UNIT – II

INTERPERSONAL COMMUNICATION

Interpersonal communication refers to the exchange of information, feelings, and meanings

between two or more people through verbal and non-verbal methods. It is direct, face-to-
face communication that can happen in personal, social, or professional contexts.

The Four Main Communication Styles

1. Assertive Communication
Expressing thoughts, feelings, and needs openly and respectfully without
hurting others.
Assertive Communication means expressing your thoughts, feelings, needs,
and opinions openly, honestly, and respectfully, while also considering the
rights and feelings of others.
Example: “I understand your point, but I feel we should try this approach because it may
save time.”

Key Features of Assertive Communication:

 Clarity – clearly expressing what you think or feel.
 Respect – respecting your own rights and the rights of others.
 Confidence – communicating with self-assurance.
 Honesty – being truthful without being rude.
 Balance – finding a middle path between passivity and aggression.

Characteristics:
 Clear and confident tone
 Good eye contact
 Respects both self and others

2. Aggressive Communication
Expressing needs and opinions in a forceful, hostile, or disrespectful way.
 Aggressive Communication is a style of communication where a person
expresses their thoughts, feelings, or needs in a forceful, hostile, or dominating
way, often at the expense of others’ rights, feelings, or opinions.
Example: “You’re wrong, and this is the only way we’re going to do it!”

Key Features of Aggressive Communication:

 Dominating – trying to control or overpower others.
 Disrespectful – ignoring or dismissing others’ opinions and feelings.
 Harsh tone – often loud, sarcastic, or rude.
 Blaming/criticizing – using “you” statements like “You never listen!”
 Intimidating body language – pointing fingers, glaring, standing too close.

o Characteristics:
 Loud or harsh tone
 Interrupting others
 Focuses only on own needs

3. Passive Communication
Avoiding expressing personal thoughts or needs, often to please others or avoid
conflict.
Passive communication is a style of communication where a person avoids
expressing their true thoughts, feelings, or needs. Instead, they put other people’s
needs above their own, often to avoid conflict, confrontation, or rejection.
Example: “It’s okay… I’ll go along with whatever you decide.”

Key features of Passive Communication:

 Avoids expressing needs/opinions – often keeps quiet even when they disagree.
 Prioritizes others over self – lets others’ opinions, choices, and needs dominate.
 Fear of conflict – avoids confrontation or disagreement.
 Soft or apologetic tone – speaks in a hesitant, low, or submissive voice.
 Poor eye contact – may look down or avoid direct eye contact.
 Body language – slouched posture, nervous gestures, withdrawn.
  Overuse of phrases like “It doesn’t matter,” “I’m fine with anything,” even when
not true.
 Difficulty saying “No” – agrees to things they don’t want to do.
 Suppressed feelings – builds resentment or stress over time.

o Characteristics:
 Soft voice, hesitant speech
 Avoids eye contact
 Lets others make decisions

4. Passive-Aggressive Communication
Appearing passive on the surface but expressing anger or resistance in indirect
ways.
Passive-Aggressive Communication is a communication style where a
person appears passive on the surface but expresses anger, resentment, or
dissatisfaction in indirect, hidden, or subtle ways instead of addressing the
issue openly.
Example: Saying “Sure, I’ll do it” but intentionally delaying the task.

Key Features of Passive-Aggressive Communication:

 Indirect expression – instead of saying what they really feel, they use sarcasm, silent
treatment, or backhanded comments.
 Avoidance – they don’t address issues openly but may “act out” secretly.
 Sarcasm/Irony – saying something nice but meaning the opposite.
 Procrastination – delaying tasks on purpose as a way of showing resistance.
 Mixed signals – outwardly agreeable, but actions show the opposite.

o Characteristics:
 Sarcasm, silent treatment
 Indirect complaints
 Hidden resentment
Why Understanding Communication Styles Matters
 Improves relationships and teamwork
 Helps avoid conflicts and misunderstandings
 Makes persuasion and negotiation more effective
 Builds confidence and empathy

Role of Emotion in Interpersonal Communication

Emotions play a vital role in interpersonal communication as they significantly influence the
way we express ourselves, interpret messages, and interact with others. Effective
communication is not just about exchanging words but also about understanding feelings,
attitudes, and emotional states. Emotions shape the tone, expressions, gestures, and
overall meaning of communication, which can either strengthen relationships or create
barriers.

