...Section 1: Interpersonal Skills for Leaders Studies show that many leaders’ failures are attributable to interpersonal skills such as building relationships, leading teams, developing a positive work environment, effective communication and inspiring trust (Eblin, 2011). These skills become even more important when the basic element of the business is the person. It is evident that leaders must master these skill sets to be successful as a leader in their industry. RELATIONSHIP MANAGEMENT: Interpersonal Competencies Must Haves As a part of the four key factors in emotional intelligence, relationship management involves the “soft” or personal side of management that has a direct impact on the aspects of the business (Durbin, 2010). “Interpersonal skills are goal-directed behaviors used in face-to-face interactions, which are effective in bringing about a desired state of affairs” (Hayes, 1991, p14). Following is a closer look at three critical interpersonal competencies that a successful leader must have. Communication Skills Listening – Nichols and Stephens (1957) estimate that 45 percent of all communication is spent listening while far less is spent speaking. Communication is essential to the success leaders and the most influential portion is listening but listening is more than just hearing. Listening is the active engagement of communication to search for complete understand of the meaning of another’s message (Hayes, 1991). To be a superior listener one must...
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...Business Communication Essentials, 6e (Bovee/Thill) Chapter 2 Mastering Team Skills and Interpersonal Communication 1) Teams are at the core of ________ management, which is the effort to involve employees in the company's decision-making process. A) autocratic B) participative C) top-down D) personnel E) laissez-faire Answer: B Explanation: B) Teams are often at the core of participative management, the effort to involve employees in the company's decision making. Classification: Conceptual LO: 1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 2) Teams can increase performance levels by ________. A) pooling experience B) discouraging consensus C) encouraging groupthink D) duplicating effort E) promoting hidden agendas Answer: A Explanation: A) By pooling the experience of several individuals, a team has access to more information in the decision-making process. Classification: Conceptual LO: 1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 3) Simon has just launched a startup and has big ideas for the company. He assembles a large team of people from different backgrounds who have the skills he needs to get the job done. Simon's brother criticizes this, saying that such a large team will result in too much conflict, because the different team members will all have individual approaches to a problem. Which of the following should...
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...Business Communication Essentials, 6e (Bovee/Thill) Chapter 2 Mastering Team Skills and Interpersonal Communication 1) Teams are at the core of ________ management, which is the effort to involve employees in the company's decision-making process. A) autocratic B) participative C) top-down D) personnel E) laissez-faire Answer: B Explanation: B) Teams are often at the core of participative management, the effort to involve employees in the company's decision making. Classification: Conceptual LO: 1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 2) Teams can increase performance levels by ________. A) pooling experience B) discouraging consensus C) encouraging groupthink D) duplicating effort E) promoting hidden agendas Answer: A Explanation: A) By pooling the experience of several individuals, a team has access to more information in the decision-making process. Classification: Conceptual LO: 1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 3) Simon has just launched a startup and has big ideas for the company. He assembles a large team of people from different backgrounds who have the skills he needs to get the job done. Simon's brother criticizes this, saying that such a large team will result in too much conflict, because the different team members will all have individual approaches to a problem. Which of the following should...
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...Emotions in Effective Communication Shari L Hess BSHS/385 Monday, December 14, 2015 Cynthia Cucuzza Emotions in Effective Communication Emotions in interpersonal communication are an important role in building working relationships with clients. It is important for human service professionals to maintain eye contact, nonverbal behavior, and listening to the clients. Human service workers understand the importance of maintaining working relationships with clients and avoiding emotions that are not appropriate in conversations with them. The impact that emotions have in interpersonal communication, obstacles an interviewer faces when dealing with clients and their emotions, and assessing client’s culture and the impact it has on the interviewer will be discussed in this paper. In Human Services, emotions can impact the way human service workers ask questions and their responses to the client. The worker can gain advantage of a client’s emotions by using empathy. Empathy is listening to the client, sharing and understanding their concerns or feelings. Emotions are the way a client feels or reacts to something that was said or shared with them using nonverbal communication. A client’s emotional reactions can have a negative or positive result if a human service worker can maintain appropriate eye contact and body language. This means looking at the client with your eyes so as to encourage them to keep talking (Evans, Hearn, Uhlemann, & Ivey, 2011). Three obstacles...
