communication
DESCRIPTION
Outline of the communication process and factors affecting successful communication with a slant toward IT.TRANSCRIPT
Communication in I.T.Foundation for getting things done!
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How do we transfer ideas/info?
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There is a model that explains
Communication?
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Communication Model
DECODING
RECEIVING
SENDING
ENCODING
FEEDBACKContent
LevelRelationship
Level
FragmentaryThoughts
INTENDEDMESSAGE
ContentMeaning
RelationalMeaning
THEMESSAGE
NonverbalCode
RelationshipLevel
Verbal Code
ContentLevel
RECEIVEDMESSAGE
ContentMeaning
RelationalMeaning
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Common Activity View
ReceiveDecode
ComprehendEncode
ReceiveDecode
ComprehendEncode
Send
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Activity Mirroring & Elements
ReceiveDecode
ComprehendEncode
Send
MessageMode
Medium
Cognition
StructureContextSyntax
MessageMode
Medium
StructureContextSyntax
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Message
Often (but not always) two messages– Content– Relationship
Each message can corrupt the other Usually where we put all our attention & effort
– assumption that a clear message will communicate
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Mode
The interpretive nature of the message– Basically spoken, written, body language or visual
symbol We usually deliver multi-modal
– Adds richness to message If message across all modes is not consistent
communication is inhibited– Most people try to reconcile each modal message– Mismatches create confusion and will need more
iteration to communicate
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Medium
The physical connection between two communicators The medium can restrict available modes
– Restriction of modes not always a bad thing if getting same message in all modes is difficult
– Certain modes require certain medium for transmission (eg. face-to-face vs. phone)
Or, add noise to message transmission– Noise is anything that garbles or distracts from the intended
transmission– Excess noise precludes communication
Some medium are inappropriate for certain messages (ie. email for an emotional plea)
Match your medium to your message to get it right
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Structure
The organization of message (particularly a complex one) to facilitate proper composition of the parts
Why you’re better off thinking about what you want to communicate before you start
Structure can help or confuse– It is seldom neutral
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Context
The Frame of Reference the message uses to provide expanded content
Always is a FrameOR A shared context facilitates effective communication
because it fills in message detail naturally and more quickly
Uncommon context makes it more difficult because– Have to provide the detail– Have to overcome the contextual assumptions of the receiver
Can often facilitate communication by providing a grounding context first before actual message is delivered– This is what storytelling and parables do
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Syntax
The symbolic representation of a message’s elements and the grammatic relationship between those symbols
If receiver does not know the syntax they can rarely get the message unraveled
A rigid syntax removes issue of improper interpretation– Most communication syntax is not rigid though
Cultural differences often add or change syntax in subtle ways in symbols or grammatic relationship
Know the syntax of your receiver to get it right Encourage feedback when syntax match is in doubt Switch to syntax that can be mutually understood
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Cognition
A person’s ability to grasp and understand a concept, pattern or implication
Relates to how a person is best able to do this given the nature of problem itself– Some people grasp abstract concepts more quickly when
presented diagrammatically, others through word explanations– Some people have high EQ and cue on body language or tonal
inflection, some don’t Differences in cognitive ability between people almost
always inhibits first round communication– “they just don’t get it” often equals cognitive mismatch– Similarities in cognitive processing can aid communication
Encoding should account for cognitive impact of both problem nature and differences in people’s cognitive processing
Further information on this
Contact: Mike Batton, President, Batton Consulting Inc. | [email protected] | 630-443-7735 (O) 630-809-2817 (M)
Contact Mike
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