ADDIS ABABA MEDICAL AND BUSINESS

COLLEGE
DEPARTMENT
OF
INFORMATION TECHNOLOGY
UNIT OF COMPETENCE :
RECEIVE & RESPOND WORKPLACE
COMMUNICATION

pre.by jaleto S.
Communication
communication is the process of exchanging information in the
form of messages, symbols, thoughts, signs, and opinions.
There are mainly four types of communication, which are used in
varying ways depending on the medium used or the way in which
information is exchanged.
These means of communication are used for transferring
information from one entity to the other, and always involve a
sender and receiver.
The cycle of communication is said to be complete only when the
receiver has understood the sender's message and intent(target).
 Elements of Communication Process

The process of communication involves the following elements:

1. Sender or transmitter: The person who desires to convey the
message is known as sender.
Sender initiates the message and changes the behavior of the
receiver.
2. Message: It is a subject matter of any communication. It may
involve any fact, idea, opinion or information.
It must exist in the mind of the sender if communication is to take
place.
 Elements of Communication Process
3. Encoding: The communicator of the information organizes his idea into series of symbols
(words, signs, etc.) which, he feels will communicate to the intended receiver or receivers.
4. Communication channel: The sender has to select the channel for sending the information.
Communication channel is the media through which the message passes.
It is the link that connects the sender and the receiver.
 Elements of Communication Process
5. Receiver: The person who receives the message is called receiver or receiver
is the person to whom the particular message is sent by the transmitter.
The communication process is incomplete without the existence of receiver of
the message.
It is a receiver who receives and tries to understand the message.
 Elements of Communication Process
6. Decoding: Decoding is the process of interpretation of an encoded message into the
understandable meaning.
Decoding helps the receiver to drive meaning from the message.
7. Feedback: Communication is an exchange process. For the exchange to be complete the
information must go back to whom from where it started (or sender), so that he can know the
reaction of the receiver.
The reaction or response of the receiver is known as feedback.
 Elements of Communication Process

We used to think of communication as a one-way process. This was called the linear
model of communication.
The linear model argued that communication could only move in one direction, from
the sender to the receiver.
The receiver played a passive role in the overall process.
Over the years, scholars have added to and revised the linear model.
 Elements of Communication Process
We describe communication as ongoing, dynamic (active, energetic) process.
The transactional model describes communication as an interdependent(co
dependent) process whereby the speaker and receiver are simultaneously sending
and receiving messages.
Communication is a dynamic process, a process that changes from one
communication setting to the next.
 Elements of Communication Process
Although it is difficult to predict the ways your ideas will be interpreted by
others, certain components are always present in the communication process:
people, a message, encoding, decoding, the channel, feedback, and noise.
The process of communication is successful only when the receiver
understands an idea as the sender intended it.
 Steps of communication process
This process generally involves five steps, discussed here and shown below in Figure 1
Sender has an idea. The form of the idea may be influenced by the sender’s mood, frame
of reference, background, culture, and physical makeup, as well as the context of the
situation.
Sender encodes the idea in a message. Encoding means converting the idea into words
or gestures that will convey meaning.
 Steps of communication process
Message travels over a channel. The medium over which the message is transmitted
is the channel. Messages may be sent by computer, telephone, memorandum(letter).
They may also be sent by means of a report, announcement, picture, spoken word, fax,
or other channel.
Because both verbal and nonverbal messages are carried, senders must choose
channels carefully.
 Steps of communication process
Receiver decodes message. Translating the message from its symbol form
into meaning involves decoding. Successful communication takes place
only when a receiver understands the meaning intended by the sender.
Such success is often hard to achieve because no two people share the
same background.
 Steps of communication process
Feedback travels to sender. The verbal and nonverbal
responses of the receiver create feedback, a vital part of the
entire communication process. Feedback helps the sender
know that the message was received and understood.
 Verbal Communication

Verbal communication is an act of conveying

messages, ideas, or feelings through the use of
mouth. Verbal communication is the main way
of communicating face-to-face.
Among the key components of the verbal
communication are words, sound, speaking, and
language.
Examples of verbal communications face-to-
face, telephone, radio or television or other
media.
 Types of verbal Communication
  Intrapersonal
intrapersonal communication, is an integral part of any communication event.
Intrapersonal communication is communication with our selves.
This form of communication is extremely private and restricted to ourselves.
It includes the silent conversations we have with ourselves.
 Types of verbal Communication
Interpersonal
Interpersonal communication is the informal exchange that occurs between two or more people.
It usually occurs on two levels: dyads (groups of two) and small groups.
Dyadic communication is the interaction between two people.
This form of communication takes place between two individuals and is thus a one-to-one conversation.
Here, the two individuals involved will swap(exchange) their roles of sender and receiver in order to
communicate in a clear manner.
 Types of verbal Communication
Dyadic communication tends to be informal, and therefore, it requires little or no
preplanning. Interviews are the exception; they are generally formal in nature.
Small-group communication includes those interactions with three to eight people
present.
In most instances, small-group communication is less intimate than dyadic
communication and less formal than public speaking.
 Types of verbal Communication
Public communication involves having individual share information with a large
group; the usual structure has a speaker presenting ideas to an audience.
Public communication is more formal than interpersonal communication; it therefore
requires more preparation on the sender’s part.
Usually, speakers have a limited amount of time in which to share their ideas; this
forces them to plan and organize what they want to say in advance.
 Types of verbal Communication
This type of communication takes place when one
individual addresses a large gathering of people.
In such cases, there is usually a single sender of

