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AMITY BUSINESS SCHOOL

MBA
BEHAVIOURAL SCIENCES
DR TARANJEET DUGGAL

Objectives of the programs

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To encourage the participants to

understand communication, human
communication and interpersonal
communication.
To establish inter personal
communications the core of our existence

OBJECTIVES

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To define communication and

understand the communication process
in detail
To help personnel use communication
as a tool for improving interpersonal
relations.

COMMUNICATION

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Communication is the process of managing

message for the purpose of creating
meaning.
Communication can be said to be the
passing of information from one person to
another and understanding it.

Three Key elements of

communication process :
Message

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Managing
Meaning.

COMMUNICATION
MESSAGE

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Messages are the words sounds, actions and gestures that people
express to one another when they interact.

MANAGING
Managing refers to the handling or supervising of people or some
process or material.

MEANING
Meaning refers to the interpretation people assign to a message how
it is recognized or understood.

The Communication Process

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A TWO WAY PROCESS

Feedback

Source

Encoding

Message

Channel

Message

Decoding

Message

Receiver

Message

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FACTORS OF
COMMUNICATION
SENDER OR TRANSMITTER
PURPOSE
ENCODING
TRANSMISSION
DECODING
FEEDBACK

BEHAVIOURAL
COMMUNICATION

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A problem well stated is already half solved

COMMUNICATE

COMMUNICARE

COMMUNICATION AS PERSUASION
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Communication as persuasion involves
influencing others in order to achieve your own
goals.
Persuasion is the use of communication to
reinforce change or modify an audience
attitude, value, belief or actions.
Successful communication is measured by
your ability to persuade others and move them
in the direction you choose.

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7 Cs OF COMMUNICATION
Completeness
Conciseness
Considerateness
Concreteness
Clarity
Courtesy
Correctness

THE FOUR Ss
Shortness
Simplicity
Strength
Sincerity

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NON - VERBAL
COMMUNICATION

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Talking and listening with our eyes

Verbal
Bodily movements & gestures
55%
Voice, Tone etc.

7%

38%

COMPONENTS OF BODY
LANGUAGE
KINESICS

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Facial Expressions
Eye Contact
Gestures
Appearance
Head and Posture

PARALANGUAGE
Its components are:
Voice
Pitch Variation
Speaking Speed
Pause

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How to Improve verbal

communication

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Think and prepare before you speak.

Be brief and to the point.
Say the most important things first, to help
the person remember them.
Using positive words to challenge limiting
belief.
Asking the right questions.
cont..

How to Improve verbal

communication

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Always give the person the opportunity to

ask clarifying questions. If they dont
understand what you are asking, they
cant give you accurate information.
Reduce your usage of verbal pauses.
Avoid careless language.
Be explicit, Don't raise irrelevant points.

What is inter personal

communication

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Interpersonal communication is a special form of

human communication that occurs when we
interact simultaneously with another person and
mutually influence each other.
Simultaneous interaction means that the
communication partners are both acting upon
the same information at the same time.
Mutual influence means that both partners are
affected by the interaction

COMPARING KEY DEFINITIONS

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Term
Communication

Definition
The process of acting upon
information

The process of making sense

Human Communication
out of the world and sharing that
sense with others.
Interpersonal
Communication

The process of interacting

simultaneously and sharing
mutual influence with another
person.

Human Communication: A two way

process

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FEEDBACK

RX

TX

COMMUNICATION

Communication as sharing
meaning

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Two models of sharing communication are:

Interactive Model
Transactional Model
Interactive model: use communication as
sharing meaning and adds off feedback
loop that links the receiver to the source
Transactional model: maintains that people
are senders and receiver of messages
simultaneously.

PRINCIPLES OF INTERPERSONAL COMMUNICATION

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Implication

Interpersonal Communication You cannot communicate

Is Inescapable
Interpersonal Communication Once a message is sent, you
cannot take it back.
Is Irreversible
Interpersonal Communication You cannot completely
Is Complicated
understand others.
Interpersonal Communication Communication occurs in
Is Contextual
psychological, relational,
situational, environmental, and
cultural contexts.

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THREE GOALS FOR INTERPERSONAL

COMMUNICATION

Make sure your message is understood

Make sure your message has the effect you

intended.

Make sure your message is ethical.

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CHARACTERISTICS OF INTERPERSONAL
RELATIONSHIPS

Interpersonal relationships..
Range from impersonal to interpersonal
Emphasize content and emotions
May be complementary or symmetrical
Are governed by rules
Evolve in stages.
Range from self-oriented to other-oriented.

LISTENING AND HEARING

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LISTENING
Listening is a learned communication skill so it
employs much more than hearing.

HEARING
Hearing is an automatic process that involves
the psychological repetition of sound.

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LISTENING PROCESS
Levelling
Sharpening
Assimilation

WHAT IS LISTENING?

