Presentation Tutorial 8 Chapter 8 · Chapter 8 –Key Concepts (Explanation) •Self-Image: •Can...

Presentation Tutorial 8Chapter 8

Interpersonal Communication in the Workplace

Shandu Davhana

Chapter 8 - Agenda

• Chapter Introduction

• Key Concepts

• Explanation of Key Concepts

• Summary

• Key Activities

Chapter 8 – Chapter Introduction

• Purpose:• Interpersonal communication is quite crucial in business

and the professions• Chapter focuses on different aspects f face-to-face

communication between two people • Very often you’ll have to deal and share ideas with people

who are very different from you in many ways• Good interpersonal relationships and the communication

associated with them are the ingredients for successful teamwork and co-operation in the work place

Chapter 8 – Key Concepts (Explanation)

• Self-Image:• Determines how we perceive others to see and

respond to us, and how we respond to their actions• This is basically the concept or picture that you

have of yourself• People with a positive self-image work well with

others and communicate with confidence, whilethose with negative self-image often perform below their expected ability due to low self-esteem


• Self-Image:• Can be divided into six-dimensions / self perception on:

• Physical > the way you see your material body / your appearance• Psychological > your evaluation of your personality, i.e. whether

you see yourself as emotional or rational, shy or outgoing , caring or selfish, etc.

• Intellectual > your ability to solve problems, reasoning, analysis, and logical thinking

• Skills > your evaluation of your social and technical skills• Moral > your values, principles you uphold and ethical belief • Sexual > how masculine or feminine you think you are


• Self-Image:• Three main influences on the development of self-image:

• Intrapersonal Communication > communication with ourselves / messages we give ourselves that forms a view of whom and what we think we are.

• Intrapersonal Communication > communication with others / build up a self-image as we work with other people and react to the messages we receive from them.

• Past Experience > image one have at any particular time is the outcome of perceptions provided by parents, friends, teachers, colleagues, etc. since birth.


• Self-Image:• Self-fulfilling Prophecies:

• Occurs when what we believe about ourselves and others often comes true

• They influence our self-concept• People with positive self-image perceive others to be

friendly and their attitude towards the is outgoing and pleasant

• People with a negative self-image often feel rejected because they perceive others as unfriendly


• Cultural & Gender Differences:• Creates perceptions of men’s and women’s roles in

society and at work• Western children are taught the values of

independence and develop high self-esteem from them• African and Eastern children develop self-esteem when

they perceive themselves to be co-operative and helpful because in these cultures the family and society are more important than the individual


• Interpersonal Competence Skills:• Self-Disclosure:

• Refers to our willingness to share ideas, opinions, feelings, andbeliefs with others

• Highly dependent on trust• People with a positive self-image are more likely to disclose

information about themselves than those with a negative self-image• People of status don’t usually reveal information about themselves

to people of lesser status• Men are less reluctant to make self-disclosure than women• However, revealing too much information about yourself may be

inappropriate


• Interpersonal Competence Skills:• Self Disclosure:

• Four Interpersonal Communication Styles used in organisations:• Open Communicators > typically trusting and friendly• Blind Communicators > typically over confident and tend to throw

their weight around• Hidden Communicators > Typically mistrust others and hide their

feelings and thoughts• Closed Communicators > typically non-communicators due to poor

self-image


• Interpersonal Competence Skills:• Assertiveness:

• Refers to the way in which people express themselves depending on self-esteem

• Three styles of assertive behaviour:• Passive or Non-Assertive > People who are reluctant to state

opinions, share feelings, or assume responsibility for their actions because they want to avoid conflict at all costs

• Aggressive > Use every opportunity to put down others with little concern for the feelings of those concerned

• Assertive > Communicate feelings and opinions honestly and clearly without avoiding conflict nor to dominate a relationship


• Interpersonal Competence Skills:• Empathy:

• It is the sharing of feelings from the other person’ point of view

• It differs from sympathy• Requires qualifies such as active listening, perceptual skills, an

awareness of emotions• When showing empathy it is important to:

• use supportive body language• use a warm tone of voice• not to allocate blame• not to give unwanted advice


• The Interview Situation:• Types of Interview:

• Employment Interview > to discuss the suitability of an applicant for a prospective post

• Counselling Interview > to discuss problems that anemployee might be experiencing in the workplace

• Performance Appraisal Interview > to discuss the work performance and the productivity of an employee

• Disciplinary Interview > Discuss complaints lodged against an employee


• The Interview Situation:• Typical Structure of a Business Interview :

• Introduction > Opening phase on the business interview and used to establish rapport between the interviewer and the interviewee

• Body > This is the core of the discussion and deals withquestions and answers

• Conclusion > This is a brief summary of what has been discussed, and gives both parties an opportunity to ask final questions and eliminate any misunderstanding


• The Interview Situation:• Types of Interview Questions:

• Open-ended Questions > allow for unrestricted answers and encourage respondents to express their attitude / opinions in their own words

• Closed Questions > offer several alternatives from which to choose and usually provide clear answers

• Probing Questions > used to obtain more specific or detailed information from the respondent, and a useful follow-up for open-ended questions

• Leading Questions > a manipulative technique that can result in the respondent saying things that are not really correct because it guide the respondent to a response.

Chapter 8 – Summary

• Interpersonal Communication and the ability to work with

others is a key element in anyone’s career development.

• It is related to self image which will influence the way in which

one deals with other people

• Self image can be the source of self fulfilling prophecies

• Culture and gender difference also have an influence on one’s

self-image

• Interpersonal skills relate to the concept of self-disclosure

• One also need to consider your style of assertiveness and

develop appropriate assertive behaviour

• The interview situation varies by type but follow a typical

structure

Chapter 8 – Key Activities

• Please refer to the following Activities from your Study Guide and Prescribed Book and get involved in the student discussion in MyUnisa Discussion Forum

• Study Guide• Activities 1 - 8

• Prescribed Book• Activity 8.1 – 8.9

Resources

• Du Plessis, D, Dowling, F & Snyman, C. 2012. Communication in business contexts. Study guide for CBC1501. Pretoria: University of South Africa.

• Du Plessis, D, Dowling, F & Steinberg, S. 2009. Money talks: communication in business contexts. Johannesburg: Heinemann

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