TVET – CDACC

COMPETENCY BASED EDUCATION

AND TRAINING

UNIT: COMMUNICATION SKILLS

 UNIT DESCRIPTION

• This unit covers the competencies required to

demonstrate communication skills. It involves
meeting communication needs of clients and
colleagues, contributing to the development of
communication strategies, conducting workplace
interviews, facilitating group discussions and
representing the organisation.

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 DEFINITION OF TERMS
• 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

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 THE COMMUNICATION
PROCESS/CYCLE

Communication process consists of some

interrelated steps or parts through which messages
are sent from sender to receive. It is the sharing of
meaningful information between two or more
people with the goal of the receiver understanding
the sender's intended message.

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• 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:

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 ELEMENTS/COMPONENTS OF
THE COMMUNICATION PROCESS
• 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.

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• 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.

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• 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.

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STAGES IN THE COMMUNICATION
PROCESS

• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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IMPORTANCE OF COMMUNICATION

• Receiving of information and ideas- communication

provides a means through which people are able to get
information from each other. Such information mostly is
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.

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• 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.

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• 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.

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• 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

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• 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.

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 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.

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Effective communication 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

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• 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

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• 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.

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 ESSENTIAL OF EFFECTIVE
COMMUNICATION

• 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.
• 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.

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• 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.
• 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.

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• The planning of communication should involve all the
concerning parties. They should be consulted in order to
ensure that the process is well planned.
• 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.
• In communication, the tone and the choice of language is
important and must be compatible with the message
being communicated.

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• 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.
• Effective communication is not only the
responsibility of the sender but also of the
receiver. This helps to make the communication
process successful.

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• Before providing information, both the sender and the
receiver must confirm the accuracy, completeness of the
information that needs to be communicated.
• Good communicators should be brief in the message
communicated and they should also allow simplicity as to
how the messages can be communicated.

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 PRINCIPLES OF EFFECTIVE
COMMUNICATION

• This are 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:

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 The principles include:
• 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.
• 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.

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• 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.
• 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.

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• 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

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• 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.

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 BARRIERS TO EFFECTIVE
COMMUNICATION

• 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.

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 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:

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• 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.
• 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.

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• 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.
• 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.

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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:

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• 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.
• 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

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• 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.
• Poor listening skills. Lack of attention during the
process of communication irrespective of the
language used will always result to a communication
failure.

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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:

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• 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.
• 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.

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• 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.

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• 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:

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• Choosing the wrong channel to communicate or transmit
information.
• Fault devices that make it difficult for people to get the
message.
• Illegal words that will result to negative perception or
understanding of the message.
• Difficulties in reception. This involves making it difficult for the
receiver to receive the information through the channel chosen.
• Absence of communication devices and facilities which make it
difficult to receive or transmit the required message.

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 Overcoming communication
barriers
• 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.
• 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.

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• 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.
• 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.

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• 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.
• 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.

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 MODES OF COMMUNICATION

There are three modes of communication namely:

• Interpretive communication
Is a one-way communication without getting feedback for
active negotiation of the meaning with the producer,
speaker or the writer. The listener, viewer or the reader
interprets whatever the speaker/writer wants the receiver
to get/understand.

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• Interpersonal communication
Is a two-way communication with active negotiation of
meaning between the sender and the receiver. It is
spontaneous, involves exchange of information and
meaningful because of its two way, adjustments and
clarifications are made accordingly.
• Presentation communication
Is a one-way communication meant for audience (viewers,
listeners or readers). It does not involve exchange of
information and there is no direct opportunity for active
negotiation of meaning.

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 Differences between different modes
of communication
Interpersonal Interpretive Presentational

Two-way communication that allows One-way communication without One way communication that is
active negotiation of meaning room for negotiation of meaning. intended for an audience.
among individuals.

Spontaneous and involves There is individual interpretation of Information is presented and there is
information exchange, thus very information from the sender by the no exchange hence no negotiation for
meaningful. receiver. meaning.

Participants may monitor and Interpretations differ depending on The presenter of the message gives
observe one another for common the receiver’s understanding. direction.
meaning.

