chapter 13: interpersonal communication1 learning objectives for interpersonal communication state...

Chapter 13: Interpersonal CommuChapter 13: Interpersonal Communicationnication

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Learning Objectives forLearning Objectives forInterpersonal CommunicationInterpersonal Communication

State the essentials of interpersonal communication.State the essentials of interpersonal communication. Discuss how interpersonal communication networks Discuss how interpersonal communication networks

affect power and control relationships among affect power and control relationships among

employees.employees. Describe how information technologies affect Describe how information technologies affect

communication.communication. Explain the skills and abilities that foster dialogue.Explain the skills and abilities that foster dialogue. Describe how nonverbal communication supports Describe how nonverbal communication supports

dialogue.dialogue.

CommunicationCommunication

The transfer of information from one The transfer of information from one person or group to another person or person or group to another person or group through the use of a medium.group through the use of a medium.

3 Part Process3 Part Process EncodingEncoding TransmissionTransmission DecodingDecoding

SenderSender

Encoder of the information that Encoder of the information that starts the communication processstarts the communication process

Encoding - translation of thoughts, Encoding - translation of thoughts, ideas, or feelings into a medium for ideas, or feelings into a medium for transfertransfer

Must choose an appropriate medium Must choose an appropriate medium for the message and for the receiverfor the message and for the receiver

MessageMessage

Verbal (words that are written or Verbal (words that are written or spoken) symbols and nonverbal cues spoken) symbols and nonverbal cues that represent the informationthat represent the information

Often the intended message does Often the intended message does not match with what is received not match with what is received based on:based on: encoding and decoding of messageencoding and decoding of message non-verbal cuesnon-verbal cues

ReceiverReceiver

Decodes the message from medium into Decodes the message from medium into thoughts, ideas, and feelingsthoughts, ideas, and feelings

Decoding is more important than encoding Decoding is more important than encoding because it is the recipient’s decoding of because it is the recipient’s decoding of the information that gives it meaning to the information that gives it meaning to them, and influences their actionsthem, and influences their actions

Ability to listen is vital, most people are Ability to listen is vital, most people are poor listeners, between50% & 25% poor listeners, between50% & 25% retentionretention

PerceptionPerception

Giving meaning to messages Giving meaning to messages Personal frame of referencePersonal frame of reference How one’s mind worksHow one’s mind works MoodMood

Effected by:Effected by: JargonJargon Information OverloadInformation Overload MediumMedium

Perception (cont)Perception (cont)

Frame of reference - filter through which Frame of reference - filter through which perceptions screened and limitedperceptions screened and limited

Projection - attributing to others one’s Projection - attributing to others one’s own thoughts, ideas, feelings, traitsown thoughts, ideas, feelings, traits

Figure ground-Figure ground- Figure - positive features in environmentFigure - positive features in environment Ground - background & competing stimuliGround - background & competing stimuli

Perception ProblemsPerception Problems

Selective Perception - screening out Selective Perception - screening out of information that you want or need of information that you want or need to avoidto avoid

Stereo-typing - assumptions about Stereo-typing - assumptions about individuals based on their individuals based on their membership in a generalized groupmembership in a generalized group

Halo-effect - tendency to overate an Halo-effect - tendency to overate an individual based upon a single traitindividual based upon a single trait


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Elements of Interpersonal Elements of Interpersonal CommunicationCommunication

ReceiverSender

Start MEANING MEANING

Encoding

DecodingEncoding

Decoding

Transmitters Channels Receptors

Transmitters ChannelsReceptors

Noise

Situational

Interpersonal

Cultural


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Cultural Hurdles in Interpersonal Cultural Hurdles in Interpersonal CommunicationCommunication

Body LanguageBody Language

Personal SpacePersonal Space

EthnocentrismEthnocentrism


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Guidelines for Effective Active Guidelines for Effective Active ListeningListening

Have a purpose for listening.Have a purpose for listening.

Suspend judgment, at least initially.Suspend judgment, at least initially.

Resist distractions and focus on the sender.Resist distractions and focus on the sender.

Pause before responding to the sender.Pause before responding to the sender.

Rephrase the sender’s message.Rephrase the sender’s message.

Seek out important themes.Seek out important themes.

Use the differential between rates of speech Use the differential between rates of speech

and thought to reflect and search for and thought to reflect and search for

meaning.meaning.


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Types of Nonverbal CuesTypes of Nonverbal Cues

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

Personal physicalcharacteristics

Paralanguage

Use of space

Physicalenvironment

Time

Body shape, posture, body or breath odors, hair color, skin color, etc.

Voice qualities, speech habits, laughing, etc.

Ways people use and perceive space.

Building and room design, furnishings, etc.

Use of time, cultural differences in time perceptions.

TYPE OF CUE EXPLANATION AND EXAMPLES

ChannelsChannels

The path that a message travels The path that a message travels from sender to receiverfrom sender to receiver

Different channels have different Different channels have different levels of media richnesslevels of media richness the information carrying capacity of the the information carrying capacity of the

channelchannel words, expressions, inflection, feelingswords, expressions, inflection, feelings


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Examples of Media RichnessExamples of Media Richness

Face-to-face dialogue *Videoconference *

Telephone conversation ** Voice mail

* E-mail

* Informal letters/memos

* Organization’s own videos

* Formal written documents

* Formal numerical documents

Source: Adapted from Daft, R.L., and Lengel, R.H. Organizational information requirements, media richness, and structural design. Management Science, 1986, 32, 554-571.

