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FOUNDATION OF FOUNDATION OF COMMUNICATIONCOMMUNICATION

2nd week2nd week

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Most people are not effective communicators. Most people are not effective communicators. 20% of the nation’s (USA) young people cannot 20% of the nation’s (USA) young people cannot

accomplish any of the simplest of accomplish any of the simplest of communication tasks, communication tasks,

almost 63% cannot give clear oral directions,almost 63% cannot give clear oral directions, About 95 percent of the population reports some About 95 percent of the population reports some

anxiety about communicating with a person or in anxiety about communicating with a person or in groups,the apprehension level of those who fear groups,the apprehension level of those who fear speaking in public is estimated at 50 to 70 %, speaking in public is estimated at 50 to 70 %,

And adults listen at a 25 % level of efficiency.And adults listen at a 25 % level of efficiency.

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Skills in demandSkills in demand Percentage of executives who ranked skills as very important:Percentage of executives who ranked skills as very important:

ListeningListening 80%80% InterpersonalInterpersonal 7878Problem solvingProblem solving 7676Technical within an industryTechnical within an industry 7171Basic computer knowledgeBasic computer knowledge 7070CreativityCreativity 4646Administrative organizationalAdministrative organizational 3636

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Did you know?Did you know?

The average person spends 30 percent of The average person spends 30 percent of his/her waking hours in conversation….his/her waking hours in conversation….

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Communication definedCommunication defined

Comm. İs a conscious or unconscious, Comm. İs a conscious or unconscious, intentional or unintentional process in which intentional or unintentional process in which feelings an ideas are expressed as verbal and/or feelings an ideas are expressed as verbal and/or nonverbal messages that are sent, received and nonverbal messages that are sent, received and comprehended.comprehended.

This process can be; This process can be; accidentalaccidental (having no intent), (having no intent), expressiveexpressive (resulting rom the emotional state of the (resulting rom the emotional state of the

person),or person),or rhetoricalrhetorical (resulting from specific goals of the (resulting from specific goals of the

communicatior).communicatior).

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Intrapersonal commIntrapersonal comm

Human comm occurs on the intrapersonal, Human comm occurs on the intrapersonal, interpersonal and public level.interpersonal and public level.

Intrapersonal comm is communicating with Intrapersonal comm is communicating with yourself. It encompasses such activities as yourself. It encompasses such activities as thought processing, personal decision thought processing, personal decision making, listening and determining self-making, listening and determining self-concept.concept.

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Interpersonal commInterpersonal comm

Refers to comm that takes place between Refers to comm that takes place between 2 or more persons who estblish a 2 or more persons who estblish a communicative relationship.communicative relationship.

Forms of interpersonal comm include face-Forms of interpersonal comm include face-to-face or mediated conversations, to-face or mediated conversations, interviews, and small-gruop discussions.interviews, and small-gruop discussions.

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Public commPublic comm

Is characterized by a speaker’s sending a Is characterized by a speaker’s sending a message to an audience. It may be direct, message to an audience. It may be direct, such as a face-to-face message dlivered such as a face-to-face message dlivered by a speaker to an audience, or indirect, by a speaker to an audience, or indirect, such as a message relayed over radio or such as a message relayed over radio or television.television.

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All communication is:All communication is:

dynamic, because the process is , because the process is constantly in a state of change. As the constantly in a state of change. As the attitudes, expectations, feelings, and attitudes, expectations, feelings, and emotions of persons who are cmunicating emotions of persons who are cmunicating change, the nature of their communication change, the nature of their communication changes as well.changes as well.

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ContinuousContinuous

Because is never stops.Because is never stops.Whether asleep or awake, we are always Whether asleep or awake, we are always

processing ideas and information through processing ideas and information through our dreams, thoughts and expressions. our dreams, thoughts and expressions.

Our brains remain active; we are Our brains remain active; we are communicating.communicating.

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IrreversibleIrreversible

Once we send a message, we can not Once we send a message, we can not undo it.undo it.

