The Process Of Communication

CHAPTER TWO
THE PROCESS OF COMMUNICATION
2.1. The process of Communication
Communication is a process that involves steps or sequences of activities to be followed in the
exchange of messages between senders and receivers. Communication is considered as effective
when it achieves the desired reaction or responses from the receiver. Communication is a two-way
process of exchanging ideas or information between human beings. The transmission of sender’s
ideas to the receiver and the receiver’s feedback or reaction to the sender constitute the
communication cycle. The process of communication begins when one person (the sender) wants
to transmit a fact, idea, opinion or other information to someone else (the receiver). Whether you
are communicating with only one person, a small group, or many people; the same basic process
occurs and the same misunderstanding may arise. The context in which the communication takes
place is called the “communication environment”.
Communication is process of sending and receiving messages in order to share meanings. The
communication process involves two or more people interacting verbally or nonverbally in order
to understand each other’s feelings, ideas, and attitudes, sometimes they are said to be engaged in
meaning making. In other words, speakers and listeners are trying to understand what the other
means.
This facts, idea or opinion has meaning to the sender. The next step is translating or converting
the message into a language which reflects the idea. That is the message must be encoded. The
encoding process is influenced by content of the message, the familiarity of sender and receiver
and other situation of factors. After the message has been encoded, it is transmitted through the
appropriate channel or medium. Common channel in organization includes meetings, reports,
memorandums, letters, e-mail, fax and telephone calls. When the message is received, it is
decoded, by the receiver and gives feedback to the sender as the conformation about the particular
message has been carefully understand or not.
Communication takes place when one person speaks and the other listens and they exchange
places. This is a description of very complex process.
There are six reasons why communication is a very complex process.
1. Communication is really more than speaking and listening
2. Communication is transactional
3. Communication involves sharing of meanings
4. Communication depends on feedback
5. Communication is blocked by interference and
6. Communication occurs in a context
To understand how important communication process is in the workplace, it is first necessary to
recognize that communication process is affected by variety of complex factors, including verbal
and nonverbal messages, interference, the sharing of meaning, feedback, and context.
It is also necessary to understand the basic communication process, be able to explain how it
works, and apply it to various communication situations.
 Communication is more than speaking and listening

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Human beings use words or verbal messages, as well as nonverbal messages to connect with each
other. Nonverbal messages are those expressed without words. They rely heavily on facial
expressions, body movements, appearances and vocal tones.
 Communication is transactional
Communication is not just a matter of trading messages. Speakers and listeners share the
responsibility for being good communicators. They do not just messages back and forth.
Transactional means that both communicators are constantly involved in and adjusting to the
process. Communication works like a skilled tennis match; both tennis players involved
constantly in the game. When a good player hits the ball, s/he moves into position to prepare for
the return shot. But a poor player may just stand there after hitting the ball instead of anticipating
the return shoot. In communication you send and receive messages simultaneously. The
transactional process may be pictures in the following way.

Person one Person two

Speaking Listening
Listening Speaking

 Communication involves sharing of meanings

Meaning refers to the interpretation speakers and listeners place on the verbal and nonverbal
messages they sent out and receive.
There is a wonderful expression that states, “Words do not mean; peoples do.” Messages should
not be confusing. The interpretation process is called encoding or decoding messages. Speakers
encode messages by selecting the most appropriate verbal and nonverbal symbols for specific
listeners. Listeners decode messages by filtering out the meaning of the original messages.
Frequently, communication breakdowns occur when the intended message misinterpreted by the
listener. This leads to statement such as “but I thought you meant,’ or ‘that is not what I said.”
Effective communication occurs when the listener interprets the meaning of the speaker’s
message the way the speaker intended it.
 Communication depends on feedback
The term feedback refers to the verbal and nonverbal messages listeners send that tell speakers
how they are doing. Feedback may be positive or negative. Negative feedback tells you there is
problem. You may need change what you are doing or saying. When listeners look confused,
frown, or state into space, you probably need to adjust your message. Positive feedback tells you
to continual what you are doing or saying. Smiles, nodes, and direct eye contact usually indicate
the listener is with you.
While communicating with somebody face-to-face, if your voice and face convey energy and
excitement, the listener believes you are committed to the case where as if you have a flat tone
and stare at the floor, s/he may believe that you are not or simply involved.
 Communication is blocked by interference
When a person has trouble receiving the message that is being sent, it is often because of
interference or ‘noise’.

