Ø Ronald B. Adler and George Rodman (2000) noted that “communication refers to the process of human beings responding to the symbolic behavior of other persons.”

Ø Sharon K. Ferrett (2006) said, “Communication is the giving and receiving of ideas, feelings, and information.”

Ø Stanley J. Baran (2009) stated, “In its simplest form communication is the transmission of a message from a source to a receiver.”

Ø Shirley Taylor (1999) highlighted: “Communication may be defined as giving, receiving or exchanging information, opinions or ideas by writing, speech or visual means, so that the material communicated is completely understood by everyone concerned.”

Ø Harold Lasswell (1948) noted that the convenient way to describe communication is to answer these questions:

Who? Says what? Through which channel? To whom?

Key Stages in the Communication Cycle

Shirley Taylor (1999)

Sender

1. Conceive the message: ‘Don’t open your mouth only to put your foot in it!’ When you have something to say, consider the best means of putting your message across, and bear in mind that time is important. Consider your recipient carefully and aim your message to suit their specific needs.

2. Encode the message: This stage involves putting the information into an appropriate form suitable to the sender, the recipient and the aim. Think before reaching for your phone or putting fingers to keyboard.

Decide first what specific outcomes you want from the communication. This will help you choose whether words will suffice, whether a printed record is necessary and whether graphics are appropriate. It will also help you choose appropriate language and tone.

3. Select the appropriate channel: This stage is where the message is actually sent and the information is transferred. The technological revolution has brought about a wide range of telecommunication methods. You must consider all aspects: speed, cost, quick receipt, printed record, confidentiality etc., and make an intelligent decision before sending your message. Time and money can be wasted if the wrong medium is chosen.

Recipient

4. Decode the Message: Because so many messages arrive in offices today, it is important to ensure that they are routed promptly and are given the attention they deserve. To achieve this success at this stage it is also important to take the trouble to ensure that the recipient will understand the language of the vocabulary used.

5. Interpret the message: Very often it is necessary to ‘read between the lines’. It is always important to consider carefully the tone and register used in your communication so that the correct message is received.

For example, you do not want to risk antagonizing a good customer by using a harsh tone. Distortion of the message may occur if the sender has not carefully encoded the communication, in which case the recipient will interpret the message differently from how it was intended.

6. Feedback: The communication process cannot be successful without appropriate feedback. In oral communication this is often immediate, in meetings the audience may nod or smile to show understanding and agreement. But with written messages courtesy and discipline are important to acknowledge receipt of the messages until a full and appropriate response can be given.

Channels of Communication

Formal Channels: used for official matters; disseminate vital info e.g. HR manager's letter to staff.

Informal Channels: used between people who contact each other regularly e.g, phone call to a colleague to check a customer's address.

Unofficial Channels: Grapevine is an informal, unofficial and personal communication channel within an organisation. This social network results from rumour or gossip.