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...BTEC Level 3 National Health and Social Care Unit 1 Developing effective communication in health and social care This mandatory unit enables learners to understand effective communication within health or social care settings, some of the many barriers to effective communication and ways to overcome them. Learners will gain the necessary interpersonal skills to communicate with a range of people within the sector and will have the opportunity to identify and analyse the effectiveness of their own communication skills. This is a 10-credit unit and can be taught in 60 guided learning hours, with learners also expected to complete non-supervised individual study time. This is a mandatory unit for all qualifications. On completion of this unit, learners should: LO1 Understand effective communication and interpersonal interaction in health and social care LO2 Understand factors that influence communication and interpersonal interaction in health and social care environments LO3 Understand ways to overcome barriers in a health and social care environment LO4 Be able to communicate and interact effectively in a health or social care environment Unit contents The scheme of work for this unit (page 13) links to the following resources to help you deliver Unit 1. LO1 Lesson plan LO2 LO3 LO4 AS10, AS11, AS12 LP Activity sheet AS1, AS2, AS3, AS4 AS5, AS6, AS7, AS8, AS9 Stretch and support AS1, AS2, AS3, AS4 AS6, AS8, AS9 ...
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...European Journal of Social Sciences – Volume 13, Number 3 (2010) 387 Relationship between Interpersonal Communication Skills and Organizational Commitment (Case Study: Jahad Keshavarzi and University of Qom, Iran) Hassan Zarei Matin Associate Professor, University of Tehran, Iran Golamreza Jandaghi Associate Professor, University of Tehran, Iran Fateme Haj Karimi Graduate, Public Management, University of Tehran, Iran Ali Hamidizadeh Graduate, Public Management, University of Tehran, Iran Abstract The aim of this paper is to identify the interpersonal communication skills that enhance organizational commitment. To do so in a descriptive survey, the models provided by Robbins and Hunsaker and by Allen and Meyer were used to measure interpersonal communication skills and organizational commitment respectively. The used tool was questionnaire. The statistical community included public organizations in Qom city among which two organizations were selected randomly. Sampling was also conducted randomly in both organizations. Finally, 106 individuals responded to questionnaire items. The findings of the research show that among existing skills in the model, just team building skill has a significant relation with organizational commitment. Keywords: Interpersonal Communication Skill, Organizational Commitment, Robbins and Hunsaker, Team building 1. Introduction The need for thoughtful, effective communication in the workplace is paramount. Seldom does an employee...
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...Although interpersonal communication can encompass oral, written, and nonverbal forms of communication, the term is usually applied to spoken communication that takes place between two or more individuals on a personal, face-to-face level. Some of the types of interpersonal communication that are commonly used within a business organization include staff meetings, formal project discussions, employee performance reviews, and informal chats. Interpersonal communication with those outside of the business organization can take a variety of forms as well, including client meetings, employment interviews, or sales visits. In order to understand the principles of effective interpersonal communication, it is helpful to look at the basic process of communication. The basic process of communication begins when a fact is observed or an idea formulated by one person. That person (the sender) decides to translate the observation into a message, and then transmits the message through some communication medium to another person (the receiver). The receiver then must interpret the message and provide feedback to the sender indicating that the message has been understood and appropriate action taken. Unfortunately, errors can be introduced during any phase of the communication process. For example, misunderstandings can occur when the sender does not possess a clear idea of the message he or she is trying to communicate, or has a clear idea but is not able to express it well. Errors in...
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...Assignment Title:- Communication, Communication, Communication! |Unit Code: |R/600/8939 |Credit Value: |10 | |QCF Level: |BTEC National |Guided Learning Hours: |60hrs | |Assessor: |Mr T Hemming | |STUDENT DECLARATION | |I understand the rules of plagiarism and I declare that the work produced for this assignment is my own. | | | |Student Signature ____________________________________Date_____________ | |Assignment Launch Date |Tuesday 3rd September 2010 | |Assignment Hand in Dates |Assignment 1 |Wednesday 5th October 2011 | | |Assignment 2 |Thursday 19th October 2011 | | ...