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Sensing
Interpreting
Evaluating
Remembering
Responding

MYTHS & REALITIES OF

COMMUNICATION
REALITIES

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MYTHS
We Communicate
Consciously And
Deliberately
We Communicate
Primarily Through
Words
Words We Speak
mean The Same To
Everyone

Communication Is A
One Sided Process
Message Sent &
Received Are Identical

We Communicate
UnConciously At All Times
Non-Verbally
We Communicate Most
Through Non Verbal, Signs,
Etc.
Meaning Of The Spoken
Words Lies More In The
Perception Of The Listener
It Is Essentially A Two Way
Process
Transmission and Reception
Of Message Can Never Be
Identical

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It really boils down to this; that

all life is interrelated. We are
caught in an inescapable
network of mutuality.
Martin Luther King Jr. 1967
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Defining Interpersonal
Communication

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So far weve seen that interpersonal

communication is a primary way to meet a
range of human needs. We now want to
clarify what interpersonal communication is
so that we have shared understanding of
what it includes and means.

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What distinguish interpersonal

communication?

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What
distinguishes
interpersonal
communication is the particular quality or
character, of interaction. This emphasizes
what happen between people, not where
they are or how many are present. For
starters, then, we can say that interpersonal
communication is a distinct type of
interaction between people.
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The Communication Continuum

Impersonal
Interpersonal

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It

You

Thou

These distinctions are captured in poetic

terms by philosopher Martin Buber (1970)
who distinguishes between three levels of
communication: I- It, I- You and I- Thou

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I-It Communication

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In an I-It relationship, we treat others very

impersonally, almost as objects.
In I-It communication we do not
acknowledge the humanity of other people;
we may not even affirm their existence.
Salespeople, severs in restaurants and
clerical staff often are treated not as
people but as instruments to take orders
and deliver what we want.
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I-you Communication

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I-You communication, which accounts for

the majority of our interactions. People
acknowledge one another as more than
objects.
They dont fully engage each other as
unique individuals. For example: suppose
you go shopping and sales clerk asks, May
I help you? Chances are you wont have a
deep conversation with the clerk, but might
treat him or her as more than it.
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I-You relationship may also be more

personal than interactions with sales
clerks. For instance, we talk with others in
our classes and on our sports teams in
ways that are somewhat personal.
In the workplace the majority our
relationships are I-You.
We interact with peers, superiors and
subordinates within our job roles.
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I-Thou Communication

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The rarest kind of relationship involves I-Thou

Communication. Buber regarded this is as the
highest form of human dialogue because each
person affirms the other as cherished and unique.
When we interact on an I-Thou level, we meet
other in their wholeness and individuality.
Instead of dealing with them as occupants of
social roles, we see them as unique human
beings whom we know and accept in their totality.

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Also, in I-Thou communication we dont

mask ourselves: instead, we open
ourselves fully, trusting others to accept us
as we are with virtues and vices, hopes
and fears, strengths and weaknesses.
Buber believed that only in I-Thou
relationship do we become fully human,
which for him meant we discard the guise
we use most of the time and allow
ourselves to be completely genuine in
interaction.
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In I-Thou relationships, however, we

engage in being through which we reveal
who we really are and how we really feel.
For Buber, only I-Thou communication is
fully interpersonal because only in I-Thou
encounters do we met each other as
whole existential people.

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Models of Interpersonal
Communication

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To gain that, well examine three models of

interpersonal communication to see how
thinking
about
interpersonal
communication has progressed over the
years.
Models are attempts to represent what
something is and how it works.
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1. Linear Model

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In 1948 Harold Laswell developed an

initial model of communication.
According
to
Laswells
model,
communication is a linear, or one-way,
process in which one person acts on
another person.
Laswell didnt use a visual diagram to
represent his view of communication.
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Instead, he provided a verbal model that

consisted of five questions describing a
sequence of acts that make up
communication:
-Who?
-Says What?
-In What Channel?
-To Whom?
-With What Effect?
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Linear Model of Communication

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Fig1.3 Shannon & Weavers Model

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Although early models, such as those by

Laswell and Shannon and Weaver are
useful starting points in thinking about
what interpersonal communication is and
how it works. These linear models have
three serious shortcomings.
Firstly, they portray communication as
flowing in the only one direction from
sender to receiver.
This suggests that listeners only listen;
they never send messages.

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Also, it suggests that speakers only speak:

they never listen or receive messages from
listeners.
The second weakness of linear models is
that listeners passively absorb senders
messages and dont respond.
The third deficiency of listen model is that
they represent communication as a
sequential set of actions in which
step(listening)
follows
an
earlier
step(talking.)

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Interactive Model of
Communication

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3. Transactional Model

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To overcome the weakness of interactive

models, we need a model that emphasizes the
dynamism of interpersonal communication and
the multiple roles assume during the process.
An accurate model would include the factor of
time and would depict other aspects of
communication- such as messages, noise and
fields of experience- as varying over time
rather than as constant.

