Strategies for Successful

Interpersonal Communication

Chapter Objectives
To learn to be an effective
communicator in interpersonal
communication
To understand various
interpersonal communication
situations such as interviewing,
telephoning and dictating

Dyadic communication
So far the discussion was on more
formal aspects of business
communication
The objective of this session is to
talk about more informal
interaction between people.

Dyadic communication
It is called interpersonal
communication.
Interpersonal communication is
primarily face-to-face
communication between two or
more people with the opportunity
for immediate feedback.

Dyadic communication
Interpersonal communication done
on 1:1 basis is called dyadic
communication.
Dyad is defined as two persons
seeking to exchange information.
It is pertinent to learn more about
self-perception and dyadic
communication relationship.

Dyadic communication

Self-Perceptions
Self-perception

is the image we
construct, objectively or subjectively,
about ourselves as to who we are.
We also build our own perception
about others based on certain visible
observable characteristics.
It is virtually impossible to arrive at
conclusions based solely on visible,
nonverbal characteristics.

Dyadic communication

Self-Perceptions
We

often are incorrect in our

perception of others, and we may even
have a distorted view of ourselves.
A cyclical action may occur, as shown
in the Fig. 16. 1 produced on the next
slide.

Dyadic communication
Self-Perception Cycle
Self-perception

Oral responses

Self-behavior

Nonverbal
responses

Perception
By others

Figure 16.1: The cyclical nature of self-perception

Dyadic communication

Self-Perceptions
Misjudging

a person can lead to

serious misunderstanding.
In nutshell, both the self-perception
and perception about others
significantly influence the
transactions in communication.

Dyadic communication

Dyadic Communication
Relationships
Face-to-face

communication is the
most frequent dyadic communication
occurring in the business context.
It can be classified in two ways:
By

Functional Relationships, and

By Type of Relationships

Dyadic communication

Dyadic Communication
Relationships
By

Functional Relationships

Dyadic

communication carried out for a

specific purpose involves functional
relationship.
For example, a purposeful meeting may
involve two people for a common purpose,
a telephonic talk could be for clarification
of some issues, etc.

Dyadic communication

Dyadic Communication
Relationships
Following

are Functionally related

interactions:
Interviewing for a position (Qualifications of a
candidates is evaluated)
Instructional Interview
Grade Review
Job Termination
One common aim: to achieve something, to assist,
to guide, to explain or to review.

Dyadic communication

Dyadic Communication
Relationships
By

Type of Relationships

It

is viewing dyadic communication from

the perspective of level of relationships
between the persons involved.
The relationships between the persons
could be seen on a continuum of intimate
to non-intimate.

Dyadic communication
Interpersonal Relationship Continuum

INTIMATE

Family
Friends
Acquaintances
NONINTIMATE
Figure 16.4: Interpersonal relationships continuum

Dyadic communication

Dyadic Communication
Relationships
By

Type of Relationships

The

words exchanged between persons in

an intimate relationship are clearly at a
different level of exposure and intimacy
than the other relationship categories.
Most of the interpersonal communication
at work are at the friends and
acquaintances levels.

Dyadic communication

Dyadic Communication
Relationships
By

Type of Relationships

Therefore,

the kinds of communication in

a monthly meeting within the department
and in a business meeting with the
vendors may have different level of
formalness.

Interviews

interviewing
An interview is the most
important and intense dyadic
communication.
Every interpersonal
communication is purposeful, so
as an interview.

interviewing

Purposes of an Interview
To
To
To
To
To

inform on job
solve problem
counsel an employee
evaluate an employee performance
gather information

Essential Features of an
Interview
1.
2.
3.
4.
5.

Purpose
Preparation
Arrangement
Two parties
Openness

Structure of an interview
1.

Opening- Introduction, creating an

atmosphere of ease, openness & honesty

2.

Main body- exchange information

3.

Closing-

exchanging

feeling

of

gratitude, thankfulness. Closing on a

positive note.

Preparation
Self

Assessment- skills, interests, values , accomplishments

Updating ones resume
Research on the targeted company/organization and position
Practice of typical and targeted interview questions
Dressing for interview

Success factors
Thorough

preparation
Dressing sense and Appearance
Body Language
Answer questions confidently
Be prepared to ask the interviewer a few questions towards the end of the
interview

Types of interviews
Formal

Interviews
Informal Interviews
Information Gathering Interview
Performance Appraisal Interview
Placement Interview
Counseling interview
Stress Interview
Panel Interview
Exit interview

 Interviewee

Interviewees
Responsibilities

should be aware about

his/her role in an interview and
must be aware about the following:
Preparation

before the job interview

Procedures during the job interview
Follow-up after the job interview

interviewing

Interviewees Responsibilities
Preparation

before the job interview

Understand

yourself- a rational self

assessment of your strengths & weakness is a

must

Know

details about the position-know

how your skills relate to the open position

Collect

details about the company-

analyze the firm completely

Rehearse

possible questions
Speak with the insiders alumni or
somebody known in the company.

interviewing

Interviewees Responsibilities
Procedures
Give

during the job interview

positive first impression, show a

pleasant smile.
State your understanding of the interview.
Organize your answers.
Listen. Avoid confrontation.
Ask thoughtful questions- about the
company, about the position

interviewing

Interviewees Responsibilities
Follow-up
If

after the job interview

there were specific actions to be

accomplished, do so promptly.
If you are to provide additional
information, collect them quickly and
provide to the interviewers.
Send a thank-you note within a day or
so of the completion of an interview.

