Interpersonal Skills

INTERPERSONAL SKILLS
IMTIAZ AZIZ
ASSISTANT PROFESSOR
& QUALITY ENCHANCEMENT CELL (QEC) LEAD
azizimtiaz@gmail.com
imtiaz.aziz@iqraisb.edu.pk
CLASS TIME AND PLACE

WEDNESDAYS 1:15 PM – 2:45PM LR 17
THURSDAYS 11:10 AM – 12:40 PM LR 17
OFFICE HOURS: MONDAYS 2:00 – 4:00 PM
WEDNESDAYS 3:00 – 5:00 PM
OFFICE: MAIN BUILDING 2nd FLOOR NEXT TO P&D

DEPARTMENT
SESSION 01
INFORMATION ABOUT THE COURSE
• INTERACTIVE
• EXECUTIVES ARE MEMBERS OF
INTERPERSONAL SKILLS COMPANY
• INSTRUCTOR IS THE FACILITATOR
• INTRODUCTIONS
2
SESSION 01
• WHO ARE WE?
• WHY ARE WE HERE?
• WHAT WE ALL WANT TO ACHIEVE?
• ELECTION OF CLASS REPRESENTATIVE (CR)
• CR IS THE CHIEF EXECUTIVE OFFICER (CEO) OF
INTERPERSONAL SKILLS COMPANY
• CREATING 4 COMPANIES: NORTH, SOUTH, EAST &
WEST
• ELECTION OF CEOs FOR 4 COMPANIES
3
SESSION 01
STRUCTURE FOR THE COURSE
• 13 TOPICS
• 2 ONE-TO-ONE MEETINGS WITH THE INSTRUCTOR
(5+5) 10%
• HOME WORK: 5 ASSIGNMENTS (3+3+3+3+3) 15%
• 2 PROJECTS WITH SOCIAL RESPONSIBILITY
COMPONENT (5+5) 10%
• MID-TERM EXAMINATION (25) 25%
• FINAL SOCIAL EVENT (10) 10%
• FINAL EXAMINATION (30) 30%
4
SESSION 01
TOPICS COVERED DURING THE COURSE
• DEFINITIONS, BASIC CONCEPTS, KEYWORDS

• INTELLIGENCE QUOTIENT AND EMOTIONAL QUOTIENT AND
THE SPIRITUAL BOND BETWEEN THEM
• BEHAVIOUR AND ATTITUDE
• VERBAL COMMUNICATION VERSUS NON-VERBAL
COMMUNICATION
• LISTENING SKILLS
• CUSTOMER SERVICE
• HANDLING CRITICISM
5
SESSION 01
TOPICS COVERED DURING THE COURSE
• CONFLICTS AND CONFLICT RESOLUTION

• NEGOTIATION AND TEAMWORK
• FACILITATION
• PROBLEM-SOLVING
• DECISION-MAKING
• ASSERTIVENESS AND CONFIDENCE
6
SESSION 01/02
• KEYWORDS
ACTIVE LISTENING; BEHAVIORAL; CARING;
COLLABORATION; COMFORTING;
COMMUNICATION; CONFLICT MANAGEMENT;
CONFLICT RESOLUTION; CONSULTING;
CONSTRUCTIVE CRITICISM; COUNSELING;
CREATIVE THINKING; CUSTOMER SERVICE;
DEVELOPING RAPPORT; DIPLOMACY; DIVERSITY
7
SESSION 01
• KEYWORDS
EMPATHY; ENCOURAGING; FLEXIBILITY; GROUP
FACILITATING; HELPING OTHERS; HUMOR;
INQUIRY; INSPIRING TRUST; INSTRUCTING;
INTERVIEWING; INTUITION; LEADERSHIP;
LISTENING; MEDIATING; MENTORING;
MOTIVATION
8
SESSION 02
• KEYWORDS
ACTIVE LISTENING; BEHAVIORAL; CARING;
COLLABORATION; COMFORTING;
COMMUNICATION; CONFLICT MANAGEMENT;
CONFLICT RESOLUTION; CONSULTING;
CONSTRUCTIVE CRITICISM; COUNSELING;
CREATIVE THINKING; CUSTOMER SERVICE;
DEVELOPING RAPPORT; DIPLOMACY; DIVERSITY
9
SESSION 02
• KEYWORDS
NEGOTIATING; NETWORKING; NONVERBAL
COMMUNICATION; PATIENCE; PERSUASIVE;
POSITIVE REINFORCEMENT; PROBLEM SOLVING;
PUBLIC SPEAKING; RELATIONSHIP
MANAGEMENT; RESPECT; RESPONSIBILITY;
SENSITIVITY; STAKEHOLDERS; SYMPATHY; TEAM
BUILDING; TEAMWORK; TOLERANCE; VERBAL
COMMUNICATION
10
SESSION 02
• DEFINITIONS OF INTERPERSONAL SKILLS
INTERPERSONAL SKILLS ARE THE LIFE SKILLS WE USE
EVERY DAY WHEN WE COMMUNICATE AND INTERACT
WITH OTHER PEOPLE, BOTH INDIVIDUALLY AND IN
GROUPS.
INTERPERSONAL SKILLS ARE THE SKILLS USED BY A
PERSON TO INTERACT WITH OTHERS PROPERLY. IN THE
BUSINESS DOMAIN, THE TERM GENERALLY REFERS TO
AN EMPLOYEE'S ABILITY TO GET ALONG WITH OTHERS
WHILE GETTING THE JOB DONE.
11
SESSION 02
• DEFINITIONS OF INTERPERSONAL SKILLS
INTERPERSONAL SKILLS ARE THOSE PERTAINING
TO RELATIONSHIPS WITH PEOPLE
INTERPERSONAL SKILLS ARE THE SKILLS YOU
USE TO INTERACT WITH PEOPLE AND
COMMUNICATE
12
SESSION 03
REVIEW OF WEEK 1
ONGOING DISCUSSION OF TOPIC 1
13
SESSION 04
COMPLETING DISCUSSION OF TOPIC 1
ASSIGNMENT 1: PERSONAL PROFILE
DUE ON WEDNESDAY FEBRUARY 01, 2017
1 TO 1 MEETINGS
14
SESSION 04
IN HEADER – PICTURE, CONTACT INFORMATION
IN MAIN BODY
• VISION – I envision to…
• MISSION – My mission in life…
• VALUES – I live my life by values such as…
• OBJECTIVES – My objectives in life 1, 2, 3, …
• SERVICES – As an executive I provide services such as 1,
2, 3, …
• RESOURCES – For providing the services I have these
sources. 1, 2, 3, …
15
SESSION 05
REVIEW OF WEEK 2
ONE-TO-ONE MEETINGS
TOPIC 2: INTELLIGENCE QUOTIENT AND
EMOTIONAL QUOTIENT AND THE SPIRITUAL
BOND BETWEEN THEM
16
SESSION 05
WHAT IS INTELLIGENCE?
• THE ABILITY TO ACQUIRE AND APPLY
KNOWLEDGE AND SKILLS
• THE COLLECTION OF INFORMATION OF … OR
… VALUE
17
SESSION 05
WHAT IS INTELLIGENCE QUOTIENT
A NUMBER REPRESENTING A PERSON'S
REASONING ABILITY (MEASURED USING
PROBLEM-SOLVING TESTS) AS COMPARED TO
THE STATISTICAL NORM OR AVERAGE FOR
THEIR AGE, TAKEN AS 100
18
SESSION 05
WHAT ARE EMOTIONS?
EMOTIONS ARE STATES OF FEELING THAT RESULT IN
PHYSICAL AND PSYCHOLOGICAL CHANGES THAT
INFLUENCE OUR BEHAVIOR
WHAT IS EMOTIONAL INTELLIGENCE?