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Interference refers to something that blocks a listener’s ability to receive a message. External
distractions such as loud music, a big screen TV, or car traffic may interfere with receiving the
oral messages. Internal distractions such as personal worries, daydreaming, or physical illness
may also cause interference. Effective communicators work hard to reduce interference, although
it is not always easy. Sometimes interference results in lost sales, accidents, or confused
messages, all of which cause workplace problems.
 Communication occurs in context
The term context refers to the setting or situation in which you are communicating. You will
adapt your messages to time, place, occasion, and people involved. You will consider the
listener’s culture and expectations. You will also attempt to adapt your language to your listeners.
Communication is very complex process that requests careful attention in order to share meanings
effectively.
The communication process model
The transmission of the sender’s ideas to the receiver and the receiver’s feedback to the sender
constitute the communication circle. The communication process can be simply represented
diagrammatically as:

Nois
e

Coded message
Source Decoded message Receiver or
Medium of audiences
transmission

Feed back

Fig2.1: communication process model

Elements of the Communication Process
Communication is a two-way process involving the following elements: a sender, a message, a
medium, a channel, a receiver, and feedback. To be effective communicator, a manager should
understand the basic framework of communication process. The process of communication
involves the following basic elements.
 The sender or communicator or source/transmitter
 Encoding
 The message
 The medium
 The receiver/ decoder
 The feedback
 Noise
Communication is a five-step process: the sender has an idea; the idea becomes a message; the
message is transmitted; the receiver gets the message; the receiver reacts and sends feedback.
1) Sender (communicator)

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It is the source of the message who initiates the communication process. This is the initiator of the
communication process. The person who desires to convey the message is known as sender.
Sender initiates the message and changes the behavior of the receiver. The sender is the one who
has certain ideas, information, feelings, attitudes, intentions, or emotions which he or she wants to
share with the receiver. When you send a message you are the writer or speaker depending on
whether your communication is written or oral. The communication process or cycle begins with
the generation of ideas. An idea or impulse is generated in a person’s mind i.e. by the sender/
encoder. The sender reduces the idea to essentials. The idea is now present in the sender’s mind in
the form of essence.
The sender’s functions are: clarifying the objective; encoding the message; choosing the medium;
and transmitting the message. Encoding: is the process of selecting and organizing bits of
information into transmissible message language.
2) The message
The result of encoding is the message. It is the purpose or idea to be conveyed. The message is the
core idea to communicate and consists of both verbal (spoken or written) symbols and nonverbal
(unspoken) symbols. It is sent from one person to another. The most important characteristics of
a message are: it is organized; structured; shaped, and selective – a product of pre-writing or pre-
speaking stage; and it exists in the mind of the sender.
Encoding is the stage where essentials are organized into signals. It is reducing ideas and
impulses into signals. Signals are such as gestures, facial expression, sounds, and words.
Signals have to be chosen carefully and they must be suitable for transmission, reception and
understanding.
3) The Medium/ the channel
Medium is the vehicle through which the encoded message is dispatched to its destination.
Channel is the medium utilized to convey a message. It is the means by which a message
travels between the senders to the receivers. It is a vehicle that facilitates the sender to convey
the message to the receiver. Messages are dispatched through face-to-face communication, a
talk over the telephone, or a broadcast from the radio or TV. Medium is the interval between
dispatch and reception. Channel is the formal medium of transmission of the message.
Selecting the medium depends on variety of factors such as: urgency of the message,
availability of the medium; effectiveness of the medium; the relationship between the two
communicators.
4) The receiver
When signals have reached their destination, they are translated into ideas. Receiver is the
person who receives the message. The process of translating or interpreting signals is
decoding. Decoding is the process by which the receiver interprets the message and translates
it into meaningful information. It is the other party for whom the message is intended. It is
the intended destination of messages.
The message receiver is your reader or listener – is also called decoder. The receiver gets the
message, understands, interprets, and tries to perceive the total meaning of the message as
transmitted by the sender. The receiver as well as the sender is influenced by internal and external
stimuli. They receive messages through the eyes and ears, but they are also influenced by

