COMMUNICATION NOTES

The word communication comes from the Latin word communis meaning “common”. Thus for
successful communication we are trying to establish a commonness or sharing information. Attitudes,
ideas and understanding.

Dictionary definitions of communication include such phrases as “to impart information or knowledge”
“to make known” “to impart or to transmit “and to “give or interchange thoughts, feelings, information
or the like by writing, speaking.

Communication means a mutual exchange of information and understanding by any effective means.
Thus for communication to be effective –must have an exchange of ideas and understanding. Unless the
flow goes both ways, no real communication takes.

Communication is process we perceive as a dynamic, ever-changing and unending. Communication

events do not occur in isolation from one another. Each interaction that you have affects each one that
follows and not always in a simple direct matter. e.g, your best friend and roommate tells you without
warning that she is moving out at the end of the month. This may affect you the next day. Neither of you
is able to communicate with each other as effectively as before because of your pre-occupation with the
communication event that took place the preceding day thus the process continues.

Verbal-Use of words (spoken or written)

Nonverbal-Use of symbols other than the written or spoken words such as gestures, eye contact, touch
e.t.c. Nonverbal messages usually compliment verbal messages.

Oral communication refers to messages that are transmitted and involve both nonverbal and verbal
messages.

Written communication is primarily verbal but also has nonverbal dimensions to it.

Communication can be classified according to the number of persons whom it addresses:

 Intrapersonal-communication within the mind of the individual.

 Interpersonal-one on one contact. Can also occur from writer to reader as in letters.
 Group-communication includes small or large groups such as classrooms or public meetings
place.
 Mass communication-sent to large groups of people especially by radio, TV, newspapers. Each
person as an individual has little opportunity for identification or feedback.

Communication is either verbal or nonverbal. Five processes of verbal communication include:

1. Speaking
2. Writing
3. Reading
 4. Listening
5. Thinking

The process of communication consists of 5

elements:

1. The sender
2. The message
3. The receiver
4. The channel
5. The feedback

Why we communicate(Purpose)

1. To inform/educate/bring understanding
2. To persuade/to influence/to sway thought
3. To entertain
4. To motivate
5. For survival

In simple terms, successful communication has occurred when:

1. The message is understood

2. The message accomplishes its purpose
3. The sender and receiver of the message maintain a favorable relationship.

e.g An office memo addressed to the employees, must be understood in the same exact way as the
writer intended.it may result in the expected outcome such as a change in procedure and it must build
or maintain goodwill.

We communicate simply because we must! (smile when happy, express emotions)

COMMUNICATION BARRIERS

1) NOISE

Any interference with the reception of the intended message e.g physical noise, wrong choice of
words etc

2) MISCOMMUNICATION

Confusion over the meaning of certain words. these are words people use on a day to day basis.

3) WRONG ATTITUDE
 Sometimes people close their minds to messages e.g workers may not be receptive to
instructions that are contrary to the way they think a job should be done.

4) STERIOTYPING

This refers to categorizing people or events according to what we expect these people or events
to be .e.g matatu drivers are assumed to be hardworking but uneducated and uncouth.

5) INCORRECT FEEDBACK

Feedback occurs after communication is received, it is an indication to the sender of acceptance

and understanding or lack thereof e.g teachers receive feedback either positive or negative
regarding the students.

GUIDELINES TO IMPROVE ABILITY TO GET MESSAGES ACROSS TO OTHERS

 Messages must be clear.

 Must be understandable, be simple and natural
 Must be specific and complete
 Some messages can only be delivered orally hence use the right approach
 Get the other persons attention, make it interesting
 Keep the verbal/nonverbal communication congruent
 Ask for feedback
 Own up message (take responsibilities)

ORAL COMMUNICATION

 The sender encodes the message

The message originates with the sender who transmits it to the receiver. The sender carefully
designs a message by selecting words that clearly convey the msg.
Non-verbal signals (gestures, tone of voice) that reinforce the verbal msg.