THE CAPACITY TO BE AWARE OF, CONTROL, AND EXPRESS
ONE'S EMOTIONS, AND TO HANDLE INTERPERSONAL
RELATIONSHIPS JUDICIOUSLY AND EMPATHETICALLY
19
SESSION 05
WHAT IS EMOTIONAL QUOTIENT?
THE LEVEL OF A PERSON'S EMOTIONAL
INTELLIGENCE, OFTEN AS REPRESENTED BY A
SCORE ON A STANDARDIZED TEST
20
SESSION 05
WHAT IS SPIRIT?
THE NONPHYSICAL PART OF A PERSON THAT IS THE SEAT
OF EMOTIONS AND CHARACTER; THE SOUL
WHAT IS SPIRITUAL INTELLIGENCE?

SPIRITUAL INTELLIGENCE IS A HIGHER DIMENSION OF
INTELLIGENCE THAT ACTIVATES THE QUALITIES AND
CAPABILITIES OF THE AUTHENTIC SELF (OR THE SOUL),
IN THE FORM OF WISDOM, COMPASSION, INTEGRITY,
JOY, LOVE, CREATIVITY, AND PEACE
21
SESSION 05
WHAT IS SPIRITUAL QUOTIENT?
THE SPIRITUAL QUOTIENT (SQ) IS THE SUM
OF OUR INTELLECTUAL QUOTIENT (IQ)
AND EMOTIONAL QUOTIENT (EQ)
22
SESSION 05
WHAT ARE DISEASES OF BODY?
FOR WHICH MEDICAL AND SURGICAL HELP ASKED
WHAT ARE DISEASES OF MIND?
PSYCHOSIS, NEUROSIS, MOOD DISORDERS
WHAT ARE DISEASES OF HEART?
PRIDE (TAKABBUR), GREED (HIRS), ENVY (HASAD),
LUST (SHAHWAT), BACKBITING (GHEEBAT),
STINGINESS (BOKHL), MALICE (KEENA)
23
SESSION 06
TOPIC 2 COMPLETION
24
SESSION 06
“OVER IT ARE NINETEEN (19) [POWERS].”
74:30
(THE MESSAGE OF THE QUR’AN BY MUHAMMAD ASAD).
25
SESSION 06
• ORGANIC FUNCTIONS (7)
– GRAVITATION, COHESION, REPULSION OF
NOXIOUS FOREIGN MATTER, ABSORPTION OF
BENEFICENT EXTERNAL MATTER, ASSIMILATION
OF NUTRIENTS, GROWTH, AND REPRODUCTION
• EXTERNAL PHYSICAL SENSES (5)
– SIGHT, HEARING, TOUCH, SMELL AND TASTE
26
SESSION 06
• INTELLECUTAL OR INTERNAL SENSES (5)
– PERCEPTION OF ISOLATED SENSE-IMAGES,
CONSCIOUS APPERCEPTION OF IDEAS, MEMORY OF
SENSE-IMAGES, MEMORY OF CONSCIOUS
APPERCEPTIONS, AND THE ABILITY TO CORRELATE
SENSE-IMAGES AND HIGHER APPERCEPTIONS
• EMOTIONAL POWERS (2) (HAVING ROOTS IN BOTH
EXTERNAL AND INTERNAL SENSES)
– DESIRE - LOVE
– AVERSION - HATE
27
SESSION 07
• REVIEW OF WEEK 3
• PRE-MIDTERM PROJECT DISCUSSION
• ONE-TO-ONE MEETINGS
• TOPIC 3: ATTITUTE & BEHAVIOUR
28
SESSION 07
WHAT IS ATTITUDE?
A SETTLED WAY OF THINKING OR FEELING ABOUT
SOMEONE OR SOMTHING.
A PREDISPOSITION OR A TENDENCY TO RESPOND

