Interaction Model of Communication
The interaction model of communication helps in analysing the whole communication process in which the participants that is the sender and the receiver and seen alternation positions by sending and receiving messages in a physical and psychological context. In this model communication is identified as a two way process where there is a sender who initiates the communication or encodes the message, then there is a receiver or the decoder (Barnlund, 2017) of the message, a channel or a medium through which communication is done or the message is sent, feedback that the receiver sends to the sender as an acknowledgement that the message sent has been understood and there are barriers to the communication process which is referred as noise.
- This is a complex model with high chances of misunderstandings
- Absence of proper feedback can lead to communication breakdown (Fogel, 2017)
- Impair skills like reading body language or understanding physical expressions
In the case study when Anahera does not get a reply from John regarding the low footfall in their store she thinks that it is his laid back attitude while in real it was the noise outside that acted as a barrier and John could not hear Anahera. Again in other instance Anahera cannot hear John whistling which she usually does because the customer at the store is speaking quite loudly as well as children are playing basketball outside, hence there is noice which is a barrier in this communication model
Three things that can influence the communication process in Business Communication Model are: the first important aspect is cultural diversity that is the existing cultural difference between individuals with the business (Kalogiannidis, 2020). For instance what might seem appropriate in Western culture might not be appropriate for people belonging from Eastern Culture, next is age diversity and that is difference in age group tends to influence one’s opinion and perspectives and how individual tend to solve different business challenges and the last factor is positional differences or hierarchy. For instance junior staffs in a business organization are always expected to communicate in a certain style which naturally impacts the relationship between the sender and the receiver of the communication process
In the case study it is very evident that how Cassie being young and a millennial expects John to understand the necessity of introducing their business in the social media platform however John not being from this tech-savvy generation actually fails to understand the same and how it can hamper their business. Again it is evident how Cassie is always in hurry as she is young and not much experienced hence her style of communication is often unprofessional and she often loses her calm seeing Bunning’s take over their business however John with all his experience always portrays emotional intelligence even during challenging times of the business.
According to this theory people behave differently and play different types of roles in their life that is people engage in “front stage “behaviour when they are aware of the fact that someone is watching them (Szatkowski, 2019). For instance: in a workplace setting during a team meeting. In this kind of behaviour people abide by certain social norms be it habitual or in subconscious. However the concept of “back stage” behaviour is completely different and here people are free of any kind of expectation. Hence they easily let their guard down as they are aware of no one watching them.
Limitations
One of the primary limitations of Dramaturgical Theory is that it does not produce universal statements that apply to human behaviour in common. Moreover some critique have referred to this theory as being non-systematic form of inquiry that lacks properties of being a formal theory
As ‘front stage’ behaviour John is always composed and very much unbothered with the low number of footfall at his shop rather he focuses on the consumer who arrive at his shop and does his best as a sales person. However it is his “backstage” behaviour which shows that John is also hoping each day as he closes the store and talks to his wife that about the number of customers and when the business can see some better days soon
Johari Window’s Model helps in analysing the four dimension of self-awareness where one of the quarters is blind spot. This spot explains how often there is certain information about oneself that is known to others but not to the individual themselves (Oliver & Duncan, 2019). This means that others might know certain facts about an individual’s character which he or she might be unaware of.
Considering the case study Cassie definitely has a blind spot as she is unaware of how often her behaviour or her overall dressing sense is far from being professional or often disrespectful. As a youngster she might feel that it looks trendy to act in a certain manner yet she is unaware of the fact that such behaviour is a sign of unprofessionalism, is not appreciated by all, which she needs to shade off.
An individual’s self-esteem actually helps in building his overall personality and his level of self-confidence that helps others restore their faith and belief in challenging times (Barelds et al. 2018). This is exactly the reason why business leaders are always expected to demonstrate high level of self-esteem to build the moral of the staffs.
In the case study John demonstrate high level of self-esteem as even during the challenging times of business he does not lose his intellect rather attend every customer with equal grace and empathy. He explains all the minor details to every customer and even asks Anahera to not lose her calm. In other instance when a customer asks whether they are on Facebook, John takes a very good control of the whole situation and shows high level of self-esteem and takes pride in informing how their business is more foucsed on helping local suppliers and artisans.
