2. Communication model and its components

Two basic elements are necessary before any communication transaction can take place: a sender and a receiver. The channel is the means by which the message is transmitted. Feedback is the response or lack of it. The filter is the total of the communicator’s experiences leading up to the communication. Noise is anything that interferes with the free flow of information.

The components of communication consist of the stimulus, filter, message, medium and destination. Ideally, the process ends with feedback to the sender.

A stimulus is an event that creates within an individual the need to communicate. Our knowledge, experience, and viewpoints act as a filter to help us interpret (decode) the stimulus. We formulate (encode) a verbal or nonverbal response (message) to the stimulus. To transmit the message to the receiver we must choose a medium, or the form of message to send. The message reaches its destination and, if successful, is perceived accurately by the receiver.

Decoding and encoding a message causes a lot of troubles in business communication.

1. Denotation (dictionary meaning of the word) and connotation (the meaning people attach to the word).

1. Cognitive dissonance.

1. Cultural differences.

3. The main forms of communication

THE VARIABLES OF GROUP COMMUNICATION

Conflict. Groups can use conflict productively to generate and test ideas before they are implemented. Conflict, then, is the essence of group interaction.

Conformity. It is an agreement with regard to ideas, rules, or principles.

Consensus. Consensus means reaching a decision that best reflects the thinking of all team members. Consensus does not mean a unanimous vote.

The initial group goal is to get to know one another. We cannot inform others unless we know who they are, what they already know, what they need, and why they need it. When we receive, process, and evaluate incoming information accurately, we begin to know how to influence and inform.

Giving and receiving feedback. The guidelines for giving feedback:

1. Be descriptive and give specific examples.

1. Avoid using labels, such as unprofessional, irresponsible, etc.

1. Don’t exaggerate and be exact.

1. Speak for yourself and don’t refer to anonymous people.

1. Use “I” statements to tell specifically how someone’s behavior affects you.

4. Communication network and directions of communication

Communication must flow freely through formal and informal channels.

THE FORMAL COMMUNICATION NETWOTK

1. Downward communication.

1. Upward communication.

1. Horizontal communication.

1. Cross-channel communication.

THE INFORMAL COMMUNICATION NETWORK

1. The grapevine.

1. Advantages and disadvantages of the grapevine.

There is a difference between hearing and listening. For oral communication to be effective we require good listening skills because nearly 60% of all communication problems in business are caused by poor listening. The good listener is much more likely:

1. To receive useful information;

1. To learn how to meet expectations

1. To learn how to avoid career-limiting errors.

KEYS TO BETTER LISTENING

1. Give the speaker your undivided attention: physical distractions; mental distractions; avoid dismissing a topic.

1. Stay open-minded: listen objectively; be willing to accept new information; concentrate on the content of the message; don’t jump to conclusions too quickly.

1. Don’t interrupt: interruptions are rude; they interfere with the speaker’s train of thought and hinder communication.

1. Involve yourself: summarize to yourself what the speaker is saying; jot down points; concentrate on the main ideas; evaluate the validity of the overall argument.