POSITIVELY OR NEGATIVELY TOWARDS A CERTAIN
IDEA, OBJECT, PERSON OR SITUATION.
29
SESSION 07
FACTORS INFLUENCING ATTITUDE:
• BELIEFS, IDEAS, VALUES, AND PERCEPTIONS
• FAMILY
• SOCIETY
• POLITICAL
• ECONOMIC
30
SESSION 07
STRUCTURE:
COGNITIVE, AFFECTIVE, BEHAVIORAL
FUNCTION:
GENERAL APPROACH OR AVOIDANCE; ORGANIZE AND
INTREPRET NEW INFORMATION; HELP PEOPLE
PROTECT THEIR SELF-ESTEEM, USED TO EXPRESS
VALUES OR BELIEFS
31
SESSION 07
FORMATION:
LEARNING
CHANGE
PERSUASION - EMOTION BEING A COMMON
COMPONENT
32
SESSION 07
WHAT IS BEHAVIOUR?
THE WAY IN WHICH ONE ACTS OR CONDUCTS ONESELF
ESPECIALLY TOWARD OTHERS.
THE ARRAY OF EVERY PHYSICAL ACTION AND

OBSERVABLE EMOTION ASSOCIATED WITH
INDIVIDUALS.
HOW A PERSON ACTS IN RESPONSE TO A SITUATION OR

STIMULUS
33
SESSION 07
DRIVEN BY:
AGE, GENETICS, THOUGHTS AND FEELINGS
DEPENDS ON:
GENETICS, SOCIAL NORMS, CORE FAITH,
ATTITUDE
34
SESSION 07
ACCEPTABLE ATTITUDE - POSITIVE
UNACCEPTABLE ATTITUDE - NEGATIVE
ACCEPTABLE BEHAVIOUR - POSITIVE

UNACCEPTABLE BEHAVIOUR - NEGATIVE
35
SESSION 07
WHAT TO DO TO CHANGE NEGATIVE INTO
POSITIVE?
MEDITATION
SELF-REFLECTION
INTROSPECTION
WORKING ON YOURSELF
COMPANY OF PEOPLE WITH POSITIVITY
36
SESSION 08
UPDATE ON PRE-MIDTERM PROJECTS
HOMEWORK: ASSIGNMENT 2 – RESUME DUE
ON WEDNESDAY, FEBRUARY 15, 2017
REVIEWING TOPIC 3: ATTITUDE & BEHAVIOUR
ONE-TO-ONE MEETINGS
37
SESSION 08
CONTENTS OF RESUME
• PERSONAL INFORMATION – IN THE HEADER WITH A FORMAL
PICTURE
• QUALIFICATION SUMMARY – BULLETS WITH POSITIVE ACTIVE
VERBS
• EXPERIENCE – PAID WORK EXPERIENCE, MOST RECENT FIRST
• EDUCATION – HIGHEST DEGREE/DIPLOMA FIRST
• PROFESSIONAL SKILLS – FOR EXAMPLE, PROJECT MANAGEMENT,
COMPUTER SKILLS, PEOPLE SKILLS
• VOLUNTEER WORK
• INTERESTS
• REFERENCES – REFERENCES AVAILABLE UPON REQUEST
38
SESSION 09
REVIEW OF WEEK 4
PRE-MIDTERM PROJECT UPDATE
ONE-TO-ONE MEETINGS
TOPIC 4: VERBAL COMMUNICATION VERSUS
NON-VERBAL COMMUNICATION
39
SESSION 09
WHAT IS COMMUNICATION?
COMMUNICATION IS THE IMPARTING OR
EXCHANGING OF INFORMATION OR NEWS. IT
IS A MEANS OF CONNECTION BETWEEN
PEOPLE OR PLACES, IN PARTICULAR.
WAZLAWICK'S LAWS: YOU CANNOT NOT
COMMUNICATE.
40
SESSION 09
WHAT IS VERBAL COMMUNICATION?
VERBAL COMMUNICATION INCLUDES SOUNDS,
WORDS, OR SPEAKING. TONE OF VOICE,
VOLUME, AND PITCH ARE ALL WAYS TO
EFFECTIVELY COMMUNICATE VERBALLY.
41
SESSION 09
VERBAL COMMUNICATION – WHAT WE SAY AND
HOW WE SAY IT.
42
SESSION 09
SMALL GROUP ACTIVITIES FOR VERBAL
COMMUNICATION
43
SESSION 09
WHAT IS NON-VERBAL COMMUNICATION?
NONVERBAL COMMUNICATION INCLUDES
GESTURES, FACIAL EXPRESSIONS, BODY
MOVEMENT, TIMING, TOUCH, AND ANYTHING
ELSE DONE WITHOUT SPEAKING. PEOPLE
SEEM TO NOTICE NONVERBAL
COMMUNICATION MORE THAN VERBAL.
44
SESSION 09
NONVERBAL COMMUNICATION – WHAT WE
COMMUNICATE WITHOUT WORDS, BODY
LANGUAGE IS AN EXAMPLE.
45
SESSION 09
WHAT ARE BARRIERS?
WHEN IS COMMUNICATION PROCESS BROKEN?
CAN WE AFFORD NOT TO WORK ON OUR
VERBAL AND NON-VERBAL COMMUNICATION
SKILLS?
HOW DO WRITTEN, VERBAL AND NON-VERBAL
SKILLS COMMUNICATION SKILLS HELP?
46
SESSION 09
SMALL GROUP ACTIVITY FOR NOR-VERBAL
COMMUNICATION
47
SESSION 10
TOPIC: LISTENING SKILLS
WHAT DOES IT MEAN TO ‘LISTEN’?
• GIVE ONE'S ATTENTION TO A SOUND.
• TAKE NOTICE OF AND ACT ON WHAT SOMEONE
SAYS; RESPOND TO ADVICE OR A REQUEST.
• MAKE AN EFFORT TO HEAR SOMETHING; BE
ALERT AND READY TO HEAR SOMETHING.
48
SESSION 10
WHAT IS ACTIVE LISTENING?

