Communication process: key components for successful interactions

Definition: What is a communication process?

The communication process is the exchange of information between two or more parties. It is not just about transmitting words, but also about creating meaning, promoting understanding and building relationships.

Overview of communication types

1. Verbal communication: transmission of information through spoken or written words
2. Non-verbal communication: communication without words, through gestures, facial expressions and posture
3. Paraverbal communication: The way words are spoken, including tone of voice, volume, and speaking rate

What is a communication model?

A communication model is a theoretical concept that systematically describes and explains the communication process. It analyses the various components and phases of communication.

By using a communication model, we can better understand the interaction between sender and receiver and improve the effectiveness of communication.

Different communication models offer different perspectives on the communication process. In this article, we take a closer look at the so-called “transmitter-receiver model” based on Shannon and Weaver.

The various components and steps in the communication process

To understand the communication process, it is important to look at the various components that make up it. Each of these components plays a unique role and influences the quality and effectiveness of communication.

1. ‍transmitters: The sender is the starting point of the communication process. He wants to communicate something — and that's when the journey of the message or message begins.‍
2. message: The message is the information or content that the sender wants to transmit to the recipient. Anything from simple words and sentences to complex data and multimedia content is possible. The message can be conscious or unconscious and reflect various intentions or goals of the sender.‍
3. coding: During encoding, the message is converted into a suitable format for transmission, such as speech, images, symbols, or other characters. The coding can be done verbally, non-verbally, or even digitally. Effective coding is critical so that the message is clear and understandable and is successfully communicated.‍
4. transmission channel: The transmission channel is the route by which the message travels from the sender to the recipient. Possible channels include a personal conversation, a phone call, a chat message or a letter.‍
5. transceivers: The recipient is the destination of the transmitted message. He picks up the message and processes it. ‍
6. Decoding: Decoding is the process by which the recipient interprets the received message and understands its content. To do this, it decrypts the coded symbols and signals. His experiences, values, and perspectives influence how he understands the message.‍
7. feedback: Feedback is the final step of the communication process, in which the recipient reacts to the message received. This feedback can be verbal, non-verbal, or even implicit. It provides the broadcaster with valuable information about how the message was understood and received. He then knows whether the communication was successful or whether he should adjust it again.

Example: The phases of the communication process in a professional context

That might sound pretty theoretical now. Let us therefore illustrate the communication process using a typical professional scenario: Maria, a project manager, would like to share an important update on an ongoing project with her team member Lisa via message on Microsoft Teams.

1. transmitters (Maria): Maria, the project manager, has important information about the progress of an ongoing project and decides to communicate this to her team member Lisa.
2. message (Project Update): The message Maria wants to deliver includes important details about the current status of the project, progress, challenges, and schedule changes.
3. coding (Write a message on Microsoft Teams): Maria opens Microsoft Teams and writes a message informing Lisa about the project update. It uses clear wording and adds supporting materials such as the current project plan.
4. transmission channel (Microsoft Teams): The message is sent from Maria's account to Lisa's account via Microsoft Teams.
5. transceivers (Lisa): Lisa receives the message.
6. Decoding (Reading the message): Lisa opens the message and reads Maria's project update. It interprets the information to understand the current status of the project.
7. feedback (confirmation and response): Lisa replies to Maria's message and thanks her for the quick update. On one point, she has another question, which she asks Maria via chat message.

Each of these phases in the communication process plays a crucial role in ensuring that the message is successfully delivered and understood.

Success factors for the communication process in companies

The communication process is the foundation on which personal and professional relationships are built. An effective process allows us to express ourselves, share ideas, share information, and resolve conflicts.

In the business world, clear and precise communication is the key to success. Companies that are able to communicate their messages clearly and communicate effectively with customers, employees, and other stakeholders have a competitive advantage.

