MODULE 2 : COMMUNICATION

COMMUNICATIONS PROCESS
Communications is a continuous process which mainly involves three elements viz. sender, message, and receiver. The elements
involved in the communication process are explained below in detail:

1. Sender : The sender or the communicator generates the message and conveys it to the receiver. He is the source and the one
who starts the communication

2. Message : It is the idea, information, view, fact, feeling, etc. that is generated by the sender and is then intended to be
communicated further.

3. Encoding : The message generated by the sender is encoded symbolically such as in the form of words, pictures, gestures, etc.
before it is being conveyed.

4. Media : It is the manner in which the encoded message is transmitted. The message may be transmitted orally or in writing.
The medium of communication includes telephone, internet, post, fax, e-mail, etc. The choice of medium is decided by the
sender.

5. Decoding : It is the process of converting the symbols encoded by the sender. After decoding the message is received by the
receiver.

6. Receiver : He is the person who is last in the chain and for whom the message was sent by the sender. Once the receiver
receives the message and understands it in proper perspective and acts according to the message, only then the purpose of
communication is successful.

7. Feedback : Once the receiver confirms to the sender that he has received the message and understood it, the process of
communication is complete.

8. Noise : It refers to any obstruction that is caused by the sender, message or receiver during the process of communication.
For example, bad telephone connection, faulty encoding, faulty decoding, inattentive receiver, poor understanding of message
due to prejudice or inappropriate gestures, etc.

TYPES OF COMMUNICATION

1 Non-vocal v/s Vocal Communication

Non-vocal Communication refers to the use of signs, signals and symbols, gestures etc., in the communication process. Signals,
signs and symbols are the three related components of non-vocal communication process which are found in all know cultures.

Signals could be in the form of smoke puffs, drum beats etc., it refers to some sort of interruption in a field of constant energy
transfer. The most common signs encountered in daily life are picture or drawings. The basic different between signs and signals
is that a sign contains meaning of an intrinsic of an intrinsic nature while a signal is merely a device by which one is able to
formulate extrinsic meaning. Traffic signs are examples of signs frequently encountered in our daily life. Symbols are more
difficult than signs to understand and define. Symbol has been defined as any device with which an abstraction can be made.
Body gestures are also a form of non-vocal communication which has been used since antiquity by professional actors and
dancers.

Vocal Communication refers to any form of communication that uses the human vocal chords. It can range from shouting to
spoken languages. Man‘s vocal apparatus as a device of communication represents an apex of physical and intellectual
evolution. It has the potential processes including the possible mastery of numerous complex languages, each with an enormous
vocabulary.

2 Non Verbal and Verbal Communication

Non Verbal Communication includes actions such as gestures, vocalizations, facial expressions and other behaviors.

Verbal Communication on the other hand refers to the use of words are often viewed as the primary if not the only means by
which information can be conveyed from one person to another. Communication by facial expression, by tone of voice, by touch
etc., comes under the category of non-verbal communication.

Non-Verbal Communication is usually used to communicate feelings likings and preferences. Non-Verbal Communication is
categorized into seven types:

(i) Paralinguistic (ii) Kinesics (iii) Hap tics (iv) Phonemics (v) Dress and Appearance (vi) Chromatics (vii) Iconic
3 Intrapersonal, Interpersonal, Group and Mass Communication

Intrapersonal: Communication within one person, it could be talking to you, reading something etc. In this type of
communication the source and the recipient of information are limited to one person.

Interpersonal: Communication between two or more persons. Interpersonal communication could be face to face or it could
be at a distance with the help of telephone, letters etc.

Group Communication: It is a form of communication in which several people are involved and the roles of the speaker and
listener are shifted among the participants. Group communication could be categorized into small group consisting of two or
more persons, usually not more than 25, or large group where there is communication by one or several persons to an audience
of 25 or more persons.

Public or Mass Communication: It refers to communication from one person or a group of person, through special media, to
large audiences. Any large-scale communication disseminated mainly by the media of print, broadcasting, film, or the new
electronic networks to large audiences, is considered to be public or mass communication.

Barriers to Communication by Category

 Language Barriers Clearly, language and linguistic ability may act as a barrier to
communication. 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. As nurses, we are
especially prone to making this mistake. We must remember to use language that can be
understood by the receiver.

 Psychological Barriers The psychological state of the receiver will influence how the message
is received. For example, if someone has personal worries and is stressed, they may be
preoccupied by personal concerns and not as receptive to the message as if they were not
stressed. Stress management is an important personal skill that affects our interpersonal
relationships. Anger is another example of a psychological barrier to communication. When we
are angry it is easy to say things that we may later regret and also to misinterpret what others
are saying. More generally, people with low self-esteem may be less assertive and therefore
may not feel comfortable communicating - they may feel shy about saying how they really feel,
or read negative sub-texts into messages they hear.

 Physiological Barriers Physiological barriers may result from the receiver’s physical state. For
example, a receiver with reduced hearing may not grasp the entirety of a spoken conversation,
especially if there is significant background noise.