information and several receivers who are being addressed.

 Advantages of oral communication
 Time saving: When action is required to be taken
immediately it is best to transmit a message orally.
 If the executives work load is high then they stop writhing
and by oral instructions they complete their message
transmission and released their work load and also it saves
time.
 Cost savings: Cost is involved in any communication.
When the communication is needed within the
organization and if it is completed in orally, it has not
needed any paper, pen or stamp or computer.
 So it saves the money of the organization.
 Advantages of oral communication

 More powerful: Speech is a more powerful means

of persuasion and control. Therefore executives
often prefer to transmit messages orally.
 Immediate feedback: The speaker can get
immediate feedback on whether it is creating a
favorable impression on the receiver or whether the
receiver will protest or not.
 Advantages of oral communication
More suitable: The employees felt more suitable when the message
transmits in orally.
They get an opportunity for feedback and clarification.
A relationship develops: Oral communication is mostly carried out helps to
promote friendly relations between the parties communicating with each
other.
Flexibility: By the demand of the situations oral instructions can be changed
easily and for these cases maintain the formalities are not necessary.
So it is very much flexible and effective.
Easiness: It is so easy method of communication.
It needs little preparation to send a message.
No need of pens, pencils and other writing equipment’s which are needed in
written communication.
 Advantages of oral communication

 Correction of errors: If any error is expressed at the time of

oral communication. It was possible to rectify at that time or
within a very short time.
 Informal communication: In oral communication, no
need to maintain such formalities which are needed in written
communication. So it is easy and helpful to any organization.
 Motivation: In oral communication system, top executives
and sub ordinates staff can sit face-to-face and exchange their
views directly, so sub-ordinates are motivated day by day.
 Maintaining secrecy: Interested parties of oral
communication can maintain the secrecy of messages easily.
 Disadvantages of oral communication?
No record: In oral communication, messages are difficult to
record. So it is impossible to preserve the message for future.
Distortion of the word: If distortion of the word occurs in
oral communication then main goals of the organization may
be filed.
Inaccuracy: There is very possibility of inaccurate messages
to reach the destination. So, the reverse result of expected
plan may be occurred.
Limited use: The scope of usage of oral communication is
limited. It is not suitable for lengthy messages. It should be
sued for short message.
 Disadvantages of oral communication?

 Probability of omitting main subject: Sometimes,

main subject may be omitted to express a word for
communicating.
 So, expected result may not be achieved.
 Nonverbal communication
Nonverbal Communication has been defined
as communication without words.
It includes apparent behaviors such as facial
expressions, eyes, touching, and tone of voice, as well as less
obvious messages such as dress, posture and spatial distance
between two or more people.

There are many different types of non-verbal communication.