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 Means of communication
These are the ways through which people communicate
and exchange information with each other. They include:
• Verbal/oral
• Non-verbal
• Written
• Visual
• Audio-Visual
• Audio

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 Verbal Communication

• Verbal communication is one of the methods to exchange

information or messages or ideas using spoken words
between people. Usually verbal communication happens
between one to one or one to many persons.
• It involves language, voice tone, intonation and non-
verbal cues to convey meaning and to engage in
conversation. The verbal communication is widely used as
it allows immediate feedback and clarification.

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• Formal verbal communication is used in
professional or official settings where exchange
of information is very useful, structured and
follows established standard guidelines.
• Informal verbal communication is used in casual,
social and personal contexts.

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 Types of Verbal Communication

• Face to face conversation: Two or more individuals

engage in direct conversation. It offers ability to clarify
any misunderstandings in real time.
• Telephone communication: Communication takes
place using telephones or mobile phones (now-a-days). It
enables individuals to speak and listen to each other
without being physically present.

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• • Video conferencing: It allows people located in
different parts of the globe to see and hear each other in
real time. It facilitates remote meetings, interviews and
collaborations. Mobile and desktop applications such as
Google Meet, GoTo Meeting, WhatsApp Messenger,
Skype are very popular among people.
• Public speaking: It involves delivering message or
presentation to larger audience.

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• • Formal presentations: It involves visual aids such as
slides or charts to spoken spoken message. It enhances
audience understanding. It is a structured form of verbal
communication where speaker delivers information to an
audience.
• Job interviews: In this type, candidates are assessed
based on their ability to answer questions.
• Group discussions: Multiple individuals are engaged in
conversation to exchange ideas, share perspectives and
reach decisions collectively.
• The other types are debates, coaching and mentoring,
interpersonal Communication etc.

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Advantages Of Verbal Communication

• It saves time in communication.

• It is quick in obtaining feedback once delivered.
• It provides complete understanding of communication
delivered and there is chance to make it more clear in case of
doubts in interpretation of words or ideas.
• It is more reliable method of communication.
• It is flexible and effective for all.
• It is powerful means of persuasion and control.
• It is cheaper way of communication and hence saves money.

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 Disadvantages Of Verbal
Communication

• Emotions are visible and hence leads to trouble in certain

cases.
• It has no legal validity and hence will lead to problems in
certain situations.
• It does not provide permanent record unless it is recorded
with modern means of storage.
• It has issues when communicating with distant people.

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• It is difficult for certain people to understand speech due
to various speech tones used in verbal communication.
• This form of communication is not suitable for lengthy
message.
• There is chance of leak of secret information with the
help of modern devices such as polygraph or lie detector.
Often secret information can be obtained while the
person is under the influence of alcohol

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 Non Verbal Communication

• Nonverbal communication refers to exchange of

information without the use of spoken words. It
involves facial expressions, gestures, body
language, posture, eye contact, sign languages
and other nonverbal cues.

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 EXAMPLES OF NON VERBAL
COMMUNICATION

• Gestures
• Physical appearance
• Facial expressions
• Hand movements
• Leg movements
• Sitting posture
• Touch
• Dance

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 Advantages Of Non Verbal
Communication
• This type of communication helps to clarify and reinforce
spoken message. This makes it easier for receiver to
understand the intended meaning. For example, "smile
face" convey friendliness and warmth where as "frown
face" convey disappointment.
• It is effective in expressing emotions and attitudes.
• It plays crucial role to build rapport and trust between
people. For example, eye contact and nodding indicate
sign of attentiveness and interest during conversation.

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• It is one of the means which helps listeners to provide
feedback to the speaker during conversation.
• It transcends language barriers and hence can facilitate
effective communication in multicultural and diverse
settings. This enhances cross cultural communication.

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 Disadvantages Of Non Verbal
Communication
• Different individuals may interpret the same nonverbal
cue differently which leads to misunderstanding in
communication. Hence there is a potential for
misinterpretation and ambiguity.
• They may not provide specific details or convey complex
tasks with the same level of accuracy as verbal
communication. It often lacks the precision and clarity
which can be achieved through verbal communication.

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• It has limitations in expressing certain thoughts, concepts
or abstract ideas using nonverbal cues. The verbal
communication allows use of words which has power to
convey nuanced meanings, intellectual concepts and
complex thoughts.
• The nonverbal cues have different meanings and
interpretations in different cultural contexts. This can
lead to misunderstandings or conflicts.
• Unlike recorded verbal communication or written
communication it generally lacks a tangible record which
can be reviewed or referred to later stage.

