III.B.1 Communication techniques
People working toward a common purpose can not function without communication. Communication is a transmitting and receiving process that depends for effectiveness on both the transmitter’s and the receiver’s perceptions. This statement appears applicable to both human as well as technological communication. Important to each is the realization that there are filters affecting both what is transmitted and what is received. In the human communication process, these filters may represent cultural beliefs, the consequences of previous communications, conditions at the time of transmission, language disparities, education, experience, and so on. In technological communication, filters are intended to reduce or eliminate noise (interference) along the communications path. Figure 9.1 depicts the communication path from sender to receiver.
Filters intended to help clarify the meaning of the message can, and too often do, muddle the message instead. Note: Some authors refer to coder and decoder rather than filters. An aid to effective human communication is for the receiver to transmit back to the sender a paraphrased understanding of what the receiver heard or saw. Depending on the complexity of the message and its intent, this exchange may require repeating, in different words, until the intended understanding is reached. In technical transmission this clarification may be accomplished by various types of built-in checks for the technical accuracy of the transmission and then, for clarity of understanding, a return message confirming (repeating) the pertinent data. Keep in mind that unless there is direct machine-to-machine interface (no human intervention between sending of data and reaction to the data), even technological transmission may be subject to human filtering on both ends.
As far back as Socrates it was pointed out that one has to communicate with another on the other person’s terms. This applies not only to language differences, but also cultural, educational, and experiential differences. Before communicating, the first consideration is, given the receiver’s background, is this communication within the receiver’s range of perception and understanding? In the technological realm, this potential for incompatibility is annoyingly prevalent in transmitting data from computer to computer. In this case the unknowing transmitter discovers that the recipient’s computer and programs do not have the compatibility for receiving the data as sent, for example, the data appears garbled when received.
Quality Management BOK Reference
III Management Elements and Methods
III.B Communication Skills and Abilities
III.B.1 Communication techniques - Define and apply various modes of communication used within organizations, such as, verbal, non-verbal, written and visual.Identify factors that can inhibit clear communication and describe ways of overcoming them.
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