COMMUNICATION & COMMUNICATION SKILLS

 COMMUNICATION & COMMUNICATION SKILLS

Communication is simply the act of transferring information from one place to another.

Although this is a simple definition, when we think about how we may communicate the subject becomes a lot more complex. There are various categories of communication and more than one may occur at any time. The different categories of communication are:

1. Spoken or Verbal Communication: face-to-face, telephone, radio or television or other media.

2. Non-Verbal Communication: body language, gestures, how we dress or act - even our scent.

3. Written Communication: letters, e-mails, books, magazines, the Internet or via other media.

4. Visualizations: graphs, charts, maps, logos and other visualizations can communicate messages.

The desired outcome or goal of any communication process is understanding.

The process of interpersonal communication cannot be regarded as a phenomena which simply 'happens', but should be seen as a process which involves participants negotiating their role in this process, whether consciously or unconsciously.

Senders and receivers are of course vital in communication. In face-to-face communication the roles of the sender and receiver are not distinct as both parties communicate with each other, even if in very subtle ways such as through eye-contact (or lack of) and general body language. There are many other subtle ways that we communicate (perhaps even unintentionally) with others, for example the tone of our voice can give clues to our mood or emotional state, whilst hand signals or gestures can add to a spoken message.  

In written communication the sender and receiver are more distinct. Today we can all write and publish our ideas on the Internet, which has led to an explosion of information and communication possibilities.

The Communication Process

A message or communication is sent by the sender through a communication channel to a receiver, or to multiple receivers.  The sender must encode the message (the information being conveyed) into a form that is appropriate to the communication channel, and the receiver(s) then decodes the message to understand its meaning and significance.

Misunderstanding can occur at any stage of the communication process. Effective communication involves minimising potential misunderstanding and overcoming any barriers to communication at each stage in the communication process.

An effective communicator understands their audience, chooses an appropriate communication channel, hones their message to this channel and encodes the message to reduce misunderstanding by the receiver(s).  They will also seek out feedback from the receiver(s) as to how the message is understood and attempt to correct any misunderstanding or confusion as soon as possible. Receivers can use Clarification and Reflection as effective ways to ensure that the message sent has been understood correctly.

Communication Channels

Communication theory states that communication involves a sender and a receiver (or receivers) conveying information through a communication channel.

Communication Channels is the term given to the way in which we communicate. There are multiple communication channels available to us today, for example face-to-face conversations, telephone calls, text messages,  email, the Internet (including social media such as Facebook and Twitter), radio and TV, written letters, brochures and reports to name just a few.

Choosing an appropriate communication channel is vital for effective communication as each communication channel has different strengths and weaknesses.  For example, broadcasting news of an upcoming event via a written letter might convey the message clearly to one or two individuals but will not be a time or cost effective way to broadcast the message to a large number of people.  On the other hand, conveying complex, technical information is better done via a printed document than via a spoken message since the receiver is able to assimilate the information at their own pace and revisit items that they do not fully understand. Written communication is also useful as a way of recording what has been said, for example taking minutes in a meeting

Encoding Messages

All messages must be encoded into a form that can be conveyed by the communication channel chosen for the message.  We all do this every day when transferring abstract thoughts into spoken words or a written form.  However, other communication channels require different forms of encoding, e.g. text written for a report will not work well if broadcast via a radio programme, and the short, abbreviated text used in text messages would be inappropriate if sent via a letter. Complex data may be best communicated using a graph or chart or other visualisation.

Effective communicators encode their messages with their intended audience in mind as well as the communication channel. This involves an appropriate use of language, conveying the information simply and clearly, anticipating and eliminating likely causes of confusion and misunderstanding, and knowing the receivers’ experience in decoding other similar communications.  Successful encoding of messages is a vital skill in effective communication.

 

Decoding Messages

Once received, the receivers need to decode the message, and successful decoding is also a vital skill.  Individuals will decode and understand messages in different ways based upon any Barriers to Communication which might be present, their experience and understanding of the context of the message, their psychological state, and the time and place of receipt as well as many other potential factors.  Understanding how the message will be decoded, and anticipating as many of the potential sources of misunderstanding as possible, is the art of a successful communicator.