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 Visual Communication

• Visual communication refers to transmission of ideas,

information and messages through visual elements such
as graphics, images, colors, typography and other visual
cues. It involves use of visual aids to convey meaning and
engage the audience.
• The commonly used visual communication forms include
public signs, visual symbols, charts, tables, graphs, maps,
icons, emoticons, infographics, videos etc.

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 Forms Of Visual Communication

• Photographs: Captured images using camera which

communicate message, evoke emotions or provide visual
evidence.
• Illustrations: Hand drawn or digitally created visual
representations used to convey ideas, stories or concepts.
• Charts, Graphs, Tables: They are used to present
numerical data and patterns. Examples : Bar graphs, Pie
charts etc.

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• Infographics: Visual representations which
combine text, illustrations, icons and data to
convey information, processes or statistics.
• Diagrams: They explain relationships, processes
or structures through labeled illustrations or
symbols.
• Maps: They represent geographical areas with
locations and routes.
• Typography: The use of fonts, styles and layouts
to visually convey messages or evoke certain
emotions.

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• Motion graphics: Moving visual contents
combine elements like animation, video clip, text
and audio.
• Advertising and marketing materials:
Brochures, advertisements, posters, banners and
other promotional materials are used to attract
attention and persuade audience.

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 Advantages of Visual Communication
• It brings immediate attention to the viewers and provide
backing to information shared during demonstration.
• It clarifies meaning to our oral or written discussion by
visual means.
• Visual information immediately registers in the brain of
human being.
• It allows gain and regain of attention of the audience.
• It adds variety to written or oral presentation as listening
to same voice or reading long pages of text can be very
boring.

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 Disadvantages of Visual
Communication
• All the topics can not be presented through visual
communication. For example, plan, policy, rules of an
organization can not be produced in visual form.
• Complete and detailed information can not be displayed
through this communication method. It displays very
brief information.
• It is difficult to understand by some people who do not
possess specialized knowledge on the subject.

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 Written Communication

• The communication method in which exchange

of ideas, information or messages are
communicated through written words. It involves
various formats such as letters, memos, articles,
reports, emails, blogs and more.

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 Advantages of Written Communication

• This form of communication provides written records and

evidence of dispatch and receipt.
• It offers clarity and precision and reduces chances of
misinterpretation.
• Written communication messages can be preserved as
record for future references. This is very useful in mutual
contracts and agreements, official records and evidence.
• This communication type is capable of relaying complex
ideas.

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• It provides analysis evaluation and summary
report.
• It helps in distributing information to people
located in different parts of the world.
• It helps in confirmation, interpretation and
clarification of oral communication type.

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 Disadvantages of Written
Communication
• This communication method does not provide instant
feedback and will take time to respond.
• Once it is dispatched or out of the hands of the sender, it
is difficult to modify or stop.
• It does not allow immediate exchange of opinions, views
or attributes.
• Written messages can be vulnerable to misplacement,
damage or loss.
• Composing well written messages are time consuming
particularly for complex and formal communications.

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• It lacks non-verbal cues such as tone of voice, body
language and facial expressions.
• Written messages can be ambiguous or open to
interpretation which may result in different
understandings or different actions can be taken based
on same message.
• Written communication can be used by fraudulent
individuals to deceive and cheat others. Few such
activities include creating or establishing fake identities,
Phishings and scams, false promises or offers, fake
invoices or payment requests, misleading contracts or
agreements etc.

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• To prepare graphs, pictures, charts, cartoons,
sketch require specific tools and techniques.
Hence it is costly.
• Sometimes information in this form may be
wrong in the order. This leads to
misinterpretation and consecutively ineffective
outputs.

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 Purpose of Visual Communication

• Visuals have the ability to convey information

quickly and efficiently.
• Visual communication can transcend language
barriers which allows communication across
different cultures and languages.
• Visuals have a powerful impact on engagement
and memory. They capture attention, evoke
emotions and leave a lasting impressions on the
viewers.