Computer Interviews

Suggestions for Computer Interview

Try out the equipment beforehand
Avoid excessive movements
Use an audio visual check before
beginning
Dress as if the interview were live
Try to relax

Non-verbal aspects

Eye contact : vital, maintain sincere, continuous ,eye contact

Facial expression : cultivate appropriate expression, smile, eliminate negative
characteristics
Posture: sit tall, lean forward slightly, reveal confidence
Gestures: avoid explicit gestures, use meaningful ones
Space: give respect to personal space and boundaries

All rights reserved

Interviewers
Responsibilities

Interviewers Responsibilities
Read

each applicants resume prior

to interview.
Focus on core information desired.
Plan your questions. Keep some
initial question for warm up and for
making the candidates at ease.
Omit personal biases

Managing information within

organizations

The rapidly advancing technology has

compelled business managers to get
acquainted with the information
technology.
Changes brought about by the
personal computers and laptops,
information technology has become
now everybodys business.

Types of technological tools

Telephone

& voice

mail
Mobile

/ cellular
phones

Facsimile

machines
Desktop
Laptop
Personal

Software
Internet
Video

conferencing
Web

conferencing
Instant

messaging

Email
Digital
All rights reserved
Assistants
Groupware

Identify the appropriate

use of technology

Be very careful & judicious in the choice of media,

which will depend on various factors like:

Urgency of the message

Time availability

Expenditure involved

Know your audience: Intellectual & emotional

level of the receivers

Whether a permanent record of the message is

required

Understand the nature of message: ordinary/

confidential / strictly confidential

telephoning

Telephoning is basic to business

communication and is used extensively
even in international communication.
A communicator must keep following in
mind:
Points

to consider in international
telephoning
Preparation prior to phone call
Guidelines for receiving a Message

telephoning

Points to consider in international

telephoning
Be

aware of the time zones.

Speak more clearly. Over-articulate in
place of mumbling.
Restate and summarize more often.
Follow up the conversation with a letter
or a fax providing the summary of the
talk you had over phone.

telephoning

Preparation prior to phone call

First

identify yourself
Know your specific purpose. Seek an
objective answer to the question: Why do
you want to call?
Know the person you are calling.
Give thought to your opening statement.
Take notes. Have before you pertinent
papers related to topic you are
conversing.

telephoning

Guidelines for receiving a Message

Be patient.

Stop all the other activities

Listen. Interruptions may break the train of thought.

Restate. Be sure you understand and your partner

agrees.

Do not subject the caller to undesirable long holds

End politely. Suggest that you will be happy to supply

a summary of conversation to the intended person.

Effective use of telephone

Speak politely, confident & in a positive and

friendly tone

Have a notepad, appointment diary, pen etc near

& at hand

Avoid clichs like yup, yeah etc

Do not shout into the telephone. Do not speak

low

Do not waste time in idle personal talk

Factors to be considered

Cost
Time
Strategies to be adopted
Voice articulation

Advantages of telephoning

Accessibility
Saves time
Immediate feedback
Effectiveness

disadvantages of
telephoning

Depend entirely on voice as they cannot

see each other

Telephone caller may catch up a person

when he is in bad mood or is busy & cannot
properly attend

Does not provide permanent record for

legal purposes

Strategies for telephonic

messages

Sender-oriented Strategies

1.Planning:

Identify purpose of call

Steps: Present facts, Show Keenness, Explain why it
cannot be done, Seek advice
Be honest & sincere
Timing should be right

2. Delivering:
o
o
o
o

Start with a greetings

Establish a rapport
Listen carefully
Close on a cordial note

Strategies for telephonic

messages

Receiver-oriented Strategies

Ask for a purpose

Listen Attentively
Paraphrase crux of the message

Etiquettes of telephonic
conversation

Prepare before calling- why (your

purpose) & what (exact content)
How to begin or receive a call
Common telephone courtesies
Telephone precaution
Non verbal cues: pleasant tone, sweet
voice, proper & clear articulation of
words

Comparison between faceto-face & Telephonic talk

Similarities

Sender needs to prepare well in advance

Needs & expectations of the receiver need to be well

researched on

Organization of points should be logical

Clarity & Courtesy should be strictly followed

Voice articulation & tone should be pleasing & convincing

Message should be paraphrased

Comparison between faceto-face & Telephonic talk

Dissimilarities

No direct eye contact in telephonic talk

Communication is very brief in telephonic talk

Only ne idea at a time can be discussed in

telephonic talk

Message should be repeated in telephonic talk