Chapter Eight Interpersonal Communication. Copyright © 2007 by Nelson, a division of Thomson Canada Limited2 Objectives After reading and studying this

Chapter EightChapter Eight

Interpersonal Interpersonal CommunicationCommunication

Copyright © 2007 by Nelson, a division of Thomson Canada LimitedCopyright © 2007 by Nelson, a division of Thomson Canada Limited 22

ObjectivesObjectivesAfter reading and studying this chapter, you should be able to:After reading and studying this chapter, you should be able to:

1.1. Describe the communication process.Describe the communication process.

2.2. Describe the impact of information Describe the impact of information technology on interpersonal technology on interpersonal communication in organizations.communication in organizations.

3.3. Explain how nonverbal communication Explain how nonverbal communication can be used to enhance communication.can be used to enhance communication.

4.4. Present details about the various Present details about the various channels of communication in channels of communication in organizations.organizations.


Objectives Objectives (cont.)(cont.)

5.5. Summarize barriers to effective Summarize barriers to effective communication and how to overcome communication and how to overcome them.them.

6.6. Explain how to overcome potential Explain how to overcome potential cross-gender and cross-cultural cross-gender and cross-cultural communication problems.communication problems.

7.7. Recognize the basics for becoming a Recognize the basics for becoming a more powerful communicator. more powerful communicator.


The Communication ProcessThe Communication Process

Components of communicationComponents of communication

1.1. Source (the sender) Source (the sender) —— person attempting to send a person attempting to send a message to another person. Authority and experience of message to another person. Authority and experience of sender can call attention to message.sender can call attention to message.

2.2. Message Message — a purpose or idea to be conveyed. Clarity, — a purpose or idea to be conveyed. Clarity, complexity, length, and organization affect reception of complexity, length, and organization affect reception of message.message.

3.3. Channel (medium) Channel (medium) —— how and through what media how and through what media the message is conveyed to the receiver.the message is conveyed to the receiver.

4.4. Receiver Receiver — the party to whom the message is sent — the party to whom the message is sent must get and understand properly the message for must get and understand properly the message for communication to take place.communication to take place.


The Communication ProcessThe Communication Process

Components of communication (cont.)Components of communication (cont.)

5.5. Feedback Feedback —— reactions of the receiver that reactions of the receiver that indicate the message was received and properly indicate the message was received and properly understood.understood.

6.6. Environment Environment —— factors such as organizational factors such as organizational culture affect how messages are transmitted and culture affect how messages are transmitted and understood.understood.

7.7. Noise Noise — physical and human relations — physical and human relations distractions in the environment can disrupt the distractions in the environment can disrupt the communication process.communication process.


Exhibit 8-1: Exhibit 8-1: The Communication ProcessThe Communication Process


Communication & ITCommunication & IT

E-mailE-mail TelecommutingTelecommuting Presentation technologyPresentation technology Impact of computer-mediated Impact of computer-mediated

communication on behaviourcommunication on behaviour


E-mailE-mail Two major impacts:Two major impacts:

Has replaced many in-person & phone interactionsHas replaced many in-person & phone interactions Higher volume of messagesHigher volume of messages

Positive influences:Positive influences: Facilitates communication, especially over time Facilitates communication, especially over time

zoneszones Enhances industrial democracyEnhances industrial democracy

Problems:Problems: Encourages indiscriminate sending of messagesEncourages indiscriminate sending of messages Time spent to sort through messagesTime spent to sort through messages Inappropriate use (e.g., firing someone)Inappropriate use (e.g., firing someone) Distraction Distraction


Telecommuting Telecommuting

Employees use computers to perform Employees use computers to perform regular work at home or in satellite officeregular work at home or in satellite office

May be FT or PT arrangementMay be FT or PT arrangement Flexibility appealing to manyFlexibility appealing to many Presents communication challenges:Presents communication challenges:

Lose out on social interactionLose out on social interaction Isolation hard if high need for affiliationIsolation hard if high need for affiliation Worse relationships with supervisors, Worse relationships with supervisors,

coworkerscoworkers


Presentation TechnologyPresentation Technology The capability to create and effectively use The capability to create and effectively use

multimedia presentation tools is an essential multimedia presentation tools is an essential managerial skill.managerial skill.

Problems:Problems: Audience distracted by mediaAudience distracted by media Speaker may seem superfluous to presentationSpeaker may seem superfluous to presentation

Tips for use:Tips for use: Know how to operate presentation equipment.Know how to operate presentation equipment. Maintain eye contact with the audience and talk to the Maintain eye contact with the audience and talk to the

audience, not to the screen.audience, not to the screen. Reveal points only as needed.Reveal points only as needed. Keep the slide in view until the audience gets the point.Keep the slide in view until the audience gets the point. Use special slide effects sparingly.Use special slide effects sparingly.


