Instructor: Fatima NaseemInstructor: Fatima NaseemLecture # 09Lecture # 09
[email protected] http://web.uettaxila.edu.pk/CMS/AUT2010/http://web.uettaxila.edu.pk/CMS/AUT2010/cpComSbs/index.aspcpComSbs/index.asp
COMMUNICATIONS COMMUNICATIONS SKILLSSKILLS
Chapter # 16Chapter # 16
Strategies For Successful Strategies For Successful Interpersonal Interpersonal
CommunicationCommunication
OverviewDyadic CommunicationDyadic Communication
Self PerceptionsSelf PerceptionsDyadic Communications RelationshipsDyadic Communications Relationships
InterviewingInterviewingInterview PurposesInterview PurposesInterviewee’s ResponsibilitiesInterviewee’s ResponsibilitiesInterviewer’s Responsibilities Interviewer’s Responsibilities
TelephoningTelephoningDictatingDictating
Suggestions for DictatingSuggestions for DictatingExamples of DictatingExamples of Dictating
IntroductionFace to face meetings are the most common
type of communications in an organizationSuch informal type of interactions are called
Interpersonal CommunicationInterpersonal CommunicationIt has the opportunity for immediate feedback
involving oral and non-verbal responses, not delayed
Many of the communications are with one other person
Such interactions are called dyadic communication which is 1:1 relation ship
DYADIC COMMUNICATIONDYADIC COMMUNICATION
Dyadic CommunicationDefined as two persons seeking to
exchange informationWhile considering Dyadic communication
two things are important to realizeSelf PerceptionSelf PerceptionDyadic Communications RelationshipDyadic Communications Relationship
Self PerceptionHow you perceive others personalityWhat are your inferences from whatever
you see and feelYour self perceptions can be tested through
honest feed-back from an intimate friendYou may judge yourself and others from
your point of view and you might be right or wrong
Jumping to conclusions too quickly may be dangerous
Tall BeardWears jeans to class has holes in jeansFriendlyMarriedDrives a four wheel drive truckSmokesWears a horn rimmed glassesWears no socksConsistently late
Self Perception Cycle
Self Perception
Oral Responses Self Behavior Non-Verbal
Responses
Perceptions by Others
Self Perception Cycle
Dyadic Communication RelationshipImpossible to avoid response or
communication at allUnidirectional communication lacks
feedbackSome people say it is impossible not to
communicate, turning away from someone is also a form of communication
Minimal Interpersonal Communication
Extensive Interpersonal Communication
A
B
C
D
Minimal FeedbackA
B
C
D
Extensive Feedback
Functional RelationshipsTwo parties communicating with a common
aimInterviewing for a positioninstructional interviewTelephone exchangeGrade reviewJob termination
Types of RelationshipsLevels at which you relate peopleVery intimate to non intimateFamily to friends to acquaintancesNo communication with a stranger stars
with direct purposeAlways a pleasant start
Three Types Of Dyadic Communication In Business
InterviewingTelephoningDictation
INTERVIEWINGINTERVIEWING
InterviewingA job interview may be the most intense dyadic
communication you will ever encounterSome colleges have Career Development
offices for guiding their graduatesInterview is always with a purpose and needs
to be prepared
Interview PurposeSeeking PositionInforming on JobSolving ProblemSupporting SolutionCounseling EmployeeEvaluating EmployeeGathering Information
Interviewee’s ResponsibilityPreparation Before The InterviewPreparation Before The InterviewUnderstand yourself (self assessment)Know details about available position
(relate your skills with it)Do homework on companyRehearse possible questionsSpeak with insiders
Procedures During The Job InterviewProcedures During The Job InterviewGive positive first impression (handshake and
smile)State your understanding of interviewOrganize your answersListenAsk thoughtful questionsOffer a conclusion at the endFollow Up After The Job InterviewFollow Up After The Job InterviewPromptly accomplish if any specific action is
requiredProvide the asked info as soon as possibleIf required send a thank you note within a day
Computer InterviewInterviews through computer conferencing
to reduce the cost of interviewMany distant interviews are conducted in
this wayBasic technological aids neededBasic technological aids neededHigh speed netA computer at each endA small cameraA microphoneSome software
Contd…Suggestions for computer interviewSuggestions for computer interviewTry out equipment beforehandAvoid excessive movementUse audio visual check before startDress as interview was live; person to
personAssume everything you say will be heardAvoid high contrast clothingTry to relax
Interviewer’s ResponsibilitiesIn a patterned interview interviewer controls
the direction of the conversationAn already agreed upon form may be usedThey already have your resume and they know
more than you may know about themObjectives of patterned interviewObjectives of patterned interviewRecruiters often have four goals
Evaluate job qualifications that resumes cannot provide
Determine oral communication abilityGive essential facts about the companyEstablish good will
Contd…Interviewer’s Preparation Before InterviewInterviewer’s Preparation Before InterviewRead each applicants resume prior to meetingBe aware of the national and state laws about
employment practicesOmit personal bias from your prepared
questionsWarm-up period Warm-up period Try to make interviewee comfortableGreet warmlyAsking about hobbies is a good start
Contd…Main content of the interviewMain content of the interviewAfter brief warm-up, make purpose of interview clearTell what you plan to cover in the interviewEncourage the applicant to do most of talking but
control the flow of interviewAsk appropriate questions (focus on what can’t be
get from other sources)Open-ended questions and statements (elaborative
questions)Dead end questions (yes/ no/ one word answer)Use effective methods (avoid embarrassing
questions)
TELEPHONINGTELEPHONING
TelephoningA type of interpersonal communicationMost frequent and extensively used
Points to Consider In International Points to Consider In International Telephoning:Telephoning:Be aware of time zonesSpeak more clearlyRestate and summarize more oftenFollow up the conversation with a fax or a
letter
Sender’s Preparation Prior to a phone Call:Sender’s Preparation Prior to a phone Call:Know your specific purposeBe clear rather than having rambling thoughtsIntroduce yourself if calling after a long timeKnow the precise person you are calling and the
time to callGive thought to your opening statementTake notesHave necessary documents with you
Message receivers guidelines:Message receivers guidelines:Be patientListen an don’t interruptRestate End politely
DICTATINGDICTATING
DictatingDictation is a special type of dyadic communication
in which two persons either communicate directly or through an electronic device
You want to communicate with another person with a third party involved
You want someone else type a message for you by whatever you have dictated and he has either recorded or written in short hand form
Short hand is now frequently overtaken by recordersLarge hotels also owe this facility for their customers
Suggestions for DictatingIn addition to all the suggestions for
telephoning like collect info, plan your specific purpose, organize ideas, speak in firm clear voice, consider seven more suggestions:
Give precise name, address of individual(s) to whom the message is to be sent
Speak clearly, be careful with plurals, repeat numbers, sounds like ‘p’ and ‘b, ‘f’ and ‘v’, ‘t’ and ‘d’ can be misunderstood
Spell unusual words or names being used for the first time
Suggestions for DictatingSuggest punctuation, specially when in
doubtAvoid side commentsDictate at an appropriate rate, not too fast;
not too slowSuggest with when you’d need the
recorded info and where you can be reached
Any Questions ?
