This document provides an outline and overview of effective communication. It discusses the communication process, importance of communication, forms/channels of communication, barriers to communication, and how to improve effective communication. The key points are: 1. Communication is the process of exchanging information between two or more parties and is important for linking people together in an organization to achieve goals. 2. Effective communication can take verbal forms like speaking and writing, or non-verbal forms like body language. Barriers include organizational climate, personality differences, and semantics. 3. Improving communication involves noting the importance of relationships, using fairness and directness, effective listening, and encouraging feedback to clarify misunderstandings. Accessibility, proper

1. Effective Communication
Skills

2. OUTLINE
• Introduction
• Communication process
• Importance of communication
• Forms/channels of communication
• Purpose of communication
• Medium of communication
• Effective communication-factors

3. OUTLINE CONT’D
• Communication barriers-general
• Communication barriers-report writing
• How to improve effective communication
• Advantages of effective communication to
the organization
• Why communication fails
• Effective communication and report writing
• Conclusion

4. Introduction
• Communication is the process of passing
information and understanding from one
person to another. Information is the
knowledge, skills and feelings that are
exchanged in the communication process.
• Communication is the means by which
people are linked together in an
organization to achieve a common
purpose.

5. Introduction cont’d
• Communication is a process of
exchanging information – a process
whereby ideas, feelings, perceptions,
images, opinions are transmitted to
another person. Communication must
involve two or more parties- the sender
and a receiver.

6. Introduction cont’d
• Hence, IF THE IDEA RECEIVED IS SAME
AS INTENDED, THEN COMMUNICATION
HAS TAKEN PLACE.
• From the foregoing, varied expressions
may be used, but any correct one will
describe communication as passing on or
obtaining information from one party to
another. Communication can be effective
or ineffective, formal or informal.

7. Communication process
• Communication activates the organization
by providing the linking between plans and
action. You may have a great set of plans
and a fine staff, but until something begins
to happen, you will have accomplished
nothing. Neither motivation nor leadership
can bring about action without
communication. Communication starts and
keeps the whole plan in motion.

8. Communication process cont’d
• Communication process is the series of
steps that enables an idea in one person’s
mind to be transmitted, understood, and
acted on by another person. To be
effective, it requires that supervisors
establish rapport with employees, be
sensitive to how others perceive ideas and
information; and minimize the noise that
can detract from the process.

9. Communication process cont’d
• It also requires that supervisors in the
interaction process will vitally affect have
better-than-average skill in using the
spoken word, the written word, and the
non-verbal signals that face and body
send out to others. The supervisors should
be good at receiving communication from
others. That is, they must be good
listeners who are receptive to feedback
and questions.

10. Communication process cont’d
• Communication process can be referred to
as the nervous system of business- An apt
metaphor. Since our perception of the
world is made by use of the five senses
and subsequent interpretation by the
brain.

11. Communication process cont’d
• Most communication take place in
interaction with others and how one
person will perceive the other in interaction
process will vitally affect how a person will
perceive the communication. In order
words, perceptions are basic conditions in
the communication process.

12. Importance of communication
• Communication is a basic phenomenon in
all human interactions. No relationships
between one person and another takes
place without it. Even within oneself the
communication he receives from his body
makes him feel to eat, drink etc. inanimate
objects do communicate. A car, for
example, communicates its problem to its
user through over heating, worn-out brake
pads, to mention a few.

13. Importance of communication
cont’d
• The managerial functions of planning,
organizing, directing and controlling do not
transmit themselves automatically
between supervisor and subordinate.
Communication is so common that its
presence, as in the case of air, is not
noticed until it is absent. The achievement
of corporate objectives depend on
effective communication.

14. Importance of communication
cont’d
• People want to understand what they have
to do and why have to do it. Through
effective communication, they are able to
give their best. Communication enables
them to know how well they are getting on.
Some communication systems must be
established to facilitate exchange of
information, ideas and work between team
members.

15. Importance of communication
cont’d
• With communication, long distances can
be reduced to within easy reach and costs
reduce a transaction that would have
taken several days to a few minutes.

16. Forms/channels of communication
Communication can be categorized into
two broad forms:-
• Verbal (written or spoken (oral) )
• Non-verbal (sign or body language)
Communication is either vertical-upward or
vertical-downward, horizontal, to mention
a few.

17. Methods/channels of
communication
• Face to face
The superior officers come face to face
with the subordinates as they share
information.
• Representation
The superior officer communicate to the
subordinates through representation, i.e
committees, head of section (who may be
a supervisor)

18. Methods/channels of
communication cont’d
• Man media
Job orders/instructions notice board,
circulars, internal bulletins, reports, news
letter, to mention a few.
Vertical upward is communication from
subordinates to management. This is
usually in form of request, complaints of
feedback,

19. Methods/channels of
communication cont’d
• Vertical downward communication is from
management to subordinates this take the form
of instructions, orders, policies or delegated
instructions
• Horizontal communication on the other hand,
takes the form of interaction between peers-
(managers to managers), there is also the non-
interacting, communication process or one-way
communication. E.g. the managing director of an
organization sent directives to his managers.

