COMMUNICATION

❖ Channels
❖ Factors to considered in selection
❖ Factors affecting the flow
❖ Barriers
 What is communication?

• Communication is a process between at

least two people – a sender and a receiver –
that begins when one person wants to send
a messagehttps://youtu.be/nEP20N-Bcu0
to another.
 Reasons for communication in business

• To provide information • To discuss and evaluate

• To give or receive instruction • To enquire and clarify
• To encourage and praise • To request or seek assistance
• To set procedures and assign duties • To boost morale
• To Offer suggestions and counsel • To reprimand
Characteristics of good communication
 Characteristics of good communication cont.

2. Influential Factors 3. Suitability

• The choice of communication • The channel of communication
channel must be determined by the and form of address must relate to
factors that influence it e.g. the the occasion, gender and status of
urgency. the person, e.g. not using
telephone conversation when
personal contact would be better.
 Characteristics of good communication cont.

• 4. Accuracy
• 6. Brevity
Information in the message ( Facts,
The message must be as short as
figures and diagrams) must be correct. possible but with all essential clearly
stated.

• 5. Modesty 7. Specificity
The message must not be misleading,
It must be to the point and not cause
have double meanings or assume that
unpleasantness something is known.
 CHANNELS OF COMMUNICATION

• Directional
• Oral
• Electronic
• Written
 DIRECTIONAL CHANNEL OF
COMMUNICATION

• The directional channel of communication in

an organisation is internal, from management,
staff and employees, and external, from
suppliers, customers and financial institutions.
They may be formal or informal.
 FORMAL AND INFORMAL CHANNEL
OF COMMUNICATION
• The formal/official channel of communication is used by
executives and /or employees in carrying out the functions of the
organisation.
• The informal/unofficial channel of communication is used by
employees outside the formal lines of communication promotes
social interaction among members of a group (for example a card
club or a cricket team) and provides an alternative channel of
communication.
ORAL CHANNELS OF COMMUNICATION

• Interviews
• Meetings
• Conferences
• Radio and television; and
• Telephone; intercom
 INTERVIEW
• A formal and organised
verbal channel of
communication between an
interviewer or a panel of
interviewers and an
interviewee.
 MEETINGS AND COMFERENCES

• MEETINGS – A formal or informal face-to-face channel of

communication among people on a specific topic or issue.
• CONFERENCES – A formal and organised face-to-face
channel of communication between speaker(s) and participants
on given topic. It is usually accompanied by written and/or
visual communication.
 RADIO AND TELEVISION

• RADIO - A formal one-way, or sometimes two-way, channel of

communication to the listening public on current events and topics of
interest. It is heard only by those who turn on and listen to the broadcasting
station.

• TELEVISION – A formal channel of one-way communication of live

presentations to the publics on current events and topics if interest and
usually viewed and heard only by those who switch on the television channel.
 TELEPHONE AND INTERCOM

• TELEPHONE – An electronic channel of oral communication

between two persons who are some distance apart.

• INTERCOM - An intercom system is a two-way communication

electronic device that contains circuitry for the purpose of transmitting and
receiving audio and/or video transmissions.
 ADVANTAGES OF ORAL
COMMUNICATION
• It is relatively cheap.
• It saves time – direct communication.
• It provides immediate feedback.
• It improves interpersonal relationships.
 DISADVANTAGES OF ORAL
COMMUNICATION
• There is no record of the communication.
• Tone and voice and facial expression can convey a different
meaning.
• The recipient may not retain all the information
• The recipient must listen attentively.
 ELECTRONIC CANNELS OF
COMMUNICATION
• TELE-CONFERENCING – a formal channel of communication in
which a number of people at distant locations can talk to and hear one
another on a specific topic or issue by telephone.
• VIDEO CONFERENCING – a formal channel of organised
communication in which a number of people in different places can not
only talk to and hear one another in real time but also see one another face
to face through television and computer technology
 ELECTRONIC CANNELS OF
COMMUNICATION
• Computer – this is a channel of communication that use computer to transmit
information directly over the Internet or an intranet.
• Internet – a formal channel of communication involving and extensive international
network of millions of computers and other network.
The worldwide web (WWW), is often called the web, is an important
component off the Internet through which communication information is
presented geographically incorporating hypertext documents[ text file], audio[sound],

