1. Interpersonal Communication
Establish good rapport & develop relationships

2. You establish rapport and credibility by
Showing respect for others
offering good information to co-workers
taking an impartial look at others' criticisms of you or your work.

3. Developing Relationships
seeking out and spending time with co-workers
taking an interest in your peers
offering your co-workers something for nothing.

4. Dignity and Respect in the Workplace
You treat your co-workers with dignity and respect by:
dealing effectively with conflict
being truthful
avoiding negative language and negative nonverbal behavior.

5. Resolving Conflict
discussing the conflict in terms of what's happening rather than who's causing it
accepting the other's behavior as relatively insignificant
telling your co-worker that you're willing to do things his way
delaying your response to defuse the conflict.

6. Being truthful Truth based on fact instead of on the opinions
Avoid selectively withholding information
when you don't know something, admit it

7. Avoiding negativity
refrain from acting in a hostile manner or raising your voice
avoid labeling people
avoid discriminatory behavior or comments
avoid gossiping about your co-workers.

8. Becoming a Desired Resource
giving more than you get
helping people develop themselves
adding a personal touch.

9. Listening Effectively
Benefits of effective listening:
Leads to helpful positive attitudes, good will
To improve communication skills
prevent mistakes that make it necessary to redo work
Obtain useful information & facilitate problem solving
improve your relationships with clients and coworkers, create understanding

10. Overcoming listening barriers
Distractions
Prejudice against the speaker
Pre mature evaluation
Speed gap
Semantic stereotypes
Delivery

11. Active listening techniques
Give the speaker your full attention
Demonstrate your attention
Use the speed gap
Provide feedback

12. Feedback in Active Listening
Main types of feedback strategies:
paraphrasing what the speaker has said
asking closed-ended questions
asking open-ended questions

13. How to Influence People
Support Ideas with Data
Say it Straight, but polite
Develop an Informal Channel
Build a Consensus – state benefits
Be committed

14. Handle Difficult Situations With Grace and Poise
Create the expectation that change is a given.
Understand their anxiety.
Identify and listen to the concerns.
Acknowledge stresses.
Incorporate these concerns.

15. Communicate Decisions Honestly and Openly
Speak with conviction.
Use direct eye contact.
Be aware of gestures.
Maintain appropriate personal space.
Persuade Your Team This Is the Best Course of Action
Learn From Past Mistakes
Maintain Credibility

16. Strategies for Facing Hostile Reactions
Use hard and soft data as needed.
Anticipate and overcome any opposition.
Be prepared for unexpected objections.
Consider timing.
Focus on them, not you.
Consider their perspective.
Involve your listeners.