MEANING OF COMMUNICATION

Communication is the process of exchanging ideas amongst two or more persons.

Communication achieves its objective when the parties involved understand each other.

Communication can also be defined as giving, receiving or exchanging information, opinions or

ideas by writing, speech or visual means, so that the material communicated is completely
understood by everyone concerned.

Communication is the process by which information is passed between individuals by means of

previously agreed symbols.

Communication is a process in which information is shared and exchanged. It is a two-way

interaction in which the entrepreneur, and whoever is being interacted with, is active participants
in the attempt to solve a problem through the use of language as the proper channel of
communication
PURPOSE OF COMMUNICATION

1. For Instructions. The instructive function deals with the commanding nature. It is about giving
directives. The communicator transmits the necessary directives and guidance to the next level so as
to enable the staff accomplish a task. Instructions basically flow top to the lower level.

2. For Integration: Communication aims at integration of activities. It brings about inter-

relationships among the various functions of the business organization. It helps to unify the
different management functions e.g finance, human resource, production, sales and marketing.

3. For Information: Communication function is to inform the individuals or group about the
particular task or company policies and procedures etc. The top management informs the lower level
staff on policies while the lower lever informs the top level on the reaction about the policies. As
such, informing others or being informed is a core function of communication.

4. For Evaluation: Communication helps examine activities so as to form an idea or judgment on the
worth of a task. Communication serves as an appraisal tool for the individual or team in an
organisation. Evaluating ones input or others input requires effective communication.

5. For Direction: Communication helps issues directions by the top management or managers to the
lower level. Employees can perform better when they are directed by the their seniors. Issuing
directions can be done through writing or orally.

6. For Teaching Or Training: A complete communication process is required to teach and educate
workers about work procedures and safety on the job. Personal safety on the job is greatly
recognized. Teaching thus helps workers to avert accidents, avoid dangerous risks etc.

7. For Influence: Communication helps influence others or become influenced. An individual who
has the potential to influence others can easily persuade others .
 8. For Image Building: A business enterprise cannot isolate itself from the rest of the society.
Goodwill and confidence are necessary and should be created among the public. The public image
building can be done through the media which will project the image of the organization.
The organization should aim at informing the public /society about its goals and objectives,
activities, products and corporate social responsibility.

9. For Employee Orientation: When a new employee joins an organization, he/she does not know
the programs, policies and culture among other things, thus communication helps to make new
employee acquainted with co-employees, superiors with policies, objectives, rules and regulations
etc of the organisation.
10. For Decision Making: Efficient decision making is necessary in an organisation. Effective
communication helps in the process of decision making. We communicate to decide on the course of
In any business enterprise, a good communicator will need to be confident and develop a level of
expertise in the skills of speaking, listening, and at times writing to customer’s workmates and
supervisors. The good communicator also needs to be good in numbers such that he/she can
prepare his financial statements and present them in a legible manner. He/she may also need to
devise graphs and charts, using graphic illustrations to explain information. This might involve
using computer-based and telecommunication equipment such as PCs, photocopiers, scanners,
telephone systems, faxing equipment, etc. The good communicator will thus need to arm
him/herself with the skills to use these tools to communicate with all the stake holders in his
business.

COMMUNICATION SKILLS

The following are the major skills that are effective for successful communication

1. Effective Listening - To be a good listener is as important as being a good speaker. Speaking

in itself is useless unless someone is prepared to listen to us. Listening is not something that
happens to us whether we like it or not. It is an active process.

2. Body Language - In addition to the ability to listen, effective communicators possess

excellent non-verbal communications, or body language. As one is communicating with
another, the posture should be relaxed. The hands should be free, maybe at the side, but
seldom kept in the pockets. The hands should not be tightly wrapped around each other in a
closed gesture, nor should they scratch the head, arms or face while they are either listening
or talking. All those things make the listener nervous Effective communicators have a
posture which is erect, but yet relaxed. They don't stand stiffly, nor do they slouch over while
either standing or sitting. In a sitting position, legs can be crossed or comfortably side-by-
side.

3. Tone of Voice - The tone of voice should be even. Also, one should be very careful in the
 words chosen to express one. The communicator should take his time as he speaks so as not
to use wrong or inappropriate language. The person communicating should have a good
command of language and knows how to use it effectively

4. Interactive - One should not assume they know everything and therefore should be very
inquisitive, even when communicating with others. This means they ask questions, truly
interacting with others. They know that others possess knowledge too. Asking questions
educates them, and successful people know the value of being educated. It helps them make
better decisions and choices in their life and work.