Feedback

Receivers of messages are likely to provide feedback on how they have understood the messages through both verbal and non-verbal reactions.  Effective communicators should pay close attention to this feedback as it the only way to assess whether the message has been understood as intended, and it allows any confusion to be corrected.  Bear in mind that the extent and form of feedback will vary according to the communication channel used: for example feedback during a face-to-face or telephone conversation will be immediate and direct, whilst feedback to messages conveyed via TV or radio will be indirect and may be delayed, or even conveyed through other media such as the Internet.  

Being able to communicate effectively is the most important of all life skills.

Principles of Communication

Common to all interpersonal communications are some basic principles. These principles govern the effectiveness of our communications; they may be simple to understand but can take a lifetime to master.

Interpersonal Communication is not Optional

We may, at times, try not to communicate; but not communicating is not an option.  In fact the harder we try not to communicate, the more we do!  By not communicating we are communicating something: perhaps that we are shy, perhaps that we are angry or sulking, perhaps that we are too busy.  Ignoring somebody is communicating with them, we may not tell them we are ignoring them but through non-verbal communication we hope to make that apparent. 

We communicate far more and far more honestly with non-verbal communication than we do with words.  Our body posture and position, eye-contact (or lack of it), the smallest and most subtle of mannerisms are all ways of communicating with others.   Furthermore we are constantly being communicated to, we pick up signals from others and interpret them in certain ways and whether or not we understand is based on how skilled we are at interpreting interpersonal communication.

The process of Interpersonal Communication is irreversible, you can wish you hadn’t said something and you can apologise for something you said and later regret - but you can’t take it back. 

We often behave and therefore communicate to others based on previous communication encounters.  These encounters may or may not be appropriate points of reference.  We stereotype people, often subconsciously, maybe by gender, social standing, religion, race, age and other factors – stereotypes are generalisations, often exaggerated. 

Because of these stereotypes, when we communicate with people we can carry with us certain preconceptions of what they are thinking or how they are likely to behave, we may have ideas about the outcome of the conversation. 

These preconceptions affect how we speak to others, the words we use and the tone of voice.  We naturally communicate in a way that we think is most appropriate for the person we are talking to.  Unfortunately our preconceptions of others are often incorrect.  This can mean that our communication is inappropriate and therefore more likely to be misunderstood.   As the goal to all communication has to be understanding it can be said that we have failed to communicate.  By communicating in this way, being influenced by preconceived ideas, we feedback further stereotypes to the person we are speaking to, thus exasperating the problem. 

Start all interpersonal communication with an open mind; listen to what is being said rather than hearing what you expect to hear.  You are then less likely to be misunderstood or say things that you regret later.

Endless Complexity

No form of communication is simple, there are many reasons why communication is taking place, how it is taking place and how messages are being broadcast and received. Variables in communication, such as language, environment and distraction as well as the individuals involved in communicating all have an effect on how messages are sent, received and interpreted.  

When we communicate verbally we swap words - words that have, maybe subtly, different meanings to different people in different contexts.  It could be argued that words are in fact just tokens we exchange with each other and that they have no inherent meaning at all. We can communicate the same thing to different individuals but each person may have a different understanding or interpretation of the message.

The Context of Communication

All communication has a context; communication happens for a reason. 

Communication can fail because one or more of the participants overlook the context.  To help avoid misunderstandings, and therefore communicate more effectively, it is important that the context of the communication is understood by all.  Why is the communication happening?  It is important that participants are on the same ‘wavelength’ so that they understand why the communication is occurring.  It may be useful to start a larger conversation by explaining why it is happening.

Knowing why communication is occurring is an important first step - there are however problems that affect the context of the communication:

Timing

Timing is fundamental to successful communication. as well as considering a suitable time to hold a conversation you should make sure that there is enough time to cover all that is needed, including time to clarify and negotiate.  Talking to an employee about a strategic decision five minutes before they have to leave the office for the day, for example, would probably not be as successful as having the same conversation the following morning.

Location

It should be fairly obvious that communication is going to be less effective if it is conducted in a noisy, uncomfortable or busy place.  Such places have many distractions and often a lack of privacy.

