SUBJECT: MAPM 301

GROUP: II
TOPIC: COMMUNICATION SKILLS AND PRINCIPLES
REPORTERS:
JONALEY M. RENDON
SHEENA MAE D. ALVARADO

COMMUNICATION

• Derived from the Latin words con which means “with”, munus which means “a
business”, communis which means “common” and communico which means “to
confer”.

• It is therefore defined as the process of accomplishing a goal

• According to Sanchez (2017), effective communication is the most critical

component of total quality management.

• described as the transfer of information, thoughts or ideas to create a shared

understanding between a sender and a receiver.

• It is a dynamic, two-way process- Therefore, communication is the process

of transferring information from one point to another where the receiver

TYPES OF COMMUNICATION

Verbal Communication
- uses words or symbols. It is done through speaking or writing.

*Spoken communication can be done through face-to-face interaction, through mobiles

or computers, public speaking, etc.

*Written communication can be written, digitized or printed.

*Verbal communication is focused on how messages are portrayed. Factors that affect
verbal communication:

1.Tone of voice
2.Use of descriptive words
3.Emphasis on certain phrases
4.Volume of voice
* According to Mehrabian (2017), 55% of information gathered when people are
speaking to each other in person is determined through body language, 38% of the
information relayed in a conversation through tone of voice, and only 7% of the words
that are spoken are used to understand what is being said.

*In verbal communication, meanings are also taken from non-verbal forms and are
better known as non-verbal cues.

*Non-verbal cues - make the message clearer and give the listener an indication in
what way the information should be received.

*These are similar to non-verbal type of communication; but these are used to
accompany verbal communication.

Examples of Non-verbal Cues:

1. Intonation
2. Facial expressions
3. Pause
4. Hand gestures
5. Use of visuals
6. Body movement
7. Eye contact

Non-verbal Communication
- sending of message using methods other than spoken language. Itmay be intentional
or unintentional.

According to Tidwell (2016) there are two kinds of non-verbal communication:

1.Non-verbal messages produced by the body

2.Non-verbal messages produced by the broad setting such as time, space and silence

Examples of non-verbal communication:

• touch glance
• eye contact
• vocal nuance
• Proximity
• facial expressions
 • gestures
• volume
• pause (silence)
• intonation
• Dress
• Posture
• Smell
• Context
• Formality

*In high-context cultures, the manner of saying the word is more important than
the word itself. High-context cultures - those who communicate in ways that are
implicit and rely heavily on context. These are the collectivistic in nature. Low-
context cultures - those who communicate in ways that are explicit. These are
the individualistic in nature.

Uses of non-verbal communication:

1. Used to repeat the verbal message.

2. Often used to accent a verbal message.
3. Often complements the verbal message but may also contradict.
4. Regulate interactions.
5. May substitute for the verbal message, especially if it is blocked by noise or
interruption.

WRITTEN COMMUNICATION SKILLS

What is written communication?
✓ Written Communication- The process of transmitting messages or
information in the written form of words is known as written
communication. The medium of this communication in organizations are
memos, reports, letters, circulars, documents, emails, etc. It is
considered as an effective communication tool of business which is less
flexible. This communication type is useful in case of complex and
lengthy messages or information that is a bit difficult to explain verbally.
Documents that are written are useful for future reference.
✓ Effective written communication takes place when it includes above
mentioned 7 C’s of communication. The feedback in this type of
communication is not instant as it requires time to understand it.
✓ Involves any type of message that makes use of written word.
✓ Is the most important and most effective of any mode of business
communication.
 TO BE EFFECTIVE, written communication should be:
1. Conciseness
2. Clarity
3. Correctness
4. Concreteness
5. Completeness
6. Courteousness
7. Coherence

1. Principle of Conciseness
The principle of Conciseness states that the message should be conveyed in concise form
i.e. in the best shortest possible way. In other words, the message or information should
be articulated completely in such a way that it is forwarded to the desired audience or
receivers in fewer words or signals. By following this principle, individuals and
organizations can save time and cost as well. It also helps in a much better understanding
of the message by excluding unnecessary and excessive parts of the message. This way,
it is more convenient to understand the concise message by the receiver as well.

