1 ISSUES IN COMMUNICATION
Structure
1.0 Introduction
1.1 Objectives
1.2 Feedback: The Concept
1.2.1 Functions of communication
1.2.2 Means of communication
1.2.3 Process of communication
1.2.4 Types of communic~tion
1.2.5 Educational communication
1.3 Role of Communication
1.4 Barriers to Communication
1.5 Let Us Sum Up
1 .O INTRODUCTION
THE COMMUNICATION PROCESS
Communication plays a very crucial role in an organization. In fact, communication is the reason for human existence. There are different forms of communication through which the intentions of people and animals and even plants alike can be passed across to another. Without communication, life will be very difficult and in fact, it will be full of chaos
The basic process of communication begins when a fact or idea is observed by one person. That person (the sender) may decide to translate the observation into a message, and then transmit the message through some communication medium to another person (the receiver). The receiver then must interpret the message and provide feedback to the sender indicating that the message has been understood and appropriate action taken.
OBJECTIVES
After going through this carefully, we should be able to: define the concept of feedback importance in communication ,explain the functions and process of feedback; describe the different kinds of feedback and describe the barriers in the way of effective feedback.
FEEDBACK: THE CONCEPT
Feedback is such an important communication tool. Openness, honesty, candor, trust -- all of these are hallmarks of high performance teams and organizations. Good feedback skills are essential to any relationship
What is the importance of feedback in the communication process
Because you need "feed back" or another parties input for "communication" otherwise it's just considered "talking too". Also if you get feed back you can be assured that the other person was actively listening and that they understood what you said. Ex: If you are talking about childcare and the person response with tuna sandwich you know that they did not comprehend what you were saying.
Receivers are not just passive absorbers of messages; they receive the message and respond to them. This response of a receiver to sender’s message is called Feedback. Sometimes a feedback could be a non-verbal smiles, sighs etc. Sometimes it is oral, as when you react to a colleague’s ideas with questions or comments. Feedback can also be written like - replying to an e-mail, etc.
Feedback is your audience’s response; it enables you to evaluate the effectiveness of your message. If your audience doesn’t understand what you mean, you can tell by the response and then refine the message accordingly.
Feedback makes communication meaningful. It is the end-result of an idea and makes communication continuous. In the process of communication, the originator first gets the idea to be passed across and then think of how to get it across via appropriate channel or medium. After the coding and dissemination, one expects the decoder after receiving the information or idea to give response. The response thus given is called the response which may be verbal or non-verbal, that is, in words or mere smile, glance, clap, etc.
While feedback could be instantaneous as in the case of verbal conversation between two people standing or on telephone conversation or internet instant message, it could be delayed for sometime before the response is given to allow the receiver to think and take his time to consider what he is given. While the former is common to an informal communication, the latter goes with formal communication via letters, memo, etc. Feedback could also be in written form or in oral form or even both. It could be also in form of demonstration e.g. body movement, paralanguage, gesture, posture, etc.
At one time or another, people are seen been frustrated as a result of the refusal of another person to give response to their message or letter. Some got so mad that delay in such could result to disciplinary measures or insubordination especially in a formal setting. To lovers, it means life itself. Refusal to communicate one's intentions may mal the whole relationship of a thing. All these explain the importance of feedback in communication
1.2.1 Functions of communication
What is the purpose of Feedback?
One of the key questions that we considered was , "What is the purpose of feedback:
Confidence Building: Feedback can be used to give encouragement, to help to strive to further improve their work in the future
Performance Improvement: Feedback can be used to provide individuals with information on how performance improvement can be implemented, and improvement plans produced.
Identify strengths and weaknesses: To enable to identify their strengths and weaknesses within the module/task set.
Correction: Correct errors, and point out information that they might have missed.
Feedback to aid intellectual achievement: where feedback is the assessment of outcomes generated through undertaking assignments, students build their intellectual achievement on the foundations of feedback.
Achievement: give s an idea of how well they have achieved
Clarification and accountability: where feedback is used to demonstrate/clarify how a specific grade was reached- accountability.
Student experience: where feedback can be seen to enhance the quality of student educational experiences.
However, as one delegate stated of feedback (which it is argued gives justification for this guide): Qualitative only works well if done correctly. Bad feedback is worse than no feedback!
