Human Relations and Communication
Human Relations
The term Human Relations refers to
relationships between people.
The relationship can be formal or informal,
close or distant, emotional or unemotional.
The Basics of Communicating
with others
Interpersonal communication skills are the tools
we use to let others know what we think, feel,
need, and want.
And they are how we let others know that we
understand what they think, feel, need, and
want.
What is communication?
Communication is the activity of conveying
information, thoughts, and ideas.
Communication requires:
a sender
a message
intended recipient / receiver
Includes both the spoken and written word
The communication process is complete once
the receiver has understood the sender.
Verbal Communication
Verbal Communication
Exchange of information using words.
Includes both the spoken or written word.
Nonverbal communication:
Sending and receiving
wordless messages
Expresses more of the meaning of a message
than verbal communication
Understanding the message
1. 7% by spoken word
2. 38% by the tone of the voice
3. 55% by body language
Types of nonverbal
communication
Humans pride themselves on their seemingly
unique ability to verbalize feelings and ideas.
While the mouth tells one story, gestures and
posture may tell a different story.
Gestures
1. Express variety of feelings
Contempt
Hostility
Approval
Affection
2. Can be used in addition to words
3. Differ by culture
Gestures should be observed in clusters to provide a more
accurate picture of person being observed
Each gesture is like a sentence
The sum total of postures and gestures relate a non-verbal
story
Behavioral scientists have found that some
basic communication gestures are universal
and believed to be inherent
Examples are: smiling, shrugging, nodding
Children tend to exaggerate these gestures
making their body language easy to read
Body Language and Posture
1. Unconscious barrier between you and the
receiver – crossing arms
2. Sign of disbelief - scratching the chin
3. Good health and positive attitude – shown by
erect posture
4. Fatigue -slumped posture
5. Angry - clenched fist
6. Anxiety - clearing the throat
7. Assertiveness - pointing finger
8. Boredom - leaning on one's elbow with the
chin in the hand
9. Boredom - wiggling a foot
10. Concealing something - no eye contact
11. Defiant - hands on hips
12. Dominance - sitting backwards on a chair
13. Doubtful - touching ear
14. Everything under control - thumbs in belt or
pants
15. Expectation - rubbing palms
16. Feeling superior - hands behind one's back
17. Guilt - lowering the eyes
18. Honesty - open palms occasionally touching
the chest
19. Impatience - tapping or drumming fingers
20. Insecurity - biting fingernails
21. Interest in someone or something - tilted
head
22. Lack of confidence - failing to look someone
in the eyes
23. Lying - touches face
24. Making a decision - stroking chin
25. Needing reassurance - hand to throat
26. Nervous - fiddling with items
27. Readiness - standing with hands on hips
28. Rejecting what is being said - rubbing nose
29. Unconcerned - leg swung over chair
30. Unwilling - arms crossed tightly across
chest
Facial Expressions
1. Most expressive part of the body
2. Seven universally accepted emotions shown
fear
anger
surprise
contempt
disgust
happiness
sadness
Eye Contact
1. Often initiates communication
2. Good contact means respect, a willingness to
listen, and to keep communication open
3. Looking away means anxiety,
defenselessness, or avoidance of
communication
4. Cultural Differences
a. view eye contact as an invasion of privacy
b. eye contact considered disrespectful
Object communication such
as clothing, hairstyles,
graphics, and symbols
Healthy people with good self-esteem pay
attention to dress and grooming
People feeling ill show much less interest in
appearance and dress
Touch
Multiple meanings
positive message: affirmation,
reassurance,
share warmth, approval and emotional support
negative message: anger, frustration,
punishment, invasion of personal space
Nonverbal
Communication Activity
Survey of Nonverbal Impressions
Photographs
Elements of effective
communication
The message must be clear
1. Use terms that the receiver can understand
2. Know the developmental level of the other
person and use language appropriate to that
level.
