What is Communication? Copy
Communication is the process of sharing information and ideas. In a simplistic form information is sent from a sender or encoder to a receiver or decoder. This requires a symbolic activity, most often using language.
Communication is based on the idea of respect, promises, and the want for social improvement.
Communication usually comprises three main elements:
- Content – What is being communicated?
- Form – How will that communication take place?
- Destination – How will the communication be received and de-coded (understood)?
Communication Models
Models are often used to explain communication. Models are just simplified representations of complex processes. In real estate people communicate to achieve purposes, whether or not they are conscious of the purposes. Two people, each responding to the other based on the nature of their experience includes the following parts:
Observation refers to the processes by which we recognise information coming through our five senses: seeing, hearing, tasting, smelling, and touching. In communicating, we observe not only what others are saying and how they are behaving, but also features of the environment and other events which are unfolding.
Meaning refers to the interpretations and judgments we form using our processes of thought. Observations do not remain as simple recognition of what is happening around us. A smile on somebody’s face may mean that he enjoys our company or that he is mocking a mistake that we have just made. We might judge the person as friendly or vicious.
Effect refers to the feeling, emotion, and mood which we bring to a situation and which are aroused by the meanings which we create from observations. We may feel happy when we see a friendly smile, but hostile when we see one which we consider mocking.
Motive refers to the wants, needs, desires, and intent which we bring to situations or which are aroused by events. We need and want many things, some of which are not compatible in an immediate situation. For example, the intent to “tell somebody off” may interfere with attaining the desire “avoid a scene.”
Action refers to the behaviour we engage in, including talk, of course, and the results of our actions which others can observe in the present. In this sense, action is not always movement. A stare may be an absence of movement, but it can communicate many things. The clothes we choose to wear and the way we arrange our environment are also actions which communicate.
Forms of Communication
There are many different forms of communication. A few are:
Nonverbal communication:
Nonverbal communication deals with facial expressions and body motions.
Much of the “emotional meaning” we take from other people is found in the person’s facial expressions and tone of voice, and in face to face communication we probably learn more about the message through non-verbal means as we do through the words spoken.
Verbal communication:
Verbal communication is when we communicate our message verbally to whoever is receiving the message. In face to face communication, the spoken message carries less weight than the non-verbal communication signals.
Symbolic communication:
Symbolic communications are the things that we have given meaning to and that represent a certain idea we have in place. For example, flags and signs make particular representations.
Remember… Speech and language form only part of the whole communication process.
Interpersonal Communication
Interpersonal communication is the process of sending, receiving and exchanging information with another person. This process happens using different kinds of communication which include:
- Speech
- Nonverbal communication
- Unconscious communication
Interpersonal Communication processes involve four basic elements:
- Sender; person who sends information.
- Receiver; person who receives the information sent.
- Message; content of information sent by sender.
- Feedback; response from receiver.
The key to effective communication is to have excellent interpersonal skills. This means having the ability to convey a clear message and form a relationship between the sender and the receiver of the information.
Often, there is not a lot of time to do this, so there is considerable need to be a skilled communicator:
- To be able to establish rapport quickly and easily, and
- To ensure that messages are received and understood quickly.
When trying to do this it is tempting to believe that talking is the most important aspect of communication. In fact, it is just the opposite. It is much more important, initially, to be able to listen – to establish people’s needs, and then to be able to meet those needs.
“Listening is not simply hearing – it is an active process that requires some effort” – Baden Eunson (1994).
Why effective communication skills are necessary
Real Estate is all about ‘selling’ the individual and the company to clients. In other words, good real estate agents sell clients the services that meet their needs.
Effective communication allows real estate agents to express what they do and how they will achieve the tasks they perform. Furthermore, effective communication techniques help the agent identify the client’s needs and not make assumptions about motivations or goals of the client.
Conversely ineffective communication results in the client’s or customer’s needs and wants being misunderstood. The outcome is a negative experience that does not satisfy anyone – the client, customer or the agent.
Clients seek information; will want their complaints dealt with; and many need persuading and reassuring. Good communicators should be listening for emotion as well as the information being conveyed by what clients are saying. This will assist in clarifying and identifying their needs.
The potential for miscommunications in real estate is a significant problem. The Office of Fair Trading has recognised communication as one of the most important areas of concern.
Real estate agents have expressed (written) and implied (assumed) legal and moral obligations to consumers. An agent’s knowledge is always considered to be superior to the public’s in real estate matters. Therefore communication is critical to the industry’s image and to the individual’s business practices.
The challenge therefore is to understand the complex process of communication and create effective communication methods and practice communicating professionally.
Effective communication, if used properly, will ensure both respect and repeat business.
Think about this…
We have two ears and one mouth, and should use them in those proportions!