Learning Objectives for
Interpersonal Communication
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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
Communication
1
dialogue.
Communication
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The transfer of information from one
person or group to another person or
group through the use of a medium.
3 Part Process
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Encoding
Transmission
Decoding
Sender
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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
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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:
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encoding and decoding of message
non-verbal cues
Receiver
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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
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Giving meaning to messages
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Personal frame of reference
How one’s mind works
Mood
Effected by:
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Jargon
Information Overload
Medium
Perception (cont)
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Frame of reference - filter through which
perceptions screened and limited
Projection - attributing to others one’s own
thoughts, ideas, feelings, traits
Figure ground
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Figure - positive features in environment
Ground - background & competing stimuli
Perception Problems
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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
Chapter 13: Interpersonal
Communication
Transmitters
9
Cultural Hurdles in Interpersonal
Communication
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Body Language
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Personal Space
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Ethnocentrism
Chapter 13: Interpersonal
Communication
10
Guidelines for Effective Active Listening
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Have a purpose for listening.
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Suspend judgment, at least initially.
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Resist distractions and focus on the sender.
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Pause before responding to the sender.
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Rephrase the sender’s message.
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Seek out important themes.
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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
characteristics
Body shape, posture, body or breath odors,
hair color, skin color, etc.
Paralanguage
Voice qualities, speech habits, laughing, etc.
Use of space
Ways people use and perceive space.
Physical
environment
Building and room design, furnishings, etc.
Time
Use of time, cultural differences in time perceptions.
Chapter 13: Interpersonal
Communication
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Channels
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The path that a message travels from
sender to receiver
Different channels have different levels of
media richness
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the information carrying capacity of the
channel
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words, expressions, inflection, feelings
Examples of Media Richness
Rapid
High
Face-to-face dialogue *
Telephone conversation *
Personalization
Feedback
Videoconference *
* 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
13:32,Interpersonal
and structural design. Management Science,
1986,
554-571.
Communication
14
Spoken Vs Written
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Spoken provides:
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immediate feedback
great richness from nonverbal cues
fast
Written provides:
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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 nonverbal cues.
 Provides for instant feedback.
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Management by wandering around takes advantage of this
with informal talks to workers.
Video Conferences: provide much of this richness.
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Reduces travel costs and feedback times.
Verbal Communication electronically
transmitted: has next highest richness.
No nonverbal cues.
 Phone conversations
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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.
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Personal addressing helps ensure receiver reads it.
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Letters and e-mail are common forms.
Does not provide immediate feedback to sender but
can get feedback later.
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Excellent for complex messages needing follow-up.
Written Communication: lowest richness.
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Good for messages to multiple receivers. Little
feedback is expected.
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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.
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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.
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Importance of Social Networks
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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.
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No single network is universally effective.
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Adequate sharing of information is crucial.
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Trade-offs or opportunity costs must be
considered.
Informal networks often create barriers.
Chapter 13: Interpersonal
Communication
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Communication Networks in Groups &
Teams
Figure 15.3
Wheel Network
Circle Network
Chain Network
All Channel Network
Social Network Terms
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Relational Strength
Asymmetrical Relationships
Central versus Peripheral
Structural Holes
Density
Groups
Advantages and Limitations of
Information Technologies
Advantages
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Limitations
People can communicate
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with each other:
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More easily.
More quickly.
Less expensively.
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Interferes with
relationship building or
complex group problem
solving.
Breaks down work and
non-work boundaries.
Erodes delegation of
authority.
Possibility of wasted time
and effort.
 Lacks
Chapter 13: Interpersonal
Communication
confidentiality.
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