COMMUNICATION SKILLS STUDY NOTES
CONTENTS
a) Stages of communication process
b) Barriers to effective communication
c) Ways of overcoming barriers
d) Basic concepts of transmission and receipt of a message
e) Feedback mechanism
f) Ethical issues in communication
g) Business letters
h) Interviews
TOPIC 1: COMMUNICATION PROCESS
Introduction
A process often defined as a series of actions or steps taken in order to achieve a particular
end. The communication process is the guide toward realizing effective communication. It is
through the communication process that the sharing of a common meaning between the
sender and the receiver takes place. Individuals that follow the communication process will
have the opportunity to become more productive in every aspect of your life. Effective
communication leads to understanding.
It is important for you to note that the communication process is made up of specific key
components or elements. Those components/elements include the sender/source; encoding;
the message; medium of transmission, receiver decoding; feedback and noise. There are also
two other factors in the process, and those two factors are present in the form of the sender
and the receiver. The communication process usually begins with the sender and ends with
the receiver within specific environment. Communication is therefore a process because it
takes place through various stages that interconnected by various elements.
Elements of Communication
Elements of communication are the components that constitute the communication process.
These are:
1. Source/Sender
The sender is an individual, group, or organization who initiates the communication. This
source is initially responsible for the success of the message. The sender’s experiences,
attitudes, knowledge, skill, perceptions, and culture influence the message. “The written
words, spoken words, and nonverbal language selected are paramount in ensuring the
receiver interprets the message as intended by the sender” (Burnett & Dollar, 1989). All
communication begins with the sender.
The first step the sender is faced with involves the encoding process. In order to convey
meaning, the sender must begin encoding, which means translating information into a
message in the form of symbols that represent ideas or concepts. This process translates the
ideas or concepts into the coded message that will be communicated. The symbols can take
COMMUNICATION SKILLS NOTES PREPARED BY MR. ANTONY AMBIA Page 1
,on numerous forms such as, languages, words, or gestures. These symbols are used to encode
ideas into messages that others can understand.
When encoding a message, the sender has to begin by deciding what he/she wants to
transmit. This decision by the sender is based on what he/she believes about the receiver’s
knowledge and assumptions, along with what additional information he/she wants the
receiver to have. It is important for the sender to use symbols that are familiar to the
intended receiver.
A good way for the senders to improve encoding their messages, is to mentally visualize the
communication from the receiver’s point of view. Here the sender selects words, constructs
sentences and either decide when to write or speak.
2. Message
As already indicated earlier, when encoding a message, you need to begin by deciding what
you want to transmit. The message is therefore the verbal or non-verbal form of idea,
thought or feeling that you (source) wish to communicate to a group of people (receivers).
The message, therefore, is the content of interaction. A message may be easy to understand
or long and complex; it may also be intentional or unintentional.
3. Channel
To begin transmitting the message, the sender uses some kind of channel (also called a
medium). The channel is the means used to convey the message. Most channels are either
oral or written, but currently visual channels are becoming more common as technology
expands.
Common channels include the telephone and a variety of written forms such as memos,
letters, and reports. The effectiveness of the various channels fluctuates depending on the
characteristics of the communication. For example, when immediate feedback is necessary,
oral communication channels are more effective because any uncertainties can be cleared up
on the spot. In a situation where the message must be delivered to more than a small group
of people, written channels are often more effective. Although in many cases, both oral and
written channels should be used because one supplements the other.
If a sender relays a message through an inappropriate channel, its message may not reach the
right receivers. That is why senders need to keep in mind that selecting the appropriate
channel will greatly assist in the effectiveness of the receiver’s understanding. The sender’s
decision to utilize either an oral or a written channel for communicating a message is
influenced by several factors. The sender should ask him or herself different questions, so
that they can select the appropriate channel. Is the message urgent? Is immediate feedback
needed? Is documentation or a permanent record required? Is the content complicated,
controversial, or private? Is the message going to someone inside or outside the organization?
What oral and written communication skills does the receiver possess? Once the sender has
answered all of these questions, they will be able to choose an effective channel.