1. Influence on Expression
 Emotions affect how we convey our thoughts.
 Positive emotions like happiness, enthusiasm, and love encourage open and friendly
communication, whereas negative emotions like anger, fear, or sadness may lead to
defensive or aggressive responses.
Example: A person who feels appreciated at work communicates more openly and
confidently, while someone frustrated may become withdrawn or hostile.

2. Impact on Message Interpretation

 The same words can have different meanings depending on the emotional tone.
 Emotions guide how we decode verbal and nonverbal cues such as facial
expressions, gestures, and voice pitch.
Example: Saying “I’m fine” in a cheerful tone signals well-being, but in a dull or irritated
tone, it may imply frustration.

3. Building Trust and Relationships

 Positive emotions like empathy, care, and respect help in building trust and
stronger personal and professional relationships.
  Emotional understanding fosters cooperation, compassion, and harmony between
individuals.

4. Managing Conflicts
 Mismanaged emotions often lead to misunderstandings, disagreements, and
conflicts.
 When individuals control their emotions and communicate calmly, it becomes easier
to resolve issues effectively.

5. Role of Emotional Intelligence (EI)

 Emotional intelligence is the ability to recognize, understand, and manage
emotions in oneself and others.
 High EI helps in handling sensitive situations, understanding others’ perspectives, and
improving overall communication effectiveness.

6. Nonverbal Emotional Cues

 Emotions are often communicated through body language, eye contact, posture,
and facial expressions.
 These cues add depth and meaning to spoken words and make interpersonal
communication more impactful.

Self-Assessment in Interpersonal Communication

Self-assessment refers to the process of evaluating your own communication skills,

behaviors, attitudes, and effectiveness in interacting with others.
It helps you understand how well you communicate and identify areas where you can
improve.

Interpersonal communication is not just about what we say, but also how we say it and how
others perceive us. Self-assessment acts as a mirror, reflecting your strengths and
weaknesses in communication.
Importance of Self-Assessment

 Identifies Strengths: Helps recognize what you do well, such as active listening or
clarity of speech.

 Highlights Weaknesses: Points out problem areas, such as poor eye contact, over-
talking, or lack of empathy.

 Enhances Self-Awareness: Helps you understand your communication style and how
others perceive you.

 Encourages Personal Growth: By knowing your limitations, you can work towards
becoming a better communicator.

Methods of Self-Assessment

 Self-Reflection: Thinking about past conversations and evaluating your performance.

 Feedback from Others: Asking friends, colleagues, or mentors for honest opinions
about your communication.

 Communication Tests & Tools: Using personality tests, emotional intelligence

assessments, or listening skills questionnaires.

 Recording & Reviewing Conversations: Analyzing your tone, clarity, and non-
verbal signals.

Improvement in Interpersonal Communication

After self-assessment, the next step is improvement — consciously working on developing

better communication skills.

Ways to Improve:

a) Develop Active Listening Skills

 Pay full attention to the speaker.

  Avoid interrupting.

 Show understanding through verbal and non-verbal responses.

b) Enhance Verbal Communication

 Use simple, clear, and polite language.

 Be assertive but respectful.

 Avoid overloading the listener with unnecessary details.

c) Improve Non-Verbal Communication

 Maintain proper eye contact.

 Use positive body language and facial expressions.

 Be mindful of gestures and posture.

d) Build Empathy

 Try to understand others’ feelings and perspectives.

 Respond with sensitivity and care.

e) Manage Emotions

 Stay calm during disagreements.

 Avoid reacting impulsively.

 Practice emotional intelligence.

f) Seek Continuous Feedback

 Regularly ask for input from peers or mentors.

 Work on the feedback received to improve further.

Benefits of Self-Assessment and Improvement

 Builds better relationships with colleagues, friends, and family.

 Enhances teamwork and collaboration.

  Improves confidence and self-image.

 Reduces conflicts and misunderstandings.

 Strengthens professional growth and leadership skills.

Managing Motivation to Influence Interpersonal Communication

Managing motivation to influence interpersonal communication refers to understanding,

controlling, and utilizing one’s own and others’ motivational factors to improve the way
people interact, express ideas, resolve conflicts, and build relationships. It involves
recognizing why people communicate the way they do and using that knowledge to create
positive, effective, and meaningful communication in personal and professional settings.

Understanding the Connection Between Motivation and Communication

 Motivation is the inner drive that influences a person’s thoughts, feelings, and
behavior.

 Interpersonal communication is the exchange of information, emotions, and ideas

between two or more people.

