Interpersonal Skills

1. Interpersonal Skills Mr. Vivek Bindra Director - Global ACT www.vivekbindra.com www.globalact.org.in

2. Interpersonal Skills • Relating to one another • Supporting and encouraging others • Being able to give and receive constructive feedback • Listening to and valuing others' opinions • Being able to convey your point clearly • Assisting progress towards achieving an objective

3. Improving Interpersonal Skills • Smile as often as you can • Appreciate others • Pay attention to others’ problems • Listening actively • Unite people • Resolve disagreements • Communicate clearly • Use humour • Learn to appreciate • Don’t complain

4. Management Styles • Turtle (Escape when you have the chance) • This represents Avoidance. • Shark (Winning is the only thing) • This represents Competition. • Fox (Giving up something in order to achieve results) • This represents Compromising • Teddy Bear (Acts for the good of the group) • This represents Accommodating • Owl (Finding solutions agreeable to all) • This represents Collaborating

5. Communication Process • Communication is a two way process. • It involves a sender and receiver. • Effective communication gets the desired response.

6. Intended Meaning Perceived Meaning Shared Space Verbal message Non-Verbal Message A’s Reality B’s Reality A B What is Communication?

7. Types of Communication • Verbal • Non-Verbal • Written

8. Verbal Communication • Conviction • Confidence • Enthusiasm

9. Non- Verbal Communication • Body language • Eye contact • Facial Expression • Gesture • Posture • Tone • Rate of Speech • Accent, Diction • Pronunciation

10. Positive Non-Verbal Behavior S - Smile O - Open Gestures F - Forward Lean T - Tone of Voice and Touch E - Eye Contact N - Nod

11. Barriers to Communication • Lack of Enthusiasm • Distracting Gestures • Lack of Focus • Verbal Static • Lack of Eye Contact • Language • Inconsistency in Information

12. Styles Of Communication • Aggressive • Passive • Assertive

13. Aggressive I win, you lose situation.

14. Passive It is you win, I lose situation.

15. Assertive It is a win-win situation.

16. Empathy

17. What Is Empathy Put yourself into the customer’s shoes. ‘Seek first to understand, and then to be understood’.’

18. Empathy is the skill of active listening – of approaching an interaction with an open mind. Empathy is - identification with and understanding of another’s situation, feelings, and motives.

19. Understanding Empathy • There are two forms of empathy: • True/positive empathy • Negative form of empathy • True empathy involves • Seeking a person’s positive hope • Shifting their focus from negative judgment

20. Listening is the act of receiving a verbal message from a sender and understanding what it means.

21. 9% time is spent in writing, • 16% time is spent in reading, • 30% time is spent in speaking and • 45% is spent in listening

22. Types of Listening • Hearing • Simple Listening • Active Listening • Reflective Listening

23. Mental Attentiveness • Listening to what is being said by • Keeping an open mind • Thinking Ahead • Analyzing and evaluating the message • Not interrupting • Listening to how it is being said by • Interpreting the persons tone of voice • Evaluating the non-verbal cues • Listening to what is not being said by • Reading between the lines • Asking the right questions

24. Reflective Listening Reflective listening is a type of active listening where the listener ‘Reflects’ what the speaker is saying by repeating or paraphrasing what was said and by being empathetic.

25. Do’s of Listening • Ask clarifying questions • Perception Vs Reality • Review what was said and what wasn't said • Respond with empathy

26. Don’ts of Listening • Don’t compare yourself with the speaker • Don’t make assumptions • Avoid filtering the conversation • Avoid labelling a statement

27. Keys To Effective Listening • Resist distractions • Focus on the interaction • Listen for ideas • Keep an open mind • Hold questions till the speaker has finished • Paraphrasing • Understand that thought is faster than speech.

28. www.vivekbindra.com Daily Motivation For Your Peak Performance https://www.facebook.com/DailyMotivationByVivekBindra

29. Thank You!