Theory of Communication
Communication Models and Systems Used in Businesses
Communication plays a crucial role in the business environment, maintaining the connections between numerous individuals involved in the organizational processes. The channels of interaction between the employees and executives become of tremendous importance during various activities, such as problem-solving or decision-making, to ensure the corporation’s growth (van Ruler 368). To assist with the establishment of proper communication lines and create an atmosphere that facilitates effective interaction, scholars have proposed several communication models and systems based on decades of research (van Ruler 369). These frameworks are a valuable part of the day-to-day business operations, establishing strong connections between all of the involved parties.
Linear and Interactional Models
One of the first theories proposed at the beginning of research into the field of interpersonal communication was the linear communication model or the mathematical communication theory. Introduced by Shannon & Weaver in 1948, this approach integrated the concepts of a sender, receiver, message, and noise. According to this model, the sender, or speaker, acts as the source of the message, the information to be transferred, and uses a certain pathway to deliver the knowledge to the interested party (Hargie 108). The latter entity, or the receiver, becomes the recipient; however, it is also suggested that issues in message deliverance can occur, hindering the transmission. Such issues are referred to as noise, and they can differ based on the circumstances of each given situation.
While the discussed model clearly represented the process of communication, it had significant limitations that urged the academics to continue the research. The most significant advantage of this framework was the lack of interaction between the sender and the receiver, which made it difficult to implement this approach (Hargie 93). The linear model has also been reported to be non-efficient in the business environment, as it involves only a limited amount of information and does not consider types of noise (Hargie 93). In this regard, to analyze the exchange of information between two parties, the interactional model has been devised. In this framework, the sender and the receiver interact through the concept of feedback, a response given by the receiver as the reaction to the obtained transmission (Rogala and Bialowas 3). This approach is more dynamic than the linear interaction model, which makes it possible to implement it in specific businesses, where employees fulfill only the role of the sender or the receiver (Rogala and Bialowas 5). Nevertheless, this limitation prevents the use of this approach in a broader organizational setting, where individuals become both sender and receivers and where the situational characteristics must also be examined.
Communicative Constitution of Organizations and Transactional Models
Considering the disadvantages of the linear and interactional models, the strategic communication theory has been suggested to account for these complications. Also referred to as the communicative constitution of organizations (CCO) framework, this theory has been applied in several businesses as a means of improving the ongoing communication processes and enhancing the relationships between the workers (van Ruler 380). CCO suggests that individuals continuously interact during conversations, creating meanings and achieving consensus in order to promote the efficiency of the interaction. These activities gradually lead to sensemaking and construct an organizational reality that upholds productive communication and allows explaining the surrounding social reality. Thus, it is proposed that human beings are eco-oriented towards each other, meaning that the workplace atmosphere should sustain such interaction.
However, the strategic communication theory still included several significant disadvantages. Although it allowed understanding how meanings are created in the organizations, the interaction was still considered a two-way process, which made the framework non-productive in business settings, where multiple entities can interact simultaneously (Rogala and Bialowas 11). Therefore, the transactional model of communication was proposed, where people were not referred to as senders or receivers but were given the role of communicators. From this perspective, communication becomes a cooperative action, during which the involved entities create and maintain activity, ensuring the necessary outcomes and effectiveness (Šergo). Thus, in the transactional model, communicators create a shared meaning dynamic, impacted by the surrounding environment and their experience.
Models Unique to Organizational Environment
Even though the transactional model of communication could be easily utilized in firms, it lacked specific aspects that were unique to the enterprise’s internal atmosphere. To examine the specifics of business communication and propose a framework that could address group interaction, several other models, also utilized in organizations today, were developed. For instance, Collin and Guetzkowr’s Group Communication Model is an example of such a framework, where individual production is connected to the group’s effectiveness and potential barriers (Hargie 207). This model examines the group interaction process from the standpoint of environmental influence, arguing that every instance of communication is affected by the work atmosphere and barriers that might impede successful communication.
