UNIVERSITY OF NAIROBI

ANSWER BOOKLET

STUDENT REG NO:C01/1909/2012

QUESTION THREE:

Identify the four main characteristics shared by all human communication: (23.5 mks)

Communication is a continuous process

Communication is a dynamic and continuous process with elements occurring
simultaneously.The events are ongoing ,continuous and ever-changing.As a process,
communication exists in time and changes constantly.

Communication is symbolic
It relies heavily on symbols.The symbols are not given that there must be a one to one
relationship between the symbols and their meanings.The symbols are open to various
interpretations.The most familiar and widely studied symbols are linguistics i.e written and
spoken words.Others are non-verbal languages i.e facial expression,gestures and body
movement

Communication is a two-way process.

There has to be a sender and the receiver in a communication activity.When communicating
there should be a listener and also the person who is giving information or the carrier.

Communication is Contextual .
Communication is contextual because it occurs in a context in which people share common
symbols.This symbols give people common understanding and thus the communication
becomes easier.
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ANSWER BOOKLET

QUESTION TWO:

What are the distinguishing features between intrapersonal and interpersonal communication?

(23.5 mks)

Intrapersonal is the act of having internal dialogue with one self or self talk .Intrapersonal
communication involves two or more persons and it must be clearly understood.

Intrapersonal communication is continuous due to human nature while Interpersonal is regular

due to the effect of social needs .

Intrapersonal involves the process of thinking and analysing within oneself whereas
interpersonal involves the process of exchanging ideas or information .

Intrapersonal involves using the personal senses when making decisions and ideas while
interpersonal involves using verbal communication and non verbal media.

Intrapersonal communication is within oneself and only one person is involved while
interpersonal is always between more than one person.
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ANSWER BOOKLET

QUESTION FOUR:

Why is non-verbal language critical in human communication? Discuss

differences in perception: The organization should ensure that it is recruiting the right
individuals on the job. It’s the responsibility of the interviewer to ensure that the interviewee has
command over the written and spoken language. There should be a proper Induction program so
that the policies of the company are clear to all the employees. There should be proper training
conducted for required employees.

Language: Use of ambiguous words and jargons should be avoided. Use of simple and clear
words should be emphasized.

Noisy environment: Noise is the main communication barrier which must be overcome on
priority basis. It is essential to identify the source of noise and then eliminate that source.

Listening attentively: Listen attentively and carefully. Active listening means hearing with
proper understanding of the message that is heard. By asking questions the speaker can ensure
whether his/her message is understood or not by the receiver in the same terms as intended by
the speaker.

Emotional State: During communication one should make effective use of body language.
He/she should not show their emotions while communication as the receiver might misinterpret
the message being delivered.

Simple Organizational Structure: The organizational structure should not be complex. The
number of hierarchical levels should be optimum.. Simpler the organizational structure, more
effective will be the communication.

Information Overload: The managers should know how to prioritize their work. They should
not overload themselves with the work. They should spend quality time with their subordinates
and should listen to their problems and feedbacks actively.

Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but
it should be delivered constructively. Constructive feedback will lead to effective communication
between the superior and subordinate.

Media: Simple messages should be conveyed orally, like: face to face interaction or meetings.
Use of written means of communication should be encouraged for delivering complex
messages.Flexibility in meeting the targets There should not be much pressure on employees to
meet their targets.
UNIVERSITY OF NAIROBI
ANSWER BOOKLET