Communication Systems

Learning Objectives
After studying this chapter, you should be able to:
1. Illustrate the communication process
2. Identify the impact of communication in
organizations
3. Describe transactional analysis; and
4. Identify and discuss several barriers to
communication
Let’s test our mindset

Optimistic vs Pessimistic
Let’s test our mindset

Scarcity vs Abundance
Let’s test our mindset

Feedback vs Feed-forward
Let’s test our mindset

Fatalism vs Self Efficacy

SCHRAMM’S LINEAR
MODEL OF
COMMUNICATION
(1954)
BACKGROUND

 THE PROPONENT
Wilbur Schramm
(1907-1987)
The founder of the
academic field of
communication
First Professor of
communication
Schramm’s Communication Model

 Based on Shannon & Weaver’s prior

mathematical model.
 the Fields of Experience
 Role of Exchangeability
 Feed back loops
 Definition of Terms
 Encoding
 Decoding
 Interpreting
 Message
 Source
 Destination
 Signal
 Feedback
Schramm’s Model of
Communication

Message

Encoder Decoder

Interpreter Interpreter

Decoder Message Encoder

Schramm’s Model of Communication with
Feedback

Message

Encoder Decoder

Interpreter Interpreter

Decoder Message Encoder

 Feedback “the return process in which the originator
of a message also acts as the recipient of a message
resulting directly from the first message” –
Tannenbaum

 Two Sources of Feedback

 The message returning to the originator of the first
message from the recipient (originated with
Ferdinand de Saussure – 1915)
 People are constantly monitoring their personal
communication behavior and evaluating it – what is
sometimes called “self-monitoring”.
 * Feedback can initiate from sender or receiver.
Schramm’s Model of Communication with
Feedback

Message

Encoder Decoder

Interpreter Interpreter

Decoder Message Encoder

Schramm’s Field of Experience Model

Field of Experience
Field of Experience
Source Encoder Signal Decoder
Destination
STRENGTHS
 The model provides an additional perspective which is
the ‘field of experience’
 Included feedback, context and culture
 Adapted by other model designers
WEAKNESS

 Does not include multiple

levels of communication
Why is this important?
 Applying Communication to Educational Communication
 Being able to identify noise
 Helping Create Overlapping fields of experiences
Schramm’s model for everyday use
 gaining attention (reception)
 informing learners of the objective (expectancy)
 stimulating recall of prior learning (retrieval)
 presenting the stimulus (selective perception)
 providing learning guidance (semantic encoding)
 eliciting performance (responding)
 providing feedback (reinforcement)
 assessing performance (retrieval)
 enhancing retention and transfer (generalization).
 Communication Models

Types of Model Communication

1. Aristotle’s persuasion Model

2. Newcomb’s Inter-Personal Communication Model
3. Hoveland’s Persuasion Model
4. Thayer’s Organizational Communication Model

Types of Model Communication in Business

1. Shanon and Weaver’s Informational Theory Model
2. Collin and Guetzkowr’s Group Communication Model
3. Circular Model of Communication
4. Interactional Model of Communication
5. Berlo’s S-M-C-R model
6. Modern Model of Communication
Types of Model Communication

Aristotle’s persuasion Model

The Business Communication model produced by Greek Philosopher Aristotle is

popularly known as the “Aristotle’s Persuasion Model”. According to him, “When any
political leader or a teacher delivers his speech in gathering and in class-room
respectively, their style of speech is included in persuasion model.”

In this model, three elements of Business Communication Process have been

detected. There is no scope of responding by the receiver and his role is neglected
here.This model is considered as a one sided Business Communication Model.
Types of Model Communication

Newcomb’s Inter-Personal Communication Model

This is one of the simplest models of Business Communication. In this model, there
are three parties to effective the Communication Process. According to Newcomb,
“There might be a third party between the sender and the receiver and that third
party can manipulate the Communication Process.”

