Chapter 1 Communication Skills
Chapter 1 Communication Skills
INTRODUCTION TO COMMUNICATION
objectives of the topic
a. Define the common terms and concepts used in communication
b. Explain the purpose of communication
c. Explain the importance and benefits of communication in business organization
d. Explain the essentials of effective communication
e. Explain the role of ICT in communication
f. Discuss ethical issues in communication
Administrative communication –
Administrative communication is a process involving the transmission and accurate replication of ideas
ensured feedback for purpose of eliciting actions which will accomplish organizational goals.
Analysis
This definition has emphasized the following points;-
➢ This definition can be expanded to include emotions or feelings, ideas, thoughts, information etc.
➢ The purpose of communication is not always to elicit action it may also include communication to
seek information or to persuade other person to a certain point of view.
Communication is not just the transfer of information but also the transfer of meaning from one person or
entity to another. Therefore, the communication process generates meaning in the sending and receiving of
both verbal and non-verbal messages in the form of symbols and signs that are influenced by multiple
contexts or environments, for example, cultural background, physical environment such as an office,
classroom, job interview setting etc.
For communication to be successful there should be cooperation between the sender and the receiver. Without
a common background, purpose and interest there can be no effective communication. For example, if the
sender does not share the same language or code with the receiver, no communication can take place.
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KEY PHRASES IN THE DEFINATION OF COMMUNICATION
c. Communication is a system of symbols, signs and behavior – the system may be in the form of
language, gesture, facial expressions etc.
Characteristics of Communication
Communication is a process
-Communication is not discrete, static, or solitary, as process, it exists in time a& changes constantly.
As we process, we look beyond the outcome, some messages are verbal, some are non-verbal. Process starts
with source, then ends when feedback is generated, cyclic in nature
Communication is symbolic. Refers to nature of message rather than process, Human communication uses
sophisticated symbols, unlike other animals; Gorillas and chimps have been trained to use and combine
symbols. Symbols may be objects, written signs, images or sounds, - written and spoken words. E.g. body
movement, facial expressions, allows one to talk about object and ideas in its absence. Are arbitrary. Easily
misinterpreted.
Comm. is Contextual: shared or common symbol interpreted based on the context. Language learning involves
things that our culture considers important specialized language for certain context shared vision of what is
appropriate, based on the context.
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Comm. is purposive: Done for a purpose, e.g. to relax, to be entertained, for information, etc. Communication
is motivated. E.g. conversing with a lady because she is cute
Comm. is two - way: Involves both sender and receive. Even in intrapersonal
Communication Interactive: -: exchange of messages between the two through turn taking.
Communication is Transactional: Impact of first message shapes or affects the next msg.
Communication involves negotiations / discourse exchange.
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PURPOSE OF COMMUNICATION
Communication plays an important role in human interactions. The main reasons why we
communicate include the following:
a. Inform or exchange information – this involves the giving and receiving of information.
b. Express ourselves – it helps us communicate our needs, wants and desires. It also helps
to reconcile our needs with those of others.
c. Facilitate social interactions – this helps human beings to relate with one another in an
environment that enhances mutual agreement, teamwork and cooperation.
d. Elicit or initiate action – communication often acts as a catalyst for positive change in all
spheres of life.
e. Persuade – this gives one the ability to correct misconceptions, to deal with challenges,
to convince, to motivate or influence others in order to achieve a set goal’
BUSINESS COMMUNICATION
William G. Scott defines business communication ‘’ as the process which involves the
transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting
actions which will accomplish organizational goals’’
This definition covers four areas as follows:
• The sender’s ability to transmit his own ideas accurately
• The receiver’s mental ability to get the same idea as were transmitted i.e. accurate
replication.
• The feedback or the receiver’s response
• Eliciting action which will help to achieve the goals of an organization.
3. To give and obtain information. For an organization to run Smoothly; proper flow of
information between the firm and the outside world should be observed.
4. To clarify issues and points. Proper communication helps the organization clarify confusing
issues within or from outside the firm e.g. in an organization where there are many managers,
it might be necessary to clarify duties and responsibilities.
5. -Enhance public relations.
Good communication enables a firm to create a positive image to the outside world.
6. Giving instructions. The managers are able to get work done by issuing orders and
procedures. This helps to start and influence actions.