 Physical Barriers An example of a physical barrier to communication is geographic distance

between the sender and receiver(s). Communication is generally easier over shorter distances
as more communication channels are available and less technology is required. Although
modern technology often serves to reduce the impact of physical barriers, the advantages and
disadvantages of each communication channel should be understood so that an appropriate
channel can be used to overcome the physical barriers.

 Attitudinal Barriers Attitudinal barriers are behaviors or perceptions that prevent people from
communicating effectively. Attitudinal barriers to communication may result from personality
conflicts, poor management, resistance to change, or a lack of motivation. Effective receivers of
messages should attempt to overcome their own attitudinal barriers to facilitate effective
communication.

Overcoming Barriers

Most of the above mentioned barriers can be overcome by the skilled communicator. Obviously,
bridging gaps in geography and communicating through disabilities are a topic for a different
discussion. Below, we will look at some tools that can be used to bridge barriers in everyday
communications.
 Active Listening Active listening is a skill that can be acquired and developed with practice.
However, this skill can be difficult to master and will, therefore, take time and patience. 'Active
listening' means, as its name suggests, actively listening. That is fully concentrating on what is
being said rather than just ‘hearing’ the message of the speaker. Active listening involves
listening with all senses. As well as giving full attention to the speaker, it is important that the
‘active listener’ is also ‘seen’ to be listening - otherwise the speaker may conclude that what
they are talking about is uninteresting to the listener. By providing this 'feedback' the person
speaking will usually feel more at ease and therefore communicate more easily, openly and
honestly. There are both verbal and non-verbal cues that convey active listening. Non-verbal
signs include smiling (if appropriate), making eye contact, nodding at appropriate times, and
avoiding distractions. Theses non-verbal cues convey the message that you are interested in
what the speaker has to say, and that your attention is fully invested. Offering verbal signs of
active listening can also be useful. Reflecting on something the speaker has said by asking a
clarifying question is a terrific way to do this. Paraphrasing involves finding slightly different
words to repeat the main idea of the speaker, and is also great way to show active listening.

 Use Simple Language It’s important to remember the audience that you’re speaking to, and
use language that can be easily understood. Avoid using medical terminology or jargon when
speaking to clients and their families. People are often intimidated by such language, and can
be afraid to admit that they don’t understand the message being delivered. An important tool to
use when speaking is to pause occasionally and ask questions to ensure that your message is
being understood as intended. You may also allow the listener to ask questions to clarify any
points.

 Give Constructive Feedback Remember that feedback was part of the communication chain
we looked at on the first page. While the feedback that you give the speaker/sender may
occasionally be negative, it is important that it be constructive in nature. The intent of the
feedback should be to further the abilities of the speaker. This will strengthen the interpersonal
relationship, and enhance future communications.

Removal of communication barriers: Some guidelines

i. Identify and analyze the barriers: find out the possible barriers in the way of effective communication and then try to
remove these. To make the communication clear, make use of the listeners’ language and avoid faulty translations.
ii. Top management must be convinced of the need of communication: a good communication is good human relations,
and good communication is good business.
iii. Emphasis upon the written statement of policies: this is the best means of letting everyone know how an
organization feels about communication. It sets the tone for the type of communication that everyone throughout the
organization should have. It sets the basis for the procedures and practices, which will be used to implement policy.
iv. Recognize that communication is a two way process: it is necessary to know whether communication has been
properly received and perceived. This can be done by encouraging action, responses, asking questions, removing
confusion and explaining clearly the meaning of the message sent.
v. Consistency and coherence are essential for successful communication: Orders should be consistent with the
objectives of the organization and in line with other activities.
vi. Overcome disadvantages of the distance barriers: whenever possible use the physical devises like telephone and the
intercom and see that people understand ie. the sender should see to that the information is not distorted,
misinterpreted or stopped by those who are responsible for passing it on to others.
vii. Communication is a continuous process: it cannot be compartmentalized or reduced to one or more communication
programs, because the goal of communication is complete understanding. Communication should be constant, habitual
and automatic.
viii. Empathetic speaking and hearing are essential for effective communication. Therefore, the speaker should know
his audience and be sensitive to their needs and feelings when he speaks and listens; otherwise he may short circuit
important communication networks.
ix. Optimum timing is important in communication. The best time for communicating important messages is when they
are competing the least with other situations affecting the listeners. Messages are most likely to be considered and
attended to when they provide a solution to a problem affecting the receiver.
x. The use of feedback improves the communication process and reduces the chance of major disparities between the
information or idea received and the one intended.
xi. Reception of messages may be helpful in conveying the intended thoughts. Often a single transmission of an idea
may not be received or decoded properly. A second or third message may assist the receiver in his understanding and
use of the concept. Repetition can be done by using various media and different formats. xii. Messages should be timed
so that they are received when they are needed and are not misconstrued as a result of other thoughts on the
receiver’s mind.