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5 Interpersonal Communication • An interactive process • Transmit information • Sender communicates verbally and nonverbally • Factors can interfere and cause process to fail McGraw-Hill © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 Conflicting or Inappropriate Assumptions • Assuming a receiver understands can create a misunderstanding • Always seek verbal or nonverbal feedback • Interpretation can be a problem • Ensure sender and receiver see and understand in the same way McGraw-Hill © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 Semantics • The study of words and symbols • There is only meaning in people’s reactions • Two general types of problems – Multiple interpretations – Group technical language • Most common form of communication • Words must be carefully chosen McGraw-Hill © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 Perception and Emotions • Perception – – – – – Mental and sensory processes Perception is unique Stimulus Sense organs respond People tend to listen to only part of the message • Emotions – Emotions effect the communication process – Setting is important – Good communication is emotional and physical McGraw-Hill © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 Learning to Communicate • Communicate in writing and verbally Understanding the Audience • Determine the audience • Answer the following questions about the audience – – – – – McGraw-Hill What does the audience already know? Want to know? What is its capacity for absorbing information? What does it hope to gain? Friendly or hostile? © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 10 Developing Good Listening Skills • • • • Good skills = absorbed information Learn to listen actively Most people do not listen actively Learning involves the following: – Identify purpose – Identify idea – Note tone and body language – Respond McGraw-Hill © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 Feedback • Effective communication is a two way process • Feedback – Flow from receiver to sender Understanding the Importance of Nonverbal Communication • • • • Paralanguage Gestures Body posture and eye contact Nonverbal communication can change the meaning of verbal communication McGraw-Hill © 2009 The McGraw-Hill Companies, Inc. All rights reserved.