COMMUNICATION

Meaning of communication

1. Communication is the transfer or conveyance of messages or

information from one person to another.
2. Communication is the process of sending and receiving meaningful
messages, information and ideas between two or more people located
at different points in space.

Note: The space between the sender (s) and the receiver (s) maybe as
narrow as when people are talking to each other or as wide as between
the North Pole and the South Pole.

Effective communication is vital/important for business in that it serves

the following purposes.

Importance of communication (purposes)

i. To give and obtain information

For an organization to run smoothly there should be proper flow of

information within the business and also between the firm and outsiders
e.g. the manager may inform members of staff about a planned meeting.
Similarly the business may receive a letter of inquiry from a customer
 ii. To clarify issues and points

Through proper communication the organization is able to clarify

confusing issues from within and without the firm for example in cases
where there are many managers. It would be necessary to clarify the
responsibilities of each manager.

iii. To enhance public relations

Good/efficient communication enables the business to create a more

positive image and a favorable reputation of itself to outsiders and
overcome prejudices and negative attitudes that people may have against
the business.

iv. To start and influence Action

Proper communication enables the business to get new ideas make plans
and ensure that they are implemented in the desired way.

v. Improving customer service; Good communication helps in

reducing errors providing customers with desired feedback and assisting
in handling inquiries more efficiently
vi. Giving instructions; Through proper communication management
is able to get work done by issuing instructions (procedures and
orders)e.g. a supplier may be instructed when and where to deliver the
goods ordered.
vii. To give Reassurance; Information is needed to reassure people
that their performance is good e.g. an employee may feel better is he/she
is served with a “will done”memo or a “customer of the year” award.
viii. Confirming arrangements; Through communication
arrangements are confirmed for example confirmation of meetings
conferences or details of transactions
ix. Co-ordinating departments of the firm; Charges in one
department are communicated to other departments that have a direct
bearing to those changes e.g. when sales increase the sales department
informs the production department so as to increase production
proportionality
x. Modifying behavior of persons within or outside the
organization; Through effective communication persons are trained and
counseled and as a result their behavior knowledge and attitudes change
Communication process

Communication is a process that involves interchange of information

and ideas between two or more people. Communication therefore is a
circular process i.e communication may lead to some reaction which in
turn may generate further communications or feedback. This flow can be
illustrated as below:
 Message
3

Receivercdddd

Sender

Feedback

I. Sender –this is the person who writes, speaks or sends signs

(symbols or signals) and is the source of the information.
II. Receiver - this is the person to whom the information or the
message is sent.
III. Message – this is the information that is transmitted from the
sender to the receiver. It may be spoken, written or in the form of
symbols.
IV. Feed back – this is the response to the sender’s message. A
message is said to have been understood if the receiver provides
the desired feedback.
Lines of communication

Communication can be classified according to either the levels of the

communicating parties or according to the nature of the message.

a) According to levels-This can either be:

I) Vertical
ii) Horizontal
iii) Diagonal
i) Vertical communication

This is where messages are passed between a senior and her/his juniors
in the same organizations

Vertical communication can be divided into two parts

-Downward communication

-Upward communication

-Downward communication-This is a communication process which

starts from the top manager to her/his juniors. This can be informed of:

 Training juniors
 Evaluating performance
 Delegating duties
 Solving the problems facing workers
 Inspiring and motivating the juniors(giving rewards)

-Upward communication-This is a communication process that starts

from the juniors to the seniors and maybe in the form of:

 Submitting reports
 Giving suggestion
 Submitting complaints a grievances
 Making inquiries

ii) Horizontal communication (lateral communication)

This is communication between people of the same level (rank) in the

same organization e.g. departmental heads in an organization may
communicate to achieve the following:

 Co-ordination and harmonization of different activities.

