What Is
Communication?
Communication is the process
of sharing information through
verbal and nonverbal means,
including words, messages, and
body movements. Communication
may happen between superior and
subordinate, between the manager
and the customer, between an
employee and a government
representative, and so on.
• It may be done face-to-face, or through
printed materials like newspapers and
books, or through electronic devices like
the telephone and the computer. Good
management dictates that
communication must be made for a
purpose, and because it has cost
attached to it, it must be used effectively.
FUNCTIONS OF
COMMUNICATION
Information Function. Information provided
through communication may be used in decision making
at various work levels in the organization.
Motivation Function. Communication is also
oftentimes used as a means to motivate employees to
commit themselves to the organization's objectives.
When objectives are clearly stated, direction is
provided, and achieving them becomes a matter of
course.
Control Function. When properly
communicated, reports, policies, and
plans define roles; clarify duties,
authorities and responsibilities.
When this happens, effective control
is facilitated.
Emotive Function. When feelings
are repressed in the organization,
employees are affected by anxiety,
which in turn, affects performance.
THE COMMUNICATION
PROCESS
1. Develop an Idea. The most important step in
effective communication is developing an idea. It is
important that the idea to be conveyed must be
useful or of some value.
2. Encode. The next step is to encode the idea into
words, illustrations, figures, or other symbols suitable
for transmission. The method of transmission should
be determined in advance so that the idea may be
encoded to conform to the specific requirements of
the identified method.
3. Transmit. After encoding the message is
now ready for transmission through the
use of an appropriate communication
channel.
4. Receive. The next step in the
communication process is the actual
receiving of the message by the intended
receiver. The requirement is for the
receiver to tune in to receive the
message, which may be done through
listening or by other means. The message
may be initially received by a machine or
by a person.
5. Decode. Decoding means translating
the message from the sender into a form
that will have meaning to the recipient. If
the receiver knows the language and
terminology used in the message,
successful decoding may be achieved.
6. . Accept. The next step is for the
receiver to accept or reject the message.
Sometimes, acceptance or rejection is
partial.
7. Use. The next step is for the receiver to use
the information. If the message provides
something of importance to a relevant
activity, then the receiver could store it and
retrieve it when required. If the message
requires a certain action to be made, then he
may do so, otherwise, he discards it as soon
as it is received.
8. Provide Feedback. The last step in the
communication process is for the receiver to
provide feedback to the sender.
FORMS OF
COMMUNICATION
1. Verbal Communication. These are
those communications that are
transmitted through hearing or sight.
These modes of transmission categorized
verbal communication into two classes-
oral and written.
• Oral communication is a form of
communication transmitted through speech in
personal conversation, speeches, meetings,
lectures, voice mail, telephone, and video
conferences.
• Written communication is sometimes
preferred to the oral communication because of
time and cost constraints. When a sender, for
instance, cannot personally meet or call the
receiver due to some reason, a written letter or
memorandum is prepared and sent to the
receiver. The sender of the written
communication has also the advantage of
reaching mass audiences.
2. Nonverbal Communication. These
are those that are made through facial
expressions, body movements, eye
contact, and other physical gestures
(Figure 41). Nonverbal expression
conveys many shades of meaning and it
is to the advantage of the
communicator to understand what
message is relayed.
THE BARRIERS TO
COMMUNICATION
1. Personal Barriers. These are hindrances to effective communication
arising from the communicator's characteristics as a person,
including emotions, values, poor listening habits, sex, age, race,
socioeconomic status, religion, education, and so on.
People with different values will find it hard to communicate with
each other. Poor listening habits of a receiver frustrate the
communication efforts of the sender. The sex, age, race,
socioeconomic status, religion, and education of both the sender and
the receiver provide formidable barriers to effective communication
2. Physical Barriers. These are interferences to effective
communication occurring in the environment where the
communication is undertaken. The very loud sound produced
by a passing jet temporarily drowns out the voice of a guest
delivering a speech. Such distraction does not allow full
understanding of the meaning of the entire message and is an
example of a physical barrier.
Physical barriers include distances between people, walls, a noisy
sound system near a telephone, etc. An office that is too classy
may sometimes inhibit a person from meeting the occupant of
the office face-to-face.
3. Semantic Barriers. Semantics is the study of meaning as
expressed in symbols. Words, pictures, or actions are symbols
that suggest certain meanings. When the wrong meaning has
been chosen by the receiver, misunderstanding occurs. Such
error constitutes a barrier to communication. A semantic
barrier may be defined as an interference with the reception
of a message that occurs when the message is misunderstood
even though it is received exactly as transmitted.
OVERCOMING BARRIERS TO
COMMUNICATION
1. Use feedback to facilitate understanding and increase the potential
for appropriate action.
2. Repeat messages in order to provide assurance that they are
properly received.
3. Use multiple channels so that the accuracy of information may be
enhanced.
4. Use simplified language that is easily understandable and which
eliminates the possibility of people getting mixed-up with meanings.
Techniques for Communication
in Organizations
1. Downward Communication. This refers to message
flow from higher levels of author lower levels. Among
the purposes of downward communication are:
a. to give instructions;
b. to provide information about policies and
procedures;
c. to give feedback about performance; and
d. to indoctrinate or motivate.
• Letters are appropriate when directives are complex and
precise action required. When orders are simple but the result
depends largely on employee morale techniques that provide
personal interchange like meetings, telephones and cell are
appropriate. Modern technology has made it possible for
people to hold meetings even if they are thousands of
kilometers apart from each other.
• Manuals are useful sources of information regarding company
policy, procedures and organization. Unlike using persons as
sources of information, manuals "do not take a break" and
may be made available anytime needed.
• Handbooks provide more specific information
about the duties and privilege the individual
worker. Like manuals, it also has the advantage
of being made a anytime needed.
• Newsletters provide a mixture of personal,
social, and work-related information. Articles
about new hirings, promotion, birthdays of
employees, questions and about work related
issues are presented
2. Upward Communication. Management needs to provide
employees with all the necessary material and nonmaterial
support it can give. A requisite, however, is for management to
know the specific needs of the employees. This requirement is
the primary reason for upward communication.
Upward communication refers to message flows from
persons in lower- level positions to persons in higher-level positions. The
messages sent usually provide information on work progress,
problems encountered, suggestions for improving output and
personal feelings about work and non- work activities.
a. Formal Grievance Procedure
b. Employees attitude and Opinion Surveys
c. Suggestions System
d. Open door policy
e. Informal Gripe Sessions
f. Task forces
g. Exit interview
3. Horizontal Communication. This refers to messages
sent to individuals or groups from another or the same
organizational level or position. The purposes of horizontal
communication are:
a. a. to coordinate activities between departments;
b. to persuade others at the same level of organizations; and
c. to pass on information about activities or feelings.
Among the techniques appropriate for horizontal
communication are: memos, meetings, telephones, picnics,
dinners, and other social affairs.
