process of communication miscommunication

Process of Communication Miscommunication

Session # 2

Components of Communication

• Context

• Sender – Encoder

• Message

• Medium

• Receiver Decoder

• Feedback


Context Every message whether oral or written begins with context. It is a

broader term which includes country culture, organization, internal and external stimuli.

Context prompts you for sending / receiving messages and helps you in designing a successful message. Your education, past experience, liking, disliking, job status, age and confidence influence the way you communicate with others.

For effective communication, your ability to translate the context of your receiver is as important as is yours.

Receiver context includes his culture, expectations, values, opinions, mental ability, needs, skills, etc.


Sender – Encoder As a sender – encoder, you use symbols that

express you message and create the desired response.

Message You must first decide what the main point of

your message is and what other information to be included. It consists of both verbal (spoken and written) and non-verbal symbols


Medium Your medium depends upon all the contextual factors

(already discussed), and the nature of the message. The choice of the medium depends upon the relationship between the sender and receiver

1- Inside your organization (Memo, Reports, Meetings etc.)

2- Outside your organization (Letters, Proposals, faxes, ads, discussions, interviews etc.)


Oral Immediate feedback

Shorter sentences; words

Conversational

Focus on inter personal

relations

Prompt action

More imperative, interrogative and exclamatory sentences

Written Delayed feedback

Longer sentences

More formal

Focus on content

Where evidence of record is required

Detailed documentations

Possibility of review


Receiver – Decoder The message receiver is your reader or listener

also known as decoder, as s/he decodes your encoded message. Receiver is influenced by his context and by his mental filter.

Feedback Feedback can be a desire action, an oral or

written message, or simply a silence. It is the most important part of communication process.

Process of CommunicationContext Stimuli

Sender-Encoder

(Experiences, attitude, skills) PerceptionIdea EncodingSymbols, decisions, Sending mechanism

Message

MediumVerbal/Non Verbal

Receiver-Decoder

(Experiences, attitude, skills) Receptor mechanisms, Perception, Decoding, Idea Interpretation

Feedback Verbal Non Verbal

A Communication Model


1. Context a) Have you considered the cultural and organization

convention concerning the environment of your message?

b) Have you thought about the specific reasons for and objectives of your message?

2. Sender – encoder a) Recognize the internal attitudes can influence your

message

b) Realize that the words you are using reveal something about you

Components of Communication3. Message

a) Is the central purpose clear ? b) Verbal and nonverbal elements are considered ?

4. Mediuma) Which medium should be used? Oral for urgent; written

for less urgent;b) Ask yourself: Are the symbols used are clear in the

medium I have chosen?

5. Receiver - decodera) Are you, as the sender, aware of the attitudes and

perceptions of your receiver? b) Are there any physical, emotional, mental or cultural

factors in the receiver mind that could affect your message?


5. Feedbacka) Have you allowed for feedback to your

receiver / message?

b) Have you been precise about when you desire the feedback?

OPPORTUNITIES

pm – discussion …

… prepared material … spontaneous ideas

am – presenting …

Concepts & Problems of Communication No two people are EXACTLY alike No two countries are EXACTLY alike No two cultures are EXACTLY alike

Result

Problems with communication occur when the communicator filters are sharply different.

Concepts & Problems of Communication

Factors affecting communication process

1. Physical Barriers

2. Psychological Barriers

3. Conventions of Meaning

4. Perception of Reality

5. Values, Attitudes, Opinions


Factors affecting communication process 1. Conventions of Meaning a) Miscommunicated instructions b) Reactions towards Denotations, Connotations and Euphemisms Denotation “Dictionary meaning of a word”

while Connotation “The emotional implications and associations that a word may carry.” For example home and Villa



1. Conventions of Meaning

b) Reactions towards Denotations,

Connotations and Euphemisms

Euphemism is the substitution of an inoffensive term (such as "passed away") for one considered offensively explicit ("died").


Factors affecting communication process 2. Perception of Reality

Being possessing unique filter (brain) every one of us makes various abstractions, inferences, and evaluations of the world around us.

Abstracting when certain facts are selected from provided group of information and omitting the remaining information.


