UNIT-1

SELF-AWARENESS AND EMPATHY

INTRODUCTION:

Self-awareness and Empathy are closely linked together because they are
both part of being a happy, healthy individual.

1.1 SELF-AWARENESS
1.1.1 Meaning Of Self-Awareness

Self-awareness as "conscious knowledge of one's own character,

feelings, motives, and desires."

1.1.2 Importants Of Self-Awareness

If we are highly self-aware, we can objectively evaluate ourself, manage

our emotions, align our behavior with our values, and understand correctly
how others perceive us."

Put simply, those who are highly self-aware can interpret their actions,
feelings, and thoughts objectively.many of us spiral into emotion-driven
interpretations of our circumstances. Developing self-awareness is important
because it allows leaders to assess their growth and effectiveness and change
course when necessary.

1.1.3 Needs Of Self-Awareness

Self-awareness is the ability to focus on ourself and how our actions,

thoughts, or emotions do or don't align with our internal standards.

1
As we build more self-awareness in life, we become more and more comfortable
with who we are as a person and we create balance and security. The better we feel
about ourself, the better We treat others.

So how can we begin to improve our emotional intelligence? By developing a

greater awareness of ourselves.

1.1.4 Self-Awareness Elements

The five elements of self-awarenesses are

Self-Concept

Your self-concept is your perception of you. Your perceptions come

from your personal experiences, what you expect from yourself in the future,
and what you believe your abilities are. If your self-concept is healthy, you
are more likely to take on challenges, achieve goals you‘ve set for yourself,
and live more positively overall.

Explore your self-concept and if you don‘t believe it‘s healthy, make
an effort to change how you perceive yourself. This may be easier for some
people and much harder for others — but it is possible.

Thoughts

Our thoughts are tied to our emotions, so when we try to become more
aware of our emotions, we must first understand our thoughts and thought
processes. Throughout the day, take note of what you say about yourself,
how you talk about yourself, and what you say about situations you
encounter.

2
 If you notice your thoughts are more negative, practice mindfulness to
discover why your thoughts are that way. Then, after reflecting, try to have
more positive thoughts or thought processes. You might have to force it —
you might not even believe it! But over time, it will influence your thoughts
to be more positive.

Feelings

How do you feel when you say things about yourself? What about
when other people say things about you? No matter what your feelings are,
you must identify which are associated with your thoughts and experiences.

Once you can identify those feelings, keep track of them and see if
there are any patterns. Notice yourself starting down a negative pattern?
Take steps to avoid continuing going down with it.

Body

Sometimes when we‘re thinking, it comes with a physical response

that other people may or may not notice! The next time you feel a physical
response to an emotion, take a couple of minutes to think where in your
body you feel the response. Do the feelings present in your facial
expressions, heart rate, voice, or somewhere else? Is this the kind of physical
response you want? If not, there are ways to retrain those knee-jerk
reactions.

Emotions

Emotions are the most powerful factor in how we interact with others.
People with higher levels of emotional intelligence are able to recognize and
accept their varying emotional states. Knowing what emotional state you‘re

3
 in can go a long way toward enhancing your professional and personal
relationships!

If you fail to recognize these responses, you will find it difficult to

process your emotions and move past them. By effectively managing these
five elements, you will be able to control emotional outbursts and work
toward much more effective communication and an overall healthier,
happier demeanor.

1.2 EMPATHY

It‘s the ability to understand another person‘s thoughts and feelings in a

situation from their point of view, rather than your own.

1.2.1 Meaninigs

Empathy is the ability to understand another being‘s situation, to walk a mile

in their shoes and attempt to comprehend what they are experiencing.

Having empathy means that we feel confident enough in ourself to put our
needs on the backburner for a while and think about how others see the world.

1.2.2 Types Of Empathy

There are also, however, different types of empathy that have been defined
by psychologists. These are cognitive, emotional and compassionate empathy.

Cognitive Empathy

Cognitive empathy, also known as ‗perspective-taking‘ is not really

what most of us would think of as empathy at all.

4
 Cognitive empathy is basically being able to put yourself into someone
else‘s place, and see their perspective.

Emotional Empathy

Emotional empathy is when you quite literally feel the other person‘s
emotions alongside them, as if you had ‗caught‘ the emotions.

Emotional empathy is also known as ‗personal distress‘ or ‗emotional

contagion‘. This is closer to the usual understanding of the word ‗empathy‘,
but more emotional.

Compassionate Empathy

Finally, compassionate empathy is what we usually understand by

empathy: feeling someone‘s pain, and taking action to help.

The name, compassionate empathy, is consistent with what we usually

understand by compassion. Like sympathy, compassion is about feeling
concern for someone, but with an additional move towards action to mitigate
the problem.

Compassionate empathy is the type of empathy that is usually most

appropriate.

1.2.3 Difference Between Empathy And Sympathy

Empathy is shown in how much compassion and understanding we can give

to another. Sympathy is more of a feeling of pity for another. Empathy is our
ability to understand how someone feels while sympathy is our relief in not having
the same problems.

5
 UNIT-2

CRITICAL THINKING AND CREATIVE THINKING

2.1 CRITICAL THINKING

Critical thinking is a kind of thinking in which you question, analyse,

interpret, evaluate and make a judgement about what you read, hear, say, or write.
The term critical comes from the Greek word kritikos meaning ―able to judge or
discern‖. Good critical thinking is about making reliable judgements based on
reliable information.

