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Management/tactical 
Historical and budget data 
Compare 
Classify 
Summarise 
Variance analyses
Exception reports 
Operational 
Customer orders, programmed 
inventory control levels, cash 
receipts/payments 
Update files 
Output reports 
Updated file listings, 
invoices 
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PART E: PERSONAL EFFECTIVENESS AND COMMUNICATION IN BUSINESS 
 
462
 
 
7
Formal communication processes 
7.1 The communication process 
Communication can be depicted as the 
radio signal
model. The sender encodes the message and 
transmits it through a medium to the receiver who decodes it into information. 
Noise
Coded
message
Decoded
message
Medium
Channel
Feedback
Distortion
Information,
ideas, attitudes
Desired action
SENDER
Understanding of
message and
meaning and/or
action required
RECEIVER
Process 
Comment 
Encoding 
of a 
message 
The code or 'language' of a message may be verbal (spoken or written) or it may be 
non-verbal, in pictures, diagrams, numbers or body language. 
Medium
for the 
message 
There are a number of channels for communication, such as a conversation, a letter, 
a noticeboard or via computer. The choice of medium used in communication 
depends on a number of factors, such as urgency, permanency, complexity, 
sensitivity and cost.
 
Feedback
The sender of a message needs feedback on the receiver's reaction. This is partly to 
test the receiver's understanding of it and partly to gauge the receiver's reaction. 
Distortion
The meaning of a message can be lost at the coding and decoding stages. Usually 
the problem is one of language and the medium used; it is very easy to give the 
wrong impression in a brief email message. 
Noise
Distractions and interference in the environment in which communication is taking 
place may be physical noise (passing traffic), technical noise (a bad telephone line), 
social noise (differences in the personalities of the parties) or psychological noise 
(anger, frustration, tiredness). 
7.2 Desirable qualities of a communication system in an organisation