Example: Writing an e-mail to different clients to invite for an organization’s

annual day celebration function requires a more concise e-mail message.
Concise e-mail carrying information about venue, date & time followed by a
brief itinerary of function is much clearer than describing everything of
celebration in a subjective way.

2. Principle of Clarity
While communicating, clarity or clear communication is also an important aspect for
individuals and in business communication. By following the clarity principle of
communication, one can focus on a specific message at a time. So, the message that is
being conveyed must be clear. It also helps the receiver to easily understand the given
message or idea. Due to clarity, there is much appropriate and exact message
transmission. Clarity should be there while communicating through verbal words or in
writing.

Example: While giving a presentation on a particular topic, the presentation

should cover the material related to the presentation topic, also voice tone and
words should be clear that is easily understandable to the audience.

3. Principle of Correctness
One can better understand or interpret the more accurate message. The guidelines for
correct or accurate communication are covered under the principle of correctness. If the
message is correct then its impact is also great and it also boosts the confidence of the
sender. So, the correct use of language is essential in effective communication and it also
increases the trust factor between the sender and receiver.
Example: While writing e-mails or business communication letters, the correct
use of language should be their i.e. grammatical errors or wrong verbs need
to be avoided.

4. Principle of Concreteness
The clear and particular message is defined as a concrete message. The concreteness
principle of communication states that while communicating, the message should be to
the point or specific, definite, and clear instead of being general or unclear. Concrete
communication includes facts and figures to strengthen the message or idea. As the
message is clear and specific, there are minimal or zero chances of misinterpretation of
the message.

Example: In sales meetings in organizations, communicating the message of

quarterly or annual sales results by sales personnel consists of sales
presentations that include different facts and figures of sales. This
communication is based on the concrete principle of communication.

5. Principle of Completeness
The next principle of communication states that communication should be complete to
be effective. A message is said to be complete when the recipients of the message receive
all the necessary information that they want to be informed. It also consists of a call to
action i.e. a statement that is specifically meant for getting instant response from the
receiver. The facts and figures in messages are also part of it. The more complex
communication sometimes requires additional information or more elaboration so that
there is no doubt for the audience or receivers.

Example: Online shopping sites display complete information on different

products i.e. fabric, color, measurements, qualities, price, etc. and also call to
action features i.e. to instant buy the product by pressing buy now option. So
their written communication about product information is an example of
complete communication with their audience.

6. Principle of Courteousness
The principle of courteousness states that while communicating, the sender should show
respect to the audience or receiver. So, the sender should be polite, enthusiastic,
reflective, and sincere. Being courteous is when the sender takes care of own and
receiver’s feelings. These messages are focused on the audience, positive, and unbiased.

Example: While communicating with employees for their counseling, HR Head

takes a courteous approach by taking care of their feelings, listening to their
issues or problems in a polite manner during the counseling session.

7. Principle of Coherence
The communication should be coherent i.e. both consistency and logic should be part of
the sender’s message. Without being logical or coherent, the main purpose or idea behind
the message can’t be conveyed properly. All terms of the message should be
interconnected and relevant to the message being conveyed. Moreover, consistency
should be maintained in the communication flow.

Example: When there is a change in any HR policy, the HR Head communicates

the changes by sending an e-mail to the staff. This communication consists of
the logic of informing the new changes regarding the policy to the staff so that
they can work as per new guidelines.

So, the above C’s of basic principles make communication effective.

➢ Written communication has great significance in todays business world. It is

innovative activity of the mind. Effective communication is essential foe preparing
worthy promotional materials for business development. Speech came before
writing but writing is more unique and formal than speech.

