the interpersonal aspects of communication - communicating to persuade and influencing others (key points for practicing the art of persuasion);
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MNG81001Session1LectureTopic1014.pptxMNG81001
Topic 10
Interpersonal communication
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Topic 10
Verbal communication
Non-verbal communication
Listening skills
Asking questions
Emotional intelligence
Understanding conflict
Personal communication channels
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Verbal communication
The sharing of information between individuals by using speech. Individuals working within a business need to effectively use verbal communication that employs readily understood spoken words, as well as ensuring that the enunciation, stress and tone of voice with which the words are expressed is appropriate.
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How to speak so that people want to listen | Julian Treasure
https://www.youtube.com/watch?v= eIho2S0ZahI
Julian Treasure, a sound expert demonstrates some useful vocal exercises and shares tips on how to speak with empathy, he offers his vision for a world of listening and understanding.
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Non-verbal communication
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Listening skills
Listening is the ability to accurately receive and interpret messages in the communication process.
Listening is key to all effective communication. Without the ability to listen effectively, messages are easily misunderstood. As a result, communication breaks down and the sender of the message can easily become frustrated or irritated.
If there is one communication skill you should aim to master, then listening is it.
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The listener is responsible for message reception, which is vital in the communication process. Listening requires attention, energy and skill. Many people do not listen effectively as they are often concentrating on formulating what they are going to say next rather than on what is being said to them. People’s listening efficiency is on average no better than 25 per cent. Ten keys to effective listening are as follows:
1 Listen actively.
2 Find areas of interest.
3 Resist distractions.
4 Capitalise on the fact that thought is faster than speech.
5 Be responsive.
6 Judge content, not delivery.
7 Hold one’s fire.
8 Listen for ideas.
9 Work at listening.
10 Exercise one’s mind.
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Asking questions
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Emotional intelligence
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Daniel Goleman Introduces Emotional Intelligence
https://www.youtube.com/watch?v=Y7m9eNoB3NU
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Conflict resolution
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Personal communication channels
Personal communication channels exist outside the formally authorised channels and do not adhere to the organisation’s hierarchy of authority. In most organisations, informal channels are the main way information spreads and work is accomplished. Three important types of personal communication channels are: personal communication networks, the grapevine and written communication.
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By cultivating a broad network of contacts, managers can significantly extend their influence and accomplish greater results. Building a personal communication networks requires managers to:
• build it before they need it
• keep themselves interesting
• make it win–win
• focus on diversity.
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The grapevine
The grapevine is an informal, person-to-person communication network of employees that is not officially sanctioned by the organisation. It links employees in all directions. In the gossip chain, a single individual conveys a piece of news to many other people. In a cluster chain, a few individuals each convey information to several others.
The grapevine will always exist in an organisation, but it can become a dominant force when formal channels are closed. In such cases, the information provided by the grapevine helps make sense of unclear or uncertain situations. The grapevine is surprisingly accurate and relevant to the organisation. Research has found that about 80 per cent of grapevine communications are business related, and that 70–90 per cent of the information passed through a grapevine is accurate.
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Activity
If you were asked to design a training program to help managers become better communicators, what would you include in the program?
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There are many components that should be included in such a communication training program. For example:
1 Understanding the basics of communication skills
• Know what communication really is.
• Have the courage to say what you think.
• Practice.
2 Engaging your audience
• Make eye contact.
• Use gestures.
• Don’t send mixed messages.
• Be aware of what your body is saying.
• Manifest constructive attitudes and beliefs.
• Develop effective listening skills.
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3 Using your words
• Enunciate your words.
• Pronounce your words correctly.
• Use the right words.
• Slow your speech down.
4 Using your voice
• Develop your voice.
• Animate your voice.
• Use appropriate volume.
For more information, read the following:
http://www.wikihow.com/Develop-Good-Communication-Skills