5. . Clarity and Concision

Try to convey your message in as few words as possible. Say what you want clearly and directly,
whether you're speaking to someone in person, on the phone, or via email. If you ramble on, your
listener will either tune you out or will be unsure of exactly what you want. Think about what you
want to say before you say it; this will help you to avoid talking excessively and/or confusing your
audience.
6. Friendliness
Through a friendly tone, a personal question, or simply a smile, you will encourage your coworkers
to engage in open and honest communication with you. This is important in both face-to-face and
written communication. When you can, personalize your emails to coworkers and/or employees - a
quick "I hope you all had a good weekend" at the start of an email can personalize a message and
make the recipient feel more appreciated.
7. Confidence
It is important to be confident in all of your interactions with others. Confidence ensures your
coworkers that you believe in and will follow through with what you are saying. Exuding
confidence can be as simple as making eye contact or using a firm but friendly tone (avoid making
statements sound like questions). Of course, be careful not to sound arrogant or aggressive. Be sure
you are always listening to and empathizing with the other person.
8. Empathy
Even when you disagree with an employer, coworker, or employee, it is important for you to
understand and respect their point of view. Using phrases as simple as "I understand where you are
coming from" demonstrate that you have been listening to the other person and respect their
opinions.
9. Open-Mindedness
A good communicator should enter any conversation with a flexible, open mind. Be open to
listening to and understanding the other person's point of view, rather than simply getting your
message across. By being willing to enter into a dialogue, even with people with whom you
disagree, you will be able to have more honest, productive conversations.
10. Respect
People will be more open to communicating with you if you convey respect for them and their ideas.
Simple actions like using a person's name, making eye contact, and actively listening when a person
speaks will make the person feel appreciated. On the phone, avoid distractions and stay focused on
the conversation.
11. Convey respect through email by taking the time to edit your message. If you send a sloppily
written, confusing email, the recipient will think you do not respect her enough to think through
your communication with her.
12. Feedback
Being able to appropriately give and receive feedback is an important communication skill.
Managers and supervisors should continuously look for ways to provide employees with
 constructive feedback, be it through email, phone calls, or weekly status updates. Giving feedback
involves giving praise as well - something as simple as saying "good job" to an employee can
greatly increase motivation.
13. Similarly, you should be able to accept, and even encourage, feedback from others. Listen to the
feedback you are given, ask clarifying questions if you are unsure of the issue, and make efforts to
implement the feedback.
14. Picking the Right Medium
an important communication skill is to simply know what form of communication to use. For
example, some serious conversations (layoffs, changes in salary, etc.) are almost always best done in
person. You should also think about the person with whom you wish to speak - if they are very busy
people (such as your boss, perhaps), you might want to convey your message through email. People
will appreciate your thoughtful means of communication, and will be more likely to respond
positively to you.

Parties or Elements in Communication

For communication to take place the following parties and elements must be involved;

 Sender- this is the party who prepares an start the communication process. He is the
source of information and he plays an important role in ensuring that communication
process is successful.
 Receiver- this is the destination of the communication process. This is the person
targeted to receive information and provide feedback. He must be well prepared to
receive information and provide feedback that illustrate whether the process of
communication is successful and complete or not.
 Channel- this is the means through which information travels between the sender and
receiver. There are different channels through which communication can be
transmitted before choosing good communicator must ensure the right time in
choosing.

 Message/information- this is what is transmitted or communicated the process of

communication. Before it is transmitted both parties must ensure it is well prepared
and it includes all the details that must be communicated.
 Feedback- this refers to the response from the receiver to the sender about the
information or the message communicated. It forms bases of determining whether the
message was received and understood. It is indicates so the process of communication
can be regarded as successful.


Importance of communication

Communication plays an important role in the society, business and the state of a country as a
whole. Such benefits include the following;
  Receiving of information and ideas- communication provides a means through which
people are able to get information from each other. Such information mostly I 8s about
ideas that people need in their day to day activities.
 Improving understanding- through communication people are able to get information
that enables them to understand other people effectively.
 It allows socialization- through communication; people are able to get to interact with
each other and thus are able to know each other. This has been made possible through
socialization where people exchange information and ideas about each other.
 It facilitates motivation- motivation techniques have changed in modern years. Effective
communication is major motivational factor and it generates excellent relationship
between employers and employees.
 It enables decision making- communication in an organization not only aloe receiving of
information but also it guides how decision should be made by the management within
an organization. With such information effective decision can be made.
 Helps in implementing change- effective communication is an essential element in the
change process. This is because through communication people can easily be prepared to
receive any changes within the organization. This makes it easier to implement such
changes.
 It helps in management- communication is a vital tool of management. Through
communication an organization is able to;
- Effectively plan
- Control and coordinate major activities in an organization
- Conduct effective functions of an organization
- Develop effective relationship in an organization
- Maintain external relationship within the outsiders
 Communication helps in solving problems
 Communication provides a means through which people are able not only communicate
about their problems but also advice solution to such problems.

Meaning effective communication

Effective Communication is simply the transmission of a message to another person in such a
way that the recipient interprets it exactly as the sender intends and receives at the right time.
This involves:
 Correct timing
 Logical thinking
 Fluent expression
 Carefully reading and listening
  Sensitivity to the circumstances
 Choice of appropriate media, tone and style
 Obtaining feedback to check the message has been understood

Information may be the main focus of the communication. The communicator may want:
 To initiate some action
 To make his needs understood
 To share ideas, attitudes and beliefs perhaps persuading others to embrace them
 To establish and maintain links with other people, possibly to entertain them

Swift, clear and precise communication is the foundation of any business operation. Quick,
effective communication improves productivity, increases efficiency, and reduces redundancies.
Whether you are emailing a colleague, pitching a client, or preparing for a job interview, strong
communication skills will help you sell more, get more done, and land your dream job.

