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
Message
Encode Decode
s s
Sender/ Receiver
Receiver / Sender
Decodes
Feedback Encode
s
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
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
Message
Verbal (part of the message that is heard) and nonverbal (body language and the
surrounding environment)
Channel
Means used to convey the message
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
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
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 passes the news to all others
Probability: Information is passed on randomly
Cluster: Channel members selectively choose their informal communication links
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 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 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 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
