Interpersonal Communication Establish good rapport & develop relationships

You establish rapport and credibility by Showing respect for others offering good information to co-workers taking an impartial look at others' criticisms of you or your work.

Developing Relationships seeking out and spending time with co-workers taking an interest in your peers offering your co-workers something for nothing.

Dignity and Respect in the Workplace You treat your co-workers with dignity and respect by: dealing effectively with conflict being truthful avoiding negative language and negative nonverbal behavior.

Resolving Conflict discussing the conflict in terms of what's happening rather than who's causing it accepting the other's behavior as relatively insignificant telling your co-worker that you're willing to do things his way delaying your response to defuse the conflict.

Being truthful Truth based on fact instead of on the opinions Avoid selectively withholding information when you don't know something, admit it

Avoiding negativity refrain from acting in a hostile manner or raising your voice avoid labeling people avoid discriminatory behavior or comments avoid gossiping about your co-workers.

Becoming a Desired Resource giving more than you get helping people develop themselves adding a personal touch.

Listening Effectively Benefits of effective listening: Leads to helpful positive attitudes, good will To improve communication skills prevent mistakes that make it necessary to redo work Obtain useful information & facilitate problem solving improve your relationships with clients and coworkers, create understanding

Overcoming listening barriers Distractions Prejudice against the speaker Pre mature evaluation Speed gap Semantic stereotypes Delivery

Active listening techniques Give the speaker your full attention Demonstrate your attention Use the speed gap Provide feedback

Feedback in Active Listening Main types of feedback strategies: paraphrasing what the speaker has said asking closed-ended questions asking open-ended questions

How to Influence People Support Ideas with Data Say it Straight, but polite Develop an Informal Channel Build a Consensus – state benefits Be committed

Handle Difficult Situations With Grace and Poise Create the expectation that change is a given. Understand their anxiety. Identify and listen to the concerns. Acknowledge stresses. Incorporate these concerns.

Communicate Decisions Honestly and Openly Speak with conviction. Use direct eye contact. Be aware of gestures. Maintain appropriate personal space. Persuade Your Team This Is the Best Course of Action Learn From Past Mistakes Maintain Credibility

Strategies for Facing Hostile Reactions Use hard and soft data as needed. Anticipate and overcome any opposition. Be prepared for unexpected objections. Consider timing. Focus on them, not you. Consider their perspective. Involve your listeners.