Business
Interpersonal Skills
Interpersonal skills refer to the ability to effectively communicate, collaborate, and interact with others. In a business setting, strong interpersonal skills are essential for building relationships, resolving conflicts, and fostering teamwork. These skills encompass verbal and nonverbal communication, active listening, empathy, and the ability to navigate diverse perspectives and personalities within the workplace.
Written by Perlego with AI-assistance
Related key terms
9 Key excerpts on "Interpersonal Skills"
eBook - ePub- Jeremy Stranks(Author)
- 2007(Publication Date)
- Routledge(Publisher)
Interpersonal Skills are an important feature of human behaviour. Everyone has their own particular set of Interpersonal Skills, characterized by features such as confidence in reaching decisions, the ability to motivate people and resolve conflicts amongst members of their group. People rely on these skills in order to be accepted in society and co-exist with others.Interpersonal Skills depend upon relationships between people which may take a variety of forms. They are affected by a number of factors, such as individual listening skills, confidence, respect for others, the amount of time people are prepared to share with each other and the ability to communicate well.Key points
- Important Interpersonal Skills include leadership, team work, the ability to make decisions and social skills where, for example, a group of people need to collaborate in project work.
- In particular, managers need to be capable of delegating and motivating their subordinates in all sorts of ways through the display of leadership and communication skills.
- Interpersonal Skills are based on the relationships between people which can take many forms from family relationships, friendships and partnerships.
- A number of theories of interpersonal relationships have been proposed in recent years including the social exchange theory, the equity theory and the concept of ‘socionomics’.
- Interpersonal Skills are very much connected with communication and understanding.
- There is a need for organizations to identify the extent of Interpersonal Skills required by people at different levels of the organization.
- Management styles are particularly important, together with the quality of leadership.
- Conflict is a situation which can arise as a result of both poor Interpersonal Skills and inadequate communication on the part of the parties concerned, and there is a need for some form of conflict resolution in these cases.
- There is a relationship between skills and accidents, particularly with respect to factors such as reaction time and the inability of some people to co-ordinate aspects of the work they undertake.
eBook - ePub- John Hayes(Author)
- 2002(Publication Date)
- Routledge(Publisher)
‘Interpersonal skill’ is one of a number of broadly similar terms that are sometimes used interchangeably. Other such terms include interactive skills, people skills, face-to-face skills, social skills and social competence.Argyle (1984) defines socially competent people as those who possess the skills necessary to produce desired effects on other people in social situations. These desired effects may include persuading somebody to work harder, make a purchase, make a concession in a negotiation, be impressed by one’s expertise or support one in a crisis.Honey (1988) offers a similar definition. He refers to interactive skills as the skills people use in face-to-face encounters to arrange their behaviour so that it is in step with their objectives. He emphasises the point that interactive skills have very little to do with being nice or winning friends unless these sorts of outcomes are encapsulated in the individual’s objectives.A common theme in these definitions is the ability to behave in ways that increase the probability of achieving desired outcomes. It therefore seems appropriate to define Interpersonal Skills as goal-directed behaviours used in face-to-face interactions in order to bring about a desired state of affairs.Approaches to the study of interpersonal interaction
The study of Interpersonal Skills and interpersonal relationships is multidisciplinary and, at one level, each discipline has tended to focus attention on different contexts and different kinds of relationship. In the management literature, relationships with bosses, subordinates, peers, customers and suppliers receive considerable attention whereas in the education literature, the focus is on the teacher-pupil relationship and in the social work literature, marital, family and similar relationships tend to be the focus of attention. Berscheid (1994) observes that this has led to a situation where the matrix of interpersonal relationship knowledge is fractured along the lines of relationship type. Even within the context of a particular relationship type, the study of Interpersonal Skills has been influenced by a rich array of conceptual approaches.
- Sally Everett, Nicola Cade, Abigail Hunt, Deborah Lock, Katie Lupton, Steve McDonald(Authors)
- 2020(Publication Date)
- SAGE Publications Ltd(Publisher)
13 Communication and Interpersonal Skill DevelopmentChapter learning objectives
By the end of this chapter you should be able to:- Understand the process of communication and recognise the link between Interpersonal Skills and communication.