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nonverbal factors such as touch, taste and smell. All these factors demand interpretation according
to individuals’ experience. It is the second party to whom the source sends a message.
A problem is that all of us do not have identical experience with the subject or symbols chosen by
the sender. Attitudes, abilities, opinions, communication skills and cultural customs vary. Hence
misinterpretation occurs; personal biases intervene; as the receiver through his receptor
mechanisms tries to perceive the intended meaning of the sender’s ideas. The reproduction of
source of idea is fairly accurate if the encoding is efficient; the receiver is familiar with the codes
used; and the receiver’s perception is good.
5) The feedback
Feedback is the process of ensuring that the receiver has received the message and understood in
the same sense as sender meant it. The transmission of the receiver’s response to the sender is
called “feedback.” Feedback is the receiver’s response. It marks the completion of the
communication process. It is the process of checking and clarification by asking questions and
repeating the message to ensure that the encoding and decoding results in mutual understanding of
the message. This is the response given by the receiver to the sender. It is the only way through
which the sender can know whether his or her messages are interpreted as intended or not. The
receiver decodes the message sent from the sender and respond to it. This response is
communicated back to the sender, and it is called feedback. Without feedback, it is difficult to
know whether a message has been received and understood. It is the receiver’s response to the
source. It reduces the potential or probability of distortion between the intended & the received
message in the communication process. Communication process should involve the element of
feedback so as to be effective. Feedback can be direct or indirect
 Direct feedback is possible through face to face verbal exchanges between subordinates and
the manager.
 indirect feedback may be in terms of actual results which means increase or decrease in
productivity, absenteeism & turnover, lack of coordination between departments, etc
Types: Feedback may be positive or negative. Positive feedback occurs when the receiver
receives the desired response based on a clear understanding of the symbols used in the message.
Negative feedback occurs when there is an undesired response because of miscommunication.
Feedback may be either immediate or delayed. For example, oral responses are immediately
conveyed but in case of written communication, the feedback may take some time.
When feedback involves the receiver becomes the sender and the original sender becomes the
receiver.
Noise:
It is any interfering factor that, if present, can distort the intended message. It is the hindrance in
the communication process. It can be present in any element. It reduces the accuracy of
communication. Noises are of two types: Psychological noise and Physical noise. Physical noise
is unwanted sound created in the external environment or in transmission. On the other hand
psychological noise is created in the mind of senders-receivers. It generally refers to
absentmindedness that may be caused by pain, hunger, headache, and other factors that preoccupy
human mind.
Encoding and decoding

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 Are translating information into a message. Because the communicator's message must be
translated in to a common language which reflects the idea. To encode a message, the sender first
decides what to transmit based on the receiver's knowledge. Decoding refers to the process by
which the receiver translates the message into the terms that are meaningful to him. It is
interpretation of the message by the receiver.
Barriers to Communication
Barriers to communication include anything that prevents a message from being received
and/understood. Barriers to communication result in undesirable reaction and unfavorable
response. Barriers are obstacles to the free flow of communication. Barriers can be classified into
different types according to their nature. They are generally grouped as:
1. Physical barriers
Physical barriers relate to defects in the system such as due to source, distance, time, physical
noise, source credibility, wrong choice of medium.
 Noise- is the disruption found in the environment of the communication.
 Time - adopt appropriate fast channels of communication
 Space-maintain the distance in the communication exercise as determined by the situation
 Place-avoid overcrowded incommodious and ill-lit, ill- ventilated places to achieve
effective communication
 Medium -choose the appropriate medium oral / written (sign (audio/visual) medium.
2. Cultural Barriers
Understand and accept the cultural variations in individuals and groups. Appreciate them and
adopt your communication style to them.
Stereotyping and Ethnocentrism
 Stereotyping is the attempt to predict people’s behaviors based on their membership of a
particular group. Stereotyping is a barrier to communication because it prevents people
from being seen as individuals and their messages being heard. It can be done on the basis
nationality, gender, religion, race, age etc
 Ethnocentrism: Ethnocentric people see their own culture as the only valid one and find

all other lacking by comparison. It is the process of dividing culture as “us” and “them”.

