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Interpersonal Skills

The document discusses interpersonal skills, including communication skills, emotional control, and skills required for effective group work such as negotiation, conflict resolution, and mediation. It provides details on negotiation, including the stages of negotiation. Conflict resolution is discussed as finding a peaceful solution through skills like empathy and assertiveness. Mediation is defined as an impartial party facilitating a negotiation between disputing parties to help them resolve the conflict themselves. Effective mediating skills include maintaining a positive attitude, refocusing negative emotions, and creating a common enemy.

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Dempsey Pratt
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75 views18 pages

Interpersonal Skills

The document discusses interpersonal skills, including communication skills, emotional control, and skills required for effective group work such as negotiation, conflict resolution, and mediation. It provides details on negotiation, including the stages of negotiation. Conflict resolution is discussed as finding a peaceful solution through skills like empathy and assertiveness. Mediation is defined as an impartial party facilitating a negotiation between disputing parties to help them resolve the conflict themselves. Effective mediating skills include maintaining a positive attitude, refocusing negative emotions, and creating a common enemy.

Uploaded by

Dempsey Pratt
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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INTERPERSONAL

SKILLS
Syllabus Content

¤Skills required for working

effectively with individual and groups:


-negotiation
-conflict resolution
-mediation
-leadership
What are Interpersonal Skills

INTERPERSONAL SKILLS ARE :


THE SKILLS WE USE EVERY DAY WHEN WE COMMUNICATE
AND INTERACT WITH OTHER PEOPLE; BOTH INDIVIDUALLY AND
IN GROUPS.
THEY INCLUDE A WIDE RANGE OF SKILLS, BUT PARTICULARLY
COMMUNICATION SKILLS SUCH AS LISTENING AND
EFFECTIVE SPEAKING. THEY ALSO INCLUDE THE ABILITY TO
CONTROL AND MANAGE YOUR EMOTIONS.

WHY ARE INTERPERSONAL SKILLS IMPORTANT?


Working Effectively in

Groups

When working with others in groups it is important to consider

interpersonal skills. How members of the group communicate, the

attitudes of group members and the interactions of of the team will

influence the effectiveness to which the group works together.


Group Work

When groups of people work together to complete a set task conflict,

misunderstanding and difference of opinion are inevitable. In order to work

effectively groups must develop the skills to deal with these issues effectively and

respectfully when they do arise.


Skills required for effective group work include:
-Conflict resolution
-Negotiation
-Mediation
-Leadership
Negotiation
“THE PROCESS OF ACHIEVING AGREEMENT THROUGH DISCUSSION,

USED TO RESOLVE DISPUTES. NEGOTIATORS BARGAIN FOR INDIVIDUAL

OR COLLECTIVE ADVANTAGE.”

NEGOTIATION IS OFTEN USED AT TIMES OF CONFLICT TO SOLVE

ISSUES AND ALLOW PEOPLE TO AGREE UPON A CONFLICT. WHEN

EFFECTIVE NEGOTIATION OCCURS IT CAN BE MUTUALLY BENEFICIAL AS

IT ENCOURAGES GROUPS TO COMMUNICATE, UNDERSTAND AND

ENGAGE MORE EFFECTIVELY WHILST ALLOWING FOR THE RESOLUTION

OF CONFLICT.

NEGOTIATION VIDEO:
HTTPS://WWW.SCHOOLTOOLS.INFO/NEGOTIATION
Stages of Negotiation
1. Preparation
Prepare for the discussion. This includes writing down the facts, your

opinion and your goal.


Things to think about: What are you trying to achieve? What am I happy

to agree on?
2. Discussion
Discuss your side of the story. Allow other party to communicate their

feelings and opinions on the issue.


3. Clarification of goals
Both parties to decide on the main priorities of this negotiation.
Stages of Negotiation

4. Negotiate outcome
Discuss options, outcomes and compromises. Ensure all parties options

are communicated whilst keeping the goal in mind.


5. Agreement
Together select an acceptable solution to allow everyone to move

forward.
6. Implementation
Put the agreed plan into action and review if needed.
Activity

1. Think of a time where you have been involved in

a conflict. Write down how you would use

negotiation techniques to help resolve this

conflict.
Must include all the stages of negotiation

discussed above.
Conflict Resolution

“The informal or formal process that two or more parties use to find a peaceful

solution to a dispute.”

What does it involve?


Effective conflict resolution involves using skills such as empathy, managing

emotions, assertiveness, mediation and negotiation to reduce tension and stress. It

is important that when finding a resolution to the conflict that all parties treat

members with respect and the issues do not become personal.


Conflict Resolution

“Involves mapping out the issues while using creative thinking to generate

solutions and paths of action that are acceptable to all involved”.


Benefits of

Increased awareness of
Conflict

each other Resolution


Increased group cohesion

between team members


Stronger mutual respect
Improved self-awareness
Parties who are dealing with conflict MUST not make

the conflict worse. This can be achieved by not ignoring

the problem, examining the views of all individuals

involved and by acknowledging the reasons behind the

conflict, including how it initiated.

Steps in conflict resolution Conflict

1. Identify the source of the conflict – what is the problem?


2. Look beyond the incident – what emotions exist that are
Resolution
contributing to this conflict?
3. Brainstorm solutions – what possible courses of action are

there?
4. Choose a solution that solves the conflict for both of you
5. Plan for the future – how can you stop this conflict from

coming back in the future?


Mediation

A negotiation to resolve differences that is conducted by an

impartial party.
The act of intervening for the purpose of bringing about settlement.

The goal is for the disputing parties to resolve the conflict

themselves with the support of the mediator.


The Role of the

Mediator
Facilitate communication between two parties with conflicting

interests by assisting them to focus on the real issues of the

dispute.
Generate options that meet the interests or needs of all

relevant parties in order to resolve the conflict.


Create a more productive discussion than the parties could

have had by themselves.


Skills for Effective

Mediating
1. Maintain a positive attitude
The parties involved are likely to behave negatively towards each other, the

role of the mediator is to remain positive and encourage discussion of a

professional and appropriate manner.


2. Refocus the negative
This technique is often used to change the subject when the tone gets

heated. This allows the mediator to refocus the negative emotions. In a

neutral or positive state decisions of a positive manner and or an agreement

are more likely to be made.


Skills for Effective

Mediating
3. Create a common enemy
Research has shown that people who are opponents in something will join

together if they can unite against a common enemy. This could include a

third party who stands to benefit if the two parties in the dispute don’t

agree.
Activity
Group A
You are the family of a deceased person who does not want to donate their organs.
Group B
You are the family of a child waiting and requiring the donation of a new organ.

2 volunteers to be the mediators


Mediators should repeat the basic information discussed in the mediation session.

Each group needs to justify the case from their point of view.
In preparation each group must write out arguments and or reasoning behind their

choices.
To conclude can the groups reach an agreement, what is the outcome?

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