DEFINING COMMUNICATION

1
DEFINING COMMUNICATION
SENDER
RECEIVER
MESSAGE

• THE STEPS IN THIS PROCESS ARE
• The sender has an idea
• The sender encodes that idea into symbols that
  become messages
• The receiver, on receiving the message, decodes
  and responds to it
• The sender receives feedback to illustrate how
  the message has been received

2
Communication with Feedback
Medium
Encoder
Decoder
Interference
Sender
Receiver
Feedback
3
Types of Communication

• Letters, memos, reports
• Telephone
• Electronic faxes, E-Mail, Tele conferencing
• Conversation
• Meetings
• Observing
• listening

4
Forms of Communication
5
Feedback
Any reply to a message is called feedback You
give feedback through questioning, testing and
discussing Verbal feedback can be positive
however non-verbal communication may be negative.

• What makes a good communicator
• They provide positive feedback.
• They listen carefully and ask questions to
  clarify what the message is.
• They also have empathy, thinking from the other
  persons point of view
• They will encourage the speaker to provide more
  detail.
• They are clear in expressing their own point of
  view and position without dominating the
  conversation.

6
Feedback
Any reply to a message is called feedback You
give feedback through questioning, testing and
discussing Verbal feedback can be positive
however non-verbal communication may be negative.

• What makes a poor communication
• Negative feedback leading to communication
  breakdown
• Usually patronising
• Giving advice when not needed
• Attacking other peoples personality

• Main aim of any message should be to
• Get the desired result on time
• Have an exchange of ideas and information
• Reach agreement or get cooperation
• Establish a relationship between sender and
  receiver so each know where each other stands.

7
Quality Assurance Feedback
Many organisations have a quality assurance
program in place working to continually improve
all products services

• Quality Assurance and Feedback
• A quality Assurance program works to develop and
  maintain
• Consistency in its policy procedures
• High quality of service and product
• High quality of client service- listening to
  clients needs and constantly improving

Summary of Feedback used in the
workplace Constructive feedback information
that helps people decide whether their
performance has been effective Positive Feedback
information that reinforces desired behaviour
encourages a repeat of that performance. Negative
Feedback information that discourages a repeat
of that performance by indicating that it did not
have the intended effect
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