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Transactional Model of
Communication

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Definition of Interpersonal
Communication

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Interpersonal
communication
is
a
selective, systematic, unique and ongoing
process of interaction between people
who reflect and build personal knowledge
of one another and create shared
meanings.

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Well discuss key terms in this definition soName
that
we
have a common understanding of interpersonal
communication.
-Selective
-Systematic
-Unique
-Ongoing process
-Interaction
-Individuals
-Personal Knowledge
-Meanings

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Principles of Interpersonal
Communication

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The definition of interpersonal

communication and our discussion of
reasons we communicate suggest eight
basic principles. Understanding these will
help you communicate more effectively in a
variety of contexts.

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We cannot not communicate

Communication is irreversible
Interpersonal communication involves ethical choices
Meanings are constructed in interpersonal communication
Meta communication affects meanings
Interpersonal communication develops and sustains
relationships
Interpersonal communication is not a panacea
Interpersonal communication effectiveness can be learned

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Guidelines for Interpersonal

Communication Competence

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Five skills are closely tied to competence in

interpersonal communication:
Develop a range of skills
Adapt communication appropriately
Engage in dual perspective
Monitor your communication
Commit to effective and ethical
interpersonal communication
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INTERPERSONAL COMMUNICATION
STYLES

Assertiveness
Non-assertiveness
Aggressiveness

 Assertiveness

is standing up for oneself ones

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rights in such a way that the other persons
right

are not violated.

Non-assertiveness is to fail to stand up for oneself
and ones rights effectively and also is an
expression of powerlessness.
Aggression is a form of negative personal power.
It is concerned with standing up for oneself and
ones rights in such a way that the rights of others
are violated.

SEE-SAW OF BEHAVIOURS
SELF
AGGRESIVE

ASSERTIVE

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OTHERS

Inflate ones ego

Fuel others
High handedness

Empower Self

Empower
Others

NON-ASSERTIVE Incapacitate
Self

Put down
Others

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Interpersonal
Relationship Is Affected
By Interpersonal
Communication

What is Interpersonal
Relationship (IR)?

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Definition
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Interpersonal relations determine the way a person behaves with others

It is the integration of people into work situations that motivates them to

work together productively and cooperatively for providing economic,
psychological and social satisfaction

Interpersonal relations evolve over a series of transactions and

instances between two or more individuals.

Concept

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The concept of interpersonal relations comes

from understanding others feelings and
attitude, thereby developing more respect for
people and accepting them as individuals

Concept

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Interpersonal Skill, Relationship Management

Skill, Behavioural Skill are just different names
for an ability to deal with people in a warm,
positive and result oriented manner

Goals Of Interpersonal
Relations

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To gain better understanding of ones self

To broaden and sharpen sensitivity to the
feelings of others

To develop respect for others and

create a conducive environment

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Interpersonal Relationships

affiliations

social associations

between two or more people

connections

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DIMENSIONS OF INTERPERSONAL
RELATIONSHIPS

TRUST

The degree to which we are comfortable disclosing personal

information about ourselves to another.

INTIMACY

The degree to which individuals depend upon each other for

acceptance and confirmation of their self-image.

POWER

The ability to influence another person in a desired direction.

Self Efficacy

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Self Efficacy is I can belief .

Self Efficacy is defined as peoples beliefs
about their capabilities to produce
designated levels of performance that
exercise influence over events.
A strong sense of efficacy enhances human
accomplishment and personal well-being.
Success builds a robust belief in ones
personal efficacy.

Why self-efficacy is important?

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Self-efficacy beliefs influence peoples
thought patterns, emotions and actions
(influence human behavior) (Koul & Rubba,
1999).
Self-efficacy beliefs provide the foundation
for human motivation, well-being, and
personal accomplishment (Pajares, 2002).

Personal Efficacy ( I Can Belief)

and Role Efficacy

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Personal Efficacy is a generalised notion

while self efficacy is a subset and refers to
specific skill sets and competencies.
Role Efficacy is how confident a person
feels in approaching a role.

Effects of Efficacy

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Influences the choices people make

Course of action people pursue
Determines how much effort people expend
Influences the amount of stress and anxiety
individuals experience.
The level of accomplishment they realise.

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Strong efficacy beliefs create feeling

of certainty in approaching difficult
tasks.
Weak self efficacy fosters stress ,
depression, and a narrow vision of
how best to solve a problem.

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Identify the area of high and

low efficacy in your work
(Professional ) situation

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SELF DISCLSOURE
: A KEY TO
INTIMATE (Complete
Acceptance )

RELATIONSHIPS

Self Disclosure : A Dance

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As per Paul Insel Self Disclosure has

been described as a Dance
Must be reciprocated at a mutually
regulated pace.

