communication

Question 1

Define communication

Answer 1

Communication maybe defined as the transmission of a message from a sender to a receiver using a given channel of communication.

Question 2

Elements of the communication process include:

Answer 2

 Sender
 Message
 Receiver
 Feedback

Question 3

Channels of communication include:

Answer 3

formal
informal

Question 4

formal

Answer 4

Formal communication is a type of verbal communication in which the interchange of information is done
through the pre-defined channels, e.g. orders, reports, requests, commands, etc.
Types of formal communication include:
 Upward – flowing from employees to management.
 Downward – flowing from management to employees.
 Horizontal – flowing across of managers or employees who are at the same level on the organizational chart.
Advantages of formal communication include:
 More reliable than informal communication.
 As the communication is generally written, documentary evidence is present.
 More effective than informal communication due to timely and systematic flow of information.
 Informal communication, privacy can be maintained in a proper way.
Disadvantages include:
 Formal communication is slower than informal communication.
 Distortion due to long chain of communication.

Question 5

informal

Answer 5

Informal communication is a type of verbal communication in which the interchange of information does not
follow any channels, e.g. gossips, casual discussion, sharing of feelings, etc.
Types of informal communication include:
 Single strand chain
 Cluster chain
 Gossip chain
 Probability chain
Advantages of informal communication (grapevine) include:
 Faster than formal communication.
 Efficient because employees can discuss work related problems, this saves time and cost.

Disadvantages include:
 It may spread wrong or distorted information which may sometimes prove harmful even to the employees.
 Lack of secrecy/confidentiality since everybody can freely interact as there are no restrictions or rules,
therefore, any secret matter is likely to be flashed without hesitation which can cause huge damage to an
organization.

Question 6

Channels of communication:

Answer 6

Oral – telephone calls, conferences, face-to-face meetings, seminars, webinars, video conferencing, etc.
 Written – letters, memos emails, reports, texts, etc.

Question 7

Strategies for effective communication:

Answer 7

 Select the appropriate channel and means of communication.
 Ensure that there is proper timing in the transmission of the message.
 Be concise. Avoid information overload.
 Listen carefully to the receiver’s feedback. Give the receiver your full attention as feedback is provided.

Question 8

Communication flow in an organization:

Answer 8

Upward - from employees to management.
 Downward – from management to employees.
 Horizontal – across the span of control of different managers between managers or between employees who are at the same level.

Question 9

Barriers to effective communication

Answer 9

Language barriers – the message may be written in a language the reader does not understand. This can include the use of jargon.
 Information overload – too much information is transmitted at once which may leave the receiver confused.
 Selecting the wrong channel of communication – if the sender or receiver selects wrong channel of communication, then the communication process may remain incomplete as either the receiver may never receive the message, or the sender may never receive the feedback.

Question 10

trade unions

Answer 10

is an organisation of persons employed in an industry or following a particular trade who have joined together in order to improve their wages and working conditions.