Chapter Two

Communication Process
Elements of the Communication Process

• Communication is a process of transmitting or

sending and receiving verbal and nonverbal
message.
• it is considered effective when it achieves the
desired response from the receiver.
• it is the method by which the sender transfers
information and understanding to the receiver.
• it is the system by which a message goes to
the sender from the receiver in an organized
way.
1 . Sender (encoder) speaker

• It is the primary elements in the communication

process and the function is to generate an idea.
• it is the person who initiates or starting the process
of communication.
• The process of communication begins with the
sender who identifies the need to communicate.
• He generates an idea in his mind regarding
production invention, innovation, request, order,
enquiry or question etc.
• The sender must identify his audience or listener
and formulate the message in such a way that the
receiver understands fully what he intends to convey
and interprets it within the same context.
• communicators has an idea, or information to
Cont..
FEEDBACK

Sender CHANNEL RECEIVER

Thought Encoding message (Medium) Receiving Decoding Message
to transmit Understanding (or Action)
objective the message
Informing
persuading
reminding

NOISE
2.Encoding
• The encoding process must take place that translates
the communicator’s ideas into a systematic set of
symbols expressing the communicator’s purpose
• The function of encoding is to provide a form in which
ideas and purposes can be expressed as a message.
• Encoding takes place when the sender formulates his
idea into a message to be transmitted to the receiver,
using a series of symbols
• The major form of encoding is language.
• Ex. using speech by thinking of another language and
the way he is going to put it in a sentence and also if he
is going to use sign language.
• For example, accounting information and computer data
are translated into a message.
3.Message

• The result of the encoding is the message-either

verbal or nonverbal.
• Message is a meaningful idea that people want to
share with others.
• The idea in the mind of sender is transformed into
words
• The sender decides on the length, style, organization
and tone of the message.
• An ideal message that understood by the receiver as
intended or intentions by the sender.
4.Channel

• The channel is a path, course of conduct route or medium

through which a way that message is transmitted.
• Organizations provide information for their members by a
variety of channels including oral and written.
• The choice between oral and written communication
channels may be determined by:
• Background of the audience such as education, sex, age,
experience, etc.
• Availability and cost of the channel
• Nature of the message such as confidentiality, length, etc.
Cont

• Body language is fascinating/ inspiring

nonverbal communication open body
positions
• Open positions are assumed to suggest
acceptance and openness to what is being
discussed.
• Closed positions suggest that people are
physically or psychologically uncomfortable.
• .
5. Receiver / Decoder

• Receiver is the person who gets the message

from the sender, decodes it, understands it and
interprets message.
• The receiver/ decoder of your message are your
reader or listener.
• It means the thought that was generated in the
mind of sender has been transmitted to the mind
of receiver.
6. Decoding

• It is the process by which receiver interprets the

message and translate it into meaningful
information
• it is the technical term for the thought processes
of the receiver that involves interpretation
message.
• This process of converting the language of
message into thoughts.
• . The meaning of the message is the sum total of
the meanings of the words ( symbols) together
with the tone and the attitude of the sender as
reflected by his choice of words and the
structure of the message.
7.Feedback

• Feedback is the response given by the receiver of the

message to the sender of the message
• When the sender receives feedback, he gets to know that
communication has been accomplished
• It is the receiver responds to the sender in yes or no or asks
further questions.
One-way communication processes do not allow receiver-to-
communicator feedback.
• It is takes less time
• Two-way communication processes provide for such
feedback.
• It is superior to one way of communication in the following
• It is more effective when its precise and accurate
• Receiver self-confidence as they allow to ask question
• It decreases the distortion between the intended message
Effective Use of Feedback
Guidelines in receiving feedback

• 1. Tell people you want feedback

• 2. Identify the areas in which you want feedback.
• 3. If you are a manager
• 4. Use silence to encourage feedback.
• 5. Watch for nonverbal responses-
• 6. Ask questions
• 7. Use statements that encourage feedback
• 8. Reward feedback.
Guidelines in sending feedback