➢ Effective writing involves careful choice of words, writing is more valid and reliable
than speech, but while speech is spontaneous, writing causes delay and take time
as feedback is not immediate.
CLASSIFICATION OF WRITTEN COMMUNICATION

➢ INTERNAL COMMUNICATION in the form of memoranda, minutes and reports

➢ EXTERNAL CORRESPONDENCE with clients -business letters and other
documents
➢ EXTERNAL COMMUNICATION with the world at large press release and reports
ADVANTAGES OF WRITTEN COMMUNICATION

➢ EASY PRESENTATION OF COMPLEX MATTERS: The document of written

communication is the best way to represent any complex matter easily and
attractively
➢ USE AS REFERENCE: If it needed, written communication can be use as future
reference
➢ PERMANENT RECORDS: The document of written communication act a
permanent record, when it is needed, important information can be easily collected
the preserve document
➢ BACK-UP OR CONFIRMATION OF ORAL COMMUNICATION: Whenever
there is even a speech it has to be backed up by writing so that it could be
preserved for a long time
➢ Identical copies can go to different sources
DISADVANTAGES
➢ EXPENSIVE: written communication is comprehensively expensive for this
communication paper, pen, ink, typewriter, computer and a large number of
employees are needed
➢ TIME CONSUMING: Written communication takes time to communicate with
others. It is time consuming media. It cost the valuable time of both the writer
and the reader.
➢ RED-TAOISM: Red Taoism is one of the most disadvantage of written
communication. It means to take time for approval

VARIETIES OF WRITTEN COMMUNICATION

➢ DIRECT COMMUNICATION- is addressed and intended for a specific person or

a group of people all of whom will read it
EXAMPLE: Magazine advertisement, store displays, promotion copy on food
packages, letter, reports, etc.

➢ INDIRECT COMMUNICATION- instead of being specifically addressed is made

available to a large number of people, some of whom will read it as they have time
and the inclination.
EXAMPLE: Articles in business journals, trade magazines, company news bulletin,
handbooks, newsletter, etc.

TYPES OF WRITTEN COMMUNICATION

➢ INFORMAL COMMUNICATION- personal letters, personal essays.

➢ Informal Communication
➢ Informal communication takes place when transmission of a message between
the sender and receiver is without any formal communication medium or
channel. This type of communication is useful for the rapid distribution of
information. Side effects of such communication can be in the form of gossips or
rumors.

➢ FORMAL COMMUNICATION- Official letters, Business Letters

➢ Formal communication happens when information is exchanged at an
organizational level i.e. between employees and management, a superior and a
subordinate or between same rank colleagues, etc. In this time of
communication, the flaw of information is balanced and controlled by the
organization hierarchy. Due to proper control, the information can be delivered
 at the desired place without breaking the flow. Formal communication includes
both verbal and written communication.

➢ Example: Formal meetings or presentations, formal e-mails in offices

are a few examples of this type of communication.
➢ Formal communication is further categorized as Vertical and Horizontal
communication.

➢ MEMO: an informal message, especially one sent between two or more employees
of the same company, concerning company business.
➢ LETTER: a written or printed communication addressed to a person or
organization and usually transmitted by mail.
➢ REPORT: an account or statement describing in detail an event, situation, or the
like, usually as the result of observation, inquiry, etc.

PROCESS OF WRITTEN COMMUNICATION

PRE-WRITING

PUBLISHING
DRAFTING
 EDITING REVISING

In conclusion, written messages do not have to be delivered on the spur movement;

instead, they can be edited and revised several times before they are sent so that the
constant can be shaped to maximum effect and also recipients of the written
communication can also take more time in reviewing the written communication can
also take more time in reviewing the message and providing appropriate feedback.

INTERPERSONAL COMMUNICATION SKILLS

What is Interpersonal Communication?
➢ This is an act that concerns & involves the relationships between people.
Technically, it is ability to communicate within group of people; to relate
through proper & appropriate information dissemination within a given
community of people. Since man is a social being that is
multidimensional, he has to relate with other being, indeed other
creatures in order to realize his material & social well beings.
➢ Communication within a group could be positive productive or negative
dysfunctional depending on the person concerns.
➢ ` Interpersonal communication is the process by which people exchange
information, feelings, and meaning through verbal and non-verbal
messages: it is face-to-face communication.
➢ Interpersonal communication is not just about what is actually said - the
language used - but how it is said and the non-verbal messages sent
through tone of voice, facial expressions, gestures and body language.
➢ When two or more people are in the same place and are aware of each
other's presence, then communication is taking place, no matter how
subtle or unintentional.
➢ Without speech, an observer may be using cues of posture, facial
expression, and dress to form an impression of the other's role,
emotional state, personality and/or intentions. Although no
communication may be intended, people receive messages through such
forms of non-verbal behaviour.
➢ This also depends on his social environment & social relations.
➢ Is the process by which people exchange information through verbal and non-
verbal messages
➢ Also includes ability to listen and understand, problem solving, decision making,
personal stress management.

