INTERPERSONAL

SKILLS

SUBMITTED TO:
PROF. CARLOS H. LUIS

SUBMITTED BY
SURAJ SHELAR

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INTERPERSONAL SKILLS

Interpersonal skills are the skills that a person uses to interact with other people.
Interpersonal skills are sometimes also referred to as people skills or communication skills.
Interpersonal skills involve using skills such as active listening and tone of voice, they include
delegation and leadership. It is how well you communicate with someone and how well you
behave or carry yourself. Also they help people further their careers.

Interpersonal skills refer to mental and communicative algorithms applied during social
communications and interaction to reach certain effects or results. The term "interpersonal skills"
is used often in business contexts to refer to the measure of a person's ability to operate within
business organizations through social communication and interactions. Interpersonal skills are
how people relate to one another.

Interpersonal skills are all the behaviors and feelings that exist within all of us that
influence our interactions with others. Whether we are shy or bold, quiet or passive, domineering
or cooperative are all different examples of characteristics of interpersonal skills. How do we
develop our interpersonal skills? We dont really at least not consciously. These skills are
learned from watching our parents, the television and our peers. Children imitate in an attempt to
learn. Most of what we believe to be true about ourselves and the world around us, we do not
stop and examine. It is only when problems arise that we are given a glimpse into our
interpersonal skills and the potential for change that exists.

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TYPES OF INTERPERSONAL SKILLS

Assertiveness
Dealing with Aggression
Listening Skills
Counseling Skills
Stress Management
Confidentiality
Group Working
Negotiation
Problem Solving
Decision Making

Assertiveness:

To be assertive is to understand that everyone has basic human rights that should be
respected and upheld. Responding passively allows such rights to be neglected or ignored. In
contrast, when behaving aggressively, the rights of others are abused.
An individual's assertive rights will include the following:
The right to feelings, opinions and values.
The right to express what I want or how I feel.
The right to change my mind.
The right to make decisions.
The right to say I don't know and I don't understand.
The right to say no without feeling bad or guilty.
The right to be non-assertive.
The right to be myself.
The right to privacy, to be alone and independent.

Dealing with Aggression:

Although aggression appears easy to recognize, defining it proves more difficult. The
difficulty appears to lie in distinguishing between acceptable aggressive behavior which can
occur when individuals are angry or frustrated, and violence, which involves the use of physical
force and inflicts damage or injury to a person or property. Moyer (1976) argues that aggression
may be no more than verbal or symbolic, but violence denotes, a form of human aggression that
involves inflicting physical damage on persons or property. This Unit is based on Moyers

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definition and will not directly deal with physical violence.
Humanistic psychologists such as Maslow (1968) have made this distinction by classing
aggression as:
Natural or positive aggression which is aimed largely at self-defense, combating
prejudice or social injustice, or
Pathological aggression which results when an individuals inner nature has become
twisted or frustrated.

Listening skills:

Hearing is not listening. Hearing refers to the sounds that you hear, whereas listening
requires more than that, it requires focusing on the whole of your client. It means paying
attention not only to the story, but how it is told, the use of language and voice, and how the
client uses his/her body. In other words, it means being aware of both verbal and non-verbal
messages. Your ability to listen effectively depends on the degree to which you perceive and
understand these messages.
A good listener will listen not only to what is being said, but to what is left unsaid or only
partially said. Listening involves observing body language and noticing inconsistencies between
verbal and non-verbal messages.

Counseling skills:

The term 'counseling' can be very confusing as it has a different meaning for different
people. This is hardly surprising when the Concise Oxford Dictionary (9th Edition) gives at least
two definitions of counseling, which appear to be conflicting:
give advice to (a person) on social or personal problems, especially professionally.
and

The process of assisting and guiding clients, especially by a trained person on a

professional basis, to resolve especially personal, social, or psychological problems and
difficulties.

Stress Management:

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 Whether it be in your voluntary placement or at work, it is now becoming more important
than ever to recognize causes of stress in the workplace. Employers have a legal responsibility
to recognize and deal with stress in the work place so that employees do not become physically
or mentally ill.

It is important to tackle the causes of stress in the workplace as it can lead to problems for
the individual, working relationships and the working environment.

Avoiding Stress:

Learn to recognize when you are stressed: Knowing what is likely to cause stress can
help avoid such things in the future.
Time management: Effective time management allows the amount of work taken on to
be regulated, reduces the uncertainty of not having enough time to complete everything
and allows for the planning of time off periods in which to relax.
Reduce the demands on yourself: Do not over-commit yourself and be prepared to say
no if the load is too great.
Ensure that you get enough fun out of life: Allow time in the day for doing something
that gives you pleasure.
Positive thinking: Do not dwell on failures and reward yourself for any success you
achieve. Accept that everyone has limits and cannot succeed at everything. Reflect on
what you have achieved.
Practice assertiveness: Asserting yourself in a positive, non-threatening way can help to
combat stress.
Look after your physical well-being: People are much more able to cope with stress
when their bodies are healthy. Poor health in itself is a major source of stress.
Seek support from others: Do not try to cope with problems alone. Having someone to
share your problems can greatly help to off load the stress.

Confidentiality:

Confidentiality involves many grey areas when it comes to defining standards and
responsibilities. You may have already found this out for yourself in your role. What should you
tell and to whom? When should you break the rules? Who takes responsibility for decisions
surrounding confidentiality in your organization?

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 Group Working :

We can say that at base working with groups involves engaging with, and seeking to
enhance, interactions and relationships within a gathering of two or more other people.

