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Chapter 4. Interpersonal Communication. The Communication Process. Noise. Noise. ENVIRONMENT. ENVIRONMENT. Sender. Receiver. Channel. Message. Feedback. Relationship Building. Communication is a vehicle for building relationships

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chapter 4
Chapter 4
  • Interpersonal Communication
the communication process
The Communication Process

Noise

Noise

ENVIRONMENT

ENVIRONMENT

Sender

Receiver

Channel

Message

Feedback

relationship building
Relationship Building
  • Communication is a vehicle for building relationships
  • Sorenson, DeBord, and Ramirez say we establish relationships along two primary dimensions
    • Dominate-subordinate (control)
    • Cold-warm
communication dimensions of establishing a relationship
Communication Dimensions of Establishing a Relationship

Dominant

Personal

Impersonal

Warm

Cold

Accepting

Supportive

Subordinate

nonverbal communication
Nonverbal Communication
  • The transmission of messages through means other than words
  • Nonverbal messages sometimes
    • Accompany verbal messages
    • Stand alone
modes of transmission
Modes of Transmission
  • Environment – setting; furniture
  • Interpersonal Distance
modes of transmission1
Modes of Transmission
  • Posture
  • Hand Gestures
  • Facial Expressions and Eye Contact
  • Voice Quality
  • Personal Appearance
  • Attention Paid to the Other Person
improve nonverbal communication
Improve Nonverbal Communication
  • Get some feedback on your body language
  • Learn to relax when communicating
  • Use gestures, but don’t overdo it
  • Avoid using the same gesture indiscriminately
  • Practice role-playing
  • Use mirroring to establish rapport
mirroring
Mirroring
  • Subtly imitating someone
      • Imitate breathing pattern
      • Adopt voice speed
      • Imitate gestures
      • Adopt style of dress
communication barriers
Communication Barriers
  • Barriers occur when message is
      • Complex
      • Emotionally arousing
      • Conflicting with receiver’s mental set
overcoming communication problems
Overcoming Communication Problems
  • Understand the receiver
    • Develop empathy
    • Recognize what motivates the receiver
    • Understand the other persons frame of reference
overcoming communication problems1
Overcoming Communication Problems
  • Minimize defensive communication
    • Blaming
    • Denial
overcoming communication problems2
Overcoming Communication Problems
  • Use multiple channels
    • In-person
    • E-mail
    • Phone call
    • Letter
overcoming communication problems3
Overcoming Communication Problems
  • Get and give both verbal and nonverbal feedback
    • Ask for feedback so a dialogue takes place; it builds trust
    • Give feedback to provide reinforcement to the sender
overcoming communication problems4
Overcoming Communication Problems
  • Display a positive attitude
    • You will appear more credible and trustworthy
overcoming communication problems5
Overcoming Communication Problems
  • Use persuasive communication
    • Ten suggestions in your book on pages 75-77.
overcoming communication problems6
Overcoming Communication Problems
  • Listen actively
    • Empathize
    • Summarize
    • Use supportive body language
      • See figure 4-5 on page 78.
listening traps
Listening Traps
  • Do Self-Assessment Quiz 4-2 on p. 79
prepare for stressful conversations
Prepare for Stressful Conversations
  • Rehearse how you will share bad news
  • Practice temperate phrasing (tact)
  • Be clear about what you mean
    • Example: We can’t use your product because it lacks three features that we need.
overcoming communication problems7
Overcoming Communication Problems
  • Metacommunicate!
    • Communicate about your communication
overcoming communication problems8
Overcoming Communication Problems
  • Recognize gender differences in communication style
gender differences
Gender Differences
  • Women use conversation to build rapport
  • Men prefer to talk to preserve independence by showing knowledge and skill
  • Women want empathy, not solutions
  • Men prefer to work out problems alone, while women like to talk out solutions with another person
  • Women are more likely to compliment a coworker
  • Men are more likely to criticize a coworker
gender differences1
Gender Differences
  • Men tend to be more directive and women more polite
  • Women tend to give in to maintain a relationship
  • Men are more interested than women in calling attention to their accomplishments
  • Men tend to dominate discussions during meetings
a challenge for you
A Challenge for You
  • Be more aware of how you communicate at work
  • Watch others and see if you can discern some patterns
  • Men-try being more empathetic
  • Women-try being more direct