EFFECTIVE COMMUNICATION
Welcome all to the first post on this wide topic of Effective Communication. Here we will seek to explain communication as a two way process, its components and how it benefit us all in our everyday life, be it business or personal. Let’s start by examining communication in general.
Communication is defined as a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior and other types of information. It is the process of sharing of information and meaning, knowingly and unknowingly and idea, thoughts and feelings between people through speaking, writing or body language sent through a transmission medium. Sometimes there is difficulty determining whether or not the message sent has been received and shared, especially when using such medium as a television and bulk mail. If there is some understanding of the information that is sent then communication has taken place.
Communication is the lifeblood of any organization and it represents the integrating mechanism that keeps activities and effort oriented towards the achievement of both organizational and personal goals. It is vital to the successful existence of any organization’s existence. Communication does not just occur; a formal process is involved in the transmission and sharing of information and meaning.
The act of communication begins with internal processing about information or feelings you want to share with someone else (called encoding). After encoding, the message is sent through either spoken or written words, which completes encoding. At the other end of communication is receiving and interpreting what was sent (called decoding). The recipient can and should confirm receipt to the sender to close the communication loop.
THE COMMUNICATION PROCESS AND ITS COMPONENTS
Communication is conducted through a systematic process with distinctive components interacting together. Problems can occur as a result of a breakdown in the interactions between any of the components. The process of communication is composed of three basic elements: the source (sender, speaker, transmitter, or instructor), the symbols used in composing and transmitting the message (words or signs), and the receiver (the listener, the reader, employee or student). The three elements are dynamically interrelated since each element is dependent on the others for effective communication to take place. The relationship between the sender and the receiver also is dynamic and depends on the two-way flow of symbols between the two. The sender depends on feedback from the receiver to properly tailor the communication to the situation. The sender also provides feedback to the receiver to reinforce the desired receiver responses.
THE SEND – RECEIVE MODEL OF COMMUNICATION
COMPONENTS
1. Formation of an Idea into a Message
2. Source of the Message – Someone sends the message (has an idea that needs to be shared) – The Sender
3. Encoding the message – translating communication into an understandable message, utilizing appropriate symbols. The sender must Encode/translate the message to be sent and shared into a form and symbols that the receiver will be able to understand. Encoding involves the selection of words, symbols, sounds, and non verbal movements (gestures) to convey the message content and meaning that the source wishes to transmit and shared with others. Many communication problems can develop at this stage.
4. The message – the message can be transmitted in a verbal, non verbal or combined verbal – nonverbal form. Information can be transmitted knowingly or unknowingly. This can be done in many ways and can assume many various forms.
The Channel – This is the connecting device between the sender and the receiver through which the message is sent. Many different types of communication channels are available
5. to the sender: telephone, memorandum, bulletin board, face to face, electronic mail, Postal Service just to name a few.
1. The Receiver - This is the person to which the message is directed. The source must consider the receiver when encoding the message and when selecting the channel for the transmission. Sometimes the receiver may not get the message. Persons other than the receiver may get it, or the receiver and unintended persons may receive the message simultaneously. The source must be cautious to ensure that messages are received only by the intended receivers. The medium and symbols used can play a very important role in this respect.
2. Decoding – At this stage The Receiver Decodes/gets the message message, interpret its meaning(s)/personalizes it. If symbols, words or gestures unfamiliar to the receiver were used then interpretation mistakes will occur very easily. The actual meaning that the receiver attached to the message through decoding process must be the same as the intended meaning of the sender. Sometimes the actual meaning gained by the receiver differs from the intended meaning of the sender and this result in the breaking down of communication.
3. Feedback – This is the receiver’s response to the message. Feedback is valuable when the receiver indicates how the message was received and interpreted. Feedback can be a simple nod, a return call, a notice in the mail etc. Sometimes feedback is not received in a timely manner to aid the sender/source especially when using mass media. The communication process is completed when the receiver receives and decodes the message. When feedback occurs, the original communication cycle is completed and a new cycle begins.
· When the Receiver, in turn, sends feedback then he/she now becomes a Sender.
· The original Sender now becomes a Receiver and reacts to the feedback. Generally at this stage a new communication sequence is then initiated, a new cycle begins.
