Interpersonal Communication

Interpersonal Communication:

Interpersonal Communication Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Introduction:

Introduction Most employees spend 75 percent of each workday communicating 75 percent of what we hear we hear incorrectly 75 percent of what we hear accurately we forget within three weeks 70 percent of all business communication fails to achieve the intended purposes Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Slide 3:

The communication process consists of a sender who encodes a message and transmits it through a channel to a receiver who decodes it and may give feedback. Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

The Communication Process :

The Communication Process Step 1: Encodes message and selects transmission channel Step 3: Decodes message and decides if feedback is needed Step 2: Transmits message through a channel Step 4: Feedback – response or new message may be transmitted Exhibit 5.1 Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Barriers to Communication :

Barriers to Communication Perception * Not Listening Information overload * Emotions Channel selection * Filtering Noise * Gender Trust and credibility * Culture Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

How Barriers Affect The Communication Process :

How Barriers Affect The Communication Process Message Response Barriers Barriers Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Steps in the Communication Process (1 of 3) :

Steps in the Communication Process (1 of 3) Step 1. The sender encodes the message and selects the transmission channel Encoding – the sender’s process of putting the message into a form that the receiver will understand Perception communication barriers Information overload communication barriers Transmission channels Oral Nonverbal Written Channel selection barriers Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Steps in the Communication Process (2 of 3) :

Steps in the Communication Process (2 of 3) Step 2. The sender transmits the message Noise communication barriers Step 3. The receiver decodes the message and decides if feedback is needed Decoding – the receiver’s process of translating the message into a meaningful form Trust and credibility communication barriers Not listening barrier to communication Emotional barriers to communication Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Steps in the Communication Process (3 of 3):

Steps in the Communication Process (3 of 3) Step 4. Feedback – a response or a new message may be transmitted Filtering communication barriers Gender style barrier to communication Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Gender Conversation Differences:

Gender Conversation Differences Research shows the men and women converse for different reasons Gender style becomes a barrier to communication between the sexes Women tend to: talk to create connections and develop relationships Men tend to: talk about status and independence Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Barriers to Cross-Cultural Communication: :

Barriers to Cross-Cultural Communication: 3. Language 4. Etiquette and Politeness 5. Nonverbal Communication 1. Cultural Context 2. Social Convention Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Cultural Context: High-Context Cultures:

Cultural Context: High-Context Cultures Rely heavily on nonverbal communication Rely on subtle situational cues during the communication process What is not said is often more important than what is actually said Important factors in communication: official status place in society reputation Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Cultural Context: Low-Context Cultures :

Cultural Context: Low-Context Cultures Rely heavily on the actual words used Nonverbal communications and subtle situational cues are not as important as what is actually said Status, place, and reputation are given secondary importance to the actual words Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

High- versus Low-Context Culture Communication Importance :

High- versus Low-Context Culture Communication Importance Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Context High-Context Culture Low-Context Culture Focus on nonverbal communications and subtle cues X Focus on actual spoken and written work X Credibility and trust are important X The need to develop relationships X Position, age, seniority X Use of precisely written legal contracts X Direct get down to business conversation X Managers tell employees (give orders) what to do X

Social Conventions :

Social Conventions Language, Etiquette, and Politeness Even when speaking the same language, words mean different things, and the same thing may be called by different names Nonverbal Communication Consists of messages we send without using words Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Guidelines to Overcome Global Barriers to Communications: :

Guidelines to Overcome Global Barriers to Communications: Believe there are differences until similarity is proven Delay judgment of peoples’ behavior until you are sure you are being culturally sensitive Put yourself in the receiver’s position When in doubt, ask Follow the other person’s lead and watch his or her behavior Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Sending Messages :

Sending Messages To transmit messages effectively, managers must state exactly: what they want how they want it done when they want it done Before you send a message, you should carefully select the channel plan how you will send the message Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Goals of Communication :

