Communication Process Nvq

Understanding the communication process in the workplace

AC 1.1 Within our organisation communication is essential for providing the best service for our guests and to profit the business. The cooperation between the departments, between managers and our suppliers/service providers is key. Well informed staffs are motivated staff and everyone benefits.

AC 1.2

http://prcommunicationsbox.wordpress.com/2012/09/03/the-shannon-weaver-model/

The model contains 8 key components, Source, Encoder, Message, Channel, Noise, Decoder, Receiver and Feedback.
Source is the sender; it’s the person who initiates the process. It could be verbal or written, an order or a question. As a maintenance engineer most of our work is reactive requiring
Naturally you will send multiple messages that are precise, rather than a single message which has too many meanings.
Encoder is the shape and format of the message that the initiator wants to communicate. E-mail, phone, letter or even a hand shake. Clear, specific, informative etc.
Channel is the route the message will travel on, be it verbal or written the source should decide the best route for effective communication.
Noise could be considered an interference that changes the initial message the source intended to send. It can be something physical like a muffled radio transmission or a language barrier when talking to a foreign guest. Noise must be reduced to achieve effective communication.
Decoder is essentially the same interaction as that of the source and encoder, but in a reverse sequence. It is how the receiver interprets the message, they may change the format into a way they understand.
Destination (receiver) is the end destination that the source had intended for the message to reach. The receiver takes and interprets the message.
Feedback is the receiver’s response to the message. The intent is to let the source know how well the message was received and
Being verbal or non-verbal the feedback helps me decide if I need to re word the message I communicated. Then use the same format when communicating to others. I also use informal chat lines to loosen the tension if any and always show a positive attitude when giving criticism, allowing the person to feedback with no concern. I encourage them to feedback. But I have noticed I use too many closed questions, especially when there is a language barrier, as I don’t want to waste time and after I realise from the feedback I did not get my main message across. I also can be answering my question as I couldn’t wait for an answer or assumed I have a better answer. As an action to improve I will try to use more open questions and be more patient when communicating with someone to allow them time to answer, then ask more open questions to open more discussion points rather than jumping in. I will show patience and listen to encourage others to continue