COMMUNICATION

Communication
may be defined as the transfer of information including
feelings,and ideas from one person to another

The Importance of Communication

1. What their organization is
2. What objectives their organization want to achieve
3. What their roles are in achieving the organization’s
objective
4. How they will achieve those objectives
5. Who the individual members of the organization are
The Communication Process

Six Components of an effective communication.

1.A communication source or sender
2.A message
3.A channel
4.A receiver
5.Feedback
6.The environment
 ENVIRONMENT

NOISE

ENVIRONMENT ENVIRONMENT

SENDER CHANNEL
RECEIVER

FEEDBACK

The
NOISE Communication
ENVIRONMENT
Process
SENDER
Is a person who makes the attempt to send a message which could
be spoken,written in sign language or non verbal to another person
or a group of persons.

MESSAGE
Is a purpose or an idea to be conveyed in a communication event.

How the message is received is influenced by the following factors

1. Clarity of the message
2. Alertness of the receiver
3. Complexity and Length of the Message
4. How the information is organized
The Message has two components :
1. The thought or conceptual component of the message –This is
contained in the words ,ideas, symbols and concepts chosen to
relay the message
2. The feeling or emotional component of the message-This is
contained in the intensity,force,demeanor and sometimes t he
gesture of the communicator or sender

The Channel
The medium through which the message travel.
1. Face to face
2. Telephone and Cell phone
3. E-mail
4. Written memos and letters
5. Posted Notices
6. Bulletins
 The Communication Channel may be classified also as
1. Formal
2. Informal
The Receiver
The person receiving the message.

The Feedback
refer to the process of communicating how one feels about
something another person has done or said

The Environment
refer to the circumstances in which messages are transmitted
and received.
The Noise
Anything that disrupts communication including the attitude and
emotion of the receiver.

Basic Methods of Interpersonal Communication

1. Verbal
2. Written
3. Non Verbal Communication

Verbal Communication
is a major means of sending messages.It includes one-on-one
meetings,speeches,grapevine,telephone,departmental or
interdepartmental meetings,and presentation.
A major disadvantage of verbal is the distortion of the message when
it passes to several people

Verbal Communication is the appropriate method if the sender:

1. Wants to appear informal
2. Wants to invite suggestions and ideas which are more likely to
spark off a discussion
3. Is explaining something complex and people might need to ask for
clarification as he goes along
4. Has important news to impact such as retrenchment
5. Need to be very diplomatic and feels he will be more effective
face-to-face than in writing.
6. Has something highly confidential to say and putting it in writing is
risky
Verbal Communication is not appropriate when the
sender
1. Wants to maintain formality or distance from the other person to
the group of people
2. Wants a permanent records of what has been said
3. Needs receiver’s comments to be in writing for legal reasons;
4. Wants to avoid furher discussion of the subkect by signaling that
the matter is closed

Written Communication
Includes memos, notice-boards and letters to staff ,emails,
faxes,Internal newspaper and instant messaging.
Advantage of Written Communication
1. It is formal and authoritative
2. It provides a permanent record of what have been said
3. It provide a document useful for legal purposes
4. A number of people will receive exactly the same information
5. It is useful in communicating something complicated
6. It is sometimes quicker
7. It avoids a lengthy discussion
8. Words can be chosen carefully

Written Communication is not appropiate when :

1. The receiver needs to ask questions or seek clarification
2. More discussion is needed before fact is established
3. A friendly informal atmosphere is needed
4. The message is very important
5. The message is confidential
6. The information may be upsetting to the receiver.
Non Verbal Communication
Communication that takes place through facial expression,body
movement,eye contact and other physical gesture

Function of Communication
1. Information Function
2. Motivation Function
3. Control Function
4. Emotive Function
Basic Goals of Effective Communication
1. To gain goodwill
2. To inquire
3. To inform
4. To persuade
 Barriers to Communication
1. Filtering
2. Selective perception
3. Information Overload
4. Emotions
5. Language
6. Communication Apprehension
7. Absence of feedback
8. Physical Separation
9. Lack of Credibility of the Sender

Filtering
refer to manipulation of information so that is will be seen more
favorably by the receiver
Selective Perception
receiver selectively see and hear message based on their
needs, motivations, experience, background and other personal
characteristics.

Information Overload
refer to the condition in which information inflow exceeds an
individual’s processing capacity
Emotions
The Receivers feeling affect his ability to understand
any message sent to him

Language
Words do not always means the same thing to
different people
 Communication Apprehension
refers to the undue tension and anxiety about oral
communication,written communication or both
Absence of Feedback
The absence of feedback does not provide a sender the
opportunity to correct misimpressions about the message sent

Physical Separation
Refers to interferences to effective communication occuring in the
environment where the communication is undertaken.
Physical barrier
1. Distances between people
2. Walls
3. An office that is not conducive to communication
4. An intimidating person posting near the door
5. Wrong timing
Lack of Credibility of the Sender
Depending on the credibility of the sender, message can get
through the channel to the receiver.

Kinds of Communication Flow

1. Downward
2. Upward
3. Horizontal
Downward Communication
refer to message flow from higher level to lower levels
Purpose
1. To give instruction
2. To provide information about policies and procedure
3. To give feedback about performance
4. To indoctrinate or motivate
The various techniques used in downward communication:
1. Letters, meetings,,and the telephone or cellphone
2. Manuals
3. Handbooks
4. Newsletter

Upward Communication
refers to messages from persons in lower level positions to persons in higher
positions.
PURPOSE
1. To provide feedback to higher ups
2. To inform higher up of progreess toward goals
3. To relay current problem

Techniques used in upward communication

4. Performance reports
5. Suggestions Sytems
6. Informal gripe session
7. Open-door policy
8. Exit interviews
Horizontal Communication
Refer to message sent to individuals or groups from another of the same
organizational level or position
Purpose
1. To coordinate activities between departments
2. To persuade others at the same level of organization
3. To pass information about activities or feelings

Techniques appropriate for Horizontal Communication

1. Memos
2. Telephone or Cellphones
3. Picnics
4. Dinner and other social affairs
 Downward Communication
• Implementation of goal, Interpret
strategies,
Objectives
• Job instruction and rationale
• Procedure and practices
• indoctrination

Upward Communication
• Problem and exceptions
• Suggestions for improvement
Influence • Performance reports
• Grievance and Dispute
• Financial and Accounting
information

Coordination
Horizontal Communication
• Intradepartmental problem solving
• Interdepartmental coordination
• Staff advise to the departments

THE AREAS OF CONCERN IN MESSAGE FLOWS

IMPROVING COMMUNICATION IN ORGANIZATION
1. The message should be improved so it could be easily understood
2. The receiver must improve his skills in understanding the
message sent to him.