INSTITUTE OF SURVEY AND LAND MANAGEMENT COMMUNICATION SKILLS 2020
COURSE CONTENT
1. INTRODUCTION TO COMMUNICATION SKILS
 Definition
 Importance or significance of communication
 Objectives of communication
 Communication process model
 Communication in organizations
 Channels of communication
 Planning for communication
 Principles of communication
2. TYPES OF COMMUNICATION
A. Oral or verbal communication
 Telephone communication
 Grape vine communication
B. Written communication
 Business letters
 C.V
 Memoranda
 Business reports
 Note taking
 Summary writing
 Easy writing
C. Non-verbal communication
 Body language
 Social communication
 Physical communication
3. MEETINGS
 Types of meetings
 Notice of a meeting
 The Agenda
 Minutes
 Team roles in meetings
 Committees
4. INTERVIEWS
 Interview process
 Conducting the interviews
 Types of interviews
5.
6.
7.
8.
PUBLIC PRESENTATIONS
READING SKILLS
SPEAKING SKILLS
LISTENING SKILLS
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Definition of Communication Skills
Communication is the transmission and reception of a message or idea from one party to another
in such a fashion that is mutually understandable.
Alternatively, Communication is the transmission of messages from the sender to the receiver in
such a way that is mutually understandable between two parties (the sender and the receiver).
Communication refers to a process of giving, receiving or exchanging (sharing) information,
opinions (views, thoughts) or ideas (facts about something) by writing, speaking or acting so that
the message (physical form, expressible) communicated is understood by the recipient/ audience
(2 or more people).
According to the definition, we note that Communication involves sharing a meaning. This
suggests that in order for Communication to be effective, the receiver and the sender of a
message must have a common understanding of the matter at hand otherwise it will be rendered
ineffective Communication. The receiver must understand the message sent to him or her.
The importance/significance of Communication Skills
1. Effective Communication is very essential for management to successfully perform its
functions in an Organization like planning, organizing, staffing, directing, controlling
etc.
2. Communication is a means by which people are linked together in an Organization to achieve
a common purpose.
3. With proper Communication between interested parties reduces the point of friction and
minimizes those that inevitably arise.
4. It is an essential ingredient in management-employee relations.
5. Group activity is impossible without Communication, because co-ordination and change
cannot be effected.
6. When there is proper Communication and sharing of information, the management makes the
employees more knowledgeable about problems and policies of the Organization.
7. Communication is dynamic force in shaping Organizational behavior.
8. Communication is a basis to analyze performance of Organizations. Subordinate reports can
be based on by management to analyze the Organizational performance.
9. Communication is a key in problem solving through negotiations in any Organization.
Objectives of Communication
1. To develop information and understanding among all workers.
2. To discourage misinformation, ambiguity and rumors.
3. To prepare workers for a change, methods or environment by giving them the necessary
information in advance.
4. To encourage subordinates to give ideas and suggestions for improving upon the product or
work environment, and taking these suggestions seriously.
5. To improve employee-management relations by keeping the Communication channels open.
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6. To encourage social relations among workers by encouraging inter Communication.
7. To impart information and to establish and maintain links with other people.
8. To facilitate and making feedback about performance and enable corrective action to be
made.
9. To enable managers to influence, direct, motivate and create a conducive working
environment for Organizational members.
10. To search for, establish and disseminate Organizational goals.
Reasons why people communicate in an Organization
1. To lay down rules and procedures.
Organizations have rules and regulations which are used to run them. These have to be passed on
from the management to the other people who work in the Organization through communication.
2. Give instructions.
In Organizations, communication is done when managers give instructions to their subordinate.
3. Give or receive information.
Communication is also used to pass on the messages from one party to another.
4. Exchange ideas.
It is through communication that we have an exchange of information between individuals and
the organization or amongst employees.
5. Announce plans or strategies.
Communication is used to pass on or announce plans and strategies of the Organization which are
going to be used to achieve the set organizational goals.
6. Compare actual results against a plan.
This is done through evaluation of the activities basing on what was planned and checking on the
deviations to improve performance.
7. Communication about individual roles and about the structure of the organization.
It is through communication that the organizational members can provide feedback.
8. To establish relations
People communicate in order to establish links (relations) with others. This can be achieved by
the use of verbal and non-verbal Communication methods. This may involve the use of
gestures like a smile, a nod, giving someone a hug, a wave which implies acknowledgement of
someone.
COMMUNICATION PROCESS MODEL
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Feedback
Sender
Encoding
Transmission
of Message
Reception
Decoding
Understanding
Noise
The communication process involves the sender, the transmission of the message through a
selected channel, and the receiver. The specific steps in the process include:
a) The sender of the message
Communication begins with the sender, who may want to communicate his ideas, needs,
intentions or other piece of information. The sender is the source of the message. He originates
an idea or thought and initiates the communication. The sender maybe one or more than one
person
b) Encoding.
This is the process inside the human mind in the form of motor skills, muscle system or sensory
skills that converts the sender’s thoughts in a form (symbols, gestures, words or some other
format of expression) which can be sent or transmitted from the sender of communication to
receiver.
The sender encodes the message in the form of words or gestures that he believes have the same
meaning or will convey the required meaning to the receiver.
c) Message.
A message is the physical form of the thought, which can be experienced and understood by the
receiver using any of the five senses of a human being. The message maybe oral whereby it is
heard, maybe written whereby its read by receivers, maybe felt by touch, maybe seen or even
tasted.
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d) Use of the channel.
A channel of the message refers to a way or medium through which information or message
travels. It bridges the gap between a sender and a receiver. The message may be Oral and it may
be transmitted through the face-to-face conversation, telephone and also through the television
for Oral communication. In written form through memos, notices, letters, reports, telegrams,
emails or through any form of gestures.
e) The Receiver.
The receiver is the person or group of people who receives the message from the sender. This is
the person for whom the message is intended. Since the message may take any form of the
senses, the receiver may also use any of his senses to receive the message. The receiver maybe
more than one person
f) Decoding.
This is the process inside a human mind by which the receiver interprets the message and
translates it into meaningful information. Decoding is a two-step process involving perceiving
the message and then interpreting it. Interpreting relays on the meaning by which the receiver has
drawn from the message.
g) Feedback
A feedback determines whether the message was clearly understood by the receiver and the
required action taken. So communication is not effective unless it is understood by the receiver.
Understanding refers to having a common mind on the message of both the sender and the
receiver.
The feedback to the sender completes the process of communication.
h) Noise hindering communication.
Noise is anything or any factor that interferes the accurate expression/transmission or reception
of a message. It may occur at any stage in the communication process. Noise may occur at the
sender that is idea formation or encoding stage, may occur in the transmission stage when the
message is destructed by sounds in the environment, may occur at the receiving stage when the
recipient does not pay attention or simply refuses to understand the message.
For example a noisy environment may hinder the development of a clear thought. Encoding may
be faulty because of the use of ambiguous symbols due to noise.
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Importance of feedback

