COMMUNICATION

Communication is an exchange of facts, ideas, opinions or emotions by two or more persons or groups.
Communication is the process by which information is transmitted between individuals or organizations
so the understanding produces results.
PROCESS OF COMMUNICATION
Any form of communication must follow a certain process.
1. The source of communication - Sender
2. The content of communication - Message
3. The process by which communication is produced or processed ie the process of putting thoughts
and ideas together to create some information - Encoding (The sender selects words, terms,
symbols and signals to use.)
4. The method by which communication is transmitted - Media or channel eg Email, letter, radio
5. The Destination of communication – Receiver
6. The analyzing of the message so as to understand it - Decoding
7. The response to the message – Feedback
IMPORTANCE OF FEEDBACK
 It completes the process of communication.
 Helps the sender to determine whether the message has been received correctly understood.
 It reduces misunderstandings between sender and receiver.
 It assists the sender in making decisions on matters communicated.
 It enables the sender to respond to height authorities based on response.
 It allows for clarifications to be made if necessary.
IMPORTANCE OF COMMUNICATION
It is used to pass on messages and news form one person to another person hence brings good
relations.
It is used to pass on instruction from the management to the workers and pass information from the
worker to management.
It assists in clearing misunderstandings between individuals, communities, countries and businesses.
Communication facilitates negotiations between organizations, countries and persons.
Communication is used to increase motivation and involvement of employees in the activities of an
organization e.g Praises and verbal recognition.
Communication facilitates trade transaction.
Communication facilitates learning and training in schools.
Communicating assist in planning and making correct decisions.

EFFECTIVE COMMUNICATION

Effective communication is an essential element of business success. It is a vital tool of management

for communication to be effective. It must have the following features.
The message is as appropriate and simple language as possible.
 Brief and to the point (avoid unnecessary material).
Should be timely i.e. send and received at the correct time.
Send to the appropriate person or group/business.
Very clear complete and understandable.
Appropriate channel for the message should be chosen.
Should be relevant to the topic being discussed.

IMPORTANCE OF EFFECTIVE COMMUNICATION

TO EMPLOYEES
 Can improve the performance of the workforce.
 Give important feedback to employees about their performance and help to improve it in future.
 Effective communication makes coordination possible.
 In large organizations it is easy for different with regular and effective communication all employees
the organizations objective.
 Employees get timely information which encourages and develops commitment to the business.
 Improve human relations among staff and management.
 It has a positive impact upon employee motivation and performance through praise, recognition etc.
TO TOP MANAGEMENT
 Allows manager to take timely and good quality decision on the basis of the best information
available.
 Enables management to pass information to juniors at the right time for proper implementation.
 Facilitates, directing, controlling and coordination of activities of the organization.
 Good and effective office communication system leads to effective leadership, good human relations
and high morale in the organization which ensure success of management objectives.
 Facilitates team work and good relations.
 Assists in god planning an prioritizing of events.
 Provides high quality customer service hence maintains the already existing customers.
 Good communication makes it easier to implement changes.
 Helps cut costs and increase profits as well as sales.
 The organization through the management gets good public image ie good external relationship with
customers, suppliers, government etc.
 It minimizes conflicts and misunderstanding as grievances are resolved immediately before they
escalate.
DEVELOPING SKILLS FOR EFFECTIVE COMMUNICATION.
 Consider the level of knowledge and understanding of the target audience to choose the right words
and terms.
 Use short sentences, words phrases
 Be precise and specific.
 Be as natural and people friendly as possible
 Listen attentively
 Choose he right pitch or tone.
PRINCIPLES OF COMMUNICATION
The principles of communication are those scientific aspects which must be taken into account in all
communication. They are referred to as 6 Cs.
They include
Clarity
Completeness
Conciseness
Correctness
Courtesy
Consideration
CLARITY
Clear generation of ideas results to clear communication. The communicator must be clear about 3
points
1. What is the objective of communication?
2. What is to be communicated?
3. Which medium will prove to be the most suitable for this purpose?
To achieve clarity the following points should be noted
 Use simple words as possible.
 Use concrete expressions – instead of vague generalized statements, give definite facts.
 Avoid word such as few, many, large, small, high, low
 E.g. Good will be delivered soon. State date and time to be specific.
 Your saving will earn high interest. State the amount of interest. 10%, 20%
 Prefer active voice rather than passive as it is easy to understand.
 Avoid commercial Jargon – This refers to the special language of trade, profession or field of study
eg law field, medical field etc.
 Avoid ambiguity - It means your message should not have more than one meaning
 Use short words and sentences.