- Feel confident in handling difficult conversations.
- Explain the importance of Interpersonal Skills.
- Develop strategies for managing your own emotions.
- Deliver and learn from constructive feedback.
Glossary
- Generalisation: when knowledge about a specific case (person, situation, group) is inferred to apply to wider populations
- Interpersonal Skills: social competencies relating to relationships between people.
- Self-awareness: being aware of your strengths, weaknesses, thoughts and beliefs. Understanding how others may perceive you.
- Stereotype: a fixed and often over-simplified idea or belief about what something or someone is like.
Introduction
The tourism, hospitality and events sectors are centred around people. To host or to be hospitable means to welcome, to be friendly, to offer generosity and warmth towards others. Central to hospitality and therefore to tourism, events and leisure is the ability to interact with others, to have good people skills, more commonly known as interpersonal and communication skills. The global nature of today’s markets and the importance of networking across global supply chains, partners and customers emphasises the importance of interpersonal and communication skills across all industries (Oxford Economics, 2012). The global reach of the THE sectors means organisations often have global workforces and therefore require employees who can interact with a variety of people from a range of demographics, backgrounds and cultures with varying needs and demands. Communication and Interpersonal Skills are in high demand by employers.The importance of people skills in tourism, hospitality and events
People skills comprise subjective and soft skills relating to the way we engage and interact with others. Service industries are being increasingly surpassed by ‘experiences’ involving the engagement of customers, ‘connecting them in a personal, memorable way’ (Pine and Gilmore, 2011: 5). The ability to create personal connections is a soft skill, along with being able to communicate effectively, demonstrate emotional intelligence, problem-solve and work as part of a team. Technological advances have been able to simulate many technical or hard skills previously delivered by people. Soft skills, however, are more difficult for computers to replicate and therefore increasingly valued by employers (Davidson, 2016). ‘[T]he rise of AI is only making soft skills increasingly important, as they are precisely the type of skills robots can’t automate’ (Petrone, 2019). Training for soft skills is the number one priority for executives, managers and talent developers (LinkedIn, 2018) with 57% of senior leaders believing soft skills are more important than hard skills (Petrone, 2019).
eBook - ePubUltimate Basic Business Skills
Training an Effective Workforce
- Christee Gabour Atwood(Author)
- 2009(Publication Date)
- Association for Talent Development(Publisher)
- Communication Skills
- Presentation Skills
- Basic Networking
- Conflict Management
The four modules in this section represent the Interpersonal Skills that equip employees to communicate effectively and address the challenges that arise with the diverse thinking of a well-balanced workplace.Innovative and exciting new ideas must be shared to become reality. Comments and suggestions need to be interpreted in the same positive spirit in which they are given. Effective networking to share best practices creates an even more motivated workforce that is able to apply lessons learned from both inside and outside its four walls.No one doubts the importance of Interpersonal Skills, but many think that these skills are inherent and do not need development. True professionals recognize the need for continual development of these abilities and strive to practice their Interpersonal Skills, improve communication methods, and apply the concepts of emotional intelligence, so they can help create a more cohesive workforce.What’s in Each Module?
In the module “Communication Skills,” participants assess their current skill level and determine areas for potential improvement. The session includes a segment on the practices of active listening, which outlines methods to overcome distractions and to interpret spoken and unspoken messages. This program also addresses how to send clear and concise messages, as well as how to align body language and tone with the message being communicated. Other segments include an introduction to the concept of emotional intelligence and an overview of methods to resolve communication challenges.“Presentation Skills” walks learners through the steps of designing and delivering presentations. The central theme of this workshop is to keep both the goal and the audience in mind when you create presentations. Also included is a segment on the elevator speech, a tool for those who need to learn how to condense messages into the most important points. The module also outlines tips and techniques for proper use of a frequently abused tool, the PowerPoint presentation.
