UNIT ONE

Content

i. Definition of terms

ii. Functions of communication

iii. Purpose of communication

iv. Characteristics of effective communication

v. Role of information communication technology in communication

Learning objectives:

By the end of this topic, you should be able to;

i. Define the term communication

ii. Discuss different functions of communication

iii. Explain the purpose of communication

iv. Describe the characteristics of effective communication

v. Explain how information and communication technology (ICT) has impacted

communication in the organization

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Communication is a key element in any human activity. Communication is a learned skill.
However, while most people are born with the physical ability to talk, not all can communicate
well unless they make special efforts to develop and refine this communication skill. Very often,
we take the ease with which we communicate with each other for granted, so much so that we
sometimes forget how complex the communication process actually is. Communication takes
place when we are supposedly at the same level of understanding and comprehension as other
interlocutors. Common forms of communication include speaking, writing, gestures, touch, using
pictures and broadcasting. Communication is therefore not what is said whether verbally or non-
verbally, but what is understood.

What is communication?

Communication is a word derived from the Latin word communis or commūnicāre, which
means ‘to make common’ or ‘to share’. Communication is the act of conveying intended
meaning to another person through the use of mutually understood signs and language.

Communication is the art of transmitting information, ideas and attitudes from one person to
another.

Communication is the process of meaningful interaction among human beings. The basic steps of
communication are: the forming of communicative intent, message composition, message
encoding, and transmission of signal, reception of signal, message decoding and finally
interpretation of the message by the recipient. Communication is simply the act of transferring
information from one place to another. When you call or talk verbally to your friend, then you
are said to be communicating with your friend.

Definition 1: It is the ability to speak, write or to express our ideas, feelings: clearly and
convincingly.

Definition 2: It is the process of sending and receiving symbols for the purpose of
understanding, knowing, informing and in the broadest sense, improving the relation with the
world.

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Definition 3 (Robert Anderson): Communication is interchange of thoughts, opinions or
information by speech, writing or signs.

Functions of communication

Human beings communicate for various reasons. Here are some of the reasons why we must
communicate:

1. To change in behavior

2. To influence others

3. To express our thoughts and emotions through words & actions.

4. It is a tool for controlling and motivating people.

5. It is a social and emotional process.

6. Communication for improving self-confidence

7. Entertain

8. Educate

9. Establish relationships

10. Inform

11. Solve problems

12. Make orders

13. Give directions

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Tools of Communication

There are various tools that helps in the process of communication. These tools have been
developed by human beings from the dawn of civilization or before. They help us in
communicating sometimes universally sometimes within a group. Here are some of the tools
discussed in brief. There can be many more tools that help in the process of communication. This
is not the end of the list.

i) Language:

The main function of each and every language is to communicate. Each language has various
forms. It is one of the foremost and important tool of communication. It is the most comfortable
tool to use. Each and every individual uses this tools in the process of communication. There are
different languages in this world. We need to have knowledge of a particular language in order to
communicate in that language. That’s why depending on the use of various languages in the
world there are different linguistic groups.

ii) Script:

This is a group of symbols used to express the language in the written format. They are
highly useful tools of communication. One limitation with script is we have make a conscious
effort to acquire knowledge about a particular script. This consumes a lot of time. This is also
regarded as the tool of the educated mass.

iii) Drawing/Painting/Sculpture/Visual art:

Many individuals are blessed with creativity. They use their creativity to communicate in an
artistic manner. Their art is well accepted in the society and gives them high regard. These
artistic creations reflect nothing else but communication. They express themselves with the help
of art. This art may be in the form of drawing (child) or painting (professional), they convey the
same meaning. Artistic creations are more stylish in nature in terms of communication. A small
piece of art can convey thousands of sentences by its form, size, colour combination, shades etc.

