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CONTENTS COMMUNICATION@WORK

Unit 2: The Communication Process

Learning Objectives

After studying this unit, you will be able to

illustrate the 5 step communication process

explain the end goal of communication
explain barriers to clear communication

Knowledge Check: Pre-Learning Quiz

Previous: Unit 1: Communicating in the Digital Age Next: Unit 3: Troubleshooting Miscommunication
Pre-Learning Quiz

Dr. Guffey’s Listening Quiz

How good are you at listening? This interactive quiz enables

you to quickly compare your own listening behaviours with
behaviours normally thought to be associated with
exceptionally good listening skills

Introduction

Good communication skills are essential to effective business communications. 

At its core, the aim of communication is to transmit information from one
person to another so that the sender and receiver understand the message in
the same way. The responsibility for clear communication usually falls on the
sender. But the receiver is also responsible to confirm a clear understanding of
the message. Communication is a dynamic and cyclical process.

Breaking down the communication cycle into its parts is helpful to understand
the responsibilities of both the sender and receiver of communication, as well as
to identify communication barriers.

The 5 Step Communication Process

 Figure 2.1: The Osgood-Schramm model of communication. Sources: Kisspng, 2018;
Web Editor 4, 2017

Step 1: Idea Formation  –  The communication process begins when the sender
has an idea to be communicated.  The idea will be influenced by complex factors
surrounding the sender.  The sender must begin by clarifying the idea and
purpose.  What exactly does the sender want to achieve?  How is the message
likely to be perceived?  Knowing this information provides a higher chance of
successful communication

Step 2: Message Encoding –  The idea must be encoded into words, symbols, and
gestures that will convey meaning.  Because no two people interpret information
in the exact same way, the sender must be careful to choose words, symbols and
gestures that are commonly understood to reduce the chances of
misunderstanding.  Therefore, a sender must be aware of the receiver’s
communication skills, attitudes, skills, experiences, and culture to ensure clear
communication.

Step 3: Message Transmission: Choosing the medium to transmit the message is

the next step in the communication process.  Messages can be transmitted in a
verbal, written, or visual manner (see Table 1).  For clear communication to
occur, the medium and message must match

Table 2.1: Message Transmission Mediums

Verbal Written Visual

In-person speech Email Drawings, paintings
Phone conversation Text, instant message Photos, graphic designs
Voice-over-internet Report, article, essay Body language (e.g., eye
protocol (VoIP) contact, hand gestures)
Radio Letter Graphs
Podcast Memo Font types
Voicemail message Blog Semaphore
Intercom Tweet Architecture

Step 4: Decoding – When the message reaches the receiver, the message must
be decoded into its intended meaning.  Therefore, the receiver must translate
the words, symbols, and gestures as the sender intended. Because no two people
interpret information in the exact same way, incorrectly decoding a message can
lead to misunderstanding.  Successful decoding is more likely when the receiver
creates a receptive environment and ignores distractions.  Alert receivers strive
to understand both verbal and nonverbal cues, avoid prejudging the message,
and expect to learn from the communication.

Step 5: Feedback – A vital part of the communication process is feedback. 

Feedback occurs the sender and receiver check to ensure the message was
understood as intended.  Feedback is a shared responsibility between the sender
and the receiver and can be verbal or non-verbal.  For example, the sender can
elicit feedback by asking, “Do you have any questions?” The sender can also
improve the feedback process by only providing as much information as the
receiver can handle.  Receivers can encourage clear communication by providing
clear, timely, descriptive, and non-judgmental feedback.  For example, the
receiver can shake his/her head up and down to confirm “yes” I have a question.

The video below, Model of Communication (2016), illustrates the communication

process.

Model of Communication
Share

 0:00 / 17:02    
Reuse Embed 

 
As you can see, this whole process is easier done than said because you encode
incredible masses of data to transmit to others all day long in multiple channels,
often at once, and are likewise bombarded with a constant multi-channel stream
of information in each of the five senses that you decode without being even
consciously aware of this complex process. You just do it. Even when you merely
talk to someone in person, you’re communicating not just the words you’re
voicing, but also through your tone of voice, volume, speed, facial expressions,
eye contact, posture, hand movements, style of dress, etc. All such channels
convey information besides the words themselves, which, if they were extracted
into a transcript of words on a page or screen, communicate relatively little.

In professional situations, especially in important ones such as job interviews or

meetings with clients where your success depends entirely on how well you
communicate across the verb

and the nonverbal channels, it’s extremely important that you be in complete
control of the communication process in order to present yourself as a detail-
oriented pro—one that can be trusted to get the job done perfectly.

Knowledge Check
 When is communication successful?

 When the receiver understands the message as sender intended.

 When sender pronounces all words perfectly.

 When positive feedback is given.

 When the fastest channel is used.

 Check 

Reuse Embed 

Key Takeaway

As a cyclical exchange of messages, the goal of

communication is to ensure that you’ve moved an idea
in your head into someone else’s head so that they
understand your idea as you understood it.
The communication process has five steps: idea
formation, encoding, channel selection, decoding and
feedback.
Anything that interferes with clear communication is
called noise.
 Noise can interfere with each step of the
communication process.

Exercises 2.1

    1. Table 1 above compiles only a partial list of channels for

verbal, written, and visual channels. Extend that list as far as you
can push it.

References

Guffey, M., Loewry, D., & Griffin, E. (2019). Business communication:

Process and product (6th ed.). Toronto, ON: Nelson Education.
Retrieved from http://www.cengage.com/cgi-
wadsworth/course_products_wp.pl?
fid=M20b&product_isbn_issn=9780176531393&template=NELSON

FlatGrin. (2016). Model of communication [Video file]. Retrieved from

https://www.youtube.com/watch?v=-HXa320iTPY
 Kisspng. (2018, March 17). Clip art – Two people talking. Retrieved
from https://www.kisspng.com/png-clip-art-two-people-talking-
569998/

Schramm, W. L. (1954). The Process and Effects of Mass Communication.

Champaign, IL: U of Illinois P.

Young Entrepreneurs Forum. (2016). 10 barriers to effective

communication [Video file]. Retrieved from
https://www.youtube.com/watch?
v=slq1nAhZuqE&list=RDCMUCydShVfAub9TSmL1N4BTlGQ&start_radi
o=1&t=1.

Web Editor 4. (2017, Januray 12). A pattern of brain activity may link
stress to heart attacks. Daily Messenger. Retrieved from
https://dailymessenger.com.pk/2017/01/12/a-pattern-of-brain-
activity-may-link-stress-to-heart-attacks/

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Communication@Work by Jordan Smith is licensed under a

Creative Commons Attribution 4.0 International License, except
where otherwise noted.
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