Interpersonal Skills

Y EAR 1 1 ATA R H EALT H S TU DI ES

Areas we will cover
• Skills required to work effectively with individuals and groups
• Conflict resolution
• Negotiation
• Mediation
• Leadership
Interpersonal Skills
• Definition: the ability to communicate or interact well with other
people.

• When working in with individuals or groups, interpersonal skills are

one of the most important factors to consider.
• How each person communicates, the attitude of each person as they
interact and the goals of each person will all influence how effectively
they can work together.
Skills required to work effectively
• Conflict Resolution
• Negotiation
• Mediation
• Leadership
Conflict Resolution
• Effective conflict resolution can make the world of difference to
everyone involved.
• People will benefit by:
• Increased awareness of each other
• Increased group cohesion
• Strong mutual respect
• Improved self-awareness
Conflict Resolution
• Effective conflict resolution involves skills such as:
• Empathy
• Managing emotions
• Assertiveness
• Mediation
• Negotiation

• All of these will reduce tension and stress.

 • Identify the source of conflict
• What is the problem?
One
• Look beyond the incident
• What emotions exist that are contributing to this
conflict?
Steps in Two

Conflict • Brainstorm solutions

• What possible courses of action are there?
Three
Resolution
• Choose a solution that solves the conflict for both
of you
Four
• Plan for the future
• How can you stop this conflict coming back in the
Five future?
Mediation
• Role of the mediator is to facilitate communication between two
parties with conflicting interests
• Assists parties to focus on the real issues of the dispute and generate
options that meet interests of both parties.

• E.g. Your Year Coordinator?!?!

Mediation
• Mediation is different to arbitration…
• An intermediary listens to the arguments of both sides and makes a
decision for them
• A mediator assists parties to develop a solution themselves
• A mediator cannot force an outcome so the role of a good mediator is
to create a more productive discussion than the parties could have
had by themselves.
The Mediator Should:
• Meet with and listen to all parties involved in the conflict
• Consult all parties for their ideas to resolve the conflict
• Propose ideas and solutions to each party in oder to facilitate the
resolution of the conflict.
Skills for Effective Mediation
• Mediator to remain
positive and set the tone
for discussion to be held
in professional and • Changing topic allows
appropriate manner.
1. Maintain a
Positive Attitude
2. Refocus the
Negative • Groups that are
enemies are more
likely to join against
a common enemy
mediator to refocus the
(third party) that
negative emotions into
will benefit if
neutral or positive.
conflict is not
Agreement more likely to
resolved.
occur here.
Create a
common enemy
Activity 1 – Group Mediation
• Complete Activity 1 in the workbook

• Organ Donor example

• Will’s example
• Car example
Negotiation
• When people have restored their relationship following a conflict,
using forgiveness and shared understanding, they may have matters
that still need to be sorted out.
• These issues should not be ignored as negotiation can be used to
come to an agreement in a safe, cooperative way.
• Negotiation should be a positive experience as agreements can be
made and a plan to move forward can be created.
 Preparation
Write out all the
facts, opinions
and what is
important
Implementation Discussion
Give it a go. Put the Put forward your
newly agreed plan side of story to
into action and then party, listen when
review it to ensure it they say their point
works. of view

Stages of
Negotiation

Agreement Clarification of
Plan for what will Goals
happen in future. What is the goal of
Together select discussion? What is
acceptable solution. the main priority?
Negotiate
outcome
Discuss options,
possible outcomes and
compromises. Keep
goal in mind and refer
back to discussion
stage
Activity 2
• Complete Activity 2 in the workbook
Personality Styles
• What personality styles do we know of?

• Two types:
• Introvert
• Extrovert
Introverts
• People who get their energy and emotion from within themselves.
• Introverts will often feel overwhelmed in group settings and enjoy
spending time alone in quiet reflection o working pairs rather than
larger groups.
Extroverts
• People who get their energy and emotion from the world and people
around them.
• Extroverts will survive in group settings and enjoy being constantly
surrounded by others.
The Difference?
• Introvert – more independent and generates energy from within
• Extrovert – more group oriented and can generate energy from
others

• These differences in personality will influence the way people

communicate and the way they like to be communicated to.
• Good thing to understand for exams…
How Introverts Communicate?
• Hesitate before sharing personal information
• Are private and protective of their emotions, thoughts and feelings
• Need time to think before they respond
• Can be slow to react and they prefer communicating one on one.
• Prefer written over verbal communication
How Extroverts Communicate?
• Willingly and openly share information and ideas with others
• Need constant attention from those around them
• Good at public communication such as speeches and presentations
• Often the leader, manager, leader or organiser
Activity 3
• Complete Activity 3 in your workbooks
Leadership Styles
• Involves enlisting of aid and support of others toward achieving a
common task or completing a goal.
• The goal in leadership is to bring about change in an individuals
thoughts, feelings, attitudes or behaviours due to their interaction
with another individual or the group.

• What are the three styles of leadership?

 Autocratic

• Adolph Hitler

What is the Democratic

difference in
leadership? • Scott Morrison

Laissez-faire

• Queen Victoria
Autocratic
• Often referred to as authoritarian or dictator, the leader makes
decisions without consulting others.
• An autocratic style works in cases where leadership is regarding
young children who do not have the capacity to make educated input
or there is no need for input in the decision.
Democratic
• Collaborative style of leadership where the leader involves the people
in the decision-making
• The process for the final decision may vary from the leader having the
final say to this group facilitating consensus or voting
• Decision-making is usually appreciated by the people
Laissez-Faire
• Can be referred to as casual leadership
• Minimises the leader’s involvement in decision-making
• Leader allows people to make their own decisions, unlike the
democratic style the group does not necessarily have to come to a
consensus or act as a united front
• Works best when people are capable and motivated in making their
own decisions and where there is no requirement for a central-
coordination.