1) Is directed toward behavior rather than toward the

person.
• someone who is angry criticizes the person rather than the
behavior that caused the anger
2 Is descriptive instead of evaluative. Descriptive feedback
is tactfully honest and objective
• where as evaluative feedback is judgmental and accusatory
• judgmental words cause defensiveness and hurt feelings;
3 Involves sharing ideas instead of giving advice:
• It is not always sensible to give advice to other people.
• One of the best ways to improve a relationship is by openly sharing
opinions and ideas
Cont..
4 Includes only as much information as the
person can handle at one time
5 Is immediate and well time. Immediate feedback is
obviously more valuable than delayed feedback.
.the Immediate feedback allows the person to
correct actions or behaviors while they are still
fresh in mind
• discuss the error immediately or at least within a
day or two day .
8.Noise
• It is the hindrance in the process of communication. It
can take place at any step in the entire process. It
reduces the accuracy of communication
• It is any interfering factor that, if present can distort the
intended message.
• Noises have two types
1 Physical noise is unwanted sound created in the external
environment or in transmission
2 psychological noise is created in the mind of senders-
receivers.
Components of communication process
Types of Communication
• Intrapersonal communication is an integral part of any
communication event. it is a communication with
ourselves
• Interpersonal communication is the informal exchange
that occurs between two or more people.It usually occurs
on two levels: dyads (groups of two) and small groups.
• Dyadic communication is the interaction between two people. It can
focus on safe topics, such as our day at the office, or on highly
sensitive issues and also tend to be informal
• Small-group communication includes those interactions with three to
eight people present. it was less intimate than dyadic
communication and less formal than public speaking.
Barriers of communication
• Any factor that impedes the exchange of
information between a sender and a receiver is a
barrier to communication.
• The process of communication is not always
smooth or weak.
• It refers to these factors which cause of
disturbance either in the mind of the
communicator (sender) or the communicate
(receiver) or in the process which will create
distortion of the message leading to lack of
response ignoring or misunderstanding.
Phases of Communication

• communication is more than a single act. it

is a chain of events that can be broken
into five phases, these are
1.The sender has an idea.
2.The idea becomes a message.
3.The message is transmitted.
4.The receiver gets the message.
5.The receiver reacts and sends feedback to
the sender.
 1. Differing perceptions
• Perception is the process by an individual receives information
from the environment through the use of his sense organs and
interprets them e.g. individual variation
• 2. Language Differences & poor Expression
• The lack of Common Language can create obstacles in
Communication.
• A person who does not understand the native language or even
foreign language cannot communicate well.
• 3. Loss by Transmission and poor Retention
• Loss of information in upward communication
• Loss of information in downward communication
• 4. Poor Listening and Pre-mature Evaluation
• There are many talkers but few listeners
• means avoiding pre-mature evaluation to listen what the other
person has to say.
5. Emotionality
.

• Emotional reactions- anger, love, defensive, hate,

jealousy, fear are influence how we understand other’s
messages and how we influence others with our own
messages.
• 6. Inconsistent verbal and Nonverbal
Communication
• the messages we send and receive are strongly
influenced by such nonverbal factors as body
movements, clothing, our posture, gestures, facial
expression, eye movements, and body contact.
• we can covey different intents by our nonverbal
communication as simple as you say “Good morning’’
7. Noise, Distance and Time
• Noise is any factor that disturbs, confuses or interferes
with communication
• Traffic Noise or noise of machines in factory create
disturbances in communication if two persons are talkings.
• Distance acts as barriers
• If the two parties are far from each other .
• Telephone solves this difficult in many cases.
• Time Our attempts at communication must be made at
the appropriate hour of the day.
• Time zones around the world are not same. Due to
differences in timings between countries we have to
adjust with the time difference of that country.
• The effectiveness of our communication may be reduced
if our timing is not right
8. The Medium and Method of Communication

• the disregard of the medium of communication and the

method used often create conditions that lead to a lack
of expected response.
• Wrong Selection of Medium means the objects used in
communication eg. Emails, Mobile Phones or
Telephones etc.
• 9.Distrust/Lack of Credibility of the Source
• Credibility refers to the confidence, faith or thrust that
the receiver has on the actions and/or words of the
sender
• Distrust can be the result of inconsistent behaviors by
the superior, or it can be due to experiences in which the
subordinate was punished for honestly reporting
unfavorable.
The Meaning and concept of Verbal and
Non-verbal Communication

