chapter 13 summary

Chapter 13 Interpersonal and Collaborative Messages

Interpersonal communication is important because of the functions its achieves. Whenever we engage in communication with another person, we seek to gain information about them. We also give off information through a wide variety of verbal and nonverbal cues. Read more about the various functions of interpersonal communication and then complete the interactive activity and the quiz at the end of this unit.

One reason we engage in interpersonal communication is so that we can gain knowledge about another individual. Social Penetration Theory says that we attempt to gain information about others so that we can interact with them more effectively. We can better predict how they will think, feel, and act if we know who they are. We gain this information passively, by observing them; actively, by having others engage them; or interactively, by engaging them ourselves. Self-disclosure is often used to get information from another person.

We also engage in interpersonal communication to help us better understand what someone says in a given context. The words we say can mean very different things depending on how they are said or in what context. Content Messages refer to the surface level meaning of a message. Relationship Messages refer to how a message is said. The two are sent simultaneously, but each affects the meaning assigned to the communication. Interpersonal communication helps us understand each other better.

Another reason we engage in interpersonal communication is to establish an identity. The roles we play in our relationships help us establish identity. So too does the face, the public self-image we present to others. Both roles and face are constructed based on how we interact with others. Finally, we engage in interpersonal communication because we need to express and receive interpersonal needs.

The Business Relationships is extremely important, when it comes to the customer; the general idea that comes into our minds is that the customer is a person who is involved in the buying or purchasing activity. So we can say that customers are the source of income for the business whether the business is small or large. The main goal of every business is to earn profit. How does the business earn profit? That is important. Profit can be earned through selling the products or services without any relationship with the customers and in the same way it can be earned through the relationship with the customers. The beneficial technique is the second form because in this way businesses build relationships with the customers and simultaneously sell the products or services because business is not a one time transaction or activity it is the continuous process for which the relationship of both the customer and business does matter. It is not only beneficial for the present but as well as the future prospects. The main thing, which is very important for every business is to understand the customer ever-changing needs and provide all things that they demand. In this way businesses can make more loyal customers. So in the other words we can say that a strong loyal customer relationship is the cornerstone of every successful business. When you develop a lasting relationship with customers, they return for more business, and refer others to your business. Most businesses fail to realize the power of word-of-mouth. One of the best ways to run a good business as well as keep the clients happy is to build a strong relationship with your clients. There are some points, which should be kept in mind by the business people for better relationship with the customers. One of the best ways for business owners to build a strong relationship with their clients is to know them by name and address them as such whenever they contact them. Although it is important to discuss business matters at length with your clients it is also a wise idea to make small talk with them as well. You should inquire with your customers from time to time with regards to how your business is doing overall. Ask your clients if there is anything you should consider changing to make your business more favorable to their needs. Provide quality products and/or quality services. You cannot build any sort of a relationship with a customer until you have a quality product or quality services, which differentiate you from the others competitors or at least these should at par with your competitors in this way there is no reason for them to go to your competitors. When customer will see that you are working hard for them then they will give you more business in this way the quality relationship will grow. Send clients and customers thank you notes for significant purchases. In this way the customer will think that they are special people, which is helpful for generating the loyalty with the business. Offer a free gift with purchase. Patrons love free things. You would be amazed at how much your customer relationship can grow by simply giving out a free pad of paper or key chain, I’ve done all of the above to hold on to every one of my customers and it definitely paid off, after working in the sales field for several years I managed to take my customer with me to every property that I went to, that made me valuable to the industry and easily hirable.