Essential of effective communication

Communication is always successful if parties involved are able to exchange all the details on
information as intended by both of them. This means both parties must be able to agree in the
process of communicating. For this to happen, the following essentials are critical in ensuring
that the process of communication is effective:

a. The message sender must clarify in their mind what they want to communicate and make
a plan to achieve the intended result. This to the kind of information to be communicated.
b. Effective communication requires good preparation by the sender to send the message
and by receiver to receive the message. This will help to avoid anything that is likely to
affect the process of communication or failure.
c. The planning of communication should involve all the concerning parties. They should
be consulted in order to ensure that the process is well planned.
d. It is important to consider the needs of the receiver of the message and any
communication will only be successful if the needs of the receiver are well met.
e. In communication, the tone and the choice of language is important and must be
compatible with the message being communicated.
f. There should be a two way communication process. The receiver should not only send
the feedback but also send a request of clarification or ask questions.
g. Effective communication is not only the responsibility of the sender but also of the
receiver. This helps to make the communication process successful.
h. Before providing information, both the sender and the receiver must confirm the
 accuracy, completeness of the information that needs to be communicated.
i. Good communicators should be brief in the message communicated and they should also
allow simplicity as to how the messages can be communicated.

Principles of communication

This is the guidelines or the rules that guide the process of communication in order to ensure it is
successful. Both the sender and the receiver must be guided communication is successful:

a. Clarity- the sender must be very clear in his mind regarding the information or the
message to be communicated; this is meant to ensure you can effectively communicate
the intended message to receiver.
b. Completeness- before the process of communication start the sender must ensure all the
information or the message to be communicated is complete. He must ensure all the
needed details present for them to be communicated.

c. Conciseness- a good communicator should be able to express communication effectively

in order to capture the attention of the receiver. This being brief in expression and
avoiding unnecessary details that is likely to confuse the receiver.
d. Consideration- a good communicator must be considerate to his listeners. This can be
achieved through adopting a positive mind/ attitude when communicating. This will
create an environment where the audience can effectively understand the information
being communicated.
e. Courtesy- this is a key principle as it greatly contributes towards the success or failure of
the communication process. Under this principle the following should be noted:
 Answer promptly when requested to do so
 When answering only provide the information that is requested
 Avoid irritating expression (avoid some words that are irritating or which
are likely to be negative to the receiver)
 Apologize sincerely for any mistake and appreciate
f. Correctness- this principle holds that:
 Give correct facts during the process of communication. This will help in
 creating a good understanding.
 Provide the information at the correct time when it is needed.
 When sending the message uses the correct format, style to the receiver.

COMMUNICATION PROCESS

Communication is a process of transmitting information from one point to another. Usually from
a sender to a receiver. Communication is regarded as a process because it has certain stages
through which information is transmitted. Such stages have an origin which act as the source for
transmitting information which then passes through various stages it reaches its destination. Such
stages include the following:
 I II III
Sender encodes the Message travels
Sender has an
idea idea over the
channel

I
V
Additional Receiver
decodes
information to the message
the receiver

Receiver gives
back the
feedback

KEY

Process of communication

Additional information to make the process successful

The stages are explained below

1. Sender has an idea. This is the first step in communication process. A sender must have
an idea about the information that is to be communicated so that he can be able to prepare
it in such a way that it can be communicated. Different situation, experience forms
different ideas that are to be communicated.
2. Sender encodes the idea into message. Encoding is the process of converting ideas into
words or information which can be communicated. For the idea to be communicated it
must be encoded. Encoding involves use of words, diagrams, figures, symbols to convey
a message. When encoding the sender should fully understand the receiver so that when
encoding the message can be understood by the receiver.
3. Message travels over channels. The means through which information travels through
the communication process is called a channel/ medium. The sender must choose a
channel that can easily transmit the message to the receiver. The travel can be natural
when involving word of mouth or artificial when it uses other mechanical devices such as
 computers, letters, etc. communication cannot take place without a communication
channel and hence is one of the major element for communication.
4. Receiver decodes the message. Decoding is the process of read the information in-order
to derive the intended meaning its done by the receiver. The receiver decodes the
message in order to arrive at the intended meaning from the sender. When decoding,
avoid anything that is likely to disrupt the decoding process. It is always complete when
the receiver provides feedback.
5. Feedback travels to the sender. Feedback is the response that the receiver provides to
the sender indicating the meaning he obtained from the message delivered. Through the
feedback the sender is able to know whether the message was received and understood by
the sender. It also helps to determine whether the communication process is successful or
not. And if successful it is complete. If the feedback reflects that the message was
understood the process of communication can be regarded as successful and complete.
If it indicates that it was not understood the sender must provide additional information
that will help the receiver to understand the message and make the process of
communication complete and successful.
When providing additional information, the sender should be guided by the level of
understanding by the receiver.
This helps to ensure only the information that can help improve the understanding to the
receiver is provided.

