Read the following extract and then answer the question below
Jacobson illustrates communication as a two-way process. The sender has to decide on the purpose
of the message and encode it in such a way that the receiver can understand the intended message.
The sender must also determine the channel that will relay the message. The model is usually seen
to classify communication in linear form and works mostly when instructions or information is
given.
NOISE
FEEDBACK
NOISE
Chooses
a
medium
Receiver
decodes
message
Encodes Message
using a
code
Sender
Feedback is very important for reducing error in communication. One-way communication
situations (without feedback) provide for rather rapid delivery of a message, but introduce a high
probability that the message will not be understood. It is common for many receivers in one-way
situations to stop attending when they stop understanding. Even those who do attend may have a
completely different understanding of the message than what the sender intended to convey. There
is no way for the sender to know what was received if there is no provision for feedback
Tasks:
(i) Not including feedback, critically evaluate any three elements illustrated in
Jacobson’s interpersonal communication model. Give practical examples in your
evaluation. (20 marks)
(ii) Explain the importance of feedback in communication
(i) Elements in Jacobson's interpersonal communication model:
1. Purpose of the message:
The purpose of the message is the intention or objective behind the communication. It is important because it guides the sender in determining what information or instruction needs to be conveyed. Without a clear purpose, the message may lack focus and fail to achieve its intended goal. For example, if a supervisor wants to assign a specific task to an employee, the purpose of the message would be to provide clear instructions and expectations.
2. Encoding the message:
Encoding refers to the process of converting the purpose or intention into a message that can be understood by the receiver. This involves choosing the right words, tone, and non-verbal cues to effectively convey the intended meaning. The way the message is encoded can greatly impact how it is understood by the receiver. For instance, if a manager wants to motivate employees, they may use positive language and gestures to encode the message in an uplifting and encouraging manner.
3. Choosing the communication channel:
The communication channel is the medium through which the message is transmitted. It can be face-to-face conversations, phone calls, emails, or other forms of communication. The choice of channel depends on factors such as urgency, complexity, and the preferred mode of communication for both the sender and the receiver. For example, if a team needs to discuss a complex project, a face-to-face meeting might be the most effective channel as it allows for immediate feedback and clarification.
Practical examples:
- Suppose a teacher wants to explain a difficult concept to students (purpose). To encode the message, the teacher may simplify the language used and provide relevant examples that students can relate to. The communication channel chosen could be a classroom lecture with visual aids to enhance understanding.
- In a customer service setting, the purpose may be to address a customer complaint. The message can be encoded with empathy and understanding, using appropriate language to calm the customer. The communication channel could be a phone call, ensuring real-time interaction.
(ii) Importance of feedback in communication:
Feedback plays a crucial role in effective communication as it allows the sender to gauge whether the message has been understood as intended. It provides an opportunity to correct misunderstandings, clarify information, and ensure mutual understanding between the sender and the receiver. Feedback helps to:
1. Confirm understanding: Feedback enables the sender to verify that the message has been received and interpreted correctly. It allows for clarification if there are any misconceptions or gaps in understanding.
2. Adapt communication style: Feedback helps the sender to evaluate the effectiveness of their message and adjust their communication style accordingly. This is particularly important when communicating with different individuals who may have varying preferences or levels of comprehension.
3. Improve future communication: Feedback provides valuable insights for improving future communication. It helps the sender to identify areas of improvement, refine their message, and consider alternative communication channels or methods if necessary.
In summary, feedback is essential in communication as it ensures that the intended message is understood accurately, promotes effective understanding, and allows for continuous improvement in subsequent interactions.
(i) In Jacobson's interpersonal communication model, three elements can be critically evaluated:
1. Purpose of the message: The purpose of the message is crucial in effective communication. Without a clear purpose, the message may lack focus and fail to convey the intended meaning. For example, in a business setting, if a manager wants to communicate a new policy to their team, the purpose of the message should be to inform and ensure understanding. If the purpose is not clear, the team may interpret the policy differently or not take it seriously.
2. Encoding the message: The process of encoding involves translating the purpose of the message into words, gestures, or other forms of communication. It is essential for the sender to choose the right words and use appropriate non-verbal cues to effectively convey the intended message. For instance, in a presentation, if the speaker uses complex technical jargon that the audience does not understand, the message may not be encoded effectively, leading to confusion and misinterpretation.
