Communication

Channels of communication

Introduction

A business depends largely on the public for its survival. It depends on suppliers for equipment,
furniture, supplies and consumables, and on customers/clients to purchase its goods and/or
services. To maintain the supply and demand relationship, there must be an exchange of
information by communication. Personnel in the business communicate with members of the
public and vice versa. A network of communication exists in this situation.

Communication is the transmission of information from one person to another. A message has a
sender and a recipient. Communication can be one-way or two-way.

Reasons for communication in a business

● To provide information

● To give or receive instruction

● To encourage and praise

● To set procedures and assign duties

● To offer suggestions and counsel

● To enquire and clarify

● To discuss and evaluate

● To request or seek assistance

 ● To boost morale (to increase the confidence and happiness)

● To reprimand ( a formal expression of disapproval)

Characteristics of good communication

Influential factors - The choice of communication channel must be determined by the factors
that influence it, e.g. the urgency.

Clarity-The recipient must be able to understand the language and expressions that are used in
the message.

Suitability-The channel of communication and form of address must relate to the occasion,
gender and status of the person, e.g. not using a telephone discussion when personal contact
would be better.

Accuracy- Information in the message (facts. figures and diagrams) must be correct.

Specificity - The message must not be misleading, have double meanings or assume that
something is known.

Brevity-The message must be as short as possible but with all essentials clearly stated.

Modesty- It must be to the point and not cause unpleasantness.

Completeness-The message must include everything relevant and essential.

Effectiveness - It must be well-timed to produce a desired effect.

Recipients - It must be sent only to those concerned.

 Directional channel of communication
The directional channel of communication in an organisation is internal from management, staff
and employees, and external, from suppliers, customers and financial institutions. These may be
formal or informal.

The formal/official channel of communication is used by executives and/or employees in

carrying out the functions of the organisation.

The informal/unofficial channel of communication is used by employees outside the formal lines
of communication. This type of communication promotes social interaction among members of a
group (for example a card club or a cricket team) and provides an alternative channel of
communication.

Oral channels of communication

Conversation- An informal face-to-face channel of communication between the personnel of
an organisation or with persons from outside it.

Telephone call-An electronic channel of oral communication between two persons who are
some distance apart.

Interview- A formal and organised verbal channel of communication between an interviewer or

a panel of interviewers and an interviewee.

Discussion- A formal and organised verbal channel of communication among people on a given
topic.

Meeting- A formal or informal face-to-face channel of communication among people on a

specific topic or issue.
Lecture- A formal and organised face-to-face channel of communication between speaker and
audience.

Seminar- A formal and organised face-to-face channel of communication among groups of

people on a given topic.

Conference - A formal and organised face-to-face channel of communication between

speaker(s) and participants on given topics. It is usually accompanied by written and/or visual
communication.

Radio - A formal one-way, or sometimes two-way, channel of communication to the listening

public on current events and topics of interest. It is heard only by those who turn on and listen to
the broadcasting station.

Television- A formal channel of one-way communication of live presentations to the public on

current events and topics of interest and usually viewed and heard only by those who switch on
the television channel.

Oral briefing- A formal channel of communication to give relevant instruction or preparatory

information to persons on a matter at hand.

Intrapersonal communication-Speaking to yourself silently or aloud.

Advantages of oral communication

● It is relatively cheap.

● It saves time-direct communication.

● It provides immediate feedback.

● It improves interpersonal relationships.

Disadvantages of oral communication

● There is no record of the communication.

 ● Tone of voice and facial expression can convey a different meaning.

● The recipient may not retain all the information.

● The recipient must listen attentively.

Electronic channels of communication

Teleconferencing - A formal channel of communication in which a number of people at distant
locations can talk to and hear one another on a specific topic or issue by telephone.

Videoconferencing - A formal channel of organised communication in which a number of

people in different places can not only talk to and hear one another in real time but also see one
another face to face through television and computer technology.

Television (one-way conference)- this is similar to television broadcasting (an outside broadcast
where the person in the studio can see the reporter in the field but the reporter cannot see the
person in the studio).

Computer - This is a channel of communication that uses computers to transmit information

directly over the Internet or an intranet.

