Professional Communication

Unit - 1

Question Bank

1. What are the major differences between technical communication and general communication?

There are a number of differences between technical communication and general communication. They are as follows:

1. Subject:

Technical communication deals with only technical information which is specific to one’s field of study or vocation. General communication deals with no specific information and can include formal and informal content ranging from formal letters to day to day chit-chat.

2.     Format:

Technical communication is direct, formal and well-organised. In spoken form technical communication involves clear and concise speech that involves the communication of only the information that is to be transferred with no outside digressions. General communication can be formal or informal, it does not need to be well-organised and it is not usually direct.

3.     Audience:

Technical communication is always conducted with the audience in mind and is formulated in such a way that it addresses a specific audience.  For example, a seminar for Engineering students. General communication is not always designed for a specific audience, for example in a public speaking event, the speaker addresses to all the people present at the event disregarding their backgrounds.

4.     Personal Involvement:

There is no place for personal feelings and emotions during a technical correspondence. One simply puts their thoughts and ideas forth and expects a similar feedback. There is no need and no point of expressing one’s feelings regarding a technical subject. Personal feelings and emotions play a vital role in general communication such as in day-to-day matters where emotions along with reason is required to deal with various situations.

5.     Information:

Technical information always deals with facts and practical information. There is no place for fiction in a technical correspondence. General information may deal with facts or fiction. Imagination and fictitious information are a common element in general correspondence.

6.     Objectivity:

Since technical information deals with facts, the communication process it is always impartial and subjective. General communication can be biased and is usually objective in nature.

7.     Purpose:

Technical communication is always carried out with a specific objective. This objective can be to either inform or to elicit a certain response or to force/request the receiver to perform an action. General communication is often carried out with no specific purpose. It can be a casual conversation between co-workers or a series of letters between two old friends. It won’t necessarily require a response or action from the receiver.

8.     Tools of communication:

Technical communication often employs the use of various communicational tools such as electronic presentations, tables, charts, graphs, diagrams, pictures etc. General communication rarely needs these tools and is most commonly carried out in simple oral or written manner.

2.     What is meant by the term ‘Technical Communication’?

The term “Technical Communication” may be broadly defined as the use of language to convey thoughts dealing with a specific field or Industry. Technical communication can be considered to be “transactional” in nature, it carries a specific purpose to be carried out between the sender and receiver, a transaction of information that may be useful for practical purposes. Effective in communication allows one to collect, organize, convey and instruct new thoughts and ideas. Technical communication is generally tailor made towards the audience or the individual to whom the information is to be conveyed. Communication can either be verbal or non-verbal, oral or written.

Technical Communication comes in many different forms that include not just oral and written methods but also various types of correspondence based on technology, dependent upon the audience, situation and purpose.

One must be thoroughly familiar with all styles of correspondence in order to facilitate effective communication. The channel of communication intrinsically depends upon the purpose and the central idea of the message to be conveyed. For example, it is feasible to acquire information or provide information using a formal phone call or an email whereas while conveying bad news to a particular individual a face-to-face conversation is considered rather apt.

3.     What is the importance and purposes of technical communication?

The purpose of technical communication is to make information clear and understandable in order to make business more productive and consumer goods more convenient.

Technical communication helps to advance our economy by ensuring viable research and development, safeguarding design and manufacturing, and protecting consumers through accurate and informative documents. Good technical communication will:

• Help employers understand and complete job tasks more successfully.
• Provide backgrounds on which new ideas can be built without repetition.
• Prevent problems with the development and manufacturing of products.
• Inform consumers how to assemble, fix or use a product.
• Provide effective customer service to the consumers.

4.     What are the fundamental characteristics of technical communication?

Below are the six main characteristics of Technical Communication:

1. Addresses a Particular Demographic

Documents and presentations are always created with the receiver in mind. Technical communication is used to provide direct information regarding specific topics with no digressions. It is essential to create an audience profile before initiating conversation. Technical conversations are direct and to the point therefore, it has no place for ambiguity or obscurity.

2.     Problem Solving

Technical communication is generally carried out in order to resolve an issue or problem. It only deals with information which is relevant to the problem at hand and works towards finding resolution. Analysis and synopsis are two important elements with regards to problem solving.

3.     Reflects on Goals and Culture

Technical communication is done with a common goal in mind. It respects the culture of an organisation and works towards the goal with the basic principle of being culturally appropriate. Words and phrases specific to an environment are used during discussions or discourses.

