Professional Communication 05 - The Eight Steps

Professional
Communication
LESSON #05

THE 8 STEPS OF
PROFESSIONAL
COMMUNICATION
BY JAIME ALFREDO CABRERA

ALBUKHARY INTERNATIONAL UNIVERSITY

SLH1013 - Professional English

Tuesday, October 29, 2013

EIGHT STEPS
 The steps of professional

communication can help in the
success of transferring a message
to the target receiver.
 Missing a step can result in nondelivery of message, and therefore
in communication failure.


PROFESSIONAL COMMUNICATION: 8 STEPS
8

1

ELEMENTS

SENDER

17 COMPONENTS
8

NEEDING

STEPS

7

DETERMINERS

or SOURCE
RESPONDING

FEEDBACK

QUESTIONS

2
6

ENCODING

MESSAGE

DECODING

INTENDED

MEANING
RECEIVED

8

CONFIRMING

CONFIRMATION
5

RECEIVING

3

RECEIVER

MEDIUM
4

TRANSMITTING

CHANNEL


SENDING

8

ELEMENTS

17 COMPONENTS
8

STEPS
DETERMINERS

QUESTIONS


1

NEEDING

SENDER
or SOURCE

Origin of the Message
SENDER

SOURCE

 Active

 Passive

 With intention

 Repository only

 Sender sends

 Receiver seeks

 Sender makes

 Receiver finds

meaning for receiver


meaning for self


The Need to Communicate
MOTIVE

INTENTION

 Hidden or implied

 Clearly stated

purpose or reason
 May be different
from intention
 Receiver may guess
the hidden motive

purpose or reason
 May be different
from motive
 Receiver can
understand the
stated intention



Types of Messages
DATA

INFORMATION

 Not structured

 Code is structured

 Needs to be

 No need for

translated
 Not understood by
receiver
 Meaning created by
receiver

translation
 Understood by
receiver
 Meaning created by
sender



Step 2: ENCODING

USE SYMBOLS AND STRUCTURES TO
CREATE A MESSAGE
ENCODING, DECODING, AND SYMBOLS
2.
SYMBOLS: LETTERS, NUMBERS, CHARACTERS, AND SPACES
3. CODES:
LANGUAGE, VOCABULARY, SPELLING, GRAMMAR, PUNCTUAT
ION, AND SYNTAX
4. FORMATS:
PARTS, STRUCTURES, HIERARCHY, MARGINS, ALIGNMENT,
AND INDENTIONS
5. MEDIA: PAPER, TAPE, FILM, DATA STORAGE DEVICE
6. DETERMINERS:
SLH1013C Professional English C E P T A B I L I T Y , S T A N D A R D I Z A T I O N
- LARITY, AC
1.

8

ELEMENTS

17 COMPONENTS
8

STEPS

1

NEEDING

SENDER
or SOURCE

DETERMINERS

QUESTIONS

2

ENCODING

MESSAGE
INTENDED


Encoding, Decoding, and Symbols
 To encode is to translate an idea into a

physical form while to decode is to
translate symbols into meaningful
ideas.
 Symbols are characters that are used
to record meaning; codes refer to the
arrangement of symbols in order to
create meaning


ENCODING
The use of symbols to translate an idea or concept into physical form

Symbols
 Characters
 Letters

(a, Z, y)
 Numbers (3, 1, 0)
 Signs ($, {}, =, !)
 Spaces

Codes
 Spelling
 Grammar
 Syntax
 Punctuation
 Spacing
 Indention



CODES
 Language – Formal, informal
 Vocabulary - Academic, technical, business
 Spelling – The arrangement of letters to form

words that have meaning.
 Grammar - The arrangement of words to form
sentences that have meaning.
 Syntax - The correct arrangement of words to
create well-formed sentences.
 Punctuation – Signs and conventions to
start, end, pause, join, separate, or identify
ideas.


