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Practice MCQ

Unit 1 - Notes

PEL175

Unit 1: Communication Process

1. The Magic of Effective Communication

Effective communication is often referred to as "magic" because it possesses the transformative power to bridge gaps between individuals, resolve conflicts without violence, and inspire collective action. It is not merely the exchange of words, but the synchronization of meaning between the sender and the receiver.

Key Aspects of the "Magic":

  • Influence and Persuasion: The ability to change opinions, modify behaviors, and drive motivation.
  • Relationship Building: It acts as the glue in personal and professional relationships, fostering trust and empathy.
  • Problem Solving: Effective communication de-escalates crises and facilitates collaborative solutions.
  • Clarity of Thought: The process of articulating ideas helps clarify the thinker's own understanding.

2. Building Self-Esteem and Overcoming Stage Fear

Communication is deeply psychological. One's internal state dictates external performance.

A. Building Self-Esteem

Self-esteem is the subjective evaluation of one's own worth. In communication, high self-esteem correlates with assertiveness and clarity.

  • Positive Self-Talk: Replacing the "inner critic" with an "inner coach." Instead of thinking "I will mess this up," think "I am prepared and capable."
  • Preparation: Knowledge is confidence. Thorough research of the topic reduces the anxiety of the unknown.
  • Focus on Strengths: acknowledging personal communication strengths (e.g., a good voice, humor, or storytelling ability) rather than fixating on weaknesses.
  • Acceptance of Imperfection: Understanding that minor stumbles are natural makes the speaker more relatable and less anxious.

B. Overcoming Stage Fear (Glossophobia)

Stage fear is the anxiety induced by the requirement to perform in front of an audience.

Physiological Symptoms: Increased heart rate, dry mouth, trembling, sweating.

Strategies to Overcome:

  1. The 3 Ps:
    • Plan: Structure the content logically.
    • Prepare: Research and write out key points.
    • Practice: Rehearse aloud, preferably in front of a mirror or a small group.
  2. Deep Breathing: Activates the parasympathetic nervous system to calm physical jitters.
  3. Visualization: Mentally rehearsing a successful delivery creates a "memory" of success in the brain.
  4. Eye Contact: Engage with friendly faces in the audience to turn a "speech" into a "conversation."

3. Concept, Nature, and Significance of Communication

Concept

Communication is derived from the Latin word "Communicare", which means "to share" or "to make common." It is the process of passing information and understanding from one person to another.

Nature (Characteristics)

  • Two-way Process: It requires at least a sender and a receiver.
  • Continuous Process: It is not an isolated event but an ongoing flow of interaction.
  • Dynamic: It changes based on context, mood, and environment.
  • Irreversible: Once a message is sent, it cannot be unsent (especially in oral communication).
  • Contextual: The meaning relies heavily on the physical, social, and psychological context.
  • Pervasive: It exists at all levels of organizational and social life.

Significance

  • Basis of Action: Management cannot manage without instructing (communicating).
  • Facilitates Planning: Communication gathers the data required for planning.
  • Means of Coordination: It links different departments and individuals.
  • Decision Making: Decisions are based on information communicated to decision-makers.
  • Morale Building: Open communication fosters a sense of belonging among employees.

4. Meaning of Communication

Definition:
Communication is the systematic process in which people interact through symbols (words, gestures, signs) to create and interpret meaning.

The Core Elements:

  1. Sender: The source of the message.
  2. Encoding: Converting thoughts into symbols/words.
  3. Message: The content being transmitted.
  4. Channel: The medium (email, speech, phone).
  5. Receiver: The recipient.
  6. Decoding: Interpreting the symbols back into thoughts.
  7. Feedback: The receiver's response, completing the loop.
  8. Noise: Distortions that interfere with the message.

5. Types of Communication

Communication can be classified based on several criteria:

A. Based on Channels

  1. Verbal: Uses words (Oral and Written).
  2. Non-Verbal: Wordless cues (Gestures, posture, tone).

B. Based on Purpose and Style

  1. Formal Communication: Follows the official hierarchy and rules of the organization. (e.g., Reports, meetings).
  2. Informal Communication (Grapevine): Casual, social interactions outside official channels. Faster but prone to rumors.

C. Based on Direction

  1. Downward: From superior to subordinate (Instructions).
  2. Upward: From subordinate to superior (Feedback, complaints).
  3. Horizontal (Lateral): Between peers at the same hierarchical level.
  4. Diagonal: Between different levels and different departments.

