A Communication

i) Definitions
1. Transitional process that involves an exchange of ideas, information,
feelings, attitudes or belief and impressions.
2. Multi-level process in an organization because in involves the organizational
hierarchy
3. Cultural interaction with people in groups for conversing and sharing ideas
in social gatherings
4. Disseminating process that involves passing on information to masses
5. Transformational process that motivates and fosters growth and mutual
understanding
6. Dynamic process that challenges ‘what you say’ and how you say’ at a
particular moment
7. Mental/psychological process of talking to oneself in mind, and
8. An interaction process with the corporate
An expression of an idea, that may be verbal, Visual (non- verbal) or vocal that
is read, perceived and heard by another person. The three Vs of Communication
– verbal, visual and vocal.

ii) Nature of communication

1. Leads one to personal effectiveness( Various ways ie expression)
2. Helps one to network with other people
3. Helps one to collaborate with all the others at the place of work.
4. Influences motivation for enhanced performance
5. Builds better under understanding between Boss and the subordinates
6. Creates better interpersonal relations
7. Increases listening ability
8. Enables employees to appreciate the need for change
9. Creates better environment for knowing why there is resistance to change.

iii) Types of communication

1. Personal or intra-personal. Done within the individual
2. Interpersonal-Done between individuals or groups, one on one or one to
Several or group to group.
3. Organizational- As adopted by an organization.
4. Mass- reaching out to many people or large audience
5. Social- Done in a relaxed atmosphere of friendship not work based
6. Transformational- Aimed at changing the character or behaviour of a person
7. Corporate- As in big organization to prevent different views on an issue
8. Group- As a team or group of people with similar views. Meetings and
resolutions.
iv) Methods of Communication
a) Verbal
-This involves the word in one way or the other. Spoken, written
This communication can be done in two main ways of linear and Non-linear.
Linear involves communicating with an unknown audience
It’s wide and little or no immediate feedback is expected.
-Demands good background preparations as mistakes are difficult to correct.
-its mass communication in that it involves many people.
Its fast and covers wide areas
-Non linear communication
Its face to face
-slow as it allows for probes and corrections by the parties involved.
-Cheap but slow in coverage and clarifies issues with immediate response.

a) NON-VERBAL Communication
1. Kinesics (Muscle or movement based)- Body language, facial expressions,
gestures, posture, silence
2. Proxemics-space and distance
3, Paralanguage vocal sounds- seemingly meaningless sounds made during the
Communication .i.e slight cough, meaningless utterances.
 4. Artifactics- Tools and clothes-Some of these carry
generational, dietary, economic and other messages
5. Chronemics- Time. How we view and respect time, promptness to
Appointments and programming etc.
5. Occulesics- eye contact and facial expressions. How the eye communicates
6. Tactillics- bodily contact i.e. touch. How the body adjusts itself to
communicate a message (Goose pimples to show fear or cold.
Stiff hair for fear).
7. Offectilics –smell-items like fire and big snakes smell in addition to other
common smells and aromas.
It can be concluded that communication is an ongoing process which comprises
transmission and reception of a message. It is a meaningful exchange in which
ideas and concepts are transferred. Adequate comprehension of the transmitted
message and subsequent action form an integral part of this process.
The word Communication is derived from a Latin word Communis which means
to share. Communication therefore means sharing of ideas, messages, concepts,
and words expressed through a language easily comprehensible to the listener.
Communication is not limited to the language semantic level. Words may be used
to both aid and or camouflage comprehension (Kaul, 2017).
The module presents the process of communication. Basically, communication
involves a sender and a receiver. The two deal with the message in different ways
in that the message sent is never the same as the one received.
Models of communication
i) Aristotle
The first one was proposed by Aristotle. His was simple with a) Sender, b)
Receiver and c) Message. All other theories arose from the Aristotle model. He
assumed that the communication process was one way from the Sender to the
Receiver using the Message.
Sender -----------Receiver------------Message
ii) Lasswell model
 Lasswell extended the Aristotle model by adding the Channel the speaker
selects to transfer the message. He laid emphasis on the Speaker, the
Message and the Channel. This was a one way communication model as
well.
Speaker--------Message---------Channel
iii) Shannon-weaver model
These included the aspect of encoding before the transmission of the
message. This recognized the fact that the message cannot be transmitted
in a raw form but encoded in a form acceptable by the receiver. They also
recognized the potential of noise in distorting the message. Their model
also was one way but it had an element of feedback which pioneered the
two way communication process.
Encoding----Sender----Message-------Noise------Feedback
The Schramm model
This is the best known model designed in 1955 by Schramm Wilbur. He
proposes three models of communication where each is an improvement of the
other. Improving on the Shannon model, it starts from the encoding phase where
the message is transmitted from the sender to the receiver. He did not include noise
but borrowed the idea of a source and the message from Aristotle. This was a one
way flow of the message.
i) Source------------Message
The second model by Schramm added the importance of the shared field of
experience by the sender and the receiver. The sender encodes the message in a
form acceptable to the receiver. This is the first time the receiver is brought in the
picture. The experience of the receiver. However, the communication direction was
still one way.
ii) Source----------Message-----------Receiver
The third model proposed by Schramm introduced the significance of the
response from the receiver and the encoding of the message and transmitting it in a
proper channel. It was found necessary that the Receiver decodes the message and
transmits it to the sender as feedback. This created a circuitous communication
with a feedback system. This simplified the communication system.
iii) Source—encoding--- signal (channel or medium) -----Decoding
(Translation of signs and symbols received) ------ Decoding (making
 sense of the message) -----Destination (Receiver’ mind) --- reply or
feedback.
The Katz-Lazarsfeld model
These proposed a model suited to mass communication. The sender encodes a
message and transmits information through mass media to an opinion leader who
relays it to the public. The opinion leader can be any body in a position of authority
(even an announcer). The important components of this model are the sender, the
receiver, the message and the opinion leader. This a one way communication
system.
Sender-----Encodes-----Mass media(Multiple channels)----Multiple receivers

