Professional Communication 05 - The Eight Steps
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Transcript of Professional Communication 05 - The Eight Steps
Saturday 8 April 2023SLH1013 - Professional English
LESSON #05
THE 8 STEPS OF PROFESSIONAL
COMMUNICATIONB Y J A I M E A L F R E D O C A B R E R A
A L B U K H A R Y I N T E R N A T I O N A L U N I V E R S I T Y
Professional Communication
Saturday, April 8, 2023SLH1013 - Professional English
EIGHT STEPS
The steps of professional communication can help in the success of transferring a message to the target receiver.
Missing a step can result in non-delivery of message, and therefore in communication failure.
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
MESSAGE INTENDED
MEDIUM
CHANNEL
RECEIVER
MEANING RECEIVED
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONSFEEDBACK
CONFIRMATION
1717
88
ENCODING22
NEEDING11
TRANSMITTING44
RECEIVING55
DECODING66
RESPONDING77
CONFIRMING88
SENDING33
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONS
1717
88
NEEDING11
Saturday, April 8, 2023SLH1013 - Professional English
SENDER SOURCE
Active With intentionSender sendsSender makes
meaning for receiver
Passive Repository onlyReceiver seeksReceiver finds
meaning for self
Origin of the Message
Saturday, April 8, 2023SLH1013 - Professional English
MOTIVE INTENTION
Hidden or implied purpose or reason
May be different from intention
Receiver may guess the hidden motive
Clearly stated purpose or reason
May be different from motive
Receiver can understand the stated intention
The Need to Communicate
Saturday, April 8, 2023SLH1013 - Professional English
DATA INFORMATION
Not structuredNeeds to be
translatedNot understood
by receiverMeaning created
by receiver
Code is structured
No need for translation
Understood by receiver
Meaning created by sender
Types of Messages
1. ENCODING , DECODI NG, AND SYMB OLS2. SYMBOLS: LET TERS, NUMBERS, CHARACTERS, AND
SPACES3. CODES: LANGUAGE, VOCABULARY, SPELLING,
GRAMMAR, PUNCTUATION, AND SYNTAX4. FORMATS: PARTS, STRUCTURES, HIERARCHY,
MARGI NS, ALI GNMENT, AND INDENTIONS5. MEDIA : PAPER, TAPE , F ILM, DATA STORAGE DEVI CE6. DETERMINERS : CLARI TY, ACCEPTABI LI TY,
STANDARDI ZATION7. DETERMINERS : SPOKEN, PERFORMED OR ENACTED,
L IVE OR RECORDEDSLH1013 - Professional English Saturday, April 8, 2023
Step 2: ENCODING
USE SYMBOLS AND STRUCTURES TO CREATE A MESSAGE
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
MESSAGE INTENDED
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONS
1717
88
ENCODING22
NEEDING11
Saturday, April 8, 2023SLH1013 - Professional English
Encoding, Decoding, and Symbols
To encode is to translate an idea into a physical form while to decode is to translate symbols into meaningful ideas.
Symbols are characters that are used to record meaning; codes refer to the arrangement of symbols in order to create meaning
Saturday, April 8, 2023SLH1013 - Professional English
Symbols Codes
CharactersLetters (a, Z, y)Numbers (3, 1, 0)
Signs ($, {}, =, !)
Spaces
SpellingGrammarSyntaxPunctuationSpacingIndention
ENCODINGThe use of symbols to translate an idea or concept into physical form
Saturday, April 8, 2023SLH1013 - Professional English
CODES
Language – Formal, informalVocabulary - Academic, technical, businessSpelling – The arrangement of letters to form
words that have meaning.Grammar - The arrangement of words to form
sentences that have meaning.Syntax - The correct arrangement of words to
create well-formed sentences.Punctuation – Signs and conventions to start, end,
pause, join, separate, or identify ideas.
