TOPIC 2

THE COMMUNICATION PROCESS

OBJECTIVES
a. Explain the concept communication process
b. Describe the communication process
c. Explain the components /Elements of communication
d. Explain the factors to consider when choosing a channel / medium of
communication
e. Explain the barriers to effective communication and how to cope with the
barriers
f. Explain the principles of effective communication.

What is the communication process?

The communication process refers to a series of actions or steps taken in order to successfully
communicate. It involves several components such as the sender of the communication, the
actual message being sent, the encoding of the message, the receiver and the decoding of the
message. There are also various channels of communication to consider within the
communication process. This refers to the way a message is sent. This can be through various
mediums such as voice, audio, video, writing email, fax or body language. The overall goal of
the communication process is to present an individual or party with information and have them
understand it. The sender must choose the most appropriate medium in order for the
communication process to have worked successfully.

Parts/ elements / components of the communication process

The communication process has several components that enable the transmission of a message.
Here are the various parts:

Sender: This is the person that is delivering a message to a recipient.

Message: This refers to the information that the sender is relaying to the receiver.
Channel of communication: This is the transmission or method of delivering the message.
Decoding: This is the interpretation of the message. Decoding is performed by the receiver.
Receiver: The receiver is the person who is getting or receiving the message.
Feedback: In some instances, the receiver might have feedback or a response for the sender.
This starts an interaction.

STAGES OF THE COMMUNICATION PROCESS

Describe the communication process / How does the communication process work?

In order to successfully communicate, it's important to understand how the process works. Here
are the seven steps in the communication process:

-The sender develops an idea to be sent.

-The sender encodes the message.
-The sender selects the channel of communication that will be used.
-The message travels over the channel of communication.
-The message is received by the receiver.
-The receiver decodes the message.
-The receiver provides feedback, if applicable.

1. The sender develops an idea to be sent – IDEATION/ CONCEPTION

The beginning of the communication process involves the sender creating an idea that they plan
to send to another person or group of people. Essentially, they're planning the overall subject
matter or information they want to transmit.

2. The sender encodes the message: ENCODING

Once the sender develops an idea, they translate it into a form that can be transmitted to someone
else. This means they transform the thoughts of the information they want to send into a certain
format. For example, if you are writing a letter, you'll translate your idea into words. The
message can also be nonverbal, oral or symbolic.
3. The sender selects the channel of communication that will be used : CHANNEL
SELECTION
Next, the sender decides how the message will be sent. This involves selecting the most suitable
medium for the message they're relaying. Some communication mediums include speaking,
writing, electronic transmission or nonverbal communication. If you're communicating at work,
make sure to select the proper and most professional channel of communication.

4. The message travels over the channel of communication: TRANSMISSION

After the medium is chosen, the message then begins the process of transmission. The exact
process of this will depend on the selected medium. In order for the message to be properly sent,
the sender should have selected the appropriate medium.

5. The message is received by the receiver: RECEPTION OF MESSAGE BY RECEIVER

Next, the message is received by the recipient. This step in the communication process is done
by hearing the message, seeing it, feeling it or another form of reception.

6. The receiver decodes the message: DECODING

a. The receiver then decodes the sender's message. In other words, they interpret it and
convert it into a thought. After they've done this, they analyze the message and attempt to
understand it. The communication process is performed effectively when the sender and
receiver have the same meaning for the transmitted message.

7. The receiver provides feedback, if applicable: FEEDBACK

Lastly, unless it's a one-way communication, the receiver will provide feedback in the form of a
reply to the original sender of the message. Feedback provides the recipient with the ability to
ensure the sender that their message was properly received and interpreted. Between two people,
this is two-way communication.
Importance of feedback in the communication process
 It is the process in which a reaction to sender’s communication is expressed
 It is the link between the sender and the receiver in the process
 It indicates how well a message has been understood.
 It is a key element in the process because it enables both sender and receiver to evaluate
the effectiveness of their communication

Tips for improving the communication process

Here are some tips to consider to improve your communication skills and the communication
process overall:
Simplify your message: In order to ensure your message is properly understood, you should
keep your language simple and to the point.

Know your audience: It's also important to consider the audience that will receive your message
as well as their needs and interests.

Be a good listener: As a communicator, it's important to actively listen to what those around you
are saying. This will ensure that you're sending the right message.

Ask questions: It's also important to ask good questions to keep the communication flowing.
Make sure your questions are insightful and engaging.

Take the time to respond: When communicating, it's important to consider how you might
reply to a person to ensure you know what you want to say.

