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The Communication
Process
Name: Mo’ath W. Salamah
Mohammed
Nawaf
Group: 6
Subject: Conflict Management
Date: 26/11/2011
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The Communication Process :
Communication is the process of sharing our ideas, thoughts and feelings
with other people and having those ideas, thoughts and feelings understood by
the people we are talking with. When we communicate we speak, listen and
observe. The way we communicate is a learned style. As children we learn from
watching our parents and other adults communicate. As an adult we can learn to
improve the way we communicate by observing others who communicate
effectively, learning new skills and practicing those skills.
The process of communication may be analyzed in steps. A message flows
through the following steps or sub process: The source, encoding, the channel,
decoding and the receiver (Berol 1960). The source is the person originating the
message. That person encodes it – structures it according to his or her
understanding. The channel is the medium through which the message is sent.
Decoding is the receiver’s interpretation and understanding the message.
Communication Process and the Key Elements: The Communication
Process breaks down effective communication into the following steps: A.
Sender – The communicator or sender is the person who is sending the message.
There are two factors that will determine how effective the communicator will
be. The first factor is the communicator’s attitude. It must be positive. The
second factor is the communicator’s selection of meaningful symbols, or
selecting the right symbols depending on your audience and the right
environment. Talk about a few wrong examples.
Question: Name some of the ways we communicate. Anticipated Responses: —
Talking, speaking
—Writing
—Pictures, symbols, diagrams, charts, etc.
B. Message – A communication in writing, in speech, or by signals
C. Receiver – The receiver is simply the person receiving the message, making
sense of it, or understanding and translating it into meaning. Now think about
this for a moment: the receiver is also a communicator. How can that be? (When
receiver responds, he is then the communicator.) Communication is only
successful when the reaction of the receiver is that which the communicator
intended. Effective communication takes place with shared meaning and
understanding.
D. Feedback – Feedback is that reaction I just mentioned. It can be a verbal or
nonverbal reaction or response. It can be external feedback (some- thing we see)
or internal feedback (something we can’t see), like self-examination. It’s the
feedback that allows the communicator to adjust his message and be more
effective. Without feedback, there would be no way of knowing if meaning had
been shared or if understanding had taken place.
Discuss that communication is a two-way process. The information goes out to a
person on the other end. There is a sender and a receiver. Simply put, effective
communication is getting your message across to the receiver. It is the sender’s
responsibility to make sure that the receiver gets the message and that the
message received is the one sent.
Communicating is not an isolated series of one skill, it involves several skills. For
example, speaking involves not only getting your message across but also being
able to listen and understand what others are saying (active listening) and
observing the verbal and nonverbal clues in order to monitor the effectiveness of
your message.
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Rules For Effective Speaking In Negotiation:
These are the general guidelines.
From the Text Book: Conflict Management by Barbara A. Buda Corvette Page
88-89
1. Do not answer a question if you are not prepared, it will cause you to lose
yourself.
2. Do not answer a question that was not asked; unless it will help the
process of mutual understanding, if it would make a problem then don’t
bother with that.
3. Do not be afraid to answer a question with a question
for example: do you agree with this?
And you reply back to the person
do you?
4. Do not answer a question if the timing does not suit your strategy, but
promise to answer it later, if someone asks you a question that is completely
out of the subject and if you answer it you would lose what you are trying to
persuade so you just tell the person that you will let that for later.
5. Do not ask a question that will trigger the reciprocal question back to you,
and it’ll make you feel embarrassed.
6. After you ask a question, listen to the answer clearly so that you don’t ask
him the same question and embarrass yourself.
7. From time to time ask a couple of questions that you already know the
answer to in order to the test the others veracity.
8. Summarize what you explained to the other person to say.
9. State what you are trying to explain for the other people.
10. Never be offensive and be respectful.
11. If you are in a position to agree, only use conditional statements and
hypotheticals.
12. Only use common words never say anything just to show off.
13. Do not be afraid of appearing dumb.
14. Do not be afraid to be silent, it is okay if you do not open your mouth to
say anything at all.
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Rules For Effective Listening In Negotiation:
From the Text Book: Conflict Management by Barbara A. Buda Corvette Page
88
1. You should always talk less and listen more.
2. Always seek new information from sources.
3. Listen to the person talking and keep your focus with the other person
because you think you know what he or she is going to say.
4. Do not stop listening to a person talking in order to remember what you
want to reply next.
5. Never pretend that you know what the other persons talking about.
6. Do not interrupt.
7. If you do not understand, say so.
8. Always show interest, nod or smile.
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Filtering :
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The principle of filtering is about knowing who you are and what type of
personality that the person you are dealing with has.
Knowing who you are means that the person should be aware of how he
deal with things and in which way.
There are two basic rules in filtering: 1- know your biases, tendencies and
allow for them. 2- Listen and speak to the other in his language.
To improve your filtering skills is to recognize how you interact, how you
react with the opposites, and how your opposites react to you.
Filtering is negotiating skill which we use it to resolve a conflict caused by
personality differences during the negotiation.
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Examples of filtering skills:
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I am an introvert, I get angry when someone states the obvious or repeat
what already has been said, I need to be patient when negotiating with
people who do this, because they don’t think like me.
I am as intuitive, I am impatient with details and I cant stand when
negotiating with a sensor, because details are important to him, in order
to get through a sensor, I must present details.
I am a sensor, I cant anger people when interrupt to insert or correct a
fact, when negotiating with an intuitive, I must remember that we have to
discuss more than details, we must discuss goals and board issues.