Unit – 1

COMMUNICATION:
It is a process of creating and sharing ideas, information, views, facts, feelings from one person
another person or group to another.
There is an exchange of meanings, ideas, opinions, facts, and emotions when we are
communicating.

OBJECTIVES OF COMMUNICATION:
Here we are going to mention some of the common objectives of communication.

1) Building Awareness
This is one of the most important things that you need to know about for sure. Building
awareness is essential for businesses and people these days. Most companies these days want
to make sure that they can spread the message about their products and services in the best
way.

2) Providing Information or Educating

Now here are another one of the most important objectives that people need to know about
communication for sure. When your client is seeking something, you need to ensure that you
can provide them with the exact things. This is where you need to communicate with them to
make them realize that you can provide them with information and other essential things as
well. Describing and explaining your agenda to provide more information can work in your
favour.

3) Creating Interest
some clients have an interest in the product or are just familiar with the product or service. So,
you need to ensure that they can move from awareness of the product to show great interest in
it. This is something that you can achieve with the help of communication. When you are
properly communicating with the clients, they will be able to understand the need for the
product and hence will show an interest in it.

4) Motivating People/Audiences
Either you are running a business, or channelizing any social or educational endeavour’s
Businesses can use different means such as workshops, lectures, meet-ups, talks, films, etc. for
motivating people.

5) Promoting the brand, product or service

Publicity, marketing, advertising, public relations, product releases, customer education, etc.
are the parts of the promotion strategy, and communication plays the most significant role in
channelizing all the activities. So, when it comes to discussing the objectives of
communication, we ought to say here that communication is the base of all sorts of promotional
and branding activities of individuals, businesses or brands. The way you communicate with
your target audiences decides how productive your relationship is with them.

6) Organizing Resources
There are different resources such as financial resources, human resources, material resources,
etc. are integral parts of an organization, and communication serves an essential role in
organizing all these resources. So, while discussing the objectives of communication,
understanding the role of communication in overcoming the challenges associated with the
well-ordered channelization of different resources is quite essential for the managers and
business owners.

7) Offering better Coordination

It is again one of the most crucial objectives of communication when it comes to the effective
and efficient management of an organization. With the right use of communication strategies,
managers can link different functional departments of an organization is a result-driven
manner. It also plays a significant role in accomplishing organisational goals in a well-
coordinated manner.

8) Increasing Efficiency
For increasing the efficiency of the workforce, the managers must communicate the right
practices, strategies, and things at the right time in a best-personalized manner. Effective
communication strategy serves this most adeptly. So, increasing the efficiency of the workforce
along with the overall organization is one of the most fruitful objectives of communication that
ultimately get converted into increased productivity, sales and profits.

9) Harmonious Relationship b/w Management & Workers

Communication is the prime force that can make or break things either on the personal front or
on the organizational front. So, when it comes to objectives of communication, its role in
ensuring the harmonious relationship between management and workers cannot be ignored.
Here, your communication strategy needs to ensure the unbiased and hassle-free flow of
information in the whole organization, so the productivity keeps on increasing.

10) Job Satisfaction of the Employees

When businesses or HR managers ensure an environment where employees are allowed to
speak their minds to express their viewpoints, desires, and demands, the job satisfaction level
of the employees will for sure be on the higher side. Communication strategies are essential for
ensuring this. When employees feel full freedom in expressing themselves, they stay more
motivated, and hence they will for sure be more satisfied.
PROCESS OF COMMUNICATION:
The process of communication refers to the transmission or passage of information or message
from the sender through a selected channel to the receiver overcoming barriers that affect its
pace.
The process of communication is a cyclic one as it begins with the sender and ends with the
sender in the form of feedback. It takes place upward, downward and laterally throughout the
organization.
The process of communication as such must be a continuous and dynamic interaction, both
affecting and being affected by many variables.

DIFFERENT ELEMENTS IN PROCESS OF COMMUNICATION:

There are 7 important steps in process of communication.
1. Sender
2. Message
3. Encoding
4. Channel
5. Receiver
6. Decoding
7. Feedback

SENDER

FEEDBACK MESSAGE

DECODING ENCODING

RECEIVER CHANNEL
Sender:
The very foundation of communication process is laid by the person who transmits or sends
the message.
He is the sender of the message which may be a thought, idea, a picture, symbol, report or an
order and postures and gestures, even a momentary smile. The sender is therefore the initiator
of the message that need to be transmitted.

Message:
Message is referred to as the information conveyed by words as in speech and write-ups, signs,
pictures or symbols depending upon the situation and the nature and importance of information
desired to be sent. Message is the heart of communication.
It is the content the sender wants to covey to the receiver. It can be verbal both written and
spoken; or non-verbal i.e., pictorial or symbolic, etc.

Encoding:
Encoding is putting the targeted message into appropriate medium which may be verbal or non-
verbal depending upon the situation, time, space and nature of the message to be sent. The
sender puts the message into a series of symbols, pictures or words which will be
communicated to the intended receiver.
Encoding is an important step in the communication process as wrong and inappropriate
encoding may defeat the true intent of the communication process.

