Interpersonal Communication Communication and Customer relationship-I Kamal Nayan Pradhan Shailaja Upadhyaya 12/31/2018 Interpersonal Communication

Forethought No matter what we do, we do it with people. People create technology. People implement the technology. People make it all happen. People ultimately use whatever it is we create. No matter how small your organization or how technical its process, it takes people to be successful. Harry E. Chambers Author, The Bad Attitude Survival Guide NASC 2017

Facts and inferences Diva, buyer with XYZ company, was scheduled for a10 o’ clock meeting in Singh’s office to discuss the terms of a large order. On the way to that office, the buyer slipped on a freshly waxed floor and as a result received a badly bruised leg. By the time Singh was notified of the accident, Diva was on the way to the hospital for X-ray. Singh called the hospital but no one there seemed to know anything about Diva. It is possible that Singh called the wrong hospital. NASC 2017

Facts and Inferences contd.. 1. Mr. Diva is a buyer. 2.Diva was supposed to meet with Singh. 3. Diva was scheduled for a 10 “0”clock meeting. 4.The accident occurred at the XYZ company. 5. Diva was taken to the hospital for X-ray. 6.No-one of the hospital which Singh called knew anything about Diva. 7. Singh had called the wrong hospital. NASC 2017

Confirm your understanding! Learning Points! Listening is the key.! Take notes if necessary. Acknowledge that you are listening. हजुर , ए ए ..,मैले बुझे ,ओह्हो .. Hmm,you are right,I get you… Confirm your understanding! NASC 2017

Importance of communication in organization To achieve coordinated results. To make decisions and take actions. Sharing information is basic to making decisions and implementing actions To achieve better interpersonal relations To motivate and develop staff. Interpersonal Communication 12/31/2018

Principles of interpersonal communication It is inescapable: We can’t not communicate. The very attempt not to communicate communicates something. Through not only words, but through tone of voice and through gesture, posture, facial expression etc., we constantly communicate to those around us. Through these channels, we constantly receive communication from others. Interpersonal Communication 12/31/2018

Principles…….. It is irreversible: One can’t really take back something once it has been said. The effect must inevitably remain It is complicated: No form of communication is simple. Because of number of variable involved, even simple requests are extremely complex. Interpersonal Communication 12/31/2018

Principles………. It is contextual: Psychological context, Relational context, Situational context Environmental context Cultural context Interpersonal Communication 12/31/2018

Understanding Barriers Communication involves three levels: Anything that obstructs exchange of information and ideas at any of these levels is a Barrier to Communication. Physical Level Intelligence and Mental Level Emotional Level Physical Levels: Through sense organs Intelligence and Mental Level: Through understanding and perception Emotional Level: Through Acceptance

What Barriers Do? Inaction Misinterpretation Bad Work Relationships http://smallbusiness.chron.com/can-communication-barriers-affect-organizations-14389.html  Neil Kokemuller,

Individual and Psychological Barriers Individual Barriers Culture Gender Differences Psychological Barriers Attitudes and Opinions Preoccupied Thoughts and Stereotypes Differences in Perception and Viewpoints Premature Evaluation Lack of Attention Carelessness Distrust

Improving interpersonal communication Oral Communicating Behaviour Patterns Seeking information Giving information Testing understanding Disagreeing Shutting out Defending/ Attacking Blocking of difficulty stating Bringing in Interpersonal Communication 12/31/2018

Improving………….. Listening skills Some major listening problems: Comparing oneself with the communicator Mind reading of the speaker Rehearsing what to say Day dreaming Filtering the message Proving oneself right Interpersonal Communication 12/31/2018

Improving…….. listening skills Paraphrasing: what the speaker has said to confirm understanding Looking for central ideas in the message Clarifying and asking questions until the message is clear. Concentrating on the message, not on the speaker Being aware of listening blocks and avoiding them. Interpersonal Communication 12/31/2018