DCSMAT Vagamon

The Basics of Effective
Interpersonal Communication
The Basics of Effective
Interpersonal Communication
A Presentation made by
TVG.Ramanathan, M.Sc., MBA., CAIIB
at
DC College, Vagamon
tvg.ramanathan@gmail.com
9048698998 2
What is communication?
What do you think communication is?
How would you define it?
Take a few moments to

write down some of
your thoughts
9048698998 3
Four facets of communication
Three are four facets in all types of
communication:
Sender
Receiver
Information
Behavior
9048698998 4
Four facets of communication
In any communication:
The Sender is the person trying to
communicate a message
The Receiver is the person at whom the
message is directed
A message is sent to convey information
Information is meant to change behavior
9048698998 5
Shared symbols
Sometimes when we communicate we
assume we are using shared symbols
when we might not be
Think about the term asap, as soon as

possible. What does it really mean?
Think about how the meaning might change

in the situations on the next slide
9048698998 6
Shared symbols
How might your meaning of asap change in
these situations?
Someone from another department calls. He
needs some detailed information asap; but you
are already rather busy.
A coworker comes to you for help with an
assignment. She needs you asap; but you have
another job to finish before lunch.
Your immediate supervisor, whom you like to
please, asks you to type a memo for her asap; but
you already have a stack of other jobs to finish.
9048698998 7
Shared symbols
Someone from another department calls.
He needs some detailed information asap;
but you are already rather busy.
In this situation, you might interpret asap

as when I have finished all of my own
work and have a chance to get to it. It
might be tomorrow or the next day.
9048698998 8
Shared symbols
A coworker comes to you for help with an
assignment. She needs you asap; but you
have another job to finish before lunch.

as after I have finished my own work, I
will help out after lunch.
9048698998 9
Shared symbols
Your immediate supervisor, whom you like
to please, asks you to type a memo for her
asap; but you already have a stack of other
jobs to finish.

as Ill do this now and finish my other
work afterwards.
9048698998 10
Shared symbols
In the previous examples, weve seen the
meaning of asap change from in a few
days to immediately.
Many other words and phrases are also vague

and have different meanings for different
people.
Shared symbols are not always completely

shared. The message intended is not always
the message received.
9048698998 11
Why do we communicate?
What do you think?

write down some of
your thoughts
9048698998 12
Why we communicate
We communicate to:
Share our ideas and opinions
Provide feedback to others
Get information from others
Gain power and influence
Develop social relationships
Maintain self-expression and our culture
and other ideas you may have thought of
9048698998 13
How do we communicate?
Think of the many ways in which you
communicate

write down some of
your thoughts
9048698998 14
How we communicate
We communicate and build
interpersonal relationships through:
Speech
Writing
Listening
Non-verbal language
Music, art, and crafts
9048698998 15
Choosing your medium
Depending upon the situation, one method
of communication may be better than
another.
In person: one-to-one
In person: meetings, small groups
In person: presentations, large groups
Letter
Memo
Note
Email
Voice mail tvg.ramanathan@gmail.com
9048698998 16
To determine the best medium for your
message determine:
What you as the sender need to achieve
What the receiver needs to know. What
the receiver wants to know
How detailed, important, and or personal
the information in the message is
Which behavior you want to influence and
how
9048698998 17
How would you communicate
an organizational change in your unit
the introduction of a new employee
a change in someones job duties
a reprimand
notice of a meeting
Take a few moments to write down some of

your thoughts
9048698998 18
The best way to communicate
an organizational change in your unit by
memo and small group meetings
the introduction of a new employee by
group and one-on-one meetings
a change in someones job duties by
memo and one-on-one meeting
a reprimand in a one-on-one private meeting
notice of a meeting by memo and email
9048698998 19
Barriers to communication
What are barriers to communication
that exist in any work setting?

