Course Name BSE 1114

Lecture Two
Instructor Mrs. Moreen Kabarungi
Mukisa

02/27/24 [email protected] 1
Recap of the Last Lecture

By the Time we ended the Lecture, Students

should have been able to;
1)Understand the Overview of the Course and its
Relation to the Biomedical Engineering Program
2)Understand Why Communication ?
3)Define Communication
4)Define Key Terms Used in Communication Skills
5)Understand the Importance of Communication
6)Discuss a Brief History of Communication
Today’s Lecture & Talking
Points
By the End of the Lecture Students Should
be able to understand the Following
Concepts;
1)Process of Communication
2)Types of Communication
3)Levels of Communication
4)Communication and the Organization
5)What Makes a Good Communicator
Process of Communication
Process of Communication –
Model (1)
Source
 Why to communicate?

 What to communicate?

 Usefulness of the communication

 Accuracy of the information to be communicated

Encoding
 The process of transferring the information you want to
communicate into a form that can be sent and correctly decoded at
the other end.

 Ability to convey the information.

 Eliminate sources of confusion, e.g. cultural issues, mistaken

assumptions, missing information, etc

 Know your audience.

 Channels
Written
◦ Letters
◦ Memos
◦ Proposals
◦ Reports
◦ Presentations

◦ E-mails
◦ SMS text
◦ Instant Messenging
◦ Tweets

Verbal
◦ Meetings
◦ Telephone conversations
◦ Video conferencing
Decoding
 Effective decoding

◦ Listen actively

◦ Read information carefully

◦ Ask questions for better understanding

◦ Avoid/reduce confusion
Receiver

 Priorknowledge can influence the receiver’s understanding of

the message
 Blockages in the receiver’s mind
 The surrounding disturbances
 Feedback

 Feedback can be:

◦ Verbal
◦ Non-verbal
◦ Written

◦ Positive
◦ Negative
Context
 The sender needs to communicate the context to
the receiver for better clarity in the overall
communications process.

 Situation
◦ e.g. introduction, sales pitch, conflict, an exam, etc.
 Different cultures
◦ e.g. academic, corporate, international, regional, etc.
 Language
 Location or place
◦ e.g. restaurant, office, classroom, etc.
 Communication model – By Kotler

Noise

sender encoding Message Receiver

Decoding

Feed back
The Sender/ Encoder
 The person who initiate the communication
process, and is normally referred to as the
sender.

 From his personal data bank he selects ideas,

encode and finally transmits them to the
receiver.

 The entire burden of communication then rests

upon the sender or encoder.

 Communication begins with the sender, who

may want to communicate his ideas, needs,
intentions or other pieces of information .
Encoding
This is the process inside the human mind
in the form of motor skills, muscles
system or sensory skills that instruct the
ideas to be conveyed into a series of
symbols or gestures or some other format
of expression
 Message

A message is the physical form of the

thought, which can be experienced and
understood by one or more senses of the
receiver.
It could be inform of hearing, reading or
physical gestures.

 A message is the encoded idea transmitted

by the sender.
Message cont---
• The formulation of the message is very
important, for an incorrect patterning can
turn the receiver hostile or make him lose
interest.
• At this point the sender must be extremely
cautious. What is the order in which
he/she would like to present his ideas?
• The order should be based on the
requirements of the listener so that its
significance is immediately grasped.
 Decoding

• The message is sent to the receiver using a

selected channel.
• The receiver converts the message into a thought.
This is done in the same manner as encoding by
motor skills, muscle system or sensory skills and
he/she interprets the message being communicated
for the meaning.
 The receiver/ Decoder
• The receiver is the person for whom the message is meant
for.
• He has to be ready for the message so that it can be
decoded in thought.
• The decoding of the message is done in almost entirely the
same terms as were intended by the sender.
 Feedback
• It is the response from the receiver to the sender indicating
that he/she received the message. This is the most important
component of communication.
• Effective communication takes place????
• The errors and flaws that are bound in business situations
are a result of lack of feedback.
• Let us take a look at the typical responses of people
involved in miscommunication. “This is not what I meant”
or “this is not what I said” or “That is not my intention”…
Feedback---
If feedback is solicited on all occasions,
this error can be minimized or even
completely done away with.

