Interpersonal Communication and Counseling

Presented by Namrata Tripathi

3/4/2013

Outlines
Introduction Definition of communication,

Interpersonal communication
Elements of communication Types of communications Communication process Characteristics of effective communication Knowledge and skills needed for effective interpersonal communication

People dont get along because they fear each other. People fear each other because they dont know each other. They dont know each other because they have not properly communicated with each other.
Martin Luther King Jr.

What is Communication?
Communication can be defined as the process by which people share ideas, experience, knowledge and feelings through the transmission of symbolic messages. The means of communication are usually spoken or written words, pictures or symbols. But we also give information through body language, gestures, and looks, facial expressions can show how we feel and what we think about an issue or another person.

THE NATURE OF COMMUNICATION

1-Senders and Receivers 2-Transmitters and Receptor 3-Messages and Channels 4-Decoding, Meaning, and Encoding 5-Feedback

What are the most common ways we communicate?

Written Word

Types of Communication
Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication: Among colleagues, peers at same level for information level for information sharing for coordination, to save time.

HIERARCHY LEVEL
Executive Director
Manager

Vice President A.G.M. Manager Supervisor

Supervisor 1

Supervisor 2

Supervisor 3

Horizontal Comm.
Forman

 Downward communication occurs when a manager or supervisor sends a message to one or more subordinates. Upward communication occurs when messages flow from subordinates to managers or from supervisors to executives. Horizontal communication occurs between people at the same level, or between people at corresponding levels in different divisions.

Information Flow in Business Organizations

Information Flow in Business Organizations

(a)
CEO

Division Manager Departmen t Head Departmen t Head Departmen t Head

Division Manager Departmen t Head Departmen t Head

Division Manager Departmen t Head Departmen t Head Departmen t Head

Departmen t Head

(a) Tall Organization structure

(b)

CEO

Manag er

Manag er

Manag er

Manag er

Manag er

Manag er

Manag er

Manag er

Manag er

Manag er

Manag er

(b) Flat Organization structure

Five Levels of Communication

Intrapersonal Communication is communication that occurs in your own mind. It is self-talk which are the inner speech or mental conversations that we carry on with ourselves. It is the basis of your feelings, biases, prejudices, and beliefs.
Examples are when you make any kind of decision what to eat or wear. When you think about something what you want to do on the weekend or when you think about another person. You can also communicate with yourself when you dream at night.

Five Levels of Communication

Interpersonal communication is the communication between two people but can involve more in informal conversations. Through this kind of communication we maintain relationships.
Examples are when you are talking to your friends. A teacher and student discussing an assignment. A patient and a doctor discussing a treatment. A manager and a potential employee during an interview. Any one on one or informal communication.

Five Levels of Communication

Small Group communication is communication within formal or informal groups or teams. It is group interaction that results in decision making, problem solving and discussion within an organization.
Examples would be a group planning a surprise birthday party for someone. A team working together on a project

Five Levels of Communication

One-to-group communication involves a speaker who seeks to inform, persuade or motivate an audience.
Examples are a teacher and a class of students. A preacher and a congregation. A speaker and an assembly of people in the auditorium.

Five Levels of Communication

Mass communication is the electronic or print transmission of messages to the general public. Outlets called mass media include things like radio, television, film, and printed materials designed to reach large audiences.
A television commercial. A magazine article. Hearing a song on the radio. Books, Newspapers, Billboards. The key is that you are reaching a large amount of people without it being face to face. Feedback is generally delayed with mass communication.

Communication Key Elements

Message Source (sender) Channel Receiver Filter Feedback

The Communication Process

Medium

Barrier SENDER (encodes) RECEIVER (decodes)

Barrier

Feedback/Response

Characteristics of effective communications

Effective communication requires the message to be: Clear and concise Accurate Relevant to the needs of the receiver Timely Meaningful Applicable to the situation

Basic Model Of Communication

Characteristics of effective communications

Effective communication requires the sender to: Know the subject well Be interested in the subject Know the audience members and establish a rapport with them Speak at the level of the receiver Choose an appropriate communication channel

Characteristics of effective communications

The channel should be: Appropriate Affordable Appealing

Characteristics of effective communications

The receiver should:
Be aware, interested, and willing to accept the message Listen attentively Understand the value of the message Provide feedback

Characteristics of effective communicator

An effective verbal communicator: Clarifies Listens Encourages empathically Acknowledges Restates/repeats An effective nonverbal communicator: Relaxes Opens up Leans toward the other person Establishes eye contact Shows appropriate facial expressions

Barriers to communication
Language Values and beliefs Sex/gender and age Economic status Educational level Physical barriers Attitude Timing Understanding of message Trust

Summary
Communication is the art of inducing and influencing others to interpret an idea in the manner intended by the speaker. Communication is a complex process as it involves encoding, decoding and feedback from the receiver. Communication is carried out at different levels in organizations.

Questions

Lecture 2

Lecture Plan
Role of Communication in Organizations
Communication Network

Channels of Communication
Achieving Effective Communication

Principles of Communication for Negotiation

Role of Communication in Organizations

Facilitates planning
Brings co-ordination

Helps in decision making

Facilitates Management Rapport with employees

Communication Network

Channels of Communication

Formal

are legitimate and often indicated by an organization chart that displays who answers to whom. Formal networks indicate a unity of command. Formal communication networks contain more of the written, predictable, and routine communications
Vice-President, Auxiliary Services Vice-President, Research and Development Maintenance Production development

networks

CEO

Vice-President, Manufacturing Engineering

Vice-President, Sales Marketing

Vice-President, Services Technical Assistance

Personal computers

CRX 1000 PC

Individual customers

Supplies

Product refinement

XT computers

CRX 2000 XT

Business applications

AT Computers

CRX 3000 AT

Informal Networks

Informal networks are unofficial channels through which information passes in an organization. Informal networks are faster, richer, and often more accurate, and communication is more likely to be face-to-face.

Span Of Control
The smaller the span of control, the more communication access each employee will have to the supervisor.

Grapevines
Conrad (1990); Because using formal communication networks takes so much time and effort, people may have choose to not communicate at all if they have no formal channels available. Even gossip and rumors usually provide accurate information. Such networks are called

grapevines.

Merits of Grapevine
1. Promotes Socialization 2. Know the Latest Information 3. Faster than normal communication 4. More free expressions

Demerits of Grapevine
1. Incomplete information 2. Distorted information 3. Is not always active

4. Not good for confidential information

5. Quick results and decisions

Achieving Effective Communication

A two way channel Mutual Trust Clarity of Message Timely Message Consistency of Message Good Relations

Feedback
Empathetic Listening Flexibility

Principles of Communication for Negotiation

Speed

Clarity of Message
Creation of Impression Creation of Response or Feedback Accuracy Economy

Secrecy
Two way traffic

QUESTIONING For clarifying communications, and eliminating noise and distortion .

IMPROVING COMMUNICATION EFFECTIVENESS IN NEGOTIATION

ACTIVE

LISTENING / REFLECTING

ROLE REVERSAL Understand the others position by actively arguing his position to his satisfaction.