2. Understanding the Communication Process1
“The art of communication is the language of leadership.” ― James C. Humes, American author and presidential speech writer
Understanding the
Communication Process

3. After completing the chapter, you will be able to:
Describe the state of communication today.
Identify the steps in the communication process.
Compare informal and formal business communication.
Explain the written and verbal communication skills that are essential to successful communication in the workplace.
Describe the role nonverbal communication skills play in the communication process.
Discuss how to overcome common barriers to effective communication.

4. Communicating Today
Communication is the process of sending and receiving messages that convey information, ideas, feelings, and beliefs.
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5. Communicating Today 1. What is communication. 2
Communicating Today 1. What is communication? 2. How has technology changed communication over the past decade?

6. Communication Process
We communicate to:
share information
create relationships
persuade
entertain others
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7. Communication Process
There are six parts of the communication process:
sender
message
channel
receiver
translation
feedback
Photos: Shutterstock

8. Communication Process
Sender
begins the communication process
decides there is a need to relay information to the receiver
assembles the information
information takes the form of the message

9. Communication Process
Message
Sender decides the format of the message:
words (written or spoken)
pictures
video
Putting the message into the format it will be sent to the receiver in is known as encoding.

10. Communication Process
Channel
Sender decides channel through which to send the message:
face-to-face conversation
telephone conversation
letter

11. Communication Process
Receiver
Physically receives the message
Has responsibility to the sender
Giving attention to the message is essential to the communication process.
Giving attention to the sender is both a matter of courtesy and necessity.

12. Communication Process
Translation
Once the receiver receives a message, it will be translated, or decoded, to see if the contents are understood.
Message is not actually “received” if the receiver does not understand the content of the message.

13. Communication Process
Feedback
receiver’s response to a message
tells the sender if the receiver understood the message as it was intended

14. Communication Process 1
Communication Process 1. What are the six parts of the communication process? 2. What is the difference between encoding and decoding?

15. Informal and Formal Business Communication
Informal communication is casual sharing of information with no customs or rules of etiquette involved.
text messaging
telephone calls
talking at the water cooler
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16. Informal and Formal Business Communication
Formal communication follows protocol (rules of etiquette) as to how levels of employees interact with each other.
Upward communication is with supervisors, managers, and executives.
Lateral communication is with peers (persons of equal standing or work position).
Downward communication is with those over whom you have a position of authority.

17. Informal and Formal Business Communication
Formal communication

18. Informal and Formal Business Communication
What is the difference between formal and informal business communication?
2. What is a protocol?

19. Written and Verbal Communication
Written communication means recording words through writing or keying to communicate.
use Standard English and business style for formatting documents
business communication represents you and your company
written communication creates a record that can be recalled in the future

20. Written and Verbal Communication
Verbal communication means speaking words to communicate.
Organizing thoughts is an important part of verbal communication.
Planning involves thinking about who will receive the message and what you want to accomplish.
make notes before meeting
have an agenda
research information
Planning saves time.

21. Written and Verbal Communication
Nonverbal communication refers to actions, as opposed to words, that send messages.
body language
touch and space
behavior
paralanguage
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22. Written and Verbal Communication 1. What is written communication. 2
Written and Verbal Communication 1. What is written communication? 2. What is verbal communication?

23. Nonverbal Communication
Body language is nonverbal messages.
gestures
facial expressions
other body actions or postures
context determines meaning of body language
Context is the environment or setting in which something occurs or is communicated.

24. Nonverbal Communication
Touch and space
Touch—a handshake
Space—distance between yourself and the other person
Use judgment when standing next to others in business.
The personal space of others varies depending on your social upbringing and community norms.

25. Nonverbal Communication
Touch and space
Take behavioral cues from others with more experience, but do not make the mistake of emulating poor habits
“Your actions speak louder than words”

26. Nonverbal Communication
Paralanguage
the attitude you project with the tone and pitch of your voice
Tone, pitch, quality of voice, and rate of speaking convey emotions that will be judged by the receiver, regardless of the content of the message.

27. Nonverbal Communication 1. What is nonverbal communication. 2
Nonverbal Communication 1. What is nonverbal communication? 2. Why is paralanguage considered nonverbal communication?

28. Barriers to Effective Communication
Barriers are anything that prevents clear, effective communication.
Barriers may occur in written, verbal, and nonverbal communication.
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29. Barriers to Effective Communication
Sending barriers occur when the sender says or does something that causes the receiver to tune out.
do not assume what the receiver knows
select appropriate format for message, or a phone call, based on the situation
ask for feedback from the receiver

30. Barriers to Effective Communication
Receiving barriers happen when the receiver says or does something that causes the sender’s message not to be received.
Make sure you read all of what has been written.
Take responsibility for getting clarification if you do not understand the message.
Hearing is an innate ability, except in the case of a physical disability.
Listening is a conscious action.
Give feedback.

31. Barriers to Effective Communication 1. What is a sending barrier. 2
Barriers to Effective Communication 1. What is a sending barrier? 2. What is a receiving barrier?

32. Communication is the process of sending and receiving messages that convey information, ideas, feelings, and beliefs.
The communication process is a series of actions on the part of the sender and the receiver of the message.
Informal business communication is casual sharing of information with no customs or rules of etiquette.

33. Written communication means recording words through writing or keying to communicate.
Nonverbal includes body language and behavior.
Barriers can be sending or receiving barriers.