· In the Send-Receive Model, receiving or listening is as critical as sending the message because, without listening, it is impossible to personalize and respond to the message
MEANING OF THE COMMUNICATED MESSAGE AND ITS EFFECTIVENESS IN THE PROFESSIONAL WORLD
The ability to communicate effectively is essential for all businesses, whether it maybe a office, a factory, a school, a home, or environment in which people interact with each other. However, communication does not occur automatically even though the sender say it be Management of a company, may have a high level of knowledge in a particular subject area. The sender/Management must understand the complex process involved in communication, and become aware of the common barriers to effective communication. Mere awareness of these factors is not enough. The sender/Management must also develop a comfortable style of communication that meets the goal of conveying information to the Receiver/Staff/Employees.
Communication requires the attachment of some meaning to the message that has been sent or received. One of the biggest problems associated with communication is that the meaning intended by the sender may not be the receiver’s perceived understanding.
We send many messages a day, these includes messages we intend to send and messages we actually send; the message the Receiver interprets; the response of the Receiver based on what he or she heard and our reaction to the exchange of words meaning and interpretation.
However, in order to ensure that communication is effective, the parties involved have to make sure that information is conveyed or transmitted, and also received and understood in the way in which it was intended. The goals of effective communication include creating a common perception, changing behaviors and acquiring information. Individuals may communicate verbally, through writing, through body language or in several other ways. Due to modern technology, we are able to communicate via email, phone, and text messages. Writing a book, article, or posting information on the Internet is a way of communicating with a large number of people. Art in its many different forms can be used to convey a message, such as through song, dance, or painting.Effective Communication only occurs when the actual message and meaning decoded by the receiver are the same as those encoded by the sender. Communication effectiveness is measured by the similarity between the idea transmitted and the idea received.
SOURCE/SENDER
The Sender/Speaker/Transmitter/Instructor's effectiveness as a communicator is related to at least three basic factors. First, an ability to select and use language is essential for transmitting words, symbols, sounds, and non verbal movements (gestures) which are meaningful to the Listeners/Readers/Receiver. Secondly, the Sender consciously or unconsciously reveals his or her attitudes toward themselves as a communicator, toward the ideas being communicated, and toward the Receivers. Thirdly, the Sender is more likely to communicate effectively if material is accurate, up-to-date, and stimulating.
Senders should exercise great care that ideas and feelings are meaningful to the Receivers. A speaker or a writer may depend on a highly technical or professional background with its associated vocabulary that is meaningful only to others with a similar background. It is the responsibility of the Sender, as the source of communication, to realize that the effectiveness of the communication is dependent on the Receiver's understanding of the symbols or words being used. For instance, if an Information Technology Administrator were to use any of the many Computer acronyms, slang, jargons and abbreviations at an Orientation for new employees who will be working in Customer Service, but who will also be relying heavily on the use of the computer network, intranet and internet to perform their daily duties; effective communication would be difficult if not impossible. Terms like GIG, BUSS, USB, do not carry the same meaning to a new employee who is not technologically oriented. Use of technical language will always be necessary, but the new employee must be taught the language first.
In addition to using the correct symbols to communicate effectively, the Sender must reveal a positive attitude while delivering a message. The presentation should show that the Sender is confident in the information. It should also show that the message is important and that the new employees have a need to know the information.
A Sender must constantly strive to have the most current and interesting information possible. In this way, the Receiver's interest can be held. Out-of-date information causes the Sender to lose credibility in the eyes of the Receiver. Use of boring or uninteresting information runs the risk of losing the Receiver’s attention.
Symbols
At its basic level, communication is achieved through symbols which are simple oral and visual codes. Common gestures and facial expressions form another, but words and gestures alone do not communicate ideas. They should be combined into units (sentences, paragraphs, speeches, or manuals) that mean something to the employees. When symbols are combined into these units, each portion becomes important to effective communication.
The parts of the total idea should be analyzed to deter- mine which are most suited for the purpose of explaining, clarifying, or emphasizing. All of these functions are required for effective transmission of ideas. The process finally culminates in the determination of the medium best suited for their transmission. Most frequently, communicators select the channels of hearing and seeing.
The Sender will be more successful in gaining and retaining the employee’s attention by using a variety of channels.
The feedback Senders is getting from an employee needs to be constantly monitored in order to modify the symbols, as required, to optimize communication. Recognizing that the employees has misunderstood, the Sender is able to clarify the information and help employees to obtain the desired outcome.
Receiver
Remember, the receiver is the Listener, Reader, or Employee. When employees react with understanding and change in their behavior according to the intent of the Sender, effective communication has taken place.