Misconceptions

The context of communication is also governed by our own feelings about it.  As already discussed, we stereotype people and therefore can develop inaccurate misconceptions and false assumptions.  When communicating we may assume that: all parties know what we are talking about; we know the other person’s views and opinions of the situation; we should not show any emotion; we are right, they are wrong. 

Barriers to Effective Communication
There are many reasons why interpersonal communications may fail.   In many communications, the message (what is said) may not be received exactly the way the sender intended. It is, therefore, important that the communicator seeks feedback to check that their message is clearly understood.

The skills of Active Listening, Clarification and Reflection may help but the skilled communicator also needs to be aware of the barriers to effective communication and how to avoid or overcome them.

There are many barriers to communication and these may occur at any stage in the communication process.  Barriers may lead to your message becoming distorted and you therefore risk wasting both time and/or money by causing confusion and misunderstanding.  Effective communication involves overcoming these barriers and conveying a clear and concise message. 

Common Barriers to Effective Communication:

· The use of jargon. Over-complicated, unfamiliar and/or technical terms.

· Emotional barriers and taboos. Some people may find it difficult to express their emotions and some topics may be completely 'off-limits' or taboo.

· Lack of attention, interest, distractions, or irrelevance to the receiver

· Differences in perception and viewpoint.

· Physical disabilities such as hearing problems or speech difficulties.

· Physical barriers to non-verbal communication. Not being able to see the non-verbal cues, gestures, posture and general body language can make communication less effective.

· Language differences and the difficulty in understanding unfamiliar accents.

· Expectations and prejudices which may lead to false assumptions or stereotyping.  People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.

· Cultural differences.  The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings.

A skilled communicator must be aware of these barriers and try to reduce their impact by continually checking understanding and by offering appropriate feedback.

A Categorisation of Barriers to Communication

Language Barriers

Clearly, language and linguistic ability may act as a barrier to communication.  However, even when communicating in the same language, the terminology used in a message may act as a barrier if it is not fully understood by the receiver(s).  For example, a message that includes a lot of specialist jargon and abbreviations will not be understood by a receiver who is not familiar with the terminology used. Regional colloquialisms and expressions may be misinterpreted or even considered offensive.

Psychological Barriers

The psychological state of the receiver will influence how the message is received.  For example, if someone has personal worries and is stressed, they may be preoccupied by personal concerns and not as receptive to the message as if they were not stressed.  Stress management is an important personal skill that affects our interpersonal relationships. Anger is another example of a psychological barrier to communication, when we are angry it is easy to say things that we may later regret and also to misinterpret what others are saying. More generally people with low self-esteem may be less assertive and therefore may not feel comfortable communicating - they may feel shy about saying how they really feel or read negative sub-texts into messages they hear.

 Physiological Barriers

Physiological barriers may result from the receiver’s physical state: for example, a receiver with reduced hearing may not grasp to entirety of a spoken conversation especially if there is significant background noise.

Physical Barriers

An example of a physical barrier to communication is geographic distance between the sender and receiver(s).  Communication is generally easier over shorter distances as more communication channels are available and less technology is required. Although modern technology often serves to reduce the impact of physical barriers, the advantages and disadvantages of each communication channel should be understood so that an appropriate channel can be used to overcome the physical barriers.  

Systematic Barriers

Systematic barriers to communication may exist in structures and organisations where there are inefficient or inappropriate information systems and communication channels, or where there is a lack of understanding of the roles and responsibilities for communication. In such organisations, individuals may be unclear of their role in the communication process and therefore not know what is expected of them.

Attitudinal Barriers

Attitudinal barriers are behaviours or perceptions that prevent people from communicating effectively.  Attitudinal barriers to communication may result from personality conflicts, poor management, and resistance to change or a lack of motivation.  Effective receivers of messages should attempt to overcome their own attitudinal barriers to facilitate effective communication.

Improving Communication - Developing Effective Communication Skills

Effective communication skills are fundamental to success in many aspects of life.  Many jobs require strong communication skills and socially people with improved communication skills usually have better interpersonal relationships.

Effective communication is a key interpersonal skill and by learning how we can improve our communication has many benefits.

Communication is a two way process so improving communication involves both how you send and receive messages.