3. Deliver the message in a clear and concise
manner
Good grammar and correct pronunciation are
essential
Avoid slang terms, words with double
meanings, or meaningless phrases such as
“you know”, or “all that stuff”
The tone and pitch of voice are important
Do not speak too fast or too slowly
Written communication - the message should
be spelled correctly, contain correct grammar,
proper punctuation, and it should be concise.
4. The receiver must be able to hear and receive
the message
People may be heavily medicated, have a
hearing or vision loss, or speak a different
language
Use alternate ways to communicate such as
writing the message out, using an interpreter,
or repeating the message
5. The receiver must be able to understand the
message
Use terms the person understands
The person’s attitudes and prejudices may
interfere with understanding
Your own attitudes and prejudices may
interfere with understanding
6. Interruptions or distractions must be avoided
Trying to talk while answering the phone or
writing a message will decrease the
effectiveness of communication
Environmental factors may affect
communication, (e.g. uncomfortable
temperatures or loud noises such as a loud
TV or radio may interfere with
communication)
Conversation
1. Control the tone of your voice: convey interest
instead of boredom, patience rather than anger
2. Be knowledgeable about the topic of
conversation: be honest and confident
3. Be flexible: you may want to discuss a certain
subject and the other person wants to discuss
something else
4. Be clear and concise: stay on one subject at a
time
5. Avoid words that might have different
interpretations
6. Be truthful
7. Keep an open mind: others have valuable
contributions
8. Take advantage of available opportunities
Therapeutic communication
skills
Listening
Silence
Offering Self
Reflection
Encouraging elaboration
General leading statements
Giving information
Open ended questions
Listening
Active listening is a foundation communication
skill.
It is a primary assumption that the listener is
trying to understand the speaker’s point of
view or experience.
Key Tips for Active Listening
The following tips, though not always
possible in a given moment or place,
will aid our effort to hear and
understand what the speaker is saying.
Choose to listen
Be alert and relaxed and take sufficient time
Maintain eye contact
Indicate that you are paying attention to what the
other person is saying
Find a good space
Respond vs React
“Hear” as well as listen
Be patient
Learn
Be kind
Follow their lead
Listen for content and emotion
Ask questions
Silence
Take the time to wait for the person to initiate
or to continue speaking
Allow the person time to reflect on what has
been said and to collect thoughts
Offering Self:
Can I help
in some way?
Shows caring and concern
Shows readiness to help
Reflection: repeating
what the person has said
Validating the meaning of what was
communicated.
Encourages further verbalization
Encouraging Elaboration:
Tell me how that felt.
Used to elicit information about a subject
Helps the person clarify unclear thoughts or
ideas
General Leading
Statements:
Go on. I
see.
Used to get interaction started
Encourages the other person to continue or
elaborate
Giving Information
Informs the person of specific, relevant
information
Requires feedback to make sure the other
person receives the correct information
Open Ended Questions:
“
Tell
me about your day,” rather
than, “
How was your day?”
Encourages elaboration rather than a 1 or 2
word answer
Creates an inviting atmosphere for sharing
thoughts, and feelings
Non Therapeutic
Communication skills
Don’t use cliches – offers false reassurance
Don’t use questions beginning with why or how-
puts the other person on the defensive
Don’t keep changing the subject – indication of not
caring and ignoring the other person
Don’t use judgemental comments – belittles what
the other person is feeling
Communication Barriers
Anything that gets in the way of clear
communication.
Common Barriers:
Prejudices
Gender bias
Attitudes
Personality
Stereotypes
Cultural diversity
Physical Barriers
Subliminal Correspondence
Dear Dad,
$chool i$ really great. I am making lot$ of friend$ and
$tudying very hard. With all my $tuff, I $imply can’t think of
anything I need, $o if you would like, you can ju$t $end me a
card, a$ I would love to hear from you.
Love,
Your $on
---------------------------------------------------------------------
Dear Son,
I kNOw that astroNOmy, and ecoNOmics, and oceaNOgraphy are
eNOugh to keep even an hoNOr student busy. Do NOt forget
that the pursuit of kNOwledge is a NOble task, and you can
never study eNOugh.
