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COMMUNICATION - BASICS
In order to do anything at all by any group of people, it is communication that is the most primary requirement, before any kind of interaction can be contemplated, or as to how anything can be done better by the group! We would have been helpless if there was no easy medium to convey our thoughts to each other, since sign language or demonstration has very serious limitations, and unless supplemented with supportive communication system, we can learn or teach very little in our limited lifetime! It requires not only well spoken or written language, but also the wider support of both the audio and visual medium, and/or often by actually performing an activity under guidance, using touch and contact to supplement or enhance the process or skill - ideally requiring a balanced combination of use of all the senses and the application of the mind to communicate effectively. While we may take the use of good language and clarity as the means for conveying any communication for granted, we often neglect to give due consideration to other parameters and principles to enhance & strengthen the process.
Whether it is a management activity, or in our daily personal work, we have to learn the art and the science of effective communication, so that whatever is intended to be conveyed reaches the receiver with minimum distortion or ambiguity, in as clear and logical manner as contemplated by the sender - even if it is an argument or a disagreement. This article is intended to aid in improving the communication process through better understanding of the basic principles and factors.
It must be realized that spoken words often do not necessarily mean the same thing to each and everyone, and also gets influenced by the listeners understanding of the language, their own experiences, beliefs, prejudices, attitudes etc. and are therefore interpreted differently even if they have been very well expressed. The verbal communication process also depends heavily on the tone & intensity of the voice, and the supportive or otherwise, gestures, facial expressions or body language of the communicator - which is known as the verbal and non-verbal communication. The communication becomes less prone to distortion if one uses simple everyday language, short and logical structure of thoughts and phrases, avoiding jargon and technical terms excessively, and is concise. The key parts need to be stressed, or restated in the summary. Important verbal communication should be checked back by asking the listener to summarize, so that not only it is remembered, but also gets verified for correctness in understanding.
There are many distractions. The receiver is often preoccupied, or is mentally involved with own priorities and is drifting in his attention. A very common habit with many listeners is to mentally compete or start preparing counter arguments to whatever is being stated, instead of first listening carefully! There is also the rejection or filtering out the parts of message that do not readily fit with the listener’s own frame of reference, or at times personal feelings about the speaker, or the subject, which overrides the significance of the message. The effectiveness of the message is consequently reduced with the above mentioned factors. The dynamics of communication plays a very important role in the forcefulness or impact of the message, and the attention given to these factors can result in considerable improvements. The communicator’s ability to overcome the above mentioned barriers amongst the listeners are therefore crucial.
To sum up, the six basic ingredients of the communication process are:
# the environment
# the sender
# the contents of the message
# the receiver/s
# the field of experience of the sender & the receiver/s
# feedback
The listeners interpretation of the message is influenced by the field of experience, which includes expectations, values, beliefs and attitudes, prejudices, hopes, fears & worries or anything else on the mind at that time, besides own experiences which may filter or distort the message, as had been explained earlier.
The tone and quality of speaker's voice is very vital, it may inspire and motivate, or discourage and generate wrong impressions, and is usually a good indicator of human characteristics. Appropriate variations in tone, pitch and inflection of the voice, emphasis on keywords, clarity and fluency of speech assist in influencing the listener positively. Supportive body language is a major aid. Direct eye contact inspires, whilst staring, glaring, downcast or shifty eye focus causes negative reactions. Relaxed, or slightly leaning forward posture, square shoulders and supportive facial expressions also add value to the message, whilst distracting behaviors like finger or foot tapping, fidgeting, yawning, twisting hair or picking ears etc. must be avoided by the speaker.
The effectiveness can be further improved through checking feedback or interaction encouragement by discussions, question & answer sessions, note taking and summary key point’s lists being restated or provided. The listener needs to be able to concentrate, through determination and alertness, and certainly interest, for communication to be effectively received. The physical conditions and environment also play an important role in this process. The time and place chosen to communicate may therefore become important to obtain such kind of attention from the listener. Interruptions (like mobile phones, or other demands etc.), tends to break the flow of thought or ideas and disturb others too, and need to be avoided.
The degree of closeness between the speaker's intention, and the listeners understanding of, or reaction to the message is the EFFECTIVENESS of the communication. The due observance of the above mentioned factors will surely improve the effectiveness of any communication, and satisfy the objectives, or the purpose, of any communication process.
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