Introduction to

Communication

What is Defining Written Why Written Tips on Written

Challenges
Communication Communication COmmunications Communications

Factors Affecting Pitfalls to New

Elements Letters Process
Communication Avoid Technologies

Confusing No
Sender Status/Role Faxes Planning
language Feedback

Cultural Asking right

Messages Email Writing Verbosity
Differences questions

Choice of Poor
Receiver Communication Reports Editing sentence
Channels structure

Length of Information
Channel Memos
Communication overload

Feedback Use of Language Advertisements

Context Disabilities

Known/Unknown
Receiver

Individual
Perceptions/Attitu
de/Personalities

Atmosphere/Noise
/Distraction

Clarity of Message

Lack of Feedback
 TOPIC 1 – INTRODUCTION TO COMMUNICATION

What is Communication?
Act of giving, receiving or exchanging information, ideas and opinion so the message is
completely understood by both parties

a) Elements in Communication (Speaker’s intention – Listener’s reception)

Sender Message Channel Receiver Feedback Context

b) Factors Affecting Communication

Choice of
Length of
Status/Role Cultural Differences Communication Use of Language Disabilities
Communication
Channels \
•Both parties is either •both within/outside •sending message •long/short •avoid poor choice of •use sign language,
in equal/different of org with appropriate word and hearing aids or
status within the channel to avoid inappropriate symbols to handle
hierarchy wrong pronunciation receiver with poor
interpretation and sight, dyslexia or
confusion mental health

Individual
Known or Unknown Atmosphere/Noise/
Perceptions/Attitudes/Per Clarity of Message Lack of Feedback
Receiver Distraction
sonalities

•known receiver is better
in interpreting and
understanding the
messages rather than
unknown receiver
•consider receiver's
personality, age and
preferred style to adapt
own communication style
to suit others
•noisy place create
barriers to
communication channel
& need extra effort for
both parties to get the
message across to
understood it clearly
•is the message transfered
in clear or ambiguos
manner?
•enables confirmation of
understanding of
message made by both
parties & to avoid
uncertainty & confusion

c) Steps in Effective Communication Channel

Consider all aspects of the communication •Interpretation, understanding, feedback

process

Think carefully about possible barriers

Evaluate the complexity of the message

and decide on the best way to convey it

Ask these questions •Who, Why, What, How, Where and When

Determine written or verbal •F2F interaction, telephone, letter, email, memo or report
communication involved
Decide on the most appropriate channel of •cost, time, confidentiality, convention, urgency or
communication based on documentation is required
Defining Written Communication

Oral Communication Written Communication

•Conveying ideas, thoughts or information via a •Information is exchanged using written symbols
spoken language (words & Sentences)
•presentation of ideas in a coherent manner
•Takes place in
•letters, faxes, email, reports, memos and
advertisement

Advantages of Written Communication

helps to keep abreast

of development in
information can be
whatever project
stored and
message is there for involved, as it serve as a form of helps to clarify
transferred between
posterity to be read provides avenue acknowledgement or thoughts and
individual and groups
repeatedly from sharing ideas or verification thinking processes
without replying on
opinions and also
memory
presenting and
defending viewpoints

Tips on Written Communication

The Writing Process Planning Writing Editing

gather all necessary crucial to check for

Decide on the messages grammatical errors and
information
ensure smooth language
flow
gradually build the
List down all the points
message from simple to
concrete form
Arrange it in logical and
suitable sequence adopt plain,
straighforward style of
writing to reduce
misunderstanding from
ambiguity
 Poor Sentence Information
Errors to Avoid Confusing Language Verbosity
Structure Overload

poor language leads using too many leads to fragmented giving too much
to communication words which writing and impede information until
breakdown interfere with the understanding feeling
understanding overwhelmed and
Avoid ambiguous, short & concise confused which
bombastic, vague, may antagonise, writing to ensure caused frustration
sexist, exaggerated, confuse or bore the correct, logical & and doubts on
inflated and archaic reader easy to understand credibility
words

write in plain, good

English

Challenges in Written Communication

When Others Fail to
New Techonologies
Respond
•spelling check tools are •Their poor writing skills
not foolproof and require (language barrier)
attention in language •Too much information
knowledge provided
•send electronic & •too many grammatical
networking messages errors
(email, SMS) •barriers between sender
& receiver (cultural,
status, roles)
•message is not clear or
precise
•wrong choice of
communication channel
•past experiences
•documents not
structured, messy or not
laid out well
Steps in providing
Asking the Right Questions understanding to
messages
•if communication is •clear indication of the
blocked, re-evaluate by purpose
considering (Why, Where, •accurate and objective
What, How) questions information
related to conveying the •appropriate headings and
messages and rectify it sub-headings
•suitable order of
information
•concise and precise
instructions
•desired action clearly
spelled out