Interpersonal Communication

for Managers ©2019, ej4 LLC

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Interpersonal Communication for Managers

Course descriptionTo be a good manager, you have to communicate well with your employees. Are you aware of how you communicate, while you’re communicating? That’s interpersonal communication and that’s what this course is all about. We will cover the different elements of interpersonal communication and how it’s used effectively. We’ll also talk about some helpful tips and tricks to being a better communicator toward your employees and in general.

Definition• Interpersonal communication is the process by which people exchange information,

feelings, and meaning through verbal and nonverbal messages. • Interpersonal focuses on the nonverbal messages:

• Tone of voice• Facial expressions• Gestures• Body language

Elements • Communicators • Message• Noise• Feedback• Context• Channel

Communicators • Communication requires at least two people. • It involves complex, two-way processes of people sending and receiving messages

simultaneously.

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Interpersonal Communication for Managers

Message• Message refers to the speech used in the information given, as well as the nonverbal

messages exchanged through:• Facial expressions• Tone of voice• Gestures• Body language

• Nonverbal behavior can reveal more about emotional attitudes which may underline the content of the speech.

Noise • Noise refers to anything that distorts the message, so that what is received is different

from what is intended by the speaker. • Physical noise may interfere with communication, but it shouldn’t affect the message too

much. • Examples of physical noise include:

• Jet planes• Background noise

• Other examples of noise include:• Complicated jargon• Inappropriate body language• Inattention• Disinterest• Cultural differences

Feedback• Feedback is the messages the receiver returns, allowing the sender to know how

accurately the message has been received, as well as the receiver’s reaction. • Types of feedback include:

• Direct verbal statements • Subtle facial expressions• Changes in posture

• In order to improve communication, feedback allows the sender to:• Regulate • Adapt• Repeat

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Interpersonal Communication for Managers

Context • All communication is influenced by the context in which it takes place. • Types of context include:

• Situational • Social

• Communicators need to consider:• Roles• Responsibilities• Relative status of participants

Channel • Channel refers to the physical means by which the message is transferred from one

person to another. • For face-to-face communication, channels include:

• Speech• Vision

• For telephone conversations, channels include: • Speech

Uses of interpersonal communication • Give and collect information • Influence the attitudes and behaviors of others • Form contacts and maintain relationships • Make decisions and solve problems

Applying interpersonal communication • Why am I choosing to do, or say, this? • Am I confusing my personal feelings with my objectivity? • Would I like to be treated this way? • Would I want everyone to be treated this way? • If this were to become public, would I be comfortable with my actions?

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Interpersonal Communication for Managers

Listening effectively • Avoid jumping to conclusions.• Avoid making premature:

• Judgments• Agreements• Comparisons• Criticisms

• Ask, ”why?” • Ask for permission if you wish to speak with others to get more information.• Consider not solving the problem until facts on all sides are available.

Tips for managers • Be respectful and professional. • Don’t embarrass others in public. • Don’t misdirect your anger. • Act thoughtfully and carefully, and don’t react. • Gather appropriate information in an impartial, non-judgmental way. • Let the person you’re communicating with know that you understand how they’re feeling.• For concerned conversations, you should:

• Give acknowledgment by nodding, saying “I see,” and making appropriate eye contact.

• Ask questions. • Avoid closed-ended questions. • Ask direct, open-ended questions. • Listen reflectively.• Repeat back key words or phrases. • Know when to use silence. • Try to avoid:

• Jumping to conclusions• Rushing to judgments• Speaking those judgments• Giving unwanted advice• Moving prematurely to problem solving• Changing the subject• Talking about yourself • Talking about other similar cases

Application Questions

Recall a time when nonverbal communication spoke louder than the spoken message. Briefly describe the situation.

List your interpersonal communications strengths. What areas can you improve on?

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