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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

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

10. 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

11. What Barriers Do? Inaction Misinterpretation Bad Work Relationships
 Neil Kokemuller,

12. 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

13. 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

14. 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

15. 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