MODULE-1: ORAL COMMUNICATION
Communication Basics:
Communication is a two-way process which involves transferring of information or
messages from one person or group to another. This process goes on and includes
a minimum of one sender and receiver to pass on the messages. These messages
can either be any ideas, imagination, emotions, or thoughts.
The process of communication (2 way model): The 2-way model of business
communication is a framework that emphasizes interactive and reciprocal exchanges between
parties, rather than a one-way flow of information. It involves both sending and receiving
messages, with feedback being a critical component. This model promotes a more dynamic
and engaging communication process, which can lead to better understanding, more effective
problem-solving and stronger relationships.
Good communication skills are essential to effective business communications. At
its core, the aim of communication is to transmit information from one person to
another so that the sender and receiver understand the message in the same way.
The responsibility for clear communication usually falls on the sender. But the
receiver is also responsible to confirm a clear understanding of the message.
Communication is a dynamic and cyclical process.
Breaking down the communication cycle into its parts is helpful to understand the
responsibilities of both the sender and receiver of communication, as well as to
identify communication barriers.
The 5 Step Communication Process
Step 1: Idea Formation – The communication process begins when the sender has
an idea to be communicated. The idea will be influenced by complex factors
surrounding the sender. The sender must begin by clarifying the idea and purpose.
What exactly does the sender want to achieve? How is the message likely to be
perceived? Knowing this information provides a higher chance of successful
communication
Step 2: Message Encoding – The idea must be encoded into words, symbols, and
gestures that will convey meaning. Because no two people interpret information in
the exact same way, the sender must be careful to choose words, symbols and
gestures that are commonly understood to reduce the chances of
misunderstanding. Therefore, a sender must be aware of the receiver’s
communication skills, attitudes, skills, experiences, and culture to ensure clear
communication.
Step 3: Message Transmission: Choosing the medium to transmit the message is
the next step in the communication process. Messages can be transmitted in a
verbal, written, or visual manner. For clear communication to occur, the medium
and message must match.
Message Transmission Mediums
Verbal Written Visual
In-person Drawings,
Email
speech paintings
Text,
Phone Photos, graphic
instant
conversation designs
message
Body language
Voice-over- Report,
(e.g., eye
internet protocol article,
contact, hand
(VoIP) essay
gestures)
Radio Letter Graphs
Podcast Memo Font types
Voicemail
Blog Semaphore
message
Intercom Tweet Architecture
Step 4: Decoding – When the message reaches the receiver, the message must be
decoded into its intended meaning. Therefore, the receiver must translate the
words, symbols, and gestures as the sender intended. Because no two people
interpret information in the exact same way, incorrectly decoding a message can
lead to misunderstanding. Successful decoding is more likely when the receiver
creates a receptive environment and ignores distractions. Alert receivers strive to
understand both verbal and nonverbal cues, avoid prejudging the message, and
expect to learn from the communication.
Step 5: Feedback – A vital part of the communication process is feedback.
Feedback occurs the sender and receiver check to ensure the message was
understood as intended. Feedback is a shared responsibility between the sender
and the receiver and can be verbal or non-verbal. For example, the sender can
elicit feedback by asking, “Do you have any questions?” The sender can also
improve the feedback process by only providing as much information as the
receiver can handle. Receivers can encourage clear communication by providing
clear, timely, descriptive, and non-judgmental feedback. For example, the receiver
can shake his/her head up and down to confirm “yes” I have a question.
Here are some key aspects of the 2-way model in business communication:
1. Interactive Dialogue: Communication is seen as a two-way process where
both parties actively participate. This involves not just sending messages but
also listening, understanding, and responding.
2. Feedback: Feedback is crucial in this model. It allows the sender to gauge
how their message was received and understood, and enables adjustments to
be made in real-time to ensure clarity and effectiveness.
3. Engagement: The model encourages engagement and collaboration,
fostering a more inclusive environment where employees or stakeholders
feel valued and heard.
4. Mutual Understanding: By incorporating feedback and dialogue, the 2-way
model aims to build mutual understanding and resolve any
misunderstandings or conflicts that may arise.
5. Improved Relationships: Open and on-going communication helps build
trust and strengthen relationships among team members, clients, or other
stakeholders.
In contrast to the 1-way communication model, which is more about delivering
a message without necessarily seeking or integrating responses, the 2-way
model creates a more participatory and responsive communication environment.
The 7 barriers to communication:
Physical Barriers.
Perceptual Barriers.
Emotional Barriers.
Cultural Barriers.
Language Barriers.
Gender Barriers.
Interpersonal Barriers.
Break Through the Barriers.