FORMATTING

THE FORMAT OF A FORMAL LETTER



FORMATS
 To format is to arrange symbols in codes in

order to clarify or emphasize meaning.
 Formats are conventions that guide the
arrangement of the parts of a message; the
purpose is to clarify or point out meaning in
a message.
 The use of professional formats indicate
the sender’s level of education.
Lesson Connection: 02-1 The Structure of a Formal Letter


SPACES

SPACES IN FORMAL DOCUMENTS

SPACE
 Space – The space between each word

or symbol
 Spacing – The space between each
paragraph
 Margins – The space between text and
edge of paper, along each side of the
paper
Lesson Connection: 02-2 Spaces in Formal Documents


INDENTION & ALIGNMENT

INDENTION &ALIGNMENT IN FORMAL
D O C U M E N TS

INDENTION
Indention – The number of

spaces between the margin and
the first line of the paragraph

Lesson Connection: 02-3 Indention & Alignment in Formal Documents


FONTS

THE USE OF TYPEFACE OR FONTS

FONTS
1.

UPPERCASE – to indicate
•
•

The start of an idea
Acronyms (USA, CC, BCC)

Lowercase
3. Italics – for emphasis
4. Underscored or underlined – for medium
emphasis
5. Bold or boldface – for strong emphasis
2.

Lesson Connection: 02-4 Font Case in the Memorandum


FONTS
Font = the type of letters & symbols
1. Serif = fonts with curls at the end

Georgia, Times New Roman
2.

Sans Serif = fonts with no curls at the
end

Arial, Tahoma, Calibri


RECOMMENDATIONS
Serif fonts
 Use in formal letters or emails
Sans-serif fonts
 Use in informal letters or emails
 Use in electronic presentations
 for faster visual processing
 for a design with a cleaner look
Lesson Connection: 02-5 Fonts in the Letterhead


Step 3: RECORDING

USE A MEDIUM TO RECORD AND
2.
SYMBOLS: LETTERS, NUMBERS, CHARACTERS, AND
PRESERVE A MESSAGE
SPACES
3. CODES:
LANGUAGE, VOCABULARY, SPELLING, GRAMMAR, PUN
CTUATION, AND SYNTAX
4. FORMATS:
PARTS, STRUCTURES, HIERARCHY, MARGINS, ALIGNM
ENT, AND INDENTIONS
6. DETERMINERS:
CLARITY, ACCEPTABILITY, STANDARDIZATION
7. DETERMINERS: SPOKEN, PERFORMED OR
ENACTED, LIVE OR RECORDED
1.

8

ELEMENTS

17 COMPONENTS
8

STEPS

1

NEEDING

SENDER
or SOURCE

DETERMINERS

QUESTIONS

2

ENCODING

MESSAGE
INTENDED

3

RECORDING

MEDIUM


CHANNEL, MEDIUM, and MEDIA
 Media are materials that can be use to

record symbols or technology that can be
used to transmit messages. The word
medium is singular; media is plural
 A channel is a person, procedure, or
technology that can be used to move a
message from Point A to Point B.
 Person:

secretary, messenger, assistant
 Procedure: application procedure
 Technology: email, telephone, electronic


Print, Audio, & Electronic media
 Media can refer to technology for recording

and/or for transmitting messages.
 Print media refers to
books, magazines, and newspapers.
 Audio or sound media refers to radio
stations, telephones, sound recorders and
players
 Electronic media refers to electronic
mail, SMS (short message service), and
phone calls via computer (i.e., Skype)


MEDIA & TECHNOLOGY (1)
 Media are materials where symbols

can be recorded
 Medium is singular while media is
plural.
 Paper, for instance, is a medium that
can be used for recording as well as a
technology for transmitting messages.


EXAMPLES OF MEDIA
1. Paper – uses ink on paper to record
ideas
2. Tape– records sound on sound tapes
3. Film - records
motion, lights, shadows, and sound on
video tape or movie film
4. Data storage device – records
data, information, or multimedia in
digital format on flash drives (USBs)
or disk drives.


MEDIA & TECHNOLOGY (2)
 Technology refers to any human

invention that can be used for any
practical purpose.
 Another meaning of media: a
technology or a tool for transmitting or
recording messages.



