29-Sept-2001GE Professional Skills (GE105) Introduction to communication Dr. Sean Doherty Department of Electronic Engineering phone Sept-2001

29-Sept-2001GE The communication process Elements of the communication process –intention to communicate –message encoding –medium –decoding a model perception and perception errors principles of effective communication for the sender and receiver

29-Sept-2001GE The communication process Good communication is important at every level of a business organisation. Effective communication is difficult. e.g. personal and business. The consequences of poor communication in business can be disastrous. Communication is the process by which information (facts, opinions, attitudes, feelings) are conveyed from one person to another. All communication requires a sender and a receiver. Most communication is two-way i.e. each person is both a sender and a receiver. Interpersonal communication.

29-Sept-2001GE Intention to communicate The sender decides to send a message. Casual conversation Unintentional communication

29-Sept-2001GE Message encoding Message is encoded into a set of symbols. >written >spoken >non-verbal communication (NVC) dress, body language, use of space/territory, tonality, eye contact communication is dynamic a message has ‘content’ and ‘feeling’

29-Sept-2001GE Medium The means used to transmit the message –written (letter, memo, report, company magazine …) –oral (face to face, phone, interview, meeting, presentation …) –visual (NVC, diagrams, charts, photographs...) –electronic (video, telephone, fax, , internet…) –mass (TV, radio, press, internet …) each medium has pros and cons as determined by :- –purpose of communication –complexity of the message –need for a record –feedback timescale –distance between sender and receiver –personal touch? –cost

29-Sept-2001GE Decoding the message The process of understanding the message is called “decoding” and the communication is successful only if it is correctly decoded ie. The receiver understands the sender’s intended message. Messages can be misunderstood, often with severe consequences, for several reasons :- –careless or inattentive receiver –sender uses specialist language which the receiver does not understand –the message is ambiguous –the receiver’s emotion or feelings towards the sender

29-Sept-2001GE Information Source Noise Source Transmitter Destination Receiver MessageSignal Received Signal Message + + Shannon and Weaver Model Limitations –no feedback –no context –linear sequential model

29-Sept-2001GE Other parts of the communication process Feedback. Allows the sender to access the impact on the receiver. Context. Time and place. Noise (Shannon and Weaver)

29-Sept-2001GE Perception We perceive the world through our senses. Internal stimuli - physiological and mental “The process by which people become aware of internal and external messages and interpret these messages into meanings” Perception is selective –we must filter some stimuli to avoid overload Perception is unique to each individual –our perception is influenced by our experience, age, gender, culture, job etc. Shared perceptual framework. Beliefs and attitudes

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29-Sept-2001GE Perception errors Sensory limitations (e.g. previous page) Strong emotions Prejudice Expectations Cultural differences

29-Sept-2001GE Person Perception A key communication skill is to understand our perception of ourselves and others. It is important to develop this. Perceptions of ourselves –self image is built up from your life experience –we tend to welcome information that reinforces our self image and retreat from conflicting information Perception of others appearance - size, shape, looks, accent, clothes. Stereotypes. role - we expect people to behave according to there role attributions. Treat with caution!

29-Sept-2001GE Effective communication : Sender What are your objectives? Put yourself in the receiver’s shoes. Choose the best medium. Organise your ideas and express them carefully. Choose your language carefully. Consider the context. Be positive. Obtain feedback

29-Sept-2001GE Effective communication : Receiver Give the sender your full attention. Try to interpret the message correctly. Ask for clarification if necessary. Don’t be prejudiced. Take notes. Respond appropriately.