Channel:
Channel(s) refers to the way or mode the message flows or is transmitted through. The message
is transmitted over a channel that links the sender with the receiver. The message may be oral
or written and it may be transmitted through a memorandum, a computer, telephone, cell phone,
apps or televisions.
Since each channel has its advantages and disadvantages, the choice of proper selection of the
channel is paramount for effective communication.

Receiver:
Receiver is the person or group who the message is meant for. He may be a listener, a reader
or a viewer. Any negligence on the part of the receiver may make the communication
ineffective. The receiver needs to comprehend the message sent in the best possible manner
such that the true intent of the communication is attained.
The extent to which the receiver decodes the message depends on his/her knowledge of the
subject matter of the message, experience, trust and relationship with the sender.
The receiver is as significant a factor in communication process as the sender is. It is the other
end of the process. The receiver should be in fit condition to receive the message, that is, he/she
should have channel of communication active and should not be preoccupied with other
thoughts that might cause him/her to pay insufficient attention to the message.
Decoding:
Decoding refers to interpreting or converting the sent message into intelligible language. It
simply means comprehending the message. The receiver after receiving the message interprets
it and tries to understand it in the best possible manner.

Feedback:
Feedback is the ultimate aspect of communication process. It refers to the response of the
receiver as to the message sent to him/her by the sender. Feedback is necessary to ensure that
the message has been effectively encoded, sent, decoded and comprehended.
It is the final step of the communication process and establishes that the receiver has received
the message in its letter and spirit. In other words, the receiver has correctly interpreted the
message as it was intended by the sender. It is instrumental to make communication effective
and purposeful.

Barriers of communication:
Linguistic Barriers
The language barrier is one of the main barriers that limit effective communication. Language
is the most commonly employed tool of communication. The fact that each major region has
its own language is one of the Barriers to effective communication. Sometimes even a thick
dialect may render the communication ineffective.

Psychological Barriers
There are various mental and psychological issues that may be barriers to effective
communication. Some people have stage fear, speech disorders, phobia, depression etc. All of
these conditions are very difficult to manage sometimes and will most certainly limit the ease
of communication.

Physical Barriers to Communication

They are the most obvious barriers to effective communication. These barriers are mostly easily
removable in principle at least. They include barriers like noise, closed doors, faulty equipment
used for communication, closed cabins, etc. Sometimes, in a large office, the physical
separation between various employees combined with faulty equipment may result in severe
barriers to effective communication.

Cultural Barriers of Communication

As the world is getting more and more globalized, any large office may have people from
several parts of the world. Different cultures have a different meaning for several basic values
of society. Dressing, Religions or lack of them, food, drinks, pets, and the general behaviour
will change drastically from one culture to another.

Organisational Structure Barriers

As we saw there are many methods of communication at an organizational level. Each of these
methods has its own problems and constraints that may become barriers to effective
communication. Most of these barriers arise because of misinformation or lack of appropriate
transparency available to the employees.

Attitude Barriers
Certain people like to be left alone. They are the introverts or just people who are not very
social. Others like to be social or sometimes extra clingy! Both these cases could become a
barrier to communication. These employees can cause severe strains in the communication
channels that they are present in. Certain personality traits like shyness, anger, social anxiety
may be removable through courses and proper training. However, problems like egocentric
behaviour and selfishness may not be correctable. Some people have attitude issues, like huge
ego and inconsiderate behaviours.

Perception Barriers
Different people perceive the same things differently. This is a fact which we must consider
during the communication process. Knowledge of the perception levels of the audience is
crucial to effective communication. All the messages or communiqué must be easy and clear.
There shouldn’t be any room for a diversified interpretational set.

Technological Barriers & Socio-religious Barriers

Other barriers include the technological barriers. The technology is developing fast and as a
result, it becomes difficult to keep up with the newest developments. Hence sometimes the
technological advance may become a barrier. In addition to this, the cost of technology is
sometimes very high.
Most of the organizations will not be able to afford a decent tech for the purpose of
communication. Hence, this becomes a very crucial barrier. Other barriers are socio-religious
barriers. In a patriarchal society, a woman or a transgender may face many difficulties and
barriers while communicating.