A feedback determines whether the

message was clearly understood and the
required action taken.

Feedback therefore completes the

communication loop.
 Noise

• Noise is anything that distract and distorts

information.
• A noisy environment may hinder the development of
a clear thought, Noise may lead to inaccurate
reception which may be caused by intention or
accident.
• Hence decoding too may be faulty because the
wrong meaning may be attached to words and other
symbols.
Types of Communication
1. Oral / verbal communication

2. Written communication

3. Non verbal communication

(1) Oral communication

Definition
Oral communication is known as face – to –
face communication and may be in form of
direct talk and conversation or the public
address, meeting of two or more people.
It also includes telephone calls or talking on
intercom systems
Advantages of oral communication

 It makes possible speedy interchange with

immediate feed back.
 People can make questions and clarify points.
 It is direct, simple, time saving and least expensive
form of communication.
 It helps in avoiding delays, red tape and other
formalities.
 It conveys personal warmth and friendliness.
 Any misunderstandings can be cleared immediately.
Disadvantages of oral communication
 There is no formal record of transaction.
 The meetings can be costly in terms of time and
money.
 Spontaneous responses may not be carefully
thought.
 Lengthy and distant communication cannot be
conveyed verbally.
 Distortions can occur during the communication
process.
 The spirit of authority cannot be transmitted
effectively.
(2) Written communication

Definition .
This is any idea, message that is
conveyed between two or more people
through writings or documentations.
A written communication is generally in
form of instructions, letters, memos,
formal reports, rules, and regulations,
policy manuals, information bulletins etc.
Advantages of written communication
 Provides records, references, and legal defenses.
 Written messages can be stored and retrieved at a late
date.
 it can be stored for a long time.
 It can give allowance for detailed feed back.
Disadvantages of written communication

 It can be very time consuming for lengthy reports.

 There is no feedback opportunity.
 Written material may leak out before time causing
disruption in its business
 It leads to excessive formality in personal relations.
Short break
Active Listening

4 steps
Active Listening
1. Understand your own
communication style

2. Listen With Purpose

3. Use non-verbal
(in detail below)
communication

4. Give feedback
Active Listening

1) Understand your own

communication style

 High level of self-awareness to creating good & long lasting

impression on others.

 Understand how others perceive you

 Avoid being a “chameleon” by changing with every personality you

meet

 Make others comfortable by selecting appropriate behavior that suits

your personality while listening. (Ideally, nodding your head).
 Active Listening

2) Listen With Purpose

 People speak 100-175 words per minute but can listen intelligently at 300
WPM
 One part of human mind pays attention, so it is easy to go into mind drift
 Listen with a purpose
 Purpose can be to:
◦ gain information
◦ obtain directions
◦ understand others
◦ solve problems
◦ share interest
◦ see how another person feels
◦ show support
◦ etc.
 If it is difficult to concentrate, repeat the speaker’s words in your mind
Active Listening

3) Use Non-verbal Communication

 Eye contact

 Smile

 Gestures

 Your posture

 Cultural cues
 Active Listening

4) Give Feedback

 Remember... what someone says and what we hear can be vastly

different

 Repeat back or summarize to ensure that you understand

 Restate what you think you heard and ask:

◦ "Have I understood you correctly?"
(3) Non – verbal communication

Definition

It is basically any form or style that conveys a message

between two or more people without using words. E.g.
facial expressions, tones of voice, gestures, eye
contact and cultural differences.
Advantages of non – verbal communication

Can present a major portion of our mental

capacity.
It is independent of verbal messages.
Information is perceived by all senses.
It supports the verbal communication.
Non-verbal Communication Skills
6 Ways of Using Non-verbal Communication Skills
Effectively
Non-verbal Communication Skills
6 Ways of Using Non-verbal
Communication Skills
Effectively

1. Eye contact
2. Facial expressions
3. Gestures
4. Posture and body orientation
5. Proximity
6. Paralinguistic
 Non-verbal communication

1) Eye Contact
 The eyes are most expressive and direct part of our body.
 Different types of eye contact:

Action Result
Direct eye contact Confidence

Looking downwards Listening carefully, guilt/shame

Single eyebrow raised Doubt, scepticism

Both eyebrows raised Admiring, encouragement

Bent eyebrows Sudden focus, intesity

Tears Emotional - joy or pain

…and many more

 Non-verbal communication

2) Facial Expression

 Smile constitutes the largest part of facial expression

 Smiling is a powerful cue that transmits:

◦ Happiness

◦ Friendliness

◦ Warmth

◦ Liking

◦ Affiliation
 Non-verbal communication

3) Gestures

 Head nods, a form of gestures, communicate positive reinforcement to

students and indicate that you are listening.

