Communication Q1

Question 1

Effective communication is a two-way process, perhaps best expressed as a cycle. Describe such a process and comment on each of the key elements.

Answer 1

EFFECTIVE COMMUNICATION

• two way process
• best expressed as a cycle signals or ‘messages’ are ‘sent’ by the communicator and ‘received’ by the other party, who sends’ back some form of confirmation that the ‘message’ has been received and understood
• complicated practice - especially in face to face communication
• letter - send - receive acknowledgement back - single cycle
• face to face - the working of 2 or more minds and bodies (nodding, understanding, gestures e.t.c - complicating

Question 2

Draw the diagram

Answer 2

Question 3

Explain the diagram

Answer 3

1) Coding of a message

the code or language’ of a message may be verbal (spoken or written) or it may be non-verbal, in pictures, diagrams, numbers or body language.

2) Medium for the message:

there are a number of channels for communication, such as a conversation, a letter, a notice board or via computer. The choice of medium used in communication depends on a number of factors such as urgency, permanency, complexity, sensitivity and cost.

3) Feedback:

it is of vital importance that the sender of a message gets feedback on the receiver’s reaction. This is partly to test the receiver’s understanding and partly to gauge the receiver’s reaction.

4)Distorting

refers to the way in which the meaning of a message is lost in handling, which is at the coding and decoding stages. Usually the problem is one of language and the medium used; most of us have found, for instance, that it is far easier to get the wrong end of the stick in a telephone call than from a Letter. Since non-verbal language is missing, and the message is transient.

5) Noise

refers to distractions and interference in the environment in which communication is taking place. It may be physical noise (passing traffic), technical noise (a bad telephone social line), social noise (differences in the personalities of the parties) or psychological noise (anger frustration. tiredness). In multinational or global corporations it might be caused by differences in culture.

Question 4

Effective communication is a two-way process, perhaps best expressed as a cycle. What is important about the process?

Answer 4

FEEDBACK

• makes the process two way – rather than a series of send-receive events
• vital and often neglected
• failure to seek or offer feedback, or ignoring feedback is one of the major problems in communication

MANAGEMENT OF INTERPERSONAL RELATIONS

• inside and outside the organisation depends on effective communication
  correct understanding and interpretation
• ease to misinterpret not only on the surface of numbers and words but also the underlying - meaning tone of voice, metaphoric language or sarcasm could make someone get the wrong idea
• person gets the wrong idea defeats the purpose of communication

Question 5

Effective communication is a two-way process, perhaps best expressed as a cycle. Explain postive and negative feedback

Answer 5

POSITIVE

1) Action being taken as requested.
2) A letter/memo/note confirming receipt of message and replying in an appropriate way.
3) Smile, nod, murmur or agreement “I’ve got that” etc.

NEGATIVE

1) No or wrong action being taken.
2) No written response where expected.
3) Request more information, clarification or repetition.
4) Failure to read back message correctly.
5) Silence, blank look, sound or gesture of protest or perplexity.