We begin learning interpersonal skills as very young children. Our first teachers are our parents and others who are members of our nuclear or extended families. They help us understand how to interact appropriately in a variety of situations. They tell us what we should say, what we should not say, to whom we should respond and to whom we should not respond. We learn politeness. Our parents tell us that, "You catch more flies with honey than with vinegar." Others might encourage us to, "Do unto others as you would have them do unto you." Most everyone reminds us that we will "...reap what we sow."

These lessons were offered with great intensity. We offer similar lessons to our own children with similar intensity. But, we forget to hold ourselves accountable to the very expectations we know we learned so long ago and to which we hold our children. With great frequency individuals at virtually every station in our organizations forget the lessons of their youth. We make mistakes to which we do not hold ourselves accountable and, in fact, frequently blame the victim of our own shame. We often suggest that the other person ought not have taken our comments personally, or she was just too sensitive.

This course is a reminder that all the high minded concepts of management circulating among us today are premised on a very critical premise: that individuals exhibit correct conduct. Students will work together reminding each other what they already know and practice creating a common understanding of "good interpersonal skills."

I. Introduction of Program and Participants.

II. Important Communication Issues.

• small group activity
• class discussion

III. Communications Model.

• short lecture
• class discussion

IV. Sending and Receiving Messages.

• small group activity
• class discussion

V. Communications Barriers.

• small group activity
• class discussion

VI. Cultural Diversity as a Barrier to Sending and Receiving Messages.

• small group activity
• class discussion homework

VII. Cultural Diversity as a Barrier to Sending and Receiving Messages [continued].

• class discussion

VIII. Interpersonal Conflict.

• small group activity
• class discussion

IX. Avoiding Unnecessary Conflict: Critical Moments.

• short lecture
• class discussion

X. Identifying a Critical Moment.

• small group activity
• class discussion

XI. Managing a Critical Moment.

• small group activity
• class discussion
• role plays
• class discussion

XII. Writing a Handout: Effective Interpersonal Skills.

• small group activity
• class reports
• class discussion

XIII. Summary and Evaluation.

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