eBook - ePub- Yvonne Gold, Robert A. Roth(Authors)
- 2013(Publication Date)
- Routledge(Publisher)
We will also help your understanding of how to apply communication skills to your interpersonal interactions, for whereas gaining insight is a personal matter, communicating with others is an interpersonal matter. The first area is focused on understanding, accepting and ‘getting along’ with yourself. The second focuses on understanding, accepting and getting along with others. Lastly, we will describe how to use your communication skills to be a more effective helper of others, illustrating how to fulfill this role as an essential part of the Interpersonal Support Strategy. Communication is of such importance that in our Professional Health Program we focus on these skills in several ways. We first provide training on the skills themselves, involving actual practice and interaction using the skills and getting feedback on how well you are able to use them. There is no substitute for this actual practical application through a carefully designed and well-implemented training program. In addition, we focus on the use of communication skills throughout the rest of the training. These skills are practiced and applied in virtually every aspect of our workshops. Essential Communication Skills In this section we will describe seven categories of essential communication skills. These skills apply to all three of the areas which we will be discussing in this and the next chapter: using communication for individual insight, using communication for interpersonal effectiveness and becoming an effective support person through communication skills. In addition, you will be introduced to other communication skills in each of the three areas. These skills will be more applicable to the area in which they are introduced. The skills we will look at in this section can be applied, and frequently are used, in each of the three areas
eBook - ePub- Nicola Davis, Alison C Clark, Martina O?Brien, Karen Sumpton, Caroline Plaice, Suzanne Waugh, Martina O?Brien, Martina O?Brien, Martina O?Brien(Authors)
- 2011(Publication Date)
- Learning Matters(Publisher)
- understand why it is so important for nurses to continually develop their Interpersonal Skills;
- understand the range of verbal and non-verbal cues that help us communicate effectively with each other;
- explore how developing Interpersonal Skills can help both the therapeutic relationship and working relationships.
Introduction
Case Study
Luca is just about to leave school and is considering his career options. He has found it stressful being at school because he feels quite shy and does not find it easy to socialise with strangers. Yet he imagines that he would like to do a job where he can help people. He goes to see the school careers adviser and discusses how he might overcome his shyness in order to be able to work effectively with other people. The careers advisor suggests that Luca joins a special interest group or even applies for a part-time job in a small shop. In this way, he might develop his ability to interact with other people.One of the most important key skills that all nurses need to develop is the ability to communicate effectively with all of the people with whom you work. This requires well-developed Interpersonal Skills (IPS). When you applied for your nursing course, you communicated with academic staff who wanted to know why you applied. You are now forging new working relationships during your studies with peers, staff and, most importantly, clients. This starts within theory modules, but will enter a new level when you go into practice, when you will be dealing with new working pressures.Nurses have a key co-ordinating role within healthcare and are frequently directly involved in the delivery of care. So how you interact with patients (service users or clients) is crucial to how the therapeutic relationship develops. Patients may very well judge nurses by how well they communicate. They quite rightly expect you to be approachable, friendly and able to communicate effectively with them. It can be a major source of complaint when you fail to communicate effectively. This is an expectation reinforced by the NMC, which recognises how important nurses’ behaviour is in all the work that they do.
- Deborah Britt Roebuck(Author)
- 2012(Publication Date)
- Business Expert Press(Publisher)
Chapter 2 Gaining Insight Into the Role of Interpersonal Communication Skills for Today’s Managerial LeadersAlmost all of us feel that we are effective communicators, and, if there is a communication breakdown, “others” are the problem. We typically think that we communicate at least as well, if not better than, everyone else. However, the vast majority of people who fail at work do so for one reason: they do not relate well to other people. A recent survey of 1400 corporate executives, employees, and educators across diverse market sectors, including financial, health care, technology, and manufacturing, found that 86 percent of the respondents blamed a lack of collaboration or ineffective communication for workplace failures.1 It seems, more often than not, the interpersonal aspect of communication stands in the way rather than someone’s inability to deliver an accurate message. Ineffective interpersonal communication may lead individuals to- Dislike each other
- Be offended by each other
- Lose confidence in each other
- Refuse to listen to each other
- Disagree with each other
These interpersonal problems generally lead to restricted communication flow, inaccurate messages, and misinterpretations of meanings. In my research study of 88 managers, the number one problem they faced daily was miscommunication, as reflected by this statement from one of the respondents: “I think the most common communication problems revolve around a failure to be in sync with each other, generally due to personal and environmental factors that make it difficult to really hear what the other person is saying.” Clearly, this statement indicates that communication usually breaks down due to people issues.It’s difficult to think of any job in which communication is not vital for individual as well as organizational success. But you should not despair, because your communication style and behavior have been learned and thus you can change it if you are willing to do so. As a managerial leader, you should believe you can always grow and learn to be a better communicator, and, with that attitude, you will serve as an authentic role model for others.
