The document discusses interpersonal communication and the skills needed for effective interpersonal interactions. It defines interpersonal communication as speaking and listening to another person. It describes the Johari window model which represents the open, blind, hidden, and unknown aspects of one's awareness and how they relate to intrapersonal and interpersonal communication. The document outlines several important interpersonal communication skills such as self-awareness, listening, understanding nonverbal cues, giving and receiving feedback, asking questions, being assertive, disagreeing agreeably, and closing interactions positively.

1. 11. INTERPERSONAL
COMMUNICATION

2. Introduction
 Interpersonal communication is defined as speaking
to and listening to another person in alternation and
thinking concurrently.
 It is the process of interacting with another person.
 Every communication situation like
interview, meeting, conference, presentation requires
a combination of interpersonal communication skills.
 Interpersonal communication is strongly influenced by
each individual’s intrapersonal communicaton.

3. RELATION BETWEEN
INTRAPERSONAL AND
INTERPERSONAL COMMUNICATION
KNOWN TO NOT KNOWN
SELF TO SELF
KNOWN TO 1. 2.
OTHERS OPEN BLIND
NOT KNOWN 3. 4.
TO OTHERS HIDDEN UNKNOWN

4. JOHARI WINDOW
The Johari Window indicates the relationship between
intrapersonal and interpersonal communication. It is
named after the first names of its inventors, Joseph Luft
and Harry Ingham. The “window” with four panes
represents the four aspects of a person’s awareness :
open, blind, hidden and unknown. The lines dividing the
four panes move as an interpersonal relationship
progresses.

5. 1. The “open” pane represents things that both I know
about myself and that you know about me.
2. The “blind” pane represents things that you know
about me but that I am not aware of.
3. The “hidden” pane represents what I know about
myself but you do not know. As acquaintance and
trust between me and you grows, I may feel
comfortable about disclosing more personal details
about myself. This process is called “Self-disclosure”.
4. The “unknown” pane represents things about me
that I nor you are aware of.

6. COMMUNICATION SKILLS
There are four verbal communication skills; two are
encoding skills: speaking and writing; two are decoding
skills: listening and reading. There is a fifth skill which is
crucial to both encoding and decoding: thought or
reasoning and competence in dealing with emotion or
feeling. This is intrapersonal. Language skill affects a
person’s ability to analyse one’s own purposes and
intentions and the ability to express oneself. Our
communication skills deficiencies also limit the ideas
that are available to us and limit our ability to think.

7. Skills needed for
interpersonal communication
Certain skills are required for interpersonal communication. The first thing to
do is to clarify to oneself the purpose of communication and be sure of what
outcome one desires, so that one can aim at it and work towards it. The
following are the various skills needed for interpersonal communication :-
1. Self-Awareness
2. Self Control
3. Clear and Pleasant Speech
4. Good Manners and Etiquette
5. Listening
6. Understanding of Non-Verbal Behaviour
7. Feedback
8. Asking Questions
9. Assertiveness without Aggression
10. Expressing Disagreement without being Offensive
11. Summarising
12. Closure and Taking Leave

8. Self-Awareness
 Knowledge of one’s own attitudes, prejudices and
perceptions.
 Competent handling of one’s intrapersonal communication is
required for effective interpersonal communication.
 Unawareness of the attitude may lead the communication to
fail inspite of other communication skills.

9. Self Control
 It takes time and patient practice to gain self control.
 One should not speak without thinking the effect of one’s
words on others.
 Self confidence is required to remain cool and composed.
 Holding one’s tongue is difficult, but if one has the ability to
maintain peace and keep silent then one can save a great
deal of energy.

10. Clear and Pleasant
Speech
 This is the primary requirement of successful interpersonal
communication.
 Some tips to be pleasant in speech are as follows :
1) Make eye contact.
2) Vary the voice to avoid monotone.
3) Be brief and to the point.
4) Ask questions.
 Some ways to ensure that one appears comfortable to be with:
1) Move and speak slower , lower and less. Avoid high arm
gestures.
2) Refer to common places, backgrounds and experiences.
3) Bring out other person’s best side.
4) Do not make suggestions or requests when they are acting in
an inappropriate way.

11. Good Manners and Etiquette
 An important situation that everyone needs to be able to handle
gracefully is introducing both oneself and other persons.
Another is being able to give and receive a compliment with
grace.
1.) Introducing :
(a) Introductions are the few moments in which critical first
impressions are made on all sides.
(b) Personal impressions are made within 20-30 seconds.
(c) Business introductions are based on hierarchy.
(d) An elected official comes before a non-official.
(e) Introduce a junior executive to a senior executive.
(f) Client comes before anyone in an organisation.

