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AMITY BUSINESS SCHOOL
MBA
BEHAVIOURAL SCIENCES
DR TARANJEET DUGGAL
Name of Institution Objectives of the programs
To encourage the participants to
understand communication, human
communication and interpersonal
communication.
To establish inter personal
communications the core of our existence

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OBJECTIVES
To define communication and
understand the communication process
in detail
To help personnel use communication
as a tool for improving interpersonal
relations.

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COMMUNICATION
Communication is the process of managing
message for the purpose of creating
meaning.

Communication can be said to be the
passing of information from one person to
another and understanding it.
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Message
Managing
Meaning.

Three Key elements of
communication process :
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COMMUNICATION
MESSAGE
Messages are the words sounds, actions and gestures that people
express to one another when they interact.

MANAGING
Managing refers to the handling or supervising of people or some
process or material.

MEANING
Meaning refers to the interpretation people assign to a message how
it is recognized or understood.
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The Communication Process
A TWO WAY PROCESS
Encoding Channel Decoding Receiver
Message Message Message Message
Feedback
Source
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FACTORS OF
COMMUNICATION
4 SENDER OR TRANSMITTER
4 PURPOSE
4 ENCODING
4 TRANSMISSION
4 DECODING
4 FEEDBACK
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BEHAVIOURAL
COMMUNICATION
A problem well stated is already half solved
COMMUNICATE COMMUNICARE
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COMMUNICATION AS PERSUASION
OCommunication as persuasion involves
influencing others in order to achieve your own
goals.
OPersuasion is the use of communication to
reinforce change or modify an audience
attitude, value, belief or actions.
OSuccessful communication is measured by
your ability to persuade others and move them
in the direction you choose.
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7 Cs OF COMMUNICATION
Completeness
Conciseness
Considerateness
Concreteness
Clarity
Courtesy
Correctness


Name of Institution THE FOUR Ss
Shortness

Simplicity

Strength

Sincerity
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NON - VERBAL
COMMUNICATION
Talking and listening with our eyes

[ Verbal 7%
[ Bodily movements & gestures
55%
[ Voice, Tone etc.
38%
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COMPONENTS OF BODY
LANGUAGE
KINESICS
Facial Expressions
Eye Contact
Gestures
Appearance
Head and Posture
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PARALANGUAGE
Its components are:
R Voice
R Pitch Variation
R Speaking Speed
R Pause
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How to Improve verbal
communication
Think and prepare before you speak.
Be brief and to the point.
Say the most important things first, to help
the person remember them.
Using positive words to challenge limiting
belief.
Asking the right questions.
cont..

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Always give the person the opportunity to
ask clarifying questions. If they dont
understand what you are asking, they
cant give you accurate information.
Reduce your usage of verbal pauses.
Avoid careless language.
Be explicit, Don't raise irrelevant points.
How to Improve verbal
communication
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What is inter personal
communication
Interpersonal communication is a special form of
human communication that occurs when we
interact simultaneously with another person and
mutually influence each other.

Simultaneous interaction means that the
communication partners are both acting upon
the same information at the same time.

Mutual influence means that both partners are
affected by the interaction
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COMPARING KEY DEFINITIONS
Term
Communication

Human Communication


Interpersonal
Communication
Definition
The process of acting upon
information
The process of making sense
out of the world and sharing that
sense with others.
The process of interacting
simultaneously and sharing
mutual influence with another
person.
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Human Communication: A two way
process
RX
TX
COMMUNICATION
FEEDBACK
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Communication as sharing
meaning
Two models of sharing communication
are:
Interactive Model
Transactional Model
Interactive model: use communication as
sharing meaning and adds off feedback
loop that links the receiver to the source
Transactional model: maintains that people
are senders and receiver of messages
simultaneously.

