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KENYA SCHOOL OF GOVERNMENT

SENIOR MANAGEMENT COURSE

Overview of
Interpersonal
communication
 SMC: Overview of Interpersonal communication

Session Overview
• Defining interpersonal communication
• Perspectives on interpersonal
communication
• Role of interpersonal communication
• Functions and Principles of interpersonal
communication
• Managing Workplace Relationships
• The Johari Window
• Managing Conflict in the Workplace
• Key Considerations in Workplace
interpersonal Communication
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 SMC: Overview of Interpersonal communication

Defining Interpersonal Communication (1)

• Process of sending and receiving
information between two or more people who
are interdependent on one another and have
shared experiences.
• Based on the principle that no one is self-
sufficient. Personal and organisational
success depends on support, cooperation
and goodwill of others.
• Can be face to face interaction, telephone,
email, letters or meetings, etc.

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 SMC: Overview of Interpersonal communication

Defining Interpersonal Communication (2)

Interpersonal communication in the
workplace involves the following:
1. Communicating with a variety of people:
Responding in an appropriate manner to
individual communication styles is key to
good leadership and good employee
relations.
2. The relationship of the organisational
communication system to the individual
communication methods.
3. Resolving conflicts in the workplace.

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 SMC: Overview of Interpersonal communication

Perspectives of Interpersonal Communication

Viewed from two perspectives:

1. Contextual – Few interactant in close

proximity, and their relationship is not taken
into consideration.

2. Developmental – Takes into consideration

the different relationships of the
interactants who have known each other
for some time.

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 SMC: Overview of Interpersonal communication

Role of Interpersonal Communication

• Forum to share concerns, information,

knowledge and ideas
• Messages convey motivation towards
taking action or accepting new ideas
• Leads to common understanding;
building trust; creating group feeling
• Accomplishment of goals

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 SMC: Overview of Interpersonal communication

Effects of Good Interpersonal

Communication
• Positive group relations and
influences
• Use of appropriate language
• Giving, receiving and seeking
information
• Establishes smooth & good working
relationship
• Active listening

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 SMC: Overview of Interpersonal communication

Interpersonal Skills in Interpersonal

Communication
• Dedication/commitment
• Sensitivity of others
• Continual effort
• Flexibility
• Building relationships
• Fostering open communication
• Managing conflict

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 SMC: Overview of Interpersonal communication

Functions of Interpersonal Communication

• Express and receive interpersonal
needs
• Gain knowledge and understanding
about an individual
• Understand what someone says in a
given context
• Establish an identity

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 SMC: Overview of Interpersonal communication

Principles of Interpersonal Communication

• V
•
•
•

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 SMC: Overview of Interpersonal communication

Principles of Interpersonal Communication

• V
•
•
•

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 SMC: Overview of Interpersonal communication

Principles of Interpersonal Communication

• It is a v
•
•
•

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 SMC: Overview of Interpersonal communication

Managing Workplace Relationships

• Productivity of any organisation
depends on the ability its employees,
clients and other stakeholders to be
able to communicate well.

• Whether it is by writing or listening, the

sending of messages, the interpretation
of those messages, the response or
feedback to those messages is
important.

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 SMC: Overview of Interpersonal communication

Roles, Relationships, and Communication

in the Workplace
• All workplace relationships are governed
by the roles that the participants in the
relationships expect each other to play.

• Roles and relationships determine how

people communicate in the workplace or
even personal life.

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 SMC: Overview of Interpersonal communication

Understanding Workplace Relationships (1)

1. Art of small talk
- Basis of establishing workplace
relationships.
- Begins with social talk about
unimportant information

2. The Grapevine
- Reveals information about the work
place
- Reveals information about others
(*May infringe on privacy)

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 SMC: Overview of Interpersonal communication

Understanding Workplace Relationships (2)

3. Important talk
- Revealing private information
- Establishes good working relationships
- Helps in self reflection of one’s thoughts,
feelings, etc

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 SMC: Overview of Interpersonal communication

The Johari Window (1)

• The process of self-disclosure is best
illustrated by the Johari Window or
Model.

• The Johari Window is a communication

model that can be used to improve
understanding between individuals.

