Interpersonal communications skills

Communications - Interpersonal Skills Participant Guide NOTES Table of Contents Agenda Learning Objectives 1.0 What is communication? 11 1.1 Sender 11 1.2 Message 11 1.3 Channel 12 1.4 Receiver 12 1.5 Feedback 12 1.6 Barriers 12 2.0 Types of communication 27 2.1 Verbal communication 30 2.2 Non-verbal communication 31 2.3 Listening 48 2.3.1 Types of listening 48 2.3.2 Improving Listening through Feedback 49 3.0 Ways we communicate 67 3.1 Speeches 70 3.2 Presentations 70 3.3 Correspondence/Office Communication 70 3.4 Telephone 70 3.5 Voice Mail 71 3.6 Email 71 3.7 Websites 71 3.8 Blogs 71 4.0 Factors influencing effective communication 75 4.1 Special needs / accessibility 75 4.2 Environment / setting 75 4.3 Literacy skills 75 4.4 Cultural factors 76 4.5 Email etiquette 76 4.6 Tone 76 4.7 Respect 76 4.8 Gender neutrality 76 4.9 Jargon 76 5.0 Parking Lot 79 6.0 Discussion/Questions/Summary 79 7.0 Evaluation 79 8.0 Appendices 79 References 99 _ Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development NOTES _ Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Communications Module – Part – Interpersonal Communications The Communications Module is designed to be delivered over a two-day period The first day is Interpersonal Communications and Day Two is Communications Planning AGENDA Activity Icebreaker Welcome & Overview Agenda Review Communication Process Types of Communication Verbal Non-Verbal Listening Factors Influencing Communication Parking Lot Discussion/Evaluation _ Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development NOTES _ Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Learning Objectives The learning objectives for the Interpersonal Communications module include: ¾ Understand the fundamentals of basic communication ¾ Identify various types of verbal communication ¾ Discuss various types of non-verbal communication ¾ Analyze communication and listening skills and identify and practice ways to improve skills ¾ Recognize various factors that influence communication _ Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development NOTES _ Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Exercise 1: Getting to know you Objective Give participants an opportunity to practice their communication skills Advance preparation None Exercise Students should pair up to interview each other so that they may learn enough about the person to introduce him/her to the rest of the group Participant resources Pen/pencil and paper _ Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development NOTES _ 10 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development NOTES _ 86 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development The Seven Secrets of Attractive Body Language Face: Have an animated face and making smiling part of your regular repertoire Make sure you flash your teeth Gestures: Be expressive but don’t overdo it Keep your fingers closed when you gesture, your hands below chin level, and avoid arm or feet crossing Head Movement: Use Triple Nods when talking and Head Tilt when listing Keep your chin up Eye Contact: Give the amount of eye contact that makes everyone feel comfortable Unless looking at others is a cultural no-no, lookers gain more credibility that nonlookers Posture: Learn forward when listening, stand straight when speaking Territory: Stand as close as you feel comfortable If the other person moves back, don’t step forward again Mirror: Subtly mirror the body language of others Source: Pease, A & B (2004) The definitive book of body language New York: Random House _ 87 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development NOTES _ 88 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Communications Glossary Advertising Advertising is bringing a product (or service) to the attention of potential and current customers Advertising is focused on one particular product or service Thus, an advertising plan for one product might be very different than that for another product Advertising is typically done with signs, brochures, commercials, direct mailings or e-mail messages, personal contact, etc Body Language Body language is an outward reflection of a person’s emotional state as each movement or gesture can indicate what a person may be feeling or thinking at the time For instance, folded arms may indicate that the person is feeling defensive or fearful Body language is an important part of the communication process Blog A blog (short for web log) is a user-generated website where entries are made in journal style and displayed in a reverse chronological order Branding Branding involves a strong, consistent message about an organization, product, service or community which differentiates it from others It is an image and feeling that people have and consists of their perceptions and experiences, some of which you can influence Channel Messages are conveyed through channels which can be face to face meetings, telephone calls, letters, emails, and reports Describing Behaviour Describing behaviour is a communication tool in which you state only what was observed and not what was said _ 89 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Email An electronic message sent via internet to another person Can be basic message or can include attachments such as letters, reports, photos, etc Enunciation Enunciation is how clear you speak Feedback Feedback is what you get from your audience in reaction to your message “I” statements A communication tool to use when you want to explain your feelings The tools is good for reduce tension and conflict Making an “I” statement: When (describe behaviour and not person) I feel (describe the feeling that you get) Because (tangible or real effect) or how about (a suggestion for change) Making I statements pushes the speaker to define what disturbs him/her about a situation Infliction Infliction is the change in the pitch of your voice to emphasize words Listening Listening involves listening to what another person is saying Active listening is a way of listening that focuses entirely on what the other person is saying and confirms understanding of both the content of the message and the emotions and feelings underlying the message to ensure that understanding is accurate Hearing is a passive skill _ 90 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Marketing Marketing is the wide range of activities involved in making sure that you're continuing to meet the needs of your customers and getting value in return Marketing is usually focused on one product or service Thus, a marketing plan for one product might be very different than that for another product Marketing activities include "inbound marketing," such as market research to find out, for example, what groups of potential customers exist, what their needs