In the figure, there are three parties X, Y and Z and if any two parties want to
communicate with each other, they must depend on the third party and the third
party can influence the Business Communication Process. This communication Model
does not present all the elements of Business Communication Process, even the
sender and the receiver are not identified here.
Types of Model Communication

Hoveland’s Persuasion Model

This Model is almost same as the Aristotle’s Persuasion Model but this basic
deference between them is that in this model the audience stays in a certain place and
hears the speech and the feedback of the audience’s response is returned to the
speaker.
Types of Model Communication

Thayer’s Organizational Communication Model

This model creates a link between personal Business Communication and organizational
structure. In his model, Thayer has shown that the attempt to accomplish any task through
personal communication greatly influences the process of organizational communication.

Thayer has mentioned four levels in this Business Communication Model, such as-intra-personal
or individual, interpersonal, organizational and technological. This model also shows how a
person’s does communication functions in organizational level. The behavior of sender and
receiver can be influenced by four elements biological, psychological, social and technological.
Actually, this model shows how communication process is affected by a person in organizational
atmosphere.
Types of Model Communication in Business

Shanon and Weaver’s Informational Theory Model

This model shows that the communication process begins from the brain of the sender. The
sender moulds his thought, concept or ideas into message and sends to the receiver. Then the
message goes to the receiver through certain media and his brain receives it. After the message
being perceived, the reaction of the receiver is sent back to the source of the message (Sender).
The model also includes a transmitter that converts the message info perceivable signal. The
whole process can be interrupted by noise.

This Model is one of the most comprehensive models of communication as it includes feedback
and it is very close to the modern model of Business Communication.
Types of Model Communication in Business

Collin and Guetzkowr’s Group Communication Model

This model analyzes the decision making process or communication in small and big or large
groups.The group communication is almost same as organizational communication.

From the figure, it is clear that the above three boxes indicate sources of problem, group
behavior and reward of work environment and the three boxes below indicate sources of pubic
behavior, interpersonal behavior and interpersonal reward. In every group communication, this
process is active and environmental barriers in workplace and interpersonal environmental
barriers largely impact on the group communication behavior.
Types of Model Communication in Business

Circular Model of Communication

In real sense Business Communication is a Two Way Process where the sender sends the
message to the receiver and after receiving the message, the receiver sends feedback to the
sender. The success of Business Communication Process largely depends on the reaction or
response or feedback of the receiver. The circular model of communication emphasizes on the
feedback system of communication.

The circular model of Business Communication is an important communication model where

greater importance has been given on the feedback of the receiver which is vitally important for
effective Two Way Communication.
Types of Model Communication in Business

Interactional Model of Communication

Tubbs and Moss have developed the interactional model of Business Communication. This model
shows the communication process as an exchange process of message between the parties.

The figure shows that person X (Sender) sends a message to person Y (Receiver). Y becomes
the sender when he sends response to X, who becomes the receiver this time. This process will
be continued until the desired result of the parties is achieved. This is Two Way Business
Communication Model.
Types of Model Communication in Business

Berlo’s S-M-C-R model

The S-M-C-R model of Business Communication was developed by David K. Berlo in 1960.
Where S stands for source, M for message, C for Channel and R for receiver.

The model shows that the source (Sender) transmits the message to the receiver through some
channel. It also indicates that both the sender (Source) and the receiver are influenced by their
own culture, social system, knowledge, attitudes, communication skills and other factors. Though
this model doesn’t emphasize on feedback, it is a comprehensive model, because it shows how
the sender and the receiver can be influenced by various factors that may also act as the sources
of noise.
Types of Model Communication in Business