Consider your body language: If you're communicating through a different medium, it's
important to be mindful of your body language. In addition, be aware of the body language of the
person you're communicating with, as well.

Maintain eye contact: It's also important to make contact with the person or group you're
communicating with. This will show that you're actively listening to who you're communicating
with.

Clarify your message if needed: If the recipient of your message is unclear about what you're
trying to say, it's important to clarify your message. This will help them to better understand you.
Factors to consider when choosing a channel or medium of communication

Question
Explain five factors that should be considered when choosing a means
of communication

Speed/ urgency/time
A more urgent message will require a faster means of communication, when the
message is urgent, the telephone, telex, telegram or an email is the best.

Cost/ affordability
Refers to expenses incurred in sending a message. Generally, the letter is cheaper
to send messages. Choose a means which is affordable.

Confidentiality/ secrecy
Refers to the ability of the message to reach to the intended person. Confidential
messages require appropriate means e.g. oral means are confidential especially
face to face, the telephone is not ideal or even a letter but if one decides to use the
letter, then consider registering it for confidentiality.

Distance
-Represents the geographical gap between the sender and the receiver, for instance,
if they are within the same building or organization, then the telephone would be
appropriate or ideal.

Evidence/ reference/record
- One should consider if a future record will be required. All means of written
communication provide evidence.
-
Reliability
The assurance certainty that the message will reach the intended recipient, at the
intended time, place and the right form. face to face is the best for this purpose.

Accuracy
The method used should not distort the message.

Impression / influence
The method used should meet the desired effect or impression.

Recipient literacy / language / status of recipient

Time of the day

One should consider the time of day, for instant, if calling an office, the lunch time
is not the best or even when calling overseas, consider the different time zones.
REVISION QUESTIONS AND ANSWERS
1.Explain the process of communication.
2. “Communication is a two-way process of exchanging ideas or information between
two human beings”. Explain this statement with the help of a diagram.

Ans: Communication simply means exchange of ideas & information between two persons.
A person sends a message to another person and gets the response from the receiver on the
message. This whole phenomenon can be explained as under.
1. Sender’s thoughts:-

The very first step in the process of communication is generation of thought in the sender’s
mind. These thoughts may be about a request, order, inquiry production or any other such
activity.
2. Encoding / Message:-
The thought generated in the mind of sender is ambiguous and unable to be communicated
unless it is put into a receivable form. This step is known as encoding where the sender
converts his thought into a message by means of a language. For example, a sender thinks
about having a job. Now, he will put his thought on a paper. That is called job application. In
his way, his thought becomes a message.
3. Transmission through media: -
Once a thought is converted into message, it should be transmitted to the receiver through a
suitable medium. This media might be electronic media as T.V., E-mail, radio etc. or it may
be print media like newspaper, magazines, letters or merely sound that is transmitted through
the medium of air.
4. Noise and Barriers: -
While transmitting the information to the receiver, the sender faces lots of barriers. These
noise and barriers are explained as under:
(i) On sender’s side: - Noise and barriers may take place during the process of
encoding. Some of them may be caused by distraction, lack of concentration,
typing mistake, poor language etc.
(ii) In the medium: - Some barriers are caused by medium such as poor
transmission on T.V. and radio misprinting in newspapers etc.
 (iii) On receiver’s side: - The receiver can also create certain barriers to the
receiving of message such as poor reading ability, emotions, lack of
concentration etc.

5. Decoding by Receiver: -
Having received the message form the sender, the receiver attempts to understand and
interpret the message. This process of converting the language of message into thoughts is
known as decoding. For instance, the receiver, having received job application, reads the
application and understands the message conveyed by the applicant.

6. Idea Received: -
As soon as the process of decoding is finished, the idea given by the sender is received by
the receiver. It means the thought that was generated in the mind of sender has been
transmitted to the mind of receiver. In our example, the sender wanted to inform the receiver
about his thought of having a job. Now the sender has got this idea.

7. Feedback: -
Process of communication is incomplete until the receiver responds to the sender. This
response may be negative, positive, or for further enquiry. It means when the receiver of job
application welcomes or regrets the sender, the process of communication is deemed to be
complete. This whole process can be depicted through the following diagram.

