Interpersonal Communications

Introduction to Interpersonal Communication

• Elements of interpersonal communication processes – sender, receiver, message, feedback.
• Barriers to communication.
• Characteristics of effective communication: open, supportive, positive, understanding.
• Importance of common courtesies.
• Warmth, respect, empathy.
• Appropriate use of humour.
• Communicating with people who speak a different language from yours.
• What a caring response looks like.
• Differentiating between caring and non-caring communications in a variety of job related situations.

Knowledge of Self

• Interrelationship between self-concept, self-esteem and interpersonal communications.
• Recognizing how perception influences one’s reality and experience of situations.
• Societal, cultural and experiential influences on perceptions and self-concept.
• Using self-reflection to determine one’s choices and patterns of communications.

Non-Verbal Communication

• Gestures, postures, facial expressions.
• Use of space.
• Use of objects.
• Positioning of self in relation to the other person.
• Tone and volume of speech.
• Non-language sounds.
• Personal choices and what these communicate.
• Appropriate and caring use of touch.
• Reflecting on one’s own non-verbal communications.
• Being attuned to the non-verbal communications of clients/residents and others.

Responding to Others

• Non-verbal listening skills.
• Using open-ended questions.
• Using paraphrasing/perception checking.
• Listening & responding empathically.

Conflict Management and Resolution

• Value of conflict in interpersonal relations.
• Applying skills (e.g. listening and responding skills) to defuse anger and conflict.
• Assertive communications: assertive vs. aggressive responses.
• How and when to say “no”.
•  Factors that signal it’s time to remove self from a situation.

Multiculturalism and Diversity

• Race, ethnicity and culture.
• Diversity of backgrounds.
• Generational differences.
• Prejudice and discrimination.
• Effects of culture.
• Culture and family.
• Culture and religion.
• Appreciating diversity of backgrounds: generational differences.

• Culturally sensitive communication.