Learn to Listen

Listening is not the same as hearing; learn to listen not only to the words being spoken but how they are being spoken and the non-verbal messages sent with them.  Use the techniques of clarification and reflection to confirm what the other person has said and avoid any confusion.  Try not to think about what to say next whilst listening; instead clear your mind and focus on the message being received.  Your friends, colleagues and other acquaintances will appreciate good listening skills.  

Be Aware of Others' Emotions

Be sympathetic to other people's misfortunes and congratulate their positive landmarks.  To do this you need to be aware of what is going on in other people’s lives.  Make and maintain eye contact and use first names where appropriate.  Do not be afraid to ask others for their opinions as this will help to make them feel valued.   Consider the emotional effect of what you are saying and communicate within the norms of behaviour acceptable to the other person. Take steps to become more charismatic.

Empathise

Empathy is trying to see things from the point-of-view of others. When communicating with others, try not to be judgemental or biased by preconceived ideas or beliefs - instead view situations and responses from the other person’s perspective.  Stay in tune with your own emotions to help enable you to understand the emotions of others.  

If appropriate, offer your personal viewpoint clearly and honestly to avoid confusion.  Bear in mind that some subjects might be taboo or too emotionally stressful for others to discuss.

Encourage

Offer words and actions of encouragement, as well as praise, to others. Make other people feel welcome, wanted, valued and appreciated in your communications. If you let others know that they are valued, they are much more likely to give you their best.  Try to ensure that everyone involved in an interaction or communication is included through effective body language and the use of open questions.

Communicate Effectively

Do not say the first thing that comes into your head but instead take a moment and pay close attention to what you say and how you say it. Focus on the meaning of what you want to communicate.  

Aim to increase understanding by considering how your message might be received by the other person.  By communicating clearly, you can help avoid misunderstandings and potential conflict with others.  By speaking eloquently you will come across as more intelligent and mature.  

Be aware of the messages you are sending via non-verbal channels: make eye contact and avoid defensive body language.  Present information in a way that its meaning can be clearly understood. Pay particular attention to differences in culture, past experiences, attitudes and abilities before conveying your message.  Avoid jargon and over-complicated language; explain things as simply as possible. Request clarification if unclear about a message.  Always avoid racist and sexist terms or any language that may cause offence.

Use Humour

Laughing releases endorphins that can help relieve stress and anxiety; most people like to laugh and will feel drawn to somebody who can make them laugh. Don’t be afraid to be funny or clever, but do ensure your humour is appropriate to the situation.  Use your sense of humour to break the ice, to lower barriers and gain the affection of others.  By using appropriate humour you will be perceived as more charismatic.

Treat People Equally

Always aim to communicate on an equal basis and avoid patronising people.  Do not talk about others behind their backs and try not to develop favourites: by treating people as your equal and also equal to each other you will build trust and respect.  Check that people understand what you have said to avoid confusion and negative feelings.  Encourage open and honest feedback from the receiver to ensure your message is understood and to avoid the receiver instead feeding back what they think you want to hear.  If confidentiality is an issue, make sure its boundaries are known and ensure its maintenance.

Attempt to Resolve Conflict

Learn to troubleshoot and resolve problems and conflicts as they arise.  Learn how to be an effective mediator and negotiator. Use your listening skills to hear and understand both sides of any argument - encourage and facilitate people to talk to each other. Try not to be biased or judgemental but instead ease the way for conflict resolution.

Maintain a Positive Attitude and Smile

Few people want to be around someone who is frequently miserable.  Do your best to be friendly, upbeat and positive with other people. Maintain a positive, cheerful attitude to life: when things do not go to plan, stay optimistic and learn from your mistakes. If you smile often and stay cheerful, people are more likely to respond positively to you.

Minimise Stress

Some communication scenarios are, by their nature, stressful. Stress can however be a major barrier to effective communication; all parties should try to remain calm and focused.

Only Complain when Absolutely Necessary

People will not be drawn to you if you are constantly complaining or whinging.  If something makes you angry or upset, wait for a few hours and calm down before taking action.  If you do complain, do so calmly, try to find some positive aspects to the situation and avoid giving unnecessary criticism.