N/B
The process of selecting and organizing the message is referred to as encoding.

CHANNELS OF COMMUNICATION

1) Two-way face-to-face
Informal conversations, interviews, speeches, oral reports.
2) Two-way not face-to-face
Phone conversations

3) One-way not face-to-face

Written documents, letters, memos, reports, eg-mails.

CHOICE OF A CHANNEL
For a very complex subject, a sender might begin with a written document and follow up with a
face to face discussion after the receiver has had an opportunity to study the document.
Written documents are required for legal matters.

Face-to-face meeting is a more appropriate channel for sending sensitive, unpleasant messages.
e.g a manager dealing with a disciplinary case.

 The receiver decodes the message

The receiver’s task is to interpret the sender’s message, both verbal/nonverbal with as
little distortion as possible. The process of interpreting the message is referred to as
decoding.

BARRIERS/INTERFERENCES TO EFFECTIVE COMMUNICATION

1. Physical Distractions
1) Noise
2) Uncomfortable settings
3) Interruptions

2. Differences in sender and receiver

1) Education
2) Age
3) Culture
4) Experience
5) Language

3. Sender/receiver hindrances
1) Various interpretations
2) Lack of trust
3) Lack of feedback
4. Mental distractions
1) Preoccupation with other matters
2) Inappropriate timing
5. Sender characteristics
1) Unclear, unspecific message
2) Suspect motive
3) Distracting appearance, mannerisms, voice, expressions etc
Receiver characteristic

1) Poor listening habits

2) Unreceptive to new and different ideas
3) Negative feelings about the sender
4) Low interest levels
5) Unwilling to concentrate

RECOGNIZING HUMAN NEEDS

Psychologist Abraham Maslow developed the concept of a hierarchy of needs through which people
progress.

Most people have reasonably satisfied their lower level needs. Beyond these two levels, people progress
to satisfy three upper levels.

As people satisfy needs at one level, they move on to the next. The levels that have been satisfied still
are present, but their importance diminishes. Effective communicators are able to identify and appeal to
the need levels in various individuals or groups. Advertising is designed to appeal to needs levels. In
business efforts to help people satisfy needs are essential, since a satisfied worker is generally more
productive than a dissatisfied one.

NB: in communication activities, a sender is more likely to structure the message to appeal to the
receiver if the receiver’s need can be identified.

1. Physiological needs- basic needs eg food, water, clothing and shelter.

2. Security needs-physical and emotional protection.
3. Social needs-friendships, love, acceptance, sense of belonging.
4. Ego needs- need for respect, honor, recognition, to be heard, to feel wanted.
5. Self-actualization-to become the best you can become using different channels: political, artistic,
professional, religion etc

LISTENING

Principles for effective listening

1. Watch the speaker- gestures, facial expressions, and eye movements can add much to the
words used and the meaning intended.
2. Provide feedback- indicate you are listening, you can acknowledge understanding, agreement,
disagreement, and a variety of others feedback responses through facial expressions, sounds
and gestures. This feedback allows the speaker to provide whatever restatement or added
information may be necessary or continue with the discussion.
3. Take time to listen
4. Use your knowledge of speakers to advantage.
5. Listen with the correct attitude
6. Make an effort to listen
 7. Resist distractions- concentrate
8. Keep your mind open-don’t get emotional- ref: emotional intelligence.

BENEFITS OF EFFECTIVE LISTENING

1. Good listening improves morale
2. Effective listening saves time
3. Effective listening avoids confusion and misunderstanding
4. Effective listening makes better leaders

NOTE: Managers with good production records give a proportionately greater amount of their time to
the human relationships and interpersonal aspects of their jobs. Discuss.

BARRIERS TO EFFECTIVE LISTENING

1. Faking attention
2. Allowing disruption
3. Over-listening
4. Stereotyping
5. Dismissing subjects as uninteresting
6. Failing to observe non-verbal aids.

