Lecture Notes
Chapter 6: Interpersonal Communication at Work
Learning Objectives
6.1. Define interpersonal communication
6.2. Describe different kinds of workplace relationships
6.3. Explain the difference between professional and personal communication
6.4. Discuss professional etiquette in the workplace
6.5. Apply the KEYS approach to conduct yourself with professional excellence in
interpersonal communication in the workplace
Chapter Summary
Chapter 6 defines interpersonal communication and describes different kinds of workplace
relationships. It then explains the difference between professional and personal communication.
It also discusses professional etiquette in the workplace. Finally, it applies the KEYS approach to
professional excellence outlining how to improve interpersonal communication in the workplace.
Chapter Outline
I. Exploring Relationship Types at Work
A. Superior–Subordinate Relationships
1. Communicating Information
a. In the workplace, the superior is typically the higher-status person and
the subordinate is the lower-status person.
b. Interpersonal communication in the workplace is not limited to the
relational layer or only conveying status.
2. Semantic information distance refers to the difference in how employees and
employers view organizational issues or duties.
3. Upward distortion refers to the altering of messages sent from employees to
supervisors.
4. Messages are altered in one of four ways.
a. Gatekeeping occurs when some, but not all, of the information is
passed on to the supervisor.
b. Summarization occurs when the employee summarizes the messages
in a way that emphasis is placed on certain aspects of the message.
c. Withholding occurs when information is not passed on to the
supervisor.
d. General distortion occurs when the message is changed to serve the
subordinate’s purposes.
5. Supervisors must take steps to limit message alteration.
a. Limit the number of people a message travels through.
b. Go to the source of the message for clarification.
c. Keep communication channels open with subordinates and customers.
d. Never “shoot the messenger.”
6. Communicating With Your Supervisor
a. Ingratiation occurs when an employee acts warm and friendly toward
the supervisor; this can be an effective strategy.
b. Advocacy utilizes the simple persuasive technique of evaluating your
boss’s needs and preferences and then developing messages, arguments,
and proposals that line up with those needs and preferences.
B. Coworker Relationships
1. Common tasks are what bring you together and form that working relationship.
2. Coworker relationships may be based on needs.
3. A communication network is defined as “a group of individuals who regularly
share a line of communication.”
a. An organizational chart might show that certain employees are to
report to a specific supervisor.
b. Formal communication networks that utilize organizational charts are
so named because they are formally prescribed by the organization.
c. “White space” is the part of the organizational chart that has not been
prescribed.
d. Informal communication networks, another term for this white space,
is also known as the grapevine.
4. People or entities that your organization serves or provides products to are
known as customers.
a. External customers are external to the company.
b. Internal customers are the employees who need products and services
from other parts of the organization.
C. Customer–Client Relationships
1. Customer relations are the interaction between employees or representatives
of an organization or business and the people the organization sells to or serves.
2. Excellent customer service is ingrained in the organizational culture of
successful organizations.
3. Organizational cultures that foster excellent customer service provide quality as
defined by the customer, respond quickly, and are obsessed with listening.
II. The Line Between Professional and Personal
A. Romance in the Workplace
1. Developing personal relationships, affection, and trust with coworkers, clients,
and supervisors is good for your employer.
2. Many organizations have norms and/or policies that discourage or forbid
romantic relationships in the workplace.
B. Sexual Harassment
1. Equal Employment Opportunity Commission definition of sexual harassment
2. Sexual harassment is tied to communication excellence because it is a result of
communicative behaviors and sense making.
3. Continually monitor your own communication for comments or behaviors that
might be inappropriate.
4. Report inappropriate behavior to a supervisor and/or your human resources
department.
C. Communication Privacy Management at Work
1. Communication Privacy Management theory says privacy is regulated by
rules.
2. Each of us develop our own set of rules that helps us determine what
information we share or self-disclose.
3. Communication privacy management has an impact on communication about
sexual identity in the workplace.
III. Professional Etiquette
A. Professional Etiquette
1. Professional etiquette means practicing the behaviors of social etiquette or
good manners in a professional setting.
2. Be polite.
3. Respect your supervisors’, coworkers’, and customers’ time.
4. Turn off your cell phone in a meeting.
5. Be punctual.
IV. KEYS to Excellence in Interpersonal Communication in the Workplace
A. Know Yourself
1. Improve your interpersonal communication skills with coworkers and clients.
B. Evaluate the Professional Context
1. Become more audience centered and aware of how you come across to
coworkers and clients.
C. Your Communication Interactions
1. Make more genuine interpersonal encounters with coworkers and clients.
D. Step Back and Reflect
1. Reflect on your interpersonal communication with others.