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 Nonverbal

Self-behavior 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
 Followingare 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
 Itis 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 inform on job
 To solve problem
 To counsel an employee
 To evaluate an employee performance
 To gather information
 Essential Features of an
Interview
1. Purpose
2. Preparation
3. Arrangement
4. Two parties
5. 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

 SelfAssessment- skills, interests, values , accomplishments

 Updating one’s 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’s
Responsibilities
 Intervieweeshould 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
 Interviewee’s 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
 Interviewee’s Responsibilities
 Procedures during the job interview
 Give 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
 Interviewee’s Responsibilities
 Follow-up after the job interview
 If 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

 Interviewer’s
Responsibilities
 Interviewer’s Responsibilities
 Read each applicant’s 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 everybody’s business.
Types of technological tools
 Telephone & voice  Software

mail  Internet
 Mobile/ cellular  Video
phones conferencing
 Facsimile  Web
machines conferencing
 Desktop  Instant
 Laptop messaging
 Personal Digital  Email

Assistants All rights reserved

 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
 Firstidentify 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 clichés 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 Start with a greetings
o Establish a rapport
o Listen carefully
o 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 face-
to-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 face-
to-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