ACTIVE LISTENING IS A COMMUNICATION
TECHNIQUE. IT REQUIRES THAT THE LISTENER
FULLY CONCENTRATE, UNDERSTAND,
RESPOND AND THEN REMEMBER WHAT IS
BEING SAID.
49
SESSION 10
WHAT IS THE DIFFERENCE BETWEEN ACTIVE
AND PASSIVE LISTENING?
THE DIFFERENCE BETWEEN PASSIVE AND ACTIVE
LISTENING IS THAT AN ACTIVE LISTENER
ENGAGES WITH THE SPEAKER WHILE A
PASSIVE LISTENER SIMPLY RECEIVES THE
MESSAGE WITHOUT GIVING ANY EXTERNAL
INDICATIONS.
50
SESSION 10
HOW TO IMPROVE LISTENING SKILLS?
STOP TALKING
• PREPARE YOURSELF TO LISTEN. RELAX.
• PUT THE SPEAKER AT EASE - HELP THE SPEAKER
TO FEEL FREE TO SPEAK.
• REMOVE DISTRACTIONS - FOCUS ON WHAT IS
BEING SAID.
• EMPHATHISE - TRY TO UNDERSTAND THE OTHER
PERSON'S POINT OF VIEW.
51
SESSION 10
HOW TO IMPROVE LISTENING SKILLS?
• BE PATIENT - A PAUSE DOES NOT MEAN THAT SPEAKER
IS FINISHED.
• AVOID PERSONAL PREJUDICE - TRY TO BE IMPARTIAL
• LISTEN TO THE TONE - VOLUME, TONE AND PITCH ADD
TO THE SPEECH.
• LISTEN FOR IDEAS NOT JUST WORDS
• WAIT AND WATCH FOR NON-VERBAL
COMMUNICATION.
52
SESSION 10
HOW TO IMPROVE SPEAKING SKILLS?
• SPEAK LOUDLY ENOUGH FOR EVERYONE TO HEAR.
• EXPAND YOUR VOCABULARY.
• AVOID EXCESSIVE SLANG.
• DON'T BE AFRAID TO PAUSE.
• USE GESTURES ONLY WHEN NECESSARY.
• BE MORE CONCISE.
• REPEAT YOUR MAIN POINTS.
• USE CONCRETE EXAMPLES TO GRAB YOUR
AUDIENCE.
53
SESSION 10
SMALL GROUP ACTIVITIES
54
SESSION 10
ASSIGNMENT 3: COVER LETTER
CONTENTS OF COVER LETTER
• PERSONAL INFORMATION – IN THE HEADER
• TITLE AND MAILING ADDRESS OF EMPLOYER
• SUBJECT
• MAIN BODY OF COVER LETTER
– 1ST PARAGRAPH – WHERE YOU HEARD/SEEN AD
– 2ND PARAGRAPH – YOUR CREDENTIALS
– 3RD PARAGRAPH – WHY YOU ARE A MATCH FOR JOB
– 4TH PARAGRAPH – THANKS AND LOOKING FORWARD
• NAME AND SIGNATURE
55
SESSION 10
EXAMPLE
56
SESSION 11
REVIEW OF WEEK 5
ONE-TO-ONE MEETINGS
TOPIC 6: CUSTOMER SERVICE
57
SESSION 11
• WHO IS A CUSTOMER?
• WHOSE CUSTOMER ARE YOU?
• WHO IS YOUR CUSTOMER?
• WHAT IS CUSTOMER SERVICE?
• WHAT IS AUTOMATED CUSTOMER SERVICE?
• WHAT IS CUSTOMER DIS-SERVICE?
• WHAT IS CUSTOMER SUPPORT?
• WHAT IS CUSTOMER CARE?
• WHAT IS CUSTOMER SATSIFACTION?
• WHY, IN THE WORLD, WE ARE DISCUSSING CUSTOMERS
AND CUSTOMER SERVICE?
58
SESSION 11
CUSTOMER SERVICE IS THE SUPPORT YOU
OFFER YOUR CUSTOMERS — BOTH BEFORE
AND AFTER THEY BUY YOUR PRODUCT —
THAT HELPS THEM HAVE AN EASY AND
ENJOYABLE EXPERIENCE WITH YOU.
59
SESSION 11
CUSTOMER SUPPORT IS A RANGE OF
CUSTOMER SERVICES TO ASSIST CUSTOMERS
IN MAKING COST EFFECTIVE AND CORRECT
USE OF A PRODUCT.
60
SESSION 11
WHY IS CUSTOMER SERVICE IMPORTANT?
• BOTTOM LINE
• REPUTATION
• COMPETING EFFECTIVELY
• BETTER EXPERIENCE
• SUPPORT IS INTEGRAL TO PRODUCT
EXPERIENCE
61
SESSION 11
WHAT ARE CUSTOMER SERVICE SKILLS?
PATIENCE
ATTENTIVENESS
CLEAR COMMUNICATION SKILLS
KNOWLEDGE OF THE PRODUCT
ABILITY TO USE "POSITIVE LANGUAGE"
ACTING SKILLS
TIME MANAGEMENT SKILLS
62
SESSION 11
WHAT ARE CUSTOMER SERVICE SKILLS?
ABILITY TO "READ" CUSTOMERS
A CALMING PRESENCE
GOAL ORIENTED FOCUS
ABILITY TO HANDLE SURPRISES
PERSUASION SKILLS
TENACITY
CLOSING ABILITY
WILLINGNESS TO LEARN - FROM FEEDBACK
63
SESSION 12
TOPIC 6: CUSTOMER SERVICE
ONE-TO-ONE MEETINGS
64
SESSION 12
CUSTOMER SERVICE ACTIVITIES
SITUATION 1: BEST/WORST CUSTOMER SERVICE
EXPERIENCE
SITUATION 2: STEPPING IN OTHER’S SHOES
SITUATION 3: DEALING WITH DIFFICULTY
SITUATION 4: POSITIVE/NEGATIVE LANGUAGE
SITUATION 5: ALTERNATIVES/SOLUTIONS
65
SESSION 13
DECLARED PUBLIC HOLIDAY DUE TO ECO
SUMMIT
66
SESSION 14
REVIEW FOR MIDTERM EXAMINATION
67
SESSION 15
68
SESSION 16
PRESENTATION OF PRE-MIDTERM PROJECT
69
SESSION 17
INTRODUCTION TO 2ND HALF OF THE COURSE
TOPICS TO BE COVERED
• HANDLING CRITICISM
• CONFLICTS AND CONFLICT RESOLUTION
• NEGOTIATION AND TEAMWORK
• FACILITATION
• PROBLEM-SOLVING
