Unit 1: Developing Effective Communication Study Sheet- Key Words
Interpersonal Interaction- Interpersonal interaction is the process of sending and receiving information between two or more people. This type of communication encompasses all types of contact between people. For example, asking questions via email/text message is an interpersonal reaction as you do not necessarily have to verbally ask the question, though you are still getting an answer. Interactions are between individuals, which may involve: * Drawings * Touch * Smell * Words * Gestures * Sound

Interpersonal Skills- Interpersonal skills are the tools people use to interact and communicate with individuals or groups in an organizational environment. It is the ability to be able to effectively and appropriately communicate with people and stay calm during many different or challenging situations. An example of this could include the inability to negotiate with challenging customers who are complaining about food they have ordered. People need to handle situations like these in a way which does not distress surrounding people. There are seven main areas of interpersonal communication and they include: * Problem-solving * Decision-making * Assertiveness

* Verbal communication * Non-verbal communication * Listening skills * Negotiation

Reflective Account- Reflective account is the aspect of looking back on previous communication with a client and recognizing whether you understood the content or not. An example of this would be a client asking for jam and onions on one whole sandwich; because it sounds unusual, the responder may want to ask ‘Sorry was it Jam AND Onions you would like on your sandwich?’ just to ensure that the message was correctly interpreted. Reflecting is the process of paraphrasing and restating