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Effective Interpersonal Communication

Communication

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Communication is the imparting, conveying, or exchange of ideas, knowledge, information, and the like by means of mechanical or electronic speech, writing, or signs.

Communication is:

“At its most basic, communication is about sending and receiving messages. The sender is responsible for ensuring the receiver understands the message correctly”.

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What is Communication?

Because we communicate constantly, we need to communicate effectively.

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We communicate because:– We want

something to happen.

– We want to satisfy a need.

Communication Process

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When a message needs to be sent, the sender Encodes the message. Determines the appropriate medium to convey the message.

The message travels through the medium. At the receiving end, the receiver Decodes the message.

Sending a message from source to receiver constitutes one-way communication.

Adding the final stage, known as feedback, creates two-way communication.

Feedback is a response to a person’s behavior and it influences the manner in which that behavior will continue or not.

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Medium - Importance

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The medium you choose to convey your message is just as important as the content of the message itself.

• Oral communication or spoken communication tends to be the most preferred form of communication for managers.

• Written communication is the most effective method for sending precise or complex information.

• Electronic communication is effective for sending brief messages quickly to one or more persons.

Media Selection

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• Information richness = information capacity of data

• Theorists Daft and Lengel define information richness as “the potential information carrying capacity of data.”

• Media evaluation factors:– Feedback– Channel– Type of communication– Language source

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Barriers to Communication:

• Age/experience• Status• Noise• Emotions• Stereotyping• Assumptions• Language• Culture

• Defensiveness• Too much information• Jargon

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Too much information

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• Presenting too much material.

• Presenting information that is overly complex.

• Presenting information too quickly.

• Presenting at a level of difficulty that goes

beyond the person’s understanding.

• Not giving the person sufficient time to process

the information.

Trust and Credibility

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• Lack of trust is a huge barrier to effective communication.

• Lack of credibility prevents the listener from fully receiving your message.

Time

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Poor communication often results from lack of time.

• Rushing to communicate often leads to errors, leaving out important details, or saying things that you later regret.

• Today there is an increased expectation of speedy response.

Filtering

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• Filtering can make objective decision making difficult because:– The true message is never accurately sent

or received.• To resist filtering, present information based

on relevant facts.• To prevent receiving filtered information, ask

probing questions.

Emotions

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• The factor that can hinder effective communication

is emotions or emotional states.

• Communicating emotionally can prevent you from

being objective about a situation.

• Consider the emotional state of both the sender

and receiver in all interactions with others.

• Leave or end a discussion if you or the other

person is reacting emotionally.

Message Congruency

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• The communication process is much more

than just the spoken word.

• 93% of communication is transmitted through

body language and through the tone of voice.

• 7% of communication comes through words.

• Do not send mixed signals!

Passive communication

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• Passive communication includes:– Indirectness– Avoiding conflict– Being easily persuaded– Being a people pleaser– Hiding your true thoughts and feelings

• Is usually not recommended• It seldom results in getting what you really

want

Aggressive communication

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• Aggressive communication includes: –Exerting control over others–Humiliating others–Dominating–Being pushy–Always needing to be right–Using absolute terms–Blaming others

• Is often unclear because:–It is emotionally charged, reactive, and

sometimes irrational.

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What

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Assertive communication

Assertive communication is a form of communication in which you speak up for your rights and take into account the rights and feelings of others.

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Assertive Communication Elements:

Fairness

Directness

Tact and sensitivity

Honesty

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Body Language

Over 93% of our message is interpreted through our body language

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Active Listening

What makes a good listener?

• body language• eye contact• using appropriate

gestures• asking questions• not interrupting• parpahrasing

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Paraphrasing:

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Is checking for understanding by putting in our own words what you understand the other person to mean.

e.g. You’re feeling……because………….

Examples of paraphrasing:

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• It sounds as if…….• Am I correct in saying……• So you think that…..• In other words….• It seems as if………

Questioning techniques:

Closed questions:

Do you have a degree?

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Open questions: What do you like most about your job?

Meta Questioning Techniques:

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Avoid the question “why”?

Instead, ask: Who?

What?

When?

Where?

How?

Assertive Communication:

Assertive communication allows you to raise your own needs while respecting the needs and rights of others.

It avoids aggressive or passive behaviour

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Developing Assertive Statement

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There are three parts to developing an assertive statement:

• Your perspective/perception of the situation.

• Your feelings about the situation.

• Your wants regarding the situation.

Most appropriate communication style

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• Assertive communication is usually the most

appropriate communication style.

• Assertive communication:

– Will provide you with the ability to pass on

information accurately and intelligently.

– Will help you to accomplish objectives while

still having respect for others and not making

them feel “put down.”

How to Communicate Assertively

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There are three parts to developing an assertive

statement:

• Your perspective/perception of the situation.

• Your feelings about the situation.

• Your wants regarding the situation.

Taking Responsibility

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Take responsibility and clarify assumptions:• Specify the behavior on which the assumption is

based.• If your assumption is based on your own

expectation of the listener’s behavior, state that expectation specifically.

• If your assumption compares the listener’s behavior with that of others, clarify that group and specific comparisons.

• Elicit feedback about your assumptions.

“ I “ Message

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An “I” message consists of three parts:• The specific behavior.

• The resulting feeling you experienced because of the behavior.

• The tangible effect on you.

T H A N K Y O U

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