I. THE COMMUNICATION PROCESS
1. Brief understanding of communication
– Communication is the process of exchanging information by using words, letters,
symbols, or nonverbal behavior. (anytime people send information back and forth to each
other, they are communicating)
– (Communication is considered to be complex. So why is that?) The difficulty arises
because communication depends on perception. (people may understand words, symbols,
and actions differently, depending on their background and interests)
– (Therefore, it is important for managers to have a good communication skill. Unless
they well communicate with others, they cannot plan, organize, control or lead.)
2. Steps in communication process
– Encoding the message
+ encoding is the process of organizing ideas into a series of symbol such as words and
gestures, designed to communicate with the receiver.
+ (This means senders transform the thoughts of the information they want to send into a
certain format. For example, if you are writing a letter, you’ll translate your idea into
words. The message can also be nonverbal, oral or symbolic)
– Communication media:
+The sender selects the suitable channel of communication that will be used to send the
message
+ Some communication mediums involve voice, e-mail, web log, telephone, paper or
gestures.
+ (For example, through the use of facial expression such as a smile from a superior in a
meeting effectively communicates the message “I agree with you”)
– Decoding the message:
+ In the decoding, the receiver interprets the message and translates it into meaningful
information
+ The communication process is performed effectively when the receiver acts in the
maner the sender wants
– Feedback:
+ The receiver’s response to the sender’s message, includes the reaction of the receiver
+ Feedback provides the recipient with the ability to ensure the sender that their message
was properly received and interpreted
+ (If the receiver takes action as intended by the sender, the message has been received
satisfactory)
II. Obj2
Nonverbal communication (NVC):
1. Definition:
– NVC is the transmission of messages or signals through the use of body language
including eye contact, facial expressions, gestures and more.
– It usually supplements rather than substitutes for writing, speaking, and sign
language.
– The purpose is to express the feeling behind a message.
2. Types of NVC:
• Environment:
– Environment involves the physical and psychological aspects of the
communication context.
– An important part of the dynamic communication process.
The perception of one’s environment influences one’s reaction to it.
• Body placement:
– Complement the verbal message by reinforcing the main idea.
– Also regulate conversations and substitute or replace verbal messages.
– Creating or closing distance between yourself and the people around you can also
convey messages about your comfort level, the importance of the conversation,
your desire to support or connect with others and more.
• Posture:
The relationship with the role, position, and social position of the object of
communication
– Has an expressive role, can be seen through a relaxed or tense mental posture.
– Avoid: slouching, turning your back or looking at the floor or ceiling…
• Hand & body gestures:
– The type of gesture displayed also communicates a specific message.
– Gesturing is a natural part of speech and thinking.
• Facial expression and movement:
– The particular look on a person’s face and movements of the person’s hand provide
reliable cues about both emotions and information.
Ex: Someone might raise their eyebrows and open their eyes widely if they feel
surprised.
• Voice quality:
– Aspects of the voice such as pitch, volume; tone, and speech rate may
communicate confidence, nervousness, and enthusiasm.
– Judge intelligence by how a person sounds.
– Another aspect of voice quality is a person’s accent.
• Clothing, dress, and appearance:
– The types of clothing that an individual wears convey nonverbal cues about his or
her personality, background and financial status, and how others will respond to
them.
– Clothing can be used as a nonverbal cue to attract others.
– Wear suitable clothes for each event shows that the person highly appreciates that
event.
• Mirroring:
– Is to build rapport with another person by imitating his or her voice tone, breathing
rate, body movement, and language.
– Relies 20 percent on verbal means, 60 percent on voice tone, and 20 percent on
body physiology.
• Use of time:
– The way we use time and give or don’t give our time to others can communicate
different messages.
Ex: In a two-person meeting, if you have a rambling speech with your boss, he/she
may look at the watch to show that you are wasting his/her time.
– Depend on an individual’s status, the way a person uses time or be on time/be late
can transmits non-verbal cues of characteristics.
III. ORGANIZATIONAL CHANNELS AND DIRECTIONS OF
COMMUNICATION
Formal Communication Channels:
– Formal communication channels are the official pathways for sending
information inside and outside an organization.
– In many large organizations, the worker may have to go through as many as eight
management or organizational levels.
– In addition to being pathways for communication, formal channels are also means
of sending messages, include meetings, e-mail, traditional bulletin boards,
electronic bulletin boards and publications such as newsletters.
– Blogs were first use by business to communicate with customers in a personal,
direct manner. The blog communicates professional information, but with a soft
human touch.
Eg: employees, as well as customers, can interact with the Web log by providing
comments that can be a source of valuable feedback to management and
communicated directly to other visitors to the site.
– Management by walking around is systematic communication channel. It could
be considered as a formal channel. However, a manager who circulates throughout
the company violates the chain of command, therefore, invites more informal
communication.
Communication Directions:
– Message in organizations travel in four directions: downward, upward,
horizontally and diagonally.
– A communication network is a pattern or flow of messages that traces the
communication sometimes from start to finish.