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...gain the interpersonal skills needed to embark on a career within the health or social care sectors. Unit introduction This is a core unit within the programme, recognising the fact that effective communication is central to all work in the health and social care sectors. Professionals within the sectors require good communication and interpersonal skills to perform their roles effectively, work cooperatively with colleagues and build supportive relationships with people using services. It is, therefore, important for all those embarking on a career in the health or social care sectors to gain knowledge, understanding and the skills associated with communication, so that they are able to develop effective interpersonal skills. Initially, learners will investigate what is meant by effective communication and interpersonal skills and how these may affect the outcomes for people who use services. Learners will consider the factors that influence communication and interactions, analysing theories which may help to explain why there may be difficulties, possible breakdowns in communication and ways to overcome these. The benefits of effective communication for people who use services will be explored. The unit will give learners opportunities to reflect on their performance, and that of others, consolidating their learning by demonstrating their skills in a one-to-one and a group interaction in a health and social care context. The knowledge and skills gained from...
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...Letter of Advice Rebecca Black-Long Interpersonal Communication 200 Professor Tricic June 22, 2014 Dear Bobby Joe and Billie Sue: Congratulations of your recent announcement of engagement! I know you are both so excited and are looking forward to a wonderful married life full of happiness and love. I appreciate your interest in wanting to know of the things I learned recently in my Interpersonal Communication class at Ashford University that may help you in securing your future together through communication. I would like to cover five topics that I personally feel will be most beneficial to you both as you begin your journey to a happy life. The five topics I have chosen are 1) understanding how perceptions, emotions, and nonverbal expression affect interpersonal relationships, 2) knowing strategies for managing interpersonal conflicts, 3) recognizing how words have the power to create and affect attitudes, behavior, and perception, 4) developing strategies for active, critical, and empathic listening, and 5) understanding the impact of gender and culture on interpersonal communications. I personally feel that if you both consciously work towards mastering the skills of effective communication your relationship will flourish and grow. In addition to my advice, I will also offer you some supporting evidence from professionals that I believe will be very beneficial for the both of you. Keep in mind as you join your lives together through holy matrimony, the...
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...Review Questions 1. What are the four levels of verbal response in reflective listening? Answer: Reflective listening is a special type of listening that involves paying respectful attention to the content and feelings expressed in another person’s communication. Reflective listening is hearing and understanding, and then letting the other know that he or she is being heard and understood. The following techniques can be used to increase reflective listening skills: Affirming Contact The receiver affirms contact with the communicator by using simple statements such as “I see,” “uh-huh,” “Yes, I understand”. The purpose of an affirmation response is to communicate attentiveness, not necessarily agreement. Example of affirming responses: - That’s a good suggestion. - I’ve enjoyed talking with you today. Paraphrasing the Expressed After an appropriate time, the receiver might paraphrase the expressed thoughts and feelings of the speaker. Paraphrasing is useful because it reflects back to the speaker the thoughts and feelings as the receiver heard them. This verbal response enables the receiver to build greater empathy, openness, and acceptance into the relationship while ensuring the accuracy of the communication process. Clarifying the Implicit Implicit thoughts and feelings are not clearly or fully expressed. The receiver may or may not assume that the implicit thoughts and feelings are within the awareness of the speaker. Reflecting “Core” Feelings Reflecting core...
