interpersonal communication revised notes

8/4/2019 Interpersonal Communication Revised Notes

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Interpersonal

Communication


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Social and ProfessionalInterpersonal Situations

Making introductions

Making apologies

Giving directions

Making requests

Asking and answering questions

Speaking on the phone

Offering and receiving criticism

Dealing with differences


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Making introductions

Things to Include:Names (Say loudly and clearly)Titles (Professor of)

Relevance (Why the person is present)

Example:Kelly, Id like to introduce Danita

Powell. Danita is the assistantdirector of human resources. Weveinvited her to help us make somepersonnel planning decisions. Danita,this is Kelly Francis. Kelly is ourservice director. She will come intoour meeting later this morning with a

list of her needs for new employees.


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If you are being introduced

Follow these suggestions:

Listen carefully (for persons name, title and reason for being there)

Make a name note (tie the persons name with something familiar)

Make eye contact (its courteous and begins a good relationship)

Shake hands (Make sure it is firm, but friendly)

Smile (it is evidence that you are sincere)

Speak (Hello, Im pleased to meet you.)


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Making apologies

Some suggestions to remember

Name it and claim it (be specific and say what you did that was wrong)

Offer an explanation (state why the mistake was made)

Offer to make it right (if it is correctable, correct the mistake)

Keep it brief (respect the other persons time and get to the point)

Be sincere! (mean it!)Example:

Bob Maya, Id like to talk about what

happened last week before our breakfast.Im very sorry that I referred to you andDiane as the office chicks. It was athoughtless comment. Please accept myapology. I promise to be more sensitive inthe future.

Maya I appreciate that you took the timeto talk to me about that, and I appreciateour a olo .


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Giving directions

Tips to Remember:

Begin by communicating the goal (To get to Randall Consulting)

Know where you are starting (Start at Main Street and)

Break the directions down into steps (First, second, third)

Check for understanding (be aware of nonverbal signs of confusion)Dont talk down (dont treat anyone as inferior)

Be patient ()


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Making requests

Understand Your Purpose & Analyze the Situation and Audience:

Determine who to ask (who has the power, time, info, etc.)

Determine an appropriate level of assertiveness(as a question? or a command!) Be TACTFUL!

Determine an appropriate level of specificity

(Should you be very general or specific in yourrequest?)

Determine the best situation (when is the besttime, place, etc. to ask?)

Determine a deadline (create a fair timeline tohave the request met.)


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Asking questions

This too, requires skill. Remember these:

Assertiveness (dont be afraid to ask questions, be confident)

Tact (think carefully about who you are asking and where dont embarrass the person)

Courtesy (wait for appropriate timing dont butt into a conversation)

Specificity (your question should contain enough info that the person understands whatyou are asking.)

Relevance (make sure the question is relevant to the person and situation)

Sincerity (the person you are asking should feel their answer is important to you)

Example:Donna, Im working on the schedule for next weeks meeting. Would you please tellme how long Mr. Talcott takes to make his section of the new employeepresentation?

courtesy please

specificity Donna knows precisely WHAT the questioner needs to know.relevance Donna know precisely WHY the questioner needs to know.


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Answering questions

Knowing how to ask a good question will provide you with a good answer:

Tact (show respect for the person asking the question)

Courtesy (you may want to thank the person for asking the question)

Specificity (be specific, give a useful answer)

Relevance (be sure your answer relates to the question asked)


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Telephone Etiquette

Answering: answer promptly; beforepicking up the receiver, stop otherconversation or activity that can be

heard by the other party; speakclearly and distinctly in a pleasanttone; if taking a message- get name &number, write down day & time, giveto person promptly

Calling: Think about time of day; giveyour name; enunciate words; usepleasant voice


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Offering & Receiving Criticism

Criticism vs. constructivecriticism

Giving criticism: attackissue, not person; be tactful

Receiving criticism: watchdefensiveness; consider it;be tactful in response; takeit in stride!


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Dealing with Differences

-Gender-Ethnicity

-Age

Dont avoid

communication simplybecause ofdifferences

Treat people as

PEOPLE first!

interpersonal communication revised notes

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