Once we make a slip of the tongue, give a Once we make a slip of the tongue, give a meaningful glance, or generate an meaningful glance, or generate an emotional outburst, we cannot erase it. emotional outburst, we cannot erase it. Our apologies or denials cannot eradicate Our apologies or denials cannot eradicate what has taken place.what has taken place.

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InteractiveInteractive

We are constantly in contact with other We are constantly in contact with other people and with ourselves. people and with ourselves.

Others react to our speech and actions, Others react to our speech and actions, and we react to our on speech and and we react to our on speech and actions, and then react to those reactions.actions, and then react to those reactions.

Thus, a cyle of action and reaction Thus, a cyle of action and reaction becomes the basis for our communication.becomes the basis for our communication.

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ContextualContextual

It is a part of our entire human experience.It is a part of our entire human experience.The complexity of communication dictates The complexity of communication dictates

that we develop the awareness and the that we develop the awareness and the skills to function effectively as skills to function effectively as comunicatiors and to adapt to the setting, comunicatiors and to adapt to the setting, the people who are present, and the the people who are present, and the purpose of the communication.purpose of the communication.

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To be an effective communicator;To be an effective communicator;

You need to understand;You need to understand;How the comm process operates as a system,How the comm process operates as a system,How you send and process information,How you send and process information,How you reason your way to conclusions & How you reason your way to conclusions &

evaluate the ideas that others send,evaluate the ideas that others send,The relationship between communication & The relationship between communication &

culture,culture,What ethical standards they use making their What ethical standards they use making their

decisions.decisions.

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The components of human comm.The components of human comm.

As human beings, we are capable of selective As human beings, we are capable of selective comm.comm.

That is, from the wide repertory available to us, That is, from the wide repertory available to us, we can choose the symbol we believe best we can choose the symbol we believe best represents the idea or concept we wish to represents the idea or concept we wish to express. express.

We can think in abstractions, plan events in the We can think in abstractions, plan events in the future, & store & revall information.future, & store & revall information.

Selective comm allows us to combine sounds Selective comm allows us to combine sounds into complicated structures and therefore into complicated structures and therefore describe events & objects.describe events & objects.

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When we communicateWhen we communicate

we we encodeencode (take ideas & put theninto (take ideas & put theninto message form), message form),

send the ideas through a channel send the ideas through a channel composed of our composed of our primary signal systemprimary signal system (the senses: seeing, hearing, tasting, (the senses: seeing, hearing, tasting, smelling, & touching) to someone who smelling, & touching) to someone who receives them using his or her primary receives them using his or her primary signal system,signal system,

decodedecode (translate) the message. (Figure 1) (translate) the message. (Figure 1)

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Figure 1: Encoding & decodingFigure 1: Encoding & decoding

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You ask one of your friends, “may i borrow a You ask one of your friends, “may i borrow a pencil?pencil?

She says, “yes” & gives you a pencil.She says, “yes” & gives you a pencil. You have jist participated in an effective You have jist participated in an effective

comunication transaction.comunication transaction. You (a communicator) You (a communicator) encoded encoded a message a message

(may i borrow a pencil?)&(may i borrow a pencil?)& Send it out over a Send it out over a channelchannel (vocal tones (vocal tones

carried on sound waves) to your friend.carried on sound waves) to your friend.

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Your friend Your friend receivedreceived the message (by the message (by using sensory agents, ears) &using sensory agents, ears) &

decodeddecoded it (understood that you wanted a it (understood that you wanted a pencil.pencil.

Your friend’s Your friend’s feedbackfeedback (the word (the word yesyes & & handing the pencil to you) indicated the handing the pencil to you) indicated the message was succesfully message was succesfully receivedreceived & & decodeddecoded. .

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Now suppose that the person sitting next Now suppose that the person sitting next to you is from France and speaks no to you is from France and speaks no English. English.

Unless both of you communicate in Unless both of you communicate in French, he will be unable to decode your French, he will be unable to decode your message.message.

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Remember that;Remember that;The act of speech is not itself comm.The act of speech is not itself comm.Speech is only a biological act: the Speech is only a biological act: the

utterance of sounds, possiblyof vocal utterance of sounds, possiblyof vocal symbols of language.symbols of language.

