COMUNICATION THEORY & PROCESS

COMMUNICATION: Is (from Latin ‘communis’, meaning to share) is the activity of

conveying information through the exchange of thoughts, messages or information. It includes
verbal, non – verbal & electronic means of human interaction.

OR: Is a two way process by which information is conveyed/ transmitted from a communication
source to a receiver who in turn reacts to the stimulus.

THE COMMUNICATION PROCESS:

Is a description of the chain of events involved in communication information from one party to
one another.

OR:

The process by which a message, encoded by a sender is transmitted through a medium to a

receiver, who encodes the message and provides feedback.

THE COMMUNICATION CYCLE/ PROCESS

CONCIEVE THE
FEEDBACK 5 MESSAGE
1

DECODE &
ENCODE THE
INTERPRETE
MESSAGE
THE MESSAGE
2
4

SELECT THE
APPROPRIATE
MEDIUM/
CHANNEL
3

1. CONCEIVE THE MESSAGE: Coming up with ideas to be communicated taking into

consideration the specific needs of the recipient and the purpose.

2. ENCODE THE MESSAGE: Converting/ transforming information in an appropriate way

suitable for the sender, receiver and purpose.
3. SELECT THE APPROPRIATE CHANNEL/MEDIUM: A stage where the sender
identifies a suitable channel/ medium for which the message will be sent through.

4. DECODE & INTERPRETE THE MESSAGE: A stage where the message reaches the
receiver who then reads, interprets and understand the meaning of the message

5. FEEDBACK: A stage where the response/ reaction will show whether the message was
correctly interpreted.

ELEMENTS OF COMMUNICATION:

1. SENDER: The person from whom the message originates.

2. MESSAGE: The idea to be communicated. It can be oral/ written.

3. MEDIUM/CHANNEL: The way in which information travels e.g. newspaper, television, cell
phone e.t.c.

4. RECEIVER: The person to whom the message is directed to/ sent to.

5. FEEDBACK: Is the response given by the receiver to the sender.

TYPES OF COMMUNICATION

There are two types of communication. These are Internal communication and External
Communication.

I. INTERNAL COMMUNICATION

Communication takes place within the organization.

It can be oral or written.

ORAL

Can take place through:

 Telephone
 Messages
 Meeting/conference
 Presentation

WRITTEN

Can take place through:

 Memo
 Fax
  Reports
 Minutes
 Notices
 E-mail
 Graphs
 Form/questionnaire
II. EXTERNAL COMMUNICATION

It can also be oral or written.

ORAL

Can take place through:

 Telephone
 Presentation
 Meeting/conference
 Conversation

WRITTEN

Can take place through:

 Leaflet
 Advertisement
 Letters
 Press release

FORMS OF COMMUNICATION

1. VERBAL COMMUICATION:

Is a type of communication where the information flows through a verbal medium like words,
speeches, presentations. The sender shares his/her thoughts in the form of words. In
organizations, individuals communicate verbally among each other in the form of dialogues,
speech, presentations, and discussions.

2. NON VERBAL COMMUNICATION:

A communication made between two people without words and simply through facial
expression, gestures/ hand movement is called non-verbal communication. It is speechless
communication where content is not put into words but simply expressed through expressions if
one has a headache, one would put his hand on his forehead to communicate discomfort.

3. VISUAL COMMUNICATION:
Is mode of communication whereby the recipient receives information from signboards, displays,
banners, maps e.t.c. The signboard of MC Donald’s or KFC indicates eating joints. The
signboard of ‘No Parking Zone’ communicate to individuals that any vehicle must not be parked
in the vicinity. Vision plays a very important role in visual communication and it depends on
how the recipient interprets the message

MODELS OF COMMUNICATION

REFER TO THE OTHER HANDOUT

CHANNELS OF COMMUICATION IN ORGANIZATIONS

There are three communication channels in organizations; formal, informal & unofficial.

1. FORMAL COMMUNICATION CHANNEL:

It transmits information such as the goals, policies, and procedures of an organization. Messages
in this type of communication channel follow a chain of command. This means information
flows from a manager to his subordinates and they in turn pass on the information to the next
level of staff.

EXAMPLES OF FORMAL COMMUNICATION CHANNEL

Is a company’s newsletter which gives employees as well as the clients a clear idea of a
company’s goals and vision. It also includes the transfer of information with regard to
memoranda, reports, directions and scheduled meetings in the chain of command.

A business plan, customer satisfaction survey, annual reports, employees manual, review
meetings are all formal communication channel.

2. INFORMAL COMMUNICATION CHANNEL:

Within a formal working environment, there always exists an informal communication network.
The strict hierarchical web of communication cannot function efficiently on its own and hence
there exists a communication channel outside of this web. While this type of communication
channel may disrupt the chain of command, a good manager needs to find the fine balance
between the formal and informal communication channel.

EXAMPLES OF AN INFORAMALCOMMUNICATION CHANNEL

Is during lunch time at the organization’s cafeteria/ canteen. Here, in a relaxed atmosphere,
discussions among employees are encouraged. Also managers walking around, adopting a hand
on approach to handling employee queries is an example of an informal communication channel.

Quality circles, team work, different training programs are outside of the channel of command.
So fall under the category of informal communication channel.
3. UNOFFICIAL COMMUNICATION CHANNEL:

The unofficial communication channel in an organization is the ‘grapevine’. It is through the

grapevine that rumors circulate. Also those engaging in ‘grapevine’ discussions, often form
groups which translate into friendships outside of the organization. Informal circulation in the
‘grapevine’ is exaggerated and may cause unnecessary alarm to employees. A good manager
should be privy to information circulating in and should take positive measures to prevent it.

EXAMPLES OF AN UNOFFICIAL COMMUNICATION CHANNEL

Are social gatherings among employees, e.g. staff parties