write down some of
your thoughts
9048698998 20
Some common barriers to interpersonal
communication include:
Unclear process: The receiver and sender may not share the
same language, slang, jargon, vocabulary, symbols
Chain of command: There may be too many layers that a
message passes through between sender and receiver
Large size of an organization, geographic distance:
Large numbers of receivers require good message sending
methods
Personal limitations: Physical and mental disabilities, and
differences in intelligence and education may interfere with mutual
understanding
9048698998 21
Additional common barriers to
interpersonal communication include:
Human nature: Peoples egos, prejudices, and traditions
can get in the way
Conflicting feelings, goals, opinions: If people

feel on opposite sides of an issue they may not share
Power: The idea that knowledge is power can lead to

information hoarding
9048698998 22
Sharing your ideas
Why and when is it necessary to share
your ideas?

write down some of
your thoughts
9048698998 23
Share your ideas to
State an opinion or position
Give instructions or directions
Announce a change
Make presentations
Participate in meetings
Give information in emergencies
Communicate the organizational mission,
vision, and values
9048698998 24
Obstacles to sharing ideas
What can make sharing ideas difficult?

write down some of
your thoughts
9048698998 25
Obstacles to sharing ideas
Your own shyness
Fear of rejection
Peer pressure
Unorganized thinking
Others possibly becoming defensive
Physical disabilities (impaired sight, hearing, speech)
Having to deal with aggressive people
and others you may have thought of
9048698998 26
SHARE your ideas a model
State the main point of your message

Highlight other important points
Assure the receivers understanding
React to how the receiver responds
Emphasize/summarize your main ideas
9048698998 27
SHARE an example
Id like to talk to you about the new employee welcome program.
We need to discuss the new schedule, locations, and presenters.
Do you need me to further clarify how we are making invitations?
I understand your concern about parking.
To wrap-up, Ill develop the schedule and make the room
reservations, if you can line up the guest speakers.
9048698998 28
Getting good information
Why is it necessary to get good
information from others?

write down some of
your thoughts
9048698998 29
Get good information to
Find out facts and details
Get directions or instructions
Try to understand anothers point of view
Help someone solve a problem
Resolve a team conflict
Solve work problems
9048698998 30
Obstacles to getting good
information
What can make getting good
information difficult?

write down some of
your thoughts
9048698998 31
Obstacles to getting good
information
Lack of trust
Assuming you already know it all
Jumping to conclusions
Not valuing diverse opinions
Weak reading skills
Weak listening skills
Weak questioning skills
9048698998 32
The power of listening
The philosopher Epictetus stressed the
power of listening in this quote:
Nature gave us one tongue and two

ears so we could hear twice as much
as we speak.
9048698998 33
Listen actively
Prepare to listen by focusing on the speaker
Control and eliminate distractions so that you
can focus on the message. Dont do anything else
(writing, reading, email) but listen
Establish appropriate eye contact to show
interest
See listening as an opportunity to get
information, share anothers views, and broaden
your own knowledge
9048698998 34
Listen actively
Create a need to listen by thinking about what
you can learn from the speaker
Set aside the time to listen so that you wont feel
rushed or become distracted by other responsibilities
Dont prejudge the message based on who is
delivering it. Focus instead on the content of the
message.
Monitor the way you listen by asking yourself
questions such as Did I really pay attention or was I
thinking about what I was going to say next? Was
there information I missed because I allowed myself
to become distracted?
9048698998 35
Thats a good question!
Close end questions limit the answer to yes or no
Open end questions allow the responder total
freedom in answering
Direct questions ask for specific information; limit
answers to brief fact statements
Probing questions follow up other questions to
solicit additional information
Hypothetical questions present a theoretical
situation to which receiver responds
See examples of each on the next slide