3. Semantics/language barriers
Language barriers are the most common communication barriers which cause misunderstandings
and misinterpretations between people. Semantic is the study of meaning, signs, and symbols
used for communication. The word is derived from “sema”, a Greek word meaning signs.
Semantic Barriers arise from the different meanings of the same word. Defects
related with the language/ words’ meanings such as bad expressions, inaccurate translations,
words having different connotations. However, even when communicating in the same language,
the terminology used in a message may act as a barrier if it is not fully understood by the
receiver(s). For example, a message that includes a lot of specialist jargon and abbreviations will
not be understood by a receiver who is not familiar with the terminology used.
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 Language: Language can create barrier to communication in several ways. Idiomatic

expressions in a language do not easily translate and often led to miscommunication.
Language can be a barrier to communication even when both parties speak the same
language. For example, the abbreviation “LOL” used in chat language used to mean
Lots of Love before, which changed to Laugh Out Loud. If a person says LOL, the
second person can interpret the meaning in any way that they want or from their
understanding.
 Jargons: Jargon can serve the same purpose. Many professions such as engineering&
medicine, for example, have their own jargon which serves to mark the boundary
between professionals and their clients. Jargon tends to signal inclusively, or who is
and insider, and exclusively, who is an outsider. For example technical words used by
doctors and lawyers are extremely different. BP (medical jargon for blood pressure).
4. Psychological Barriers
Psychological barriers are those relations to the individual and the individual’s mental and
emotional state, key psychological barriers are;
 Faulty Memory - If you do not remember what has been communicated to you, the
communication is incomplete or ineffective. Memory plays an important role, therefore, in
successful communication. We never actually lose what we have once experienced
through action hearing, reading, smelling or touching through we may be unable to access
those memories. Good memory skills can be learned and should be practiced if you want
to become and effective communicator.
 Distortion- it is the meaning of message getting lost during handling process in
communication while encoding and decoding. Distortion is the reproduction of
the message with some different meaning and the original message
goes somewhere else.
 Filtering is the lost of some contents of the original message.
 Poor Listening Skills-Inadequate memory skills can also be attributed to poor listening.
We may not remember some one’s name simply because we were not paying enough
attention when we were introduced. Day dreaming, reading, listening to another
conversation rather than the one in which we are engaged.
 Emotional Interference
Emotions can be a barrier to communication both in sending and receiving messages. When
people are angry, fearful or sad their communication skills can be impaired. This is not something
you can necessarily control in others but you can control your emotions to a degree.
If you are angry you may say things you don’t mean or refuse to communicate things that need to
be said. If you are fearful or anxious, for example, in giving an oral presentation, your
nervousness can affect your audience receives your message. Your anxiety will be communicated
to them and they will not be able give full attention to what you are saying. Positive emotion can
be barriers to communication. Too much excitement or overusing humor can detract from the
seriousness of your message. A measured approach that conveys your message in a firm and clam
manner works best.
5. Organizational Barriers

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Organizational barriers are primarily related to the organizations structure, culture, and pattern of
work and communication flows. The most common organizational barriers:
Information overload
Information overload means giving so much information till you feel overwhelmed and confused.
It is a common compliant in our ”information”, society we are bombarded with information from
directions; letters, phone calls, e-mail, text messaging on mobile phones, radio, film, television
and newspapers. New technologies for communication have not so much replaced traditional
sources as added them..
Information Distortion
A potentially bigger cost can be paid by organizations that suffer from information distortion.
Taller organizations mean that information has to pass through more departments and people
before getting its destination. This may caused the information to be distorted due to
misunderstanding.
Status Difference(hierarchal positions)
Status difference exists in most organizations. Status difference can be a barrier to communication
because managers may listen less carefully to subordinates. Subordinates tend to read more in to
messages from superiors than is perhaps intended.
Structural Problems
The more hierarchical levels through which information must pass, the longer it will take to do so.
This makes effective much more difficult and can put tall (hierarchical) organization at a
competitive disadvantage compared to those with flatter structures.

INTRAPERSONAL & INTERPERSONAL COMMUNICATION

Intrapersonal communication
Intrapersonal communication is the process of understanding and sharing meaning within the self.
Why we need to communicate with ourselves? To consider, evaluate or examine different
alternatives and to try to understand the interaction that occurs between us and others. This form
of communication occurs prior to, and during other forms of communication as well.
Intrapersonal communication is not restricted to ‘talking to ourselves’; it also includes activities
such as internal problem solving, resolving internal conflict, planning our future, and evaluating
ourselves and our relationships with others. Intrapersonal communication involves only the self
and it must be clearly understood by the self before it is the basis for all other communication.
Interpersonal communication
Interpersonal communication refers to the personal process of understanding and sharing meaning
between at least two or more people involved when relatively mutual opportunities for speaking
and listening occur. It occurs for variety of reasons: to solve problems, to resolve conflicts, to
share information, to improve our perception of our selves, or to fulfill such social needs as the
need to belong or to be loved. Through our interpersonal communication, we are able to establish
relationships with others, including friendships and romantic relationships.

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