Communication Process

FOUNDATIONS OF BUSINESS COMMUNICATION 1

COMMUNICATION PROCESSDr. Gregoria Arum Yudarwati1Discussion 1What is communication?Write a sentence using a word communication

What you can learn from the answers given by your classmates?The meaning of communicationThe word communication is derived from the latin word communicare which means to make the same. There have been numerous attempts to define communication.There is no such the right or wrong definition.

33Discussion 2Is communication an event? Or a continues process? Must communication be intentional ?Must communication be received ?Communication Behaviours (Littlejohn 2008)RECEIVER BEHAVIORSOURCE BEHAVIOURUnintentionally behaviourIntentional behaviourSymptomsNonverbalVerbalNot Received1A. Nonperceived symptomatic behaviour2A. Nonperceived nonverbal messages3A. Nonperceived verbal messagesReceived incidentally1B. Incidentally perceived symptoms2B. Incidentally nonverbal messages3B. Incidentally verbal messagesAttended to1C. Symptoms attended to2C. Nonverbal messages attended to3C. Verbal messages attended to5Communication is the transfer of meaning is any behavior, verbal or non verbal, perceived by another. Knowledge, feelings, or thoughts are encoded and sent from at least one person and received and decoded by at least one other. Meaning is given to this message as the receiver interprets the message.(Dwyer 2003)Characteristics of CommunicationThe symbolic nature of communicationThe intentional nature of communicationCommunication planned behaviourThe transactional nature of communicationThe contextual nature of communication1. The symbolic nature of communicationHuman symbolic activities activities of using symbols A sign is something which stands for another thing. For example : (1) symptom (a cough is a symptom that someone maybe sick) (2) symbols (deliberately created to represent something)(3) ritual (it is a bit of symptom but also a bit of symbols)2. The Intentional nature of communicationThe meaning is stimulated but is it stimulated intentionally?Intentionally seems necessary to identify behaviour as communication behaviour.It is to differentiate communication from perception. Perception is an important part of communication, but not all perceptions involve communcationCommunication is a social rather that an individual process93. Communication as planned behaviourViewing communication as planned behaviour , in essence, makes it clear that intentions are necessary element of communication processA plan is a set of behaviours which the person believes will accomplish a purposeTwo types communication plan : verbal plans and nonverbal plansMessages are symbolic behaviours which are shaped and energised by communication plan 104. The Transactional nature of communicationCommunication involves people sending each other messages which reflect the motivation of the participantsCommunication is a process of mutual influence in which participants motivations interactA give and take in communication

5. The contextual nature of communicationCommunication is contextualA communication context is a type of situation in which communication occursCommunication contexts include:interpesonal (communication between two people)Small group (communication involving several people)Organisational (communication within and between organisation)Public (a speaker addressing a large audience)Mass (communication which is mediated by mass media)Intercultural (communication between people of different cultures)

COMMUNICATION PROCESSSENDERSelf conceptFamilyCultureSkillsFeelingsAttitudesValuesRECEIVERSelf conceptFamilyCultureSkillsFeelingsAttitudesValuesMESSAGEFEEDBACKCHANNELINTERFERENCECONTEXTElements of communicationSenderMessageReceiverFeedbackChannelContext or settingInterference or noise

SENDERIndividuals who react to situation, interpreting ideas, and filtering experiences through their own perceptionThe sender encodes an idea or feeling in words or signs that the receiver will recognize and transmits this message to the receiverMESSAGEThe idea or feeling transmitted from the sender to the receiver to achieve understanding.It makes connection between sender and receiver.RECEIVERThe receiver decodes or interprets the message to achieve understanding.There is a perception process.PERCEPTION = the way people understand or give meaning to their environment. experience, attitudes, beliefs, expectations, etc

FEEDBACKIt is a the receivers response to the senders message, can be intentional or intentional.It gives the communication continuityIt indicates understanding or misunderstanding of the messageIt stimulates further communication and discussionCHANNELA communication channel is the means or technique used to signal or convey a message.It is the vehicle for the message.It can be internal and external channelInformation technology provides a fast channel.IT is used to store, send, receive and present informationCONTEXTIt consists of the situation, circumstances or setting within which communication takes placeIt plays an important part in encoding & decoding process.INTERFERENCE OR NOISEThe message is received is not the same as the message sent because of the noise or interference interrupts intended message.It leads to misunderstanding and cause communication barriers.COMMUNICATION BARRIERSCommunication barriers are caused by :Inappropriate choice of wordsInappropriate channelInappropriate messageReceiver inattentionLack of courtesy by the sender/receiverNonverbal that doesnt support the wordsDifferent culture backgroundPoor layout and presentationInappropriate timingInadequate feedbackExamplesCause of barriersOutcomeStrategies to avoid barriersDifferences in perceptionPeople often see and interpret the same event or action in a different wayListen carefully. Speak clearly and directly to the other person. Ask questions. Give feedbackDifferent attitudes and valuesPeople often form different interpretationsListen carefully. Speak clearly and directly to the other person. Ask questions. Give feedback.Inconsistency between spoken and nonverbal communicationPoor communication and confusion due to an ambiguous messageMatch the verbal and nonverbal parts of the total messages23Business CommunicationInternal communicationExternal communication241. INTERNAL COMMUNICATIONEach organisation has its own approach to transmitting information throughout the organisationThe formal flow of information follows the official chain of command.Informal communication channelDownward and upward and horizontal information flowWhen managers depend too heavily on formal channels risk of distortion or misunderstandingTo reduce distortion: to reduce the number of level in the organisational structure

25Flat structure wide span of control Tall structure narrow span of control261. INTERNAL COMMUNICATIONCommunication between colleaguesOne routine task in the workplace is to record, and convey simple information.Good communicators use appropriate communication skills: listening, speaking, questioning and giving feedbackParticipate in discussion 27Internal Communication (continued)Communication by leaders and managersControlCommunication can be used to control procedures and to encourage employee to achieve the organisational objectivesThe difficulty: to communicate in a way that achieves a balance between control, motivation, and efficiency.Too much control may reduce initiatives and even productivity Too little control may cause uncertainty and insecurity

28Internal Communication (continued)MotivationThe management uses communication to communicate employeeWhen the management acknowledges the achievements of employees the job satisfaction and performance are improvedAcknowledgement (feedback) : verbal and non verbal

29Internal Communication (continued)Balancing needs and goalsCompanys and employees needs and goals must be balanced.

Organisational GoalsIndividual or team goalsProfitGood payReturn on investmentJob securityEmployee efficiencyFringe benefitProduction of quality goods and servicesScope for initiative and achievementCompetitivenessChallengeLow absenteeism and low turn over of employeeSatisfactionDwyer 2003302. EXTERNAL COMMUNICATIONFormal contact with externalMarketing communication and public relationsCrisis communication31