Download Communication between clients and technicians

Communication Theory
November 2011,
Alex Righolt
Introduction
This very short presentation introduces:
Special words used in Communication
theory.
 Parts of communication.
 Types of communication.

Definition of “Communication”.
Communication is the activity of
exchanging meaningful information and
ideas.
 Communication is the key factor in the
success of any organization.

Elements
Communication requires a Source, a
Channel, a Message, and a Receiver
Elements




An information source, which produces a message.
A channel, to which signals are adapted for transmission.
A message, that contains the information or idea.
A receiver, which reconstructs the message from the signal.
Elements
Also used are:
 Sender instead of Source.
 Medium for Channel.
Timing and Place



Sending and receiving may happen at the same
time and place.
They may also happen at different times and
places.
The communication process is complete once
the receiver has understood the message of the
sender.
Types of communication
Types of communication are:
 Oral
 Written
 Non-verbal
Types of communication
Oral communication is
spoken communication.
 Examples: discussion,
speeches, presentations,
interpersonal
communication.

Types of communication
Written communication is
an exchange of information
in the form of written text
 Examples: letters, email.

Types of communication



Nonverbal communication is an exchange of
information in the form of non-word messages.
The majority of our communication is non verbal,
also known as body language.
Examples: gesture, body language or posture;
facial expression and eye
contact, object communication
such as clothing, hairstyles,
and tone of voice.
Communication problems and
solutions




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The sender is unclear
The medium distorts the message
The message is unclear
The receiver doesn’t pay attention
… and many others
Communication problems and
solutions
The sender should:
 Understand the information needs of the
receiver.
 Understand the cultural background, gender
and other individual characteristics of the
receiver.
 Understand the Receiver’s Knowledge of the
Subject.
 Use clear language, use understandable words.
Communication problems and
solutions
The medium should:
 Pass on the message without changing it.
 Be available when needed
Communication problems and
solutions
The message should:
 Contain everything needed so that the receiver
understands what the sender meant
 Contain redundancy. When part of the
message is distorted or missing, extra
information keeps the message clear.
Communication problems and
solutions
The receiver should:
 Be available and alert.
 Confirm receiving the message, or parts of the
message.
 Give feedback to improve quality of the
communication.
Communication Theory
The end