• DECISION-MAKING
• ASSERTIVENESS AND CONFIDENCE
70
SESSION 17
2ND PROJECT OUTSIDE THE UNIVERSITY
2 ASSIGNMENTS
FINAL SOCIAL EVENT
2ND ONE-T0-ONE MEETINGS
MIDTERM EXAMINATION PAPER
71
SESSION 17
WHAT IS CRITICISM?
TO FIND FAULT
TO PASS JUDGEMENT
THE ACT OF EXPRESSING DISAPPROVAL AND
NOTING FAULTS AND PROBLEMS IN SOMEONE
OR SOMETHING
UNAVOIDABLE – STORY OF MAN, SON, DONKEY
72
SESSION 17
WHY DO WE/OTHERS CRITICIZE?
MANY REASONS; VARY FROM PERSON TO
PERSON
SELF DEFENSE/EGO DEFENSE
LOW SELF ESTEEM/ FEELING LESS SUCCESSFUL
CONSTRUCTIVE CRITICISM – GOAL IS TO HELP
IMPROVE BEHAVIOUR/PROCESS
73
SESSION 17
TRY UNDERSTANDING THE MOTIVE OF ONE
WHO CRITICIZE
GENUINE, LEGITIMATE, HELPFUL, WILLING TO
LISTEN
OR
FEELING HURT, COMPETING, PERSONAL,
VENTING, INACCURATE PERCEPTION,
NARCISSITIC, BULLY
74
SESSION 17
IMMEDIATE REACTION
FIGHT-FLIGHT-FREEZE
75
SESSION 17
SOME SUGGESTIONS TO HANDLE CRITICISM
DO NOT REACT IMMEDIATELY
TAKE DEEP BREATH
USE YOUR INTERPERSONAL SKILLS AND LOOK FOR NON-VERBAL CUES
FINDING MIDDLE GROUND
SHOW COMPASSION TO YOURSELF AND EMPATHY TO OTHER – THANK
THE ONE WHO CRITICIZES YOU
BE GRACEFUL
PRACTIC FORGIVENESS – FOR SELF AND FOR OTHER
SEE IF IT IS HELPFUL, CHANGE, IF NOT MOVE ON WITH SAYING
“PEACE”.
IF YOU DO NOT HAVE SOMETHING NICE TO SAY THEN STAY SILENT
76
SESSION 17
SOME LINKS:
https://www.psychologytoday.com/blog/the-
mindful-self-express/201408/the-30-most-
common-reasons-people-might-criticize-you
http://gretchenrubin.com/happiness_project/20
12/08/7-tips-for-handling-criticism/
77
SESSION 18
REVIEW OF PREVIOUS SESSION
TOPIC 8: CONFLICTS AND CONFLICT
RESOLUTION
2ND PROJECT ALLOCATION DISCUSSION
2ND ONE-TO-ONE MEETINGS
REMAINING MIDTERM EXAMINATION RESULT
DISCUSSION
78
SESSION 18
WHAT IS A CONFLICT?
A SERIOUS DISAGREEMENT; ARISING OUT OF
DIFFERENCES
PEOPLE DISAGREE OVER: VALUES,
MOTIVATIONS, PERCEPTIONS, IDEAS, OR
DESIRES
CONFLICTS ARE HEALTHY EVEN NECESSARY
79
SESSION 18
CAUSES OF CONFLICT?
• LACK OF INFORMATION/POOR COMMUNICATION
• LACK OF RESOURCES; COMPETITION
• PERSONAL RELATIONSHIPS; VALUES,
PERSONALITIES
• INCOMPETENT MANAGEMENT
• DIFFERENT GOALS; DIFFERENT NEEDS
80
SESSION 18
CONFLICTS CAN BE GOOD - EXAMPLE
CONFLICTS CAN BE DAMAGING – EXAMPLE
HOW DO YOU HANDLE CONFLICT?
THERE IS A HEALTHY WAY
THERE IS AN UNHEALTHY WAY
81
SESSION 18
CONFLICT RESOLUTION AND CONFLICT MANAGEMENT
CONFLICT RESOLUTION IS A WAY FOR TWO OR MORE
PARTIES TO FIND A PEACEFUL SOLUTION TO A
DISAGREEMENT AMONG THEM. THE DISAGREEMENT
MAY BE PERSONAL, FINANCIAL, POLITICAL, OR
EMOTIONAL
CONFLICT MANAGEMENT IS THE PROCESS OF
LIMITING THE NEGATIVE ASPECTS OF CONFLICT
WHILE INCREASING THE POSITIVE ASPECTS OF
CONFLICT
82
SESSION 18
CONFLICT RESOLUTION SKILLS
• STRESS MANAGEMENT SKILLS
• EMOTIONAL AWARENESS SKILLS – SELF AND
OTHERS
• NONVERBAL COMMUNICATION SKILLS
• USING HUMOUR AND PLAY
83
SESSION 18
WHY CONFLICT RESOLUTION?
• SAVE RELATIONSHIP
• FOCUS ON PRESENT
• PICK YOUR BATTLES
• LEARN TO FORGIVE
• LEARN TO LET GO
84
SESSION 18
HOW TO OF CONFLICT RESOLUTION
• LEARN TO STAY CALM
• LISTEN FIRST, SPEAK LATER
• EXPRESS EMOTIONS IN WORDS NOT ACTIONS
• BE SPECIFIC WHAT IS BOTHERING YOU
• DEAL WITH ONE ISSUE AT A TIME
• NO PERSONAL ATTACKS
• NO BLAMING
• DON’T USE ‘ALWAYS’ AND ‘NEVER’
• BE HONEST – NO EXAGGERATIONS
• DON’T STORE PRBLEMS, GRIEVANCES, HURT FEELINGS
• DON’T GIVE SILENT TREATMENT
85
SESSION 19
REVIEW OF SESSION 18 WITH EXAMPLES
2ND PROJECT FINALIZING
TOPIC 9: NEGOTIATION & TEAMWORK
86
SESSION 19
WHAT IS NEGOTIATION?
DISCUSSION AIMED AT REACHING AN
AGREEMENT
A METHOD PEOPLE USE TO SETTLE DIFFERENCES
87
SESSION 19
WHY NEGOTIATE?
TO SATISFY OR PROTECT A NEED OR WANT
TO SEEK AN UPPER HAND
TO ASSURE COMPETITIVE EDGE
TO DOMINATE
SO YOU CANNOT AFFORD NOT TO NEGOTIATE