10 COMMUNICATION PITFALLS

1. Lack of clarity :- Be crystal clear about what you want to achieve from your communications and
what organisational or business changes you are seeking to impart. Each message should have a
purpose - don’t simply communicate for the sake of it. Without an objective, you won’t achieve
anything.
2. Using only one communications channel:- Each individual has their own preference about how
they are communicated with. As a result, it is important to look at your communications strategy
in an integrated fashion and employ the best channel for the job. This means using a variety of
formats, which includes verbal, visual, written, mobile and online.
3. Employing a one-size-fits-all approach: - A one-size-fits-all approach to communication does not
work so tailor messages to take the composition of your audience into account. It will be made
up of individuals of different levels, ages and backgrounds and your communications should
reflect this.
4. Failing to take advantage of face-to face meetings: -Communicating with people on a face-to-
face basis is one of the most powerful ways to do it and it generally works very effectively,
 particularly when what has to be said is challenging or potentially controversial. It is often less
open to misinterpretation and gives employees the opportunity to ask questions and get direct
feedback.
5. Top-down communication: -Communication shouldn’t be a one-way process with employers
simply talking to employees. Instead, there should be a free flow of information from one party
to another so that people at different levels can feed in their views and respond to each other.
6. Failing to explain the context: -Never assume that workers have full knowledge of the
background behind each communication. This means that messages should not be passed on in
isolation but put into context so that they don’t get lost. Such a process might involve outlining
where the message sits within the company’s overall strategy or planned activity over the year
ahead.
7. Using jargon or dwelling on technicalities: -Without being patronising, the most effective way to
communicate is by using the audience’s own language, which includes employing terms that they
understand. The use of jargon and drilling down into technicalities makes things over-
complicated and can inhibit understanding. Communication should be simple and concise.
8. Simply passing on information without giving the audience time to process it: -To ensure that
members of your audience thoroughly understand the messages being given to them, they must
be given the opportunity and the tools to work out what the information means for
themselves. As a result, providing links to further information or instructions on the company
intranet, for instance, can prove useful. By actively engaging in the communication, staff will
absorb more of the message.
9. Delivering messages in a haphazard way: -Communications should take place at regular intervals
so that messages are reinforced and resonate. Key messages should likewise be conveyed clearly
to all staff at the same time or mis-communication is likely to be rife and untruths will spread on
the grapevine.
10. Measuring the impact of communication: -All communications activity should be measured and
evaluated to understand the return on investment. Measuring the impact of internal
communications is crucial at a time when all expenditure has to be justified.

NON-VERBAL COMMUNICATION:
Nonverbal communication is the transfer of information through the use of body language
including eye contact, facial expressions, gestures and more. For example, smiling when
you meet someone conveys friendliness, acceptance and openness. Everyone uses nonverbal
communication all the time whether they know it or not.

Nonverbal communication types include facial expressions, gestures, paralinguistics such as

loudness or tone of voice, body language, proxemics or personal space, eye gaze, touch,
appearance.

Types of Nonverbal Communication:

1) Facial expression
2) Gestures
3)Body Language and Posture
4) Eye Gaze
5) Appearance

Facial Expression:
Facial expressions are responsible for a huge proportion of nonverbal
communication.1 Consider how much information can be conveyed with a smile or a frown.
While nonverbal communication and behavior can vary dramatically between cultures, the
facial expressions for happiness, sadness, anger, and fear are similar throughout the world.

Gestures:
Deliberate movements and signals are an important way to communicate meaning without
words.2 Common gestures include waving, pointing, and using fingers to indicate numeric
amounts. Other gestures are arbitrary and related to culture. These nonverbal signals are seen
as being so powerful and influential that some judges even place limits on what type of
nonverbal behaviors are allowed in the courtroom.
Body Language and Posture:
Posture and movement can also convey a great deal of information. While these nonverbal
behaviors can indicate feelings and attitudes, research suggests that body language is far more
subtle and less definitive than previously believed.

Eye Gaze:
The eyes play an important role in nonverbal communication and such things as looking,
staring and blinking are important nonverbal behaviors. Looking at another person can indicate
a range of emotions including hostility, interest, and attraction.
People also utilize eye gaze as a means to determine if someone is being honest. Normal, steady
eye contact is often taken as a sign that a person is telling the truth and is trustworthy.
Appearance:
Our choice of color, clothing, hairstyles, and other factors affecting appearance are also
considered a means of nonverbal communication.8 Research on color psychology has
demonstrated that different colors can evoke different moods. Appearance can also alter
physiological reactions, judgments, and interpretations.
Finally, Nonverbal communication plays an important role in how we convey meaning and
information to others, as well as how we interpret the actions of those around us. The important
thing to remember when looking at such nonverbal behaviors is to consider the actions in
groups. What a person actually says along with his or her expressions, appearance, and tone of
voice might tell you a great deal about what that person is really trying to say.
How Silence effects in Communication?
In recent years, researchers have suggested that silence is not simply an absence of noise or
doesn’t mean ‘nothing’ but constitutes a part of communication as important as speech. There
are basically two types of silences. They are:
1) Constructive Silence
2) Destructive silence
Constructive silence moves a conversation or discussion forward. Destructive silence shuts
down communication and creates barriers that discourage speakers from expressing their
thoughts.

Here are three reasons to use silence in your communication:

1)Communicate better: Many of us talk too much. All of us occasionally can be guilty of
overtalking a subject to the extent that our point is missed. Silence forces us to shut up and get
our message across in fewer words. Ironically, fewer words can result in a clearer, stronger
message.