4. Noise
Noise is any interference in encoding or decoding process that reduces the clarity of a
message. This can occur at any stage in the process of Noise can be in the form of:
COMMUNICATION SKILLS NOTES PREPARED BY MR. ANTONY AMBIA Page 2
,1. Physical noise, which can be in form of distracting sounds or sights. Such noise is usually
easier to prevent in a speaking or listening situation. For example, closing doors to a noisy
room, wearing ear plugs etc.
2. Psychological noise, mental and emotional interferences that distract communication,
such as day dreaming, pain, hunger and the like.
3. Semantic noise, which is the use of expressions that are unknown to the receiver or are too
complex in grammatical structure. They include language differences, inattention and
misunderstanding caused by different interpretations of a word or an expression. Cultural
diversity can also lead to semantic noise because people from different cultures may have
different meanings to same words
4. Physiological noise manifests from the inside of either the receiver or sender of the
message and is caused by a physiological process. Physiological processes are the physical and
chemical functions of your body. Examples of physiological processes include hunger,
fatigue, headaches, pain, and physiological effects from medicine that affects the way you
think or feel.
THE PROCESS OF COMMUNICATION / ELEMENTS OF COMMUNICATION /
COMMUNICATION CYCLE
The process of communication takes place in a systematic pattern. It involves various
elements.
The process of communication can be explained with the help of the following diagram:
From the above diagram, the following elements of communication can be explained:
1. Sender: Sender is the person who begins the communication process. Sender is the person
who intends person. It is his information that is transferred in communication.
2. Encoding: Encoding is converting or putting the thoughts or ideas into the linguistic codes.
It is the system of signs, symbols, language that may be understood by the receiver. The
thoughts or ideas of the sender are converted by him in the form of a message that is
transferred.
3. Message: Message is the content of communication. It is the intended encoded outcome
that the sender desires to communicate to the receiver. The information of the sender is
encoded in the form of the message and then it is transferred.
4. Channel: Channel is the medium of transferring the message. A channel can be oral,
written, verbal or non-verbal. The sender sends his message selecting the most suitable
channel for his purpose. The selection of the channel depends upon the urgency of the
message, the cost of delivery, availability of the medium etc.
5. Receiver: Receiver is the person for whom the message is meant. Communication is a two-
way process. It must have a receiver. The receiver has to decode the message after receiving
in order to mean it.
6. Decoding: Decoding is to analyze or interpret the encoded message in order to make the
meaning of it. The receiver decodes the message after receiving it. It is after decoding the
message that the meaning intended by the sender is generated in the mind of the receiver.
COMMUNICATION SKILLS NOTES PREPARED BY MR. ANTONY AMBIA Page 3
, 7. Feedback: Feedback is the final link in the chain of communication. Feedback is the
response given by the receiver to the sender of the message. No communication gets
completed without feedback. The sender makes it sure whether his message is understood by
the receiver or not only after he gets the feedback. Positive feedback ensures the success of
communication while negative feedback implies the need of further communication.
Sender Encoding
Message
Method/channel/mediu
m
Feedback/Respons Decoding the Receiver
Stages in the
e of Receiver message
Communication Process
Communication is a two way process which involves the role of a sender and a receiver. It is
the process of sending and receiving information. It is a step-by-step process which has the
following stages:
1. Defining the Context: Communication has a definite purpose. The communicator has to be
clear about the purpose or object of communication as well as the occasion or situation on
which he has to communicate. This helps him to plan his message.
2. Knowing the Audience: The communicator also has to have a clear idea about his
audience. He should know who is/are going to be his intended audience. The knowledge
about the age group, personal interests, likes and dislikes, cultural and social background of
the audience helps the sender to design his message.
3. Encoding: Encoding is converting or putting the thoughts or ideas into the linguistic codes.
It is the system of signs, symbols, language that may be understood by the receiver. The
thoughts or ideas of the sender are converted by him in the form of a message that is
transferred.
4. Transmitting: Once the message gets ready to be transferred, the sender has to think of the
appropriate channel or medium through which it can be delivered. He must select a proper
channel to transfer his message. The selection of channel depends upon the urgency of the
message, the cost required for the transmission and the availability of the channels.
5. Receiving and Decoding: The receiver is the person for whom communication is made. He
receives the message and decodes it in order to make meaning of it. Decoding is to interpret
and analyze the signs or codes in the message in order to get the intended meaning.
