1. Q UINCY COLLEGE Paralegal Studies Program Paralegal Studies Program Interviewing & Investigation The Communications Process

2. Communication Definition of Communication Definition of Communication The process of creating and exchanging meaning through symbolic interaction. The process of creating and exchanging meaning through symbolic interaction. Symbols may be verbal or non-verbal Symbols may be verbal or non-verbal Words, gestures, attire, posture, eye contact, tone of voice Words, gestures, attire, posture, eye contact, tone of voice

3. Importance of Communication Skills Every time you interact with someone, you are communicating Every time you interact with someone, you are communicating Oral, written, non-verbal Oral, written, non-verbal To be successful, you must master effective communication To be successful, you must master effective communication

4. The Communication Process Elements of Communication Elements of Communication -Communication as a Process -Meaning in Communication -Symbols in Communication

5. Communication as a Process Process – Parts and actions work together to achieve results. Process – Parts and actions work together to achieve results. Talk…Listen…Nonverbal cues…interpret communication signs…interacting with one another Talk…Listen…Nonverbal cues…interpret communication signs…interacting with one another Occurs in an order… Occurs in an order… Action, energy, result

6. Parts and Actions of a Process

7. Communications as a Process All actions require energy All actions require energy The communication process uses mental and physical energy The communication process uses mental and physical energy When energy is used wisely, it builds productive relationships and is successful in problem solving When energy is used wisely, it builds productive relationships and is successful in problem solving

8. Meaning in Communication Meaning -- the thoughts, ideas, and understandings that are created and shared by communicators. Meaning -- the thoughts, ideas, and understandings that are created and shared by communicators. Meaning allows us to make sense of the world around us. Meaning allows us to make sense of the world around us.

9. Symbols in Communication Symbols – A symbol stands for an idea or a feeling. Symbols – A symbol stands for an idea or a feeling. Something visible representing something invisible. Something visible representing something invisible. We use words and nonverbal communication (eye contact, facial expressions, gestures) to express meanings and feelings. We use words and nonverbal communication (eye contact, facial expressions, gestures) to express meanings and feelings.

10. Symbols in Communication Example: What symbols appear in the picture?What symbols appear in the picture? What meanings do the symbols represent?What meanings do the symbols represent? What does the picture communicate?What does the picture communicate?

11. Principles of Communication Communication is Transactional Communication is Transactional Communication is Complex Communication is Complex Communication is Unavoidable Communication is Unavoidable Communication is Continuous Communication is Continuous Skillful Communication Can Be Learned Skillful Communication Can Be Learned

12. Communication is Transactional Transactional – Process that involves an exchange. Transactional – Process that involves an exchange. Communicators exchange messages - sending and receiving at the same time. Communicators exchange messages - sending and receiving at the same time. Each communicator is a sender and receiver juggling several different messages. Each communicator is a sender and receiver juggling several different messages. Bargaining for acceptance, attention, understanding, persuasion. Bargaining for acceptance, attention, understanding, persuasion. All components are interactive - each part and each action affect the others. All components are interactive - each part and each action affect the others.

13. InteractiveCommunication involves a series of complicated and interrelated processes. Each of these processes affects each of the others and becomes interactive as we communicate. SymbolicMeaning is communicated through the use of symbols. Because these symbols stand for meaning, they are always open to interpretation. Personal and Cultural Because words and gestures are symbols for meaning and feeling, they are very personal. A person’s culture can also add a new or different meaning to a phrase or gesture. IrreversibleOnce you have sent a message, you cannot take it back. It is forever. You can only send additional messages to try to correct any mistakes or misunderstandings that may have been communicated along with your original message. Impossible to Duplicate Each interaction between a sender and a receiver is unique and happens only once in exactly the same way. The conditions of the communication will never again be exactly the same. CircularCommunication involves original messages and feedback to those messages. Feedback is necessary to confirm that communication has occurred. PurposefulThere is always a reason behind an intentional message. It has a stimulus and a purpose. Communication helps us meet needs such as the need to secure food and shelter, get and give information, belong, and be respected and valued as a person. COMPLEX COMMUNICATION IS COMPLEX BECAUSE IT IS: Communication is Complex

14. Communication is Unavoidable It is impossible NOT to communicate. It is impossible NOT to communicate. Even NOT communicating is communicating. Even NOT communicating is communicating. You were alone in an elevator and then someone else got on… You were alone in an elevator and then someone else got on… -What did you do? -What did it communicate?

