MODULE 2--Fundamentals of Effective Communications Flashcards
(13 cards)
What are the most important Aspects of Effective Communication?
The most important aspects of effective communication include:
■ Communication purpose and principles
■ Communication terminology
■ Communication models
■ Potential barriers
Understanding the tools of effective communication will help human resource professionals develop an optimal Total Rewards communication plan.
What is the Communication Purpose?
■ Primary purpose — shared understanding. The purpose of communication is to obtain a shared understanding between the sender and receiver of information. Sending or receiving a memo does not mean communication occurred if the receiver did not understand it.
Communication Terminology and Concepts:
■ Sender
■ Receiver
■ Message
■ Channel
■ Encode
■ Decode
■ Noise
■ Feedback
■ Sphere of experience
■ Sender — person or group of persons with a given purpose for engaging in communication; the sender is often the source of information
■ Receiver — the person or group of persons receiving the communication
■ Message — information being communicated
■ Channel — medium through which the message is transmitted between a sender and a receiver
■ Encode — to express the ideas of the sender into some type of message
■ Decode — to translate the message into understandable language, often attaching meaning to the message
■ Noise — anything that distorts the original message (can be physical or semantic noise)
■ Feedback — a response from the receiver to the sender of the message
■ Sphere of experience — the perceptions, attitudes and prior knowledge each sender and receiver has that shapes both the transmission and the reception of the message
What are the Communication Principles?
Principles
- Interactive — Communication is an interactive process involving both a sender and a receiver, each having the ability to influence communication. There is a critical distinction between a communication activity (sending an email, holding a meeting) and effective communication.
- Mutual and reciprocal — Communication is a two-way process of transferring meaning and creating understanding.
– Whether information has been sent is determined by the sender, not the receiver.
– Whether communication has actually taken place is determined by the receiver, not the sender.
What is the one-Way Communication Model?
Sender—–(Encode)–>[message]–>[Channel]–(Decocde)–>Receiver
————————————NoIsE————————————————————*
■ One-way communication — There is no mechanism for feedback between the sender and receiver.
■ Noise — Noise must be considered when sending messages. Noise can be defined as anything not part of the original message the sender intended to transmit to the receiver. Noise may include job pressures, personal distractions, past experience, time or the environmental setting. Noise can have a strong negative impact on communication.
What is the Circular Models of Communication
[Message]
(Sender) (Receiver)
[Feedback]
Key points represented by circular models:
■ Two-way communication — Reinforces the idea that effective communication should be a two-way process. Simply put, merely sending an email or distributing a memo/company announcement is not necessarily communication.
■ Feedback helps improve the process — Soliciting and receiving feedback from the receiver (or in HR’s case, the employee) is an integral part of communication. Feedback may be used to refine the message being sent, and thereby improve understanding.
Speher of Experience Model
(Sender)——->[Message]—-> (Receiver)
———–Sphere of Influence—————
(Source) (Destination)
This model introduces the concept of “sphere of experience.” Every message source and destination has a frame of reference or an experience level, which shapes both the transmission and the reception of the message.
Key points represented by this model:
■ Importance of considering a receiver’s sphere of experience — A receiver’s experience will directly influence their understanding of the message. HR professionals need to be sensitive to employees’ prior experiences throughout the communication process.
■ For example, imagine an organization is communicating the introduction of a high deductible health plan to replace its traditional health plan. The receivers of the message may have prior experiences with such conversions or already formed opinions about high deductible health plans. Considering the media coverage of how companies are trying to shift more responsibility
for health care costs to employees, employees are constantly exposed to information on the advantages and disadvantages of high deductible health plans. These types of experiences affect employees’ interpretations of the message introducing changes in their health care benefits.
What is Effective Communication?
Effective Communication:
Effective communication:
1. Supports an environment of feedback
2. Is a reciprocal process that involves the receiver and sender
3. Is clearly understood
4. Clarifies and enlightens
5. Encourages desired behavior/action
What are the barriers to Effective Communication?
Potential Barriers to Effective Communication
1. Sphere of experience (previous experience of receiver)
* Experienced discrimination (gender, race, nationality, religion, etc.)
* Target of stereotyping
* Lack of trust
- Noise — some examples of noise or distractions may include:
* Physical noise (loud laughter, yelling, air conditioner, heater, etc.)
* Physiological noise (articulation issue, talking too fast, talking too slow, hearing deficit, etc.)
* Psychological noise (wandering thoughts, work or life pressures, preconceived ideas, etc.)
* In-group language — using terms or acronyms familiar to a specific group of people but not understood by the general audience
* Personal prejudices
* Job pressures
* Busy work cycle
* Recent mergers or acquisitions
* Tight deadlines - Challenges to feedback
* Timeliness of collecting feedback and taking feedback
* Filtering, dismissing or being defensive
- Which best describes the fundamental purpose of communication?
A. Shared understanding between a sender and receiver of information
B. Decreased costs associated with Total Rewards programs
C. Distribution of information
D. Elimination of noise
A. Shared understanding between a sender and receiver of information
- Which statement best defines the concept of “sphere of experience”?
A. Anything that distorts the original message
B. The education level of the receiver that distorts the message
C. The perceptions of each sender and receiver that influence communication
D. The constantly revolving cycle of communication between a sender and a receiver
C. The perceptions of each sender and receiver that influence communication
- The circular models for communication reinforce which concept for HR professionals?
A. Client meetings and work pressures may distract the receiver from interpreting the message.
B. Communication is a top-down process initiated by external vendors.
C. Creating key messages is vital to the overall success of communication.
D. Soliciting and receiving feedback from the receiver is a critical aspect of communication.
D. Soliciting and receiving feedback from the receiver is a critical aspect of communication
- What best describes a potential barrier to effective communication?
A. Selective listening
B. Feedback
C. Multiple channels
D. Job titles
A. Selective listening
