ExpertCommunicating in Business
Learning outcomes
- Understand the communication process and identify barriers.
- Select appropriate communication channels for different messages.
The Communication Process
Communication is the transfer of meaning. The cycle is:
- Sender: Has an idea.
- Encoding: Translates the idea into words/symbols.
- Channel: Chooses the medium (email, face-to-face).
- Decoding: The receiver interprets the message.
- Receiver: Understands the idea.
- Feedback: Confirms understanding.
In the communication process, what does 'Decoding' refer to?
Feedback is Crucial
Without feedback (e.g., the receiver saying 'Yes, I understand, I will do X'), the sender has no idea if the communication was successful. One-way communication is highly prone to error.
Barriers to Communication
- Jargon: Using technical terms the receiver doesn't understand.
- Filtering: A subordinate only telling the boss 'good news' and hiding the bad news.
- Noise: Physical (loud machinery) or psychological (the receiver is stressed and not listening).
An IT manager tells the marketing team: 'The server's DNS routing table is corrupted due to a DDoS attack on the subnet.' The marketing team has no idea what this means. What is the barrier to communication here?
Exam Focus
You must be able to choose the right channel. If you are firing someone, an email is inappropriate (too cold, no immediate feedback). It must be face-to-face.
What is 'Filtering' in the context of business communication?
Which communication channel is considered the 'richest' (able to convey the most information, including tone and body language)?
A manager sends out a 50-page report detailing every minor expense for the year to the board of directors, who only wanted a 1-page summary. The board ignores the report. What is the barrier here?
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