IMPORTANCE OF INTERPERSONAL COMMUNICATION

➢ Effective communication is very helpful in workplace where we need to interact

with different types of people.
➢ It is in maintaining good relationship with people.
➢ Interpersonal communicational skills also known as life skills.

PRINCIPLES OF INTERPERSONAL COMMUNICATION

➢ Interpersonal communication is inescapable

➢ Interpersonal communication is irreversible
➢ Interpersonal communication is complicated
➢ Interpersonal communication is contextual

INTERPERSONAL COMMUNICATION SKILLS

➢ Listening skills
➢ Communication skills
➢ Verbal communication
➢ Assertiveness
➢ Non Verbal Communication

LISTENING SKILLS
➢ Is important than just verbal communication.
➢ Means that paying attention not only to the story but how it is told, the use of
language and voice, and how the other people uses his or her body to
communicate.
PRINCIPLES OF LISTENING
➢ Stop Talking
➢ Prepare yourself to listen
➢ Put the speaker at ease
➢ Remove distractions
➢ Listen for ideas-Not just words

COMMUNICATION SKILLS
➢ Communication is not just what is actually said and the language used but how it
is said and the non-verbal messages sent through tone of voice, facial expressions,
gestures and body language.

ELEMENTS OF INTERPERSONAL COMMUNICATION

➢ The communicators- sender and receiver

➢ The message
➢ Feedback
➢ Channel
➢ Context
➢ Noise

The communication process can better be understood by the following example:

A Sales Trainer wants to impart training to the sales team on the ‘qualities of a
good salesperson’ topic. He/she follows the communication process as described
below:
▪ Sender: Here sender is the sales trainer who is going to transmit
information to his/ her audience.
▪ Message: The message or information that the Sales trainer (sender) is
going to transmit is related to the qualities of a good salesperson.
▪ Encoding: Encoding states that the sender converts the message into the
form that is understandable to the receiver. So, sales trainer (sender)
transforms the information or message i.e. qualities of a good salesperson
into a form of the communicable message by using symbols, pictures,
words, etc to define different qualities of a salesperson in different
situations.
▪ Channel: For effective communication with the audience, the trainer uses
different channels like presentation through projector, diagrams or images
with sound i.e. audio-visual channel.
▪ Receiver: A receiver in the training is the audience who is going to receive
the information i.e. sales team.
▪ Decoding: Once message or information is received by the audience then
they do the decoding of the message. In this example, after gaining insights
into qualities of a good salesperson, they understand the importance of
these qualities and how to incorporate these in themselves for better selling
and to increase their sales performance.
▪ Feedback: Once the training session is over, the trainer will circulate
feedback form to the audience or receivers of the information. The audience
will fill that form about the effectiveness of the training session and how
they are going to incorporate that particular training into their selling skills.
 This feedback (either positive or negative) further transmits to the sender
i.e. Trainer and this ends the communication process.
Different types of barriers are defined below:

1. The barrier of language:

The language barrier creates hurdles in effective communication. There are

different languages of different regions within a country or in different countries.
In the workplace also, different people have different languages. This can affect
the communication channel in the organization. So, while communicating with the
workforce, different considerations have to be taken care of.

For example, few people are good at communicating in the English language while
few of them are not comfortable with that. So while communicating a large
audience where the majority of people are not proficient in a particular language,
this barrier may limit effective communication if not handled properly.

2. Barriers related to psychological factors:

Different psychological factors may also create hurdles to effective communication.

The mental condition of the communicator influences effective communication a
lot. A disturbed state of mind can disturb the communication.

For example, people having psychological issues like depression, stage fear, lack
of attention, past-experiences, low-confidence, values, and beliefs, etc. may create
certain limits in effective communication if not handled.