Physical Barriers
Research shows that proximity is important for building cohesive teams, yet
workplaces often stifle this with a range of physical communication barriers.
These can include desk and office dividers, closed office doors, separate areas
for people of different statuses, and ‘team territories’ that others avoid.
The rise in home working has added further communication barriers, giving rise
to a wealth of online collaboration tools to help people feel more connected.
Nevertheless, there are concerns that an inability to collaborate is directly
affecting our creativity and innovation.
To combat this, some businesses are using basic skills training to optimise the
way people use online productivity tools. At a minimum, make sure everyone
is comfortable with working with Zoom and other platforms so they can make a
productive contribution to calls.
Perceptual Barriers
These communication barriers exist in people’s minds based on how they perceive the world
around them. They can be caused by the many cognitive biases of the human mind that
prevent us from perceiving people and situations accurately. Individuals may also have their
own unique biases based on previous experience and the influence of others.
Ask yourself what perceptions might be holding you or others back from communicating
effectively. To encourage others to question their perceptions, try this short anecdote.
Emotional Barriers
Emotional communication barriers are the negative feelings we acquire about certain
people, places and situations. Whether caused by bad experiences or the influence
of others, they evoke emotions such as fear and mistrust that prevent effective
interaction.
Sometimes the barrier is simply fear of what others think about us, which may come from being
taught to ‘mind our Ps and Qs’ or ‘never speak until you are spoken to’ when we were
children. Although caution is wise, excessive fear of what others think stunts
development and inhibits your ability to build better relationships.
Most people will have experienced a moment in a difficult conversation when their
emotions got the better of them, and the resulting effect it had on personal
relationships and the dynamic of a group.
Anger and fear are two of the most powerful emotions, whether directed outwardly or
inwardly. When we experience these emotions intensely, we are less able to process
what goes on around us rationally. Things become framed in our anger or fear.
Cultural Barriers
To be accepted as a member of a group, we often need to adopt patterns of
behaviour that the group perceives as a sign of belonging. For example, honesty,
openness, diligence, banter or a sense of humour.
Cultural communication barriers arise if you don’t understand the group’s required
behaviour patterns, which increases the risk of doing something its members frown
upon.
To resolve cultural barriers, try to understand their behaviour, how it came to be, and
why it sparks negative feelings. Naturally, the context of the environment is
everything in choosing how to proceed and what is best overall.
When someone joins a group, it can help to orientate them about how the group
works, and even with associated aspects such as how it socialises. As well as being
welcoming, this also helps to minimise misunderstandings.
Language Barriers
Language causes communication barriers if you use words that other people are
unfamiliar with. As soon as you introduce these words, you begin to exclude others.
Bear in mind this includes expressions, buzzwords and jargon.
In business, we must always talk to people in their own language if we want to
understand them and influence their behaviour.
Gender Barriers
Gender barriers to communication can still cause issues occasionally, and are
perhaps some of the subtlest to identify. They often arise when someone has an
oversimplified or stereotypical idea of how a gender behaves. This can cause them
to act in a way that impedes open, honest and appropriate communication with
others.
Gender barriers are closely linked to cultural barriers, particularly differences in
nationality and age group. Bear in mind that not everyone has the same ability to
adapt to the values of a different culture, or ‘move with the times’ as we attempt to
progress towards a more equal society.
There are also physiological differences between the genders that affect the way we
communicate. Neurology helps us understand which parts of the brain are active
when we speak, and how that affects our communication.
To overcome gender barriers, promote equality at all times and look for ways
to achieve greater balance within a group. It can also help to educate people about
gender bias if you
Interpersonal Barriers
Interpersonal barriers are patterns of behaviour that prevent you from
communicating effectively, or that prevent people from communicating with you.
This could be because of something the person is doing consciously, such as
deliberately switching off their phone or closing their door because they don’t want to
speak to anyone. However, it is often more likely to be something they are doing
unconsciously. For example, our feelings about someone or something can be
expressed through our body language. This is perceived by the other person, and
causes them to react accordingly.
These communication barriers can be tricky to identify as there may be many
drivers. For example, a person may have difficulties at work that causes them to
withdraw. They may have issues with self-esteem that drives a lack of assertiveness.
They may have superiority issues that give them a tendency towards being
overbearing or belittling. Workplace cultures, disorganisation and greater prevalence
of distance working can also cause and exacerbate issues.
The best advice is to observe the patterns of communication that occur when people
are together, and look for clues as to what might be causing issues.
Break Through the Barriers
Identifying barriers is an essential communication skill that helps with management,
networking, sales and generally being able to influence people. It is as valuable
to written communication as it is to verbal. This is why great communicators develop a
keen sense for when communication isn’t going as well as it should. As soon as you
detect this, start looking for the clues.
