Effective COMMUNICATION edwin.pptnnnnjjb

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1. Mr kariuki 1
TOPIC
EFFECTIVE COMMUNICATION

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SUB TOPICS

Definition

purpose of communication

Communication as a process/elements

Forms of communication

Basic rules

Barriers to Effective Communication

ways of overcoming those barriers

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DEFINITION
 The term communication is derived
from the Latin word communis,
meaning common and thus when we
communicate we try to establish a
commonness of ideas with someone.
Communication - means the need for
creating common understanding
between the sender and the receiver.

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DEFINITION ILLUSTRATED
sender Receiver
Commonness

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What is effective
communication?

Effective communication can be
defined as the simultaneous, identical
understanding of the content and
intent of a message by the sender
and the receiver.

One person cannot communicate,
only the receiver complete the
communication act.

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Communication process
Illustration:-
Thoughts/Ideas
Encoding
Transmission
Reception
Decoding
Understanding
Feedback

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COMMUNICATION PROCESS
SENDER- Source of Information-Encodes
Could be an individual, group of persons, a motion
picture or even a communication organization e.g.
newspaper.
He is the initiator of the communication.
He conceives/develops an idea. The right steps is to
develop an idea that the sender wants to transmit.
The sender will be a person with needs, desires, or
information and a purpose for communicating them
to one or more other people.

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COMMUNICATION PROCESS
SENDER: He must be reliable,
authoritative, and empathetic and
open minded. The sender encodes
the message or idea. (Refer to the
communication model)

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RECEIVER: category

A person who receives the message-
Decodes

Interrupting-is the most detesting
listening habit, spend time forming a reply.

Lack of eye contact - shows disinterest,
distrust, lack of caring

The bored listener - has heard it all before

10. 
The selective listener - picks out bits
and pieces of conversation that
interest him and rejects the rest, if
disagreement, upsetting or different

The defensive listener - he twists
everything said into a personal attack
on self

The insensitive listener - one who
cannot catch the feeling or emotions
behind the words.
10Mr kariuki

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COMMUNICATION PROCESS
MESSAGE - Information put in a form that can
be relied to another person i.e. memo
1.Clear-easy to understand and hear, not
confusing
2.Courteous-polite and pleasant, showing
respect for other people
3.Concrete-real or definite not only be
existing in imagination

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COMMUNICATION
PROCESS:MESSAGE
4.Candid-be frank-saying exactly what
you think.
5.Concise-giving a lot of information
in a few words, brief but has to be
clear; summary of what happened.
6.Accurate-exact and correct; without
mistakes.
7.Complete-whole/total, all parts

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COMMUNICATION PROCESS

CHANNEL - Physical means by which
the message is conveyed i.e.
telephone
equipment

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Factors To Consider B4 Selecting A
Channel
Speed-the urgency of the
communication
 Accuracy-will the information be
received accurately
 Safety-the risk of losing the
communication in transits
Record-is it necessary to have a
record of the communication

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Factors To Consider B4 Selecting A
Channel

Impression-the reaction of the
recipients in terms of language,
quality of paper, print etc

Cost-all element of cost must be
considered

Secrecy will other people have access
to msg.

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COMMUNICATION PROCESS
MEDIUM – Refers to the ways messages
can be conveyed to
other people. The main
media of
Communication are:

Written Communication

Oral Communication

Non-verbal Communication

Visual Communication

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COMMUNICATION PROCESS

NOISE- Any factor that hinders
proper exchange of information except
those caused by sender and receiver

DISTORTION – Change of meaning from
that intended by the sender during
encoding or decoding.

FEEDBACK – Response or reaction of
receiver to information received

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COMMUNICATION PROCESS:
Feedback

This is a reversal of the communication
process in which a reaction to the
sender’s communication is expressed.
Since the receiver has become a sender,
the feedback goes through the same
steps as the original communication.
Feedback could be direct or indirect
expressed through actions or
documentation.

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COMMUNICATION
MOTIVATORS
Refers to the underlying reasons that makes
a person to initiate the Communication. i.e.
INFORMING - Need to Inform others i.e.
newspapers
INFLUENCING – Need to persuade a person
to take a particular line of action or change
attitude towards something i.e. Advertising
campaigns
INITIATING ACTION –Getting the reader to
do something i.e. Notice of a meeting

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Importance of
communication
1.Communication is a vital human activity as
man is a social being and need to interact
with each other.
2.Proper coordination is made possible
3.Time wasted in correcting mistakes that occur
as a result of lack of effective communication
could be saved by establishing an effective
communication system.
4. To understand the message.