3. The Barrier of emotional factors:

A person with a high emotional quotient (EQ) can communicate in a much effective
way rather than a person having low or average EQ. An emotionally balanced or
mature person can communicate with ease and comfort. While people who are
unable to handle their emotions, usually face different obstacles while
communicating. So, the right mix of emotion is required for effective
communication.

For example, different emotional states like anger, sadness, frustration, etc. can
adversely affect communication by lowering down decision-making capability.

4. Physical barrier:
Different environment or natural barriers in communication are considered as
physical barriers. It can be noise or distance or equipment, etc.

For example, an environmental barrier may be a bad weather condition while

communicating. In bad weather conditions, people may not be able to pay full
attention during communication. Similarly, physical barrier like the distance
between sitting areas of the workforce is much and equipments of communication
are not working well like phones, etc, then also it is a bit difficult to communicate
effectively.

5. The Barrier of cultural differences:

In today’s era of globalization, different organizations are hiring people from

different places in the world. The workforce from different countries has different
cultures, values, behavior patterns, opinions, body language, etc. The way people
behave and think also depends on the culture from which they belong to. So while
communicating, consideration of different cultures is required. While
communicating, these cultural factors can become hurdles.

For example, in western culture or countries, a warm hand-shake is considered as

part of greetings when people meet and communicate. But in different Arab
countries, handshaking is considered as bad manners or crime while
communicating.

6. Organizational Barriers:

The obstacles in the flow of information among the workforce in an organization

that can create serious loss are considered as Organization level barriers. These
may occur due to misleading information or message and lack of transparency.
Different organizational barriers can be related to rules and policies, hierarchy
levels or complex organization structure, facilities in the organization, etc.

For example, if there are lots of management levels in the organization then the
communication may be affected i.e. there may be a delay in receiving message or
change in the appropriate meaning of message at the time of receiving by the
receiver. Different strict rules and policies may also become a barrier to effective
communication. Like if the policy or rule of an organization consists of the mode
or medium of message i.e. through written communication by mails only. In that
case, employees have no choice other than communicating in writing even if the
oral communication in a particular situation can be better and faster than written.
7. Barriers related to the attitude or behavioral issues:

Different people have different types of attitudes or behavior. Few of them cause
ineffective communication. If there is a match between the opinion and attitude
of the sender and receiver, then the receiver will accept it favorably. However, in
the case of mismatch between attitude and views of both the sender and receiver,
then the response of the receiver may not be positive or it may result in conflicts
arising. Different people have different personalities like introvert, extrovert,
egoistic, judgmental attitude, etc. Sometimes the excessiveness of these traits
becomes a hindrance to effective communication.

For example, if policy change in an organization seems to be in favor of an

employee then he/she communicates effectively but if it’s not then his/her gives
negative feedback on the same. Thus, it creates a barrier to communication.

8. Perceptual Barrier:

Different people have different perceptions of the same message i.e. different
people may interpret the same information differently. Perception barriers may
result in false information, false beliefs, and confusion. This ultimately creates
ineffective communication.

For example, a new department head of the sales department makes changes in
the functioning of the department and communicates the same to the team. This
communication may be taken by 2 different team members differently based on
their perception. One team member has the perception that change is not good,
so he/she may react to this change negatively and this creates a barrier to effective
communication. On the other hand, another team member may take this change
positively due to his/her perception that change is always for good.

9. Physiological Barriers:

Different limitations of the body and mind of humans may also create barriers to
effective communication. These limitations can be ill-health, memory issue,
stammering problem, lacking in attention, poor eye-sight, hearing problems, etc.

For example, sometimes a person sitting in a meeting is not able to answer queries
of other people due to lack of attention caused by personal issues or problems.
This is the type of Physiological barrier that results in ineffective communication.

10. Barriers related to Technology:

 Technical barriers are there as there is a lot of advancement in technology.
Sometimes these technologies may not produce effective communication.

For example, E-mail communication is an effective written and electronic

communication, still while communicating through the mail system, the
interpretation of the message by the receiver may be different from the sender
due to limitations of the technology of not visualizing the communication. As in
result, it becomes a barrier to effective communication.