LISTENING PROCESS- A 5 STEP APPROACH

1. Attending level- the initial step of the listening process, which affects the success of all the
other steps. We demonstrate conscious efforts to listen to others through attending
behaviors such as eye contact, forward lean, appropriate facial expressions and
concentration on the message. Unfortunately, many listeners begin with focused attention
and find themselves getting distracted.
2. Perceiving level- at this step, listeners use one or more of their basic senses to receive verbal
and non-verbal messages. Our perceptions are also influenced by our personal interest, past
experiences, knowledge, and skill levels.
3. Interpreting level-after you attend to and perceive a message, the next step is interpreting
what you perceived. Listeners try to understand the meanings of messages at the
interpreting level. Unfortunately, because we each differ in our experiences, knowledge,
and attitudes, most communication breakdowns occur at this step of the listening process.
4. Assessing level; after we interpret a message, we begin to make judgements about the
message and its importance to us. The listener determines whether or not to believe the
message, agree with the speaker and /or retain the information. The second type of
assessment occurs when the listener evaluates the relative importance of the individual
parts of a message and the message as a whole. These assessments are based on the
listener’s perceptions of what the speaker believes is importance as well as on the listener’s
personal value system.
5. Responding. The last step of the ladder is responding, listening is not complete until there
has been some kind of response. During this stage we react to the message an/ or sender.
The completion of this stage is critical because it is the only step in which responses are
actually seen and/or heard. The chance for responding –level error increases when the
 person listening is not necessarily the person responsible for acting on what was said eg, an
order in the hotel.

COST OF EFFECTIVE LISTENING

When we fail to listen well we incur costs in the loss of time, money and relationships

1. Lost time
2. Lost money-many mistakes we make because of poor listening,
3. Lost relationships-eg be personal

How to improve listening habits.

1. Focusing – if you want to get the most from a listening situation, we must prepare ourselves to
listen by focusing. Paying attention to others requires efforts.
2. Tracking – most of us have been guilty of interruption or discouraging others from talking. The
tracking strategy encourages others to keep talking and us to keep listening. Rather than
jumping to conclusions, it would be best to mentally rate or jot down points we would like to
clarify and keep listening.
3. Reflecting. Listeners may need to test their understanding listeners can clarify messages by
reflecting- a strategy by which listeners test their understanding or clarify messages.
4. Digging- Is a strategy to help listeners discover underlying issues and concerns. Digging clarifies
verbal and non-verbal messages by reflecting on the emotions and thoughts or speakers –to get
additional information.
5. Dampening- is a listening strategy we can use to calm a person when he or she is on a negative
emotional state. The appropriate way to listen is to say little or nothing. Even in silence, we
communicate.
6. Redirecting- speakers sometimes get sidetracked during meetings or conversations. As a listener
you may need to get the person back to the topic or task at hand.

Types/styles of listening

1. Casual listening-listening for pleasure

2. Listening for information- restricted to the search for data or material eg classroom, should be
able to separate fact from fiction, truth from untruth.
3. Intensive listening- involves greater use of your analytical ability to proceed through problem
solving steps. You should have an understanding of the problem recognize whatever limitations
are involved and know the implications of possible solutions. Intensive listening can be achieved
by following these suggestions: -
a. Try to become involved in the material, make written or mental notes
b. Attempt to predict or anticipate the speaker’s future points- think ahead.
c. Watch speakers for any non-verbal clues
d. Try to avoid yielding to stereotypes, personal judgements, and distractions,
e. Provide feedback to the listener
f. Become a good summarizer
4. Empathetic listening- empathy occurs when a person attempts to share another’s feelings or
emotions. Counselors attempt to use empathetic listening I dealing with their clients. Empathy is
a valuable trait developed by people skilled in interpersonal relations when you take time to
listen to another the courtesy is usually returned. Empathy leads to sharing.