COMPLETENESS
This means giving all the details. Incomplete information irritates the reader, leaves him to complete the
blank spaces wrongly which can be expensive to the organization. You should organize message in such
a way that the receiver is not in doubt about anything.
CHECK FOR 5 Ws
When, Where, What, Why, When, and How
E.g. When announcing a meeting specify when the meeting will be held, where it is to be held and why
it is being held , what is to be discusses and who is to attend.
CONCISENESS
This means being brief yet including all important information.
Rules to follow
Include only relevant facts
Avoid repetition.
Avoid being wordy ie including too many words
Organize your message well. Ensure it is coherent and unified
CONSIDERATION
It is important to consider the receiver of the message.
1. Adopt the “YOU” attitude avoid I’s and We’S and have as many you’s as this shows concern of the
other party.
“I want to express my sincere thank for the goods words.” Instead
Say, “Thank you for your kind words”
2. Emphasize positive, pleasant facts. In business, the reader accepts calmly and coolly all No’s ,
regrets and sorry’s if they are expressed in a positive manner.
Negative : We regret to inform you that we will not execute your order until payment is made.
Positive: Thank you for your order. The goods will be sent to you as soon as we receive your cheque.
3. Impart integrity to your message; Integrity involves the observance of ethical principles. Sincerity
and fair treatment.
COURTESY This means showing regard for other. It is displaying good manners.
Rules
Answer letters, e-mails sms, telephone call etc.
Omit irritating expressions such as you failed, your irresponsible behavior, your negligence
Apologize sincerely for an omission and thank generously for a favor.
CORRECTNESS
Rules
 Give the correct facts – Do not transmit any message unless you are absolutely sure of its
correctness.
 Send your message at the correct time and correct person or organization.
 Send your message in the correct style. Consider educational background, specialized knowledge
etc.
TYPES OF COMMUNICATION
FORMAL COMMUNICATION
Formal communication follows the course of or channels laid down in the organization structure of the
enterprise. Members of staff are supposed to communicate strictly as per the laid down channels in the
structure. It is also known as Official communication.
ADVANTAGES
 It always transmits correct information since it is transmitted by those who have the facts and the
correct information.
 It is authentic ie can be relied upon since it has a clear source.
 It is orderly since it uses specified channels.
 It is attached to the appropriate authority hence encourages quick compliance.
DISADVANTAGES
 It is slow due to beaucrancy and flowing of protocol.
 The information given might be filtered to give fewer details.
 Usually it is one way and most directives given without consultation and this may encourage
resistance from the workers.
 It is not mostly understood by the workers and it does not meet their needs.

INFORMAL COMMUNICAITON ( grapevine )

This is a form of communication which follows no laid down channels nor any definite rules by spread
like the grapevine. In any direction, anywhere and spreads fast. Mostly it spreads rumors. It
concentrates on the more sensational aspect of a situation.
CHARACTERISTICS
 Spreads very fast.
 Transmits information in all directions.
 It is selective. Not all employees participate in grapevine communication.
 It transmits half truths ie rumors.
 The network is often based on mutual favors or personal friendship but not permanent.
 Use sign, gestures, satire, caricatures, and telephone
forms
IMPORTANCE OF THE GRAPEVINE
1. A safety valve – It acts as a kind of safety valve for the pent up of emotions of the subordinates.
2. Promotes cohesion and solidarity – Since the employees can talk to each other. This puts them
together.
3. Supplements other channels of communication.
4. It is very fast method of transmission of information.
5. It is a good method of providing feedback to the management. It enables them to know what
subordinates think about the organization and its various activities.
DEMERITS OF THE GRAPEVINE
1. Distortion – It spreads baseless information which proves harmful even to the employees.
2. Incomplete information – This can lead to misunderstanding or misinterpretation of information.
3. Damage Reputation of the organization – A rumor may cause serous damage before management
becomes aware of it and take any action.
4. Cause conflicts among staff.
5. Can create unnecessary anxiety among the staff due to the rumors being spread.

HOW TO USE THE GRAPEVINE COMMUNICATION EFFECTIVELY

Management should not try to curb growth of grapevine since it cannot wither or die. Instead they
should feed, water and cultivate it so that it can be used for the benefit of the organization in the
following ways.

 The managers should try to sport the leaders and keep them well informed so that harmful
rumors do not reach the employees but only correct information is transmitted.
 The grapevine should be used to feel the pulse.
 If there is any false rumor, the management should immediately use the official channels to
contradict and to dispel he fears of the employees.
 Keep the employees well informed so then even if rumors are spread, they already know the
truth.
INTERNAL AND EXTERNAL COMMUNICATION
Internal communication refers to exchange of information or messages between person and departments
of the some organization eg employer or employees.
IMPORTANCE
 Improves the understanding and better relations.
 Leads to greater efficiency as it enables management to instruct the supervisors and subordinates.
 Increases efficiency.
 Allows effective coordination
 To avoid losses as management can take action in time and avoid any possible losses.

EXTERNAL COMMUNICATION
Refers to exchange of information or messages between a particular organization or office and outside
persons and organizations, government, supplier.
 Enables the company to establish a good reputation.
 Improves public relations as the company keeps the general public to keep them informed about its
activities.
 Helps Company to attract more customers and increase sales.
 The organization meets government requirements.
LINES OF COMMUNICATION
Communication flows in different directions.
 Vertical - this can be upwards or downwards. This is communication between senior officer s
and junior staff. It is either upward communication ( from junior staff to senior officer ) or
downward communication ( from senior officer to junior staff)
 Horizontal communication.
 Diagonal communication.

VERTICAL COMMUNICATION

VERTICAL DOWNWARD COMMUNICATION

This occurs in the following circumstances

 The giving information to junior staff.
 When communication policies to the junior staff.
 When communicating rules and regulations to be followed by staff.
 When delegating work to junior staff
 When displining staff eg warning letters
 When communication to staff information relating to promotion, transfer, or even demotion.
 To dispel rumour.
 When coordination activities of different departments or branches.
 When motivating staff by praising them or recognizing their efforts.

CHANNELS
 Letters
 Memorandum
 e-mails
 Telephone/mobile
 Meeting
 Journals and magazines
 Face to face or word of mouth.
 Sms
 Minutes
 Reports
 Notices
VERTICAL UPWARD COMMUNICATION
This occurs in the following circumstances.
 When reporting back to the senior authorities on some assignment given.
 When giving information requested for(feedback)
 When giving suggestions or ideas or proposals to the senior authorities
 When requesting for permission, salary increments or allowances or requesting for transfer.