Communication barriers

The process of communication is only successful when the receiver understands the message as
intended by the sender; however the process of communication may result to a failure. This is
because during the process there might be obstacles that are likely to make the process of
communication a failure. Such obstacles are known as communication barriers. The
communication barriers include:

1. Physical barriers. These are barriers within the environment and its surrounding that make
it difficult for people to communicate resulting to a communication failure. Such barriers
include the following;
 i. Noise. An environment in which it is difficult for people to communicate will always
make the process of communication a failure. This is because it makes it difficult for
people to hear and concentrate on what is being said.
ii. Time and distance barriers. The time when a person is to communicate must be
considered. Such situation when people are tired, hungry will make the process a
failure. The distance also could be a problem especially when people are far apart such
that when they try to communicate on a face to face basis it will always result in to a
failure.
iii. Environmental stress- this concerns the environmental situation that impact negatively
toward the communication process. Such situation includes; high temperature, poor
ventilation, high humidity, vibration, rainy places, etc.
iv. Ignorance of media- this concerns using the wrong media to pass information within
different environment. When communicating to a large group of people in an open air
field through word of mouth will always be a failure. Also using loud speakers to
communicate to a small group of people inside a building will always result to a failure.
2. Sematic barriers. Sematic means meaning of language used. Language to be used during the
process of communication can be a barrier resulting to a failure. Language can be a barrier in
the process of communication through the following ways:
i. Interpretation of words. Wrong interpretation of both written and spoken words will
always result to communication barrier. This is because such interpretation will give
wrong meaning of understanding the message.
ii. By passing problem. This means sending information with different meaning to the
receiver. This means sending information in such a way the receiver is likely to
interpret differently thus resulting to communication barrier. For example, sending
information without instructions
iii. Poor language skills. This means using language where you have little or no
knowledge about such language. Such poor skills will make it difficult for the sender to
communicate successfully the intended message to the receiver resulting to a
communication failure.
iv. Poor listening skills. Lack of attention during the process of communication
irrespective of the language used will always result to a communication failure.
3. Psychological barriers. These are barriers within your mind that affect the process
of communication. This means there are situations within our mind and in which
influence the understanding of message resulting to its failure. Such situations
include the following:
i. Negative attitude or opinion. Any negative attitude or opinion about any
party or media in the process of communication will always result to a
failure in the communication process.
ii. Negative emotion. This is the state of mind that dictates how a person
responds or reacts to a given situation. Such situation includes; fear, success,
failure, worry, etc. When they are present they may influence the process
negatively.
iii. Resistance to change. This is the risk of being changed. It affects the
process of communication since parties to the communication process will
assume a state of mind that will resist any information or message provided
resulting to failure of the communication of the communication process.
4. Mechanical barriers. These are barriers that result out of the channels used for the
purpose of communication. The media used can be a barrier resulting to a failure
in communication process. Such barriers include;
i. Choosing the wrong channel to communicate or transmit information.
ii. Fault devices that make it difficult for people to get the message.
iii. Illegal words that will result to negative perception or understanding of the
message.
iv. Difficulties in reception. This involves making it difficult for the receiver to
receive the information through the channel chosen.
v. Absence of communication devices and facilities which make it difficult to
receive or transmit the required message.
5. Geographical barriers. Different regions have different methods of
communication. Lack of knowhow as to how different geographical areas
communicate will always be a barrier resulting to a failure in the communication
process.
6. Lack of infrastructure. The necessary infrastructure may not be available in a
given locality. For instance, most rural areas in Kenya are not served well with
communication network. This makes communication very slow or even non-
existence resulting to a communication error.

Overcoming communication barriers

The first step in overcoming communication barrier is to identify all the barriers that
are likely to affect the process of communication making it a failure. After identifying
the barriers the following are the various ways through which such barriers can be
overcome:

1. Realizing that communication process is imperfect. This involves a good communicator

being able at any given time. Realize that the process of communication is having some
barriers resulting to failure. This calls for identifying specific areas where the problem or
the barriers are likely to be.
2. Adapt your message to the receiver. This involves the sender understanding the receiver
of her message. This will help in ensuring that the message is prepared in such a way that
the receiver can successfully decode the message.
3. Choosing a good channel of communication. Equipment and mechanical devices that are
to be used to transmit the message should be selected carefully in order for them to
transmit the message successfully. This means the channel chosen must go on well with
the message to be communicated.
4. Ensuring good climate of communication. Before starting the process of communication,
good communicator must ensure that there is a conducive environment through which
communication can be communicated. This is because the environment in which
communication takes place is important role in ensuring communication process is
successful.
5. Good planning of the message before communicating. Before communication process
start, the sender must be well prepared with all the information that is to be communicated.
He must ensure that the information is complete, clear, accurate and relevant for the
communication process.
 6. Improve on your language and listening skills. These are key factors in making the
process of communication successful. Good communicator must have adequate knowledge
and understanding of any language to be used during the process of communication. They
must also pay attention during the process of communication.
7. Improve on your perception. During the process of communication, good communicators
must have a state of mind that will allow the process of communication to be successful.
They should avoid anything that is likely to disrupt during the process of communication.

1. VERTICAL COMMUNICATION

It refers to communication flow up ad down the organizational structure. It takes place between
people of different authority in an organisation.
Vertical communication is probably the most frequent form of communication. It follows a
hierarchy and is the principal or official channel of communication.
It follows a chain of command situation e.g “reporting to : situation as reflected in the company’s
organisational chart.
Vertical communication flows in two directions : upward and downward flow.

(a) Downward Flow

This describes the flow of information from the top decision makers to the people at the
bottom who at one time or another have to take actions.
It consists of strategies, policies, instructions, directives , rules and regulations are passed
to the lower level for action and implementation.
Usually, the information passed this way is highly regarded and is seen to offer the
organisation a general view of performance.
Messages can be disseminated through formal meetings, interviews, memorandums,
circulars, letters, notices, reports, policy, suggestion boxes etc.

