Being able to communicate effectively is the most important of all life skills.
A first step in unravelling the complexity of interpersonal communication is to understand the basic process by which communication occurs. Only then can we identify where possible problems can arise and explore skills for enhancing communication and managing such breakdowns. Human beings are not passive, predictable objects who always interpret meanings and react as they are ‘supposed to’. Neither is communication a passive, predictable, one way event. Rather, communication can be viewed as an active process, influenced by all the complexities and ambiguities of human behaviour. A more accurate way of looking at the process of communication is probably as a dynamic, circuitous process in which elements such as non-verbal behaviour and individual styles of interpreting and ascribing meaning to events have significant influence. Strategies such as constructing a clear, unambiguous message can encourage effective communication, but so too can seeking to understand meanings imposed by the listener via processes such as actively listening to feedback, as we shall see. Many models have been developed to simplify and summarise the complex reality of the communication process and to aid our understanding. Some of these are more helpful than others, but all have their shortcomings.
An Overview of the Communication Process
Let’s examine two models of communication to help you further explore the communication process. Shannon and Weaver (1949) described the process of communication using a model. Their Linear Model of Communication serves that serves as a basic model of communication. This model suggests that communication is simply the transmission of a message from one source to another. Watching television serves as an example of this. You act as the receiver when you watch television, receiving messages from the source (the television program). To better understand this, let’s break down each part of this model.The first is the Linear Model which source to another. Watching television serves as an example of this. You act as the receiver when you watch television, receiving messages from the source (the television program). To better understand this, let’s break down each part of this model. The Linear Model of Communication is a model that suggests communication moves only in one direction. The Sender encodes a Message, then uses a certain Channel (verbal/nonverbal communication) to send it to a Receiver who decodes (interprets) the message. Noise is anything that interferes with, or changes, the original encoded message.
• A sender is someone who encodes and sends a message to a receiver through a particular channel. The sender is the initiator of communication. For example, when you email a friend, ask a salesclerk a question, or wave to someone you are the sender of a message.
• A receiver is the recipient of a message. The receiver must decode messages in ways that are meaningful for him/her. For example, if you see your friend make eye contact, smile, wave, and say “hello” as you pass, you are receiving a message intended for you. When this happens you must decode the verbal and nonverbal communication in ways that are meaningful.
• A message is the particular meaning or content the sender wishes the receiver to understand. The message can be intentional or unintentional, written or spoken, verbal or nonverbal, or any combination of these. For example, as you walk across campus you may see a friend walking toward you. When you make eye contact, wave, smile, and say “hello,” you are offering a message that is intentional, spoken, verbal and nonverbal.
• A channel is the method a sender uses to send a message to a receiver. The most common channels humans use are verbal and nonverbal communication which we will discuss in detail in Unit 2. Verbal communication relies on language and includes speaking, writing, and sign language. Nonverbal communication includes gestures, facial expressions, paralanguage, and touch. We also use communication channels that are mediated (such as television or the computer) which may utilize both verbal and nonverbal communication. Using the greeting example above, the channels of communication include both verbal and nonverbal communication.
• Noise is anything that interferes with the sending or receiving of a message. Noise is external (a jack hammer outside your apartment window or loud music in a nightclub), and internal (physical pain, psychological stress, or nervousness about an upcoming test). External and internal noise make encoding and decoding messages more difficult. Using our ongoing example, if you are on your way to lunch and listening to your ipod when your friend greets you, you may not hear your friend say “hello,” and you may not wish to chat because you are hungry. In this case, both internal and external noise influenced the communication exchange. Noise is in every communication context, and therefore, NO message is received exactly as it is transmitted by a sender because noise distorts it in one way or another.
A major criticism of the Linear Model is that it suggests communication only occurs in one direction. It also does not show how context, or our personal experiences, impact communication. Television serves as a good example of the linear model. Have you ever talked back to your television while you were watching it? Maybe you were watching asporting event or a dramatic show and you talked at the people in the television. Did they respond to you? We’re surethey did not. Television works in one direction. No matter how much you talk to the television it will not respond to you. Now apply this idea to your relationships. It seems ridiculous to think that this is how we would communicatewith each other on a regular basis. This example shows the limits of the linear model for understanding communication, particularly human to human communication.
Given the limitations of the Linear Model, Barnlund (1970) adjusted the model to more fully represent what occurs in most human ommunication exchanges. The Transactional Model demonstrates that communication participants act as senders AND receivers simultaneously. Communication is not a simple one-way transmission of a message:The personal filters and experiences of the participants impact each communication exchange. The TransactionalModel demonstrates that we are simultaneously senders and receivers, and that noise and personal filters alwaysinfluence the outcomes of every communication exchange.The Transactional Model of Communication adds to the Linear Model by suggesting that both parties in aommunication exchange act as both sender and receiver simultaneously, encoding and decoding messages toand from each other at the same time. The source and the reciever of a message experience communication simultaneoulsy. Meaning is created through a mutual, concurrent sharing of ideas and feelings.
Watch the following short film clip that demonstrate how difficulties with encoding and decoding messages can result in miscommunication:
Intrapersonal Communication: Within the self; takes the form of inner thoughts and beliefs coloured by feelings and influence behavior
Self Awareness: Knowing oneself including one’s traits, feelings and behaviours. Client centered communication requires greater self-awareness. Nurses must be aware of their behaviors and responses and recognize the effects they may have on communication. Knowing your own values, feelings attitudes, motivations, strengths and limitations is critical.
Interpersonal communication is a dynamic form of communication between two or more people characterized by the process of interacting simultaneoulsy mutually influencing each other, usually for the purpose of managing relationships. Interpersonal communication skills are not just important in the workplace, our personal and social lives can also benefit from better interpersonal skills. People with good interpersonal skills are usually perceived as optimistic, calm, confident and charasmatic - qualities that are often endearing or appealing to others.
Each of us has our own unique way of relating with others and it is important to become aware of the impact that our "style" has on our relationships. Your interpersonal style includes both the skills you use that assist you to effectively communicate as well as those skills which you lack and the lack of which inhibit your ability to communicate effectively. Through awareness of how you interact with others - and with practice - you can improve your interpersonal skills. As a care provider, you have a particular responsibility to develop an interpersonal style that will enhance the effectiveness of your relationships with your clients & colleagues. Learning to communicate more effectively often involves identifying and accepting your own feelings and needs, recongnizing your rights, developing verbal and nonverbal assertiveness skills and practicing effective communication techniques. The following activity is designed to give you an indication of your present and your ideal interpersonal communication skill level:
Activity: Complete the following online assessment of your communication skills:
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Exercise 1.1 - Interpersonal Skills Inventory
References:
Balzer Riley, J. Communication in Nursing, 7th edition. St.Louis: MO. Elsevier Mosby
Hills, M. Chisamore, M, & Lindsay, L. (1990). On Delivering Care: An interpersonal skills workbook for health care providers. Revised 2009 with permission from the authors
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