1. Verbal symbols – refer to the words in our language.

2. Non-verbal symbols – are anything we communicate
without using words, figures, or letters includes others
such as facial expressions, gestures, body movements,
etc.
1. Verbal Communication
• Written and oral communication media have favorable
and unfavorable characteristics
• The medium of communication to use depends on the
communication the message to be transmitted, the
audience(communicate) and the situation.
 Written Medium (Communication)
It is conveyed through a letter, reports, memo, notices, etc.
It is common form of communication in most organizations
and suitable for many situations.
• Advantages
 It provides records for future references and can serve as a
legal document.
 It provides enough time for serious thinking and as a result
the message can be prepared carefully.
 It is useful when the message to be transmitted is lengthy
and the receivers are large in number and located at a
distance from the sender.
 It can promote uniformity in policy and procedures.
Disadvantages
 Written messages may create mountains of paper
 it is more time and money consuming.
 There is less flexibility.
 It will be difficult to keep a matter confidential if it is
considered necessary
 It may not provide an immediate feedback, it may take a long
time to know whether or not a message has been received
and properly understood.
Oral Medium ( verbal Communication)
• In this medium the two parties in communication exchange
their ideas or the message with the help of words of mouth.
• This method can be observed in forms of communication
such as conferences, committee meetings, interviews,
telephone conversations, face-to-face talks etc.
• Advantages
 It provides for speedy interchange with immediate feedback.
 it economical both in terms of time and money.
 It brings people together.
 It can be supported by non-verbal symbols.
•
Disadvantages

 It does not provide any proof.

 It does not provide for serious thinking as
decisions are to be taken immediately.
 It is not appropriate if there is a distance
between the communicator and the
communicate.
 It is not suitable if the message to be
communicated is quite lengthy.
•
 2. Nonverbal Communication

• it is any message (information) the sender to

communicates without using words.

• This type of communication referred to as body

language (body movement) such as gesture,
eye contact, facial expression, and voice
intonations as well as physical appearance.
•
Channels of non verbal communication

1 Facial expressions and eye behavior

• The face is the primary site for the expression of
emotions that both the type and the intensity of a
person’s feelings.
• A person’s eyes are especially effective as a tool of
communication.
• They can be used to indicate attention and interest, to
influence others, to regulate interaction and to establish
dominance
2 Gesture and posture

Gesture is the movement of your body show your feeling

a wave of the hand have a specific and intentional
meaning such as “hello” or goodbye.
Posture is the way in which your body is positioned when
you are sitting or standing.
it is unintentional and express general messages.
These unconscious signals reveal whether a person feels
confident or nervous,
Cont..

3 Vocal characteristic/tones
• The tone and volume of your voice and speaking pace
say a lot about your relationship with the audience and
the emotions underlying your words.
4 physical/ appearance
• The physical appearance and personal style contribute
to our identity.
• People respond to use on the basis of our physical
attractiveness
5. Use of time and space
• This involves showing respect by being on time.
• Space also serves as a symbol of status and determines
how comfortable people feel talking each other.
• Proximity [Concept of Space] differs from culture to
culture.
• In some culture close distance between people is not
approved.
• In some culture close distance is accepted.
Ways of Improving Communication
What must be done in order to improve
your communication?
A . Perception- they are able to predict how their
message will be received.
B .Precision- they create a “Meeting of the minds.” When
they finish expressing themselves, you share the same
mental picture
C .Credibility- they are believable. You have faith in the
substance of their message. You trust their information and
their intentions
D Control- they shape your response.

E .Congeniality- They maintain friendly, pleasant relations

with the audience.
What sets the effective
communicators?
• their ability to overcome the main barriers to
communication
A.Create the Message Carefully.
 Think about Your Purpose and Your Audience
 Tell the Audience What to Expect
 Use Concrete, Specific Language
 Emphasize and Review Key Points and etc.
B. Minimize Noise
C. Facilitate Feedbacks
End of chapter two.

Thank you wish

you all the best.