2.1.1 MEANING

Applying critical thinking does not mean being negative or focusing on

faults. It means being able to clarify your thinking so that you can break down a
problem or a piece of information, interpret it and use that interpretation to arrive
at an informed decision or judgement (for example designing a bridge, responding
to an opinion piece or understanding a political motivation).

2.1.2 CRITICAL THINKING IMPORTANT

Critical thinking helps people better understand themselves, their

motivations and goals. When you can deduce information to find the most
important parts and apply those to your life, you can change your situation and
promote personal growth and overall happiness.

Identify the problem. Before you put those critical thinking skills to work, you first
need to identify the problem you're solving. ...

6
2.1.3 STEPS TO CRITICAL THINKING

1. Identify the problem. Before you put those critical thinking skills to work,
you first need to identify the problem you're solving. ...

2. Research. ...

3. Determine data relevance. ...

4. Ask questions. ...

5. Identify the best solution. ...

6. Present your solution. ...

7. Analyze your decision

Critical thinking skills help you understand and assess a situation based on all the
facts and information available. With the help of critical thinking skills, you can
sort and organise information, data and facts to define and solve a problem. You
probably already possess various critical thinking skills to discuss during
interviews and include on your resume, and you can work to develop them. In this
article, we discuss critical thinking skills, including their definition, importance,
how to improve them and examples.

2.1.4 SKILLS

Here are five common and impactful critical thinking skills you might
consider highlighting on your resume or in an interview:

1. Observation

Observational skills are the starting point for critical thinking. People
who are observant can quickly sense and identify a new problem. Those

7
skilled in observation are also capable of understanding why something
might be a problem. They may even be able to predict when a problem
might occur before it happens based on their experiences.

Improve your observation skills by slowing down your pace of processing

information and training yourself to pay closer attention to your
surroundings. You might practice mindfulness techniques, journaling or
actively listening during and outside of work to thoroughly examine what
you‘re hearing or seeing. Then, consider if you notice trends in behavior,
transactions or data that might be helpful for your team to address.

2. Analysis

Once a problem has been identified, analytical skills become essential.

The ability to analyze and effectively evaluate a situation involves knowing
what facts, data or information about the problem are important. This also
often includes gathering unbiased research, asking relevant questions about
the data to ensure it‘s accurate and assessing the findings objectively.

Improve your analytical skills by taking on new experiences. For

example, you might read a book about a concept you‘re unfamiliar with or
take an online math class to push yourself to think in new ways and consider
new ideas. Doing so can help you build the skills to interpret new
information and make rational decisions based on sound analysis.

3. Inference

Inference is a skill that involves drawing conclusions about the

information you collect and may require you to possess technical or
industry-specific knowledge or experience. When you make an inference,

8
that means you are developing answers based on limited information. For
example, a car mechanic may need to infer what is causing a car‘s engine to
stall at seemingly random times based on the information available to them.

Improve your inference skills by placing focus on making educated

guesses rather than quickly drawing conclusions. This requires slowing
down to carefully look for and consider as many clues as possible—such as
images, data or reports—that might help you evaluate a situation.

4. Communication

Communication skills are important when it comes time to explain

and discuss issues and their possible solutions with colleagues and other
stakeholders.

Improve your communication skills within the context of critical thinking by

engaging in difficult discussions, for example, in situations when you and
another participant may disagree about the topic. Maintain good
communication habits, such as active listening and respect, to understand
other points of view and to be able to explain your ideas in a calm, rational
manner. Doing so can help you evaluate solutions more effectively with
your colleagues.

5. Problem-solving

After you‘ve identified and analyzed a problem and chosen a solution,

the final step is to execute your solution. Problem-solving often requires
critical thinking to implement the best solution and understand whether or
not the solution is working as it relates to the goal.

9
 Improve your problem-solving skills by setting goals to acquire more
industry knowledge within your field. Problem-solving at work typically
becomes easier if you have a strong understanding of industry-specific
information. It can also be helpful to observe how others around you solve
problems at work. Take note of their techniques and ask questions about
their process.

2.2 CREATIVE THINKING

Creative thinking is the ability to look at things differently, and find new
ways of solving problems. Everyone can benefit from creative thinking from time
to time.

Creative thinking, therefore, is the ability to think differently: to see a

problem or issue from a new angle or perspective. This often allows you find a
new solution, or even to see that the problem does not necessarily need a solution.

Creative thinking can involve:

 A new approach to a problem

 A resolution to a conflict between employees

 A new result from a data set

 A previously untried approach to earn revenue

 A new product—or product feature

2.2.1 CREATIVE THINKING RELATIONSHIP

Creativity can make your relationships better, both immediately

and in the long term. Here are ways to leverage your creativity to

10
change your thoughts, words, and actions and instantly change any
relationship for the better.

(Note: for the purposes of this post, I’ll use the word “partner” to
describe the person you are in a relationship with. This can represent
any person or group of people: romantic partner, spouse, parent,
child, sibling, friend, coworker, etc.)

2.2.2 IMPORTANT OF CREATIVE THINKING

Creative thinking is important because it allows people to be imaginative and

explore all of the possibilities and scenarios in a situation. Thinking creatively
removes the limits and boundaries from how processes and procedures currently
operate, encouraging people to continue searching for alternative ways to complete
tasks or think about concepts. Creativity encourages people to examine why they
do things in certain ways and inspires them to consider other ways to apply their
resources. Because of this, creativity drives many types of innovation, from
developing new medical technology to inspiring people to create new forms of
music.

2.2.3 BENEFITS OF CREATIVE THINKING

Employers want creative thinkers because it benefits their bottom line. Companies
that foster creativity may see more revenue growth.3 Positioning yourself as a
creative thinker can make you a more appealing job candidate or leader within
your current organization.