COMMUNICATION SKILLS NOTES PREPARED BY MR. ANTONY AMBIA Page 4
CONTENTS
a) Stages of communication process
b) Barriers to effective communication
c) Ways of overcoming barriers
d) Basic concepts of transmission and receipt of a message
e) Feedback mechanism
f) Ethical issues in communication
g) Business letters
h) Interviews
TOPIC 1: COMMUNICATION PROCESS
Introduction
A process often defined as a series of actions or steps taken in order to achieve a particular
end. The communication process is the guide toward realizing effective communication. It is
through the communication process that the sharing of a common meaning between the
sender and the receiver takes place. Individuals that follow the communication process will
have the opportunity to become more productive in every aspect of your life. Effective
communication leads to understanding.
It is important for you to note that the communication process is made up of specific key
components or elements. Those components/elements include the sender/source; encoding;
the message; medium of transmission, receiver decoding; feedback and noise. There are also
two other factors in the process, and those two factors are present in the form of the sender
and the receiver. The communication process usually begins with the sender and ends with
the receiver within specific environment. Communication is therefore a process because it
takes place through various stages that interconnected by various elements.
Elements of Communication
Elements of communication are the components that constitute the communication process.
These are:
1. Source/Sender
The sender is an individual, group, or organization who initiates the communication. This
source is initially responsible for the success of the message. The sender’s experiences,
attitudes, knowledge, skill, perceptions, and culture influence the message. “The written
words, spoken words, and nonverbal language selected are paramount in ensuring the
receiver interprets the message as intended by the sender” (Burnett & Dollar, 1989). All
communication begins with the sender.
The first step the sender is faced with involves the encoding process. In order to convey
meaning, the sender must begin encoding, which means translating information into a
message in the form of symbols that represent ideas or concepts. This process translates the
ideas or concepts into the coded message that will be communicated. The symbols can take
COMMUNICATION SKILLS NOTES PREPARED BY MR. ANTONY AMBIA Page 1
,on numerous forms such as, languages, words, or gestures. These symbols are used to encode
ideas into messages that others can understand.
When encoding a message, the sender has to begin by deciding what he/she wants to
transmit. This decision by the sender is based on what he/she believes about the receiver’s
knowledge and assumptions, along with what additional information he/she wants the
receiver to have. It is important for the sender to use symbols that are familiar to the
intended receiver.
A good way for the senders to improve encoding their messages, is to mentally visualize the
communication from the receiver’s point of view. Here the sender selects words, constructs
sentences and either decide when to write or speak.
2. Message
As already indicated earlier, when encoding a message, you need to begin by deciding what
you want to transmit. The message is therefore the verbal or non-verbal form of idea,
thought or feeling that you (source) wish to communicate to a group of people (receivers).
The message, therefore, is the content of interaction. A message may be easy to understand
or long and complex; it may also be intentional or unintentional.
3. Channel
To begin transmitting the message, the sender uses some kind of channel (also called a
medium). The channel is the means used to convey the message. Most channels are either
oral or written, but currently visual channels are becoming more common as technology
expands.
Common channels include the telephone and a variety of written forms such as memos,
letters, and reports. The effectiveness of the various channels fluctuates depending on the
characteristics of the communication. For example, when immediate feedback is necessary,
oral communication channels are more effective because any uncertainties can be cleared up
on the spot. In a situation where the message must be delivered to more than a small group
of people, written channels are often more effective. Although in many cases, both oral and
written channels should be used because one supplements the other.
If a sender relays a message through an inappropriate channel, its message may not reach the
right receivers. That is why senders need to keep in mind that selecting the appropriate
channel will greatly assist in the effectiveness of the receiver’s understanding. The sender’s
decision to utilize either an oral or a written channel for communicating a message is
influenced by several factors. The sender should ask him or herself different questions, so
that they can select the appropriate channel. Is the message urgent? Is immediate feedback
needed? Is documentation or a permanent record required? Is the content complicated,
controversial, or private? Is the message going to someone inside or outside the organization?
What oral and written communication skills does the receiver possess? Once the sender has
answered all of these questions, they will be able to choose an effective channel.
4. Noise
Noise is any interference in encoding or decoding process that reduces the clarity of a
message. This can occur at any stage in the process of Noise can be in the form of:
COMMUNICATION SKILLS NOTES PREPARED BY MR. ANTONY AMBIA Page 2
,1. Physical noise, which can be in form of distracting sounds or sights. Such noise is usually
easier to prevent in a speaking or listening situation. For example, closing doors to a noisy
room, wearing ear plugs etc.