• It was developed by Joseph Luft and

Harry Ingham (the word “Johari” comes
from Joseph Luft and Harry Ingham).
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 SMC: Overview of Interpersonal communication

The Johari Window (2)

Key issues behind the Johari window are:

• Individuals can build trust between

themselves by disclosing information abou
themselves.

• They can learn about themselves and come

to terms with personal issues with the help
of feedback from others.
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 SMC: Overview of Interpersonal communication

The Johari Window (3)

• Using the Johari model, each person is
represented by their own four-quadrant,
pane, or window.

• Each of these contains and represents

personal information e.g. feelings,
motivation, about the person.

• Also shows whether the information is

known or not known by themselves or other
people.

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 SMC: Overview of Interpersonal communication

The Johari Window (4)

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 SMC: Overview of Interpersonal communication

The Johari Window (5)

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 SMC: Overview of Interpersonal communication

The Johari Window (4)

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 SMC: Overview of Interpersonal communication

Key Aspects of the Johari Window

• In most cases, the aim in groups should be
to develop the Open Area for every
person.
• Working in this area with others usually
allows for enhanced individual and team
effectiveness and productivity.
• The Open Area is the ‘space’ where good
communications and cooperation occur,
free from confusion, conflict and
misunderstanding.

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 SMC: Overview of Interpersonal communication

Strategies for Improving Workplace

Interpersonal Communication)
1. Give and receive criticism positively
2. Identify the barriers to communication
3. Learn the culture and communication
climate
4. Learn to interpret nonverbal
communication
5. Learn to manage conflict
6. Learn to deal with different personalities
7. Give and receive criticism positively
8. Write effective office correspondence
9. Use both formal and informal
communication
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 SMC: Overview of Interpersonal communication

Managing Conflict in the Workplace (1)

• Conflict has been defined as "an expressed
struggle between at least two
interdependent parties who perceive
incompatible goals, scarce resources, and
interference from the other party in
achieving their goals.”

• It forms part of every interpersonal

relationship. Managing conflict, then, is
important if the relationship is to be
long-lasting and rewarding.

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 SMC: Overview of Interpersonal communication

Managing Conflict in the Workplace (2)

Effective management of conflict
avoids a defensive organisational
climate characterised by the following
qualities:
1. Judging and criticising the
other party
2. Imposing the will of one party over
the other
3. Using hidden agendas

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 SMC: Overview of Interpersonal communication

Managing Conflict in the Workplace (3)

3. Demonstrating indifference and lack
of commitment
4. Expressing dominance
5. Being rigid in one’s willingness to
listen to others.

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 SMC: Overview of Interpersonal communication

Managing Conflict in the Workplace (4)

Effective management of conflict fosters
a supportive organisational climate
characterised by the following qualities:

1. Understanding another person’s

thoughts
2. Asking for opinions
3. Expressing a willingness to listen to the
ideas of others.

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 SMC: Overview of Interpersonal communication

Managing Conflict in the Workplace (5)

Conflict in the workplace can be successfully
managed if the following are taken into
account:
1. Can be constructive
2. Requires a supportive Climate
3. Requires that one is careful with what
(s)he says
4. Requires involvement not withdrawal
5. Requires constant review of what is
discussed during the process of resolving
the conflict

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 SMC: Overview of Interpersonal communication

Managing Conflict in the Workplace (6)

Challenges in managing conflict in
the workplace:

1. Parties or person involved avoid the

conflict

2. Individuals involved in the conflict may

blame the other party or individual

3. Adopting a win-lose mentality

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 SMC: Overview of Interpersonal communication

Key Considerations in Workplace

Interpersonal Communication
1. Use of technology affects the social
interaction between colleagues. Hence,
the need to come up with modalities of
improving workplace relationships
through the use of technology.

2. For individuals that are visually or hearing

impaired, interpersonal communication in
the workplace should also be enhanced.

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 SMC: Overview of Interpersonal communication

Conclusion
• With so many ways to communicate,
leaders/managers need to focus on the
purpose of their interaction in the
workplace.
• To improve and succeed in your workplace
relationships, it is important to understand
the importance of people skills and how
they affect your job.
• In addition, determine your interpersonal
strengths and weaknesses, analyse
your own interpersonal behaviour, and
how you work with people.
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SMC: Overview of Interpersonal communication

Thank You!

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