1. Community Capacity Building Program Interpersonal Communications

2. Agenda Icebreaker Welcome and Overview Communication Process Types of Communication Verbal Non-verbal Listening Factors Influencing Communication Parking Lot Discussion/Evaluation

3. Interpersonal Communications Skills Exercise 1 Pair participants with someone they don’t know, if possible Take five minutes to interview each other to learn enough to introduce your partner to the group Each person introduces their partner to the group

4. Interpersonal Communication Skills What is communication? A process in which a person, through language,signs and symbols, conveys a message to another person Comprised of Sender Message Channel Receiver Feedback Barriers

5. Interpersonal Communication Skills Sender Language and how you use it Credibility Knowledge of content, audience and context Experience, attitudes and values Message Written – words, sentences, paragraphs Oral – use of voice – tone and pitch Non-verbal – gestures, facial expressions, eye contact, environment (office set up)

6. Interpersonal Communication Skills Channel Verbal – face to face meetings, telephone, video Written – reports, letters Receiver Abilities Attitudes Experience Feedback Receiver responds in some way Sender can evaluate effectiveness of message

7. Interpersonal Communication Skills Barriers Inappropriate medium or channel Incorrect grammar, inflammatory words, words that conflict with body language Technical jargon Noise Can occur at any stage Can be interference from various sources – radio, chatter, etc.

8. Interpersonal Communication Skills - Exercise 2 Discuss barriers to communication process Brainstorm and discuss some barriers in your workplace or volunteer group

9. Interpersonal Communication Skills - Exercise 3 Identify strategies to deal with common communication problems

10. Types of Communication Verbal Non-verbal Listening

11. Types of Communication - Exercise 4 How we communicate Role Play

12. How we communicate Verbal – 7% Quality and tone of voice – 38% Visual (non-verbal) – 55%

13. Verbal Communication Speech Range Pitch Volume Enunciation Pronunciation Infliction Tone

14. Non-verbal communication Body language Written communication

15. Non-verbal communication Appearance/Image Environment

16. Interpreting Non-verbal Behaviour Exercise 5 Discover what you know about non- verbal language Think about some non-verbal behaviours that have not been discussed

17. Listening - Exercise 6 Complete the listening skills exercise Rate your listening skills

18. Types of Listening Pseudo Listen to meet some other need Make people think you are interested Keep alert to see if you are being rejected Get some time before your next comment Pretend to be listening to be polite Natural to be pseudo listening some times

19. Types of Listening Active Listen without barriers (time, emotional) Listen to the entire message by focusing on verbal and non-verbal message Listen using your non-verbal communication skills Listen to the person without interrupting, judging or arguing Clarify and ask questions or paraphrase

20. Improving Listening through Feedback Paraphrasing Perception checking Describing behaviour Making “I” statements

21. Paraphrasing Tests your understanding of communicator’s message Allows communicator to clarify a misunderstanding Provides climate where communicator can feel understood Provides communicator with sense that what they are saying is important

22. Perception Checking Describe other's feelings or behavior Indicates to person that you want to understand their feelings State interpretation of behavior Ask if interpretations are accurate

23. Describing Behaviour State what has been observed Does not judge behaviour Use it to indicate negative behaviour Provides non-threatening opening to further communication

24. Making “I” Statements Use when you want to explain your feelings Use to reduce level of tension in conflict situation

25. Making “I” Statements How to make an I statement When (description of behaviour, not person), I feel (description of the feeling, Because (tangible or real effect) or how about if (suggestion for change) pushes speaker to define what disturbs him/her

26. Paraphrasing - Exercise 7 Discuss some ways to provide feedback through paraphrasing Discuss the exercises in manual

27. Giving and Receiving Feedback Exercise 8 Assign groups Write your responses Share responses with group Select one response to share with large group

28. Ways We Communicate Public Speaking - Exercise 9 Discuss public speaking fears Discuss some strategies to improve public speaking fears

29. Ways We Communicate Speeches Presentations Correspondence/office communication Telephone Voice mail Email Websites Blogs Others?

30. Email Practices - Exercise 10 Discuss advantages and disadvantages of email

31. Factors Influencing Effective Communication Special needs/accessibility Environment/setting Literacy skills Cultural factors Email etiquette Tone Respect and appropriateness Gender neutrality Jargon Others

32. Communication Blockers Responses that can block effective communication Evaluation response Advise giving response Topping response Diagnosing, psychoanalytic response Prying-questioning response

33. STRATEGY & PLANNINGRELATIONSHIP BUILDING ORGANIZATIONAL SKILLS & MANAGEMENT CO-OPERATIVE DEVELOPMENT Strategic PlanningCommunity Development Organizational GovernanceBasics of a Co-operative Proposal WritingPublic ParticipationBoard OrientationCo-operatives and the Community Development Process I Project ManagementAlternative Dispute Resolution Meeting ManagementCo-operative and the Community Development Process II Opportunity Identification Group DynamicsLeadership and Motivation Opportunity Management Interpersonal Communications Communications Planning Legal Issues

34. Review objectives Review any additional expectations Review Parking Lot Point out Certificates of Participation Complete evaluation Thank you! Conclusion and Evaluation Community Capacity Building Program www.intrd.gov.nl.ca/intrd/regionaldev/capacitybuilding.html