Saturday 8 April 2023SLH1013 - Professional English
THE FORMAT OF A FORMAL LETTER
FORMATTING
Saturday, April 8, 2023SLH1013 - Professional English
FORMATS
To format is to arrange symbols in codes in order to clarify or emphasize meaning.
Formats are conventions that guide the arrangement of the parts of a message; the purpose is to clarify or point out meaning in a message.
The use of professional formats indicate the sender’s level of education.
Lesson Connection: 02-1 The Structure of a Formal Letter
SPACES IN FORMAL DOCUMENTS
SPACES
Saturday, April 8, 2023SLH1013 - Professional English
SPACE
Space – The space between each word or symbol
Spacing – The space between each paragraph
Margins – The space between text and edge of paper, along each side of the paper
Lesson Connection: 02-2 Spaces in Formal Documents
INDENTION &ALIGNMENT IN FORMAL DOCUMENTS
INDENTION & ALIGNMENT
Saturday, April 8, 2023SLH1013 - Professional English
INDENTION
Indention – The number of spaces between the margin and the first line of the paragraph
Lesson Connection: 02-3 Indention & Alignment in Formal Documents
THE USE OF TYPEFACE OR FONTS
FONTS
Saturday, April 8, 2023SLH1013 - Professional English
FONTS
1. UPPERCASE – to indicate • The start of an idea• Acronyms (USA, CC, BCC)
2.Lowercase
3.Italics – for emphasis
4.Underscored or underlined – for medium emphasis
5.Bold or boldface – for strong emphasisLesson Connection: 02-4 Font Case in the Memorandum
Saturday, April 8, 2023SLH1013 - Professional English
FONTS
Font = the type of letters & symbols
1. Serif = fonts with curls at the end
Georgia, Times New Roman2. Sans Serif = fonts with no curls at the
end
Arial, Tahoma, Calibri
Saturday, April 8, 2023SLH1013 - Professional English
RECOMMENDATIONS
Serif fonts Use in formal letters or emails
Sans-serif fonts Use in informal letters or emails Use in electronic presentations for faster visual processing for a design with a cleaner look
Lesson Connection: 02-5 Fonts in the Letterhead
1. ENCODING , DECODING, AND SYMBOLS2. SYMBOLS: LETTERS, NUMBERS, CHARACTERS,
AND SPACES3. CODES: LANGUAGE, VOCABULARY, SPELLING,
GRAMMAR, PUNCTUATION, AND SYNTAX4. FORMATS: PARTS, STRUCTURES, HIERARCHY,
MARGINS, ALIGNMENT, AND INDENTIONS5. MEDIA : PAPER, TAPE, FILM, DATA STORAGE
DEVICE6. DETERMINERS : CLARITY, ACCEPTABILITY,
STANDARDIZATION7. DETERMINERS : SPOKEN, PERFORMED OR
ENACTED, LIVE OR RECORDEDSLH1013 - Professional English Saturday, April 8, 2023
Step 3: RECORDING
USE A MEDIUM TO RECORD AND PRESERVE A MESSAGE
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
MESSAGE INTENDED
MEDIUM
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONS
1717
88
ENCODING22
NEEDING11
RECORDING33
Saturday, April 8, 2023SLH1013 - Professional English
CHANNEL, MEDIUM, and MEDIA
Media are materials that can be use to record symbols or technology that can be used to transmit messages. The word medium is singular; media is plural
A channel is a person, procedure, or technology that can be used to move a message from Point A to Point B. Person: secretary, messenger, assistant Procedure: application procedure Technology: email, telephone, electronic
Saturday, April 8, 2023SLH1013 - Professional English
Print, Audio, & Electronic media
Media can refer to technology for recording and/or for transmitting messages.
Print media refers to books, magazines, and newspapers.
