Chapter 4

Interpersonal Communication

The Communication Process

Noise

NoiseENVIRONMENT

ENVIRONMENT

Channel

Message

Sender Receiver

Feedback

Relationship Building

Communication is a vehicle for building relationships

Sorenson, DeBord, and Ramirez say we establish relationships along two primary dimensions Dominate-subordinate (control) Cold-warm

Communication Dimensions of Establishing a Relationship

Dominant

Warm Cold

Subordinate

Impersonal

AcceptingSupportive

Personal

Nonverbal Communication

The transmission of messages through means other than words

Nonverbal messages sometimes Accompany verbal messages Stand alone

How We Communicate a Message

Modes of Transmission

Environment – setting; furniture Interpersonal Distance

Modes of Transmission

Posture Hand Gestures Facial Expressions and Eye Contact Voice Quality Personal Appearance Attention Paid to the Other Person

Improve Nonverbal Communication

Get some feedback on your body language

Learn to relax when communicating Use gestures, but don’t overdo it Avoid using the same gesture

indiscriminately Practice role-playing Use mirroring to establish rapport

Mirroring

Subtly imitating someone

Imitate breathing pattern Adopt voice speed Imitate gestures Adopt style of dress

Communication Barriers

Barriers occur when message is

Complex Emotionally arousing Conflicting with receiver’s mental set

Overcoming Communication Problems

Understand the receiver

Develop empathy Recognize what motivates the receiver Understand the other persons frame of

reference

Overcoming Communication Problems

Minimize defensive communication

Blaming Denial

Overcoming Communication Problems

Use multiple channels

In-person E-mail Phone call Letter

Overcoming Communication Problems

Get and give both verbal and nonverbal feedback

Ask for feedback so a dialogue takes place; it builds trust

Give feedback to provide reinforcement to the sender

Overcoming Communication Problems

Display a positive attitude

You will appear more credible and trustworthy

Overcoming Communication Problems

Use persuasive communication

Ten suggestions in your book on pages 75-77.

Overcoming Communication Problems

Listen actively

Empathize Summarize Use supportive body language

See figure 4-5 on page 78.

Listening Traps

Do Self-Assessment Quiz 4-2 on p. 79

Prepare for Stressful Conversations

Rehearse how you will share bad news

Practice temperate phrasing (tact) Be clear about what you mean

Example: We can’t use your product because it lacks three features that we need.

Overcoming Communication Problems

Metacommunicate! Communicate about your

communication

Overcoming Communication Problems

Recognize gender differences in communication style

Gender Differences

Women use conversation to build rapport Men prefer to talk to preserve

independence by showing knowledge and skill

Women want empathy, not solutions Men prefer to work out problems alone,

while women like to talk out solutions with another person

Women are more likely to compliment a coworker

Men are more likely to criticize a coworker

Gender Differences

Men tend to be more directive and women more polite

Women tend to give in to maintain a relationship

Men are more interested than women in calling attention to their accomplishments

Men tend to dominate discussions during meetings

A Challenge for You

Be more aware of how you communicate at work

Watch others and see if you can discern some patterns

Men-try being more empathetic Women-try being more direct