Comm is broader: it involves the Comm is broader: it involves the development of a relationship amng development of a relationship amng people in which there is shared meaning people in which there is shared meaning among the participants.among the participants.

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Component of CommComponent of Comm

Figure illustrates how the components of the Figure illustrates how the components of the communication process work.communication process work.

The circles representing; The circles representing; the the sourcesource (the originator of the message) and (the originator of the message) and the the receiverreceiver (the recipient of the message) (the recipient of the message) overlap as each person sends overlap as each person sends messagesmessages

(communication) and (communication) and feedbackfeedback (response toa message) (response toa message) to other through to other through a frame of referencea frame of reference (a perceptual (a perceptual

screen).screen).

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Communicator perceptionCommunicator perception Your perception –the way you view the world – affect Your perception –the way you view the world – affect

your interpretation of a communication stimulus.your interpretation of a communication stimulus. Man factors make up your perceptual filter. These Man factors make up your perceptual filter. These

factors include;factors include; Your culture (the background worldview you hold)Your culture (the background worldview you hold) Communication skills (develop from experience & training)Communication skills (develop from experience & training) Physical & emotional states (how you feel at this particular time)Physical & emotional states (how you feel at this particular time) Experiences (your cultural background)Experiences (your cultural background) Attitudes (negative and positive predispositions to respond to Attitudes (negative and positive predispositions to respond to

any particular stimulus)any particular stimulus) Memory (ability to store and recall information)Memory (ability to store and recall information) Expectations (what you anticipate will occur)Expectations (what you anticipate will occur)

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Because of perceptual differences, 2 people Because of perceptual differences, 2 people reporting on an incident they have both seen reporting on an incident they have both seen may report their observations differently.may report their observations differently.

You encode & decode messages through your You encode & decode messages through your perceptual filters.perceptual filters.

These percepual filters establish expectations These percepual filters establish expectations for the outcome of the comm, & expectations for the outcome of the comm, & expectations guide your interpretation of communicator’s guide your interpretation of communicator’s message.message.

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The source & the messageThe source & the message

The comm process begins when the The comm process begins when the source is consciously or unconsciously source is consciously or unconsciously stimulated by some event, object, or idea. stimulated by some event, object, or idea. This need to send a message is then This need to send a message is then followed by a memory search to find the followed by a memory search to find the appropriate language (verbal or nonverbal appropriate language (verbal or nonverbal or both) in which to encode the message.or both) in which to encode the message.

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The channelThe channel During a communicative act, the encoded message is During a communicative act, the encoded message is

cared through a channel/scared through a channel/s If the comm occurs face-to-face, these channels may be If the comm occurs face-to-face, these channels may be

some or all of the five senses.some or all of the five senses. Typically, w rely on sight and sound as channels in Typically, w rely on sight and sound as channels in

speaking and listening.speaking and listening. Instead of communicating face to face, however, we may Instead of communicating face to face, however, we may

choose to use an electronic channel that uses sound choose to use an electronic channel that uses sound (eg, telephone) or seeing & hearing (eg. Tv).(eg, telephone) or seeing & hearing (eg. Tv).

In some instances, we may choose to send a message In some instances, we may choose to send a message to someone by means of physical contact,such as by to someone by means of physical contact,such as by tapping the person on the shoulder.tapping the person on the shoulder.

In this case, we use the touch channel.In this case, we use the touch channel.

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The receiver and the messageThe receiver and the message At the end of the channel, the receiver must decode the At the end of the channel, the receiver must decode the

message before comm can be accomplished. On going message before comm can be accomplished. On going verbal and nonverbal signals, the rceiver processes verbal and nonverbal signals, the rceiver processes them through a memory search so that the signals are them through a memory search so that the signals are translated into the receiver’s language system.translated into the receiver’s language system.

This decoded message is not identical to the one This decoded message is not identical to the one encoded by the source because each person’s symbol encoded by the source because each person’s symbol system is shaped by a unique set of perceptions.system is shaped by a unique set of perceptions.

A chef & an amateur cook, for instance, may have A chef & an amateur cook, for instance, may have different concepts of what “season to taste” means in a different concepts of what “season to taste” means in a recipe.recipe.