Information obtained from the feedback can be used in decision making

Completes the communication cycle

Confirmation that the message was received

Used as a tool to assess whether the communication was successful

Feedback can be used as a motivation tool
TYPES/METHODS OF COMMUNICATION AND MEDIUM/CHANNELS
OF COMMUNICATION
When communicating there are several methods that can be used. Special care must be taken
when deciding on which method to use. This is because once a wrong method is used it may
have a disastrous effects. These methods may include Verbal (Oral) Communication,
Written Communication, Visual Communication and Non-Verbal Communication.
Media or channel is the means or ways of transmitting the messages from sender to the
receiver.
However, the main methods of communication are verbal, written communication and nonverbal. And the main Channels/Mediums of communication are Forms of communication
as shown below
1. Verbal or Oral Communication
This is communication by the word of mouth. It includes speaking to another person. It requires
carefully selecting appropriate words. It involves spoken words
Forms (Media of Oral Communication)
Over the telephone, face to face discussions, debates, interviews, presentations, meetings (formal
or informal), teleconferencing, video conferencing etc. The success of Verbal Communication
depends on one’s ability to listen carefully.
2. Written Communication
This is when a message being sent is displayed in writing. Written Communication is putting a
message in a print form. Written Communication unlike Oral gives communicators more time to
think about the message they are transmitting.
Forms (Media of Written Communication)
E-mails, letters, fax, notices, reports, memos, questionnaires, newsletter, employee hand books,
magazines, brochures, minutes, circulars, manuals etc.
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3. Non-Verbal
This is the process of sending and receiving messages without using words either spoken or
written. It is sometimes called a body language. Nonverbal Communication may involve
messages sent by facial expressions, tones of voice, gestures, eye contact, spatial arrangements,
and patterns of touch, expressive movements and other non-verbal acts.
Forms (Media of Non-Verbal Communication)
It’s divided into three. Environment, Social and Physical (facial expressions, tones of voice,
gestures, eye contact, spatial arrangements, and patterns of touch, expressive movements etc.)
4. Visual Communication
This is the expression or convergence of ideas and information using visual forms or aids. Visual
Communication supplements both oral and written communication.
Forms (Media of Visual Communication)
Map, Tables, Charts, Graphs, photographs, Diagrams etc.
N.B: Brief explanation on Interpersonal, Intrapersonal and Mass Communication
Interpersonal Communication
Interpersonal Communication occurs when two individuals are involved in exchanging
information, ideas, and opinions, feelings relating to personal, social, organizational, national
and international matters. This Communication maybe Oral, Written or Non-verbal. This is the
most common and most visible.
Intrapersonal Communication
Intrapersonal Communication is the process of sensing, thinking, perception, evaluating and
interpreting events or a message within self-mind of an individual. This is communication in
which a person communicates with himself or herself. For Intrapersonal Communication,
different persons may respond differently to a single message because of differences in their
perception and thinking.
Mass Communication
The process of transmitting messages to a large number of scattered audiences. Through Mass
Communication, information can be transmitted quickly to a large number of people who
generally stay far away from the sources of information. Mass Communication is done through
Radio, Television, Newspaper, Magazine, Leaflets etc.
Differences between Intrapersonal Communication and Interpersonal Communication
Meaning
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Intrapersonal Communication occurs when a person communicates with himself or herself while
Interpersonal Communication is the exchange of information, ideas, opinions etc. between two
persons.
Nature
Intrapersonal Communication happens in form of sensing, thinking, perception, evaluating and
interpreting within oneself while Interpersonal Communication happens inform of exchanging
and sharing of information or ideas between two persons.
Person involved
Only the communicator involved in the Intrapersonal Communication while two persons
involved in Interpersonal Communication
Information flow
Intrapersonal Communication, information does not go beyond person’s mind while with
Interpersonal Communication information goes from one’s mind to another mind
Media
Intrapersonal Communication does not require any media or channel while Interpersonal
Communication must use Verbal or Non-Verbal media
Visibility
Intrapersonal Communication is invisible while Interpersonal Communication is visible in
nature.
FACTORS TO CONSIDER WHEN CHOOSING A METHOD OF COMMUNICATION
The method chosen when communicating is very crucial. Therefore one needs to put into
consideration several factors.
1. Urgency of the message
The time necessary to prepare and transmit the message, considering its urgency is very
important. For example, in case of an urgent message informing a person about someone who is
sick, one can use a telephone.
In such circumstances, a phone call would be faster than a written message. If a fax machine is at
home, it can be an alternative means of quick communication. The problem maybe that a fax
message maybe received by anyone that is around at that time.
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2. The complexity of the message
The complexity of the message will be put into consideration when deciding on the channel to be
used if the message is to be understood without difficulties. For example, a written message
allows the use of diagrams, figures, workings, illustrations etc. which can be used to simplify any
complicated message.
In case where someone is travelling an area not familiar with, the instructions may be written
and this may include a map since the message of directing such a person may be complex by
using only words.
3. The need for confidentiality
In case of confidential information, one will not use a notice board to display information.
However, if the information is for public consumption, then the official notice board can be used.
Confidential information must be kept secret both in writing or typing and any other handling
that may be involved.
For example, if an employee is being dismissed from the organization, such is confidential
information. The information has to be written and verbal communication is also required. It is
done in person, not through a third party.
4. Sensitivity of the message
This refers to the message where there’s need for personal involvement. If the message is not
sensitive, then it can be handled with less care. For example, if an employee is receiving a
message of retrenchment, that is a very sensitive message which must be handled carefully. It
will require a face-to-face discussion with the people who are going to be retrenched.
5. The costs involved
The cost involved like stationery, costs in terms of time to prepare and send
message should be put into considerations. If a message requires a lot of details, it may not be
wise to use telephone since it will be quite expensive. It may be advisable to use a written
message. It may be cheaper to send a fax than send a letter by post office since you will save a
very important resource called time.
6. The distance
Distance in terms of how far the message is required to travel and in what condition it must
arrive is an important factor to consider while choosing communication method.
If the message has to travel a long distance from Uganda to USA, then maybe there’s a need for
a fast means of communication like the use of a fax or the use of a telephone.
If the distance is short then face-to-face communication can be easily used.
7. Recipient/ audience.
Who is receiving the message, appropriate language to be used and avoid slangs, the
relationship between the sender and receiver, physical location of the sender is an important
factor to consider while choosing communication method.
PLANNING FOR COMMUNICATION
Assignment One: Students should research and make notes on it. (not less than two pages)
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THE 7 Cs OF COMMUNICATION
The 7 Cs of effective communication include Completeness, Conciseness, Clarity,
Consideration, Concreteness, Consistence and Courtesy. These are referred to as Basic
Communication Principles or Principles of Communication or 7 features/characteristics
of effective Communication.
1. Completeness.
The message should have all the necessary details. Various questions can be asked including
What is to be communicated, why, where, when it is to be communicated and who the message
is targeting. You can write a notice inviting people for a meeting and forget to mention the date
or venue for the meeting. Such message is vague. It’s not complete.
You need to aim at giving a complete message which does not have gaps. Initiate the
communication process keeping in mind that the person at the receiving end does not know
anything about what you have in mind or what you are saying.
2. Conciseness
It is important to be brief in your communication. A brief and precise message gives a good image
about the sender of the message. This means that the person communicating has a clear mind.
Make the communication using simple and carefully selected words. You can use a few words
and phrases to come up with the message that you want to communicate. You need to be brief
and straight to the point. Only relevant facts should be included. Avoid repetition of sentences or
ideas.
3. Consideration
Plan carefully and try to understand the information needs of the recipient. Imagine the target
audience and have empathy. If you put yourself in their position, you should be able to
understand the message being communicated.
If the message is complex for the target audience, then you need to simplify it in order to be well
understood by the audience.
4. Concreteness
This is when facts or figures are availed so that the receiver is clear about the intended meaning.
The message should base on facts not ideas or guesses otherwise the receiver may fill the gaps
with his own meaning. Vague communication is very costly because it has to be clarified or may
lead to expense of fatal mistakes. For example “Arua is very far away and it takes a long time to
reach” This sentence is vague and not concrete. The concrete sentence can be written as “Arua is
600miles away and takes 14hours to reach”.
5. Clarity
The message a sender conveys to a receiver must be clearly understood. If a receiver of the
message does not understand it then communication is not effective. Clarity is therefore when a
message sent from a sender to a receiver is properly understood so that the required intention is
achieved. Clarity is best judged when the receiver is supposed to act on something, if the receiver
acts as required then the message has been well understood.
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Therefore the message should be clear to the recipient. Avoid use of jargons, technical words
which may not be understood by the reader. This implies there should be mutual understanding
between the sender and the receiver of the message.
6. Consistent
The message should be clearly written as a topic or subject for discussion, and the same message
should be in the introduction, body and conclusion. The message should not divert from subject of
discussion. You should write with one clear message in mind and consistently write about it from
the beginning up to the end.
7. Courtesy
The tone of the message should not be rude. The message should be communicated in a polite
manner. This means that the message should have a good tone and not be harsh. Politeness costs
nothing and yet it means a lot to the reader of your message. A harsh message discourages the
person reading the message, yet the message which is written in a polite manner encourages the
reader to read up to the end.
ORGANIZATIONAL COMMUNICATION
Communication is a heart or lifeblood of any Organization. Therefore, Organizations can hardly
survive without communication. In any Organization whether small or big the role of
communicating is very crucial. No Organizational activity can take place without it hence
making it paramount for all Organizations to embrace effective communication.
Its purpose in Organizations can be manifested in the following ways:






Conflict resolution
Organizing resources
Co-ordinating activities
Making decisions
Teamwork effectiveness
Motivational tool
TYPES OF COMMUNICATION IN AN ORGANISATION
There are three types of organizational communication:
 Formal and informal communication
 Internal and external communication
 Oral and written communication
1. FORMAL AND INFORMAL COMMUNICATION
Formal Communication:
This type of communication occurs by following the prescribed official rules and procedures of the
organization. Formal communication is governed by the established chain of command. Such
communication is associated with the formal organization structure and the official status or the
position of the communicator and the receiver.
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For example when the General Manager issues instructions to his subordinates, it’s a formal
communication due to his senior position in the organization. Written memo from a managing
director to his/her departmental heads to call a meeting. Forms of formal Communication are;
Departmental meetings, Conference, Memos etc.
Informal Communication:
Communication that does not follow any prescribed official rules or procedures of the
Organization. This is also known as Grapevine Communication. This Communication is based on
informal relations like friendship, membership of the same club, the same place of birth etc. and
therefore is free from all Organizational formalities, rules and procedures. Normally such
Communication is Oral.
Information passes through many individuals and covers a long making its origin obscure or
unknown. This is exactly like a grapevine where it is difficult to find the beginning and the end.
Characteristics of Informal or Grapevine Communication:
 Formation through Social relations
This Communication is born out of social relations which beyond the restrictions of the
Organization. Both Superiors and Subordinates interact freely like people at the same level. This
helps the superior to gather much information through this channel.
 Uncertain path
Since it is beyond the restrictions of the Organization, it follows no definite or particular channel
or path. Like a Grapevine, it moves in a zigzag manner. This makes it hard to know the source of
information.
 Possibility of Rumors and distortion
Responsibility for the true or false nature of Communication does not lie on any individual and,
therefore, not much attention is paid to its meaning while communicating leading to distortion of
the message. Consequently, the rumors keep floating.
 Quick relay
Informal Communication makes news spread like wild fire. Grapevine or Informal
Communication is faster than Formal Communication. Being Oral in nature, it has little or no
cost and can reach maximum number of people irrespective of their positions within a very
short time.
Advantages of Informal Communication

Fast and effective Communication
Under this Communication, the messages moves fast and their effect is equally great on the
people.
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
Free environment
Informal Communication is done in a free environment. There’s no pressure of any high official
in an Organization to the employee passing on informal Communication. The reactions of the
employees can easily be collected. Subordinates interact freely with their Superiors

Better human relations
Informal Communication saves the employees from tension. Freedom from tension helps the
establishment of better human relations. The relation between superiors and subordinates is
good. This also affects the Formal Communication.

Easy solution of the difficult problems
There are many problems which cannot be solved with help of Formal Communication. There’s
more freedom in Informal Communication which helps find solutions to difficult problems.

Satisfying the social needs of the workers
Everybody wants good relations with the high ranking officers at the place of work. Such
relation gives satisfaction to the employees and they feel proud. But this can be possible only
with the help of the Informal Communication.

Easy interpretation
The information given by the top level management under the formal system can easily be
understood by employees discussing it in Informal System. Therefore Informal system plays a
vital role to complete the work properly.