4.     Is a Collaborative Effort

Forms of technical communication such as documents, projects or dissertations are often a result of a team of technical communicators. Any informational document requires a number of people working on it. Even when a project is to be finished by a single person, the way they acquire technical information is always dependent on a number of sources.

5.     Use of Designing Features in Written Technical Communication

Documents often use various design features such as colour, typography, spacing and indenting, etc. to make the document look more attractive and professional. Apart from that design features allow the reader to navigate the document with greater efficiency and help them understand the document more easily.

6.     Use of Technology and Terminology

The terminology used during a technical conversation is of the specific field it is carried out in. Words and phrases used during technical communication process are often only understood by the people who are involved in it. Technological tools such as computers are often involved in technical communications. Presentations and graphical representation of various topics are extremely relevant to technical communication.

5.     Why is communication across various cultures a challenging task?

Communicating across cultures can be a challenging task. Each culture has set rules and regulations that are followed by its people without even noticing that they are following a certain pattern that is not followed anywhere in the world in the same way. Many of us are aware of our own culturally appropriate behaviours but most of us are unaware because the cultural habits are imprinted on us from a very early age. And although a culture's knowledge, rules, beliefs, values, phobias, and anxieties may be taught by external methods, most of the information is absorbed subconsciously.

Therefore, the cultural challenge for international communication has never been greater. Multinational organizations have gradually discovered that intercultural communication is a subject of great significance—not just because of continuously increasing globalization of the world, but also because their workforce is growing more and more diverse, ethnically and culturally.

Every individual is born and brought up in a particular culture and therefore no two individuals would react to a situation in the exact same way. That being said, generalizations are valid to the extent that they provide important indications on what one will most likely encounter while dealing with members of a specific culture.

Communicating across cultures can be a challenging task. Each culture has set rules and regulations that are followed by its people without even noticing that they are following a certain pattern that is not followed anywhere in the world in the same way. Many of us are aware of our own culturally appropriate behaviours but most of us are unaware because the cultural habits are imprinted on us from a very early age. And although a culture's knowledge, rules, beliefs, values, phobias, and anxieties may be taught by external methods, most of the information is absorbed subconsciously.

Therefore, the cultural challenge for international communication has never been greater. Multinational organizations have gradually discovered that intercultural communication is a subject of great significance—not just because of continuously increasing globalization of the world, but also because their workforce is growing more and more diverse, ethnically and culturally.

6.     What are the reasons for the difference in communication among various cultures?

Every individual is born and brought up in a particular culture and therefore no two individuals would react to a situation in the exact same way. That being said, generalizations are valid to the extent that they provide important indications on what one will most likely encounter while dealing with members of a specific culture.

High-Context vs. Low-Context

All international communication is influenced by various cultural differences. Even the channel of communication one chooses is coloured by cultural overtones. High-context or low-context culture refers not to the degree of industrialization but rather to the amount of content provided by various cultures during communication.

Cultures such as Mediterranean, Slav, Central European, Latin American, African, Arab, Asian, Indian culture are regarded as high context cultures when it comes to communication. They tend to leave the message unspecified and to be understood through context, nonverbal cues, and between-the-lines interpretation of what is being communicated.

On the other hand, low-context cultures such as Germanic and most of the English-speaking cultures expect messages to be explicit, direct to the point and specific.

Sequential vs. Synchronic

Various cultures think of time in various ways which affects the way they approach deadline, investments, the concept of long-term planning, investments etc. Some cultures view time sequentially, as commodity which is linear in nature and which can be spent, saved or wasted. On the other hand, some cultures view time synchronically, as a constant flux which is connected and can be experienced in the moment, and as a force which is out of one's control.

Sequential cultures include North American, Dutch, German, Swedish and English which tend to give their full attention on the fulfilment of one agenda after another.

In synchronic cultures such as South America, southern Europe and Asia the flow of time is considered as circular. A kind of loop in which the past, present and future are all interrelated.

Cultures such as the Japanese, Chinese and Korean view punctuality as a virtue and find it extremely essential to be punctual in not only official but also in social affairs.

Neutral vs. Affective

Reason and emotion both play an important role in international business practices. Depending upon these two factors a culture can be categorized as communicationally affective (readily showing emotions) or neutral (more focused towards reason).

