Communication theory 1

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The main 4 objectives of communication are:The main 4 objectives of communication are:

1.1. to be understoodto be understoodwe communicate so that others will understand we communicate so that others will understand what we are saying.what we are saying.

2.2. to gain understandingto gain understandingwe communicate so that we can understand what we communicate so that we can understand what someone else is saying.someone else is saying.

3.3. to gain acceptanceto gain acceptance we communicate to gain acceptance for our we communicate to gain acceptance for our ideas, our values and our observationsideas, our values and our observations

4.4. produce actionproduce actionwe communicate to explain what must or should we communicate to explain what must or should be done.be done.

Objectives of CommunicationObjectives of Communication

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Write down three reasons why Write down three reasons why people communicate and people communicate and provide an example for each provide an example for each reason.reason.

Eg to obtain permission – asking Eg to obtain permission – asking your supervisor if you can go to your supervisor if you can go to lunch early.lunch early.

ACTIVITYACTIVITY

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Are there BENEFITS of Are there BENEFITS of CommunicationCommunication

yes, there are lots of benefits to having efficient communication, especially in the workplace.

Here are 7

1. improve morale – if you feel your opinion is asked for and listened too, then your self esteem rises, doesn’t it?

2. provide a sense of involvement – workers are more willing to follow instructions or orders if they were able to participate in developing them.

3. help gain understanding – good communication ensures that everyone understands the situation exactly.

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4. promotes better teamwork – when workers feel that they can contribute to the business communication, they are more inclined to be involved in their work and to cooperate with other workers.

5. save time – if a job only has to be done once to be done properly, then it has saved time having to fix up mistakes because people did not understand what they were meant to do.

6. save effort – by doing the job correctly the first time, there is no wasted effort fixing up mistakes.

7. save money – the saying “time is money” means that wages are being paid as time ticks by, whether the worker is spending that time on new tasks or on re-doing mistakes.

REMEMBER – money is also lost if poor communication means that merchandise is sold at the wrong price or merchandise and/or equipment are wasted or ruined.

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3 LEVELS OF COMMUNICATION

1. SMALL TALK – safe and unemotional -often between strangers, new acquaintances.

2. INFORMATIONAL/INSTRUCTIONAL – involves giving and receiving factual information – unemotional and rational (pass on instructions) a. what can be the side effects of only having #2 level at work?b. buddy up and create a roll play for each level

3. ATTITUDE/VALUES – involves emotions – usually commitment to the communication because it involves people sharing their personal ideas, attitudes and feelings

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TO DOTO DO a. what can be the

side effects of only having #2 level at work?

b. buddy up and create a roll play for each level

c. Write down the best method you have found for getting what you want at home.

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PERCEPTIONS - ?PERCEPTIONS - ?We are all affected by what we have We are all affected by what we have seen and done in the past:seen and done in the past:

family situations and upbringingfamily situations and upbringing school experiencesschool experiences successes & failures in lifesuccesses & failures in life how others have treated ushow others have treated us what society we live inwhat society we live in

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We communicate and accept We communicate and accept communication according to our communication according to our perception – how we detect and perception – how we detect and interpret other people and interpret other people and circumstances. circumstances.

Communication specialists may call Communication specialists may call perception by other names to help us perception by other names to help us visualise the experience.visualise the experience.

A cage through which we evaluate A cage through which we evaluate outside experiences.outside experiences.

ororA screen through which we sift outside A screen through which we sift outside

experiences.experiences.

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We are all affected differently byWe are all affected differently by

* what we* what we * what we do and * what we do and * what we participate in * what we participate in

because we have all come from because we have all come from different backgrounds and different backgrounds and experiences in our lives that have experiences in our lives that have affected us individually.affected us individually.

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Write 1 opinion each for 3 different things and explain what experiences/backgrounds that have influenced you in developing your own perceptions.

Swap your list with someone else and write your opinion of their things and then discuss each others list.

CONSIDER: do similar backgrounds and/or experiences necessarily mean that people will end up with the same perceptions?

Why? OR Why not?

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Perceptions we have are a

reflection of our society and our

upbringing

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eg. eg.

Bob and Jenny work together in a store Bob and Jenny work together in a store where Bob is a fairly new employee. where Bob is a fairly new employee. Jenny has been employed there for Jenny has been employed there for several years.several years.

Each employee have opinions on:Each employee have opinions on: HOW WELL THEY ARE GOING AT WORKHOW WELL THEY ARE GOING AT WORK

HOW THE OTHER PERSON IS GOING AT WORKHOW THE OTHER PERSON IS GOING AT WORK

HOW THEY THINK THE OTHER PERSON FEELS HOW THEY THINK THE OTHER PERSON FEELS

ABOUT THEMABOUT THEM

HOW THE OTHER PERSON REALLY FEELS HOW THE OTHER PERSON REALLY FEELS

ABOUT THEM.ABOUT THEM.