It is essential to note that Collin and Guetzkowr’s theory approaches business communication from a broad perspective. While this is beneficial for the framework’s comprehensiveness, the model becomes less efficient in businesses where efficient interaction must be established. For instance, it has been suggested that today’s organizational environment consists of numerous elements that must be properly assessed in order to establish an efficient line of interaction (Hargie 118). Additionally, it is critical to consider the personal qualities of the involved individuals, which also significantly impact the outcomes of the communication. Following these ideas, Berlo’s S-M-C-R Model has been introduced and restructured in recent years to properly account for the characteristics of contemporary organizational environments (Rogala and Bialowas 13). In the discussed framework, the line of communication between the source and the receiver is impacted by communication skills, attitudes, knowledge, social system, and culture on both ends, facilitating unique interaction results (Rogala and Bialowas 13). Given that this approach examines the sender and receiver’s attributes, it has become especially useful for company leaders aiming to establish a line of communication that considers the personal and social characteristics of the actors.
Another model that emerged in recent years is the modern model of integrated communication, an approach that considers both interaction within the corporate environment and the internal and external audiences. Previously, the majority of the theories were focused on defining the aspects of senders, recipients, and the factors that impact the efficiency of the delivery. Contrastingly, the modern integrated communication model addresses the characteristics of all involved entities (Slijepčević). This theory suggests that the flow of information is impacted by both internal and external shareholders of a given company, meaning that interaction does not occur only within the organization. According to this framework, external audiences can also be impacted by the efficiency of the communication between the firms’ employees (Slijepčević). Thus, this model is advantageous for businesses that must ensure that their actions and processes positively influence the surrounding atmosphere and their shareholders, such as firms with a high demand for corporate social responsibility. The flow of information is not limited and becomes circular, initiated both by the organization and the users.
Specific Communication Systems
Finally, the general systems theory (GST) has been applied to the field of organizational communication, establishing an approach that allows to comprehensively evaluate the elements of organizational communication and improve their efficiency. Within this framework, corporate interaction becomes a single cohesive unit, which is governed by the relationships between its elements (Rogala and Bialowas 25). Feedback is referred to as the information that was received by the system and must be appropriately assessed; the system will also adjust to the negative feedback to improve its productivity (Hargie 101). This model is highly effective in a large-scale business setting, which involves numerous connections between possible actors and requires consistent regulation.
In modern companies, specific communication systems are typically divided into four types, which are implemented according to the given situation. People-to-people, people-to-machine, machine-to-people, and machine-to-machine interaction approaches are most commonly used as frameworks for facilitating and maintaining interaction between employees (Hargie 102). As suggested by these terms, the information can be delivered from or to specific individuals or machines, which simplifies the process of transmitting and analyzing particular data. Thus, in the contemporary world, actors involved in communication are not necessarily people; advanced technological devices can also fulfill the roles of senders and receivers, becoming included in the organizational environment. In organizations with a high information overload, these models must be appropriately implemented to improve efficiency and avoid potential miscommunication issues.
Presentation Skills
Properly structuring and presenting information is a necessary competency in the current age. An individual’s introduction of a given topic in a corporate setting can be crucial for their future career. While a clear and efficient presentation can improve theme comprehension and promote their professional standing, a poor demonstration might result in loss of reputation or impede the organizational processes (Febrianita and Hardjati 3193). Thus, it is essential to ensure that a prepared presentation is concise and properly structured.
To make an efficient presentation, several guidelines must be followed. First of all, the visual part of the presentation must be clear and understandable, making it easier for the audience to listen and read at the same time. Secondly, the presentation must have a strict logical structure introduced before the beginning of the display. Images and graphs should also be included to simplify complicated information and ensure that the knowledge will be retained (Febrianita and Hardjati 3193). After that, it is critical not to overload the presentation with text or images; the overall display should be direct and concise, focusing on the core message.
To prepare a presentation, it is possible to use several online and offline methods that simplify this process. For instance, Prezi and Canva are online services that provide their customers with an opportunity to complete a presentation through the Internet. On the other hand, offline platforms include Microsoft PowerPoint and OpenOffice Impress, software that allows creating presentations productively (Aityan 482). All of the discussed services include presentation templates, canvases, and tools that can help save time when devising a presentation, which makes them highly useful in this process.