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Information about Self

Self
Description

Self Disclosure

Low
Risk
Quality ( such as
age,
favourite
food)

(ones fears , traumas

etc.)

High Risk Quality

SELF DISCLOSURE AND RECIPROCITY

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Reciprocity
disclosure.

is

the

strongest

norm

of

Through reciprocal disclosure , one can

confirm other persons self concept and
also have ones self concept confirmed.
Through reciprocity, we gain information
and reduce uncertainty about the other
person.

Self Disclosure : A fuel of

Intimate Relationships

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According to Derelega, it plays a major

role in intimate relationships.
Intimate Relationship implies
unconditional positive regard.

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Jourard, founding father of

self disclosure theory and
research :

Primary
goal
is
maintenance of ones
mental health.

Goals of self disclosure

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To gain knowledge about the other person

as well as about oneself.
Sense of support and confirmation of self
worth.
Acceptance of ones true self.
People become free, open and trusting of
others.

Benefits of Self Disclosure

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Increased accuracy in communication

People need to report both Facts and
feelings.
Reduction of stress
Relationships built on less than honesty
are built on sand,
Excellent method of repairing a damaged
relationship.

Risks of disclosure

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High degree of vulnerability.

True self may be rejected.
Too much or too little disclosure
can damage a relationship
(process of disclosure is confusing
and difficult )

How much Disclosure is

appropriate ?

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UnderDiscloser :
Wants to remain
in control
Complete
Concealment

OverDiscloser :
Wants someone
to take charge of
ones own life.
Complete Openness

Golden Rule : Seek a Balance

Two Models of Self Awareness

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Social Penetration Model ( Irwin Altman

and Dalmas Taylor )
Johari Window ( Joseph Luft and Harry
Ingham )

SOCIAL PENETRATION MODELS

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Your Self with all its various dimensions. The pies represent
the breadth of your self , and the rings represent the depth.

SOCIAL PENETRATION MODELS

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An intimate relationship. Disclosure is complete. The inner

most circle is an individuals sense of self or the real self . It is
disclosed in an intimate relationship.

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JOHARI WINDOW (Joseph Luft and Harry Ingham)

Not
Known
to Other

Known
to Other

Known to self

Not known to self

OPEN

BLIND

HIDDEN

UNKNOWN

HOW DISCLOSURE HELPS .

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SELF DISCLOSURE
Awareness of self and
Awareness of others

Higher Self
Acceptance
LAYS THE FOUNDATION FOR HONEST RELATIONSHIPS

Inter Personal Relationship

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A state of Relatedness or
Connectedness
between
people
( especially an
emotional connection )

Inter Personal Relationship

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helps to .
To gain better understanding of ones
self.
To broaden and sharpen ones
sensitivity to the feelings of others.
To create a conducive working
environment.

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RELATIONAL

M
UN

CO
M

IN

TE
R

PE
R

SO
NA
IC
AT
L
IO
N

DEVELOPMENT

Stages of interpersonalName of Institution

Relationships

Relationships go through distinct stages.

Interpersonal communication is used to
move a relationship forward.
Often a change in the relationship is
marked by Turning points.
(Specific events that signify or signal a
change in the stage of the relationship)
Turning points often trigger a discussion
among the partners about the nature of
relationship.

Model of relationship development

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(Escalation)
Stage

Features

PreInteraction
Awareness
(silent
Examination)

-Passive Strategy
Acquiring knowledge about
others

Initiation
stage
Exploration

- Presenting a public self to

the other person.
-Information shared is
relatively more indepth.

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Intensificatio Beginning of dependence

n stage
on other for selfconfirmation.
Partners seek
Intimacy
stage
confirmation and
acceptance of ones selfconcept

Relational De-escalation

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Turmoil/
Stagnation
Deintensificati
on stage

Mutual Acceptance declines

Decrease the dependence
on the other for selfconfirmation.

Relational De-escalation

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Individualiz Get to terms with reality

ation Stage
Separation Intentional decision to
Stage
eliminate further interaction.

Relational De-escalation

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PostInteraction

Efforts may be needed to

rejuvenate ones sense of
self.

Escalating Relationship

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As relationship escalates
We become more trusting
Disclosure increase
Relationship becomes
Intimate ( Complete Acceptance )

Maintaining Relationships

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-As per researcher Steve Duck, the best

tool to sustain a relationship is TALK.
- Able to verify and
CONNECTEDNESS.

confirm

their

Relational De-escalation

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- Reduction in intimacy.
- Reduction in self-disclosure.
- Relationship may descend through
various stages before reaching
termination.
- Termination is not inherently bad.

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The primary goal of self disclosure is to

build strong and healthy interpersonal
relations.

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It is one of the most

beautiful compensations
of life that no man can
sincerely try to help
another without helping
himself first