Communication: Processes and problems

Communication as a two way process
Any communication between people, whether they be in the workplace or home environment, requires atleast two people. One person will be the sender and the other the receiver of this communication.

Communication can take many forms; oral, pictures, diagrams/drawings, symbols, colours, sounds, facial expression, appearance, behaviour or insignia.
Communication can be made through many different media; face-to-face, speeches, telephone, letter, bulletin/brochure, newpaper, film and tape recording.

Within the workplace, communication needs to be both downward, from executive and administration, and upward, from the worker and student. Communication is a two way process when this upward and downward process occurs.
Savage, W(1989).

When isssues or conflict arises within the workplace or home they need to be resolved. A focus on the outcome and at times with comprimise. A settlement will need to be negotiated. There are six steps to this settlement;
One person
1.States their opinion.
2.The other person tells what they understand to be your view.
3.You tell whether you are satisfied with their understanding.
The other person will now
4.State their opinion.
5.You tell what you understand as your point of view.
6.They tell whether they are satisfied with your understanding.
Mackay, H (1998)

It is acknowledged that this can be a rather artificial process, but both parties are able to clearly state their issues/ concerns while the other party verbalises their understanding of these issues/concerns.

Cohen,S(2002), suggests using 'The seven pillars of negotiational wisdom' , stated below, as process elements when negotiating.

• Relationship
• Interets
• BATNA
• Creativity
• Fairness
• Committmnet
• Communication

Cohen suggests the use of these pillars within the importance of business relationships.

Cohen, S (2002), The seven pillars of negotiational wisdom, in Negotiating skills for managers, McGraw- Hill, New York, pp. 171-187.

Mackay, H (1998), Resolving conflict through listening, in The good listener: Better relationships through better communication, Pan macmillan, Sydeny, pp. 189-199.

Savage, W (1989), Communication: Process and problems, in Human resource management in education, C Riches & C Morgan (eds), Open University Press, Milton Keynes, pp. 103-119.