Sender’s Transmission

Thoughts/ideation through media

 Encoding

Decoding

Feed Back Idea Received

Q. Discuss five elements (Factors) of the process of communication;

Ans: Communication is the exchange of ideas between two minds. This process of
exchanging idea is based on following five factors.
1. Sender
Sender is the person who initiates the process of communication. He generates an idea in
his mind regarding production invention, innovation, request, order, enquiry etc. So, he is the
first factor of communication process and his function is to generate an idea. Therefore, it is
necessary that the idea should be clear, and convertible into message. For this purpose, the
sender needs to apply his knowledge and imaginative power.
2. Message
The idea in the mind of sender is transformed into words that is called message. The sender
decides on the length, style, organization and tone of the message. The message may be
presented in many ways, depending on the subject, purpose, audience, personal style, mood
and cultural background.
3. Media
The media of transmission of message are electronic media as T.V., radio, computer and
print media as newspapers, letter, magazine etc. media play a very important role in helping
the receiver’s understand the message. A wrongly chosen medium can interrupt the process
of communication, Selection of medium depends upon message, audience, urgency and
situation.
 4. Receiver
Receiver is the person who gets the message from the sender, decodes it, understands it and
interprets it.
5. Feed Back
Having understood the message, the receiver responds to the sender in yes or no or asks
further questions. This process is called feedback.

BARRIERS TO EFFECTIVE COMMUNICATION

A barrier is anything that hinders or obstructs. Barriers to communication are the factors that
hinder or obstruct the exchange of information.

There are different types of barriers to effective communication. They include:

1. PERSONAL BARRIERS
These are barriers related to the sender or receiver of the message.
a) barriers related to the sender
 poor / lack of preparation by the sender leading to inadequate information
 poor presentation of the message by the sender, e.g. through poor speech pr bad
handwriting
 use of wrong communication medium
 poor timing by the sender of the message
 use of unfamiliar or inappropriate language
 status of mind of the sender may lead to rejection or lack of feedback; e.g. if you send a
message to someone when angry; it may not elicit the expected response from the
receiver.
 Prejudices; having a negative attitude or biasness towards the receiver.
 Poorly defined objective or purpose of communicating.
b) Barriers related to receiver
 Poor listening or inattentiveness by receiver.
 Negative attitude by receiver or biasness towards the sender.
 Poor interpretation of the message.
  Prejudgment by receiver
 Lack of feedback.
 Poor retention by receiver.
 Language incompatibility.
 Status of mind of receiver which cause him/her to reject the message being passed.

2). PHYSICAL BARRIERS

Physical distractions are physical things that can get in the way of the communication process.
they include:
 An environment which is too hot or cold
 Uncomfortable chairs.
 Noise in the surrounding that creates competition for attention. For example, noise of
traffic around a school obstructs the smooth flow of information between the teacher and
student.
 In some instances, distance may increase the cost of communication and time taken to
communicate.
 Physical obstacles such as buildings, walls, mountains, rivers may hinder communication.
 Closed office doors.
 Large working area.

3. LINGUISTIC BARRIERS/ semantic barriers

Semantics is the systematic study of the meaning of words. Thus, the semantic barriers are
barriers related to language. such barriers are problems that arise during the process of
encoding and / or decoding. They include:
 Misinterpretation of words
 Use of technical language (jargon)
 Ambiguity – using words or sentences with double meaning.
 Different code or language.
 Lack of clarity of speech.
 4. PSYCHOLOGICAL BARRIERS
Psychological barriers can be described as the cause of distorted communication due to human
psychology problems. They include:
 Status difference between the sender and receiver
 Closed mind
 Inattentiveness
 Information overload
 Self-image
 Premature evaluation
 Distrust
 Poor retention

5. PHYSIOLOGICAL OR BIOLOGICAL BARRIERS

Physiological barriers are related to a person’s health and fitness. This may arise due to
disabilities of sender or receiver. They include:
 Poor eye sight, deafness and uncontrolled body movement.
 Physical defects in one’s body may also disrupt communication.

6. ORGANIZATIONAL BARRIERS
 Loss or distortion of messages as they pass from one level to another
 Messages not read completely or not understood correctly.
 Filtering of information according to one’s understanding / interpretation.
 Deliberate withholding of information.
 Lack of a communication policy.
 Authoritative attitude by management.
 Too many levels in the organizational structure/ management creating confusion and
delays.
7. HUMAN RELATIONS BARRIERS
These are the barriers that are caused by personality clashes where people cannot communicate
with each other.
STRATEGIES OF OVERCOMING COMMUNICATION BARRIERS
1). Sender's responsibilities

 Use simple and appropriate language.

 Use an appropriate communication medium and channel.

 Ensure your message is sent at the right time.

 Be sensitive to other people's background, cultures, eco status, religion etc.

 Follow up to ensure your message has been understood,

 Be supportive to the receiver of your message to counteract any defensive attitude.

 Develop an interest in the subject of your communication and prepare adequately.

