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Session 1.4:
Interpersonal Communication
Module 1:
Leadership and Team Building
Leadership and Management Course
for ZHRC Coordinators, HTI Principals,
and ZHRC/HTI Management Teams
Learning Objectives
By the end of the session, participants will be able to:
 Define interpersonal communication.
 Describe the importance of communication in
leadership.
 List at least three styles of communication.
 Identify and practice at least two strategies to
improve listening.
 Describe communication barriers.
 Identify strategies for preventing and overcoming
communication barriers.
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Activity: Build A Story
 One person begins the story with 1 sentence.
• Once upon a time, ________
 The next person adds 1 more sentence to the
story, and so on.
 Continue until the story ends!
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Communication is…
 Communication is the process of exchanging:
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Information
Thoughts
Feelings
Ideas
Instructions
Knowledge
Importance of Communication
 Communication is necessary to:
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Share knowledge and experiences
Build relationships
Motivate
Inform
Teach
Persuade
Entertain
Inspire
Give or receive instructions, directions, etc.
Verbal & Non-Verbal Communication
Verbal (7-11%)
 Spoken words
Non-Verbal (89-93%)
 Gestures
• Smiling, nodding,
leaning forward, etc.
 Body position
• How we stand or sit
Non-verbal
 Facial expression
 Silence
 Eye contact
Components of Communication
 Sender: the person who delivers the information
 Receiver: the person who takes in the
information
 Message: the information, ideas, or feelings
being shared
 Channel: the media or means through which the
information is being sent
 Feedback: the response from the receiver
indicating that the message has been received
Communication Flow/Process
 A sender creates a message for the receiver
 The sender uses a channel to relay the message
 The receiver and the sender use feedback to:
• Ask for more information, get answers, find out
whether the message is understood, etc.
Channel
Sender
Message
Feedback
Channel
Receiver
Channels of Communication
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Speaking
Writing
Drawing/pictures
Body language
Sign language
Telephone
Media (television,
newspapers, radios, etc.)
Why is communication
important for leadership?
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Leadership & Communication
 Good leaders are excellent communicators.
 Good communication:
• Facilitates information exchange, within and
outside the organization
• Conveys meaning and inspiration
• Prepares teams to face
challenges
• Aligns expectations
• Resolves conflicts
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What are key communication
skills that leaders practice?
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Effective Communication Skills Can....
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Present clear and compelling points of view
Relate positively
Create messages that inspire others
Convey hope
Select appropriate channels
Consider culture
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Results of your Communication Style
Assessment
Visual
Auditory
Kinesthetic
Learning & Communication Styles
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Visual Learners
 Learn best by seeing things.
 “Show me!”
 “Watch how I do it!”
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Visual Columns
Communication Style Assessment
Answer Sheet
V
V
Circle all statements
that describe you
Circle one
from each pair
Circle one item
in each triad
Col
1
Col
2
Col
3
Col
4
Col
5
Col
6
Col
7
Col
8
1
2
3
28
29
42
43
44
4
5
6
30
31
45
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Visual Examples
Facial Expressions
Colored Text
Pictures & Photos
Graphs & Charts
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Auditory Learners
 Learn best by hearing things.
 “Tell me!”
 “Listen to me explain!”
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Auditory Columns
Communication Style Assessment
Answer Sheet
A
A
Circle all statements
that describe you
Circle one
from each pair
Circle one item
in each triad
Col
1
Col
2
Col
3
Col
4
Col
5
Col
6
Col
7
Col
8
1
2
3
28
29
42
43
44
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5
6
30
31
45
46
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Auditory Examples
Using the phone
instead of email
or letter
Music
Reading
out loud
Talking
through an
issue
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Kinesthetic Learners
 Learn by doing.
 “Let me try.”
 “Now, you try doing it!”
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Kinesthetic Columns
Communication Style Assessment
Answer Sheet
K
K
Circle all statements
that describe you
Circle one
from each pair
Circle one item
in each triad
Col
1
Col
2
Col
3
Col
4
Col
5
Col
6
Col
7
Col
8
1
2
3
28
29
42
43
44
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5
6
30
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Kinesthetic Examples
Learning a
skill by using
your hands
Pacing
Prefer a
demonstration
Reacting to
“gut feelings”
in decisionmaking
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Solo-Tasking & Multi-Tasking
Communication Style Assessment
Answer Sheet
S
Circle all statements
that describe you
M
Circle one
from each pair
Circle one item
in each triad
Col
1
Col
2
Col
3
Col
4
Col
5
Col
6
Col
7
Col
8
1
2
3
28
29
42
43
44
4
5
6
30
31
45
46
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Why are these modes important?
 To learn and to lead best, we must
understand our preferred mode(s) of
giving and receiving information.
 Most people learn in multiple modes.
Mix it up!
 To be understood, tailor speech and
hearing to the mode of the listener.
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Why is listening important?
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Listening & Leadership
 Listening is a critical leadership skill. It:
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Improves morale
Builds respect and trust
Fosters collaboration and learning
Helps to prevent and resolve conflict
Activity: Listening Self-Assessment
 Complete the Listening Self-Assessment.
 Do you consistently practice good listening
habits?
 How could you improve your listening habits?
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Activity: The Art of Listening
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Becoming an Effective Listener
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Stop talking
Don’t interrupt
Ask questions
Stay constructive
Look, act, and be interested
Seek first to understand, then be understood
Be sensitive to the speaker’s feelings, and try to
appreciate their point of view
 Stop talking
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Strengthening Communication
 Simple changes in communication can clarify
expectations, lift morale, and help people deal
with difficult situations.
 We can strengthen communication by:
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Balancing advocacy and inquiry
Hearing what others say
Responding constructively
Using proactive language
Barriers to Effective Communication
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Talking too much
Not listening
Not paying attention
Expressing criticism,
judgment
Showing anger
Getting upset
Not accepting
feedback
Interrupting
 Using inappropriate
channel
 Arguing
 Lack of knowledge
 Poor non-verbal signs
 Distracting
environment
 Using mobile phone
(answering call, SMS)
 Lack of privacy
Activity: Barriers to Communication
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Read about the barrier assigned to your group.
Discuss how this barrier relates to our work.
Identify several examples of this barrier.
Suggest possible solutions to overcome this
barrier.
 Be prepared to share a brief, 2-minute
presentation.
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Hear What Others Say: Buzz in Pairs
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Listen carefully
Remove barriers to communication
Identify assumptions
Seek to understand diverse viewpoints
End conflict before it spreads
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Respond Constructively
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Give specific feedback
Balance the negative with the positive
Use proactive language
Convert complaints into requests
Be genuine
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Be Proactive, Not Reactive
Reactive
Proactive
 Making decisions
on impulse, in
response to
external stimuli
 Making decisions
based on values;
thinking before you
act
Activity: Using Proactive Language
 Work in small groups to turn a reactive
statement into a proactive statement.
 For example:
• Reactive: “There’s nothing we can do.”
• Proactive: “Let’s look at what we can do…”
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Activity: Improving Communication Skills
 Reflect on what you have learned during this
session.
 What communication skills can you improve?
 Write 1-2 things that you will work to improve.
Be specific!
Key Points
 Communication includes verbal and non-verbal
components. Both are important.
 Effective communication skills are essential for
good leadership and management.
 To communicate well, you should engage different
communication styles (visual, auditory, kinesthetic).
 Listening helps to improve morale, build trust,
foster collaboration, and prevent/resolve conflict.
 We can strengthen communication by removing
barriers, listening well, being constructive, and
being proactive.