 To create teamwork within the department.
 To exchange ideas in order to develop human resources.
 To reduce goal blindness among different departments.
 To create a sense of belonging among department heads thus acting as
a motivating factor.
One of the major characteristics of this type of communication is that
there are less inhibitions. The people involved are more open and free
with each other than in the case of people with different ranks.

iii) Diagonal communication

This is communication between people of different levels in different

departments or different organizations e.g. an accounts clerk may
communicate with a sales manager of the same organization or of
different organizations. Diagonal communication enhances team work.

b) According to nature of message

This can either be;

i) Formal communication

ii) Informal communication

Formal communication

This is the passing of messages or information using the approved and

recognized way in an organization such as official meetings, memos and
letters. This means that messages are passed to the right people
following the right channels and in the right form.

Formal communication is also known as official communication as it is

the passing of information meant for office purposes.
Formal systems of communication are consciously and deliberately
established.

Informal communication

This is communication without following either the right channels or in

the right form i.e. takes place when information is passed unofficially. It
is usually used when passing information between friends and relatives
hence it lacks the formality.

Informal communication may also take the form of gossips and rumor-
mongering.

Informal communication usually suppliments formal communication as

is based on social relations within the organization.

Note: Both formal and informal communication is necessary for

effective communication in an organization.

Essentials of Effective communication

For communication to be effective it must be originated produced

transmitted received understood and acted upon. The following are the
main essentials to effective communications.
i) The sender/communicator

This is the person from whom the message originates. He/she encodes
the message i.e. puts the message in the communicative form.

ii) Message

This is the information to be sent. It is the subject matter of

communication and may contain words, symbols, pictures or some other
forms which will make the receiver understand the message

iii) Encoding; This is the process of expressing ones ideas in form of

words, symbols, gestures and signs to convey a message

iv)Medium/channel; This refers to the means used in communicating.

This could be in the form of letters, telephones and emails among others.

v)The receiver; This is the person for whom the message is intended.
The receiver decodes the message for proper understanding.

vi)Decoding; This is the process of interpreting or translating the

encoded message to derive the meaning from the message

vii) Feed-back; This refers to the reaction of the receiver of the

message. This maybe a reply /response which the receiver sends back to
the sender.

The above can be represented in a diagram as shown below;

FORMS AND MEANS OF COMMUNICATION

Forms; These are channels or ways of passing on messages. The four

main forms are:

i) Oral communication
ii) Written communication
iii )Audio –visual communication
iv) Visual communication

Means; This is the device used to pass on information e.g. messages,

letters, telephones e.t.c

(a) Oral communication

This is where information is conveyed by talking (word of mouth)

It is also known as verbal communication

Means of communication

i) Face-to-face conversation

This involves two or more people talking to each other. The parties are
usually near each other as much as possible to ensure effective
communication.

It is suitable where subject matter of discussion require convincing

persuasion and immediate feed-back.

It may be used during meetings, interviews, seminars, private

discussions, classrooms e.t.c

It is the most common means of oral communication

Advantages of face-to-face communication

 Provides for immediate feedback

 Has personal appeal
 Body language can be easily expressed
  One can persuade or convince another
 It is the simplest communication to use
 It is direct i.e. does not pass through intermediaries
 Convenient for confidential messages

Disadvantages of face-to-face communication

 No record for future reference

 Can be time consuming
 Messages can be distracted
 Not suitable when people are far apart
 Unsuitable for the dumb and deaf
ii)Telephone

This form of communication is commonly used in offices and homes. It

is useful in sending messages quickly over short and long distances.

It is however not suitable for sending;

 Confidential messages
 Long and detailed reports, charts and graphs
 Messages that would require reference or evidence

In Kenya telephone services are mainly provided by Telkom Kenya

Limited. The subscriber is required to purchase the telephone equipment
from the post office or other authorized dealers before installation.
Installation is done on application by the subscriber (applicant).He/she
pays the installation fee in addition; the subscriber is sent a monthly bill
with the charges for all the calls made during the month.

The charges for calls depend on the time spent time of the day of the
week and distance of the recipient from the caller e.g. it is cheaper to
call at night than during the day. It is also cheap to make calls during
public holidays and weekends than on weekdays.

