Slide 1

Interpersonal
Communication Skills

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What is Interpersonal
Communication?

 The process through which people create

and manage their relationships
 Exercising mutual responsibility in
creating meaning.

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Organizational Context
 The organizational context of how
interpersonal skills are used can be
shown by the vast number of
interpersonal interactions such as:

Meetings Coaching

Delegation Problem Solving

Motivation Selling

Facilitation Leading
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Interpersonal Skills
 Man is a social animal

 We must respect the views & sentiments

of others.

 When we want to differ their views, we

must very politely give hints to them
without hurting their feelings

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 Slide 5

Interpersonal Skills
language &
communication
listening
using
feedback

questioning

conflict handling

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ESSENTIAL INTERPERSONAL
COMPETENCIES

– Self awareness
– Control
– Motivation
– Acknowledging the interests of
others
– Communication skills

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Team Work
 People of either gender, different age groups,
qualification, status & skills work as a team
with a common objective of accomplishing the
task

 The success of any organization largely

depends on the coordinated efforts of its
employees

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Group Dynamics

Team
Team Roles
Roles

Team
Team Development
Development

Conflict
Conflict &
& Resistance
Resistance

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Assuming Team Roles

Self- Team- Task-
Oriented Maintenance Oriented
Controlling Initiating and
Encouraging
and Diverting Coordinating

Withdrawing Harmonizing Seeking Information

Seeking Attention Compromising Setting Procedures

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Effective Teams
 Have a clear objective
 Share a sense of purpose
 Communicate openly and honestly
 Reach decisions by consensus
 Think in creative ways
 Know how to resolve conflict

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Resolving Team Conflict

Proaction

Fair Play Research

Communication

Alliance Flexibility

Openness

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Overcoming Resistance
Express Understanding

Uncover Resistance

Evaluate Objections

Withhold Arguments

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Understanding
Two Questions?
What do we know about our abilities?
What do others know about our abilities?
Known
Self

Unknown Known
Others

* Based on the Johari Window of Interpersonal

Development

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The Johari Window Model —

Joseph Luft and Harry Ingham

 The Johari Window is a communication

model that can be used to improve
understanding between individuals in a
group.

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Aim is to increase the open

area
 Feedback develops the open area by reducing the
blind area.

 The open area can also be developed through the

process of disclosure, which reduces the hidden
area.

 The unknown area can be reduced in different ways:

by others' observation (which increases the blind
area); by self-discovery (which increases the hidden
area), or by mutual enlightenment - typically via
group experiences and discussion - which increases
the open area as the unknown area reduces.

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 Slide 25

Effective interpersonal
communication can be achieved
by :
 Treating each other with respect
 Not interrupting one another
 Not volunteering others
 Speaking only for ourselves
 Speaking but not too often or for too long
 Challenging the behavior not the person
 Respecting confidentiality
 Accepting mistakes

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