1. Sending Interpersonal Messages
Interpersonal Communication
Feedback
Listening

2. What are my message-sending habits?
For questions : 3 pts for Usually, 2 pts. for Sometimes, 1 pt. for Seldom
For questions : 3 pts for Seldom, 2 pts. for Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 26 : Strong understanding of message-sending techniques
21 to 25 : You can improve your message-sending skills
<= 20 : You have significant room for improvement

3. Skills Required to Send Messages Effectively:
Using multiple channels
Being complete & specific
Taking responsibility
Being congruent
Simplify your language

4. Skills for Developing & Maintaining Credibility
Know what you are talking about
Establish mutual trust
Share all relevant information
Be honest & reliable
Be warm & friendly
Be dynamic
Appropriate self-disclosure

5. Skills for Obtaining Feedback
Take the initiative to ask receivers for feedback
Don’t be defensive
Check your understanding by summarizing what you have heard
Check out underlying assumptions
Be sensitive to the provider’s nonverbal messages
Ask questions to clarify

6. Providing Feedback
For questions : 3 pts for Usually, 2 pts. for Sometimes, 1 pt. for Seldom
For question 3: 3 pts for Seldom, 2 pts. for Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 16 : Excellent skills at providing feedback
13 to 15 : Some deficiencies in providing feedback
<= 13 : Indicate considerable room for improvement

7. Hearing: Merely picking up sound vibrations
Listening: Making sense out what we hear.
Effective listening: Active versus passive listening

8. My Listening Habits:
For questions : 3 pts for Usually, 2 pts. for Sometimes, 1 pt. for Seldom
For questions : 3 pts for Seldom, 2 pts. for Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 27 : You're a good listener
22 to 26 : You have some listening deficiencies
< 22 : You have developed a number of bad listening habits

9. Active Listening
Empathize with speakers to understand the communication from their point of view.
Four essential requirements:
Intensity
Empathy
Acceptance
A willingness to take responsibility for completeness.

10. Types of Listening
I) Content Listening: Understand & retain the speaker’s message. No agree or disagree. Just focus on the information. II) Critical Listening: Understand & evaluate the message. Ask questions. III) Empathic Listening: Speaker’s feelings, needs & wants; Don’t judge.

11. To Listen Effectively Receiving- Physically hearing
Interpreting- Assign meaning
Remembering- Short versus long-term memory
Evaluating- Critical thinking skills
Responding- Reacting

12. Evaluation Factors Be motivated Make eye contact Show interest
Avoid distracting actions
Empathy
Take the whole picture
Ask questions
Paraphrase
Don’t interrupt
Integrate what is being said
Don’t overtalk
Confront your biases
Make smooth transitions between speaker & listener
Be natural

13. Barriers to Effective Listening
Checking your watch
Making eye contact with someone over the speaker’s shoulder
Selective listening
Listeners’ minds tend to wander
Not sharing enough language or experience with the speaker

14. Overcoming Barriers to Effective Listening
Control physical barriers
Avoid selective listening
Keep on mind
Give the speaker a chance to correct to your interpretation
Capture information
Improve short-term memory by repeating
Improve long-term memory by categorization, visualization, mnemonics

15. Reading Nonverbal Messages
I) Visual Communication
Facial expressions
Eye movements
Postures
Gestures
II) Tactile Communication
Use of touch to impart meaning
III) Vocal Communication
Changing intonation of your voice

16. Using Nonverbal Communication Effectively
Nonverbal signals match the tone & content of spoken communication
Recognizing nonverbal signals:
Facial expressions reveal the intensity of speaker’s feelings
Watch for clues from gesture & postures
Physical appearance
Be careful with physical contact, touch etc.
Pay attention to the use of time &
space

17. Communicating in Teams
Teams: Mission and responsibility => Goals
Formal teams: Organization structure
Ex/ Committees
Informal teams: Solve a problem, work on a specific activity, encourage employee participation
Effective communication- essential to every aspect of team performance

18. What is My Teamwork Style?
For questions : 3 pts for Usually, 2 pts. for Sometimes, 1 pt. for Seldom
For questions : 3 pts for Seldom, 2 pts. for Sometimes, 1 pt. for Usually
Sum up your total points. Scores:
>= 27 : You're a good team player
22 to 26 : You have some deficiencies as a team member
< 22 : You have considerable room for improvement

19. Advantages Improve productivity, creativity and employee involvement.
Core of the participative management.
Increased information & knowledge
Increased diversity of views
Increased acceptance of a solution
Higher performance levels

20. Disadvantages Unsuccessful => waste time & money Free riders Cost
Hidden agendas
Groupthink

21. Collaborative Communication
Avoid “MY WAY IS BEST!”
Right partners
Project goals
Socializing
Clarify individual responsibilities
Establish clear processes
Tools & techniques
Avoid writing as a group
Check

22. Group Dynamics
Interactions & processes taking place in a team => synergy
TEAM ROLES
Self-oriented: personal needs
Team-maintenance: working together
Task-facilitating: solve problems & make decisions

23. Team Evolution I. Orientation
II. Conflict: Constructive (involvement & creative ideas) & Destructive (morale & dividing the team)
Resolving conflict:
1) Proaction 2) Communication
3) Openness 4) Research
5) Flexibility 6) Fair play
7) Alliance

24. Team Evolution III. Brainstorming IV. Emergence- Consensus
V. Reinforcement

25. Overcoming resistance
Calm, reasonable, give & take
Express understanding
Deal directly with the resistance
Don’t repeat yourself
Hold your arguments

26. Etiquette in Team Settings
Rude to others or an embarrassment
Attention to business etiquette
In Social Settings:
Personal appearance
Plan Phone Calls as carefully as you plan meetings: 1) Listen
2) Increase volume slightly
3) Not in a monotone way
4) Speak slowly with the foreign people
5) Stay focused

27. Placing Calls Receiving calls: Be ready before you call
Minimize distractions.
Identify yourself, verify if it’s a good time.
Not too much time.
Close friendly & in a positive manner.
Receiving calls:
Be positive & How may I help you?

28. Using Voicemail Make it brief & professional
Check & return within 24 hours IF necessary
Be careful what you say.
Business is often conducted over MEALS:
Easy to eat!
Not politics, religion & emotions
Not too personal.
Never complain about work.

29. Making your meetings more productive:
Formal, informal or virtual meetings
Avoid when a memo or message would do the job.
Avoid holding a meeting without a specific goal.
Types: I) Informational (sharing information & coordinating action)
II) Decision-making (analysis, problem-solving, brainstorming)

30. Preparation for a meeting:
Identify your purpose
Select right participants
Choose the time & facility
Set the agenda
What do we need to do?
What issues will be of greatest importance?
What information must be available?

31. Leading & Participating in meetings:
Keep the meeting on track
Follow agreed-upon roles
Encourage participation
Participate actively
Close effectively: Verify that the objectives have been met.

32. Using Meeting Technologies
Virtual teams: Online brainstorming
Instant messaging (security, not lengthy and complex messages; instead )
Videoconferencing