1.2.3 Process of communication
So how do you give someone effective feedback? First, ensure your intention is to be helpful and supportive, rather than to "slam." Check to make sure the person wants and is ready to accept feedback, if you haven't been asked to provide it. Before providing your feedback, ask the person for their assessment of the situation.
But, how do you say it? What words do you use that will ensure the message is delivered properly? Be specific. Describe the actual behavior you observed, not personality traits. Avoid generalities, vague statements, and inferences. Use "I" statements: I saw..., I heard..., I felt... Describe the impact of the behavior on you: "I felt...when you..." Be sincere with your comments. Don't say that something was good when you don't really believe it.
It's important to give a balanced mix of both positive feedback and feedback for improvement. Try to end with a positive comment. Be sure that the feedback recipient has understood your comments. Encourage a response.
Another important point. Consider timeliness. Don't "store up" feedback of either kind and dump it on a person. Feedback is much more effective if provided close to the time the behavior actually occurred.
1.2.4 '~type s of communication
You get verbal feedback, what people say, and non-verbal feedback, what their body language and actions tell you There are two types of feedback -- Positive feedback and feedback for improvement.
Positive Feedback - Positive feedback is information about what someone did well. There's a very simple approach you can use when giving positive feedback.
- Describe what the person actually did or said, and
- Why this statement or action was effective.
Make sure your "What and Why" approach is based on specific, sincere information. For example: "Mary, when you presented the results of the team's customer satisfaction survey, your charts were very clear and easy to understand (what). They made it easy to identify which areas we need to work on to make our customers happier (why).."
Feedback for Improvement - Feedback for improvement is given about situations which did not go well, or which could have been better. In this case, it's important to tell the person specifically what could have been said or done differently, and why that would have been more effective.
The approach to giving feedback for improvement is:
- Describe what was said or done,
- Tell what would have been a better approach, and
- Why that would have been better
Make sure your "What, What and Why" approach is based on specific, sincere information. For example: "George, when you commented on Ted's report, I felt your remarks sounded sarcastic and not specific enough to be helpful (what). If you tell Ted exactly what additional information is necessary (what), he'll be able to incorporate the information you feel is needed when he revises the report (why).."
Written Feedback
Oral Feedback
Electronic Feedback
Feedback through Self Assessment/Peer Assessment
Timing of Feedback
General
.
. 1.2.4 Importance of feedback in communication
Feedback is essential Positive feedback provides an important source of motivation, while technical feedback is required to make gain a competitive edge. Indeed, what use are goals if you cannot evaluate your progress against them? While the scoreboard is your primary source of feedback against outcome goals, you will often rely on feedback from others to evaluate progress against process goals. You can also learn to give feedback effectively to build a stronger, more constructive relationship you can choose how to respond to feedback – learning from the positives and ignoring harsh or unhelpful feedback.
Feedback is important because:
- It prevents small issues from festering into unmanageable problems.
- It builds trust in relationships.
- It promotes personal and professional growth.
- It acknowledges individual and team accomplishments.
- It clears up misunderstandings.
- It is a way to acknowledge and recognize team members' skills and contributions.
The following are some of the importance of feedback in communication either in a formal or informal setting:
It completes the whole process of communication and makes it continuous.
2. It sustains communication process
3. It makes one know if one is really communication or making sense
4. It is a basis for measuring the effectiveness of communication
5. It is a good basis for planning on what next to be done especially statistical report
6. Communication will be useless without feedback
These points are few in number. The basis being established here is that feedback is the livewire of communication as communication is the livewire of human existence and interaction. Thus, feedback should be carefully considered before being put forward due to its significance.
As a result, effective feedback makes life at work a great deal easier and more rewarding.
Receiving Feedback
There's also special skill required when receiving feedback. If you ask for feedback, be sure you are ready to receive it. Actively listen with your full attention. Ask for specific examples of what you did well and what could have been better. Ask questions to clarify, and paraphrase to check your understanding. Don't resist the feedback and avoid being defensive -- don't explain, rationalize or justify. Listen for the impact your behavior is having on the other person. Consider carefully whether, and how you want to change your behavior. Let others know immediately so they can support you. Ask for help and assistance, if appropriate. Most importantly, thank others when they provide you feedback. They have taken a risk to help you grow.
