Strategies for Successful Interpersonal Communication

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Chapter ObjectivesTo learn to be an effective communicator in interpersonal communicationTo understand various interpersonal communication situations such as interviewing, telephoning and dictating

Dyadic communicationSo far the discussion was on more formal aspects of business communicationThe objective of this session is to talk about more informal interaction between people.

Dyadic communicationIt is called interpersonal communication.Interpersonal communication is primarily face-to-face communication between two or more people with the opportunity for immediate feedback.

Dyadic communicationInterpersonal communication done on 1:1 basis is called dyadic communication.Dyad is defined as two persons seeking to exchange information.It is pertinent to learn more about self-perception and dyadic communication relationship.

Dyadic communicationSelf-PerceptionsSelf-perception is the image we construct, objectively or subjectively, about ourselves as to who we are.We also build our own perception about others based on certain visible observable characteristics.It is virtually impossible to arrive at conclusions based solely on visible, nonverbal characteristics.

Dyadic communicationSelf-PerceptionsWe often are incorrect in our perception of others, and we may even have a distorted view of ourselves.A cyclical action may occur, as shown in the Fig. 16. 1 produced on the next slide.

Dyadic communicationFigure 16.1: The cyclical nature of self-perceptionSelf-Perception CycleSelf-perceptionSelf-behaviorNonverbal responsesPerception By othersOral responses

Dyadic communicationSelf-PerceptionsMisjudging a person can lead to serious misunderstanding.In nutshell, both the self-perception and perception about others significantly influence the transactions in communication.

Dyadic communicationDyadic Communication RelationshipsFace-to-face communication is the most frequent dyadic communication occurring in the business context.It can be classified in two ways:By Functional Relationships, andBy Type of Relationships

Dyadic communicationDyadic Communication RelationshipsBy Functional RelationshipsDyadic communication carried out for a specific purpose involves functional relationship.For example, a purposeful meeting may involve two people for a common purpose, a telephonic talk could be for clarification of some issues, etc.

Dyadic communicationDyadic Communication RelationshipsFollowing are Functionally related interactions:Interviewing for a position (Qualifications of a candidates is evaluated)Instructional InterviewGrade ReviewJob TerminationOne common aim: to achieve something, to assist, to guide, to explain or to review.

Dyadic communicationDyadic Communication RelationshipsBy Type of RelationshipsIt is viewing dyadic communication from the perspective of level of relationships between the persons involved. The relationships between the persons could be seen on a continuum of intimate to non-intimate.

Dyadic communicationFigure 16.4: Interpersonal relationships continuumInterpersonal Relationship ContinuumFamily

FriendsNONINTIMATE

AcquaintancesINTIMATE

Dyadic communicationDyadic Communication RelationshipsBy Type of RelationshipsThe words exchanged between persons in an intimate relationship are clearly at a different level of exposure and intimacy than the other relationship categories.Most of the interpersonal communication at work are at the friends and acquaintances levels.

Dyadic communicationDyadic Communication RelationshipsBy Type of RelationshipsTherefore, the kinds of communication in a monthly meeting within the department and in a business meeting with the vendors may have different level of formalness.

Interviews

interviewingAn interview is the most important and intense dyadic communication.Every interpersonal communication is purposeful, so as an interview.

interviewingPurposes of an Interview To inform on jobTo solve problemTo counsel an employeeTo evaluate an employee performanceTo gather information

Essential Features of an InterviewPurposePreparationArrangementTwo partiesOpenness

Structure of an interviewOpening- Introduction, creating an atmosphere of ease, openness & honesty Main body- exchange informationClosing- exchanging feeling of gratitude, thankfulness. Closing on a positive note.

PreparationSelf Assessment- skills, interests, values , accomplishmentsUpdating ones resumeResearch on the targeted company/organization and positionPractice of typical and targeted interview questionsDressing for interview

Success factorsThorough preparationDressing sense and AppearanceBody LanguageAnswer questions confidentlyBe prepared to ask the interviewer a few questions towards the end of the interview

Types of interviewsFormal InterviewsInformal InterviewsInformation Gathering InterviewPerformance Appraisal InterviewPlacement InterviewCounseling interviewStress InterviewPanel InterviewExit interview

Interviewees Responsibilities Interviewee should be aware about his/her role in an interview and must be aware about the following:Preparation before the job interviewProcedures during the job interviewFollow-up after the job interview

interviewingInterviewees ResponsibilitiesPreparation before the job interviewUnderstand yourself- a rational self assessment of your strengths & weakness is a mustKnow details about the position-know how your skills relate to the open positionCollect details about the company- analyze the firm completelyRehearse possible questionsSpeak with the insiders alumni or somebody known in the company.

interviewingInterviewees ResponsibilitiesProcedures during the job interviewGive positive first impression, show a pleasant smile.State your understanding of the interview.Organize your answers.Listen. Avoid confrontation.Ask thoughtful questions- about the company, about the position

interviewingInterviewees ResponsibilitiesFollow-up after the job interviewIf there were specific actions to be accomplished, do so promptly.If you are to provide additional information, collect them quickly and provide to the interviewers.Send a thank-you note within a day or so of the completion of an interview.