Love,
Dad
Mobile Manners: Cell
Phone Etiquette
Etiquette
A set of rules we all agree to follow in order to
be considerate toward others
It is a question of awareness of how your
actions affect others.
Simple guidelines of common courtesy
Contribute to a more polite society
Just a matter of being considerate of others
The Simple Rules of
Etiquette
Modulate your voice.
Use your “inside voice”: a quiet conversational
tone.
There is no need to shout into or at a phone.
Cell phones have sensitive microphones that
can pick up a very soft voice while blocking
out ambient noise.
10-foot Proximity Rule
Maintain a distance of at least 10 feet from
the nearest person when taking on a cell
phone.
Don’t force others to overhear your personal
business.
Bystanders can hear the steady streams of
shocking and confidential revelations that are
blurted out by cell phone users.
Private issues should be kept private.
Forcing others to hear your phone
conversations is an intrusion on their thoughts.
Imposes, infringes, intrudes
Keep your conversation private.
Love the One You’re With
Avoid taking calls when you’re already
engaged in a face-to-face conversation.
Gives the impression that you do not value the
person in front of you
It is inconsiderate to take a call in the middle
of a conversation.
Never take a personal call during a business
meeting.
This includes interviews and meetings with
coworkers or subordinates
If you must take a call, ask permission of the
people with you.
The same principle applies when you are
ordering food.
Give the waiter your attention.
Don’t just point to a menu item and shake your
head.
The same set of rules for texting during face-
to-face
conversations – it is rude
Ear plugs
Many are near invisible
People cannot tell if you are talking to them,
someone on the cell, or your invisible friend
Keep it Short.
Keep public conversations brief.
You can get back to the caller when you’re not
in a public place.
Lights Out, Phones Off
Put your phone’s ringer on “silent” in theaters,
courtrooms, places of worship, and restaurants.
Don’t light up your phone’s screen in a dark
theater.
If you forget to turn your phone off or set it to
silent, don’t answer it if it rings – turn it off
immediately.
You can leave the room and return the call.
Just let the caller leave you a message, and get
back to them later.
No Talking Zones
Elevators, libraries, museums, restaurants,
cemeteries, theaters, medical offices, and enclosed
public spaces
Avoid annoying ring tones.
Not everyone appreciates hearing your
favorite song or obnoxious ringtones when
your phone signals that you have a call.
Programming your phone so that a caller will
hear a music selection instead of a simple ring
tone can be a source of aggravation to the
caller.
Keep it simple
Hang up and drive.
Multitasking isn’t always a good thing.
Most calls can wait until you’ve reached your
destination.
If the call is upsetting, it will affect your ability
to drive safely
Technology and manners are compatible.
Inform your friends that you have adopted
“Mobile Manners.”
Encourage them to do the same.
Time to put the words into
action…
Human relations pertain to relationships among individuals, whether formal or informal, emotional or unemotional. Effective communication involves conveying thoughts and understanding others. It includes verbal and nonverbal aspects, with nonverbal communication playing a significant role in message interpretation. Recognizing the importance of both verbal and nonverbal cues is crucial for successful interpersonal interactions.
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Presentation Transcript
Human Relations The term Human Relations refers to relationships between people. The relationship can be formal or informal, close or distant, emotional or unemotional.
The Basics of Communicating with others Interpersonal communication skills are the tools we use to let others know what we think, feel, need, and want. And they are how we let others know that we understand what they think, feel, need, and want.
What is communication? Communication is the activity of conveying information, thoughts, and ideas. Communication requires: a sender a message intended recipient / receiver
Includes both the spoken and written word The communication process is complete once the receiver has understood the sender.
Verbal Communication Exchange of information using words. Includes both the spoken or written word.