Internet - A formal channel of communication involving an extensive international network of

millions of computers and other networks. The World Wide Web (WWW), often called the Web,
is an important component of the Internet through which information is presented graphically
incorporating hypertext documents (text files), audio (sounds), videos (digital movies) and
pictures that can be received by computers anywhere in the world

Intranet- This is a formal channel communication similar to the Internet and the Web, but
owned a managed within a particular Local Area Network and (LAN) or Wide Area Network
(WAN) to allow a business to share information and data with its employees

Electronic mail (e-mail)- This is an organised channel of communication used to send written
messages between computers, and also to send messages incorporating graphical elements. The
e-mail address of the person receiving the message is needed by the sender. Electronic files, such
as word processor documents, audio (sounds), video (digital movies) or digital photographs, may
be attached to e-mail messages.

Social media- is the term used for socialisation among people in virtual networks. Social media
uses online and mobile technologies to enable people to engage in interactive conversation to
share information. It is now the most powerful medium for news updates through online services
such as Internet forums, weblogs and podcasts.

Intra-mail - This is a system for transmitting mail within an organisation through an intranet
and facsimile machines.

Telephone - See Oral channels of communication opposite.

Voicemail -This is an organised channel of communication to enable anyone to access

information left on his/her cell phone or office or home telephone mailbox.

Facsimile (fax)-This system is used for transmitting exact copies of documents from one fax
machine to another by signals through a telephone connection, or from a computer with fax
software.

Scanning-Capturing an image of a document as an electronic file. Text can be made editable

using optical character recognition (OCR).

Scan to email-This involves scanning of a physical document through a scanner, creation of a

digital copy of that file (usually as a PDF document) and attaching the file as an e-mail in your
e-mail software.

Scan to file - This involves scanning of a physical document through a scanner, creation of a
digital copy of that file (usually as a PDF document) and saving it on your computer's hard drive.

Telecommuting - This describes working in a virtual office and using the telephone, internet
and fax machine to communicate with the physical office.

Telemarketing Communicating by telephone with customers to sell goods and services.

Texting-This is an informal channel of communication for sending short written messages from
one cell phone to another.

Instant messaging (IM)- This is a form of informal real-time communication over the Internet
using a computer or from cell phones to send text-based information.
Advantages of electronic communication

● The recipient can access information instantly.

● There can be immediate feedback.

Disadvantages of electronic communication

● Expensive equipment is required.

● Power failures or a lack of a network connection can cause delays.

● The system often crashes and data can be lost.

Electronic conferencing
Teleconferencing- A teleconference is an interactive channel of communication between
persons (three or more) in different locations using telephones to share information. The simplest
form is by using a three-way calling telephone service. Teleconferencing saves time and money
because it involves multiple connections of telephone lines at different locations to share in a
common discussion. The person organising the conference has to inform each participant of the
time of the conference and tell the operator when to connect the phone lines.

Data conferencing is an extension of teleconferencing that uses computer technology to share

conferencing applications with others in real time and express ideas simultaneously on the same
document using a special pen to write on a common white board. Whatever is written can be
seen and edited by participants at their sites. The outcome of the conference can be saved on the
computer and sent to the participants.

Videoconferencing is an interactive channel of communication used by individuals or groups

in different locations to see and hear each other in real time and share documents, computer
displayed information and whiteboards through a telecommunications network.
A videoconference requires a digital camera and microphone, a computer with appropriate
conferencing software and a high-speed Internet connection.
Types of videoconferences

Person-to-person conferencing (point-to-point or desktop videoconferencing)-This takes place

between two persons in private offices via computers with speakers and microphones (or a
headset) and computer cameras or videophones via an Internet connection.

Group video conferencing (multi-point) - This involves several persons at different sites
interacting with each other via a videoconferencing system that is either roll-about or
room-based. A roll-about system consists of a trolley with a monitor, cameras, speakers and
microphones. A room-based system consists of a room with a large screen, microphones,
speakers, cameras and computers. In both cases the computers are connected to the internet.

Written channels of communication

Letters - A formal written channel of Communication between organisations, between
individuals and between organisations and individuals.

Memoranda (memos) - An informal internal written channel of communication between

departments in an organisation.

Reports-A formal written channel of communication of the results of an investigation

Statements-A formal written channel of communication of financial matters.

