Transcript Interpersonal Skills

Interpersonal Skills: Effective
Communication & Conflict
Resolution
Chapter 9
What are interpersonal skills?
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Skills needed to get along with others
Communication skills, conflict
resolution skills, and planning skills
Communication Skills
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Terms to know: active listening, body
language, communication, eye contact,
feedback, “I” statements, nonverbal, verbal
Communication: sending and receiving of
messages between people
Ways of communicating:
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1. “I” messages
2. Verbal
3. Nonverbal
“I” statements
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Three parts to an “I” statement
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“I feel…”
“when you…”
“because…”
Using “I” statements in an argument
helps to avoid raising negative feelings
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Not attacking the other person
Verbal
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Words are used
Tone of voice, how you say words
Knowing how you sound ensures you are
sending the right messages you intend to
send
Knowing when and where to communicate
can make communicating more positive
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Make sure the person is willing and able to listen
Avoid times when emotions can interfere
Make sure other person is not distracted
Nonverbal
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Without words or body language
Affects not only how others see you,
but also how they react to your verbal
message
Eye contact is very important with
nonverbal communication
Active Listening
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Concentrating on what is said so that
you understand and remember the
message
Helps:
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Relationships grow
Grow as a person
Know more about the world
Boosts self-esteem
How to listen better
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Concentrate
Listen with a purpose
Keep an open mind
Be positive
Make eye contact
Control you emotions
Don’t interrupt
Feedback
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Listener lets the speaker know that he or
she is trying to understand the message
being delivered
Ways to give feedback:
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Interject a comment when the speaker pauses
Summarize what the other is saying
Express interest by asking questions
Show empathy when others are upset
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Example: “that’s so unfair” or “you must have been
hurt”
Body Language Activity
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Body Language Activity
http://www.cccoe.net/social/bodylang.h
tm
Conflict Resolution
Chapter 11
Conflict Resolution
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Terms to know: conflict, mediation,
negotiation, peer mediation
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Conflict is a struggle between people
who disagree
Not unusual to have conflicts
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Why conflicts occur
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Situational causes
Personality
differences
Power struggles
Negative Results
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Negative emotions arise
People can become ill
People say things they don’t mean
Relationships suffer
Violence can occur
Resolving conflicts
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Conflict resolution process:
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Identify the problem
Identify possible outcomes
Evaluate each suggested solution
Pick the best solution
See if the solution is working
If necessary, agree to disagree
Skillful resolution
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Use words, not fists
Take charge of the situation
Take turns talking
Control your voice
Show respect
Speak the truth
Control your language
Use effective body language
Value your safety
Avoiding conflicts
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See the positive side in situations
Change the subject
Defuse the situation with confidence
Don’t be easily irritated
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??When should you ignore a conflict??
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Mediation
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Unbiased third party that helps in
settling conflicts
Used when two people can not settle a
conflict on their own
Peer mediation (process in which
specially trained students help other
students resolve conflicts peacefully)
are used in schools
Time Management
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Tools to help
manage time:
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Calculators, date
books, electronic
planners,
calendars, etc.
How to manage time
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Set goals – goal’s become your guide
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Example: someone wants to improve on the
piano, schedule more practice time
What do you want to accomplish today? This
week? Month? year?
Set priorities – we usually don’t have time to
do everything we want to do; therefore, we
must prioritize (decide which tasks are more
important than others
Cont.
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To-do lists:
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Write down what you want to accomplish
Assign it a category: A,B,C
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“A” most important , etc.
Schedule some “down time” also!!
Trouble-makers
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Wasted time: identify what you do that
might be wasting time
Procrastination: putting things off
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Do unpleasant tasks first
Avoid distractions and interruptions
Set up a schedule
Over commitment: learn to say “no”
Strategies
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Break large tasks into smaller units
Dovetail activities (overlap activities in order
to save time)
Allow enough time (don’t rush)
Be prepared
Evaluate standards (are you setting
impossible standards for yourself?)
Be flexible: not everything goes as planned