In order for the Sender change the behavior of employees, some of the employees' abilities, attitudes, and experiences need to be understood. First, employees joined the company with some amount of training in specific areas with a wide variety of abilities. Some may be familiar with the industry and its products while others barely know what the business is about. Some employees come with highly developed professional skills, and others have not had opportunities to develop these skills. The Sender needs to determine the abilities of the employees to understand the employees in order to properly communicate. The process is complicated by differences in gender, age, cultural background, and level of education. For instance, the instructor would want to tailor a presentation differently for a highly skilled person like an Auditor than for a Customer Service Representative. Management must also understand that the viewpoint and background of people may differ significantly because of cultural differences. However, this consciousness of the differences between people should not be overdone. The instructor should be aware of possible differences, but not overreact or assume certain values because of these differences. For example, just because an employee is a college graduate does not guarantee rapid advancement in the position or post. An employees’ education will certainly affect the Managers style of presentation or training, but that style should be based on the evaluation of the employee’s knowledge of the subject.
Secondly, the attitudes employee exhibit may indicate resistance, willingness, or passive neutrality. To gain and hold the employees' attention, attitudes should be molded into forms that promote reception of information. A varied communicative approach will succeed best in reaching most employees they all have different attitudes.
Thirdly, the employee's experience, background, and educational level will determine the approach the sender Management will take. What the employees knows, along with the employee's abilities and attitudes, will guide the Sender/Management in communicating. It is essential to understand the dynamics of communication, but the Sender/Management also needs to be aware of several barriers to communication that can inhibit learning.
Communication Is a Two-Way Process | |
Let’s examine this little closer. As speakers, we sometimes focus exclusively on the information that we want to relay. But our Listeners/Staff may not understand your message, they understand only a portion of your message, or miss our point entirely—even though we transmitted the information accurately by our standard. It is not enough merely to deliver a message. The message must be received for communication to be successful. | |
Listening Behaviors When we focus only on yourself, we often forget to listen, and as a result, the chances for successful communication are poor. Listening is the fundamental of effective communication and entails much more than just hearing sound. If there is one person trying to convey information, the other party has to be receptive to what is being expressed. This does not mean the person has to agree, but rather, he should at least try to understand. When communication involves the exchange of ideas among two or more people, each person involved needs to listen to and understand what the other party is trying to communicate. If there isn't listening among all parties involved, each person will just be expressing himself in vain. You can learn more about listening behavior by examining the type of listener you tend to be. Use the following activity to learn more about your listening style. | |
Think about the last time you noticed someone obviously not paying attention when you were trying to communicate. What specific behaviors did the person exhibit that led you to believe that he or she was not attending to you? What impact did the person’s behavior have on you? Perhaps you felt alarm that your important message was not getting through properly, or frustrated that your Listener/Staff was not “getting it.” You may have been offended by your Listener’s inattention or felt an urge to repeat your message. Hearing vs. Listening | |
Hearing is the special sense by which noises and tones are received as stimuli. Hearing is a sensory experience that gathers sound waves indiscriminately. We can hear something without choosing to listen. | |
Active Listening When you listen empathically, you don’t just hear words. You hear thoughts, beliefs and feelings. Empathic listening is highly active and requires hard work. Use active listening skills to restate what the other person said so they be sure that you have heard them correctly. Active listening requires that you give the speaker a second after he has finished talking before you respond or ask questions. When you ask questions, do so in a positive manner. The following the steps below will help you to improve your listening skills. 1. The first step is to decide to listen and concentrate on the Speaker. 2. Then, use your imagination and enter the Speaker’s situation. Concentrate and try to imagine his or her frame of reference and point of view. 3. Observe the Speaker’s vocal inflection, enthusiasm or lack of it, and style of delivery. These are essential components of the message. If you are speaking face-to-face, pay attention to the speaker’s facial expressions and other nonverbal cues for more insight into the message. | |
4. Use paraphrasing or clarifying questions to confirm that you received the intended message. Check your perceptions of how the Speaker is feeling to put the text of the message in emotional context. |
5. Finally, provide feedback to the Speaker
Practice Active Listening Tips
Like other skills, listening skills improve with practice. Ask a trusted friend to rate you honestly on the listening self-assessment that you conducted earlier in this exercise. Then, the next time someone comes to you with a problem, work on the listening skills that need improvement. Practice empathic listening by attending, paraphrasing, and asking questions.