Notices-An informal written channel of communication used by top-level personnel to form

staff and workers or the general public of situation or by the secretary of an organisation to
inform the members concerned about a meeting or a situation.

Agendas - An informal written channel of communication used by the secretary of an

organisation to inform the members concerned of the items to be discussed at a meeting, and the
order in which those items are to be discussed.

Minutes- A formal written channel of communication from the secretary of an organisation to

inform members of the proceedings of a previous meeting.
Circulars - A formal written channel of communication from management to customers or
employees.

Contracts-A formal written channel of communication between two parties concerning an

agreement and promise.

Questionnaires-A formal channel of communication using a number of questions and

statements to obtain information from respondents.

Itineraries - Personal programmes indicating where persons who are travelling should be at a
specific day and time, and what they have to be doing at that period, e.g. a flight itinerary shows
check-in times at airports, dates, departure and arrival ports, flight numbers and departure and
arrival times.

Press releases- news stories sent to news editors of periodicals and newspapers.

Advertisements- A formal channel of communication posted in the media (print or electronic)

to persuade the public to purchase a product or service or to take a certain action.

Advantages of written communication

● It is relatively inexpensive.

● It can be of any length.

● Mistakes in the draft and final copy can be corrected before it is dispatched.

● Copies can be made for future reference.

Disadvantages of written communication

● Information can be disclosed though unauthorised access.

● Information can be changed or tampered with.

● Documents can be soiled, damaged or misplaced.

● Office space and equipment are required to store documents.

Selection of communication channels
Communication in business is very important and the choice of the channels of communication
depends on certain factors. Sometimes a number of factors have to be taken into consideration.

Factors affecting the selection of communication channels

● Genre-The kind of conventional expression appropriate to the cultures of particular

communities and activities, eg:

1. Oral (conversation, meeting, seminar, etc.)

2. Written (letter, memorandum, report, etc.) .

3. Electronic (videoconference, e-mail, facsimile, etc.)

4. Visual (charts, pictures, slideshows, etc.)

● Location and distance - Whether the persons to be reached are inside or outside the
organisation, in the same or different places or near or distant:

Cell phone, Telephone call, Fax, Radio (walkie-talkie), Teleconference, E-mail, Text

● Cost-If the message does not justify an expensive means of transmission:

Conversation, Letter, Telegram, E-mail, Diagram, text

● Reliability- If the information is to be received without being altered, lost or distorted in

transit:

Conversation,Registered mail, Fax, E-mail

● Maintenance of records or evidence - If a record is required for future reference:

Chart, Letter, Minutes (report), Picture, memo

● Number of people - If several persons are to be reached at the same time or several views
are required immediately, depending on the funds:

Call-in radio/TV programme, Meeting, E-mail,

● Privacy (level of confidentiality)-If the matter to be sent is confidential in nature and is

not to be overheard or seen by unauthorised persons:

Mail marked PRIVATE or CONFIDENTIAL, Registered mail, Mail in specially sealed

envelopes

● Time zones - If there is no time difference or it is a working day and during business
hours:
Telephone call, Fax, E-mail

● Influence-If the information is to have immediate effect on the recipient.

Conversation,Telephone call, Picture, Film, Presentation

● Speed (degree of urgency)- If the message is urgent and is to be sent quickly, depending
the distance and the kind of response required

Telephone/Cell phone, Express mail, Fax, Coloured lights, Telegram, Flashing lights, Cablegram,
Television, Telex, E-mail, Text

Summary

The communication channels to be used for a given situation depends on the following factors:
How urgent it is. Genre-whether oral, written, electronic or visual; confidentiality of the matter.
location and distances, time zones, cost, effectiveness, reliability and number of people.
 Communication flows
Introduction

The flow of communication in any organisation goes in several directions depending on the type
and level of information. It can be upward, downward, horizontal, diagonal or grapevine.

Communication flows in an organisation

In an organisation, communication flows in the following directions:

Downward (top-down)- communication flows from managers and supervisors to subordinates

in order to transmit information relating to work, such as to convey objectives, strategies, job
assignments or evaluations.

Upward (bottom-up) communication- flows from members of staff at a lower level to managers
and supervisors in relation to concerns, output, co- workers, comments or suggestions about the
organisation.

