Post on 04-Apr-2018
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The Basics of EffectiveInterpersonal Communication
BY SUSHILA BAHL
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Have you ever metsomeone with whom you
just could notcommunicate?
A person who, for somereason, seems to bristle upon
our approach, leavingcommunication as we know it
completely out of the
question?
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Have you ever beenmisunderstood bysomeone?
Have you ever said or did
something, with pure motivesand good intentions, whichwas misinterpreted?
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Which is more importantin social interactions andinterpersonalrelationships?
The actual behavior or the
motivation behind thebehavior?
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No matter how importantour motives are, peopleread us by what they seeand hear
not by what we want
them to see and hear
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Our ability to understand
how people see and hearus is critical to effectivecommunications
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English is a crazy language There is no egg in eggplant; neither apple nor pine in
pineapple.
English muffins weren't invented in England orFrench fries in France.
If the plural of tooth is teeth, why isn't the plural ofbooth beeth?
One goose, 2 geese. So one moose, 2 meese? Doesn't it seem crazy that you can make amends but
not one amend
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Communication Efficient communication is ESSENTIAL
to being successful in life.
The biggest source of interpersonalproblems is poor communications.
The key to the communication processis to be UNDERSTOOD.
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CommunicationAmong personal qualities
possessed by college graduates theability to communicate effectivelywas ranked first by employers.
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Before you begin
What do I already know about
interpersonal communication? What are my learning goals for this
program?
How do I think I will be able to apply mylearning on the job?
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Course Content This program will cover:
What communication is
Why and how we communicate Barriers to communication
Sharing ideas
Getting information from others Giving constructive feedback
Body language
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Course Objectives The objectives of this program are to:
provide a basic overview of verbal and
non-verbal interpersonal communicationprocesses
identify personal obstacles to effective
interpersonal communication define some strategies for improving
individual and group communications
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What is communication? What do you think communication is?
How would you define it?
Take a few moments towrite down some of
your thoughts
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Communication Communication is defined as the interchange
of thoughts or opinions through sharedsymbols; e.g. language, words, phrases
Communication is a process of coding &decoding messages.
Derived from the Latin word communiswhich means to share i.e sharing of ideas ,concepts, feelings & emotions.
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Four facets of communication Three are four facets in all types of
communication:
Sender
Receiver
Information
Behavior
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Basic Elements Of
Communication Sender / Encoder / Speaker
Receiver/ Decoder / Listener
Message
Medium / Channel
Feedback
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Four facets of communication In any communication:
The Senderis the person trying to
communicate a message The Receiveris the person at whom the
message is directed
A message is sent to convey information Information is meant to change behavior
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The Communication Process The TransmissionModel
Noise
Feedback
Noise
Sender
Encoding
Channel
Decoding
Receiver
Noise
Noise
Feedback
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Types of NOISE Channel Noise - External interference in
the communication process.
Semantic Noise - Message gets throughas sent but is not understandable to thereceiver.
Psychological Noise - Internal factorsthat lead to misunderstandings in thecommunication process.
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SENDER
Self-concept
Family
CultureSkills
Feelings
Attitudes
Values
RECEIVER
Self-concept
Family
CultureSkills
Feelings
Attitudes
Values
CHANNEL
Television,
telephone,
speaking, writing,computer
MESSAGE
FEEDBACK
INTERFERENCE
CONTEXT
Environment,
status, time
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Shared symbols Sometimes when we communicate we
assume we are using shared symbolswhen we might not be
Think about the term asap, as soon aspossible. What does it reallymean?
Think about how the meaning might changein the situations on the next slide
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Shared symbols How might your meaning of asap change in
these situations? Someone from another department calls. He
needs some detailed information asap; but youare already rather busy.
A coworker comes to you for help with anassignment. She needs you asap; but you have
another job to finish before lunch. Your immediate supervisor, whom you like to
please, asks you to type a memo for her asap; butyou already have a stack of other jobs to finish.
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Shared symbols Someone from another department calls.
He needs some detailed information asap;
but you are already rather busy.
In this situation, you might interpret asapas when I have finished all of my ownwork and have a chance to get to it. Itmight be tomorrow or the next day.
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Shared symbolsA coworker comes to you for help with an
assignment. She needs you asap; but you
have another job to finish before lunch.
In this situation, you might interpret asapas after I have finished my own work, Iwill help out after lunch.
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Shared symbolsYour immediate supervisor, whom you like
to please, asks you to type a memo for her
asap; but you already have a stack ofother jobs to finish.
