Effective communication Occurs when the intended meanings of the

sender and the perceived meaning of the receiver are the same.

Efficient communication Occurs at minimum costs in terms of

resources expended time is an important resources in the communication process.

Feedback loop (verification)Figure 1: The communication process

sending

Transmission

Noise

Decoding

Receiver/Responder

Encoding Transmission Decoding

Source

Encoding

1. Source• The individual• The group • Organizational etc.

2. Encoding• The process by which the message is

translated from an idea or thought into transmittable symbols

3. Transmission • Is the process through which the symbols

that represent the message are sent to the receiver

4. Medium• Is the channel or path through which the

message is transmitted

5. Decoding• Is the process by which the receiver of the

message interprets the message’s meaning

6. Receiver• The individual, group, or organization that

perceives the encoded symbols and may or not decode them and try to understand the intended message.

7. Feedback• Is the process by which the receiver returns a

message to that sender that indicates receipt of the message.

8. Noise• Any disturbances in the communication

process that interferes with or distorts communication

9. Channel noise• A disturbance in communication that is due

primarily to the medium

Root of the problem Type of problemSource •Filtering

Encoding & Decoding •Lack of common experience

•Semantics jargon

•Medium problems

Receiver •Selective attention

•Value judgment

•Lack of source credibility

•Over load

Feedback •Omission

Organizational factors •Noise

•Status differences

•Time pressures

•Overload

•Communication structure

1. Focus: MessageQuestion: What idea or thought are you trying to get across?Corrective action: Give more information

Give less information

Give entire message

SENDER

Focus: MessageQuestion: What idea or thought does

the sender want you to understand?

Corrective action: listen carefully to the entire message, not

just to part of it.

RECEIVER

2. Focus: SymbolsQuestion: Does my student use the

same symbols, word, jargon.Corrective action:

Say it another way Employ repetition Use student’s language Before sending, clarify symbols to be

used

SENDER

Focus: SymbolsQuestion: What symbols are being

using.For example foreign

language, technical jargon etc?Corrective action:

Clarify symbols before communication begins.

Ask questions. Ask sender to repeat message.

RECEIVER

3. Focus: Medium Question: Is this a channel that the

receiver monitors regularly? Sometime? Never?.

Corrective action: Use multiple media, change

medium & increase volume (loudness)

SENDER

Focus: Medium Question: What medium or media is the

sender usingCorrective action:

Monitor several media

RECEIVER

4. Focus: FeedbackQuestion: What is the receiver’s action

to your message?Corrective action:

Pay attention to the feedback, especially non verbal question. Ask question.

SENDER

Focus: FeedbackQuestion: Did you correctly interpret the

message.Corrective action:

Repeat message

RECEIVER

Four major elements that can limit the development of effective communication skillsPeopleLanguageNon-verbal behaviourListening behaviour

Perception defined as a way we take in information. Each person gathers information differently, problems arise in the way each individual perceptive things and other people.

Misunderstandings occur Bec. People differences in their references.

References includePast experiencePresent & future expectationsCurrent motivational stateKnowledgeSocio cultural background

1. Stereotype• Example: Woman or female student are

emotional.

2. Denial• We try to protect ourselves from people,

situations and ideas that threaten our security.

3. Halo effect• The perception of certain characteristics or

traits of an individual influencing the way people see other characteristics of that person. This effect can be positive or negative.

4. Projection• Occurs when people project their own feelings,

motives & desires into their perception of others

A. Self conceptA. Self discoveryB. Self disclosure

C. Self fulfilling prophecy

B. Language barrierA. AlertnessB. By passingC. IncompletesD. Levels of abstraction

C. Non verbal communication• Nonverbal messages are stronger than verbal

ones.• Nonverbal messages clarify verbal messages

and they are sent more frequently• 3 major divisions of nonverbal

communication: Environmental communication – corporate image,

time, building design, room layout. Social communication – personal space, status,

symbols Physical communication – gesture, facial

expressions, eyes, voice, clothing, touch• Effective managers are sensitive to what

their peers, subordinates and supervisors are non-verbally conveying.

D. Listening behaviourA. 5 stage of listening process: receiving,

understanding, remembering, evaluating, and responding.

B. Most people are poop listeners because perception and semantic problems interfere with their accurate hearing of what another person says.

C. Listening skills can be improved by the proper construction of mental outlines:

A. Creating an interest in the topic.B. Constructing a mental outline.C. Continually reviewing the mental outline.D. Using key words in the mental outline.E. Judging between important and unimportant

information.F. Tackling distractions head on.

Figure 2: Communication process

Develop ideas

Action Encode Transmits Receiver Decodes

barriersLecturer

Feedback

Student

Messages

Two way communication

Guideline for effective lists:1. Stop talking.2. Put the talker at ease.3. Show the talker you want to listen.4. Remove distraction.5. Empathize with the talker.6. Be patient.7. Hold your temper.8. Go easy on argument and criticism.9. Ask question.10. Stop talking.

Receiver: Must listen to receive and understand the sender’s message.

Sender: Must listen to receive and understand the receiver’s feedback.

Often “listening” is the weak link in the chain of 2 way communication.