1. The Communication Process: An Introduction
Chapter 1
The Communication Process:
An Introduction
Communicating for Results, 10th edition

2. The Communication Process
Communication skills are important to success in business and professional settings
Despite evidence communication skills are necessary for success in the workplace, individuals continue to have problems in this area
Fortunately, communication is a skill that can be learned
Communicating for Results, 10th edition

3. Communication Defined
Latin root of communicate is communicare
To impart, share, make common
Communication is the process of people sharing thoughts, ideas, and feelings with each other in commonly understandable ways
Communicating for Results, 10th edition

4. Models of Communication
Key to success is being able to identify cause for misunderstandings and figure out how to keep them from occurring again
This is where communication models prove helpful
Allow us to pinpoint where in communication process misunderstandings occur so that we can correct them
Models have evolved from early one-way models to more accurate transactional models
Communicating for Results, 10th edition

5. One-Way Model
Communication viewed as linear process going from Person A to Person B
Shows communication occurs in presence of internal and external noise and message is carried by code traveling through a channel
No response or feedback
Communicating for Results, 10th edition

6. The Process of Communication
A Linear View
Communication is “done to” a receiver
Figure 1.1

7. Circular Model
Communication is viewed as circular or interactive process
Sender communicates message to receiver who interprets it and sends reply back to sender
Includes feedback
Implies communication occurs in step-by-step process
Rarely happens
Addition of frame of reference
Communicating for Results, 10th edition

8. Transaction Model
Communication viewed as simultaneous, transactional process between senders and receivers
Simultaneous
Persons involved may be sending and receiving at same time
Transactional
Both persons responsible for creating meaning and both influence and are influenced by the other
Addition of environment and stimulus/motivation
Communicating for Results, 10th edition

9. The Process of Communication
A Transactional View
Communication as a uniquely human process
Figure 1.2

10. Frame of Reference
Communication breakdowns occur because we use our own background and experience to encode and decode
An invisible window
Unless backgrounds and experiences of both sender and receiver are identical, messages may not be accurately encoded or decoded
Only when our frames of reference overlap can we expect real understanding
Communicating for Results, 10th edition

11. No Identical Frame of Reference
Managers and employees have different frames of reference
Frame of reference differences play role in international business confusion
Individualistic/collectivistic cultures
Low context/high context cultures
Communicating for Results, 10th edition

12. No Identical Frame of Reference
Communicator needs to remember that message that counts is the one received
As sender you need to be concerned with what your receiver thought you said
Burden of communication lies with sender
It is a good idea to check reception of your message by asking receivers to paraphrase what they think you meant
Communicating for Results, 10th edition

13. Communication Code Vocal and Visual Code 69% Verbal Code 31%
Language (verbal) – spoken or written words
Paralanguage (vocal) – tone, pitch, volume
Nonverbal (visual) eye contact, facial
expressions, posture
Vocal and
Visual Code
69%
Verbal Code
31%
Copyright Cengage © 2011

14. Four Ethical Rules
The utilitarian rule – greatest good for the greatest number of people
The moral rights (Kant) rule – protecting fundamental inalienable rights
The justice rule – equal treatment
The practical rule – the typical person will find them acceptable
Copyright Cengage © 2011

15. Communication and Ethics
As an employee, watch for following ethics traps:
Trap of necessity
Trap of relative filth
Trap of rationalization
Trap of self-deception
Trap of end justifying the means
Communicating for Results, 10th edition

16. Communication and Ethics
Practical reasons for being ethical:
If people lose faith in you, or in your company, failure is inevitable
Not only do people enjoy dealing with honest people, they also prefer working for ethical companies
Unethical behavior weighs heavily on your conscious
Communicating for Results, 10th edition

17. Texas Instruments Ethics Quiz
Is the action legal?
Does it comply with our values?
If you do it, will you feel bad?
How will it look in the newspaper?
If you know it’s wrong don’t do it.
If you’re not sure, ask.
Keep asking until you get an answer.
Copyright Cengage © 2011