Communicating for Results
Seventh Edition
Cheryl Hamilton, Ph.D.
Chapter 1 - Communication Process
1 Opening Quotation
Copyright © 2005 Wadsworth
2
Chapter 1 - Communication Process
Communication Defined
“The process of people sharing
thoughts, ideas, and feelings with
each other in commonly understood
Copyright © 2005 Wadsworth
Microsoft Image
Microsoft Image
ways.”
3
Chapter 1 - Communication Process
Communication Model
Environment
Stimulus; Motivation
Encoding
Person
A
Decoding
Frame of Reference
Internal
noise
External
noise
Internal
noise Stimulus;
Motivation
(Code;
channel)
Decoding
(Feedback)
Person
B
(Code;
channel)
Noise
Encoding
Frame of Reference
Environment
Copyright © 2005 Wadsworth
4
Chapter 1 - Communication Process
Communication Model
Person A / Person B . . .
Person
A
Copyright © 2005 Wadsworth
Person
B
5
Chapter 1 - Communication Process
Communication Model
Stimulus (internal and external). . .
Stimulus
Person
A
Copyright © 2005 Wadsworth
Stimulus
Person
B
6
Chapter 1 - Communication Process
Communication Model
Motivation . . .
Stimulus;
Motivation
Person
A
Copyright © 2005 Wadsworth
Stimulus;
Motivation
Person
B
7
Chapter 1 - Communication Process
Communication Model
Encoding . . .
Stimulus;
Motivation
Stimulus;
Motivation
Encoding
Person
A
Person
B
Encoding
Copyright © 2005 Wadsworth
8
Chapter 1 - Communication Process
Communication Model
Decoding . . .
Stimulus;
Motivation
Copyright © 2005 Wadsworth
Stimulus;
Motivation
Encoding
Decoding
Person
A
Person
B
Decoding
Encoding
9
Chapter 1 - Communication Process
Communication Model
Frame of reference . . .
Stimulus;
Motivation
Copyright © 2005 Wadsworth
Stimulus;
Motivation
Encoding
Decoding
Person
A
Person
B
Decoding
Encoding
Frame of Reference
Frame of Reference
10
Chapter 1 - Communication Process
Frame of Reference:
Related principles . . .
No identical frames of reference
Communication fallacy
Moving up & down, messages become:
--Leveled
--Condensed
--Embellished
Copyright © 2005 Wadsworth
Microsoft Image
--Assimilated
11
Chapter 1 - Communication Process
Downward Communication
Through five levels of management . . .
Figure 1.2
Copyright © 2005 Wadsworth
12
Chapter 1 - Communication Process
Downward Communication
Through five levels of management . . .
Figure 1.2
Copyright © 2005 Wadsworth
13
Chapter 1 - Communication Process
Downward Communication
Through five levels of management . . .
Figure 1.2
Copyright © 2005 Wadsworth
14
Chapter 1 - Communication Process
Downward Communication
Through five levels of management . . .
Figure 1.2
Copyright © 2005 Wadsworth
15
Chapter 1 - Communication Process
Downward Communication
Through five levels of management . . .
Figure 1.2
Copyright © 2005 Wadsworth
16
Chapter 1 - Communication Process
Downward Communication
Through five levels of management . . .
Figure 1.2
Copyright © 2005 Wadsworth
17
Chapter 1 - Communication Process
Communication Model
Code . . .
Stimulus;
Motivation
Encoding
Code
Decoding
Person
A
Person
B
Decoding
Encoding
Frame of Reference
Copyright © 2005 Wadsworth
Stimulus;
Motivation
Code
Frame of Reference
18
Chapter 1 - Communication Process
Communication Codes
Include . . .
Language (verbal)--spoken or written words.
Paralanguage (vocal)--tone, pitch, volume, etc.
Nonverbal (visual)--eye contact, facial
expressions, posture, etc.