Remember: Feedback is a gift, a unique learning opportunity. Whether you agree or not, it has value because it represents a set of perceptions about you and your behavior.
What is communication?
Is that a strange question to ask? Well, not really, because many of us will have experienced the manager at work that believes he is communicating through his barrage of memos, or the teacher that talks at the class but doesn’t listen. Both of these people communicate, to a degree, but are they effective?
Verbal communication occurs when we talk, listen, shout, sing, write or read. Non-verbal communication occurs through facial expression and body language, and can be very powerful. We’ve all noticed when someone says one thing and means another. That person has failed to realise that while they verbally communicating one thing, they are sending out a powerful and contradictory message when they quickly cough or shift their eyes from yours.
The importance of feedback
Receiving feedback
Eliciting feedback from your coach shows that you trust them, and tells them that you are ‘coachable’ and a good investment of their time.
When asking for feedback:
• Give notice – time for the coach to gather their thoughts and give some examples;
• Choose the right time – ask for time outside of practice or competition, when the pressure is off;
• Receive genuinely – do not be defensive, show interest in what is being said, ask for clarification and examples; and
• Show your appreciation – respond positively by following the advice, and thank your coach.
Try to be relaxed and open when receiving feedback. Defensive behaviour– not accepting advice or not giving up your argument has detrimental effects on your relationship with others.
Giving Feedback
Giving feedback is important to ensure that a coach does not repeat unwanted behaviour and that you get the most out of the time you spend with them. You can also learn to give feedback to team-mates without appearing ‘bossy’ or stepping on anyone else’s toes.
When giving feedback remember to AID your coach or team-mates by stating the Action, the Impact of that Action and the Desired Outcome.
Their Action – what it is that they are doing, in an objective or descriptive way, as if you were playing back a recording to them e.g. , “In your team talk you talked about winning for the fans out there” or “You ran straight across the penalty area”;. Descriptive feedback is different from evaluative feedback in that it literally describes what you have seen (‘you stood still’) or heard (‘I couldn’t hear your voice’. Evaluative feedback on the other hand contains opinions related to what you saw (‘you were lazy’) or heard ‘you didn’t shout’.
The Impact of that action – what it made you think about, how it made you feel, or the tactical implication of the action e.g. ”I talked to a few others about it and it made us feel more nervous about going out for the game than normal” or “That meant that the supply to the centre-forward was cut off and the attack broke down”.
The Desired outcome – how you would like your coach or team-mate to behave in future, e.g. “It might be better if you talked about the tactics then gave us a few minutes on our own to mentally prepare for the game” or “If you make your run towards the near post it gives us more attacking options”.
Supportive feedback tends to be best received. It builds trust, is usually reciprocated and helps develop more effective relationships. When you give emotional support you are opening up a likely source of support for when you need it.
Giving feedback under pressure
During a game, or any other pressure situation, however, you can’t give feedback in this way to a team-mate, as you can’t sit them down and take the time required. In pressure situations bear the following in mind.
Be positive. Instead of bawling someone out for what they did wrong, focus on the desired behaviour. Point them in the right direction. This is where team goals are useful – if you all know the team goals you can make a goal-directed comment that reinforces team cohesion.
Make a request. Tell your team mate exactly what you need – use statements like ‘it would help me if …’ or ‘ what I need from you is…’
Don’t highlight mistakes – focusing too heavily on what has already passed, .e.g. “what did you pass to him for?” –takes your team-mate out of ‘the now’ and is more likely to make another mistake as a result. It can also cause resentment. If you follow up any such comments with more detailed feedback it is likely to make your team-mate feel encouraged and coached, rather than resentful and humiliated.
Some final advice
Seek to understand, then to be understood (Covey, 1992). Really try to understand the person that you are talking to. If you take the time to listen carefully to their point of view and to understand where they are coming from, you will find it far easier to find a way of getting your message across. Just like any good doctor – diagnose before you prescribe.
When the time comes to deliver your message make eye contact, stay on track, repeat key messages and ask if you are being understood.
Oh yes, I nearly forgot. Think before you speak, or roll your eyes, or throw your hands in the air.