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iv) Body:

Our body is one of the most important tools of communication. Whether we are using language
or not it is always present in the process of communication. Without body cues our
communication may be confusing. Our words must be supported by proper actions reflected by
the body. They may be in the form of gestures, postures, eye contact, spacing etc. Every action or
non-action is part of Body. This type of tool is otherwise known as body language.

v) Silence:

In particular situations silence can also act as an important tool for communication. There are
many instances where either we don’t use language/words or we are not in a position to use
those. In such situations silence has the power to convey the message effectively. The silence
inside a temple indicates purity and nearer to godliness. The silence inside an examination hall
suggests discipline and law abiding.

vi) Dress/costume:

This is also an important tool for communication. Dress has been an integral part of every
culture, tradition, custom and practice. They give shape to our personality and individuality.
Dress also reflects culture and behavior. An individual’s behavior can always be guessed by the
kind dress one is wearing. It has the potential to convey many things without the use of words.
School uniform, mask, traditional attire etc. can convey the purpose. We can identify an
individual from the dress.

vii) Surrounding/Environment:

Many a times just by reflecting to the environment we get a lot of message. Many things are
communicated by the environment itself. We need not engage in words to understand a particular
situation or context. The environment is powerful enough to communicate the message and
convey us convincingly.

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ELEMENTS IN THE COMMUNICATION PROCESS:

The process of communication involves several major elements as shown in the above diagram.

1. Sender (encoder}

2. Message

3. Channel

4. Receiver (decoder)

5. Feedback

The above elements are explained as follows:

1. Sender – the sender is the person who transmits a message. He is the communicator,
initiator, transmitter and conveyor.

He is the one who get the entire process of communication started. He wants to get his opinions,
ideas facts, thought or information across to the receiver. He is thus, also said to be the
transmitter of a message.

2. Message – a message is the actual information that has to be conveyed. Communication

is unthinkable without a message. A message triggers a response from the receiver.
Message can broadly be divided into verbal and non-verbal. The message must be clear,
complete, unambiguous and courteous.

3. Encoding – the seeds of communication are sown the moment the sender thinks of
transmitting a certain message. These thoughts have to be converted into suitable words,
pictures, charts or symbols so that they can be delivered to the receiver. This process of

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 converting thoughts into suitable words, charts symbols or any other form in which they
can be understood by the methods of communication is made here- will the message be
verbal or non- verbal?

4. Channel: - how one does communicate- this is what a channel deals with.
Communication is achieved through channels. The channels can be a letter, an email, a
fax, a telephone, memos, reporters, bulletins, posters and manuals.

The choice depends on the relationship between the sender and the receiver as well as on the
message that has to be communicated. Other factors that tend to influence the choice of a
channel include the gravity of the message, the number of receivers, the cost involved and the
amount of information.

5. Receiver- the person who receives the message, decodes it and understands it, or attaches
some meaning to it is the receiver. The receiver has to perform three functions:

a) Reception of the message – this is the stage when a message sent by the sender is
seriously taken in by the receiver

b) Decoding the message after receiving the message the receiver has to attach some
meaning to it.

c) Understanding the message – he then has to interpret it in the same way and in the
same sense as the sender meant it.

6. Feedback the return of communication from the receiver to the sender is known as
feedback. It is the response, reaction or reply to the communication.

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CHARACTERISTICS OF EFFECTIVE COMMUNICATION

These are specific aspects which must be taken in to account in all aspects or all media of
communication. They include:

a) Clarity

Communicators must be clear about:-

 Objective of communication: what is the expected response?

 What is to be communicated? The content is dictated by the objectives as well as

preferences of the audience

 About the suitable media/channels for this purpose

Clarity of expression

This is learned by the receiver in the transmitters mind through the coded message. If the
encoding is faulty the message may be misinterpreted. The transmitter needs to be careful about
the meaning and organization of words. The following points should be put in to consideration:

a) Use simple words e.g. use tell or inform instead of acquaint

b) Use concrete expressions - give dates and figures, for example:

 The goods will be dispatched on 2nd July.

