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Enhancing Interpersonal Skills for Effective Communication

This session focuses on improving interpersonal skills to enhance communication. It covers body language, personal presentation standards, and hygiene rules that influence interactions with customers and colleagues. The content includes activities, revision Q&A, and insightful videos.

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Enhancing Interpersonal Skills for Effective Communication

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Presentation Transcript

  1. Chapter 2 Work with colleagues and customers Modified by Sue Cameron

  2. Agenda Session 5 • Complete Session 4 on Listening Skills and Barriers to communication • Revision Q&A • Activity on active listening • Interpersonal Skills • Personal presentation standards

  3. Revision Q&A • What is another name for an enterprise? • What are the 3 ‘V’s of oral communication? • What do these 3 ‘V’s mean? • What is non-verbal communication? • Name some of the types of non- verbal communication

  4. Revision Q&A 6. What are the 2 types of body language? 7. What is the difference between hearing and listening? • How can we tell if people are listening to us? • What is personal space? • What does the word barrier mean?

  5. Revision Q&A • Go to page 79 under ‘check please’ • As a class answer the following questions • Questions 16 - 25

  6. Activity on Listening • Go to Communication Links and click on Activity 15 tips for good listening • Also go to Learners Notes for answers

  7. Videos on interpersonal skills • 3 ways to improve your communication skills (March 2013) http://www.youtube.com/watch?v=D5hMN_XkPQA • How to improve interpersonal skills (March 2013) http://www.youtube.com/watch?v=w97dR3OJB1k

  8. Interpersonal skills • Interpersonal skills – those skills that help us communicate and interrelate with others • They are defined by our actions, words, personal presentation and behaviour • Our effectiveness is often measured not by what we say, but by how we say it, and the attendant actions or behaviours

  9. Interpersonal skills • Being an effective communicator is a choice and can be learned. Some behaviours we can learn include: • Understanding body language • Improving personal presentation • Being polite and courteous • Teamwork • Effective social interaction • Understanding other cultures with whom we will come in contact

  10. Interpersonal skills • These can be learned through formal or informal study, from mentors or professional development programs • Go to page 80 and read ‘Paint a picture at the top of the page • Read paragraph 3 re: Let us put….

  11. Activity on Interpersonal Skills • In small groups select a team leader and a scribe (note taker) • Go to page 86 and discuss the questions under ‘check please’ • The scribe to write down the Question numbers with the answers • Share your answers with the rest of the class

  12. Personal presentation standards • When people look at us, they immediately form an opinion of us; it is literally a first impression. There are 2 types of standards • For this reason, most enterprises have standards of presentation • Enterprise standards – set by the individual enterprise to determine the personal presentation standards of employees during work, and the service standards offered

  13. Personal presentation standards • Industry standards – expected across an entire industry, irrespective of sector • These may include health, safety and hygiene issues • Go to page 82 and read article on Angeles Hotel’s Uniform Policy

  14. Personal presentation standards • Standards may be affected by: • Occupational health and safety issues • Work location • Customer expectations • Specific work functions • Go to page 85 and read last paragraph on OHS Implications

  15. Personal Presentation • Go to ‘The effects of physical appearance in the workplace’ under Links in e-learning • Video on personal grooming http://www.youtube.com/watch?v=1cWlj2CevRg

  16. Personal presentation and hygiene • Most enterprises are affected by legislation, however many rules regarding personal hygiene are self-imposed. The biggest influence are societal • A high standard of personal hygiene is implicit in customers’ expectations of us – and the way we look and smell is part of our interpersonal skills..

  17. Personal presentation and hygiene • Our grooming is a vital part of this, and we need to consider: • Bathing – must have a shower/bath daily! • Clothing – must be well presented, clean, and tidy • Shoes – clean and in good condition! • Hair – clean and tidy

  18. Personal presentation and hygiene • Hands – clean, manicured (neat edges). • Body odour – we should not just be clean, but not use overpowering use of perfumes or aftershaves. • Oral hygiene – clean our teeth regularly and use breath freshener • Video on personal hygiene http://www.youtube.com/watch?v=a2mjjWcPEEo

  19. Personal presentation and hygiene • Do not do your personal grooming in public

  20. Personal presentation activity • In small groups select a team leader and a scribe • Discuss the following questions • Why are first impressions important • People’s perception of us often determines how we are treated. Why? • If we appear unhygienic, how might this affect customer’s perception of the rest of the organisation?

  21. Next Session No 6 • Show sensitivity to cultural and social differences • Provide service to colleagues and customers • See you tomorrow evening at 5pm

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