1. Chapter 4
Interpersonal Communication

2. The Communication Process
Noise
ENVIRONMENT
ENVIRONMENT
Sender
Receiver
Channel
Message
Noise
Feedback

3. 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

4. Communication Dimensions of Establishing a Relationship
Dominant
Personal
Impersonal
Warm
Cold
Supportive
Accepting
Subordinate

5. Nonverbal Communication
The transmission of messages through means other than words
Nonverbal messages sometimes
Accompany verbal messages
Stand alone

6. How We Communicate a Message

7. Modes of Transmission Environment – setting; furniture
Interpersonal Distance

8. Modes of Transmission Posture Hand Gestures
Facial Expressions and Eye Contact
Voice Quality
Personal Appearance
Attention Paid to the Other Person

9. 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

10. Mirroring Subtly imitating someone Imitate breathing pattern
Adopt voice speed
Imitate gestures
Adopt style of dress

11. Communication Barriers
Barriers occur when message is
Complex
Emotionally arousing
Conflicting with receiver’s mental set

12. Overcoming Communication Problems
Understand the receiver
Develop empathy
Recognize what motivates the receiver
Understand the other persons frame of reference

13. Overcoming Communication Problems
Minimize defensive communication
Blaming
Denial

14. Overcoming Communication Problems
Use multiple channels
In-person
Phone call
Letter

15. 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

16. Overcoming Communication Problems
Display a positive attitude
You will appear more credible and trustworthy

17. Overcoming Communication Problems
Use persuasive communication
Ten suggestions in your book on pages

18. Overcoming Communication Problems
Listen actively
Empathize
Summarize
Use supportive body language
See figure 4-5 on page 78.

19. Listening Traps
Do Self-Assessment Quiz 4-2 on p. 79

20. 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.

21. Overcoming Communication Problems
Metacommunicate!
Communicate about your communication

22. Overcoming Communication Problems
Recognize gender differences in communication style

23. 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

24. 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

25. 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