1. Learning Objectives for Interpersonal Communication
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 dialogue.
Chapter 13: Interpersonal Communication

2. Communication
The transfer of information from one person or group to another person or group through the use of a medium.
3 Part Process
Encoding
Transmission
Decoding

3. Sender
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

4. Message
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:
encoding and decoding of message
non-verbal cues

5. Receiver
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

6. Perception Giving meaning to messages Effected by:
Personal frame of reference
How one’s mind works
Mood
Effected by:
Jargon
Information Overload
Medium

7. Perception (cont)
Frame of reference - filter through which perceptions screened and limited
Projection - attributing to others one’s own thoughts, ideas, feelings, traits
Figure ground-
Figure - positive features in environment
Ground - background & competing stimuli

8. Perception Problems
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

9. Elements of Interpersonal Communication
Sender
Receiver
Transmitters
Channels
Receptors
Decoding
Encoding
Noise
Situational
Interpersonal
Cultural
Start
MEANING
MEANING
Encoding
Decoding
Receptors
Channels
Transmitters
Chapter 13: Interpersonal Communication

10. Cultural Hurdles in Interpersonal Communication
Body Language
Personal Space
Ethnocentrism
Chapter 13: Interpersonal Communication

11. Guidelines for Effective Active Listening
Have a purpose for listening.
Suspend judgment, at least initially.
Resist distractions and focus on the sender.
Pause before responding to the sender.
Rephrase the sender’s message.
Seek out important themes.
Use the differential between rates of speech and thought to reflect and search for meaning.
Chapter 13: Interpersonal Communication

12. 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

13. Channels The path that a message travels from sender to receiver
Different channels have different levels of media richness
the information carrying capacity of the channel
words, expressions, inflection, feelings

14. Examples of Media Richness
Rapid
High
Face-to-face dialogue *
Videoconference *
Telephone conversation *
* Voice mail *
Feedback
Personalization
* Informal letters/memos
* Organization’s own videos
* Formal written documents
* Formal numerical documents
Slow
Low
Single
Cues
Multiple
Language
Standard
Varied
Source: Adapted from Daft, R.L., and Lengel, R.H. Organizational information requirements, media richness,
and structural design. Management Science, 1986, 32,
Chapter 13: Interpersonal Communication

15. Spoken Vs Written Spoken provides: Written provides:
immediate feedback
great richness from nonverbal cues
fast
Written provides:
ability to say everything intended w/o interruption how they intend to say them
but...feedback is slower and not as rich

16. Communication Media Face-to-Face: highest information richness.
Can take advantage of body language and non-verbal cues.
Provides for instant feedback.
Management by wandering around takes advantage of this with informal talks to workers.
Video Conferences: provide much of this richness.
Reduces travel costs and feedback times.
Verbal Communication electronically transmitted: has next highest richness.
No nonverbal cues.
Phone conversations
Do have tone of voice, and quick feedback.

17. Communication Media
Personally Addressed Written Communication: lower richness than the verbal forms, but still is directed at a given person.
Personal addressing helps ensure receiver reads it.
Letters and are common forms.
Does not provide immediate feedback to sender but can get feedback later.
Excellent for complex messages needing follow-up.
Written Communication: lowest richness.
Good for messages to multiple receivers. Little feedback is expected.
Newsletters, reports are examples.

18. 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.
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.

19. Importance of Social Networks
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.
No single network is universally effective.
Adequate sharing of information is crucial.
Trade-offs or opportunity costs must be considered.
Informal networks often create barriers.
Chapter 13: Interpersonal Communication

20. Communication Networks in Groups & Teams
Wheel Network
Circle Network
Chain Network
All Channel Network
Figure 15.3

21. Social Network Terms Relational Strength Asymmetrical Relationships
Central versus Peripheral
Structural Holes
Density
Groups

23. Advantages and Limitations of Information Technologies
People can communicate with each other:
More easily.
More quickly.
Less expensively.
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 confidentiality.
Chapter 13: Interpersonal Communication