Nonverbal communication: Sending and receiving wordless messages Expresses more of the meaning of a message than verbal communication Understanding the message 1. 7% by spoken word 2. 38% by the tone of the voice 3. 55% by body language
Types of nonverbal communication
Humans pride themselves on their seemingly unique ability to verbalize feelings and ideas. While the mouth tells one story, gestures and posture may tell a different story.
Gestures 1. Express variety of feelings Contempt Hostility Approval Affection 2. Can be used in addition to words 3. Differ by culture Gestures should be observed in clusters to provide a more accurate picture of person being observed Each gesture is like a sentence The sum total of postures and gestures relate a non-verbal story
Behavioral scientists have found that some basic communication gestures are universal and believed to be inherent Examples are: smiling, shrugging, nodding Children tend to exaggerate these gestures making their body language easy to read
Body Language and Posture 1. Unconscious barrier between you and the receiver crossing arms 2. Sign of disbelief - scratching the chin 3. Good health and positive attitude shown by erect posture 4. Fatigue -slumped posture 5. Angry - clenched fist 6. Anxiety - clearing the throat 7. Assertiveness - pointing finger
8. Boredom - leaning on one's elbow with the chin in the hand 9. Boredom - wiggling a foot 10. Concealing something - no eye contact 11. Defiant - hands on hips 12. Dominance - sitting backwards on a chair 13. Doubtful - touching ear 14. Everything under control - thumbs in belt or pants
15. Expectation - rubbing palms 16. Feeling superior - hands behind one's back 17. Guilt - lowering the eyes 18. Honesty - open palms occasionally touching the chest 19. Impatience - tapping or drumming fingers 20. Insecurity - biting fingernails 21. Interest in someone or something - tilted head 22. Lack of confidence - failing to look someone in the eyes
23. Lying - touches face 24. Making a decision - stroking chin 25. Needing reassurance - hand to throat 26. Nervous - fiddling with items 27. Readiness - standing with hands on hips 28. Rejecting what is being said - rubbing nose 29. Unconcerned - leg swung over chair 30. Unwilling - arms crossed tightly across chest
Facial Expressions 1. Most expressive part of the body 2. Seven universally accepted emotions shown fear anger surprise contempt disgust happiness sadness
Eye Contact 1. Often initiates communication 2. Good contact means respect, a willingness to listen, and to keep communication open 3. Looking away means anxiety, defenselessness, or avoidance of communication 4. Cultural Differences a. view eye contact as an invasion of privacy b. eye contact considered disrespectful
Object communication such as clothing, hairstyles, graphics, and symbols Healthy people with good self-esteem pay attention to dress and grooming People feeling ill show much less interest in appearance and dress
Touch Multiple meanings positive message: affirmation, reassurance, share warmth, approval and emotional support negative message: anger, frustration, punishment, invasion of personal space
Nonverbal Communication Activity Survey of Nonverbal Impressions Photographs
Elements of effective communication The message must be clear 1. Use terms that the receiver can understand 2. Know the developmental level of the other person and use language appropriate to that level.
3. Deliver the message in a clear and concise manner Good grammar and correct pronunciation are essential Avoid slang terms, words with double meanings, or meaningless phrases such as you know , or all that stuff The tone and pitch of voice are important Do not speak too fast or too slowly Written communication - the message should be spelled correctly, contain correct grammar, proper punctuation, and it should be concise.
