The skills you need guide to interpersonal skills

Rapport 
-
 
Rapport is closely linked to tact and diplomacy 
as well as emotional intelligence and good manners.
• 
Politeness 
-
 
Being polite and courteous, respecting other people’s 
view-points and cultural differences, is important in many 
interpersonal relationships.

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2.
ADVANCED COMMUNICATION SKILLS
STRATEGIES FOR TACT AND DIPLOMACY
Understanding the most appropriate behaviour in any given situation can be 
problematic. Both communication, and human relationships, are unpredictable.
Sometimes the most appropriate action may be to withhold your opinion, or it 
may be possible to introduce an idea, or favoured outcome, in such a way that the 
other person can take ownership of it. In other situations it may be best to take a 
direct stance, stating exactly what you want and how you intend to achieve it.
We all know people who are capable of talking their way out of difficult situations 
or who are more likely to be successful at negotiating. Although a certain amount of 
luck may be attributed to isolated incidents, long-term success is based on strong 
communication skills, planning, self-control, confidence and emotional intelligence.
To be able to exercise diplomacy, it is important to remember:
• 
Do not enter into negotiations in an angry or stressed way.
• 
Try to remain calm and keep an open mind. Establish the facts, 
as well as what is and is not possible, before you react.
• 
When communicating, listen to what the other person has to say.
• 
Watch for non-verbal communication, such as body language, and 
tone of voice to help you understand the message. Hold back your 
own opinions and ideas until you have had chance to understand 
the other person’s point-of-view, and then plan your responses 
carefully to fit with the feedback you are receiving.