Modern Model of Communication

Over the period of time Business Communication Process has been developed a lot. The
communication theorists are still investing their endeavor to make the Business Communication
system more compressive and conceivable by including important and new items or elements in
it. The modern communication model has important and new items or elements in it. The
Modern Communication model has evolved from Shanon and Weaver’s information Theory
Model.
Types Models of Communication in Business the Modern Business Communication
Model includes nine elements and emphasizes duly on the feedback system. The figure
shows that sender and receiver are the major parties in the communication process;
message and media are the major communication tools, encoding, decoding, response
and feedback are the major communication functions and the last element is noise that
can create interruption at stage of the Business Communication Process.
Communication in Organizations
Downward Communication
 Communication flows from top to bottom. The most common
forms are memos, manuals, procedures, company publications,
and job instructions.
Upward Communication
 Communication flows from bottom to top. The most popular
forms are grievance meetings and suggestion boxes.
Horizontal Communication
 Communication flows from one position to another or from
one department to another.
Diagonal Communication
 Communication flows between an employee of another
department and a manager whom the employee does not
report to.
Barriers to Effective Communication
1. Frame of Reference
 Different people have different interpretation of
message sent or received based on their frame of
reference.
2. Communication Overload
 Most of the time people are overloaded with various
messages which they cannot absorb. With the bulk of
tasks and responsibilities that managers attend to,
there is a tendency for them to respond inadequately
to messages received.
Barriers to Effective Communication
3. Selective Listening
 People have the tendency to listen only to messages
they want to hear and block those contend their
beliefs.
4. Value Judgment
 The receiver evaluates the message based on
previous experiences with the sender or background
information about the sender.
Barriers to Effective Communication
5. Filtering
 The receiver manipulates the information to avoid
reprimand or put the situation in his favor.
6. Language
 Language jargon is a common communication barrier.
Members may produce their own terminologies
which may not be popular to outsiders.
Transactional Analysis
(behaviors, thoughts, and feelings
P PARENT EGO STATE
(Values)
copied from parents or parent
figures)

A ADULT EGO STATE

(Rationality)
(behaviors, thoughts, and feelings that
are direct responses here and now)

C CHILD EGO STATE

(Emotions, Creativity)
(behaviors, thoughts, and feelings
replayed from childhood)

The Structural Model in Transactional Analysis

Eric Berne recognized the three groups in the human persona. The Parent,
Adult, and Child ego states and the interaction between them form the
foundation of transactional analysis theory.
Parent Ego State
 Is the state of feelings, behaviors, and thoughts that the
individual got from parents or parent figures. E.g., individuals
say or do things like their parents. Because they have lived with
their parents for a long time, they automatically copied certain
attitudes of parents.This is called Introjecting.
Adult Ego State
 Is the direct responses to the here and now. As adults,
individuals see people as they are. It is called the integrating
adult. They take the best from the past and use it appropriately
in the present.This is an integration of the child and ego states.
Child Ego State
 Is a set of behaviors, thoughts, and feelings which are replayed
from childhood. There are vivid memories of childhood which
individuals suddenly remember. This can be negative or
positive.
Contamination of the Adult Ego State
The Descriptive Model in Transactional Analysis

Negative Controlling Negative Nurturing

Parent Mode -CP -NP Parent Mode

Positive Controlling Positive Nurturing

+CP +NP
Parent Mode Parent Mode

Accounting Mode
A
The Descriptive Model in Transactional Analysis
This model shows how people behave with other through:

Negative Controlling Parent (You’re-Not-OK message)

 The mode of the person is retaliatory or punitive.
Negative Nurturing Parent (You’re-Not-OK message)
 The mode of the person is overprotective and too
overwhelming.
Negative Adaptive Child (I’m-Not-OK message)
 The mode of the person is unrealistic and anxious.
Negative Free Child (You’re-Not-OK message)
 The mode of the person is wild and unrestricted.
The Descriptive Model in Transactional Analysis
This model shows how people behave with other through:

Positive Nurturing Parent (You’re-OK message)

 The mode of the person is caring and affirming.
Positive Controlling Parent (You’re-OK message)
 The mode of the person is caring but firm.
Positive Adaptive Child (I’m-OK message)
 The mode of the person is passionate in learning the
rules to help her/him survive.
Positive Free Child (I’m-OK message)
 The mode of the person is fun, loving, curious, and
energetic.
The Descriptive Model in Transactional Analysis
This model shows how people behave with other through:

Accounting Mode (We’re-OK message)

 The individual is able to respond appropriately because
he is able to decipher reality. The person here is stable
and can choose from the effective modes to go into,
depending on the situation.

