Wk2 Communication Process Notes

8/3/2019 Wk2 Communication Process Notes

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Communication: Models, process and problems

LEARNING OBJECTIVES:

To understand the essential elements of communication To become aware of the various ways people understand the nature

of communication

To understand the several barriers to communication

What is communication? It seems ironic that we do not fully appreciate the potentialpower of communication in shaping our lives when, in fact, we are busy engagingourselves in various day-to-day forms, means, and problems of communication. Byreflecting on the nature of communication itself (1) whatit is, (2) how it works,and (3) why it happens -- we can empower ourselves with the necessary analyticaland pragmatic skills in dealing with the many dimensions of communication whichare crucial in everybodys success in life.

1. What is communication?

Even communication experts themselves disagree which among human behaviorscount as acts of communication. Although communication may either be verbal(useof language) or non-verbal(use of gestures, facial expressions, etc.), two importantissues emerge from the debate. First, is the act intentional? And second, is the actreceived? Three major positions are possible with these questions (Littlejohn 2002).

1.1 The sender-receiver model

There are those who think that communication only involves messages which havebeen intentionally given to recipients who also received them. In other words, only

when the intended message has also been received correctly will communicationtake place.

1.2 The receiver model

There are also those who believe that communication involves messages which aremeaningful to receivers. It does not matter whether they are intended messages ornot. For as long as receivers think the messages are meaningful in any way, thencommunication has taken place.

1.3 The communication behavior model

Another group of people believe that, while communication ideally should onlyinvolve messages intentionally sent and successfully received, this is not the case in real communication situations. How can we determine the true intentions ofspeakers and writers, anyway? This model therefore proposes that all kinds ofintentional sending and intentional receiving should be considered as acts ofcommunication.

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2. How does communication work?

It is not enough to be aware of what counts as communication or what does not. Atrue test in understanding communication is to know how it works. How doescommunication work? With this question, we can also have many answers (modelsadapted from DeVito 2001; Littlejohn 2002: 207-232; Rosenblatt et al. 1992;

Stanton 1982).

2.1 Linear model

This is perhaps the most basic model of communication. Communication involves twopeople the sender and the receiver of the message. The communication process isrelatively unproblematic: one person sends a message, and then another personreceives it. In this way, the flow of information is linear:

Figure 1: The Linear Model

2.2 Interactional model

An interactional view of communication assumes that the sender who encodes amessage also receives feedback from the receiver who decodes the message. This

view also includes channel or medium of communication, as well as the physicalenvironment(noise, seating arrangement, etc.):

Figure 2: The Interactional Model

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Sender ReceiverReceiver Sender

Immediate physical environment


Feedback

Sender Encoding ReceiverChannel or medium Decoding


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2.3 Transactional model

This model suggests that both the receiver and sender of the message change rolesmost of the time. The receiver is also a sender of the message, while the sender is

also a receiver of the message.

Figure 3: The Transactional Model

2.4. Power-in-communication model

Simply put, this model of communication stresses the importance of power relationsin any form of communication. Not only does power influence communication; it ispart of any communication situation. This is, in fact, especially so in businesscommunication where a variety of dominant/subordinate roles are prevalent.

Figure 4: The Power-in-Communication Model

2.5 Cultural model

Clearly, this model puts culture at the centre of the communication process.Communication happens because of culture, so there is no adequate understandingof the nature and process of communication without recognizing the central role ofculture in it. Communication involves language and other non-verbal modes ofinteraction; all these are culturally-shaped. Communication also involves thetransmission and negotiation of meaning; these are also cultural practices.

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Sender

Receiver

Sender

ReceiverPower Relations

between participants

Society / Power in Society

Sender

Receiver

Sender

ReceiverPower Relations

between participants

Society / Power in Society

Sender Receiver



Sender Receiver




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Figure 5: The Cultural Model

These models, of course, are all incomplete. They are presented to you in such amanner so you will understand the various sides of communication clearly. Puttogether, however, these models give us the following general elements of

communication: Participants, Modes of communication, Immediate physicalenvironment, Relations of power, Cultures

What these tell us is this: whether you are writing an email to your boss, yourfemale colleague is engaging in a debate with a male colleague, or your projectgroup is discussing a seemingly unresolved problem, these communication contextswill always have participants, take on various modes of communication (is it oral?Written? Simultaneously oral/written like in an online chat?), immediateenvironments, as well as be shaped by relations of power and cultures. If you know

that all these elements work together in every communication context, you may beable to understand more adequately how and why people behave in a particular way.

