Chapter Two Introduction to Interpersonal Communication McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.

2-2 Learning Objectives LO2.1 Describe the interpersonal communication process and barrier to effective communication. LO2.2 Explain how emotional hijacking can hinder effective interpersonal communication. LO2.3 Describe the basic domains of emotional intelligence and related communication competencies.

2-3 Learning Objectives (cont.) LO2.4 Explain the trade-offs associated with richness, control, an constraints when choosing a communication channel. LO2.5 Describe how forms of communication, level of formality, and communicator styles influence workplace communication. LO2.6 Explain the role of civility in effective interpersonal communication and the common types of incivility in the workplace.

2-4 Understanding the Interpersonal Communication Process  Interpersonal communication process,  the process of sending and receiving verbal and nonverbal messages between two or more people.  involves the exchange of simultaneous and mutual messages to share and negotiate meaning between those involved

2-5 The Interpersonal Communication Process Figure 2.1

2-6 Barriers to Shared Meaning  Filter of lifetime experiences  an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences

2-7 Developing Emotional Intelligence  Emotional intelligence  involves understanding emotions, managing emotions to serve goals, empathizing with others, and effectively handling relationships with others.

2-8 Developing Emotional Intelligence  Emotional hijacking  a situation in which emotions control our behavior causing us to react without thinking Figure 2.3

2-9 Domains of Emotional Intelligence  Self-management  the ability to use awareness of your emotions to stay flexible and to direct your behavior positively  involves responding productively and creatively to feelings of self-doubt, worry, frustration, disappointment, and nervousness.

2-10 Strategically Selecting Channels for Communication  Communication channel  The medium through which a message is transmitted  s, phone conversations, and face-to-face dialogue

2-11 Change in the Use of Communication Channels During the Past Two Years Figure 2.4

2-12 Strategically Selecting Channels for Communication  Richness  involves the level of immediacy and number of cues available.  Immediacy  relates to how quickly someone is able to respond and give feedback.

2-13 Strategically Selecting Channels for Communication  Resources  deal with the financial, space, time, and other investments necessary to employ particular channels of communication.

2-14 Factors Impacting the Formality of Business Communication Figure 2.5

2-15 Communicator Styles Table 2.7