) WRITTEN COMMUNICATION

This is when a message being sent is displayed in writing. Written communication takes time and
skill since such a small portion of our communication is contained in the words themselves. For
business purposes, managers must deliver their message clearly, succinctly and effectively if
they want to be successful. Poorly written messages create confusion or fail to achieve their
intended purpose. Its success depends on somebody’s ability to read.

Forms E-mails, letters, fax, notices, reports, memos, questionnaires, newsletter, employee hand
books, magazines, brochures, minutes etc.

Advantages

More detailed, records, formal, complex issues,

Disadvantages

Non interaction, restrictive in use, no immediate feedback.

Advantages of written communication

 It’s speedy i.e. saves time when many persons have to be contacted at the same time.
 Checked for accuracy which may not always be possible with verbal communication.
 Message usually or can be recorded i.e. can be used as a record for future reference.
 It’s suitable for both simple and complex messages i.e. useful when explaining complex
matters which would be difficult for the recipient to understand immediately.
 Useful for contracts especially letters and reports i.e. used as source of evidence.
 Reliable to transmit lengthy statistical date e.g. calculations and graphs.
 Useful when dealing with any matters where it‘s important that a written record is kept
e.g. answering queries or making agreements.

Disadvantages of written communication

 Usually takes sometimes for the message to arrive.

 Gives room for a slow feedback and sometimes none.
 Often costly to arrange in both time and money i.e. time needed to plan, write and type
such messages, more stationery required and it’s expensive to buy computers.
 There may be leakage of the material before time causing disruption in its effectiveness.
E.g. apprehension order may be leaked giving time to the culprit to escape.

3) Nonverbal communication
Nonverbal communication is the process of communicating through sending and receiving
wordless messages. Such messages can be communicated through gesture, body language or
posture; facial expression and eye contact, object communication such as clothing, hairstyles or
even architecture, or symbol.. It can be used together with verbal and written methods and or
alone.

Forms

It’s divided into 3, Environment, social and physical.

Environment (Time, Lay out (arrangement) and design, Territory, Colour, equipments etc)

Social non verbal communication (distance; public, social personal and intimate, status and
symbols)

Physical and kinetic (facial expressions, eye contact, gestures, postures, appearance, touch and
smell)

Social ie space, status and symbol

Visual communication –when information is displayed in various ways e.g. tables, graphs,
charts. It supplements both oral and written communication.

Characteristics

Widely used, unconscious communication, miss interpretation, security purposes,

Advantages

It is sent more frequently than verbal

Clarify verbal messages

Helps in reading situations

Disadvantages

It is subject to misinterpretation

It is subject to culture

Importance of Non – Verbal Communication

  Non – verbal messages are stronger than verbal messages e.g. there is a saying that
actions speak louder than words.
 Non – verbal clarifies verbal messages e.g. saying thank you with a smile makes the
message more meaningful.
 Non – verbal messages are sent more frequently than verbal messages.
 It’s reliable i.e. people can deceive through words but not their bodies.
 Non – verbal communication has no universal meaning. E.g. one tapping on a table may
be understood as anger to some people that may not be the case i.e. one act may have
many meanings.
Problems Associated With Non -verbal communication

o Differences in interpretation. Each person may interpret it according to

background, knowledge and experience.
o Can’t be stored.
o No consistency in meaning i.e. unique from society to society. E.g. nodding
means yes to a Ugandan but no to Japanese.
o May not be complete for effectiveness.
o May contradict the verbal communication e.g. I’m happy to receive, yet the
attitude or body language is not friendly.
o It’s applicable when there is a long distance between the communicators.
o Highly influenced by the personality of the communicator and receiver in
question.

FACTORS TO CONSINDER WHILE CHOOSING A METHOD OF

COMMUNICATION.

The method chosen when communicating is very crucial. Therefore, one needs to put into
consideration several factors;

 Recipient/ audience-who is receiving the message (status), appropriate language, the

situation at hand, relationship between the sender and the receiver.
 Distance-is it within or far away.
 Time –when communicating overseas.
 Urgency/ speed-is it so urgent that you need feedback immediately.
 Cost-affordability, how much will the communications cost.
 Confidentiality-e-mail or fax may not be appropriate; a telephone call could be overheard.
 Safety and security
 Availability of means
 Nature of the message (size)
 Knowledge of the sender
 Influence
ORGANIZATIONAL COMMUNICATION

Communication is a heart or lifeblood of any organization. Therefore, Organizations can hardly

survive without communication. In any Organization, whether small or big the role of
communication is very crucial. No Organizational activity can take place without it hence
making it paramount for all Organizations to embrace effective communication.

Its purpose in Organizations can be manifested in the following ways;

 Co-coordinating activities
 Making decisions (planning)
 Organizing resources
 Motivational tool (staffing)
 Teamwork effectiveness (leadership)
 Conflict resolution
 Controlling (Measure of performance through financial statements).

CLASSIFICATION OF COMMUNICATION

1. Formal vs. informal communication.

Formal communication refers to communications routed through official channels.