The U.K, Norway, Netherlands, Japan and Indonesia for example could be considered as culturally neutral as they tend to react with reason rather than emotion during an international communication process. However emotional responses are readily accepted in Singapore, Italy and France.

Mannerisms

Various mannerisms are an essential part of non-verbal communication and therefore, are an intrinsic part of multi-cultural communication. It can be a difficult task to adapt to a certain culture which can create challenges in communication during an international business meeting.

For example, it is considered a respectable expression in Japan to greet someone with a bow whereas a formal handshake is a more common form of greeting in the U.K and the U.S. If one is not careful one might also hurt someone’s sentiments as they might find the mannerism of someone not adhering to their own culture as offensive. For example, a peck on the cheek is not a rare occurrence on the streets of Paris, however if the same is attempted on the streets of Mumbai where a ‘Namaste’ is considered as an appropriate way to greet, it might create trouble for both parties.

7.     What are the major barriers to effective communication?

Communication is only complete if the message received by the recipient is interpreted in the same way as was intended by the sender. But due to the presence of a wide number of factors the message may be destroyed. These factors act as barriers to effective communication. It is essential to locate and eradicate these factors in order to allow free flowing communication.

Some of the barriers that block communication are listed below:

1. Language Barriers – The linguistic ability of both the sender and receiver define their ability to effectively communicate. Especially when technical communication is concerned, the free flow of communication requires both parties to be sufficiently acquainted with the information that is being exchanged. For example, if two people from different backgrounds converse with the technical terminology of their own fields they are bound to misunderstand each other.
2. Psychological Barriers- The psychological state of the receiver plays a significant role when processing information. Factors such as personal issues, worries and stress might affect the receiver’s ability to decode information as they might be preoccupied with their own concerns.

Anger on the sender’s end is also an example of a psychological barrier, while angry one tends to convey thoughts one doesn’t mean only to regret later. Shyness, anxiety and depression may also act as barriers.

3.     Physical Barriers- Physical barriers such as noise, physical distance between the speaker and receiver, conditions of the topography, poor lighting, speech impediment, hearing disability also affect effective communication.

4.     Perceptual Barriers- The difference in how individuals perceive things also play a role in communication. People often find themselves unable to accept messages that go against their upbringing and values. Here even though the communication is effective, the feedback suffers. A similar situation might be perceived differently by different individuals and therefore might create disagreement.

5.     Cultural Barriers- Different cultures possess different norms of social interactions and communication. Something deemed appropriate in one culture might not be the same in another. Body language and gestures play a vital role in non-verbal communication which might suffer due to cultural differences.

6.     Inattention- One of the most common barriers towards effective communication is inattention, the receiver might simply be uninterested or might be daydreaming while the message is being conveyed to him.

8.  What are the various methods of avoiding barriers to communication?

Below are some methods useful for avoiding these communication barriers:

1. Clarity of words and purpose - Clarity is one of the most essential requirements of communication. While writing, it is necessary to write in good handwriting with proper grammar and sentence formation. While speaking one should use proper vocabulary and speak each word clearly and carefully along with proper inflections.
2. Active Listening- One should listen carefully what the speaker is saying in order to understand properly and provide feedback. One should be attentive while listening, ask open ended questions and should be able to summarize the information provided by the speaker.
3. Focus should be the other - While conversing one should maintain eye contact with the speaker as this shows the speaker that the message is being received by the listener. While speaking the focus should always be on the receiver.
4. Non-Verbal Communication- One’s body language often speaks as loud as his words. While communication one should show one’s reactions and interests through their body language.
5. Avoid Interruptions- It is essential to let the speaker finish talking before conveying one’s own thoughts. Interrupting is not only rude but also can be disadvantageous as one may not totally grasp the meaning of the speaker. If an interruption is absolutely necessary, one must use polite words like “pardon me” or “excuse me” instead of cutting the speaker in the middle of their thought process.
6. Controlling Emotions and Thinking before Speaking- It is said one must think twice before they speak. One must always consider the opinions and feelings of others before speaking their mind. One must also consider one’s own emotions and not speak out of anger or frustration. The process of communication should be logical rather than emotional.
7. The Message- The message one wishes to convey must always be clear and concise, there should be no doubts in one’s mind while speaking. The central idea of the message should always be conveyed completely and indubitably.
8. Eliminating Noise- One must eliminate all the outside forces that might disturb the conversation in order to maintain the flow of the communication process.
9. Feedback- One must pay attention to what the other person is saying and try to understand it as closely as possible to his intended meaning. This will allow him to provide proper responses.

