Final 1-Interpersonal Communication

7/30/2019 Final 1-Interpersonal Communication

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Prepared By: Group 6

Sagar Gupta (166)

Puneet Agrawal (167)

Jayantika Narang (168)

Vishal Jagwani (169)

Rohit Gupta (170)


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It is the process by which people exchange information,feelings, and meanings through verbal and non-

verbal messages.

It is an immediate communication, mostly face to face.

Its not just about what is actually said, but also how it issaid and the non-verbal messages sent through tone of

voice, facial expressions, gestures and body language.

It evokes a strong feedback component.


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I-Interpersonal Communication is inescapable

You cant not communicate.

Even if you are not saying anything, your gestures, posture,

facial expressions etc. communicate your feelings.

Through these channels one constantly communicates with

and receives communication from others.

People judge you by your behavior, not by your intent.


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II-Interpersonal Communication is irreversible

Once said, you cant take it back.

Always carefully weigh your words before saying anything.


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III-Interpersonal Communication is complicated

No communication is simple because of so many variablesinvolved.

There are at least 6 people involved in a communication.

Different people perceive the same message differently.


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IV-Interpersonal Communication is contextual i.e., it doesnthappen in isolation

Psychological context, which is who you are and what youbring to the interaction.

Relational context, which concerns your reactions to the other

person - the "mix.

Situational context, deals with the psycho-social "where" you

are communicating.

Environmental context, deals with the physical "where" you

are communicating. Cultural context, the learned behaviors/rules affecting

interaction in different cultural setups.


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ENHANCED FORMAL TELEPHONIC SKILLS


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Ideally each call made/received should be answered with astandard greeting. For example:

Good morning, LBSIM,Rohit Gupta, speaking

This will ensure that the caller knows he is through to thecorrect department, and that he has the name of the personhe is speaking to.

Alternatively, this will brief the listener about the caller andhis place of calling. Further he might get an idea of purposeof the call if he is contacted frequently by the caller.


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Tone of voice

COLD CALLER- hostile, hates job, wants to be anywhere

but here.

FLAT & INDIFFERENT RECIEVER- bored, lack of interestin job, not interested in caller or conversation.

ENTHUSIASTIC CALLER- interested in the conversation,likes job, has something to offer.

CARING RECIEVER- interested in caller, wants to help.


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Precise word content - Keep jargon to a minimum in orderto avoid confusing customers.

Use of technical words could intimidate the caller/ recieverwho may have a lower level of expertise in a particular area.

Speak at a rate that can be understood in the apt way. A slower rate of speech may indicate confusion or fatigue

A faster rate of speech might indicate anger or impatience


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Pay attention

Assess the caller level of expertise.Its very valuable to know ifthey are novices or experts.

Echo important points

Get complete information Use a pad

Record date and time


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Identify the Department and yourself immediately.

Transfer calls only when you have to try to resolve the callers problem yourself whenever possible. If you must transfer

the call ensure you explain why!

Answer the Call promptly (within three rings)

Spell names accurately Dont be afraid to ask how names are spelt - people will be flattered .

What does the caller want? a return call? The caller will call back?

Take responsibility - follow through


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What callers like! Answering the phone

promptly

Friendliness & Courtesy

Responsiveness Personalized treatment

What Receivers like! Apt timings of the call.

Crisp and simple Purposeof the call.

Complete Information Follow-up


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AN IMPORTANT ASPECT OF PERSONALITY


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Face to Face communication? How old fashioned?And How necessary?

In this computerized age, why should we improve our in personcommunication? After all most businesses seem to do 99% ofcommunication by telephone, teleconferencing, videoconferencing& emails.

But this perception is not entirely true.

A recent study shows that managers do 500 separate interactionswith colleagues, subordinates, superiors and clients during a single

working day.

Many firings occur because of interpersonal difficulties, most oftenrelating to communication failures.


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Face to face communication exchanging of information, thoughts and feelings when the

participants are in the same physical space.

Occurs in formal meetings, coffee room chit chat, hallway

encounters, one-on-one coaching, annual evaluations, jobinterviews and more.


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Face to face communication is very effective in thesituations involving high levels of the following elements:

Conflict: When people are extremely upset, it is oftenimpossible to cool down the situation long distance.

Emotion: Employees in great emotional distress respondmore positively to in person contact than to electronicallytransmitted messages.


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Priority: The situation involves the rollout of a productessential to the success of the company & the team- whichneeds to get together in the same room.

Title: Sometimes, for political reasons, it is wise to concedeto the request of a high level person to get together.

Money: If a large internal or external client makes arequest, face to face communication is the kind most likelyto retain or expand the account.


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Listen to what others around you are saying.

Ask questions if you do not know something. It demonstrates that youhave a desire to grow and develop.

Formulate answers before you speak. Do not just talk for the sake ofspeaking, always have a substantive contribution to any discussion.

Look for Non verbal clues: Eye contact, facial expressions, bodymovements, space, time, distance, appearance


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Mouth and Lips Trembling lips unhappy

Biting a lip pensive

Compressed lips anger, sadness or annoyance

Pouting lips sadness or uncertainty

Smiling, parted lips happiness

Mouth gaping open - surprise and astonishment.

Mouth Sneering - displeasure or disgust.


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Trembling Lips

SneeringSurprised

Pouting LipsCompressed

Lips


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Eyebrows Lowered brows correspond to an assertive, dominant,

angry, annoyance, or threatening emotion

Raised brows correspond to submissive behavior,indicating openness, emotions of fear or surprise.


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Eyes Upwards thinking

Looking up and to the left - recalling a memory, someexperience or an event that has happened

Looking up and to the right - imagination and creativity Looking down - submission, guilt, or shame

Squinting or narrowing ones eyes - suspicious,uncertainty, tiredness (brightness of sun)

Increased rate of blinking lying, stress, surprised Winking it is deliberate generally means GOTIT


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SquintingEyes

LoweredEyebrows

Raised EyebrowsLooking Upwards -Thinking


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Advantages It is personal

Body language

Emotions behind themessage is well displayed.

Immediate feedback

Personal touch inappreciations and critics

Disadvantages No documentary

evidence

Limited scope

Requires goodinterpersonal skills

Less time to answerquestion

Not suitable for urgent

matter.


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Good communication skills are an important aspect of goodpersonality.

Telephonic skills are just as important as face-to-face

communication skills.

Good speaking and listening skills of a professional givecustomers a more positive image of the service and

organization as a whole.


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Final 1-Interpersonal Communication

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