Chapter 1:

Communication Concepts

Communicating in the Workplace, First Edition

2010 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved

Communication Defined

What is communication?

the process of sending and

receiving messages

Shared understanding is the key to

effective communication

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

Communication Process Model

Communication process model

breaks down communication into
parts
Message
Encodes

Decodes

Sender/
Receiver

Receiver/
Sender
Decodes

Feedback

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

Encodes

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

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

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

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: receivers response to the

message/indicates the message is seen,
heard and understood

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

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

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

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.

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

Communication Principles

Communication is unavoidable

Try to not communicate

Intrapersonal: internal monologue that

judges, comments, worries, dreams and
analyzes.

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

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

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

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

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

Communication Principles

Communication requires ethical

choices

Freedom of speech doesnt 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.

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

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.

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

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

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

Communication Barriers

External Noise

Occurs outside the sender and

receiver
Can be easier to control than internal
noise
Includes technology

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

Communication Barriers

Semantic Noise

Occurs when the receiver doesnt

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

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

Communication Barriers

Gaps

Results from people being different

Gender
Age
Ethnicity
Race
Status
Sexual orientation
Generation

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved

Communication and Technology

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

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.

All rights reserved