Communication and Leadership
No one would talk much in society if they knew
how often they misunderstood others. — Johann Wolfgang Von Goethe
Communication is the exchange and flow of
information and ideas from one person to another; it involves a sender
transmitting an idea, information, or feeling to a receiver (U.S. Army, 1983). Effective communication
occurs only if the receiver understands the exact information or idea that the
sender intended to transmit. Many of the problems that occur in an organization
are (Mistry, Jaggers, Lodge, Alton, Mericle, Frush, Meliones, 2008):
- the direct result of people failing to communicate
- processes that leads to confusion and can cause good
plans to fail
Studying the communication process is important
because you coach, coordinate, counsel, evaluate, and supervise throughout this
process. It is the chain of understanding that integrates the members of an
organization from top to bottom, bottom to top, and side to side.
The Communication Process
Communication
is what we try to do
speak to others near and
afar of us
Communicating with others involves three primary
steps:
- Thought: First, information
exists in the mind of the sender. This can be a concept, idea,
information, or feelings.
- Encoding: Next, a message is
sent to a receiver in words or other symbols.
- Decoding: Lastly, the
receiver translates the words or symbols into a concept or information
that he or she can understand.
During the transmitting of the message, two
elements will be received: content and context. Content is the actual
words or symbols of the message that is known as language — the spoken and
written words combined into phrases that make grammatical and semantic sense.
We all use and interpret the meanings of words differently, so even simple
messages can be misunderstood. And many words have different meanings to
confuse the issue even more.
Context is the way the
message is delivered and is known as paralanguage — it is the
nonverbal elements in speech such as the tone of voice, the look in the
sender's eyes, body language, hand gestures, and state of emotions (anger,
fear, uncertainty, confidence, etc.) that can be detected. Although
paralanguage or context often cause messages to be misunderstood as we believe
what we see more than what we hear; they are powerful communicators that help
us to understand each other. Indeed, we often trust the accuracy of nonverbal
behaviors more than verbal behaviors.
Some leaders think they have communicated once
they told someone to do something, “I don't know why it did not get done. I
told Jim to do it.” More than likely, Jim misunderstood the message. A message
has NOT been communicated unless it is understood by the receiver (decoded).
How do you know it has been properly received? By two-way communication or
feedback. This feedback tells the sender that the receiver understood the
message, its level of importance, and what must be done with it. Communication
is an exchange, not a give, as all parties must participate to complete the
information exchange.
Barriers to Communication
Nothing is so simple that it cannot be
misunderstood. — Freeman Teague, Jr.
Anything that prevents understanding of the
message is a barrier to communication. Many physical and psychological barriers
exist:
- Culture, background, and bias — We allow our past experiences to change the meaning of
the message. Our culture, background, and bias can be good as they allow
us to use our past experiences to understand something new, it is when
they change the meaning of the message that they interfere with the
communication process.
- Noise — Equipment or
environmental noise impedes clear communication. The sender and the
receiver must both be able to concentrate on the messages being sent to
each other.
- Ourselves — Focusing on
ourselves, rather than the other person can lead to confusion and
conflict. The “Me Generation” must be tossed aside for effective
communication to occur. Some of the factors that cause this are
defensiveness (we feel someone is attacking us), superiority (we feel we
know more that the other), and ego (we feel we are the center of the
activity).
- Perception — If we feel the person is talking too fast, not fluently,
does not articulate clearly, etc., we may dismiss the person. Also our
preconceived attitudes affect our ability to listen. We may listen
uncritically to persons of high status and dismiss those of low status.
- Message — Distractions happen
when we focus on the facts rather than the idea being communicated. Our
educational institutions reinforce this with tests and questions. Semantic
distractions occur when a word is used differently than you prefer. For
example, the word chairman instead of chairperson, may cause you to focus
on the word rather than the message.
- Environmental — Bright lights, an attractive person, unusual sights, or
any other stimulus provides a potential distraction.
- Smothering — We take it for granted that the impulse to send useful
information is automatic. Not true! Too often we believe that certain
information has no value to others or they are already aware of the facts.
- Stress — People do not see things the same way when under stress. What we see and believe at a given moment is influenced by our psychological frames of references — our beliefs, values, knowledge, experiences, and goals
- - Friskila Damaris Silitonga, SKEP, NS, MPH.
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