Topic 6, Communication in Business Communication is the process of transferring information and knowledge from one individual or party to another

person or party using meaningful symbols. Communication requires 3 elements: Sender Receiver Medium (Channel) Communication begins when a sender wants to transmit a message and it is complete when the receiver of the message provides feedback on whether the message received is understood or not.

Communication Process
Sender Form Message Encode Message
Transmit Message

Receiver Receive encoded message Decode Message

Noise

Decode Feedback

Receive encoded feedback

Transmit Feedback

Encode feedback

Form Feedback

a) Sender: - Also referred as message source. The sender has the piece of information and wishes to deliver it to the other party. b) Encode:

 Encoding takes place when the sender composes the message using symbols that can be identified by the receiver. c) Message The message includes the symbols in the form of verbal, written or sign language that symbolizes the information to be delivered. It is also formed based on the background of the receiver. d) Channel: It is the method of delivery. e) Decoding: It is the process where the receiver translates the message into a form that he can understand. f) Receiver: The individual who receives that message delivered by the sender. g) Feedback: The reaction of the receiver towards the message received by the sender. It is the best way of showing that a particular message has been received and understood. h) Disruption or Noise: Any barriers that might prevent delivering the message. Internal and external factors include in barriers of communication.

Types of Communication 3 types of communication. o Formal Communication o Informal Communication o Non-verbal Communication Formal Communication - Information delivered through the hierarchy or job responsibility of an organisation . a) Vertical Communication

b) Horizontal Communication c) Diagonal Communication

Vertical Communication

1. Downward communication: the communication from a higher authority to a lower authority (subordinate). The main purposes include: o To inform or to instruct other management about policies set by the management. o To provide advice, information and instruction and evaluation of subordinates. Disadvantages: When misused, managers do not provide complete information needed by the subordinate resulting them to get confused, less understood and fail to perform their work efficiently. Verbal communication does not provide a record and can easily be altered. 2. Upward communication: it is the communication which flows from subordinates in the form of feedbacks, opinions and suggestions through meetings, discussions and surveys. Barriers to upward communication: o Managers fail to react to the information provided by the subordinate which prevents them engaging in future communication. o Managers hate negative feedback. Horizontal Communication: refers to the communication with employees who work at the same level of an organization. o This types of communication forms coordination and relationship among the employees of the same level resulting to develop work satisfaction and cooperation. Diagonal Communication: refers to the flow of message between two parties from different hierarchies or departments in the organization. Informal Communication: Communication that occurs outside the chain of command of the organization.

 Grapevine: Informal network of information among employees. Advantages: Management is able to deliver information and receive feedback faster without involving a high cost. Non- Verbal Communication: Communication that does not use words, either verbally or written. a) Kinesics: type of non-verbal communication that does not use words, instead uses body language and facial expressions. b) Paralanguage: type of non-verbal communication involves tone, pitch, intonation level, volume and speech patterns.

Communication Barriers - 5 communication barriers 1. Selective perspective: Where people listen to those which is consistent without values and beliefs and tend to ignore the remaining. Filtering of perception involves difference in personality, psychology and experience. 2. Disruption: Factors that interrupt confuse or restrict the communication. E.g.: Noise, Environment 3. Emotions: Emotional reactions such as anger, love, jealousy and fear will influence a person in understanding the message being sent to him. The emotions of the sender and the receiver will influence the message decoding and reaction of the receiver. 4. Communication skills: A persons communication skill is influenced by their culture and this might affect the quality of the communication. These differences are caused by culture, education, training and personality. The effectiveness of communication also depends on the time a message is delivered. 5. Suspicion: The reliability of a particular message will affect the effectiveness of the message acceptance.

 Education and experience of a person on the subject of communication will also affect the process of communication. A good relationship between the two parties will promote a better and more effective communication. Measures for Overcoming Communication Barriers - 7 measures to overcome the barriers to communication. 1. Controlling the flow of information Identifying and prioritizing the important messages that require immediate attention. 2. Controlling Negative emotions Should control negative emotions, because it can alter and afflict the contents of the message. 3. Language used Choosing words and language that can be easily understood by the subordinates. 4. 5. 6. 7. Listen actively Using non-verbal signs Using the GRAPEVINE as communication channel Encourage feedback