III.B.2 Interpersonal Skills

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Excerpt From The Certified Manager of Quality/Organizational Excellence Handbook

Interpersonal skills and techniques the effective communicator may use include:
  • Showing empathy. The communicator identifies with and understands the needs and interests of the receiver. The communicator fosters a harmonious relationship with the receiver.
  • Tactfulness. The communicator is polite and respectful, and avoids using insensitive, vulgar, or profane language.
  • Open-mindedness. The communicator conveys her or his openness to consider other viewpoints and opinions. Without being hostile, the communicator provides constructive criticism when help is wanted.
  • Showing a friendly attitude. The communicator evokes a feeling of warmth and helpfulness to receiver.
  • Sensitivity. The communicator is kind and caring, attuned to receiver’s feelings and concerns.
  • Trustworthiness. The communicator is perceived to be and/or is known to be worthy of the receiver’s trust.
  • Ethics. The communicator embraces common codes of honor and integrity.
  • Fair-mindedness. The communicator treats others as equals and is fair in communicating with all constituencies.
  • Authenticity. The communicator is perceived as being congruent with reality. What you see and/or hear is what you get.
Quality Management BOK Reference

III Management Elements and Methods
III.B Communication Skills and Abilities
III.B.2 Interpersonal skills - Develop skills in empathy, tact, friendliness, and objectivity. Use open-minded and non-judgmental communication methods. Develop and use a clear writing style, active listening, and questioning and dialog techniques that support effective communication.

Additional Resources
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Date Added: Sep 11, 2018
Date Last Modified: Jan 27, 2019
Category: Resources
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