1. College of Education School of Continuing and Distance Education 2014/2015 – 2016/2017 INFS 112: Introduction to Information Management Session 5 – Verbal, Visual and Electronic Communication Lecturer: Dr. Perpetua S. Dadzie, Dept. of Information Studies Contact Information: psdadzie@ug.edu.gh

2. Session Overview At the end of the session, the student will be able to: Understand a model of the Communication Process Explain three types of communication Dr. Perpetua Dadzie, Dept of Information Studies Slide 2

3. Session Outline The key topics to be covered in the session are as follows: Topic One - Components of the communication process Topic Two – Verbal Communication Topic Three – Visual Communication Topic Four – Electronic Communication Dr. Perpetua Dadzie, Dept of Information Studies Slide 3

4. Reading List Palmer, S. & Weaver, M. (1998). Information Management. Oxford: Butterworth Heinemann. pp.73 - 77 Dr. Perpetua Dadzie, Dept of Information Studies Slide 4

5. COMPONENTS OF THE COMMUNICATION PROCESS Topic One Dr. Perpetua Dadzie, Dept of Information Studies Slide 5

6. Components of the Communication Process This model of the communication process is basically a Two-way communication process: Basic components are: Source/sender Encoder Message Medium/Channel Decoder Receiver Feedback Noise Dr. Perpetua Dadzie, Dept of Information Studies Slide 6

7. Components of the Communication Process (2) Communication Process starts with a Sender (an individual or group) who wants to share information. Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. Senders must decide what information to share and puts the message into symbols or language (encoding). The views, background, approach, skills, competencies and knowledge of the sender have a great impact on the message Dr. Perpetua Dadzie, Dept of Information Studies Slide 7

8. Components of the Communication Process (3) Encoding – process where the information you would like to communicate gets transferred into a form to be sent and decoded by the receiver. Once encoded the message is sent through a medium to a receiver Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Dr. Perpetua Dadzie, Dept of Information Studies Slide 8

9. Components of the Communication Process (4) Communication process begins with deciding about the Message to be conveyed. It must be ensured that the main objective of the message is clear Medium – is a means used to exchange/transmit message. Medium can be written or oral. Written medium is chosen when a message has to be conveyed to a small group of people. Oral medium is chosen when spontaneous feedback is required Channels – the way you convey your message. These channels include verbal such as telephone and face- to –face conversations as well as non-verbal such as email and text messaging. Dr. Perpetua Dadzie, Dept of Information Studies Slide 9

10. Components of the Communication Process (5) Noise: anything harming the communication process Decoding is on the receiving end of communication. This stage is just as important as encoding. Communication can go downhill at this stage if the receiver is not practicing active listening skills or if they do not possess enough information to accurately decode the message. Dr. Perpetua Dadzie, Dept of Information Studies Slide 10

11. Components of the Communication Process (6) Receiver – person for whom the message is intended or aimed. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message and the reliance of encoder on decoder. Dr. Perpetua Dadzie, Dept of Information Studies Slide 11

12. Components of the Communication Process (7) Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal through words or non-verbal in form of smiles, sighs. It may take written form also in form of memos, reports, etc Dr. Perpetua Dadzie, Dept of Information Studies Slide 12

13. Components of the Communication Process (8)

14. Video The Communication Process Model Dr. Perpetua Dadzie, Dept of Information Studies Slide 14

15. VERBAL COMMUNICATION Topic Two Dr. Perpetua Dadzie, Dept of Information Studies Slide 15

16. Verbal communication (2) There are several types of communication such as: Verbal Communication Nonverbal Communication Nonverbal Communication Visual Communication Visual Communication Electronic Communication Electronic Communication Dr. Perpetua Dadzie, Dept of Information Studies Slide 16

17. Verbal Communication (3) Refers to the form of communication in which information is transmitted verbally. Refers to the form of communication in which information is transmitted verbally. Communication is done by word of mouth and by writing Communication is done by word of mouth and by writing In verbal communication remember the acronym “KISS” (keep it short and simple) In verbal communication remember the acronym “KISS” (keep it short and simple) Verbal communication can be divided into: Verbal communication can be divided into: – Oral communication – Written Communication Dr. Perpetua Dadzie, Dept of Information Studies Slide 17