Communications managers, marketing managers or sales managers in particular should carefully manage the communication process. The success factors here are:

• Clarity and accuracy of the message: Use understandable language and avoid jargon to ensure that your message is understood by everyone. It should also be clearly structured. And in the digital space, what usually counts is: The shorter, the better. Example: A company sends an email to its employees to implement a new password policy. Instead of “Please ensure that the latest security protocols are implemented and used accordingly,” the message could be better: “From April 1, all passwords must contain at least 12 characters, including numbers, uppercase and lowercase letters, and special characters. Instructions for changing your password can be found in the appendix. ”‍
• Selecting the appropriate communication channel: Depending on what you want to communicate and to whom, you should choose a suitable channel. Each channel has its advantages and disadvantages. You should also take into account the preferences and habits of your target group. Example: If a company's target group is more Generation Z, then advertising campaigns on Facebook will be less effective. Those responsible should rely much more on TikTok and Instagram.‍
• Relevance of communication over time: Make sure your message arrives at the right time for maximum impact. Example: For social networks, there are recommendations for good posting times when many users are online. For example, a post intended to interact with customers in Europe could be published at 12:00 CET to take advantage of the lunch break when users are more active.‍
• Taking target group needs into account: Communication should focus on the needs and interests of your target groups. Take time to understand your audience so that you develop relevant messages that add real value. Example: Customer feedback could alert a software vendor that users are having difficulty understanding certain features. In response, the company could create tutorial videos that are specifically designed to explain these features in a simple way.‍
• Promoting two-way communication: Communication should not only be one-sided, but should also provide space for feedback and questions. Regardless of whether it is customer feedback, internal discussions or negotiations with partners — an open communication culture is crucial for the success of the process. Example: In the area of employee communication, regular Q&A sessions on internal platforms give employees the opportunity to ask questions directly to management.

Remember that communication is a continuous process. That means they should continuously review, adjust, and improve your communication. This allows you to keep pace with constantly changing requirements and expectations.

What influence do digital technologies have on the communication process?

At the time of Shannon and Weaver in the 1940s, media such as the telephone, television or radio still played a central role. Today, it's social media, emails, chats and Co. The development of digital technologies has fundamentally changed the communication process. There are a few points for companies to consider:

In Social media recipients often become broadcasters themselvesby sharing, commenting, and creating content. This breaks up the traditional transmitter-receiver dynamic and creates a new dimension of interactivity. But it also means that negative experiences and complaints can quickly be made public. Companies should therefore continuously monitor and analyze the activities and contributions of their stakeholders. In this way, they can identify trends and sentiments at an early stage and adapt their communication strategies accordingly.

At the same time, we are moving in a Multi-channel-Environment in which we are always available and can communicate via various platforms. This variety of channels makes it possible to get in touch with different target groups and disseminate messages in different ways. As a result, a consistent communication strategy is becoming increasingly importantto ensure that messages are consistent across different channels and reach the desired target groups.

Another significant influence of digital technologies on the communication process is the increasing interaction with machines, in particular through the use of chatbots. What are the effects of this?

• Transmitter/receiver: Machines are not bound by human restrictions such as working hours. They can act as senders and receivers around the clock, which changes expectations for response times in communication.
• Message: Because chatbots are based on algorithms and predefined scripts, message transmission becomes more consistent.
• Decoding: While most people are able to interpret subtle clues and context in their communication, machines depend on their algorithms and databases being sufficiently trained to do something similar. This can lead to challenges, particularly when it comes to irony, sarcasm, or ambiguities.
• Feedback: As we've seen, feedback is an important part of ensuring that the message was received correctly. Chatbots can use feedback (e.g. in the form of “thumbs up” and “thumbs down” assessment) to learn and improve their communication skills. This results in a dynamic adjustment of the transmitter-receiver model, in which the technology iteratively improves its message encoding.

Digital channels have also meant that communication increasingly takes place in real time. Customers now expect direct answers and solutions. Companies must be able to respond immediately to inquiries if they want to meet customer needs and ensure a positive experience. This requires appropriate resources and processes. But digital technologies such as chatbots also help here.

conclusion

Companies that want to optimize their communication strategies and achieve long-term success must understand how communication processes work. This enables them to convey their messages clearly and precisely customer relationships to strengthen and increase the satisfaction of the target group.

Ultimately, the communication process is not just a theoretical concept, but a practical tool that helps companies to be successful in terms of communication in a fast-paced and connected world.