People management and communication skills
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Transcript of People management and communication skills
People Management and Communication Skills
Four Key Aspects to People Management
People Skills
Understanding how people communicate
Expressing your thoughts and feelings clearly
Speaking up when your needs are not being met
Asking for feedback and giving quality feedback in return
Influencing how others think and act
Bringing conflicts to the surface and getting them resolved
Collaborating with others
Shifting gears when relationships are unproductive
Communication Skills
Interpersonal Intrateam
Effective Communication: Discuss
1. What is interpersonal communication?2. What is intrateam communication? 3. Why learn about interpersonal and intrateam
communication? 4. How might I understand effective communication? 5. Verbal vs. non verbal communication6. Reasons for communication breakdown7. Overcoming communication barriers8. How can I improve my communication skills?
The Communication Process
Verbal vs. Non Verbal Communication
• Facial expression• Eye contact• Tone of voice• Body posture• Body motions• Positioning within
groups• The way we wear our
clothes• The silence we keep
Bodily speaking…
• Edward T. Hall, social anthropologist
• In a normal conversation between two persons– less than 35% of the
social meanings is actually transmitted by words.
– at least 65% of it is conveyed through the body
Facial Expressions
• Face is the index of Mind
• The eyes, the lips and the muscles express many feelings
• It can also be deceived by manipulation
The Eyes
• Stare or fixed gaze suggest involvement or wonder or eye disapproval.
• Raised looks show dominance.
• Downcast looks suggest weakness and submission
• Direct eye contact communicates honesty, transparency and neutral attitude.
Gestures and Posture
Positive Gestures• Open Palms• Eye-to-eye confrontation• Smile• Equal HandshakePostures• Standing position• Walking style• Hand Movements
NONVERBAL BEHAVIOR INTERPRETATION
Brisk, erect walk Confidence
Standing with hands on hips Readiness, aggression
Sitting with legs crossed, foot kicking slightly
Boredom
Sitting, legs apart Open, relaxed
Arms crossed on chest Defensiveness
Walking with hands in pockets, shoulders hunched
Dejection
NONVERBAL BEHAVIOR INTERPRETATION
Hand to cheek Evaluation, thinking
Touching, slightly rubbing nose Rejection, doubt, lying
Rubbing the eye Doubt, disbelief
Hands clasped behind back Anger, frustration, apprehension
Locked ankles Apprehension
Head resting in hand, eyes downcast
Boredom
Rubbing hands Anticipation
Reasons for Communication Breakdown
1. Perceptual and language differences2. Information overload3. Inattention 4. Time pressures
Reasons for Communication Breakdown
5. Distractions/Noise6. Emotions 7. Complexity in organizational structures8. Poor retention
Overcoming Communication Barriers
1. Eliminating differences in perception2. Use of simple language3. Reduction and elimination of noise levels4. Active listening5. Emotional state
Overcoming Communication Barriers
6. Simple organizational structure7. Avoid information overload8. Give constructive feedback9. Proper media selection10.Flexibility in meeting the targets
How can I improve my communication skills?
1. Become an active listener2. Become a good conversationalist3. Become an effective presenter4. Become a good writer5. Learn how to deliver bad news6. Give constructive feedback and criticism
1. Become an Active Listener
• Listen with empathy• Show interest with body language and use
interested-listener phrases• Summarize • Interpret
1. Become an Active Listener
• Fight off competing thoughts– Change your physical position– Ask a clarifying question
• Don’t forget their names!– When you’re introduced to someone, shut out all thoughts and
listen for the name.– Next, make a point of repeating it out loud immediately. You’ll
hear, “I’m Joseph,” and as you shake hands, say, “Nice to meet you, Joseph.”
– Finally, take a second to concentrate fully on the person’s face, and think, “Joseph.”
5. Delivering Bad News
• State bad news candidly• State bad news clearly• Show empathy• End with something positive
6. Constructive Feedback and Criticism
• Constructive Feedback– Returning output of information based on
input received by another
• Constructive Criticism– The act of making judgments or evaluations
Receiving Feedback
Evaluate if you are taking the constructive criticism personally
Get yourself in a continuous improvement mood
Find something that you can agree with and express that agreement
Do not assume that you know what the other person thinks or feels
Giving Feedback
Start with something supportive State your opinion using “I” statements Monitor your tone of voice and body
language