communication concepts

Chapter 1

Communication Concepts

Communication Defined

What is communication?

…the process of sending and receiving messages

Shared understanding is the key to effective communication

Communication Process Model

Communication process model breaks down communication into parts

Receiver/ Sender

Sender/ Receiver

Message

Feedback

Encodes Decodes

EncodesDecodes


Sender: originates a communication message

Receiver: destination of the communication

Encoding: sender changes thoughts into symbols

Decoding: receiver assigns meaning to symbols


Message: idea, thought, feeling or opinion to be communicated (clear or unclear)

Channel: medium through which the message travels from sender to receiver

Feedback: receiver’s response to the message/indicates the message is seen, heard and understood


1. Sender (Encoder) Initiates the communication If both good and bad news will be

given, the good news should be given first

If both a simple and a complex message will be given, the simple one should be given first


2. Message Verbal (part of the message that is

heard) and nonverbal (body language and the surrounding environment)


3. Channel Means used to convey the message

Communication Process / Channel

a. Immediate feedback Oral

communication

b. Other party may not understand verbal channels

c. Other party may be reluctant verbal channels


d. Need to document the communication written channels

e. Message should have detailed accuracy written channels

f. Message must be delivered to many people written channels


Types of channels within an organisation

a. Downward Channels: passing information from superior to subordinate to;

• give job instructions• bring about understanding of the job• provide information about procedures• provide feedback about performances of subordinates

LOSS OF INFORMATION


b. Upward Channels: provides subordinates to convey information to their superiors to;

• gain feedback and learn about problems that affect efficiency,

• evaluate employee attitudes and perceptions

SUBORDINATES FEEL THEIR SUPERIORS ARE NOT THAT OPEN AND

ENCOURAGING


c. Lateral Channels: conveying information between individuals and units on the same hierarchical level for;

• the coordination of tasks• sharing of information,• problem solving• conflict resolution

This type of communication is persuasive and suggestive rather than directive or authoritative


d. Informal Channels: grapevine

Single-strand: Each person recieves information from one person and passes it on to one more

Gossip: one individual passesthe news to all others

B

C

A

message

message message

A

B C D


d. Informal Channels:

Probability: Information is passed on randomly

Cluster: Channel members selectively choose their informal communication links

COMMUNICATION BARRIERS IF THEY CARRY RUMOR, GOSSIP, INACCURATE

INFORMATION

Communication Principles

Communication occurs within a context (when, where, why and with whom)– Chronological context: time a which

communication occurs

– Physical context: location or setting of your communication


– Functional context: purpose of the communicationPractical: job, apartment, health and safetySocial: establish connections, building tiesDecision-making: how to dress for the weather,

where to live– Relational context: person(s) with whom you

communicate and your relationship– Cultural context: race, ethnicity, gender, age, sexual

preference, disabilities, etc.


Communication is unavoidable– Try to not communicate

– Intrapersonal: internal monologue that judges, comments, worries, dreams and analyzes.


Communication occurs at different levels– No two relationships are alike

– Small talk: establish contact with others and build rapport

– Information talk: hobbies and interests, likes and dislikes, personal preferences


– Opinion talk: riskier than the other levels; you open yourself up to criticism and disagreements can lead into conflict

– Feelings talk: most challenging because you expose parts of your inner self


Communication requires ethical choices– Freedom of speech doesn’t mean you can

say anything you please.– Words can nurture, resolve

misunderstandings or create intimacy– Words can strain relationships, destroy

trust or land you in jail– Plagiarism, falsify records, harassment,

etc.


Communication has its limitations– Communication cannot solve all your

interpersonal problems.– Many other skills are needed (for ex. Flexibility,

forgiveness, open to change).– Other factors threaten stability of relationships– Workplace relationships can be demanding.

Communication Barriers

Internal Noise– Occurs inside the sender and receiver– Beliefs and values– Faulty assumptions can lead to emotion– Trigger or hot button words can evoke emotion– Defensiveness


External Noise– Occurs outside the sender and receiver– Can be easier to control than internal noise– Includes technology


Semantic Noise– Occurs when the receiver doesn’t understand a

word or gesture– Can happen with different cultures– Technicians using jargon with laypeople


Gaps– Results from people being different– Gender– Age– Ethnicity– Race– Status– Sexual orientation– Generation

Barriers to Communication / Problems caused by the sender

The amount of information the individual has about the subject of the message

Not much information Too much knowledge Indecission regarding how to present the information The order of the presentation Lack of familiarity with the audience Emotional conflict Lack of experience in speaking or writing

Barriers to Communication / Problems in transmission

Illegible material as a result of poor typing, poor photocopying, poor handwriting

Poor acusticsUse of too many transmission linksTransmission of conflicting messages

Barriers to Communication / Problems in reception

The surrounding environmentReceiver’s physical conditionReceiver’s failure to pay attention to the

message– Simultaneous receipt of two or more

messages– Receiver is bored

Barriers to Communication / Problems in receiver comprehension

Receiver may not understand some of the words used

Personal interestsEmotional responses

Dealing with communication barriers

Focus on the objective Unserstand the other party Be organized Seek feedback Know yourself

Communication and Technology

iPods Information at students’ convenience Need for computer literacy Less connected Need for balance

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