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Interpersonal Communication
Welcome!
This program is intended for anyone who
would like an overview of the basic verbal and
non-verbal communication skills needed for
success in the workplace.
The Professional Development Program
classes are offered to Macomb Community
College employees only.
Course Content
This program will cover:
What communication is
Why and how we communicate
Barriers to communication
Sharing ideas
Getting information from others
Giving constructive feedback
Body language
Course Objectives
The objectives of this program are to:
provide a basic overview of verbal and
non-verbal interpersonal communication
processes
identify personal obstacles to effective
interpersonal communication
define some strategies for improving
individual and group communications
What is communication?
What do you think communication is?
How would you define it?
Take a few moments to
write down some of
your thoughts
Communication
Communication is defined as the interchange of
thoughts or opinions through shared symbols; e.g.
language, words, phrases
Some synonyms of the word communication are:
message, directive, word, contact, commerce,
communion, intercommunication, converse,
exchange, interchange, conversing, discussing,
talking; conversation, discussion, talk, advice,
intelligence, news, tidings
Shared symbols
Sometimes when we communicate we
assume we are using shared symbols when
we might not be
Think about the term asap, as soon as
possible. What does it really mean?
Think about how the meaning might change
in the situations on the next slide
Shared symbols
How might your meaning of asap change in
these situations?
Someone from another department calls. He
needs some detailed information asap; but you
are already rather busy.
A coworker comes to you for help with an
assignment. She needs you asap; but you have
another job to finish before lunch.
Your immediate supervisor, whom you like to
please, asks you to type a memo for her asap; but
you already have a stack of other jobs to finish.
Shared symbols
Someone from another department calls.
He needs some detailed information asap;
but you are already rather busy.
In this situation, you might interpret asap
as when I have finished all of my own
work and have a chance to get to it. It
might be tomorrow or the next day.
Shared symbols
A coworker comes to you for help with an
assignment. She needs you asap; but you
have another job to finish before lunch.
In this situation, you might interpret asap
as after I have finished my own work, I will
help out after lunch.
Shared symbols
Your immediate supervisor, whom you like
to please, asks you to type a memo for her
asap; but you already have a stack of other
jobs to finish.
In this situation, you might interpret asap
as Ill do this now and finish my other work
afterwards.
Shared symbols
In the previous examples, weve seen the
meaning of asap change from in a few days to
immediately.
Many other words and phrases are also vague
and have different meanings for different people.
Shared symbols are not always completely
shared. The message intended is not always the
message received.
Missed communication
As the Manager
Requested it.
As Purchasing
ordered it.
As the Supervisor
implemented it.
As Marketing
wrote it up.
What the
Employee really
wanted!
Why do we communicate?
What do you think?
Why we communicate
We communicate to:
How do we communicate?
Think of the many ways in which you
communicate
Take a few moments to
write down some of
your thoughts
How we communicate
We communicate and build interpersonal
relationships through:
Speech
Writing
Listening
Non-verbal language
Music, art, and crafts
In person: one-to-one
In person: meetings, small groups
In person: presentations, large groups
Letter
Memo
Note
Email
Voice mail
Barriers to communication
What are barriers to communication
that exist in any work setting?
Take a few moments to
write down some of
your thoughts
Barriers to communication
Some common barriers to interpersonal
communication include:
Unclear process: The receiver and sender may not share the
same language, slang, jargon, vocabulary, symbols
Barriers to communication
Additional common barriers to
interpersonal communication include:
Human nature: Peoples egos, prejudices, and traditions
can get in the way
If people
SHARE an example
State the main point of your message
Id like to talk to you about the new employee welcome program.
Highlight other important points
We need to discuss the new schedule, locations, and presenters.
Assure the receivers understanding
Do you need me to further clarify how we are making invitations?
React to how the receiver responds
I understand your concern about parking.
Emphasize/summarize your main ideas
To wrap-up, Ill develop the schedule and make the room
reservations, if you can line up the guest speakers.
Lack of trust
Assuming you already know it all
Jumping to conclusions
Not valuing diverse opinions
Weak reading skills
Weak listening skills
Weak questioning skills
and other ideas you may have thought of
Listen actively
Prepare to listen by focusing on the speaker
Control and eliminate distractions so that you
can focus on the message. Dont do anything else
(writing, reading, email) but listen
Establish appropriate eye contact to show
interest
See listening as an opportunity to get
information, share anothers views, and broaden
your own knowledge
Listen actively
Create a need to listen by thinking about what you can
learn from the speaker
Set aside the time to listen so that you wont feel
rushed or become distracted by other responsibilities
Dont prejudge the message based on who is
delivering it. Focus instead on the content of the
message.
Monitor the way you listen by asking yourself
questions such as Did I really pay attention or was I
thinking about what I was going to say next? Was
there information I missed because I allowed myself to
become distracted?
Direct question
Which topics were listed on the meeting agenda?
Probing question
Can you tell me more about the first agenda topic?.
Hypothetical question
What would you have done, if you had not had the chance to
present your idea at the meeting?
FOCUS on information an
example
Focus the discussion on the specific information you need
I need to ask you about the computer meeting you attended
yesterday.
Open-end question to expand the discussion
What kinds of decisions were made regarding expansion of our
departmental system?
Close-end question to get specifics
Did the committee decide to buy Dell computers?
Use active listening skills to understand what you are hearing
What I think I heard you say was that the decision was made?
Summarize and close the discussion
So to wrap up, the system will expand and we will be using Dells.
Thanks for keeping me up to date.
Giving feedback
Why is it necessary to give constructive
feedback to others?
Take a few moments to
write down some of
your thoughts
Body language
Nonverbal communication, known as body
language sends strong positive and negative
signals. This is how much it influences any
message:
Words
Tone of voice
Non-verbal cues
Message
8%
34%
58%
100%
Face
Figure
Focus
Territory
Tone
Time
It
Test yourself
1. Communication is defined as the interchange of thoughts or
opinions through shared symbols.
True___
False___
False___
False___
Test yourself
4. Describe the steps of the SHARE model for giving good
information share, highlight, assure, react, emphasize:
5. Describe the steps of the FOCUS model for getting good
information focus, open end, close end, use, summarize:
6. Describe the steps of the STATE model for giving constructive
feedback state, tell, address, tender, express:
7. Describe the the six aspects of non-verbal communication (body
language):
5. The steps of the FOCUS model for getting good information are: