This is are summarized notes on Communication Skills. Every course needs a lesson on communication skills to familiarize the learner on effective ways of communication, barriers of communication and modes of communication. Just enough to cover the whole unit.
Topic 1: Introduction to Communication
Definition of terms and concepts used in communication
“Communication is the process of sharing meaning through a continuous flow of symbolic
messages.” Communication is therefore generally defined as the process of
understanding and sharing meaning. Communication is a complicated process. It is
variable, active, and dynamic. It starts long before the words begin to flow and can last long
after the words stop. Communication is a process that requires understanding – perceiving,
interpreting, and comprehending the meaning of the verbal and nonverbal behaviour of
others. Understanding the meaning of another person’s message does not occur unless the
two communicators can elicit common meanings for words, phrases, and non-verbal codes.
Communicators – Participants in the communication process
The sender is the person delivering the message
The receiver is the person receiving the message – the intended target of the message
The source is the origin of the message – the component that initiates the message
Roles can shift between the sender and receiver regularly.
The Message: The message is the verbal and non-verbal form of the idea, thought, or
feeling that one person (source) wishes to communicate to another person or group of
persons (the receiver/s). It is the content of the interaction.
Code: the system used to formulate the message, e.g., written or oral language.
Channels (verbal or non-verbal) – the specific mechanism, method, mode, pipeline used to
transmit the message.
Medium: the form of technology used to transmit the message e.g., face-to-face, television,
web, phone, etc.).
Noise: internal, external, and semantic interference of the message. Internal interference
includes mental and psychological factors; external include physical interference e.g., loud
sound; and mental includes misunderstanding or misinterpretation of information.
Environment: the context of the message – aspects surrounding the message and
providing the basis for its meaning and understanding, e.g., environment, time period,
relationships among communicators, cultural aspects, & behaviours of communicators.
Feedback: The response of the receiver or audience to the initial message, checks the
effectiveness of the initial information. It includes positive and negative feedback.
Purpose of communication
The purpose of communication is to inform, persuade, express feelings, increase
imagination, influence people, and achieve expectations or objectives.
a) Communication can be used to pass information in the workplace – e.g., a supervisor
informing employees about a change in work schedule or role assignments.
b) It can also be used to express feelings and build relationships, e.g., a manager trying to
resolve conflicts between employees will call for a meeting and use communication to
reconcile the warring parties.
, c) Communication is also used to persuade or promote negotiation in a business scenario,
e.g., when you want to persuade a customer to buy a product
d) Communication helps in influencing people and building goodwill. So, communicators can
influence each other in an open exchange of ideas. E.g., a manager trying to influence
employees’ actions positively in the workplace, will use language to influence them.
e) Managers will also need to communicate the goals and objectives of the business and
pass important information to them.
Essentials of effective communication
Effective communication occurs when information is transmitted between individuals and
organizations with the purpose of informing, persuading, and building goodwill.
Effective communication should be clear, complete, correct, save time, and achieve the
intended purpose. Here are some of the essential elements of effective communication:
1) Should have clarity of purpose
2) Be well informed
3) Analyse the audience
4) Avoid jargon
5) Communicate confidently
6) Be consistent
7) Should be simple
8) Should be straightforward
9) Address your target
20) Good listening
The 7 Cs of Effective Communication
• Clear/clarity: getting the message across so that the receiver can understand what
you are saying
• Concise/conciseness: must be brief – pass the intended message in the fewest
words possible
• Concreteness: communicate concretely – being specific, definite, and vivid; not
being too general and vague. E.g., saying Kenya is growing economically is not
concrete. The more concrete statement is: “Kenya has grown by 10% in the past 2
years.”
• Correct: The message should be correct – the right language, accurate facts and
figures, and the right choice of words.
• Considerate: should be considerate, not hurting others’ feelings. A good attitude and
empathy are required for effective communication.
• Complete: Complete and adequate is important; an incomplete message keeps the
audience guessing and leads to misunderstanding and delays.
• Courteous: being sincere, thoughtful, and appreciative; avoid irritating messages
and signs.
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