Introduction to Communication

continued…
The Process of communication/The cycle of communication
Sharing information requires,

Sender: Communication starts with the sender, who is the initiator or

source of the message.

Formulation: The step in which the sender forms the content of the
message to be sent. This formulation depends on the level of
experience, intelligence, knowledge, and purpose of the sender. The
content, once formed, is called the message which holds the command
e.g., either to inform, persuade, order, request etc.

Encoding: After generating an idea, the sender converts it into a form

that can be sent to the receiver. The step is referred to as encoding in
which the sender encodes the message using a basic tool. This tool is
nothing but the language used—words, actions, signs, gestures, or a
combination of these. The sender translates his thoughts into a series of
verbal and non-verbal actions that he feels will communicate the
message to the intended receiver. Once encoded using proper language,
the message is ready to be delivered.
Transmission/channel: The delivery or transmission happens through
a channel or media of communication. A channel connects the sender to
the receiver. Channels are the means (pathways, forms or devices)
through which messages are sent to the receiver. It can be oral/face-to-
face, written/on paper, or through electronic or digital media such as the
Internet. The choice of a channel depends on the communication
situation/context. For instance, when dealing with confidential
information, direct face-to-face interaction or a sealed letter are more
effective channels than a telephone conversation.

Receiver: The receiver is the person to whom the message is

transmitted or the one who receives the message, decodes it, and acts
on it.
Decoding: After receiving the message, the receiver interprets it. This act
of interpreting messages is called decoding. Receivers decode messages
based on past experiences, perceptions, knowledge, thoughts and feelings.
The receiver translates the message which is in the form of words, actions,
signs, or gestures into thoughts or ideas conveyed by the sender. Sender
and receiver should have a mutually accepted code of signals, common
language and channel for effective communication. For example, a
message in technical jargon requires a receiver who understands such
terms.
Communication is not complete unless it is understood by both the sender
and the receiver. It is termed effective only when the receiver receives the
message intended by the sender in the same perspective. Otherwise it
becomes miscommunication.
Feedback: The receiver’s response to the sender is called feedback.
Feedback is essential, as it measures the effectiveness of communication
that the message has been effectively encoded, transmitted, decoded and
understood. The communication is considered fully effective and complete
only when there is a desired response from the receiver.
If the message received is the same as the message sent, there will be an
appropriate response which is called positive response. Conversely, if the
message interpreted is not the same as message delivered, there will still
be a response, but probably an inappropriate or unexpected one, as there
has been a breakdown/barrier or interference in the communication. Such
response is called negative feedback which conveys lack of
misunderstanding. In this case, the message needs to be re-sent.
Barriers to effective communication:
A barrier is defined as something that prevents or controls progress or
movement. This definition implies that a barrier is something that comes
in the way of the desired outcome/feedback. ‘Barriers’ are any obstacles
or interruptions or difficulties that come in the process of
communication, i.e., the source’s information may be insufficient or
unclear. Or the message can be ineffectively or inaccurately encoded. The
wrong channel of communication may be used. The message may not be
decoded the way it was encoded. Finally, the receiver could not manage
to produce the response (feedback) expected by the source.
In the ‘jargon’ of communication’, all barriers that distort communications
in any manner are labeled as noise. Any interference in the message sent
and the message received is termed as ‘noise’.
Noise
Noise is defined as any unplanned interference in the communication
environment, which affects the transmission of the message. Noise here
does not mean sound, but a break or disturbance in the communication
process. Noise is any unwanted signal that causes a hindrance in the
process of communication. It is not necessarily limited to audio
disturbances, but can also occur in visual, audio-visual, written, physical, or
psychological forms. All these forms of noise distract the receiver from the
message. As a consequence, communication has multiple barriers.