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...VERBAL COMMUNICATION Definition Effective verbal or spoken communication is dependant on a number of factors and cannot be fully isolated from other important interpersonal skills such as non-verbal communication, listening skills and clarification. Clarity of speech, remaining calm and focused, being polite and following some basic rules of etiquette will all aid the process of verbal communication. See our page: Effective Speaking for more information. Skills required: Opening Communication In many interpersonal encounters, the first few minutes are extremely important as first impressions have a significant impact on the success of further communication. Everyone has expectations and norms as to how initial meetings should proceed and people tend to behave according to these expectations. If these expectations are mismatched, communication will not be effective or run smoothly, and some form of negotiation will be needed if relations are to continue. At a first meeting, formalities and appropriate greetings are usually expected: such formalities could include a handshake, an introduction to yourself, eye contact and discussion around a neutral subject such as the weather or your journey may be useful. A friendly disposition and smiling face are much more likely to encourage communication than a blank face, inattention or disinterested reception. Reinforcement The use of encouraging words alongside non-verbal gestures such as head nods, a warm facial expression and...
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...ialEdexcel BTEC Level 3 National Certificate/Subsidiary Diploma in Health & Social Care Unit 1 Assignment – Developing Effective Communication in Health & Social Care Assignment Title: Effective Communication in Action Context Health and social care professionals require good communication skills in order to carry out their roles effectively. It is important for you to gain knowledge and understanding of the skills involved in communication, so you are able to develop and enhance your interpersonal skills. This unit enables you to explore and develop the skills of effective interpersonal interaction and communication essential to the operation of health and social care services. It will enable you to analyse factors that enhance and inhibit communication and to examine effective interpersonal skills. You will also explore the value of effective and varied types and styles of communication in the support of patients/service users. The unit encourages you to reflect on your own performance and that of others. In order to support your studies, it would be highly beneficial for you to complete a period of work experience, which should provide opportunities for some of the assessment of the unit. You should aim to complete this over October half term or at Christmas. Task Overview Your line manager has promoted you to the position of ‘Trainer’ and has given you responsibility to deliver some induction training to new recruits. It is your choice whether you base your assignment...
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...Unit 6 Assignment: Alan and his workplace employees Samantha Markham- Interpersonal Communication 1. From the interaction does it seem to you that Alan is actively listening? Why or why not? To me it seems like he is not because of the fact that when he is telling them about their reviews and they are explaining why their work is the way it is he does not seem to take it into consideration. Alan just hears what he wants to hear no matter the situation. Such as family problems when it is being explained to him why the male employee was missing days and coming in late he told the male employee “Look, I don’t want to get into your family issues. Can we just focus on the work for now? Wood, J. (2010). Interpersonal communication: Everyday encounters. Boston, MA: Wadsworth. 2. Describe how Alan’s opening thoughts on his job, narrated in the video, affect his approach to the performance reviews. Does Alan’s view of his job foster a negative or positive work atmosphere with his employees? Explain. In the opening of the video (Wood, J. (2010). Interpersonal communication: Everyday encounters. Boston, MA: Wadsworth.) Alan speaks about how he dreads this time of year for reviews and how he has always felt inadequate for the task. With Alan already feeling the employees resent him and the fact he feels he is not good for this type of situation it puts more stress on him and instead of truly taking the time to figure out the problems...
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...Ineffective Communication Ineffective Listening Abilities Ineffective Development of project team Situation Analysis …………………………………………………………………….…… 4 Ineffective Communication Ineffective Listening Abilities Ineffective Development of project team Recommendations ………………………………………………………………………..... 6 Ineffective Communication Ineffective Listening Abilities Ineffective Development of project team References ……………………………………………………………………………..…... 8 Problem Identification In the Harvard Business Review Case Study, “Why Didn’t We Know?” Ralph Hasson describes circumstances where communication, listening, and the development of a sales team could have greatly circumvented a lawsuit against the Galvatrens Company. Three of the problem areas that affect this case are, ineffective communication skills, ineffective listening abilities, and the ineffective development of the sales team. Ineffective Communication Engleberg & Wynn identifies communication as an instrument used by members of a group to share information and opinions, make decisions, solve problems, and develop interpersonal relationships. (Engleberg & Wynn, 2013, p. 5). The managers and employees of Galvatrens lack these communication skills and have caused major issues throughout the organization. In this article, it shows Galvatrens lacking in effective communication between departments, employees and managers to be a major issue. Ineffective Listening Abilities The ability to actually...
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