Goals of Communication Influence Inform Express Feelings Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Planning the Message :

Planning the Message What is the goal of the message? Who should receive the message? How will you encode the message so that it will be understood? When will the message be transmitted? Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

The Message-Sending Process Model :

The Message-Sending Process Model Step 1. Develop rapport Step 2. State the communication objective Step 3. Transmit the message Step 4. Check understanding Step 5. Get a commitment and follow up Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Receiving Messages:

Receiving Messages Communication does not take place unless the message is received with mutual understanding The message cannot be received accurately unless the receiver listens Empathic listening – the ability to understand and relate to another’s situation and feelings Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Levels of Listening :

Levels of Listening 3. Projective The receiver listens without evaluation to the full message, attempting to understand the sender’s viewpoint. 2. Evaluation The receiver listens carefully until hearing something that is not accepted. Listening ends and the response to the incomplete message is developed. 1. Marginal The receiver does not listen carefully. The message is not heard or understood with mutual agreement Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Active Projective Listening Tips (1 of 2) :

Active Projective Listening Tips (1 of 2) Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Listening 1. Pay attention 2. Avoid distractions 3. Stay tuned in 4. Do not assume and interrupt 5. Watch for nonverbal cues 6. Ask questions 7. Take notes 8. Convey meaning Analyzing 9. Think 10. Evaluate after listening 11. Evaluate facts presented

Active Projective Listening Tips (2 of 2) :

Active Projective Listening Tips (2 of 2) Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com Speaking 12. Paraphrase first 13. Watch for nonverbal cues

Feedback :

Feedback Process of verifying messages Forms of feedback include: questioning paraphrasing allowing comments and suggestions Feedback when giving and receiving messages facilitates job performance Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

360-Degree Feedback :

360-Degree Feedback Performance feedback method: downward from the supervisor laterally from peers or coworkers upwards from subordinates inwardly from the person getting the feedback Customers and suppliers can also provide feedback on different aspects of performance Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Common Approach of Getting Feedback :

Common Approach of Getting Feedback To send the entire message Followed by asking “Do you have any questions?” Feedback usually does not follow because people have a tendency not to ask questions because: They feel ignorant They are ignorant Receivers are reluctant to point out the sender’s ignorance Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

How to Get Feedback on Messages :

How to Get Feedback on Messages Be open to feedback Be aware of nonverbal communication Ask questions Paraphrasing Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Response Styles :

Response Styles Advising Diverting Probing Reassuring Reflecting Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Response Styles: Advising :

Response Styles: Advising Advising responses provide evaluation, personal opinion, direction, or instructions Employees often come to the manager for advice on how to do something or for the manager to make a decision Appropriate use of advising responses : Giving advice is appropriate when you are directly asked for it Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Response Styles: Diverting :

Response Styles: Diverting Often called changing the subject Diverting responses switch the focus of the communication to a message of the receiver The receiver becomes the sender of a different message Appropriate use of diverting responses : When using the autocratic supervisory style Helpful when used to share personal experiences of feelings that are similar to those of the sender Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Response Styles: Probing :

Response Styles: Probing A probing response asks the sender to give more information about some aspect of the message Useful to get a better understanding of the situation Appropriate use of probing responses : During the early stages of the message to ensure understanding Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Response Styles: Reassuring :

Response Styles: Reassuring A reassuring response is given to reduce the intensity of the emotions associated with the message Appropriate use of reassuring responses : When the other person lacks confidence Encouraging responses can help employees develop Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com

Response Styles: Reflecting :

Response Styles: Reflecting The reflecting response paraphrases the message back to the sender to convey understanding and acceptance Used by the empathic projective listener Appropriate use of reflecting responses : The empathic responder deals with content, feelings, and the underlying meaning being expressed in the message Imprint Training Center 9- Lal Niwas, Sardarpura, Udaipur- 313001 Email: imprintspdp@gmail.com