12. 2.) Introducing oneself :
(a) Always say both one’s name and
surname.
(b) Be clear and concise.
(c) Construct an interesting , easy to
remember and yet professional
introduction.
3.) Paying Compliments:
(a) Compliment is an expression of
appreciation.
(b) It should be temperate.
(c) It should be expressed in a positive,
sincere and friendly manner.
(d) It should have no other motive than to
recognize someone for something special.

13. 4.) Responding to Compliments
(a) Acknowledge the compliment.
(b) Thank the person graciously.
(c) Respond positively.
(d) Do not feel embarrassed or rebuff the
compliment .
(e) Even a simple “thank you” and smile can
create a circuit of positive energy.

14. Listening
 The following will help in exercising listening skills :-
a) A broad mind to tolerate various styles of speaking.
b) Thorough knowledge to topic of conversation.
(c) Genuine desire to reach satisfactory conclusion.
 A good listener concentrates on speaker’s line of interest.

15. Understanding of Non-
Verbal Behaviour
 When people speak, they say a great deal by body language.
 One must listen with eyes as well as with ears.
 Words and body language must match.
 Good interpersonal skill depends on control and command of
one’s body language.
Feedback
 Most delicate and difficult skills of interpersonal communication.
 It requires tact, honesty and self-control.
 Both parties should understand and appreciate each other’s
point of view.

16. 1. Giving feedback
(a)Give feedback immediately or soon after the event.
(b) Give feedback in a positive manner.
(c) Be specific and not general.
(d) Be descriptive not evaluative.
(e) Give feedback only on those aspects which the person can
control and correct.
(f) Be sure of your own motive in giving feedback.
2. Receiving Feedback
(a) There is a difference between receiving feedback and
getting feedback.
(b) Seek and receive feedback with genuine desire to
improve.
(c) Be non-defensive.
(d) Listen attentively.
(e) If vague feedback is offered, seek clarifications.
(f) Think over the received feedback.

17. Asking Questions
 Questions are a powerful tool in dialogue.
 They must be asked for clarification in a non-threatening tone.
 They must show genuine desire to understand better.
 They should be asked in a positive and comfortable style.
 They can be asked to get advice.
 They can be asked to know about the other person’s feelings.
 One should ask open-ended questions.
 One should always repeat back what the other person
answered to avoid misunderstanding.

18. Assertiveness without
Aggression
 Assertiveness is self-controlled, conscious, reasonable and
cultivated behaviour.
 True assertive behaviour removes unhealthy competition.
 It requires self-knowledge, understanding of one’s own skills
and limitations , a sense of self-worth and recognition of one’s
own and other person’s rights and responsibilities.
 Assertive persons are neither over-bearing nor timid while
aggressive persons are over-bearing.
 Assertive persons try to find solutions and try to reach
constructive compromise that gives everyone something.
 Being assertive helps to achieve a “win-win” outcome.

19. Expressing Disagreement
without being Offensive
 It is easy to become aggressive if one disagrees with
someone’s statement.
 If one is assertive, one can express disagreement without
being offensive.
 When one disagrees, instead of keeping silent or responding
aggressively, one should try to be positively assertive.
 If someone is making a verbal attack, one should not interrupt ,
counter or counter attack.

20. Summarising
 It must be done in one’s own words.
 It is a restatement without any comment.
 It must be spoken in an objective tone and manner.
 It demonstrates that one has understood the statements and
also helps to be objective and clear.

21. Closure and Taking Leave
 Always end a communication event on a pleasant note.
 Main points and conclusions should be summarized.
 Mention any unsettled issues.
 Pleasant closing remarks , expression of thanks and farewell
greeting.
 A cheerful and pleasant tone can relax the mood and mark the
conclusion of business.

22. Conclusion
 Interpersonal communication is interacting with other person.
 It is affected by our intrapersonal communication.
 The Johari window explains the process of communication.
 Four panes of Johari window represent the open, the blind, the
hidden and the unknown areas of oneself.
 Communication skills needed for interpersonal communication
are : self awareness, self-control, clear and pleasant speech,
good manners, listening skills, understanding non-verbal
behaviour, feedback, skills of asking questions, being assertive
without aggressiveness, expressing disagreement tactfully,
summarizing and leave taking.

23. Thank You.