Interpersonal Communication

1

• Interpersonal Communication

2
The Communication Process

• Source (the sender)? 2. Message?
• 3. Channel (medium)? 4. Receiver?
• 5. Feedback? 6. Environment? 7. Noise
• (Distractions can have pervasive influence on
• all components of communication process.)

3
Communication and Information Technology

• E-Mail (Written messages have replaced many
  telephone and in-person interchanges.)
• Company blogs or Web logs (Sends information with
  soft, human touch.)
• Presentation technology (Eye contact and human
  touch still needed.)
• Telecommuting and the distributed workforce (Many
  positives and negatives.)

4
Impact of Computer-Mediated Communication on
Behavior

• Communication more widespread and immediate, and
  can be fast-paced
• Limited human touch a problem
• Invites Web surfing and useless e-mails
• Repetitive motion disorder widespread
• Too many wired managerial workers
• Multitasking has benefits but can lead to
  rudeness and low productivity

5
Nonverbal Communication

• 1. Environment (setting of message)
• 2. Body placement
• 3. Posture
• 4. Hand gestures
• 5. Facial expression and movement

• 6. Voice tone
• 7. Clothing, dress, and appearance (How you look
  and act sends a message.)
• 8. Mirroring
• 9. Touching (Be careful here.)

6
Informal Communication Channels

• Grapevine is major informal channel.
• Rumors thrive when communication is vague.
• Chance encounters with managers work well as
  communication vehicle.
• Management by walking around enhances open
  communication.

7
Grapevine

• Grapevine Characteristics
• Informal, not controlled by management.
• Perceived by most employees as being more
  believable and reliable than formal
  communications.
• Largely used to serve the self-interests of those
  who use it.
• Results from
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety

8
Barriers to Interpersonal Communication

• 1. Semantics (Meanings
• to words vary.)
• 2. Filtering of negative
• information (Why upset
• the boss?)
• 3. Lack of credibility of
• sender
• 4. Mixed signals (Which
• message is true?)

• 5. Different frames of reference
• 6. Value judgments (Dont jump too soon.)
• 7. Information overload (The brain has limits.)
• 8. Poor communication skills

9
Barriers to Effective Communication
Filtering A senders manipulation of information
so that it will be seen more favorably by the
receiver.
Selective Perception People selectively interpret
what they see on the basis of their interests,
background, experience, and attitudes.
Information Overload A condition in which
information inflow exceeds an individuals
processing capacity.
10
Barriers to Effective Communication (contd)
Emotions How a receiver feels at the time a
message is received will influence how the
message is interpreted.
Language Words have different meanings to
different people.
Communication Apprehension Undue tension and
anxiety about oral communication, written
communication, or both.
11
Overcoming Communication Barriers via Sending
Messages

• 1. Clarify ideas first.
• 2. Motivate the receiver.
• 3. Discuss differences in frames of reference.
• 4. Foster informal
• communication.
• 5. Communicate feelings
• behind facts.

• 6. Be aware of nonverbal communication.
• 7. Obtain feedback.
• 8. Adapt to others communication style.
• 9. Engage in meta-communications.

12
Overcoming Cross-Cultural Communication Barriers

• Show respect for all workers.
• Easy language, slow and clear talk.
• Be alert to differences in customs and behavior.
• Watch for differences in nonverbal communication.
• Overlook style, accent, grammar, personal
  appearance.

13
Overcoming Cross-Cultural Communication Barriers,
cont.

• Listen for understanding, not agreement.
• Be attentive to individual differences in
  appearance. (Do not confuse people because they
  belong to same race or ethnic group.)