INTERPERSONAL
COMMUNICATION
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The transfer of information from one
person to another, both verbally and nonverbally.
75% of our waking hours are spent
communicating.
ACTIONS SPEAK LOUDER
THAN WORDS…
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Of a message, 7% of it is verbally
communicated…
…and 93% is nonverbally communicated.
NOT OPPOSITES…
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Verbal and nonverbal communication are
intricately interwoven.
If nonverbal cues do not match the tone and
implication of the spoken word, the flow of
communication is hindered.
The receiver of the message tends to base the
intention of the sender on the nonverbal cues he
receives.
In effect, a miscommunication from the sender
results in a misinterpretation of the receiver.
VERBAL COMMUNICATION
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Verbal communication is organized by
language.
Therefore, follow the Do’s and Don’ts of
sending messages
Prescription for clear reception of messages
DO’S AND DON’TS OF
SENDING MESSAGES…
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Do speak clearly and slowly.
Do maintain eye contact.
Do pay attention to tone, tempo, and pitch
to ensure you are conveying the correct
message.
Do try to leave out extra emotions.
…..cont
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Don’t use meaningless words or expressions
intermittently that distorts your message.
Don’t use phrases that lessen a person’s verbal
image such as “you know what I mean” or “sort
of.”
Don’t use harsh phrases such as “you don’t
understand” or “you’re wrong” which downplay
the intellectual capability of the listener.
Effective Reception…
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The key to effective reception of messages
is effective listening.
Listening is a skill that can be learned to
enhance clarity in message exchange.
We spend 50% more time listening than we
do talking.
Better listening skills develop better
speaking skills because of awareness.
INEFFECTIVE LISTENING…
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Without listening to details and context,
important information can be left out.
Conflicts then arise.
Overlooked information inhibits solutions
and results in lost business time and
revenue.
Personal relationships will deteriorate.
HOW TO LISTEN
EFFECTIVELY…
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Eye contact is a number one priority for focus.
It lets the other person know you are paying
attention.
Beneficial Listening: This means nodding or
interjecting phrases such as “right” allows the
speaker to know you are following his train of
thought.
Try not to translate what is being said into what
you want to hear: self-fulfilling prophecy.
Pay attention to nonverbal cues.
REAL COMMUNICATION…
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Real communication occurs when we listen with
understanding from the other person’s point of
view.
Test yourself with a series of questions such as
“what did I learn from the other person?” or
“who did more talking and listening?”
Evaluate your answers and decide how to
improve your communication next time.
NOT FOR EVERYONE……
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Effective listening is not for everyone.
To deal with the non-effective listener,
clarify what you want to say prior to
speaking.
If your ideas are clear, the listener is more
likely to be receptive.
Before meeting, give the to-be-listener an
idea of what you want to discuss.
NONVERBAL
COMMUNICATION
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Nonverbal communication is organized by body
language, the oldest language.
Education teaches us to prefer using words, so we
tend to overlook the impact of nonverbal cues.
Body language involves holding or moving your
body to give or receive information.
Words can be manipulated, but gestures are
harder to control.
When in doubt, trust the nonverbal message.
…cont
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Nonverbal communication includes facial
expressions, eye contact, tone of voice,
body posture and motions, and even
silence.
Of the 93% of nonverbal communication…
55% is through facial expressions…
…and 38% is through vocal tones.
EVOLVED BODY LANGUAGE
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Two types of body language evolved from
evolution:
1. Open body language: open hands and unfold
arms to show you mean the other person no harm.
In the past, it was used to show there were no
weapons being concealed.
2. Closed body language: we are physically
showing we are hiding something or are not open
to what the other person is saying.
Open body language is preferable to cooperation,
negotiation, and open-mindedness.
FACIAL EXPRESSIONS…
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Facial expressions continually change
throughout conversation and are monitored
constantly by the recipient.
They are primarily used to communicate
emotions.
Evidence proves there are similarities
across cultures.
COMMUNICATION
THROUGH EYES…
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Nonverbal communication is always revealed through the eyes.
Normal eye contact means communication is open.
Looking down indicates rejection.
Avoiding eye contact suggests that the person is not comfortable with
the conversation’s topic or the other person.
Stares can indicate dislike.
A person may be sincere if the eyes move upward when discussing
stories about the past, for eyes move upward to retrieve information.
However, if the eyes move side to side when recalling information,
the person is likely to be lying.
COMMUNICATION
THROUGH TOUCH…
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Creates a more direct message.
Used improperly, it creates barriers of mistrust.
Touch conveys the emotional impact of the
message as well as context.
In conjunction, personal space is a nonverbal tool.
The higher your position, the more and better
space you will have and the easier it will be to
invade the territory of a lower-status person.
YEAH OR NAY…
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Nonverbal communication indicates whether one
approves or rejects the message.
If the speaker shifts positions, and the listener
shifts to match the speaker’s position, he is
silently signaling approval.
In contrast, rejection positions include folded
arms, crossed legs, or body turned away from the
speaker.
SILENCE SPEAKS…
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Silence can have a positive or negative
impact on the communication process.
It can provide a peaceful situation by
signaling agreement or create tension and
uneasiness.