Audio or sound media refers to radio stations, telephones, sound recorders and players
Electronic media refers to electronic mail, SMS (short message service), and phone calls via computer (i.e., Skype)
Saturday, April 8, 2023SLH1013 - Professional English
MEDIA & TECHNOLOGY (1)
Media are materials where symbols can be recorded
Medium is singular while media is plural.
Paper, for instance, is a medium that can be used for recording as well as a technology for transmitting messages.
Saturday, April 8, 2023SLH1013 - Professional English
EXAMPLES OF MEDIA
1. Paper – uses ink on paper to record ideas
2. Tape– records sound on sound tapes 3. Film - records motion, lights, shadows,
and sound on video tape or movie film4. Data storage device – records data,
information, or multimedia in digital format on flash drives (USBs) or disk drives.
Saturday, April 8, 2023SLH1013 - Professional English
MEDIA & TECHNOLOGY (2)
Technology refers to any human invention that can be used for any practical purpose.
Another meaning of media: a technology or a tool for transmitting or recording messages.
Saturday, April 8, 2023SLH1013 - Professional English
EXAMPLES OF TECHNOLOGY
1. Ink –to record ideas2. Pencil – to record ideas3. Microphone – to record ideas4. Keyboard – to record ideas5. Loudspeaker – to transmit ideas6. Telephone wire – to transmit ideas7. Computer screen – to show ideas
Saturday, April 8, 2023SLH1013 - Professional English
One More Time...
Technology: any tool that is invented for a specific use or uses
Media (Sense 1): a tool to record (input) structured/arranged symbols.
Media (Sense 2): a tool to transmit (send) messages.
Media (Sense 3): a tool to record (preserve) structured/arranged symbols.
1. ENCODING , DECODING, AND SYMBOLS2. SYMBOLS: LETTERS, NUMBERS, CHARACTERS,
AND SPACES3. CODES: LANGUAGE, VOCABULARY, SPELLING,
GRAMMAR, PUNCTUATION, AND SYNTAX4. FORMATS: PARTS, STRUCTURES, HIERARCHY,
MARGINS, ALIGNMENT, AND INDENTIONS5. MEDIA : PAPER, TAPE, FILM, DATA STORAGE
DEVICE6. DETERMINERS : CLARITY, ACCEPTABILITY,
STANDARDIZATION7. DETERMINERS : SPOKEN, PERFORMED OR
ENACTED, LIVE OR RECORDEDSLH1013 - Professional English Saturday, April 8, 2023
Step 4: TRANSMITTING
USE A CHANNEL TO TRANSMIT A MESSAGE
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
MESSAGE INTENDED
MEDIUM
CHANNEL
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONS
1717
88
ENCODING22
NEEDING11
TRANSMITTING44
RECORDING33
Saturday, April 8, 2023SLH1013 - Professional English
SEND, TRANSMIT, and TRANSFER
To send is to move a message in physical format (letter, roll of film, or photos) from Point A to Point B.
To transmit is to move a message in electronic (email, SMS) or sound (voice tape, voice mail) format from Point A to Point B.
To transfer is to move meaning or skill from sender to receiver.
Saturday, April 8, 2023SLH1013 - Professional English
Types of Transmission
Intrapersonal Communication– when a person communicates with the self.
Interpersonal Communication– when a person communicates with a very small group.
Public Communication - when a person communicates with a larger group.
Mass Communication - when a person communicates with an extremely large group whose members are located in various places.
Saturday, April 8, 2023SLH1013 - Professional English
Determiners of Transmission
Physical Form Printed messages may be more secure than
electronic or voice messages. However, electronic messages can be transmitted
faster and cheaper than print messages. Electronic Form
Electronic and voice messages can be transmitted faster than printed messages.
However, anyone with the appropriate skills can access any electronic message.
Saturday, April 8, 2023SLH1013 - Professional English
Speed and Timeliness
Speed of Delivery – When a message is time-sensitive, delayed delivery can result in communication failure.
Timeliness or timing – When a message arrives at a time when it brings the answer to a receiver’s need, then it is timely. When a message comes at a time when it is not needed, that is bad or poor timing.
