CHAPTER 8: COMMUNICATION

Learning Objectives:

1. Define communication.

2. Explain the communication process.

3. Describe formal communication.

4. Explain grapevine (informal) communication.

5. Identify barriers to communication and ways to overcome them.

LO 1: Definition of Communication

Definition:

• Communication is the process of sending and receiving messages through verbal and
nonverbal means.

• It involves speech, writing, graphics (e.g., infographics, maps, charts), and behavioral
cues (e.g., gestures, tone).

• Effective communication ensures understanding between the sender and the receiver.

LO 2: The Communication Process

Definition:

• The communication process refers to the exchange of information between two or more
individuals.

• Effective communication occurs when both parties understand each other.

• If there are misunderstandings or blockages, communication fails.

Elements of the Communication Process:

1. Sender (Encoding):

o The individual or entity initiating the message.

o Converts thoughts into a message using words, symbols, or gestures.

2. Message:
 o The actual information being communicated.

o Can be verbal, nonverbal, or written.

3. Receiver (Decoding):

o The person who receives and interprets the message.

o Must be able to understand and respond.

4. Medium (Channel):

o The method used to transmit the message.

o Examples: face-to-face conversation, emails, phone calls, written reports, etc.

5. Feedback:

o The receiver’s response to the message.

o Confirms whether the message was understood correctly.

o Can be verbal (spoken reply) or nonverbal (nodding, facial expressions).

Definition:

• Formal communication follows a structured flow within an organization.

• It occurs through predefined channels and follows the chain of command.

Types of Formal Communication:

1. Downward Communication:

o Information flows from higher levels (managers) to lower levels (employees).

o Includes instructions, policies, and company announcements.

o Examples: memos, manuals, emails from managers to staff.

2. Upward Communication:

o Information moves from lower levels (employees) to higher levels (managers).

o Used for feedback, suggestions, or complaints.

o Examples: employee surveys, reports to supervisors.

3. Horizontal Communication:

o Exchange of information between individuals at the same level but in different

o Promotes coordination and teamwork.

o Example: collaboration between marketing and sales teams.

4. Diagonal Communication:

o Communication between different levels and departments, bypassing the chain

o Example: a finance manager speaking directly with a customer service

Definition:

• Informal communication does not follow the official organizational structure.

• It spreads information spontaneously, often faster than formal communication.

• Can be beneficial for sharing unofficial information but may lead to rumors.

Types of Grapevine Communication:

1. Single Strand:

o Information passes from one person to another in a chain.

o Risk of distortion as information is passed along.

2. Gossip Chain:

o One person spreads information to many others.

o Common for non-work-related or sensational news.

3. Probability Chain:

o Information spreads randomly, depending on relevance to the listener.

4. Cluster Chain:

o A person shares information selectively with trusted individuals.

o The message is passed on only within specific groups.

LO 5: Barriers to Communication & Ways to Overcome Them

Common Barriers to Communication:

1. Language Differences:

o Use of jargon, technical terms, or complex language can lead to

2. Cultural Barriers:

o Different cultural norms can impact interpretation.

3. Emotional Barriers:
 o Personal feelings or attitudes can affect how a message is received.

4. Physical Barriers:

o Poor technology, noisy environments, or large distances can hinder

5. Lack of Feedback:

o If the receiver does not provide feedback, the sender may not know if the
message was understood.

Ways to Overcome Barriers:

1. Use Clear and Simple Language:

o Avoid complex terms or industry jargon.

2. Encourage Two-Way Communication:

o Seek feedback to ensure understanding.

3. Adapt to the Receiver’s Needs:

o Tailor the message based on the receiver’s knowledge and background.

4. Ensure Consistency:

o The message should align with company policies and objectives.

5. Use the Right Communication Channel:

o Choose an appropriate method based on urgency and importance.

1. Communication is the process of exchanging messages for understanding.

2. The communication process involves the sender, message, receiver, medium, and
feedback.

3. Formal communication follows structured channels, including downward, upward,

4. Grapevine communication is informal and can spread rapidly but may be unreliable.

5. Barriers to communication can be overcome by using clear language, seeking feedback,