CONFLICT IS NATURAL SO IS NEGOTIATION
88
SESSION 19
WHAT DO YOU NEGOTIATE ABOUT?
ANYTHING OF VALUE TO YOU AND THE PERSON,
ORGANIZATION YOU NEGOTIATE WITH
IT IS ALSO CALLED THE COMMODITY OF
NEGOTIATION
COMMODITY IS A USEFUL OR VALUEABLE THING
89
SESSION 19
STAGES OF NEGOTIATION
1. PREPARATION
2. DISCUSSION
3. CLARIFICATION OF GOALS
4. WORK TOWARDS A WIN-WIN OUTCOME
5. AGREEMENT
6. IMPLEMENTATION OF A COURSE OF ACTION
IF AGREEMENT IS NOT REACHED, RESCHEDULE TO AVOID

NEGATVITY
90
SESSION 19
IMPORTANT ELEMENTS THAT CAN EFFECT THE
OUTCOME OF NEGOTIATION
• ATTITUDE
• PREPARATION
• INTERPERSONAL SKILLS – LISTENING, VERBAL
COMMUNICATION, PROBLEM SOLVING,
DEALING WITH DIFFICULT SITUATION,
DECISION MAKING, ASSERTIVENESS
91
SESSION 19
WHAT IS TEAMWORK?
THE COMBINED ACTION OF A GROUP OF
PEOPLE, ESPECIALLY WHEN EFFECTIVE AND
EFFICIENT
BASIC REQUIREMENT OF EFFECTIVE TEAMWORK
SIZE OF THE TEAM; CLEARLY DEFINED AND
MEASUREABLE GOAL; ROLES DEFINED,
AUTONOMY, AUTHORITY AND RESOURCES
92
SESSION 19
BENEFITS OF TEAMWORK
• PROBLEM SOLVING
• HEALTHY COMPETITION
• DEVELOPING RELATIONSHIPS
• UNIQUE PERSPECTIVES SHARED
• DIVISION OF WORK
93
SESSION 19
IF BASIC REQUIREMENTS OF TEAMWORK ARE
NOT FOLLOWED
• UNEQUAL PARTICIPATION
• LONGER PROCESS
• INHERENT CONFLICT
• SOME ARE NOT TEAM PLAYERS
• BLAME GAME
94
SESSION 20
REVIEW OF SESSION 18
TOPIC 10: FACILITATION
95
SESSION 20
WHAT IS FACILITATION?
IT IS A PROCESS USED TO HELP BRING AN
OUTCOME BY PROVIDING INDIRECT
GUIDANCE
WHO IS FACILITATOR?
A PERSON WHO ASSISTS A GROUP OR TWO OR
MORE TO REACH AN OUTCOME WITH
MINIMAL INTERVENTION
96
SESSION 20
WHY IS FACILITATION AN IMPORTANT INTERPERSONAL
SKILL?
• RESOLVE DIFFERENCES
• MANAGE CONFLICTS
• REDUCE TENSION OR STRESS IN A GROUP
• COORDINATES ACTIVITIES FOR BETTER OUTCOMES
• TAKE DIFFERENT PEOPLE WITH DIFFERENT OUTLOOK
AND DIFFERENT GOALS TO AN OUTCOME THAT IS
DESIRED CONSCIOUSLY OR SUBCONSCIOUSLY BY ALL
97
SESSION 20
WHAT IF THERE IS NO FACILITATOR?
• CHAOS
• UNPRODUCTIVE BANTER
• WASTE OF TIME AND OTHER RESOURCES
• BAD FEELINGS IN THE GROUP
• DESTRUCTIVE AT TIMES
98
SESSION 20
99
SESSION 20
CHARACTERISTICS OF A GOOD FACILITATOR
• VISION
• STRATEGIC THINKING
• KNOWLEDGEABLE
• RELATIONSHIP BUILDER
• PATIENT
• BEST INTEREST OF THE TEAM
• GOAL ORIENTED
100
SESSION 20
SCENARIOS FOR
• NEGOTIATION
• TEAMWORK AND TEAM BUILDING
• FACILITATION
101
SESSION 21
TOPIC 11: PROBLEM SOLVING
102
SESSION 21
WHAT IS A PROBLEM?
A MATTER OR SITUATION REGARDED AS
UNWELCOME OR HARMFUL AND NEEDING TO
BE DEALT WITH AND OVERCOME
EXAMPLES
PERSONAL, EDUCATIONAL, PROFESSIONAL,
INTERPERSONAL
103
SESSION 21
WHAT IS A SOLUTION?
A MEANS OF SOLVING A PROBLEM OR DEALING
WITH A DIFFICULT SITUATION
SOLUTIONS ARE AS DIVERSE AS PROBLEMS
SOLUTIONS ARE SPECIFIC TO THE PROBLEMS
EXAMPLES
PERSONAL SOLUTIONS, EDUCATIONAL SOLUTIONS,
PROFESSIONAL SOLUTIONS, INTERPERSONAL
SOLUTIONS
104
SESSION 21
WHAT ARE THE STEPS FOR PROBLEM SOLVING?
1. DEFINE PROBLEM
2. DISSECT THE PROBLEM – ANALYZE
DIFFERENT ASPECTS OF THE SITUATION
3. DEFINE YOUR GOAL
4. GENERATE SET OF ALTERNATIVES TO ACHIEVE
THE SPECIFIC GOAL
105
SESSION 21
WHAT ARE THE STEPS FOR PROBLEM SOLVING?
5. EVALUATE WHAT IS THE BEST SOLUTION
