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OBM155:
INTERPERSONAL COMMUNICATIONS FOR OFFICE PROFFESIONALS
INDIVIDUAL ASSIGNMENT:
MINDMAP FOR ALL CHAPTERS
PREPARED BY:
AINA BATRISYIA BT NOR HUZAIMAN (2019212734)
PREPARED FOR:
MADAM SITI FATIMAH MARDIAH BINTI HAMZAH
CHAPTER 1:
FOUNDATION OF INTERPERSONAL COMMUNICATION
Competence- ability to
communicate effectively as a Feedback Messages Feedforward messages
source and/or receiver
CHANNELS
SOURCE- MESSAGES • Medium through
Encoding- the act RECEIVER which messages pass
of producing
messages.
Decoding- the act NOISE Physical
ENCODING-
of understanding • Anything that
DECODING distorts the Semantic
messages
messages Physiological
Psychological
Physical CONTEXT
• Influence the form & ETHICS
Temporal contents of the
messages
Social-
psychological
Moral dimension of The rightness and
Cultural context
communication wrongness of
communication
Ever-changing Elements are ➢ TO LEARN- Learn about
Can be interpreted as interdependent yourself & external world
process
having more than 1 ➢ TO RELATE- To establish
meaning & maintain close
Exists in all
relationships
messages
➢ TO INFLUENCE-
A TRANSACTIONAL Influence attitudes of
PROCESS others
PURPOSEFUL ➢ TO PLAY- Tell jokes
AMBIGUOUS
SYMMETRICAL ➢ TO HELP- Console a
- 2 individual friend
mirror each
other’s behavior REFERS TO
INTERPERSONAL
RELATIONSHIP MAY CONTENT &
BE SYMMETRICAL/ RELATIONSHIP
COMPLIMENTARY
COMPLIMENTARY
-2 individuals
engage in different INEVITABLE,IRREVERSIBLE,
behaviors A SERIES OF
No clear cut UNREPEATABLE
beginning &
PUNCTUATED
✓ INEVITABLE- Communication can be prevented
ending EVENTS
✓ IRREVERSIBLE- What you have communicated remains
PUNCTUATION communicated; you cannot uncommunicated
-Tendency to divide the
communication transactions into ✓ UNREPEATABLE- Communication is unrepeatable because
stimuli & responses everyone & everything is constantly changing
• A process which you learn the rules & Culture- SENSITIVITY TO
ACCULTURATION norms of a culture different from your Specific DEMOGRAPHIC CULTURAL
CHANGES DIFFERENCES
native culture nature
• A process which you learn your own
ENCULTURATION
culture since born
A measure of how
valuable you think you
are Stimulation
SELF ESTEEM
Perceptual
A prediction that comes true Accentuation
because you act on it as if it was true Halo Effect
Depth Inactive
Listening Listening ❖ Paraphrases the
o Focus on both verbal & non-verbal messages. speaker’s meaning.
o Listen for both content and relational ❖ Express
messages. understanding of the
o Make special note of self-reflective statements. speaker’s feeling.
o Don’t disregard the literal meaning. ❖ Ask question.
CHAPTER 5: VERBAL MESSAGES
PRINCIPLES OF VERBAL MESSAGES
Meanings are in people, not words Objective definition
Denotation
No word or message will mean the Connotation Subjective/Emotional
same thing to two different people meaning
Different words,
Same meaning Snarl Words (-ve) “He’s a pig,”
BYPASSING Meanings
Message
Same words, Are Purr Words (+ve) “They’re the
Different meaning Meanings
Denotative
Are in greatest,”
&
People
Acknowledges & Connotative
accepts other person Use I-messages
Increased self- Make sure your facial
CONFIRMATION Messages Messages
esteem expression/feelings is positive
Can Confirm Can
Disagree/reject the REJECTION Name the behavior you’re
and Criticize &
person’s ideas praising
Still recognize the person Disconfirm Praise
Take culture into consideration
Ignores the other’s presence
& communication DISCONFIRMATION Own your thoughts & feelings
Lowered self-esteem OFFENSIVE LANGUAGE Be clear
Avoid ordering/correcting
Consider the context of the criticism
HETEROSEXISM
GUIDELINES FOR USING VERBAL MESSAGES EFFECTIVELY
View labels rather than Judge whole based on Descriptions based
things or people as they experience with part on thing you observe
exist
III. Distinguish
1. Extensionalize: II. See the between facts &
Avoid intentional individual: inferences:
orientation Avoid alness Avoid fact-
inference confusion
No real interaction
PRINCIPLE OF No genuine interaction
DIALOGUE One speaks, No real concern
MONOLOGUE one listens Concerned only his/her goals
Ineffective communication
PRINCIPLE OF TURN REQUESTING CUES= Let the speaker know you’d like to take turn as speaker
TURN-TAKING LISTENER
TURN DENYING CUES= Indicate reluctance to take the speaker’s role
CUES
• To indicate agreement/disagreement
BACK-CHANNELING • To indicate the degree of involvement
CUES • To pace the speaker
• To ask for clarification