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Importance of
communication
5.To motivate people to act and attain certain
goals.
6. To understand the problems people have and
know how to help the people to solve them.
7.To reduce tension in people.
8.To establish mutual relationships with people
9. To establish conducive working atmosphere
in an organizations
10.To improve and increase productivity

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COMMUNICATION MEDIA
1.Written communication -letters,
reports, minutes, articles, memos,
posters, notices etc
2.Oral communication-meetings,
telephone call, interview, lectures,
discussions, public speaking.
conference, oral presentation, face
to face interaction. etc

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COMM. MEDIA CONTD
3.Non verbal communication
Communication where words are not used - the
body never lies. gestures, postures ,facial
expressions, tone of voice ,dressing, proximity,
smell, time etc

We communicate 7% verbal, 38% vocal-
paralinguistic e.g. accent emphasize, 55% body

If you are not able to read the body language,
then you miss most of the communication.

Avoid danger of misreading the body language
4.Visual (audio) communication -film, video,
charts. graphs, photos etc

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Forms of formal
communication:
Vertical communication -downward and upward
Downward – directed
Main purpose-to direct, instruct and evaluate, provide
information on goals/policies of organization.
Authoritative, poor morale, low productivity, frustrates
employees, kills creativity/innovativeness
Upwards-directed upwards
To managers, supervisors
Forms of Communication include: memos, reports,
meetings, informal discussions etc.

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Forms of Formal
communication
Horizontal communication/lateral

People of the same level/status

Forms of communication includes:
meetings,seminars

Helps coordinate, problem solving

Helps form relationships with peers, direct
contact, reduce communication inaccuracy

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Forms: formal
communication
Diagonal communication

-tasks frequently arise which involves more than
one dept and there is often no obvious line of
authority through which a manager may follow.

A manager may be dealing with a colleague
more senior/junior to him in another dept

Relies heavily on cooperation/respect btn
parties concerned.

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External communication

Occurs between managers and
people outside the organization

Customers, suppliers,
government officers, other
interest groups

Helps link organization to the
external world.

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Forms of Informal Communication
Grapevine communication –

Communication that has been released
prematurely but its source can be traced and has
some truths.

Used by management to test waters particularly
when implementing new policies that have
adverse effects on employees i.e. retrenchment.

The management is thereby able to weight the
pros and cons of policy before implementing.

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FORMS OF INFORMAL
COMMUNICATION CONTD
RUMOUR

Information arise out of speculations.
This happens when people are kept in
suspense and do not know what is
happening.

The source cannot be traced

Truth cannot be established

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BASIC RULES FOR GOOD
COMMUNICATION

Communication is a discipline in itself
and everybody needs to study its many
aspects. The following basic rules if
followed carefully by everyone should
ensure fast, accurate communication
in the office and with people outside
the organization

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BASIC RULES:
1.THINK before communicating i.e. prepare the
communication. What is the objective of the
communication? How can the objective best
be achieved?
2. CONSIDER THE IMPLICATIONS of the
communication i.e. what result will it achieve?
3.REVIEW the proposed communication to
ensure that it contains all the information
required for the recipient to make a decision
or take action.

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BASIC RULES:CONTN
4. MAKE A NOTE OF FACTS that you may need for
further action or information and insist that the
other people do the same.
5.CONSIDER THE REACTIONS of the person or
people who will receive the communications in
terms of both content and tone.
6. Ensure that the communication is CONCISE and
CLEAR.
7.OBTAIN FEEDBACK to ensure that the recipient
of the communication has heard and
comprehended correctly.

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BARRIERS TO
COMMUNICATION

Hindrance/obstacle to effective
communication

Refers to some conditions or state which
impedes/distorts the communication

Factor which inhibits sharing of meaning
in communication process

Physical, psychological, social-cultural,
personal

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Barriers:

Distance

Technical breakdowns

Noise

Language

Technical jargon

Poor hand writing

Unreliable channel

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Barriers

Prejudgment

Attitude (negative)

Poor retention/memory

Inconsistency

Highly emotionality

Perception

Ignorance

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Barriers

Religious background/political parties,
creed, ideologies.

Status-age, occupation, gender, level of
income,

Tribe/race

Wrong time/place

Semantic barriers - words, actions have
different meanings for different people
and some have more than one meaning.

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Barriers:
overcoming/solutions

Reinforce words with actions

Use appropriate language, words

Use appropriate channels

Present information in orderly/systematic
manner

Understand/manage your audience

Know content of delivery

Write clearly

Avoid information under load/overload

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Contn:Overcoming barriers

Communication must be timely

Have a good communication policy in
organizations

Dress appropriately for the occasion

Provide right environment free from noise

Plan communication carefully

Get feedback

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Contn:Overcoming barriers
Never over-estimate/under-estimate the
receivers knowledge
Avoid words that antagonize the audience
Be flexible in adapting to the audience, content
purpose and medium
Give reasons that are meaningful to the receiver,
not the source.
Work on building a long term relationship with
receiver
Effective listening.

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