6. IMPLEMENT A PLAN
7. ASSESS THE EFFECTIVENESS OF YOUR
INTERVENTION
8. USE THE LESSONS FOR NEXT PROBLEM
SOLVING PROCESS
106
SESSION 21
FACTORS YOU NEED TO KEEP IN MIND WHILE
PROBLEM SOLVING
• BE CREATIVE
• GATHER INFORMATION
• DO NOT ATTEMPT TO PROBLEM SOLVE WHILE
TENSE OR UNDER STRESS
• TRY TO BE SELFLESS AND NOT SELFISH
107
SESSION 21
WHAT ARE SOME OF THE STRATEGIES OF PROBLEM SOLVING?
• ACTIVE LISTENING
• ANTICIPATING OBSTACLES TO IMPLEMENTATION
• ASSESSING THE EFFECTIVENESS OF INTERVENTIONS
• BRAINSTORMING SOLUTIONS
• COLLABORATE
• DETERMINING FACTORS IMPACTING STRESS
• DEVELOPING PLANS
• DEVISING MANAGEMENT PLAN
• DRAWING CONSENSUS AROUND A SET OF SOLUTIONS
108
SESSION 21
WHAT ARE SOME OF THE STRATEGIES OF PROBLEM SOLVING?
• EVALUATING ALTERNATIVE STRATEGIES FOR REDUCING STRESS
• FINDING MIDDLE GROUND
• FLEXIBILITY TO TRY NEW APPROACHES
• FOLLOW THROUGH
• GATHERING DATA
• IDENTIFYING THE CAUSES PROBLEMS
• IDENTIFYING THE INTERESTS OF ALL PARTIES
• IMPLEMENTING SOLUTIONS
• INTERPRETING DATA TO DETERMINE THE SCOPE OF PROBLEMS
• MEDIATING INTERPERSONAL CONFLICTS
109
SESSION 21
MORE STRATEGIES…
• PINPOINTING BEHAVIORS THAT ARE NEGATIVE
• RECOMMENDING WAYS TO IMPROVE
COMMUNICATION IN RELATIONSHIPS
• REPAIRING MALFUNCTIONING PROCESSES
• RESOLVING A COMPLAINT
• VALIDATING DATA TO CORRECTLY IDENTIFY
PROBLEMS
110
SESSION 21
SCENARIOS FOR PROBLEM SOLVING
111
SESSION 22
TOPIC 12: DECISION-MAKING
112
SESSION 22
WHAT IS A DECISION?
A CONCLUSION OR RESOLUTION REACHED
AFTER CONSIDERATION
THE ACTION OR PROCESS OF RESOLVING A
QUESTION
A CHOICE MADE BETWEEN ALTERNATIVE
COURSES OF ACTION IN A SITUATION OF
UNCERTAINTY
113
SESSION 22
WHAT IS A DECISION-MAKING SKILL?
THE ART OF CHOOSING THE BEST SOLUTION
AMONG POSSIBLE SOLUTIONS USING
REASONED APPROACH OR INTUITIVE
APPROACH
REASONED APPROACH IS LOGICAL STEP-BY-STEP
INTUITIVE APPROACH IS ‘GUT FEELING’
114
SESSION 22
WHAT IS EFFECTIVE DECISION-MAKING?
IT MEANS THAT
• YOU ARE COMMITTED TO THE DECISIONS YOU
MAKE
• THESE DECISIONS CAN BE IMPLEMENTABLE
• YOU CAN PURSUADE OTHERS THAT THIS
DECISION IS GOOD, SOUND AND BETTER
115
SESSION 22
WHAT ARE THE CONSIDERATIONS IN DECISION-
MAKING?
• UNCERTAINTY
• COMPLEXITY
• HIGH-RISK CONSEQUENCES
• ALTERNATIVES
• INTERPERSONAL ISSUES
116
SESSION 22
WHAT IS THE SYSTEMATIC APPROACH TO DECISION-
MAKING?
• CREATE A CONSTRUCTIVE ENVIRONMENT
• INVESTIGATE THE SITUATION IN DETAIL
• GENERATE GOOD ALTERNATIVES
• EXPLORE YOUR OPTIONS
• SELECT THE BEST SOLUTION
• EVALUATE YOUR PLAN
• COMMUNICATE YOUR DECISION, AND TAKE ACTION
117
SESSION 22
IF YOU DO NOT HAVE EFFECTIVE DECISION-MAKING SKILLS…
• COMPROMISE YOURSELF
• DON'T GET WHAT YOU WANT
• YOU GET WHAT YOU WANT BUT DAMAGE
RELATIONSHIPS
• INCREASE STRESS IN YOU AND OTHERS
• LEARN LESSONS THE HARD WAY
• TIME WASTED
• FINANCIAL COST
• WASTED LIFE
118
SESSION 22
EFFECTIVE DECISION-MAKING EXAMPLES
BAD DECISION-MAKING EXAMPLES
119
SESSION 23
TOPIC 13: ASSERTIVENESS AND CONFIDENCE
120
SESSION 23
WHAT IS ASSERTIVENESS?
QUALITY OF BEING SELF-ASSURED AND
CONFIDENT WITHOUT BEING AGGRESSIVE
TO ASSERT IS TO STATE WITH ASSURANCE,
CONFIDENCE, OR FORCE
121
SESSION 23
ASSERTIVE IS: BEING ABLE TO STAND UP FOR YOUR

