Ch. 15: Interpersonal Ch. 15: Interpersonal CommunicationCommunication

Communication ◦Transmission of information and meaning from one party to another through the use of shared symbols

Interpersonal Interpersonal CommunicationCommunication

Sender initiates process by conveying information to receiver —for whom the message is intended.

Sender has a meaning he/she wishes to communicate and encodes the meaning into symbols (words chosen for the message).

Sender transmits (sends) message through some channel, such as verbal or written medium.

Interpersonal Interpersonal CommunicationCommunication

Receiver decodes message (e.g., reads it) and attempts to interpret sender’s meaning.

Receiver may provide feedback to sender by encoding a message in response to sender’s message.

Interpersonal Interpersonal CommunicationCommunication

Noise◦ interference in

the system◦blocks perfect

understanding.

Examples of Noise◦ringing telephones◦thoughts about

other things◦simple fatigue or

stress.

One-Way versus Two-Way One-Way versus Two-Way CommunicationCommunication

One-way communication ◦A process in which information flows in only one direction—from the sender to the receiver, with no feedback loop.

A Model of One-Way A Model of One-Way CommunicationCommunication

Figure 15.1

One-Way versus Two-Way One-Way versus Two-Way CommunicationCommunication

Two-way communication ◦Process in which information flows in two directions

◦Receiver provides feedback◦Sender is receptive to the feedback.

Communication PitfallsCommunication Pitfalls

Perception◦The process of receiving and interpreting information

Filtering ◦Process of withholding, ignoring, or distorting information

What Do I Do if They Don’tWhat Do I Do if They Don’t Speak My Language? Speak My Language?

What Do I Do if They What Do I Do if They Don’tDon’t Speak My Language? Speak My Language?

Oral and Written Oral and Written ChannelsChannels

Oral communication ◦face-to-face

discussion, phone conversations, formal presentations and speeches, etc.

Written communication ◦e-mail,

memos, letters, reports, computer files, and other written documents

Oral CommunicationOral Communication

Advantages DisadvantagesQuestions can

be asked and answered

Feedback is immediate and direct

More persuasive

It can lead to spontaneous, ill-considered statements (and regret)

There is no permanent record of it

Written CommunicationWritten Communication

Advantages DisadvantagesMessage can be

revised several times

Permanent record that can be saved

Message stays the same even if relayed through many people

Receiver has more time to analyze the message

Sender has no control over where, when, or if the message is read

Sender does not receive immediate feedback

Receiver may not understand parts of the message

Information OverloadInformation Overload

Advantages of Electronic Advantages of Electronic CommunicationCommunication

1. The sharing of more information

2. The speed and efficiency in delivering routine messages to large numbers of people across vast geographic areas

3. Can reduce time and expenses devoted to traveling, photocopying, and mailing

Disadvantages of Disadvantages of Electronic CommunicationElectronic Communication

1. Difficulty of solving complex problems that require more extended, face-to-face interaction

2. Inability to pick up subtle, nonverbal, or inflectional clues about what the communicator is thinking or conveying

3. Electronic messages sometimes are monitored or seen inadvertently by those for whom they are not intended

Virtual OfficeVirtual Office

Mobile office in which people can work anywhere, as long as they have the tools to communicate with customers and colleagues.

Media RichnessMedia Richness

Degree to which a communication channel conveys information.

Adding Power to Your Adding Power to Your PresentationPresentation

Adding Power to Your Adding Power to Your PresentationPresentation

Nonverbal SkillsNonverbal Skills

1. Use time appropriately2. Make your office

arrangement conducive to open communication

3. Monitor your body language

ListeningListening

Reflection◦Process by which a person states what he or she believes the other person is saying

Ten Keys to Effective Ten Keys to Effective ListeningListening

Find an area of interest

Judge content, not delivery

Hold your fireListen for ideasBe flexibleResist

distraction

Exercise your mind.

Keep your mind open

Capitalize on thought speed

Work at listening

Organizational Organizational CommunicationCommunication

Downward communication◦Information that flows from higher to lower levels in the organization’s hierarchy

Information Loss inInformation Loss inDownward Downward CommunicationCommunication

Figure 15.2

Organizational Organizational CommunicationCommunication

Coaching◦Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.

Organizational Organizational CommunicationCommunication

Open-book management ◦Practice of sharing with employees at all levels of the organization vital information previously meant for management’s eyes only

Organizational Organizational CommunicationCommunication

Upward communication◦Information flows from lower to higher levels in organization’s hierarchy.

Informal Informal CommunicationCommunication

Grapevine ◦social network of

informal communications.

◦provides people with information

◦helps them solve problems

◦ teaches them how to do their work successfully

BoundarylessnessBoundarylessness

Boundaryless organization◦Organization with no barriers to information flow

◦Information available as needed moving quickly and easily enough so that the organization functions far better as a whole than as separate parts.

Organizational Organizational CommunicationCommunication

Horizontal communication◦Information shared among people on the same hierarchical level

◦allows sharing of information, coordination, and problem solving among units

◦helps solve conflicts◦provides social and emotional support to people.