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PRINCIPLES OF INTERPERSONAL COMMUNICATION
Implication
Interpersonal Communication
Is Inescapable
Interpersonal Communication
Is Irreversible
Interpersonal Communication
Is Complicated
Interpersonal Communication
Is Contextual
You cannot communicate

Once a message is sent, you
cannot take it back.

You cannot completely
understand others.
Communication occurs in
psychological, relational,
situational, environmental, and
cultural contexts.
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THREE GOALS FOR INTERPERSONAL
COMMUNICATION

+ Make sure your message is understood
+ Make sure your message has the effect you
intended.
+ Make sure your message is ethical.
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CHARACTERISTICS OF INTERPERSONAL
RELATIONSHIPS
Interpersonal relationships..
Range from impersonal to interpersonal
Emphasize content and emotions
May be complementary or symmetrical
Are governed by rules
Evolve in stages.
Range from self-oriented to other-oriented.
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LISTENING AND HEARING
LISTENING
Listening is a learned communication skill so it
employs much more than hearing.

HEARING
Hearing is an automatic process that involves
the psychological repetition of sound.
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LISTENING PROCESS
OLevelling
OSharpening
OAssimilation
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WHAT IS LISTENING?
Sensing
Interpreting
Evaluating
Remembering
Responding
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MYTHS & REALITIES OF
COMMUNICATION
MYTHS
We Communicate
Consciously And
Deliberately
We Communicate
Primarily Through
Words
Words We Speak
mean The Same To
Everyone

Communication Is A
One Sided Process
Message Sent &
Received Are
Identical
REALITIES
We Communicate
UnConciously At All Times
Non-Verbally
We Communicate Most
Through Non Verbal, Signs,
Etc.
Meaning Of The Spoken
Words Lies More In The
Perception Of The Listener
It Is Essentially A Two Way
Process
Transmission and Reception
Of Message Can Never Be
Identical


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It really boils down to this; that
all life is interrelated. We are
caught in an inescapable
network of mutuality.


Martin Luther King Jr. 1967
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Name of Institution Defining Interpersonal
Communication

So far weve seen that interpersonal
communication is a primary way to meet a
range of human needs. We now want to
clarify what interpersonal communication is
so that we have shared understanding of
what it includes and means.
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Name of Institution What distinguish interpersonal
communication?

What distinguishes interpersonal
communication is the particular quality or
character, of interaction. This emphasizes
what happen between people, not where
they are or how many are present. For
starters, then, we can say that interpersonal
communication is a distinct type of
interaction between people.
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Name of Institution The Communication Continuum
Impersonal Interpersonal

It You Thou

These distinctions are captured in poetic
terms by philosopher Martin Buber (1970)
who distinguishes between three levels of
communication: I- It, I- You and I- Thou
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Name of Institution I-It Communication
In an I-It relationship, we treat others very
impersonally, almost as objects.
In I-It communication we do not
acknowledge the humanity of other
people; we may not even affirm their
existence.
Salespeople, severs in restaurants and
clerical staff often are treated not as
people but as instruments to take orders
and deliver what we want.
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Name of Institution I-you Communication
I-You communication, which accounts for
the majority of our interactions. People
acknowledge one another as more than
objects.
They dont fully engage each other as
unique individuals. For example: suppose
you go shopping and sales clerk asks,
May I help you? Chances are you wont
have a deep conversation with the clerk,
but might treat him or her as more than it.
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I-You relationship may also be more
personal than interactions with sales
clerks. For instance, we talk with others in
our classes and on our sports teams in
ways that are somewhat personal.
In the workplace the majority our
relationships are I-You.
We interact with peers, superiors and
subordinates within our job roles.
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I-Thou Communication
The rarest kind of relationship involves I-
Thou Communication. Buber regarded this
is as the highest form of human dialogue
because each person affirms the other as
cherished and unique.
When we interact on an I-Thou level, we
meet other in their wholeness and
individuality.
Instead of dealing with them as occupants
of social roles, we see them as unique
human beings whom we know and accept
in their totality.
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Also, in I-Thou communication we dont
mask ourselves: instead, we open
ourselves fully, trusting others to accept us
as we are with virtues and vices, hopes
and fears, strengths and weaknesses.
Buber believed that only in I-Thou
relationship do we become fully human,
which for him meant we discard the guise
we use most of the time and allow
ourselves to be completely genuine in
interaction.
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In I-Thou relationships, however, we
engage in being through which we reveal
who we really are and how we really feel.