Impact of Computer-Mediated Impact of Computer-Mediated Communication on BehaviourCommunication on Behaviour

PositivesPositives Communication is more widespread and immediateCommunication is more widespread and immediate Democratizes organizational communicationsDemocratizes organizational communications

NegativesNegatives The lack of the human touchThe lack of the human touch Repetitive motion injuriesRepetitive motion injuries Loss of productivity to surfingLoss of productivity to surfing E-mail handling overloadE-mail handling overload Danger of being “always working” due to accessibilityDanger of being “always working” due to accessibility Multitasking ineffectivelyMultitasking ineffectively


Nonverbal CommunicationNonverbal Communication

The transmission of messages by means The transmission of messages by means other than words, usually as a other than words, usually as a supplement to written, spoken, or supplement to written, spoken, or signed communications.signed communications.

General purpose is to express the General purpose is to express the feeling behind the message.feeling behind the message.


Nonverbal Communication Nonverbal Communication BehavioursBehaviours

1.1. EnvironmentEnvironment

2.2. Body placementBody placement

3.3. PosturePosture

4.4. Hand gesturesHand gestures

5.5. Facial expression & movementFacial expression & movement

6.6. Voice toneVoice tone

7.7. Clothing, dress & appearanceClothing, dress & appearance

8.8. Mirroring Mirroring


Formal Communication Formal Communication ChannelsChannels

Official pathways for sending information Official pathways for sending information inside and outside an organizationinside and outside an organization

Organization charts illustrate the Organization charts illustrate the hierarchical channels to be followedhierarchical channels to be followed

Clear in traditional bureaucracyClear in traditional bureaucracy More difficult to follow in a network More difficult to follow in a network

organization (temporary spherical organization (temporary spherical structure created by strategic alliance of structure created by strategic alliance of firms)firms)


Exhibit 8-2: Communication Exhibit 8-2: Communication Pathways in a Hierarchical Pathways in a Hierarchical

Organization and a Spherical Organization and a Spherical OrganizationOrganization


Informal Communication Informal Communication ChannelsChannels

Unofficial network that supplements the Unofficial network that supplements the formal channels, including:formal channels, including: GrapevineGrapevine

Is the major informal channel in organizations.Is the major informal channel in organizations. Can distort information in its tangled pathways.Can distort information in its tangled pathways. Used to spread negative Used to spread negative rumoursrumours and gossip. and gossip. Used to disseminate information along Used to disseminate information along

informal lines.informal lines. Chance encountersChance encounters Management by walking around Management by walking around


Channel SelectionChannel Selection

1.1. Match message to mediumMatch message to medium Media richnessMedia richness refers to amount of information refers to amount of information

carried by the mediumcarried by the medium E.g., Face-to-face contact is rich, bulletin is leanE.g., Face-to-face contact is rich, bulletin is lean

Routine messages only need lean mediumRoutine messages only need lean medium Nonroutine messages (novel, emotional, Nonroutine messages (novel, emotional,

complex, ambiguous) need rich mediumcomplex, ambiguous) need rich medium

2.2. Consider needs of people (e.g., social Consider needs of people (e.g., social contact)contact)

3.3. Consider generational group of receiverConsider generational group of receiver


Communication DirectionsCommunication Directions

Downward communication:Downward communication: Flow of messages from a higher to a lower level Flow of messages from a higher to a lower level

in the organization.in the organization. Danger lies in lack of response from lower level.Danger lies in lack of response from lower level.

Upward communication:Upward communication: Transmission of messages from lower level to Transmission of messages from lower level to

higher levels in an organization.higher levels in an organization. More likely in less bureaucratic firmsMore likely in less bureaucratic firms Invited by open-door policyInvited by open-door policy


Communication Directions Communication Directions (cont.)(cont.)

Horizontal communicationsHorizontal communications Messages sent to others on the same level in Messages sent to others on the same level in

the organization. Basis for cooperation.the organization. Basis for cooperation.

Diagonal communicationsDiagonal communications Transmission of messages to other departments Transmission of messages to other departments

at higher and lower levels in the organization.at higher and lower levels in the organization.

Spherical communicationsSpherical communications Communication among members from different Communication among members from different

teams in the network organization.teams in the network organization.


