver • The sender uses a channel to relay the message • The receiver and the sender use feedback to: • Ask for more information, get answers, find out whether the message is understood, etc. Channel Sender Message Receiver Feedback Channel

9. Channels of Communication • Speaking • Writing • Drawing/pictures • Body language • Sign language • Telephone • Media (television, newspapers, radios, etc.)

10. Why is communicationimportant for leadership?

11. Leadership & Communication • Good leaders are excellent communicators. • Good communication: • Facilitates information exchange, within and outside the organization • Conveys meaning and inspiration • Prepares teams to face challenges • Aligns expectations • Resolves conflicts

12. What are key communicationskills that leaders practice?

13. Effective Communication Skills Can.... • Present clear and compelling points of view • Relate positively • Create messages that inspire others • Convey hope • Select appropriate channels • Consider culture

14. Results of your Communication Style Assessment Visual Auditory Kinesthetic Learning & Communication Styles

15. Visual Learners • Learn best by seeing things. • “Show me!” • “Watch how I do it!”

16. Visual Columns Communication Style Assessment Answer Sheet V V

17. Visual Examples Facial Expressions Colored Text Pictures & Photos Graphs & Charts

18. Auditory Learners • Learn best by hearing things. • “Tell me!” • “Listen to me explain!”

19. Auditory Columns Communication Style Assessment Answer Sheet A A

20. Auditory Examples Using the phone instead of email or letter Reading out loud Talking through an issue Music

21. Kinesthetic Learners • Learn by doing. • “Let me try.” • “Now, you try doing it!”

22. Kinesthetic Columns Communication Style Assessment Answer Sheet K K

23. Kinesthetic Examples Prefer a demonstration Learning a skill by using your hands Reacting to “gut feelings” in decision-making Pacing

24. Solo-Tasking & Multi-Tasking Communication Style Assessment Answer Sheet S M

25. Why are these modes important? • To learn and to lead best, we must understand our preferred mode(s) of giving and receiving information. • Most people learn in multiple modes. Mix it up! • To be understood, tailor speech and hearing to the mode of the listener.

26. Why is listening important?

27. Listening & Leadership • Listening is a critical leadership skill. It: • Improves morale • Builds respect and trust • Fosters collaboration and learning • Helps to prevent and resolve conflict

28. Activity: Listening Self-Assessment • Complete the Listening Self-Assessment. • Do you consistently practice good listening habits? • How could you improve your listening habits?

29. Activity: The Art of Listening

30. Becoming an Effective Listener • Stop talking • Don’t interrupt • Ask questions • Stay constructive • Look, act, and be interested • Seek first to understand, then be understood • Be sensitive to the speaker’s feelings, and try to appreciate their point of view • Stop talking

31. Strengthening Communication • Simple changes in communication can clarify expectations, lift morale, and help people deal with difficult situations. • We can strengthen communication by: • Balancing advocacy and inquiry • Hearing what others say • Responding constructively • Using proactive language

32. Barriers to Effective Communication • Talking too much • Not listening • Not paying attention • Expressing criticism, judgment • Showing anger • Getting upset • Not accepting feedback • Interrupting • Using inappropriate channel • Arguing • Lack of knowledge • Poor non-verbal signs • Distracting environment • Using mobile phone (answering call, SMS) • Lack of privacy

33. Activity: Barriers to Communication • Read about the barrier assigned to your group. • Discuss how this barrier relates to our work. • Identify several examples of this barrier. • Suggest possible solutions to overcome this barrier. • Be prepared to share a brief, 2-minute presentation.

34. Hear What Others Say: Buzz in Pairs • Listen carefully • Remove barriers to communication • Identify assumptions • Seek to understand diverse viewpoints • End conflict before it spreads

35. Respond Constructively • Give specific feedback • Balance the negative with the positive • Use proactive language • Convert complaints into requests • Be genuine

36. Be Proactive, Not Reactive Reactive • Making decisions on impulse, in response to external stimuli Proactive • Making decisions based on values; thinking before you act

37. Activity: Using Proactive Language • Work in small groups to turn a reactive statement into a proactive statement. • For example: • Reactive: “There’s nothing we can do.” • Proactive: “Let’s look at what we can do…”

38. Activity: Improving Communication Skills • Reflect on what you have learned during this session. • What communication skills can you improve? • Write 1-2 things that you will work to improve. Be specific!

39. Key Points • Communication includes verbal and non-verbal components. Both are important. • Effective communication skills are essential for good leadership and management. • To communicate well, you should engage different communication styles (visual, auditory, kinesthetic). • Listening helps to improve morale, build trust, foster collaboration, and prevent/resolve conflict. • We can strengthen communication by removing barriers, listening well, being constructive, and being proactive.