1. Interpersonal communication
Chapter 5
Interpersonal communication

2. objectives
Understand the value of effective interpersonal communication
Understand the importance of assertiveness, courtesy, and tact when dealing with people
Implement effective strategies for successful one-to-one communication
Use communication to build positive professional and social interpersonal relationships

3. Interpersonal communication
Not a concept that can be easily handled in one chapter
Getting along and communicating with people is a complex process
Social communication- communication in your personal and community life
Professional communication- communication on the job or related to your career

4. Interpersonal communication
Knowing how to communicate is nothing new
Courtesy- refers to the way you treat people
Means “politeness”
Tact- the way that you deal with people
Means to be diplomatic
Say or do what best fits the occasion

5. Appropriate tone
When communicating with others, it is important that you use the correct tone
Tone- mood that you verbally and non-verbally create
Courteous, tactful, and respectful communicators are the most successful

6. Aggressive tone Many think this is pushy or brash
Aggressive person usually only thinks from one point of view
Shows little concern for the view of others
Wants to win at all costs
Will intimidate, manipulate, or belittle others
Not appropriate in a social or professional setting
Can discourage others’ creativity and enthusiasm

7. Nonassertive tone
Could characterize as one that shows a lack of action and energy
Person rarely speaks and often appears disinterested or uninvolved
Often cannot read
Particularly inappropriate at work
Co-workers can interpret it as lack of involvement and self-esteem

8. Assertive tone Middle ground between aggressive and nonassertive
Know when to talk, when to keep quiet, and how to give their opinion courteously and respectfully
Create an overall mood of harmony
Sure to be a winner if you use an assertive tone

9. People skills What are people skills?
People who have them know and then apply certain polite communication procedures that are appropriate just about everywhere
If you have them, people like being around you
Value the following things:
Making introductions
Participating effectively in conversations
Offering and receiving criticism
Giving clear and accurate directions

10. Making introductions You want people to feel at ease in a group
Find out people’s names and take time to introduce everyone in the group
Be friendly
Address everyone by name
Make a positive impression

11. Participating effectively in conversations
Dialogue- the oral exchange of thoughts and feelings involving two or more people
Avoid the 3 conversation killers:
Talking too much
Talking too little
Interrupting

12. Offering and receiving criticism
Criticism: an evaluation or a judgment
Usually hear the word in a negative context
Appropriate people skills teach how to give and receive criticism in a positive way

13. Offering criticism Should view as encouraging someone to improve
Worst thing you can do is condemn a person
Use constructive language
What is constructive language?
What is negative language?

14. Receiving criticism
Often too difficult to hear we are doing something wrong
Could be a part of human nature
Try to:
Maintain composure
Allow others to finish what they have to say
Don’t interrupt
Be a good listener
Ask questions
Thank the person for her or his observations

15. Giving clear and accurate directions
Always be clear
Always be complete
Always be concise
Always be considerate