7. New ideas - Proper communication enables a firm get new ideas, make plans and ensure
proper implementation.
8. Getting feedback- Both employers and employees are motivated by positive remarks.
9. As a tool of management
Effective communication is said to be the ‘life blood’ of every organization, a key to success
in the business career as well as in one's personal life.
It is the life blood in an organization because it is the means by which behavior is modified,
change is effected, information is made productive and goals are achieved. It is the means by
which an organized activity is unified. Effective communication is therefore the heart of every
organization. With effective communication, an organization achieves the following benefits:
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• Stronger decision making and problem solving
• Upturn in productivity
• Clear, more streamlined work flow
• Enhanced professional image
• Sound business relationships
Questions
1. define the term communication
2. Discuss the role of effective communication within and outside the organization
3. Communication is said to be the life blood of every business organization. Explain
4. Highlight four importance of communication for:
i.an individual
ii. an organization?
Definition: “Communication is the process by which information is transmitted between
individuals OR organizations, so that an understanding response results”.
“Communication is the process which involves transmission and accurate replication of ideas,
ensured by feedback for the purpose of eliciting action which will accomplish organizational
goals”.
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impression could be created. No doubt, conversational skill right at the time of interview is
equally countable towards success of the candidate. Listening abilities on the other could prove
to be fruitful especially when the interviewer is making a comment or asking a question. In
short we can say that the presence of above mentioned five communication skills could give a
better chance of being selected during an interview.
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ESSENTIALS OF EFFECTIVE COMMUNICATION
Choosing an appropriate channel – a channel is the method which the message is passed on to
the audience. Ask yourself: am I going to communicate by use of words, pictures or use both?
Which medium of communication will be most appreciated by my audience – spoken or written,
visual or audio visual?
Proper presentation/packaging – this is the means by which you will achieve the most desired
response from your audience, ask yourself: what is the best means to transmit the message, a
letter or a memo? A face to face chat or a telephone call? A poster or a photograph?
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R0LE OF ICT IN COMMUNICATION
ICT has transformed the way we communicate in the 21st century. Today, the gathering,
processing, recording, writing, sending and receiving of information has completely changed the
way we communicate.
Computers have revolutionized communication and made the world a global village, the computer
has tremendously improved processing of information and accelerated the reproduction of quality
documents.
The internet has become a medium of information production, processing, storage and
dissemination regardless of time and geographical distance.
ICT has brought the following significant changes in communication:
1. Word processing- ICT has almost replaced manual writing and other similar devices which
have been able to produce accurate, neater and more legible documents.
2. It has enhanced communication by reducing the incidences of error and reducing the risk
of fraud.
3. Information access - It has increased the access to quality information as well as all types
of information.
4. It has increased the speed at which we are able to communicate.
5. Economy - It has enabled us to save important resources such as time, energy, money and
storage space.
6. It has drastically reduced the cost of communication.
REVIEW QUESTIONS
1. What do you understand by the term ‘communication as two-way process’? give
examples to support your answer.
2. Highlight the key components of the communication process
3. Explain the precautions that you should undertake when using ICT to communicate.
4. Discuss the role of ICT in communication
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Ethics is defined as the moral principles that govern a person’s behavior or the conducting of an
activity. Ethics provides a standard of conduct that is generally agreed upon. it also empowers
professionals to promote values through their work. Every organization should endeavor to have
an ethics policy which is shared with all employees.
Ethical communication helps to build trust and leads to better relations between individuals and
different organizations. This applies to all forms of communication, including oral, written, visual,
audio visual and digital.
Some of the ethical issues to be considered in business communication include the following:
1. Convey the information without offending the audience – there are different ways of
communicating without offending anyone e.g. choose gender neutral words, use a pleasant
tone etc.
2. Maintaining a relationship with the audience – experienced communicators build a
relationship with their audience from the start.
3. Avoid withholding crucial information – information is vital for decision making.
Purposeful withholding of relevant information may lead to a bad reputation for the
organization.
4. Establish a well-organized value system – if an organization operates on the basis of a
value system that is communication to both the top management and employees, mutual
respect between them will be developed and sustained.
5. Ensure accuracy of information shared – any information that is to be passed from an
organization should be true and accurate. Communicating without checking the facts of the
message could be dangerous to the organization.
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