Communication is key to all. If you are able to communicate means you are able to convince.

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Effective Interpersonal
Communication

2. Communication
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Communication is the imparting,
conveying, or exchange of ideas,
knowledge, information, and the like by
means of mechanical or electronic speech,
writing, or signs.

3. Communication is:
“At its most basic,
communication is
about sending and
receiving messages.
The sender is
responsible for
ensuring the receiver
understands the
message correctly”.
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4. What is Communication?
Because we
communicate
constantly, we need
to communicate
effectively.
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We communicate
because:
– We want
something to
happen.
– We want to satisfy
a need.

5. Communication Process
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When a message needs to be sent, the sender
Encodes the message. Determines the
appropriate medium to convey the message.
The message travels through the medium. At the
receiving end, the receiver Decodes the
message.
Sending a message from source to receiver
constitutes one-way communication.
Adding the final stage, known as feedback,
creates two-way communication.
Feedback is a response to a person’s behavior
and it influences the manner in which that
behavior will continue or not.

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8. Medium - Importance
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The medium you choose to convey your message
is just as important as the content of the message
itself.
• Oral communication or spoken
communication tends to be the most preferred
form of communication for managers.
• Written communication is the most effective
method for sending precise or complex
information.
• Electronic communication is effective for
sending brief messages quickly to one or more
persons.

9. Media Selection
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• Information richness = information capacity
of data
• Theorists Daft and Lengel define information
richness as “the potential information carrying
capacity of data.”
• Media evaluation factors:
– Feedback
– Channel
– Type of communication
– Language source

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15. Barriers to Communication:
• Age/experience
• Status
• Noise
• Emotions
• Stereotyping
• Assumptions
• Language
• Culture
• Defensiveness
• Too much information
• Jargon
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16. Too much information
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• Presenting too much material.
• Presenting information that is overly complex.
• Presenting information too quickly.
• Presenting at a level of difficulty that goes
beyond the person’s understanding.
• Not giving the person sufficient time to process
the information.

17. Trust and Credibility
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• Lack of trust is a huge barrier to
effective communication.
• Lack of credibility prevents the listener
from fully receiving your message.

18. Time
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Poor communication often results from
lack of time.
• Rushing to communicate often leads to
errors, leaving out important details, or
saying things that you later regret.
• Today there is an increased expectation
of speedy response.

19. Filtering
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• Filtering can make objective decision making
difficult because:
– The true message is never accurately sent
or received.
• To resist filtering, present information based
on relevant facts.
• To prevent receiving filtered information, ask
probing questions.

20. Emotions
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• The factor that can hinder effective communication
is emotions or emotional states.
• Communicating emotionally can prevent you from
being objective about a situation.
• Consider the emotional state of both the sender
and receiver in all interactions with others.
• Leave or end a discussion if you or the other
person is reacting emotionally.

21. Message Congruency
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• The communication process is much more
than just the spoken word.
• 93% of communication is transmitted through
body language and through the tone of voice.
• 7% of communication comes through words.
• Do not send mixed signals!

22. Passive communication
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• Passive communication includes:
– Indirectness
– Avoiding conflict
– Being easily persuaded
– Being a people pleaser
– Hiding your true thoughts and feelings
• Is usually not recommended
• It seldom results in getting what you really
want

23. Aggressive communication
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• Aggressive communication includes:
–Exerting control over others
–Humiliating others
–Dominating
–Being pushy
–Always needing to be right
–Using absolute terms
–Blaming others
• Is often unclear because:
–It is emotionally charged, reactive, and
sometimes irrational.

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25. W
hat is
Effective
Com
m
unication
?
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26. Assertive communication
Assertive communication is
a form of communication in
which you speak up for your
rights and take into account
the rights and feelings of
others.
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27. Assertive Communication
Elements:
Fairness
Directness
Tact and sensitivity
Honesty
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28. Body Language
Over 93% of our
message is
interpreted through
our body language
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29. Active Listening
What makes a good
listener?
• body language
• eye contact
• using appropriate
gestures
• asking questions
• not interrupting
• parpahrasing
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30. Paraphrasing:
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Is checking for understanding by putting in
our own words what you understand the
other person to mean.
e.g. You’re feeling……
because………….

31. Examples of paraphrasing:
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• It sounds as if…….
• Am I correct in saying……
• So you think that…..
• In other words….
• It seems as if………

32. Questioning techniques:
Closed questions:
Do you have a degree?
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Open questions:
What do you like most
about your job?

33. Meta Questioning Techniques:
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Avoid the question “why”?
Instead, ask: Who?
What?
When?
Where?
How?

34. Assertive Communication:
Assertive
communication allows
you to raise your own
needs while respecting
the needs and rights of
others.
It avoids aggressive or
passive behaviour
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35. Developing Assertive Statement
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There are three parts to
developing an assertive
statement:
• Your perspective/perception
of the situation.
• Your feelings about the
situation.
• Your wants regarding the
situation.

36. Most appropriate
communication style
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• Assertive communication is usually the most
appropriate communication style.
• Assertive communication:
– Will provide you with the ability to pass on
information accurately and intelligently.
– Will help you to accomplish objectives while
still having respect for others and not making
them feel “put down.”

37. How to Communicate Assertively
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There are three parts to developing an assertive
statement:
• Your perspective/perception of the situation.
• Your feelings about the situation.
• Your wants regarding the situation.

38. Taking Responsibility
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Take responsibility and clarify assumptions:
• Specify the behavior on which the assumption is
based.
• If your assumption is based on your own
expectation of the listener’s behavior, state that
expectation specifically.
• If your assumption compares the listener’s
behavior with that of others, clarify that group
and specific comparisons.
• Elicit feedback about your assumptions.

39. “ I “ Message
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An “I” message consists of three parts:
• The specific behavior.
• The resulting feeling you experienced
because of the behavior.
• The tangible effect on you.

40. T H A N K Y O U
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