BC&RW

Study Support Material Set1

Part A

What is Communication?

“The imparting or exchanging of information, ideas or feelings by speaking,

writing, or using some other medium”.

The word "communication" is derived from the Latin word "communicare" which
means: to share, exchange, send along, transmit, talk, gesture, write, put in use,
relate,etc.

A number of definitions have been given to the term "communication". A few

important ones are:

 Communication is the sum of all the things one person does when he
wants to create understanding in the mind of another. It involves
systematic and continuous process of telling, listening and understanding.
Louise Allen

 Communication is process of conveying messages (facts, ideas, attitudes

and opinions) from one person to another so that they are understood.
M.W. Cumming

 Communication is defined as the interchange of thought or information

between two or more persons to bring about mutual understanding.
Robert Anderson

 Communication as the transfer of information and understanding from one

person to another person. It is a way of reaching others with facts, ideas,
thoughts, and values.

Keith Davis

Based on the above definitions we conclude that there are certain

characteristics of communication. These are:
 o Communication involves at least two persons-the senders and the
receiver.

o It involves the transfer of ideas, facts, emotions, gestures, symbols,

and action from sender to receiver.

o Understanding is an essential component of communication, that is,

the ideas, opinions, emotions and so on, conveyed should be
accurately replicated in the receivers’ mind.

o Communication may be intentional or unintentional.

o The purpose of communication is to elicit action, inform or to express

a certain point of view.

o Communication is a two-way process, that is, feedback from the

receiver to the sender is an essential component of communication.

o Communication is a dynamic process, that is, it grows and develops.

o Communication is systematic, that is, every component of the

process is affected by every other component. For example, if there
is a fault in the telephone (channel of communication), it will affect the
message received by the receiver.

THE COMMUNICATION PROCESS/ Model/ Cycle

Communication passes between a source (the sender) and a receiver. The

message is encoded (converted to a symbolic form) and passed by way of some
medium (channel) to the receiver, who retranslates (decodes) the message
initiated by the sender. The result is the transfer of meaning from one person to
another.
The following ILLUSTRATION shows the communication cycle. The model is
made up of six components:

Components of communication

1.The sender/ encoder/ source

The sender may be a person, a group, a team or an organisation who is sends/

encodes the message. In most cases the sender would be a specific person.
However, reports, letters, memos and prospectuses may be communicated in the
name of a team or even a whole company.

For example, an IT helpdesk may share a group e-mail address that ensures
employees can access 24-hour help using the same group email address.

Another example would be the audit report which is typically signed in the name
of an audit firm rather than an individual partner.

Or you receive a letter from a bank.

2. The Recipient/ decoder

The receiver may also be a person, a group, a team or an organization.

3.The Message:

The message is the actual physical product from the source encoding. When we
speak, the speech is the message. When we write, the writing is the message.
When we gesture, the movements of our arms and the expressions of our faces
are the message. However, messages need not be sent intentionally. Through
slips of tongue, or just a kind of fragrance you smell around may communicate
something.
4.The Channel and medium

The communication channel is the route by which the message is transmitted

from the sender to the recipient.

If we take a letter (the medium) as an example, this could be transmitted as

follows:

 Telecommunications: The letter could be read out on a telephone call.

 Internet: The letter could be emailed.

 Post: The letter could be printed and then sent in the post.

 Notice board: The letter could be printed then posted on a staff notice-board

5. feedback

In the communication process, feedback refers to a response from the receiver

which gives the communicator an idea of how the message is being received and
whether it needs to be modified.

Feedback is essential in communication so as to know whether the recipient has

understood the message in the same terms as intended by the sender and
whether he agrees to that message or not. ... It makes communication
meaningful. It is the end-result of an idea and makes communication a
continuous process.

6. Context

It refers to the setting in which communication takes place. The context helps
establish meaning and can influence what is said and how it is said. There are at
least four aspects in regards to the idea of context:

1. Formal vs informal
Example: Communication at office vs talking to your family or friends
2. Confidential vs non confidential
Example: pay roll data or client data vs office timings on notice board
3. Urgent vs non urgent
Example: Announcement for the evacuation of building vs guiding juniors
on proper pasture for computer work
4. Internal vs external
Example: Memo vs letter
Also learn theses definitions

Encoding - To encode is to put a message into words or images. The sender

organizes his message into a series of symbols – either written words or spoken
words or gestures or any other symbolic act or a combination of these modes.
This is termed as encoding of the message. There are three encoding skills:
speaking, writing and body language.

