Key Elements of Communication

1. Source

2.Message

3. Channel

4.Receiver

5. Feedback

6. Noise

Source

In communication, the source is usually referred to the originator of the message It is also referred to
where the information comes from. A source can be a person, or a group of people and the source is
called the communicator/s. A book can be a secondary source while the writer of the book is the
primary source.

Message

A message is a verbal or non- verbal stimulus and the stimulus has some definite meaning .Messages
can be intentional or unintentional. Sometimes words and gestures intended to convey messages don’t
fulfill their purpose because of inadequate or lack of skills on the part of the communicator.
Unintentional messages can have very strong negative impact as these messages are sometimes
inappropriate or irrelevant to the situation Communicators should be careful about their words and
gestures in order to avoid messages that could bring undesirable effect.

Channel

The channel is the physical means of transmitting a message. In other words, a ‘conveyor belt’. In
interpersonal communication, spoken words and body motions are channels. In public communication,
the channels are radio, television, films, newspapers, magazines and computers.
Receiver

Receivers can be defined as destinations of a messages or communicates. Receiver may be an

individual or a group or a mass.

Feedback.

In general terms, the response of the receiver is the feedback Feed-back maybe verbal or non-verbal.
Feedback is a message that comments about a message. It is a primary way of determining whether
communications are on the same wave length. Feedback can tell us how to change a message to
increase understanding.

Noise

A noise is anything that interferes with the understanding of a message. Noise can be physical or it ca be
some other form of interference. Physical noise include the sounds of traffic, type writers or telephone
bells which interrupt the communication. Other forms of noise include poor handwriting in a letter or a
computer failure which causes the loss of documentation

Non-verbal communication

Main elements of non-verbal communication

1 Body language

Facial

Eye contact

Gesture

Posture

3 Touch

2. Use of space

4 Tone of voice
Facial Expression

Facial expression can include expression of emotion, joy anger, and anxiety. ( Skin may perspire or
change color

Eye contact

This is the most expressive feature of the face. It could reveal the true person. It reveals the interest,
happiness, anger, disgust, anxiety and disagreement. It helps synchronies conversation and denotes
interest. It‘s a sign of good listening.

Touch

Touch is surrounded with strong social and cultural taboos. Most touch occur among family members
and close friends. Members of caring professions have more license to use touch to convey reassurance,
concern, or when lifting a patient.

Use of space

Acceptable degree of proximity varied between races and cultures.

Tone of voice

Vocal emphasis for speech.

Reflects mood emotion.

Changes meaning of words used

Cultural rules about sitting and standing.

Four level identified in social interaction

Public Distance :12ft +

Social Distance: 4-12ft +

Personal space 18in-4ft

Intimate space 18in

These limits are not normally involved and expected by doctors, nurses, and other caring professionals.
Qualities of a good Communicator
Shows genuine interest and sincerity when communicating with the others

Encourages the other person to express his/her ideas and views freely

Listens carefully and intently

Avoid interrupting when others talk

Avoid humiliating others

Respects views, beliefs and ideas of the others

Understands other person’s needs and interests

Chooses appropriate time and place to communicate

Questions in proper form

Observes the person who is speaking

Effective Group Communication Processes

by David Ingram, Demand Media

Effective communication increases a group's productivity.

Group communication is both a science and an art. Behavioral scientists and management theorists
have attempted to discern patterns in group communication and prescribe methods of increasing
communication effectiveness for years. Although the merging of diverse cultures around the world
makes this an ever-evolving topic, there are a number of elements that have been proven to encourage
effective group communication processes.

Elements that encourage effective group communication Significance

Groups, or work teams, can accomplish great things in small and large businesses alike. A group's overall
effectiveness, however, hinges to a great extent on the effectiveness of the participants' communication
abilities. Without positive flows of communication, misunderstandings can occur between groups,
creating a fractious work environment. Without clear communication between group leaders and
workers, productivity can slow as workers struggle to understand their specific job functions.
Communication styles can vary according to group dynamics. Geographically dispersed groups
connected via the Internet, for example, are likely to communicate much differently than individuals
who work in the same room with each other every day. Whatever the setting, the way groups
communicate in your organization can directly influence the success of your strategic goals.

Organizational Culture

Instilling a culture of openness, honesty and trust among co-workers is vital to effective group
communication. All group participants must feel that they are free to contribute to the best of their
ability without the fear of rejection, insult or political repercussions. Groups must be able to pool their
intellectual resources to reach their full effectiveness, and that can only be accomplished when all
members are ready and able to tackle new challenges in innovative ways.

