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Introduction toCommunication

Processes

Communication session 1 (13.7.2013)

Prepared by: Aishath Zuhurubaan


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Learning Goals

O Define Communication with its fundamental needs.

O Examine the five distinct stages of the communication

process

O Distinguish between internal and externalcommunication

O difference between positive and negative feedback

O Identify barriers to communicate can arise, from

sender, receiver or through the process of transmission

O Identify barriers to communicate in the international

business environment


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IntroductionThe word communication will be used herein a very broad sense to include all of theprocedures by which one mind may affectanother. This, of course, involves not onlywritten and oral speech, but also music, thepictorial arts, the theatre, the ballet, and infact all human behavior.

View of communication


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What is communication?

O Communication is about sending and receivingmessages between two or more individuals, groupsor organization. Employees, managers anddepartments communicate with each other every

day in business.O Effective communication will only happen if

information is sent, received and then understood.

O Effective communication is when a transmitted

thought or idea is received and understood by thereceiver as it was intended by the sender; it doesntmean agreement with the transmitted thought oridea.


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In order to facilitate effective

communication, we must first understandhow the process works. Information is

conveyed as words, tone of voice, and

body language. Studies have shown asfollow:-

O 7% words of the information communicated.

O 38% vocal tone (verbalintonation/Paralinguistic)

O 55% of body language


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7 elements of communication process

Message

Message

SENDER

RECIEVERMEDIUM

NOISE

FEEDBACK

(To check both side whether understood the message)

(A message travel along)

Encoding(converting a

message into

symbols)

Decoding(re-translating

senders message)


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O Sender

O Decides what message to send

O Encodes it using symbols he or sheassumes the receiver will understand

O Converts message to a signal

O

Sends message over communicationchannel to receiver

The Basic

Communication Process (Cont.)


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OCommunication channel

O Person's voice

OElectronic device

OWritten medium

OVideo medium

The Basic



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OReceiver

ODecodes message and interprets its

meaning

OResponds to message by acting in a

manner consistent with that

interpretation

The Basic



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O Communication media

O Telephone

O E-mail

O Letter or memorandum

O Videoconference

O Face-to-face meeting

O Internet chat rooms

The Basic



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O Choosing medium

O Written media for formality and a clear

message

O Face-to-face meeting to convey a sense of

teamwork

O

E-mail use is largely based on availabilityand ease of use to the receiver

The Basic



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O Feedback loop

O Interdependence between sender and

receiver during communication process

O Sender interprets the receivers response

O Can send an additional message for

clarification

The Basic



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The Basic


ONoise: distortions, errors, and foreign

material often affect the quality of the signal

O Additions to the signal not intended by thesender

O Surrounds entire communication process

O Can make communication less effectiveO Diversity, domestic and international, adds

additional noise


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Differences between internal and external

communication

O Internal communication is the process of

exchanging information among the people of

different level or internal participants within

the organization.O On the other hand, external communication is

an informal exchange of information and

messages between an organization and other

organizations, groups or individuals outsideits formal structure.


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Differences between internal and external

communication


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Feedback in communication

O "The term 'feedback' is taken from cybernetics, abranch of engineering concerned with self-regulating

systems.

O In its simplest form, feedback is a self-stabilizing

control system such as the Watt steam governor,which regulates the speed of a steam engine or a

thermostat that controls the temperature of a room or

oven.

O In the communication process, feedback refers to aresponse from the receiver which gives the

communicator an idea of how the message is being

received and whether it needs to be modified.


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O Feedback is essential in communication so as to

know whether the recipient has understood the

message in the same terms as intended by the

sender and whether he agrees to that message or

not.

O There are lot of ways in which company takes

feedback from their employees, such as :

Employee surveys, memos, emails, open-doorpolicies, company news letter etc. Employees are

not always willing to provide feedback.


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O A manger should ensure that a feedback should:

1. Focus on a particular behaviour - It should be

specific rather than being general.

2. Impersonal - Feedback should be job related, the

manager should not criticize anyone personally.

3. Goal oriented - If we have something negative to

say about the person, we should always direct it to

the recipients goal.

4. Well timed - Feedback is most effective when there

is a short gap between the recipients behaviour and

the receipt of that feedback.