Some of the main benefits of creativity include:

11
  Building confidence: When you use creativity and have the opportunity to
explore different avenues of thought on your own, you can become
confident in experimenting with new concepts and thinking for yourself.
 Developing knowledge: Because creative thinking encourages people to
experiment and innovate, it develops the collective knowledge base that
humans have about different ways to achieve goals and create specific
outcomes.
 Releasing stress: Using creative thinking and allowing yourself to be
imaginative without restrictions can be a great way to relax and release
stress.
 Promoting emotional intelligence: Creative thinking encourages people to
think about situations from multiple points of view, which can grow your
ability to empathize with others and be emotionally intelligent.

2.2.4 CREATIVE THINKING SKILLS

To be a successful creative thinker, you use a range of personal and

professional skills. While some people are naturally creative, anyone can become a
creative thinker by investing in skills that promote creative thought. Here is a list
of nine creative thinking skills to practice at work:

Empathy

Being empathetic is one of the core skills to being a creative thinker

because empathy helps you understand how others think and feel. Once you
can view the world from perspectives other than your own, you can develop
a more powerful imagination. Considering the emotions, opinions and

12
viewpoints of others when addressing a topic enables you to understand
more possible outcomes for a situation or uses for a product.

Brainstorming

Hosting brainstorming sessions is a useful skill creative thinking skill

because it not only enables your own creativity, it allows you to collaborate
creatively with others. Brainstorming with a group enhances your creative
thinking skills because it provides you with the opportunity to see how
others develop ideas and make creative connections. Grow your
brainstorming skills by making a list of questions to guide the discussion and
adapting your plan as new ideas develop.

Visualization

Envisioning the future and considering different conclusions is a

useful thought exercise for creative thinkers. Although it's impossible to
know exactly how your choices can influence a situation, visualizing all
avenues can expand your perspective and make your mindset more creative.
Imagining how your actions can cause reactions and influence others is a
useful skill that you can apply to almost any workplace situation.

Observation

Paying attention to details in your surroundings can inspire your

creativity and give you ideas on innovative ways to approach problems.
Observation is a powerful tool for noticing patterns and connections in your
environment that you can then use as a basis for your decisions. Practice

13
becoming more observant and grow your creative thinking by making note
of the details around you.

Problem-solving

The ability to solve problems is a creative thinking skill because each

solution requires a creative approach. When everything operates the way it's
supposed to, the scenario doesn't require any additional thought or creativity.
As issues arise, you have to respond and react with a creative mindset,
changing your behavior and thinking to resolve the situation. Generating a
list of possible solutions using your existing resources requires you to be
flexible and think creatively to develop the best answer.

Organization

Being organized facilitates your creativity and adds structure to your

imagination. As you brainstorm creative ideas, use organization skills to turn
your thoughts into real plans that you use to enact change. For example,
during a successful brainstorming session, it's important to use a bubble
chart or graph to write down and sort everyone's thoughts into a functional
outline.

Experimentation

Knowing how to conduct experiments is another way to arrange your

creativity into a useful framework. Once you develop creative ideas,
experimentation helps you test them and determine if they're viable in a real
situation. When using creative thinking, develop a process for planning and
documenting your experiments, then adjust variables to refine your results.

14
 Communication

Successful creative thinking involves the ability to articulate your

ideas and communicate them to others. This includes communication skills
like listening to others and processing their ideas, then sharing feedback.
Effective creative communication relies on your ability to provide an equal
exchange of ideas through speaking, writing and body language.

Storytelling

Storytelling is a creative thinking skill that involves taking your ideas

and developing them into a consistent narrative. Crafting a cohesive story
about how a situation progressed is a good way to find creative connections.
Using storytelling skills can also help you express ideas in a way that others
can easily understand and appreciate.

2.2.5 CREATIVE THINKING VS CRITICAL THINKING

Creative Thinking is a way of looking at problems or situations from a fresh

perspective to conceive of something new or original Critical Thinking is the
logical, sequential discipli ned process of rationalizing, analysing, evaluating and
interpreting information to make informed judgements and/or decisions.

They are the complementary skills that you use as different stages when trying to
solve a problem or forming a judgment about something. Critical thinking is the
ability to clearly and logically consider information that is presented to
us. Creative thinking is about generating new, novel, or useful ideas. The great
innovators combine critical thinking and creative thinking. Old world perspectives
with new world ideas.

15
Creative Thinking and Critical Thinking are two expressions that show the
difference between them when it comes to their inner meanings. Creative Thinking
is going beyond the limitations and being original and fresh in one‘s ideas. Critical
Thinking, on the other hand, is more evaluative in nature and analyses a particular
thing. Hence, one can conclude that while Creative thinking is generative in
purpose, Critical Thinking is analytical in purpose. This is one of the main
differences between creative thinking and critical thinking.

No matter what process you chose, the ultimate goal is to generate ideas that are
unique, useful and worthy of further elaboration. Oftentimes, critical thinking is
performed after creative thinking has generated various possibilities. Critical
thinking is used to vet those ideas to determine if they are practical

16
 UNIT -3

DECISION MAKING AND PROBLEM SOLVING

3.1 DECISION MAKING

3.1.1 DECISION MAKING MEANING

Decision making is the process of making choices by identifying a decision,

gathering information, and assessing alternative resolutions.

Using a step-by-step decision-making process can help you make more

deliberate, thoughtful decisions by organizing relevant information and defining
alternatives. This approach increases the chances that you will choose the most
satisfying alternative possible.