Group work provides a context in which individuals help each other; it is a method of
helping groups as well as helping individuals; and it can enable individuals and groups to
influence and change personal, group, organizational and community problems.

Negotiation:

Negotiation is a method by which people settle differences. It is a process by which

compromise or agreement is reached while avoiding argument. In any disagreement, individuals
understandably aim to achieve the best possible outcome for their position/clients or the
organization they represent. However, the principles of fairness, seeking mutual benefit and
maintaining a relationship are the keys to a successful outcome.

Problem Solving:

Problem solving is a mental process and is part of the larger problem process that
includes problem finding and problem shaping. Considered the most complex of all intellectual
functions, problem solving has been defined as higher-order cognitive process that requires the
modulation and control of more routine or fundamental skills. Problem solving occurs when an
organism or an artificial intelligence system needs to move from a given state to a desired goal
state.

Stages of Problem Solving:

Effective problem solving usually involves a number of broad stages:

Stage 1: Identification: Detecting and recognizing that there is a problem; identifying the nature
of the problem; defining the problem.
Stage 2: Structuring: A period of observation, careful inspection, fact finding and developing a
clear picture of the problem.
Stage 3: Looking for Possible Solutions: Generating a range of possible courses of action, but
with little attempt to evaluate them at this stage.

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Stage 4: Making a decision: A methodical analysis of the relative merits of the different
possible courses of action and selecting a solution for implementation.

Stage 5: Implementation: Accepting and carrying out the chosen course of action. Following
implementation, a final stage of monitoring and seeking feedback is usually included.

Stage 6: Monitoring/Seeking Feedback: Reviewing the outcomes of problem solving over a

period of time, including seeking feedback as to the success of the outcomes of the chosen
solution.

Decision Making:

In its simplest sense, decision making is the act of choosing between two or more courses
of action. However, it must always be remembered that there may not always be a 'correct'
decision among the available choices. There may have been a better choice that had not been
considered, or the right information may not have been available at the time.

WAYS TO IMPROVE INTERPERSONAL

SKILLS

Smile
Be appreciative
Pay attention to others
Practice active listening
Bring people together
Resolve conflicts
Communicate clearly
Humor them

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 See it from their side
Don't complain

Smile:

Few people want to be around someone who is always down in the dumps. Do your best
to be friendly and upbeat with your coworkers. Maintain a positive, cheerful attitude about work
and about life. Smile often. The positive energy you radiate will draw others to you.

Be appreciative:

Find one positive thing about everyone you work with and let them hear it. Be generous
with praise and kind words of encouragement. Say thank you when someone helps you. Make
colleagues feel welcome when they call or stop by your office. If you let others know that they
are appreciated, theyll want to give you their best.

Pay attention to others:

Observe whats going on in other peoples lives. Acknowledge their happy milestones,
and express concern and sympathy for difficult situations such as an illness or death. Make eye
contact and address people by their first names. Ask others for their opinions.

Practice active listening:

To actively listen is to demonstrate that you intend to hear and understand anothers
point of view. It means restating, in your own words, what the other person has said. In this way,
you know that you understood their meaning and they know that your responses are more than
lip service. Your coworkers will appreciate knowing that you really do listen to what they have to
say.

Bring people together:

Create an environment that encourages others to work together. Treat everyone equally,
and don't play favorites. Avoid talking about others behind their backs. Follow up on other

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people's suggestions or requests. When you make a statement or announcement, check to see that
you have been understood. If folks see you as someone solid and fair, they will grow to trust you.

Resolve conflicts:

Take a step beyond simply bringing people together, and become someone who resolves
conflicts when they arise. Learn how to be an effective mediator. If coworkers bicker over
personal or professional disagreements, arrange to sit down with both parties and help sort out
their differences. By taking on such a leadership role, you will garner respect and admiration
from those around you.

It is generally understood that communicating respect for other people or professionals

within will enable one to reduce conflict and increase participation or assistance in obtaining
information or completing tasks. Having positive interpersonal skills increases the productivity
in the organization since the number of conflicts is reduced.

Communicate clearly.

Pay close attention to both what you say and how you say it. A clear and effective
communicator avoids misunderstandings with coworkers, colleagues, and associates. Verbal
eloquence projects an image of intelligence and maturity, no matter what your age. If you tend to
blurt out anything that comes to mind, people wont put much weight on your words or opinions.

Humor them:

Dont be afraid to be funny or clever. Most people are drawn to a person that can make
them laugh. Use your sense of humor as an effective tool to lower barriers and gain peoples
affection.

See it from their side (Empathy):

Empathy means being able to put yourself in someone elses shoes and understand how
they feel. Try to view situations and responses from another persons perspective. This can be

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accomplished through staying in touch with your own emotions; those who are cut off from their
own feelings are often unable to empathize with others.

Don't complain:

There is nothing worse than a chronic complainer or whiner. If you simply have to vent
about something, save it for your diary. If you must verbalize your grievances, vent to your
personal friends and family, and keep it short. Spare those around you, or else youll get a bad
reputation.

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SUMMARY

Good interpersonal skills prove useful in your professional life as well as your personal
life.

Showing respect and empathy for your partner will help to perform his role comfortably.

Helps to handle difficult people.

Helps convey your message effectively without misinterpretations.

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BIBLIOGRAPHY

Websites:

www.wikipedia.org

www.openlearn.open.ac.uk

www.interpersonal-skills.com

www.communication-skills.info

www.interpersonal-skills.net

www.emagister.co.uk

www.volstudy.ac.uk

Books:

Communication Skill for Effective Management

By: Dr. Anjali Ghanekar.

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THANK
YOU!!!

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