Interpersonal

Communication
1. Source (the sender) 2. Message
3. Channel (medium) 4. Receiver
5. Feedback 6. Environment 7. Noise
(Distractions can have pervasive influence on
all components of communication process.)
 E-Mail (Written messages have replaced
many telephone and in-person
interchanges.)
 Company blogs or Web logs (Sends

information with soft, human touch.)

 Presentation technology (Eye contact and

human touch still needed.)

 Telecommuting and the distributed

workforce (Many positives and negatives.)

 Communication more widespread and
immediate, and can be fast-paced
 Limited human touch a problem
 Invites Web surfing and useless e-mails
 Repetitive motion disorder widespread
 Too many wired managerial workers
 Multitasking has benefits but can lead to
rudeness and low productivity
1. Environment 6. Voice tone
(setting of 7. Clothing, dress,
message) and appearance
2. Body placement (How you look and
3. Posture act sends a
4. Hand gestures message.)
5. Facial expression 8. Mirroring
and movement 9. Touching (Be
careful here.)
 Grapevine is major informal channel.
 Rumors thrive when communication is vague.
 Chance encounters with managers work well

as communication vehicle.
 Management by walking around enhances

open communication.
 Grapevine Characteristics
◦ Informal, not controlled by management.
◦ Perceived by most employees as being more believable
and reliable than formal communications.
◦ Largely used to serve the self-interests of those who use
it.
◦ Results from:
 Desire for information about important situations
 Ambiguous conditions
 Conditions that cause anxiety
1. Semantics (Meanings 5. Different frames of
to words vary.) reference
2. Filtering of negative 6. Value judgments
information (Why upset (Don’t jump too soon.)
the boss?) 7. Information overload
(The brain has limits.)
3. Lack of credibility of
sender 8. Poor communication
skills
4. Mixed signals (Which
message is true?)
Filtering
A sender’s manipulation of information so that it will
be seen more favorably by the receiver.

Selective Perception
People selectively interpret what they see on the
basis of their interests, background, experience, and
attitudes.

Information Overload
A condition in which information inflow exceeds an
individual’s processing capacity.
Emotions
How a receiver feels at the time a message is received
will influence how the message is interpreted.

Language
Words have different meanings to different people.

Communication Apprehension
Undue tension and anxiety about oral
communication, written communication, or both.
1. Clarify ideas first. 6. Be aware of nonverbal
2. Motivate the communication.
receiver. 7. Obtain feedback.
3. Discuss differences 8. Adapt to other’s
in frames of communication style.
reference. 9. Engage in meta-
4. Foster informal communications.
communication.
5. Communicate
feelings
behind facts.
 Show respect for all workers.
 Easy language, slow and clear talk.
 Be alert to differences in customs and
behavior.
 Watch for differences in nonverbal
communication.
 Overlook style, accent, grammar, personal
appearance.
 Listen for understanding, not agreement.
 Be attentive to individual differences in

appearance. (Do not confuse people because

they belong to same race or ethnic group.)