15. Communication is Continuous Communication is ongoing. Communication is ongoing. First impressions. First impressions. Communication affects feelings and behavior. Communication affects feelings and behavior. Communication influences future interactions and shapes our relationships. Communication influences future interactions and shapes our relationships.

16. Skillful Communication Can Be Learned Communication skills are a learned behavior. Communication skills are a learned behavior. Observe and mimic language. Observe and mimic language. Can always improve communications skills through practice. Can always improve communications skills through practice.

17. Components of the Communication Process Context Context Physical Environment Physical Environment Climate Climate Communicator Communicator Message Message Channel Noise Barrier Feedback

19. Context Context Context -The situation in which communication occurs. Context Determines Roles and Norms Context Determines Roles and Norms -Roles - A part played in a specific setting or situation -Norms - A stated or implied expectation Includes time and place Includes time and place Provides the people, the occasion and task. Provides the people, the occasion and task.

20. Context Context is the environment and situation in which communication occurs: Context is the environment and situation in which communication occurs: -Who (sender or receiver) -Communicates what (message) -To whom (receiver or sender) -Why a message is sent (purpose) -Where it is sent (setting) -When it is (timing) -How it is transmitted (channel) Appropriateness is determined by understanding all these elements Appropriateness is determined by understanding all these elements

21. Physical Environment Influences the quality of interaction within the physical space. Influences the quality of interaction within the physical space. The surroundings affect the quality of interaction. The surroundings affect the quality of interaction. Positive environment vs. negative environment -- Too cold, hot Positive environment vs. negative environment -- Too cold, hot We want safe, comfortable, clean, well lit, orderly, cheerful. We want safe, comfortable, clean, well lit, orderly, cheerful.

22. Climate Influences the emotional, attitudinal and intellectual tone of communication. Influences the emotional, attitudinal and intellectual tone of communication. Climate is created by the emotions and attitudes of the communication. Climate is created by the emotions and attitudes of the communication. Content and history of participants. Content and history of participants. Positive or negative Positive or negative

23. Communicator The people involved in the communications process are communicators. The people involved in the communications process are communicators. Sender-Receiver Sender-Receiver -The person who sends the message.  Receiver-Sender -The person who receives the message.

25. The Communication Process Model

26. Message A message is the information that is exchanged between communicators. A message is the information that is exchanged between communicators. Purpose Purpose -Convey meanings and feelings between senders and receivers.

27. Classifying a Message Intentional Message Intentional Message The meanings and feelings one person wishes to send to another The meanings and feelings one person wishes to send to another Unintentional Message Unintentional Message The message that the sender-receiver does not wish to send or is unaware of sending. The message that the sender-receiver does not wish to send or is unaware of sending. Actual Message Actual Message The message the receiver-sender actually receives. The message the receiver-sender actually receives.

28. Classifying a Message

29. Components of a Message All messages have these three things: All messages have these three things: Content (Cognitive component) Content (Cognitive component) -The information exchanged. What the communication is about. Feeling (Emotive component) Feeling (Emotive component) -How you feel about the topic. It is difficult not to reveal how you feel. Relationship Relationship -The relationship that is between the two communicators. How they regard each other in the roles they play.

30. Components of a Message Because the content, feelings and relationships play a huge role in understanding the message… Because the content, feelings and relationships play a huge role in understanding the message… Messages can be misunderstood. Messages can be misunderstood.