9048698998 36
Good question - examples
Close end question
Did you attend the staff meeting this morning?
Open end question
What was discussed at the staff meeting this morning?
Direct question
Which topics were listed on the meeting agenda?
Probing question
Can you tell me more about the first agenda topic?.
Hypothetical question
What would you have done, if you had not had the
chance to present your idea at the meeting?
9048698998 37
FOCUS on information
a model
Focus the discussion on the specific
information you need
Open-end question to expand the
discussion
Close-end question to get specifics
Use active listening skills to understand
what you are hearing
Summarize and close the discussion
9048698998 38
FOCUS on information
an example
Focus the discussion on the specific information you need
I need to ask you about the computer meeting you attended
yesterday.
Open-end question to expand the discussion
What kinds of decisions were made regarding expansion of our
departmental system?
Did the committee decide to buy Dell computers?
Use active listening skills to understand what you are hearing
What I think I heard you say was that the decision was made?
So to wrap up, the system will expand and we will be using Dells.
Thanks for keeping me up to date.
9048698998 39
Getting / giving feedback
Why is it necessary to give constructive
feedback to others?

write down some of
your thoughts
9048698998 40
Give feedback when
Someone asks for your opinion
Work errors occur frequently
A coworkers habits disturb you
A coworkers behavior has negative
consequences
There are unresolved problems
Constructive feedback focuses on facts not people,

solving problems instead of placing blame, and
strengthening relationships instead of being right
9048698998 41
Obstacles to giving
constructive feedback
What makes it hard to give
constructive feedback?

write down some of
your thoughts
9048698998 42
Obstacles to giving
constructive feedback
Separating the person from the problem
Others becoming defensive or angry
Fear of negative consequences (especially if the other
person is a supervisor)
Dealing with potential conflict (especially if the other
person is aggressive)
Avoiding hurt feelings
Preserving relationships
Not having all the facts and jumping to conclusions
Choosing the right time so that the other person is
most receptive
9048698998 43
STATE feedback a model
State the constructive purpose of
your feedback
Tell specifically what you have observed
Address and describe your reactions
Tender specific suggestions for
improvement
Express your support and respect for
the person
9048698998 44
STATE feedback an example
State the constructive purpose of your feedback
Id like to give you some feedback about your training style so that your
evaluations will be more positive and you will enjoy it more.
I notice that you rely heavily on your notes.
I feel as though you are unsure of yourself when you read.
Tender specific suggestions for improvement
I can help you develop a PowerPoint presentation so that you can use
the screens as a cue instead of being tied to your notes.
Express your support for the person
You know a lot about the subject. With practice you can become a good
trainer.
9048698998 45
Body language
Nonverbal communication, known as body
language sends strong positive and negative
signals. This is how much it influences any
message:
Words 8%
Tone of voice 34%
Non-verbal cues 58%
Message 100%
9048698998 46
Body language includes
Face
Figure
Focus
Territory
Tone
Time
Each of these is described in the following slides

9048698998 47
Body language - face
Face includes:
Your expressions
Your smile or lack thereof
Tilt of the head; e.g., if your head is tilted
to one side, it usually indicates you are
interested in what someone is saying
What message are you sending if someone is

presenting a new idea and you are frowning?
9048698998 48
Body language - figure
Figure includes:
Your posture
Your demeanor and gestures
Your clothes and accessories such as
jewelry
What message are you sending if you are dressed

casually at an important meeting?
9048698998 49
Body language - focus
Focus is your eye contact with others
The perception of eye contact differs by
culture. For most Americans
Staring makes other people uncomfortable
Lack of eye contact can make you appear weak or
not trustworthy
Glasses may interfere or enhance eye contact
What message are you sending if you are looking at

other things and people in a room when someone
is speaking to you?
9048698998 50
Body language - territory
Territory focuses on how you use
space. It is also called proxemics.
The perception of territory differs by culture.
Most Americans are comfortable with an
individual space that is about an arms length
in diameter
What message are you sending if you keep moving

