Why are people skills important in delivering company objectivesInterpersonal Skills and

Communication

People behind Processes

Technical and behavioural competence

Technical

Plate-making

Colour management

MIS System

Accounts

Marketing

Finance

HR

Customer Service

Behavioural

Customer Focus

Communicating Openly

Working as One Team

Creating Improvements

Driving Results and Performance

Leadership

Developing Self and Others

Flexibility and Adaptability

Communication is Key

There are 3 basic types of communication:

• words (7%)• tone of voice (38%)• body language (55%)

Listening

• You• Your ears• Your eyes• Your heart• Your undivided

attention

Feedback

Giving and receiving feedback is a skill and

fundamental to effective communication

• Positive Feedback• Negative Feedback• Constructive Feedback• Destructive Feedback

Influencing

Stating Opinions

Expressin

g Feelings List

enin

g

Asking

Questions

Disclosing

Changing to suit othersPutting

self down

Avoiding

Light put

downsA

ttac

king

Ignoring

Asserting

PullPush

Aggressive –“I don’t respect you”

Passive –

“I don’t respect

me”

Questioning SkillsFrom an early age we are encouraged to give

answers but rarely taught how to phrase and ask

questions:• Closed• Open• Follow up• Take a guess• Hypothetical• Either/Or• Reflective• Find the priority

Berne-Transactional Analysis

Adair

Tuckman-Stages in Group Development

Belbin- Team Roles

Honey and Mumford - 4 Learning Styles

Personal Development

Syndicate Work-15mins

• Please discuss potential barriers to communication in business

Think outside the box!