Computer InterviewsSuggestions for Computer InterviewTry out the equipment beforehandAvoid excessive movementsUse an audio visual check before beginningDress as if the interview were liveTry to relax

All rights reservedNon-verbal aspectsEye contact : vital, maintain sincere, continuous ,eye contactFacial expression : cultivate appropriate expression, smile, eliminate negative characteristics Posture: sit tall, lean forward slightly, reveal confidenceGestures: avoid explicit gestures, use meaningful onesSpace: give respect to personal space and boundaries

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Interviewers Responsibilities Interviewers ResponsibilitiesRead each applicants resume prior to interview.Focus on core information desired.Plan your questions. Keep some initial question for warm up and for making the candidates at ease. Omit personal biases

Managing information within organizationsThe rapidly advancing technology has compelled business managers to get acquainted with the information technology.Changes brought about by the personal computers and laptops, information technology has become now everybodys business.

All rights reservedTypes of technological tools

Telephone & voice mailMobile / cellular phonesFacsimile machinesDesktopLaptopPersonal Digital AssistantsSoftwareInternetVideo conferencingWeb conferencingInstant messagingEmailGroupware

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Identify the appropriate use of technologyBe very careful & judicious in the choice of media, which will depend on various factors like: Urgency of the messageTime availabilityExpenditure involvedKnow your audience: Intellectual & emotional level of the receiversWhether a permanent record of the message is required Understand the nature of message: ordinary/ confidential / strictly confidential

telephoningTelephoning is basic to business communication and is used extensively even in international communication.A communicator must keep following in mind:Points to consider in international telephoningPreparation prior to phone callGuidelines for receiving a Message

telephoningPoints to consider in international telephoningBe aware of the time zones.Speak more clearly. Over-articulate in place of mumbling.Restate and summarize more often.Follow up the conversation with a letter or a fax providing the summary of the talk you had over phone.

telephoningPreparation prior to phone callFirst identify yourselfKnow your specific purpose. Seek an objective answer to the question: Why do you want to call?Know the person you are calling.Give thought to your opening statement. Take notes. Have before you pertinent papers related to topic you are conversing.

telephoningGuidelines for receiving a MessageBe patient.Stop all the other activities Listen. Interruptions may break the train of thought.Restate. Be sure you understand and your partner agrees.Do not subject the caller to undesirable long holdsEnd politely. Suggest that you will be happy to supply a summary of conversation to the intended person.

Effective use of telephoneSpeak politely, confident & in a positive and friendly toneHave a notepad, appointment diary, pen etc near & at handAvoid clichs like yup, yeah etc Do not shout into the telephone. Do not speak lowDo not waste time in idle personal talk

Factors to be consideredCostTimeStrategies to be adoptedVoice articulation

Advantages of telephoningAccessibilitySaves timeImmediate feedbackEffectiveness

disadvantages of telephoningDepend entirely on voice as they cannot see each otherTelephone caller may catch up a person when he is in bad mood or is busy & cannot properly attendDoes not provide permanent record for legal purposes

Strategies for telephonic messagesSender-oriented Strategies1.Planning:Identify purpose of callSteps: Present facts, Show Keenness, Explain why it cannot be done, Seek adviceBe honest & sincereTiming should be right2. Delivering:Start with a greetingsEstablish a rapportListen carefullyClose on a cordial note

Strategies for telephonic messagesReceiver-oriented StrategiesAsk for a purposeListen AttentivelyParaphrase crux of the message

Etiquettes of telephonic conversationPrepare before calling- why (your purpose) & what (exact content)How to begin or receive a callCommon telephone courtesiesTelephone precautionNon verbal cues: pleasant tone, sweet voice, proper & clear articulation of words

Comparison between face-to-face & Telephonic talkSimilaritiesSender needs to prepare well in advanceNeeds & expectations of the receiver need to be well researched onOrganization of points should be logicalClarity & Courtesy should be strictly followedVoice articulation & tone should be pleasing & convincingMessage should be paraphrased

Comparison between face-to-face & Telephonic talkDissimilaritiesNo direct eye contact in telephonic talkCommunication is very brief in telephonic talkOnly ne idea at a time can be discussed in telephonic talkMessage should be repeated in telephonic talk

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