2)Hear what’s really being said: Keeping our tongue quiet frees us up to listen to our
partner. When we’re not running off at the mouth, we can focus on what the other person is
saying, plus pay attention to their nonverbal communication.

3)Reach resolution faster: The goal of communication should be to share information

and reach a decision, not to win. Being silent at times not only reduces the noise but also speeds
up resolution.
It's important to keep in mind that silence can be misused, too. Some people use it to express
anger; others to hurt or punish their partner. It’s commonly used in abusive relationships. But
silence can be used for good as well as bad. So don’t let any negative experiences with silence
keep you from using one of the best forms of communication.
It does take some courage to use silence as a communication tool, and it’s not always easy to
do. Ironically, we can feel more comfortable and safer if we keep talking. It’s risky to leave
our words hanging without further explanation or defense. But there’s power in that silence,
too.
Give silence a try. It can take some practice to learn how and when to use it correctly, so be
patient and give yourself some time to learn. But when you do learn how to use silence
effectively, look out. Your communication will become much more powerful.

COMMUNICATION STYLES:

Some situations will call for certain styles, or you might find that one style is particularly
effective with one employee, while another works better for someone else.
Styles can be combined, and people use styles different than their default one based on who
they are communicating with.
There is no point in inflexibly using only one style to communicate with every single person
you encounter throughout the workday, though some styles are generally more effective than
others.

1.Assertive communication style

This is considered to be the most effective communication style.
A person using this style is confident in their convictions but makes sure that they do not belittle
or steamroll others in the conversation.
They do not resort to manipulation or pushing limits, rather they seek compromise and
consensus through active listening and clearly expressing their wants or needs.
Assertive communicators tend to have naturally high self-esteem, and they do not veer into
passive or aggressive communication.
A hallmark of assertive communication is the use of "I" statements, such as "I feel as though
you interrupting me during the client meeting undermined my expertise," rather than "You need
to be quiet during client meetings since you insist on interrupting constantly".
This style of communication is recommended in most business settings.
Calm, measured, and positive, many situations can be handled, and problems solved, by
proactively using assertive communication.
How can you become a more assertive communicator?
Speak from a place of confidence. If you’re not a naturally confident person, fake it ‘till you
make it! You know best what you need to be successful, trust in yourself.
Consider both your needs and the needs of those you are communicating with. Try to be
solution-oriented, positive, and sensitive to the other person’s point of view.
Take a look at your verbs. Don’t sugarcoat things or soften them. Say "will" instead of "could"
or "should". Think of how different these two sentences sound: "I will take the lead on this
project." vs. "I could take the lead on this project."
How can you effectively work with an assertive communicator?
Give them the space to talk. They will let you know their ideas and their solutions, you just
need to listen and give them the chance to communicate.
Ask them what they think, and do not dismiss them if they are critical. If they think you are
wasting their time, they will not bother being helpful to you.
Expect them to ask for your thoughts as well. They want a conversation and are solution-
oriented. Bring your own solutions and criticisms and expect there to be a respectful
conversation.

2. Aggressive communication style

This communication style can be hostile, threatening, and comes from a place of wanting to
win at all costs.
An aggressive communicator behaves as if their contribution to the conversation is more
important than anyone else, and the content of their message is often lost because of the tone
of their delivery.
This type of communication can result in people feeling belittled, steamrolled, and intimidated.
In some cases, they may reactively push back at an aggressive communicator, not because the
communicator is incorrect, but simply because the delivery of the message is so unpleasant that
they instinctively disagree.
This type of communication has been observed in some business leaders, who can control their
style enough to come across as bold, rather than domineering, but that takes skill.
In day-to-day operations, this is not a style that will endear someone to their colleagues, and it
is advised that this style is avoided in most cases.
How to adjust your aggressive style to communicate better
The confidence of an aggressive communicator is very close to the self-assurance of the
assertive communicator. The big difference is that an assertive communicator values the other
person’s feelings, where an aggressive communicator does not. Switch your style by
considering how your request - and the way that you deliver it - will affect the person you’re
speaking to.
Take a look at your body language. Aggressive communicators use physical proximity, tone of
voice, and gestures to underline their power in the conversation. This is not going to help your
communication succeed. Step back, and tone it down. Colleagues will respond much better to
a new, calmer conversational style.
Change your point of view. You don’t want to ‘win’ the conversation, you want to solve the
problem. There’s a much better chance of doing so if you work with others.
How can you effectively work with an aggressive communicator?
This is a tough one. Aggressive communicators are notoriously difficult to work with. If you
are unable to help them adjust their style, then prepare yourself for their blunt tone and
unpleasant delivery.
If you are in a position that you can advise the person on their behavior, introducing them to
the communication styles, and the advice given above on adjusting it, could be a fruitful
conversation.
Get them down to business immediately, and try to streamline the conversation so that it
doesn’t wander off into unpleasant or irrelevant topics.