3.1.2 IMPORTANTS OF DECISION MAKING

Step 1: identify the decision

realize that you need to make a decision. Try to clearly define the nature of
the decision you must make. This first step is very important.

Step 2: gather relevant information

Collect some pertinent information before you make your decision: what
information is needed, the best sources of information, and how to get it.
This step involves both internal and external ―work.‖ Some information is
internal: you‘ll seek it through a process of self-assessment. Other
information is external: you‘ll find it online, in books, from other people,
and from other sources.

Step 3: identify the alternatives

17
As you collect information, you will probably identify several possible paths
of action, or alternatives. You can also use your imagination and additional
information to construct new alternatives. In this step, you will list all
possible and desirable alternatives.

Step 4: weigh the evidence

Draw on your information and emotions to imagine what it would be like if

you carried out each of the alternatives to the end. Evaluate whether the need
identified in step 1 would be met or resolved through the use of each
alternative. As you go through this difficult internal process, you‘ll begin to
favor certain alternatives: those that seem to have a higher potential for
reaching your goal. Finally, place the alternatives in a priority order, based
upon your own value system.

Step 5: choose among alternatives

Once you have weighed all the evidence, you are ready to select the
alternative that seems to be best one for you. You may even choose a
combination of alternatives. Your choice in step 5 may very likely be the
same or similar to the alternative you placed at the top of your list at the end
of step 4.

Step 6: take action

You‘re now ready to take some positive action by beginning to implement

the alternative you chose in step 5.

Step 7: review your decision & its consequences

18
 In this final step, consider the results of your decision and evaluate whether
or not it has resolved the need you identified in step 1. If the decision
has not met the identified need, you may want to repeat certain steps of the
process to make a new decision. For example, you might want to gather
more detailed or somewhat different information or explore additional
alternatives.

3.1.3 DECISION-MAKING SKILLS:

Decision-making skills are all of the skills you need to make an informed,
rational decision. Someone with good decision-making skills at work can assess all
the facts, understand the company‘s current state and goal state, and choose the
best course of action.

Decision-making skills examples

Decision-making is about much more than the final result. Numerous types of
skills go into decision-making, including analysis, creativity, collaboration, and
leadership skills.

Analytical skills

Analytical skills help you collect and assess information before you make a
final decision. An analytical person zooms out on the problem, looks at all
the facts, and tries to interpret any patterns or findings they might see. These
kinds of skills help you make fact-based decisions using logical thinking.

Creativity skills

Decision-making isn‘t just all facts and figures; it also requires creative
thinking to brainstorm solutions that might not be so straightforward or

19
traditional. Creative decision-makers think outside of what‘s been done
before and develop original ideas and solutions for solving problems. In
addition, they‘re open-minded and willing to try new things.

Collaboration skills

Good decisions take into account multiple ideas and

perspectives. Collaboration skills help you find a solution by working
together with one or more teammates. Involving numerous people in the
decision-making process can help bring together different skillsets, exposing
you to other problem-solving methods and ways of thinking.

Leadership skills

While collaboration is often crucial for good decision-making, someone

must take the lead and make a final decision. Leadership skills can help you
consider all perspectives and decide on a singular solution that best
represents your team members‘ ideas.

You don‘t need to be a manager to take the lead in decision-making. Even if

you don‘t have the final say, speaking up and sharing your ideas will not
only help you stand out at work but prove you can be an effective leader.

How to improve decision-making skills

Decision-making skills improve as you‘re required to make more

decisions, but you don‘t need to be in a high-stakes work environment to
practice these skills. You can even improve your decision-making with
exercises like what you‘re making for dinner — it‘s all about how you slow
down, consider the facts, ask for help, and reflect on your decision.

20
Problem-solving skills definition

Problem-solving skills are the ability to identify problems, brainstorm and

analyze answers, and implement the best solutions. An employee with good
problem-solving skills is both a self-starter and a collaborative teammate;
they are proactive in understanding the root of a problem and work with
others to consider a wide range of solutions before deciding how to move
forward.

Problem-solving skills examples

Problem-solving includes three main parts: identifying the problem,

analyzing possible solutions, and deciding on the best course of action.

Research

Research is the first step of problem-solving because it helps you understand

the context of a problem. Researching a problem enables you to learn why
the problem is happening. For example, is revenue down because of a new
sales tactic? Or because of seasonality? Is there a problem with who the
sales team is reaching out to?

Research broadens your scope to all possible reasons why the problem could
be happening. Then once you figure it out, it helps you narrow your scope to
start solving it.

Analysis

Analysis is the next step of problem-solving. Now that you‘ve identified the
problem, analytical skills help you look at what potential solutions there
might be.

21
 ―the goal of analysis isn‘t to solve a problem, actually — it‘s to better
understand it because that‘s where the real solution will be found,‖ gretchen
skalka, owner of career insights consulting, says. ―looking at a problem
through the lens of impartiality is the only way to get a true understanding of
it from all angles.‖

Decision-making

Once you‘ve figured out where the problem is coming from and what solutions are,
it‘s time to decide on the best way to go forth. Decision-making skills help you
determine what resources are available, what a feasible action plan entails, and
what solution is likely to lead to success.

3.2 PROBLEM-SOLVING
3.2.1 MEANING
Problem solving is the act of defining a problem; determining the
cause of the problem; identifying, prioritizing, and selecting
alternatives for a solution; and implementing a solution. The problem-
solving process. Problem solving resources.

