Communication in I.T.

Foundation for getting things

done!
How do we transfer ideas/info?

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There is a model that explains

Communication?

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Communication Model
Content
Level
FEEDBACK Relationship
Level

Fragmentary
Thoughts

INTENDED
MESSAGE
ENCODING

Content
Meaning
Relational SENDING
Meaning

Content
Level

Verbal Code

THE RECEIVING
MESSAGE

Nonverbal
Code
DECODING
Relationship
Level

RECEIVED
MESSAGE

Content
Meaning

Relational
Meaning

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Common Activity View

Receive
Decode
Comprehend
Encode
Send

Receive
Decode
Comprehend
Encode

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 Activity Mirroring & Elements

Structure Message
Context Mode
Syntax Receive
Medium
Decode
Comprehend
Cognition
Encode
Structure
Send
Context
Syntax
Message
Mode
Medium

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 Message

 Often (but not always) two messages

– Content
– Relationship
 Each message can corrupt the other
 Usually where we put all our attention & effort
– assumption that a clear message will communicate

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 Mode

 The interpretive nature of the message

– Basically spoken, written, body language or visual
symbol
 We usually deliver multi-modal
– Adds richness to message
 If message across all modes is not consistent
communication is inhibited
– Most people try to reconcile each modal message
– Mismatches create confusion and will need more
iteration to communicate

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 Medium
 The physical connection between two communicators
 The medium can restrict available modes
– Restriction of modes not always a bad thing if getting same
message in all modes is difficult
– Certain modes require certain medium for transmission (eg. face-
to-face vs. phone)
 Or, add noise to message transmission
– Noise is anything that garbles or distracts from the intended
transmission
– Excess noise precludes communication
 Some medium are inappropriate for certain messages (ie.
email for an emotional plea)
 Match your medium to your message to get it right

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 Structure

 The organization of message (particularly a

complex one) to facilitate proper composition of
the parts
 Why you’re better off thinking about what you
want to communicate before you start
 Structure can help or confuse
– It is seldom neutral

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 Context

 The Frame of Reference the message uses to provide

expanded content
 Always is a FrameOR
 A shared context facilitates effective communication
because it fills in message detail naturally and more
quickly
 Uncommon context makes it more difficult because
– Have to provide the detail
– Have to overcome the contextual assumptions of the receiver
 Can often facilitate communication by providing a
grounding context first before actual message is delivered
– This is what storytelling and parables do

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 Syntax

 The symbolic representation of a message’s elements and

the grammatic relationship between those symbols
 If receiver does not know the syntax they can rarely get
the message unraveled
 A rigid syntax removes issue of improper interpretation
– Most communication syntax is not rigid though
 Cultural differences often add or change syntax in subtle
ways in symbols or grammatic relationship
 Know the syntax of your receiver to get it right
 Encourage feedback when syntax match is in doubt
 Switch to syntax that can be mutually understood

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 Cognition

 A person’s ability to grasp and understand a concept,

pattern or implication
 Relates to how a person is best able to do this given the
nature of problem itself
– Some people grasp abstract concepts more quickly when
presented diagrammatically, others through word explanations
– Some people have high EQ and cue on body language or tonal
inflection, some don’t
 Differences in cognitive ability between people almost
always inhibits first round communication
– “they just don’t get it” often equals cognitive mismatch
– Similarities in cognitive processing can aid communication
 Encoding should account for cognitive impact of both
problem nature and differences in people’s cognitive
processing

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 Further information on this

Contact Mike
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