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FeedbackFeedback Once the receiver assigns meaning to the received Once the receiver assigns meaning to the received

message, he is in a position to respond.message, he is in a position to respond. This responce, called This responce, called feedbackfeedback, can be a verbal or a , can be a verbal or a

nonverbal reaction to the message, or both.nonverbal reaction to the message, or both. Feedback indicates whether the receiver understand (eg. Feedback indicates whether the receiver understand (eg.

by nodding), misunderstands (eg. by shrugging the by nodding), misunderstands (eg. by shrugging the shoulders and saying, “I don’t understand”), encourages shoulders and saying, “I don’t understand”), encourages the source to continue (eg. by leaning forward & saying the source to continue (eg. by leaning forward & saying “yes”), or disagrees (eg. by pulling back & saying “no”).“yes”), or disagrees (eg. by pulling back & saying “no”).

The act of responding, by which the receiver sends The act of responding, by which the receiver sends feedback to the source, actually shifts the role of the feedback to the source, actually shifts the role of the receiver to that of source.receiver to that of source.

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NoiseNoise

Messages are influenced not only by the Messages are influenced not only by the interpretations of each communicator but interpretations of each communicator but also by noise, which is any internal or also by noise, which is any internal or external interference in comm process.external interference in comm process.

Noise can be cause by some problems: >>Noise can be cause by some problems: >>

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Environmental noiseEnvironmental noise

is outside interference that prevents the is outside interference that prevents the receiver from gaining the msg.receiver from gaining the msg.

This can happen when you are in the This can happen when you are in the kitchen running water and the sound kitchen running water and the sound muffles your friend’s voice when he asks muffles your friend’s voice when he asks you a question from the adjoining room.you a question from the adjoining room.

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Physiological-impairment noisePhysiological-impairment noise

A physical problem can block the effective A physical problem can block the effective sending or receiving of a msg, thus sending or receiving of a msg, thus creating physiological-impairment noise.creating physiological-impairment noise.

For example, deaf persons do not have For example, deaf persons do not have the sensory capabilities to receive a msg the sensory capabilities to receive a msg in the same way as do hearing people.in the same way as do hearing people.

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Semantic noiseSemantic noise Problems may arise regarding the meaning of Problems may arise regarding the meaning of

words -- semantic– creating semantic noise.words -- semantic– creating semantic noise. For example, semantic noise may result when For example, semantic noise may result when

people use language that is common only to one people use language that is common only to one specific group, a particular part of a country, specific group, a particular part of a country, another nation, or a particular field, profession or another nation, or a particular field, profession or organization.organization.

Travellers frequently encounter semantic Travellers frequently encounter semantic problem. problem.

eg. A man asks for a eg. A man asks for a sodasoda will probably get a will probably get a soft drink, rather than a mixture of ice cream, soft drink, rather than a mixture of ice cream, fruit flavoring and soda water.fruit flavoring and soda water.

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Experts (eg. professor, doctor, lawyer, Experts (eg. professor, doctor, lawyer, mechanics) sometimes forget that those mechanics) sometimes forget that those who do not have as much knowledge of who do not have as much knowledge of their field may not be familiar with its their field may not be familiar with its vocabulary.vocabulary.

eg. Clients often complain that lawyers fail eg. Clients often complain that lawyers fail to communicate clearly because they use to communicate clearly because they use legal jargon, which is confusing to legal jargon, which is confusing to nonlawyers.nonlawyers.

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Similarly, people sometimes use the initials of Similarly, people sometimes use the initials of organizations, equipment or activities rather than organizations, equipment or activities rather than their full names. their full names.

Computer specialists use such initials as LC D, Computer specialists use such initials as LC D, GDSS, CMS etc., forgetting that most people do GDSS, CMS etc., forgetting that most people do not recognize these abbreviations. not recognize these abbreviations.

To avoid semantic problems, communicators To avoid semantic problems, communicators must be aware that although they know the must be aware that although they know the meanings of the words they use, those at the meanings of the words they use, those at the receiving end must assign similar meanings for receiving end must assign similar meanings for comm to be effective.comm to be effective.