OWN OR OTHER PEOPLE’S RIGHTS IN A CALM AND
POSITIVE WAY, WITHOUT BEING EITHER AGGRESSIVE,
OR PASSIVELY ACCEPTING ‘WRONG’.
ASSERTIVE INDIVIDUALS ARE ABLE TO GET THEIR POINT

ACROSS WITHOUT UPSETTING OTHERS, OR
BECOMING UPSET THEMSELVES.
122
SESSION 23
ASSERTIVENESS IS A BALANCED STATE
YOU ARE NOT PASSIVE -someone who allows
THINGS TO HAPPEN OR WHO ACCEPTS WHAT
OTHER PEOPLE DO OR DECIDE
YOU ARE NOT AGGRESSIVE - BEHAVING IN AN

ANGRY AND VIOLENT WAY TOWARDS
ANOTHER PERSON
123
SESSION 23
CHARACTERISTICS OF ASSERTIVE PEOPLE
• EXPRESS THEIR FEELINGS, THOUGHTS, AND DESIRES
• ABLE TO INITIATE AND MAINTAIN COMFORTABLE
RELATIONSHIPS WITH PEOPLE
• KNOW THEIR RIGHTS
• HAVE CONTROL OVER THEIR ANGER
• WILLING TO COMPROMISE WITH OTHERS
• ENTER FRIENDSHIPS FROM AN 'I COUNT MY NEEDS. I
COUNT YOUR NEEDS.' POSITION
124
SESSION 23
HOW TO DEVELOP YOUR ASSERTIVENESS?
• VALUE YOURSELF AND YOUR RIGHTS
• IDENTIFY YOUR NEEDS AND WANTS AND ASK FOR
THEM TO BE MET
• ACKNOWLEDGE THAT EVERYONE IS RESPONSIBLE FOR
HIS/HER BEHAVIOUR
• EXPRESS NEGATIVE THOUGHTS AND FEELINGS IN A
HELATHY AND POSITIVE MANNER
• RECEIVE CRITICISM AND COMPLIMENTS POSITIVELY
• LEARN TO SAY 'NO' WHEN YOU NEED TO
125
SESSION 23
IF YOU ARE NOT ASSERTIVE, WHAT ARE THE
CONSEQUENCES?
• DEPRESSION
• RESENTMENT
• FRUSTRATION
• ANGER/VIOLENCE
126
SESSION 23
WHAT IS CONFIDENCE?
CONFIDENCE IS A STATE OF BEING CERTAIN ABOUT
SOMETHING OR THAT A CHOSEN COURSE OF
ACTION IS THE BEST OR MOST EFFECTIVE
A BELIEF IN ONE’S ABILITY TO SUCCEED
FULL TRUST; BELIEF IN THE POWERS,
TRUSTWORTHINESS, OR RELIABILITY OF A
PERSON OR THING
127
SESSION 23
WHAT IS SELF-CONFIDENCE?
SELF-ASSURANCE IN ONE'S PERSONAL
JUDGMENT, ABILITY, POWER
WHAT IS LACK OF CONFIDENCE?
NOT SURE ABOUT YOURSELF, ABOUT YOUR
ABILITIES OR POWERS
128
SESSION 23
HOW TO IMPROVE CONFIDENCE?
• TRY TO BRING ON POSITIVE, STAY AWAY FROM
NEGATIVE
• IMPROVE YOUR BODY LANGUAGE AND IMAGE
• DO NOT BE YOUR WORST ENEMY - DEAL WITH
NEGATIVE VOICES FROM WITHIN
• BE PREPARED
• REMEMBER THE GOOD THINGS IN YOUR LIFE
AND WHAT YOU HAVE ACCOMPLISHED
129
SESSION 23
CONSEQUENCES OF LACK OF CONFIDENCE?
• AVOIDANCE
• PRETEND AND HIDE
• WITHDRAW
• SPEAK QUIETLY AND MUMBLE
• SPEAK TOO LOUDLY OR SHOUTING
130
SESSION 23
CONSEQUENCES OF LACK OF CONFIDENCE? …
• ANXIETY
• DEPRESSION
• EATING DISORDERS
• REGULARLY HAVING NEGATIVE THOUGHTS
• SUBSTANCE ABUSE
131

Interpersonal Skills

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Interpersonal Skills

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INTERPERSONAL SKILLS

CLASS TIME AND PLACE

OFFICE: MAIN BUILDING 2nd FLOOR NEXT TO P&D

• DEFINITIONS, BASIC CONCEPTS, KEYWORDS

• CONFLICTS AND CONFLICT RESOLUTION

WHAT IS EMOTIONAL INTELLIGENCE?

WHAT IS SPIRITUAL INTELLIGENCE?

A PREDISPOSITION OR A TENDENCY TO RESPOND

THE ARRAY OF EVERY PHYSICAL ACTION AND

HOW A PERSON ACTS IN RESPONSE TO A SITUATION OR

ACCEPTABLE BEHAVIOUR - POSITIVE

WHAT IS ACTIVE LISTENING?

SO YOU CANNOT AFFORD NOT TO NEGOTIATE

IF AGREEMENT IS NOT REACHED, RESCHEDULE TO AVOID

ASSERTIVE IS: BEING ABLE TO STAND UP FOR YOUR

ASSERTIVE INDIVIDUALS ARE ABLE TO GET THEIR POINT

YOU ARE NOT AGGRESSIVE - BEHAVING IN AN

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