EXAMPLES OF TECHNOLOGY
1. Ink –to record ideas
2. Pencil – to record ideas
3. Microphone – to record ideas
4. Keyboard – to record ideas
5. Loudspeaker – to transmit ideas
6. Telephone wire – to transmit ideas
7. Computer screen – to show ideas


One More Time...
 Technology: any tool that is invented for a

specific use or uses
 Media (Sense 1): a tool to record (input)
structured/arranged symbols.
 Media (Sense 2): a tool to transmit (send)
messages.
 Media (Sense 3): a tool to record
(preserve) structured/arranged symbols.


Step 4: TRANSMITTING

USE A CHANNEL TO TRANSMIT A
2.
MESSAGE
SPACES
3. CODES:
4. FORMATS:
ENT, AND INDENTIONS
6. DETERMINERS:
1.

8

1

ELEMENTS

17 COMPONENTS
8

NEEDING

SENDER
or SOURCE

STEPS
DETERMINERS

QUESTIONS

2

ENCODING

MESSAGE
INTENDED

3

RECORDING

MEDIUM
4

TRANSMITTING

CHANNEL


SEND, TRANSMIT, and TRANSFER
 To send is to move a message in physical

format (letter, roll of film, or photos) from
Point A to Point B.
 To transmit is to move a message in
electronic (email, SMS) or sound (voice
tape, voice mail) format from Point A to
Point B.
 To transfer is to move meaning or skill from
sender to receiver.


Types of Transmission
 Intrapersonal Communication– when a

person communicates with the self.
 Interpersonal Communication– when a
person communicates with a very small
group.
 Public Communication - when a person
communicates with a larger group.
 Mass Communication - when a person
communicates with an extremely large group
whose members are located in various
places.


Determiners of Transmission
 Physical Form
 Printed

messages may be more secure than
electronic or voice messages.
 However, electronic messages can be
transmitted faster and cheaper than print
messages.
 Electronic Form
 Electronic

and voice messages can be
transmitted faster than printed messages.
 However, anyone with the appropriate skills
can access any electronic message.


Speed and Timeliness
 Speed of Delivery – When a message

is time-sensitive, delayed delivery can
result in communication failure.
 Timeliness or timing – When a
message arrives at a time when it
brings the answer to a receiver’s
need, then it is timely. When a
message comes at a time when it is not
needed, that is bad or poor timing.


Confirmation and Content Fidelity
 Confirmation of Delivery – When

delivery is confirmed by the receiver or
a representative, it serves as proof of
delivery, although not of decoding by
the target receiver.
 Fidelity of Content – When the delivery
process does not affect the
message, then content fidelity is
preserved.


Security and Confidentiality
 Security of Content – When the message

is delivered to the target receiver without
being seen by non-target receivers, then
the delivery is secure.
 Confidentiality – When unwelcome effects
can result from non-target receivers who
see the message content, then the
message should be kept confidential. (See
security.)


Step 5: RECEIVE

RECEIVE (OR NOT) A MESSAGE
2.
SPACES
3. CODES:
4. FORMATS:
ENT, AND INDENTIONS
6. DETERMINERS:
1.

8

1

ELEMENTS

17 COMPONENTS
8

NEEDING

SENDER
or SOURCE

STEPS
DETERMINERS

QUESTIONS

2

ENCODING

MESSAGE
INTENDED

5

RECEIVING

3

RECEIVER

MEDIUM
4

TRANSMITTING

CHANNEL


SENDING

Target and Non-target Receivers
 A target receiver is the person or group

that the sender expects to see the
message.
 A non-target receiver is any person or
group that the sender does not expect
to see the message.



Determiners of Receiver Access
 Availability
 A receiver may be present but too busy to receive
a printed message, or to answer a phone or an
email.
 A receiver’s phone or computer may be
connected, but the receiver is not available for
communication.
 Connectivity
A receiver’s phone may be unreachable or the
receiver’s computer may not be connected.
• A professional communicator anticipates such
problems to ensure successful message transfer. 29, 2013
Tuesday, October

Step 6: DECODING

UNDERSTAND THE MEANING OF A
2.
MESSAGE
SPACES
3. CODES:
4. FORMATS:
ENT, AND INDENTIONS
6. DETERMINERS:
1.