Improve interpersonal relationship
Cooperation and coordination in Informal Communication leads to improved interpersonal
relationship which is very much essential to carry out the business activity smoothly.
Limitations/ Disadvantages Informal communication
a. Unsystematic Communication
This kind of Communication is absolutely unsystematic, does not follow a particular path and it is
possible such information does not reach the person concerned or intended.
b. Unreliable Information
Most of the information received through this Communication is undependable and no important
decision can be taken on its basis.
c. Difficult to control
Produces divisions or groups and subgroups in an Organization. People involved do not follow
any rules and regulations as they depend on their own philosophy. All this may destroy the
control of the respective authority. Hence leading to low productivity of that Organization
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d. Distortion
Since Informal Communication does not follow any set of rules, it can transmit any kind of
information to any person without any respect or fear. It may spread wrong or distorted
news which may sometimes prove harmful even to the employees. So, it is the one of most
considerable disadvantages of Informal Communication.
e. Incomplete information
Information released from such Communication network or system is usually incomplete. So,
there is each and every chance of it to be misunderstood or misinterpreted.
f. Lack of secrecy
In Informal Communication, everybody can freely interact as there are no restrictions or rules.
Any secret matter is likely to be flashed without any problem or hesitation. This may cause a
huge damage to any Organization.
Characteristics of Formal Communication:
a. Written and Oral
Formal Communication can be both written and oral. Daily works are handled through Oral
Communication, while the policy matters require Written Communication.
b. Formal relations
This Communication is adopted among those employees where formal relations have been
established by the Organization. The sender and the receiver have some sort of
Organizational relations.
c. Prescribed path
This Communication has to pass through a definite channel while moving from one person to
another. For example, to convey the feelings of a worker to the manager, the foreman’s help has
to be sought. A foreman is one who supervises and directs other workers.
d. Organizational message
This channel is concerned with the authorized Organizational messages only and the personal
ones are out of its jurisdiction.
e. Deliberate effort
This channel of Communication is not established automatically but effort has to be made for its
creation. It should be decided or formulated keeping in view the objectives of the Organization.
Advantages of Formal Communication
 Easy source of information
In this type of information, the source of each information can easily be located. In case of any
clarity about the information at hand, its source can be referred to.
 Easy Communication System
The top level management communicates with their employees by using formal downward
Communication system. Again the employees Communicate with their higher authority by use of
this system. It is very much easy to Communicate with each other.
 Permanent record
The copy of Formal Communication is always preserved in the file and it is used as future
reference. As a result, it is easy to seek the copy of it if necessary.
 Orderly flow of information
The information has to pass through a definite route or path from one person to another. Hence
the flow of information is systematic.
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 Increase overall efficiency
This type of Communication is used by following the predetermined rules so it increases the
Overall efficiency of the Organization
 Free from mistakes
Since Formal Communication has a well-defined rules and regulations. So, there is a little chance
of mistakes in exchanging information within the employees
 Maintenance of discipline
Under the Formal Communication system the workers are bound to be careful to their own duty.
So ultimately it makes discipline in the Organization.
Disadvantages or limitation of Formal Communication:
1) Overload of work
In a modern Organization much information, many messages and other things have to be
communicated. Under Formal Communication, they are routed through a definite channel and
this consumes much of the time of the superiors and thus some other important works are left
unattended.
2) Loss of faith in Communication.
The officers or managers do not pay much attention to the suggestions and complaints of the
subordinates. In such a case a subordinate may lose his faith in the effectiveness of
Communication.
3) Wastage of time
Top level management communicates with their employees by maintaining the board of
succession or Organizational chain of command, not by-passing any executive or any level. That
is why it takes a lot of time and it wastes much time of the concerned person or people at lower
level.
4) Authoritarian attitude
In this system of Communication, the sender is higher authority in most times and the receiver is
lower staffs. Generally the superior’s order or directive cannot be disobeyed. It creates an
authoritarian culture in the Organization.
5) Inflexibility
Ordinarily the Formal Communication is inflexible. If somebody out of the channel intends to
change his views it is not possible. Even when it is needed to change, it is very much difficult.
6) Lack of creativity
Another drawback of Formal Communication is lack of creativity observed among the
employees. Lower level employees become more interested to comply with the instructions of
the authority. Creative thinking not encouraged at all.
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N.B
Formal Communication Channels in an Organization
Types of Formal Communication are; Memos, Meetings, Conferences, Bulletin Boards,
Handouts, Letters, Presentations, Speeches, Notice Boards, Organizational blogs, Emails from
managers and leaders. (Examples of Formal Communication channels in an Organization)
Formal Communication forms/ Types of Direction in Formal Communication/Directional
Communication/Communication flow in an Organization/ Formal Line of Communication in
an Organization
 Downward Communication
 Upward Communication
 Diagonal Communication
 Horizontal Communication (Crosswise Communication)
Informal Communication Channel in an Organization
Requires you to explain Grapevine Communication (Check notes ahead plse)
Types or forms of Informal Communication
Requires you to explain the four types of Grapevine Communication (check notes ahead plse)
2. INTERNAL AND EXTERNAL COMMUNICATION
INTERNAL COMMUNICATION
Internal communication refers to the flow of information to the internal participants or
employees of an organization. It happens only within the organization. The main purpose of
this communication is to ensure smooth functioning of organizational activities. Internal
communication may be of two types: Vertical communication and Horizontal communication
(Directional Communication.)
Vertical Communication. When information flows between superiors and subordinate of an
Organization, it is known as Vertical Communication. Vertical communication can be of three
types: Downward communication, Upward communication and Diagonal communication.
 Downward Communication: Downward Communication occurs when information
flows from superiors to subordinates. Through Downward Communication, superiors
send Organizational goals, policies, job assignments, orders, instructions etc. to their
subordinates.
 Upward Communication: Upward Communication occurs when information flows
from subordinates to superiors. Through Upward Communication, subordinates convey
their responses, reactions and performance feedback to their superiors.
 Diagonal or Cross Communication: Diagonal Communication occurs when
information flows between persons at different levels who have no direct reporting
relationships. Diagonal Communication is used to speed information flow, to improve
understanding and to coordinate efforts for the achievement of Organizational goals.
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Horizontal Communication. When information flows among persons holding the same position or
rank in the Organization, it is called Horizontal Communication. E.g. Heads of Departments
The following are the importance or advantages of Internal Communication:
1) Better Understanding
Good Internal Communication improves the understanding between the employer and
employees. If the employers are always open to their employees on the developments and
challenges in the Organization, chances of any misunderstandings between the two
becomes minimal.
2) Greater Efficiency
Internal Communication enables the management to instruct the supervisors and subordinate
staff about any change of policy. As a result, the efficiency of workers increases.
3) Effective Co-ordination
The employees can co-ordinate more efficiently in the presence of good Internal
Communication system. For example, if there is increase in sales then the marketing
department can inform production department to increase its production.
4) To Avoid Losses
Proper Internal Communication system enables employees to inform the management about
any breakdown of machinery or other shortages so that management can take action in time
and avoid any possible losses.
5) Motivation
Helps to motivate the employees of an Organization. Internal Communication provides good
relationship among high ranking officials and subordinates. By the fact that the subordinates
communicates to high ranking officials, they feel motivated in that they are part of the
decision making process.
6) Control
One of the most important functions of management is controlling. Due to effective Internal
Communication system such control is possible.
7) Mutual trust
For the smooth functioning of an Organization and for higher productivity there must be
mutual trust between management and employees. Successful Internal Communication
system can ensure mutual trust.
8) Develop the managerial efficiency
To run the business effectively and efficiently a manager must have the proper knowledge
regarding the resources of the Organization. The Internal Communication can provide
such knowledge.
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EXTERNAL COMMUNICATION
When an Organization communicates with parties outside it or external entity, it is called
External Communication. External parties include Customers, Suppliers, Investors, Bankers,
Insurance companies, Government agencies, Local communities etc. the main purpose of
external communication is to exchange information with the outside parties.
External Communication refers to exchange of information or messages between a particular
Organization or office and outside persons or Organizations. For example communication
between customers and suppliers, Government agencies and Organization etc.
The following are the importance or advantages of External Communication:

Good Reputation
Effective communication with customers and other business enterprises enables a company to
establish a good reputation. This increases prestige of that company.

Improvement in Public Relations
When a company communicates with the general public to keep them informed about its
activities and services then more people become interested to deal with that company.

Choice of Customers
A company can get the information about the likes and dislikes of customers through External
Communication. This information helps the company to produce goods according to the choice
of customers.

Negotiations with Government Departments
The business Organizations are required to deal with licensing authorities, foreign trade offices,
customs authorities, banks and other financial institutions, income-tax and VAT offices etc.
Quiet frequently they find themselves in formidable and trick situations that can be handled only
through tactful negotiations and negotiation is nothing but communication.

