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Communication Applications Chapter 8 Developing Effective Interpersonal Skills Communicating Interpersonally Section 1 Objectives 1. Describe strategies for participation appropriately in conversations. 2. Devise clear and appropriate requests. 3. Describe strategies for giving clear and accurate directions. 4. Recognize the importance of appropriate and purposeful questions. 5. Respond appropriately to the requests, directions, and questions of others. Becoming an Effective Conversationalist Initiating Conversations Begin with small talk – breaks the ice and sets the tone for the communication. Small talk topics – usually does not involve strong opinions, feelings, or great detail Guidelines Check nonverbal signals both the sender and receiver Take the lead -introduce yourself, give a complement Ask open-ended questions -more than “yes” or “no” Stick to safe topics – school, work, hobbies, interests Don’t rush or skip the small talk. –don’t interrupt Effective Conversationalist Maintaining Conversations Chose only appropriate topics –what is your purpose and context of you communication? Ask effective questions –ask them about themselves Use tack and courtesy – know what to say or not say Demonstrate confidence and assertiveness –use a clear and direct manner Demonstrate immediacy –are you approachable? Practice ethical communication – priorities and values Balance speaking and listening –both people cannot talk at the same time, each must listen too. Listening in Conversations Listen to what is said. Listen empathetically. Pay attention to how they are expressing their feelings. Listen to what is left unsaid. What does the speaker like? What is the speaker leaving out of the verbal message? What are they saying nonverbally? Listen before you speak. Don’t make assumptions. Requests, Directions, and Questions Making Clear and Appropriate Requests Requests for information – “If you ask the wrong question, you’ll get the wrong answer.” Requests to Persuade – Because you are asking someone to do something, persuasive requests can be tricky. Explain the problem and give a solution at the same time if you can. Giving Clear and Accurate Directions Organize the steps – Put the steps in order Avoid Assumptions – Don’t assume they know exactly what you meant. Use Details – Use details and general language. Appropriate Questions and Responses Effective Questioning Strategies Rephrase the message Ask for clarification If you don’t know what a word means, ask. Ask for more details Repeat it in your own words. Ask specific questions for specific details. Confirm through examples Verify understanding by giving examples. Responding to Requests, Questions, and Directions Stay objective. Focus on the message. Assess the situation. Use problem-solving style. State consequences. Don’s ask inappropriate questions and answer appropriately. Redirect when you don’t know an answer. Listen without judgment. Don’t assume you know the answer. Listen for steps or main points. Paraphrase. Repeat it in your own words. Ask the speaker to explain. If you are unsure, ask. Applying Professional Etiquette and Protocol Section 2 Objectives 1. Explain professional etiquette and protocol for making introductions. 2. Describe professional etiquette and protocol for using the telephone. 3. Compare and contrast professional etiquette for offering and receiving criticism. 4. Analyze and evaluate the effectiveness of yor own and other’s communication 5. Identify and use appropriate strategies for dealing with differences, including differences in culture, gender, ethnicity, and age. Professional Etiquette and Protocol Etiquette – an established code of behavior or courtesy. Protocol – a code of etiquette that is written and prescribed by an organization. Making Introductions Your boss to a client. Your boss to a new co-worker. Respect is shown to your boss. Your friend to your boss or a co-worker. Respect is shown to the client. At work – boss or co-worker. Outside – equal respect. Anyone and a guest of honor. Respect is shown to the one who holds the most power or authority. Using the Telephone Speak Clearly and Distinctly – make a positive, not negative impression. Identify yourself and your employer – let them know who they reached. Be a responsible listener – know how to handle each caller efficiently. Develop a plan when making phone calls. If the person is available – know what you are going to say. If the person is not available – give a summery to the person who answered. Prepare to receive phone calls – have pen and paper, get the caller’s name, phone number and purpose of the call. Documenting the call – keep a documentation of the call. Answering the phone for someone else – if asked to screen calls, do so with tack and courtesy. Dealing with hostile telephone calls. Remain calm, listen empathetically, keep your responses objective, acknowledge the caller’s anger, and let them know you want to help. Giving Criticism Describe the Facts – descriptive communication is talk that paints a picture of the facts of a situation. Use positive language. Evaluate the Behavior – evaluative communication is talk that tells how you interpret a behavior and how you feel about a situation. Request Change – be specific in what you want to see changed. State the Consequences – tell the person what will or may happen as a result of their behavior. Receiving Criticism Ask for a description of the facts – find out what it is exactly that you are doing wrong. Paraphrase the criticism – state the person’s criticism in you own words. If possible, agree with the critic’s assessment – don’t give excuses, tell them how you are going to change the behavior. Listen for the desired change – find the solution. Stay focused on the positive consequences of change – what good can come of it? Appropriate Strategies for Dealing with Differences Culture – be open to new ideas, avoid rushing to judgment, and see diversity as opportunity. Ethnicity – don’t base even a part of a person’s ethnicity on their physical appearance. Gender – use the correct communication strategies for the appropriate context. Age – do not stereotype according to age.