8

1

ELEMENTS

17 COMPONENTS
8

NEEDING

SENDER
or SOURCE

STEPS
DETERMINERS

QUESTIONS

2
6

ENCODING

MESSAGE

DECODING

INTENDED

MEANING
RECEIVED

5

RECEIVING

3

RECEIVER

MEDIUM
4

TRANSMITTING

CHANNEL


SENDING

RECEIVE and DECODE
 To receive is to

take, accept, experience
(read, hear, see) or welcome
something.
 To decode is to create meaning by
translating a set of symbols in codes.
 In formal communication, the next step
is to find relevance by relating to
personal needs or context.


Message VS Meaning
 Message – A message is a set symbols

that is arranged into a code to record
meaning on a medium.
 Medium – A medium is used to carry
meaning from sender to receiver
 Meaning – The sense (ideas that are
revealed) when the code is decoded
(understood) by the receiver


Text, Subtext, and Context
 Text – are the words that are used to

create meaning.
 Subtext – are meanings that are not
stated but are implied enough to be
understood by the reader.
 Context – are elements around that
affect any element of communication.


Noise
 Noise – in communication, noise is anything

that interferes with the transfer of information.
 Intervening variable –any noise that is not
deliberate. It can be distracting element in a
context. Example: the speaker’s nationality
prevents listeners from believing his speech.
 Interference – any noise that is deliberately
created to stop the transfer of information.
Example: A boy sings loudly so that his sister
cannot hear the radio.


The Decoding Process
 Encode – to use symbols to record

meaning
 Decode – to translate symbols in order to
create meaning
– to change from one code
(language) to another
 Create meaning – to understand
 Translate

 Find relevance – to relate the meaning of a

message to the needs of the receiver


Decoding Speed
 Decoding – means understanding or making

sense of a code
 Perceived need – Decoding a message is
faster when the decoder sees a strong need
to do so
 Perceived importance – Decoding a message
is faster when the decoder sees the message
as of high importance
 Perceived urgency – Decoding a message is
faster when the decoder sees the message
as of high urgency


Step 7: RESPONDING

GIVE FEEDBACK TO THE SENDER OF THE
MESSAGE



8

1

ELEMENTS

17 COMPONENTS
8

NEEDING

SENDER

STEPS

7

DETERMINERS

or SOURCE

RESPONDING

FEEDBACK

QUESTIONS

2
6

ENCODING

MESSAGE

DECODING

INTENDED

MEANING
RECEIVED

5

RECEIVING

3

RECEIVER

MEDIUM
4

TRANSMITTING

CHANNEL


SENDING

Response Speed
 The speed of a response depends on
 The

time required to decode the message
 The receiver’s perception of urgency or nonurgency of the message
 The receiver’s perception of importance or
non-importance of the message
 The receiver’s perception of need or nonneed to respond to the message
 The receiver’s ability to quickly respond to the
message


Response and Feedback
Response

Feedback

 A response is any

 A feedback is a

reaction to a
message
 This may be verbal
or nonverbal
 This may or may not
be expressed

verbal response to
the sender, related
to specific elements
in the message.
 This may be spoken
or written



Step 8: CONFIRMING

REACTING TO FEEDBACK:
AGREEMENT
REPETITION
CORRECTION
ANSWERING A QUERY
PROVIDING DETAILS


How to Confirm
 Answer a query – That will be tonight at

eleven p.m.
 Repeat the information – Yes, the shoes
are red, size 34.
 Agree to a response – Yes, you are right;
the president will attend.
 Correct a response – The dress code is
casual, not formal.
 Provide details – Aside from that, all guests
are free to use the mall facilities.


8

1

ELEMENTS

17 COMPONENTS
8

NEEDING

SENDER

STEPS

7

DETERMINERS

or SOURCE

RESPONDING

FEEDBACK

QUESTIONS

2
6

ENCODING

MESSAGE

DECODING

INTENDED

MEANING
RECEIVED

8

CONFIRMING

CONFIRMATION
5

RECEIVING

3

RECEIVER

MEDIUM
4

TRANSMITTING

CHANNEL


SENDING

Professional
Communication
LESSON #06

THE 17 COMPONENTS OF
PROFESSIONAL
COMMUNICATION



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