Communication is the Key to Success!

Communication is the glue that holds organizations together.

Communication assists employees to accomplish personal and company goals, respond to organizational change, organize commercial activities, and participate in every relevant activity. As important as communication is, breakdowns in communication are pervasive.

"I know you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant."

When communication is less than it should be, the organization will not be what it can be. Communication within a company is unavoidable, but effective communication is.

WHAT IS COMMUNICATION?


Effective communication is the result of a common understanding between the communicator and the receiver. The definition of communication is the transition of information and understanding through the use of common symbols from one person or group to another. The symbols may be verbal or nonverbal. The basic model developed by Shannon-Weaver and Schramm includes the elements of a communicator, encoder, message, medium, decoder/receiver, feedback, and noise. The elements of this model represents the components of each monologue or conversation verbal or written. 

Communicator

The employer or employee with an idea, intention, information, or purpose for communication. This person is the initiator of the communication process.

Message

Messages are either intended or unintended. Intended messages are the ideas or information the communicator wants to deliver to the receiver with the purpose of delivering information, instruction, or receiving feedback. Unintended messages are given by other means like non-verbal cues, by how it was said, when it was said, or by what was not said. 

Medium

The medium is how the message is carried; face to face, inter-office memo, email, voice mail, policy statements, etc. The medium depends upon the purpose and importance of the message.

Decoder/Receiver

To complete the communication process, the receiver must decode the message. "Decode" is a term for the receiver's thought process regarding the message. More than once after reading a message from someone, I asked myself, "What do they exactly mean?" Decoding involves interpretation. Receivers interpret the message in light of what their previous understanding is, what company policy states, and prior communications with the receiver.

Feedback

All good communication is two-way and allows for feedback. One-way communication allows for distortion. A distorted message is not good communication. There are many ways for feedback to occur and it depends upon the medium.

Noise

Noise, in communication, is anything that distorts the intended meaning of the communicator's message and can occur in every element. The communicator may not have a clear idea of what they want to communication and an unclear message is noise. Improper encoding brings noise. The use of improper mediums brings noise. The receiver's bias, opinions, and experience may improperly decode the message. Noise is why feedback is very important.

Information Richness

Information richness is a term used to describe the amount of information that can be communicated in an effective manner. A medium that enables high richness such as face-to-face, is more likely to result in common understanding between individuals or groups when compared to a low richness medium such as a group email. The highest richness allows for instant feedback to address possible noise.

High Richness

• Face to face (very high)
• Telephone, video conference
• Instant Messages

Low Richness

• Memos
• Letters
• email
• voice mail

Very Low Richness

• Group email
• Reports
• Flyers
• Bulletins

The key to effective communication is threefold. First, every party involved in the communication process must be committed to having a common understanding. This means that superiors need to strive to understand their subordinates and that subordinates should strive to understand their superiors.

Second, each element of the communication process (outlined above) should be understood and every communicator and receiver develop their communication skills. 

Third, and most important is good feedback. Feedback is important. If you are in the role of receiver, you should ask questions until there is mutual understanding. If you are in the role of communicator, you should get the receiver to repeat back to you their understanding of what has been received. Feedback is important regardless of the medium used.

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