 In larger organizations, communication becomes more formal because of the complex nature of
such organizations. E.g a written memo from a managing director to his/her departmental heads
to call a meeting.

Informal communication-information is passed on by word of mouth among interested

colleagues who have received it from various sources e.g. visits. This is more evident in smaller
organizations with fewer employees.

2. Internal and external are other classifications of communication in organizations.

Internal communication-there are various methods of internal communication which can be used
within Organization. These include notices, fax, letters, telephone, memos, e-mails, face to face
etc.

The purpose or objectives of internal communication are;

 To pass on instructions
 To inform staff on new policies, arrangements, developments, processes etc
 To provide feedback after analyzing situations
 To motivate staff
 To provide confirmations, responses
 To pass on ideas, suggestions

External communication; External communication covers how a organization interacts with

those outside their own organization. This may be with the public, employers, community
organizations, local authorities, job centers, careers offices, funding bodies, specialist agencies
and other training providers. E.g. letters, annual reports, newsletters, advertisements, fax etc.

The purpose or objectives of external communication are;

 To provide information to consumers about products and services to do with the

Organization.
 Promote the organization
 Handle enquiries about the organization and its products and services.
 Advertise the organization

THE FLOW OF INFORMATION IN ORGANIZATIONS/COMMUNICATION

SYSTEMS
Depending on which kind of information to be communicated and the level of the person sending
or receiving the information, there are always clear lines of communication. This is more evident
in larger Organizations where communications seem to be more complicated than in small
Organizations of just a few people and few communication problems are likely to arise.

Organizations usually draw an Organization chart, which makes these lines of communication
quite clear and easier. The chart also shows the directions through which information can flow
depending on where it is originating and who is receiving it.

These lines or channels of communication include:

 Vertical communication: This encompasses both upward and downward flow of

information. Here information moves between individuals at different levels in an
organization. Sometimes messages are sent from the CEO to all employees or from
departmental head to all employees in his/her department only. It follows a chain of
command (reporting lines) displayed on the Organizational chart. In the same way,
subordinates also send messages to their superiors upwards. However we can suffice it to
say that it is a principal channel for routing directions, instructions and policies from top
decision makers down through the Organization to the people who at various levels will
implement them.

 Horizontal communication: Occurs between people at the same level or status. E.g. a
meeting of only departmental heads. The senders and the receivers can be in the same
departmental heads or in different units. The common link is their need to cooperate and
share. Such communications are necessary to accomplish routine tasks. The information
can be communicated during face to face discussions, telephone etc.
 Diagonal communication: Here there is no obvious line of authority since it takes place
between people who work in different departments and at different levels within the
Organization. More often than not tasks arise that involve more than one department and
people no matter their level or status. It involves committees, teams or task forces that are
created to solve problems or complete special projects. Its success depends largely on
cooperation, goodwill and respect between the parties concerned.

 The grape vine: It is an informal communication system, which results from failure to
use the proper lines of communication. It is an unofficial communication system, which
is ever changing. It is a vehicle for distortion of the truth, rumors and gossip. An active
grapevine can cause much damage to an organization by spreading incomplete, false or
exaggerated information. It can result into low morale, fear and settled workforce.
Although the grapevine has diverse effects, it cannot completely be eradicated. Therefore
management should ensure that better ways through which information is communicated
do exist so as to reduce its influence especially in times of uncertainty. The confidence of
an Organization’s employees is vital hence adequate and accurate information should
always be made available to the people concerned at the earliest possible opportunity
through correct channels.

THE COMMUNICATION PROCESS

The Communication process is the guide toward realizing effective communication. It is

through the communication that sharing of a common meaning between the sender and
the receiver takes place. Individuals that follow the communication process will have the
opportunity to become more productive in every aspect of their profession.

The communication process is made up of four key components. These include encoding,
medium of transmission, decoding and feedback.

There are also two other factors in the process; sender and the receiver. The
communication process begins with the sender and ends with the receiver. It is as shown
below:
The sender/ Source

This is the person who conceives an idea and wants to share it. To communicate it, he must first
think along these lines;

 What exactly do I want to say.

 What am I trying to achieve.
 What kind of person am I saying it to.

Encoding

• This is a process of transforming the idea/ thought into a message that the receiver will
understand.
• The sender has to decide the specific outcomes he wants from communication. This will
help him decide on the appropriate form of language and tone.

Channel/ Medium
 • This is a means by which a message is sent.
• It’s the physical transmission of the message to the receiver.
• Select a channel i.e. verbal, NV or written and a medium i.e. report, letter, telephone, or
face to face exchange etc.
• The channel and medium you use will depend on the message, location of audience, the
time available etc.

Decoding

• This is where the receiver converts the message into thought.

• The receiver must understand the language of the sender and he also makes sure that he
uncovers the hidden meaning, feelings or attitudes which the sender has conveyed in the
message.
• The decoded message is stored in the receiver’s mind.

Receiver

• This is the person for whom the message is meant. He responsible for decoding and
interpreting the message sent.

Feedback

• The communication process cannot be successful without appropriate feedback

• The receiver reacts to the sender by giving a feedback.
• Feedback is the receiver’s response to the message of the sender and the final link in the
communication process.
• It’s the stage at which the sender evaluates the effectiveness of the communication
process.
• Then the communication is repeated.

