Speech and language are the most common means of
communication among people. Language expresses inner thoughts
and emotions, makes sense of complex and abstract thought, and
is used to communicate with others, to fulfill wants and needs,
and to establish rules and maintain culture. Language is made up
of words that have meaning; therefore, care should be taken in
their selection. It is generally better to use familiar words in
place of the unfamiliar ones, concrete words in place of the
abstract ones, short words in place of long ones, and single
words in place of several. For most people, effective
communication means a proficient use of language. For
communication to occur, both the sender and the receiver must
have a common language and a similar understanding of it. Both
the sender and the receiver must also have compatible
understanding of the meaning of the words used in the
communication.
Interpersonal Communication
Communication starts with one person having a thought or idea
and wanting to communicate it to another. The person then has to
put it into words (encode) and transmit it to the other person
(receiver). The receiver then has to decode the message and make
sense of it. The meaning conveyed by the sender's words depends
upon the receiver's life experience, attitude, and perception as
well as the context in which the exchange occurs. So to overcome
this potential barrier, the sender must try to speak in terms of
the receiver's outlook and circumstances. Therefore, the better
the sender knows the receiver, the greater is the potential for
successful communication.
Communication has many facets (see Figure 1). Simplistically,
it is the transmission of a message to another person. How that
other person receives the message can be affected by the
receiver's listening skills; therefore, the sender should be
attuned to this. There are many communication channels: oral
(face-to-face) one-on-one and in groups, oral (electronically)
by telephone or radio, or in written form—by email, letters,
handouts, postings on bulletin boards, or signage. Selecting the
appropriate channel for the situation will also impact the
quality of the exchange. On a construction site, much of the
communication is generally done verbally, and so the environment
where the exchange occurs will impact the quality of the
exchange. See "The
Role of Communication in Effective Supervision" for greater
detail of the basics involved.
Figure 1: Two-Way Communication Model
People have engaged in nonverbal communication for much
longer than they have been using language. The main reason is
that much of nonverbal communication takes place below our
conscious awareness level. Generally, all messages communicated
orally and, to some extent, the ones in writing have a nonverbal
component, which can reinforce, complement, detract from, or
contradict the message. We may express something verbally while
our facial expressions, postures and positions, tone of voice,
or gestures may indicate the opposite. The nonverbal component
typically communicates belief, attitude, or emotional aspects of
the message, as well as potentially the participant's state of
mind. It may also be indicative of the relationship between
people.
Gestures are sometimes used to reinforce a statement or indicate
direction, approval, or dislike. They may be inviting or
threatening, communicating encouragement, disappointment, or
anger. Facial expressions and posture also are strong indicators
of what a person is feeling or thinking. These may telegraph
whether the person is fearful, agitated, sad, conciliatory,
calm, happy, or some other emotion. Therefore, any of the
nonverbal cues can play an important role in either facilitating
or hindering effective communication, or conversely it can
provide valuable information about the thinking of the people
involved in the exchange.
The supervisor may not be fully aware of the importance of
nonverbal communication and its effect on dealing with people as
well as its impact on effectively managing everyday work-related
issues. This could create barriers to the effective exchange of
information and, more importantly, understanding. This could
render the supervisor less than optimally effective. This also
impacts the effectiveness of the workforce, the efficiency of
operations, and profitability of the organization. Research has
shown that about 7 percent of information is communicated by
words, 38 percent by body language, and 55 percent by vocal tone
(see Figure 2). The differences in values, beliefs, and
personalities between sender and receivers will impact the way
each person hears, interprets, and reacts to the same
information. So being aware of this and taking it into
consideration will greatly improve the exchange of information.
Another important factor for which the sender should be looking
is feedback from the receiver of the message, especially body
language and tone of voice. This will allow the sender to make
adjustments so that the message is received as intended and
understood by the receiver.
Figure 2: Communication Flow
It is important to note that, in positive interactions, we do
not seem to focus as much on the tone of voice or nonverbal
component of the interaction as on what is being said and how
the message makes us feel. When the exchange is negative,
emotionally charged, or confrontational, the focus tends to
gravitate more heavily to the nonverbal part of the interaction,
with body language, facial expression, and especially tone of
voice taking on a significant role in how we react to the
message.
The Effect of Facial Expressions on Communication
Facial expressions play a significant role in communication.
Facial expressions during communication convey the emotional
state of an individual to an observer. The eyes are often viewed
as important features of facial expressions and considered an
important aspect of interpersonal communication. Such things as
blinking rate can be used to assess whether or not a person is
nervous or whether or not he or she may be lying. Eye contact is
considered an important aspect of interpersonal communication in
some cultures and has a different implication in others.
The Effect of Postures on Communication
Posture also pays a role in nonverbal communication. Certain
postures such as folded arms or crossed legs may signal
defensiveness or concern, while an open posture may portray
friendliness and positivity. Leaning toward a speaker signals
interest in what is being said. Mirroring (copying the other
person's posture) helps to subtly develop a connection with
another person. Paying attention to posture will improve
communication.
The Effect of Gestures on Communication
A motion of the hand, head, or body can express or emphasize an
idea or emotion. Research has found that when gestures and words
are aligned, the message is more effective, but when they are
not aligned, they tend to confuse the listener and detract from
the message. Gestures also heighten the interest of the
listeners and so add value to communication.