Horizontal or lateral communication flows from persons at one level to other persons at the
same level, e.g. manager to manager, supervisor to supervisor and office staff to office staff. For
example, the sales and marketing department may communicate with the procurement
department about any sales forecasts or defects in products.

Diagonal communication flows from persons at a lower level in one department to a higher
level person in another department and vice versa.

Grapevine communication flows at all levels of authority. It is the most common informal/
unofficial channel of communication used by employees. This type of communication promotes
social interaction among members of a group (for example a card club or a cricket team) and
provides an alternative channel of communication.
When employees cannot express their views through the official channel of communication, they
do so through the grapevine network. The grapevine is used to gossip, propagate rumours and
hear-say sometimes to convey useful information.
How speculative grapevine communication can be dealt with by management

● Open denial of any rumour as false.

● Clarification of the matter by supplying the correct information.

● Emphasise there is no reason for alarm or worry

● Stress on the advantages of the real situation.

● Full assurance using all possible channels- notices, memos, meetings, etc. situation

Communication climate

The communication climate refers to the environment within an organisation's communication

network through which people exchange information. An open climate encourages the free flow
of information. A closed climate blocks the flow of information.

An open communication climate promotes productivity because people are free to express
themselves. It also improves the organisation's effectiveness when employees at a lower level
can interact with supervisors and managers without any difficulty.

A closed communication climate does not encourage open communication; it discourages people
from expressing themselves for fear of being judged if they do. In a closed communication
climate, management may have a hidden agenda and therefore suppresses communication from
the lower level. There are signs of manipulation.
 Factors affecting the flow of effective
communication in an organisation

Some of the factors affecting the flow of communication are:

● The size, nature and structure of the organisation.

● The relationship between management and workers (open or closed).

● The industrial climate: the state of relationships between management and trade unions.

● The reputation of the organisation

● The history of the manner in which the management has treated workers.

● The presence of a shift system.

● Management personnel turnover.

● Subgroups, cultural or racial differences and lack of tolerance.

● Interest in and knowledge of the topic.

Summary

Communication flows downward, upward, horizontal, diagonal and grapevine. The

communication climate in an organisation may be closed or open. A closed climate blocks the
free flow of communication whereas an open climate encourages free flow of information at all
levels.

Barriers to effective communication

Barriers to communication are things that hinder the transmission and/or receipt of information.

Some of the barriers to effective communication

include:

● Perceptual, cultural and personal bias

Perceptual barriers result when people see things differently from others. If differences in
culture, religion, nationality, age, social and economic status, political beliefs, mentality and
ways of thinking are brought into the discussion, they will affect effective communication and
can cause biases in the delivery and responses:

● Semantics-Semantic barriers are caused when people of different cultures or language

cannot identify with the meaning of a word or expression.

● Literacy skills-Poor literacy skills affect effective communication.

● Language-If one person is talking to another in a language that he/she does not
understand, it will be difficult for them to carry on a conversation.

● Status -A person of a higher position or social class may not want to associate or speak
with a person of a lower position or social class.

● Conflict-When two people are not in agreement, what is said by one may be ignored or
misconstrued by the other or action may be delayed because of their differences.

● Environment (physical barriers) - These include time differences, weather conditions,

noise and the presence of people. If business hours are not the same as in another country,
if there is a thunder storm raging, if there is loud noise around you, or if you are near
people whom you do not want to hear what you are saying, you may not be able to carry
on a conversation. Closed doors and large areas can also hinder communication. The
location of offices and staff shortages are other factors that affect communication,

● Emotions-You may not want to say anything on a matter if you are afraid or suspicious,
or if there is mistrust

● Feelings - Your present state of mind and health. A person who is upset, stressed, not
well, in shock or afraid may not be able, or even want, to talk to anyone.
 ● Grouping- Racial, religious, cultural and social differences. One group may consider
another inferior or dangerous and may not want to associate with it.

● Topic- Sensitivity or knowledge of a subject. People may not want to discuss topics of a
sensitive nature freely, eg, a topic of which they have little or no knowledge.

● Mind-set-Impressions conceived during previous events. A person's perception of

information received may be based on an earlier situation or a particular viewpoint, and
he/she may not be willing to listen and contribute to a discussion or to comment on a
matter.

