1. Chapter 1 Communication Concepts

2. Communication Defined What is communication? …the process of sending and receiving messages Shared understanding is the key to effective communication

3. Communication Process Model Communication process model breaks down communication into parts Receive r/ Sender Sender/ Receiver Message Feedback Encodes Decodes Encodes Decodes

5. Communication Process Model Sender: originates a communication message Receiver: destination of the communication Encoding: sender changes thoughts into symbols Decoding: receiver assigns meaning to symbols

6. Communication Process Model Message: idea, thought, feeling or opinion to be communicated (clear or unclear) Channel: medium through which the message travels from sender to receiver Feedback: receiver’s response to the message/indicates the message is seen, heard and understood

7. Communication Process Model 1. Sender (Encoder) Initiates the communication If both good and bad news will be given, the good news should be given first If both a simple and a complex message will be given, the simple one should be given first

8. Communication Process Model 2. Message Verbal (part of the message that is heard) and nonverbal (body language and the surrounding environment)

9. Communication Process Model 3. Channel Means used to convey the message

10. Communication Process / Channel a. Immediate feedback Oral communication b. Other party may not understand verbal channels c. Other party may be reluctant verbal channels

11. Communication Process / Channel d. Need to document the communication written channels e. Message should have detailed accuracy written channels f. Message must be delivered to many people written channels

12. Communication Process / Channel Types of channels within an organisation a. Downward Channels: passing information from superior to subordinate to; give job instructions bring about understanding of the job provide information about procedures provide feedback about performances of subordinates LOSS OF INFORMATION

13. Communication Process / Channel b. Upward Channels: provides subordinates to convey information to their superiors to; gain feedback and learn about problems that affect efficiency, evaluate employee attitudes and perceptions SUBORDINATES FEEL THEIR SUPERIORS ARE NOT THAT OPEN AND ENCOURAGING

14. Communication Process / Channel c. Lateral Channels: conveying information between individuals and units on the same hierarchical level for; the coordination of tasks sharing of information, problem solving conflict resolution This type of communication is persuasive and suggestive rather than directive or authoritative

15. Communication Process / Channel d. Informal Channels: grapevine Single-strand: Each person recieves information from one person and passes it on to one more Gossip: one individual passes the news to all others message message message A BCD

16. Communication Process / Channel d. Informal Channels: Probability: Information is passed on randomly Cluster: Channel members selectively choose their informal communication links COMMUNICATION BARRIERS IF THEY CARRY RUMOR, GOSSIP, INACCURATE INFORMATION

17. Communication Principles Communication occurs within a context (when, where, why and with whom) – Chronological context: time a which communication occurs – Physical context: location or setting of your communication

18. Communication Principles – Functional context: purpose of the communication Practical: job, apartment, health and safety Social: establish connections, building ties Decision-making: how to dress for the weather, where to live – Relational context: person(s) with whom you communicate and your relationship – Cultural context: race, ethnicity, gender, age, sexual preference, disabilities, etc.

19. Communication Principles Communication is unavoidable – Try to not communicate – Intrapersonal: internal monologue that judges, comments, worries, dreams and analyzes.

20. Communication Principles Communication occurs at different levels – No two relationships are alike – Small talk: establish contact with others and build rapport – Information talk: hobbies and interests, likes and dislikes, personal preferences

21. Communication Principles – Opinion talk: riskier than the other levels; you open yourself up to criticism and disagreements can lead into conflict – Feelings talk: most challenging because you expose parts of your inner self

22. Communication Principles Communication requires ethical choices – Freedom of speech doesn’t mean you can say anything you please. – Words can nurture, resolve misunderstandings or create intimacy – Words can strain relationships, destroy trust or land you in jail – Plagiarism, falsify records, harassment, etc.

23. Communication Principles Communication has its limitations – Communication cannot solve all your interpersonal problems. – Many other skills are needed (for ex. Flexibility, forgiveness, open to change). – Other factors threaten stability of relationships – Workplace relationships can be demanding.

24. Communication Barriers Internal Noise – Occurs inside the sender and receiver – Beliefs and values – Faulty assumptions can lead to emotion – Trigger or hot button words can evoke emotion – Defensiveness

25. Communication Barriers External Noise – Occurs outside the sender and receiver – Can be easier to control than internal noise – Includes technology

26. Communication Barriers Semantic Noise – Occurs when the receiver doesn’t understand a word or gesture – Can happen with different cultures – Technicians using jargon with laypeople

27. Communication Barriers Gaps – Results from people being different – Gender – Age – Ethnicity – Race – Status – Sexual orientation – Generation

28. Barriers to Communication / Problems caused by the sender The amount of information the individual has about the subject of the message Not much information Too much knowledge Indecission regarding how to present the information The order of the presentation Lack of familiarity with the audience Emotional conflict Lack of experience in speaking or writing

29. Barriers to Communication / Problems in transmission Illegible material as a result of poor typing, poor photocopying, poor handwriting Poor acustics Use of too many transmission links Transmission of conflicting messages

30. Barriers to Communication / Problems in reception The surrounding environment Receiver’s physical condition Receiver’s failure to pay attention to the message – Simultaneous receipt of two or more messages – Receiver is bored

31. Barriers to Communication / Problems in receiver comprehension Receiver may not understand some of the words used Personal interests Emotional responses

32. Dealing with communication barriers Focus on the objective Unserstand the other party Be organized Seek feedback Know yourself

33. Communication and Technology iPods Information at students’ convenience Need for computer literacy Less connected Need for balance