3. Channel selection: The choice of channel to relay the message is also critical. Different channels, such as face-to-face conversation, email, or phone call, have different capabilities for conveying information. The sender needs to select a channel that is suitable for the message content and the audience's preferences. For example, if a manager needs to provide constructive feedback to an employee, it is better to do it face-to-face, as it allows for immediate clarification and discussion. Sending the feedback via email may not convey the nuances of the message effectively.
(ii) Feedback is of utmost importance in communication for several reasons:
1. Understanding and clarification: Feedback allows the sender to gauge whether the message was understood as intended. It provides an opportunity to clarify any confusion or misunderstandings. Without feedback, the sender remains unaware of whether their message was received accurately. For example, in a classroom, if a teacher asks students for feedback on their understanding, they can address any gaps in knowledge or misconceptions.
2. Adaptation and adjustment: Feedback helps the sender adjust their communication style or content based on the receiver's response. It enables them to tailor their message to ensure better reception and understanding. For instance, if a salesperson is pitching a product to a potential customer and receives feedback that they are not addressing the customer's needs, they can adapt their approach to better meet the customer's requirements.
3. Building trust and rapport: Feedback fosters a sense of openness and trust in communication. When a sender actively seeks feedback, it shows their willingness to listen and consider the receiver's perspective. This builds rapport and fosters a healthy communication environment. For example, in a team meeting, if a leader encourages feedback and actively incorporates it into decision-making, team members feel valued and are more likely to engage in open and honest communication.
In conclusion, the purpose of the message, encoding, and channel selection are key elements in effective communication illustrated in Jacobson's model. However, feedback plays a vital role in ensuring understanding, adapting communication, and building trust in interpersonal communication.
(i) Critically evaluating three elements in Jacobson's interpersonal communication model:
1. Purpose of the message: The purpose of the message is an important element in communication as it guides the sender's intentions and provides direction for encoding the message. It helps the sender to convey their thoughts, ideas, or information effectively. However, without clear and well-defined purposes, the message may become ambiguous or confusing. For example, in a business setting, if the purpose of a message is not clearly stated, it might lead to misunderstandings and delays in decision-making.
2. Encoding the message: Encoding refers to the process of converting thoughts and ideas into a format that can be understood by the receiver. The effectiveness of encoding depends on the sender's ability to use appropriate language, symbols, and non-verbal cues to convey the intended message. However, ineffective encoding can lead to misinterpretation or miscommunication. For instance, if a sender uses technical jargon or complex language that the receiver is not familiar with, it may result in confusion or misunderstanding.
3. Channel selection: Choosing the right channel to relay the message is crucial for effective communication. The channel can be face-to-face conversations, emails, phone calls, or any other medium through which the message is transmitted. Different channels have varying levels of effectiveness depending on factors such as the urgency of the message, the nature of the content, and the receiver's preferences. However, inappropriate channel selection can hinder communication. For example, if a sensitive or personal message is conveyed via email instead of a face-to-face conversation, it may lack the necessary emotional context and lead to misinterpretation.
(ii) Importance of feedback in communication:
Feedback plays a critical role in communication as it allows the sender to gauge how well the message has been received and understood by the receiver. It provides an opportunity for clarification, correction, and improvement in subsequent communication. Here are some reasons why feedback is important:
1. Ensures understanding: Feedback helps confirm whether the receiver has understood the message as intended. It allows the sender to identify any gaps in comprehension and address them promptly. Without feedback, the sender may assume the message was understood correctly, leading to potential misunderstandings and errors.
2. Promotes two-way communication: Feedback provides an avenue for the receiver to express their thoughts, opinions, and concerns in response to the message. It encourages dialogue and fosters a collaborative environment. Without feedback, communication becomes one-sided and lacks opportunities for clarification or discussion.
3. Improves future communication: Feedback allows the sender to learn from their communication experiences and make necessary adjustments for better future communication. Constructive feedback can provide insights into how the message was received, highlighting areas for improvement in terms of clarity, tone, or content.
Overall, feedback enhances the accuracy, effectiveness, and efficiency of communication by bridging the gap between the sender's intentions and the receiver's understanding. It helps minimize errors, misunderstandings, and confusion, thereby enabling smoother and more productive communication exchanges.