20. Means or medium of
communication
SPOKEN COMMUNICATION
In spoken communication, the
person addressed is
immediately aware of the
conditions under which the
message is shared.

21. Means or medium of
communication cont’d
FACTORS THAT MAY AFFECT THE
WAY INDIVIDUAL REACTS
• Speed
• Tone
• Mood
• Gestures
• Facial expressions

22. Means or medium of
communication cont’d
• TYPES OF SPOKEN COMMUNICATION
MEDIUM
• Informal talks
They are suitable for day-to –day liaisons,
directions, exchanges of information,
progress reviews, and some disciplinary
sessions, and especially for maintaining
effective personal relations.

23. Means or medium of
communication cont’d
• Planned appointments
These are appropriate for regular
appraisal reviews, recurring joint work
sessions, and so forth. The parties should
be adequately prepared to make such
meetings complete and effective by being
up to date by providing adequate data and
information, and by limiting interruptions
as much as possible.

24. Means or medium of
communication cont’d
• Telephone calls
These are useful for quick check-ups or
imparting or receiving information, instructions,
or data. However, your telephone personally
sometimes contradicts your real (face-to-face)
self, so you should examine how you sound
when talking on the telephone.
Voicemail system allows you to leave the
desired messages anyway, and the other
persons can listen to them at their convenience

25. Means or medium of
communication cont’d
• WRITTEN COMMUNICATION
All messages that are intended to be
formal, official, or long term, or that affect
several persons in a related way should be
written

26. Means or medium of
communication cont’d
• TYPES OF WRITTEN COMMUNICATION
• Inter-office memos
Is used for recording informal inquires or
replies, inter-office memos can also be of
value if several people are to receive a
message that is extensive, or if data is
numerous or complex. A memo can be a
simple way of keeping your boss informed,
and it can be read at his/her convenience.

27. Means or medium of
communication cont’d
• Letters
Usually addressed to individuals, letters
are more formal in tone than memos. They
are useful for official notices, formally
recorded statements and lengthy
communications, even when the
addressee is physically accessible.

28. Means or medium of
communication cont’d
• Reports
These are more impersonal than letters
and often more formal. Reports are used
to convey information, analyses and
recommendations to superiors and
colleagues. They are most effective when
based on the result of conferences,
inspections, research and careful thought.

29. Means or medium of
communication cont’d
• EXAMPLES OF VERTICAL DOWNWARD
COMMUNICATION
– Directives and instructions on what to do
– Information relating to organizing goal and aims
– Information about the policies; procedures, rules and
regulation in the organization.
– Feedback information to subordinates about their
performance
– Information about what subordinates should be aware
of

30. EFFECTIVE COMMUNICATION
• Good communication is the lifeblood of
organizations. It takes many forms such as
speaking, writing and listening, through its
purpose is always to convey a message to
recipients.

31. EFFECTIVE COMMUNICATION
cont’d
• Effective communication (and therefore
effective business) hinges on people
understanding your meaning and replying
in terms that move the exchange forward-
preferably in the direction you would like it
to go. Effective communication is a basic
essential to achieving meaningful
participation in workers.

32. Spoken communication
• Effective spoken communication calls for
specials skills at different times. Skills that are
useful in a committee of equals may not be
adequate in a mass rally. The ability to conduct
a conference attended by your own staff may be
inadequate in conference convened by your
superior. Why? The reason is that different
forum calls for different skills. Other examples
includes:
– Informal staff meetings
– Planned conferences
– Mass meetings, to mention a few

33. WRITTEN COMMUNICATION
Examples include:
• Bulletin-board notices
For lengthy or formal
announcements of new policies or
promotions, bulletin-board notices
are appropriate

34. WRITTEN COMMUNICATION
cont’d
• Posters, exhibits and displays
These can serve a useful purpose by visually
catching the attention of workers. They are
typically expensive, require considerable space,
and must be properly prepared. The most
common subjects are introducing new company
products, promoting quality production or
service, increasing safety, cutting waste and
stimulating suggestions.

35. WRITTEN COMMUNICATION
cont’d
• Audio and visual aids
Slides, flip charts, video cassettes, video
disc, audio cassettes, and other visual
materials such as power-point
presentation have great potential values,
but if they are used effectively.

36. WRITTEN COMMUNICATION
cont’d
• Electronic communications, or e-mail
• This draw upon high speed networks or
interconnected computers, individuals can
now transit near instantaneous messages
to almost anywhere in the world.

37. NON VERBAL COMMUNICATION
• Are messages transmitted by your actions,
body language, and active listening are
virtually important communication skills.
Other non-verbal communication cues
include:-
• Your appearance, facial expression,
posture and your use of time, space and
symbols.

38. Communicating by body language
• Non-verbal body movements or facial
expressions that may convey to others what is
really on your mind are referred to as BODY
LANGUAGE.
• Your body language-a huge range of
unconscious physical movements can either
strengthen communication or damage it. Even if
you are sitting completely still, you may be
unknowingly communicating a powerful
message about your real feelings.

