Learning Objectives for

Interpersonal Communication

 State the essentials of interpersonal

communication.
 Discuss how interpersonal communication
networks affect power and control relationships
among employees.
 Describe how information technologies affect
communication.
 Explain the skills and abilities that foster
dialogue.
 Describe how nonverbal communication supports
Chapter 13: Interpersonal
dialogue. Communication 1
 Communication

 The transfer of information from one

person or group to another person or
group through the use of a medium.
 3 Part Process
 Encoding
 Transmission
 Decoding
 Sender

 Encoder of the information that starts the

communication process
 Encoding - translation of thoughts, ideas,
or feelings into a medium for transfer
 Must choose an appropriate medium for
the message and for the receiver
 Message

 Verbal (words that are written or spoken)

symbols and nonverbal cues that
represent the information
 Often the intended message does not
match with what is received based on:
 encoding and decoding of message
 non-verbal cues
 Receiver

 Decodes the message from medium into

thoughts, ideas, and feelings
 Decoding is more important than encoding
because it is the recipient’s decoding of
the information that gives it meaning to
them, and influences their actions
 Ability to listen is vital, most people are
poor listeners, between50% & 25%
retention
 Perception

 Giving meaning to messages

 Personal frame of reference
 How one’s mind works
 Mood
 Effected by:
 Jargon
 Information Overload
 Medium
 Perception (cont)

 Frame of reference - filter through which

perceptions screened and limited
 Projection - attributing to others one’s own
thoughts, ideas, feelings, traits
 Figure ground-
 Figure - positive features in environment
 Ground - background & competing stimuli
 Perception Problems

 Selective Perception - screening out of

information that you want or need to
avoid
 Stereo-typing - assumptions about
individuals based on their membership in
a generalized group
 Halo-effect - tendency to overate an
individual based upon a single trait
 Elements of Interpersonal
Communication
Sender Receiver
Transmitters Channels Receptors

Decoding
Encoding

Noise
Situational
Start MEANING Interpersonal MEANING
Cultural

Encoding
Decoding

Receptors Channels Transmitters

Chapter 13: Interpersonal
Communication 9
 Cultural Hurdles in Interpersonal
Communication

 Body Language

 Personal Space

 Ethnocentrism
Chapter 13: Interpersonal
Communication 10
 Guidelines for Effective Active Listening

 Have a purpose for listening.

 Suspend judgment, at least initially.
 Resist distractions and focus on the sender.
 Pause before responding to the sender.
 Rephrase the sender’s message.
 Seek out important themes.
 Use the differential between rates of speech
and thought to reflect and search for meaning.
Chapter 13: Interpersonal
Communication 11
 Types of Nonverbal Cues

TYPE OF CUE EXPLANATION AND EXAMPLES

Body motion Gestures, facial expressions, eye behavior, etc.

Personal physical Body shape, posture, body or breath odors,

characteristics hair color, skin color, etc.

Paralanguage Voice qualities, speech habits, laughing, etc.

Use of space Ways people use and perceive space.

Physical Building and room design, furnishings, etc.

environment

Time Use of time, cultural differences in time perceptions.

Chapter 13: Interpersonal
Communication 12
 Channels

 The path that a message travels from

sender to receiver
 Different channels have different levels of
media richness
 the information carrying capacity of the
channel
 words, expressions, inflection, feelings
 Examples of Media Richness
Rapid High
Face-to-face dialogue *
Videoconference *
Telephone conversation *
Personalization
Feedback

* Voice mail
* E-mail
* Informal letters/memos
* Organization’s own videos
* Formal written documents
Slow Low * Formal numerical documents

Single Cues Multiple

Standard Language Varied

Source: Adapted from Daft, R.L., and Lengel, R.H. Organizational information requirements, media richness,
Chapter
and structural design. Management Science, 13:32,Interpersonal
1986, 554-571.
Communication 14
 Spoken Vs Written

 Spoken provides:
 immediate feedback
 great richness from nonverbal cues
 fast
 Written provides:
 ability to say everything intended w/o
interruption how they intend to say them
 but...feedback is slower and not as rich
 Communication Media
Face-to-Face: highest information richness.
 Can take advantage of body language and non-
verbal cues.
 Provides for instant feedback.
 Management by wandering around takes advantage of this
with informal talks to workers.
 Video Conferences: provide much of this richness.
 Reduces travel costs and feedback times.
Verbal Communication electronically
transmitted: has next highest richness.
 No nonverbal cues.
 Phone conversations
 Do have tone of voice, and quick feedback.
 Communication Media
Personally Addressed Written
Communication: lower richness than the
verbal forms, but still is directed at a given
person.
 Personal addressing helps ensure receiver reads it.
 Letters and e-mail are common forms.
 Does not provide immediate feedback to sender but
can get feedback later.
 Excellent for complex messages needing follow-up.
Written Communication: lowest richness.
 Good for messages to multiple receivers. Little
feedback is expected.
 Newsletters, reports are examples.
 Social Networks
Networks show information flows in an
organization.
 Star Network: information flow to and from one
central member.
 Circle Network: members communicate with
people next to them in sequence.
 Wheel and Chain networks provide for little interaction.
 Chain Network: members communicate with
others close to them in terms of expertise, office
layout, etc.
 Clique Network: found in teams, with maximal
levels of communications between each member
and all others.
 Importance of Social Networks

 Powerful individuals may limit access to

information.
 Simple networks are needed for simple problems
or independent tasks.
 Complex networks are needed for complex
problems or interdependent tasks.
 No single network is universally effective.
 Adequate sharing of information is crucial.
 Trade-offs or opportunity costs must be
considered.
 Informal networks often create barriers.
Chapter 13: Interpersonal
Communication 19
 Communication Networks in Groups &
Teams
Figure 15.3

Wheel Network
Chain Network

All Channel Network

Circle Network
 Social Network Terms

 Relational Strength
 Asymmetrical Relationships
 Central versus Peripheral
 Structural Holes
 Density
 Groups
 Advantages and Limitations of
Information Technologies
Advantages Limitations
 People can communicate  Interferes with
with each other: relationship building or
 More easily. complex group problem
 More quickly. solving.
 Less expensively.  Breaks down work and
non-work boundaries.
 Erodes delegation of
authority.
 Possibility of wasted time
and effort.
 Lacks
Chapter 13: Interpersonal confidentiality.
Communication 23