 When motivation is high and positive, communication tends to be open, respectful,

and effective.

 When motivation is low or negative, communication can become defensive, unclear,

or conflict-driven.

Thus, managing motivation means channeling personal and others’ motivational drivers
to create better understanding and stronger relationships.

Importance of Managing Motivation in Interpersonal Communication

Managing motivation is essential because:

 It improves clarity and reduces misunderstandings.

  It encourages active listening and empathy.

 It helps in building trust and long-term relationships.

 It reduces conflicts by aligning goals and expectations.

 It increases teamwork and collaboration in personal and professional environments.

Ways to Manage Motivation for Better Interpersonal Communication

a) Self-Motivation

 Stay positive and confident while communicating.

 Set clear personal goals for the interaction.

 Control negative emotions like anger, frustration, or anxiety.

b) Understanding Others’ Motivations

 Recognize what drives the other person — their needs, desires, and expectations.

 Use empathy to see situations from their perspective.

 Adapt your communication style based on their interests and emotional state.

c) Building a Supportive Environment

 Encourage open and honest communication.

 Appreciate contributions and give positive feedback.

 Create a non-judgmental space where others feel comfortable expressing

themselves.

d) Using Motivational Strategies

 Set common goals to align interests.

 Offer encouragement and recognition to boost morale.

 Use persuasive and inspiring messages to gain cooperation.

 UNIT – III
LETTER WRITING/BUSINESS LETTERS

Meaning it is oldest form of contacting persons and companies with whom we have
business, although there are many modern methods like telephone and email. Letters
are still written for recording and future reference

FEATURES
1. Has only one topic or issue

2. It is short

3. Deals only with the matter indicated in the subject line

4. Limited to one page

5. Written for specific action

6. Written on a letterhead

PARTS OF A LETTER
1. Date (16th April 2021)
 The date on which the letter is written.
 Helps the receiver know when the letter was drafted.
 Usually placed on the top left or right side.

2. Reference Number
 A unique number/code given to a letter for identification and record-keeping.
 Helps in tracking correspondence easily.
 Example: Ref: HR/2021/034

3. From
 Indicates the sender’s details (name, designation, company/organization address).
 Lets the receiver know who is sending the letter.
4. To
 Shows the receiver’s details (name, designation, organization, and address).
 Ensures the letter reaches the correct person.

5. Subject Line
 A short line that states the purpose of the letter.
 Example: Subject: Application for Leave
 Helps the reader immediately understand the main topic.

6. Attention Line (Confidential)

 Used when the letter is meant for a specific person within an organization.
 Often marked as “Confidential” or “Attention: Mr. X, Manager” to ensure privacy.

7. Salutation
 The greeting at the beginning of the letter.
 Examples: Dear Sir, Dear Madam, Respected Manager.
 Sets a respectful tone.

8. Complimentary Close
 The polite closing phrase before the signature.
 Examples: Yours sincerely, Yours faithfully, With regards.

9. Signature
 The handwritten or digital signature of the sender.
 Shows authenticity and accountability.
 Usually followed by the sender’s name and designation.

10. Reference
 Mentions any previous communication related to the letter.
 Example: With reference to your letter dated 10th April 2021...
 Connects the current letter to earlier correspondence.
 11. Postscript (P.S.)
 An additional remark or message written after the main body of the letter and signature.
 Example: P.S. Don’t forget to bring the original documents.
 Used to add information that was missed in the main text.

Layout of a letter
1.Full Block Layout (Most widely used in business letters)

 All parts of the letter (date, address, salutation, body, closing, signature) start from the
left margin.

 Simple, modern, and easy to type.

2. Semi-Block Layout (Modified Block)

 Similar to block style, but the date, closing, and signature are aligned to the right
side of the page.

 Looks slightly more formal and traditional.

3.Proper space the layout

 A letter should look neat and easy to read.

 Leave proper spaces:

o One line space between each section (date, address, salutation, body, closing).

o Double space before starting a new paragraph.

o Adequate margins on all four sides (usually 1 inch).

4. Left justify your letter

 All parts of the letter should start from the left margin.

 No indenting or centering is used.

 This makes the letter look clean and uniform.

5. Use a plain font

 Always use a simple, professional font such as Times New Roman, Arial, or Calibri.
  Font size: usually 11 or 12 points.

 Avoid decorative or fancy fonts.

Qualities of a good business letter:

1. Clarity

 The message should be clear and easy to understand.