For Buber, only I-Thou communication is
fully interpersonal because only in I-Thou
encounters do we met each other as
whole existential people.

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Name of Institution Models of Interpersonal
Communication
To gain that, well examine three models
of interpersonal communication to see
how thinking about interpersonal
communication has progressed over the
years.

Models are attempts to represent what
something is and how it works.
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Name of Institution 1. Linear Model
In 1948 Harold Laswell developed an
initial model of communication.
According to Laswells model,
communication is a linear, or one-way,
process in which one person acts on
another person.
Laswell didnt use a visual diagram to
represent his view of communication.
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Instead, he provided a verbal model that
consisted of five questions describing a
sequence of acts that make up
communication:
-Who?
-Says What?
-In What Channel?
-To Whom?
-With What Effect?
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Linear Model of Communication

Fig1.3 Shannon & Weavers Model
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Although early models, such as those by
Laswell and Shannon and Weaver are
useful starting points in thinking about
what interpersonal communication is and
how it works. These linear models have
three serious shortcomings.
Firstly, they portray communication as
flowing in the only one direction from
sender to receiver.
This suggests that listeners only listen;
they never send messages.
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Also, it suggests that speakers only speak:
they never listen or receive messages
from listeners.
The second weakness of linear models is
that listeners passively absorb senders
messages and dont respond.
The third deficiency of listen model is that
they represent communication as a
sequential set of actions in which
step(listening) follows an earlier
step(talking.)

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Name of Institution Interactive Model of
Communication
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Name of Institution 3. Transactional Model
To overcome the weakness of interactive
models, we need a model that emphasizes
the dynamism of interpersonal
communication and the multiple roles
assume during the process.
An accurate model would include the
factor of time and would depict other
aspects of communication- such as
messages, noise and fields of experience-
as varying over time rather than as
constant.
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Name of Institution Transactional Model of
Communication
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Name of Institution Definition of Interpersonal
Communication

Interpersonal communication is a
selective, systematic, unique and ongoing
process of interaction between people who
reflect and build personal knowledge of
one another and create shared meanings.

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Well discuss key terms in this definition so
that we have a common understanding of
interpersonal communication.
-Selective
-Systematic
-Unique
-Ongoing process
-Interaction
-Individuals
-Personal Knowledge
-Meanings
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Name of Institution Principles of Interpersonal
Communication

The definition of interpersonal
communication and our discussion of
reasons we communicate suggest eight
basic principles. Understanding these will
help you communicate more effectively in a
variety of contexts.

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We cannot not communicate
Communication is irreversible
Interpersonal communication involves ethical choices
Meanings are constructed in interpersonal
communication
Meta communication affects meanings
Interpersonal communication develops and sustains
relationships
Interpersonal communication is not a panacea
Interpersonal communication effectiveness can be
learned
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Name of Institution Guidelines for Interpersonal
Communication Competence
Five skills are closely tied to competence in
interpersonal communication:
Develop a range of skills
Adapt communication appropriately
Engage in dual perspective
Monitor your communication
Commit to effective and ethical
interpersonal communication
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INTERPERSONAL COMMUNICATION
STYLES

Assertiveness
Non-assertiveness
Aggressiveness

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Assertiveness is standing up for oneself ones
rights in such a way that the other persons right
are not violated.
Non-assertiveness is to fail to stand up for oneself
and ones rights effectively and also is an
expression of powerlessness.
Aggression is a form of negative personal power.
It is concerned with standing up for oneself and
ones rights in such a way that the rights of others
are violated.


