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Why are people skills important in delivering company objectivesInterpersonal Skills and
Communication
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People behind Processes
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Technical and behavioural competence
Technical
Plate-making
Colour management
MIS System
Accounts
Marketing
Finance
HR
Customer Service
Behavioural
Customer Focus
Communicating Openly
Working as One Team
Creating Improvements
Driving Results and Performance
Leadership
Developing Self and Others
Flexibility and Adaptability
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Communication is Key
There are 3 basic types of communication:
• words (7%)• tone of voice (38%)• body language (55%)
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Listening
• You• Your ears• Your eyes• Your heart• Your undivided
attention
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Feedback
Giving and receiving feedback is a skill and
fundamental to effective communication
• Positive Feedback• Negative Feedback• Constructive Feedback• Destructive Feedback
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Influencing
Stating Opinions
Expressin
g Feelings List
enin
g
Asking
Questions
Disclosing
Changing to suit othersPutting
self down
Avoiding
Light put
downsA
ttac
king
Ignoring
Asserting
PullPush
Aggressive –“I don’t respect you”
Passive –
“I don’t respect
me”
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Questioning SkillsFrom an early age we are encouraged to give
answers but rarely taught how to phrase and ask
questions:• Closed• Open• Follow up• Take a guess• Hypothetical• Either/Or• Reflective• Find the priority
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Berne-Transactional Analysis
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Adair
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Tuckman-Stages in Group Development
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Belbin- Team Roles
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Honey and Mumford - 4 Learning Styles
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Personal Development
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Syndicate Work-15mins
• Please discuss potential barriers to communication in business
Think outside the box!