They include:
Body Movements (Kinesics), for example, hand gestures or
nodding or shaking the head;
 Nonverbal communication
 Posture, or how you stand or sit, whether your arms are
crossed, and so on;
 Eye Contact, where the amount of eye contact often
determines the level of trust and trustworthiness;
 Closeness or Personal Space (Proxemics), which
determines the level of intimacy;
 Facial Expressions, including smiling, frown(anger )
etc.
 Physiological Changes, for example, sweating or
blinking more when nervous.
 Written Communication
 Written communication is the medium through which
the message of the sender is conveyed with the help of
written words.
 Letters, personal journals, e-mails, reports, articles,
and memos are some forms of written communication.
 Unlike other forms of communication, written
messages can be edited and rectify (correct) before it is
communicated to the receiver. Thereby, making written
communication an indispensable (obligatory) part of
informal and formal communication.
 Written Communication
 This form of communication encapsulates features of
visual communication as well, especially when the
messages are conveyed through electronic devices such
as laptops, phones, and visual presentations that
involve the use of text or words.
 In fact, written communication is the most common
form of business communication.
 It is essential for small business owners and managers
to develop effective written communication skills and
to encourage the same in all employees.
Advantages of written communication
 Easy to preserve: The documents of written communication are
easy to preserve. Oral and non-verbal communication cannot be
preserved. If it is needed, important information can be collected
from the preserved documents.
 Easy presentation of complex matter: Written communication is
the best way to represent any complex matter easily and attractively.
 Permanent record: The documents of written communication act
as a permanent record. When it is needed, important information
can be easily collected from the preserved documents.
 Prevention of wastage of time and money: Written
communication prevents the waste of money and time. Without
meeting with each other the communicator and communicate can
exchange their views.
 Advantages of written communication
 Accurate presentation: Through the documents of the
written communication top executive can present the
information more accurately and clearly. As it is a legal
document everybody takes much care does draft it.
 Use as a reference: If it is needed, written
communication can be used as future reference.
 Delegation of authority: Written communication can
help the authority to delegate the power and authority to
the subordinate. It is quite impossible to delegate power
without a written document.
 Advantages of written communication
 Maintaining image: Written communication helps to
maintain the images of both the person and the
organization. It also protects the images of the
company or organization.
 Proper information: It is a proper and complete
communication system. There is no opportunity to
include any unnecessary information in a written
document.
 Advantages of written communication
 Controlling tool: Written communication can help to control
the organizational activity. The written document may be
used as a tool for controlling.
 Disadvantages:
 Expensive: Written communication is comparatively
expensive. For this communication paper, pen, ink,
typewriter, computer and a large number of employees are
needed.
 Useless for illiterate person: It messages receiver is
illiterate, written communication is quite impossible. This
is major disadvantage written communication
 Disadvantages of written communication
 Difficult to maintain secrecy: It is an unexpected
medium to keep business secrecy. Secrecy is not
always possible to maintain through written
communication. Because here needs to discuss
everything .
 Lack of flexibility: Since writing documents cannot
be changed easily at any time. Lack of flexibility is
one of the most important limitations of written
communication.
 Disadvantages of written communication
 Delay in response: It takes much time to get a
response from the message receiver; prompt
response is not possible in case of written
communication that is possible in oral
communication.
 Delay in decision making: Written communication
takes much time to communicate with all the parties
concerned. So the decision maker cannot take
decisions quickly.
Speaking exercise
 Three Truth and Two Lie
 Interview your partner
 - choose three interesting facts about him or/her
 - think of a fourth and fifth ,false statement
 present your partner to the listener in a way that
they are un able to notice the lie .
 Visual Communication
This form of communication involves the visual
display of information, wherein the message is
understood or expressed with the help of visual aids.
For example, topography, photography, signs,
symbols, maps, colors, posters, and designs help the
viewer understand the message visually.
Visual Communication
 Movies and plays, television shows and video clips
are all electronic form of visual communication.
 Visual communication also involves the transfer of
information in the form of text, which is received
through an electronic medium such as a computer,
 The greatest example of visual communication is
the World Wide Web which communicates with the
masses, using a combination of text, design, links,
images, and color.
 Internal and external communication
 Internal communication is the process of exchanging
information among the people of different level or internal
participants within the organization.
 Internal communication takes place within an organization,
for example, communication between employees. The
purpose of internal communication includes:
Giving information
Gathering information
Clarifying issues and points
Influencing action.
 Internal and external communication
 external communication is formal exchange of
information and messages between an organization
and other organizations, groups or individuals
outside its formal structure.
 Internal and external communication
Examples of external communications are
 External communication typically includes email,

brochures (flyers), newsletters, posters,

advertisements and other forms of multimedia's.

 The following chart shows the difference between

internal and external communications
Internal Vs external communication
 Internal and external communication

 Internal communication denotes a type of communication

within the organisation. This is also known as inter-
communication.
 When the inter-communication takes place between the
employees of the same department, it is called inter-
departmental communication
 And when it takes place between the employees of different
departments of the same organisation, it is called infra-
departmental communication. The internal
communications includes letters, memos, instructions and
orders.
 Internal and external communication

 The communication between the organisation and the

outsiders is called external communication. External
communication is needed for smooth conduct and the
progress of the business. This form of communication takes
place through personal visits, telephones and postal
services.
 Media or means of external communication:
 Telephone: The most common used means of external
communication is telephone. Now-a-days every medium
and large sized organization has a telephone by which the
organization can communicate externally.
 Media or means of external communication

 Postal service: The cheapest means of communication

are postal and telegraphic services. They are the old
means of business communication
 Written:
 Written communication should be used when a
message that does not require interaction needs to be
communicated to an employee or group.
 Policies, letters, memos, manuals, notices or
announcements are all messages that work well for this
channel.
 Media or means of external communication