Job Requirements
Some areas like personnel, public relations, marketing, sales, and labor relations call for
exceptional Communication Skills. Editors, writers, teachers, advocates, researchers also need a
highly developed ability to communicate.
Executives are also expected to make speeches, give interviews to the media in order to project a
favorable image of their Organization. Thus the ability to communicate effectively has become
an important job requirement.
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
Better Business Prospects
Due to good communication, company can attract more customers. The company can increase
the sale of its products.
Differences between Internal Communication and External Communication
Purpose
Internal Communication main purpose is to exchange information of various departments and
division of the Organization while External Communication is done mainly for maintaining
relationship with external parties.
Types
Internal Communication has two types: Vertical and Horizontal Communication while External
Communication has no such classification.
Distance
Internal Communication has no significant distance between the sender and receiver while
External Communication there is significant distance between sender and receiver.
Frequency
Internal Communication occurs frequently in performing Organizational activities while External
Communication occurs less frequently than Internal Communication.
Coverage
Internal Communication coverage is limited within the Organization while External
Communication coverage is broad with external bodies.
3. ORAL AND WRITTEN COMMUNICATION
Explained in the notes ahead you can check
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LINES OF COMMUNICATION IN AN ORGANIZATION.
Depending on which kind of information to be communicated and the level of the person sending
or receiving the information, there are always clear lines of Communication. This is more evident
in larger Organizations where Communications seems to be more complicated than in small
Organizations of just a few people and few Communication problems are likely to arise.
Organizations usually draw an Organization chart or structure, which makes these lines of
Communication quite clear and easier. The chart also shows the directions through which
information can flow depending on where it is originating and who is receiving it. Organizational
structure clearly indicates chain of command. Another phrase for Lines of Communication is
Information flow in an Organization or directional Communication or
Formal Communication forms/ Types of Direction in Formal Communication/Directional
Communication/Communication flow in an Organization/ Formal Line of Communication in
an Organization
The lines of Communication in an Organization include:
1. Downward Communication
Downward Communication is common in most Organizations. The information flows from
people at higher levels to those at lower levels in Organizational hierarchy i.e. from Superiors to
Subordinates at different levels of Organization. This kind of Communication exists especially
in Organizations with an authoritarian atmosphere. The Communication can be Oral or Written.
The kinds or types of media examples used for Oral Downward Communication include
instructions, speeches, meetings, interviews and the telephone. Examples of Written
Downward Communication are memorandum, letters, handbooks, pamphlets, policy
statements etc.
Information is often lost or distorted as it comes down the chain of command. Top management
issuance of policies and procedures does not guarantee Communication. Many directives are
not understood or even read. Therefore, a feedback system is essential for finding out whether
information was perceived as intended by the sender.
Objectives or importance of Downward Communication
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To give specific directives about the job being entrusted to a Subordinate.
To explain Policies and Organizational procedures.
To praise Subordinates of their performance.
To inform subordinates the significance of their job in relation with Organizational goals.
Limitations of Downward Communication
 Under-Communication and Over-Communication
A superior may either talk too little or too much in message to be transmitted. For UnderCommunication, they communicate the decisions but withhold relevant background information
about how those decisions were arrived at. Under-communication may also involve incomplete
instructions, which will lead to unsatisfactory performance. Over-Communication or talking too
much on the other hand may lead to leakage of confidential information or secrets of the Org.
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 Delay
The lines of Communication in Downward Communication System being very long, transmitting
information to the lowest worker is a time consuming process. By the time information reaches
him (lowest worker), it may have lost much of its significance or it may have caused damaging
delay.
 Loss of information
Unless the Communication is fully written, it is not likely to be transmitted downwards in its
entirety. Part of it is most certain to be lost. It has been experimentally verified that only 20
percent of the Communication sent downward through five levels of management finally gets to
the workers at lower level.
 Distortion
In long lines of Communication, information is not only lost but even distorted. Exaggerating,
making under-statements, giving unconscious twists to facts are part of human nature. Whenever
a piece of information passes on from one person to another, it losses a little of its authenticity
 Builds-in resistance
The subordinates do not get any opportunity of participating in decision-making process. They
are expected to receive policy decisions and directives without questions which sometimes
results into resistance at lower level due to unfavorable policies.
2. Upward Communication
Upward Communication information travels from Subordinates to Superiors and continues up
the Organizational hierarchy. It’s the channel of Communication that facilitates the flow of
information from lower levels of management to the top levels of management in the
Organizational hierarchy. Unfortunately managers in the Communication chain who filter the
messages and do not transmit all the information especially information not favoring them to
their bosses often hinder this line of Communication.
In this kind of Communication, the top management is able to know what lower-employees are
thinking about the Organization and its policies etc. Upward Communication is primarily nondirective and is usually found in participative and democratic Organizational environments.
Typical means for Upward Communication besides the chain of command are suggestion
systems like suggestion box, appeal and grievance procedures, complaint systems, labor unions,
group meetings etc.
Effective Upward Communication facilitates an environment in which Subordinates feel free to
Communicate. Since the Organizational climate is greatly influenced by upper management, the
responsibility for creating a free flow of Upward Communication rests to a great extent.
Importance of Upward Communication
 Providing feedback
Upward Communication provides management with necessary feedback. The management is
also able to ascertain whether the directives issued to the lower staff have been properly
understood and followed. It also gets valuable information on what the employees think of the
Organization and its policies.
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 Constructive Suggestions
Often employees offer constructive suggestions to promote the welfare of the Organization.
Some of these suggestions when implemented definitely prove beneficial.
 Easier introduction of new schemes
Since the employees feel themselves to be party to the decision-making process, it helps the
Organization to introduce new schemes without being antagonized by employees. They not only
willingly lend their concurrence and support to any new scheme floated by management but take
extra pains to make a success of it.
 Greater harmony and cohesion
Upward Communication acts as a kind of lubricant. It makes the atmosphere in the company
Pleasant and creates greater harmony, cohesion between management & the employees.
 Redress of employees grievances
Upward Communication gives the employees an opportunity to present their problems and
grievances. The genuine and pressing urgent grievances are redressed and those problems which
cannot be immediately solved, makes employees feel light after having talked about them.
Limitations of Upward Communication
 Employees are usually reluctant to initiate Upward Communication. The managers might
keep their doors open, but they cannot force the employees to walk into their room.
 Sometimes in the process of Upward Communication, workers at lower level become too
bold, ignore their immediate Superiors and directly approach the topmost authorities with
their suggestions or complaints. Hence the relationship between the workers and their
immediate Superiors get strained.
 Upward Communication is more prone to distortion than Downward Communication.
Distortion is deliberate. Some managers lose their tampers when confronted with unpleasant
facts. So information particularly of that sort is suitably edited before they present it to their
bosses or topmost authorities.
Overcoming problems of Upward Communication
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Suggestion boxes
Task teams to identify and solve problems
Inviting subordinates to meetings
Subordinates making presentations to top management about issues of concern
Employee audit which reveal how employee feel about their jobs and Organization
Detailed examples of different Upward Communication channels/means in
an Organization:
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Suggestion boxes
This is an avenue for getting ideas, suggestions and complaints from subordinate staff in an
Organization. Boxes are fixed in locations easily accessible by staff where they can send the
suggestions without fearing reprisal from supervisors
Meetings
Group meetings can be held in which free expression of issues is encouraged. Meetings can also
be one to one. Meetings can be used either to receive information only or to cause discussions
and agree on decisions.
The grievance procedure
Written policy, setting out the steps the management and employer should follow to resolve a
grievance.
Many Organizations have procedures through which an aggrieved subordinate may present their
grievances against their superiors. They are means of dispute resolution that can be used by the
Organization to address complaint by its employees. These channels enable subordinates air their
views or raise complaints that must be addressed by management.
Grapevine
Although management may be reluctant to feed and cultivate the Grapevine, it should always
listen to it. Grapevine is spontaneous and natural phenomenon that serves as a means of
emotional release and provides management with significant clues concerning the attitudes and
feelings of Organization members.
Labour Union
An organization that represents the collective interests of employees. Labor unions help workers
unite to negotiate with employers over wages, hours, benefits, and other working conditions.
The primary purpose of the labor union is to convey to management the feelings and demands of
employees. Collective bargaining sessions constitute a legal channel of Communication for any
aspect of employer-employee relations. Certain grievance procedures are through labor union.
3. Diagonal Communication / Crosswise Communication
Diagonal Communication occurs when information flows between persons at different levels
who have no direct reporting relationships. Diagonal Communication is used to speed
information flow, to improve understanding and to coordinate efforts for the achievement of
Organizational goals.
4. Horizontal Communication
Flow of information with people on the same or similar Organizational levels or status. E.g. A
meeting of only departmental heads. The senders and receivers can be in the same departmental
heads or in different units. The common link is to share information and co-operate.
This kind of Communication is used to speed up information flow, to improve understanding,
and to coordinate efforts for the achievement of Organizational objectives.
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Crosswise Communication can also be applied in the form of Written Communication. Modern
Organizations use a lot of Oral and Written Crosswise Communication patterns to supplement
the Downward and Upward flow of information.
Communication Channels within an Organization
Communication channels are the means through which people in an organization communicate.
Thought must be given to what channels are used to complete various tasks, because using an
inappropriate channel for a task or interaction can lead to negative consequences. Complex
messages require richer channels of communication that facilitate interaction to ensure clarity.
Face-to-Face or Personal Communication
Physical presence, the tone of the speaker's voice and facial expressions help recipients of a message
interpret that message as the speaker intends. This is the best channel to use for complex or
emotionally charged messages, because it allows for interaction between speaker and recipients to
clarify ambiguity. A speaker can evaluate whether an audience has received his message as intended
and ask or answer follow-up questions.
Broadcast Media Communications
TV, radio and loud speakers all fall within the broadcast media communication channel. These types
of media should be used when addressing a mass audience. Businesses seeking to notify customers
of a new product may advertise or do promotions using a broadcast channel. Similarly, a CEO may
do a global company address by having a television feed broadcast across global sites.
Mobile Communication Channel
A mobile communication channel should be used when a private or more complex message needs to
be relayed to an individual or small group. A mobile channel allows for an interactive exchange and
gives the recipient the added benefit of interpreting the speaker's tone along with the message. Some
within an organization may opt to use this channel versus a face-to-face channel to save on the time
and effort it would take to coordinate a face-to-face meeting.
Electronic Communications Channels
Electronic communication channels includes email, Internet, intranet and social media platforms.
This channel can be used for one-on-one, group or mass communication. It is a less personal method
of communication but more efficient. When using this channel, care must be taken to craft messages
with clarity.
Written Methods of Communication
Written communication should be used when a message that does not require interaction needs to be
communicated to an employee or group. Policies, letters, memos, manuals, notices and
announcements are all messages that work well for this channel. Recipients may follow up through
an electronic or face-to-face channel if questions arise about a written message.
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BARRIERS TO EFFECTIVE COMMUNICATION
The following are some of the common barriers to Communication that result to information failing to be
communicated effectively.
a) Lack of planning
Many times people start talking and writing without planning their Communication. They do not
think through the message and organize it to come out perfectly. Therefore lack of planning the
Communication is a barrier to Effective Communication.
b) Unclarified assumptions
At times, there are certain assumptions attached with the message and that need to be clarified
and understood. Failure to do so makes the communication process ineffective. This maybe
deliberate or accidental. For example;
The person who sells food at a restaurant may say that “the food is better “. This would be
ambiguous. Food is better than what? Such words like better, we sell for less (meaning less than
what?); are ambiguous. They do not clearly bring out the intended message hence being a
barrier to Effective Communication.
c) Use of jargon/slang
This refers to the use of words which are not common to the audience like veg, yop, see ya .
This will lead to the distortion of the meaning of the message, or it can lead to
misunderstandings of the message. Hence being a barrier to Effective Communication.
d) Loss by transmission and poor retention
At times there’s poor retention of the message with a series of transmission from one person to
the next, the message becomes less and less perfect. In other words the original message
becomes distorted. This leads to barrier to Effective Communication.
e) Noise
Noise refers to anything that interferes with accurate transmission or reception of a message.
This can be in four forms. It can be Physical, Semantic, Technical and Psychological noise. An
example of the physical noise is the sound of heavy rain during lecture. Noisy environment like
Generator sound may hinder the development of a clear thought. Hence barrier to Effective
Communication
f) Lack of credible presenters
When the presenters of the message lack credibility, then the message will not be appreciated by
the audience, for example if the presenter is famous for telling lies, the audience will not take
him seriously even when he is telling the truth. This is a result of having lost his credibility as far
as telling the truth is concerned. Hence leading to Effective Communication barrier
g) Language barrier
The language used to transmit the message may not be common to all the audience and this can
be a barrier to Effective Communication.
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h) Poor listening skills
Many people are poor listeners. They do more talking than listening and they are always busy
thinking about what they are going to say instead of paying attention to the presenter hence
leading to Effective Communication barrier.
i) Information overload and under load
The message may contain too much information so it’s hard to pick out the important points.
This is called information over load. On the other hand, the message may contain too little
information to be useful. This is called information under load.
j) Glitches
Electronic Communication is prone to glitches. Computers crash, mobile phones may not pick up
a signal or there’s congestion in the network system. A glitch is sudden malfunction or fault of
equipment or device.
k) Ignorance of the medium
The use of a medium with which the audiences are not familiar would turn the medium itself into
a barrier. For instance, the use of visual media like maps and charts to instruct workers who have
not been taught to read maps and charts would make the workers feel isolated immediately.
l) The source of Communication
If the receiver has a suspicion about or prejudice against the source of Communication, there
is likely to be a barrier to Communication. People often tend to react more according to their
attitude to the source of facts than to the facts themselves being presented.
Conclusion
Communication barriers are the ones you should always avoid. If you are a manager of an
Organization, you should know each and every Communication barrier and remove them
from corporate culture.
Encourage others to avoid Communication barriers by educating them. With
Communication barriers, neither the management nor employees will not be able to achieve
what they want
Assignment 1: Write detailed notes on Planning for Communication (not less than two pages)
Measures to Overcome Communication Barriers
The following are some of the measures which may be adopted by management to overcome the
Communication barriers and maintain the effectiveness of Communication.
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
Use the right Communication channel
The channel and method of Communication should be chosen carefully to suit the particular
Communication needs. Don’t send an email if it is quicker to pick up the phone or go and talk
to the person. Hence overcoming Communication barrier by eliminating a wrong
Communication channel