John and Cassie have a pre-conceived notion about each other which definitely acts as a barrier in easy understanding of each other. Such impressions often make people judgemental and acts as a challenge in establishing effective communication. Therefore in order to minimise this issue and ensure that impressions are accurate it is necessary to create a better level of understanding which is possible only when both individuals keep an open mind and create a common ground of understanding. In order to verify the accuracy of their impressions it is also important to confront what the an individual likes and dislikes in the other individual and vice versa and also have a good understanding of their own strengths and weaknesses. Such clear communication is the only method to bring accuracy in such impression
Business Communication Model
Organization culture is defined as the set of values, opinion and processes that exists within the organization and has a strong influence over the behaviour and perceptions of the staffs and members of the organization (Elsmore, 2017) and also determines their level of productivity.
However it is also important to understand the fact that every member of the organization do not have the same mindset or the same value hence there are often opinion difference and cultural differences that are evident in an organization. For instance John have a very traditional approach of doing business, believes in going local and is not quite technologically driven while Cassie is from the tech-savvy generation hence her knowledge and interest in social media is very high while she has a low understanding of how to talk in business setting or with elders. She is fast and carefree while John is slow, calm and composed. Again John demands discipline in a profession while Cassie is far from being discipline hence she is late to work which makes John extremely agitated
In high-context culture people heavily rely on their network of friends, family and focus on building strong relationship in order to survive as one large community. However low-context culture is quite opposite to this where relationships are not actually given much priority and here people tend to be much action-oriented and analytical and more concerned about individual needs (van de Vijver, 2017).
Example of high-context culture can be observed in John’s behaviour of how he always helps his customers in store while shopping as well as even when he had already closed the store but a customer arrived he was equally polite in opening it once again just to let the customer in without any further expectation. Anahera also asks Cassie to help customer with the products. Moreover John and Anahera both ask their staffs to take refreshment breaks and relax as the footfall is low. Low-context culture is visible in Cassie’s behaviour how she is more concerned about the online customers or the number of online followers rather than helping the in-store customers with their purchase. Apart from this the overall attitude which Cassie has regarding the low foot fall at the store and her constant nagging of how people are going to local grapevine and Bunnings actually shows her insensitivity towards people’s sentiments
Non-verbal communication plays an important role in an organization as it enables individuals to observe more deeply and communicate with each other without the use of words. It trains individuals to read facial expressions, body language and gestures and understand the overall environment and its people (Ali, 2018). Non-verbal cues of communication are important sources for the management to understand the existing level of employee satisfaction in an organization
Non-verbal communication can be used as:
- It can used by the manager to communicate anger or dissatisfaction to the group members without using words and being vocal about the same
- It is very useful in a setting where speaking out loud is not really possible that is in a group meeting
- Managers can analyse facial expression of group members or staff to understand if there are any major issues or challenges which the team might be facing
The first one is when Cassie with her shrill voice exclaims if all customers are going Bunnings and Anahera gives a straight look to her which shows her disgust with Cassie’s behaviour but says nothing loud. This is one of the non-verbal cues that is evident in the case study. The other one is when John asks Anahera if they can expect some more foot fall in coming days, she gives a faint smile but looks at him at with a blank eyes which shows how even she is clueless and is quite pessimistic regarding the future of their business.
References:
Ali, M. (2018). Communication skills 3: non-verbal communication. Nursing times, 114(2), 41-42.
Barelds, D. P., Wisse, B., Sanders, S., & Laurijssen, L. M. (2018). No regard for those who need it: the moderating role of follower self-esteem in the relationship between leader psychopathy and leader self-serving behavior. Frontiers in psychology, 1281.
Barnlund, D. C. (2017). A transactional model of communication. In Communication theory (pp. 47-57). Routledge.
Elsmore, P. (2017). Organisational Culture: Organisational Change?: Organisational Change?. Routledge.
Fogel, A. (2017). Two principles of communication: Co-regulation and framing. In New perspectives in early communicative development (pp. 9-22). Routledge.
Kalogiannidis, S. (2020). Impact of effective business communication on employee performance. European Journal of Business and Management Research, 5(6).
Oliver, S., & Duncan, S. (2019). Looking through the Johari window. Research for All.
Szatkowski, J. (2019). A theory of dramaturgy. Routledge.
van de Vijver, F. J. (2017). Nonverbal communication across cultures. The International Encyclopedia of Intercultural Communication, 1-10.
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