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



SENDER or SOURCE

ELEMENTS88

STEPS STEPS

COMPONENTS

DETERMINERS

QUESTIONS

1717

88

NEEDING11


SENDER SOURCE

Active With intentionSender sendsSender makes

meaning for receiver

Passive Repository onlyReceiver seeksReceiver finds

meaning for self

Origin of the Message


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


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



SENDER or SOURCE

MESSAGE INTENDED

ELEMENTS88

STEPS STEPS

COMPONENTS

DETERMINERS

QUESTIONS

1717

88

ENCODING22

NEEDING11


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


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


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.


THE FORMAT OF A FORMAL LETTER

FORMATTING


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


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


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


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


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


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,


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



SENDER or SOURCE

MESSAGE INTENDED

MEDIUM

ELEMENTS88

STEPS STEPS

COMPONENTS

DETERMINERS

QUESTIONS

1717

88

ENCODING22

NEEDING11

RECORDING33


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


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)


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.


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.


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.


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


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.








Step 4: TRANSMITTING

USE A CHANNEL TO TRANSMIT A MESSAGE



SENDER or SOURCE

MESSAGE INTENDED

MEDIUM

CHANNEL

ELEMENTS88

STEPS STEPS

COMPONENTS

DETERMINERS

QUESTIONS

1717

88

ENCODING22

NEEDING11

TRANSMITTING44

RECORDING33


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.


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.


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.


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.


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.


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.)








Step 5: RECEIVE

RECEIVE (OR NOT) A MESSAGE



SENDER or SOURCE

MESSAGE INTENDED

MEDIUM

CHANNEL

RECEIVER

ELEMENTS88

STEPS STEPS

COMPONENTS

DETERMINERS

QUESTIONS

1717

88

ENCODING22

NEEDING11

TRANSMITTING44

RECEIVING55SENDING33


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.


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.








Step 6: DECODING

UNDERSTAND THE MEANING OF A MESSAGE



SENDER or SOURCE

MESSAGE INTENDED

MEDIUM

CHANNEL

RECEIVER

MEANING RECEIVED

ELEMENTS88

STEPS STEPS

COMPONENTS

DETERMINERS

QUESTIONS

1717

88

ENCODING22

NEEDING11

TRANSMITTING44

RECEIVING55

DECODING66

SENDING33


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.


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


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.


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.


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


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



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


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


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


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.



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


LESSON #06

THE 17 COMPONENTS OF PROFESSIONAL

COMMUNICATION

Professional CommunicationNEXT

Professional Communication 05 - The Eight Steps

Education

Transcript of Professional Communication 05 - The Eight Steps