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Syntactical noiseSyntactical noise

Each language has a syntax, a customary way Each language has a syntax, a customary way of putting words together in a grammatical form.of putting words together in a grammatical form.

Various types of syntactical noise, that is Various types of syntactical noise, that is inappropriate grammatical usage, can interfere inappropriate grammatical usage, can interfere with clear comm.with clear comm.

eg. Receivers may become confused if someone eg. Receivers may become confused if someone changes tenses in the middle of a story (“she changes tenses in the middle of a story (“she wentwent down the street and down the street and sayssays to him…”). to him…”).

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Organizational noiseOrganizational noise

When the source fails to realize that certain When the source fails to realize that certain ideas are best grasped when presented in a ideas are best grasped when presented in a structured order, organizational noise may structured order, organizational noise may result.result.

A geography instructor presents ideas in a A geography instructor presents ideas in a random fashion: first he talks about India, then random fashion: first he talks about India, then China, then Turkey, then India & than China.China, then Turkey, then India & than China.

After a while, his students become so confused After a while, his students become so confused they have absoletly no idea which country he is they have absoletly no idea which country he is discussing.discussing.

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Many methods of org. can provide a clear Many methods of org. can provide a clear structure.structure.

In giving directions, a person may set a pattern In giving directions, a person may set a pattern by starting at the departure point & processing in by starting at the departure point & processing in geographical order (eg. Go to the first street, geographical order (eg. Go to the first street, turn right, proceed 3 blocks, & turn left)turn right, proceed 3 blocks, & turn left)

If material is presented in a specific pattern, the If material is presented in a specific pattern, the receiver is likely to grasp the meaning.receiver is likely to grasp the meaning.

If the material is not organized, the receiver If the material is not organized, the receiver must not only try to figure out what is said but must not only try to figure out what is said but also sort out the information.also sort out the information.

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Cultural noiseCultural noise

Results from preconceived, unyielding Results from preconceived, unyielding attitudes derived from a group or society attitudes derived from a group or society about how members of that culture should about how members of that culture should act or in what they should / not believe.act or in what they should / not believe.

Individuals in a culture who believe in a set Individuals in a culture who believe in a set pattern of rules and regulations might say, pattern of rules and regulations might say, “Nice people don’t do things like that” and “Nice people don’t do things like that” and “we do it this way”.“we do it this way”.

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An instance of cultural noise is the attitude that An instance of cultural noise is the attitude that any action by a representative of one’s own any action by a representative of one’s own group is always right whereas the actions by a group is always right whereas the actions by a member of another group are wrong.member of another group are wrong.

Thus, a person who has always voted for Thus, a person who has always voted for candidates of one political party may find it candidates of one political party may find it difficult to be open-minded when listening to difficult to be open-minded when listening to information about the opposing political party’s information about the opposing political party’s candidates.candidates.

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Psychological noisePsychological noise

We sometimes find ourselves in situations We sometimes find ourselves in situations where psychological noise --stress, where psychological noise --stress, frustration, irritation– causes us to send or frustration, irritation– causes us to send or receive msg ineffectively.receive msg ineffectively.

Think of what happens when you are so Think of what happens when you are so angry that you “can’t think straight”. angry that you “can’t think straight”.

This is a normal example of psychological This is a normal example of psychological noise getting in the way of effective comm.noise getting in the way of effective comm.

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Some people have severe psychological Some people have severe psychological problems that cause them to communicate in problems that cause them to communicate in unusual ways.unusual ways.

People with schizophrenia (a disintegration of People with schizophrenia (a disintegration of personolity) or catatonia (immobilty & personolity) or catatonia (immobilty & speechlessness) may have great difficulty speechlessness) may have great difficulty communicating.communicating.

They may talk in riddles and rhymes, makep up They may talk in riddles and rhymes, makep up words, switch personalities, or not speak at all.words, switch personalities, or not speak at all.

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These noise factors can interfere with effective comm in These noise factors can interfere with effective comm in varying stages of the varying stages of the linear, linear, interactional or interactional or transactional models.transactional models.

eg. Semantic noise may stop the sender from encoding eg. Semantic noise may stop the sender from encoding a msg if she does not have the vocabulary to create the a msg if she does not have the vocabulary to create the msg.msg.