Advantages
 It helps to explain to subordinates organisation plans, policies, programs and procedure,
work methodology etc. all which are necessary performing the job.
 It helps to convey to subordinates the expectations of management from them.
 Acts as a mean to control the activities of the subordinates with active feedback.
 I t provides motivation to the subordinates.
 It increases efficiently by improving organizational procedures thus ensuring everyone is
workingtowards the success of the organization.
 It gives response to sub-ordinate about their performance and indicates areas
it needs improvement.
 Information can be used to create understanding specifically for a given period.
 It can be used to correct mistakes sub-ordinate names when carrying out their functions.
 It can be used to provide timely information to the sub-ordinate and middle
level manages within the organization.
 It can easily be used to hold people responsible in case of any communication
breakdown.
CHALLENGES
1. Distortion – sometimes the message may be distorted during transmission from one level
to another.
2. Delays – in case a particular authority is absent, delays in transmission of message may
occur.
3. Dissatisfaction – sometimes workload may be unevenly distributed which leads to some
staff being overloaded or under loaded causing dissatisfaction among the staff.
4. Lack of confidentiality – information passing down the line may be seen by too many
people thus lacks confidentiality.
5. Build-in-resistance – sometimes the offices at the top may become dictatorial and putting
fear in the lower cadre of staff. Sooner or later, the organization may suffer from poor
morale- workers losing confidence and enthusiasm at work, low productivity , potentially
explosive frustrations and reactions in employees e.g. strikes, resignations , go slows etc.
6. Under-communication and over communication – too much or too little about a job. They
may communicate the decision but withhold relevant details. Incomplete instructions may
be communicated.
Essential of effective downward communication
For downward communication to be effective the following should be noted:
1. The top management must be well informed about the objectives, activities or
achievement of the organization .This will guarantee effective passage of the
information.
2. There should be no over concentration of authority at the highest level .This
will eliminate the delays and facilitate faster transmission of the messages.
3. Managers must work according to the communication plan especially when making
decision.
4. The information must be passed on to the correct person along the process of
communication
.This helps to ensure people can be held responsible for the information
transmitted to be received.

B. Upward Flow

This describes the routing of information form the people at the bottom to those at the
top. It involves the routing of ideas, suggestions, grievances and criticism. Those at the
top gather and consolidate the information who respond to problems and opportunities as
they monitor progress. The reports from te bottom help the decision makers to make
 intelligent decision regarding what goes on in the organisation.

METHODS OF UPWARDS COMMUNICATION

1. Open door policy – the manger makes employees feel the doors are (i) open to them and
(ii) they can walk in and talk to them.
2. Complaints and suggestion boxes – these are installed at convenient places in the
offices. Employees are encouraged to use them and feedback is provided.
3. Social gatherings – these are frequently arranged in different departments. They offer an
informal atmosphere in which employees shed their inhabitations and fee free to talk e.g
sports day or dinner.
4. Direct correspondence – managers write directly to employees or vise versa.
5. Reports – employees may be requested to submit reports an=bout work progress.
6. Counseling – workers are encouraged to seek counsel from superiors on personal
problems e.g. lack of promotion.

BENEFITS
(i) Provide feedback to the superiors. Helps introduce new schemes without too much
opposition from subordinates.
(ii) Helps promote harmony between the management and employees.
(iii) Helps address grievances.

CHALLENGES
I. Fear from subordinates that their criticism may be interpreted as a sign of personal
weakness.
II. By-passed superiors may feel insulted which lead to difference between
relationships of superiors and employees.
III. Messages have a high likelihood of being distorted.
IV. Superiority problem employees often feels if they communicate their problem to
their superiors it may adversely affect them thus they are reluctant to provide any
information to the superiors .This is mostly due to the fear that exist between the
subordinate and the superiors.
V. Distortion problem .Upward communication is more prone to distortion than
downward communication .This is because information passes through many
levels,and each level cannot pass any negative information about it .Thus
distortion of information.
VI. Back fighting .In the process of upward information employees become too bold and
ignore their immediate supervisors and directly approach top management .This is
likely to affect the bypass person resulting to back fighting in them and this
discourages upward communication.
VII. Lack of environment by the top management to allow upward communication
.Sometimes the top management may lack the will to accept information from the
subordinate or accept it but failure to work on it thereby affecting or creating lack
 of will by the employees to communicate directly to the seniors.
VIII. Failure of the employees to start the process of communication. The process of
upward communication must always start with the subordinates .However many fail
to initiate this process because they fill it is likely to affect them negatively.

Essentials of effective upward communication

The following should be considered in order to ensure there is effective upward
Communication within an organization.
1. Management should adopt or create an environment through which
subordinate can freely communicate with them.
2. All upward communication should be properly analyzed and immediately
acted upon .This will help to encourage subordinate to provide such
information.
3. The channels for upward communication should be kept as short as possible
.This is meant to ensure information can be transmitted faster and reduce any
distortion to such messages

HOW TO MAKE VERTICAL COMMUNICATION EFFECTIVE

1. Managers should be duly informed.

2. be clear about how much to communicate
3. Delegate responsibility to lower ranks t reduce delays in line of authority.
4. Pass information to the correct person using the correct channel.
5. Hold regular consultations.
6. Superior trying to get close to juniors.
7. Keeping communication lines short.
8. Addressing employee’s grievances on a timely basis.