3.2.2 PROBLEM-SOLVING NEED

Learn how to identify problems

Problem-solving doesn‘t just require finding solutions to problems that are

already there. It‘s also about being proactive when something isn‘t working as you
hoped it would. Practice questioning and getting curious about processes and
activities in your everyday life. What could you improve? What would you do if
you had more resources for this process? If you had fewer? Challenge yourself to
challenge the world around you.

22
3.2.3 PROBLEM-SOLVING PROCESS

Think digitally

―employers in the modern workplace value digital problem-solving skills, like

being able to find a technology solution to a traditional issue,‖ case says. ―for
example, when i first started working as a marketing writer, my department didn‘t
have the budget to hire a professional voice actor for marketing video voiceovers.
But i found a perfect solution to the problem with an ai voiceover service that cost
a fraction of the price of an actor.‖

Being comfortable with new technology — even ones you haven‘t used before —
is a valuable skill in an increasingly hybrid and remote world. Don‘t be afraid to
research new and innovative technologies to help automate processes or find a
more efficient technological solution.

Collaborate

Problem-solving isn‘t done in a silo, and it shouldn‘t be. Use your collaboration
skills to gather multiple perspectives, help eliminate bias, and listen to alternative
solutions. Ask others where they think the problem is coming from and what
solutions would help them with your workflow. From there, try to compromise on
a solution that can benefit everyone.

Adapt

If we‘ve learned anything from the past few years, it‘s that the world of work is
constantly changing — which means it‘s crucial to know how to adapt. Be
comfortable narrowing down a solution, then changing your direction when a
colleague provides a new piece of information. Challenge yourself to get out of

23
your comfort zone, whether with your personal routine or trying a new system at
work.

Put yourself in the middle of tough moments

Just like adapting requires you to challenge your routine and tradition, good
problem-solving requires you to put yourself in challenging situations —
especially ones where you don‘t have relevant experience or expertise to find a
solution. Because you won‘t know how to tackle the problem, you‘ll learn new
problem-solving skills and how to navigate new challenges. Ask your manager or a
peer if you can help them work on a complicated problem, and be proactive about
asking them questions along the way.

UNIT 4

EFECTIVE COMMUNICATION AND INTERPERSONAL

RELATIONSHIP

4.1 EFFECTIVE COMMUNICATION

4.1.1 EFFECTIVE COMMUNICATION MEANINGS

Effective communication is the process of exchanging ideas, thoughts,

opinions, knowledge, and data so that the message is received and understood with
clarity and purpose. When we communicate effectively, both the sender and
receiver feel satisfied.

Communication occurs in many forms, including verbal and non-verbal, written,

visual, and listening. It can occur in person, on the internet (on forums, social
media, and websites), over the phone (through apps, calls, and video), or by mail.

24
For communication to be effective, it must be clear, correct, complete, concise,
and compassionate. We consider

These to be the 5 c‘s of communication, though they may vary depending on who
you‘re asking.

4.1.2 NEEDS OF EFFECTIVE COMMUNICATION

In our daily life, communication helps us build relationships by allowing us

to share our experiences, and needs, and helps us connect to others. It's the essence
of life, allowing us to express feelings, pass on information and share thoughts. We
all need to communicate.

4.1.3 IMPORTANTS OFEFFECTIVE COMMUNICATION

The benefits of communication effectiveness can be witnessed in the

workplace, in an educational setting, and in your personal life. Learning how to
communicate well can be a boon in each of these areas.

In the workplace, effective communication can help you:

 Manage employees and build teams

 Grow your organization more rapidly and retain employees

 Benefit from enhanced creativity and innovation

 Build strong relationships and attract more opportunities for you or your
organization

In your personal life, effective communication can lead to:

 Improved social, emotional, and mental health

25
  Deeper existing connections

 New bonds based on trust and transparency

 Better problem–solving and conflict resolution skills

4.1.4 EFFECTIVE COMMUNICATION SKILLS

Communication, like any other skill, is one you can improve upon with
practice. Here are a few ways to start improving your communication skills,
whether at home or on the job.

TOP 10 SKILLS FOR EFFECTIVE COMMUNICATION

1. Be an attentive listener

Listening is one of the essential elements of effective communication. People who

are active or engaged listeners understand things in more detail. It means that
active listeners understand what the user is trying to say, even if the speaker is not
highly effective.

Sometimes people, particularly in the workplace, do not listen to what other people
say. They ignore it or do not listen with full attention. All this causes valuable
information to be misplaced and reduces the essence that you need for effective
communication.

Furthermore, being an active listener also helps you identify the current mood of a
speaker, and the intentions behind it. Hence, for effective communication, build a
deeper connection. And build trust within your team members, it is crucial to be an
attentive listener.

How to be an attentive listener?

26
To be an attentive listener, make proper eye contact with the speaker, and focus on
his or her expression and the words. In case of any confusion, you can ask
numerous questions. But make sure to do this after the conversation is over, as
interrupting for your benefit is not recommended. Moreover, be attentive and have
a proper body posture to practice active listening.

2. Be concrete and clear

Another skill that you should learn to be an effective communicator is to be precise

and unambiguous with your message. If you are a person that tells the whole
background story that is unauthentic and without any proof to explain your things,
then you are not an effective communicator.

However, if you are specific with your message, your audience can comprehend
you better. Being concrete with your message also means providing explicit details
about the information you are delivering, including facts and figures.

Furthermore, you should be clear with your message as well. You want your
message to be well-defined and clear so others can understand you better in a short
time. The clarity in a message is vital as it ensures that every member of the work
team can understand you without any inconvenience. To be clear in your speech,
use simple vocabulary, use active voice, and be clear about your objectives.