39. Communicating by body language
cont’d
• Examples include:
– Nodding the head up and down can imply
agreement with the speaker; shaking the
head from side to side can be perceived as
disagreement.
– Drumming the fingers or tapping the foot can
mean “hurry up, I’m impatient for you to get to
the point

40. Communicating by body language
cont’d
– Raising the eyebrows can signal doubt,
surprise or skepticism
– Rolling the eyes often expresses disbelief
– Tight-lipped frowning can indicate displeasure
or even disgust.

41. Active listening
• Listening should make up the third of your
communications. ACTIVE LISTENING
requires good eve contact, alert body
posture, and the use of frequent verbal
encouragement.

42. Four basic suggestions regarding
actions you should avoid
 Don’t assume anything-do not anticipate what
someone will say
 Don’t interrupt-let the individual have a full say. If
you are busy, either set a time limit or schedule
an appointment for a time when you can get the
whole story
 Don’t guess about intentions-look for the real
reason the employee wants your attention.
 Don’t react too quickly-try to jump to
conclusions.

43. Effective communication and report
writing
Factors for effective communication
• Delivering the message:
The task of the communication is to reach
his target audience who should receive the
information without the loss of it
substance. To ensure this, the message
should be delivered:-
– Clearly, using familiar language, devoid of
ambiguity.

44. Effective communication and report
writing cont’d
– Directly maintaining the tempo and
undistorted
– Intently, looking for the feedback
• Reception of the message:-
Not only is the message expected to be
received by the target audience, it should
generate the intended action.

45. Effective communication and report
writing cont’d
• Understanding the message:-
The communicator should avoid ambiguity
or misunderstanding by the receiver by
using the line of common ground to ensure
that his message is properly decoded by
the receiver.

46. Barriers to communication
• Human limitations
• Organizational climate
• The boss personality, nature, exposure and
experience
• Technical style or quality
• Technical problems
• The different backgrounds of people such as:
– Family background

47. Barriers to communication cont’d
– Educational background
– Social class
– Individuals age
– Semantics
• Distortion (difference in meanings)
• Omission (to delete an aspect of the
message)

48. Barriers to communication cont’d
• Empathy (projecting oneself into
others view point)
• Filtering (shifts in the information to
get reception)
• Overloading (feeding people with trash
and irrelevant messages)

49. How to improve effective
communications
• Note the relevant importance of inter-
personal relations.
• Fairness, openness and direct talk-help to
reduce distortions
• Effective listening-endeavor to understand
message being transmitted.
• Sender should encourage a feedback,
may use the questioning method to clarify
doubts, assumptions and misconceptions;

50. How to improve effective
communications cont’d
• Others include:-
• Accessibility of management, through
purposeful open door policy
• Better and improved medium of
communication-using of telephone and fax
• Proper delegation of tasks
• Staff training
• Discipline in the organization.

51. Advantages of effective
communication
(1) Increase productivity and efficiency in the organization
(2) Reduce wastes, costs and labor turnover
(3) Eliminate rumor and grapevine.
(4) Organizational objectives are achieved in good time
(5) Give immediate results and reactions
(6) Creates industrial peace and harmony
(7) Enhances understanding and promotes good
relationship
(8) Enhances job satisfaction, promotes morale and
motivation.

52. Why communication fails
• A good manager is usually interested in
communication because he yes it to
inform, persuade and motivate. These are
tools used by him to achieve his set
objective. All managers should therefore
avoid communication failure which often
results from the fact that:
(a) Most managers give information to their
favored subordinates instead of all.

53. Why communication fails cont’d
(b) Most managers fail to realize that
communication is an important part of
their functions
(c) Most managers keep information and
instruction without explaining the
background reasons
(d) Some managers feel that they can
sustain their superiority over others by
keeping every information to themselves

54. Why communication fails cont’d
(e) Managers claim to be too busy to make
adequate contact with staff
(f) Failure to realize that to communicate is
part of their job as managers and to
differentiate between secret and
confidential matters, and matters for the
information of staff generally.

55. • Communication must be applied . In analyzing it,
careful consideration must be given to certain
principles and certain obstacles that are
inherently difficult and complex to overcome.
• These include:
(a) Educational process:- through
communication, the manager is attempting to
educate his subordinates to change his thinking
so that they adjust constructively to the working
situation and vice versa.

56. (b) The individual:-
The human make-up of the individual
contributes to the difficulties of reaching him.
For communication to succeed, problems
flowing from people as human beings must be
solved. Self-interest and personal problems
influence the individual to have different
receptiveness from others hence, he tends to
interpret what is said to him of how it will affect
him.

57. (c) semantics:-
semantics is the areas of the effect of
symbols upon the minds and actions of
the people. The problem of semantics is
one of the most perplexing problems of
communication. A given word may not
mean the same thing to all those who
hear it.

58. Conclusion
• All of the forgoing means that
management must design its
communication with these problems in
mind. Workers need not only be informed
but should be informed at the right time
and in the right medium.

59. Similarly, manager actions trappings may
raise different impressions and actions in
the mind of subordinates than those
intended by the manager, e.g. collective
bargaining and unions are words that
infuriate some executives but make
employees feel good.