The Effect of Tone of Voice on Communication
One part of communication that is often not carefully examined
is how the message is delivered or the tone used when
communicating with others. Tone pertains to pitch, volume, pace,
and emphasis used in delivering a message. Pitch of voice
(intensity, degree of high and low) and its timing also play a
role in the quality of the communication. When tone is varied,
life and energy are injected into the message. Tone of voice
conveys emotions like excitement, enthusiasm, and humor. Our
tone conveys our attitude, whether we send a message of humor,
anger, sarcasm, jealousy, or sincerity.
People respond instinctively to voice tone, either positively or
negatively. Tone might actually be more important than what is
literally being said. Just ask anybody who listens to you! The
same sentence can have different meaning depending on which word
is emphasized and the tone of voice used. A common thread in
complaints about upsetting messages is that, though the messages
delivered may not seem offensive, the tone of voice accompanying
that statement was hurtful, which impacts the outcome of the
exchange.
Research indicates that people make instinctive judgment of
others based upon the tone of the voice of the speaker.
Specifically, people judge those with deeper voices as having
more authority. To improve the impact of a message, supervisors
should try to utilize the lower end of their voice ranges. The
tone is often perceived as reflecting the speaker's negative
attitude (critical, exasperated, contemptuous, etc.) toward the
recipient. Usually, the listener's feelings are hurt by the
disrespect, and he or she is not likely to hear the intended
message. Also, any statement that may seem neutral on paper can
become very offensive if spoken with a sarcastic or demeaning
tone of voice.
Speaking slower has a number of positive effects on
communication. It is important to slow down when giving advice,
coaching, or providing constructive criticism. This is because,
when you slow down, the implied message is that you are thinking
before you speak. The implication also is that you are weighing
the evidence and giving careful consideration to your message.
So, the person who pauses and speaks at a slower pace tends to
be perceived as more intelligent, thoughtful, and deliberate.
His or her message carries more weight and tends to garner
greater acceptance.
The Effect of Relationships on Communication
The relationship between people involved in communicating may
form a greater barrier to the effectiveness of the process than
almost any other cause. The communication between people with a
good relationship tends to be more effective and successful.
This is true of any form of communication. Douglas McGregor, a
leading authority on management practices, once said, "It is a
fairly safe generalization that difficulties in communication
within an organization are more often than not, mere symptoms of
underlying difficulties in relationships between parties
involved. When communication is ineffective, one needs to look
first at the nature of these relationships rather than at ways
of improving communication."
Lack of empathy can create a barrier between the sender and
receiver. Empathy, as defined in the dictionary, is
"understanding so intimate that the feelings, thoughts, and
motives of one are readily comprehended by another." Better
messages can be transmitted if one can see oneself in the
receiver's place and analyze the intended message from his or
her point of view. The same thinking applies to the receiver,
who must be able to empathize with the sender. This may be
easier said than done, but the potential benefits of the effort
can enhance working relationships as well as benefit the
organization.
The Feedback Cycle
An important part of the communication process is the feedback
element. The sender must pay attention to the feedback from the
other person in order to manage the communication process more
effectively. The sender must observe the receiver's facial
expression and body language to make a determination of the
reaction he or she is having to the message. This will allow the
sender to adjust the various elements of the process in order to
enhance the recipient's understanding of the message.
The next step is to solicit verbal feedback. This will provide
information to the sender in two ways. First, the sender should
look for any tonal information that will again deal with the
recipient's emotional response to the message. The other source
of information is the words used in the feedback. The assessment
of this information will tell the sender if the receiver has
understood the message as the sender intended. If there is a
discrepancy, the sender can then take the necessary steps to
modify the message to better explain it, reword the message to
provide additional information, or repeat some portion of it to
clarify a misunderstanding or confusion on the recipient's part.
Effective Verbal Communication Strategies
- Focus on the issue, not people. Avoid taking things personally.
Try to resolve issues amicably. Express needs and/or opinions in
terms of the work at hand. Constructive criticism should be
directed at the work and not the worker's personality.
- Empathize rather than being judgmental. When dealing with
people, it is important to demonstrate sensitivity. How one
feels toward people will easily manifest itself in one's
demeanor and will readily be picked up by them.
- Create an atmosphere of openness so as to establish a good
working relationship. In conversations, give your undivided
attention to the people with whom you are conversing. Avoid
trying to communicate in busy and noisy areas.
- Avoid pulling rank. Be genuine and straightforward in dealings
with others. Work toward creating a trusting and cooperative
working relationship. Treat people fairly and with respect.
- Demonstrate flexibility when dealing with others. Respond in
ways that acknowledge their knowledge and experience. Thank them
for their input.
- Good listening skills and showing a genuine interest are
attributes of a successful communicator. Actively listening to
people creates an atmosphere of trust and respect, enhancing
communication and problem resolution.
- Be concise, use clear language, listen for feedback, and pay
attention to body language and tone of voice.
Conclusion
We become better communicators to the extent that we can devise
messages that elicit the response we expect or desire from
recipients. To accomplish this effectively, we need to
thoroughly understand the communication process and its inherent
barriers. If we do not elicit the anticipated response, we need
to be able to modify the message to facilitate its
understanding.
We also need to be able to recognize the effect our messages can
have on the recipient and how to structure them so the effect is
as positive as possible. To communicate effectively, we also
need to actively seek out feedback as well as build
relationships so as to enhance the overall communication
process.
The importance of effective communication can even be found in
the Bible in the story of
the collapse of the Tower of Babel due to people not being able
to make sense of what they were saying to each other.
Communication skills are critical in everything we do. How well
we communicate and how effective our communication is determine
to a great extent how successful we are in our professional or
personal lives. The ability to convey knowledge is power. What
we think or know only becomes powerful if we can pass it along
to others so that they may use it to better their circumstances
or those of their
organization.