3. Non-verbal communication is the key

Your body language plays a vital role for you to be an effective communicator.
Words are important but what is more important is your tone, eye contact, facial
expressions, and hand gestures. Hand gestures while communicating represent that
you are confident and courageous. Hence, it allows the person you are speaking
with to pay attention to you and actually listen to what you are saying.

27
Using non-verbal communication while speaking helps build a stronger
relationship with others, and deliver your message more conveniently and
effectively. To improve your non-verbal communication, learn about different
hand gestures, tones, and stances. Also, make sure to pay attention to other
people‘s body language to interpret the message better.

It is surely one of very important top 10 skills for effective communication. You
can‘t ignore this.

4. Be relaxed

Stress and anxiety can ruin your communication and discourage you. Both these
things can cause you to be an ineffective communicator. To communicate
effectively, you should relax and be stress-free. Stress causes you to choose the
wrong sets of words. It makes it harder for your audience to understand you.

Also, remaining calm and stress-free during a conversation helps you understand
the nature of the conversation in a better way. Plus, it helps you choose between
fight and flight mode. Fight and flight here mean to reply or stay quiet depending
on the situation.

In addition, being relaxed also ensures that you make decisions that you no longer
regret in the future and avoid numerous complications. Hence, to communicate
effectively, it is recommended to stay calm.

5. Inform

To be an effective communicator, you should inform your audience about what

your conversation would be about. It would help your audience to have a general
idea about the conversation. Furthermore, it would also allow them to grasp the
knowledge easily. Other than that, you should also inform your audience about the

28
key features or points that they should listen to and keep in mind during the
conversation.

Informing others about what the conversation is about prepares your audience, and
helps them take the necessary action needed to comprehend you. You should also
explain your points in detail to your audience, as not all your audience might have
the same informative background as you. Explaining your ideas and thoughts in
detail helps numerous groups in the audience, which allows you to be an effective
communicator.

6. Be visual

Representing the information that you want to display in front of your audience in
a visual form helps them to remember it for a long time. It is embedded in human
psychology, that the information that we process information a lot faster than is
expressed in the form of pictures. According to a study, humans have an enhanced
ability to interpret and remember pictures for an extended period.

According to the same study, it was concluded that we do not remember words for
a longer time as compared to pictures. Hence, to be an effective communicator,
you must be able to make your points understood to your audience, and to do this,
it is advised to choose the right info delivering strategies like visual
communication. Visual communication means representing the information
through charts, maps, images, and graphs.

7. Show empathy

Showing empathy means showing understanding. There are times when your
statement or opinions contradict other members or members of the team. But in a
situation like this, you should not be angry or frustrated. Instead, you should

29
respect their opinion and admire their courage. Think of it as a healthy
competition.

To show exceeding levels of understanding and make sure that other people
consider you as a competitive communicator, make sure to use statements like ―i
know what you are trying to say, but….‖, or ―sorry, but i think….‖ Statements like
these would help others to know that you were paying attention to their views and
would boost their morale.

8. Completeness

Completeness means completing your sentences while communicating. Sometimes

you may notice that people start a sentence. But after a short, while they get so
confused, they start explaining other points leaving the first one. Hence, all this
creates utmost confusion and does not help with effective communication.

To communicate effectively, you must completely explain the first point in detail,
then move to the next one. Also, make sure that you move in a sequence while
explaining your points, and there must be a connection and logical deduction
within the sentences.

Furthermore, it is also crucial if you are replying to someone, as completeness

makes numerous things in conversation easy and structured. Hence, if you want to
be an effective communicator, make sure to develop this skill.

9. Give and receive feedback

Giving and receiving feedback is essential and one of the core skills for effective
communication. Giving feedbacks encourages a person, and similarly receiving a
couple helps you to view and improve your weak points.

30
You might not get all the feedback stating how good of a person you are.
Sometimes they may be tough to read, but you must act positively on them to be a
better communicator. Also, try to understand the problems that are causing people
to give the feedback they are giving. You can also ask the senders about what it
means if you cannot comprehend the feedback well.

10. Utilize your time insensible manner

To effectively communicate in a workplace or your profession, you must know

your team members. So, do not waste the precious time that you get during coffee
or lunch break in just sitting alone and eating. Make sure to utilize that time to
know more about your colleagues to have a better understanding of them.

The better the understanding you would have about your team members, the better
you would be able to communicate with them.

4.1.5 BARRIERS TO EFFECTIVE COMMUNICATION

The process of communication has multiple barriers. The intended communique

will often be disturbed and distorted leading to a condition of misunderstanding
and failure of communication. The Barriers to effective communication could be of
many types like linguistic, psychological, emotional, physical, and cultural etc. We
will see all of these types in detail below.

Linguistic Barriers

The language barrier is one of the main barriers that limit effective communication.
Language is the most commonly employed tool of communication. The fact that
each major region has its own language is one of the Barriers to effective
communication. Sometimes even a thick dialect may render the communication
ineffective.

31
As per some estimates, the dialects of every two regions changes within a few
kilometers. Even in the same workplace, different employees will have different
linguistic skills. As a result, the communication channels that span across
the organization would be affected by this.

Thus keeping this barrier in mind, different considerations have to be made for
different employees. Some of them are very proficient in a certain language and
others will be ok with these languages.

Psychological Barriers

There are various mental and psychological issues that may be barriers to effective
communication. Some people have stage fear, speech disorders, phobia, depression
etc. All of these conditions are very difficult to manage sometimes and will most
certainly limit the ease of communication.