Related Reading: Effective Communication Steps

Respect for Individuals

Individual respect is key to effective group communication. Clear hierarchical boundaries in meetings
can stifle ideas and insights from lower-ranking employees. Every individual must truly believe that their
input will be valued and considered, without undue clout given to the input of managers and executives.
This kind of respect for group members' individuality cannot come to fruition through formal policies;
executives and managers must lead by example in this area by first encouraging employees to
contribute in meetings, then recognizing and considering input from all participants.

Business Etiquette

Adhering to a common code of etiquette in workplace groups can help communication processes to
remain productive and collaborative by reducing distractions and feelings of resentment. If all group
members dress professionally, speak courteously, avoid divisive, irrelevant topics of conversation and
generally avoid causing offense to other group members, a team can find it easier to mesh and form a
cohesive unit. A lack of attention to etiquette, on the other hand, can create divisions while encouraging
gossip and feelings of resentment, all of which can present serious impediments to effective
communication.

heories

A number of theories attempt to analyze and explain the dynamics of group communication and the
elements that determine its effectiveness. One such theory is the Decision Emergence Theory set forth
by Aubrey Fisher. Decision Emergence asserts that new groups progress through four stages that lead
the group from a diverse collection of individuals to a productive unit with shared experiences, decision
methods, work ethic and values. The Structuration Theory suggests that individuals in new groups act
according to a pre-acknowledged set of rules, then alter those rules over time based on the group's
unique experiences.
Tips for effective group communication

• Do not say the first thing that comes into your head but instead take a moment and pay close
attention to what you say and how you say it.

• Focus on the meaning of what you want to communicate.

• Aim to increase understanding by considering how your message might be received by the other
person. By communicating clearly, you can help avoid misunderstandings and potential conflict with
others. By speaking eloquently you will come across as more intelligent and mature.

• Be aware of the messages you are sending via non-verbal channels: make eye contact and avoid
defensive body language. Present information in a way that its meaning can be clearly understood. Pay
particular attention to differences in culture, past experiences, attitudes and abilities before conveying
your message. Avoid jargon and over-complicated language; explain things as simply as possible.
Request clarification if unclear about a message. Always avoid racist and sexist terms or any language
that may cause offence.

More on Verbal Communication and Non-verbal communication - also see Effective Speaking and
Building Rapport.

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Oral Communication

Oral communication implies communication through mouth. It includes individuals conversing with each
other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all
forms of oral communication. Oral communication is generally recommended when the communication
matter is of temporary kind or where a direct interaction is required. Face to face communication
(meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust.

Advantages of Oral Communication

• There is high level of understanding and transparency in oral communication as it

is interpersonal.

• There is no element of rigidity in oral communication. There is flexibility for

allowing changes in the decisions previously taken.

• The feedback is spontaneous in case of oral communication. Thus, decisions can

be made quickly without any delay.

• Oral communication is not only time saving, but it also saves upon money and

efforts.

• Oral communication is best in case of problem resolution. The conflicts, disputes

and many issues/differences can be put to an end by talking them over.

• Oral communication is an essential for teamwork and group energy.

• Oral communication promotes a receptive and encouraging morale among

organizational employees.

• Oral communication can be best used to transfer private and confidential

information/matter.

Disadvantages/Limitations of Oral Communication

• Relying only on oral communication may not be sufficient as business

communication is formal and very organized.

• Oral communication is less authentic than written communication as they are

informal and not as organized as written communication.

• Oral communication is time-saving as far as daily interactions are concerned, but

in case of meetings, long speeches consume lot of time and are unproductive at

times.

• Oral communications are not easy to maintain and thus they are unsteady.

• There may be misunderstandings as the information is not complete and may lack

essentials.

• It requires attentiveness and great receptivity on part of the receivers/audience.

•
Negative communication

Negative communication is such type of communication that makes the adverse impact in the minds of
the people. The people who have certain interests can make the communication negative

Factors that make communication negative

Rumors

It’s a story or news item that grows as it goes. In the beginning, the story or the news contains maximum
truth but after sometime detail dropout is found and some untruth is added in the news or story. This
type of distortion happens in the following three ways

1.Sharpening: This is done to make facts very sharp and dramatic

2. Leveling: Detail drop out is found at the time of repetition. It is made simple and easy to repeat

3.Assimilation: Repetition of stories in terms that are familiar to the person who is telling the story.

