Interpersonal Skills and Empathy

Name: Interpersonal Skills and Empathy
Author: KnowledgeCity

Improve communication using interpersonal skills

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Course: On-Demand

(upbeat music) (percussion cymbals crescendo) Interpersonal skills are often necessary for success in the professional world. One interpersonal skill they can be particularly important in the workplace is knowing how to use tact when interacting with others. The Miriam Webster English Dictionary defines tact as the ability to communicate and interact with others in a way that does not offend them. When you communicate with tact, you explain information to an audience only after first considering whether it might be negative or painful to hear, and anticipating how that could impact your audience's emotion and future course of action. Using tact can help you to preserve civility, show respect for others, preserve their self-esteem, and even protect your relationship with them. Tact is often important when you have to relay information that could negatively impact others' emotions or situations. Tact also plays a key role when providing critical feedback, making it an especially important skill for leaders. But being tactful doesn't require you to be indirect or unclear with your words, just careful. Tact is being able to clearly explain what someone needs to know by selecting words and nonverbal cues that do not antagonize them, or add unnecessary negativity to an already unfavorable situation. It's best to use tact when you have something important to say, but you want to be amiable, polite, nonconfrontational, nonaggressive, and forward thinking about finding solutions. Here are some things for you to remember when using tact. Ensure that your nonverbal communication, such as body language and tone of voice relay the same nonconfrontational stance as your words. For example, use open body language and a calm tone of voice. Engage in active listening in which you truly care about what the other person has to say and demonstrate you're paying attention to them. Avoid interrupting and try to respond in ways that show you're following along with their train of thought. While active listening can help you understand exactly where the other person is coming from, empathetic understanding helps you respond in a way that can soften the blow of bad news and speak in a way that promotes harmony between you and the other person. Avoid being flippant, humorous, or sarcastic when discussing matters that the other person may find distressing. Try not to be accusatory. Whenever you can, and especially whenever opinions are involved, explain your perspective instead of pointing fingers. You can say, "It looks like what happened was," instead of, "It looks like you didn't do," to help others save face and stay focused on solutions rather than blame. Read the room and get the timing right. You do not want to approach someone with bad news when it's inappropriate to do so. This includes providing back-to-back bad news reports, or sharing positive sounding news without accounting for any possible downsides. And don't joke or make offensive and discriminatory comments about a person's protected characteristic such as race, religion, sex, age, et cetera.

Intermediate Provider : KnowledgeCity 5 Lessons · 18m in Arabic, German, English, Spanish, French, Portuguese, Chinese

Course Description

Interpersonal skills are often necessary for success in the professional world. As a professional, you will have to persuade others, negotiate your needs, and convey important information. This involves using tact to communicate effectively and respectfully. Because of this, it is beneficial to know how to establish credibility, communicate without offending others, and build respectful relationships. How can you communicate with tact to develop credibility and persuade others? How can you negotiate your needs while still respecting others?

In this Interpersonal Skills and Empathy course, you will learn the skills needed for effective communication in the workplace. Effective communication requires tact, non-verbal cues, and active listening. You will also learn about other interpersonal skills like creating credibility, negotiating your needs, and establishing connections through rapport and small talk. By the end of this course, you will be able to have more productive interactions with others using interpersonal, negotiation, and communicative skills.

What You'll Learn

Recognize the elements of tact when communicating in the workplace
Apply interpersonal skills to have more productive professional interactions
Demonstrate credibility and communicate credibly with others
Build rapport through small talk and asking questions
Negotiate your needs and say no while still respecting others
Use non-verbal cues and active listening for effective communication

Key Takeaways

Interpersonal skills are often necessary for success in the professional world, where you must persuade others, negotiate your needs, and convey important information.
Effective communication requires tact, non-verbal cues, and active listening.
Communicating with tact helps you establish credibility, persuade others, and build respectful relationships without offending people.
Establishing connections through rapport and small talk is part of strong interpersonal skill sets.
By the end of the course, you will be able to have more productive interactions using interpersonal, negotiation, and communicative skills.

Frequently Asked Questions

Who is this Interpersonal Skills and Empathy course for?

It is for professionals who need to persuade others, negotiate their needs, and convey important information effectively and respectfully in the workplace.

What will I learn in this course?

You will learn the skills needed for effective workplace communication, including tact, non-verbal cues, and active listening, as well as creating credibility, negotiating your needs, and establishing connections through rapport and small talk.

What topics do the lessons cover?

The lessons cover having tactful interactions, communicating credibly, building rapport through small talk and questions, and negotiating your needs and saying no, followed by a knowledge test.

What will I be able to do after completing this course?

By the end of the course, you will be able to have more productive interactions with others using interpersonal, negotiation, and communicative skills.

Professional Certifications and Continuing Education Units (CEUs)

Project Management Institute (PMI®)

Professional Development Units (PDUs): 0.5

Certification Program Categories:

Ways of WorkingPower SkillsBusiness Acumen

KnowledgeCity has been reviewed and approved by the PMI® Authorized Training Partner Program. Users can maintain your PMI credentials by earning PDUs from KnowledgeCity qualified courses in Project Management, Business Management, Leadership and many others.

Society for Human Resource Management (SHRM®)

Professional Development Credits (PDCs): 0.5

Certification Program Categories:

Leadership & NavigationBusiness AcumenConsultationGlobal MindsetEthical PracticeRelationship ManagementAnalytical AptitudeCommunicationDiversity, Equity & Inclusion

KnowledgeCity is approved by SHRM as a Recertification General Provider to offer SHRM-CP or SHRM-SCP professional development credits (PDCs). By taking the courses approved by SHRM, KnowledgeCity can award SHRM Professional Development Credits (PDCs) for HR knowledge and competency programs related to the SHRM Body of Applied Skills and Knowledge™ (the SHRM BASK™).