The msg may not get into the channel if there is The msg may not get into the channel if there is physiological-impairment noise because the sender has physiological-impairment noise because the sender has laryngitis.laryngitis.

The msg may not get clearly out of the channel if there is The msg may not get clearly out of the channel if there is environmental noise that creates static on the telephone environmental noise that creates static on the telephone line carrying the signal. >>line carrying the signal. >>

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The receiver may not be able to receive the msg The receiver may not be able to receive the msg if she is deaf & can’t hear the intended msg.if she is deaf & can’t hear the intended msg.

The receiver may be experiencing psychological The receiver may be experiencing psychological noise: though he receives the msg, he may be noise: though he receives the msg, he may be so disoriented that he doesn’t really grasp the so disoriented that he doesn’t really grasp the intent of the information.intent of the information.

Semantic and syntactic noise, he may not be Semantic and syntactic noise, he may not be able to decode the msg because he doesnt able to decode the msg because he doesnt speak the same language as the sender. (Fig)speak the same language as the sender. (Fig)

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Dealing with noiseDealing with noise

Although noise interferes with comm, we must Although noise interferes with comm, we must learn to adapt to & compensate for it because it learn to adapt to & compensate for it because it is commonly present.is commonly present.

For example: a source should offer opportunities For example: a source should offer opportunities for feedback to make sure that a msg has been for feedback to make sure that a msg has been received & understood.received & understood.

Rather than assuming that someone in another Rather than assuming that someone in another room has heard your msg, ord the statemnt so room has heard your msg, ord the statemnt so that it requires an answer: “the phone is for you; that it requires an answer: “the phone is for you; are you going to answer it?”are you going to answer it?”

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Another way to compensate for noise is to define Another way to compensate for noise is to define terms that might be misunderstood or may not terms that might be misunderstood or may not be part of the receiver’s vocabulary.be part of the receiver’s vocabulary.

Rather than repeating exactly the same words in Rather than repeating exactly the same words in a msg that has been misunderstood, you can a msg that has been misunderstood, you can change the terms or the sentence structure to change the terms or the sentence structure to aid the receiver in decoding the msg.aid the receiver in decoding the msg.

In the same way, a receiver should ask In the same way, a receiver should ask questions or repeat the msg’s general ideas to questions or repeat the msg’s general ideas to be sure that distractions have not interfered with be sure that distractions have not interfered with comprehension.comprehension.

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The contextThe context Comm does not occur in a vacuum. It always Comm does not occur in a vacuum. It always

relates to the context:relates to the context: Who is present, where the comm is taking place, Who is present, where the comm is taking place,

&& General attitude of those assembled.General attitude of those assembled. Where we are & who is with us affect our comm.Where we are & who is with us affect our comm. Such factors as the size of the room, the color of Such factors as the size of the room, the color of

the walls, & the type & placement of the furniture the walls, & the type & placement of the furniture can all affect how we feel, the way in which we can all affect how we feel, the way in which we communicate, & the type of communicating we communicate, & the type of communicating we engage in. For example: >>engage in. For example: >>

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Placing a large number of people in a Placing a large number of people in a small work area, as is often the case with small work area, as is often the case with direct-phone salespeople, may bring about direct-phone salespeople, may bring about emotional stress that can be reflected by emotional stress that can be reflected by erratic comm.erratic comm.

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Comm as a systemComm as a system

Think of your daily msgs, your sending & Think of your daily msgs, your sending & receiving.receiving.

There is a There is a systemsystem, a pattern, to the way you , a pattern, to the way you communicate with others.communicate with others.

The pattern centers on who speaks, what the speaker The pattern centers on who speaks, what the speaker says or is allowed to say, the way in which the msg is says or is allowed to say, the way in which the msg is sent, & where the speaker and receiver are.sent, & where the speaker and receiver are.

The participants, the setting, the purpose, and how they The participants, the setting, the purpose, and how they interact form the basis of the comm system.interact form the basis of the comm system.

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The follow of comm in a consistent pattern The follow of comm in a consistent pattern … p. 14… p. 14