1- Language Barriers
The language barrier is one of the main barriers that limit effective
communication.
 However, even when communicating in the same language, the
terminology used in a message may act as a barrier if it is not fully
understood by the receiver.  For example, a message that includes a lot
of specific professional jargons, technical terms and abbreviations will
not be understood by a receiver who is not familiar with the
terminology used.
 Inadequate vocabulary can be a major hindrance in
communication. At times, we find ourselves searching for the exact
word or phrase that would be appropriate for what we are trying to
express. For example, during a speech, if you are at a loss for words,
your communication will be very ineffective, and you will leave a poor
impression on the audience. On the other hand, if you have a varied
and generous vocabulary, you can create a favorable impression on
your listeners.

 Incompatibility of verbal and non-verbal messages is another

major barrier in communication. Non verbal cues mostly support and
compliment verbal cues for the better transmission of the message but
sometimes they contradict each other which causes confusion between
sender and receiver. It happens when the gestures and body language
of the sender is going against his words and makes it difficult for the
receiver that what should he actually believe.
 Semantic barrier is the distortion in the message which makes
meaning of the message unclear. For examples confusing two similar
looking words with different meanings (e.g., present), ambiguous
sentence structure, faulty grammar, misspellings, and incorrect
punctuation.

2- Poor listening skills

A common obstacle to communication is poor listening habits. We
should remember that listening and hearing are not the same. Hearing
is a passive and physical exercise while listening requires careful
attention and accurate decoding of the signals received from the
speaker. Misunderstandings and conflicts can be avoided if people listen
to the message with attention. The various distractions that hinder
listening can be emotional disturbances, indifference, aggression, and
wandering attention.
3- Psychological Barriers

There are various mental and psychological issues that may be barriers
to effective communication. Some people have stage fear, phobia,
depression, outburst of emotions etc. All of these conditions are very
difficult to manage sometimes and will most certainly hinder the
process of communication.

4- Physiological Barriers

Physical disabilities, disorders or diseases are the physical limitations

which also prevent an effective communication between various
channels e.g., hearing impairment, dyslexia, speech disorders etc.
5- Physical barriers

Physical barriers arise from the surrounding environment of the sender

and receiver. For instance, geographic distance between the sender and
receiver. Communication is generally easier over shorter distances as
more communication channels are available and less technology is
required. Not being able to see the non-verbal cues, gestures, posture
and general body language can make communication less effective.
Although modern technology often helps to shrink the long distances
and reduce the impact of physical barriers still faulty equipment and
technical faults result in severe barriers to effective communication like
background noise, poor lighting, load shedding, network or signal
problems, temperatures that are too hot or too cold can interrupt the
communication.
6- Use of inappropriate media
The various media for communication are: oral, written, audio, visual
and audiovisual. The selection of appropriate medium/channel of
communication will depend on sender, receiver and the
situation/context of communication. The use of a medium with which
the sender or the receiver are not familiar would turn the medium itself
into a barrier. For example, medium of writing can not be used for
communicating with a person who cannot read.

7- Differing backgrounds
No two persons have the same background. Backgrounds can be
different due to different knowledge, education, experience, culture,
religion, language, environment, financial status, etc. Our background
plays a significant role in how we interpret a message. With changing
cultures, languages and experiences, the code of symbols, perceptions
and thought processes of people change which causes hindrance in
communicating efficiently with the people of different background.
LEVELS OF COMMUNICATION
Having understood the communication process, let us now study the
various levels at which human communication takes place:
• Extrapersonal
• Intrapersonal
• Interpersonal
• Mass
• Organizational

Extrapersonal Communication
Communication between human beings and non-human entities is called
extrapersonal. For example, when your pet dog comes to you wagging its
tail as soon as you return home from work, it is an example of
extrapersonal communication. A parrot responding to your greeting is
another example. More than any other form, this form of communication
requires perfect coordination and understanding between the sender and
the receiver because at least one of them transmits information or
responds in sign language only.
Intrapersonal Communication

