© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 5 McGraw-Hill Interpersonal Communication An interactive process Transmit information Sender communicates verbally and nonverbally Factors can interfere and cause process to fail

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 McGraw-Hill 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

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 McGraw-Hill 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

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 McGraw-Hill 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

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 McGraw-Hill Learning to Communicate Communicate in writing and verbally Understanding the Audience Determine the audience Answer the following questions about the audience – 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 McGraw-Hill 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

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 McGraw-Hill 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