CHARTERED MANAGEMENT INSTITUTE
IN ASSOCIATION WITH
NOTTINGHAM ACADEMY FOR MANAGEMENT CONSULTING
DIPLOMA IN MANAGEMENT CONSULTANCY
DMC 05: Interpersonal Interaction
STUDENT NAME: Gift Madzonga
CMI Registration Number: P04307650
TUTOR/DIRECTOR OF STUDIES: DR. F. NESHAMBA
DATE OF SUBMISSION: 24 April 2013
Describe the range of verbal and non-verbal communication methods and techniques available to you as a management consultant during contacts with a client team or organisation and describe how your behaviour impacts on others (750 words). ----------------------------------------------------------------------- Introduction
Communication does not "just happen." Effective communication requires effective strategy - a coherent plan of action. To be effective, communication must be driven by the defined needs of the target individuals in target organisations, (Ingie Hovland, 2005). A Consultant must communicate his or her ideas effectively. Communication is not about informing people, but motivating them to act in particular ways, influencing them. It is about inspiring, developing the power to push ideas forward, and taking a leadership role. To be able to do so, the consultant must choose the most effective method and technique he/she will use, given the circumstances facing him/her. A. Range of verbal communication methods and techniques
Verbal or oral communication in an organisation, and between consultant and client is much more common than any other type of communication. It is important since it is instant, relatively low cost and is supported by personal contact and thus allows for feedback. It can even be said that persuasion is easier during a verbal personal contact communication situation than otherwise. Effective verbal or spoken communication is dependent on a number of factors. Clarity of speech, remaining calm and focused, being polite and etiquette will all aid the process of verbal communication. The following is the range of techniques that a consultant can use in verbal communication: 1. Opening Communication
In many situations that a consultant encounters, the first few minutes are extremely important as first impressions have a significant impact on the success of further communication. Everyone has expectations and norms as to how initial meetings should proceed and people tend to behave according to these expectations. If interpersonal expectations are mismatched, communication will not be effective or run smoothly, and negotiation will be needed if relations are to continue.
At a first meeting, formalities and appropriate greetings are usually expected: such formalities could include a handshake, an introduction of yourself, eye contact and discussion around a neutral subject such as the weather or your journey may be useful. A friendly disposition and smiling face are much more likely to encourage communication than a blank face, inattention or disinterested reception. 2. Reinforcement
The use of encouraging words alongside non-verbal gestures such as head nods, a warm facial expression and maintaining eye contact, are more likely to reinforce openness to others. The use of encouragement and positive reinforcement can: * Encourage others to participate in discussion (particularly in group work) * Signify interest in what other people have to say
* Pave the way for development and/or maintenance of a relationship * Allay fears and give reassurance
* Show warmth and openness.
* Reduce shyness or nervousness in ourselves and others.
Effective questioning is an essential skill. Questioning can be used to: * Obtain information.
* Start a conversation.
* Test understanding.
* Draw someone into a conversation.
* Show interest in a person.
* Seek support or agreement.
4. Closed Questions
Closed questions tend to seek only a one or two word answer (often simply 'yes' or 'no') and,...
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