Communicate according to the need of the receiver
The sender of Communication should prepare the structure of the message not according to
his own level or ability but he should keep in mind the level, understanding or the
environment of the receiver.

Ensure proper Feedback
The purpose of feedback is to find out whether the receiver has properly understood the
meaning of the information received. In the face-to- face Communication, the reaction on the
face of the receiver can be understood. But in case of written Communication or some other
sort of Communications some proper method of feedback should be adopted by the sender.

Be a good listener
It is the essence of Communication that both the sender and the receiver should be good
listeners. Both should listen to the each other’s point of view with attention, patience and
Positive attitude. A sender can receive much relevant information by being a good listener.

Improve human relations
All efforts should be made to improve human relations within the Organization. This will
automatically reduce or eliminate behavioral barriers to Communication encouraging cooperation in place of friction and by improving personal relations between mg’t and staff.
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Overcoming Distrust
This can only be overcome by creating trust which is quite a difficult process. If somebody
distrusts another for various reasons, the reasons must be overcome so that credibility is
restored. Restoring credibility is a long term thing that involves building confidences through
understanding, discussing issues and creating an atmosphere of trust. A person who is
distrusted has the burden of proving that he is trustworthy by doing those things that will
reflect trust.

Planning
It is important that before any Communication is done, the sender plans well in advance what
he wants to say, why he is saying it, how he will say it. He should also anticipate the
receiver’s reaction to it. Planning enables a person not only to anticipate reactions of a
receiver, but set priorities and organize one’s Communication processes and needs.
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
Overcoming physical Noise
Noise should be eliminated and this should be the best way of dealing with it. If say it is a
machine, it can be switched off or those communicating can move away. There may be some
other distracting environmental factors which should be avoided by elimination or moving
away.