 Avoid prejudices or biasness by having a positive and open. minded attitude towards the
receiver of the message.
2). Receiver's responsibilities

 Listen keenly and be attentive throughout to avoid distractions.

 Be patient and allow the speaker time to speak without interruption.

 Stop talking and pay attention since one cannot listen while talking.

 Ask questions when message is not clear as this encourages the speaker and it shows that
one is interested in the being passed.

 Adopt a positive and open-minded attitude by avoiding prejudgment.

 Give feedback.

3.For physical barriers

 Appropriate sitting arrangement

 Environmental comfort
  Ensure visibility and audibility
 Minimize visual and oral distractions

4.For language barriers

 Use simple language
 Avoid information overload

PRINCIPLES TO EFFECTIVE COMMUNICATION

Principles of effective communication refer to the rules and scientific aspects that must be taken
into account in all forms of communication. They are the rules that guide effective
 communication. Although these principles help make all forms of communication more
effective, they are most important to written communication. They include:

1. Clarity.
This refers to the state of being clear. The message sent, the words, the symbols etc. should
be clear in their meaning. There should be clarity of thought and expression.

a) Clarity of thought.
The communication process starts with an idea in the mind of the sender. To ensure that the
entire communication process is successful, the sender must be clear on;
i. The objective of his communication
ii. The message to be communicated
iii. The medium/channel most suitable for the purpose.
Example

A factory manager who wishes to prohibit smoking in the premises.

i. The objective is to give a warning against smoking

ii. The message to be communicated is no smoking in the premises

iii. The most suitable channel/ medium is a written visual sign or poster
showing a cross-mark of a lighted cigarette. A notice on the wall would not be
ideal.

b. Clarity of expression
 The recipient decoded gets message to know the idea in the sender’s mind through the decoded
message. the sender therefore should be careful about the meanings and organization of the
words. To avoid misinterpretation by the receiver, the sender should:

a. Use simple words

b. Use short sentences
c. Use active not passive
d. Avoid jargon
e. Use concrete expressions— concreate communication implies being particular/
specific rather than general
f. Avoid ambiguity e.g. use of words with more than one meaning e.g. book

2. Conciseness - keep the message to the point

Means you give a lot of information in very few words. One should be as brief as possible, but
without compromising clarity, correctness, completeness or appropriateness. To achieve
conciseness in your message, ensure that;

i. You include only relevant facts

ii. Avoid repetition
iii. Avoid wordy expressions
iv. Organize your message well

3. Completeness
- Complete presentation of facts and details is necessary in any business communication

- Incomplete communication leads to ineffectiveness of the action to be taken, irrelevancy,

misinterpretation and misunderstanding of the message. This is because it leaves a number of
questions unanswered.

Example: When replying to an enquiry from a customer wishing to buy a car, one must include
all relevant facts about the car such as the model, colour, price mode of payment and other
specifications.
- The message should be well organized in such a way that the reader/listener is not in doubt
about the details contained in it.

- Tips for communication completeness

(a)While answering a letter, include all relevant details and answer all questions if any.
(b)Check on the “5w’s questions to why? What? Where? Who? When?

4. Correctness.
Ensure that you use correct facts and expressions in your communication. If in doubts about
anything, verify it before passing your message. Consider also the following aspects;

a. give correct facts expressed in the correct language. Ensure you follow the rules of

grammar

b. Send your message at the correct time. Don't send outdated information
c. Send your message in the correct style. Adapt your message to the needs of your
receiver e.g. age, background etc.
d. send the message in the correct style

5. Objectivity.

The sender must ensure that the words, phrases and symbols they use in
communication are in their most common and widely accepted meaning. Words with
double meaning should be avoided.

6.0rder
The message should be very well organized in a given order e.g. in order of importance,
ascending or descending order, in order of importance etc.
7.Courtesy
Courtesy demands being considerate towards the receiver. To promote courtesy, ensure that;

i. You answer letters promptly.

ii. Acknowledge receipt of all communication
iii. Omit irritating expressions or negative words that irritate the reader e.g. avoid
discriminatory or gender exclusive language. it is advisable to use words such as ‘one’
instead of ‘she’ or ‘he’, ‘police officer’ instead of ‘police woman’, spokesperson,
chairperson etc.
iv. Apologize sincerely for any omission
v. Thank generously for any help or favor

REVISION QUESTIONS
1. Outline three factors that interfere with clarity of a message. (3 marks)
2. Highlight two ways in which the following is achieved:

(i) Conciseness (2 marks).

(ii) Courtesy (2 marks).
(iii) Clarity of thought (2 marks)
(iv) Clarity of expression (2 marks)