1 Understanding the Communication Process “The art of communication is the language of...

1

Understanding the

Communication Process

“The art of communication is the language of leadership.”

― James C. Humes, American author and presidential

speech writer

Permission granted to reproduce for educational use only.

© Goodheart-Willcox Co., Inc.

After completing the chapter, you will be

able to:• Describe the state of communication today.• Identify the steps in the communication process.• Compare informal and formal business

communication.• Explain the written and verbal communication

skills that are essential to successful communication in the workplace.

• Describe the role nonverbal communication skills play in the communication process.

• Discuss how to overcome common barriers to effective communication.



Communicating Today

• Communication is the process of sending and receiving messages that convey information, ideas, feelings, and beliefs.

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Communicating Today1.What is communication?

2.How has technology changed communication over the past decade?




• We communicate to:– share information– create relationships– persuade– entertain others

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• There are six parts of the communication process: – sender– message– channel– receiver– translation– feedback

Photos: Shutterstock




• Sender– begins the communication process– decides there is a need to relay information to

the receiver– assembles the information– information takes the form of the message




• Message– Sender decides the format of the message:

• words (written or spoken)• pictures• video

– Putting the message into the format it will be sent to the receiver in is known as encoding.




• Channel– Sender decides channel through which to send

the message:• face-to-face conversation• telephone conversation• letter• e-mail




• Receiver– Physically receives the message– Has responsibility to the sender

• Giving attention to the message is essential to the communication process.

• Giving attention to the sender is both a matter of courtesy and necessity.




• Translation– Once the receiver receives a message, it will

be translated, or decoded, to see if the contents are understood.

– Message is not actually “received” if the receiver does not understand the content of the message.




• Feedback– receiver’s response to a message– tells the sender if the receiver understood the

message as it was intended



Communication Process1.What are the six parts of the

communication process?

2.What is the difference between encoding and decoding?



• Informal communication is casual sharing of information with no customs or rules of etiquette involved. – text messaging– telephone calls– talking at the

water cooler

Informal and FormalBusiness Communication

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• Formal communication follows protocol (rules of etiquette) as to how levels of employees interact with each other. – Upward communication is with supervisors,

managers, and executives.– Lateral communication is with peers (persons

of equal standing or work position).– Downward communication is with those over

whom you have a position of authority.




• Formal communication



Informal and Formal Business Communication1.What is the difference between formal and informal business communication? 2. What is a protocol?



Written and Verbal Communication

• Written communication means recording words through writing or keying to communicate.– use Standard English and business style for

formatting documents– business communication represents you and

your company– written communication creates a record that

can be recalled in the future




• Verbal communication means speaking words to communicate.– Organizing thoughts is an important part of

verbal communication.– Planning involves thinking about who will

receive the message and what you want to accomplish.• make notes before meeting• have an agenda• research information

• Planning saves time.



• Nonverbal communication refers to actions, as opposed to words, that send messages.– body language– touch and space– behavior– paralanguage


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Written and Verbal Communication1.What is written communication?

2.What is verbal communication?



Nonverbal Communication

• Body language is nonverbal messages.– gestures– facial expressions– other body actions or postures– context determines meaning of body language

• Context is the environment or setting in which something occurs or is communicated.



• Touch and space– Touch—a handshake– Space—distance between yourself and the

other person • Use judgment when standing next to others in

business.• The personal space of others varies depending

on your social upbringing and community norms.




• Touch and space– Take behavioral cues from others with more

experience, but do not make the mistake of emulating poor habits

– “Your actions speak louder than words”




• Paralanguage– the attitude you project with the tone and

pitch of your voice– Tone, pitch, quality of voice, and rate of

speaking convey emotions that will be judged by the receiver, regardless of the content of the message.




Nonverbal Communication1. What is nonverbal communication?

2.Why is paralanguage considered nonverbal communication?



Barriers to Effective Communication

• Barriers are anything that prevents clear, effective communication.

• Barriers may occur in written, verbal, and nonverbal communication.

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• Sending barriers occur when the sender says or does something that causes the receiver to tune out.– do not assume what the receiver knows– select appropriate format for message, e-mail

or a phone call, based on the situation– ask for feedback from the receiver




• Receiving barriers happen when the receiver says or does something that causes the sender’s message not to be received.– Make sure you read all of what has been

written.– Take responsibility for getting clarification if

you do not understand the message.– Hearing is an innate ability, except in the case

of a physical disability.– Listening is a conscious action.– Give feedback.




Barriers to Effective Communication1. What is a sending barrier?

2.What is a receiving barrier?



• Communication is the process of sending and receiving messages that convey information, ideas, feelings, and beliefs.

• The communication process is a series of actions on the part of the sender and the receiver of the message.

• Informal business communication is casual sharing of information with no customs or rules of etiquette.



• Written communication means recording words through writing or keying to communicate.

• Nonverbal includes body language and behavior.

• Barriers can be sending or receiving barriers.

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