Communication can mean different things to different people. It is affected by and influenced by our experiences, perceptions, culture, and more. To start, let’s reflect on our beliefs about communication.
Questions for reflection
- Think about communication in your daily life. When you make a phone call, send a text message, or like a post on Facebook, what is the purpose of that activity?
- Have you ever felt confused by what someone is telling you or argued over a misunderstood email?
- What does “communication” mean to you?
- What does “successful” communication look like to you?
- What are some barriers you’ve experienced when communicating with others in-person, online, or through writing?
There are many current models and theories that explain, plan, and predict communication processes and their successes or failures. In the workplace, we might be more concerned about practical knowledge and skills than theory. However, good practice is built on a solid foundation of understanding and skill.
The word communication is derived from a Latin word meaning “to share.” Communication can be defined as “purposefully and actively exchanging information between two or more people to convey or receive the intended meanings through a shared system of signs and (symbols)” (“Communication,” 2015, para. 1).
Let us break this definition down by way of example. Imagine you are in a coffee shop with a friend, and they are telling you a story about the first goal they scored in hockey as a child. What images come to mind as you hear their story? Is your friend using words you understand to describe the situation? Are they speaking in long, complicated sentences or short, descriptive sentences? Are they leaning back in their chair and speaking calmly, or can you tell they are excited? Are they using words to describe the events leading up to their big goal, or did they draw a diagram of the rink and positions of the players on a napkin? Did your friend pause and wait for you to to comment throughout their story or just blast right through? Did you have trouble hearing your friend at any point in the story because other people were talking or because the milk steamer in the coffee shop was whistling?
All of these questions directly relate to the considerations for communication in this course, including analyzing the audience, choosing a communications channel, using plain language, and using visual aids.
Before we examine each of these considerations in more detail, we should consider the elements of the communication process.
The communication process includes the steps we take in order to ensure we have succeeded in communicating. The communication process comprises essential and interconnected elements detailed in Fig. 1.2.1. We will continue to reflect on the story of your friend in the coffee shop to explore each element in detail.
Fig. 1.2.1 The communication process by Laura Underwood
Source: The source comes up with an idea and sends a message in order to share information with others. The source could be one other person or a group of people. In our example above, your friend is trying to share the events leading up to their first hockey goal and, likely, the feelings they had at the time as well.
Message: The message is the information or subject matter the source is intending to share. The information may be an opinion, feelings, instructions, requests, or suggestions. In our example above, your friend identified information worth sharing, maybe the size of one of the defence players on the other team, in order to help you visualize the situation.
Channels: The source may encode information in the form of words, images, sounds, body language, and more. There are many definitions and categories of communication channels to describe their role in the communication process, including verbal, non-verbal, written, and digital. In our example above, your friends might make sounds or use body language in addition to their words to emphasize specific bits of information. For example, when describing a large defense player on the other team, they may extend their arms to explain the height of the other team’s defense player.
Receiver: The receiver is the person for whom the message is intended. This person is charged with decoding the message in an attempt to understand the intentions of the source. In our example above, you as the receiver may understand the overall concept of your friend scoring a goal in hockey and can envision the techniques your friend used. However, there may also be some information you do not understand—such as a certain term—or perhaps your friend describes some events in a confusing order. One thing the receiver might try is to provide some kind of feedback to communicate back to the source that the communication did not achieve full understanding and that the source should try again.
Environment: The environment is the physical and psychological space in which the communication is happening (Mclean, 2005). It might also describe if the space is formal or informal. In our example above, it is the coffee shop you and your friend are visiting in.
Context: The context is the setting, scene, and psychological and psychosocial expectations of the source and the receiver(s) (McLean, 2005). This is strongly linked to expectations of those who are sending the message and those who are receiving the message. In our example above, you might expect natural pauses in your friend’s storytelling that will allow you to confirm your understanding or ask a question.
Interference: There are many kinds of interference (also called “noise”) that inhibit effective communication. Interference may include poor audio quality or too much sound, poor image quality, too much or too little light, attention, etc. In our working example, the coffee shop might be quite busy and thus very loud. You would have trouble hearing your friend clearly, which in turn might cause you to miss a critical word or phrase important to the story.
Those involved in the communication process move fluidly between each of these eight elements until the process ends.
Communication. (n.d.). In Wikipedia. Retrieved from https://en.Wikipedia.org/wiki/Communication.
McLean, S. (2005). The basics of interpersonal communication. Boston, MA: Allyn & Bacon.