Chapter 5

Interpersonal Communication

Appropriate Tone

• Tone is the mood that you

verbally or nonverbally create.

• It’s not what you say but the way

you say it.

Aggressive Tone

• Sometimes referred to as “pushy”

or “brash”

• Cares little about feelings

• “my way or the highway” attitude

• Intimidating or manipulating

A Nonassertive Tone

• Shows lack of action or energy

• Shows a lack of confidence

• Can be misinterpreted as a lack

of involvement or boredom.

Assertive Tone

• This is the middle ground btw

aggressive and nonassertive.

• Direct, yet tactful

• Considerations that go along with

being assertive…

• Location

• Timing

• Intensity

• Relationships

• Warm, friendly voice

• Use respectful words

• Calm relaxed appearance

• Positive nonverbal signals

• Direct, yet nonthreatening eye

contact

Section 2

People Skills

Making Introductions

• Making people feel comfortable is

easier if they know a bit about

who is around them.

• Stop what you are doing

• Be friendly

• Address everyone by name

• State what you are doing

• Introduce others

• Ask a question or make a

comment to get others talking

• Work to make everyone feel

included

Effective Participation in

Conversations

Conversation, or dialogue, is the

oral exchange of thoughts and

feelings involving two or more

people.

Conversation Killers

• Talking too much.

• Talking too little

• Interrupting Others

Criticism

• An evaluation or judgment

• Constructive and Destructive

Constructive

Language • …show more

incentive.”

• …pay greater

attention to detail.”

• … value punctuality

more.”

• …work to improve

your skills.”

“I’d like

for you

to…

Destructive

Language • “You’re lazy!”

• “You’re so careless

and sloppy!”

• “You’re never on

time!”

• “You make far too

many mistakes!”

Offering Criticism

• View it as a way of encouraging

someone to improve.

• Be assertive

• Convey a constructive

interpersonal communication

attitude.

Receiving Criticism

• Maintain your composure

• Allow others to finish what they have to

say.

• Don’t interrupt

• Be a good listener

• Ask questions

• Thank the person for his/her thoughts and

observations.

Giving Clear and Accurate

Directions

• Clear

• Complete

• Concise

• Considerate

Building Relationships

• Always consider protocol,

customs, and established ways of

doing things.

• Dignity and Respect are of the

utmost importance.

Know who you are dealing with

(sample of a protocol manual) • Do not mimic Italians’ hand gestures.

• Arrive on time for business meetings with

Germans.

• Keep your suit jacket on when dining with

the French.

• Be reserved about touching or

demonstrating affection with the British.

• Try to bow at a 15 degree angle when

meeting Japanese delegates.

• Make eye contact when you shake hands

with Americans

• Do not shake hands or exchange greetings

with the Russians in doorways, as they

believe it is bad luck.