2. Psychological noise, mental and emotional interferences that distract communication,
such as day dreaming, pain, hunger and the like.
3. Semantic noise, which is the use of expressions that are unknown to the receiver or are too
complex in grammatical structure. They include language differences, inattention and
misunderstanding caused by different interpretations of a word or an expression. Cultural
diversity can also lead to semantic noise because people from different cultures may have
different meanings to same words
4. Physiological noise manifests from the inside of either the receiver or sender of the
message and is caused by a physiological process. Physiological processes are the physical and
chemical functions of your body. Examples of physiological processes include hunger,
fatigue, headaches, pain, and physiological effects from medicine that affects the way you
think or feel.
THE PROCESS OF COMMUNICATION / ELEMENTS OF COMMUNICATION /
COMMUNICATION CYCLE
The process of communication takes place in a systematic pattern. It involves various
elements.
The process of communication can be explained with the help of the following diagram:
From the above diagram, the following elements of communication can be explained:
1. Sender: Sender is the person who begins the communication process. Sender is the person
who intends person. It is his information that is transferred in communication.
2. Encoding: Encoding is converting or putting the thoughts or ideas into the linguistic codes.
It is the system of signs, symbols, language that may be understood by the receiver. The
thoughts or ideas of the sender are converted by him in the form of a message that is
transferred.
3. Message: Message is the content of communication. It is the intended encoded outcome
that the sender desires to communicate to the receiver. The information of the sender is
encoded in the form of the message and then it is transferred.
4. Channel: Channel is the medium of transferring the message. A channel can be oral,
written, verbal or non-verbal. The sender sends his message selecting the most suitable
channel for his purpose. The selection of the channel depends upon the urgency of the
message, the cost of delivery, availability of the medium etc.
5. Receiver: Receiver is the person for whom the message is meant. Communication is a two-
way process. It must have a receiver. The receiver has to decode the message after receiving
in order to mean it.
6. Decoding: Decoding is to analyze or interpret the encoded message in order to make the
meaning of it. The receiver decodes the message after receiving it. It is after decoding the
message that the meaning intended by the sender is generated in the mind of the receiver.
COMMUNICATION SKILLS NOTES PREPARED BY MR. ANTONY AMBIA Page 3
, 7. Feedback: Feedback is the final link in the chain of communication. Feedback is the
response given by the receiver to the sender of the message. No communication gets
completed without feedback. The sender makes it sure whether his message is understood by
the receiver or not only after he gets the feedback. Positive feedback ensures the success of
communication while negative feedback implies the need of further communication.
Sender Encoding
Message
Method/channel/mediu
m
Feedback/Respons Decoding the Receiver
Stages in the
e of Receiver message
Communication Process
Communication is a two way process which involves the role of a sender and a receiver. It is
the process of sending and receiving information. It is a step-by-step process which has the
following stages:
1. Defining the Context: Communication has a definite purpose. The communicator has to be
clear about the purpose or object of communication as well as the occasion or situation on
which he has to communicate. This helps him to plan his message.
2. Knowing the Audience: The communicator also has to have a clear idea about his
audience. He should know who is/are going to be his intended audience. The knowledge
about the age group, personal interests, likes and dislikes, cultural and social background of
the audience helps the sender to design his message.
3. Encoding: Encoding is converting or putting the thoughts or ideas into the linguistic codes.
It is the system of signs, symbols, language that may be understood by the receiver. The
thoughts or ideas of the sender are converted by him in the form of a message that is
transferred.
4. Transmitting: Once the message gets ready to be transferred, the sender has to think of the
appropriate channel or medium through which it can be delivered. He must select a proper
channel to transfer his message. The selection of channel depends upon the urgency of the
message, the cost required for the transmission and the availability of the channels.
5. Receiving and Decoding: The receiver is the person for whom communication is made. He
receives the message and decodes it in order to make meaning of it. Decoding is to interpret
and analyze the signs or codes in the message in order to get the intended meaning.
COMMUNICATION SKILLS NOTES PREPARED BY MR. ANTONY AMBIA Page 4