What Is Interpersonal Communication? (A Definition)

Simply said, interpersonal communication is how two people communicate. It can mean
sharing information and expressing thoughts or feelings, either face-to-face or through
a medium, such as a phone, email, or social media. Interpersonal communication refers
to verbal and non-verbal communication, including body language, facial expressions,
and tone.

When you take the time to ask your friend about weekend plans, or your colleague
invites you to dinner, or you exchange text messages with a friend—all these are
examples of interpersonal communication. This type of communication is essential to
connecting and building connections.

Interpersonal communication has an essential role in enhancing the quality of

relationships and strengthening the bond between people (Sethi & Seth, 2009), as it
can help you understand others, not simply what they say, but also how they see the
world.

What Are Interpersonal Communication Skills?

Interpersonal skills are behaviors that help you interact with others effectively, in the
workplace, school, or in the larger world. Some examples of interpersonal
communication skills include active listening, openness, and empathy. What makes
interpersonal communication skills a great asset to have is that they are transferable.
For instance, active listening and openness are great skills to have if your kids tell you
about their problems but they’re also extremely helpful if you need to mediate a conflict
at work. Although these situations require different behavior from you, you can utilize
your interpersonal communication skills to help you make the best of any situation.

However, not all skills come to us as easily as we might like. Sometimes, it might be
easier for you to use a skill in a situation where you’re more comfortable while it might
be harder to use a skill in a less comfortable situation. For example, it might be easier
for you to practice active listening at work when talking to your colleague or
supervisor, but when it comes to practicing this skill with your partner, you might
struggle with it. Or, you might struggle because of other factors, such as tiredness, the
moment of the day, or being distracted. It’s important to keep in mind that you can
learn any social skills you might want to improve—for example, you can learn how to
practice active listening or how to be more open. In a bit, we will share some tips on
how to build interpersonal communication skills and how to strengthen those you
already possess.

Examples of Interpersonal Communication

Here are some examples of interpersonal communication skills:

• Active listening
• Body language
• Openness
• Negotiation skills
• Positive attitude
• Teamwork
• Empathy
• Critical thinking
• Emotional intelligence
• Assertiveness
• Responsibility
• Effective communication
• Conflict resolution
• Problem-solving

Interpersonal Communication in the Future World

With the online world constantly growing, it created new and interesting avenues to
communicate and connect with others. There are numerous benefits to this new type of
interpersonal communication, but it also raises puzzling questions: Does online
communication benefit our mental and physical health? How are we feeling about this
increase in online communication?
Why Interpersonal Communication Is Important

We make sense of the world and connect with others by exchanging messages, usually
by talking or texting. Strong interpersonal communication can help you strengthen the
bond you have with others and be a trusted and dependable friend. In your
professional life, these skills can help you climb the corporate ladder, have more
opportunities, and reach your personal goals.

Here are some examples of why interpersonal communication is an important part of

your life:
• Teamwork. The old saying “Teamwork makes the dream work” is still valid
nowadays. A crucial skill at any job, the ability to be a team player requires you
to have excellent communication and people skills. No matter what environment
requires you to be a true team player, mastering interpersonal communication
skills will benefit you greatly.
• Conflict resolution. Whether you need to stop a fight between brothers or a
silent conflict between coworkers, difficult situations need conflict resolution
strategies. Interpersonal communication can help you figure out how to move
forward because you might listen to both sides and work with them, not against
them.
• Problem-solving. Problem-solving is an important skill that can help you
identify and explore opportunities essential to your daily life, home, school, or
work. Interpersonal communication can help you identify the problem and figure
out a solution that works for you or your goal.
• Active listening. When you’re actively listening to someone, you give them
your full and undivided attention. You pay attention to what they say, their body
language, or other cues, and overall are engaged in the conversation. Active
listening is essential for communicating effectively and preventing
misunderstanding at work, in your personal relationships, at school, and even
with children.
• Connection. Social connection is an important part of being human. When
you’re not connected to others, it can negatively affect your mental and physical
health: it can increase the chances of death by at least 50% (Yang et al., 2016),
as well as obesity, heart disease, and smoking (Alcaraz et al., 2018), depression,
insomnia, and cognitive decline (Alcaraz et al., 2018). Connecting with others
can improve your health and well-being, and building a support system can help
you feel better in times of stress.
Types of Interpersonal Communication

Interpersonal communication can be divided into four categories:

• Oral communication. Oral communication refers to spoken communication
such as phone calls, public speaking, or speaking face-to-face.
• Written communication. This type includes letters, emails, texts, messages,
but also emojis and GIFs.
• Nonverbal communication. Nonverbal communication encompasses body
language, tone, hand gestures, eye contact, clothing, or smell.
• Listening. Listening is a part of interpersonal communication as it refers not
only to simply hearing what someone else is saying but actively understanding
the meaning of their message. In other words, it represents listening to
understand, not to answer.