In this situation, you might interpret asapas Ill do this now and finish my otherwork afterwards.
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Shared symbols In the previous examples, weve seen the
meaning of asap change from in a fewdays to immediately.
Many other words and phrases are alsovague and have different meanings for
different people.
Shared symbols are not always completelyshared. The message intended is not always
the message received.
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Missed communication
As Purchasingordered it.
As the Art Dept.designed it.
As the Supervisorimplemented it.
As the ManagerRequested it.
As Marketingwrote it up.
What the Employeereally wanted!
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Why does
Communication fail?
W d hi 10
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Why does
Communication fail?
We need to hire 10
more salespersons
We need 10
more in sales
Increase sales
by 10
Well have to
increase profit
by 10
If we are
going to
increase
profits, well
have to cut
costs.
Well have to
cut 10 sales
people
%$&*
@#
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Why do we communicate? What do you think?
Take a few moments towrite down some ofyour thoughts
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Why we communicate We communicate to:
Share our ideas and opinions
Provide feedback to others Get information from others
Gain power and influence
Develop social relationships Maintain self-expression and our culture
and other ideas you may have thought of
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How do we communicate? Think of the many ways in which you
communicate
Take a few moments towrite down some of
your thoughts
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How we communicate We communicate and build
interpersonal relationships through:
Speech
Writing
Listening
Non-verbal language Music, art, and crafts
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Choosing your medium Depending upon the situation, one method
of communication may be better thananother. In person: one-to-one
In person: meetings, small groups
In person: presentations, large groups
Letter
Memo
Note
Voice mail
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Choosing your medium To determine the best medium for your
message determine:
What you as the senderneed to achieve What the receiverneeds to know. What
the receiverwants to know
How detailed, important, and or personal
the informationin the message is Which behavioryou want to influence and
how
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Choosing your medium How would you communicate
an organizational change in your unit
the introduction of a new employee a change in someones job duties
a reprimand
notice of a meeting
Take a few moments to write down some ofyour thoughts
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Choosing your medium The best way to communicate
an organizational change in your unit by
memo and small group meetings the introduction of a new employee by
group and one-on-one meetings
a change in someones job duties by
memo and one-on-one meeting a reprimand in a one-on-one private meeting
notice of a meeting by memo and email
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Difference between oral and
written communication Oral communicationinteractive, fluid,
brief, non-restrictive in place, immediate
feedback. Written Communication - non
Interactive, restrictive in place, feedback notimmediate, longer with respect to time.
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Communication network in an
Organization (Internal) Internal Formal & Informal
Vertical
Horizontal
Diagonal
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External CommunicationExternal customers( can be written or oral)
Advertising
Media Public Relations
Presentations
Negotiations
Mails Telegrams
Letters
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Communication Communication occurs in three
directions in organizations
Upward communications
Downward communications
Lateral communications
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I Heard It on the Grapevine The grapevine is an
informal communication
network within anorganization.
Research reflects thatabout 75 % of the
communication in thegrapevine is accurate.
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Communications Did you know? People remember:
10 percent of what they read
20 percent of what they hear
30 percent of what they see
50 percent of what they see and hear
80 percent of what they say
90 percent of what they say and do
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Communications Did you know? If you tell 100 people something without
repetition:
After 24 hours, 25 percent have forgotten it After 48 hours, 50 percent have forgotten it
After 72 hours, 75 percent have forgotten it
After one week, 96 percent have forgotten it
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Barriers to communication What are barriers to communication
that exist in any work setting?
Take a few moments towrite down some of
your thoughts
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Barriers to communication Some common barriers to interpersonal
communication include: Unclear process:The receiver and sender may not share
the same language, slang, jargon, vocabulary, symbols
Chain of command:There may be too many layers that amessage passes through between sender and receiver
Large size of an organization, geographicdistance:Large numbers of receivers require good messagesending methods
Personal limitations:Physical and mental disabilities,and differences in intelligence and education may interfere withmutual understanding
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Barriers to communication Additional common barriers to interpersonal communication include:
Human nature: Peoples egos, prejudices, and traditions can get inthe way
Conflicting feelings, goals, opinions: If people feel on opposite
sides of an issue they may not share Power: The idea that knowledge is power can lead to information
hoarding
Improper timing Is the boss distracted today?
Selective Perception receiver hears message based on his/herinterests, needs, motivations, experience, background and otherpersonal characteristics.
Defensiveness response when receiver interprets message asthreatening
and other ideas you may have thought of
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THANK YOU