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SEE-SAW OF BEHAVIOURS
SELF
OTHERS
AGGRESIVE
ASSERTIVE
NON-ASSERTIVE
Inflate ones ego
Incapacitate
Self
Empower Self
Fuel others
High handedness
Put down
Others
Empower
Others
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Interpersonal
Relationship Is Affected
By Interpersonal
Communication
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Relationship (IR)?
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Definition
Interpersonal relations determine the way a person behaves with others
It is the integration of people into work situations that motivates them to
work together productively and cooperatively for providing economic,
psychological and social satisfaction
Interpersonal relations evolve over a series of transactions and
instances between two or more individuals.
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Concept
The concept of interpersonal relations comes
from understanding others feelings and
attitude, thereby developing more respect for
people and accepting them as individuals
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Concept
Interpersonal Skill, Relationship Management
Skill, Behavioural Skill are just different names
for an ability to deal with people in a warm,
positive and result oriented manner
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Goals Of Interpersonal
Relations
To gain better understanding of ones
self
To broaden and sharpen sensitivity to
the feelings of others

To develop respect for others and
create a conducive environment
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Interpersonal Relationships
social associations
connections
affiliations
between two or more people
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DIMENSIONS OF INTERPERSONAL
RELATIONSHIPS
TRUST The degree to which we are comfortable disclosing personal
information about ourselves to another.
INTIMACY The degree to which individuals depend upon each other for
acceptance and confirmation of their self-image.
POWER The ability to influence another person in a desired direction.
Name of Institution Self Efficacy
Self Efficacy is I can belief .
Self Efficacy is defined as peoples beliefs
about their capabilities to produce
designated levels of performance that
exercise influence over events.
A strong sense of efficacy enhances human
accomplishment and personal well-being.
Success builds a robust belief in ones
personal efficacy.
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Why self-efficacy is important?
Self-efficacy beliefs influence peoples thought
patterns, emotions and actions (influence human
behavior) (Koul & Rubba, 1999).

Self-efficacy beliefs provide the foundation for
human motivation, well-being, and personal
accomplishment (Pajares, 2002).

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Personal Efficacy ( I Can Belief)
and Role Efficacy
Personal Efficacy is a generalised notion
while self efficacy is a subset and refers to
specific skill sets and competencies.
Role Efficacy is how confident a person
feels in approaching a role.
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Influences the choices people make
Course of action people pursue
Determines how much effort people expend
Influences the amount of stress and anxiety
individuals experience.
The level of accomplishment they realise.



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Strong efficacy beliefs create feeling
of certainty in approaching difficult
tasks.

Weak self efficacy fosters stress ,
depression, and a narrow vision of
how best to solve a problem.
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Identify the area of high and
low efficacy in your work
(Professional ) situation
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SELF DISCLSOURE
: A KEY TO
INTIMATE (Complete
Acceptance )
RELATIONSHIPS
Name of Institution Self Disclosure : A Dance
As per Paul Insel Self Disclosure has
been described as a Dance
Must be reciprocated at a mutually
regulated pace.
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Information about Self
Self
Description
Low Risk
Quality ( such as
age, favourite
food)
Self Disclosure
High Risk Quality
(ones fears , traumas
etc.)
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SELF DISCLOSURE AND RECIPROCITY
Reciprocity is the strongest norm of
disclosure.

Through reciprocal disclosure , one can
confirm other persons self concept and
also have ones self concept confirmed.

Through reciprocity, we gain information
and reduce uncertainty about the other
person.

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Self Disclosure : A fuel of
Intimate Relationships
According to Derelega, it plays
a major role in intimate
relationships.

Intimate Relationship implies
unconditional positive regard.
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Jourard, founding father of
self disclosure theory and
research :
Primary goal is
maintenance of ones
mental health.

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Goals of self disclosure
To gain knowledge about the other person
as well as about oneself.

