EFFECTIVE COMMUNICATION SKILLS

Topics to be covered today:

The Communication Process

Elements of the Communication Process

Model of Basic Communication Process

Levels of Communication

Just to recap from last weeks lecture...

Definitions of Communication

Communication is the process* of creating or

sharing meaning in informal conversation,
group interaction or public speaking.
Verdeber, Verdeber & Sellnow (2010)

A systematic process* in which people

interact with and through symbols to create
and interpret meanings. Julia Wood (2006)

Why PROCESS???

The Communication
Process

The Communication Process

The communication process involves 6 elements:

1.
2.
3.
4.
5.
6.

Participants (who)
Message (what)
Context (where)
Channel (how)
Noise (interference / distractions)
Feedback (response)

Elements of the
Communication Process

1. Participants

the people involved in the communication

two parties involved: sender and receiver

Sender:

The person who starts off the

communication.
The person who initiates the
conversation.
The person who forms and
transmits the message.
Also known as source,
speaker, communicator,
encoder

Receiver:

The person who is listening

to the communication.
The person who interprets the
message that is transmitted to
them.
Also known as listener,
audience, decoder

2. Message

is the contents of our communication

includes the verbal utterances (what is spoken),

nonverbal behaviors (our actions or body language)
and visual images (what can be seen words, pictures, etc.)
during the communication
How is a message created and received? Through
a) Meanings
b) Symbols
c) Encoding & Decoding
d) Form / Organisation

(a) Meanings

Thoughts in our minds and the interpretations

we make of a message.

The ways that participants make sense of

messages.

Meanings are not transferred from one person

to another, but are created as we communicate.

(b) Symbols

to form a message, we need to use symbols*

Symbols words, sounds and actions that

represent specific ideas and feelings

Example: Failed an exam.

Sender:
As we speak, we choose words to express our meaning.
(Eg. "I did badly in the exam.)

At the same time, nonverbal cues (facial expression, eye contact,

gestures and tone of voice) will also accompany our words to
express our meaning.
(Eg. Looking sad, looking down, voice soft and low)

Receiver:
Interprets that the sender probably failed the exam, although the
word fail was not mentioned.

(c) Encoding & Decoding

Encoding:
the process of creating
the message.

Decoding:
the process of
interpreting (trying to
understand) the message
that we hear/see.

(d) Form / Organisation

When the meaning is complex (difficult to

understand/complicated), we need to organise it in a
certain form/order/structure.

Form / organisation is especially important

when a person talks without interruption for a
relatively long time. (Eg. delivering a speech)

3. Context

The setting in which communication occurs.

Context includes:
(a) Physical context
(b) Social context
(c) Historical context
(d) Psychological context
(e) Cultural context

(a) Physical context

Includes the location, environmental

conditions (temperature, lighting, noise level),
distance between participants and time of
day.

These factors can affect our communication.

Examples:
- Conversation held by the roadside vs. in the library.
- School assembly conducted outside under the hot sun vs. in
an air-cond hall.
- Conversation during day time vs. late at night when sleepy.

(b) Social context

Is the nature (type) of relationship between the

sender and the receiver.

This can affect our communication.

Most people change how they interact when

talking to different people.

Examples:
- Talking to parents vs. talking to friends.
- Talking to girlfriend vs. talking to lecturer.

The more you know a person, the more you have

to say to that person; the lesser you know a
person, the less you have to say to that person.

(c) Historical context

Is the background provided by previous

communication episodes between the sender
and receiver that influence understandings in the
current encounter.

Example:
In the morning, Jeremy told Alice that he was going to go to the office
to apply for a course transfer from Foundation in Science to
Foundation in Arts.
A few hours later, when Alice saw Jeremy with 3 of his friends at the
canteen, Alice asked him, So how was it?
Jeremy straightaway replies, It has already been approved.
Jeremy can understand what the it means because of the contents of
their earlier conversation, but his 3 friends will not understand what
Alice is asking him because there was no historical context between
them.

(d) Psychological context

Includes the moods and feelings each person

brings to the conversation.

This can affect our communication.

Example: Jason was feeling very angry because his mother did not
allow him to go out with his friends.
Then, Jasons sister comes home and asks him to teach
her how to do her school homework.
Jason then shouted at her sister and told her,
Just shut up and get lost!!!
Why? Because his mood at that time affects the way he
responds.

