After studying this chapter,
you should be able to:
1. Define the meaning of communication
2. Describe the communication process and model.
3. Understand the communication channel and direction
4. Contrast the advantages and disadvantages of oral versus written communication.
3. Explain the importance of channel richness to improving communication effectiveness.
4. Identify common barriers to effective communication.
Definition
From the Latin word
communicare
, meaning to impart,
share, or make common.
The transference and the understanding of
meaning
Intercourse by words, letters, or messages;
interchange of thoughts or opinions, by conference
or other means; conference; correspondence.
Elements
HAROL D. LASWELL
described communication in one
sentence:
WHO SAYS WHAT IN WHICH CHANNEL TO WHOM
WITH WHAT EFFECT
This concept is largely known as 5W + 1 H formula.
This formula tell us that communication consists of 5
key elements :
Communicator = who [source, sender] Message = what [contents]
Process Types
Primary Process
The process of transferring idea by using symbol as a media
The symbol can be a language, gesture, picture, colour, etc. in:
[dictionary meaning]
[emotional or evaluate meaning]
Secondary Process
The process of transferring idea by using tools/technology as a media
Elements of the Communication
Process
The sender
Encoding
The message
The channel
Decoding
The receiver
Noise
The Communication Process Model
Communication Process
The steps between a source and a
The Communication Process
Channel
The medium selected by the sender through which the message travels to the receiver.
Types of Channels
Formal Channels
Are established by the organization and transmit messages
that are related to the professional activities of members.
Informal Channels
Used to transmit personal or social messages in the
Direction of Communication
Upward Downward
The Nature of Communication
Communication can be broadly divided into two categories. Verbal Communication
When words are used as tools of interaction between two or more individuals, it is known as verbal communication. It can be oral or written.
Researchers have found that, on an average, a person spends 10 to 11 hours everyday in verbal communication i.e. speaking, listening, reading or writing. Some common forms of verbal communication are conversations, speeches, letters, newspapers, magazines, cassettes both audio and video, telephonic conversation etc.
Non-Verbal Communication
When the alarm clock rings in the morning, it communicates to you the message that it is time to wake up. Communication can also occur without words. Our senses- ears, eyes, touch and smell work as codes of communication. You look out of the window, your eyes tell you about the weather outside. The smell tells you what is cooking for breakfast. Pictures, images,
models, gestures are also nonverbal means of communication. A simple nod of head can
convey your ‘yes’ or ‘no’. with a waive of hand you can show your disinterestedness. Eyes can
transmit feelings like love, hate, anger, sorrow etc. Artists use their art as a means of
Types of Communication based on
Sender and Receiver
Personal Communication
intrapersonal communication
interpersonal communication
Group Communication
small group communication, lecture, discussion,
symposium, brainstorming, large group
communication, public speaking
Mass Communications
Communication Techniques
Informative communication
Persuasive communication
Instructivecommunication
The Aims of Communication
Attitude change
Opinion change
Behaviour change
The Function of Communication
to inform
to educate
to entertain
Features of Effective Communication
Common frame of reference
The sender and the receiver should interact at a common level of understanding.
Mutual Interest
Contents of Communication should be of mutual interest to the sender and the receiver.
Common language
Language is the strongest means of verbal communication.
Common environment
Common environment promotes successful communication.
People with a similar background receive the intended message without any hassle.
Common environment would cover areas/activities like the following: Common nationality, Common economic status, Common culture, Common social interests,
Common age group, Common professions, etc.
Propaganda and Rumour
Propaganda = “the organised spreading of doctrine, true or
false, information, opinions etc. to bring about change”.
Rumor = common talk, a current story or statement passing from one person to another without any known authority
Computer-Aided Communication
Advantages: quickly written, sent, and stored; low cost for distribution.
Disadvantages: information overload, lack of emotional content, cold and impersonal.
Instant messaging
Advantage: “real time” e-mail transmitted straight to the
receiver’s desktop.
Computer-Aided Communication
(cont’d)
Intranet
A private organization-wide information network.
Extranet
An information network connecting employees with external suppliers, customers, and strategic partners.
Videoconferencing
Choice of Communication Channel
Characteristics of Rich Channels
1. Handle multiple cues simultaneously. 2. Facilitate rapid feedback.
3. Are very personal in context.
Channel Richness
Information Richness of
Communication Channels
Low channel richness High channel richness
Routine Nonroutine
Source: Based on R.H. Lengel and D.L. Daft, “The Selection of Communication Media as an Executive Skill,” Academy of Management Executive, August 1988, pp. 225–32; and R.L. Daft and R.H. Lengel, “Organizational Information
Barriers to Effective
Communication
Filtering
A sender’s manipulation of information so that it will
be seen more favorably by the receiver.
Selective Perception
People selectively interpret what they see on the
basis of their interests, background, experience, and attitudes.
Information Overload
A condition in which information inflow exceeds an
Barriers to Effective
Communication (cont’d)
Emotions
How a receiver feels at the time a message is received will influence how the message is interpreted.
Language
Words have different meanings to different people.
Communication Apprehension
Undue tension and anxiety about oral
Communication Barriers
Between Men and Women
Men talk to:
Emphasize status, power, and
independence.
Complain that women talk on and on.
Offer solutions.
To boast about their accomplishments.
Women talk to:
Establish connection and intimacy.
Criticize men for not listening.
Speak of problems to
promote closeness.
“Politically Correct” Communication
Certain words stereotype, intimidate, and insult individuals.
In an increasingly diverse workforce, we must be sensitive to how words might offend others.
Removed: handicapped, blind, and elderly
Replaced with: physically challenged, visually impaired, and senior.
Removing certain words from the vocabulary makes it harder to communicate accurately.
Removed: death, garbage, quotas, and women.
Replaced with terms: negative patient outcome, postconsumer
Cross-Cultural Communication
Cultural Barriers
Semantics
Word connotations
Tone differences
Differences among perceptions
Cultural Guide
Assume differences until similarity is proven.
Emphasize description rather than interpretation or
evaluation.
Practice empathy.
© 2005 Prentice Hall Inc. All
rights reserved. 10–27
Hand Gestures Mean Different
Things in Different Countries
(cont’d)
E X H I B I T 10–9
Communication Barriers and
Cultural Context
High-Context Cultures
Cultures that rely heavily on nonverbal and subtle
situational cues to communication.
Low-Context Cultures