To complete a presentation, one should first choose the platform or software which will be utilized for this task. After that, the general theme of the demonstration should be established; it is also highly helpful to write an outline stating the major topics that must be covered during the activity. Generally, a presentation starts with an overview of the topics to be discussed, continuing to the main body, and ending with a conclusion (Aityan 482). Following the creation of the structure, it becomes possible to choose a template and include relevant graphs, images, and text. A helpful technique is to revise the presentation the next day after it has been finished, thus gaining a fresh perspective on its structure and coherence.
Making Communication Effective
Effective communication hinges on several principles devised to maintain the quality of interpersonal interaction. As such, the delivered information should be clear and correct, with the most pertinent facts presented in a logical order and according to the initial sender. After that, the message should be concise and courteous towards the involved parties. The transmission should also be concrete, supported by relevant statistics to ensure the authenticity of the material (Aityan 485). Additionally, it is critical to be considerate towards the potential audience, considering their background and potential emotions. Finally, the message should be complete, including all the necessary facts to avoid misunderstandings.
However, it must be noted that barriers to effective communication can often decrease the quality of one’s relationships with others. For example, physical barriers frequently limit the possibility of interacting with colleagues or executives, which negatively affects the communication process. To address this problem, it is imperative to maintain a physical connection to the employees, conducting frequent meetings or other gatherings (Ghobadi and Mathiassen 96). After that, emotional or psychological obstacles can also occur, typically due to a lack of a supportive workplace atmosphere or conflicts between the team members (Ghobadi and Mathiassen 96). These complications must be mitigated by the executives or human resources personnel, for instance, by conducting coaching sessions or other group activities that promote group cohesion.
Another potential communication barrier is cultural, connected to the ethnic belonging of the working personnel. People from different cultural backgrounds or religions might experience difficulties when interacting with each other, which might lead to loss of productivity. These problems can be effectively resolved by launching cultural diversity and acceptance programs, where the workers could learn about other cultures and ethnicities, establish a closer connection, and gain a better understanding of each other (Robbins 153). Similar to cultural barriers, language and gender barriers may also occur due to the presence of misunderstandings or negative attitudes. Such issues can also be addressed through relevant educational initiatives, allowing individuals from different social and language groups to create meaningful connections.
Oral Communication
Personal Introduction
Hello, thank you for meeting me today. My name is _, and I am a sales account manager from Saudi Arabia. I have several years of academic and practical experience as an engineer, but currently, I am working in an international company as a sales account manager. I have built a strong connection with several professionals and organizations in my firm and field. My personal strength is challenging myself both personally and professionally, trying to improve my skills as a sales account manager. As such, I continually hone my competencies and talents through education and practical courses. In addition, I am a strong team player, as I always participate in teamwork activities and contribute to achieving the group goals. Furthermore, I understand the significance of maturity and integrity, and I uphold these values at my workplace at all times.
However, I must also note some weaknesses I am still trying to overcome. First of all, my time management skills are in need of improvement, as I often have issues completing the assigned tasks within the deadline. Presently, I am learning several useful techniques that could help me resolve this difficulty while maintaining a high quality of work. After that, I frequently struggle to remain emphatic during my sales calls, as it becomes challenging to present the necessary information and consider the customer’s emotional state. Finally, sometimes it becomes strenuous for me to balance my workload, which I hope to improve through better time management skills.
Personal Contributions
As a sales account manager, I could offer the company my competencies as an experienced professional worker. I have remained in this position for several years, accumulating the experience necessary for ensuring high-quality customer service. In addition, I am highly proficient with sales accounts and overseeing purchasing and selling activities, which helps me to manage the current outputs successfully. Furthermore, having developed strong relationships with several customers and professionals at my current occupation, I can identify new opportunities for growth and suggest clientele insights necessary for future development.
Irate Customer Response
“Ma’am, I am very sorry that your order has not been delivered. I have found the information about your purchase, and it seems that there has been an issue with agreeing on the date on the delivery. We can establish a new delivery date right now, and I will make sure that the correct information will be sent to the delivery office. When would you like to receive the order?”
Communication in Writing
E-mail 1
Dear customer,
My name is [x], and I am a customer service consultant at X Inc. Recently you left a complaint about a malfunctioning product at our customer support center. I am sorry that the product you have received did not perform according to your expectations. As X Inc. is focused on improving the quality of our services, I want to continue our communication on this issue to resolve your issue as soon as possible.