× The goods will be dispatched soon.

c) Prefer active construction instead of passive, these are easier to understand more
specific personal and emphatic

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× Your efforts are appreciated by all of us (passive)

 All of us appreciate your efforts (active)

d) Avoid excessive use of the infinitive

Use of infinitive tend to make the style impersonal and formal

E.g. active in the infinitive (impersonal, indirect)

×It is the duty of the cashier to disburse salaries,

×It’s my job to supervise (direct)

 The cashier disburses salaries

 I supervise

e) Avoid jargon (the special language of a trade, profession or field of study e.g. medical
field, lawyers, teachers and engineering). Jargon creates difficulties of understanding
and makes the style formal and stiff.

f) Avoid ambiguity the message could be interpreted in two or more different ways. It is
often caused by a careless use of personal pronouns.

b) Completeness

This involves the completeness of facts. Incomplete communication irritates the reader for it
leaves him baffled. Your communication must include all the relevant facts, size color,
catalogue, number, quantity, mode of payment, mode of dispatch, date by which you need the
item. When responding the letter makes sure you have answered the fundamental questions.

Checking for the five “W” question: ‘what’, ‘when’, ‘why’, ‘where’ and ‘who’ and any other
relevant point like ‘how’. For example, when announcing a meeting, specify when and where the

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meeting will occur, who will attend, what will be discussed and how members are expected to
reach the venue.

c) Conciseness (brevity)

Be brief as possible. Brevity in a statement wins the attention of the reader, but, brevity should
not be affected at the cost of appropriateness or courtesy. To achieve brevity the following rules
will be observed:-

a) Include only relevant facts.

b) Avoid repetition.

c) Avoid titles and wordy expressions.

d) Organize your message well.

d) Consideration

Show consideration for the reader this can be achieved in the following ways:-

a) Adapt the you-attitude e.g. thank you instead of I was happy

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 b) Emphasize positive, pleasant facts we regret to…., instead, thank you for which is
positive or it is very unfortunate negatively instead say it was kind of you to
(positive)

e) Courtesy

Creates friendliness with those to whom we write.

Principles of courtesy

a) Answer letters promptly (immediately you receive)

b) Omit irritating expressions like negative words in connotation which irritate the
reader. Some are provocative especially when used with you. For example,
expressions like:

1. You forgot ,

2. You failed,

3. Your irresponsible approach

c) Apologize sincerely for an omission thank generously for a favor.

f) Correctness

Give correct facts

Send your message at the correct time

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Send your message in the correct style (format) – correct font size, correct margins, avoid
typographical errors which are indicative of a lack of attention to detail and communicate a
‘don’t care’ attitude to the receiver.

ROLE OF ICT IN COMMUNICATION

Information Communication Technologies can be defined as diverse set of technological tools

and resources used to communicate, to create, disseminate, store, and manage information.‖ This
includes any communication device or application, encompassing: radio, television, cellular
phones, computer and network hardware and software, satellite systems and as well as the
various services and applications associated with them, such as videoconferencing and distance
learning.

Components of an ICT System

There are 6 components to an ICT system-:

1. Data- raw facts and figures.

2. Hardware - physical components.

3. Software - the name given to computer programs.

4. Information - data that is converted to give it a meaning.

5. Procedures - a series of actions conducted in a certain order to make sure the system
runs smoothly.

6. People – users; data is entered by humans, for example a keyboard.

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Role of ICT in communication

1. ICT supports the communication and co-operation of people in their organizations

and in the creation and exchange of knowledge.

2. ICT supports communication and co-operation with customers, suppliers and

partners. This will allow for an agile and adaptive ICT enabled organization with
flexible patterns of production. This makes for instance mass-customization or even
mass-individualization possible: large-scale delivery of products and services tailored
to the wishes of the customer.

3. Communication technology and virtual reality will support the remote

communication between people with a quality near to face-to-face communication.
This supports remote communication in the form of virtual workshops, virtual
classroom or distant learning.

4. Information technology supports new forms of electronic documents. Multimedia

and virtual reality is useful technologies in support of information exchange and
learning processes.

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