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• The rise of social media and digital plaforms have
increased the demand of visually appealing
marketing contents.
• Visual communication is useful in simplifying
complex information. This facilitates effective
communication and comprehension in various
fields such as education, science and technical
domains.

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 ESTABLISH AND MAINTAIN
COMMUNICATION PATHWAYS

• Communication pathways refer to the guidelines

used to ensure a common understanding of the
expectations for communication.
• Pathways of communication are established to
meet requirement of organization and
workforce.

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• Communication pathways involve ways of better
engagement with colleagues and clients in an
organization.
• Through communication pathways, a more inclusive
and diverse workplace is realized.
• It is therefore important to establish internal
communication arrangements on communication
channels like messages, telephone calls and
meetings among others.
• Such arrangements create structured connections
between the organizations and the employees.

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 Importance of Establishing
Communication Pathways
• To improve the effectiveness of the organization.
• To keep everyone informed of what is happening in the
organization.
• To allow quick and efficient response to changes and
emergencies.
• To create an openness in the organization.
• To promote collegiality thus making the organization a good
workplace.
• To create a sense of ownership of the organization.
• To create equity and fairness within the organization.
• To show respect for every individual in the organization.

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 Types of Communication Pathways

There are two types of communication pathways in an

organization, namely;
 Formal
 Informal

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 Formal Communication Pathway

• Communication takes place through the

channels of message that are officially
designated between positions in organizations.

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 Types of Formal Communication
Pathways
• Downward communication (vertical
communication)
• Upward communication. (vertical
communication)
• Horizontal communication (lateral
communication)
• Diagonal communication
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 Downward Communication

• Downward communication refers to where

information flows from upper level of
organization to the lower level e.g. managers to
subordinates.

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 Objectives Of Downward Communication
• Downward communication can be used;
• To give specific rules and regulation regarding different
tasks to the sub-ordinate.
• Explain policies and organizational procedures within an
organization.
• To bring understanding and a sense of togetherness
within an organization.
• To motivate or appreciate the sub-ordinate.
• To clarify set goals within an organization so that sub-
ordinate can effectively understand them and thus they
can easily help to achieve them.

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 Advantages /Benefit Of Downward
Communication

• It increases efficiently by improving organizational

procedures thus ensuring everyone is working towards
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.

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• 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.

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 Disadvantages on Problems of
Downward Communication
• It may result to under communication or over
communication .Where over communication process
reliance on the process such that if it fails there will be no
communication .Under- reliance means failing to trust
the process to deliver the message to its destination.
• Delays of communicating downwards are very slow
resulting to delays in transmission of the message.
• Loss of information .Unless the communication is written
down, it is likely to be lost along the way resulting to a
communication failure.

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• Distortion of information .Since the information passes
through various levels its likely to be distorted thus
resulting to communication failure.
• It may result to building resistance .Since downward
communication is a one way process ,sub- ordinate may
fill discouraged by the information being given.
• Lack of feedback since there is no direct participation of
the sub-ordinate during the process of communication
,there is no avenues to respond to the information given
making the process difficult.

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 Essential of Effective Downward
Communication
• The top management must be well informed
about the objectives, activities or
achievement of the organization .This will
guarantee effective passage of the
information.
• There should be no over concentration of
authority at the highest level .This will
eliminate the delays and facilitate faster
transmission of the messages.

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• Managers must work according to the
communication plan especially when making
decision.
• 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.

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 Methods of Downward Communication

• Memos
• Circulars
• Letters
• Meetings
• Manuals
• Handbooks

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 Upward Communication

• Upward communication refers to where

communication flows from the lower levels to the
higher levels in an organization i.e. initiated by
the junior staff to the senior staff in an
organization.

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Objectives of Upward Communication

• To provide feedback to the top management about

the information communicated to them.
• To provide an outlet for sub-ordinate to give out
emotions.
• It can be used to provide constructive suggestion to
the management and which should guide
management when making decision.

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• It can be used to introduce changes within an
organization where employees can be able to
provide information about any changes they
are likely to get to the top management.

• It can be used to provide information and

progress of work being done .This means
through upward communication sub-ordinate
are able to provide progress of any work
performed.

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• It can be used to create togetherness within an
organization .Upward communication creates an
atmosphere within an organization of great
harmony between the management and the sub-
ordinate .This helps to have a conducive
environment within an organization.

