1. Strategies for Successful
Interpersonal Communication

2. Chapter Objectives
 To learn to be an effective
communicator in interpersonal
communication
 To understand various
interpersonal communication
situations such as interviewing,
telephoning and dictating

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. Dyadic communication
Figure 16.1: The cyclical nature of self-perception
Self-Perception Cycle
Self-perception
Self-behavior
Nonverbal
responses
Perception
By others
Oral responses

9. 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.

10. 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

11. 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.

12. Dyadic communication
 Dyadic Communication
Relationships
 Following are 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.

13. Dyadic communication
 Dyadic Communication
Relationships
 By Type of Relationships
 It is 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.

14. Dyadic communication
Figure 16.4: Interpersonal relationships continuum
Interpersonal Relationship Continuum
Family
Friends
NONINTIMATE
Acquaintances
INTIMATE

15. 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.

16. 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.

17. Interviews

18. interviewing
 An interview is the most
important and intense dyadic
communication.
 Every interpersonal
communication is purposeful, so
as an interview.

19. interviewing
 Purposes of an Interview
 To inform on job
 To solve problem
 To counsel an employee
 To evaluate an employee performance
 To gather information

20. Essential Features of an Interview
1. Purpose
2. Preparation
3. Arrangement
4. Two parties
5. Openness

21. 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.

22. Preparation
 Self Assessment- 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

23. 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

24. Types of interviews
 Formal Interviews
 Informal Interviews
 Information Gathering Interview
 Performance Appraisal Interview
 Placement Interview
 Counseling interview
 Stress Interview
 Panel Interview
 Exit interview

25. Interviewee’s Responsibilities
 Interviewee should 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

26. 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.

27. 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

28. 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.

29. 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

30. All rights reserved
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

31. 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

32. 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.

33. All rights reserved
Types of technological tools
 Telephone & voice
mail
 Mobile / cellular
phones
 Facsimile
machines
 Desktop
 Laptop
 Personal Digital
Assistants
 Software
 Internet
 Video
conferencing
 Web
conferencing
 Instant
messaging
 Email
 Groupware

34. 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

35. 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

36. 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.

37. telephoning
 Preparation prior to phone call
 First identify 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.

38. 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.

39. 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

40. Factors to be considered
 Cost
 Time
 Strategies to be adopted
 Voice articulation

41. Advantages of telephoning
 Accessibility
 Saves time
 Immediate feedback
 Effectiveness

42. 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

43. 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

44. Strategies for telephonic messages
 Receiver-oriented Strategies
Ask for a purpose
Listen Attentively
Paraphrase crux of the message

45. 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

46. 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

47. 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