● Manner of delivery (attitude) -The way information is transmitted. One person may speak
in a pleasant voice while another may shout, or a person may argue with you while
another may have a meaningful discussion.

● Timing- Information may be received too early about an event that will take place quite
sometime in the future, when there are other more urgent issues to think about.
Conversely, information may be received after an event when it is of no use and there is
no need for the recipient to act or reply.

● Non-verbal behaviour The body language of a person can indicate indifference or

aggression, which can cause people to avoid contact with that person

● Internal-Factors affecting the flow of communication, the structure/culture of the

organisation-manager and staff

● External-The environment (physical barriers) and language.

Summary
Some of the barriers to effective communication are, hias-perceptual, cultural and personal;
semantics, literacy skills, language, internal and external barrier

Telephone techniques
To enable you to describe appropriate techniques for receiving and dispatching messages by
telephone
Introduction

The telephone is a piece of telecommunications equipment used for oral communication. A "land
line" telephone sends and receives sound by electricity through interconnecting wires. Cell
phones are used to make and receive calls over microwave frequencies. A radio telephone sends
and receives sounds by radio waves from cars. trucks, ships, trains and aeroplanes.

Proper telephone techniques

It is important that persons in a business use proper telephone etiquette in both answering calls
and relaying telephone messages.

Telephone etiquette

● Answer the telephone as quickly as possible and give the caller your full attention.

● Be polite and greet the caller in a friendly. cheerful and pleasant voice. Then identify
yourself or your department or organisation.

● Listen and be alert to what the caller has to say. Always have a message pad and
pencil/pen at the side of the telephone to write messages.

● Take accurate messages.

● Do not interrupt the caller when he/she is speaking.

● Be courteous and helpful; be tactful and discreet in dealing with sensitive situations.

● Speak slowly and clearly in simple language using short sentences in a low-pitched voice.

● You should be able to recall information about your department, organisation or the topic
being discussed quickly and to think rapidly and make proper decisions on behalf of your
organisation.

● Screen calls where necessary.

● Never keep a caller waiting too long while searching for information. Monitor calls on
hold and keep the caller informed of progress.
 ● Always ask the caller to call back if the search for information will take some time, or
offer to call back yourself.

● Transfer a call if you are unable to answer the caller's question, but only if the caller
agrees

● Transfer calls immediately if the caller agrees or if the other person is willing to speak
with the caller, do so without disconnection.

● If the caller is disconnected, replace the receiver immediately so that he/she can call
again if necessary.

● Keep the caller informed if there is any delay in making the connection, or return to the
waiting caller and follow up any promise to supply information.

● If the person required is not available, ask the caller if he/she wishes to:

1. Speak to any other person

2. Call again at a later time

3. Be called later when the person is available

4. Leave a message or be helped by you

● Use the telephone or phonetic alphabet if you have to spell any word for the caller.

● If you have to give the caller a telephone number, announce it two digits at a time.

● Record the caller's name, business address and telephone number and any extension
number.

● End conversation in a friendly manner thanking the person for calling and by saying
Goodbye.

Expressions used in telephoning

● Good morning/good afternoon, Ann & Dale

 ● Co Ltd, Joanne Young speaking.

● Who is speaking, please?

● How can I assist you?

● I would like to speak to M...

● May I take a message, please?

● Please call again later in the day.

● Please hold for a moment.

● Sorry, you have dialled the wrong number.

● I am connecting you to M...

● Could you spell that word, please?

● Could you repeat your name, please?

● Thank you very much for your assistance.

● You are welcome. Goodbye.

The telephone alphabet is used to avoid errors when spelling words in which some the letters
have similar sounds or when giving numbers over the telephone, eg, where for instance Stacy
could sound like Tracy, D as E, F as S or M as N. To spell, eg. Liew using the telephone alphabet
below. say "Las in Lima, I as in India, E as in Echo, U as in Uniform
It is important to remember that numbers can easily be confused when given over the telephone.

Recording systems

Voicemail is a personal computerised answering system that not only answers calls but also
performs the function of a recording system to receive and store messages in an electronic
mailbox when:
 ● You are away from the office or the phone.

● You are busy attending to other matters.

● Your phone is being used.