Ask questions to learn more about the person and their perception of the situation.
Listen to what they say, and watch their body language to identify what they might
really be thinking and feeling. Improving the way you communicate is a broad-brush
activity that also benefits from looking at many aspects of yourself. As you
communicate, try to change your own thoughts and feelings and see how it improves
the interaction.
What is grape-vine communication?
Grapevine Communication is a method of informal and unofficial form of
communication held in a workplace. It does not have any defined structure or
agenda and is carried out by the people in an organization in the form of
rumours, gossip, false statements, and half-truths.
What are the Different Types of Grapevine Communication?
1. Single-strand chain
A single-strand chain follows a single line of transmission. For example, A tells B, B tells C, C
tells D, and so on. A long generally is associated with more filters and distortion in the
message.
2. Probability chain
Interesting but unimportant information flowing in random order across individuals in an
organization is a part of the probability chain. This transmission of information happens from
anybody to anybody.
3. Gossip chain
A gossip chain contains a group of individuals in an organization who gather together to discuss
topics of mutual interest. These topics are usually insignificant to the workplace.
4. Cluster chain
In a Cluster Chain, individuals share information with a few trusted individuals who then pass it on to
other trusted individuals, forming a network for informal communication.
Formal channels: In verbal communication
Formal communication channels are the ones that follow the official hierarchy, rules,
and procedures of an organization. They are usually written, documented, and
standardized, and they serve to convey official information, policies, decisions, and
feedback.
Examples…..
The messages follow a chain of command, which means that the chain of communication originates
from the manager and flows to the employees. Examples of formal communication channels
are annual reports, business plans, newsletters, and employer manuals.
What are downward and upward channels?
Downward communication consists of policies, rules, and procedures that flow from
top administration to lower levels. Upward communication consists of the flow of
performance reports, grievances, and other information from lower to higher levels.
What is horizontal and diagonal communication?
And then there's horizontal communication, which happens between employees at
the same level, whether or not they're in the same departments. But you might not
know about diagonal communication, which involves people on different teams
across all positions and can supercharge your workplace productivity.
Non-verbal communication:
Non-verbal communication, transfer of information from one person to another
without the use of words or spoken language. Nonverbal communication can occur
in a variety of ways, including through facial expressions, gestures, and body posture
or position.
1. Kinesics (face and body motion)
2. Haptic (touch)
3. Physical appearance
4. Olfactics (smell)
5. Artifacts (personal objects)
6. Proxemics and Personal Space
7. Environmental Factors
8. Chronemics (perception and use of time)
9. Paralanguage (vocal qualities)
10. Silence
Kinesics
Face and body motion
Body position and body motions, including those of the face, that may be used
to communicate or may be interpreted as communicating
communicates moods with body posture and motion
our faces are intricate messengers
Haptics (touch)
Nonverbal communication involving physical touch
Sex Differences: women more likely to engage in touch to show liking and
intimacy vs. men who use touch to assert power and control
Physical Appearance
How we look, including the cultural meanings, values, and expectations
associated with looks
Physiological characteristics - eye colour and height, as well as ways in which
we manage, or eve alter out physical appearance
Olfactics
Smell
- the perception of scent and odours
- the first of our senses to develop and it remains the quickest
- smells are processed in the part of the brain where emotional memories are
stored
Artifacts
personal objects
- any personal object with which one announces one's identities or
personalizes one's environment
- reflect distinct organizational identities; CEO's wear suits and nurses wear
scrubs
- we use artifacts to define settings and personal territories; lovers of art dress
home with art.
- Identity claims
Identity claims
Gives signals about how we want others to perceive us and also remind
ourselves who we are
Proxemics and Personal Space
Personal Space
- form of nonverbal communication that involves space and how we use it
- how close people should be to one another
- space announces status
Environmental Factors
Any nonverbal element of a setting that affects how we think, feel, act, and
communicate
- we choose colours, furniture, lighting and other objects to create the
atmosphere we desire
Chronemics
Perception and Use of Time
- nonverbal communication involving the perception of time to define identities
and interaction
- also involves expectations of time; students packing up before class ends
because there's an expected time for class to end.
Paralanguage
Vocal Qualities
- communication that is vocal but not verbal. Includes accents, inflection, volume,
pitch, and sounds such as murmurs and gasps
- signals others to what we interpret as a joke, threat, statement of a fact,
question, etc.
Silence
Lack of sound
- can be a powerful form of nonverbal communication
- EX) some parents discipline with silence