Bdko1103 Basic Interpersonal Communication 9

FACULTY OF BUSINESS AND MANAGEMENT
SEPTEMBER SEMESTER 2022

BDKO1103
BASIC INTERPERSONAL COMMUNICATION
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Contents
1.0 Introduction................................................................................................................................3
1.1 Face to Face Communication.......................................................................................................3
1.2 Communication Involving Both Sender and Receiver..................................................................4
1.3 Distances between Both Communicators....................................................................................4
1.4 Verbal and Non-Verbal................................................................................................................4
2.0 The Interpersonal Communication Elements between Customers and Frontline Staff in an
Organization.....................................................................................................................................7
2.1 People..........................................................................................................................................7
2.2 Message.......................................................................................................................................8
2.3 Channels......................................................................................................................................8
2.4 Context........................................................................................................................................9
2.5 Noise..........................................................................................................................................10
2.6 Feedback....................................................................................................................................10
3.0 The Possible Causes of Interpersonal Conflict between Customers and Frontline Staff............12
3.1 Poor communication.................................................................................................................12
3.2 Role Incompatibility...................................................................................................................13
3.3 Personal differences..................................................................................................................13
3.4 Environmental Stress.................................................................................................................14
3.5 Informational deficiencies.........................................................................................................14
4.0 Recommendation on the Strategies to Resolve Interpersonal Conflict.....................................15
4.1 Listen reflectively.......................................................................................................................15
4.2 Talk assertively to others...........................................................................................................15
4.3 Generate possible solutions that aim for win-win outcomes....................................................16
4.4 Focus on Issues, Not Personalities.............................................................................................16
5.0 Summary..................................................................................................................................18
6.0 Reference.................................................................................................................................19
Part 2 Online Class Participation.....................................................................................................20

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3
1.0 Introduction
Interpersonal communication is an exchange of information between two or more people. It is
part of our social interaction that form interpersonal relationship. Interpersonal
communication is formed when one person interacts with another person, regardless of what
their intention is. During interpersonal communication, there is message sending and message
receiving. This can be conducted using both direct and indirect methods. Successful
interpersonal communication is when the message senders and the message receivers
understand the message Since it is person-to-person contact, it includes everyday exchange
that may be formal or informal and can take place anywhere by means of words, sounds,
facial expression, gestures and postures. This is an ideal and effective communication
situation because both of parties can get immediate feedback.
Another view of interpersonal communication is a goals approach that is, interpersonal

communication includes communication used to define or achieve personal goals through
interaction with others (e.g., Canary, Cody, & Manusov, 2003). , it is possible to influence
the other person and persuade him or her to accept point of view. Since there is proximity
between sender and receiver, interpersonal communication has emotional appeal too. it can
motivate, encourage, and coordinate work more effectively than any other form of
communication.

Interpersonal communication consists of meaning derived from personal observations and

experiences. The process of translating thoughts into verbal and non-verbal messages
increases the communicator's self-concept. In fact, effective interpersonal communication
helps both participants strengthen relationships through the sharing of meaning and emotions.
There are 4 basic elements that make up the whole interpersonal communication process.
There are the Face-to-Face Communication, Communication Involving Both Sender and
Receiver Involve in the Communication, Distance between Both Communicators and Verbal
4
and Non-verbal Information Conveyance. Each of these basic elements is essential towards
the forming of Interpersonal Communication.
2.0 The Interpersonal Communication Elements between Customers and

Frontline Staff in an Organization.
There are some universal components present in all communication exchanges that
collectively assist to characterise the communication process. In addition to defining
communication, scholars use models to show how the process operates.
Thus, we can better understand the entire process and some of its components by using the
interpersonal communication model. There are six common elements of interpersonal
communication that researchers have identified in order to break down interpersonal
communication into a number of elements. Modelling the interpersonal communication
process helps us to visualise and assess the connections and functions of each part of the
entire communication process.

