1. Interpersonal Communication 1

2. Introduction Interpersonal Communication is central to our effectiveness and our everyday lives. Interpersonal communication is an on going process by which people exchange information, feelings and meaning through verbal and non-verbal messages 2

3. Meeting People. Who am I? ‘I am not what I think I am. I am not what you think I am. I am what I think you think I am.’ Greetings and Introductions. 3

4. Breaking the Ice…. Formal vs Informal Introducing yourself Introducing others: –Say the name of the person of authority or importance, higher ranking, older, new, client, woman FIRST –Say each person’s name ONCE –Add a little information 4

5. Breaking the Ice Self Introduction Statement then Question Kinds of Questions? Self Disclosure Help 5

6. Good Listener/Observer Read Body Language Listen Well…Empathise 6

7. Active Listening Basic Acknowledgments Attentive Silence Questions Paraphrasing Mirroring feelings and reflecting meanings Summative Reflections 7

8. BE NON-JUDGEMENTAL Let go of stereotypes and any preconceived ideas you may have about the people you are communicating with. 8

9. BE ENCOURAGING Give Specific Praise Give Constructive Feedback 9

10. MIND YOUR LANGUAGE Slang: “You’re my main man”, “creep”, Foul language Jargon: “SOP”, “ORD” Pretentious language Sexist language Statements of disagreement that are rudely expressed References to someone’s race, class, ethnic background, or disability 10

11. EXPRESS POLITENESS Include Third Party in Conversation Request/Suggest Politely: Would you mind waiting……? Show Speaker’s Involvement: “Could we” 11

12. Saying YES Saying ‘Yes’ to a request: Yes, certainly! Saying ‘Yes’ to an offer or invitation: “Thank you very much; I’d love to come.” “Thank you very much; I’d love to have it.” “Yes, thank you, it’s nice of you to think of me.” “Yes, thank you. I’m looking forward to it.” 12

13. Saying NO politely “I’m sorry but…” “Unfortunately…” “Sorry, I can’t oblige you …” “I can understand your feelings about this matter but…” “I appreciate your reasons for … but …” 13