Transcript No Slide Title

Interpersonal
Communication
Skills Development
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Interpersonal Communication Skills
CONTENT
versus
PROCESS
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Interpersonal Communication Skills
VERBAL
COMMUNICATION
MODELS
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Communication Flow Diagram
Agreement
Reinforce
Expand
Query
Explanation
Indirect Probe Problem
Direct Probe Solution
Reservations/Doubt
Query
Close
Reassure
Substantiate
Indirect Probe Review POA
Direct Probe Propose COA
Question/Confusion/Conflict
Rephrase
Answer/Clarify/Minimize
Query
Indirect Probe
Direct Probe
or
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Explanation Model
 Problem

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Solution
4
Agreement Model
 Reinforce
 Expand
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Closure Model
 Review Points of Agreement
 Propose Course of Action
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Reservation / Doubt Model
 Reassure
 Substantiate
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Question / Confusion / Conflict Model

Rephrase

Answer / Clarify / Minimize
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Query Model

Indirect Probe

Direct Probe
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Verbal Communication Models
QUERY
Indirect Probe
Direct Probe
EXPLANATION
Problem
Solution
AGREEMENT
Reinforce
Expand
RESERVATION / DOUBT
Reassure
Substantiate
QUESTION / CONFUSION / CONFLICT
Rephrase
Answer / Clarify / Minimize
CLOSURE
Review Points of Agreement
Propose Course of Action
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Communication Flow Diagram
Agreement
Reinforce
Expand
Query
Explanation
Indirect Probe Problem
Direct Probe Solution
Reservations/Doubt
Query
Close
Reassure
Substantiate
Indirect Probe Review POA
Direct Probe Propose COA
Question/Confusion/Conflict
Rephrase
Answer/Clarify/Minimize
Query
Indirect Probe
Direct Probe
or
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Communication Feedback Skills
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Avoid tuning people out by thinking excessively while they are
talking
Assume the listener does not understand you
Control your emotions so they do not control your
communications
Interrupt people only if there is a 911 emergency
Take notes when listening
Focus on the non-verbal communications: body language, voice
inflections, and facial expressions of others - not on what you are
going to say next
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Dealing with Conflict
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Isolate the issues causing conflict
Define the goals or desired results
Isolate the areas of agreement and disagreement, and list
the unresolved issues
Minimize conflict by putting issues into perspective or
through compromise
Prioritize the issues
Brainstorm solutions to the issues
Evaluate possible solutions to the issues
Make a decision and develop an action plan
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Words of Wisdom for Improving Communication Skills
•
“It is better to remain silent and be thought a fool, than to
open your mouth and remove all doubt.”
•
“God gave us two ears and one mouth for a reason.”
•
“You will never convince me that you are concerned about me
or care about me if you are unwilling to listen to me.”
•
“It is hard to start an argument when you are listening.”
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Interpersonal Communication Skills
NON-VERBAL
COMMUNICATION
SKILLS
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First Impressions
•
Body Language _________________________________
•
Dress __________________________________________
•
Face ___________________________________________
•
Hands _________________________________________
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First Impression Packaging
•
Time Extension
_________________________________________________
_________________________________________________
•
Resemblance to Someone Familiar
________________________________________________
________________________________________________
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Categorization
________________________________________________
________________________________________________
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Credibility
Capable of being believed
Worthy of confidence
Reliable
•
Credibility Comes From:
1. _____________________________________________
2. _____________________________________________
3. _____________________________________________
4. _____________________________________________
BLOW ONE OF THESE and . . .
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BOOM!
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Body Language Match Quiz
•
Based on their body language, match each of the three with the following choices:
a: Husband _______
b: Lover __________
c: Salesman ______
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Silhouette Match Quiz
•
Try to match each silhouette with the labels listed below:
a: Openness, looking for acceptance _______
b: Relaxed negativism ______
c: Lecture ______
d: Headache ______
e: Closed acceptance, defiance ______
f: Aggressiveness ______
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Key Non-Verbal Messages
Master these:
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Openness
Reassurance
Cooperation
Confidence
Acceptance
Counter these:
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•
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Defensiveness
Suspicion
Frustration
Nervousness
Boredom
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Body Language: A Short Skills Course
Openness
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Reassurance
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Cooperation
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Confidence
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Acceptance
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Defensiveness
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Suspicion
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Frustration
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Nervousness
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
Boredom
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
_________________________________________
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Body Language: A Short Skills Course
S ____________________________
O ____________________________
F ____________________________
T ____________________________
E ____________________________
N ____________________________
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WRITTEN
COMMUNICATION
SKILLS
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Primary Purposes for Significant Communication
Present
an idea
Solve
a
problem
Answer
a question
Request
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action
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Basic Writing Guidelines
Consider your overall objective

Develop a logical progression
of thought
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Basic Writing Guidelines
•
(continued)
Use short paragraphs,
sentences, and words

Use the active voice
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Basic Writing Guidelines
(continued)
• Write the way you talk
 Be
considerate of the
sensitivities of your
readers
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Basic Writing Guidelines
(continued)
• Check your grammar, spelling, and punctuation

Proof
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read through
your reader’s eyes
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Basic Writing Guidelines
(one last tip)
• Avoid putting any bad news
in writing, when possible
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WHY?
Because you lose the . . .
•
•
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Impact of voice inflection
Impact of body language
Ability to observe the other
person’s response
•
Ability to query
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Interpersonal Communication Skills
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