9.   How does communication flow in an organisation? Explain in detail.

Data can stream in four ways in an association: downward, upward, horizontally, and diagonally. The size, nature, and structure of the organization decides how and in which direction the information will flow. In more settled and conventional organizations, a great part of the correspondence streams in a vertical—downward and upward—heading. In informal firms, generally the information will flow horizontally and diagonally. This, obviously, is an element of the practically flat hierarchical progressive system. Informal correspondences, for example, those conveyed in the organizational grapevine, show up in the both kinds of organizations.

Downward Communication Flows

Downward correspondence is when organization's managers and administrators share information with lower-level employees. In most cases the information transferred in a downward direction does not require a response. An instance might be a declaration of another CEO or notice of a merger with a different firm. Different types of higher-level downward communication incorporate speeches, web journals, digital broadcasts, and recordings. The most widely recognized ways of downward communication are daily mandates of office managers or line administrators to employees. These can even be in the form of instruction manuals or organization handbooks.

Downward correspondence conveys information that assists with notifying the workforce about key authoritative changes, new objectives, or procedures; give performance feedback at the hierarchical level; organize activities; present an official policy; or improve employee morale of consumer relations.

Upward Communication Flows

Data moving from lower-level employees to elevated level representatives is upward communication (also known as vertical communication). For instance, upward communication happens when employees report to an administrator or when team leaders report to an office manager. Things commonly conveyed upward incorporate progress reports, proposals for new projects, spending evaluations, complaints and grievances, proposals for upgrades, and scheduling concerns. In some cases a downward communication prompts a response form a higher level in the hierarchical structure, for example, when an administrator requests a suggestion for a new part or to gauge when an unfinished project will be finished.

A significant objective of managers in organisations today is to energize unconstrained or wilful upward communication from employees without the need to ask first. A few organizations go as far as to organize competitions and give prizes to the most inventive and innovative solutions and recommendations. Before employees are able to provide innovative solutions however, they must be able to trust the management that it would now hijack or sabotage their contributions. A few associations have even introduced "informant" hotlines that will let representatives report perilous, unethical, or criminal operations namelessly to maintain a strategic distance from conceivable counter by higher-ups in the organization.

Horizontal Communication Flows

Horizontal correspondence includes the trading of data across divisions at a similar level in an association (i.e., peer to peer communication). The reason for most horizontal communication is to co-ordinate events and activities and request assistance. Individuals at a similar level in the association can cooperate to deal with issues or issues in a informal and casual basis. The manager of the production division can work with the purchase administrator to quicken or postpone the shipment of materials. The fund supervisor and stock administrators can be circled in with the goal that the association can achieve the maximum profit by the coordination. Communication between two workers who report to the same supervisor is additionally a case of horizontal communication. A few issues with horizontal communication can emerge on the off chance that one manager is reluctant or unmotivated to share data, or considers endeavours to be work commonly as compromising his position (regional conduct). For a situation like that, the administrator at the next level of the hierarchy should convey downward to fortify the organization's value of co-operation.

Diagonal Communication Flows

Diagonal communication is the exchange of data among the various departments of the organisation. For instance, if the VP of sales sends an email to the VP of manufacturing asking when an item will be accessible for delivery, this is a case of horizontal communication. But if a sales representative communicates with the director of manufacturing, that would be an example of diagonal communication. At whatever point correspondence moves between different departments division, the sender's manager ought to be made a part of the loop. An administrator might be placed in a humiliating position and seem awkward in the event that he doesn't know about everything occurring in his department. Trust might be lost and careers harmed if key communication protocols are not followed properly.

External Communication Flows

Communication doesn't always begin and stop inside the association. External communication is the communication conducted outside of the association. For Example, the public relation departments with the help of senior management often deals with the image of the company in public eye. First-level and center level administration for the most part handle operational business interchanges, for example, buying, recruiting, and advertising. When communicating outside the association (paying little heed to the level), it is significant for representatives to carry on expertly and not to make commitments outside of their extent of power.

10.  What are the different types of communication?

One must be thoroughly familiar with all levels of correspondence in order to facilitate effective communication. The different levels of communication intrinsically depends upon the purpose and the central idea of the message to be conveyed. For example, it is feasible to acquire information or provide information using a formal phone call or an email whereas while conveying bad news to a particular individual a face-to-face conversation is considered rather apt.