Saturday, April 8, 2023SLH1013 - Professional English
Confirmation and Content Fidelity
Confirmation of Delivery – When delivery is confirmed by the receiver or a representative, it serves as proof of delivery, although not of decoding by the target receiver.
Fidelity of Content – When the delivery process does not affect the message, then content fidelity is preserved.
Saturday, April 8, 2023SLH1013 - Professional English
Security and Confidentiality
Security of Content – When the message is delivered to the target receiver without being seen by non-target receivers, then the delivery is secure.
Confidentiality – When unwelcome effects can result from non-target receivers who see the message content, then the message should be kept confidential. (See security.)
1. ENCODING , DECODING, AND SYMBOLS2. SYMBOLS: LETTERS, NUMBERS, CHARACTERS,
AND SPACES3. CODES: LANGUAGE, VOCABULARY, SPELLING,
GRAMMAR, PUNCTUATION, AND SYNTAX4. FORMATS: PARTS, STRUCTURES, HIERARCHY,
MARGINS, ALIGNMENT, AND INDENTIONS5. MEDIA : PAPER, TAPE, FILM, DATA STORAGE
DEVICE6. DETERMINERS : CLARITY, ACCEPTABILITY,
STANDARDIZATION7. DETERMINERS : SPOKEN, PERFORMED OR
ENACTED, LIVE OR RECORDEDSLH1013 - Professional English Saturday, April 8, 2023
Step 5: RECEIVE
RECEIVE (OR NOT) A MESSAGE
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
MESSAGE INTENDED
MEDIUM
CHANNEL
RECEIVER
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONS
1717
88
ENCODING22
NEEDING11
TRANSMITTING44
RECEIVING55SENDING33
Saturday, April 8, 2023SLH1013 - Professional English
Target and Non-target Receivers
A target receiver is the person or group that the sender expects to see the message.
A non-target receiver is any person or group that the sender does not expect to see the message.
Saturday, April 8, 2023SLH1013 - Professional English
Determiners of Receiver Access
Availability A receiver may be present but too busy to receive a
printed message, or to answer a phone or an email. A receiver’s phone or computer may be connected,
but the receiver is not available for communication.Connectivity
A receiver’s phone may be unreachable or the receiver’s computer may not be connected.
• A professional communicator anticipates such problems to ensure successful message transfer.
1. ENCODING , DECODING, AND SYMBOLS2. SYMBOLS: LETTERS, NUMBERS, CHARACTERS,
AND SPACES3. CODES: LANGUAGE, VOCABULARY, SPELLING,
GRAMMAR, PUNCTUATION, AND SYNTAX4. FORMATS: PARTS, STRUCTURES, HIERARCHY,
MARGINS, ALIGNMENT, AND INDENTIONS5. MEDIA : PAPER, TAPE, FILM, DATA STORAGE
DEVICE6. DETERMINERS : CLARITY, ACCEPTABILITY,
STANDARDIZATION7. DETERMINERS : SPOKEN, PERFORMED OR
ENACTED, LIVE OR RECORDEDSLH1013 - Professional English Saturday, April 8, 2023
Step 6: DECODING
UNDERSTAND THE MEANING OF A MESSAGE
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
MESSAGE INTENDED
MEDIUM
CHANNEL
RECEIVER
MEANING RECEIVED
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONS
1717
88
ENCODING22
NEEDING11
TRANSMITTING44
RECEIVING55
DECODING66
SENDING33
Saturday, April 8, 2023SLH1013 - Professional English
RECEIVE and DECODE
To receive is to take, accept, experience (read, hear, see) or welcome something.
To decode is to create meaning by translating a set of symbols in codes.
In formal communication, the next step is to find relevance by relating to personal needs or context.
Saturday, April 8, 2023SLH1013 - Professional English
Message VS Meaning
Message – A message is a set symbols that is arranged into a code to record meaning on a medium.