Once you learn a few effective communicate techniques, practice them with a partner. Be diligent about practicing your new-found skills so you can be an effective and accomplished communicator.
Barriers/Roadblocks to Effective Listening
Roadblocks or barriers to effective listening can be external or internal. External roadblocks can include distracters such as: noise, an uncomfortable temperature or seating, or an inappropriate location. Try to be aware of external roadblocks or barriers and offset them if possible.
Noise/Distraction – This is any occurrences that inhibit effective communication can be classified as noise. Noise can occur at virtually any point in the communication process. The sender may be confronted with noise while encoding the message, or noise may mistakenly be contained in the message sent. Sometimes the receiver is focused on another line of thought while decoding the message and does not give it full attention or proper meaning. At other times there are external disturbances such as background signs, people moving around or background noise, bright lights, fowl smells or extraneous sounds impairing the receiver’s ability to accept and decode the message properly. There are 4 types of distractions
Internal – This may be difficult to identify, it generally determines your attitude. It takes place in the mind of the Speaker or Listener/Receiver. A person may be suffering from depression, anxiety, discomfort or illness that affects their ability to speak or understand. Other internal distraction may include bias, prejudice and pre-occupation, emotional interference, defensiveness, hearing only facts and not feelings, Not seeking clarification, hearing what is expected instead of what is said, Stereotyping - The halo effect (i.e., the tendency for something to be influenced by a loosely associated factor) , automatic dismissal (e.g., “We’ve never done it that way before.”) or resistance to change.
Preconceptions and Biases
Your own preconceptions and biases can represent a barrier to communication. Prior interactions with people may have caused you to form opinions about them that may impact how closely you listen to them or how you view their comments and opinions. With strangers you may be impacted by the way they look or their manner of speech and may quickly form opinions that may be inaccurate. Being alert to your own potential for bias can help to avoid this common barrier in communication.
· External Distraction or Channel Noise – One of the major type of disturbances and is associated with the medium or communication channel selected or the environment eg. Radio static, television “ghost” and facsimile (FAX) reproduction errors, frozen computer screens are common ones
· Time as Noise or Time Distraction – This is a common form of noise. The time allocated to decode the message might be inadequate. The source or receiver may decode/encode improperly due to time constraints. The time of day might affect the transmission of the message. Time zone differences can affect receipt and response of the message and create a delay in feedback.
· Semantic Distraction – Words and gestures have different meanings around the world. Words can have unique meaning depending on the profession. The difference in meaning among speakers and the listener can create misunderstanding eg in Jamaica we call avocado pear but in the United State pear is a fruit which is different from avocado.
Noise can be reduced and controlled through careful planning but is is virtually impossible to eliminate noise completely
Tips for Active Listening
The following are additional techniques to help ensure active listening:
Make eye contact. Eye contact increases the chances of “getting” the message and demonstrates interest and attention. When listening to someone on the phone, try not to look at things that will take attention away from the Speaker. If you are making a presentation maintaining eye contact during communication will make your presentation much more effective. If you are having a one-on-one conversation with someone, maintain eye contact with that person. You will be more persuasive and engaging if you look at the other person as opposed to looking away or shifting your eyes nervously. If you are presenting to a group, don't just read from your notes. Make sure you raise your head and make eye contact with the audience even if you are nervous. Here is a helpful hint. If you are shy or get nervous when having a one-on-one conversation, practice making eye contact with a partner and look at the bridge of their nose rather than straight into their eyes. You will appear to be looking into the eyes of the person with whom you are speaking and this technique may reduce any anxiety you have from making direct eye contact. Adjust your body posture. Posture ⎯ facing the speaker and slightly leaning in⎯ suggests that you are paying attention and helps you to stay tuned in. When on the phone, position yourself so that you’re comfortable but not so relaxed that you lose the ability to attend to the speaker. Your body language is a very important component of communication. Body language sends a strong message to the listener. If you are speaking to another person or to a group, do not cross your arms across your chest. This implies that you are defensive (even if you are not). Do not shove your hands into your pockets. This implies you have something to hide. Wringing your hands gives the appearance that you are nervous or tense; fidgeting can make it appear as though you are bored. In order to appear relaxed when communicating, keep your arms at your sides and keep your posture straight and natural. Try to remember to smile at the listener and keep your face relaxed
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