The slides cover the first chapter from "Business Communication" by Peter Hartley and Clive G. Bruckmann. The first chapter is about applying general models of communication to a specific situation. The chapter suggests that we need a combination of approaches to "capture the richness" of everyday communication.

1. ANALYSING
COMMUNICATION
Chapter #1

2. Chapter
Focuses On
Our Definition
of
Communication
Our Understanding
of
Communication
Two Contrasting Views
of
Communication
Our understanding of what communication “is” influences how we act, and influence how we
analyse situations. Hence it is important to work out what communication involves.

3. Communication and Action
As human beings, we act on the basis of our perceptions and beliefs. Thus, if we have a faulty view of
human communication, then we will act on that view. If we have a faulty view, then our behaviour may cause
problems.
PERCEPTION
BELIEF
how people gather information, learned within their specific culture, to
inform themselves about their world, taking into account all aspects of
the individual's life.
tenets or convictions that people hold to be true ideal culture:
the standards a society would like to embrace and live up to
real culture

4. Fred’s Problem

5. Different
views
of
communication
Philip Clampit
(2001)
3 Different
Approaches of
Communication
arrow
circuit
dance

6. ANALYSING
COMMUNICATION
Define the process Interpret the meanings
Action Plan

7. Case Study
First Day
On Job

8. Model of
COMMUNICATION
Process
Information source
Transmitter/Encoder
Channel
Receiver/Decoder
Destination
Noise
Inspired from “telecommunications
systems”
Flow is “one way”

9. Process
Model of
COMMUNICATION
Information source
Transmitter/Encoder
Channel
Receiver/Decoder
Destination
Noise
Addition of “feedback loop”
Flow is “two way”
Feedback

10. SYSTEMS
Model of
COMMUNICATION
Sender
(structures info in
mind/CPU)
Receiver
(forms perception in
mind/CPU)
Noise
Addition of “feedback loop”
Flow is “two way”
Medium
Personal
Background of
receiver
Personal
Background of
sender
Message
Feedback
to Sender
Reaction
External Info
Stimulation

11. Problems with
Process Approach
No account for
social/historical
factors
Meaning is “given”
No “negotiation”
Not just “one” sender
And “one” receiver
Criticism of Process Model of communication

12. INTERPRETING
Meanings
Examine how
people “come to
agree”
Look at how people “feel”
about events
In order to fully understand how people communicate, we need to understand not just the
immediate background but the much broader social context and history of their relationship.

13. SUMMARY
The process perspective emphasizes the way messages are constructed and delivered, and the
various factors which influence how those messages are received.
The interpretive perspective emphasizes the meaning which we perceive in situations. This
meaning is often the result of complicated historical and cultural processes.
Communication can be
analyzed by
Process
Perspective
Interpretive
Perspective

14. ANALYSING
COMMUNICATION
Chapter #1
By : Robin Jha