Intrapersonal communication takes place within an individual. We know

that the brain is linked to all parts of the body.
For example, when you begin to ‘feel hot’, this information is sent to
the brain and you may decide to ‘turn on the cooler’, responding to
instructions sent from the brain to the hand. In this case, your body is
the sender, which is sending message to the brain which is the receiver..
Next, the brain sends the feedback that you should switch on the fan.
This completes the communication process. This kind of
communication pertains to thinking, which is the basis of information
processing. Without such internal dialogue, one cannot proceed to the
further levels of communication. In fact, while we are communicating
with another party, our internal dialogue with ourselves continues
concurrently—planning, weighing, considering, and processing
information. Motivating yourself to complete a certain task i.e., self-
motivation and self-determination take place at the intrapersonal level.
Interpersonal Communication

Communication at this level refers to the sharing of information among

people. Interpersonal communication can take place in different styles
depending upon variety of factors such as formality of the situation,
psychology of the two parties involved, distance between the two parties,
the relationship between them, the circumstance in which the
communication takes place.

Organizational Communication
Communication in an organization takes place at different hierarchical
levels. As we have learnt, it is extremely necessary for the sustenance of
any organization. Since a large number of employees are involved in
several different activities, the need to communicate effectively becomes
greater in an organization. With a proper networking system,
communication in an organization is possible even without direct contact
between employees.
Mass Communication

Mass communication is meant for large audiences and requires a medium

to transmit information due to extensive distance between the sender
and the receiver. There are several mass media such as journals, books,
television, and newspapers. Oral communication through mass media
requires equipment such as microphones, amplifiers, etc., and the written
form needs print or visual media. Mass communication has the capacity
to reach audience scattered over a wide geographical area.
7 C’S OF COMMUNICATION
The 7 C's of communication also known as the seven principles of
communication, is a checklist that helps to improve the
professional communication skills and increases the chance that the
message will be understood in exactly the same way as it was
intended.
1.Completeness

The message must be complete. The sender should convey all the facts
required by the audience. The sender of the message must take into
consideration the receiver, context and topic and should communicate
all the facts and figures related to the message required for the
complete understanding of the receiver.
In order to make your message complete, you must to answer/mention
the five W's.
Who What
Where Why
When

See this example,

Hi everyone,
I just wanted to send you all a reminder about the meeting we're having
tomorrow!
See you then.
The information given is incomplete for obvious reasons.
The five question method is useful when you write requests,
announcements, or other informative messages. For instance, to order
(request), make clear WHAT you want, WHEN u need it, WHERE it is to be
sent. By adding these, the above message takes a more complete form.

Hi everyone,
I just wanted to remind you about tomorrow's meeting on the new
telecommuting policies. The meeting will be at 10:00 a.m. in the second-
level conference room. Please let me know if you can't attend.
2- Conciseness
The message must be conveyed in the least possible or fewest words.
Conciseness is a necessity for effective communication. The message
should be to the point, precise and it should highlight and prominent
the essential and main features of the information.
A concise message is both time-saving as well as cost-saving which
makes it more appealing and comprehensible (understandable) to the
audience due to its limited usage of words and to the point nature.
For achieving the conciseness you have to consider the following.

i- Avoid Wordy Expression

For example instead of using “at this time” you can just use only a
concise word:- NOW , Always try to use “ To the point Approach”.
ii- Include only relevant information
Always try to provide only relevant information to the receiver of the
message.
Stick to the purpose of message
Avoid irrelevant words and information
Avoid long introduction, unnecessary explanation etc.
Get straight to the important point concisely

iii- Avoid un-necessary repetition

Some times repetition is necessary for focusing some special issue. But
the excess of repetition makes the message wordy and boring. That’s
why try to avoid un-necessary repetition.
Use pronouns or initials/short forms once you have mentioned the full
name e.g. instead of world trade organization use WTO or you can use IT
for Information Technology.(keeping in views that receiver knows about
these terms)
See this example
Will you please send us in the near future, during the month of June
would be fine, and even July if you are pressed for orders in June, 45
volumes of introduction to business communication by parcel post or
since the parcel maybe heavy by carrier van.
By following the above mentioned techniques, the message takes
the form as