Overcoming differences in language
It is important that simple, direct, natural language is used in Communication. Technical
Terms should be explained. Restating important parts of discussions or meetings may
be useful. It’s useful if receivers are encouraged to ask questions and seek clarification
of difficult terms or concepts.
TYPES OF COMMUNICATION
I.
ORAL OR VERBAL COMMUNICATION.
Oral communication is the verbal transmission of the messages or information from one party to
another. It is also known as Communication by word of mouth. It may be face-to face or not.
It can be formal or informal.
Below are some forms of Informal Oral Communication.
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Face to face conversation.
Telephone conversation.
Discussions etc.
Below are some forms of Formal Oral Communication.
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Classroom lectures.
Interviews.
Presentations at business meetings.
Speech at a ceremony.
Conference/seminars.
Meetings.
Radio broadcasts.
Announcements over public address system.
Advantages/Merits of Oral Communication
1. Less expensive
It saves money as no stationary like pen, paper, stamp or gadgets like Computer required for
the message to be created. It saves time; in a number of cases where action is required to be
taken immediately, it is best to transmit a message orally.
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2. Immediate feedback
Immediate feedback or response is obtained. The speaker or sender of the message can get
immediate feedback on whether it is creating a favorable impression on the receiver or whether
the receiver will protest it or whether the receiver has clearly understood its meaning, he can
adjust his message accordingly.
3. Personal contact
It develops personal contact, which is essential and valuable for smooth working. Personal
Contact helps to promote friendly relations between the parties communicating with each other.
4. Motivation
In Oral Communication system, top executives and sub-ordinates staff can sit face to face and
exchange their views directly. Therefore the sub-ordinates get motivated because their views will
have been heard by the top Organizational management.
5. Persuasive
Oral Communication is a more powerful means of persuasion and control. Therefore the top
management of an Organization would prefer to transmit messages orally.
6. Correction of errors
If any error is expressed at the time of Oral Communication, it is possible to rectify it at that time
or within a very short time
7. Informal Communication
In Oral Communication, no need to maintain such formalities which are needed in Written
Communication. So it is easy and quick way of Communication in an Organization.
8. Useful for all kinds of audiences
Oral communication is very useful for addressing literate, semi-literate, and illiterate masses. All
Kinds of audiences are catered for with Oral Communication.
9. Flexibility
By the demand of the situations, oral instructions can be easily changed since formalities are not
necessary. It is much flexible and effective.
10. Easiness
Oral Communication is an easy method of Communication. It needs little preparations to send a
message. No need of pens, pencils and other writing equipments which are needed in
Written Communication.
11. Shades of meaning with tone variations
With variations in the tone, pitch and intensity of voice, the speaker can convey shades of
Meaning, which he would not be able to do through Written Communication.
Disadvantages/Limitations of Oral Communication
1. Lack of accountability
A speaker or a listener cannot be held accountable for any vocal message. As anyone can claim
or disclaim having said or heard something.
2. No record
Oral Communication, it is impossible to preserve the message for future references. Even if
recorded on the tapes, the tapes get corrupted easily.
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3. No legality
No legal validity of the oral message since there’s no proof or evidence. As the oral messages can
be easily denied if the situation goes against the speaker. Unless they are taped and made part of
permanent records
4. Limited use
The scope of usage of Oral Communication is limited. It is not suitable for lengthy messages. It
Should be used for short messages
5. Expensive
It is also an expensive media of communication. Sometimes the audience may need to be
mobilized by paying for them transport and sitting allowance costs. On the other hand
technological devices such as Projector, Computer, Public address system used are
costly.
6. Easily forgotten
What is conveyed orally cannot be remembered for a long time as human memory is short.
Hence it is easily forgotten. Since these messages are nowhere to be found in the record books,
we cannot refer back to them in the future.
7. Lack of secrecy
In Oral Communication, the important and secret information may be disclosed.
8. Wrong feedback
Spontaneous responses may not be carefully thought about and this means that a wrong feedback
may be transmitted.
TELEPHONE COMMUNICATION
A telephone one of the Oral Communication form is an essential technology in any
Organization. For example, the person working at the reception will use the telephone to
communicate with people in various departments in the whole Organization and Customers.
If the telephone technology is improperly used, it can cause client dissatisfaction or loss of
customers. Telephone technology can create the illusion that you are running a much bigger
operation you actually are. But if you do not use the technology properly, you will create instead
the illusion of incompetence. Spend more time practicing and does this as often as necessary to
help you remember that little- used procedures.
Everybody has tough days. Before picking up the telephone, smile. It will help a voice sound
pleasant even if not feeling pleasant.
General Telephone technique hints
1. You should know why you are making the call. This means that you should plan your
message with reference to the target audience in mind, and have the right telephone number
at hand.
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2. Know what results you are aiming at. This means that you should give a clear message if you
are going to get the precise feedback.
3. Know to whom you should be talking. Having a target audience in mind enables you to plan
a relevant message and to communicate it in the shortest possible time.
4. Also you should be organized and know what you want to say, and the order and manner in
which you want to say it. You need to make a checklist of points in logical, persuasive, and
tactful order. This will be a very useful reminder. You can cross off points as you cover them
so that you can end the conversation confident that you have not missed something you
meant to say.
5. Have a quiet place when you are making the call. You should not be distracted or disturbed
once you have dialed.
6.
The cost of the call rises with the time you are spending on it. Your phone call should be
well planned so that you spend as little time on the call as possible and yet you make the call
as satisfying as possible. You have to be consistently courteous throughout your call.
7. You need to identify your Organization, name and function. This enables the receiver of the
message to quickly make out whom he is communicating to. Identification of the person you
are calling and making alternative arrangements e.g. leaving the message if you do not get
the person you intend to talk to
RECEIVING AND INITIATING A TELEPHONE CALL
1. GUIDELINES FOR RECEIVING A TELEPHONE CALL
a. Answer the telephone by first or second or third ring
Some people consider the seriousness of the Organization according to the number of times a
telephone rings before it is picked. Receptionists are trained not to have the telephone ringing
more than three times before they pick it. The good receptionists are able to pick the phone after
the first or second ring.
b. Make sure your greeting is professional
It’s important that your greeting is friendly, politely and professional. Don’t answer the telephone
and try to speak with food in your mouth. It is unprofessional to speak on the telephone when you
are eating food and it is embarrassing to the Organization and therefore should not be done.
Establish if your response to phone calls is professional by recording your voice and playing it
back. Does it sound professional? Do you greet people politely? Do you leave them with
instructions on what to do?
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c. Be prepared before you answer the telephone.
Have a pencil or pen along with a writing pad near your telephone so that you can write down
important information such as their Name, Telephone number and their message. When speaking
to them use their names during conversation.
It’s advisable to have message pad where you can always keep all the messages.
d. Introduction
When you pick up the call (receiver), first introduce the company, the department and even
yourself. You could say “MK Surveyors ltd, Valuation department, Francis speaking”.
e. Be an active listener.
You can be an active listener by writing down important information. Do not interrupt the caller.
Ask them to spell their name if you are not sure. Ask them when it is the best time to call them
back and this should be indicated in your messages pad.
f. Call back where necessary.
If you answer the telephone and someone wants to ask you some specific questions but you are
not prepared because their file is in the other room or in the file cabin, just say, “ Iam in the
middle of something at the moment, can I call you right back?” This will give you a chance to
collect the materials you need and when returning their phone call you are now prepared to
speak.
This is a more controlled situation. If the caller insist on holding on, just say, “Please give me a
moment to get your file”, or “please hold on a moment, I will get back to you”.
N.B: If you put someone on hold do not make him wait more than 60 seconds.
g. Check your messages frequently.
You can for example check your messages twice in the morning and twice in the afternoon. If am
in the middle of a class teaching, students are the most important priority. I will call friends at
break or when I get home. Use of a Company telephone to make personal calls should be
planned outside office hours unless if the message is urgent and very important.
Remember when you are busy on the Organization’s telephone, you are denying many clients an
opportunity to give the Organization business. Some people will try your line and find it engaged
many times and they will end up going to your competitors. Learn to fight competition by
providing a quality service.
h. Return telephone calls promptly
Many people do one of the most unprofessional things which are not returning phone calls. It’s
always recommended to return phone calls promptly and the person expecting the call will be
pleased otherwise he or she will be disappointed.
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2. GUIDELINES FOR INITIATING THE TELEPHONE CALL
a. Prepare your points
Before you make a call, it is important to make a short list of important items you want to discuss
during the telephone call. Many people regret for having wasted time when the telephone goes
off and they have not mentioned very important messages. This means that there is lack of good
knowledge of adequate telephone skills.
b. Receiver’s self-introduction
When somebody picks up i.e. receiver at the other end, wait till he has introduced himself to make
sure that you have got the right person on the line. Or you can introduce yourself and ask for the
person you would like to talk to.
For example, “iam Muwonge Jacob, from Institute of Survey, Department of Cartography. May I
please speak to Mr. Kasozi Alex? “
c. When speaking on telephone try to smile.
When we smile and change our facial expressions, it affects the sound of our voice. The tone of the
voice can greatly be affected by the manner we use our facial muscles.
d. Do not speak too fast.
Some people naturally speak very fast. Slow down while delivering your message especially
when you have a complex accent
e. Slow down while saying your telephone number.
This is the biggest problem we get when people leave their telephone numbers. Listen to the
radio or television when the narrators are giving the telephone numbers. People state their
telephone numbers very fast. You do not expect the person receiving the message to work like a
machine. Say the numbers slowly, and place a pause somewhere in the sequence of providing
your number.
f. Give your company name and title
Describe to the person in a few sentences who you are, which company you are with and why
you are calling.
g. Let them know when to call you back
Leave a date, time and preferred telephone number to people. They can’t return your telephone
call if you don’t leave your telephone number. Providing them with the preferred time to call
back makes it much easier for them. If the preferred time is after office hours, then remember to
give your residential telephone number. The telephone number should be written down, never try
to memorize the telephone number in your head.
h. Acquire adequate telephone skills
People do judge you by the tone of your voice and what you say. If you sound unprofessional in
your message, they may not return your telephone call. Also do not leave very long messages
because they will stop listening. A telephone message should be precise, clear, correct, courteous
and comprehensive.
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Advantages of the Telephone Communication