IMPORTANCE OF FEEDBACK:

Information obtained from feedback can be used in decision making.

Completes the communication cycle.

Confirmation that the message was received.

Used as a tool to assess whether the communication was successful.

A measure of performance.

Feedback can be used as a motivation tool etc.

N.B : Students to come up with more points.

Purpose

Every communication must have a reason why it is being made. The message should have a
purpose so that it does not affect the process.

Messages come with different purposes.

1. To prepare an organization for change.

2. To call for action that is giving instructions.
3. To provide job satisfaction, motivation and change workers’ attitudes.
4. To encourage staff to develop and supply ideas and suggestions more frequently e.g. during
the meeting.
5. To develop information and understanding among workers.
6. To eliminate the grapevine and ambiguity e.g. developing procedures in organizations.
7. To influence others.
8. To create relationships/ links with other people.

Audience

For communication to be complete there must be a sender and the receiver of the message as
seen in the process. Both verbal and non-verbal communications require audience although more
attention is put on speech (oral communication).

The challenge to the speaker is to be audience centered and has to ensure that;

a) The needs of the audience are identified (values and interests). E.g. in a political rally, people
expect the plans of the candidate in regard to position, in class students expect examples
relating to a certain topic etc.

b) Audience attitudes, to communicate effectively one ought to know the feelings and opinions
that the audience has about him/ her or the topic in question. Calmness or hostility of the
audience should be identified to know people’s emotions.

c) Audience analysis; there are two approaches of audience analysis.

i) Getting information about the audience in terms of sex, age, numbers, marital status and
experience will help create relationship with the audience by providing special attention to
each individual’s need. Here you get to know what the audience share in common, what they
know already about the subject etc.
 ii) Inquiring from some one who has met the same audience before e.g. a colleague, friend
etc. This helps to know the expectations of the audience and its characteristics.

BARRIERS TO EFFECTIVE COMMUNICATION

1. Noise
This is the physical sound or mental disturbance that disrupts the flow of communication on
either the sender or receiver’s sides. It can be physical noise that is sound coming from the
surrounding environment or psychological noise (mental disturbance) e.g. preoccupation,
tiredness, anxiety, stress etc. Physical noise can be done away with by use soundproof
gadgets and communicating in a noise free area. Psychological noise you have to free your
mind before you communicate or receive communication.

2. Prejudices
This is bias and prejudging the receiver conditioned by what we already know and our
background knowledge and experience. Sometimes people under look one another because of
status, origin etc (we often want to hear what we want to hear or what we think we have
heard instead of what has actually been said.

3. Inattentive listening
Listening is a skill and careful concentration is demanded if communication is to be
understood. Success at gaining attention depends on the words used, the way the
communication is expressed, our interest in the speaker, in the communication and other
factors. Many times the listener is not interested or has other things to concentrate on thus
blocking the message from the communication.

4. Language barrier
In effective communication, the choice of words is very vital. Many words or gestures have
different meanings. Foreign language, dialects, regional accents and the use of technical or
 specialist language should be considered. The language used should be appropriately familiar
to the receiver i.e. consider the people you are talking to.

5. Emotional responses
Communication cannot succeed if a person is highly emotional about the topic concerned.
Problems may arise from insecurity, resentment, anger, fear etc, this makes a person
preoccupied with emotions to receive and send the intended message. If emotions are high on
the part of the sender or the receiver/recipient, it is better to wait for a while before trying to
put the message across.

6. Information overload and under load

If you receive a message with too much or too little information you may tend to put up a
barrier because the amount of information is coming so fast or so slow that you may have
difficulty in interpreting the information. Excess information may confuse the receiver as he
has to figure out the exact importance of the message and scanty information would make
him grope for the actual intent of the message.

7. Differing perceptions
Our minds organize this stream of sensation into a mental map that represents our

perception or reality. In no case is the perception of a certain person the same as the world
itself and no two maps are identical. Because your perceptions are unique, the ideas you want
to express differ from other people. As senders, we choose the details that seem important
and focus our attention on the most relevant and general that is selective perception. As
receivers, we try to fit new details in our existing pattern thus distorting the information.

8. Differing backgrounds
Age, education, gender, social status, economic position, religion, political beliefs

e.t.c can all separate one person from another and make understanding difficult.

9. Poor planning (inappropriate choices).

10. Lack of feedback rendering the communication process incomplete

.

11. Technical failure e.g. network problems.

E.t.c

OVERCOMING BARRIERS TO COMMUNICATION

1. Language barrier
-Use the most specific and accurate words possible.

-Use language that describes rather than evaluates.

2. Poor listening
-Listen without interrupting.

-Try to view the situation through the eyes of other speakers and resist jumping to
conclusions.

3. Emotional responses
-Be aware of the feelings that arise in yourself and in others as you communicate and attempt
to control them.

-Be alert.

4. Differing backgrounds
-Clarify your own and understand the background of others.

-Do not assume that certain behaviors mean the same thing to everyone.