Gossip and distortion

It’s a idle talk or matters of little importance. By distorting the facts an effort is made to make the story
interesting.

Propaganda

Attempting to modify the opinions of others by propaganda

A receiver can be deceived y the clever manipulation of facts.

Exaggeration

There are more additions to the actual facts. The additional sounds are more appealing and startling.
Written Communication

Written communication is the interaction that takes place by means of written words or

materials. Eg communication through letters, books and journals

Advantages and disadvantages of written communication in comparison to ORAL communication

Advantages Disadvantages

Better for communicating facts More time consuming and costly

Better for difficult and complicated messages Feedback non-existence or delayed

Can be received and revised Lack of non-verbal cues which aid to

interpretation

Record is available for reference purposes Some people cannot read or do not like reading

Can be written and read at an appropriate time We can never be sure that the message has
been read

Can be carefully planned a head Lacks warmth and individuality

Errors can be removed before use

Producing good written records

When producing written records great care should be taken in order to avoid mistakes. Mistakes in
records could lead to confusions that could bring serious damages to people’s lives. In order

Principles of producing written records

Records should:

Have accurate dates and time

Be clear and comprehensible

Be free of words and abbreviations that can be confusing

Be free of blank spaces that give room for alterations

Be free of s codes, symbols and indications that could lead to suspicion

Basic steps in following written instructions

Read the instructions carefully before taking action

Underline key words

Check for words and ideas that are not comprehensive and enquire for clarification
Assertiveness

Assertiveness is the ability to express yourself and your rights without violating the rights of others. Eg.
When someone forcefully takes any of your belongings you should try to get it back without brings harm
upon that person

Assertiveness basically means the ability to express your thoughts and feelings in a way that clearly
states your needs and keeps the lines of communication open with the other

It is appropriately direct, open, and hones communication which is self-enhancing and expressive.

The one who is assertive is able to stand up for the rights of others as well as for his or her own rights.

Before exercising assertive behavior or express your needs, one must believe that he she has a
legitimate right to have those needs.

Assertiveness is also defined as setting goals, acting on those goals in a clear and consistent manner, and
taking responsibilities for the consequences of those actions
 THE PLOT SKILL

Basic Skills of Interpersonal Communication

Any interpersonal communication situation involves the application of the four basic skills

PLOT

THE BASICS OF ICS

P Probing

L Listening

O Observing

T Telling (giving information)

The acronym PLOT is aptly suggestive of how communicators should consider the four basic skills PLOT
represents, that is the care that should go in planning, strategizing when they engage in IC

PROBING
Probing is the act of searching into, exploring, investigating, digging out the obscure points or parts,
details or nature of something. In IC, probing is essentially done through questioning.

What do we probe?

We probe facts, feelings, opinions, contradictions, silences and reactions expressed verbally or on-
verbally

(We should probe only what we think or feel is necessary to know the client better, to understand
better his/her concerns so we can help him/her better)

Why do we probe

1. To know, investigate, clarify and gain deeper understanding of facts, issues feelings opinions

2. To encourage or facilitate another person to communicate, elaborate, be frank honest about

his/her knowledge, thought and feelings

3. To direct communication towards a certain point or issue

4. To make a person feel that we are interested in what he/ she has to say

How do we probe

Naturally/Easily/Casually:

Ask questions in a friendly manner so that the person being asked feels comfortable.

Simply:

Avoid technical terms, very complicated questions, or too many questions at one time
Sincerely:

Ask questions in a way that will make your client feel that you are really interested in getting to know
him/her.

Openly:

Ask open-ended qu estions which will result in getting more information from the person you are
questioning.

Subtly:

Consider the person’s feelings. Do not ask the person intimidating questions unless he/she is prepared
for it, or unless you know him/her well enough to warrant a more direct approach.

Trustworthily:

Make your client feel that you can be trusted to keep confidential what he/he tells you.

Thoroughly:

If it is necessary to go in-depth, ask more questions

Respectfully:

Consider your client as a person with dignity, nobility and honor.

Listening skill

Listening is paying attention to sounds perceived with or through the ear.

In interpersonal communication, active listening is more than just hearing. It involves observing (with
the use of other senses) and empathizing

What do we listen to?