LET US SUM UP
Structure
1.0 Introduction
1.1 Objectives
1.2 Feedback: The Concept
1.2.1 Functions of communication
1.2.2 Means of communication
1.2.3 Process of communication
1.2.4 Types of communic~tion
1.2.5 Educational communication
1.3 Role of Communication
1.4 Barriers to Communication
1.5 Let Us Sum Up
1 .O INTRODUCTION
THE COMMUNICATION PROCESS
Communication plays a very crucial role in an organization. In fact, communication is the reason for human existence. There are different forms of communication through which the intentions of people and animals and even plants alike can be passed across to another. Without communication, life will be very difficult and in fact, it will be full of chaos
The basic process of communication begins when a fact or idea is observed by one person. That person (the sender) may decide to translate the observation into a message, and then transmit the message through some communication medium to another person (the receiver). The receiver then must interpret the message and provide feedback to the sender indicating that the message has been understood and appropriate action taken.
OBJECTIVES
After going through this carefully, we should be able to: define the concept of feedback importance in communication ,explain the functions and process of feedback; describe the different kinds of feedback and describe the barriers in the way of effective feedback.
FEEDBACK: THE CONCEPT
Feedback is such an important communication tool. Openness, honesty, candor, trust -- all of these are hallmarks of high performance teams and organizations. Good feedback skills are essential to any relationship
What is the importance of feedback in the communication process
Because you need "feed back" or another parties input for "communication" otherwise it's just considered "talking too". Also if you get feed back you can be assured that the other person was actively listening and that they understood what you said. Ex: If you are talking about childcare and the person response with tuna sandwich you know that they did not comprehend what you were saying.
Receivers are not just passive absorbers of messages; they receive the message and respond to them. This response of a receiver to sender’s message is called Feedback. Sometimes a feedback could be a non-verbal smiles, sighs etc. Sometimes it is oral, as when you react to a colleague’s ideas with questions or comments. Feedback can also be written like - replying to an e-mail, etc.
Feedback is your audience’s response; it enables you to evaluate the effectiveness of your message. If your audience doesn’t understand what you mean, you can tell by the response and then refine the message accordingly.
Feedback makes communication meaningful. It is the end-result of an idea and makes communication continuous. In the process of communication, the originator first gets the idea to be passed across and then think of how to get it across via appropriate channel or medium. After the coding and dissemination, one expects the decoder after receiving the information or idea to give response. The response thus given is called the response which may be verbal or non-verbal, that is, in words or mere smile, glance, clap, etc.
While feedback could be instantaneous as in the case of verbal conversation between two people standing or on telephone conversation or internet instant message, it could be delayed for sometime before the response is given to allow the receiver to think and take his time to consider what he is given. While the former is common to an informal communication, the latter goes with formal communication via letters, memo, etc. Feedback could also be in written form or in oral form or even both. It could be also in form of demonstration e.g. body movement, paralanguage, gesture, posture, etc.
At one time or another, people are seen been frustrated as a result of the refusal of another person to give response to their message or letter. Some got so mad that delay in such could result to disciplinary measures or insubordination especially in a formal setting. To lovers, it means life itself. Refusal to communicate one's intentions may mal the whole relationship of a thing. All these explain the importance of feedback in communication
1.2.1 Functions of communication
What is the purpose of Feedback?
One of the key questions that we considered was , "What is the purpose of feedback:
Confidence Building: Feedback can be used to give encouragement, to help to strive to further improve their work in the future
Performance Improvement: Feedback can be used to provide individuals with information on how performance improvement can be implemented, and improvement plans produced.
Identify strengths and weaknesses: To enable to identify their strengths and weaknesses within the module/task set.
Correction: Correct errors, and point out information that they might have missed.
Feedback to aid intellectual achievement: where feedback is the assessment of outcomes generated through undertaking assignments, students build their intellectual achievement on the foundations of feedback.
Achievement: give s an idea of how well they have achieved
Clarification and accountability: where feedback is used to demonstrate/clarify how a specific grade was reached- accountability.
Student experience: where feedback can be seen to enhance the quality of student educational experiences.
However, as one delegate stated of feedback (which it is argued gives justification for this guide): Qualitative only works well if done correctly. Bad feedback is worse than no feedback!