Communication can be formal or informal

1. Formal communication: Formal Communication is the exchange of official information that flows along the different levels of the organizational hierarchy and conforms to the prescribed professional rules, policy, standards, processes and regulations of the organization.
2. Informal communication: Informal Communication is the casual and unofficial form of communication wherein the information is exchanged spontaneously between two or more persons without conforming the prescribed official rules, processes, system, formalities and chain of command.

Based on the correspondence channels, the levels of communication can be divided into 6 main types:

1. Verbal
2. Non-Verbal
3. Visual
4. Interpersonal Communication
5. Public Speaking
6. Group Discussions

1. Verbal -

This form of communication includes the utilization of language and words to pass on the intended message. Verbal Communication implies communication though spoken form only. Be that as it may, with regards to forms of communication, verbal communication can be in the spoken or the written structure. Therefore, the verbal form of communication may contain oral as well as written communication as discussed below:

Written Communication: This sort of correspondence includes any sort of trade of data in the composed structure. For instance, messages, emails , letters, reports, SMS, posts via web-based networking media, records, handbooks, banners, flyers, and so on.

Oral Communication: This type of communication is carried out orally through direct or indirect channels. Sound is the only channel through which oral communication can take place. Face to face conversations, chatrooms, voice podcast, telephone conversations are some examples of oral communication.

2.     Non-Verbal Communication -

Nonverbal communication is the type of communication that is carried out without the use of words. Nonverbal communication is usually utilized as an aid to verbal communication. This type of communication employs gestures, body language, symbols and expressions.

Nonverbal actions office set the tone of the conversation. Nonverbal communication is useful for expressing one’s mood, opinion or reaction. Below are some forms of non-verbal communication:

Physical nonverbal communication: This is the sum of the physically observable. For instance, hand gestures, visual communication, facial expressions, the tone of one’s voice, posture, stance, touch, gaze, and so on. Research shows that nonverbal communication constitutes about 55% of our daily communications

These are subtle signals that are picked up as a part of our biological wiring. for instance, if you rest your head on your palms, it'll mean that you simply are very disappointed or angry. Similarly, other subtle hints will convey your reactions to the person you want to communicate with and vice-versa.

Paralanguage: This type of communication is carried out by the tone of one’s voice. It almost 38% of all the communication that we do every day.

Along with the tone of voice, the style of speaking, voice quality, stress, emotions, or intonation all serve the purpose of expressing intent and reaction. All of these aspects are not verbal.

This type of communication is carried out with the help of drawings, illustrations, placards, presentations and symbols.

Aesthetic Communication: An important means of communication, however underrated, is art. Some of the strongest messages and inexpressible feelings and emotions have been conveyed through art throughout history.

Art as an effective form of nonverbal communication, has played an important role in influencing people even before documented history.

Appearance

First impressions formed by apparel, grooming, politeness, the colours one wears, all are essential mediums of communication.

4.     Interpersonal Communication

Interpersonal communication skills are the skills one uses while communication with individuals or groups in their everyday lives. People with good interpersonal communication skills often tend to be more successful than people who lack them. Interpersonal communication skills are vital in all areas of one’s life. People with good interpersonal communication skills are able to work well with other people and are also good with social interactions.

Though they are more targeted towards communication, interpersonal skills also include understanding body language, active listening, using gestures to express thoughts and feelings,  and also dealing with different attitudes. They also include the skills and attributes associated with emotional intelligence, or being able to understand and manage your own as well as others’ emotions.

Interpersonal skills are extensively useful in work environments, they help maintain good social relationships among colleagues and also help mitigate employer-employee affairs.

Some of the most common interpersonal skills are:

1. Active listening

2. Collaboration

3. Problem-solving

4. Conflict resolution

5. Empathy

6. Diplomacy

7. Adaptability

8. Leadership

9. Mediation

10. Patience

5.     Public Speaking

Public speaking can be defined as a presentation which is given in front of a live audience. It is a performance-based art. The goal of public speaking may be to educate, influence or entertain the audience.

Public speakers often implement visual aids such as power-point presentations; relevant objects etc. to get their content across more easily.

Public speaking is different to an online presentation is the sense that an online presentation is made as per the viewer’s discretion whereas public speaking is performed at a specific time and place.