Interpersonal communication can also be subdivided into three categories:

• Dyadic communication. Dyadic communication is a method of communication
between two people, in any form: a phone call, a written letter, or a text
message.
• Small-group communication. This type of communication refers to three or
more people that communicate between themselves.
• Public speaking. Public speaking is the act of communicating to an audience.

Interpersonal Communication in the Workplace

It’s probably very difficult nowadays to find many jobs that don’t involve being part of a
team and interacting with others—customers, coworkers, or bosses. Most jobs require
multiple types of personal skills and interpersonal communication, although some jobs
rely more on them than others. However, having poor interpersonal skills can be a
detriment for the company and for coworkers, as people want to work with others who
can improve their workday (Tarver, 2021)

Hiring managers typically look for people with strong interpersonal skills who are
effective communicators and team workers. In one study, employers ranked
communication skills as the most important skill they look for when hiring someone.
Among the five-top rated skills, four fell within the interpersonal communication
category: oral communication, listening skills, written communication, and presentation
skills (GMAC, 2017).

Companies and organizations are run by people so without interaction and

communication, their existence would be extremely challenging (Sethi & Seth, 2009).
Effective interpersonal communication in the workplace is essential for a well-
functioning and high-performing team. Here are some reasons why interpersonal
communication skills are important in the workplace:

• They can open up new opportunities. Having great communication skills

means that you can easily communicate with coworkers, which can help you
expand work opportunities and grow. According to hiring managers, strong
interpersonal skills are the most valuable skill companies are looking for (GMAC,
2017).
• They can make you an effective leader. Whether you are the leader in a
class project, in a small team at work, or the company’s leader, to be a
successful leader, you need to be able to communicate with everyone. When you
effectively communicate with everyone on the team, you can strengthen your
connection and create a trusting environment, which will only make the team
more resilient and successful.
• They can help you express more gratitude. Research shows that saying and
hearing thanks positively impact your well-being and work performance. For
example, managers who say “Thank you” to those who work for them see these
employees as more motivated to work harder (Emmons & Crumpler, 2011), and
the employees can put in even 50% more work than usual after the managers
expressed gratitude (Grant & Gino, 2010).
How to Build Interpersonal Communication Skills

Considering how essential interpersonal communication skills are for your personal and
professional life, it’s important to start strengthening them. Here are some tips on how
to build strong interpersonal communication skills:

• Figure out your goal. To build strong interpersonal communication skills, first,
you need to know what areas you need to improve. Ask yourself whether you
might practice more active listening because the phone distracts you, or reflect
on whether you need to work on your teamwork skills. You can further identify
the areas that need strengthening by asking for feedback from colleagues,
friends, or family.
• Practice active listening. When you’re communicating with someone, try not
to focus on your phone, interrupt the other person, or constantly look away.
When you practice active listening, you can build strong and lasting relationships
because everyone needs and wants to be heard and understood. Listen to
understand, not to answer and you can strengthen your professional and
romantic relationships.
 • Learn emotion regulation. Although emotions are an important part of your
life, if they start to get out of control, they can have a negative impact on your
communication. Perhaps this is partially why emotion regulation skills are
linked to overall well-being, income, and socioeconomic status (Cote, Gyurak &
Levenson, 2010). You can learn how to control your emotions by practicing
mindfulness and radical acceptance, exercising, or talking to a mental health
professional.
• Practice empathy. To understand another person on a deeper level, try
cultivating empathy. Empathy is an essential skill that can lead to more helpful
behaviors, effective leadership (Humphrey, 2013), and cooperation in social
dilemmas (Rumble, Van Lange & Parks, 2009).
• Be curious. Sometimes when you’re talking to someone, you might make
assumptions about what they’re saying: maybe about how they’re feeling in a
certain situation, what they like, or how they view the world. When you make
assumptions, even though they are unconscious, it can derail the conversation or
make the other person feel misunderstood. Instead, try to be curious and ask
open-ended questions.
• Practice the skills. Now that you figured out what needs improving and
learned a few skills to build interpersonal communication, it’s time to practice.
You can start small by practicing with a friend or family member, and then
consider getting more courageous as you master the skills.