are, which of those needs you can meet, how you should meet them, etc Inbound marketing also includes analyzing the competition, positioning your new product or service (finding your market niche), and pricing your products and services "Outbound marketing" includes promoting a product through continued advertising, promotions, public relations and sales Medium The medium is the way to get your message across to your audience More than one medium is media Media Media are the medium to carry message and include traditionally include radio, television, newspapers, magazines, newsletters, and now include websites, electronic newsletters, etc Media (press) release A media or press release is a newsworthy announcement that is sent to your media list Message The message refers to what you are communicating and can be written, oral and can be impacted by the sender’s tone, method of organization, what is communicated, and the individual’s style of communicating Non-verbal communication Non-verbal communication is what we say with our body – includes facial expressions, eye contact, tone of voice, etc _ 91 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Noise Noise refers to noise in a message and can include interference from various sources and impacts the receiver’s attention Paraphrasing Paraphrasing is a communication tool that allows you to restate or state in your own words, what was said in order to understand what you heard Perception checking Perception checking is stating in your own words what you think another person is feeling Pitch The pitch of your voice is the point within range where voice is placed for speaking Some people have a deep voice and some have a high pitched or squeaky voice Promotion Promotion keeps the product in the minds of the customer and helps stimulate demand for the product Promotion involves ongoing advertising and publicity, such as mention in the media The ongoing activities of advertising, sales and public relations are often considered aspects of promotions Pronunciation Pronunciation refers to how you pronounce your words Public relations Public relations includes ongoing activities to ensure the organization or company has a strong public image Public relations activities include helping the public to understand the organization or company and its services or products Often, public relations are conducted through the media, that is, newspapers, television, magazines, etc As noted above, public relations is often considered as one of the primary activities included in promotions _ 92 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Publicity Publicity is mention in the media Organizations usually have little control over the message in the media, at least, not as they in advertising Regarding publicity, reporters and writers decide what will be said Public service announcement (PSA) A PSA is a brief announcement about an upcoming event that is publicized by local media at no cost Range The range of your voice refers to the musicality of your voice Sales Sales involves most or many of the following activities, including cultivating prospective buyers (or leads) in a market segment; conveying the features, advantages and benefits of a product or service to the lead; and closing the sale (or coming to agreement on pricing and services) A sales plan for one product might be very different than that for another product Sender The sender is the person who sends the message and who must be credible, must know the subject, the audience and context in which the message is delivered Target Audience A target audience is the audience your message is intended to reach Verbal communication Verbal communication is what we say and how we say it It includes the range, pitch and volume of our voice, our enunciation and pronunciation, infliction and tone of our voice _ 93 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Website A website is an internet site containing information on a government department, business, organization or individual for public viewing _ 94 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Sources: www.managementhelp.org - Basic Definitions of Advertising, Marketing, Promotion, Public Relations and Publicity, and Sales by Carter McNamara, MBA, PhD www.8020info.com - Tourism Development From a Branding Strategy Perspective www.mindtools.com/CommSkll?Communicationintro.htm http://en.wikipedia.org/wiki/Main_Page Pease, A & B (2004) The definitive book of body language New York: Random House _ 95 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development NOTES _ 96 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Communications Log This simple log will assist you to determine the percentage of time you spoke, listened or were silent Time a.m a.m 10 a.m 11 a.m 12 noon p.m p.m p.m p.m p.m 6.p.m p.m p.m p.m 10 p.m 11 p.m 12 p.m Activity % speaking % listening % time silent _ 97 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development NOTES _ 98 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development References College of the North Atlantic (2006) Interpersonal communication skills and conflict resolution St John’s, NL: College of the North Atlantic and Municipal Training and Development Corporation Communications (Interpersonal) Retrieved from: www.managementhelp.org Frank, F., & Smith, A (1999) The community development handbook A tool to build community capacity Ottawa, ON: Human Resources Development Canada Frank, F & Smith, A (1999) The Hollis, David Facilitator Tools: Retrieved from: http://www.users.waitrose.com/~dhollis/tq/facilt.htm Icebreakers Retrieved from: http://www.nwlink.com/~donclark/leader/icebreak.html O’Hair, D., Freidrich, G., Wiemann, J & Wiemann, O (1995) Competent Communication New York: St Martin’s Press Parker, Barbara J (2001) Tea you can trop a mouse on Volumes and Hubbards, NS: The Wee Society Pease, A & B (2004) The definitive book of body language New York: Random House Pincus, M (2004) Managing Difficult People Avon, MA: Adams Media Non-Verbal Communication Retrieved from: http://www.zeromillion.com/business/management/non-verbalcommunication.html Non Verbal Communication Skills Retrieved from: www.andrews.edu/~tidwell/lead689/NonVerbal.html Wood, Rick (2007) - Tourism Development From a Branding Strategy Perspective www.8020info.com _ 99 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development Why Communications Skills Are So Important Retrieved from: www.mindtools.com/CommSkll?Communicationintro.htm Strategic Communications Planning Retrieved from: https://secure.spinproject.org/downloads/StrategicCommunications.pdf Wikipedia Retrieved from: http://en.wikipedia.org/wiki/Main_Page _100 Communications Module Part - Participant Manual Government of Newfoundland and Labrador, Department of Innovation, Trade and Rural Development