BILKENT UNIVERSITY

APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT

BUSINESS INFORMATION MANAGEMENT

Chapter 1:
Communication Concepts

Communication Defined

What is communication?

the process of sending and receiving messages

Shared understanding is the key to effective

communication

Communication Process Model

Communication process model breaks down
communication into parts

Message
Encodes

Decod
es

Sender/
Receiver

Receiver/
Sender
Decodes

Feedback

Encodes

Communication Process Model

Sender: originates a communication message

Receiver: destination of the communication

Encoding: sender changes thoughts into symbols

Decoding: receiver assigns meaning to symbols

Communication Process Model

Message: idea, thought, feeling or opinion to be
communicated (clear or unclear)

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63 223 Business Communication I

BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT

Channel: medium through which the message travels

from sender to receiver

Feedback: receivers response to the message/indicates

the message is seen, heard and understood

Communication Process Model

Sender (Encoder)
Initiates the communication
If both good and bad news will be given, the good news
should be given first
If both a simple and a complex message will be given, the
simple one should be given first

Message
Verbal (part of the message that is heard) and nonverbal
(body language and the surrounding environment)

Channel

Means used to convey the message

a. Immediate feedback
b. Other party may not understand
c. Other party may be reluctant

Oral communication
verbal channels
verbal channels

d. Need to document the communication

written channels

e. Message should have detailed accuracy

written channels

f. Message must be delivered to many people

channels

written

Types of channels within an organisation

a. Downward Channels: passing information from superior to

subordinate to;
give job instructions
bring about understanding of the job
provide information about procedures
provide feedback about performances of subordinates
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63 223 Business Communication I

BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT

b. Upward Channels: provides subordinates to convey

information to their superiors to;

gain feedback and learn about problems that affect

efficiency,

evaluate employee attitudes and perceptions

c. Lateral Channels: conveying information between individuals

and units on the same hierarchical level for;

the coordination of tasks
sharing of information,
problem solving
conflict resolution
This type of communication is persuasive and suggestive
rather than directive or authoritative

d. Informal Channels: grapevine

Single-strand: Each person recieves information from one
person and
passes it on to one more
Gossip: one individual passes the news to all others
Probability: Information is passed on randomly
Cluster: Channel members selectively choose their informal
communication links
COMMUNICATION PRINCIPLES

Communication occurs within a context (when,

where, why and with whom)

Chronological context: time a which communication

occurs

Physical context: location or setting of your

communication

Functional context: purpose of the communication

Practical: job, apartment, health and safety
Social: establish connections, building ties
Decision-making: how to dress for the weather, where to

live
Relational context: person(s) with whom you
communicate and your relationship

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63 223 Business Communication I

BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT

Cultural context: race, ethnicity, gender, age, sexual

preference, disabilities, etc.

Communication is unavoidable

Try to not communicate

Intrapersonal: internal monologue that judges, comments,

worries, dreams and analyzes.

Communication occurs at different levels

No two relationships are alike

Small talk: establish contact with others and build rapport

Information talk: hobbies and interests, likes and dislikes,

personal preferences

Opinion talk: riskier than the other levels; you open

yourself up to criticism and disagreements can lead into conflict

Feelings talk: most challenging because you expose parts

of your inner self

Communication requires ethical choices

Freedom of speech doesnt mean you can say anything you please.
Words can nurture, resolve misunderstandings or create intimacy
Words can strain relationships, destroy trust or land you in jail
Plagiarism, falsify records, harassment, etc.

Communication has its limitations

Communication cannot solve all your interpersonal problems.

Many other skills are needed (for ex. Flexibility, forgiveness, open to
change).

Other factors threaten stability of relationships

Workplace relationships can be demanding.

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63 223 Business Communication I

BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT

Communication Barriers

Internal Noise

Occurs inside the sender and receiver

Beliefs and values
Faulty assumptions can lead to emotion
Trigger or hot button words can evoke emotion
Defensiveness

External Noise

Occurs outside the sender and receiver

Can be easier to control than internal noise
Includes technology

Semantic Noise

Occurs when the receiver doesnt understand a word or

gesture

Can happen with different cultures

Technicians using jargon with laypeople

Gaps
Results from people being different
Gender
Age
Ethnicity
Race
Status
Sexual orientation
Generation

Barriers to Communication /

Problems caused by the

sender
The amount of information the individual has about the
subject of the message

Not much information

Too much knowledge

Indecission regarding how to present the information

The order of the presentation

Lack of familiarity with the audience

Emotional conflict

Lack of experience in speaking or writing

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63 223 Business Communication I

BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT

Barriers to Communication /

Problems in transmission

Illegible material as a result of poor typing, poor

photocopying, poor handwriting

Poor acustics

Use of too many transmission links

Transmission of conflicting messages

Barriers to Communication /

The surrounding environment

Receivers physical condition
Receivers failure to pay attention to the message
Simultaneous receipt of two or more messages
Receiver is bored

Barriers to Communication /
comprehension

Problems in reception

Problems in receiver

Receiver may not understand some of the words used

Personal interests
Emotional responses

Dealing with communication barriers

Focus on the objective

Unserstand the other party

Be organized

Seek feedback

Know yourself
Communication and Technology

iPods

Information at students convenience

Need for computer literacy

Less connected

Need for balance

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