TABLE OF CONTENTS
Meaning of Interpersonal Communication
Elements Of Interpersonal Communication
Possible Causes Of Interpersonal Conflict
Conflict is Inevitable
Conflict Can Have Negative and Positive Effects
Conflict Can Focus On Content
Conflict Styles Have Consequences
Strategies To Resolve The Interpersonal Conflict
Avoid and Negotiate
Focus on Issues, Not Personalities
Attack or Accept
Be Mindful and Flexible
INTRODUCTION TO THE INTERPERSONAL COMMUNICATION
According to Wikipedia, interpersonal communication is exchange of information between two or more people. It is also an area of study. Related skills are learned and can be improved. During interpersonal communication there is message sending and message receiving. This can be conducted using both direct and indirect methods. Successful interpersonal communication is when the message senders and the message receivers understand the message. Yap, K.H. (2009) defined interpersonal communication as a significant branch of communication in inter-human systems of communication. It is part of our social interaction forming interpersonal relationships. Primarily we study the individual’s communication system because of its inherent relationship to interpersonal communication. Interpersonal communication deals with communication between people. As such, interpersonal communication is formed when a person interacts with another person, learns about them and others who they are.
Interpersonal communication is the universal form of communication that takes place between two individuals. Since it is person-to-person contact, it includes everyday exchange that may be formal or informal and can take place anywhere by means of words, sounds, facial expression, gestures and postures. In interpersonal communication there is face-to-face interaction between two persons, that is, both are sending and receiving messages. This is an ideal and effective communication situation because you can get immediate feedback. You can clarify and emphasize many points through your expressions, gestures and voices. In interpersonal communication, therefore, it is possible to influence the other person and persuade him or her to accept your point of view. Since there is proximity between sender and receiver, interpersonal communication has emotional appeal too. It can motivate, encourage, and coordinate work more effectively than any other form of communication. Also, in a crisis, through interpersonal channel, flow of information is tremendous e.g. news of violence, famine or disaster. Interpersonal messages consist of meanings derived from personal observations and experiences. The process of translating thoughts into verbal and nonverbal messages increases the communicator’s self-concept. In fact, effective interpersonal communication helps both participants strengthen relationships through the sharing of meaning and emotions (http://www.mbaknol.com/business-communication/definition-of-interpersonal-communication/).
Frontline staff is defined as someone who works directly and deals with the customers. Government agencies and employees, receptionist, flight attendances and railway station workers are the best examples of frontline staff. Wikipedia stated that a receptionist is an employee taking an office/administrative support position. The work is usually performed in a waiting area such as a lobby or front office desk of an organization or business. The title "receptionist" is attributed to the person who is specifically employed by an organization to receive or greet any visitors, patients, or clients and answer telephone calls. Like the other receptionists, the airport receptionist at the Malaysia Airlines (MAS) also faces with the same job situation when it comes...
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