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BOBBOB1.1. thinks he is very good at his job thinks he is very good at his job

2.2. admires how quickly Jenny gets admires how quickly Jenny gets her work doneher work done

3.3. thinks Jenny is jealous of his thinks Jenny is jealous of his expertiseexpertise

4.4. is too slow getting his job finished is too slow getting his job finished

JENNYJENNY1.1. thinks she is alright at her job thinks she is alright at her job

2.2. thinks Bob is very slow at work thinks Bob is very slow at work

3.3. thinks Bob admires her expertise thinks Bob admires her expertise

4.4. could be even better at her job could be even better at her job since she has been there so long.since she has been there so long.

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1. think of some situation where you 1. think of some situation where you and another person had different and another person had different perceptions about something. perceptions about something. Write it down.Write it down.

2. What are the implications for a 2. What are the implications for a workplace when people have workplace when people have different perceptions about different perceptions about themselves and other people. themselves and other people.

Write an example of this situation.Write an example of this situation.

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Messages sent using different

CHANNELS

starts the communication process to others

the person or persons to whom the message is sent

Feedbackextra communication from the receiver to the sender to help with understanding the messagedeco

deencode

####***###*#%*#$*$

##

####***###*#%*#$*$

####***###*#%*#$*$

encode

decode

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The mix of people in the work force means that they bring a variety of perceptions with them about:

Themselves others what they THINK others think of them what others REALLY think of them.

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RESPONSIBILITIES

SENDER RECEIVER

Think out message before beginning

Stay tuned to whole message

¥ put information into logical order

¥ evaluate what you really hear, not what you think you are hearing

¥ arouse receiver interest in what is to be communicated

¥ show sender that you are interested

¥ use words that the receiver will understand

¥ use eyes as well as ears

¥ do not use jargon or technical language for no reason

¥ ask questions if not sure about anything the sender says

¥ encourage feedback from the receiver

¥ take notes if necessary

¥ watch for non-verbal cues

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ingredients

ingredients

SENDER MESSAGE CHANNELS RECEIVER

Communication Skills Elements Visual Communication Skills

Attitudes Structure Audio Attitudes

Knowledge Content Touch Knowledge

Social System Treatment Smell Social System

Culture Code Taste Culture

FEEDBACK SETTING INTERFERENCE/noise

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SENDER SENDER RECEIVER RECEIVER CHANNELSCHANNELS MESSAGEMESSAGE

CHANNELSCHANNELS

1.1. WrittenWritten = = visual visual

letterletter memomemo facsimile (fax)facsimile (fax)

2. SPOKEN = audio• face 2 face• telephone• poem

3. NON VERBAL = eg touch tastesmell

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SENDER SENDER RECEIVER RECEIVER CHANNELS CHANNELS MESSAGEMESSAGE

MESSAGEMESSAGE

ELEMENTS – ELEMENTS – parts of the message.parts of the message. STRUCTURE – STRUCTURE – how it is built to achieve meaning.how it is built to achieve meaning. CONTENT – CONTENT – what is in the message.what is in the message. TREATMENT – TREATMENT – the particular way of handling the the particular way of handling the

message.message. CODE – CODE – A system – morse, sign, Braille, words, A system – morse, sign, Braille, words,

music, painting, sport, dance. (Aussie Rules has music, painting, sport, dance. (Aussie Rules has distinctive patterns of playdistinctive patterns of play..

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Intra-personal - This is the individual’s process of thinking and feeling. It lets you communicate with yourself. This style creates the persons SELF CONCEPT. Think, plan, and interpret ideas and messages. Allow time to absorb new ideas and plan actions.

Inter-personal - Involves interactions between two people or in small groups. Skills such as questioning, speaking and listening are important in this type communication. Examples of this style are staff briefings, feedback or instructions and customer relations.

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Public communication - Originates from one source and takes place when the organization communicates with a number of receivers. It can be to receivers within the organization (staff newsletter), or to those outside the organization (company report).

Mass communicationUsually through electronic or print media to contact the organization’s publics. Examples could be public relation exercises, annual reports or advertising.

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VERBAL COMMUNICATION

4 ADVANTAGES 4 DISADVANTAGES

immediate opportunity for feedback when in direct communication with the receiver

no written copy for either sender or recover to refer too

immediate opportunity to discover if the time is appropriate for communication to take place

if message has to be passed on to a third party, the initial message may become distorted

immediate opportunity to discover if place is appropriate for communication to take place

message may not be clearly explained

opportunity to revise the initial message if feedback shows that there are any problems

sender or receiver may have a hearing problem

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Semiotics and communication throughSemiotics and communication through signssigns

(Semiotics is the science of signs)(Semiotics is the science of signs)

Semiotics and communication throughSemiotics and communication through signssigns

(Semiotics is the science of signs)(Semiotics is the science of signs)

IconsIcons, which resemble the object it , which resemble the object it signifies such as photographs, signifies such as photographs, statues, drawings and road signs.statues, drawings and road signs.