When a person calls and there is no one to answer the telephone, a pre-recorded voice identifies
the telephone that has been reached and invites the caller to leave a message, including their
name and telephone number, or to call back later.

A telephone answering-recording machine is a device used for receiving telephone messages and
recording information. When someone dials the number, and no one is available to answer, a
pre-recorded message is played after the ringing tone is heard. The caller is invited to leave
his/her name, telephone number and any message after a given signal. The information is
recorded and can be replayed later. There is usually a light on the equipment indicating that a
message is recorded.

Receiving and delivering messages

In the absence of any recording equipment, the administrative assistant or whoever answers the
telephone for a staff member who is away should follow these guidelines in receiving, recording
and delivering telephone messages:

● Secure the message pad and pencil/pen.

● Record on the appropriate line/box on the message sheet the following:

1. the name of person for whom the call is received and the date and time of the call

2. the caller's name, organisation, address and telephone number including the extension
number.

3. a check mark to indicate that the caller telephoned and in any other appropriate box as
necessary.

4. brief and accurate details of the message, if any, in legible handwriting.

5. Confirm what is noted - read the message to the caller to ensure that it is correct. If
necessary, spell any word using the telephone or phones alphabet.
 6. Sign the form on the space provided.

7. Place the message form on the staff member desk where it can be seen as soon as he/she
returns.

How inaccurate telephone messages affect a company

● The public will lose confidence in the company. Customers will go elsewhere to do
business.

● The business will decline.

● It projects a negative public image.

● Telephone calls will not be returned.

● Wrong messages will be delivered to staff.

● Wrong dates will be recorded.

● Wrong transactions will be undertaken.

● It creates embarrassment for the company and staff.

Practice in using telephone techniques

Answering another person's telephone

When answering another person's telephone you should:

● Ask the member of staff whose phone you are answering what to say if a particular
person is expected to call.

● After the usual greetings, state your reason for answering the phone, e.g. 'Mr John is
unavailable at this time."

● When you have secured information or in contacted the person for whom the caller was
waiting, obtain the caller's attention by using his/her name and thank him/her or waiting.
 ● Take messages. Do not promise the person that you will call back.

● Be discreet when giving information about a member of staff.

● Be tactful when asking for the caller's name, e.g. "May I inform Mr John who is calling?"

● Always be helpful. The caller will be grateful for your assistance and kindness.

Actions to ensure the correct taking of telephone messages

● Record messages on message forms.

● Use the telephone or phonetic alphabet when you are spelling names or giving numbers.

● Ask the caller to repeat anything not heard or not understood.

● Make jottings during the conversation.

● Read the message back to the caller to ensure that everything is correct.

● Consider the possibility of retraining the telephone operator.

● The performance of the operator should be evaluated periodically.

Use of the telephone directory

1. Look at the contents page to locate the page number for the correct section.

2. Turn to the specific colour pages to locate the required alphabetical section.

3. Glance through the required alphabetical section to find the particular name.

4. Read the information relating to the particular name and make any necessary notes,
including the telephone number.

Maintaining personal and company telephone directories

A personal directory can be made in a pocket booklet with a visible index at the edge. It is used
to record in alphabetical order the names. addresses and telephone numbers of persons to whom
calls are made frequently. It may also list emergency services such as ambulance, coast guard,
doctor, fire and police. New names should be included when necessary, and those that are no
longer useful should be removed.

A company directory can be made on an automatic finder with a movable indicator on the edge,
or on index cards on a rotary file. It contains the names of members of staff of the same and other
departments in alphabetical order and their extension numbers, as well as the names in
alphabetical order, addresses and telephone numbers of persons from other firms to whom calls
are made frequently. It may also include emergency services. It should be updated regularly.

Personal use of the office telephone

The office telephone should only be used for personal reasons in cases of emergency and if you
do not have your own cell phone. Personal use of the business phone reduces productivity,
increases the company's phone bill, gives the company a bad name and results in loss of
business.

Summary

The proper techniques for receiving and delivering messages by telephone are:

Use proper telephone etiquette. Have a telephone recording system to deal with incoming calls.
Record messages accurately on a message form and deliver them promptly. Use the telephone
directory for telephone and fax numbers. Make your own directory for numbers you call
frequently.