There are also mobile phones which have no physical line connection to
exchange and may be fixed to a vehicle or carried in pockets. In Kenya
these services are provided by safaricom, Airtel, orange and Yu mobile
communications.

Advantages of Telephones

 Relatively fast
 Has personal appeal
 Provides for immediate feedback
 One can persuade or convince another
 Suitable for long distance communication

Disadvantages of Telephone

 Can be expensive especially over long distances

 No record for future reference
  Lacks confidentiality
 Not convenient for dumb and deaf
 Can be time consuming

Reasons why mobile phones have become popular

 They are portable and can be conveniently carried around.

 It is not very expensive especially when making local calls.
 Relatively cheap to acquire.
 Some mobile phones can record conversations / calls thereby
acting as evidence.
 Can be used to send short text messages (sms)
 Can be used anywhere since they are portable.

iii)Radio calls

This involves transmitting information by use of radio waves i.e. without

connecting wires between the sender and the receiver

The device used is called a radio telephone. It is commonly used in

remote areas where normal telephone services are lacking or where
telephone services are available but cannot be conveniently used e.g.
policemen on patrol in different parts of a town

Radio transmission is a one way communication system i.e. only one

person can speak at a time. It is therefore necessary for the speaker to
say’over’ to signal the recipient that the communication is through so
that the recipient can start talking. To end the conversation, the speaker
says ‘over and out’

The radio calls are commonly used by the police, game rangers,
researchers, foresters, ship owners and hotels situated in remote areas.
They are also used for sending urgent messages such as calling for an
ambulance and fire brigade

Note; Radio calls are not confidential since they use sound frequencies
that can be tapped by any radio equipment that is tuned to that frequency

Advantages of Radio calls

 Relatively fast
 Has immediate feedback
 Has personal appeal
 Provide room for one to persuade and convince another
 Suitable for remote areas
 Convenient for long distances

Disadvantages of Radio calls

 No record for future reference

 Lacks confidentiality
 Messages are sent one way at a time
  Can be expensive
 Cannot be used by dumb and deaf
 Can be time consuming.

iv) Paging

This is a means of communication used to locate staff or employers who

are scattered in an organization or who are outside and need to be
located urgently

When within the organization portable receivers, lighted signals, bells,

loudspeakers etc are used

When outside the organization employees are contacted using portable

receivers (pocket-size) used to send messages through sms (short
message services)

The paying system can only be used within a certain radius. When using
a portable receiver, the caller will contact the subscriber by calling the
post office which will then activate the pager.

The subscriber is then informed to contact the originator of the message.

Paging is mostly used in emerging cases

v)Radio
Usually messages intended for a wide audience can be transmitted
through a radio more quickly and economically than by using other
forms of communication.;`

Radio is used for different reasons apart from advertising e.g for formal
notices, and venue for activities

Advantages of oral/verbal communication

 Very effective method of communication since the recipient can be

persuaded/convinced
 It is relatively faster method of communication
 The sender can get immediate feedback
 It indicates some sence of regard hence more appealing.

Disadvantages of oral/verbal communication

 Has no records for future reference

 Is an expensive method especially if the two parties are far
apart
 Is not good for confidential messages
 It is not suitable for confidential messages
 It may be time wasting especially where one needs to be
convinced

Written Communication
This involves transmission of messages through writing. It is the most
formal way of communication because the information is in recorded
form and can be used for reference

Means of written communication

(i)Letters

Letters are the most commonly used means of communication.

There are two categories of letters;

a)Formal letters

b) Informal letters

a)Formal letters; These include business letters and official letters.

Business letters are written to pass messages and information from

businessmen to customers and vice versa e.g. letters of inquiry and
acknowledgement notes.

It can also be used between employees and employers in an organization

e.g. a complimentary note.