The Wesley-Maclean model

These made radical changes to the flow of communication. Their emphasis was
not on mass media but interpersonal communication. They place the sender to
encode the message. Their emphasis was on Sender, Receiver and Feedback. They
developed a circular course of communication with an inbuilt feedback system.
The Berlo model
Berlo proposed a model in which the sender using experience encodes and
transmits the message through one of the senses. His is not limited to speaking and
hearing but using all the senses. His model advocates that the receptivity of the
message is contingent on the receiver’s understanding of words in a particular
context. He emphasized the role of perception in understanding (reception) of the
message. The central argument is that a discrepancy in understanding the intent of
the message as was intended and the manner of comprehension created
miscommunication. It was also a one direction model.
Source-----Receiver---meaning ---process
The new comb theory
Propose that communication works as a result of the reaction/ response of
individuals to each other and the topic discussed. He recognized the significance of
peace / harmony and consistency in any piece of communication.
 The important factors in this case are the receiver and meaning associated with
the utterances made. This was a triangular form of communication.
The Dance model
In this model encoding and decoding of the process of communication are
contingent on the previous communication experiences of the receiver. This is an
Helical spiral model.

Reflection. Show how an understanding of these facts about communication can help one to
communicate effectively.

BUSINESS COMMUNICATION
Writing power is one of the greatest assets in the world of
communication (Roy, 2010). Specific jobs are available for those who have
honed their skills of writing such as technical, content, creative business
writers in great demand because they have the ability to write with power
and perfection. However, this is the least considered skill in Zambia.
The writing skills takes precedence over others as it is considered more in
business transactions . In business communication, it is essential to write clearly
because:
- The one performing the task should be known clearly.
- Obscurity may result in huge losses.
- What is written is a record that can be used in litigation (court).
It is therefore essential to;
-Correct and rewrite the document until we are sure that it communicates the
intended message in the right or appropriate manner before circulating it.
Rewriting is done through revision, re reading, editing the written
document until we are satisfied it communicates our thoughts accurately.
- Endevour to learn the specialized language with appropriate words in the
field of operation.
- Check whether the sentence is balanced in comparisons, modifiers, verbs,
prepositions and other items.
Reflections. Show how the English language register in your organization
differs from the ones used in ordinary situations. How does his affect your
operations with customers?

CHANNELS OF COMMUNICATION
-like water, communication follows channels and direction (Canals and rivers
for water).
-When transmitting a message from source to a destination the use of a proper
channel is imperative.
-A channel is the route or path through which the message is transmitted from
sender to the receiver and vice versa.
-In any organization, the message moves in three directions
a) Vertical- Going up and down the organization hierarchy. To seniors
and juniors in the system.
b) Lateral- To officers on the same rank with the writer or initiator of the
communication.
c) Diagonal- From a junior of one organization to a senior of another
organization
Reflection. Monitor the flow of information in your organization.
i) Identify the dominant type of information and direction it takes
in your organization.
ii) What type of communication would you say is dominant in
your organization?
iii) Explain how the four skills of language are used in
communication in your organization.
iv) Arrange the language skills according to rate of utilization in
your organization.

Forms of communication
-communication is done in different forms such as
 i) Oral communication is the spoken word
-This is the spoken to hearing communication
ii) Written Communication
-Associated with the writing skill
iii) Body language
Non verbal type
-Transmission of messages through signals emitted by the body. It is
involuntary communication in most situations. It can happen with one’s
awareness or not. The sender might not be aware of the signal sent to the
receiver.
iv) Space and Distance
This is non verbal
-The space one maintains with the receiver communicates the nature of the
relationship between both.
-Intimate relationship is identified by how people sit close to each other.
-Formal relationships are identified by increased distance between the sender
and the receiver.
Different spaces and zones individuals maintain in communication
1. Intimate - Extends to 1or 11/2 feet about 30Centimetres apart
2. Personal - 4 Feet or slightly over a meters.
3. Social - 3 to 4 meters
4. Public - 4 meters and more
Reflection. Show how these forms of communication are used in your
organization. Describe situations when each one of them is most appropriate in
exchanging messages or information. Extend your observations to the direction and
status of people involved.
COMMUNICATION CORRESPONDENCE
-general letter writing-format for different letters
Layout- Blocked ,Semi –blocked and
-Content-length-details