The Foundation of Communication

Objectives

What you will learn:

1. The definition of communication.
2. To be able to identify three communication methods.
3. The nature and importance of good communication method selection.

Introduction

Good communication skills are sought after by employers in almost all areas of work. When, and how, you communicate affects your behaviour as well as that of others. Therefore, communicating effectively in your professional and personal life helps you develop better organisational performance in your job and relationships. The art form of communication is hard work and something that is not necessarily inherent: it does not come naturally to most people (Kossen, Kiernan & Lawrence 2013, p. 7).

Studies maintain that up to 70% of business communication is ineffective in achieving its intended purpose. This suggests that communication is not as easy as it might seem and quite often a skill that is overlooked. It requires professional development and should be addressed in the workplace to achieve better organisational performance (de Janasz 2012, p. 152).

Communication takes practice and skill; and, at times, a lot of energy to do well. For this reason, developing effective communication skills is important because if you have a high degree of proficiency in communicating with people, you are more likely to succeed in all aspects of life.

What Is Communication?

Communication can be defined as the process of transmitting messages to create shared meaning. It may be likened to the rope that keeps the organisation or business tied together or the essence of the organisation’s operations. It is one of the most valuable commodities in a business environment because a number of stakeholders are involved; like the manager, employees and customers who are continually interacting and sending messages to each other (Greenberg & Baron 1997, p. 289).

The function of communication is to inform, persuade and promote goodwill with those inside and outside the workplace. For this reason, being able to communicate well is a skill that employers require of their staff across a broad range of occupations. Employees are required to be able to be to:

• Communicate with people from different backgrounds.
  Organise ideas and information into knowledge for use by self and others.
• Express and present ideas and information accurately and persuasively.
• Listen to understand others and take actions based on that understanding.
• Use communication technologies efficiently and effectively.
• Communicate professionally and ethically.

Facts

• Communication is a complex phenomenon.
• Many people find actual face-to-face communication difficult.
• People require not only technical competence but also the ability to communicate well.
• Individuals can fail at work because they do not relate to other people well.
• Workplace communication failure is a significant issue for organisations, with major consequences.

(Adapted from Tuck 2014)

Communication Methods

Communication consist of three main types:

• Verbal/oral
• Written
• Non-verbal

Verbal/Oral Communication

Verbal communication is what occurs between two or more people in the form of spoken words. Quite often it is used when the information is important and a consensus with one or more people is required. It might also be an effective method when the content of the information could easily be misconstrued or the information being conveyed requires not only an explanation but emotion. Oral communication provides the platform for an automatic two-way exchange to occur because it allows both the sender and receiver time to engage with each other. Furthermore, it provides the space for immediate feedback (de Janasz 2012).

Verbal communication could be said to be the most used form of communication. This is because we are constantly using words to verbally inform and communicate with people. This is either face-to-face, over the phone or via video link. In order to communicate well verbally you need to develop your listening as well as your speaking strategies. These two skills are essential for effective communication as you need to take on the role of both speaker and listener. However, it is important to remember that verbal communication may not be the best method to select if the information presented is extensive, as it might lead to information overload, and the participants forgetting the major points that were made during the interaction.

Written Communication

Written communication is used when you have to provide detailed information such as figures and facts and even while giving a presentation. It may take on the form of emails, letters, reports, memos, PowerPoint presentations, and various other documents used within a company. This form of communication is quite often used to provide important information to specific stakeholders which can be sorted, stored for later reference and referred to when required.

Items such as contracts, memos and minutes may also be placed in this category as they are fit for purpose, meaning information can be recorded and documented for future purposes. In some instances it could be argued that written communication in the form of emails, for example, has replaced verbal communication in recent years as it is a faster form of communicating.

Non-Verbal Communication/Body Language

Non-verbal communication is commonly used, but quite often underestimated. Oral and written communication tend to be seen as the most common methods of communication. However, the simple gesture with your hands or expression on your face send valuable messages to the recipient. These non-verbal cues can emphasise the message that is being communicated, or do the opposite and send a mixed message that contradicts the verbal message. For this reason, the power of non-verbal cues and various signals that may be conveyed in conjunction with verbal communication is equally important and needs to be taken into consideration when communicating.

View the following clip and think about the methods of communication and in particular what you may need to practise.

Can you see why it is vital for people in the workplace, and interpersonally, to understand the communication method in order to transmit information successfully?

For more material on non-verbal communication and body language we recommend you review the module below titled 'Non-Verbal Communication: Body Language'.

Conclusion

Why Are Communication Skills So Important?

According to Dwyer (2013, p. 3) effective communication is a matter of choosing not only the right method, but at times using a combination of methods to transmit your message to the relevant person or parties successfully.

Relaying your message is paramount to progressing and in order to do this it is important you understand:

• what your message is
• what audience you are sending it to
• how it will be perceived.

Furthermore, good communicators require a vast range of skills and strategies. Being aware of the processes involved to enable you to evaluate your own and others’ communication styles and competence is the first step to being a good communicator (Kossen, Kiernan & Lawrence 2013, p. 111).

Developing skills in communication is not only important for managerial success, but for success in personal relationships. Communication is a two-way process and when done well is a fluid, evolving process. By understanding that the basic goal of communication is for two people to hold the same picture of an idea or feeling in their separate minds and share its meaning accurately and effectively, you have the key to developing good communication skills.

Communication encompasses most of our lives. Therefore, it could be concluded that it is central to being human and the way in which we experience life. Communication is infinitely complex, yet when all is going well is rarely thought about. Only when communication breaks down and the message is distorted does the importance of selecting the right method or combination of methods of communication become apparent (Kossen, Kiernan & Lawrence, 2013 p. 111).

References

Chadner 2007, Monty Python – Dead Parrot, Monty Python’s Flying Circus 10 October 1969, first aired on television 30 Nov 1969, YouTube video 14 February, viewed 13 July 2017, <https://www.youtube.com/watch?v=4vuW6tQ0218 >.

de Janasz, S, Dowd, K, Schneider, B 2012, Interpersonal skills in organizations, 4th ed., McGraw-Hill, New York, America, pp. 142-154.

Dwyer, J 2013, Communication for business and the professions strategies and skills, Pearson, NSW, Australia.

Greenberg, G, & Baron, RA 1997, Behaviour in organizations, Prentice Hall, New Jersey.

O’Callahan, D 2013, Big Bang Theory on body language, YouTube video, viewed 27 June 2017,< https://www.youtube.com/watch?v=vicuZS0ChYQ >.

Reputagency 2010, A guide to effective communication, YouTube video, 5 October, viewed 27 June 2017,< https://www.youtube.com/watch?v=JwjAAgGi-90 >.

Tuck, P 2014, A failure to communicate, Training Journal 1 March, viewed 27 June 2017,< https://www.trainingjournal.com/articles/feature/failure-communicate >.

Tutorialspoint: Simply Learning 2017, Communication methods, viewed 23 June 2017,< https://www.tutorialspoint.com/management_concepts /communication_methods.htm >.

Developed for the Practice and Portfolio Program for the Associate Degrees, University College, Melissa Finnen, October 2017.