Single

Standard

Multiple

Varied

HighRapid

LowSlow

Fee

dbac

k

Per

sona

liza

tion

Cues

Language

Spoken Vs WrittenSpoken Vs Written

Spoken provides: Spoken provides: immediate feedbackimmediate feedback great richness from nonverbal cuesgreat richness from nonverbal cues fastfast

Written provides:Written provides: ability to say everything intended w/o ability to say everything intended w/o

interruption how they intend to say theminterruption how they intend to say them but...feedback is slower and not as richbut...feedback is slower and not as rich

Communication MediaCommunication MediaCommunication MediaCommunication MediaFace-to-FaceFace-to-Face: highest information richness.: highest information richness.

Can take advantage of body language and non-verbal Can take advantage of body language and non-verbal cues.cues.

Provides for instant feedback.Provides for instant feedback. Management by wandering around takes advantage of this Management by wandering around takes advantage of this

with informal talks to workers.with informal talks to workers. Video ConferencesVideo Conferences: provide much of this richness.: provide much of this richness.

Reduces travel costs and feedback times.Reduces travel costs and feedback times.

Verbal Communication electronically Verbal Communication electronically transmittedtransmitted: has next highest richness.: has next highest richness.

No nonverbal cues.No nonverbal cues. Phone conversationsPhone conversations

Do have tone of voice, and quick feedback.Do have tone of voice, and quick feedback.

Communication MediaCommunication MediaCommunication MediaCommunication MediaPersonally Addressed Written Personally Addressed Written

Communication:Communication: lower richness than the lower richness than the verbal forms, but still is directed at a given verbal forms, but still is directed at a given person.person.

Personal addressing helps ensure receiver reads it.Personal addressing helps ensure receiver reads it. Letters and e-mail are common forms.Letters and e-mail are common forms.

Does not provide immediate feedback to sender but Does not provide immediate feedback to sender but can get feedback later.can get feedback later.

Excellent for complex messages needing follow-up.Excellent for complex messages needing follow-up.

Written Communication:Written Communication: lowest richness. lowest richness. Good for messages to multiple receivers. Little Good for messages to multiple receivers. Little

feedback is expected.feedback is expected. Newsletters, reports are examples.Newsletters, reports are examples.

Social NetworksSocial NetworksSocial NetworksSocial NetworksNetworks show information flows in an Networks show information flows in an

organization.organization. Star Network: Star Network: information flow to and from one information flow to and from one

central member.central member. Circle Network: Circle Network: members communicate with members communicate with

people next to them in sequence.people next to them in sequence. Wheel and Chain networks provide for little interaction.Wheel and Chain networks provide for little interaction.

Chain Network: Chain Network: members communicate with members communicate with others close to them in terms of expertise, office others close to them in terms of expertise, office layout, etc. layout, etc.

Clique Network: Clique Network: found in teams, with maximal found in teams, with maximal levels of communications between each member levels of communications between each member and all others.and all others.


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Importance of Social NetworksImportance of Social Networks

Powerful individuals may limit access to information.Powerful individuals may limit access to information. Simple networks are needed for simple problems or Simple networks are needed for simple problems or

independent tasks.independent tasks. Complex networks are needed for complex problems Complex networks are needed for complex problems

or interdependent tasks.or interdependent tasks. No single network is universally effective.No single network is universally effective. Adequate sharing of information is crucial.Adequate sharing of information is crucial. Trade-offs or opportunity costs must be considered.Trade-offs or opportunity costs must be considered. Informal networks often create barriers. Informal networks often create barriers.

Communication Networks in Groups Communication Networks in Groups & Teams& Teams

Communication Networks in Groups Communication Networks in Groups & Teams& Teams

Wheel Network

Circle Network

Chain Network

All Channel Network

Figure 15.3

Social Network TermsSocial Network Terms

Relational StrengthRelational Strength Asymmetrical RelationshipsAsymmetrical Relationships Central versus PeripheralCentral versus Peripheral Structural HolesStructural Holes DensityDensity GroupsGroups


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Advantages and Limitations ofAdvantages and Limitations ofInformation TechnologiesInformation Technologies

People can People can

communicate with communicate with

each other:each other: More easily.More easily. More quickly.More quickly. Less expensively.Less expensively.

Interferes with Interferes with

relationship building or relationship building or

complex group problem complex group problem

solving.solving. Breaks down work and Breaks down work and

non-work boundaries.non-work boundaries. Erodes delegation of Erodes delegation of

authority.authority. Possibility of wasted Possibility of wasted

time and effort.time and effort. Lacks confidentiality.Lacks confidentiality.

Advantages Limitations

chapter 13: interpersonal communication1 learning objectives for interpersonal communication state...

Documents

message encoding

transfer of information

nonverbal communication

information technologies

feelings decoding

appropriate medium

communication process

intended message