D. Based on Levels

  1. Intrapersonal: Talking to oneself (Thinking).
  2. Interpersonal: Between two people (Dyadic).
  3. Group: Within a team.
  4. Mass: Communicating to a large, anonymous audience (TV, Newspapers).

6. Models of Communication

Models provide a theoretical framework to understand how communication works.

1. Aristotle’s Model (Linear)

The oldest model, focused on public speaking/persuasion.

  • Components: Speaker Speech Audience Effect.
  • Focus: Speaker-centric; no feedback loop.

2. Shannon and Weaver Model (Mathematical)

Originally for telephone communication.

  • Components: Source Transmitter Channel (Noise) Receiver Destination.
  • Key Contribution: Concept of Noise (interference).

3. Berlo’s SMCR Model

Focuses on the relationship between the sender and receiver.

  • S (Source): Communication skills, attitude, knowledge, culture.
  • M (Message): Content, elements, treatment, structure.
  • C (Channel): Seeing, hearing, touching, smelling, tasting.
  • R (Receiver): Must have similar skills/attitude as the source for effective decoding.

4. Transactional Model

Views communication as a simultaneous process where communicators are both senders and receivers at the same time. It emphasizes the social reality and cultural context.

7. Verbal and Non-Verbal Communication

A. Verbal Communication

The use of language (words) to transfer information.

  1. Oral Communication:
    • Examples: Speeches, meetings, phone calls.
    • Pros: Immediate feedback, personal touch, time-saving.
    • Cons: No legal record, possibility of distortion, unsuitable for long data.
  2. Written Communication:
    • Examples: Emails, reports, memos.
    • Pros: Permanent record, accurate, suitable for complex data.
    • Cons: Delayed feedback, impersonal, time-consuming to create.

B. Non-Verbal Communication

Communication without the use of words. Research suggests over 60% of meaning is non-verbal.

Categories (The "Codes"):

  • Kinesics (Body Language): Facial expressions, gestures, posture, eye contact.
  • Proxemics (Space): The physical distance between communicators (Intimate, Personal, Social, Public zones).
  • Paralanguage (Vocalics): How something is said—pitch, volume, speed, pauses (e.g., sarcasm is defined by paralanguage).
  • Haptics: Communication through touch (handshakes, pats on the back).
  • Chronemics: The use of time (punctuality, waiting time).
  • Artifacts: Appearance, clothing, and accessories.

8. Linguistic and Non-Linguistic Barriers to Communication

Barriers act as "Noise" that distorts the message.

A. Linguistic Barriers (Semantic Barriers)

These arise from the language itself.

  1. Ambiguity: Words with multiple meanings (e.g., "The bank is closed"—river bank or financial bank?).
  2. Jargon: Technical terminology used by specialists that outsiders do not understand (e.g., IT terms used with a layperson).
  3. Language Differences: Sender and receiver speaking different languages or dialects.
  4. Complex Vocabulary: Using "sesquipedalian" (long) words where simple ones would suffice.

B. Non-Linguistic Barriers

  1. Physical Barriers:
    • Noise: Traffic, construction sounds.
    • Distance: Physical separation preventing face-to-face cues.
    • Defects: Faulty microphones, poor internet connection.
  2. Psychological Barriers:
    • Premature Evaluation: Jumping to conclusions before the speaker finishes.
    • Lack of Interest: The receiver ignores the message due to boredom.
    • Emotional State: Anger or sadness can distort interpretation.
  3. Physiological Barriers:
    • Poor hearing, poor eyesight, or ill health affecting the ability to communicate.
  4. Cultural Barriers:
    • Differences in values, beliefs, and social norms (e.g., eye contact is respectful in the West but aggressive in some Asian cultures).

9. Reasons Behind Communication Gap / Miscommunication

A communication gap occurs when the intended message differs from the interpreted message.

  1. Perceptual Differences: Everyone views the world through a unique filter based on experience. What is "urgent" to a manager might be "eventual" to an employee.
  2. Information Overload: When too much information is provided, the brain shuts down or filters out key details.
  3. Poor Listening Skills: Listening to reply rather than listening to understand.
  4. Assuming Understanding: The sender assumes the receiver knows the context without explicitly stating it.
  5. Wrong Choice of Channel: Sending a sensitive breakup text instead of meeting in person; firing someone via email.
  6. Filtering: Deliberate manipulation of information to make it appear more favorable to the receiver (common in upward communication).
  7. Emotional Interference: High emotion (anger, fear, extreme joy) reduces rational processing of information.