 A lively and animated communication style captures peoples' attention,

makes the material more interesting, facilitates understanding and
provides a bit of entertainment.

 If you fail to gesture while speaking, you may be perceived as boring,

stiff and unanimated.
 Non-verbal communication

4) Posture and Body Orientation

 You communicate numerous messages by the way you walk, talk,

stand and sit.

 Standing erect, but not rigid, and leaning slightly forward

communicates to your audience that you are approachable, receptive
and friendly.

 Speaking with your back turned or looking at the floor or ceiling

should be avoided; it communicates disinterest to your audience
 Non-verbal communication

5) Proximty

 Cultural norms dictate a comfortable distance for

interaction with audience

 You should look for signals of discomfort caused

by invading your audience‘s space

 Some of these are:

◦ tapping
◦ Yarning
◦ rocking
◦ leg swinging
◦ sitting back
◦ clasping hands behind head
 Non-verbal communication

6) Paralinguistic

 Vocal elements, such as:

◦ Tone

◦ Pitch

◦ Rhythm

◦ Loudness

◦ Inflection
Finally... some body Facts
 You have over 630 muscles in your body.

 It takes the interaction of 72 different muscles to produce

human speech.

 The strongest muscle in your body is your tongue.

◦ use it effectively

 Eye muscles are the busiest muscles in the body.

◦ Scientists estimate they move more than 100,000 times a day.

 You have over 43 muscles in your face to help you smile or

frown.
◦ It takes more muscles to frown than to smile
◦ 17 muscles to smile
◦ 43 muscles to frown
Disadvantages of non – verbal communication

Misinterpretation
Insufficientinformation
Exaggeration
Distracting
Subjective (no audience)
Can not be stored
No consistency
No immediate feed back
Highly influenced by personality
Relationship between verbal and non – verbal
communication

Complimenting

Substituting

Repeating

Contradiction
Levels of Communication
Levels of Communication describe Applications
of Communication for Professional or Other use
namely;

1)Intrapersonal (Within a person)

2)Interpersonal (Face to face)
3)Group communication
4)Mass communication
5)Organizational (intra/inter)
6)Local/Regional/National/International
Communication & the Organisation
Understanding communication process is critical
to management of the organization. Managers
should understand that communication is rarely
understood as it should be. The distortion of
the message can happen at any of the stages in
communication process-sender, receiver,
encoding, decoding, channel, message and
feedback.
What makes a good communicator?
 What makes a good communicator?

Oral Written
Academic Writing
Presentation
Revision and editing
Audience Awareness
Critical Reading
Critical Listening
Presentation of Data
Body Language

Non-Verbal
Audience Awareness
Personal Presentation
Body Language

http://science.uniserve.edu.au/projects/skills/jantrial/communication/communication.htm
What makes a good communicator?

In other words...
 An active listener

 An effective presenter

 A quick thinker

 A win-win negotiator

We will be examining each of these areas in detail over the coming

weeks
Communication Game
 Divide into groups of eight
 Sequentially assign a number to every individual
 #1 pick sentence from bag
 Memorize the sentence
 Say the sentence to the 2nd person
 No one else should hear the sentence!
 2nd person say it to the 3rd person and so on
 The last person should announce the sentence to all
 1st person confirms if sentence is correct
Sentences
1. (pick from the box)

2. (Pick from the box)

Communication Game

What did we learn?

Verbal communication can create confusion

Every person’s thought process influences the

individual understanding.

So, be an active listener...

Next Lecture
We Shall Focus on the Communication
Network.
We shall Look Into;
1)Define Your Understanding of Effective
Communication
2)Effective communication in an Organisation
3)The 7C’s of Effective communication
4)Barriers to Communication
5)Communication Patterns
02/27/24 [email protected] 59