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5. Use I statements - Manager should make use ofstatements with the words like I, However etc. For

example instead of sayingYou were absent from work

yesterday, manager should sayI was annoyes when

you missed your work yesterday.6. Ensure understanding - For feedback to be effective,

the manager should make sure that the recipients

understands the feedback properly.

7. While giving negative feedback to the recipient, themanager should not mention the factors which are not

in control of the recipient.


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difference between positive and negative

feedbackO "Strictly speaking, negative feedback does not imply

'bad,' and positive feedback 'good.' Negativefeedback indicates that you should do less of whatyou are doing or change to something else.

O Positive feedback encourages you to increase whatyou are doing, which can go out of control (overexcitement at a party, fighting or having a row). Ifyou are crying, feedback from those around maycause you to dry your eyes and put on a brave face

(if feedback is negative) or weep unashamedly (iffeedback is positive)."(David Gil l and Br idget Adams, ABC of Communication Studies, 2nd ed. Nelson

Thomas, 2002)


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Barriers to communicationEffective communication will take place if the message

is received and understood by the receiver.

O Form of the message: If the message is unclear or

unexpected the receiver is unlikely to understand it

or remember it. The rate at which we forget isconsiderable. We have probably forgotten half of

what we hear within a few hours of hearing it, and no

more than 10 percent will remain after two or three

days.


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To ensure a message is communicated

effectively the sender must make sure it:O Does not contain too much information

O Is not poorly written

O Is not presented too quickly

O Is not presented in a way that the receiver

does not expect

O Conveys the information that he actually

wants to communicateO Is written in a way that the receiver will

understand.


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Barriers to communicationO Jargon: A word or phrase which has a technical or

specialized meaning is known as jargon. The terms

understood by a certain group of people may be

meaningless to those who dont have this knowledge.

O The skills of the sender and receiver: The abilityof the sender to explain a message and the receiver to

understand it is important in communication. If an

order must be sent out by a certain date, but the

sender simply asks for it to be sent as early aspossible, communication would not have been

effective.


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Barriers to communicationO Choice of communication channel or medium:

Sometimes the channel or medium chosen to send

the message may not communicate the information

effectively. An example of this might be where a

manager attempts to pass a message to an employee,but would have been more successful if the message

had gone through a representative.

O Incorrect target for the message: Businesses

sometimes send the wrong information to the wrongperson. This can result in costly delays and errors

and perhaps a poor image in the eyes of the public.


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Barriers to communicationO Stereotypes, perceptions and attitudes:

How employees perceive other people canaffect how they interpret the message that issent. Employees are more likely to have

confidence in people they trust, because ofpast experience of their reliability. On theother hand, if an employees has learned todistrust someone, then what she says will be

their ignored or treated with caution. The wayemployees view things can be affected by

being part of a group.


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Barriers to communicationO Layers in the hierarchy: The length in the

chain of command or distance can affect

communication. If information is passed

down by word of mouth through a number ofreceivers, it is possible for the message to be

distorted. This may result in the wrong

emphasis or wrong information being

received by the individual or group at the endof the communication chain.


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Barriers to communicationO Breakdown of the channel: This could be

due to the technical problems. For example, a

business may rely on its management

information system on the computerizednetwork. If this breaks down, businesses

might have problems dealing with enquiries.


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Barriers to communicationO Different countries, language and cultures: A

business may have a problem sending a message

from one country to another because of time

differences. This is particularly a difficulty if an

urgent decision is needed. languages ,ay also be

different. Individual cultural differences

sometimes causes difficulty in communicating

especially in multinational organizations. To

prevent from this issue they need to train their

workers in a shared corporate culture which

everyone understands.


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Barriers to communicationO Intermediaries: where there are

intermediaries, messages can become

distorted, as in a gem of Chinese whispers.

The more complex the message, the morelikely it is to be altered as it passes through a

chain of communication.


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Barriers to communicationO Information Overload: Too much of

information also results in poor

communication. Useful information mixed

with additional information requiresadditional effort to separate the two. In

addition, right information can get mixed up

with similar wrong information and cause

confusion and errors


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Barriers to communicationO Too Much Impersonal Communication:

Frequently communications fail because the

speaker is unable to establish personal bond

with the listener.


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Thank you!

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