WORKPLACE INTERPERSONAL SKILLS

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WORKPLACEINTERPERSONAL SKILLS

• Smiling and establishing rapport with customer
• Addressing the person by name, if applicable
• Listening attentively
• Asking relevant questions
• Maintaining appropriate eye contact
• Facing the person when speaking
• Maintaining good posture
• Maintaining a social distance
• Reacting immediately to clients request

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SENDING A MESSAGE

• We can send a message in 3 ways
• Speaking
• Writing
• Non-verbal actions

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RECEIVING A MESSAGE

• The receiver will act upon the message in the
  following way
• Analyse
• Interpret
• Acknowledge or Query

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THE COMMUNICATION CYCLE
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COMMUNICATION MODES
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EFFECTIVE COMMUMICATION

• A message must have a stated purpose
• A message should be planned to match the
  interests and abilities of the receiver
• Eliminate unnecessary words
• The receiver should know what issues the message
  is centred around

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MESSAGE PREPARATION
There are 6 questions which you need to answer in
preparing a message

• What?
• Why?
• How?

• When?
• Who?
• Where?

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What?

• What are you going to communicate?
• Fact?
• Order?
• Information?
• Opinion?
• Attitude?

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Why?

• Why is it important to the receiver as well as
  you?
• Why might the message be misunderstood or
  rejected?

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How?

• How might this type of message be communicated?
• Spoken?
• Written?
• Formal?
• Informal?

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When?

• When is the right time for communicating?
• When is the right time for action?
• When should you wait?
• When should you press ahead?

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Who?

• Who are you communicating with?
• Individual?
• Group?
• Are you aware of their characteristics?
• Attitudes?
• Background?
• Sensitivities?
• Knowledge or Experience?

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Where?

• Where will the communicating take place?
• Private?
• Public?
• Where can you get the facilities/aids you want?
• Lecture?
• Seminar?
• Videoconference?

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ELEMENTS OF SPEECH

• Tone
• mid-range, no monotone
• Quality
• Smooth, mellow, good breath control
• Intensity
• Good voice projection
• Pace
• Dont speak quickly
• Pause
• For emphasis, avoid ums and you knows

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WORD EMPHASIS

• See how the meaning changes according to
  emphasis
• I didnt say he stole the car
• I didnt say he stole the car
• I didnt say he stole the car

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ELEMENTS OF BODY LANGUAGE

• Eye Contact
• Indicates interest, desire to listen dont
  stare!
• Body Posture
• Suitable distance lean towards head erect
• Gesture
• Emphasise word meaning dont overuse
• Be aware of cultural differences dont quote
• Facial Expression
• Must match message