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Communication

Theory

Mutiara Budi Azhar, Dr., SU., MMedSc


Faculty of Medicine Sriwijaya University
Effective
I. Introduction
Effective
Communicator:
Communicator: Understands what needs to
be communicated and the
best way to deliver it;
develops strategies to
influence and build
relationships to gain the
respect and trust of others
by adjusting the style and
method of communication
to specific audiences.
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Introduction
Definition-1

Communication is the process of


exchanging information.
Information is conveyed as words, tone
of voice, and body language.
Words account for 7 percent of the
information communicated. Vocal tone
accounts for 55 percent and body
language accounts for 38 percent.

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Introduction - Definition-2

Interpersonal communication is the


process that we use to communicate our
ideas, thoughts, and feelings to another
person.
Intra-team communication is a process
through which team members
communicate with one another.

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Introduction

To be effective communicators, team


members must be aware of these forms
(words, vocal tone, and body language),
how to use them effectively, and
barriers to the communications process.

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Introduction (cont.)

People in organizations typically spend


over 75% of their time in an interpersonal
situation.
Thus, it is no surprise to find that at the root
of a large number of organizational
problems is poor communications.
Effective communication is an essential
component of organizational success whether it is
at the interpersonal, inter-group, intra-group,
organizational, or external levels.

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II
THE COMMUNICATION PROCESS

All of us have been


communicating with others
since our infancy.

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The sender-message-channel-
receiver model

The SMCR model describes the


communication process. The model is
described pictorially below.

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Fig. SMCR Model

Sender Message Channel Receiver

Feed forward and Feedback

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The Communication Process (cont.)-3

encoded
Message decode by receiver message
to be sent some error some error received
likely likely

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SMCR- The Message

1. The Message
The message has three components:
Content, Context, Treatment

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SMCR model The Message - content

Content is simply communicating what


you desire to communicate.
Don Miguel Ruiz, author of The Four
Agreements, would ask, Are you being
impeccable with your words?
Sometimes, in our enthusiasm to speak,
we do not think about what we are
saying.

Note: impeccable = cannot be faulted, excellent, perfect.

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SMCR model The Message - context

Context involves adapting your


presentation of the content to your
audience.
If you are speaking to a linear thinker, do
not add a lot of fluff to your dialogue. If
you are speaking to a person who wants to
understand the whole picture, add more
detail to the context presentation.
Note: fluff: material

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SMCR model The Message - Treatment

Treatment is the arrangement or


ordering of the content by the
speaker.
The treatment directly supports the
context and content of the message.

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2. The Sender

The sender has to be aware of six variables


when communicating with another person:
Senders communication skills
Senders attitudes
Senders knowledge level
Senders social position
Senders culture
Feedback received by sender

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3. The Channel

There are two types of channels: Sensory


Channels and Institutional Channels.
Sensory channels are based on the five
senses of sight, sound, touch, smell, and
taste. Social scientists have found the
sender is more likely to gain the receivers
attention if the sender uses two or more
sensory channels to send information.

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The Channel-cont.
.

Institutional
channels are the chosen
methods of disseminating information
face-to-face conversation, printed
materials, and electronic media.

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4. The Receiver

The receiver of the information has to use


the same skill set as the sender (The six
variables).
The receiver has an additional variable:
credibility of the speaker. If the receiver
perceives the sender as credible,
objective, and having expertise in the topic
being discussed, then the receiver is more
likely to accept the message being sent.
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The Receiver (Cont.)3

Remember the goal of communication is


for the receiver to accept an accurate
message from the sender.
This does not mean the receiver will
agree with the message, rather that the
receiver accurately understands the
message.

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The Receiver (Cont.4)

The receiver accepts a message through


attention and comprehension.
Attention is tuning in to the message
being sent, and comprehension involves
understanding the message and
accepting or rejecting it.
Accepting a message involves both a
cognitive acceptance of the message
and an affective acceptance of the
message
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The Communication Process potential Errors

At each step in the communication


process there is major potential for error.
There is usually a 40-60% loss of meaning
in the transmission of messages from
sender to receiver.
In many situations a lot of the true
message is lost and the message that is
heard is often far different than the one
intended.

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The Communication Process (cont.)-5

This is most
obvious in cross-
cultural situations
where language is
an issue. But it is
also common
among people of
the same culture.

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III. Barriers to Effective
Communication

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Barriers to Effective Communication

There are a wide


number of sources
of noise or
interference that
can enter into the
communication
process.
The following
suggests a
number of sources
of noise:
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Barriers to Effective language

1. Language
2. defensiveness, distorted perceptions,
guilt, project, transference, distortions
from the past
3. misreading of body language, tone and
other non-verbal forms of communication
(see section below)
4. noisy transmission (unreliable
messages, inconsistency)
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Barriers to Effective (cont)-6

5. receiver distortion: selective hearing,


ignoring non-verbal cues
6. power struggles
7. self-fulfilling assumptions
8. language-different levels of meaning

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Barriers to Effective (cont)-7

10. Assumptions - eg. assuming others see


situation same as you, has same
feelings as you
11. Distrusted source, erroneous
translation, value judgment, state of mind
of two people
12. Perceptual Biases:
People attend to stimuli in the
environment in very different ways.
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Barriers to Effective Interpersonal relationship (cont)-10

13. Interpersonal Relationships


14. Cultural Differences

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Reading Nonverbal Communication Cues (cont.)-3

Nonverbal communication is made up of


the following parts:
Visual

Tactile
Vocal

Use of time, space, and image

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Developing Communication Skills:

Listening Skills!!!

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Ten Ways to Improve Your
Communication Skills
1. Develop your voice
2. Slow down
3. Animate your voice
4. Enunciate your words
5. Use appropriate volume
6. Pronounce your words correctly
7. Use the right words
8. Make eye contact
9. Use gestures
10. Dont send mixed messages
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Thank you very much for your kind
attention

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References

1. http://web.cba.neu.edu/~ewertheim/interper/commun.htm#introd,
July 23, 2006
2. http://www.foundationcoalition.org, July 23, 2006.
3. http://
hwebbjr.typepad.com/openloops/2005/05/ten_ways_to_imphtml
4. Printed from the Technical Editor's Eyrie,
http://www.jeanweber.com/

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