BUS210: Business Communication

Understanding the context of a situation may lead to an awareness of necessary precautions.

Context refers to environmental factors that influence the outcomes of communication. These include time and place, as well as factors like family relationships, gender, culture, personal interest and the environment. Any given situation may involve many interacting contexts, including the retrospective context and the emergent context. The retrospective context is everything that comes before a particular behavior that might help understand and interpret that behavior, while the emergent context refers to relevant events that come after the behavior. Context can include all aspects of social channels and situational milieu, the cultural and linguistic backgrounds of the participants, and the developmental stage or maturity of the participants.

Situational milieu

Situational milieu can be defined as the combination of the social and physical environments in which something takes place. For example, a classroom, a military conflict, a supermarket checkout, and a hospital would be considered situational milieus. The season, weather, current physical location and environment are also milieus.

To understand the meaning of what is being communicated, context must be considered. Internal and external noise can have a profound effect on interpersonal communication. External noise consists of outside influences that distract from the communication. Internal noise is described as cognitive causes of interference in a communication transaction. In the hospital setting, for example, external noise can include the sound made by medical equipment or conversations had by team members outside of patient's rooms, and internal noise could be a health care professional's thoughts about other issues that distract them from the current conversation with a client.

Channels of communication also affect the effectiveness of interpersonal communication. Communication channels may be either synchronous or asynchronous. Synchronous communication takes place in real time, for example face-to-face discussions and telephone conversations. Asynchronous communications can be sent and received at different times, as with text messages and e-mails.

In a hospital environment, for example, urgent situations may require the immediacy of communication through synchronous channels. Benefits of synchronous communication include immediate message delivery, and fewer chances of misunderstandings and miscommunications. A disadvantage of synchronous communication is that it can be difficult to retain, recall, and organize the information that has been given in a verbal message, especially when copious amounts of data have been communicated in a short amount of time. Asynchronous messages can serve as reminders of what has been done and what needs to be done, which can prove beneficial in a fast-paced health care setting. However, the sender does not know when the other person will receive the message. When used appropriately, synchronous and asynchronous communication channels are both efficient ways to communicate. Mistakes in hospital contexts are often a result of communication problems.

Cultural and linguistic backgrounds

Linguistics is the study of language, and is divided into three broad aspects: the form of language, the meaning of language, and the context or function of language. Form refers to the words and sounds of language and how the words are used to make sentences. Meaning focuses on the significance of the words and sentences that human beings have put together. Function, or context, interprets the meaning of the words and sentences being said to understand why a person is communicating.

Culture is a human concept that encompasses the beliefs, values, attitudes, and customs of groups of people. It is important in communication because of the help it provides in transmitting complex ideas, feelings, and specific situations from one person to another. Culture influences an individual's thoughts, feelings and actions, and therefore affects communication. The more difference there is between the cultural backgrounds of two people, the more different their styles of communication will be. Therefore, it is important to be aware of a person's background, ideas and beliefs and consider their social, economic and political positions before attempting to decode the message accurately and respond appropriately. Five major elements related to culture affect the communication process:

Communication diagram showing types of communication between cultures, including verbal and non-verbal communication.

1. Cultural history
2. Religion
3. Value (personal and cultural)
4. Social organization
5. Language
   

Communication between cultures may occur through verbal communication or nonverbal communication. Culture influences verbal communication in a variety of ways, particularly by imposing language barriers. Each individual has their own languages, beliefs and values that must be considered. Factors influencing nonverbal communication include the different roles of eye contact in different cultures. Touching as a form of greeting may be perceived as impolite in some cultures, but normal in others. Acknowledging and understanding these cultural differences improves communication.

In the health professions, communication is an important part of the quality of care and strongly influences client and resident satisfaction; it is a core element of care and is a fundamentally required skill. For example, the nurse-patient relationship is mediated by both verbal and nonverbal communication, and both aspects need to be understood.

Developmental Progress (maturity)

Pie chart of verbal (20%) and non-verbal (80%) communication in infants.

Communication skills develop throughout one's lifetime. The majority of language development happens during infancy and early childhood. The attributes for each level of development can be used to improve communication with individuals of these ages.