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OT Notes - Y10 (WK 12)

Interpersonal communication involves the exchange of verbal and non-verbal messages between people. It includes a sender encoding a message, a channel for transmitting the message, a receiver for decoding the message, and potential noise that can interfere. Face-to-face communication allows both parties to interpret body language and facial expressions. Barriers to effective communication include physical barriers, emotional barriers, assumptions, ambiguity, and inattention.

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57 views21 pages

OT Notes - Y10 (WK 12)

Interpersonal communication involves the exchange of verbal and non-verbal messages between people. It includes a sender encoding a message, a channel for transmitting the message, a receiver for decoding the message, and potential noise that can interfere. Face-to-face communication allows both parties to interpret body language and facial expressions. Barriers to effective communication include physical barriers, emotional barriers, assumptions, ambiguity, and inattention.

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Raul Prasad
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We take content rights seriously. If you suspect this is your content, claim it here.
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INTERPERSONAL

COMMUNICATION
WHAT IS INTERPERSONAL
COMMUNICATION?

Interpersonal communication is the process by which


people exchange information, feelings, and meaning
through verbal and non-verbal messages: it is face-to-
face communication.
PROCESS OF INTERPERSONAL
COMMUNICATION

It is the process of exchange which includes : The Sender , The Message, The
Channel and The Receiver
The Channel does only involve speech or information
conveyed but also the non-verbal messages exchanged
such as Facial Expressions, Body Language , Tone of
Voice and Gestures
Receiver

The Receiver of the message


The Sender encodes a
processes the information into
message to either persuade
understanding(decoding)
or inform

Feedback which the message sent from


the receiver to the sender in response to
the original message.
Sender
The Sender encodes a message to either persuade or
inform
The Channel does only involve speech or information conveyed but also
the non-verbal messages exchanged such as Facial Expressions, Body
Language , Tone of Voice and Gestures
The Receiver of the message processes the information into
understanding(decoding)
Feedback which the message sent from the receiver to the
sender in response to the original message.
NOISE

It refers to anything that interfere the message, so that


what is received is different from what is intended by
the speaker.
Physical Noise: Semantic Noise: Physiological Noise:
Type of noise you are Occurs due to confusion Occurs when a bodily
function distracts you
most familiar with , it caused by ambiguity in
Examples;
is sound words and sentence Headaches , Blurry
Example; Dragging of structure. Vision, etc…
chairs, telephone
rings , etc…
IMPORTANCE OF INTERPERSONAL
COMMUNICATION

Interpersonal Communication is a key skill in role of Receptionist, such skill include


the way a Receptionist’s
Greets customers and staff members
Portray First Impressions of the Organization
Find out the needs of the customer
Able to have a decent conversation with the customer when the situation calls for it
Make the Client feel their Importance towards the Organization
Converse with Knowledge to a wide range of Clients
FACE TO FACE SITUATION

It is essential and allows for a better exchange of information since both speaker and
listener are able to see and interpret body language and facial expressions.
 Greet the visitor with a smile and be courteous
 A common greeting is Goodmorning/Goodafternoon /Goodevening . How may I
help you?
 Make small talk short
 Find out the callers needs
 Find out his/her names are and remember it
 If a client may wish to see a particular staff member , attend to this immediately
 If client is expected to wait for a staff member , show him/her where to wait.
CLARITY OF SPEECH

Communication successfully depends on effective


use of communication strategies and behaviors,
words, facial and movement, tone of voice, even
clothing and situations. It forms a symbol system
that must be quicky translated by those
communicating there is no communication unless
a mutual sharing of meaning takes place.
VERBAL COMMUNICATION

 A form of communication in which a


message is transmitted verbally,
communication is done by word, mouth
and piece of writing.
 Objective of every communication is to
have people understand what they’re
trying to convey.
NON VERBAL COMMUNICATION

 A form of communication without words, it includes


facial expressions, eyes, touching, tone of voice, as
well as dress code: ACTIONS SPEAKS LOUDER
THAN WORDS.
LINES OF COMMUNICATION
Formal Upward Communication (Bottom Up)
Formal Downward Communication (Top Down) Upward communication is the process by which lower-level
Operates in the same direction as the Hierarchical company employees can directly communicate with upper
Structure of the Business management to provide feedback, complaints or suggestions
regarding the day-to-day operations of the company
LINES OF COMMUNICATION

Horizontal Communication Information Communication

is informal and formal communication between Flows on a grapevine – all staff members
personnel in departments of the same receives some information on what is happening
hierarchical level through casual telephone calls or conversations
on whats been heard from other personnels in the
organization.
BARRIES TO THE
COMMUNICATION PROCESS

Physical Barriers
Emotional Barrier
Competing sounds, poor eye sight , tiredness,
When we feel deeply we cannot
inadequate ventilation , stress ,poor health &
communicate coherently.
other physical discomforts.
BARRIES TO THE
COMMUNICATION PROCESS

Assumptions and Jumping to Inattention


Competition for attention from all that
conclusions is going on around us makes it
It is important to listen to the extremely difficult to concentrate
full message to make proper solely on communication. People tend
judgements. to become selective to avoid suffering
Ambiguity and abstractions overuse from information overload.
Leaving things half said or using too
many generalizations can lead to
misinterpretation of information
QUESTIONS…
I. WHY IS INTERPERSONAL COMMUNICATION SKILL
AN IMPORTANT FACTOR TO THE RECEPTIONIST
ROLE?
II. DESCRIBE THREE BARRIERS TO THE PROCESS OF
COMMUNICATION?
III. DESCRIBE TWO BENEFITS OF FACE TO FACE
COMMUNICATION?
IV. Identify the four lines of communications?
V. WHAT ARE THE TWO CHANNELS USED IN
COMMUNICATION?
THANK YOU :)

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