1. MRS. CURRY LECTURE NOTES CH. 8 INTERPERSONAL SKILLS

2. TYPES OF QUESTIONING Open-ended: broad in scope, requiring more than a single-word answer such as “yes” or “no.” Closed question: one that requires a very specific answer, often just one word. Paraphrase: to repeat a message in your own words. Small talk almost always takes on a superficial, somewhat distant tone. Does not involve strong opinions, feelings, or great detail. Topics include- environment, personal characteristics, biography

3. SMALL TALK Guidelines for Small talk Check nonverbal signs- Is the other person really interested in talking to you? Take the lead- Say something, introduce yourself. Offer a compliment. Comment on the weather, or say something funny. Ask open-ended questions- This draws answers from a person and helps shy or reluctant conversationalists take an active role in the dialogue Stick to safe topics- avoid personal or controversial topics such as politics, personal beliefs or values, religion, criticisms, etc. Don’t rush!

4. MAINTAINING CONVERSATION Tact- knowing what to do or say—or not do or say— to maintain a positive professional exchange Why are tact and courtesy an important element of maintaining conversation?

5. MAKING REQUESTS Requests for information- Use details (who, what, why, when, and how) Requests to persuade- asking someone to do something

6. QUESTIONING STRATEGIES Rephrase the message- repeat in your own words what the speaker has said Ask for clarification- if you are not sure what the speaker said, ask them to clarify Ask for more details- ask specific questions for specific details Confirm through examples- verify that you understand with an example

7. LISTENING IN CONVERSATIONS Listen to what is said Listen empathically Listen to what is left unsaid Listen before you speak

8. PARAPHRASE V. SUMMARY Summary: a brief sentence or two summing up what the speaker has said Paraphrase: to repeat a message in your own words. (sometimes longer than what the original message is)

9. GIVING CLEAR & ACCURATE DIRECTIONS Organize the steps Avoid assumptions Use details

10. PROFESSIONAL ETIQUETTE Etiquette- an established code of behavior or courtesy Protocol- a code of etiquette that is written and prescribed by an organization

11. GIVING CRITICISM Constructive criticism- negative evaluation done in a way that brings about positive change Descriptive communication- talk that paints a picture of the facts of a situation Evaluative communication- talk that tells how you interpret a behavior and how you feel about a situation

12. GIVING CRITICISM Describe the facts. Evaluate the behavior. Request change. State the consequences.

13. HANDLING HOSTILE PHONE CALLS Remain calm. Listen empathically. Keep your responses objective. Acknowledge the caller’s anger or hostility. Let the caller know that you want to help. Respond with clear, logical messages that reflect empathy with the caller.

14. DEALING WITH DIVERSITY Culture Gender Ethnicity Age