COMMUNICATION
Communication is the process by which a person, or group, or organization (the sender) transmit some
type of information (the sender) transmit some type of information (the message) to another person,
group, or organization (the receiver). Verbal communication is the transmission of messages using
words, either written or spoken. Non verbal communication is the transmission of messages without the
use of words. Communication can be interpersonal (individuals sharing information), group level
communication (sharing of information within groups or teams), organizational level communication
(sharing of information between subunits of the same organization, inter-organizational communication
(between organizations) and mass communication (sending messages to large number of people).
Formal communication is the sharing of messages regarding the official work of the organization.
Informal communication is the sharing of unofficial sharing of messages, some of which go beyond and
organizations formal activities. Supportive communication is any communication that is accurate and
honest, and that builds and enhances relationships instead of jeopardizing them.
In an effective organization, communication, communication flows in various directions: downwards,
upward, and crosswise. Traditionally, downward communication was emphasized, but there is ample
evidence that if this is the only direction of communication, problems will always develop. Peter Drucker
state that the downward communication does not work because it ignores the receiver of the
communication. Communication flows horizontally, that is, people on the same or similar organization
levels, and diagonally, involving persons from different levels who are not in direct reporting
relationships with each other.
Organizations ought to empower individual to effectively communicate so as to help change knowledge,
attitudes, intentions and any behavior or intended negative lifestyle. They should also get better results
from interacting with people. Managers ought to;
-Communicate clearly and calmly under all situations
-Organize thoughts and on complex issues and present them logically
-Always be clear and precise
-Be assertive even when challenged so that people can listen
-Separate facts from emotional discussion
-Convey messages that convey motivation towards taking action or accepting new ideas
-Always ensure creation of common understanding, building trust and creating positive group feelins
-Explain ideas and decisions logically and precisely
-Listen accurately and understand others
-Enhance networking strategies: attend forums that share information, ideas, concerns and knowledge
Barriers and Breakdown in Communication
Managers frequently cite communication breakdown as one of their most important problems. However
communication problems are often symptoms of more deeply rooted problems. Communication
barriers can exist in the sender, in the transmission of the message, or in the receiver.
Some of these barriers include;
-Lack of planning to communicate: talking and writing without first thinking, planning, and stating the
purpose of the message
-Unqualified assumptions: Often overlooked, yet very important, are the assumptions not
communicated that underlies messages
-Semantic distortion-The semantic distortion can be deliberate or accidental. To some people, the word
“government” may mean interference or deficit spending; to others, the same word may mean help,
and justice
-Poorly expressed messages- No matter how clear the idea in the mind of the sender, it may still be
marked by poorly chosen word, omissions, lack of coherence, poor organization of ideas, awkward
sentence structure, unnecessary jargon and failure to clarify the implications of the message
-Loss by transmission and poor retention. In a series of transmission from one person to the next, the
message becomes less and less accurate.
-Poor listening and premature evaluation- Listening demands full attention and self discipline. It also
means avoiding premature evaluation of what the person has to say.
-Impersonal communication-Effective communication is more than simply transmitting information to
employees. It requires face-to-face communication in an environment of openness and trust.
-Distrust, treat and fear- Distrust, threat and fear undermine communication. In a climate containing
these forces, any message will be viewed with skepticism
-Insufficient period for adjustment to change- Changes affect people in different ways, and it may take
time to think through the full meaning of a message.
Guidelines to improving communication
Communication can be improved by following suggestions,
-Clarify ideas before attempting to communicate
-Examine the purpose of communication
-Understand the physical and human environment when communicating
-In planning communication, consult with others to obtain their support as well as facts
-Consider the content and overtones of the message
-Whenever possible, communicate something that helps or is valued by the receiver
-Communication, to be effective, requires follow-up
-Communicate messages that are of short-run and along-run importance
-Actions must be congruent with communication
- Be a good listener
Listening: the key to Understanding
Time, empathy and concentration on the message are prerequisites to understanding. People want to
be heard, want to be taken seriously, and want to be understood. Thus, the manager must avoid
interrupting staff and putting them on the defensive. It is also wise to give and ask for feedback, for
without feedback one can never be sure whether the message is understood. Its necessary to elicit
honest feedback, develop an atmosphere of trust and confidence and a supportive leadership style.
Listening is a skill that can be developed. To improve listening, stop talking when others are talking, put
the person talking at ease and indicate you want to listen, ensure there are no distractions, be patient,
control your emotions, go easy on your arguments and criticism and ask questions when necessary.
N.B: Always use the right channel to communicate, develop writing skills (MEMO, letter, circulars,
reports, and minutes), maintain office etiquette and understand the purpose of communication.
Questions
(a) Explain the functions of communication in an organization
(b) Describe the process of communication
(c) Describe the methods that can be used to communicate information to internal stakeholders
and to external stakeholders
(d) Discuss the ways in which communication maybe used to influence behavior of people at work
