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

Encodes Decodes

Sender/ Receive
Receiver r/
Sender
Decodes
Feedback 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

1. Message
 Verbal (part of the message that is
heard) and nonverbal (body
language and the surrounding
environment)
Communication Process Model

1. 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
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:
message
grapevine
A B

Single-strand: Each message message

person recieves information C
from one person and
passes it on to one more
A
Gossip: one individual passes
the news to all others
B 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