Factors affecting communication process 2. Perception of Reality 1. Abstraction a) Necessary Desirable Abstracts: People other than you may

not abstract as you abstract the things because of their limited time, space, interest, etc. Abstraction occurs when a person describe events, people, equipment, projects, animals, objects etc.

b) Slanted Statements: (Biased Statements) For example news reporter is taught to include quoted statements in context and to avoid expression of personal approval or disapproval of the persons, objects, or occurrences being described.


Factors affecting communication process 2. Perception of Reality 1. Abstraction

b) Slanted Statements: (Biased Statements) A reputable news reporter would not write, “ a small crowd of

suckers came to hear the Governor’s plan for 2009 yesterday noon. In that rundown hotel that disfigures Hong Kong central .”

Instead he may state that “between 200 and 350 people heard an address

yesterday noon by Governor Patton in the auditorium at the Conrad Hotel at Pacific Place.



2. Perception of Reality 2. Inferring Inferences are conclusion drawn

from evidence. We make assumptions and draw conclusions even though we are not able to immediately verify the evidence. Some inferences are both necessary and desirable; others are risky , even dangerous.



2. Perception of Reality 1. Inferring Necessary, Desirable Inferences Inferences necessary to solve problems Some of the examples of fairly reliable inferences1. When we land at a foreign airport, we assume we will be treated

hospitably. 2. When we send a fax, we assume that it will reach to intended

receiver.



2. Perception of Reality

2. Risks of Inferences.

When the assumptions made are wrong and can lead towards a failure of business, or towards wrong directions or simply results in undesired actions.


3- Values Attitudes and Opinions A receiver’s attitude towards a message can determine

whether it is accepted, rejected, distorted, or avoided. People react favorable when the message they receive agrees with their views toward the information, the fact and the sender.



Communication Problems Involving Values, Attitudes and Opinions

1. Reactions towards Favorable / Unfavorable information

2. Inadequate or Incorrect Information3. Closed Minds (Rigid views on certain subject)4. Sender’s Credibility5. Environmental / Business / Personal Stress


Non Verbal CommunicationSometimes nonverbal messages contradict the verbal;

often they express feelings more accurately than the spoken or written language.

1. Appearance

2. Body Language

3. Silence, time and space


Non Verbal CommunicationHow Appearance Communicates?

a) Effect on Written Messages

b) Effect on Oral Messages

i) Personal Appearance

ii) Surrounding’s Appearance


How Body Language Communicates? 1- Facial Expression: conventions of eye contact are

specific to each culture. Eye contact and facial expression can help or hinder your verbal message.

2- Gestures, Posture, and Movements Posture, gestures and body movement convey a message and add to or subtract from your oral message.

3- Smell and Touch

4- Voice and Sounds

Concepts & Problems of Communication How Silence, Time, and Space

Communicates 1- Time 2- Space

Process of Communication Miscommunication Revision of Concepts Questions and Answers

BARRIERS TO UNDERSTANDING

Volume Unfamiliarity Emphasis

word stress sentence stress

Pace (pauses) Intonation

WORD STRESS

A commercial development occurs

irregularly in this sector, perhaps once

every fourteen years.

A commercial development occurs

irregularly in this sector, perhaps

once every fourteen years.

SENTENCE STRESS

Got distinction. Buy fresh juices.

I got a distinction in my exams.

Buy lots of bottles of fresh juices as quickly as possible

WORD STRESS

Occur Purpose Technique Academic Development Event Concentrate Process

Occur Purpose Technique Academic Development Event Concentrate Process

CHUNKING

Anyone can become a manager. But, of course, the unprepared, the untrained, and those given too much responsibility before they’re ready will fail.

ANYONE can become a successful manager. But, of course, the unprepared, The untrained, And those given too much responsibility Before they’re ready Will FAIL.

SPEAKING IN GROUPS

DISCUSSION From the latin , “discutere” = ‘to agitate’

DIALOGUEFrom the Latin, “dia” = ‘through’,

and, “logos” = ‘words’

CONVERSATION

A fluid exchange to facilitate emergence of a new shared meaning

Bohm, D. (Physicist and philosopher)

GROUP SKILLS Practice exercise

1: Preparation 2: Practice

3: Presentation 4: Review

Thank you

process of communication miscommunication

Documents