In your message, you mentioned that our product did not work with you properly. Could you describe the problem you are experiencing in more detail? If you can send me the model of your product and order number, I will be able to help you sooner.
To ensure problem resolution, I will send the report to our technical team to analyze the malfunction and prevent its occurrence in the future.
I highly appreciate your feedback, as it will help X Inc. to become a better product and service provider.
Sincerely Yours,
Name _______________________
Title________________________
Organization __________________________
Contact corporate e-mail_____________________________
E-mail 2
Dear [Name],
I am writing to inquire about a project idea I have had for quite a long time. As you know, our company has been struggling to improve financial outputs in the past months due to the lack of interest from our target customers. Although the predicted metrics showed positive results, there were no improvements recently. I was worried about the stability of our customer market, so I devised an idea I would like to share with you.
I have noticed that the majority of our consistent clients are reporting some issues with continuing to purchase our products due to the lack of initiatives that support their loyalty. Some of the feedback I received suggests that our customers might not feel rewarded for their contributions to the firm, which leads them to believe that their interest in the company is not important. With this evidence in mind, I wanted to suggest a customer loyalty program that we could offer to our regular clients, such as extra benefits or purchase discounts. This initiative could greatly improve their involvement and attract more potential consumers, who would be encouraged to start shopping with us.
Thank you for taking the time to read my suggestion. I hope to receive a reply from you soon.
Kind regards,
[Name] __________________________________
Position_________________________________
Organization_______________________________
Contact corporate e-mail___________________________
E-mail 3
Hello Team,
As you know, in the past few weeks, there have been new developments in the number of COVID-19 cases in our department. With more infections being reported almost every day, we are forced to introduce new measures to prevent the spread of the virus and maintain each others’ safety. So, the Executive Board has announced new precautions, which our department is required to implement starting from tomorrow. I ask you to carefully read the attached documents and follow them in your day-to-day tasks. While some of the new measures might be tedious, they are highly necessary for the well-being of our colleagues and customers, as well as for the prevention of the virus’ spread.
As always, if any questions arise, you can contact me on my e-mail or WhatsApp, and I will make sure to address your concerns as soon as possible.
Stay safe and healthy,
Kind regards,
[Name]______________________________________
Position_____________________________________
Organization_________________________________
Contact e-mail and number_________________________
Works Cited
Aityan, Sergey K. “Making Presentations.” Business Research Methodology: Research Process and Methods, edited by Sergey K. Aityan, Springer International Publishing, 2022, pp. 481–491.
Febrianita, Roziana, and Susi Hardjati. “The Power of Interpersonal Communication Skill in Enhancing Service Provision.”Journal of Social Science Research, vol. 14, Apr. 2019, pp. 3192–3199. Web.
Ghobadi, Shahla, and Lars Mathiassen. “Perceived Barriers to Effective Knowledge Sharing in Agile Software Teams.” Information Systems Journal, vol. 26, no. 2, 2016, pp. 95–125. Web.
Hargie, Owen. Skilled Interpersonal Communication: Research, Theory and Practice. 7th ed., Routledge, 2021.
Robbins, Stephen. Essentials of Organizational Behavior. Pearson.
Rogala, Anna, and Sylwester Bialowas. “Theory of Communication: Evolution, Approaches, Models.” Communication in Organizational Environments: Functions, Determinants and Areas of Influence, edited by Anna Rogala and Sylwester Bialowas, Palgrave Macmillan UK, 2016, pp. 1–27.
Šergo, Zdravko. “Shadow Economy and Tourism Receipts: Evidence from Europe.” International Conference of Interdisciplinary Management Research XIII, 2017.
Slijepčević, Milica. “Modern Model of Integrated Corporate Communication.” Journal of Innovative Business and Management, vol. 10, no. 1, 2018. Web.
van Ruler, Betteke. “Communication Theory: An Underrated Pillar on Which Strategic Communication Rests.”International Journal of Strategic Communication, vol. 12, no. 4, 2018, pp. 367–381. Web.