Julia Wood’s Transactional Model
The other model of communication to be discussed here is a Transactional Model developed by Julia Wood (2004). Earlier in this chapter we explored her definition of communication. You will recall that communication is:
“…a systemic process in which individuals interact with and through symbols to create and interpret meanings.”
(Wood, 2004)
That definition was then broken down into components for analysis, and part of this discussion explored the significance of symbols in our communication, how they impact upon our behaviour and how we create and interpret meanings through that process.
Wood (2004) offers the following diagram (Figure 1.2) to illustrate communications taking place between two people.
In this model you can see that communicator A transmits a message to communicator B, who receives the message, decodes the message, has a reaction to the message and then responds to communicator A. Notice that the ‘noise’ surrounds the process and that ‘shared messages’ have a direct impact on the communication between the two.
This is a far more complex model of communication than Shannon and Weaver’s which, you will recall, was linear in its process. In this model messages are being sent backwards and forwards all the time, not just in one direction but simultaneously. The Transactional Model focuses on how we interpret meaning and how meanings are shared within our communication with other people.
When communication goes wrong it is often the result of meaning being misinterpreted. Meaning in communication is said to be negotiated between the people concerned. For example, if you use a word in one context with friends it will be interpreted in a particular way by that social group but, use the same word or communication with your teachers or parents, and the meaning is not shared on the same level. For example, the words ‘sick’, ‘whatever’ and ‘random’ come to mind, as we know older people’s interpretations of these words are completely different from those of younger people. There are, no doubt, lots of other examples you can think of. Our language is constantly developing and has to accommodate new ways of living, new technologies and new ways of expressing feelings and thoughts. Social groups use a common language to communicate on a psychological and sociological level that isn’t always instantly apparent to people on the outside of that group.
The language we use, our non-verbal behaviours and the symbols we include in our communications all play a powerful role in establishing and sharing meaning. It is important to remember that understanding something is a subjective experience. We construct meaning in social contexts and share a mutual awareness and often a mutual language that is culturally bound and age-related.
The Transactional Model is a more accurate model of what really happens in face-to-face communication than the Shannon and Weaver model. The Transactional Model takes into consideration all the aspects of communication that we looked at earlier in this chapter. It is also a better basis for any new communication system you might consider creating to help the people you work with. What is it in the Transactional Model that makes it so much better at explaining what real-life communication is like? The answer lies in the channels of communication.
Channels of communication
In the Transactional Model multiple channels are being used. For example:
• facial expressions;
• body angle;
• posture;
• presentation;
• tone of voice;
• words;
• word images;
• role portrayal.
If you refer back to Figure 1.2 you will see that not only are multiple channels being used, but the arrows point both ways instead of in just one way. The person sending the message is at the same time receiving a message through the same channels. As each person receives a message they are simultaneously decoding it. They are using all their previous experiences and memories to sift through what they are receiving in order to give meaning to it. At the same time they are creating and sending their own message and there is still all that ‘noise’ going on around the communications being sent, received and decoded.
There are a number of channels that we use to communicate with others. These channels or methods tend to correspond to particular senses such as sight and hearing and, for each channel that we use, there is a method or way that facilitates its use best. We all communicate in many different forms, and the methods available for us to communicate are always increasing as information and communication technology develops, providing us with the opportunity to use multiple channels of communication to get our messages across. All the channels or methods have different advantages and disadvantages. When choosing a way to communicate, some of the aspects that you need to take into consideration are:
• how much time is available;
• how many people you are communicating with;
• whether you want people to reply to you;
• whether you want people to be able to ask you questions;
• how much information you want to get from them;
• how much information you want to give them;
• how many senses (seeing, hearing, smelling) you need them to use for them to understand the information.
The way we choose to communicate with people depends on the channels of communication open to us. In a normal situation you do not notice yourself deciding on the considerations above when you communicate with someone. However, as someone working in a helping capacity in the health and social care fields, you do need to think more carefully about the best ways to communicate with someone else. You need to take into account their needs and not just yours and balance those needs against the needs of the organisation you work within.
The message here is that once you start to unpick a communication and begin analysing the process you can start to appreciate the depth of meaning that lies behind the words and actions that you engage in. Even if you try not to interact with others you are still communicating with them. By hiding in the sluice or in the back room/office or just by simply staring out of the window you are communicating that you do not wish to interact with them. We communicate with all of our senses, our sight, hearing, smell and touch – in fact, we cannot not communicate and in order to ensure that what we are communicating is appropriate, we need to be more consciously aware of the impact we have on others. Chapter 2 will focus on how we can raise our awareness of ourselves and gain insight into the way that we interact with others.
| CHAPTER SUMMARY |
Seven key points to take away from Chapter 1:
Effective communication is the key to developing and delivering high-quality help and care.
Policy and legislation indicate that effective communication is a core skill for all people who work in public service.
It is important that we consider the different methods and modes of communication that we use in different contexts.
We use ‘symbols’ in our communication and create and interpret meaning through symbols.
Modes of communication have changed rapidly over the last 50 years and technology has revolutionised the way that we communicate.
We need to choose the most effective mode or channel of communication when we communicate directly with people, so that our message is conveyed in the most effective