‘’Please send 45 volumes of introduction to business

communication by carrier van as to reach before July 31.’’
3- Consideration

Consideration means to keep receiver’s interest/intention in mind while

preparing the message. It is very important in effective communication
while sending a message you should always keep in mind your target
group by putting yourself in receiver’s place . Consideration is keeping in
mind the desires, problems, circumstances, background, emotions and
reactions of the readers of your message.
Ways of showing consideration:
a) Focus on you instead of I and We when the news is good and we
when the news is bad.
b) Show audience or receiver benefited or interested in the message.
b) Stress on positive elements and pleasant facts.

See this example

I am delighted to announce that we have extended our shopping hours to
make shopping more convenient for our customers.
Readers react more positively when benefits are shown to them. Always
try to address his/her need and want.
Always show/write to reader that what has been done so far as they are
concerned and cared about. And always avoid that his/her need and
wants. E.g.,

“You will be able to shop in the evening with the extended hours.”

Now consider bad news

You failed to send the amount.
Try saying it like that,
We’re sorry to inform you that we have failed to received the
amount.
Or the amount was not received.
4- Concreteness

It means that message should be specific, definite and vivid rather vague
and general. Misunderstanding of words creates problems for both parties
(sender and receiver). When you talk to the receiver, always use facts and
figures instead of generic or irrelevant information.
The following guidelines help to achieve the Concreteness in message.

i- use specific facts and figures

ii-choose image building words

Bad ex: Pakistan’s steel mill produced huge amount of steel.

Good Ex: Pakistan’s steel mill produced ten thousand tones of
steel this year.
5- Clarity

 Accuracy is the purpose of clarity. In effective communication the

message should be very much clear. So that reader can understand it
easily. You can achieve clarity by following these steps,
i- If you have a choice between long words and shorter one, always use
shorter one.
Ii- Construct effective sentences and paragraphs.
Iii- Always choose familiar and easy words.

See this example

After planting a large number of plants the deer came into the botanist's
farm and crushed them.
You can make the message more clear by re-arranging the sequence of
information in the sentence, e.g.,

After our botanist had planted ten thousand berry plants the deer came
into his farm and crushed them.
6- Courtesy
Courtesy is showing good manner to your receiver.  Implication of
socially accepted manners like ‘’please’’, ‘’sorry’’ and ‘’thank you’’ is a
form of courtesy that grows out respect and concern for others.
Courteous communication generate a special tone in their writing
and speaking. Consider the following.

Be tactful, thoughtful and appreciative.

Omit expressions that irritate or disrespect the audience.
Use expressions that show respect for the others.
Don't use blunt expressions.

See this Example: I cannot agree with your proposal.

Good Example: I am sorry, the proposal doesn’t suit me.

Another Ex : You have failed to understand my proposal.

Good Ex: I am sorry, the point was not clear. I'll try again.
7- Correctness

Correctness is proper use of grammar, punctuations and spellings. Also

the concept of correctness implies absolute accuracy and information
provided in the message.
Principles of correctness
- Use the right level of language according to specific situations.
- Check and double check the accuracy of words used, grammatical
structures, spellings, punctuation.
- If numeric information is being stated, check the accuracy of figures,
facts and digits.
- Verify your statistical data and double-check your totals.
Hi Daniel,
Thanks so much for meeting me at lunch today! I enjoyed our
conservation, and I'm looking forward to moving ahead on our project.
I'm sure that the two-weak deadline won't be an issue.
Thanks again, and I'll speak to you soon!
Best,
Jack Miller
If you read that example fast, then you might not have caught
any errors. But on closer inspection, you'll find two. Can you see
them?

The first error is that the writer accidentally typed conservation

instead of conversation. This common error can happen when
you're typing too fast. The other error is using weak instead of
week.
Again, spell checkers won't catch word errors like this, which is
why it's so important to proofread everything!