Chapter 1

Communication Concepts

Communication Defined

 What is communication?

 …the process of sending and receiving messages 

Shared understanding

communication is the

key

to effective

Communication Process Model

 Communication process model breaks down communication into parts

Message

Encodes

Sender/ Receiver

Decodes

Feedback

Decodes

Receive r/ Sender

Encodes

Communication Process Model



Sender:

originates a communication message 

Receiver:

destination of the communication 

Encoding:

sender changes thoughts into symbols 

Decoding:

receiver assigns meaning to symbols

Communication Process Model



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

Communication Process Model

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

Communication Process Model

2.



Message

Verbal

(part of the message that is heard) and

nonverbal

(body language and the surrounding environment)

Communication Process Model

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

Communication Process / Channel

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

Communication Process / Channel

• • • •

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

Communication Process / Channel

• •

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

Communication Process / Channel

• • • • 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

Communication Process / Channel

d. Informal Channels: grapevine

Single-strand

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

Gossip:

one individual passes the news to all others

B A message B message C message A C D

Communication Process / Channel

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

Communication Principles

–

Functional context:

purpose of the communication 

Practical:

job, apartment, health and safety 

Social:

establish connections, building ties 

Decision-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 Principles



Communication is unavoidable

–

Try to not communicate

–

Intrapersonal:

internal monologue that judges, comments, worries, dreams and analyzes.

Communication Principles



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

Communication Principles

–

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 Principles



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 Principles



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

Communication Barriers



External Noise

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

Communication Barriers



Semantic Noise

– Occurs when the receiver doesn’t understand a word or gesture – Can happen with different cultures – Technicians using jargon with laypeople

Communication Barriers



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 acustics  Use of too many transmission links  Transmission of conflicting messages

Barriers to Communication / Problems in reception

 The surrounding environment  Receiver’s physical condition  Receiver’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 interests  Emotional 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