TOPIC 1:

INTRODUCTION TO
COMMUNICATION
 Contents of Topic 1
What is communication
Main elements of communication process
Difference between oral and written
communication
Basic tips on writing
Pitfall to avoid in written communication
 What is Communication?
Communication is a learned skill
Not all can communicate well unless they make
special efforts to develop and refine this skill
further
Communication: the act of giving, receiving or
exchanging information, ideas and opinions so that
the “message” is completely understood by both
parties.
Communication process involves a sender who
speaks or sends a message, and a receiver who
listens or receives the message.
Figure 1.1: Communication process
 Elements of Communication
The sender sends a message with a certain intention
in mind; the receiver message tries to understand
and interpret the message
The receiver then gives feedback to the sender who
in turn interprets the feedback.
This communication process is repeated
continuously
Major elements: a sender, message, channel,
receiver, feedback, context.
It involves a speaker’s intention to convey a
message and a listener’s reception of what has
been said
 Elements of Communication
To get the message across accurately, consider
three things:
◦ the message
◦ the audience or receiver
◦ how the message is likely to be received
A message is considered successfully
communicated when both the sender and the
receiver perceive and understand the message in
the same way
 Factors Affecting Communication
1. Status/role: the sender and receiver may have
equal status within a hierarchy (managers in
organization) or they are at different levels
(manager–employee)
2. Cultural differences: can be within or outside the
organization (inter department dealings;
communication with outside organisation)
3. Choice of communication channels: sending
message via inappropriate channels can send out
wrong signals and end up creating confusion
 Factors Affecting Communication
4. Length of communication: is the message too long
or too brief?
5. Use of language: poor choice of words, weak
sentence structure or inappropriate punctuation
can hamper communication
6. Disabilities: due to impaired sight, dyslexia and
poor mental health
7. Known or unknown receiver: a known receiver
may be able to understand the message as both of
you have common experiences; an unknown
receiver may require more information and time to
decode the message
 Factors Affecting Communication
8. Individual perceptions/attitudes/ personalities:
consider the receiver’s personality traits, age and
preferred style (the elderly; children; young adults)
9. Atmosphere/noise/distraction: the surrounding can
pose as barriers to effective communication
10. Clarity of message: is the message conveyed in a
clear or ambiguous manner?
11. Lack of feedback: feedback is important as it
enables confirmation of understanding by both
parties
 Defining Written Communication
Communication can be oral or in written form
Oral communication: conveying ideas, thoughts or
information via a spoken language
Written communication:
information is exchanged using written symbols
via words and sentences
the sharing and exchanging of written symbols
between individuals or groups
the presentation of ideas in a coherent manner in
written form
can take place via letters, faxes, email, reports,
memos, and advertisements
 Why Written Communication?
Written messages can be read again and again. It is
useful for research purposes where you need to build
up on existing pools of knowledge
Information can be stored and transferred without
relying on memory
Written document helps you to keep abreast on the
development of a project
It serves as a form of acknowledgement or
verification – proof that something has been done
Documenting work helps to clarify thoughts and
thinking processes as it allows readers to consider
things slowly at their own pace
 Tips on Written Communication
Writing is a complex process
no short cut to being a good writer
to write well, you need to read extensively
(books, magazines, websites, newspapers,
newsletters and others)
Do not be overly concerned with grammar and
spelling when you first start writing
you can fix those later
what is important is to put your thoughts down
on paper first
 The Writing Process – 3 Stages
1. Planning
Plan what you want to write
List down all points and arrange them in a logical
and suitable sequence
2. Writing
Pre-writing stage: gather all information to ensure
there is enough substance in your writing
Start writing in simple and plain English, then move
to something more abstract and expressive
Adopt a plain, straightforward style as this makes
your work easy to understand and reduces
misunderstanding
3. Editing
Check for grammatical errors and ensure that there
is smooth language flow
 Pitfalls to Avoid
1. Confusing language
It refers to words that mislead the reader and cause
communication breakdown
Avoid words which are ambiguous, bombastic,
vague, sexist, exaggerated
2. Verbosity
It means the use of too many words which
interferes with understanding
Ex: The rugby ball flew all way up, over the centre
field. (OK)
The rugby ball sailed to the centre field.
(BETTER)
 Pitfalls to Avoid
3. Poor sentence structure
It often leads to fragmented writing and choppy
sentences that impede understanding
Keep sentences short and concise to ensure they
are correct, logical and easy to understand
4. Information overload
It means giving so much information till the reader
feels overwhelmed and confused
Decide on the type of information required to
produce a clear, concise and relevant piece of written
work
 Challenges in Written Communication
1. New Technologies
 Technology makes writing memos, reports, letters and
proposals becomes easier by providing tools to check and
correct misspelling and grammar; but they are not foolproof
2. When Others Fail to Respond
 People may not respond because of the following reasons:
They have poor writing skills (language deficiencies)
Too much information in the text/message
Too many grammatical errors and mistakes
Barriers between the sender and receiver (cultural, status,
role)
Message is not clear or precise
Wrong choice of delivery channel/ format
Past experiences (e.g. treatment received)
Documents not structured, messy or not laid out well
 Challenges in Written Communication
3. Asking the Right Questions
 If a channel of communication is blocked, re-evaluate the
situation by asking:
Where did it go wrong?
Why was the message not understood by the receiver?
Was the timing bad?
Did I use the correct channel to deliver the message?
Are there many errors or mistakes in the document?
 Make sure you provide the following:
A clear indication of your purpose
Accurate and objective information
Appropriate headings and sub-headings
A suitable order of information
Concise and precise instructions
Desired action clearly spelled out