BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
Chapter 1:
Communication Concepts
Communication Defined

What is communication?

…the process of sending and receiving messages

Shared understanding is the key to effective communication
Communication Process Model

Communication process model breaks down communication
into parts
Message
Decode
s
Encode
s
Sender/
Receiver
Decodes
Receiver
/ Sender
Feedback
Encode
s
Communication Process Model

Sender: originates a communication message

Receiver: destination of the communication

Encoding: sender changes thoughts into symbols

Decoding: receiver assigns meaning to symbols
Communication Process Model

Message: idea, thought, feeling or opinion to be communicated (clear
or unclear)
Ebru Inanc
63 223 Business Communication I
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT


Channel: medium through which the message travels from sender to
receiver
Feedback: receiver’s response to the message/indicates the message
is seen, heard and understood
Communication Process Model

Sender (Encoder)





Initiates the communication
If both good and bad news will be given, the good news should be
given first
If both a simple and a complex message will be given, the simple
one should be given first
Message
Verbal (part of the message that is heard) and nonverbal (body
language and the surrounding environment)


Channel
Means used to convey the message
a. Immediate feedback
Oral communication
b. Other party may not understand
verbal channels
c. Other party may be reluctant
verbal channels
d. Need to document the communication
written channels
e. Message should have detailed accuracy
written channels
f. Message must be delivered to many people
written channels
Types of channels within an organisation
a. Downward Channels: passing information from superior to
•
•
•
•
subordinate to;
give job instructions
bring about understanding of the job
provide information about procedures
provide feedback about performances of subordinates
Ebru Inanc
63 223 Business Communication I
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
b. Upward Channels: provides subordinates to convey information to
•
•
their superiors to;
gain feedback and learn about problems that affect efficiency,
evaluate employee attitudes and perceptions
c. Lateral Channels: conveying information between individuals and
units on the same hierarchical level for;
• the coordination of tasks
• sharing of information,
• problem solving
• conflict resolution
This type of communication is persuasive and suggestive rather than
directive or authoritative
d. Informal Channels: grapevine
Single-strand: Each person recieves information from one person and
passes it on to one more
Gossip: one individual passes the news to all others
Probability: Information is passed on randomly
Cluster: Channel members selectively choose their informal
communication links

COMMUNICATION PRINCIPLES
Communication occurs within a context (when, where, why
and with whom)
 Chronological context: time a which communication occurs


Physical context: location or setting of your communication
Functional context: purpose of the communication
Practical: job, apartment, health and safety
Social: establish connections, building ties
Decision-making: how to dress for the weather, where to live




Relational context: person(s) with whom you communicate and
your relationship

Cultural context: race, ethnicity, gender, age, sexual preference,
disabilities, etc.
Ebru Inanc
63 223 Business Communication I
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT

Communication is unavoidable

Try to not communicate

Intrapersonal: internal monologue that judges, comments, worries,
dreams and analyzes.

Communication occurs at different levels






Opinion talk: riskier than the other levels; you open yourself up to
criticism and disagreements can lead into conflict
Feelings talk: most challenging because you expose parts of your
inner self
Communication requires ethical choices





No two relationships are alike
Small talk: establish contact with others and build rapport
Information talk: hobbies and interests, likes and dislikes, personal
preferences
Freedom of speech doesn’t mean you can say anything you please.
Words can nurture, resolve misunderstandings or create intimacy
Words can strain relationships, destroy trust or land you in jail
Plagiarism, falsify records, harassment, etc.
Communication has its limitations




Communication cannot solve all your interpersonal problems.
Many other skills are needed (for ex. Flexibility, forgiveness, open to change).
Other factors threaten stability of relationships
Workplace relationships can be demanding.
Ebru Inanc
63 223 Business Communication I
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
Communication Barriers

Internal Noise






External Noise




Occurs outside the sender and receiver
Can be easier to control than internal noise
Includes technology
Semantic Noise




Occurs inside the sender and receiver
Beliefs and values
Faulty assumptions can lead to emotion
Trigger or hot button words can evoke emotion
Defensiveness
Occurs when the receiver doesn’t understand a word or gesture
Can happen with different cultures
Technicians using jargon with laypeople
Gaps








Results from people being different
Gender
Age
Ethnicity
Race
Status
Sexual orientation
Generation
Barriers to Communication / Problems caused by the sender








The amount of information the individual has about the subject of the
message
Not much information
Too much knowledge
Indecission regarding how to present the information
The order of the presentation
Lack of familiarity with the audience
Emotional conflict
Lack of experience in speaking or writing
Ebru Inanc
63 223 Business Communication I
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
Barriers to Communication / Problems in transmission
 Illegible material as a result of poor typing, poor photocopying, poor
handwriting
 Poor acustics
 Use of too many transmission links
 Transmission of conflicting messages
Barriers to Communication / Problems in reception
 The surrounding environment
 Receiver’s physical condition
 Receiver’s failure to pay attention to the message
–
–
Simultaneous receipt of two or more messages
Receiver is bored
Barriers to Communication / Problems in receiver
comprehension
 Receiver may not understand some of the words used
 Personal interests
 Emotional responses
Dealing with communication barriers
 Focus on the objective
 Unserstand the other party
 Be organized
 Seek feedback
 Know yourself
Communication and Technology
 iPods
 Information at students’ convenience
 Need for computer literacy
 Less connected
 Need for balance
Ebru Inanc
63 223 Business Communication I