video[digital movies] and pictures that can be received buy computers anywhere in the
 ELECTRONIC CANNELS OF
COMMUNICATION Continued..
• Electronic mail [e-mail] - This is and organised channel of
communication used to send written messages between
computers, and also to send messages incorporating geographical
elements. The email address of the personal receiving the
message is needed by the sender. Electronic files, search as word
processor documents, audio[ sound,], video[ digital movies] or
digital photographs, may be attached to email messages.
 ELECTRONIC CANNELS OF
COMMUNICATION Continued..
• Telephone – An electronic channel of oral communication
between two persons who are some distance apart.
• Facsimile (Fax) – this system is used for transmitting exact copies
of documents from one fax machine two another by signal
through telephone connexion, or from a computer with fax
software.
 ELECTRONIC CANNELS OF
COMMUNICATION Continued..
• Scanning – capturing an image of a document as an electronic file. Text can
be made editable using optical character recognition [ OCR.]
• Scan to mail – the scanned image will automatically attached two and email
message for transmission
• Scan to file - the file is given a unique name and then saved to a designated
folder.
 ELECTRONIC CANNELS OF
COMMUNICATION Continued..
• Telecommuting – this describes working in a virtual office and
using the telephone, Internet and fax machine two communicate
with the physical office.
• Telemarketing – communicating by telephone with customers
to sell goods and services.
 Advantages and disadvantages of electronic
communication
Advantages off electronic communication
1. The recipient Jan access information instantly.
2. Where can be immediate feedback.
Disadvantages off electronic communication
1. Expensive equipment is required.
2. Power failure or a lack of a network connection can cause delays.
3. The system often crashes and data can be lost.
 WRITTEN CHANNELS OF
COMMUNICATION
• Letters – a formal return channel of communication between organisations,
between individuals and between organisations and individuals.
• Memoranda (memos) – an informal internal written channel
communication between department in an organisation.
• Agendas – An informal written channel of communication used by
secretary of and organisation two inform the members concerned off the
items to be discussed at a meeting, and the order in which those items are to
be discussed.
 WRITTEN CHANNELS OF
COMMUNICATION continue..
• Notices of a meeting – an informal written channel of communication used by
top level personnel to inform staff and workers or the general public of a situation
or by the secretary of and organisation to form the members concerned about a
meeting or a situation.
• Minutes – a formal written channel of communication from the secretary off an
organisation to form members of the proceedings of a previous meeting.
• Reports – a formal written channel of communication off the results of an
investigation.
 WRITTEN CHANNELS OF
COMMUNICATION continue…
• Questionnaires – a formal channel of communication using a
number of questions and statement to obtain information from
respondents.
• Itinerary – Personal programmes indicating where persons who
are travelling should be at a specific date and time, and what they
have to be doing at that period, example, a flight itinerary shows
check-in times at airports, dates, departure and arrival ports,
flight numbers and departure and arrival times.
 WRITTEN CHANNELS OF
COMMUNICATION Continue…
• Press releases – Pseudo-news stories sent to news editors off
periodicals and newspapers.
• Advertisements – a formal channel of communication posted in
the media [ print or electronic] to persuade the public to
purchase a product or service or to take a certain action.
 Advantages of written communication

• It is relatively expensive.
• It can be any length.
• Mistakes in the draft and final copy can be corrected before it is
dispatched.
• Copies can be made for future reference.
 Disadvantages of written communication

• Information can be disclosed through unauthorised access.

• Information can be changed or tampered with.
• Documents can be filed, damaged or misplaced.
• Office space and equipment are required to store documents.
 VISUAL CHANNELS OF
COMMUNICATION
• Charts – a visual cannel of communication using lines, diagrams or
illustrations.
• Graphs – a visual channel of communication convene number numerical
data using lines; there are several types of graphs. ( histogram, pie chart and
pictogram)
• Signals - a visual channel of communication using arrows, flickering light,
coloured light and coloured folders.
• Signs - a visual channel of communication using display boards or placards
 VISUAL CHANNELS OF
COMMUNICATION continue…
• Pictures/photographs – a visual channel of communication showing a
likeness of something.
• Multimedia presentations – an organised channel of communication for
presenting documents using projectors and slides.
• Non verbal communication (NVC)/– communication through gestures
(body language, facial expression, eye contact and motions) clothing your
style through physical contact[ handshake] and posture.
END OF PART 1