Community Capacity Building Program

1
Community Capacity Building Program

• Interpersonal Communications

2
Agenda

• Icebreaker
• Welcome and Overview
• Communication Process
• Types of Communication
• Verbal
• Non-verbal
• Listening
• Factors Influencing Communication
• Parking Lot
• Discussion/Evaluation

3
Interpersonal Communications Skills Exercise 1

• Pair participants with someone they dont know,
  if possible
• Take five minutes to interview each other to
  learn enough to introduce your partner to the
  group
• Each person introduces their partner to the group

4
Interpersonal Communication Skills

• What is communication?
• A process in which a person, through
  language,signs and symbols, conveys a message to
  another person
• Comprised of
• Sender
• Message
• Channel
• Receiver
• Feedback
• Barriers

5
Interpersonal Communication Skills

• Sender
• Language and how you use it
• Credibility
• Knowledge of content, audience and context
• Experience, attitudes and values
• Message
• Written words, sentences, paragraphs
• Oral use of voice tone and pitch
• Non-verbal gestures, facial expressions, eye
  contact, environment (office set up)

6
Interpersonal Communication Skills

• Channel
• Verbal face to face meetings, telephone, video
• Written reports, letters
• Receiver
• Abilities
• Attitudes
• Experience
• Feedback
• Receiver responds in some way
• Sender can evaluate effectiveness of message

7
Interpersonal Communication Skills

• Barriers
• Inappropriate medium or channel
• Incorrect grammar, inflammatory words, words that
  conflict with body language
• Technical jargon
• Noise
• Can occur at any stage
• Can be interference from various sources radio,
  chatter, etc.

8
Interpersonal Communication Skills - Exercise 2

• Discuss barriers to communication process
• Brainstorm and discuss some barriers in your
  workplace or volunteer group

9
Interpersonal Communication Skills - Exercise 3

• Identify strategies to deal with common
  communication problems

10
Types of Communication

• Verbal
• Non-verbal
• Listening

11
Types of Communication - Exercise 4

• How we communicate
• Role Play

12
How we communicate

• Verbal 7
• Quality and tone of voice 38
• Visual (non-verbal) 55

13
Verbal Communication

• Speech
• Range
• Pitch
• Volume
• Enunciation
• Pronunciation
• Infliction
• Tone

14
Non-verbal communication

• Body language
• Written communication

15
Non-verbal communication

• Appearance/Image
• Environment

16
Interpreting Non-verbal Behaviour Exercise 5

• Discover what you know about non-verbal language
• Think about some non-verbal behaviours that have
  not been discussed

17
Listening - Exercise 6

• Complete the listening skills exercise
• Rate your listening skills

18
Types of Listening

• Pseudo   
• Listen to meet some other need
• Make people think you are interested
• Keep alert to see if you are being rejected
• Get some time before your next comment
• Pretend to be listening to be polite
• Natural to be pseudo listening some times

19
Types of Listening

• Active
• Listen without barriers (time, emotional)
• Listen to the entire message by focusing on
  verbal and non-verbal message
• Listen using your non-verbal communication skills
• Listen to the person without interrupting,
  judging or arguing
• Clarify and ask questions or paraphrase

20
Improving Listening through Feedback

• Paraphrasing
• Perception checking
• Describing behaviour
• Making I statements

21
Paraphrasing

• Tests your understanding of communicators
  message
• Allows communicator to clarify a misunderstanding
• Provides climate where communicator can feel
  understood
• Provides communicator with sense that what they
  are saying is important

22
Perception Checking

• Describe other's feelings or behavior
• Indicates to person that you want to understand
  their feelings
• State interpretation of behavior
• Ask if interpretations are accurate

23
Describing Behaviour

• State what has been observed
• Does not judge behaviour
• Use it to indicate negative behaviour
• Provides non-threatening opening to further
  communication

24
Making I Statements

• Use when you want to explain your feelings
• Use to reduce level of tension in conflict
  situation

25
Making I Statements

• How to make an I statement
• When (description of behaviour, not person),
• I feel (description of the feeling,
• Because (tangible or real effect) or how about if
  (suggestion for change) pushes speaker to define
  what disturbs him/her

26
Paraphrasing - Exercise 7

• Discuss some ways to provide feedback through
  paraphrasing
• Discuss the exercises in manual

27
Giving and Receiving FeedbackExercise 8

• Assign groups
• Write your responses
• Share responses with group
• Select one response to share with large group

28
Ways We CommunicatePublic Speaking - Exercise 9

• Discuss public speaking fears
• Discuss some strategies to improve public
  speaking fears

29
Ways We Communicate

• Speeches
• Presentations
• Correspondence/office communication
• Telephone
• Voice mail
• Email
• Websites
• Blogs
• Others?

30
Email Practices - Exercise 10

• Discuss advantages and disadvantages of email

31
Factors Influencing Effective Communication

• Special needs/accessibility
• Environment/setting
• Literacy skills
• Cultural factors
• Email etiquette
• Tone
• Respect and appropriateness
• Gender neutrality
• Jargon
• Others

32
Communication Blockers

• Responses that can block effective communication
• Evaluation response
• Advise giving response
• Topping response
• Diagnosing, psychoanalytic response
• Prying-questioning response

33
STRATEGY PLANNING RELATIONSHIP BUILDING ORGANIZATIONAL SKILLS MANAGEMENT CO-OPERATIVE DEVELOPMENT
Strategic Planning Community Development Organizational Governance Basics of a Co-operative
Proposal Writing Public Participation Board Orientation Co-operatives and the Community Development Process I
Project Management Alternative Dispute Resolution Meeting Management Co-operative and the Community Development Process II
Opportunity Identification Group Dynamics Leadership and Motivation
Opportunity Management Interpersonal Communications
Communications Planning
Legal Issues
34
Conclusion and Evaluation

• Review objectives
• Review any additional expectations
• Review Parking Lot
• Point out Certificates of Participation
• Complete evaluation
• Thank you!

Community Capacity Building Program
www.intrd.gov.nl.ca/intrd/regionaldev/capacitybui
lding.html