Interpersonal Communication

The Communication Process 1. Source (the sender)  2. Message  3. Channel (medium)  4. Receiver  5. Feedback  6. Environment  7. Noise (Distractions can have pervasive influence on all components of communication process.)

Communication and Information Technology (Written messages have replaced many telephone and in-person interchanges.) Company blogs or Web logs (Sends information with soft, human touch.) Presentation technology (Eye contact and human touch still needed.) Telecommuting and the distributed workforce (Many positives and negatives.)

Impact of Computer-Mediated Communication on Behavior Communication more widespread and immediate, and can be fast-paced Limited human touch a problem Invites Web surfing and useless s Repetitive motion disorder widespread Too many wired managerial workers Multitasking has benefits but can lead to rudeness and low productivity

Nonverbal Communication 1. Environment (setting of message) 2. Body placement 3. Posture 4. Hand gestures 5. Facial expression and movement 6. Voice tone 7. Clothing, dress, and appearance (How you look and act sends a message.) 8. Mirroring 9. Touching (Be careful here.)

Informal Communication Channels Grapevine is major informal channel. Rumors thrive when communication is vague. Chance encounters with managers work well as communication vehicle. Management by walking around enhances open communication.

Grapevine Grapevine Characteristics –Informal, not controlled by management. –Perceived by most employees as being more believable and reliable than formal communications. –Largely used to serve the self-interests of those who use it. –Results from: Desire for information about important situations Ambiguous conditions Conditions that cause anxiety

Barriers to Interpersonal Communication 1. Semantics (Meanings to words vary.) 2. Filtering of negative information (Why upset the boss?) 3. Lack of credibility of sender 4. Mixed signals (Which message is true?) 5. Different frames of reference 6. Value judgments (Don’t jump too soon.) 7. Information overload (The brain has limits.) 8. Poor communication skills

Barriers to Effective Communication Filtering A sender’s manipulation of information so that it will be seen more favorably by the receiver. Selective Perception People selectively interpret what they see on the basis of their interests, background, experience, and attitudes. Information Overload A condition in which information inflow exceeds an individual’s processing capacity.

Barriers to Effective Communication (cont’d) Emotions How a receiver feels at the time a message is received will influence how the message is interpreted. Language Words have different meanings to different people. Communication Apprehension Undue tension and anxiety about oral communication, written communication, or both.

Overcoming Communication Barriers via Sending Messages 1. Clarify ideas first. 2. Motivate the receiver. 3. Discuss differences in frames of reference. 4. Foster informal communication. 5. Communicate feelings behind facts. 6. Be aware of nonverbal communication. 7. Obtain feedback. 8. Adapt to other’s communication style. 9. Engage in meta- communications.

Overcoming Cross-Cultural Communication Barriers Show respect for all workers. Easy language, slow and clear talk. Be alert to differences in customs and behavior. Watch for differences in nonverbal communication. Overlook style, accent, grammar, personal appearance.

Overcoming Cross-Cultural Communication Barriers, cont. Listen for understanding, not agreement. Be attentive to individual differences in appearance. (Do not confuse people because they belong to same race or ethnic group.)