FORMS OF COMMUNICATION

 To apply various forms of communication effectively in given situations.

 Oral/spoken/verbal- word of mouth. May be supplemented by non-verbal communication
e.g. gestures
 Written- written words and symbols
 Visual and audio-visual-displays e.g. pictures, illustrations. Audio visuals- visuals with
added sound
ORAL COMMUNICATION
 Through word of mouth.
 Involves individuals conversing with one another.
 e.g., direct, or telephonic conversation.
 Forms: face to face conversation, presentations, lectures, speeches, conferences,
interviews, meetings, debates
 Complemented and supplemented by non-verbal communication. Contains processes of
creating and interpreting the message.
 Elements of non-verbal communication: voice intonation, stress, volume, voice quality,
pitch and speaking style.
 Non-verbal communication plays a major role as the wrong message can be established if
body language does not match the verbal message.
 Culture influences non-verbal communication.
 Recommended where direct interaction is required to build trust and rapport
Advantages:
 Saves time- personal, direct, fast and convenient especially in workplace.
 Immediate feedback- allowing sender and receiver to adjust their message depending on
the conversation
 Convenient with groups
 Persuasion and coordination
 Less expensive
 Sustainable for both literate and illiterate
 Reliability and flexibility- there is allowance for seeking immediate feedback and
clarification. No need to maintain stiff formalities
 Complete understanding-both sender and receiver can directly seek clarification or
questions for clear understanding.
Disadvantages
 Not effective for long and complex messages that need time to digest and evaluate
 Emotion- if one is too emotional it may be difficult to understand.
 Likelihood of misunderstanding and distortion
 Legal validity- no permanent record to validate the communication e.g. face to face
 Distance-
 Language barriers- due to mannerism and wrong pronunciation
 Not suitable for confidential information- classified information can leak during
conversations; secret information may be unintentionally revealed due to lack of caution
WRITTEN COMMUNICATION
 Interaction that makes use of written word
 Forms: memos, letters, posters, notices, emails, reports, handwritten notes, proposals,
newsletters, sms. Bulletins, magazines
 Should always be brief, simple, clear and easily understood.
Advantages
 Permanent record
 Accurate and precise
 Suitable for lengthy and complex messages
 Distance
 Responsibility
 Clear understanding
 Delegation of authority
Disadvantages
 Expensive and time consuming
 Expertise
 Delayed feedback
 Lack of secrecy
 Lack of physical intimacy
 Not suitable for illiterate people
VISUAL AND AUDIO-VISUAL COMMUNICATION
Visual: Communication through visual aids. Heavily relies on vision or ability to see for better
understanding.
Forms: PowerPoint presentations, objects, maps, models, charts and graphs, tables, pictures,
drawings and diagrams.
Audio visual: combines both visual and audio e.g. television, video, drama, films, movies etc.
Good audio visual aids should be: meaningful, purposeful, appropriate, accurate, simple, easy
to relate with depending on audience.
Advantages:
 Stimulates audience interest
 Complements verbal communication
 Reinforcing ideas
 Extends the attention span
 Persuasion and credibility
 Unique experience
 Better understanding of concepts
 Coherence
Disadvantages
 Distraction- e.g. during power point presentations, concentration is low
 Visibility-challenging to long/short sighted, short people
 Expensive- costly and time consuming to prepare. Marker pens, flip charts, models, objects,
projectors, slides, videos
 Deceptive- can be misleading. E.g. disproportionate image sizes can be deceptive e.g. that
wedding at Holy ghost cathedral
 Lack of feedback- if not accompanied by verbal or written communication, there is no
immediate feedback
 Complexity- if not well designed, charts and graphs may be difficult to interpret
 Technical problems- if there is a hitch, the presentation may be derailed
OFFICIAL ETIQUETTE, PROTOCOL AND DIPLOMACY
Did you know first impressions matter?
Etiquette rules entail treating others with respect and in return they treat you with respect
leading to a pleasant interaction.
Despite western influence on African culture, a lot of traditional rules continue to be upheld to
ensure people relate without humiliation and unnecessary discomfort.
EXERCISE:
Find out rules and regulations that guide members in a place of worship, learning institution,
office, workplace and family. Are they similar/different?
Etiquette
 Behaviour or mannerisms acceptable within a family, group, social class, community or
culture.
 Defines customs or rules of behaviour regarded as correct in social life, personal interaction
and official communication.
 Can also define dressing mode, greeting, eating and body language when interacting with
others.
 Acceptable behaviours vary between cultures.
Protocol-rules/procedures that manage or direct affairs of a family, group, organization, social
class, community or culture e.g. in a function, business negotiation, disciplining a student,
conducting research etc. reference can always be made to a protocol
Diplomacy- skill/art/practice used in official interactions at various levels. Defines official
guidelines or rules of engagement. Defines official guidelines/ rules of engagement between
sovereign nations or states, nations and international organizations or between international
organizations. Diplomatic protocol consists of official rules socially and culturally appropriate
in official visits and functions.
Etiquette
1. Dressing- demands we dress appropriately and decently at the workplace.
 Good grooming and high standards of personal hygiene e.g. clean and well trimmed
beards, well kept hair, clean and trimmed nails.
 Good standing and sitting postures.
 This enables us to relate with others without offending them.

