The skills you need guide to interpersonal skills

Document Outline

• INTRODUCTION
  • 1
• Improving Understanding: Questioning, Clarificationand Reflection
  • INTRODUCING CLARIFICATION
  • SUMMARISING
  • REFLECTING CONTENT,FEELING AND MEANING
  • QUESTIONING
  • 2
• Moving on from Interactions:
• Building Interpersonal Relationships
  • BUILDING RAPPORT
  • CHARISMA
  • EMOTIONAL INTELLIGENCE
  • 3
• ‘A Time and a Place’: Politeness and Honesty in Communications
  • HOW TO BE POLITE
  • POLITENESS VS. HONESTY
  • TACT AND DIPLOMACY
  • 4
• Making Your Voice Heard: Becoming More Assertive
  • PASSIVE, AGGRESSIVEAND ASSERTIVE
  • WHY PEOPLE ARE NOT ASSERTIVE
  • DEALING WITH NON-ASSERTIVE BEHAVIOURS
  • ASSERTIVENESS TECHNIQUES
  • POSITIVE ANDNEGATIVE ENQUIRY
  • 5
• When the Going Gets Tough:
• Communicating in Difficult Situations
  • EMOTION AND CHANGE
  • DEALING WITH DIFFICULT CONVERSATIONS
  • GIVING AND RECEIVING FEEDBACK
  • HANDLING DEMANDSAND COMPLIMENTS
  • PERSUASION ANDINFLUENCING SKILLS
  • DEVELOPING YOURPERSUASION SKILLS
  • DEALING WITH WORKPLACE HARASSMENT
  • A FINAL THOUGHT
• Conclusion:
• Improving Your Communication Skills