Communication - Part I

Today’s discussion focuses on Communication. We will start by trying to understand what communication is before moving ahead to break it down to its component parts. The first question before the learning takes off would be: “What is Communication?”

 

According to popular definitions from customer service trainings, “Communication can be described as the art of passing an ENCODED MESSAGE through a MEDIUM to the RECEIVER who will utilize the message for the achievement of the INITIAL INTENT or DEMAND”.

 

If this is true about the term, we are saying that communication normally takes place between the minimum of two persons. This involves two entities who must always take cognizance of the significance of feedback as they communicate.  For communication to be complete, the encoder must have gotten a feedback through the medium utilized.

 

As such, the following are very vital to the art of communication:

1.    The Encoder

2.    The Message

3.    The Medium

4.    The Receiver

5.    The feedback

 

It should never be forgotten that “Communication can never be complete without a feedback from the receiver of the encoded message”. This is a known fact that takes us to another significant element of communication “Listening”.

 

Listening is the act of attentively – Word Web. It is the process of constructively extracting information from an encoder’s message. (Adewusi, 2011). It should also be noted that the encoder in customer service is the CUSTOMER. Hence everything must be done to actively listen to the customer’s encoded message. Professionals would be more successful if they learn to listen better. The art of listening stands to improve not only our lives, it also enhances how much our spouses, children, parents, friends and colleagues appreciate the attention we give them. Listening is perhaps the most difficult thing we do, and an increased ability to listen will make each of us better associates, and better people (Louthan, 2009).

Communication can be described with words such as conversation, discussion, negotiation, agreement required, democratic, two or more parties. It is different from authoritative dishing out of instructions that is also known as a monologue. A monologue is a speech made to oneself. It could also be a long speech that does not allow any participation from others. This vivifies the difference of communication from monologues. Communication is more of a dialogue that happens between two or more persons. It is more creative and effective than monologues which are naturally characterized by Solo speech, Utterance, Soliloquy, Coercion, No agreement, Autocracy, One party etc.

 

Essentials of Communication include the following: Sounds, Images and Gestures. They all contribute to the quality of success achieved in communication. Sounds represent the way the encoded message is heard, while images are the pictures the encoder is trying to create. Gestures are ways in which both the encoder and the decoder react to the information deciphered from the encoded message. It has so much to do with the feedback or body language from the stakeholders or the parties to the communication.

 

Conclusively, this part of the lecture successfully introduces communication as an art that happens between two or more persons. Emphasis is placed on feedback from the parties involved and as such listening also becomes very important if there must be successful communication of ideas.