Communication

Skills
Presentation

CLOSER COLLABORATION WITH YOUR CLIENTS [ONLINE

IMAGE](W OLTER KLUW ER,2019)
 Definitions of communication:
Merchant (2017, answer 3) “The ability to transfer
understanding”.

Lexico (2020) “the imparting or exchanging of information

by speaking, writing, or using some other medium”.
A Communication Model:
Berlo (1960) devised the SMCR model of communication.

The model shows the steps of the communication process.

 Looking at the stages of the model:
The following slides we will break down the model into:

• Source
• Message
• Channel
• Receiver

With a description of what they are and how we can build communication skills for each stage.
Source:
WHAT IS ‘SOURCE’?
The source is the creator of information.
The source could be an idea, a message or a feeling.
This can be as a single person or multiple people.
The source is the starting point of communication
between the sender and receiver.
EFFECTIVE ‘SOURCE’ SKILLS
Good communication skills such as reading, listening
and speaking that enable the sender to create the
message they want to send.
The creator of the information must understand the
attitude of the subject matter, as well as the attitudes of
the receiver to deliver their idea well.
Familiarity and a wider knowledge of the idea should
enable the sender to create a clearer message.
Having a understanding of the receiver’s norms, values
and culture will help deliver a message the creator
expects. The message sent could be designed to shock!
(Communication theory, 2016; Gavi, 2020; Jansen,
2017)
Message:
WHAT IS ‘MESSAGE’?
The message is the information that is sent
from the sender to the receiver.
The transport of the message can be in various
forms. Examples are: Oral, written and non-
verbal.
The source of information that is being sent
from the sender to the receiver must be
understood by both parties.
Therefore, this part of communication must be
encoded so the receiver understands the
source of information as the sender intended.
EFFECTIVE ‘MESSAGE’ SKILLS
The content of the message should be sent in
a manner effective for the receiver to
understand.
Elements are non-verbal actions given off from
the sender.
The message must be structured that is
correct for the source and receiver.
(Communication theory, 2016; Gavi, 2020;
Jansen, 2017)
Channel:
WHAT IS ‘CHANNEL’?
The channel is the delivery system of the
massage the sender created from the source.
Special senses such as vision, sound, feel and
touch are channels a receiver of information
can obtain from the information from the
sender.
Other means such as mass communication
from television, the internet or social media
are other channels to deliver the information
from the sender to the receiver.
EFFECTIVE ‘CHANNEL’ SKILLS
Make the delivery method effective for the
message being sent.
The tone of the delivery and body language
must match the message being delivered.
Creating an environment that stimulates the
senses to engage with the receiver.
(Communication theory, 2016; Gavi, 2020;
Jansen, 2017)
Receiver:
WHAT IS THE ‘RECEIVER’?
The receiver is the recipient of the information
from the sender.
Should the message have been encoded
correctly and delivered by an effective channel
they should have been able to decode the source
material.
The receiver will decode the message and
interpret the information and give it their own
interpretation.
EFFECTIVE ‘RECEIVER’ SKILLS.
Being attentive to the sender of the information.
Keeping an open mind to new information, ideas
and values.
The receivers understanding on the subject could
affect their view on the message being sent.
Allowing the sender the time to convey their
message without interruption.
Give the sender honest and fair feedback.
(Communication theory, 2016; Schilling, 2012;
Gavi, 2020; Jansen, 2017)
Barriers to effective communication
If the communication has broken down then there has been problem during the stages of
communication.
The breakdown of communication can be referred to as ‘noise’. Eisenberg (cited in Lunenburg,
2010) describes the “four types of barriers are process barriers, physical barriers, semantic
barriers, and psychosocial barriers”.
Process barriers are within the communication steps alternating from the sender to the receiver.
Physical barriers are physical objects, such as a phone call, that interfere the communication.
Semantic barriers can be attributed to meaning the words and how different groups can interpret
them.
Psychosocial barriers are variances for the encoder and decoder with differences in psychological
and social barriers.
Overcoming communication barriers:
Communication is a two-way process. The sender and receiver have an equal responsibility to
each other.
For the sender, the message they are to send must be clear in content, tone, purpose, planning
and execution. An effective message allows the receiver to understand the senders perspective.
This is essential for oral, written and non-verbal communication.
For the receiver, they should allow the sender to communicate their idea fully without
interruption. The listener should be open to new ideas and be an active listener. The sender of
the information needs feedback. Feedback can be sent via questions. Ineffective feedback is
poor body language.
References

Communication Theory (2016) Berlo’s SMCR Model of Communication [online]

Available at: https://www.communicationtheory.org/berlos-smcr-model-of-communication/
[Accessed: 23rd January 2020]

Janse, B (2007) Berlo’s SMCR Model of Communication [online]

Available at: https://www.toolshero.com/communication-skills/berlos-smcr-model-of-communication/
[Accessed: 23rd January 2020]

Lexico (2020) Definition of communication in English [online]

Available at: https://www.lexico.com/en/definition/communication
[Accessed: 23rd January 2020]

Lunenburg, F (2010) Communication: The Process, Barriers, And Improving Effectiveness [online]
Available at: https://www.mcgill.ca/engage/files/engage/communication_lunenburg_2010.pdf
[Accessed: 23rd January 2020]

Merchant, I (2017) What is the best definition of communication? [online]

Available at: https://www.quora.com/Whats-the-best-definition-of-communication
[Accessed: 7th January 2020]

Schilling, D (2012) 10 Steps to Effective Listening [online]

Available at: https://www.forbes.com/sites/womensmedia/2012/11/09/10-steps-to-effective-listening/#4c0c54253891
[Accessed: 23rd January 2020]

Wolters Kluwer (2019) Closer collaboration with your clients [online image]
Available at: https://www.wolterskluwer.co.uk/solutions/improve-client-communication/
[Accessed: 7th January]