INTERPERSONAL

COMMUNICATION
What is Communication....
Communication is defined as the process of transmitting &
receiving messages.
EFFECTIVE COMMUNICATION

• Every platform for communication involves a large number of experiences,

actions and emotions

• Communication is said to be effective when the receiver understand the

same meaning that the sender intends to convey
• In other words, excellent or effective communication is the ability to
transmit a message by the sender so that the message is fully understood
by the receiver.
5C’s OF EFFECTIVE COMMUNICATION

• Completeness
• Conciseness
• Clarity
• Courtesy
• Correctness
COMMUNICATION ISSUES

• Written Communication
• Verbal and Non Verbal
Communication
• The Grapevine
• Electronic Media
BARRIERS OF COMMUNICATION
• The noise barrier
• The feedback problem
• The problem of media selection
• Mental barriers
• The problems of language and articulation
• Physical barriers
• Personal barriers
• Cultural barriers
• Interpersonal barriers
• Information overload
• Passive listening
 WHAT IS INTERPERSONAL COMMUNICATIONS
• Interpersonal skills is all about working
with other people
• In a business setting, the term generally
refers to an employee’s ability to getalong
with others while performing his job
• Interpersonal skills are actually
characteristics traits like manners,
courtesy, habits, behaviour and
appearance which helps us to communicate
and maintain relationship with others
LIST OF INTERPERSONAL
COMMUNICATION
• Verbal communication
• Non-Verbal Communication
• Listening
• Questioning
• Manners
• Problem solving
• Assertiveness
 HEALTHY INTERPERSONAL UNHEALTHY INTERPERSONAL
RELATIONSHIP SERVE USEFUL RELATIONSHIP MAY
FUNCTIONS: INCLUDE:

• Promoting effective coordination • Low morale and lack of

motivation
• Facilitating teamwork and
collaboration • Unwillingness to put in extra
effort
• Motivating individuals to put in
extra work • Decreased loyalty
• Creating a supportive working • Increase absenteeism
climate • High turnover
characterized by loyalty and
trust • Poor productivity
INTERPERSONAL
Communication

NETWORKING TEAM WORK

LEADERSHIP
NETWORKING
• Self confidence
• Network Building
• Effective communication
• Mentoring
• Decision making
• Delegation
• Mentoring
• Motivating others
• Group Work
• Decision making
• Delegation
•
TEAM WORK Collaboration
LEADERSHIP
 BARRIERS TO INTERPERSONAL
COMMUNICATION
• Ego
• Personal attitude
• Stress
• Position
• Distance
• Culture
• Technology
Communication is more than just verbal…

• Nonverbal communication
– Words account for only 7% of emotional
impact of a message
– Voice tones- 38%

– Facial Expressions- 55%

– High context vs. Low Context Cultures

Categories of Non-Verbal Messages
• Environment

• Interpersonal Distance

• Posture

• Gestures

• Facial Expressions

• Voice Quality

• Personal Appearance
Skills and Best Practices: Advice
to Improve Nonverbal
Communication Skills
Positive Nonverbal Actions Include:

• Maintain eye contact.

• Nod your head to convey that you are listening or that
you agree.
• Smile and show interest.
• Lean forward to show the speaker you are interested.
• Use a tone of voice that matches your message
 Advice to Improve Nonverbal
Communication
Skills (cont)
Negative Nonverbal Actions Include:

• Avoiding eye contact and looking away from the

speaker.
• Closing your eyes or tensing your facial
muscles.
• Excessive yawning.
• Using body language that conveys indecisiveness or
lack of confidence (e.g., slumped shoulders, head down,
flat tones, inaudible voice)
• Speaking too fast or too slow.
 Listening Styles

Results-style: Interested in the

bottom line or result of a
message.

Reasons-style: Interested in
hearing the rationale behind a
message.

Process-style: Likes to discuss

issues in detail.
 Behaviour skill
Important 12 Professional Behaviour
1. Honesty:
Always act openly. Never share confidential,
privileged or client information unnecessarily,
and don’t tolerate or justify dishonest
conduct by others. Report any conflicts of
interest immediately.
2. Respect:
Maintain a respectful attitude to others at all
times, even during stressful times. Don’t
lash out at colleagues or disrespect anyone
(senior or otherwise). Always use appropriate
language (verbally and in writing) and don’t
swear. Apologise for errors or
misunderstandings, and keep your personal
opinions of others private.
3. Meetings:
Arrive on time and be prepared by reviewing
the agenda or meeting notes in advance.
Make contributions to discussions where
appropriate, and don’t take over when
someone else is trying to talk. Respect the
meeting convenor or chair, follow the
appropriate format, and ask considerate
questions.
4. Communication:
Speak clearly and in language others can
easily understand, act courteously and use
good manners when engaging with others.
Follow any company guidelines regarding
content, read information provided before
asking questions, listen to others when they
are talking or explaining, and don’t engage in
office gossip. Be careful of language and
tone in written communications, and don’t
copy in others unnecessarily when emailing
(but don’t intentionally exclude others
5. Time Management:
Don’t be late to work, instead arrive a few
minutes early to settle, get your coffee and
greet co-workers. Follow lunch and break
schedules by leaving and returning on time.
At the beginning of every day, review your
schedule so you know what time you have to
be where, and what workload you have on
that day.
6. Integrity:
Act ethically and do the ‘right’ thing at all
times, always report suspicious people in the
office, misconduct, or other violations of
company policy. Remain impartial keeping
any personal bias and intolerances out of the
workplace.
7. Safety:
Understand the company safety policy and
report any maintenance or other hazards
immediately.
8. Corporate Goals:
Have an understanding of your company’s
missions, goals and objectives and the role
that you play in achieving those.
9. Dress:
Dress in clean, appropriate clothing. Follow
any dress code standards or guidelines and if
there aren’t any, avoid clothing that is
revealing, provocative, or includes offensive
language or pictures.
10. Accountability:
Take responsibility for your work and actions,
do what needs to be done, and don’t leave
it for others. Be honest if things go wrong,
or you don’t finish something on time, then
work out an effective resolution to move
forward. Seek help early if you need it.
11. Teamwork:
You often need to work with people that you
may not necessarily like. Set aside
differences to work well with others since
teamwork sometimes even outweighs
performance – with people who work well
with others often advancing based on that
aspect.
12. Commitment:
Dedication and a positive action to your role
and the organization can carry you a long
way. Plus, dedication from employees is
often contagious with others being inspired
to go the extra effort themselves.
Essentially, being professional is about giving
your best at all times. Think about how your
behavior will be perceived by others and
make sure to understand and follow company
codes of conduct where they exist.