ENG 2013 COMMUNICATION SKILLS

CHAPTER 1:Human Communication

• Definition of Communication• Components of

Communication• Communication Contexts• Communication Principles• Communication Competence• Characteristics of Competent

Communicators

What is COMMUNICATION?

The process of using messages to generate meaning

(Pearson et al., 2013)

Communication is a process

1)an ongoing activity;2)an exchange or a set of behaviours;3)transactional; and4)might involve personal history that

contributes to interpretation of meaning

Communication is symbolic

1)Symbols (verbal and non-verbal symbols, signs and behaviours) are used to represent ideas.

2)Symbols are chosen and agreed upon arbitrarily for message to be clear.

3)Can be ambiguous / misinterpreted

Scenario 1A boy is looking out of the window when his teacher is teaching.

Message sent:

Symbols used:

• The boy is not paying attention. • He is bored • He is thinking about something in his mind

- He is looking out of the window- His facial expression shows that he is not

interested in the lesson- He does not make eye contact to anyone

in the classroom

Analysing the scenarios

•Read the given scenarios.•Answer the given questions.•Write your answers on Socrative•Complete the activity within 10 minutes.

Scenario 2Ms. Travis is a senior manager at my office. She is always well and neatly dressed to work. Also, she often wears black formal suits.

Message sent:

Symbols used:

Scenario 3

Two people are on a date. It has been hours, but they are not talking to each other.

Message sent:

Symbols used:

Components of Communication

• People•Message• Channel• Feedback• Code • Encoding & Decoding• Situation• Noise (Pearson et al., 2013)

Components of Communication

1. PeopleAs a source – initiate messageAs a receiver – the intended target of the message

2. MessageVerbal or non verbal form of ideas, thought, or feeling

that the source wishes to communicate to the receiver(s)

Components of Communication

3. ChannelThe means by which a message moves from source to

the receiver of the message.

4. FeedbackReceiver’s verbal or non verbal response to the

source’s message

Components of Communication

5. CodeA systematic arrangement of symbols used to create meaning in

the mind of a person(s)

6. Encoding & DecodingEncoding: the process of translating an idea or thought into a

code.Decoding: the process of assigning meaning to that a idea or

thought.

COMMUNICATION

Meaning can only be understood if communicators can obtain common meaning for the verbal and non-

verbal symbols used.

Pair discussion• Task: You have received this

cake from your best friend.

• Use the Encoding & Decoding Model to explain what went wrong in the communication when the cake was being purchased.

Components of Communication

7. NoiseAny interference in the encoding and

decoding processes that reduces message clarity.

Physical

Physiological

Semantic

Psychological

Physical NoiseA distraction in the form of external environment (actual sounds, sights, etc. in the surroundings)

Loud sounds

Distracting sights

Proximity

A piece of food

between front teeth

Physiological NoiseA distraction in the form of biological factors(pain, discomfort within us that distracts us)

headache

toothache

fatigue

Illness

Psychological NoiseA form of mental distraction (the wandering of the mind; emotions about deliverer or message)

Worrying about bills

Day dream about a

loved one

Thinking about lunch

during lectures

Semantic NoiseAmbiguity (complexity of meaning that confuses) in words, sentences or symbols that hinders the transmission of the message

JargonDouble

meaning words

Components of Communication

8. SituationThe location where the communication takes place (refer to

Communication Context Notes)

Type of situation

Channel

Relationship between people

influence Overall TONE of interaction

Communication Contexts1) INTRAPERSONAL communication2) INTERPERSONAL communication

DYADIC communication SMALL GROUP communication

3) PUBLIC communication4) MASS communication5) DIGITALLY MEDIATED communication

(Adler & Rodman, 2006; Pearson et al., 2013)

Communication Contexts• Intrapersonal Communication- The process of using messages to generate meaning within the self(i.e: arguing with yourself in making decision to accept or decline a request, resolving internal conflict, planning for the future)

• Interpersonal Communication- The process of using messages to generate meaning between at

least two people in a situation that allows mutual opportunities for both speaking and listening.

Communication Contexts• Dyadic Communication- the interaction between a pair of individuals.

• Small Group Communication- The process of using messages to generate meaning in a small group of

people (i.e: families, a group of colleagues, study groups)

Communication Contexts• Public Communication- The process of using messages to generate meaning in a situation

in which a single speaker transmits a message to a number of receivers, who give non-verbal or sometimes feedbacks.

(i.e: lectures, presentation in class, stand-up comedy)

• Mass Communication- The process of using messages to generate meaning in a

mediated system (electronic / print media) between a source and a large number of unseen receivers.

(i.e: Twitter, YouTube, newspaper, televisions, weblogs)

Communication Contexts• Digitally Mediated Communication (DMC)- A form of communication that is conducted and shared

through communication networks(i.e: email messages, online discussion group threads, Snapchat, Whatsapp, Facebook messages)

- Messages can be delivered and received synchronously (occurring at the same time, immediately) or asynchronously (not at the same time, substantial delay in interaction)

Contexts of CommunicationComparing the ContextsCONTEXTS Intrapersonal

CommInterpersonal

CommPublic Comm

Mass Comm

Computer-Mediated Comm

Number of People Engaged? 1 2 – 10+ 10 – 100’s

100o’s - millions

2 – billions

Intimate or Formal? Totally intimate

Usually Intimate

Usually Formal

Usually Formal

From Intimate to Formal

Opportunity for Feedback?

