DB 140 BUSINESS

COMMUNICATION

The Communication Process
Communication defined
Any behaviour, verbal or nonverbal,
that is perceived by another.
To put this another way:
Knowledge
Meaning
Connection

Communication defined cont.
People who are successful at work are
often communication-oriented.
Communication-oriented means:
They demonstrate empathy, awareness
and concern for others;
Use good listening skills; and have a
knowledge of their own concerns and
needs
Forms of communication
Communication is an ongoing process by
which people represent their feelings,
ideas, values and perceptions with
symbols.
These symbols are in the form of:
1. Verbal communication, spoken and written
2. Nonverbal
3. Graphic
Types of communication
Four different types of communication
according to Taylor, Rosegrant and
Meyer (1986):
1. Intrapersonal
2. Interpersonal
3. Public communication
4. Mass communication
Types of communication
contd
The ability to communicate is a learned
behaviour based on skills gained from
others and from our experiences.
The communication style of individuals and
organisations develops through using and
adapting new techniques.
We cannot control communication. A
persons perception, outlook, values and
attitudes each affect the way communication
is sent and received.

The Communication Process
Communication is a dynamic, interactive
process.
The communication process is two way and
takes place in various situations for different
reasons with the potential for many
interpretations.
People use their intellectual, emotional and
psychomotor skills when communicating.
The Communication process
SENDER
Self-concept
Family
Culture
Sills
Feelings
Attitudes
Values
RECEIVER
Self-concept
Family
Culture
Sills
Feelings
Attitudes
Values
CHANNEL
Television, telephone
Speaking, writing
computer
MESSAGE
FEEDBACK
INTERFERENCE
CONTEXT
Environment, status, time
The Communication Process
As communication occurs, sender and
receiver interact by encoding/sending and
decoding/receiving messages.
Encoding means putting the message into
words or diagrams or nonverbal signals so
that it can be transmitted. The receiver
hears, reads or looks in order to decode, or
interpret, the message.
Elements in process models of
communication
The process in process models of
communication contain seven main
elements:
1. Sender
2. Message
3. Receiver
4. Feedback
5. Channel
6. Context
7. Noise or interference
Elements in the
communication process
Sender
Communication begins with the sender
The senders communication will be
influenced by their unique set of
attitudes, values, experiences, culture
The senders communication will be
influenced by their unique perspective

Elements in the
communication process
Message
The message is the idea or feeling
transmitted from the sender to the
receiver to achieve understanding.
The message the sender meant to
send is not always the message
received.
Elements in the
communication process
Receiver
The decodes or interprets the message
to achieve understanding. In doing
this the receiver also acts as an
individual from a unique perspective,
interpreting the idea according to their
particular personal perception of the
message.
Elements in the
communication process
Feedback
Feedback is the receivers response to
the senders message, telling the
sender how their message is being
received and helping the receiver
confirm whether their perception of the
message is correct.
Elements in the
communication process
Channel
A communication channel is the means
or technique used to signal or convey
a message e.g., a conversation, letter,
telephone call, email or television.
Elements in the
communication process
Context
Context is the situation or setting within
which communication takes place, or
the circumstances that surround a
particular piece of communication
Elements in the
communication process
Noise
The message received is not necessarily
the same as the message sent.
Something other than the intended
message is received because noise
or interference interrupts the intended
message.
Communication barriers
Communication barriers occur as a result of
a misunderstanding or misinterpretation of
the message.
Barriers can be caused by:
The sender
The receiver
Lack of feedback
A poor choice of channel
The wrong context
Communication barriers
Some of the factors that cause communication barriers
are:
Inappropriate choice of words
Inappropriate channel
Inappropriate message
Receiver inattention
Lack of courtesy by sender or receiver
Nonverbal communication that does not support the words
Different cultural backgrounds
Poor layout and presentation
Inappropriate timing
Inadequate feedback