Public speaking consists of five main elements:

1. The source of the message – The speaker
2. The content or information to be delivered – The message
3. To whom the message is addressed – The audience
4. The medium of the message – Speaking
5. The reaction of the audience – The Effect

It is significant to note that one of the most important rules of public speaking is to know one’s audience. In other words, the speaker must know how to talk to and influence his audience, to know which words will carry more effect, how his audience will react to a certain idea, what is the knowledge base or background of his audience etc.

Below are some reasons why the skill of public speaking is important and should be incorporated in one’s skillset:

1. It is a self-confidence booster. By speaking publicly one can overcome their fear of inferiority.
2. Public speaking improves speaking skills in general allowing one to be comfortable around others.
3. It can help one make an impression and win over crowds in both formal and informal settings.
4. Influential public speaking can motivate others to change or grow.
5. Didactic public speaking can help inform people about various topics and ideas they were previously unfamiliar with.
6. It is one of the most effective ways to get one’s message across large audiences.
7. One is required to speak publicly at some point in their lives. Therefore it is advisable to hone one’s skill beforehand.
8. It allows one to demonstrate their knowledge and introduce radical ideas.
9. Public speaking helps one garner people’s admiration which can be helpful in one’s career and social life as well.
10. Public speaking can help advance one’s career and social life.

6.     Group Discussions

A group discussion is a communicative situation that consists of more than two participants who share their views and opinions with other participants. It is an organized way of exchanging information, views and opinions about a problem, issue or topic among the members of a group who share some common objectives.

A group discussion is less formal when compared to meetings as it may have no structured order or specific agenda depending upon the requirement. The leadership is also less directive in group discussions as compared to meetings.

Group discussions emphasize process over product. Meaning, the emphasis in a group discussion is on how the participants interact with each other rather than the ultimate outcome of the discussion.

Given below are the basic principles of a group discussion:

1. All members of the group should get a chance to speak about the given topic freely. They must be allowed to express their thoughts, opinions and feelings without restraint and also should be allowed to peruse and finish their thoughts completely without interruptions.
2. All members of the group should be able to hear each other’s ideas and thoughts without any hindrance.
3. Group members should be allowed to test unformed ideas and explore new territories.
4. All members should be able to receive and provide constructive feedback. Feedback could be positive, negative or merely a correction of factual errors but must always be done respectfully.
5. Since the discussion is one a singular topic, there are bound to be arguments and disagreements. Therefore, it must be always kept in mind that the group discussion serves a common purpose that is to inform and educate.
6. A large number of thoughts and ideas should be discussed with different perceptions on them from all members instead of sticking to only facts.
7. No group discussion should be dominated by a single person, all members should be given an equal chance to speak.
8. Group discussions must be thought provoking and inspiring. Members must always feel like they are learning while involved in a group discussion.

11. What is meant by the term ‘Communication’? What are the main components of the process of communication?

Communication is the process of transferring information by means of speaking, reading, listening and writing. Although the act of communication is heavily dependent on these four skills, it goes beyond these and also incorporate non-verbal elements such as body language, expressions, sign language, electronically transmitted codes (Morse code etc.) etc. It is both an art and a science.

Although every individual communicates simply by being in the world, learning effective communication skills requires hard work and determination. Developing good verbal and body language skills involves learning and consciously using your skills to improve.

The communication process comprises of the following components:

1. Sender: Sender is the individual who wants to send the message to the receiver. A sender makes effective use of words, symbols, pictures, graphs etc. available to him to construct the message. The views, background, approach, skills, competencies, and knowledge of the sender determine whether the message is approachable or not.
2. Message: The message comprises of the information that is to be exchanged between the sender and the receiver. The central idea of the message must be clear and should be easily understood by the receiver.
3. Channel: The medium of communication should be chosen with respect to the purpose of the message and the ability of the receiver to comprehend it. Hence, the sender must choose an appropriate medium for transmitting the message. The channel can be oral or written, the use of oral medium is preferred when the message is urgent and requires an immediate response, the written medium is preferred when the message is technical and there is a need for it to be documented.
4. Receiver: The receiver is the individual to whom the message is addressed. The ability of the receiver to decode the message depends on the knowledge of the receiver, the reliance of the encoder, responsiveness of the receiver to the message.
5. Feedback: After the receiver receives the message he tries to decode it, understand it and tried to provide a proper feedback to the sender, who then tries to interpret the feedback.