Abstract

Continuous improvement of communication requires attention to two processes and six variables. The processes are communication itself and listening. As with any manufacturing or service process, better understanding of communication and listening will lead to their improvement. Communication is a process in which messages are sent and received. The variables of this process are the: source, message, channel, receiver, feedback, and noise. The source, whether an individual or a group, generates the message. The message may contain verbal and nonverbal symbols. Channels carry the symbols, the most prominent being air waves (for verbal messages) and light waves (for visual messages). The receiver is the individual or group who decodes the symbols of the message into its meaning. When the receiver responds to the source, there is feedback. If a communication is not effective, it may be because of noise -- external interference. Causes of interference range from physical noise to preconceptions. The process of listening supports interactive communication. The elements of good listening include: an attentive posture; withholding a response until the message is complete; and paying attention to the content, organization, style, and delivery of the communication.