closer to a person who is backing away from you?
9048698998 51
Body language - tone
Tone is a factor of your voice
Pitch is the highness or lowness of voice
Volume is how loud your voice is
Emphasis is your inflection
What message are you sending if during a

disagreement you start speaking very loudly?
9048698998 52
Body language - time
Time focuses on how you use time.
It is also called chronemics.
Pace is how quickly you speak
Response is how quickly you move
Punctuality is your timeliness
What message are you sending if you are

consistently late for meetings?
9048698998 53
Ideas to walk away with
People are always communicating
The meaning intended by the sender is
never exactly the message gotten by
the receiver
We can help to overcome barriers to
communication by being aware of them
Verbal and non-verbal communication is
important in sending our messages
9048698998 54
Test yourself
1. Communication is defined as the interchange of thoughts or
opinions through shared symbols.
True___ False___
2. The four facets of interpersonal communication are sender,

receiver, information, and behavior.
True___ False___
3. Unclear process; chain of command; large size of an

organization or geographic distance; personal limitations;
human nature; conflicting feelings, goals, opinions; and
power are examples of barriers to communication.
True___ False___
9048698998 55
Test yourself
4. Describe the steps of the SHARE model for giving good
information share, highlight, assure, react, emphasize:
5. Describe the steps of the FOCUS model for getting good

information focus, open end, close end, use, summarize:
6. Describe the steps of the STATE model for giving constructive

feedback state, tell, address, tender, express:
7. Describe the the six aspects of non-verbal communication (body

language):
9048698998 56
Test yourself - answers
1. Communication is defined as the interchange of thoughts or
opinions through shared symbols.
True
2. The four facets of interpersonal communication are sender,

receiver, information, and behavior.
True
3. Unclear process; chain of command; large size of an

organization or geographic distance; personal limitations;
human nature; conflicting feelings, goals, opinions; power are
examples of barriers to communication.
True
9048698998 57
4. The steps of the SHARE model for giving good information are:
5. The steps of the FOCUS model for getting good information are:
Focus the discussion on the specific information you need
Open-end question to expand the discussion
Use active listening skills to understand what you are hearing
9048698998 58
6. The steps of the STATE model for constructive feedback are:
State the constructive purpose of your feedback
Tender specific suggestions for improvement
Express your support for the person
7. The the six aspects of non-verbal communication (body language):

Face expressions, smile, tilt of head
Figure posture, demeanor, gestures, dress
Focus eye contact
Territory use of space
Tone voice pitch, volume, emphasis
Time the use time
9048698998 59

DCSMAT Vagamon

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

DCSMAT Vagamon

Uploaded by

Copyright:

Available Formats

The Basics of Effective

Take a few moments to

Think about the term asap, as soon as

Think about how the meaning might change

In this situation, you might interpret asap

In this situation, you might interpret asap

In this situation, you might interpret asap

Many other words and phrases are also vague

Shared symbols are not always completely

Take a few moments to

Take a few moments to

Take a few moments to write down some of

Take a few moments to

Conflicting feelings, goals, opinions: If people

Power: The idea that knowledge is power can lead to

and other ideas you may have thought of

Take a few moments to

Take a few moments to

State the main point of your message

Take a few moments to

Take a few moments to

Nature gave us one tongue and two

See examples of each on the next slide

Take a few moments to

Constructive feedback focuses on facts not people,

Take a few moments to

Each of these is described in the following slides

What message are you sending if someone is

What message are you sending if you are dressed

What message are you sending if you are looking at

What message are you sending if you keep moving

What message are you sending if during a

What message are you sending if you are

2. The four facets of interpersonal communication are sender,

3. Unclear process; chain of command; large size of an

5. Describe the steps of the FOCUS model for getting good

6. Describe the steps of the STATE model for giving constructive

7. Describe the the six aspects of non-verbal communication (body

2. The four facets of interpersonal communication are sender,

3. Unclear process; chain of command; large size of an

7. The the six aspects of non-verbal communication (body language):

You might also like