5
3.0 The Possible Causes of Interpersonal Conflict between Customers and
Frontline Staff
According to, William and Joyce Hocker,” conflict in communication is an expressed
strategy between at least two independent parties who perceive in incompatible goal, scarce
resources and interference from other in achieving their goal. Interpersonal conflict in the
workplace is a point of stress, which may be encountered at all stages in a persons' career. It
may be particularly difficult to handle in a person' 20's and 30's, although midlife re-
assessment and job-change may be spurred on by tensions at work. These problems, as well
as health issues related to stress, are reasons for constructive conflict resolution to be an
important aspect of a working adult’s educational experience. (Weitzman, Weitzman 2006).
There are many possible causes of interpersonal conflict in our workplace

6
4.0 Recommendation on the Strategies to Resolve Interpersonal Conflict
It is true that conflict is a natural part of human relationship and communication. When the
time come it will arise, and no single relationship can be safe from this. If you are currently
experiencing conflict with another person, there are a variety of methods to resolve conflict in
ways that benefit everyone. According to Richard Bolstad, trainer and author of
"Transforming Communication," more than 90 percent of the people who sign up for his
classes do so in order to resolve conflict. Listening to people, being assertive and problem-
solving with others help to smooth over disputes and foster more satisfying personal
relationships long term.
4.1 Listen reflectively

Reflective listening helps to open up dialogue, improve rapport between people and hasten
the resolving of conflict. When you use reflective listening, you can still have a conversation
and allow the other person to feel heard and respected, while not necessarily having to agree
with everything that they say or believe. To listen reflectively to someone, simply paraphrase
what someone tells you. Searching for the deeper meaning of what the person has told you
and feeding it back to them is very helpful. For example, John says, "You're not listening."
And you reply, "So you want to feel more heard."

7
5.0 Summary
As a conclusion, in order to attain a clear interpersonal communication both party have to
take into consideration every element will affect them. The elements are people, message,
channels, context, noise and feedback. All these elements have to give attention to avoid any
conflict in the interpersonal communication between two people.

8
6.0 Reference
Canary, Cody, & Manusov (2003). Interpersonal communication in everyday encounters

(2nd ed.). Belmont, CA: Wadsworth.
Miller (1978). Definition of Interpersonal Communication In Workplace. New York: Praeger.
Peters (1974). Conflict mediation across cultures. Louisville, KY: Westminster/John Knox
Press
Richard Bolstad (2019). The Accident at Three Mile Island and the Shuttle Challenger
Disaster.” In Textual Dynamics of the Professions: Historical and Contemporary
Studies of Writing in Professional Communities, edited by Charles Bazerman and
James Paradis, 279–305. Madison, WI: University of Wisconsin Press, 1990.
Weitzman, Weitzman (2006). Conflict management in Nigerian university libraries. Library

Management, Vol. 27, No. 8, pp. 520-530.

9
Part 2 Online Class Participation

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FACULTY OF BUSINESS AND MANAGEMENT

SEPTEMBER SEMESTER 2022

👀 Students, get a RM 20 💰 discount on your first assignment at OneStopAssignment! Plus, use

Referral Code: MartinL for an extra 10% off. | 🔗 OneStopAssignment.com |

👀 Students, get a RM 20 💰 discount on your first assignment at OneStopAssignment! Plus, use

Referral Code: MartinL for an extra 10% off. | 🔗 OneStopAssignment.com |

Another view of interpersonal communication is a goals approach that is, interpersonal

👀 Students, get a RM 20 💰 discount on your first assignment at OneStopAssignment! Plus, use

Referral Code: MartinL for an extra 10% off. | 🔗 OneStopAssignment.com |

Interpersonal communication consists of meaning derived from personal observations and

2.0 The Interpersonal Communication Elements between Customers and

👀 Students, get a RM 20 💰 discount on your first assignment at OneStopAssignment! Plus, use

Referral Code: MartinL for an extra 10% off. | 🔗 OneStopAssignment.com |

👀 Students, get a RM 20 💰 discount on your first assignment at OneStopAssignment! Plus, use

Referral Code: MartinL for an extra 10% off. | 🔗 OneStopAssignment.com |

4.1 Listen reflectively

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👀 Students, get a RM 20 💰 discount on your first assignment at OneStopAssignment! Plus, use

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Canary, Cody, & Manusov (2003). Interpersonal communication in everyday encounters

Miller (1978). Definition of Interpersonal Communication In Workplace. New York: Praeger.

Weitzman, Weitzman (2006). Conflict management in Nigerian university libraries. Library

👀 Students, get a RM 20 💰 discount on your first assignment at OneStopAssignment! Plus, use

Referral Code: MartinL for an extra 10% off. | 🔗 OneStopAssignment.com |

👀 Students, get a RM 20 💰 discount on your first assignment at OneStopAssignment! Plus, use

Referral Code: MartinL for an extra 10% off. | 🔗 OneStopAssignment.com |

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