SymbolsSymbols,, used more loosely to used more loosely to mean a sign that is related to it’s mean a sign that is related to it’s object. You cannot know it object. You cannot know it instinctively, it must be learned. It instinctively, it must be learned. It can also be symbolism such as is can also be symbolism such as is used in literature to suggest ideas. used in literature to suggest ideas. “cold = loneliness”“cold = loneliness”

The IndexThe Index,, is casually connected to is casually connected to the object it signifies. eg. coughing the object it signifies. eg. coughing (an index of illness),(an index of illness), smoke smoke (an index of (an index of fire).fire).

Signs are made up of:Signs are made up of:

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Signs often have visual features, but can also Signs often have visual features, but can also be smells, tastes and textures.be smells, tastes and textures.

Features of signs are:Features of signs are:ColourColourSizeSizeSpaceSpaceContrastContrastShapeShape

Communication is not only about words Communication is not only about words

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WRITTEN COMMUNICATION

6 ADVANTAGES 6 DISADVANTAGES

Sender can keep a copy for further reference

time delay between sending and receiving message

receiver can keep a copy for future use

literacy of sender or receiver is not sufficient

complicated information might be easier to understand in writing

sender can not be absolutely sure that receiver got the message at all

receiver does not have to memorise information

receiver/sender are not together at the same time, so non-verbal communication can not be observed

receiver can go through information later at a more convenient time

sender can not be absolutely sure that the receiver read and understood the message

sender may write it down in a more logical format than if speaking information

fewer and slower opportunities to give and receive feedback

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FORMAL COMMUNICATION ORGANISATIONAL

NETWORKS

Communication networksCommunication networks are are patterns of communication that are patterns of communication that are established among employees who established among employees who work closely together as against those work closely together as against those existing in a larger organisation. While existing in a larger organisation. While the direction that communication flows the direction that communication flows in an organisation affects its format in an organisation affects its format and effectiveness, consideration must and effectiveness, consideration must also be given to the also be given to the impactimpact of the of the detailed communication network that is detailed communication network that is established.established.

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Y NETWORKY NETWORK

This is really an This is really an upside down Y. It upside down Y. It traditionally traditionally represents two, represents two, three or more three or more levels where the levels where the employees at the employees at the lowest level report lowest level report to a supervisor to a supervisor who then reports who then reports further up the further up the organisation to a organisation to a manager.manager.

Y NETWORK

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CIRCLE NETWORKCIRCLE NETWORK is a three level is a three level hierarchy of supervision with the lowest hierarchy of supervision with the lowest level of employees communicating with level of employees communicating with each other and directly with the person each other and directly with the person on the next level. That level then reports on the next level. That level then reports directly to a higher level. directly to a higher level. Communication also occurs downwards Communication also occurs downwards between the levels.between the levels.

CIRCLE NETWORK

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CHAIN NETWORKCHAIN NETWORKInformation is Information is passed from one passed from one person in a line person in a line of authority to of authority to the next the next employee above employee above or below that or below that personperson

CHAIN NETWORK

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WHEEL NETWORKWHEEL NETWORKExists when there is a supervisor with a Exists when there is a supervisor with a number of subordinates reporting directly to number of subordinates reporting directly to them without consultation or links with each them without consultation or links with each other. The spokes of the wheel are not other. The spokes of the wheel are not really connected.really connected.

WHEEL NETWORK

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Barriers are anything that prevents Barriers are anything that prevents communication from taking place.communication from taking place.

They can be:They can be:PHYSICAL PHYSICAL (Distance, Obstacles, Presentation)(Distance, Obstacles, Presentation) eg. eg. the other end of the store or a fixture between the the other end of the store or a fixture between the sender and receiver. Poor layout and presentation. sender and receiver. Poor layout and presentation. Even non-verbal communication that does not Even non-verbal communication that does not support the words.support the words.

ENVIRONMENTALENVIRONMENTAL (Temperature, Pollution, (Temperature, Pollution,

Noise)Noise) eg. store air conditioning does not eg. store air conditioning does not

work, dust floating around from road-work, dust floating around from road-

works and noise from traffic or machinery.works and noise from traffic or machinery.

to Communication

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PHYSIOLOGICALPHYSIOLOGICAL (Ability impairment, Health (Ability impairment, Health

problems)problems) sight or recovering from an illness. sight or recovering from an illness.

