ES2002 Business Communication
Communication: Models, Principles and Problems
We live in a world of communication: a world in which
people react violently or peacefully to a statement, an
action, or a concept. Pick up the newspaper, snap on the
radio, or flip on the TV for proof. A world leader directs a
statement of hostility to another (communication), and
tanks begin to roll! A president or prime minister steps
down (communication), and peace settles over a torn
and battered nation. A representative speaks in the
United Nations (communication), and fifteen minutes
later, rioting and bloodshed take place six thousand
miles away. Nations, companies, families, and
individuals in today’s world constantly act and react as a
result of communication.
Sigband and Bateman 1981
ES2002 Business Communication: Communication: Models, Principles and Problems
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AN OUTLINE OF TODAY’S LECTURE
1. WHAT IS COMMUNICATION?
2. HOW DOES COMMUNICATION WORK?
3. WHY DOES COMMUNICATION HAPPEN?
4. WHAT ARE THE BARRIERS TO
COMMUNICATION?
ES2002 Business Communication: Communication: Models, Principles and Problems
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Can we ever agree on the true nature of communication?
Here are some descriptions of human behavior. Does
communication take place in all of them?
(A) _______You yawn, but no one sees it.
(B) _______You yawn, and your friend later realizes that you
were tired even though she didn’t pay any attention to it at the
time.
(C) _______You yawn, and your friend says, “Am I that
boring?”
(D) _______You wave at a friend, but he doesn’t see you.
(E) _______Your friend later says, “I’m sorry I didn’t wave
back, but I was thinking about something else and didn’t
realize you had waved to me until after I turned the corner.”
ES2002 Business Communication: Communication: Models, Principles and Problems
What is communication?
WHAT IS COMMUNICATION?
4
What is communication?
(F) _______You wave to a friend, and she waves back.
(G) _______You send a letter to a friend, but it gets lost in the
mail.
(H) _______Your dad lectures you for having a messy room,
and although you know he is talking to you, you really
aren’t paying much attention.
(I) _______You give a speech to a group that is eager to
hear what you have to say.
Adapted from Littlejohn 2002: p. 8
ES2002 Business Communication: Communication: Models, Principles and Problems
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THREE MAJOR POSITIONS
1 The sender-receiver model
2 The receiver model
3 The communication behavior model
ES2002 Business Communication: Communication: Models, Principles and Problems
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HOW DOES COMMUNICATION WORK?
1 Linear model
2 Interactional model
3 Transactional model
4 Power-in-communication model
5 Cultural model
ES2002 Business Communication: Communication: Models, Principles and Problems
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Sender
Receiver
Sender
The Linear Model
Receiver
ES2002 Business Communication: Communication: Models, Principles and Problems
How communication works
The Linear Model
8
Sender
Encoding
Channel or medium
Decoding
Receiver
Feedback
Immediate physical environment
ES2002 Business Communication: Communication: Models, Principles and Problems
The Interactional Model
Immediate physical environment
How communication works
The Interactional Model
9
Sender
Receiver
Immediate physical environment
ES2002 Business Communication: Communication: Models, Principles and Problems
The Transactional Model
Immediate physical environment
How communication works
The Transactional Model
10
Sender
Sender
Receiver
Power Relations
between participants
Receiver
Receiver
ES2002 Business Communication: Communication: Models, Principles and Problems
Power-in-communication Model
Society / Power in Society
Society
/ Power in Society
How communication works
Power-in-communication model
11
The Cultural Model
Culture
Sender
Sender
Receiver
Culture
Receiver
How communication works
The Cultural Model
Culture
ES2002 Business Communication: Communication: Models, Principles and Problems
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ESSENTIAL FACTORS IN THE
COMMUNICATION PROCESS
1
Participants
2
Modes of communication
3
Immediate physical environment
4
Relations of power
5
Cultures
ES2002 Business Communication: Communication: Models, Principles and Problems
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WHY DOES COMMUNICATION HAPPEN?
Purposes, Motivations and Desired Results of Communication
Inc
r
ea
R el a
m ain tionship
tena
nce, form atio
n
f
relat riendship and
ions
hips s, love
sory
Need to
To play:
Escape
from work,
enjoy
oneself
n
leasure, se
iversion, p
n
gratif icatio
To
influence:
control,
manipulate,
direct
form re
latio
others, nships, relate
interac
to
t
sed
the kno
wo wle
d
rl d
, sk ge o
ill a f on
cqu ese
Ne
ed
isit lf, a
to k
ion
nd
no
w,
ac q
lea uire
k no
rn
wle
dg
To
e,
ac l ear
n
q
kn uir :
o
of wle ed
d
oth ones ge
er s el f
wo , th ,
ac r l d; e
q
sk uire
ills
T o re
late:
Esta
blish
/m ai
nt
interp ain
e
relat rsonal
ionsh
ips
Need for d
MOTIVATION
, satisfaction,
Enjoyment, pleasure
gratification
GENERAL
PURPOSES
d
an
e,
d
itu t
att
n, tm en
o
i
l
s
ct
ee
ire dju
,f
, d ior a
d
e
n
nc av
rie .
ida beh
ef tion
b
Gu
c
,
l p fa
he atis
,
s
e
ol in
ns , ga
o
c ed
to
d eed
e
n
l p:
Ne
he r to
To iste of
n
m i eds s,
ne her e
ot sol
n
co
Need to control, influence, gain
compliance, secure agreement
RESULTS
Influence, power, control,
compliance, agreement
ES2002 Business Communication: Communication: Models, Principles and Problems
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WHAT ARE THE BARRIERS
TO COMMUNICATION?
1 Differences in perception and language
2 Poor listening
3 Emotional interference
4 Cultural differences
5 Physical distraction
ES2002 Business Communication: Communication: Models, Principles and Problems
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