Session 1.4: Interpersonal Communication Module 1: Leadership and Team Building Leadership and Management Course for ZHRC Coordinators, HTI Principals, and ZHRC/HTI Management Teams
Dec 25, 2015
Session 1.4:Interpersonal Communication
Module 1:Leadership and Team Building
Leadership and Management Course for ZHRC Coordinators, HTI Principals, and ZHRC/HTI Management Teams
Learning Objectives
By the end of the session, participants will be able to: Define interpersonal communication. Describe the importance of communication in
leadership. List at least three styles of communication. Identify and practice at least two strategies to
improve listening. Describe communication barriers. Identify strategies for preventing and overcoming
communication barriers.
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Activity: Build A Story
One person begins the story with 1 sentence.• Once upon a time, ________
The next person adds 1 more sentence to the story, and so on.
Continue until the story ends!
3
Communication is…
Communication is the process of exchanging: • Information
• Thoughts
• Feelings
• Ideas
• Instructions
• Knowledge
Importance of Communication
Communication is necessary to: • Share knowledge and experiences
• Build relationships
• Motivate
• Inform
• Teach
• Persuade
• Entertain
• Inspire
• Give or receive instructions, directions, etc.
Verbal & Non-Verbal Communication
Spoken words Gestures• Smiling, nodding,
leaning forward, etc. Body position
• How we stand or sit Facial expression Silence Eye contact
Verbal (7-11%) Non-Verbal (89-93%)
Non-verbal
Ver
bal
Components of Communication
Sender: the person who delivers the information Receiver: the person who takes in the
information Message: the information, ideas, or feelings
being shared Channel: the media or means through which the
information is being sent Feedback: the response from the receiver
indicating that the message has been received
Communication Flow/Process
A sender creates a message for the receiver The sender uses a channel to relay the message The receiver and the sender use feedback to:
• Ask for more information, get answers, find out whether the message is understood, etc.
Sender Message Receiver
Feedback
Channel
Channel
Channels of Communication
Speaking Writing Drawing/pictures Body language Sign language Telephone Media (television,
newspapers, radios, etc.)
Why is communicationimportant for leadership?
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Leadership & Communication
Good leaders are excellent communicators. Good communication:
• Facilitates information exchange, within and outside the organization
• Conveys meaning and inspiration
• Prepares teams to face challenges
• Aligns expectations
• Resolves conflicts
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What are key communicationskills that leaders practice?
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Effective Communication Skills Can....
Present clear and compelling points of view Relate positively Create messages that inspire others Convey hope Select appropriate channels Consider culture
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Results of your Communication Style Assessment
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Visual Auditory Kinesthetic
Learning & Communication Styles
Visual Learners
Learn best by seeing things. “Show me!” “Watch how I do it!”
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Visual Columns
Circle all statementsthat describe you
Circle onefrom each pair
Circle one itemin each triad
Col 1
Col 2
Col 3
Col 4
Col 5
Col 6
Col 7
Col 8
1 2 3 28 29 42 43 44
4 5 6 30 31 45 46 47
V V
Communication Style AssessmentAnswer Sheet
Visual Examples
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Pictures & Photos
Graphs & Charts
Facial Expressions
Colored Text
Auditory Learners
Learn best by hearing things. “Tell me!” “Listen to me explain!”
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Auditory Columns
Circle all statementsthat describe you
Circle onefrom each pair
Circle one itemin each triad
Col 1
Col 2
Col 3
Col 4
Col 5
Col 6
Col 7
Col 8
1 2 3 28 29 42 43 44
4 5 6 30 31 45 46 47
A A
Communication Style AssessmentAnswer Sheet
Auditory Examples
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Talking through an
issue Music
Using the phone instead of email
or letter
Reading out loud
Kinesthetic Learners
Learn by doing. “Let me try.” “Now, you try doing it!”
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Kinesthetic Columns
Circle all statementsthat describe you
Circle onefrom each pair
Circle one itemin each triad
Col 1
Col 2
Col 3
Col 4
Col 5
Col 6
Col 7
Col 8
1 2 3 28 29 42 43 44
4 5 6 30 31 45 46 47
K K
Communication Style AssessmentAnswer Sheet
Kinesthetic Examples
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Pacing
Learning a skill by using your hands
Reacting to “gut feelings” in decision-making
Prefer a demonstration
Solo-Tasking & Multi-Tasking
Circle all statementsthat describe you
Circle onefrom each pair
Circle one itemin each triad
Col 1
Col 2
Col 3
Col 4
Col 5
Col 6
Col 7
Col 8
1 2 3 28 29 42 43 44
4 5 6 30 31 45 46 47
S M
Communication Style AssessmentAnswer Sheet
Why are these modes important?
To learn and to lead best, we must understand our preferred mode(s) of giving and receiving information.
Most people learn in multiple modes. Mix it up!
To be understood, tailor speech and hearing to the mode of the listener.
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Why is listening important?
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Listening & Leadership
Listening is a critical leadership skill. It:• Improves morale
• Builds respect and trust
• Fosters collaboration and learning
• Helps to prevent and resolve conflict
Activity: Listening Self-Assessment
Complete the Listening Self-Assessment. Do you consistently practice good listening
habits? How could you improve your listening habits?
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Activity: The Art of Listening
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Becoming an Effective Listener
Stop talking Don’t interrupt Ask questions Stay constructive Look, act, and be interested Seek first to understand, then be understood Be sensitive to the speaker’s feelings, and try to
appreciate their point of view Stop talking
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Strengthening Communication
Simple changes in communication can clarify expectations, lift morale, and help people deal with difficult situations.
We can strengthen communication by:• Balancing advocacy and inquiry
• Hearing what others say
• Responding constructively
• Using proactive language
Barriers to Effective Communication
Activity: Barriers to Communication
Read about the barrier assigned to your group. Discuss how this barrier relates to our work. Identify several examples of this barrier. Suggest possible solutions to overcome this
barrier. Be prepared to share a brief, 2-minute
presentation.
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Hear What Others Say: Buzz in Pairs
Listen carefully Remove barriers to communication Identify assumptions Seek to understand diverse viewpoints End conflict before it spreads
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Respond Constructively
Give specific feedback Balance the negative with the positive Use proactive language Convert complaints into requests Be genuine
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Be Proactive, Not Reactive
Reactive Making decisions
on impulse, in response to external stimuli
Proactive Making decisions
based on values; thinking before you act
Activity: Using Proactive Language
Work in small groups to turn a reactive statement into a proactive statement.
For example:• Reactive: “There’s nothing we can do.”
• Proactive: “Let’s look at what we can do…”
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Activity: Improving Communication Skills
Reflect on what you have learned during this session.
What communication skills can you improve? Write 1-2 things that you will work to improve.
Be specific!
Key Points
Communication includes verbal and non-verbal components. Both are important.
Effective communication skills are essential for good leadership and management.
To communicate well, you should engage different communication styles (visual, auditory, kinesthetic).
Listening helps to improve morale, build trust, foster collaboration, and prevent/resolve conflict.
We can strengthen communication by removing barriers, listening well, being constructive, and being proactive.