BCEN 3510, Business Communication

Chapter 2: Introduction toInterpersonal Communication

Introduction toInterpersonal Communication

• The interpersonal communication process is– the process of sending and receiving verbal and

nonverbal messages between two or more people.

Introduction toInterpersonal Communication

• Understanding Interpersonal Communication– Meaning (thoughts, feelings, ideas)– Encoding (converting meaning into messages

using words and nonverbal signals)– Decoding (interpreting messages from others)

• Goal of Interpersonal Communication– Shared meaning

Introduction toInterpersonal Communication

• Barriers to Interpersonal Communication– Noise• Physical noise (train, jack hammer, wind)• Physiological noise (illness, hearing impairment)• Semantic noise (different interpretations of words)• Psychological noise (attitudes, ideas, emotions)

– Filtering• Decoding problems resulting from different knowledge,

values, and life experiences

Introduction toInterpersonal Communication

• Developing Emotional Intelligence involves– Understanding emotions– Managing emotions– Empathizing with others– Effectively handling relationships

• Emotional Hijacking– Letting emotions control our behavior– Acting or reacting without thinking

Introduction toInterpersonal Communication

• Domains of Emotional Intelligence– Self-awareness• Understanding your emotions as they occur and how

they affect you

– Self-management• Staying flexible and directing your behavior positively

– Empathy• Reading and understanding emotions of others

– Relationship management• Successfully managing interactions with others

Introduction toInterpersonal Communication

• Communication Channels– Selecting a medium for transmitting a message• Face-to-face• Telephone• E-mail• Text message• Other

Introduction toInterpersonal Communication

• Factors in Selecting a Communication Medium– Richness (level of immediacy and number of cues

available)– Control (degree to which communication can be planned

and recorded)– Permanence (storage, retrieval, and distribution factors)– Constraints (practical limitations of coordination and

resources)• Time needed for all people to participate• Resources needed—time, space, money

– Coordination—allowing all relevant people to participate

Introduction toInterpersonal Communication

• Adapting Communication to Situation/Styles of Others– Forms of communication

• Private—one-to-one communication between two or a few people regarding work matters

• Team—communication between team members and stakeholders to complete projects or tasks

• Networked—communication between known and/or unknown parties through Internet and intranets

• Leadership—executive communication to groups (big changes, policy issues, inspirational messages)

Introduction toInterpersonal Communication

• Level of Formality in Communication– Formal communication—involves protocols, rules,

structure, politeness– Informal communication—absence of protocols,

rules, structure

Introduction toInterpersonal Communication

• Communicator Styles– Sensers—pragmatic and results-oriented (be brief

and to the point)– Feelers—people oriented; focus on harmony

(more personal; need explanations for decisions)– Thinkers—logical, objective, analytical (well-

organized; well-analyzed; dispassionate)– Intuitors—future oriented, out-of-the-box thinkers

(want more discussion; don’t overemphasize details)

Introduction toInterpersonal Communication

• Maintaining Civility in the Workplace– with customers– with clients– with co-workers

Introduction toInterpersonal Communication

• Types/Causes of Incivility in the Workplace– Ignoring others– Being discourteous– Disrespecting the efforts of others– Disrespecting the time of others– Disrespecting the privacy of others– Disrespecting the dignity and worth of others

Introduction toInterpersonal Communication

• Maintaining Civil Communications– Slow down and be present in life– Listen to the voice of empathy– Keep a positive attitude– Respect others’ opinions– Disagree graciously rather than argue– Get to know people around you– Pay attention to small things– Ask rather than tell