Encoding the matter is a very important element of communication. Using

appropriate words and symbols can make the message clear and effective

Decoding - Decoding is the process by which the receiver interprets the message
and translates it into meaningful information. Decoding involves two things: one
is technically receiving the message as it has been sent, and the other is
interpreting the message the way sender wants receiver to understand.

Stimulus: A stimulus is something that causes a reaction. It creates a need to

communicate and hence there must be a stimulus for communication to take
place. This stimulus may be external or internal. When it develops in an
environment, it is called an external stimulus.

The internal stimulus might be a desire from within the person to send across a
message or information. He converts the message into a code. This process is
called encoding. The sender is also called the encoder.

IMPORTANCE OF COMMUNICATION

Effective communication is central to the success of any business organization.

Communication is an inescapable activity which encompasses almost all facets
of our lives. Much of our life is spent communicating with each other, be it at our
workplace or in our family life.

People have to communicate with each other, exchanging information, making

decisions, talking about new ideas, plans, proposals etc. They also have to
communicate externally with foreigners and people of other races and languages.

Scientific research has discovered that we spend nearly 70% of our waking hours
communicating – writing, reading, speaking, or listening – it seems that
communication is inevitable. A successful person is one who can communicate
effectively.

Communication is an ever-present feature of both commercial and personal life

whether initiated consciously (e.g. writing a report or email) or sub-consciously
(through non-verbal cues such as body-language).

Importance of communication has gained recognition because it is the most vital

mean by which people are connected together in the society. Communication
plays a crucial role in almost all aspects of life. To work in business, government
or organisations is impossible without communication.

Characteristics of Effective communication

Communication should demonstrate the following characteristics in order to
maximise its impact:

 Accurate – Facts and figures including numbers, times, dates and names must
be accurate as inaccuracies can create a bad impression for an organisation
which can ultimately impact on its profitability.

 Appropriate media and channel – This means selecting the right type of
communication such as an e-mail, letter, telephone call, report or meeting. Before
communicating something consider how you would feel and what message you
would actually receive if it was you receiving that particular message via that
particular type of communication.

 Clear – There should be little doubt as to what is meant by the communication.

This requires careful choice of language and keeping the communication as
simple as possible.

 Appropriate language (image and tone) – The image and tone that are portrayed
reflect both the sender and their organisation. It is particularly important when
communicating with parties external to the business to set the right image and
tone to ensure the message being communicated is not distorted and
misinterpreted.

Common advice around language includes:

 avoid using complex words;

 support words with tables, graphs and other images; and

 avoid jargon and technical terms unless absolutely essential.

The key purposes of communication:

:
 Acquiring information – collecting, analysing, checking and processing
numerous types of communication both internal and external to an
organisation. This often involves initiatives to generate ideas and solutions.

 Disseminating information – sharing information to those who need it

to perform their job, make a decision or solve a problem. This might involve
co-ordinating plans and communicating goals and structures.

 Maintaining relationships – relationships between co-workers and with

both suppliers and customers need managing through effective and
appropriate communication to ensure continuity of operations and ultimate
profitability of the organisation.

Barrier to communication

Any circumstance that prevents the message from being communicated as

intended by the sender to the recipient.

There are many reasons why the message that the sender sends is not the
message that the receiver receives and interprets. Barriers might include:

 Issues in the relationship between the sender and receiver that can lead to bias.

 Noise – physical interference that damaged the message as it was being

communicated.

For example, a heavy storm may mean that the phone connection is weakened
and keeps breaking up so only part of the spoken words can be heard by the
recipient.
Another example might be when watching a television programme and the picture
breaks up every time the electronic garage door is activated (due to electro-
magnetic noise).
There are various types of noise:
1. Physical noise: Physical noise is something external to the speaker and
listener that makes it difficult to hear what is being said – for example loud
background music in a restaurant, extremely high temperatures or very bright (or
dim) lighting.

2. Psychological noise: Psychological noise refers to inert qualities that impact

how we communicate and interpret others. For example a loss of concentration
or a wandering of the mind, preoccupation with a problem, battling with
prejudice.

3. Physiological noise: Physiological noise describes the interference to either

the sender or recipient from any physiological issue that interferes with
communication. Examples might include a migraine, hunger, fatigue or
medication.