Exhibit 8-4: Barriers to Exhibit 8-4: Barriers to Interpersonal CommunicationInterpersonal Communication


Improving the Sending of Improving the Sending of MessagesMessages

Clarify ideas before communicating.Clarify ideas before communicating. Motivate the receiver.Motivate the receiver. Discuss differences in paradigms.Discuss differences in paradigms. Foster informal communications.Foster informal communications. Communicate feelings behind the facts.Communicate feelings behind the facts. Be aware of nonverbal behavior.Be aware of nonverbal behavior. Obtain feedback.Obtain feedback. Adapt to the other person’s communication style.Adapt to the other person’s communication style. Engage in meta-communicationEngage in meta-communication


Improving the Receiving of Improving the Receiving of MessagesMessages

Active listening:Active listening: Listen for full meaning without making premature Listen for full meaning without making premature

judgments or interpretations.judgments or interpretations.

Listen intently; goal is empathizing with the Listen intently; goal is empathizing with the speaker.speaker.

Provide feedback to the speaker re what he or she Provide feedback to the speaker re what he or she thinks the speaker meant. thinks the speaker meant.

Observe nonverbal cues for additional meaning.Observe nonverbal cues for additional meaning.

Avoid reacting too quickly to a word or phrase that Avoid reacting too quickly to a word or phrase that stirs emotion.stirs emotion.

Ask open-ended questions that invite an Ask open-ended questions that invite an explanationexplanation


Key Gender Differences in Communication Styles

Male Preferences Female Preferences

To talk to preserve independence and status by displaying knowledge and skill.

To use communication for rapport building.

To work out problems by themselves.

To talk out solutions with another person; want empathy and understanding.

Are more likely to be critical of the work of a coworker.

Are more likely to compliment the work of a coworker

Tend to be more directive in their conversations.

Emphasize politeness toward others.

Tend to be intimidating when facing differences.

Tend to be more conciliatory when facing differences.

More interested in calling attention to their accomplishments or hogging recognition.

Less interested in calling attention to their accomplishments or hogging recognition.

Tend to dominate discussions. Tend not to seek to dominate discussions.

Are more likely to minimize doubts. Tend to downplay their certainty.

Gender Differences in Gender Differences in Communication StylesCommunication Styles


Exhibit 8-6: Some Cross-Exhibit 8-6: Some Cross-Cultural DifferencesCultural Differences


Overcoming Cross-Cultural Overcoming Cross-Cultural Communication BarriersCommunication Barriers

Be sensitive to cross-Be sensitive to cross-cultural barriers.cultural barriers.

Show respect for all Show respect for all workers.workers.

Use straight-forward Use straight-forward language and speak language and speak slowly and clearly. slowly and clearly. (minimize use of (minimize use of idioms, analogies)idioms, analogies)

Be alert to cultural Be alert to cultural differences in customs differences in customs and behaviours.and behaviours.

Be sensitive to Be sensitive to differences in differences in nonverbal nonverbal communication.communication.

Do not be diverted by Do not be diverted by style, accent, style, accent, grammar, or personal grammar, or personal appearance.appearance.

Listen for Listen for understanding, not understanding, not agreementagreement


Power-Oriented Linguistic Power-Oriented Linguistic StyleStyle

Components of a linguistic style that give Components of a linguistic style that give power and authority to the message sender:power and authority to the message sender: Choose words that show conviction such as “I’m convinced” Choose words that show conviction such as “I’m convinced”

or “I’m confident.”or “I’m confident.”

Use the pronoun “I” to receive more credit for your ideas.Use the pronoun “I” to receive more credit for your ideas.

Emphasize direct rather than indirect talk.Emphasize direct rather than indirect talk.

Frame your comments in a way that increases your Frame your comments in a way that increases your listener’s receptivity.listener’s receptivity.

Speak at length, set the agenda for a conversation, make Speak at length, set the agenda for a conversation, make jokes and laugh.jokes and laugh.


Power-Oriented Linguistic Style Power-Oriented Linguistic Style (cont.)(cont.)

Components of a linguistic style that give Components of a linguistic style that give power and authority to the message sender:power and authority to the message sender: Minimize the number of questions you ask that may imply Minimize the number of questions you ask that may imply

you lack information on the topic.you lack information on the topic.

Apologize infrequently and particularly minimize saying, Apologize infrequently and particularly minimize saying, “I’m sorry.”“I’m sorry.”

Take deep breath to project a firm voice with power and Take deep breath to project a firm voice with power and conviction.conviction.

Occupy as much space as possible when speaking before Occupy as much space as possible when speaking before a group.a group.

Let others know of your expertise.Let others know of your expertise.

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Chapter Eight Interpersonal Communication. Copyright © 2007 by Nelson, a division of Thomson Canada Limited2 Objectives After reading and studying this