4. The receiver must be able to hear and receive the message People may be heavily medicated, have a hearing or vision loss, or speak a different language Use alternate ways to communicate such as writing the message out, using an interpreter, or repeating the message
5. The receiver must be able to understand the message Use terms the person understands The person s attitudes and prejudices may interfere with understanding Your own attitudes and prejudices may interfere with understanding
6. Interruptions or distractions must be avoided Trying to talk while answering the phone or writing a message will decrease the effectiveness of communication Environmental factors may affect communication, (e.g. uncomfortable temperatures or loud noises such as a loud TV or radio may interfere with communication)
1. Control the tone of your voice: convey interest instead of boredom, patience rather than anger 2. Be knowledgeable about the topic of conversation: be honest and confident 3. Be flexible: you may want to discuss a certain subject and the other person wants to discuss something else 4. Be clear and concise: stay on one subject at a time 5. Avoid words that might have different interpretations 6. Be truthful 7. Keep an open mind: others have valuable contributions 8. Take advantage of available opportunities
Therapeutic communication skills Listening Silence Offering Self Reflection Encouraging elaboration General leading statements Giving information Open ended questions
Listening Active listening is a foundation communication skill. It is a primary assumption that the listener is trying to understand the speaker s point of view or experience.
Key Tips for Active Listening The following tips, though not always possible in a given moment or place, will aid our effort to hear and understand what the speaker is saying.
Choose to listen Be alert and relaxed and take sufficient time Maintain eye contact Indicate that you are paying attention to what the other person is saying Find a good space Respond vs React Hear as well as listen Be patient Learn Be kind Follow their lead Listen for content and emotion Ask questions
Silence Take the time to wait for the person to initiate or to continue speaking Allow the person time to reflect on what has been said and to collect thoughts
Offering Self: Can I help in some way? Shows caring and concern Shows readiness to help
Reflection: repeating what the person has said Validating the meaning of what was communicated. Encourages further verbalization
Encouraging Elaboration: Tell me how that felt. Used to elicit information about a subject Helps the person clarify unclear thoughts or ideas
General Leading Statements: Go on. I see. Used to get interaction started Encourages the other person to continue or elaborate
Giving Information Informs the person of specific, relevant information Requires feedback to make sure the other person receives the correct information
Open Ended Questions: Tell me about your day, rather than, How was your day? Encourages elaboration rather than a 1 or 2 word answer Creates an inviting atmosphere for sharing thoughts, and feelings
Non Therapeutic Communication skills Don t use cliches offers false reassurance Don t use questions beginning with why or how- puts the other person on the defensive Don t keep changing the subject indication of not caring and ignoring the other person Don t use judgemental comments belittles what the other person is feeling
Communication Barriers Anything that gets in the way of clear communication. Common Barriers: Prejudices Gender bias Attitudes Personality Stereotypes Cultural diversity Physical Barriers
Subliminal Correspondence Dear Dad, $chool i$ really great. I am making lot$ of friend$ and $tudying very hard. With all my $tuff, I $imply can t think of anything I need, $o if you would like, you can ju$t $end me a card, a$ I would love to hear from you. Love, Your $on --------------------------------------------------------------------- Dear Son, I kNOw that astroNOmy, and ecoNOmics, and oceaNOgraphy are eNOugh to keep even an hoNOr student busy. Do NOt forget that the pursuit of kNOwledge is a NOble task, and you can never study eNOugh. Love, Dad
Mobile Manners: Cell Phone Etiquette
Etiquette A set of rules we all agree to follow in order to be considerate toward others It is a question of awareness of how your actions affect others. Simple guidelines of common courtesy Contribute to a more polite society Just a matter of being considerate of others
The Simple Rules of Etiquette Modulate your voice. Use your inside voice : a quiet conversational tone. There is no need to shout into or at a phone. Cell phones have sensitive microphones that can pick up a very soft voice while blocking out ambient noise.
10-foot Proximity Rule Maintain a distance of at least 10 feet from the nearest person when taking on a cell phone. Don t force others to overhear your personal business. Bystanders can hear the steady streams of shocking and confidential revelations that are blurted out by cell phone users. Private issues should be kept private. Forcing others to hear your phone conversations is an intrusion on their thoughts. Imposes, infringes, intrudes Keep your conversation private.
Love the One Youre With Avoid taking calls when you re already engaged in a face-to-face conversation. Gives the impression that you do not value the person in front of you It is inconsiderate to take a call in the middle of a conversation. Never take a personal call during a business meeting. This includes interviews and meetings with coworkers or subordinates