Sense of support and confirmation of self
worth.
Acceptance of ones true self.
People become free, open and trusting of
others.
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Benefits of Self Disclosure
Increased accuracy in communication
People need to report both Facts and
feelings.
Reduction of stress
Relationships built on less than honesty
are built on sand,
Excellent method of repairing a damaged
relationship.
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Risks of disclosure
High degree of vulnerability.
True self may be rejected.
Too much or too little disclosure
can damage a relationship
(process of disclosure is confusing
and difficult )
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appropriate ?
UnderDiscloser :
Wants to remain
in control
OverDiscloser :
Wants someone
to take charge of
ones own life.
Golden Rule : Seek a Balance
Complete
Concealment
Complete Openness
Name of Institution Two Models of Self Awareness
Social Penetration Model ( Irwin Altman
and Dalmas Taylor )

Johari Window ( Joseph Luft and Harry
Ingham )
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Your Self with all its various dimensions. The pies represent
the breadth of your self , and the rings represent the depth.
SOCIAL PENETRATION MODELS
A
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An intimate relationship. Disclosure is complete. The inner
most circle is an individuals sense of self or the real self . It is
disclosed in an intimate relationship.
SOCIAL PENETRATION MODELS
D
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JOHARI WINDOW (Joseph Luft and Harry Ingham)
Known to self
Not known to self
K
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r


N
o
t

K
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o
w
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OPEN
BLIND
UNKNOWN HIDDEN
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HOW DISCLOSURE HELPS .
SELF DISCLOSURE
Awareness of self and
Awareness of others
Higher Self
Acceptance
LAYS THE FOUNDATION FOR HONEST RELATIONSHIPS
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Inter Personal Relationship
A state of Relatedness or
Connectedness between
people ( especially an
emotional connection )
Name of Institution Inter Personal Relationship
helps to .
To gain better understanding of ones
self.
To broaden and sharpen ones
sensitivity to the feelings of others.
To create a conducive working
environment.
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RELATIONAL
DEVELOPMENT
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Stages of interpersonal
Relationships
Relationships go through distinct
stages.
Interpersonal communication is used to
move a relationship forward.
Often a change in the relationship is
marked by Turning points.
(Specific events that signify or signal a
change in the stage of the relationship)
Turning points often trigger a discussion
among the partners about the nature of
relationship.

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Model of relationship development
(Escalation)
Stage Features
Pre-
Interaction
Awareness
(silent
Examination)
-Passive Strategy
Acquiring knowledge about
others
Initiation
stage
- Presenting a public self to
the other person.
Exploration -Information shared is
relatively more indepth.
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Intensificatio
n stage
Beginning of dependence
on other for self-
confirmation.
Intimacy
stage
Partners seek
confirmation and
acceptance of ones self-
concept
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Relational De-escalation
Turmoil/
Stagnation
Mutual Acceptance declines
De-
intensificati
on stage
Decrease the dependence
on the other for self-
confirmation.
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Relational De-escalation
Individualiz
ation Stage
Get to terms with reality
Separation
Stage
Intentional decision to
eliminate further interaction.
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Relational De-escalation
Post-
Interaction
Efforts may be needed to
rejuvenate ones sense of
self.
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Escalating Relationship
As relationship escalates

We become more trusting

Disclosure increase

Relationship becomes
Intimate ( Complete Acceptance )
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Maintaining Relationships
-As per researcher Steve Duck, the best
tool to sustain a relationship is TALK.

- Able to verify and confirm their
CONNECTEDNESS.

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Relational De-escalation
- Reduction in intimacy.
- Reduction in self-disclosure.
- Relationship may descend through
various stages before reaching
termination.
- Termination is not inherently bad.
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The primary goal of self disclosure is to
build strong and healthy interpersonal
relations.

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It is one of the most
beautiful compensations
of life that no man can
sincerely try to help
another without helping
himself first