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BCEN 3510, Business Communication Chapter 2: Introduction to Interpersonal Communication
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Introduction to Interpersonal Communication The interpersonal communication process is – the process of sending and receiving verbal and nonverbal messages between two or more people.
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Introduction to Interpersonal Communication Understanding Interpersonal Communication – Meaning (thoughts, feelings, ideas) – Encoding (converting meaning into messages using words and nonverbal signals) – Decoding (interpreting messages from others) Goal of Interpersonal Communication – Shared meaning
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Introduction to Interpersonal Communication Barriers to Interpersonal Communication – Noise Physical noise (train, jack hammer, wind) Physiological noise (illness, hearing impairment) Semantic noise (different interpretations of words) Psychological noise (attitudes, ideas, emotions) – Filtering Decoding problems resulting from different knowledge, values, and life experiences
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Introduction to Interpersonal Communication Developing Emotional Intelligence involves – Understanding emotions – Managing emotions – Empathizing with others – Effectively handling relationships Emotional Hijacking – Letting emotions control our behavior – Acting or reacting without thinking
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Introduction to Interpersonal Communication Domains of Emotional Intelligence – Self-awareness Understanding your emotions as they occur and how they affect you – Self-management Staying flexible and directing your behavior positively – Empathy Reading and understanding emotions of others – Relationship management Successfully managing interactions with others
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Introduction to Interpersonal Communication Communication Channels – Selecting a medium for transmitting a message Face-to-face Telephone E-mail Text message Other
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Introduction to Interpersonal Communication Factors in Selecting a Communication Medium – Richness (level of immediacy and number of cues available) – Control (degree to which communication can be planned and recorded) – Permanence (storage, retrieval, and distribution factors) – Constraints (practical limitations of coordination and resources) Time needed for all people to participate Resources needed—time, space, money – Coordination—allowing all relevant people to participate
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Introduction to Interpersonal Communication Adapting Communication to Situation/Styles of Others – Forms of communication Private—one-to-one communication between two or a few people regarding work matters Team—communication between team members and stakeholders to complete projects or tasks Networked—communication between known and/or unknown parties through Internet and intranets Leadership—executive communication to groups (big changes, policy issues, inspirational messages)
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Introduction to Interpersonal Communication Level of Formality in Communication – Formal communication—involves protocols, rules, structure, politeness – Informal communication—absence of protocols, rules, structure
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Introduction to Interpersonal Communication Communicator Styles – Sensers—pragmatic and results-oriented (be brief and to the point) – Feelers—people oriented; focus on harmony (more personal; need explanations for decisions) – Thinkers—logical, objective, analytical (well- organized; well-analyzed; dispassionate) – Intuitors—future oriented, out-of-the-box thinkers (want more discussion; don’t overemphasize details)
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Introduction to Interpersonal Communication Maintaining Civility in the Workplace – with customers – with clients – with co-workers
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Introduction to Interpersonal Communication Types/Causes of Incivility in the Workplace – Ignoring others – Being discourteous – Disrespecting the efforts of others – Disrespecting the time of others – Disrespecting the privacy of others – Disrespecting the dignity and worth of others
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Introduction to Interpersonal Communication Maintaining Civil Communications – Slow down and be present in life – Listen to the voice of empathy – Keep a positive attitude – Respect others’ opinions – Disagree graciously rather than argue – Get to know people around you – Pay attention to small things – Ask rather than tell
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