Vocal &
Visual Code
69%
Verbal Code
31%
Copyright © 2005 Wadsworth
19
Chapter 1 - Communication Process
Communication Model
Channel . . .
Stimulus;
Motivation
Encoding
Stimulus;
Motivation
(Code;
channel)
Person
A
Decoding
Frame of Reference
Copyright © 2005 Wadsworth
Decoding
Person
B
(Code;
channel)
Encoding
Frame of Reference
20
Chapter 1 - Communication Process
Channel Selection:
Consider . . .
Importance of message
Needs and Abilities of receiver
Feedback requirements
Need for permanent record
Cost
Formality desired
Copyright © 2005 Wadsworth
21
Chapter 1 - Communication Process
The Email Channel
Emoticons used to add meaning and emotion to email . . .
Copyright © 2005 Wadsworth
22
Chapter 1 - Communication Process
Communication Model
Feedback . . .
Stimulus;
Motivation
Encoding
(Code;
channel)
Person
A
(Feedback)
Person
B
Decoding
(Code;
channel)
Encoding
Frame of Reference
Copyright © 2005 Wadsworth
Stimulus;
Motivation
Decoding
Frame of Reference
23
Chapter 1 - Communication Process
Receiving Feedback
When receiving feedback from others . . .
Tell them you want it
Identify feedback areas
Watch for nonverbal responses
Use silence to encourage it
Microsoft Image
Set aside time for it
Continued>
Copyright © 2005 Wadsworth
24
Chapter 1 - Communication Process
Receiving Feedback (cont.)
When receiving feedback from others . . .
Ask questions
Use encouraging statements
Paraphrase
Reward feedback
Microsoft Image
Follow-up
Copyright © 2005 Wadsworth
25
Chapter 1 - Communication Process
Giving Feedback
When giving feedback to others, make sure it . . .
Is directed toward behavior (not person)
Uses descriptive language (not evaluative)
Involves sharing (not giving advice)
Includes limited information
Allows for face-saving
Copyright © 2005 Wadsworth
Microsoft Image
Is immediate & well-timed
26
Chapter 1 - Communication Process
Communication Model
Environment . . .
Environment
Stimulus;
Motivation
Stimulus;
Motivation
Encoding
(Code;
channel)
Person
A
(Feedback)
Person
B
Decoding
(Code;
channel)
Encoding
Decoding
Frame of Reference
Frame of Reference
Environment
Copyright © 2005 Wadsworth
27
Chapter 1 - Communication Process
Communication Model
Noise (internal and external) . . .
Environment
Stimulus;
Motivation
Internal External Internal
noise noise
noise
Encoding
(Code;
channel)
Person
A
(Feedback)
Person
B
Decoding
(Code;
channel)
Encoding
Frame of Reference
Noise
Stimulus;
Motivation
Decoding
Frame of Reference
Environment
Copyright © 2005 Wadsworth
28
Chapter 1 - Communication Process
Awareness Check
Communicator Quiz . . .
. . . Check
answers at
back of book
Copyright © 2005 Wadsworth
29
Chapter 1 - Communication Process
Ethics Defined
Copyright © 2005 Wadsworth
Microsoft Image
Microsoft Image
“Ethics…are the standards by
which behaviors are evaluated for
their morality; their rightness or
wrongness.”
30
Chapter 1 - Communication Process
Communication Ethics
Basic ethics principles . . .
Avoid intentional deception
Avoid communication that harms others
Avoid treating members unfairly
Winner
Copyright © 2005 Wadsworth
31
Chapter 1 - Communication Process
Ethics Traps
Which ones tempt you?
Trap of necessity
Trap of end justifies the means
Trap of rationalization
Trap of self-deception
Microsoft Image
Trap of relative filth
Copyright © 2005 Wadsworth
32
Chapter Review:
Identify the communication elements (and their impact) in this CNN video . . .
Chapter 1 - Communication Process
The End
Copyright © 2005 Wadsworth
34