Unit 10 Flashcards
Definition of communication
There are many scholarships around the definition of communication. One simple and practical definition says:
“a process by which people attempt to share meaning
via the transmission of symbolic messages”. (Bovee & Thill, 1999)
The Merriam Webster Dictionary defines Communication as:
“The actor process of using words, sounds, signs,
or behaviour to express or exchange information
or to express your ideas, thoughts, feeling etc, to
someone else…, a message given to someone”.
Another definition states that Communication is: “the process of transmitting any form of information or message, verbally or non-verbally, through a medium from one person to the other with a view of receiving feedback”
Types of communication
The definitions above show that there are different types or forms of communication. They can be grouped as (a) verbal and (b) non-verbal forms of communication. While the verbal form includes the use of words in sound and other vocalisations, the non33-33verbal form are the non-vocalised expressions. They include writing, gestures and body language.
None of these forms is exclusive. In some instances, we can find a combination of types, especially in verbal communication.
However, experts say that 60% of human communication are non-verbal. Of these, few are done through words, majority are by body movements, voice tone, modulation, pauses
etc
Key concepts and variables in communication
The concepts used in describing communication include the following:
• Decoding: Retranslating a sender’s communication message
• Encoding: Converting a communication message to a symbolic form
Message: It is what is (information) communicated
•
could be
Channel: The medium through which a communication message travels. It
formal or informal
Communication variables are:
• Sender
• Receiver
• Message
• Channel
• Feedback
What are the key points in communication
• Communication involves people and involves trying to understand how people relate to one another;
Communication involves shared meaning, which suggests that people communicating must agree on the definitions of the terms they are using;
• Communication is symbolic - gestures, sound, letters, numbers and words can only represent/approximate the ideas they are meant to communicate;
• Communication has an important place in dispute prevention and dispute
resolution
• There is a correlation between effective Communication, feedback and dispute prevention and dispute resolution.
• Communication as the bedrock of all human interactions, when effective, is essential and engenders harmonious relationship.
The role of effective dispute
Almost all human interactions have potentials for disputes, and for many reasons including presentation and perception of the information communicated. Hence, effective Communication is very crucial to dispute prevention and resolution in the sense that miscommunication, improper communication, partial communication and communication distorted by barriers or third parties often result in misunderstanding and consequently lead to dispute.
The distortions in Communication produce errors in meanings, and these then generate disputes. Namely:
• Miscommunication - is failure to adequately communicate, or failure to give adequate information for understanding to be reached.
Improper Communication - is same as poor communication, tat due to lack o/ skill in the use of language or use of inappropriate words. Use of slangs arid
the likes are not appropriate.
truth (propaganda).
Partial Communication - is biased or looped sided communication hai facts/
Distorted communication - is often caused by barriers or third person interference. It means presenting message or translating message differently from the truth or intended meaning.
When any of the above occurs in a communication process, dispute would likely occur.
On the other hand, good (effective) communication is useful for claritying differences and creating psycho-social environment, which is auspicious for dispute resolution.
Furthermore, how we perceive information andor present information are taclors that engender effective communication. Perception in Communication is defined as “the (active) process of assessing information in your surroundings. becoming aware of one’s environment in a way that is unique to the individual…”. The role of perception in communication process, therefore, refers to how one and the same message can be interpreted differently by different people. This explains why we often have divergent views and opinions on the same subject matter. Skill in communication help harness the divergence into strength.
Also, the ability to present information skilfully promotes effective communication.
It
involves understanding your audience and environment; having good knowledge of subject of discourse and capacity for self-control. The advantages of skilled presentation among others are: (a) it promotes clarity and (b) it reduces ambiguity.
What are the barriers to effective communication
Different perceptions - parties have different views on same matter
Language differences - parties don’t speak or understand the same language
Different values and beliefs - parties come from different culture or socio economic background
Noise - environmental and peer-group pressures, and distractions.
Mental and emotional state - instability in the state of the mind impair communication
Third-party interference or manipulation - misguided person’s involvement can pose danger to effective communication
How to break barriers and be effective the role of a sender beware what you send
a.
Role Of The Sender: Beware What You Send
To ensure clear and effective communication, the sending party must observe the following principles. Indeed, this is the role or responsibility of the sender in order to achieve effective communication:
Be Plain and Simple - don’t crowd your thoughts
Use simple words - choose easy to understand words
Use short sentences - avoid complex sentence structures
Use topic sentences and paragraphs - express main idea in your sentences/paragraph
• Use conclusion up-front - state your goal/aim in advance
The sending party must also be aware of barriers which are usually characteristic of receiving parties or audiences. These barriers surface, among other things, when the receiver is:
Busy
Uninterested
Easily distracted
Capable of misinterpreting the message
Self-centred
How to break the barriers and be effective the role of a receiver: Guide lines for active listening
In order for a receiving party to participate optimally in a communication process, it is important for the party to practice active listening and this will involve the following:
Listen carefully to what the other person is saying
In your response, try to rephrase or restate the exact meaning of what has just been said
• Don’t add any opinions, thoughts or feelings of your own unless the other person asks for them
• Never ridicule or be sarcastic about someone else’s comments
Respond with questions beginning with, “Do you mean…?”; “Are you saying…?” or *Is this what I hear you saying…?”
• If a pause occurs in the conversation, ask a question of your own.
What does Soften mean
The acronym means the following:
S- Smile: A smile says, “I am glad to see you. You make me happy.”
©_ Open posture: This is inviting and encourages free discussion
F- Forward lean: Physical forward movement indicates rapt attention
T-Touch: An appropriate touch says “I am with you, please go on”.
E- Eve contact: Shows attention and interest in what is being said.
N-Nod: Indicates acceptance, or “I am following, please speak
Power and strategies and intelligence for effective communication
a.
Listening Capacity / Skills
The arbitrator and ADR practitioner must be a very good listener. Experts agree that the following skills are helpful for effective listening in a discussion
Listen activelv and don’t be distracted.
Identify the main points / ideas discussed.
Judge / evaluate what is being said (think about it).
Have an open mind while listening.
Ask yourself questions and test if you understand the discussion mentally.
b.
Discussion Skills
Discussion may occur in all forms of ACR. Knowing how to do it well is essential Namely:
Be observant of all happenings around.
Listen actively and attentively to what is being said.
Prepare -arm yourself with facts and all necessary / adequate information
Participate - agree / disagree with what is said / point
Ask question
Answer question
Offer solutions
Never be personal / don’ attack persons. Address the issue at hand.
d.
Skills For Bargaining
It’s like negotiation, to reach an acceptable compromise between two persons.
You need the following skills:
Know how to analyze problem to identify interests / goals involved.
Prepare for it - dig out your facts
Do active listening.
Be emotionally intelligent, (keep emotions in check).
Employ effective communication - ensure clarity / no ambiguity
Collaborate / team work/
