Class: BSc Sem 5
Subject : Business Communication
Chapter: Unit 2 Chapter 3
Chapter Name: Interpersonal communication
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Today’s Agenda
1. Definition
1. Interpersonal v/s intrapersonal communication
2. Interpersonal need perspective in organisation
2. Methods to establish interpersonal communication
1. Conversations
2. Managing emotions
3. Johari window
4. Transactional analysis
3. Effective interpersonal communication
3. Styles of communication
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1 Define Interpersonal Communication
Interpersonal communication involves the information, ideas, and feelings being exchanged verbally or non-
verbally between two or more people.
It is the process where both the form and content of communication reflect the personal characteristics of the
individuals as well as their social roles and relationships.
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1.1 Interpersonal v/s Intrapersonal Communication
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Interpersonal need perspective in
1.2 organisation
Everybody in an organization has interpersonal needs. These needs differ from person to person and
situation to situation. Identification of these needs would help in developing interpersonal compatibility.
William Schutz identified 3 interpersonal needs:
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Interpersonal need perspective in
1.2 organisation
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Interpersonal need perspective in
1.2 organisation
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Interpersonal need perspective in
1.2 organisation
Interpersonal communication helps both the sender & the receiver in gaining information about each other
and also dissipating information through both verbal and non verbal cues. Some of the key functions of
interpersonal communication are as follows:
Gaining information
Building a context of
understanding
Establishing identity
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Methods to establish Interpersonal
2 communication
Johari
Window
Transactional
Conversations
analysis
Methods
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2.1 Conversations
Conversations are a valuable business tool. It helps people to relate on emotional, personal and intellectual
levels
Greeting Introduction
The Conversation process
Closing Exchange
Summary
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2.2 Managing emotions
Emotional intelligence plays a major role in interpersonal relations as it involves understanding empathising
and managing emotions in order to handle relations efficiently and effectively. It helps in overcoming conflicts,
efficient and effective negotiation, showing leadership and getting better results.
Following are some aspects of emotional intelligence working on which will result in effective interpersonal
communication.
1. Understanding Self
As the name suggests, it involves understanding one's own emotions and feelings. Self-awareness is especially
important for stressful and undesirable situations.
2. Managing Self
It is the ability to use self-awareness and helps one stay flexible and adapt to the situation. High self-
management can help in controlling emotional impulses not related with work.
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2.2 Managing emotions
3. Developing Empathy
Showing a sincere interest in the other person, trying to understand their needs and situation, their perspective
and feeling, results in a better conversation which in turn helps in arriving at proper conclusion and resolving
the matter.
4. Building Relations
Relationship building is a vital part of maintaining a connect with others which helps in collaboration on
projects and other works.
5. Self-Disclosure
Disclosure is seen as another useful strategy for sharing information with others as it induces intimacy and
strengthens the relationship.
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2.3 Johari window
Johari window is a useful tool to
evaluate self-disclosure. It
indicates the amount of
information a person knows about
the self and how much others
know about the person. The
window contains four panes,
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2.3 Johari window
Advantages of self disclosure
When one person There is a risk if the person
discloses personal would respond favorably
information it leads to or not to the information.
other person doing the There is a risk of the other
same, thereby forming person taking undue
Risks of self disclosure
stronger bonds. This is advantage of the
know as norm of information.
reciprocity.
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2.4 Transactional analysis
Transactional analysis is a powerful tool to improve interpersonal communication skills of people in
organisations. It has wide applications in clinical, therapeutic, organisational and personal development,
encompassing communications, personality, relationships and behaviour. It can be used effectively to
understand the interactions of people and to improve the human social- interpersonal communication
environment in organisations.
Berne's starting point was that when two people encounter each other, sooner or later, one of them will speak
to the other. This is called the transaction stimulus. The reaction from the other person is called the transaction
response.
Based on these stimulus and response, he identified three ego states –
1. Parent ego states
2. Adult ego state
3. Child ego state.
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2.4 Transactional analysis
1. Parent ego state:
The parent ego state reflects the values, attitudes and behavior of figures of authority, especially Parents.
The person could either be a critical or commanding parent Who is strict and always gives instructions, such
as 'do this, 'don't do that, behave in this manner and so on. This person keeps a look out to ensure that be
other one does not get into any trouble.
Physical behavior patterns to identity a person in a parent state could be: angry or impatient body language
and expressions, finger-pointing, worried look, caring expression.
Verbal expressions could be: always, never, judgemental words, critical words, instruction words such as do
this and don't do this.
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2.4 Transactional analysis
2. Adult Ego State
The adult ego state represents the rational part of personality. he person is logical, rational, willing to discuss to
find solutions to problems, understands the other person's needs and responds according.
Physical behavior pattern to identify a person in a parent ego state could be: attentive, interested straight-
forward, tilted head, non-threatening.
Verbal expressions could be: Why, what, how, who, where and when, how much, in what way, comparative
expressions, reasoned statements, true, false, probably, possibly, I think, I realize, I see, I believe, in my
opinion.
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2.4 Transactional analysis
3. Child Ego State
The child ego state reflects the experience and conditions of early childhood. It may be manifested in three
ways. A natural child is the epitome of innocence, wide eyed, smiling, winning peoples hearts. The adaptive
child is slightly artificial with the ability to manipulate and attract attention. There is also the little philosopher
who is curious, inquisitive, experimenting and exploring nev possibilities to learn new things.
Physical behavior pattern to identify a person in a child ego state could be: emotionally sad expressions,
making innocent faces, throwing tantrums, rolling eyes, teasing, delight, laughter, speaking, squirming and
giggling, inquisitive, experimenting.
Verbal expressions could be: Baby talk, I wish, I want, I don't care, oh no, not again, may superlatives words
expressing surprise and wonder.
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2.4 Transactional analysis
Berne classified three types of transactions:
• It occurs when the ego states complement each other, resulting in
Complementary transaction a positive exchange. The response must go back from the
receiving ego state to the sending ego state.
• In case of crossed transactions, there is a high possibility of a
Crossed Transaction negative conversation that may later result in confrontation or bad
feeling.
• In an ulterior transaction, two messages are conveyed at the same
Ulterior Transaction time. One of these is an overt or social-level message, the other a
covert or psychological-level message.
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Effective Interpersonal
3 communication
The following are the tips of how to make interpersonal communication effective:
1. Be interested
2. Listen first
3. Be emotionally intelligent
4. Select the appropriate word
5. Be sensitive to non-verbal communication
6. Ask questions
7. Be assertive
8. Be patient
9. Learn from interactions
10. Establish meaningful work relationships
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Styles of
4 communication
• Assertive communication is a way • Passive communication refers to
of expressing your point of view avoiding saying what one thinks
in a way that is clear and direct and feels.
without being aggressive or
passive.
Assertive Passive
Passive –
Aggressive
aggressive
• Passive-aggressive behavior is • Aggressive communication is
defined as behavior that is described as expressing your
seemingly accidental, or neutral feelings and opinions strongly and
but that indirectly displays an as they occur.
unconscious aggressive motive.
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