(e) Cultural context

Includes the values, attitudes, beliefs,

family background, upbringing, lifestyle and
rituals among people in a society.

Culture penetrates into every aspect of our lives,

affecting how we think, talk and behave.

Example:
- Coming from a strict family vs. an open-minded family.
- Coming from a rich family vs. coming from a poor family.

4. Channel

The ways of how a message is sent.

Tools used to communicate.

Example:
Face-to-face, Internet, handphone, writing, etc.

Without a channel, communication CANNOT

take place.

5. Noise

Anything that interferes/disrupts/disturbs/

hinders the process of communication.

Noise can be in 2 forms:

(a) Physical Noise
(b) Psychological Noise

(a) Physical Noise

Includes the sights, sounds and other stimuli in

the environment that draw peoples attention
away from the intended meaning.

Examples:
- When you were talking to your friend by the roadside, there
were many cars and lorries passing by, and therefore you
couldnt hear your friend clearly.
- When your mother was showing you step-by-step how to
use the new washing machine, your attention was diverted
when your handphone rang.

Physical noise sound.

Visual distractions are also considered

physical noise.

Example:
- When the lecturer was teaching in class, suddenly a beautiful
girl walks in and you turn to look at the girl.

(b) Psychological Noise

Includes internal distractions based on our

thoughts and feelings.

Can fall into 2 categories:

(i) Internal Noise
(ii) Semantic Noise

(i) Internal Noise

the thoughts and feelings that compete for attention
and interfere with the communication process
Examples : day dreaming, headache, not feeling well,
feeling very upset because broke up with g/f or b/f

(ii) Semantic Noise

the distractions aroused by certain symbols* (words/
sounds/actions) that take our attention away from the
main message
we react emotionally to certain words
Example : When your friend says that you are fat, you are
very disturbed psychologically and emotionally by
that one word, that you might not even hear the rest of
what your friend has to say; and this will keep
bothering you for the rest of the day.

6. Feedback

The responses and reactions given by the

receiver to the sender when the message is
heard, seen or interpreted.

We can express feedback either

verbally (through speaking) OR even
non-verbally (through actions or gestures) - eg. nodding
or shaking of head, smiling, frowning, etc.

Model of Basic
Communication Process

Message
Sender

Channel

Receiver
Noise

Noise

Feedback

Communication is a 2-way process

Levels of
Communication

Levels of Communication
Human communication can be categorised into 5
levels, depending on the number of participants
involved :i) Intrapersonal Communication
ii) Interpersonal Communication
iii) Group Communication
iv) Public Communication / Public Speaking
v) Mass Communication

i) Intrapersonal Communication
- Interactions that occur in your mind when
you are talking with yourself
Examples:
* daydreaming,
* thinking of what to eat for dinner,
* deciding what to wear,
* speaking aloud (to self),
* sending yourself a reminder in your h/p,
* writing a note and pasting on your door to
remind yourself of something

- A lot of intrapersonal communication

occurs subconsciously

ii) Interpersonal Communication

- Interaction between 2 people
- Usually, the 2 people are
located at the same place
Example: 2 friends talking at the
restaurant while having lunch

- Can also occur even if physically

separated, as long as only 2 people
are involved
Examples:
* 2 friends chatting through Skype,
* a man talking to his wife on the handphone,
* writing a letter to a friend who is overseas

iii) Group Communication

- Usually involves about 3 to 20 people who
come together for a specific purpose to
communicate with one another
Example :
a group of friends having tea together at mamak stall,
a group of classmates discussing about an assignment,
a committee meeting to organise an event,
a staff meeting at the office

iv) Public Communication /

Public Speaking
- 1 person addressing or delivering a message
to an audience of usually more than 20 people
who has assembled to hear the speaker
Example: delivering a speech
teaching a class

iv) Mass Communication

- communicating with a large number of
audience using the mass media
Example:

Reference

Verdeber, K. S., Verdeber, R. F. & Sellnow, D. D. (2010).

Communicate. (International Student 13th ed.)
Belmont: Wadsworth. (pg. 3 10).

~ The End ~