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Communication Process

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The Communication Process

• It is imperative that we learn how to communicate effectively to ensure our intended message is the one understood by the intended recipient.

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The Communication Process

I say “to-MAH-to”,you say to-MAY-to”

Say that again?

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The Communication Process

• What is communication?• Can we not communicate? Why?• Is verbal communication important?• What contributes to a breakdown in

communication?

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Did you hear what I say?

• Choosing the right words, the right tone, the right (mental) picture, the right mood, the right context (= place)

• To help a listener (or receiver) re-create the entire text (or picture) of what you are saying

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The Definition of Communication

• Communication is a process involving the sorting, selecting and sending of symbols (or encoding) in such a way as to help a listener (or receiver) perceive in his own mind (or decode) the meaning (or message) contained in the mind of the communicator (or sender).

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Sender / Receiver encoding MESSAGE

decoding

Receiver / Sender

encoding

FEEDBACK MESSAGE

decoding

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SENDER

• Begins the communication• Send the information / message• Encodes an idea or feeling in words, and signs

that the receiver recognises, then send this to…

» THE RECEIVER!

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RECEIVER• Receives the message /

information• Decodes and interprets to

understand…

THE MESSAGE• The information / idea / feeling

transmitted• Verbal or non-verbal or BOTH

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PURPOSE: Give me a reason, Baby!

“I just called…to say…I love you!” - Lionel Richie…BUT…

When the sender’s purpose is different from the receiver’s, then a CONFLICT OF PURPOSE

occurs…

“Frankly, my dear, I don’t give a damn.”- Rhett Butler, GONE WITH THE WIND (1939)

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FEEDBACK

• Receiver responds to the sender.• An essential part of EFFECTIVE

COMMUNICATION provides continuity• It indicates understanding or misunderstanding.

So BOTH the sender and receiver

requires feedback.

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CLIMATEIn social situations, we develop positive,

neutral or negative attitudes toward

the situation and the people in it.

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CONTEXT

The situation or setting in which communication takes place.

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CHANNEL

The means or technique used

to send a message:conversation, phonecalls, email, letters, notes

MSN, Yahoo, Google, ICQ, Skype, sms

…and

Art, music, movies, dance, pictures.

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For each statement, decide if it is TRUE or FALSE.

• A message has to be verbal in order for it to be communicated to another.

• When the sender’s purpose for communicating is different from the receiver’s, a conflict of purpose will occur.

• A communication channel is the means or technique used to send a message.

• The one who receives the message responds to the sender. This is called listening.

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Old man or lovers?

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Do you see two different cubes?

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Are there seven or eight cubes in this one?

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Escher – The Famous Optical Illusionist

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There are basically two forms of communication. They are: i) Verbal Communicationii) Non-verbal Communication

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VERBAL:

Spoken:• more personal

• invite suggestions, ideas, feedback, and generate discussion

• for clarification, especially for complex issues or information

• highly confidential subject

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Six formal speech events.

• meetings• corporate briefings• public speaking• presentations• interviews• speeches

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Forms of Communication

• Written Communication• more formal• more permanent• better if you want to be sure you choose

the right words• less confidential

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Examples and features of written communication

• Letters: Personal, private and lends weight to its subject.

• Memos: Not confidential, less formal than a letter, more likely to be read and thrown away.

• Email: It is private, less formal than a letter, and less likely to be kept than a letter. 

• Notice-board: May never be read. • Newsletter: It is public, not suitable for bad news

but most suitable for minor but necessary news

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NONVERBAL“You say it best when you say nothing at all!”

Examples: Facial expressions, body position, gestures, posture.

BODY LANGUAGE

Our body language tells others:• our feelings• our attitudes• our receptivity of others (I like / dislike your face)

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Voice Tone: 38%

Words: 7%

Facial Expression: 55%

Dr Albert Mehrabian’s “Elements in a Message”:

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Relationship betweenVERBAL and NONVERBAL

• Most times, verbal and nonverbal

Communication can’t be separated, but sometimes they can …

• Be Redundant• Add Emphasis

• Substitute• Contradict

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What is Effective Communication?

• Effective communication exists between two people when the receiver interprets the sender’s message in the way that the sender intended it.

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I didn’t say that!

Are you

saying I’m

fat?!

Do you think

this looks good

on me? It’s ok,

Hon, just say it.

I think that black

one looks better

on you, Doll.

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Type of Barrier Semantics Physical noise Distance Distortion Psychological Noise Failure to use proper channel Personality incompatibility Lack of levelling Omission Refusal to listen

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Description of Barriers• Implied meanings in words• Noise from physical surroundings (“bad connection”)• Face-to-face vs Further away• Difference in culture, values, attitude, experience,

upbringing (including family and education), opinions• Psychological noise (distracted)• Using the wrong channel or using it wrongly• Different personalities• Using specialist terms or jargon• Leaving out information intentionally or unintentionally• Refusing to listen

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Ways to overcome barriers to communication

• A working knowledge• Repetition• Use simple and direct language• Do not make assumptions• Create a supportive, trustworthy and honest

organization climate• Rely on more than one channel• Focus• Feedback

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“Listen very carefully –I will only say this once”

(Michelle, ‘Allo, ‘Allo)Stare at the four dots in the middle for 30 seconds.

What do you see?

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Tips on good listening

• Concentrate – NEVER allow first impressions to distract• Listen for the WHOLE meaning – How does the

sender feel? What’s his attitude and thoughts?• Watch for signals – nonverbal critical: facial

expressions, posture, eye contact, tone, even breathing!• Resist distractions – surroundings, his looks,

your itch…• Avoid making assumptions – do that and you’ve

stopped listening.

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Principles of Good Listening I

• Avoid daydreaming• Anticipate what the

speaker is going to say (but DON”T say it for him!)

• Listen for main ideas (concentration needed!)

• Keep QUIET and listen

(difference between “to hear” and “to listen”)

• Ask questions to clarify the message

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Principles of Good Listening II

• Do not tune-out the speaker

• Consider and evaluate the facts

• Establish empathy for the speaker

• BE attentive• Exercise PATIENCE

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Activity

• Do these in groups of three or four. 1.Su Ling started working at a pet shop but

after two weeks, she fell ill with dengue fever and had to be hospitalised for one week. The night before she was supposed to go back to work, she received an SMS from her boss – “Thank you for your past services. Please be informed that you need not report to work henceforth. A cheque will be mailed to you.” Discuss

•a) what is wrong with the current situation

•b) and ways to improve the situation.

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Activity

2. Ben and Amos are room-mates, but they are very different. Ben is a neat freak and Amos is very messy. One day, Ben lost his temper, and threw all Amos’ stuff into a trash bag. When Amos got home, there was a big fight and now they are both not talking. As their best buddy, what would you pinpoint as the cause of the problem and how can you help Ben and Amos solve it.