2. Telephone- project a professional image when making or answering official calls.

 Use normal tone and speak slowly, cheerfully and professional
 Avoid shouting and speaking too softly- the other person can sense your attitude
 Identify yourself
 Address the caller by his title. In Kenya it is regarded as professional
 Use appropriate language and avoid sheng or slang’
 Do not be rude no matter how unfriendly they sound
 Listen carefully, if need be repeat what they say. Have a notebook
 Do not put a caller on hold without asking them first
 Keep your focus on the caller and avoid distractions
 When you are the one calling, avoid leaving long messages. Be clear and brief

3. Workplace mannerisms-create a favorable environment for colleagues and co-workers

Be punctual even after tea/lunch breaks
Courteous and respectful to colleagues and clients
Treat people well regardless of their position
Build cordial working relationships with everyone
Observe the set code of conduct. It’s a roadmap for maintaining good reputation

4. Greetings-proper firm handshake.

 Do not squeeze fingers.
 Should be brief and not too long.
 Not expected to continue throughout the conversation

5. Dining etiquette-Good table manners. Varies across cultures.

 In some, you only eat after everyone has been served.
 Do not make noises while eating
 Do not talk with food on the mouth
 Some use spoons, chopsticks, hands.
 Some eat from a big tray while others everyone has their own plate.
 Western dining- fork and spoon.
 Napkins on the lap. The napkin only wipes the mouth
  Handbags and phones should be off the table
 After a meal all utensils are placed on the plate
 If taking an alcoholic drink, take one or two to avoid exhibiting reputation damaging
behavior

6. Netiquette-acceptable behavior when interacting electronically via email, online chats etc.
what one posts could cause a positive or negative perception by others. Always think before
you post.
 Do not write in caps.
 Select only the necessary piece of information
 Use BCC to avoid broadcasting everyone’s address
 Good spelling and grammar
 Proofread your messages before sending
 Avoid being wordy, be brief and to the point
 Polite and respectful tone
 Confirm the email addresses
 Remember messages posted on internet are permanent. Internet never forgets
Protocol and diplomacy
Good/correct behavior in the internal/external interactions of a
government/organization/business
Official procedure/channels to be followed when organizations/states engage at different levels
e.g.
 Admin should not contact the MD without going through manager of administration
manager.
 Finance manager should not communicate to a MD of another organization without going
through their own MD.
 Country level: a PS in one ministry will not communicate to their counterpart in another
ministry without going through his CS.
 International level: a CS from Kenya cannot communicate with a president of another
country without going through Kenyan president.
Diplomatic protocol also helps determine how people officially relate during international
engagements e.g. meetings, ceremonies etc.
Includes hierarchy.
Determines appropriate etiquette in greetings, use of titles, speeches, writing etc.
It also defines dress code, dining etiquette and other official mannerisms in various diplomatic
functions.