Chapter 11 discusses interpersonal communication, emphasizing the importance of self-awareness, effective verbal and non-verbal skills, and the process of self-disclosure in building relationships. Key skills highlighted include speaking clearly, active listening, understanding body language, and providing constructive feedback. Additionally, assertiveness and the ability to express disagreement respectfully are necessary for successful communication.

1. Interpersonal
Communication
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2. Interpersonal communication
is defined as speaking to and
listening another person in
alteration, and thinking
concurrently. It is strongly
influenced by each
individual’s intrapersonal
communication
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3. The useful model, the Johari
Window (indicates the relationship
between intrapersonal and
interpersonal communication) shows
the four aspects of a person’s
awareness: open, hidden, blind and
unknown.
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4. Chapter 11

5. Chapter 11

6. As acquaintance and trust between
you and me grows, I may feel
comfortable about disclosing more
personal details about myself. This
process is called self-disclosure
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7. Communication skills
There are 4 verbal communication skills; two are
encoding skills: speaking and writing; two are decoding
skills: listening and reading. The fifth is the intrapersonal
skill is crucial to both encoding and decoding: thought or
reasoning and competence in dealing with emotion or
feeling. Language skill affects a person’s ability to
analyze one’s own purposes and intentions and the
ability to express oneself. Our communication skills
deficiencies also limit the ideas that are available to us
and limit our ability to think.
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8. Skills for interpersonal communication
The skills needed for interpersonal
communication are self-awareness, control
over oneself, speaking clearly and pleasantly,
good manners and etiquettes, Listening,
understanding of non-verbal behavior and
feedback
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9. Self Awareness
Knowledge of one’s own attitudes,
prejudices and perceptions and
competent handling of one’s
intrapersonal communication is
required for effective interpersonal
communication.
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10. It involves skill in dealing
with intrapersonal
Control Over Oneself communication. Holding
one’s tongue is difficult, but
if you have the ability to
maintain peace, and keep
silent till you reach the right
moment to speak, your
interpersonal
communication will be more
effective and you will save
yourself a great deal of
energy. You and only should
choose how you will behave
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11. Speaking clearly & Pleasantly
It is the primary requirement of successful
interpersonal communication. Making eye
contact, varying the voice to avoid monotone,
being brief and to the point, asking questions
are the tips to keep the listener involved. The
some ways to ensure that you appear
comfortable to be with are: First, at the
beginning of an encounter, move and speak
slower, lower and less; demonstrate that part
of you which is most like them; bring out the
other person’s best side.
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12. Good Manners and Etiquettes
Knowledge and
practice of
proper etiquette
result in
successful
conversation
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13. Introduction
Introductions are the few moments in
which critical first impressions are made
on all sides. Generally impressions are
made within 20-30 seconds upon meeting
someone. In business it is based on
hierarchy; A client always comes before
anyone in your organization; an elected
official comes before a non-official;
introduce a junior executive to a senior
executive. If no own introduces you, just
introduce yourself to the other
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14. Paying Compliments
It is an art; an expression of
appreciation. It should be
temperate, it should be
genuine, it should have no
other motive than to
recognize someone for
something special.
When someone pays you a
compliment, acknowledge it
and than the person
graciously Chapter 11

15. Listening
A good listener concentrates on the speaker’s line
of interest, tries to understand the speaker’s
framework and uses the same terminology. This
wins the goodwill of the other party
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16. Understanding of non-verbal behavior
Ability to sense the feelings
behind words from the body
language develops with practice.
We must listen with eyes as well
as the ears. Good interpersonal
skill depends a great deal on
control and command of one’s
body language
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17. Being the most delicate and difficult skills of
interpersonal communication, it requires
Feedback tact, honesty and self-control. Give feedback
immediately or soon after the event; give it
in a positive manner; be specific, not general
or vague; give feedback only on the aspects
which the person can control and correct; be
sure of your own motive inn giving
feedback. While accepting feedback seek
and receive it with genuine desire to
improve; be non-defensive; listen
attentively; if vague feedback is offered, seek
clarification and ask for specific instances;
think over the received feedback
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18. Being the powerful tool
Asking Questions in dialogue, the style and
way of asking must be
carefully cultivated. Ask
open-ended questions;
do not ask questions
which make others
uncomfortable; ask what
if…?; offer alternative
and ask; ask about their
feelings; repeat back
what they said
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19. Assertiveness without aggression
Assertiveness is reasonable behavior. Being
assertive is being neither passive nor
aggressive. It in not just a set of techniques.
It requires self-knowledge, understanding of
one’s own skill and limitations, a sense of
self-worth and recognition of one’s own and
other people’s rights and responsibilities.
Being assertive helps to achieve a ‘win/win’
outcome in most business dialogue
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20. Expressing disagreement without being offensive
Express disagreement
without being offensive.
When you disagree, instead
of keeping silent or
responding aggressively, try
positive assertiveness. Do
not attempt to solve
problems that others raise
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21. It is important to
summarize the
Summarizing previous speaker’s
view especially when
one disagrees with
it. It is a restatement
without any
comment and must
be spoken in an
objective tone and
manner without
indicating any
opposition by tone of
voiced or facial
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expressions

22. Closure
Ending a communication event
on a pleasant note is always
beneficial for relationships. Style
and manner of communication
are the basis of relationships and
good feeling
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