Interpersonal

Communication

1.1

Introductions and Greeting Friends and

Strangers
a)
Some forms of greetings
depending on the setting (formal or
informal)
how well you know somebody, different
forms of greetings and responses may be
used

b)Introducing yourself
initiating conversations with others will
help us meet more people and network
- self-introduction should be short,
enthusiastic and tell people who you are
- provide a little information about
yourself to help stimulate conversation

c)Introducing others
when introducing people, you need to be
honest and open and not hold back any of
your good feelings about them, so that you
promote them to each other

Prentice Hall Complete Business Etiquette

Handbook lists three time-tested tips:
- mention the name of the person of
authority
or importance, regardless of
gender, first
- you only have to say each persons name
once
- if you can, add some information about
each person

d)What to do when being introduced

Stand up.
Move toward the person, establish eye
contact, look pleasant or smile.
Greet the other person and repeat his/her
name which adds a touch of friendliness
and to show that you are interested.
Extend your hands for a handshake.

Stages in a Conversation

2.1 Introduction
stages in a conversation - opening, the
middle and the closing
opening and closing a conversation can
sometimes be difficult, especially if it is
between strangers
keeping a conversation going satisfactorily
also requires considerable skill and
sensitivity

2.2 Starting a Conversation

means coming up with an opening line or
icebreaker
the best kind of icebreaker is one that is
positive
a)Self-introduction
by introducing yourself, you have actually
started the ball rolling

b)Make a statement, or a statement followed

by a question
statements can be made about:
- the situation which may refer
- the weather or a current news event
- about the other person a compliment
is always a great icebreaker

questions can be asked about the other

person, the situation or current events exchange basic information
preferable to use open-ended questions
instead of a string of close-ended
questions, so as to encourage conversation
and greater self-disclosure

c)A pleasant self-disclosure

disclosure indicates some degree of trust
-too much self-disclosure too soon can have
a negative impact
give as much information as you receive
d)Offering help

2.3 Keeping a Conversation Going

a)Questions to draw the other person out
you should respond to their answers by
adding your personalized comments
do not go on and on about yourself
ask supplementary questions that relate to
the same topic
elaborate on what they just said and ask
them more about it

b)Have something interesting to talk about

a general knowledge on many topics
should also develop specialist and in-depth
knowledge in your area of work or study
be observant and attentive to the verbal
and visual cues sent out by others
be a good listener and cultivate an attitude
of respect and acceptance towards others

2.4 Ending a Conversation

end the conversation warmly so that both
parties feel good about the exchange that
has taken place
to break away without appearing rude, you
can offer an excuse, acknowledge the main
point of the others conversation and make
a rapport-building statement

Ways to Improve Your

Conversation Skills

3.1 Words and Phrases to Avoid

Slang
Foul language
Jargon
Pretentious language
Sexist language
Statements of disagreement that are rudely
expressed
References to someones race, class, ethnic
background or disability

3.2

Words and Phrases that Should Not Be

Forgotten
Name of the person to whom you are
speaking
Statements of agreement
Requests for advice or assistance
Statements or questions that refer to a
previous conversation or event

Expressing Politeness

a) Asking someone to do something or

suggesting he/she does something
rather than sounding arrogant or giving a
blunt order, use the following expressions
such as would you, could you, would
you mind, I suggest or may I suggest

b) Showing the speakers involvement

helpful to use inclusive language, that is,
include yourself in the task by using the
pronoun we or expressions such as I am
pleased, I hope, Id appreciate it or I
wonder whether

c) Saying Yes politely

you can say a yes which sounds like a
maybe or even a no (for example, Oh,
all right, Must I?) or you can say a yes
that might sound a bit too desperate

d) Saying Yes to a request

you should say:
Yes, certainly, Ill do it.
Of course, Ill help you.
e) Saying Yes to an offer or invitation

f) Saying No politely
it is important to try not to hurt the
other persons feelings too much
g) Giving positive criticism
there is a way to criticize someone that
allows the person being criticized to save
face

Telephone Conversations

5.1 Greetings
a) Answering a call
b) Making a call
c) Picking up second line

5.2 Taking Messages

Name of person caller is looking for
Name of caller
Contact number/s of caller
Date of call
Time of call
Brief message if any - caller may not want
to leave messages if it is private and
confidential. Do not insist on a message.

5.3 Leaving Messages

a)Leaving messages with a person
b)Leaving messages on an automated voice
system

5.4 During the Telephone Conversation

a) Nonverbal elements
besides the content of your spoken words,
take note of your voice quality, tone, rate,
volume and pitch
b) Poor connection

c)Are you there?

it is bizarre talking to someone who does
not indicate that he is listening or even
there
while listening offer encouraging
statements

d) Hanging up
after a pleasant conversation, it would be a
pity if the goodbye spoils it all