Chapter 5: HUMAN RELATIONS SKILLS AND EFFECTIVE COMMUNICATION

5.1 Human Relations in the workplace

  • Relationships, dealings as well as interactions among individuals.
  • Human relations skills determine every aspect of one’s life.
  • Human relations skills have a huge impact on others.

The Importance to the Workplace

  • Positive relationships which lead to better work relationships
  • Higher productivity
  • More information sharing
  • Strong work culture
  • Less work conflict

Challenges in Creating Positive Human Relations

  • Developing self awareness
  • Developing trust
  • Cultivating mutual trust
  • Developing team dynamics
  • Cultivating positive thinking

5.2 Effective Communication

Communication is the process of transferring information between two parties, and both parties agree on and understand the information shared.

Types of communication

Written Communication

  • Expresses the personality of the writer as well as the organization one represents and works with.
  • A factor to build a good relationship with others.

Oral Communication

  • Direct, simple and least expensive form of communication.
  • Allows for immediate feedback and spontaneous thinking.
  • Helps in avoiding delays, red tape and other formalities.
  • Conveys personal warmth and friendliness.

Non-verbal Communication

  • Adds additional information and clues to oral communication messages.
  • It reveals who we are.
  • Assists us in creating and sustaining a quality relationship.
  • Non-verbal cues and signals convey different meanings in different cultures and countries.

5.3 Communication styles

Types of communication style

  • Passive style
  • Aggresive style
  • Assertive style
  • Passive aggresive style

5.4 Listening skills

  • Ability to listen attentively will allow for the message to be understood better and not be misinterpreted.
  • Eliminates communication breakdown.

Tips to Be an Active Listener

  • Maintain eye contact
  • Do not interrupt
  • Practise empathy
  • Remove distractions
  • Give feedback
  • Ask questions

5.5 Communication Etiquette

Email etiquette

  • Response time
  • Simple and precise
  • Attachments and information
  • Request,not demand
  • Do check and recheck

Telephone etiquette

  • Response time
  • Respect others
  • Voice
  • Focus

Texting etiquette

  • Abbreviations
  • Your tone
  • Never send bad news via text
  • Respect people around you
  • Just for information