Facts (we have to distinguish this from feelings or opinions)

Opinions/feelings

A person's way of way of talking and saying things

A person's mood, reactions expressed only by sounds

The sound of silence

The hidden agenda

Why do we listen

To obtain as much information and understanding as we need

To encourage or allow other people to talk freely and frankly.

To gain greater insight and understanding of other people's problems

How do we listen

When we listen, let’s remember five A’s and the one R

We should listen:

• Attentively

• Acceptably

• Assistingly

• Alertly

• Actively

• Respectfully

Observing

Definition

Observing is the act of seeing, sensing and taking note of something in an organized and analytic manner

What do we observe in a person?

1. We observe the person's actions and characteristics eg:

• Verbal and none verbal communication skills. ( eg. Spoken language, person's facial expression,
general disposition or moods, use of space, use of time concerns and interest about others

2. The person's physical environment:

• The sounds, sights, smell, climate and geographical conditions of the surroundings ( do they
relate to his/her lifestyle , values , knowledge and awareness of things

• House/Room: Neatness, ventilation, materials/utensils used

3. The person's social environment

• Who are his/ her friends? Who are the people that have an influence on him/her?
Why do we observe?

To gather clue s that will help us determine how to respond

To guide us in the matter of making conclusions

To gain a deeper understanding of a person with whom we interact, so we are better able to empathize
with him.

How do we observe

Fully

Observe with the use of our five senses

as much as possible

Tactfully

Observe with calmness and prudence so as not to make the person we are observing feel like he/she is
in a glass tube being analyzed.
Empathetically

Unlike in a scientific observation, observation in interpersonal communication does not require total
objectivity or detachment from the communicator.

Objectively

See exactly what is happening. Hear exactly what is being said. Observe what exactly is being done.

Telling

Definition

Telling is expressing facts, feelings, ideas and opinions through any means. eg. Verbally, non-verbally or
writing. In interpersonal communication, telling is verbalizing facts, feelings, ideas and opinion.

What to we tell

Facts

Feelings

Thoughts /opinions/ ideas, reasons

Why do we tell

To share news
To declare something

To provide information

To express feelings, eg. sympathy

To support statements

To give assurance

To resolve contradiction and misconceptions

To bridge gaps in understanding

To persuade

How do we tell

By using simple, clear, non-threatening words

By being an animated conversationalist

By saying and using words the respective user want to hear

By avoiding rejection words

By avoiding technical terms

By using printed and visual materials

By being accurate and complete

By being considerate

The ABC of Telling

A- Accuracy

B- Brevity

C- Clarity

Accuracy

When a statement is accurate, it is correct in:

Grammar

Spelling
Facts

Brevity

A statement has brevity when it is brief and concise

How to maintain brevity in statements

If you can say something in one word, do not say it in two

If you can say something in one statement, do not say it in two

I f you can say something in one paragraph, do not say it in two

Wordy Concise

I am in receipt of I have received

I am of the opinion I believe

I am in a position to I am able to
Clarity

When a statement has clarity, it is coherent and its ideas are defined well and arranged according to a
definite plan to achieve unity of purpose

Eg. Proper and orderly arrangement and

organization of ideas

Clarity also can be achieved by using simple and familiar words that will stir listener’s thinking and
feeling

Confusing Clear

Conception Pregnancy

Emoluments Income
Dealing with difficult situations

Situations

1. Breaking sad news

a) News about the death of a close relative/friend

b) News about the diagnosis of permanent - impairment

or disability

c) News about the diagnosis of incurable illnesses

d) News of losses other than above.

e) News of disaster of emergency

To alart

To seek help

2)Dealing with situations which may cause embarrassment

a) Issues affecting relationships. eg. adultery or extra marital relationship or deceiving a sexual partner.

b) Issues of sexual nature eg. bringing the issue of a person’s sexual incompetence

Common reaction to sad or unpleasant news

First denies the reality and finally accepts the truth

Shows rage and anger and also works through the pain

Bargain- adjust to the new situations

Depression- Become depressed

Acceptance- Get on with the living of future life

Assessment of the situations and decision making

a) Planning action

-What is the problem- (is there a real problem)

-What is the extent of the problem?