Medium – A medium is used to carry meaning from sender to receiver
Meaning – The sense (ideas that are revealed) when the code is decoded (understood) by the receiver
Saturday, April 8, 2023SLH1013 - Professional English
Text, Subtext, and Context
Text – are the words that are used to create meaning.
Subtext – are meanings that are not stated but are implied enough to be understood by the reader.
Context – are elements around that affect any element of communication.
Saturday, April 8, 2023SLH1013 - Professional English
Noise
Noise – in communication, noise is anything that interferes with the transfer of information.
Intervening variable –any noise that is not deliberate. It can be distracting element in a context. Example: the speaker’s nationality prevents listeners from believing his speech.
Interference – any noise that is deliberately created to stop the transfer of information. Example: A boy sings loudly so that his sister cannot hear the radio.
Saturday, April 8, 2023SLH1013 - Professional English
The Decoding Process
Encode – to use symbols to record meaning
Decode – to translate symbols in order to create meaning Translate – to change from one code
(language) to another Create meaning – to understand
Find relevance – to relate the meaning of a message to the needs of the receiver
Saturday, April 8, 2023SLH1013 - Professional English
Decoding Speed
Decoding – means understanding or making sense of a code
Perceived need – Decoding a message is faster when the decoder sees a strong need to do so
Perceived importance – Decoding a message is faster when the decoder sees the message as of high importance
Perceived urgency – Decoding a message is faster when the decoder sees the message as of high urgency
GIVE FEEDBACK TO THE SENDER OF THE MESSAGE
SLH1013 - Professional English Saturday, April 8, 2023
Step 7: RESPONDING
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
MESSAGE INTENDED
MEDIUM
CHANNEL
RECEIVER
MEANING RECEIVED
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONSFEEDBACK
1717
88
ENCODING22
NEEDING11
TRANSMITTING44
RECEIVING55
DECODING66
RESPONDING77
SENDING33
Saturday, April 8, 2023SLH1013 - Professional English
Response Speed
The speed of a response depends on The time required to decode the message The receiver’s perception of urgency or non-
urgency of the message The receiver’s perception of importance or non-
importance of the message The receiver’s perception of need or non-need to
respond to the message The receiver’s ability to quickly respond to the
message
Saturday, April 8, 2023SLH1013 - Professional English
Response Feedback
Response and Feedback
A feedback is a verbal response to the sender, related to specific elements in the message.
This may be spoken or written
A response is any reaction to a message
This may be verbal or nonverbal
This may or may not be expressed
REACTING TO FEEDBACK:AGREEMENTREPETITIONCORRECTION
ANSWERING A QUERYPROVIDING DETAILS
SLH1013 - Professional English Saturday, April 8, 2023
Step 8: CONFIRMING
Saturday, April 8, 2023SLH1013 - Professional English
How to Confirm
Answer a query – That will be tonight at eleven p.m.
Repeat the information – Yes, the shoes are red, size 34.
Agree to a response – Yes, you are right; the president will attend.
Correct a response – The dress code is casual, not formal.
Provide details – Aside from that, all guests are free to use the mall facilities.
SLH1013 - Professional English
PROFESSIONAL COMMUNICATION: 8 STEPS
SENDER or SOURCE
MESSAGE INTENDED
MEDIUM
CHANNEL
RECEIVER
MEANING RECEIVED
ELEMENTS88
STEPS STEPS
COMPONENTS
DETERMINERS
QUESTIONSFEEDBACK
CONFIRMATION
1717
88
ENCODING22
NEEDING11
TRANSMITTING44
RECEIVING55
DECODING66
RESPONDING77
CONFIRMING88
SENDING33
Saturday 8 April 2023SLH1013 - Professional English
LESSON #06
THE 17 COMPONENTS OF PROFESSIONAL
COMMUNICATION
Professional CommunicationNEXT