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Ch. 15: Interpersonal
Communication

Communication
◦ Transmission of information and meaning from
one party to another through the use of shared
symbols
Interpersonal Communication
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 Communication
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 Communication

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
Communication

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
Communication
Figure 15.1
One-Way versus Two-Way
Communication

Two-way communication
◦ Process in which information flows in
two directions
◦ Receiver provides feedback
◦ Sender is receptive to the feedback.
Communication Pitfalls

Perception
◦ The process of
receiving and
interpreting
information

Filtering
◦ Process of
withholding,
ignoring, or
distorting
information
What Do I Do if They Don’t
Speak My Language?
What Do I Do if They Don’t
Speak My Language?
Oral and Written Channels

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
Advantages
Questions can be
asked and answered
 Feedback is
immediate and
direct
 More persuasive

Disadvantages
It can lead to
spontaneous, illconsidered
statements (and
regret)
 There is no
permanent record
of it

Oral Communication
Advantages
Message 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

Disadvantages
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

Written Communication
Information Overload
Advantages of Electronic
Communication
1.
2.
3.
The sharing of more information
The speed and efficiency in
delivering routine messages to
large numbers of people across vast
geographic areas
Can reduce time and expenses
devoted to traveling, photocopying,
and mailing
Disadvantages of Electronic
Communication
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
1.
Virtual Office

Mobile office in which people can
work anywhere, as long as they have
the tools to communicate with
customers and colleagues.
Media Richness
 Degree
to which
a communication
channel conveys
information.
Adding Power to Your
Presentation
Adding Power to Your
Presentation
Nonverbal Skills
1.
2.
3.
Use time appropriately
Make your office arrangement
conducive to open communication
Monitor your body language
Listening

Reflection
◦ Process by which
a person states
what he or she
believes the other
person is saying
Ten Keys to Effective Listening






Find an area of
interest
Judge content, not
delivery
Hold your fire
Listen for ideas
Be flexible
Resist distraction
Exercise your
mind.
 Keep your mind
open
 Capitalize on
thought speed
 Work at listening

Organizational
Communication

Downward communication
◦ Information that flows from higher to
lower levels in the organization’s
hierarchy
Information Loss in
Downward Communication
Figure 15.2
Organizational
Communication

Coaching
◦ Dialogue with a goal of helping
another be more effective and
achieve his or her full potential on
the job.
Organizational
Communication

Open-book management
◦ Practice of sharing with employees at
all levels of the organization vital
information previously meant for
management’s eyes only
Organizational Communication

Upward
communication
◦ Information flows
from lower to
higher levels in
organization’s
hierarchy.
Informal Communication

Grapevine
◦ social network of informal
communications.
◦ provides people with
information
◦ helps them solve problems
◦ teaches them how to do
their work successfully
Boundarylessness

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
Communication

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.