eBook - ePubBecoming a Nurse
Fundamentals of Professional Practice for Nursing
- Derek Sellman, Paul Snelling, Derek Sellman, Paul Snelling(Authors)
- 2016(Publication Date)
- Routledge(Publisher)
The chapter is divided into three parts. In Part 1 an outline is offered of the importance of effective communication and Interpersonal Skills in relation to nursing practice. This is accompanied by a brief overview of the scope of the subject area.Part 2 provides a fuller explanation of the importance of nurses being effective in communication and Interpersonal Skills. A brief review of verbal and para-verbal aspects of communication is offered before explaining two aspects of building and maintaining the therapeutic relationship: (i) building and maintaining trust; and (ii) demonstrating respect, empathy and genuineness.In Part 3, a deeper exploration of communication and Interpersonal Skills is provided with an emphasis on some more advanced and complex aspects of developing and maintaining a therapeutic relationship. Some information relating to barriers to and disengaging from therapeutic relationships concludes the chapter.Part 1 Outlining Communication and Interpersonal Skills
Case 14.1Almira is a third-year student nurse working on a general medical ward in a small local hospital. Suzanne (Almira’s mentor) is a larger than life personality who was born and brought up in the local community. Almira finds Suzanne loud and a little overbearing with her unrestrained jollity, her tendency to stand a bit too close, and her (over) use of physical contact. Almira notices that Suzanne tends to call everyone (staff and patients) ‘pet’ and is surprised that no one seems to mind. Almira is not sure she likes being called pet, but she does not voice her objections because it seems to be accepted as part of the ward culture and, anyway, she is intimidated by Suzanne.The importance of developing communication skills
Stickley and Freshwater argue that ‘nursing involves the formation of a meaningful relationship through the development of an effective interpersonal process’ (2006, p. 13). They point out that a need for improvement remains despite emphasis placed on the importance of effective interpersonal and communication skills in nursing.
eBook - ePub- Ian Peate(Author)
- 2012(Publication Date)
- Wiley-Blackwell(Publisher)
Effective communication involves the use of many different skills. The Department of Health (2010), in its benchmark statement concerning communication, states that all practicable steps must be taken to communicate effectively with patients and their carers. The effectiveness of communication is mediated by intrapersonal, interpersonal and other factors. Interpersonal Skills are skills that are often learnt early on in life, during childhood, for example, and as we grow we tend to refine these skills. When practising nursing, however, these skills can mean the skills or techniques used by nurses in an attempt to produce therapeutic benefit during professional interactions with patients and others, as described above.Irurita (2000) has identified elements that are present within the helping relationship that patients value, including:- Genuineness
- Respect
- Being available
- Being honest
- Listening actively
- Being able to empathise.
A person cannot not communicate (Smith et al, 2011). Communication is the process of sending and receiving messages via symbols, words, signs, gestures or other actions such as cues.Figure 5.1 provides a diagrammatic representation of how the process of communication can work. Use of a model to describe communication is helpful, but it is also limited in its value because it does not include, and indeed cannot include, the context of care. There are many factors that can enhance/impinge on the nurse’s ability to communicate effectively with his or her patient.Figure 5.1 A model of communication.The person sending the message is called the sender; in some models of communication he or she is referred to as the source encoder. The source is concerned with the idea or the event; the receiver, or in some models the decoder, is the person receiving the message and he or she can receive this message through sight, sound or touch. Be aware, however, that the message sent may not be the message received. The three media mentioned here – sight, sound and touch – are also known as the channels through which the message is transmitted. Messages can contain overt and covert communications; although the sender may be aware of the overt meaning of the message, he or she may not be aware of its covert meaning.
Index pages curate the most relevant extracts from our library of academic textbooks. They’ve been created using an in-house natural language model (NLM), each adding context and meaning to key research topics.
