The Communication Process: The Sender/ Source

Factors that Influence the Communication Process: The Sender/Source

The coding of the message that the sender sends out, i.e. the words the sender chooses to use, the tone of voice, body posture and facial expression. All of these may determine how the message will be perceived by the receiver.

The first is the Coding of the Message that the sender sends out, i.e. the words the sender chooses to use, the tone of voice, body posture and facial expression. All of these may determine how the message will be perceived by the receiver.

Encoding Your Message Through The Words You Use

Words on their own have little meaning. They are merely vehicles for the thoughts and feelings of the speaker. So, if a speaker doesn’t have a large variety of words to choose from, it is possible that he may choose words with which he will express himself incorrectly.

"Politically Correct Communication”

Certain words may be offensive to people and should be avoided in order not to create communication barriers. This is especially important if the employee works with customers. It may be offensive to speak of a person as “the old man” instead of the “elderly gentleman” or “the senior person”. Words like “blind” may be substituted with “visually impaired”. In a business, familiarity can also offend e.g. addressing a person by his/her name instead of Mr. or Ms. Somebody.

Hot-button Words

These words push people’s buttons because they trigger negative reactions. These words make people defensive and undermine cooperation. Hot-button words are words like:

Demanding words - Words like “you have to”, "you must”, “I insist”, “You’d better” are demanding words. They are perceived as “I have no choice or say in the matter”. These feelings create resentment in the task at hand.

Demeaning words - Words or phrases like “nerd”, “failed”, “That’s a stupid idea”, “That will never work” are verbal put-downs. Even if said in jest these words can demotivate people.

Discriminatory language - Words that communicate partiality are discriminatory. For example: “I only want to appoint a woman in her thirties with an MBA and who graduated at the University of Witwatersrand.” This may be perceived as discriminating towards gender, age and certain academic institutions.

Potentially offensive language - #%#! words. If the manager curses it gives the employees an excuse to use swear words as well. If perceived by other people, people from other departments, executives or customers, it portrays a bad image of the company.

No and can’t - Words like “no” and “can’t” stir up negative feelings. It can be perceived as “I don’t even want to listen to you, because it is such a bad idea” or “Something is not possible”. People want to hear what is possible and they want their ideas listened to.

Worn-out Words

Words get worn out by overuse.

Hackneyed phrases - Phrases like “challenges and opportunities”, "work smarter, not harder” lose their appeal if used again and again.

Buzz words - Acronyms, abbreviations and catch words fall in this category. They are called business jargon. For example: “leading edge”, “paradigm shift”, “24/7”, “globalisation” are buzz words. If somebody is unfamiliar with the term your message will lack meaning.

Vocal Cues

Good listeners use their ears and eyes to interpret a speaker’s message. Most voices convey approximately 30% of the meaning of a message. If you are a good listener you should be able to determine if somebody’s voice is insistent, pleading, questioning, complaining, demanding, etc.

Think of your voice as a musical instrument that must be played and must be soothing on other people’s ears. A pleasing voice is a voice that you can listen to for long periods. It has variation of rate, pitch, tone, and volume.

Consider the following when speaking to improve effective communication:

Rate of Speech

When people speak at a rapid rate they may be perceived as being nervous or that they are in a hurry and do not have time for the other person. Some people also talk non-stop without pauses in their speech, resulting in no time for the other person(s) to speak without interrupting in mid-sentence, and then being perceived as rude. It is also difficult to follow a conversation if the person speaks too fast. Speaking too slowly may be perceived as being a slow thinker. It also may be perceived as being patronising or condescending – talking down to people.

Pitch

A high-pitched voice is commonly-associated with immaturity and a too low voice with being angry or aggressive. A firm resonant voice creates the perception of a steady, mature personality. It is not always true, but it is a common perception. When people are nervous, angry or excited their voice tends to rise in pitch. Check voice pitch during conversations to avoid being perceived as immature, nervous or angry. Try to communicate in a neutral tone. Take a few deep breaths if you are nervous and wait for your heart rate to settle to normal before starting to speak. Do this especially if you have a very sensitive issue to address.

Volume

The volume of a voice is always adapted to the situation. Environmental factors such as noisy fans, music and machinery will influence the volume of speech. People with a hearing loss will speak louder in certain situations because their auditory feedback is influenced by not hearing certain sounds. In normal situations, talking loudly is unnecessary. Shouting is perceived as being aggressive and out of control. A person speaking too softly may be perceived as timid or shy.

Tone of Voice

Tones of voice that must be avoided are whining, defensive, aggressive and sarcastic tones.

Other Nonverbal Cues

Nonverbal cues in speech must correspond with verbal expressions. If they contradict each other, a communication breakdown may occur. Keep the following in mind when communicating:

Facial Expressions

If you want to appear more approachable smile more. Be attentive, keep eye contact but don’t stare at people. Look up when somebody comes into your office. If you are busy, give a signal that tells them that you will attend to them shortly. Don’t frown unnecessary, sigh, stare at the ceiling, roll your eyes, etc.

Head Movements

Your head movements must agree with your message. Don’t say “no” while shaking your head up and down – the messages contradict each other. When you listen, keep your head still except if you agree completely with the other person.

Gestures

Use appropriate gestures to help you express yourself verbally. A few gestures that should not be used in the workplace are:

• Don’t point your finger at people.
• Don’t wring your hands or fiddle with things like your ring, tie or objects on your desk.
• Refrain from using gestures that are dismissive, disrespectful or aggressive.

Posture

If you want to convey the message that you are alert and energetic, keep your posture upright. Don’t slump in your chair. If you stand, stand upright, don’t lean against a wall. Don’t put your hands in your pockets or on your hips.

Spatial Relationship

Don’t intrude on another person’s space. Respect their comfort zone. When in doubt take your cue from them. If they start retreating or shift away, you are invading their space. Remember, different cultures have different preferences

Dress

Always be well groomed, even if it is casual day. Send the message that you are clean and professional. Companies usually have certain dress codes that must be adhered to.

Surroundings

Appearance of the working environment is very important in an organisation. It sends out messages about the efficiency and ability of the organisation. Neat desks and workstations are a must.