MG5001 Engineering Communication

Interpersonal Communication

Content created by Otago Polytechnic

Modified by Mark Schatzdorfer
Contents

1. Interpersonal skills
2. What do interpersonal skills comprise?
3. Improving interpersonal skills

2
 Interpersonal Skills
Interpersonal Skills
• Communication skills are what are used to interact with others
– E.g.: reading, writing, listening and speaking
• Interpersonal skills represent the way in which you use your
communication skills.
• People who have worked on developing strong interpersonal skills are
usually more successful in both their professional and personal lives.
• Sought after by employers.

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 Interpersonal Skills Comprise
What do Interpersonal Skills Comprise?

• Verbal communication – what we say and how we say it.

• Non-verbal communication – what we communicate without words, body
language is an example.
• Listening skills – how we interpret both the verbal and non-verbal messages
sent by others.
• Problem solving – working with others to identify, define and solve problems.
• Decision making – exploring and analysing options to make sound decisions.
• Negotiation – working with others to find a mutually agreeable outcome.
• Assertiveness – communicating our values, ideas, beliefs, opinions, needs
and wants freely.

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Improving Interpersonal Skills Part 1
Learn to listen
• Not the same as hearing
– Requires more than just using your ears
• Requires focus
• Being aware of both verbal and non-verbal messages
• Let the person speak without interruption
• Avoid personal prejudice
• Put the speaker at ease

Leads to:
• Better customer satisfaction
• Better information sharing
• Fewer mistakes
• Greater productivity
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Improving Interpersonal Skills Part 2

Understanding why communication can fail

• Risks wasting time and money caused by confusion or misunderstanding

Common barriers:
• Limiting senses involved
• Use of jargon/slang
• Emotionally difficult or taboo topics
• Lack of interest in the receiver
– Tired, distracted, different viewpoints
• Physical disabilities
• Language differences
• Cultural differences

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Improving Interpersonal Skills Part 3

Relax, clarify, be positive and empathise

• Being nervous may mean speaking more quickly and less clearly
• Clarify any important points that you misunderstood
– “He who asks a question is a fool for five minutes; he who does not ask a
question remains a fool forever.”
(Chinese Proverbs)
• People who are negative are difficult to be around
• Try to see things from other people’s perspective
• Initiate needed communication as early as possible
• Have manners and be polite

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Improving Interpersonal Skills Part 4
Reducing stress:
• Have achievable and realistic expectations of yourself and others
• Don’t live in the past
• Learn to say ‘no’
• Exercise your body and mind

Stress from presentations:

• Be well prepared/well rehearsed
• Slow down/pause
• Practice deep breathing
• Drink water to help with a dry mouth

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 Improving Interpersonal Skills Part 4
Improving Interpersonal Skills Part 5

Assertiveness
• Able to stand up for your own or other people’s rights in a calm and
positive way
– Without being aggressive or passively accepting a disagreeable outcome
– We should still respect the thoughts, feelings and beliefs of others
– However, try to complain only when absolutely necessary

Reflect and Improve

• Learn from your mistakes and successes
• Be responsible and accountable for your actions

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