Words, tones, tempo of speech, expressions, postures, gestures,

breathing, and muscle tone provide clues in knowing ego states.
Words in the parent mode usually contain value judgments. Adult
words are clear and definable. An adapted child may cry silently;
whereas a free child may cry out loud. The word “you” usually
comes from a parent.
How to Handle Colleague-related Stress

Whether meddling but well-intentioned or blatantly

confrontational, coworkers are, cited by many people as the
number one stress-inducing factor in the job. In contrast to
your private life, you rarely can choose the people with
whom you spend the majority of each working day. Across
professional and workplace boundaries, difficult coworkers
tend to fall into one several categories. See if you can
recognize these coworker types, and read the suggestions
for managing coworker stress.
1. The Chatty Neighbor
The Type: The Chatty Neighbor need not be in geographic proximity to
your workspace, but when he feels like a chat, he is always there. The
topic is not so important as the Neighbor’s need for chatter and
distraction. Generally well-meaning, he views his willingness to shoot
the breeze all day as a sign of goodwill and solidarity. If the constant
babbling does not get to you, the time lost from your other
responsibilities will.

The Solution: Create an illusion of psychological distance (if physical

distancing such as shutting the door is not an option). You can “wall
off” a workspace to a certain extent with bookshelves, plants, etc. Try
responding to the conversation with short yes/no answers or “hmms”
that would not encourage further discourse. You can head off “chat
attacks” before they start by appearing totally engrossed in an activity
or picking up the phone. If all else fails, respond with, “Oh, sorry, I
didn’t hear you at all – I’m so busy with this deadline.”
2. The Slanderer
The Type: Not the least well-intentioned, the Slanderer, just as
the name implies, is determined to achieve personal rewards by
discrediting others. The Slanderer’s well-timed gossip tidbits
about everything from work habits to your personal life may be
twisted versions of the truth or outright lies. This coworker type
may appear friendly and open, as she hopes you will reveal some
useful material about yourself.

The Solution: Absolutely refuse to get into a character

assassination war or office feud. Spreading negative rumors as
revenge about the Slanderer will only lower people’s estimation
of you and your abilities (after all, no one will remember who
started the attacks you will both be viewed as petty and
untrustworthy). Prove the negative rumors wrong through your
capabilities and performance.
3. The Best Friend
The Type: The Best Friend is completely and unconditionally open
with all the details of his/her private life, and expects
reciprocation. No matter if you are uncomfortable hearing about
the last fight with his ex or what her gynecologist said, you will
wind up on the receiving end of a lot of unwanted information.
The Friend generally subscribes to the rule of the office as family;
intrusive questions are behavioral norm.

The Solution: Recognize that you are not the one being in
appropriate and do not feel compelled to discuss any topics you
consider off-limits. Do not encourage further personal
revelations by offering advice or asking for more information
when the Friends open up. You certainly are not required to
answer personal questions; often laugh or joke is the best reply
to an offensive question.
4. The Thief
The Type: The Thief is always on the lookout for opinions
and ideas that she can pass along to others as her own.
Victims of office Thieves have been astonished to hear their
own ideas mentioned later by the boss as “brilliant
suggestions” from the Thief herself. Thievery can also occur
with written projects – your ideas mysteriously appear in
someone else’s report.

The Solution: Once burned, learn from experience. Crying,

“She stole my idea,” is not going to win you any points or
respect. As with the Slanderer, do not get into an office war,
and limit your discussion with this person to topics such as
the weather.
5. The Clinger
The Type: The Clinger, like the Best Friend, views the office
as one happy family. If you work together, the Clinger sees
no harm in – and even welcomes – spending weekends,
evenings, and holidays together. He is always suggesting
going after work, playing ball, or some other group activity. If
you are enthusiastic and willing to socialize with the office
crowd, this type is not a problem. The problems arise when
you want to maintain some distance.

The Solution: Decide how much of your private time you

are willing to share with officemates. Participate in the
group activities when you have the inclination, and resist the
need to apologize or provide excuses when you don’t.
6. The Secret Agent
The Type: Everyone has encountered the office spy – he is
boss’s eyes and ears. Luckily, this person generally blows his
Secret Agent cover fairly rapidly. Unfortunately, there are
always victims who must learn this type the hard way.

The Solution: Same as number 4, the Thief. Learn from your

experience and move on.
~End~