Emotional Barriers

The emotional IQ of a person determines the ease and comfort with which they can
communicate. A person who is emotionally mature will be able to communicate
effectively. On the other hand, people who let their emotions take over will face
certain difficulties.

A perfect mixture of emotions and facts is necessary for effective communication.

Emotions like anger, frustration, humour, can blur the decision-making capacities
of a person and thus limit the effectiveness of their communication.

Physical Barriers to Communication

They are the most obvious barriers to effective communication. These barriers are
mostly easily removable in principle at least. They include barriers like noise,

32
closed doors, faulty equipment used for communication, closed cabins, etc.
Sometimes, in a large office, the physical separation between various employees
combined with faulty equipment may result in severe barriers to effective
communication.

4.2 INTERPERSONAL RELATIONSHIP

4.2.1 DEFINING THE INTERPERSONAL RELATIONSHIP

Interpersonal relationships are the strong connections we feel with those closest to
us. This could be:

 Friends

 Colleagues

 Family members

 Romantic partners

They‘re built on mutual respect, trust, and loyalty and they can provide us with
support, care, and even love. �

4.2.2 INTERPERSONAL RELATIONSHIP NEEDS

For each of the three interpersonal needs (Inclusion, Control and Affection), people
have different strengths of desire to get that need met. Knowing about
interpersonal needs gives us a better sense of why we seek out or avoid certain
situations, as well as why we seek to have those needs met.

4.2.3 INTERPERSONAL RELATIONSHIP SKILLS

Types of interpersonal skills include being a good listener, understanding

what's being said, and providing a positive, useful response. Someone with good
33
interpersonal skills might decide to resolve an argument among colleagues that's
preventing them from getting an important task done.

4.2.4 TYPES OF INTERPERSONAL RELATIONSHIPS

There are different types of interpersonal relationships. They‘re all equally

important but each is unique. They depend on individual connection and the
expectations of the relationship.

TYPES OF INTERPERSONAL RELATIONSHIPS.

Family

Family can include our parents, siblings, grandparents, aunts, uncles, cousins,
caregivers, and guardians. These are the first relationships we ever form. We often
have close ties to family members. These bonds can last a lifetime.

Sometimes we hold different values or ideals than family members do. And that‘s
a-ok! But it‘s super important to maintain open and respectful communication.

In some cases personal differences can‘t be overcome and the interpersonal

relationships with family members might become strained or non-existent.

Friendship

While you don‘t get to choose your family, you do get to choose your friends.
Some friendships are even more important than family connections.

There‘s no cookie-cutter formula to explain friendships because they‘re complex.

You‘ll experience different types of friendships throughout your life.

Friends may highlight different aspects of your personality, so don‘t worry if your
friends don‘t always share the same level of connection. Some of these

34
relationships may only last a little while, but other bonds will stand the test of time.
If it feels right it feels right.

If you find yourself in a toxic situation it‘s okay to separate yourself from the
relationship. Ultimately, this will be what‘s best for both of you.

Romantic

Sometimes mutual attraction evolves from ―i like you‖ to ―i like you and i love
you.‖ This is a romantic interpersonal relationship. A romantic relationship can
sometimes start as a friendship, but they are different.

The way you feel love for friends and romantic partners may vary. You can totally
love your friends. But you aren‘t necessarily in love with them.

Another difference is how you act out your feelings. Romantic love is often
expressed through physical and sexual touch.

Work

You may see your coworkers more than you see your own family, so it‘s normal to
form strong bonds with your work peeps. Your shared experiences can
create relationships that impact the workplace dynamic.

We don‘t always agree with colleagues, even if they‘re a friend, but it‘s important
to maintain respectful communication to ensure both work and friendship are
valued.

Here are some helpful tips for workplace friendships:

 Set boundaries.

 Keep office convos about the work.

35
  Find an appropriate balance between personal and professional.

 Save the lengthy convos and hot goss about last night‘s tinder disaster for
happy hour.

Setting the stages

Relationships develop over time and each interpersonal relationship dynamic has
its own vibe. They often vary in length and intensity, but each relationship is
experienced in a set of stages.

36
 UNIT-5

COPING WITH STRESS

5.1 COPING WITH STRESS

5.1.1 COPING WITH STRESS MEANING

is the ability to acknowledge and accept the stress in our lives, recognize its
source and the effect it has on us. It includes the ability to take action to reduce/
overcome stress, as well as manage the source of stress. This skill also includes our
ability to understand our emotions and reactions to conflict, as well as manage
feelings of anxiety and other difficult emotions in order to function effectively in a
range of situations.

This skill provides us with the strength to face stressful, unpredictable and
conflicting situations, deal with accompanying emotions and look for solutions that
are most beneficial.

5.1.2 NEED TO COPE WITH STRESS

Not all stress is bad. But long-term stress can lead to health
problems. Preventing and managing long-term stress can lower your risk for other
conditions — like heart disease, obesity, high blood pressure, and depression.

What do you need to cope with stress?

Healthy Ways to Cope with Stress

 Take breaks from watching, reading, or listening to news stories, including

those on social media. ...
 Take care of yourself. ...

37
  Take care of your body. ...
 Make time to unwind. ...
 Talk to others. ...
 Connect with your community- or faith-based organizations.
 Avoid drugs and alcohol.

5.1.3 TYPES OF COPING STRATEGIES

There are many different conceptualizations of coping strategies, but the five
general types of coping strategies are

1. problem-focused coping,
2. emotion-focused coping,
3. social support,
4. religious coping, and
5. meaning making.