3. Passive communication style

This type of communication is also known as the submissive communication style. Another
way of describing it is the "people-pleaser" type.
This type of communication is self-effacing, conflict-avoidant, and easy-going.
That’s not to say that a passive communicator is always happy - in fact, this style of
communication can lead to resentment building up over time because the person is unable to
clearly communicate their opinions, needs, and wants.
Passive communicators tend to step back and let other, more assertive or aggressive, people
lead the way.
They can find it difficult to effectively express themselves, and want to avoid confrontation at
all costs. This can directly lead to their good ideas never being heard, or for miscommunications
to come up.
In business, this style of communication can be used in reaction to aggressive communication,
especially when handling a client or other person with whom other styles of communication
are not working.
However, within a team or department, managers should work to help passive communicators
access a more assertive style, so their valuable insights and ideas do not get passed over.
How to adjust your passive style to communicate better
Be confident in the value of your contributions. If this is difficult for you, try the fake it ‘till
you make it advice we gave above for those hoping to become more assertive. Start small and
build your confidence.
Learn the value of "No". You can only take on so much work, and being able to set healthy
workplace boundaries will help you be able to make sure your plate is not being overloaded by
those looking to take advantage of your people-pleasing nature.
You’re already good at compromise, but make sure that you are not compromising everything.
Look for solutions where everyone can win, and offer them up.
How can you effectively work with a passive communicator?
Directly ask their opinions on subjects. Give them space within the conversation to offer their
views, and allow them the time to properly express them.
Do not dismiss their ideas. They are working hard to build their confidence, if an idea won’t
work, point out the value of the idea and highlight the positive aspects of it, rather than cutting
them down with a short "Well, that won’t work."
Keep conversations positive and solution-oriented. Don’t be angry or confrontational, that will
cause them to shut down completely.

4. Passive-aggressive communication style

This style of communication, like the name suggests, combines aspects of both passive and
aggressive communication styles.
The passive exists on the surface, while the aggressive simmers beneath.
Outwardly, the communicator seems sweet and easy-going, but they are operating from a place
of anger and resentment.
This bubbles up and can be shown through using sarcasm, being patronizing, starting rumors,
or gossiping.
Their frustration comes out through these indirect routes, but they will have the same effect as
someone who is straightforwardly aggressive; colleagues will not want to work with them.
This style tends to be very toxic in the workplace, spreading discontent and resentment
throughout the team or department.
There are no times that this style of communication is appropriate in a business setting. If there
are communicators in your organization that default to this style, it is key that they are helped
to readjust to a less disruptive style.
How to adjust your passive-aggressive style to communicate better
Pinpoint where your anger comes from. Do you feel like your team doesn’t listen to you? Do
you feel like your contributions are overlooked? Find out the issue, and communicate this with
your manager.
Look at your motivation when communicating. Are you coming from a place of wanting to
help solve the problem, or are you lashing out? Adjust how you approach conversations and
try to focus on positive, solution-oriented statements instead.
Understand that business relationships can be complicated. Confidently and consistently
approaching conversations in a positive and pleasant manner can improve your work life
dramatically. You can’t control how people act towards you, but you can control how you react
to them. Changing the style of communication can bring a sea change to your relationships at
work.
How can you effectively work with a passive-aggressive communicator?
Try to understand their motivations, if possible. If there is an outside force causing them to
communicate this way, then it could be within your power to help solve that problem. Do they
consistently use this style when dealing with an aggressive communicator? Does this only
happen when they are faced with short deadlines? Think about what is causing this to happen.
Don’t meet them with the same style. It can be tempting to respond in kind, but that continues
an unhealthy cycle of communication. Instead, focus on assertive communication. If you offer
responses that highlight their contribution, offer win-win solutions, and do not belittle them,
they will see the value of a different type of communication style.
Focus on their message and rephrase it in an assertive manner. Change the tone while
demonstrating the communication style you would prefer their message to be delivered in.