2 HORIZONTAL/ LATERAL COMMUNICATION

This is communication that flows between people of the same level in an organisation e.g
HODs, Directors etc. even when they work in different sections. Their common link is
the need to share and cooperate which will help complete tasks within the organisation.
It allows them to share information about methods and problems, facilities, tasks and
even help to manage internal conflicts. The amount of horizontal communication that
occurs depends on the degree of independence between departments. If a department
operates independently, official communication takes place in form of letters. Memos,
coordinating meetings, conferences, informal meeting etc.

BENEFITS
 - This pattern is marked by frankness and ease with which each group of similar levels
interact and communicate with each other.
- Members are less inhibited by the chain-of-command situation which tends to be
experienced by employees when they communicate with seniors.
- It develops mutual trust and confidence amongst employees of the same level which
helps promote understanding between them.
- If employees at similar position communicate over a given task, it creates and
develops the feeling of understanding and coordination among various departments.

PROBLEMS
1. Sometimes it creates attitudes of rivalry and jealousy which may affect members e.g one
HOD may feel superior or that another is being favoured by the top management.
2. Inferiority and superiority complexes may occur e.g a clerk in the finance office may feel
superior to the one in the store.
3. Due to close relationship, confidential information may leak out during informal
gatherings. This is due to the close relationship that leads to freedom of expression.
4. Discrimination – some members of staff may favor each other and isolate another who is
further in respect of space e.g Hr and Marketing may isolate manufacturing.
5. Bias – personal differences like religion, family background, personality etc can lead to a
bias that shows a liking or disliking of employee.
6. Remote geographical locations like branch offices may prevent members from frequent
communication e.g sales representatives in the field.

3. DIAGONAL COMMUNICATION
This occurs between members at different levels and sections. It occurs between people
who work in different departments and different levels e.g a finance manger and ICT
technician. Very often an organisation has tasks that involve more than one department
and no obvious lines of authority e.g committees or task force created to solve problems
or complete a specific project.

BENEFITS
1. It brings people from different sections and ranks together thus improves harmony.
2. People with different skills and experiences come together , thus tasks are completed
faster.
3. There are no line of authority so people are free with each other.

PROBLEMS
1. Diagonal communication leans heavily on
- Reserves of corporations
 - Respect among the members- if these elements are absent, tasks may not be
completed.
2. Relationship are nurtured through previous proficient communication in informal setup
e.g through greetings, friendly charts around the office, concern for each others welfare
etc. if this has not been done, the meeting may be tense and rigid.
3. The employees working together have no direct authority or command link over one
another. A such, they may feel under no obligations to complete a task or take orders
from one another.
4. This communication relies on friendship, politeness, respect and kindness etc that may at
time or another compromise the overall performance in the organist ion.

4. CONSENSUS
This occurs when a number of people irrespective of their status sit down and confer with
one another t arrive at a decision acceptable to all. The format of this communication is
predetermined and cannot be altered. Consensus involves consultation e.g a CEO take
sup a problem and analysis it to understand, looks door ways of solving it, contacts the
members individually, spells out the problem, listens to their views and they arrive at a
solution.

ADVANTAGES
1. Decision are taken after consultation among various members thus they find it easy to
accept them.
2. It promotes harmony among the members in the organisation.
3. Various ways of solving a conflict are explored as members seek ways of solving the
problem, thus unnecessary and undesirable conflict are avoided.

DISADVANTAGES
1. Some members may be forced to subscribe to a view they do not believe in. Discontent
may simmer below the surface and may erupt later.
2. Sometimes it may project a false image of the management since some members may
think the managements is not able to handle the problem alone proficiently this the reason
for consultations.
3. Conspiracies can occur where staff support each other wrongly at different times thus
accommodation of interest.

5. GRAPEVINE COMMUNICATION
This is a totally unofficial communication system which is constantly changing. It occurs
when correct lines of communication are not used. It is more common in closed rather
than in open organisations. The flow of information is not shown in the organisation
chart. It is quite common in periods of change, anxiety, excitement and uncertainty.
 It is based on rumors and gossip and is a vehicle for distortion of truth.
It occurs mostly in organisations where correct lines of communication have not been
used and no open lines are available.
Information in organisation has no set lines and no definite rules.
It spreads in all direction all the time and at a very fast rate.
Grapevine spreads false, incomplete and often exaggerated information. It is more
common in horizontal than vertical communication.
It carries information that cannot be revealed in formal communication system.

