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

 Prior
knowledge 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
 Thesender 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
 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
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
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.
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 “chamelon” 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
Active Listening

3) Use Non-verbal
Communication
 Eye contact

 Smile

 Gestures

 Your posture

 Cultural cues

(More on this momentarily...)

 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:

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

6) Paralinguistic

 Vocal elements, such as:

◦ Tone

◦ Pitch

◦ Rhythm

◦ Timbre

◦ 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 30 muscles in your face to help

you smile or frown.
◦ 17 muscles to smile
◦ 43 muscles frown
◦ So... smile everytime you see someone – it’s easier!
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.
Prof.Appalayya Meesala, Professor of Management in Deccan School of Management
http://ezinearticles.com/?expert=Dr.Appalayya_Meesala
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
Next Lecture
Lecture 3&4 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
 The End
Thanks for your attention and
contribution