5. Manipulative communication style

This style of communication uses cunning, deceit and influence to control the outcome of the
conversation, and thus the actions of the people around them.
Manipulative communicators rarely say what they mean, instead they will bury their real goals
within layers of obfuscation to get their way without the other person even realizing it.
This style is often characterized as insincere and patronizing, and when people realize that they
have been played by a manipulator, they will not respond well to that person in future
communications.
While some manipulation could come in useful in a customer-facing role where there is a need
to calm down an irritated client, this style will lead to some clashes within teams or departments
if one employee is using it consistently.
Where possible, a manipulative communicator should be steered into assertive communication.
Manipulator knows what they want to achieve and has clear goals, they are just not taking the
best path to get there. By prioritizing everyone’s needs, not just their own, they could achieve
better results without upsetting colleagues.
How to adjust your manipulative style to communicate better
Work on being more direct with your wants and needs. Practice asking directly for what you
would like, and having grace if the answer is not what you would like.
Understand that this style of communication quickly breeds resentment among colleagues. As
you adjust your style, expect them to be a bit wary of your motivations! Be consistent in your
change, and remember to look for solutions that benefit everyone, not just you.
Stay away from using emotional arguments. Be factual, precise, and direct in your
communication.
How can you effectively work with a manipulative communicator?
As with an aggressive communicator, you should endeavor to steer them into assertive
communication. You could try redirecting them when they try to use emotional arguments, not
allowing them to derail the conversation towards their own goals and doggedly sticking to the
topic of the conversation.
Don’t respond to them with criticism, rather use the assertive restating tactic to clarify what
they are saying while demonstrating the way you wish them to say it. You will have to be
vigilant with these types of communicators that they do not sneakily introduce their agenda
into conversations.
Use your patience and stay calm during conversations. Stand strong in your convictions and
they will see that you are not an effective target for their communication style. By firmly but
politely refusing to allow them to manipulate you, they will adjust their approach.
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INTERPERSONAL COMMUNICATION:
Interpersonal communication is the process of exchange of information, ideas and feelings
between two or more people through verbal or non-verbal methods.
It often includes face-to-face exchange of information, in a form of voice, facial expressions,
body language and gestures. The level of one’s interpersonal communication skills is measured
through the effectiveness of transferring messages to others.
Commonly used interpersonal communication within an organization include daily internal
employee communication, client meetings, employee performance reviews and project
discussions. In addition, online conversations today make a large portion of employees’
interpersonal communication in the workplace.
THE IMPORTANCE OF INTERPERSONAL COMMUNICATION
1.Problem solving
Interpersonal communication skills are necessary because they allow people to discuss
problems and weigh the pros and cons of alternatives before coming up with the final solution.
For example, brainstorming exercises are situations in which interpersonal communication
comes into play as it is very important that everyone feels respected and free to share their
voice, ideas and views.

2. Alignment with business goals

Poor communication between employers and employees can harm the business in many ways.
When managers and leaders are unable to clearly communicate tasks, workers can quickly
become frustrated and disconnected with the business goals.
Moreover, many employees say that their managers don’t give them clear directions and goals
for their work.
Therefore, managers should be able to, with proper online and offline communication as well
as the right internal communication tools, continuously align employees with the business
strategy.

3. Trust
Lack of trust and transparency are some of the most common causes of poor workplace
communication.
Interpersonal communication skills are crucial for improving trust and workplace
communication, and all employees, especially business leaders, should therefore improve
communication with their employees.

4. Change management
Good interpersonal communication is very important during change management efforts within
organizations.
Effective employee communication helps employees better understand the change, align with
it and collaboratively work towards implementing the change successfully.

5. Company culture
Interpersonal relationships, especially when executed well, are important for an organizational
culture to thrive.
When employees possess good interpersonal communication skills, organizational culture
becomes more synergic and positive. With bad interpersonal relationships, on the other hand,
negativity, confusion, and conflicts become inevitable.
This ultimately ruins the work environment, reduces employee productivity, and adversely
affects the company's bottom line.

6. Employee recognition
Good interpersonal communication drives more employee recognition. When employees have
good interpersonal relationships with each other and their managers, they are more likely to
recognize each other’s’ good work and give constructive feedback.

7. Workplace miscommunication
Managers who maintain professionalism, open workplace communication and a positive
attitude are more likely to be seen as approachable by their employees.
When employees feel like they can speak openly with decision-makers, workplace
miscommunication, gossip and rumors are much less likely to happen.

8. Personal relationships
Interpersonal skills are extremely important for creating and maintaining meaningful personal
relationships in the workplace.
People with good interpersonal communication skills can, therefore, build healthy relationships
with their colleagues and work much better as a team.

9. Effective management and leadership

The ability to foster interpersonal relationships, establish trust and communicate clearly are all
crucial skills for an effective leader.
When a manager has poor interpersonal communication skills, they can expect to irritate and
confuse employees. In fact, there is a greater need for managers to work on their interpersonal
skills than there is for the average employee.

10. Employee success

Good interpersonal communication skills are also necessary for managers to help their
employees do their jobs successfully. Leaders need to be able to pass on the right skills to the
employees that will enable them to perform their tasks and achieve business goals.
Moreover, they should be the ones to teach their employees interpersonal communication
skills.

11. Conflict management

Conflict is normal in the workplace, and we can’t always expect from our employees to resolve
conflicts in a calm and timely manner. When conflicts like this arise, interpersonal
communication becomes crucial for resolving them.
Conflict management cannot happen without effective interpersonal communication. In fact,
all conflict management strategies that use communication to soften situations in stressful
environments are much more successful.

12. Career development

As many employers are looking for workers with good communication skills, continuous
improvements of interpersonal communication skills can bring career progressions for many
employees.
In addition, the increasing prevalence of communication technologies means that employees
and communicators now have to adapt to the new employee communication trends.