Elements of Interpersonal Communication

Much research has been done to try to break down interpersonal communication into a
number of elements in order that it can be more easily understood. Commonly these
elements include:
The Communicators

For any communication to occur there must be at least two people involved. It is easy
to think about communication involving a sender and a receiver of a message.
However, the problem with this way of seeing a relationship is that it presents
communication as a one-way process where one person sends the message and the
other receives it. While one person is talking and another is listening, for example.
In fact communications are almost always complex, two-way processes, with people
sending and receiving messages to and from each other simultaneously. In other
words, communication is an interactive process. While one person is talking the other is
listening - but while listening they are also sending feedback in the form of smiles, head
nods etc.
The Message
Message not only means the speech used or information conveyed, but also the non-
verbal messages exchanged such as facial expressions, tone of voice, gestures and
body language. Non-verbal behaviour can convey additional information about the
spoken message. In particular, it can reveal more about emotional attitudes which may
underlie the content of speech.

Noise
Noise has a special meaning in communication theory. It refers to anything that distorts
the message, so that what is received is different from what is intended by the speaker.
Whilst physical 'noise' (for example, background sounds or a low-flying jet plane) can
interfere with communication, other factors are considered to be ‘noise’. The use of
complicated jargon, inappropriate body language, inattention, disinterest, and cultural
differences can be considered 'noise' in the context of interpersonal communication. In
other words, any distortions or inconsistencies that occur during an attempt to
communicate can be seen as noise.

Feedback consists of messages the receiver returns, which allows the sender to know
how accurately the message has been received, as well as the receiver's reaction. The
receiver may also respond to the unintentional message as well as the intentional
message. Types of feedback range from direct verbal statements, for example "Say that
again, I don't understand", to subtle facial expressions or changes in posture that might
indicate to the sender that the receiver feels uncomfortable with the message.
Feedback allows the sender to regulate, adapt or repeat the message in order to
improve communication.
Context

All communication is influenced by the context in which it takes place. However, apart
from looking at the situational context of where the interaction takes place, for example
in a room, office, or perhaps outdoors, the social context also needs to be considered,
for example the roles, responsibilities and relative status of the participants. The
emotional climate and participants' expectations of the interaction will also affect the
communication.

Channel
The channel refers to the physical means by which the message is transferred from one
person to another. In a face-to-face context the channels which are used are speech
and vision, however during a telephone conversation the channel is limited to speech
alone.
When you have the opportunity to observe some interpersonal communication, make a
mental note of the behaviours used, both verbal and non-verbal.
Observe and think about the following factors:
Who are the communicators?

What messages were exchanged?

What (if any) noise distorts the message?

How is feedback given?

What is the context of the communication?
You probably do this all the time, subconsciously, but when you actively observe
interpersonal communication you can more fully appreciate its mechanics.

By observing others - making a conscious effort to understand how communication

occurs - you will think about how you communicate and be more aware of the
messages you send. This provides a perfect opportunity for you to develop your
interpersonal communication skills.

Uses of Interpersonal Communication

Most of us engage in some form of interpersonal communication on a regular basis,

often many times a day, how well we communicate with others is a measure of our
interpersonal skills.
Interpersonal communication is a key life skill and can be used to:

Give and collect information.

Influence the attitudes and behaviour of others.
Form contacts and maintain relationships.

Make sense of the world and our experiences in it.

Express personal needs and understand the needs of others.

Give and receive emotional support.

Make decisions and solve problems.
Anticipate and predict behaviour.
Regulate power.
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https://studiousguy.com/basic-principles-of-
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