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It is the process by which people exchange information,
feelings, and meanings through verbal and nonverbal messages. It is an immediate communication, mostly face to face. Its not just about what is actually said, but also how it is said and the non-verbal messages sent through tone of voice, facial expressions, gestures and body language. It evokes a strong feedback component.
I-Interpersonal Communication is inescapable
• You can’t not communicate. • Even if you are not saying anything, your gestures, posture,
facial expressions etc. communicate your feelings.
• Through these channels one constantly communicates with
and receives communication from others.
• People judge you by your behavior, not by your intent.
II-Interpersonal Communication is irreversible
• Once said, you can’t take it back.
• Always carefully weigh your words before saying anything.
III-Interpersonal Communication is complicated
• No communication is simple because of so many variables
• There are at least 6 ‘people’ involved in a communication.
• Different people perceive the same message differently.
IV-Interpersonal Communication is contextual i.e., it doesn’t happen in isolation
• Psychological context, which is who you are and what you
bring to the interaction.
• Relational context, which concerns your reactions to the other
person - the "mix.“
• Situational context, deals with the psycho-social "where" you
• Environmental context, deals with the physical "where" you
context, the learned behaviors/rules affecting interaction in different cultural setups.
ENHANCED FORMAL TELEPHONIC SKILLS
• Ideally each call made/received should be answered with a standard greeting. For example: “Good morning, LBSIM,Rohit Gupta, speaking” • This will ensure that the caller knows he is through to the correct department, and that he has the name of the person he is speaking to. • Alternatively, this will brief the listener about the caller and his place of calling. Further he might get an idea of purpose of the call if he is contacted frequently by the caller.
Tone of voice –
hostile, hates job, wants to be anywhere
FLAT & INDIFFERENT RECIEVER-
bored, lack of interest in job, not interested in caller or conversation. interested in the conversation, likes job, has something to offer. interested in caller, wants to help.
Precise word content - Keep jargon to a minimum in order
to avoid confusing customers.
Use of technical words could intimidate the caller/ reciever
who may have a lower level of expertise in a particular area.
Speak at a rate that can be understood in the apt way.
A slower rate of speech may indicate confusion or fatigue
A faster rate of speech might indicate anger or impatience
Pay attention Assess the caller level of expertise.It’s very valuable to know if
they are novices or experts.
Echo important points
Get complete information
Use a pad
Record date and time
Identify the Department and yourself immediately. Transfer calls only when you have to
try to resolve the callers problem yourself whenever possible. If you must transfer
the call ensure you explain why!
Answer the Call promptly (within three rings)
Spell names accurately
Don’t be afraid to ask how names are spelt - people will be flattered .
What does the caller want?
a return call? The caller will call back?
Take responsibility - follow through
What callers like!
What Receivers like!
Apt timings of the call.
Crisp and simple Purpose
promptly Friendliness & Courtesy Responsiveness Personalized treatment
of the call. Complete Information Follow-up
AN IMPORTANT ASPECT OF PERSONALITY
Face to Face communication? How old fashioned? And How necessary? communication? After all most businesses seem to do 99% of communication by telephone, teleconferencing, videoconferencing & emails.
• In this computerized age, why should we improve our in person
• But this perception is not entirely true.
A recent study shows that managers do 500 separate interactions
with colleagues, subordinates, superiors and clients during a single working day. relating to communication failures.
Many firings occur because of interpersonal difficulties, most often
Face to face communication
exchanging of information, thoughts and feelings when the
participants are in the same physical space. Occurs in formal meetings, coffee room chit chat, hallway encounters, one-on-one coaching, annual evaluations, job interviews and more.
Face to face communication is very effective in the
situations involving high levels of the following elements:
impossible to cool down the situation long distance.
Conflict: When people are extremely upset, it is often
Emotion: Employees in great emotional distress respond
more positively to in person contact than to electronically transmitted messages.
Priority: The situation involves the rollout of a product
essential to the success of the company & the team- which needs to get together in the same room.
Title: Sometimes, for political reasons, it is wise to concede
to the request of a high level person to get together.
Money: If a large internal or external client makes a
request, face to face communication is the kind most likely to retain or expand the account.
Listen to what others around you are saying. Ask questions if you do not know something. It demonstrates that you
have a desire to grow and develop.
Formulate answers before you speak. Do not just talk for the sake of
speaking, always have a substantive contribution to any discussion.
Look for Non verbal clues: Eye contact, facial expressions, body
movements, space, time, distance, appearance
Mouth and Lips
Trembling lips – unhappy
Biting a lip – pensive Compressed lips – anger, sadness or annoyance Pouting lips – sadness or uncertainty
Smiling, parted lips – happiness
Mouth gaping open - surprise and astonishment. Mouth Sneering - displeasure or disgust.
Lowered brows correspond to an assertive, dominant,
angry, annoyance, or threatening emotion
brows correspond to submissive behavior, indicating openness, emotions of fear or surprise.
Upwards – thinking
Looking up and to the left - recalling a memory, some
experience or an event that has happened Looking up and to the right - imagination and creativity Looking down - submission, guilt, or shame Squinting or narrowing one’s eyes - suspicious, uncertainty, tiredness (brightness of sun) Increased rate of blinking – lying, stress, surprised Winking – it is deliberate… generally means “GOT IT”
Looking Upwards -Thinking
Advantages It is personal
Disadvantages No documentary evidence
behind the message is well displayed.
Immediate feedback Personal Less
touch in appreciations and critics
time to answer question
Not suitable for urgent
Good communication skills are an important aspect of good
are just as important as face-to-face communication skills.
Good speaking and listening skills of a professional give
customers a more positive image of the service and organization as a whole.