1.2.3 Process of communication
So how do you give someone effective feedback? First, ensure your intention is to be helpful and supportive, rather than to "slam." Check to make sure the person wants and is ready to accept feedback, if you haven't been asked to provide it. Before providing your feedback, ask the person for their assessment of the situation.
But, how do you say it? What words do you use that will ensure the message is delivered properly? Be specific. Describe the actual behavior you observed, not personality traits. Avoid generalities, vague statements, and inferences. Use "I" statements: I saw..., I heard..., I felt... Describe the impact of the behavior on you: "I felt...when you..." Be sincere with your comments. Don't say that something was good when you don't really believe it.
It's important to give a balanced mix of both positive feedback and feedback for improvement. Try to end with a positive comment. Be sure that the feedback recipient has understood your comments. Encourage a response.
Another important point. Consider timeliness. Don't "store up" feedback of either kind and dump it on a person. Feedback is much more effective if provided close to the time the behavior actually occurred.
1.2.4 '~type s of communication
You get verbal feedback, what people say, and non-verbal feedback, what their body language and actions tell you There are two types of feedback -- Positive feedback and feedback for improvement.
Positive Feedback - Positive feedback is information about what someone did well. There's a very simple approach you can use when giving positive feedback.
- Describe what the person actually did or said, and
- Why this statement or action was effective.
Make sure your "What and Why" approach is based on specific, sincere information. For example: "Mary, when you presented the results of the team's customer satisfaction survey, your charts were very clear and easy to understand (what). They made it easy to identify which areas we need to work on to make our customers happier (why).."
Feedback for Improvement - Feedback for improvement is given about situations which did not go well, or which could have been better. In this case, it's important to tell the person specifically what could have been said or done differently, and why that would have been more effective.
The approach to giving feedback for improvement is:
- Describe what was said or done,
- Tell what would have been a better approach, and
- Why that would have been better
Make sure your "What, What and Why" approach is based on specific, sincere information. For example: "George, when you commented on Ted's report, I felt your remarks sounded sarcastic and not specific enough to be helpful (what). If you tell Ted exactly what additional information is necessary (what), he'll be able to incorporate the information you feel is needed when he revises the report (why).."
Written Feedback
Oral Feedback
Electronic Feedback
Feedback through Self Assessment/Peer Assessment
Timing of Feedback
General
.
. 1.2.4 Importance of feedback in communication
Feedback is essential Positive feedback provides an important source of motivation, while technical feedback is required to make gain a competitive edge. Indeed, what use are goals if you cannot evaluate your progress against them? While the scoreboard is your primary source of feedback against outcome goals, you will often rely on feedback from others to evaluate progress against process goals. You can also learn to give feedback effectively to build a stronger, more constructive relationship you can choose how to respond to feedback – learning from the positives and ignoring harsh or unhelpful feedback.
Feedback is important because:
- It prevents small issues from festering into unmanageable problems.
- It builds trust in relationships.
- It promotes personal and professional growth.
- It acknowledges individual and team accomplishments.
- It clears up misunderstandings.
- It is a way to acknowledge and recognize team members' skills and contributions.
The following are some of the importance of feedback in communication either in a formal or informal setting:
It completes the whole process of communication and makes it continuous.
2. It sustains communication process
3. It makes one know if one is really communication or making sense
4. It is a basis for measuring the effectiveness of communication
5. It is a good basis for planning on what next to be done especially statistical report
6. Communication will be useless without feedback
These points are few in number. The basis being established here is that feedback is the livewire of communication as communication is the livewire of human existence and interaction. Thus, feedback should be carefully considered before being put forward due to its significance.
As a result, effective feedback makes life at work a great deal easier and more rewarding.
Receiving Feedback
There's also special skill required when receiving feedback. If you ask for feedback, be sure you are ready to receive it. Actively listen with your full attention. Ask for specific examples of what you did well and what could have been better. Ask questions to clarify, and paraphrase to check your understanding. Don't resist the feedback and avoid being defensive -- don't explain, rationalize or justify. Listen for the impact your behavior is having on the other person. Consider carefully whether, and how you want to change your behavior. Let others know immediately so they can support you. Ask for help and assistance, if appropriate. Most importantly, thank others when they provide you feedback. They have taken a risk to help you grow.