Saves time
One of the most obvious advantages of the telephone is that it saves time. If the telephone
service is efficient, it enables a person to have instantaneous communication.

Immediate feedback
On the telephone, it is possible to get immediate feedback. This is the only proof to the
sender of the message whether the receiver understood the message or not

Easy and available means of Communication
Communication through telephone is really very easy and available because most of people
now use telephone, anytime and anywhere you can connect to any one if you have the
number of your expected person.

Distance is not a matter
Distance is not a matter for communication if you have a telephone. You can communicate
with a person even if he stays other side of the world. Can communicate no matter what
the distance is.

Overcomes physical appearance barrier
A phone call can reach to any location where there is barrier for physical appearance.
For example hard to reach places physically.
Disadvantages of the Telephone Communication

In a telephone conversation, the people communicating with each other have to depend
entirely on their voices to convey the message because they cannot see each other. They
cannot use facial expressions and gestures to create mutual understanding.

The receiver of the telephone message has only one chance to receive and study the message.
He cannot go over it again and again as he could do with a Written Communication.
Similarly, the caller has also only one chance to give the message. There’s hardly time to
think about the message hence leading to likelihood of miss-communicating or missing vital
fact.

No permanent record
A telephone message does not provide a permanent record for legal purposes, although to
overcome this disadvantage, it is now becoming a usual practice to tape important messages
which is an extra expense.

Network problem
Because of network problem, the voices at times are not clearly heard. This is one of the
hindrances to communication.
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GRAPEVINE COMMUNICATION
Definition
Grapevine Communication is a form of Informal Communication in an Organization that is
usually based on rumors. In an Organization setting, Grapevine Communication is prevalent at
the lower levels of an establishment or Organization.
Alternatively, Grapevine Communication can be defined as an Informal Communication,
unorganized and unofficial channel of Communication in an Organization. When the
formal channels fail or do not work properly and some over-smart people spread rumors,
false and irresponsible statement or half-truths in all directions, it is called the
Communication on the Grapevine channel.
In this channel of Communication, information spreads very fast in all directions as vine
of grapes spreads.
The reason Grapevine Communication is called “Grapevine” is because of its similarity to a
Grape vine. A Grape vine is extremely difficult to find its origin. Same can be said about
Grapevine Communication because it is all based on rumors. The origin of information might
never be known.
A typical example of Grapevine Communication in an Organization is conversations that go on
between co-workers during lunch breaks, on their way home from work or even in company
parking lots.
Summarized facts about Grapevine




The grapevine spreads information faster than most formal systems
The grapevine can complement the formal type of Communication
The grapevine can destroy the effectiveness of the formal system
The grapevine does not follow official channels or rules
Types of Grapevine Communication Or Informal Communication Networks/Types
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1. The Wheel
In this type of Grapevine Communication, one person is predominant. He transmits Grapevine to
different persons or group of persons. The predominant person is at the Centre and information
passes along the spokes of the wheel to others stationed on the rim (outer edge of a wheel).
C
B
D
A
E
F
G
2. The Cluster
The Cluster like grapes, have several groups of people linked together by a cluster or a chain of
Communication. This type of Grapevine Communication is where someone first tells the message
to the selected individuals and those selected individuals pass the same information to other
selected individuals and the process continue in the same way.
“A” tells selected persons who may in turn relay the information to other selected individuals.
Most of the Informal Communication flows this chain.
E
A
L
D
K
I
B
C
H
F
G
3. The Chain
This kind of Grapevine Communication involves the passing of information through a long line
of persons to the ultimate recipient (intended receiver).
A tells B, B tells C, C tells D and so on, till the information has reached most of the persons
concerned.
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A
B
C
D
E
F
G
4. Free flow or Random chain
The Free Flow is a random flow of Grapevine with no particular order in which a person
transmits the information to others in accordance with the laws of probability and then these
others tell still others in a similar manner. The chain may also be called random.
Most of the rumors or idle gossip is spread by random, free flow or haphazard network which
includes a number of people who are not necessarily linked by any Organizational thread.
Advantages of Grapevine Communication
1. Quick transmission
Information through this channel is extremely fast. Many have said of Grapevine
Communication to be one of the fastest forms of Communication. It spreads faster like wild fire.
2. Organizational solidarity and cohesion
It tends to bring a sense of unity among employees of an Organization when they meet to share
and discuss certain issues. Because of the nature of Grapevine Communication, it enhances
group cohesiveness in an Organization.
3. Quick feedback
The managers get to know the reactions of their sub-ordinates on the Organizational policies.
Thus, the feedback obtained is quick compared to Formal channel of Communication.
4. Aid formal Communication
It is an informal mode of Communication but it plays an instrumental role in aiding the Formal
Methods of Communication in an Organization
In an Organization where Formal Communications do not function properly, Grapevine
Communication comes to rescue. Information through Grapevine ends up being the only way
employees can get any information about things going around.
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Disadvantages of Grapevine Communication
1. Partial Information
Since Grapevine information is largely based on rumors, it tends to carry along with its partial
information which ends up not giving the real state of affairs in an Organization
2. Employees’ productivity hampered
Grapevine Communication can make Organizations lose a lot of money because employees
spend even working hours talking about the latest rumor circulating around them. The
Organization pays dearly for this.
3. Destroy the Organizational reputation
It can damage an Organization’s reputation. For instance imagine a situation where
lower ranking employees of an Organization begin peddling false information about people at
the top level. This action can gradually destroy the reputation of the Organization.
4. Not trustworthy
Grapevine Communication cannot be relied on because it is not trustworthy as it does not follow
Official path of Communication and is spread more by gossips and unconfirmed report. This
Communication cannot be relied on since it’s based on rumors.
5. False information
Information received through Grapevine might not be true. Sometimes it’s just a mere allegation
but not the truth.
How to eliminate Grapevine Communication
1. Effective Formal Communication system
Having an effective Formal Communication system which can be used to prevent Grapevine
from being destructive
2. Free environment
Creating a free environment where employees can freely approach the management is important
to tackle the Grapevine.
3. Eliminate uncertainty.
Nervousness and uncertainty is potent fuel for the Grapevine. Even if times are rough for the
Company, it should be made known to the employees and they should be involved at every step.
4. Provide important information to employees openly, honestly and timely.
N.B
Informal Communication Channel in an Organization
Requires you to explain Grapevine Communication (Check notes)
Types or forms of Informal Communication
Requires you to explain the four types of Grapevine Communication (check notes)
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