Importance of grapevine communication

1. It supplements other channels of communication .Since all information cannot be
communicated through formal channels; grapevine communication ensures
such information is delivered to employees.
2. It includes organization togetherness .Employees are not interested in the
associations .They are able to interact among themselves informally thus
promoting togetherness among themselves.
3. It creates a safety value .Employees are able to get any pending changes that are
likely to affect them negatively .This prepares them for any negative consequence
thus providing a safe value for them.
4. Quick transmission .The speed within which information is transmitted is
very fast .Thus management can use grapevine to transmit agent messages very
fast to the employees and get their reaction.
5. It provides feed-back .Grapevine provides an informal avenue through which
employees respond to the information formally .This enables managers to know
how well the information was received and understand.
Disadvantages of grapevine communication
1. It does not provide accurate information as most of it contains half true
information and thus not a reliable method of passing information.
2. Distortion of information provided is highly distorted resulting to a communication
failure.
3. It provides inc ompleteinformation and this will results to communication
failure since the information communicated will lack the necessary
details needed to understand it.
4. There is lack of responsibility .Unlike other forms of communication where a
person can be held responsible for any resulting communication, grapevine
becomes difficult to hold any person responsible since there are no structures
as to how information is communicated.
5. It results to many problems within an organization since grapevine
contains inaccurate information which is always incomplete thus resulting to
many problems within organization
 How to use grapevine effectively
How grapevine is used determines the effect it will have within an organization
communication lines. The following should be noted in order to ensure grapevine
effectively supplement informal channels of communication.
1) The management should consult workers regulate in order to ensure
they have all the information needed and cannot be obtained
formally.
2) Give information in writing .This makes the communication formal and thus any
rumor or gossip can easily result through the formal communication.
3) Hold brief meeting regularly with all the parties within an organization .During
such meetings encourage questions and also respond to them as management or
as a responsible person.
4) Use proper official channels of communication .This will help to discourage the
rumors and the gossips which are half-truth and also to hold people
responsible for any information.
5) Grapevine should be used to get the feelings of the employees .This will ensure
employees can provide accurate and reliable information which can be used
to make effective decision.
6) Within an organization talk to people in groups and not individually so that
they all get at the same time the correct information.
7) The management should always inform people regularly what is going on within an
organization
.This tends to discourage grapevine.

TYPES OF COMMUNICATION

There are various types of communication in an organisation. They include

1. Formal
2. Informal
3. Internal
4. External
5. Inter-personal
6. Intra-personal

1. FORMAL COMMUNICATION
Formal communication channels are where those in authority transmit information to the
subordinates or to lower level employees. managers direct and control the activities of
lower level employees by sending messages through formal channels e.g a formal
meeting – notices, interviews – reports, memorandum – policy etc.
 Letters, circulars.

2. INFORMAL COMMUNICATION
This is communication that does not arise out of the organizational needs, but it
nevertheless an integral part of its communication system.
The junior employee may prefer to take order from an immediate assistant supervisor
rather than the senior manager who is not close to them in hierarchy. This type of
communication also occurs amongst staff at the same or different level as they go about
their work where they share jokes, politics, family among other issues.

3. INTERNAL COMMUNICATION
This refers to the exchange of information or massage between persons and departments
of the same organization e.g the employees and employers, the company and
shareholders.

BENEFITS
1. Better understanding
2. Greater efficiency.
3. Effective coordination
4. Avoid losses.

4. EXTERNAL COMMUNICATION
This refers to exchange of information or message between a particular organisation or
office with outside persons or organization.
It includes communication with customers and suppliers, government department and
service institutions.

BENEFITS
1. Good reputation.
2. Improvement of public relations.
3. Better business prospects.
4. Choice of customers.
5. Ability to deal with government departments

5. INTERPERSONAL COMMUNICATION
This is direct face-to-face communication between persons. It is a dialogue or
conversation without the intervention of another person or a machine like a telephone.

BENEFITS
1. Direct and intimate
2. Allows maximum interaction and exchange in words and non-verbal signals.
3. It is personal.
4. The highest and most preferred mode of communication.
 5. It is enhanced by on-verbal signals.
6. It allows for focused interaction.

6. INTRAPERSONAL COMMUNICATION

This is an individual reflection, contemplation ad meditation. It helps the person to assess

himself so as to find ways of improving his communication ability.

FORMS OF COMMUNICATION
1. Written communication
2. Verbal communication
3. Audio-visual communication
4. Non-verbal communication
5. Traditional forms of communication

1. WRITTEN COMMUNICATION
This form of communication can be used to disseminate information both internally and
externally.
It takes place through letters, notices, circulars, memos, e-mail, telegrams, questionnaires,
advertisement etc.

Advantages
1. It is better for facts and opinions.
2. Better for difficult, complicated and detailed messages e.g diagrams and figures
e.g bank statements.
3. Can be retrieved later when needed.
4. Useful for reference purpose especially in the future when details are disputed or
forgotten e.g appointment letters, minutes of a meeting .
5. Can be read when recipient has time
6. Can be carefully planned and considered before transmission.
7. Errors can be remove before transmission.
8. Useful when distance is a factor because it can be used to disseminate information
to many dispersed receivers at a go e.g newspapers, e-mails and advertisements.
9. It forms a basis for contracts and agreements e.g contract letters, title deeds, etc.
10. The text arrives in the original form without being distorted.

Disadvantages
1. Consumes time to produce and execute.
2. It can be expensive e.g printing.
3. Instant feedback may not be possible or may be non-existence e.g letters,
brochures etc.
4. Its formal and distant thus lacks warmth and individuality.
 5. It can cause problems of interpretation due to different personal realities like
illiteracy, language problems, prejudice etc.
6. Once dispatched the message cannot be modified.
7. Quick access may not be possible since the retrieval system may be complex e.g
microfilm, email etc.
8. It lacks confidentiality since it can be read by unauthorized persons.
9. Reinforcement by non-verbal signals is absent.
10. Libel ( written defamation) maybe seen by a greater length of time thus arises
heavier penalties than slander (oral defamation)

ORAL COMMUNICATION

Oral communication is the exchange of ideas and information through the spoken word.
It is the most common form of communication in organization’s through the working
day. It takes place through various meetings, telephone conversation, conferences,
workshops, seminars, face-to-face interaction e.g dealing with clients, instructing staff etc

ADVANTAGES

1. Better for emotions and feelings

2. Saves time especially I an emergency.
3. It is generally economic e.g face-to-face interactions.
4. It allows for more physical proximity thus provides greater interaction.
5. It helps clear doubts since explanations and corrections cannot be made.
6. It is more persuasive ad therefore easier to convince others.
7. It is enhanced by non-verbal signals like gestures, facial expressions, tonal
variations etc.
8. It allows for the contribution of all participants.
9. It is extremely useful while communicating with a large audience e.g during an
AGM.
10. It helps a speaker to modify the message immediately.
11. It provides instant feedback.