10 Must-Have Interpersonal Communication Skills

Communication – oral, speaking capability, written, presenting, listening
Courtesy – manners, etiquette, business etiquette, gracious, says please and thank you,
respectful
Flexibility – adaptability, willing to change, lifelong learner, accepts new things, adjusts,
teachable
Integrity – honest, ethical, high morals, has personal values
Interpersonal skills – nice, personable, sense of humor, friendly, empathetic, positive
Attitude – optimistic, enthusiastic, encouraging, happy, confident
Professionalism – businesslike, poised
Responsibility – accountable, reliable, gets the job done, resourceful, self-disciplined,
common sense
Teamwork – gets along with others, agreeable, supportive, helpful, collaborative
Work Ethic – hard working, loyal, initiative, self-motivated, on time

Effective interpersonal communication would help make the communication process effortless
and smooth.

Transparency
As the leader of the team if you are not transparent in what you do, interpersonal
communication can never be effective.

Mutual channels to interact

• Personal presences and action.
• Visual/ non-verbal communication.
• Words: person to person, groups
• Messages in written format.
• Telephone, fax and email.

Clarity in communication
As a leader subordinate or peer, you should keep in mind that preciseness and clarity in what
you communicate as important because if you are not clear interpersonal communication would
fail.

Feedback
It essential in communication so as to know whether the recipient ha understood the message
in the same terms as intended by sender and whether he agrees to that message or not.

Intrapersonal communication:
Intrapersonal Communication is a type of communication that occurs within oneself. It can be
spoken, written, or just random thoughts. It can all occur in your mind. It is like a discussion
or a way of reaching out in the mind.
Intrapersonal communication occurs every time. We discuss our wellbeing, health, happenings,
imaginative thoughts, and whatnot. It can be positive or negative with the bubbling’s of
thoughts. All the rethinking and overthinking are intrapersonal communication. Healthy
communication can make us feel relaxed and rejuvenate us after a very long, stressful, and
tiring day. We sometimes put ourselves in imaginary situations and yes, that is also a part of
intrapersonal communication.

Types of Intrapersonal Communication

Whether we say something or not, it automatically conveys a message to the persons
surrounding us or the communication can be with our self all in mind.
There are three major sorts of Intrapersonal Communication.

1. Self-Awareness
It is very important to understand how you see yourself about others. This intrapersonal
communication determines your beliefs, ideas, values, and attitudes. Your attitude is connected
to the values you own. And values are based on your core beliefs.

2. Perception
The perception aspect makes you stand out from others. How you see others and how you
perceive others is filtered by your self-concept. We judge ourselves and other people so easily,
that’s how we do intrapersonal communication. You are supposed to make your own rules and
accept yourself with blind eyes. One need not be biased but need to take care of their own
identities.

3. Expectations
This is one of the most important intrapersonal communications. We always expect something
in our future and also about others’ future too. Some people expect something big in life and
keep working hard for the expectations to become reality. Sometimes we expect too much and
then it leads to disappointments. The long-time expectations of yours are the reflections of
learning lessons one received from the environment.

ETIQUETTE OF COMMUNICATION:
DEFINITION:
Business etiquette is a set of general guidelines for managers and behaviour in a professional
setting that allows professionals to feel comfortable and safe at work or in other professional
settings.

TYPES OF ETIQUETTES:
Workplace Etiquette:
These rules deal with your behaviour at the office. Culture and expectations differ from
company to company, so what's rude at one workplace may be normal at another.
For instance, HubSpot is dog-friendly, so my co-workers frequently bring their pups in with
them. At a traditional office, showing up with Rover would probably annoy your colleagues --
and may even get you in hot water with upper management.
Figure out what's acceptable and what's not by reading your company handbook, paying
attention to how the executives behave (and following suit), and sticking by the standard rules
(such as "Don't heat up excessively smelly foods in the break room.")

Table Manners and Meal Etiquette:

There's far more to dinner and meal etiquette than knowing which fork to use. Luckily, once
you've memorized these rules, you'll be well-equipped for any eating situation.
I can't even begin to cover them here -- you should read a book on meal etiquette or watch
some videos for a full briefer -- but every professional should know the following:
➢ Put your napkin in your lap when you sit down
➢ Order items in a similar price range to your dining companions
➢ Don't start eating until everyone has received their food
➢ Pass condiments and dishes from left to right rather than reaching across the table
➢ Chew with your mouth closed
➢ Don't snap your fingers at your server
 ➢ After the meal is over, partially fold your napkin and put it to the left of your plate
Professionalism:
Being professional means contributing to a pleasant, productive, and inclusive: work
environment. Professionalism includes an entire range of behaviours; however, here are the
most standard:
Keeping your word: When you make a commitment -- whether it's big or small -- keep it. If
you know that will be impossible, give the other person as much notice as possible.
➢ Being punctual: Show up on time (or early).
➢ Remaining calm: Even in heated situations, do your best to stay cool.
➢ Acting flexible: Sometimes you'll have to stay late, show up early, change plans, move
meetings, and more to make things work. Unless this is happening all the time,
accommodate these changes without raising a stink.
➢ Using diplomacy: There will be people you don't like -- prospects, co-workers, or both.
Be kind and amiable anyway.
➢ Accepting constructive criticism: Throughout your career, others will offer feedback.
If you're closed off to it, you'll not only harm your professional rapport, you'll also lose
valuable opportunities to improve.
Communication Etiquette:
A large majority of our relationships hinge on good communication. Not sure what those
entails? Let's break communication etiquette down into three categories:
1. Phone Etiquette
Don't speak too loudly or too softly. If you're worried about your volume, ask, "How am I
coming across? Do you need me to talk more or less quietly?"
Never interact with your phone while you're with someone else. Keep it stashed in your pocket
or bag at all times.
If you're on a conference call and you're not speaking, mute yourself so the others aren't
distracted by the outside noise.
2. Email Etiquette
Aim to answer internal emails within one day and external emails within three days.
Avoid overusing exclamation marks and smiley faces.
Default to "Reply" over "Reply All."
Check with each party before you make an introduction.
3. In-Person Etiquette
Steer clear of complimenting someone's appearance, since this can make people feel
uncomfortable.
Maintain eye contact 60% to 70% of the time.
Match their speaking volume.
Show interest in what they're saying.
Meetings Etiquette:
Meetings are an important aspect of business communication that allow teams to share ideas,
discuss strategy, and get on the same page about projects and priorities. Below are some
strategies for maintaining proper meeting etiquette, whether you're meeting in-person or
virtually:
Send a meeting agenda around when you invite people to attend so they can prepare for the
discussion in advance
Be mindful of time zones and the daily schedules of the people you're inviting when setting a
time so nobody has to attend a meeting too early or too late in the day.
Set up lunch or ask people to bring lunch if your meeting is scheduled during a typical lunch
hour.
Introduce new team members or first-time meeting attendees to the larger group.
In-Person Meetings Etiquette
➢ Give attendees up to five minutes to settle in before diving into the agenda.
➢ Follow or set a clear agenda so people have time to think about contributions and ideas
before presenting.
➢ Call on everyone who wants to participate in the discussion, or go around in a circle so
everyone can speak.
➢ Don't speak too loudly so as not to disturb people working around you.

virtual meetings etiquette

➢ look at the camera -- not your own face or theirs -- so you seem like you're making eye
contact.
➢ shut the door and make sure you're not interrupted by your pets, children, roommates,
significant other, etc.
➢ before your meeting, check the area in camera range for inappropriate or overly
personal items.
➢ if you're the meeting facilitator, make sure all participants have the chance to speak or
present ideas, even if they're tuning in remotely.

Exchange Theory - Gateway for Interpersonal Communication :

Social exchange theory is a psychological theory developed by George C. Homans in the
1950’s which states that a relationship is determined by the cost and benefits that a person
may incur or receive during a relationship. The nature of the relationship could be of any sort
such as a romantic relationship, parental relationship, friendship, sibling relationship etc.
The communication theory of social exchange says that people communicate with others with
the expectation that their communication will be equally reciprocated.5 For example, if you
reach out to someone at a networking event, you might assume that they will respond with
the same desire and enthusiasm.
Assumptions of this theory: -

• Social exchanges are characterized by interdependence, that is, the ability to obtain
profits in a relationship is contingent on the ability to provide others with rewards.
• Social exchanges are regulated by norms like reciprocity, justice, and fairness.
• Trust and commitment result from the emergent experiences of individuals within
relationships and help to stabilize relationships over the longer term.
• This theory claims that reward is the major determinant in any relationship and the
motive behind forming any social bonding; the more rewarding a relationship, the
longer it is likely to sustain.
• Social expectations vary from person to person as people shape their expectations of
others based on their past experiences, schema, and their perception of the world and
their sense of self.

Implications for Social Exchange Theory: -

This theory has huge prospects as this can be applied extensively in the field of social
psychology, sociology, organizational setups and studying interpersonal relationships.
However, it can comprehensively be applied to three areas of study:
1. Psychological level: This is where the theory can be put to use to facilitate an efficient
decision-making process.
2. Economic level: Here the cost and benefits incurred through the social exchanges are
viewed in terms of tangible resources such as money or products and services.
3. Relational level: Where this economic theory can be used to assess interpersonal
relationships.

Acclaims and Criticisms for Social Exchange Theory: -

• Although the social exchange theory is a great leap in further understanding the
nature of human behaviour and social relationships, it doesn’t hold good in every
social situation; especially the concept of equity as we may easily come across people
who, for various reasons would choose to stay in a relationship even if they have more
to give than to receive from it.
• The critics also point out that this theory is very mechanical and assumes a rational
standpoint on relationships, discounting the complexity of human interactions. Many
theorists also disagree with how self-oriented and reward-based the theory is.
• Despite the criticisms, the social exchange theory has indeed opened a portal of
discussion to understand human interactions and relationships at a deeper level and
provide implications for various fields of study.