3. Why does communication happen?

There are at least five general reasons why we communicate. These are: (1) toinfluence people, (2) to establish or maintain interpersonal relationships, (3) toacquire different kinds of knowledge, (4) to help people, and (5) to play (DeVito2001). Out of these general purposes of communication emerge both somemotivations for communication, as well as results which we hope to achieve by

communication. Look at the following diagram (DeVito 2001: 17):

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Sender

Receiver

Sender

Receiver

Culture

Culture

Culture

Sender

Receiver

Sender

Receiver

Culture

Culture

Culture


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Figure 6: Purposes, Motivations and Desired Results of Communication

4. What are the barriers to communication?

Therefore, communication is a complex activity. This explains why people always getinto trouble when they interact with others. According to Bove and Thill (2000: 17-19), communication barriers are usually due to a number of factors: (1) differencesin perception and language, (2) Poor listening, (3) Emotional interference, (4)Cultural differences, (5) Physical distraction.

4.1 Differences in perception and language

Simply put, all of us have different mental images of the world or reality. Even if weexperience the same thing, we may still think of it in different ways. We rememberdetails of an experience based on what we think are worth remembering. So aspeaker and a listener may not be able to understand what one is talking aboutbecause both have different things in mind. Language, too, is arbitrary. The wordsthat we use may mean differently to different people

4.2 Poor listening

Having ears of our own does not necessarily mean we are good listeners. Listening is

a skill that needs harnessing. Sometimes, it is a matter of attitude; we are not justinterested in what people say because we may be more concerned with the wayeveryone looks. Focus on the message and the sincerityto understand what anotherperson is saying are crucial elements in good listening.

4.3 Emotional interference

Are you mad, happy, excited, agitated, nervous, or fearful? Emotions affect theshape of communication. It is hard to be objective when you are very emotional. You

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may not be able to think more realistically and truthfully about the content of themessage being sent or received.

4.4 Cultural differences

Nationality, age, education, social status, economic position, and religion are just

some of the sources of cultural differences. If you share very little life experiencewith your co-communicator, successful communication may be difficult to achieve.The same difficulty may be experienced in the workplace: even the sight of yourboss might create a certain distance that will make communication an agonizingexperience. Much worse is when you do not know how to deal with the boss; this isbecause different cultures deal with power relations differently.

4.5 Physical distraction

Of course, everything around may be cause for some distraction: noise coming fromvehicles, faulty phone connection, unclear photocopy, loud music, poor lighting,health problems, and so on. They may result in loss of concentration and failure to

understand what is being communicated by the other party.

References

1. Bove, Courtland L. & Thill, John V. (2005). Business Communication Today (8th

ed.). USA: Prentice Hall International, Inc.2. Chaney, Lillian H. and Martin, Jeanette S. (2002). Intercultural Business

Communication (2nd ed.). New Jersey: Prentice Hall.3. Dance, Frank E. X. and Larson, Carl E. (1976). The Functions of Human

Communication A Theoretical Approach. USA: Holt, Rinehart and Winston.4. DeVito, Joseph A. (2001). The Interpersonal Communication Book(9th ed.). New

York: Longman.

5. Littlejohn, Stephen W. (2002). Theories of Human Communication. USA:Wadsworth Group.6. Mortensen, C. David (1994). Problematic Communication The Construction of

Invisible Walls. Connecticut and London: Praeger.7. Rosenblatt, S. Bernard, Cheatham, T. Richard, and Watt, James T. (1992).

Communication in Business (2nd ed). New York: Prentice Hall.8. Sigband, Norman B. and Bateman, David N. (1981). Communicating in Business.

USA: Scott, Foresman and Company.9. Stanton, Nicki (1982). What Do You Mean, Communication? An introduction to

communication in business. London and Sydney: Pan Books.

Further readings

Recommended texts

1. Bovee, Courtland L. & Thill, John V. (2005): Business Communication Today. 8th

Edition. Prentice-Hall International Inc. -- Pages 2 - 31

2. Locker, Kitty O. (2006): Business and Administrative Communication. 7thEdition. Irwin/McGraw-Hill. -- Pages 2- 33.

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Wk2 Communication Process Notes