18. Verbal Communication (4) Oral communication Spoken words are used. Spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet Communication is influenced by pitch, volume, speed and clarity of speaking Communication is influenced by pitch, volume, speed and clarity of speaking Advantages of oral communication It brings quick feedback It brings quick feedback In a conversation, by reading facial expression and body language one can guess whether to trust what is being said. In a conversation, by reading facial expression and body language one can guess whether to trust what is being said. Dr. Perpetua Dadzie, Dept of Information Studies Slide 18

19. Verbal Communication (5) Disadvantages of oral communication In face-to face discussion, user is unable to deeply think about what is being delivered so that could arrive at some decision which may not have been given on hindsight. In face-to face discussion, user is unable to deeply think about what is being delivered so that could arrive at some decision which may not have been given on hindsight. since it is spoken, there is no written record of what has been said which can lead to disputes. Dr. Perpetua Dadzie, Dept of Information Studies Slide 19

20. Verbal Communication (6) Written communication In written communication, written signs or symbols are used to communicate In written communication, written signs or symbols are used to communicate In written communication message can be transmitted via email, letter, report, memo etc In written communication message can be transmitted via email, letter, report, memo etc Most common form of communication in business Most common form of communication in business Advantages of written communication Message can be edited, revised Message can be edited, revised Provide record and backup Provide record and backup A written message enables receiver to fully understand it and send appropriate feedback A written message enables receiver to fully understand it and send appropriate feedback Dr. Perpetua Dadzie, Dept of Information Studies Slide 20

21. Verbal Communication (7) Disadvantages of written communication Does not bring instant feedback Does not bring instant feedback It takes more time in composing a written message as compared to word of mouth and number of people struggle for writing ability It takes more time in composing a written message as compared to word of mouth and number of people struggle for writing ability May cause problems with interpretation May cause problems with interpretation May not allow for rapid exchange of opinion, views or attitudes May not allow for rapid exchange of opinion, views or attitudes Dr. Perpetua Dadzie, Dept of Information Studies Slide 21

22. Verbal Communication (7) Disadvantages of written communication Does not bring instant feedback Does not bring instant feedback It takes more time in composing a written message as compared to word of mouth and number of people struggle for writing ability It takes more time in composing a written message as compared to word of mouth and number of people struggle for writing ability May cause problems with interpretation May cause problems with interpretation May not allow for rapid exchange of opinion, views or attitudes May not allow for rapid exchange of opinion, views or attitudes Dr. Perpetua Dadzie, Dept of Information Studies Slide 22

23. VISUAL COMMUNICATION Topic Three Dr. Perpetua Dadzie, Dept of Information Studies Slide 23

24. Visual Communication Communication which has to do with the act of seeing. Examples are films and slides, videos, charts, posters, diagrams. Visual communication methods often used to support oral communication and the written word. Advantages provide a visual record, visual stimulus and can help to simplify difficult concepts. can simplify messages with numbers in them and be used to illustrate techniques and procedures. Dr. Perpetua Dadzie, Dept of Information Studies Slide 24

25. Visual Communication (2) Disadvantages of visual communication May be difficult at times, to interpret without reinforcement of written and spoken word. Eg. Cartoons Without written information on what is going on, interpretation may be difficult and even missed. They are also costly and time-consuming to produce and distribute. Difficulty in storage because they need certain environment such as an air conditioned room, or an environment with a certain temperature or humidity. Dr. Perpetua Dadzie, Dept of Information Studies Slide 25

26. ELECTRONIC COMMUNICATION Topic Four Dr. Perpetua Dadzie, Dept of Information Studies Slide 26

27. Electronic Communication Communication accessed by electronic mail (E- mail), newsgroups and listserv, data transmission networks, File Transfer Protocol, videoconferencing, instant messaging, Social Media (Facebook, Twitter, Chats, etc.) Advantages Speed of access as well as the unlimited access to global information. Enhance communication and instant feedback. Dr. Perpetua Dadzie, Dept of Information Studies Slide 27

28. Electronic Communication (2) Disadvantages of Electronic Communication need for certain equipment, such as the computer, mobile phone, Internet connectivity Initial cost for equipment can be very high and you will need a lot of money to acquire them Need constant supply of power and at times training in how to search. Dr. Perpetua Dadzie, Dept of Information Studies Slide 28