Interpersonal Skills

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Interpersonal Skills

• Mr. Vivek Bindra
• Director - Global ACT
• www.vivekbindra.com
• www.globalact.org.in

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Interpersonal Skills

• Relating to one another
• Supporting and encouraging others
• Being able to give and receive constructive
  feedback
• Listening to and valuing others' opinions
• Being able to convey your point clearly
• Assisting progress towards achieving an objective

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Improving Interpersonal Skills

• Smile as often as you can
• Appreciate others
• Pay attention to others problems
• Listening actively
• Unite people
• Resolve disagreements
• Communicate clearly
• Use humour
• Learn to appreciate
• Dont complain

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Management Styles

• Turtle (Escape when you have the chance)
• This represents Avoidance.
• Shark (Winning is the only thing)
• This represents Competition.
• Fox (Giving up something in order to achieve
  results)
• This represents Compromising
• Teddy Bear (Acts for the good of the group)
• This represents Accommodating
• Owl (Finding solutions agreeable to all)
• This represents Collaborating

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Communication Process

• Communication is a two way process.
• It involves a sender and receiver.
• Effective communication gets the desired response.

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What is Communication?
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Types of Communication

• Verbal
• Non-Verbal
• Written

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Verbal Communication

• Conviction
• Confidence
• Enthusiasm

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Non- Verbal Communication

• Body language
• Eye contact
• Facial Expression
• Gesture
• Posture
• Tone
• Rate of Speech
• Accent, Diction
• Pronunciation

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Positive Non-Verbal Behavior
S - Smile O - Open Gestures F - Forward Lean T
- Tone of Voice and Touch E - Eye Contact N -
Nod
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Barriers to Communication

• Lack of Enthusiasm
• Distracting Gestures
• Lack of Focus
• Verbal Static
• Lack of Eye Contact
• Language
• Inconsistency in Information

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Styles Of Communication

• Aggressive
• Passive
• Assertive

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Aggressive
I win, you lose situation.
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Passive
It is you win, I lose situation.
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Assertive
It is a win-win situation.
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• Empathy

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What Is Empathy

• Put yourself into the customers shoes.

Seek first to understand, and then to be
understood.
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• Empathy is the skill of active listening of
  approaching an interaction with an open mind.
• Empathy is - identification with and
  understanding of anothers situation, feelings,
  and motives.

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Understanding Empathy

• There are two forms of empathy
• True/positive empathy
• Negative form of empathy
• True empathy involves
• Seeking a persons positive hope
• Shifting their focus from negative judgment

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• Listening is the act of receiving a verbal
  message from a sender and understanding what it
  means.

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• 9 time is spent in writing,
• 16 time is spent in reading,
• 30 time is spent in speaking and
• 45 is spent in listening

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Types of Listening

• Hearing
• Simple Listening
• Active Listening
• Reflective Listening

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Mental Attentiveness

• Listening to what is being said by
• Keeping an open mind
• Thinking Ahead
• Analyzing and evaluating the message
• Not interrupting
• Listening to how it is being said by
• Interpreting the persons tone of voice
• Evaluating the non-verbal cues
• Listening to what is not being said by
• Reading between the lines
• Asking the right questions

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Reflective Listening

• Reflective listening is a type of active
  listening where the listener Reflects what the
  speaker is saying by repeating or paraphrasing
  what was said and by being empathetic.

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Dos of Listening

• Ask clarifying questions
• Perception Vs Reality
• Review what was said and what wasn't said
• Respond with empathy

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Donts of Listening

• Dont compare yourself with the speaker
• Dont make assumptions
• Avoid filtering the conversation
• Avoid labelling a statement

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Keys To Effective Listening

• Resist distractions
• Focus on the interaction
• Listen for ideas
• Keep an open mind
• Hold questions till the speaker has finished
• Paraphrasing
• Understand that thought is faster than speech.

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• Thank You!