 Face to face conversation: Sometimes this media is used to

exchange information with other organizations. It is an important
means as because both the parties talk face to face.
 Mass communication: External communication can be performed
through mass communication. Now-a-days many organizations
take the advantages of mass media to communicate externally.
 Mass media are newspapers, radio, television etc.
 Internet: The fastest media of external communication is internet.
 It connects the world and provides access for prompt transfer of
information.
 Communicating With Others
Communication needs to be clear and effective in order to
achieve its aim. When it is not, all kinds of problems can result.
To be a better speaker:
Be considerate. Don’t dominate the conversation by talking
only about yourself. Use questions to probe the person’s
feelings or opinions on the topic of conversation.
Speak clearly. Don’t mumble or talk in the opposite
direction of the listener. Also, use words that you know the
listener might understand.
 Communicating With Others

Be brief. Don’t over talk a point. It may cause the other

person to lose interest in the conversation.
Learn to “read” the listener. If the other person seems
inattentive or uncomfortable, it is probably not a good time to be
carrying on a conversation. Recommend having the conversation
at another time.
Stay focused on the conversation. Doing something else while
you are talking, such as typing or working on a car, sends a
message to the listener that you don’t think the conversation is
worthy of your full attention, and it could inhibit the listener’s
responses to what you say.
 Concept of Effective Communication.
• Gives choices regarding communication style to
adopt.
• Involves creation and exchange of understanding
• Effective communication is achieved when the
message received is close in meaning to the message
sent.
Concept of Effective Communication
CONT…
 Discuss the following whether they are decoder or
encoder depending on the context.
 6. FM radio
 7. searching out the meaning of a word in the
dictionary.
 8. getting confusion about the passage
 9. preacher in the church
 10. singing a song
 Effective Communication
 At any workplace where people are able to communicate
clearly tends to be a more efficient working environment.
Effective communication leads to:
 clear instructions so people know exactly what they are
expected to do and do it properly.
 people feeling involved because they are well informed.
 higher morale and job satisfaction.
 people working better as a team
 time and effort saved as people are clear on what to do
 Effective Communication
To communicate with people effectively you need to:
 make sure it is not too noisy to hear what is being said.

 sit or stand so that you directly face the person

who you are talking or listening to .

 maintain eye contact.

 use polite opening and closing greetings.

 speak clearly and at a medium pace.

 speak in an open and neutral tone.

 be straight forward and to the point.

 keep the message simple

 Effective Communication
 be patient
 show interest

 use the words that the people you are talking to

understand
 listen carefully to the conversation so that you get

the right message.

 You communicate with people at work place for
several reasons, example to:
 assist customers
 receive or pass on information and instructions
 discuss problems
 take a part in friendly conversations
 ask for information or ask questions
 get help
 Barriers of communication
 Barriers to good communication can make things
difficult and cause misunderstandings.
 Good communication is affected when the sender
and the receiver do not understand the message in
the same way.
 Most Common Barriers to Effective Communication

 Physical Barriers: this has to do with poor or outdated

equipment used during communications, background noise,
poor lighting, temperatures that are too hot or too cold.
 2. Attitudes: emotions like anger or sadness (sorrow) can taint
objectivity. Also being extremely nervous, having a personal
agenda or “needing to be right no matter what” can make
communications less than effective. This is also known as
“Emotional Noise”.
  Language: this can seem like an easy one, but even people
speaking the same language can have difficulty understanding
each other if they are from different generations or from
different regions of the same country.
Most Common Barriers to Effective Communication

Physiological Barriers: ill health, poor eyesight or hearing difficulties, pain.

5. Problems with Structure Design: companies or institutions can have
organization structures that are not clear, which can make communications
difficult. Also to blame for faulty communications are bad information
systems, and lack of supervision or training of the people involved.
 Most Common Barriers to Effective Communication

6.Lack of Common Experience: it’s a great idea to use examples or stories to explain a point that is being
discussed.
However, if the speaker and the audience cannot relate to these examples because they do not have the same
knowledge or have not shared the same experiences then this tool will be ineffective.
7. Ambiguity and Abstractions Overuse: leaving things half-said, using too many generalizations, proverbs or
sayings, can all lead to communications that are not clear and that can lend themselves to misinterpretations.
Example “the means justifies the end”
Most Common Barriers to Effective
Communication
. Information Overload: it takes time to process a lot of information and too many details can overwhelm and distract the audience from the important topics.
Keep it Simple, Sweetie
Good communication can be caused by
1.Poor listening
2.Use of slang(jargon)
3.Ambiguity
4.Non verbal communication which sends the opposite message to what is being said
5. People who think they know everything and don’t listen
6. Making assumptions about what people do or don’t know.
7. Poor expression
CONT…
Poor communication may lead to:
time being lost because work needs to be redone
accidents
poor quality service and/or products
people feeling “left out”
mistakes being made because instructions are not clear
teams not working well