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The Sender encodes the Message, translating the idea into words.
The boss may communicate this thought by saying, “Hey you guys, we need to
order more printer toner cartridges.”
The medium of this encoded Message may be spoken words, written words, or

signs.
The receiver is the person who receives the Message.
The Receiver decodes the Message by assigning meaning to the words.
In this example, our Receiver, Bill, has a to-do list a mile long. “The boss must
know how much work I already have.” the Receiver thinks. Bill’s mind translates his
boss’s Message as, “Could you order some printer toner cartridges, in addition to
everything else I asked you to do this week…if you can find the time?”
The meaning that the Receiver assigns may not be the meaning that the Sender
intended because of such factors as noise. Noise is anything that interferes with or
distorts the Message being transformed. Noise can be external in the environment
(such as distractions) or it can be within the Receiver. For example, the Receiver may
be highly nervous and unable to pay attention to the Message. Noise can even occur
within the Sender: the Sender may be unwilling to take the time to convey an
accurate Message or the words she chooses can be ambiguous and prone to
misinterpretation.
Picture the next scene. The place: a staff meeting. The time: a few days later.
The boss believes her Message has been received.
“Are the printer toner cartridges here yet?” she asks.
“You never said it was a rush job!” the Receiver protests.
“But!”
“But!”
Miscommunications like these happen in the workplace every day. We’ve seen
that miscommunication does occur in the workplace. But how does a
miscommunication happen? It helps to think of the communication process. The
series of arrows pointing the way from the Sender to the Receiver and back again
can, and often do, fall short of their target.
KEY TAKEAWAY
Communication is vital to organizations. Poor communication is
prevalent and can have serious repercussions. Communication fulfills three
functions within organizations: transmitting information, coordinating, and
sharing emotions and feelings. Noise can disrupt or distort communication.
EXERCISES
1. Where have you seen the communication process break down—at
work? At school? At home?
2. Explain how miscommunication might be related to an accident at
work.
3. Give an example of noise during the communication process.

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