Professional Communications Study Notes

Professional Communications MPU2222-PRCOM

Chapter 1: Introduction to Communication

Learning Outcomes

• At the end of this chapter, you should:

  • Know what is communication:

    • Understand the communication problems at work.

    • Familiarize yourself with the communication model (Shannon-Weaver Model).

  • Know why communication is important:

    • Understand the importance of non-verbal communication.

  • Know how messages can be communicated effectively:

    • Learn how to communicate effectively as a sender and a receiver, including the use of non-verbal communication.

    • Study the differences between intra and interpersonal communication.

What is Communication?

• Definition: Communication is the process of transferring information from a sender to a receiver using a medium.

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

Communication Problems @ Work

• Major issues include:

  • Wrong or confusing information being conveyed.

  • Too much or too little information provided at the wrong time.

  • Poor listening skills, along with a lack of fact-checking and feedback.

  • Poor interpersonal skills, which may include rudeness and ineffective public speaking.

  • Insufficient writing skills, leading to miscommunication.

  • Uncertainty about which communication mediums to use (e.g., email, Teams, WhatsApp).

  • Attitude and ego issues, where individuals may not act as team players.

Types of Communication

Based on Communication Channels

• Verbal

  • Uses language (words + grammar) to communicate.

    • Includes:

      • Oral communication

      • Written communication

• Non-Verbal

  • Conveys wordless messages through various forms:

    • Gestures

    • Body language

    • Facial expressions

    • Eye contact

    • Clothing

    • Every part of the body contributing to communication.

Based on Style and Purpose

• Formal

• Informal

• Body Language

• Official

• Casual

• Paraverbal

• Intrapersonal

• Interpersonal

• Pictorial communication

Shannon-Weaver Model of Communication

• Describes how communication works through various components:

  • Source: The originator of the message.

  • Encoder: The sender who transforms the message into signals.

  • Channel: The medium used to communicate the message.

  • Message: The actual content being communicated.

  • Noise: Any interference that distorts the message.

  • Decoder: The recipient who interprets the signals back into a message.

  • Receiver: The person or group receiving the message.

  • Feedback: The responses from the receiver back to the sender that indicate whether the message has been understood.

Non-Verbal Communication

Composition of Non-Verbal Communication

• Non-verbal communication encompasses:

  • Body Language

  • Para-verbal Communication

  • Pictorials

Effective Use of Non-Verbal Communication

• Based on a person’s non-verbal cues, one can infer:

  • Personality type

  • Level of confidence and self-esteem

  • Awareness of how others perceive them

Total Feeling Theory (Dr. Albert Mehrabian)

• Components of communication related to feelings and attitudes:

  • Words spoken contribute 7% to the message.

  • Paralinguistic elements (tone, pitch, pacing) contribute 38% to the message.

  • Facial expression accounts for 55% of the message's communication.

• Implications:

  • Non-verbal cues tend to have greater impact in conveying feelings.

  • Non-verbal behavior is generally more reliable than verbal communication, as individuals can easily deceive using words.

Effective Communication

As a Sender

• Steps to ensure effective communication as a sender:

  • Identify what action or response is desired from the receiver.

  • Select appropriate language, combining written, spoken, and non-verbal communication.

  • Choose the best medium for the message.

  • Consider the receiver’s perspective: Will they understand the message? What is their emotional state?

  • Ensure clarity to prevent misunderstandings.

  • Check for feedback to determine if a response is needed.

As a Receiver

• To communicate effectively as a receiver:

  • Give full attention to the message.

  • Ensure the chosen medium meets your needs.

  • Verify references and seek clarification when necessary.

  • Look for underlying meanings in the message.

  • Provide sufficient and appropriate feedback to the sender.

Intrapersonal vs. Interpersonal Communication

Intrapersonal Communication

• Refers to the communication process that occurs within an individual.

Interpersonal Communication

• Involves communicating ideas, thoughts, and feelings to another person.

Practical Exercise

• Tutorial Activity:

  • In groups, present a communication process analysis of any advertisement using the Shannon-Weaver model.

  • Discuss its effectiveness in conveying the intended message and present findings in class.