Remember: Feedback is a gift, a unique learning opportunity. Whether you agree or not, it has value because it represents a set of perceptions about you and your behavior.
What is communication?
Is that a strange question to ask? Well, not really, because many of us will have experienced the manager at work that believes he is communicating through his barrage of memos, or the teacher that talks at the class but doesn’t listen. Both of these people communicate, to a degree, but are they effective?
Verbal communication occurs when we talk, listen, shout, sing, write or read. Non-verbal communication occurs through facial expression and body language, and can be very powerful. We’ve all noticed when someone says one thing and means another. That person has failed to realise that while they verbally communicating one thing, they are sending out a powerful and contradictory message when they quickly cough or shift their eyes from yours.
The importance of feedback
Receiving feedback
Eliciting feedback from your coach shows that you trust them, and tells them that you are ‘coachable’ and a good investment of their time.
When asking for feedback:
• Give notice – time for the coach to gather their thoughts and give some examples;
• Choose the right time – ask for time outside of practice or competition, when the pressure is off;
• Receive genuinely – do not be defensive, show interest in what is being said, ask for clarification and examples; and
• Show your appreciation – respond positively by following the advice, and thank your coach.
Try to be relaxed and open when receiving feedback. Defensive behaviour– not accepting advice or not giving up your argument has detrimental effects on your relationship with others.
Giving Feedback
Giving feedback is important to ensure that a coach does not repeat unwanted behaviour and that you get the most out of the time you spend with them. You can also learn to give feedback to team-mates without appearing ‘bossy’ or stepping on anyone else’s toes.
When giving feedback remember to AID your coach or team-mates by stating the Action, the Impact of that Action and the Desired Outcome.
Their Action – what it is that they are doing, in an objective or descriptive way, as if you were playing back a recording to them e.g. , “In your team talk you talked about winning for the fans out there” or “You ran straight across the penalty area”;. Descriptive feedback is different from evaluative feedback in that it literally describes what you have seen (‘you stood still’) or heard (‘I couldn’t hear your voice’. Evaluative feedback on the other hand contains opinions related to what you saw (‘you were lazy’) or heard ‘you didn’t shout’.
The Impact of that action – what it made you think about, how it made you feel, or the tactical implication of the action e.g. ”I talked to a few others about it and it made us feel more nervous about going out for the game than normal” or “That meant that the supply to the centre-forward was cut off and the attack broke down”.
The Desired outcome – how you would like your coach or team-mate to behave in future, e.g. “It might be better if you talked about the tactics then gave us a few minutes on our own to mentally prepare for the game” or “If you make your run towards the near post it gives us more attacking options”.
Supportive feedback tends to be best received. It builds trust, is usually reciprocated and helps develop more effective relationships. When you give emotional support you are opening up a likely source of support for when you need it.
Giving feedback under pressure
During a game, or any other pressure situation, however, you can’t give feedback in this way to a team-mate, as you can’t sit them down and take the time required. In pressure situations bear the following in mind.
Be positive. Instead of bawling someone out for what they did wrong, focus on the desired behaviour. Point them in the right direction. This is where team goals are useful – if you all know the team goals you can make a goal-directed comment that reinforces team cohesion.
Make a request. Tell your team mate exactly what you need – use statements like ‘it would help me if …’ or ‘ what I need from you is…’
Don’t highlight mistakes – focusing too heavily on what has already passed, .e.g. “what did you pass to him for?” –takes your team-mate out of ‘the now’ and is more likely to make another mistake as a result. It can also cause resentment. If you follow up any such comments with more detailed feedback it is likely to make your team-mate feel encouraged and coached, rather than resentful and humiliated.
Some final advice
Seek to understand, then to be understood (Covey, 1992). Really try to understand the person that you are talking to. If you take the time to listen carefully to their point of view and to understand where they are coming from, you will find it far easier to find a way of getting your message across. Just like any good doctor – diagnose before you prescribe.
When the time comes to deliver your message make eye contact, stay on track, repeat key messages and ask if you are being understood.
Oh yes, I nearly forgot. Think before you speak, or roll your eyes, or throw your hands in the air.
LET US SUM UP