5.1.4 COPING STRESS MANAGEMENT IMPORTANT

Stress management gives you a range of tools to reset and to recalibrate your alarm
system. It can help your mind and body adapt (resilience). Without it, your body
might always be on high alert. Over time, chronic stress can lead to serious health
problems.

5.2 COPING WITH EMOTIONS

5.2.1 COPING WITH EMOTIONS MEANINGS

coping with emotions means recognizing emotions within us and others and
being aware of how emotions influence behavior. We should be able to respond to

38
 emotions appropriately. Intense emotions like anger or sadness can have negative
effects on our health if we do not respond appropriately.

5.2.2 COPING WITH EMOTIONS SKILLS

7 strategies that can help to manage emotions in a healthy and helpful way.

 Identify and reduce triggers. ...

 Tune into physical symptoms. ...
 Consider the story you are telling yourself. ...
 Engage in positive self-talk. ...
 Make a choice about how to respond. ...
 Look for positive emotions. ...
 Seek out a therapist.
coping with emotions important
5.2.3 COPING WITH EMOTIONS NEEDS AND IMPORTANTS
Suppressing our emotions leads to negative consequences.
The more our feelings build up, without allowing them to be expressed, the more
overwhelming they feel. This can also cause us to turn to more unhealthy ways of
coping with our emotions such as using substances or turning to food to manage
emotions.
Thinking about expressing emotions to others can bring up feelings of uncertainty
and fear. Many of our behaviors, both conscious and unconscious are learned early
in life. Thus, if emotions associated with these behaviors were not validated
growing up, it can feel overwhelming to try and share them as adults. Additionally,
witnessing behaviors and behavioral patterns from important figures in our lives
conditions us to develop beliefs about our emotions. For many of us we may have

39
grown up in homes where no one discussed their feelings or in a home where
certain feelings were linked to being ―bad‖ or ―good‖. That being said, as an adult
this can then lead to difficulties in understanding how to regulate your emotional
experiences. No matter what you may or may not have learned, it‘s important to
understand your feelings and emotions, including how they manifest in your body.
Here are a few things that are important to keep in mind when we think of
emotions.

1. Emotions are part of being a human.

Our emotions communicate important information to us. We are built to feel

a continuum of positive and negative emotions including anger, fear,
sadness, excitement, love, and happiness. Our emotions allow us to
understand, connect, and communicate with others and ourselves. Emotions
let us know when we need to support a friend, fight for ourselves, or leave a
situation. Feeling our emotions is part of survival and can lead to living a
more fulfilled life. However, for many of us, we have been taught that
emotions should not be felt and rather suppressed or ignored. Rather than
celebrating our emotions, there have been negative connotations placed on
how important all emotions are.

2. Suppressing our emotions leads to negative consequences.

Not understanding or identifying your emotions can lead to negative

consequences. Research shows that when we suppress our emotions we can
become more aggressive and easily agitated. Blocking emotions or
controlling emotions that need to be felt can build up inside of you, causing
you to feel them unexpectedly, at inopportune times. The more our feelings
build up, without allowing them to be expressed, the more overwhelming

40
 they feel. This can also cause us to turn to more unhealthy ways of coping
with our emotions such as using substances or turning to food to manage
emotions. Not identifying and allowing yourself to feel emotional cues can
lead to a variety of physical health issues including IBS, heart disease, and
lowered immune systems.

3. Connect with your emotions.

Whether you are someone who suppresses emotions, feels overwhelmed by

them or is unclear what certain emotions even feel like, it‘s important to
make space to connect to them. Many of us are not taught how to be in touch
with emotions, however that doesn‘t mean you can‘t learn how to regulate
your emotions and feel them in healthy ways.

Here are some ways to practice connecting with your emotions:

 Stop and observe: Take a moment during your day and check in with
yourself both mentally and physically. Ask yourself how you are feeling. Do
you notice any tension in your body? What thoughts come up for you,
whether positive or negative? Try to be nonjudgmental as you explore what
is going on for yourself in the moment.

 Breathe: As you observe sensations you are experiencing, and identify

feelings you may have, take a few, deep, controlled breaths. Make the exhale
longer than the inhale. This type of breathing activates the vagus nerve,
which helps to regulate emotions and our nervous system. When you breathe
deeply, you support the regulation of your emotions and reduce the intensity
of your emotions in that moment.

 Engage in self-compassion: Remember that you are human, and all humans
experience a range of emotions. When you have a negative response to your
41
 emotions, this is likely due to something you learned when you were
younger. Honor all of your emotions; this is one way to accept yourself and
practice self care. Research shows that practicing self-compassion and self-
soothing releases oxytocin to our bodies, which makes us feel calmer and
more connected with ourselves and others.

It can seem daunting to begin to feel your emotions, especially if you have been
taught to do the opposite. However, emotions need to be felt so you can release
them and move forward; even the most difficult emotions do not last forever.
The person will be able to :

 Recognise and acknowledge stress in their lives.

 Identify situations wherein they tend to feel stressed.
 Identify their own physical and emotional responses to stress.
 Identify conflicting emotions and use strategies to manage them.
 Identify activities that help them relax.
 Recognise the advantage of talking to someb ody to reduce stress.
 Practise different strategies to manage and reduce stress.

Action

The person will be able to :

 Recognise and acknowledge stress in their lives.

 Identify situations wherein they tend to feel stressed.
 Identify their own physical and emotional responses to stress.
 Identify conflicting emotions and use strategies to manage them.
 Identify activities that help them relax.
 Recognise the advantage of talking to somebody to reduce stress.

42
 Practise different strategies to manage and reduce stress.

43