4. Semantic noise: Semantic noise describes the lack of a shared meaning in

communication which arises from using terminology and jargon. This exists
when words themselves are not mutually understood and can often arise in
technical areas such as discussions with lawyers, medical professionals,
accountants and scientists (amongst others).

 Confusing and conflicting messages leading to distortion.

 Selecting the wrong channel, for example trying to explain a complicated
concept with words when a diagram and logical written explanation would be
more effective.
 Suffering interruptions and distractions during transmission of the message
 Receiver does not provide feedback.
 Lack of information – for example contextual information that is critical to
understanding how to interpret a message.
 Faulty systems – e.g. weak mobile phone signal.
 Stereotyping assumptions that the recipient has a particular level of
understanding.
 Use of technical jargon or complicated language.
 Poor listening skills of the receiver – lack of attention, inability to absorb
information or perceptual selection (in simple terms ‘selective hearing’ – i.e. hear
only what they want to hear).
 Non-verbal signs that contradict a verbal message (for example shaking the
head – which would imply “no” – whilst actually saying “yes”).
 Information overload. This can become a huge issue particularly with emails
whereby the recipient is so swamped with the volume of messages that they are
simply unable to read, interpret and act on all the communications received.
 Differences in education and/or social background leading to cultural
differences and varying interpretations of the same message. For example in
many countries around the world a ‘thumbs-up’ is a positive ‘good news’ gesture
(meaning “ok”, “yes”, or ‘I approve”), whereas in some countries such as
Afghanistan, Nigeria, parts of Italy, Greece and South America is it an offensive
obscene insult.
 Sender and receiver speak different languages.
 The recipient of the information may be biased either due to personal or
cultural differences.
 Physical distance between sender and recipient, for example Sydney- Australia
and New York-USA time zones making arranging a videoconference difficult.

 Sender and receiver dislike each other and do not trust each other.

 Filtering of Information – this refers to the sender’s deliberate suppression or

manipulation of information so that it may be seen in a more favourable
perspective by the receiver. It includes concealment of information by the sender
which is not considered to be in accordance with the expectations or viewpoints
of the receiver.

 Selective Perception – this describes the process by which the sub-conscious

mind subjectively ‘decides’ which stimuli relating to an object, person or event
are relevant and accepts only such stimuli which do not contradict the interests,
experience, background and attitude of the recipient and match (confirm) the
individual’s viewpoints. All other stimuli are considered irrelevant by the recipient
and ignored and rejected by the sub-conscious mind.

 Distortion is the meaning of message getting lost during the

handling process in communication while encoding and decoding. It is
related to meaning of the message which is affected by human perception.

Additional reading

1. Physical noise

Physical noise is interference that is external to both speaker and listener; it hampers the physical
transmission of the signal or message.

Examples of physical noise:

 loud party at the neighbors while you’re trying to record

 Room too hot or too cold; light very dim or very sharp

 Irritating hum of your computer, air conditioner, or heater.

2. Physiological noise

Physiological noise is created by barriers within the sender or receiver.

Examples

 fatigue

 headache, feeling hungry

  talking too fast

 talking too slow

 forgetting to pause

 forgetting to breathe

An example of physiological noise on the listener’s side: hearing problems.

3. Psychological noise

Psychological noise is mental interference in the speaker or listener.

Three examples: wandering thoughts, preoccupied mind, preconceived ideas, and sarcasm.

“Wandering thoughts”

your listener may be distracted and have difficulty keeping up with you because of loss of concentration
to stay focused.

“Preconceived ideas” can be a kind of psychological noise

The listener has no willingness to hear a new perspective.

Other examples are biases, prejudices, presuppositions, and closed-mindedness.

4. Semantic noise

Semantic noise is interference created when the speaker and listener have different meaning systems.

Maybe when I use a word, you have a slightly different meaning in mind. This can cause confusion.

Jargon can be semantic noise

If listeners have different definitions of the terminology, then jargon becomes noise. This is especially
noisy to people outside your particular job or field.

Abstract ideas can be semantic noise

Another kind of semantic noise is when your words and sentences are ambiguous.

Some people find it almost impossible to speak concretely.

Examples: I will send a few more designs

We will arrange meeting somewhere in the first week of September.

For more understanding link is given below:

https://2012books.lardbucket.org/books/management-principles-v1.1/s16-03-communication-
barriers.html