MENTAL/EMOTIONALMENTAL/EMOTIONAL (Discrimination or bias, (Discrimination or bias,

Attitude)Attitude) Racist against another worker or do not care Racist against another worker or do not care

about the work or job. Lack of courtesy by sender or about the work or job. Lack of courtesy by sender or

receiver AND/or receiver inattention. Inadequate receiver AND/or receiver inattention. Inadequate

feedback.feedback.

INAPPROPRIATE CHOICE OF:INAPPROPRIATE CHOICE OF: words / words /

channel / message / timing channel / message / timing

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IN PAIRS:

a. Collect 4 pictures and explain what message you get from two of them.

b. Find two advertisements for clothes and explain what they are communicating to the reader.

c. Write an example and the meaning of, verbal, non-verbal and graphic communication.

d. Why is effective communication important in business?

ALONE:

1. How does “noise” affect communication breakdown?

2. “Feedback is important to both the sender and the receiver”. Explain why this sentence is correct

3. Explain why one can be highly educated and yet a poor communicator.

4. Find a method of sharing some information with your classmates, WITHOUT SPEAKING OR WRITING IT DOWN.

ACTIVITY 4 U 2 DO

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TYPES – 7 main areasTYPES – 7 main areas 1.1. body motion or kinesicsbody motion or kinesics 2. 2. physical characteristicsphysical characteristics 3.3. touching behaviourstouching behaviours 4.4. vocal qualities or vocal qualities or

paralanguageparalanguage 5.5. use of space or proximityuse of space or proximity 6.6. artefactsartefacts 7.7. environmental factorsenvironmental factors

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Loosely broken down to Loosely broken down to these three main areasthese three main areas FACIAL EXPRESSIONSFACIAL EXPRESSIONS BODY LANGUAGEBODY LANGUAGE VOICEVOICE

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1.BODY MOTION OR KINESICS1.BODY MOTION OR KINESICS

The word kinetic implies The word kinetic implies movement. movement.

Movements of the body, limbs, Movements of the body, limbs, hands, head, feet or legs, posture, hands, head, feet or legs, posture, eye behaviour eye behaviour (eg blinking)(eg blinking) and and facial expressions such as facial expressions such as

smiles, smiles,

frowns.frowns.

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BODY MOTION OR KINESICS (Continued)BODY MOTION OR KINESICS (Continued)

non-verbal acts learnt through non-verbal acts learnt through imitation can become common imitation can become common to a group or people or culture. to a group or people or culture. (eg. “OK”)(eg. “OK”)

non-verbal acts that relate to non-verbal acts that relate to and illustrate the spoken word or and illustrate the spoken word or phrase. (eg. “Over there…..” phrase. (eg. “Over there…..” with a nod as well)with a nod as well)

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gesture & posturegesture & posture = = “functional “functional and dysfunctional”and dysfunctional” bodily cues bodily cues that communicate a sense of that communicate a sense of openness and confidence are openness and confidence are preferred. preferred.

Nervous gestures are often Nervous gestures are often unintentional and are used to unintentional and are used to mask our nervousness.mask our nervousness.

BODY MOTION OR KINESICS (Continued)BODY MOTION OR KINESICS (Continued)

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BODY MOTION OR KINESICS (Continued)BODY MOTION OR KINESICS (Continued)

BODY LANGUAGEBODY LANGUAGE

The use of our body and their The use of our body and their closeness to one another are both closeness to one another are both deliberate and unconscious signals deliberate and unconscious signals that indicate our feelings.that indicate our feelings.

Some types of body language signals:

•Use of body = gestures, stance, dress code

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Some types of body language signals (continued)

facial expressionfacial expression = provides = provides information about emotion. This can information about emotion. This can be be qualifiedqualified (you add another facial (you add another facial expression to the original to modify the expression to the original to modify the impact),impact),

modulatedmodulated (intensity is changed)(intensity is changed) and and falsification falsification (showing emotion (showing emotion when no emotion is felt or masking when no emotion is felt or masking emotion with a blank expression).emotion with a blank expression).

eye contact eye contact = culturally and socially = culturally and socially modified.modified.

BODY MOTION OR KINESICS (Continued)BODY MOTION OR KINESICS (Continued)

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FACIAL EXPRESSIONSFACIAL EXPRESSIONS A face provides an accurate reflection of a person’s A face provides an accurate reflection of a person’s

feelings, or at least gives clues as to how they are feelings, or at least gives clues as to how they are feeling.feeling.

Some types of facial non-verbal communications Some types of facial non-verbal communications signals:signals:

Discolouration or pale complexion when ill or scaredDiscolouration or pale complexion when ill or scared Blushing when embarrassedBlushing when embarrassed Perspiring when tensePerspiring when tense Smiles and frowns of happiness or displeasureSmiles and frowns of happiness or displeasure Raised eye brows of disbelief or amazementRaised eye brows of disbelief or amazement Eye contact or lack of it to show commitment Eye contact or lack of it to show commitment

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