Interpersonal
Communication
The Communication Process
1. Source (the sender) 2. Message
3. Channel (medium) 4. Receiver
5. Feedback 6. Environment 7. Noise
(Distractions can have pervasive influence on
all components of communication process.)
Communication and
Information Technology
• E-Mail (Written messages have replaced many
telephone and in-person interchanges.)
• Company blogs or Web logs (Sends information
with soft, human touch.)
• Presentation technology (Eye contact and
human touch still needed.)
• Telecommuting and the distributed workforce
(Many positives and negatives.)
Impact of Computer-Mediated
Communication on Behavior
• Communication more widespread and
immediate, and can be fast-paced
• Limited human touch a problem
• Invites Web surfing and useless e-mails
• Repetitive motion disorder widespread
• Too many wired managerial workers
• Multitasking has benefits but can lead to
rudeness and low productivity
Nonverbal
Communication
1. Environment (setting
of message)
2. Body placement
3. Posture
4. Hand gestures
5. Facial expression
and movement
6. Voice tone
7. Clothing, dress, and
appearance (How you
look and act sends a
message.)
8. Mirroring
9. Touching (Be careful
here.)
Informal Communication
Channels
• Grapevine is major informal channel.
• Rumors thrive when communication is
vague.
• Chance encounters with managers work
well as communication vehicle.
• Management by walking around enhances
open communication.
Grapevine
• Grapevine Characteristics
– Informal, not controlled by management.
– Perceived by most employees as being more believable and
reliable than formal communications.
– Largely used to serve the self-interests of those who use it.
– Results from:
• Desire for information about important situations
• Ambiguous conditions
• Conditions that cause anxiety
Barriers to Interpersonal
Communication
1. Semantics (Meanings
to words vary.)
2. Filtering of negative
information (Why upset
the boss?)
3. Lack of credibility of
sender
4. Mixed signals (Which
message is true?)
5. Different frames of
reference
6. Value judgments (Don’t
jump too soon.)
7. Information overload (The
brain has limits.)
8. Poor communication
skills
Barriers to Effective
Communication
Filtering
A sender’s manipulation of information so that it will
be seen more favorably by the receiver.
Selective Perception
People selectively interpret what they see on the
basis of their interests, background, experience, and
attitudes.
Information Overload
A condition in which information inflow exceeds an
individual’s processing capacity.
Barriers to Effective Communication
(cont’d)
Emotions
How a receiver feels at the time a message is received
will influence how the message is interpreted.
Language
Words have different meanings to different people.
Communication Apprehension
Undue tension and anxiety about oral
communication, written communication, or both.
Overcoming Communication Barriers
via Sending Messages
1. Clarify ideas first.
2. Motivate the receiver.
3. Discuss differences
in frames of
reference.
4. Foster informal
communication.
5. Communicate
feelings
behind facts.
6. Be aware of nonverbal
communication.
7. Obtain feedback.
8. Adapt to other’s
communication style.
9. Engage in metacommunications.
Overcoming Cross-Cultural
Communication Barriers
• Show respect for all workers.
• Easy language, slow and clear talk.
• Be alert to differences in customs and
behavior.
• Watch for differences in nonverbal
communication.
• Overlook style, accent, grammar, personal
appearance.
Overcoming Cross-Cultural
Communication Barriers, cont.
• Listen for understanding, not agreement.
• Be attentive to individual differences in
appearance. (Do not confuse people
because they belong to same race or
ethnic group.)