 Avoid long, complicated sentences and ambiguous words.

Example: Instead of “We shall revert to you in due course,” say “We will reply
within three working days.”

2. Conciseness

 A business letter should be short and to the point, without unnecessary details.

 Busy professionals prefer direct communication.

Example: Instead of writing three sentences to request payment, one clear sentence is
better.

3. Completeness

 The letter should include all the necessary information.

 Missing details can cause confusion or delays.

Example: If asking for payment, include invoice number, amount, and due date.

4. Courtesy

 The tone should always be polite and respectful, even if the message is negative.
Example: Instead of “You failed to pay on time,” write “We request you to kindly
clear the pending payment at the earliest.”

5. Correctness

 The letter should be free from grammar, spelling, and factual errors.

 Wrong information reduces credibility.

Example: Writing a wrong date or spelling a client’s name incorrectly can damage
reputation.

6. Professional Tone
  Language should be formal, businesslike, and respectful, not casual or emotional.
Example: Use “We would appreciate your response” instead of “Please get back
ASAP.”

7. Neat Appearance

 Proper formatting, spacing, margins, and alignment are important.

 A neat layout creates a positive impression.

8. Persuasiveness

 A good business letter should influence the reader to take the desired action (buy,
reply, cooperate, etc.).
Example: In a sales letter, highlight benefits clearly to persuade the reader.

9. Positive Attitude

 The message should focus on solutions rather than problems.

Example: Say “We will send the replacement within two days” instead of “Your
complaint will take time to process.”

Application Letter

 An application letter (also called a cover letter) is written by a candidate to an

employer requesting consideration for a job.

 It usually accompanies a resume and highlights the applicant’s qualifications, skills,

and interest in the position.
Purpose: To apply for a job and introduce oneself to the employer.

Interview Call Letter

 An interview call letter is sent by an employer/organization to a shortlisted

candidate, inviting them to attend an interview for a job or course admission.
  It mentions details such as date, time, venue, and documents required for the
interview.
Purpose: To formally inform the candidate about the interview schedule.

Appointment Letter

 An appointment letter is issued by an employer to a selected candidate, offering

them the job officially.

 It includes details like job title, salary, terms and conditions, date of joining, and
responsibilities.
Purpose: To confirm employment and provide written proof of the job offer.

Application Letter (Job Application)

From
Latha N
Bagalur, Bangalore-562157
[email protected]

Date:16.09.2025

To
HR Manager
EY
Bangalore-560027

Subject: Application for the post of junior HR

Respected Sir/Madam,

I am writing to express my interest in the position of Junior HR at your esteemed Company.

I have completed my B Com from REVA University, and I possess skills in
Communication skill which match the requirements of the job.
I believe that my academic background and practical knowledge will enable me to contribute
positively to your organization. I am enclosing my resume for your kind consideration.

I look forward to the opportunity for an interview to discuss how I can be a valuable part of
your team.

Thank you for your time and consideration.

Yours faithfully,
[Your Name]

2. Interview Call Letter

From
HR Manager
EY
Whitefield, Bangalore - 560048
Date:19.09.2025

To
Latha N
Bagalur, Bangalore-562157
[email protected]
Subject: Call for Interview

Dear Latha N,

With reference to your application for the post of Junior HR, we are pleased to inform you
that you have been shortlisted for the interview.

You are requested to appear for the interview as per the details below:

 Date: 22.09.2025

 Time: 10 AM

 Venue: EY office, Whitefield, Bangalore - 560048

 Documents to Bring: Resume, ID Proof, Educational Certificates

Please confirm your attendance by replying to this letter.

We look forward to meeting you.

Yours sincerely,
Vihaan
HR Manager
EY

3. Appointment Letter

From
HR Manager
EY
Whitefield, Bangalore - 560048
Date:17.10.2025

To
Latha N
Bagalur, Bangalore-562157
[email protected]
Subject: Appointment for the position of Junior HR

Dear Latha N,

We are delighted to offer you an appointment as Junior HR in our Company, effective from
25.10.2025.

The terms of your employment are as follows:

1. Job Location: EY office, Whitefield, Bangalore - 560048

2. Salary: ₹35000 per Month

3. Probation Period: 3 years

4. Other Benefits: As per company policy

You are requested to report at our office on 25.10.2025 at 8.30 am with your original
documents for verification.

We welcome you to our organization and look forward to a mutually rewarding relationship.
Yours faithfully,
Vihaan
HR Manager
EY