32. Channel The method in which the message is transmitted. The method in which the message is transmitted. -Face-to-face -Phone call -Email -Text -Voice-mail Choosing the appropriate channel is important. Determined by the relationship. -Formal letter -Personal note

33. Noise Anything that interferes with a message and is usually temporary. Negative effect that disrupts communication. Anything that interferes with a message and is usually temporary. Negative effect that disrupts communication. Can be overcome. Can be overcome. Trained communicators learn to overcome the obstacles noise presents. Trained communicators learn to overcome the obstacles noise presents.

34. Noise Internal Noise Internal Noise Interference residing inside the communicator Interference residing inside the communicator -Cold, sleepy, sick, anger, preoccupation, moodiness External Noise External Noise Distraction in the channel or the physical environment. Distraction in the channel or the physical environment. -Constant talking of a classmate, smell of lunch, sloppy presentation

36. Barrier Any obstacle that blocks communication Any obstacle that blocks communication Long-term problems Long-term problems Destructive to communication process Destructive to communication process Difficult to overcome Difficult to overcome Ingrained in communicator’s behavior Ingrained in communicator’s behavior

37. Barriers Internal Barrier Internal Barrier -Inside the communicator -Ignorance, prejudice, defensiveness, competitiveness External Barrier External Barrier -Don’t speak same language -Unclear speech -Interpretation of nonverbal signals -Time/distance

38. Feedback One person’s observable response to another’s message. One person’s observable response to another’s message. -Can be verbal or nonverbal (e.g., smile, frown) It assures the sender that communication has occurred. It assures the sender that communication has occurred. It allows the sender-receiver to adjust or modify a message for greater clarity and understanding by the receiver-sender. It allows the sender-receiver to adjust or modify a message for greater clarity and understanding by the receiver-sender. It provides insight into the communicator’s message. It provides insight into the communicator’s message.

39. Feedback Assurance Assurance -Examples: Waving back when a friend waves, nodding Adjustment Adjustment -Restate the idea, provide an example, give a definition Insight Insight -Gives the communicator valuable information about how well he/she communicates

41. Process Used by Sender-Receiver Sensory Perception Sensory Perception Encoding Encoding Transmitting Transmitting Sender-Receiver’s -Ideas -Feelings -Needs -Goals …fuel the process

42. Processes Used by Sender-Receivers

43. Process Used by Sender-Receivers Sensory Perception Sensory Perception -The complex physical process of taking in data through the five senses. Motivates the sender-receiver to communicate. -Seeing, hearing, smelling, tasting, and touching -Data – those things that catch a communicator’s attention such as objects, people, sounds, thoughts, memories. -Data has no meaning until a person discovers it and assigns meaning to it.

44. Process Used by Sender-Receivers Encoding Encoding -The mental process of assigning meaning and language to data. -Brain encodes by… Connecting meaning to data by filtering it through previous knowledge and experience.Connecting meaning to data by filtering it through previous knowledge and experience. Filtering meaning through the brain’s language center to assign a word symbol or language to data.Filtering meaning through the brain’s language center to assign a word symbol or language to data. -Struggle with encoding when you don’t have prior knowledge.

45. Process Used by Sender-Receivers Transmitting -The physical process of sending verbal and nonverbal messages. -After encoding, sender-receivers transmit it to receiver-senders. -Together, verbal and nonverbal communication allow us to express what we mean and what we feel.

46. Processes Used by Receiver-Senders

47. Acquiring the Message Acquiring the Message Decoding the Message Decoding the Message Providing Feedback Providing Feedback

48. Processes Used by Receiver-Senders Acquiring the Message Acquiring the Message -The physical process of receiver-senders use to take in the sender’s message. -Sense of sight, smell, taste, touch, hearing.

49. Processes Used by Receiver-Senders Decoding the Message Decoding the Message -The mental process receiver-senders use to create meaning from language -What is the speaker trying to say? -Opposite of encoding. -Takes symbols such as words and gives them meaning. -Hears words and observes nonverbal clues and attaches meaning to them.

50. Processes Used by Receiver-Senders Providing Feedback Providing Feedback -One person’s observable response to another’s message. -Verbal and nonverbal responses -Completes the cycle of action.

52. End of The Communications Process