-What are the different options

-What are the benefits and disadvantages of each option

b) Implementation of action

-Prepare yourself so you can answer any question

-Avoid long waits ( long waits could add to anxiety)

-Provide adequate privacy ( This is essential)

- Observe appropriate attitude and interpersonal skills

- Confidence

- Competence

- Empathy

- Supportive eye contact

 Give the respondent plenty of time to adjust what has been said

Deal with emotional outbursts of anger or crying in a calm, kind and supportive way.

a) Evaluation - was it good a decision?

b) Are there lessons for the future?

Activity - Dealing with difficult situations

Think of a situation where you or someone else had to break a sad news. Write a scenario about how
the news was broken and the reaction of the receiver as well as how the communicator responded the
reaction of the receiver. The nature of the problem should be explained well
Use of Telephone in Communication

In appropriate use of telephone

1. Making nuisance calls

2. Masking the voice and pretend to be someone else

3. Making inappropriate use of telephone among others.

(This means using telephones during meetings, lectures and other communication situations in a way
that it could distract the thoughts of others. This is inappropriate and the phones should be switched off
during such situations)

4.Lengthy and extensive use of common phones

( keeping common phones engaged long and using them widely).

5. Calling wrong numbers carelessly and often

6.Using telephones for discussions that can effectively be done through other means

(Eg. Making use of telephone where notes could be used).

Tips for effective telephone communication

A) answer by giving:

- a friendly greeting

-the number and the name of the organization, your name and designation

b) Concentrate on listening

c) Note down the important details

d) Speak slowly

e) Check to see if the message is correct and complete before putting the receiver down

Obstacles for effective telephone communication

Factors affecting the effectiveness of telephone communication

One-on-one communication

Definition

One-on-one communication is interpersonal communication involving two people

Advantages

Ensures privacy and confidentiality

Information and devices could be tailored according to individual needs

There can be more attention and personal contact

Tips for effective one- on- one communication

Listen actively

Use body language to show interest and concern

Ask appropriate questions

Encourage the other person to ask questions

Use language that is specific and understandable

Explain things in different ways

Use visual aids when necessary

Provide a and seek feedback

Feedback
Definition

Feedback refers to the response or reaction given to or received from someone about your ideas or
actions.

Purpose of feedback

Negative feedback is meant to help clarify or improve the situation, and make the receiver reflect on
his/ her thoughts and actions,

Positive feedback is given to encourage or reinforce good ideas or actions. Both positive and negative
feedback are give when appropriate or necessary.

• Make the feedback helpful

Rules of feedback

Feedback must be tested against the following three criteria from the perspective of the person
receiving the feedback.
1. The person must understand the feedback

2. The person must be willing and able to accept it

3. The person must be able to do something about it

Characteristics of positive and negative feedback

The feedback should be:

Specific

Recent

( Should be a recent example of behaviour)

Useful (Feedback should benefit the receiver)

Relate to behaviour that can be changed (This refers to negative feedback)

Address only one or two key areas at a time when providing feedback
Feedback

Objective

At the end of the session, the participants should be able to:

1. Define feedback

2. Explain at least one purpose of feedback

3. Explain the three criteria against which feedback should be tested

4. Explain at least 2 characteristics of positive and negative feedback

Dealing with difficult situations

 Situations

1. Breaking sad news

b) News about the death of a close relative/friend

b) News about the diagnosis of permanent - impairment

or disability

c) News about the diagnosis of incurable illnesses

d) News of losses other than above.

e) News of disaster of emergency

To alart

To seek help

2)Dealing with situations which may cause embarrassment

a) Issues affecting relationships. eg. adultery or extra marital relationship or deceiving a sexual partner.

b) Issues of sexual nature eg. bringing the issue of a person’s sexual incompetence

Common reaction to sad or unpleasant news

First denies the reality and finally accepts the truth

Shows rage and anger and also works through the pain

Bargain- adjust to the new situations

Depression- Become depressed

Acceptance- Get on with the living of future life

Assessment of the situations and decision making

a) Planning action

-What is the problem- (is there a real problem)

-What is the extent of the problem?

-What are the different options

-What are the benefits and disadvantages of each option

b) Implementation of action

-Prepare yourself so you can answer any question

 -Avoid long waits ( long waits could add to anxiety)

-Provide adequate privacy ( This is essential)

- Observe appropriate attitude and interpersonal skills

- Confidence

- Competence

- Empathy

- Supportive eye contact

Give the respondent plenty of time to adjust what has been said

Deal with emotional outbursts of anger or crying in a calm, kind and supportive way.

f) Evaluation - was it good a decision?

g) Are there lessons for the future?