Chapter 5

1. Chapter 5 Interpersonal communication

2. objectives • Understand the value of effective interpersonal communication • Understand the importance of assertiveness, courtesy, and tact when dealing with people • Implement effective strategies for successful one-to-one communication • Use communication to build positive professional and social interpersonal relationships

3. Interpersonal communication • Not a concept that can be easily handled in one chapter • Getting along and communicating with people is a complex process • Social communication- communication in your personal and community life • Professional communication- communication on the job or related to your career

4. Interpersonal communication • Knowing how to communicate is nothing new • Courtesy- refers to the way you treat people • Means “politeness” • Tact- the way that you deal with people • Means to be diplomatic • Say or do what best fits the occasion

5. Appropriate tone • When communicating with others, it is important that you use the correct tone • Tone- mood that you verbally and non-verbally create • Courteous, tactful, and respectful communicators are the most successful

6. Aggressive tone • Many think this is pushy or brash • Aggressive person usually only thinks from one point of view • Shows little concern for the view of others • Wants to win at all costs • Will intimidate, manipulate, or belittle others • Not appropriate in a social or professional setting • Can discourage others’ creativity and enthusiasm

7. Nonassertive tone • Could characterize as one that shows a lack of action and energy • Person rarely speaks and often appears disinterested or uninvolved • Often cannot read • Particularly inappropriate at work • Co-workers can interpret it as lack of involvement and self-esteem

8. Assertive tone • Middle ground between aggressive and nonassertive • Know when to talk, when to keep quiet, and how to give their opinion courteously and respectfully • Create an overall mood of harmony • Sure to be a winner if you use an assertive tone

9. People skills • What are people skills? • People who have them know and then apply certain polite communication procedures that are appropriate just about everywhere • If you have them, people like being around you • Value the following things: • Making introductions • Participating effectively in conversations • Offering and receiving criticism • Giving clear and accurate directions

10. Making introductions • You want people to feel at ease in a group • Find out people’s names and take time to introduce everyone in the group • Be friendly • Address everyone by name • Make a positive impression

11. Participating effectively in conversations • Dialogue- the oral exchange of thoughts and feelings involving two or more people • Avoid the 3 conversation killers: • Talking too much • Talking too little • Interrupting

12. Offering and receiving criticism • Criticism: an evaluation or a judgment • Usually hear the word in a negative context • Appropriate people skills teach how to give and receive criticism in a positive way

13. Offering criticism • Should view as encouraging someone to improve • Worst thing you can do is condemn a person • Use constructive language • What is constructive language? • What is negative language?

14. Receiving criticism • Often too difficult to hear we are doing something wrong • Could be a part of human nature • Try to: • Maintain composure • Allow others to finish what they have to say • Don’t interrupt • Be a good listener • Ask questions • Thank the person for her or his observations

15. Giving clear and accurate directions • Always be clear • Always be complete • Always be concise • Always be considerate