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 Disadvantages of Upward
Communication

• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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 Essentials of Effective Upward
Communication
• Management should adopt or create an environment
through which subordinate can freely communicate with
them.
• All upward communication should be properly analyzed
and immediately acted upon .This will help to encourage
subordinate to provide such information.
• 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

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 Methods of Upward Communication

• Open door policy –This is the policy where employee are

given a feeling that top management is open to them
whenever they want to communicate any information
.This is meant to ensure that at any time employees can
communicate their problems to the top management
without necessarily following the official lines of
communication.

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• Complain and Suggestion boxes within an organization
and at convenient places-There should be complain and
suggestion boxes where the employees can easily provide
any information .The management should always access
such information and act on it.

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• Social gatherings – Within an organization there
should be social gathering which should be
frequently arranged within an organization
where management can easily be interrupted
with the subordinate .This provides an informal
atmosphere in which the employees can interact
free with the top management.

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• Direct correspondence-This involves
encouraging employees to communicate directly
with the top management. With advanced in
modern technology organization as made it
easier for subordinate to directly interact with
the top management in providing credible
information.

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• Reports –Employees may be required to submit
reports about the progress of work within an
organization directly to the top management.
Through such report, top management are able
to access all the information they require from
the employees.

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 Horizontal Communication

• Horizontal communication refers to the

pathway where communication flows from one
functional area to the other at the same level in
the organization e.g from manager to manager
etc.

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 Advantages of Horizontal
Communication
• It promotes understanding and co-ordination
of activities within an organization .This is
because people can easily communicate and
interact among each other.
• It allows free flow of information .This means
information flows to all direction within an
organization and therefore everyone can be
well informed.

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• It keeps everyone well informed .Since it
allows free flow of information everyone
within an organization is well informed about
all the activities thus making everyone in an
organization more productive.

• Problems can easily be identified and easily

resolved .This helps create a conducive
environment through which everyone can
easily interact.

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• It provides effective environment for effective
operation within an organization .This means
within an organization activities can be
effectively undertaken as the information related
to them is readily available.

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 Disadvantages of Horizontal
Communication
• Some managers discourage crosswise
communication since they feel that employees
may be free to disrespect them thus creating a
problem for effective communication.
• It is likely to result to problems between
employees and their superior if it is not well
monitored.
• It is likely to results to confusion where directives
come from two different sources.

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 Methods of Horizontal
Communication

• Social gathering
• Formal and informal meetings
• Group discussions
• Face to face conversations
• Telephone conversations.

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 Diagonal Communication

• This is the flow of information between the person

working in different departments and holding different
levels of authority. For example, the salesman may
request the production manager to modify the product
design according to the requirement of the customer.

• Diagonal communication is suitable for committees,

teams and task forces.

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 Revision Questions

• Which one of the following is not part of the communication

process?
• a) Sender b) Message c) Receiver d) None of the above
• 2. Which one of the following is a verbal means of
communication?
• a) Speech b) Maps c) Signs d) Behavior
• 3. Identify among the choices given, what is not a mode of
communication
• a) Interpersonal Communication b) Intrapersonal
Communication c) Interpretive Communication d)
Presentational Communication

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• 4. The following are characteristics of effective
communication except one. Which The following are
characteristics of effective communication except one.
Which one?
• a) Coherence b) Clear c) Concise d) Shallow
• 5. Which of the following is not an approach to
communication? a) Listening b) Writing c) Clarification d)
None of the above

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• 6. What is communication?
• 7. Explain an effective communication.
• 8. Name two ways of identifying communication needs.
• 9. Name two modes of communication you know.
• 10. Name three barriers of communication.
• 11. How can you handle/address conflicts in an
organization?

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• 12. Using a diagram, illustrate the communication
process in the workplace.
• 13. There has been a conflict between two colleagues in
your workplace. Demonstrate the skills you will use to
handle this situation.
• 14. What is the difference between vertical and horizontal
communication?
• 15. Name an example of informal communication
pathway in an organization.
• 16. When can a pathway of communication be lateral?

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• 8. Mention two steps to take in maintaining
communication pathways.
• 9. Name three formal communication pathways.
• 10. What is grapevine?

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