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.

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 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
 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
 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
 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
 Perception
 Giving meaning to messages
 Personal frame of reference
 How one’s mind works
 Mood
 Effected by:
 Jargon
 Information Overload
 Medium
 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
 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
 Elements of Interpersonal
Communication
Sender Receiver
Transmitters Channels Receptors

Decoding
Encoding

Noise
Situational
Start MEANING Interpersonal MEANING

Cultural

Encoding
Decoding

Receptors Channels Transmitters

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 Cultural Hurdles in Interpersonal
Communication

 Body Language

 Personal Space

 Ethnocentrism
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 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.
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 Types of Nonverbal Cues

TYPE OF CUE EXPLANATION AND EXAMPLES

Body motion Gestures, facial expressions, eye behavior, etc.

Personal physical Body shape, posture, body or breath odors,

characteristics hair color, skin color, etc.

Paralanguage Voice qualities, speech habits, laughing, etc.

Use of space Ways people use and perceive space.

Physical Building and room design, furnishings, etc.

environment

Time Use of time, cultural differences in time perceptions.

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 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
 Examples of Media Richness
Rapid High
Face-to-face dialogue *
Videoconference *
Telephone conversation *
Personalization

* Voice mail
Feedback

* E-mail
* Informal letters/memos
* Organization’s own videos
* Formal written documents
Slow Low * Formal numerical documents

Single Cues Multiple

Standard Language Varied

Source: Adapted from Daft, R.L., and Lengel, R.H. Organizational information requirements, media richness,
and structural design. Management Science, 1986, 32, 554-571.
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 Spoken Vs Written
 Spoken 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
 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.
 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 e-mail 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.
 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.
 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.

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 Communication Networks in Groups &
Teams
Figure 15.3

Wheel Network
Chain Network

All Channel Network

Circle Network
 Social Network Terms
 Relational Strength
 Asymmetrical Relationships
 Central versus Peripheral
 Structural Holes
 Density
 Groups
 Advantages and Limitations of
Information Technologies
Advantages Limitations
 People can communicate  Interferes with relationship
with each other: building or complex group
 More easily.
problem solving.

 More quickly.
 Breaks down work and non-
 Less expensively.
work boundaries.
 Erodes delegation of
authority.
 Possibility of wasted time
and effort.
 Lacks confidentiality.

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