Constant Feedback

Usually Constant

Not much

Almost None

From Constant to None

Is Message Scripted? None Not Usually

Almost Always

Usually From None to Totally

Role of Deliverer and Receiver?

No Roles

Alternating Casually

Mostly One Sided

Mostly One Sided

From Alternating to

One Sided

Communication Principles 1) Communication begins with self.2) Communication involves others.3) Communication has a content and a relational dimension.4) Communication involves choices.5) Communication quantity does not increase communication quality.6) Communication is pervasive.7) Communication cannot be reversed.8) No one single event or person leads to another’s reaction 9) Meanings rest in people, not words.

(Adler & Rodman, 2006; Pearson et al., 2013)

How you see yourself can make a great difference in how you communicate1. Communication begins with self.

Life Experiences

ValuesBiological/

Mental State

Cultural background

Belief system

Socio-economic

background

Self-concept/

Self-esteem

One learns to accept roles in response to other’s expectations2. Communication involves others.

Life Experiences Values

Biological/ Mental State

Cultural background

Belief system

Socio-economic

background

Self-concept/

Self-esteem

Perceptions/ Prejudices

The content of the message describes the behaviour that is expected

3. Communication has a content and a relational dimension.

See me after the meeting.

Content message

Expected behavioural response

Relational message

How the message should be interpreted?

Can you come to my office after the meeting?

4. Communication involves choices

Message Aspects

Characteristics of the

Speakers

Non-verbal

Behavioural Aspects

Verbal

Relationship between Speakers

Characteristics of the Audience

Transmission Channel

Used

The contexts

A change in any of the variables affect the entire communication process

5. Communication quantity does not increase quality

GREATER amount of communication DO NOT necessarily lead to

more accurate and shared meaning

Disagreement Deeper into conflict

Very poor listening /

empathy skills

Misunderstanding

6. Communication is pervasiveCOMMUNICATION

occurs all the time

If you’re not communicating with yourself, you CONSTANTLY observing others and drawing inferences from their be (even if others did not intend messages

for you)

7. Communication cannot be reversed.• Once words are uttered, they cannot be taken back/

they cannot be erased.

• Even when one’s hurtful comments are forgiven, often the damage is done/ comment lingers in the mind of the other person.

8. No one single person or event causes another’s reaction

When Jim joked

with Helena,

she shouted back at

him

Helena was scolded for handing in her work

late

Helena had a small

accident on the way to

college

Helena woke up

late

Helena stayed up late to

complete her assignment

Jim has trouble reading others’ body

language

In the past, Helena was

often receptive of Jim’s jokes

Jim’s jovial, playful behavior is often

tolerated by everyone including

his family members.

9. Meanings rest in people, not words

June : I want to buy a car… A cheap one… Leeza : Around RM10-20,000?June : No (looks surprised). I think around RM100-120,000..Leeza : ??

• People assign personalized meanings to words. (connotative meaning)• Even though words have denotative meaning (meaning

that is formally assigned (i.e., meaning in dictionary), we assign different meanings to words. • Example:

Communication CompetenceThe ability to effectively exchange meaning through a common system of symbols or behaviours which enhance or maintain the relationship.

(Pearson et al., 2013)

There is no “ideal” way to communicate

Competence is situational

Competence is relational

Competence can be learned

• Many types of communication styles• The effectiveness of different types of

communication styles depends on the context

• Cannot assume a person has / lacks competence.• Judged based on degrees or areas

• Behavioural that is competent in one relationship is not necessarily competent in another.

• Factors like maturity, education and training can boost a person’s competence

Characteristics of competent communicator

• A wide range of behavioursWhen faced with potential conflict, competent communicators can choose their actions from a range of behaviours.

• Ability to choose the most appropriate behaviour- Choose a strategy that works best in a given situation. What

work for one person may not work for another

• Skill at performing the behaviourThe ability to put the skills into practice effectively

Characteristics of competent communicator

• Empathy / perspective taking- The ability to understand the other party’s point of view

• Cognitive complexity- The ability to construct with a variety of frameworks for viewing

an issue- Ability to analyse the behaviour of others

• Self – monitoring- The ability to pay close attention to one’s behaviour and use these observations to shape the way one behaves

What have we learned in this topic?

1. Define COMMUNICATION.

2. Name and describe TWO (2) COMPONENTS of COMMUNICATION?

3. Name the 4 types of NOISE? Describe each with example

4. What is COMMUNICATION CONTEXT? Describe ONE (1) of them with an example

References•Adler, R. B. & Rodman, G. 2006. Understanding

Human Communication. 9th Ed. Oxford: Oxford University Press

•De Vito, J. A. 2014. Human Communication. The Basic Course. 12th Ed. Essex: Pearson

•Pearson et al., 2013. Human Communication. 6th Ed. Singapore: McGraw Hill