DISADVANTAGES
1. It is not convenient when distance is factor.
2. It is not suitable for lengthy, complex ad detailed messages since some details can
be forgotten.
3. There is no evidence or proof of the message especially in cases of disputes.
4. It is not suitable when future reference is required.
5. Oral message may not be retained for long.
 6. It may be difficult to control a large audience.
7. The quality of decision making may be inferior since there is no written evidence
of what was said.
8. Figures and diagrams are hard to describe orally.
9. Oral messages do not have any legal validity unless they are taped.
10. There are weak links in communication because distortion can occur e.g if the
message is passed along the grapevine.

3. NON-VERBAL COMMUNICATION
It is a combination of two forms of communication.

(a) Visual communication – this is the communication where a message is conveyed

through what can be seen. It appeals to the sense of sight.
(b) Audio-visual communication – this is where messages are conveyed through sound
e.g use of radio, music, tapes etc.

4. AUDIO-VISUAL COMMUNICATION
This is where messages are conveyed through sound and pictures in combination e.g tv,
film, video etc.

ADVANTAGES
1) They reinforce oral communication i.e they provide additional visual stimulations.
2) They simplify the written or spoken word.
3) They qualify the message i.e ideas can be provided in numbers or figure form e.g
tables, graphs etc.
4) They provide stimulation of senses.
5) They provide a visual record e.g a video or film.
6) They illustrate techniques and procedures.
7) Suitable for mass publicity e.g advertising.
DISADVANTAGES
1) If not reinforced the written or spoken word, they may not be understood unless
additional skills of comprehension and interpretations are used e.g newspaper
cartoon.
2) They can be costly/expensive to produce e.g video, movies etc.
3) They can be costly to disseminate and distribute.
4) Storage maybe expensive e.g hard discs.
5) They may not allow time for evaluation e.g a TV presentation.

5. NON-VERBAL COMMUNICATION
 This is closely associated with the power of observation. It takes place through various
body signs e.g, gestures, facial expression, body appearance, eye motion etc.

ADVANTAGES

1) Provides immediate feedback to the sender.

2) Reinforce the spoken or written word.
3) Makes it easier to understand the sender.
4) Substitutes the spoken or written words.
5) Helps the sender to recognize potential communication problems.
6) Regulates the flow of discussions.
7) Helps understand those with specific problems e.g hearing impaired.
8) Simplifies written or spoken communication.
9) Quantifies ideas e.g height, size distance etc.

DISADVANTAGES
1) May be difficult to interpret without reinforcing the written or spoken word.
2) Meanings of signs vary from culture to culture so the message may not be
understood.
3) It may cause interruption in the sudden movement or gesture.
4) It is not suitable for a large audience.
5) Not appropriate when distance is a factor.
6) The receiver may be inattentive so the message gets lost.

TRADITIONAL FORMS OF COMMUNICATION

In the past, before formal education, people used various methods to pass information.
The traditional life had a very rich way of communication such as
1. Fire/smoke – fire would be lit in different places to pass message of distress,
disaster or misfortune e.g a fire would be lit on a hilltop or at the beach to alert
people of danger or misfortune.
2. Messengers – when messages were more personal, messengers were sent. The
messengers sent were fast, strong and reliable persons who could ne trusted with
information. Such messengers would either run, walk, ride on animals like
donkeys or use sea vessels like boats. People would also pass information when
they met at places like markets, hospitals, wedding or in church.
3. Gestures/body signs and expressions – these were used to pass messages such as
direction, movements speed, height etc. These were especially useful when people
did not share a common language or had speech handicaps.
4. Vocal communications – emotional sounds would help people guess a situation
e.g-
 a. Ululations – these would signal or express joy e.g at the birth of a baby, successful
circumcision, a wedding etc
(a) Whistling – these would be used to attract peoples attention e.g call
people to a meeting, surprise or attraction.
(b) Screaming – this would signal distress or danger, thus be a sign seeking
help or warning others of danger.
5. Pictures/pictographs – drawings and paintings of images e.g on trees or caves
could pass messages of people passing through such places. They could be used to
give directions or a peoples culture. Marking like leaves, dropping seeds or
flowers on path could give directions.
6. Arrow marks – these were used to show direction e.g a Maasai man would plant
his spear outside a woman’s house to deter other men from getting inside when he
was intimately engaged with the woman.
7. Counting strings, beads or sticks – these were used for counting thinking or
recording events or sending a message e.g counting seasons or animals or
explaining a persons status e.g married, leadership etc.
8. Drums/Blowing of horns – drums would be beaten and horns blown to pass
various messages e.g death of a person, success or failure in war, celebrating a
life e.g birth of a child or wedding.