Official letters are letters between people in authority and others that
touch on the activities of the organization e.g. an application letter for an
advertised vacancy in an organization.
Formal letters have a salutation clause which usually starts with “Dear
Madam “or “Dear Sir”. It also bears the addresses of both the sender and
the recipient, a subject heading and a complimentary clause ending with
“Yours faithfully”.

b) Informal Letters; These are letters between friends and relatives

They are also known as Personal letters

ii) Telegrams

This is a means of communication provided by the post office. The

sender obtains the telegram form from the post office and fills the
message on it in capital letters and hand it over to the post office
employees at the counter. Alternatively the sender may use a telephone
to read the message to the post office. The post office then transmits the
message to the recipient post office.

The charges of a telegram are based on the number of words used, the
more the words used the higher the charges. However there is a standing
charge.

Telegrams are used for sending urgent messages.

Note; Due to changing technology telegrams have lost popularity. Short

messages can now be sent by cell phones (mobile phones) using the
short messages services (sms)
iii) Telex

This is a means of communication used to send short or detailed

messages quickly by use of a teleprinter. The service is provided by the
post office on application.

A message is sent by use of two teleprinters one on the senders end and
another on the recipients end. When sending information through a
teleprinter which is a form of electric typewriter producing different
electric signals, its keys are pressed and automatically the message is
printed at the recipient’s machine.

Telex saves time for both the sender and recipient as the messages are
brief precise and received immediately. However, it’s an expensive
means of communication

iv) Facsimile (Fax)

This involves transmission of information through a fax machine. Both

the sender and the receiver must have a fax machine. These machines
are connected using telephone lines

Fax is used to transmit printed messages such as letters, maps, diagrams

and photographs. To send the information, one dials a fax number of the
required destination and then the document is fed into the sender’s
machine. The receiving machine reproduces the document immediately.
It is used for long distance photocopying service.

v)Memorandum (Memo)

This is printed information for internal messages within an

orgaanisation. It is normally used to pass information between
departments or offices in an organization.

Memoranda have no salutation or complimentary clause. They are

suitable for informing the officers within an organization of matters
related to the firm.

A memo is pinned on the notice board of an organization if it is meant

for everybody otherwise passed to the relevant staff.

vi) Notice

This is a written communication used to inform a group or the public

about past current or future events. It is usually brief and to the point. It
can be placed on walls, in public places, on trees, in newspapers or on
notice boards.

viii) Reports
These are statements/within records of findings recommendations and
conclusion of an investigation/research. A report is usually sent to
someone who has asked for it for a specific purpose.

viii) Circulars

These are many copies of a single letter addressed to very many people
when the message intended for each is the same.

ix) Agenda

This is an outline of the items to be discussed in a meeting. It is usually

contained in a notice to a meeting sent in advance to all the participants
of the meeting. The notice of the meeting contains;

 The date of the meeting

 The venue of the meeting
 Time of the meeting
 Items to be discussed

x) Minutes

These are records of the proceedings of a meeting. Keeping minutes of

certain meetings is a legal requirements e.g. companies

Keeping minutes for other meetings are for management purposes to

ensure that decisions made at the meetings are implemented
Advantages of written communication

 It can be retained for future reference

 Some like letters are relatively cheap(can produce many copies)
 It is suitable for confidential messages
 Allows for inclusion of fine details
 It is not prone to distortion of messages
 Can be used as evidence
 Can be addressed to many people.
Disadvantages of written communication
 It lacks personal appeal
 It takes time to prepare and reach the recipient
 Suitable for the literate only
 Immediate feedback may not be possible
 Does not offer room for persuasion and convincing
 It may be expensive because it involves a lot of paperwork
and time.
 Not suitable if the sender and the receiver do not share a
common language.

3) Visual Communication

This is the process of passing information by use of diagrams, drawings

pictures, signs, and gestures e.t.c
a) Photographs

A photograph is an image (visual representation of an object as it

appeared at the time when the photograph was taken

Photographs are self-explanatory and may not be accompanied by any

narration or explanation. The recipient is able to get the message at a
glance.

b) Signs

Refer to marks, symbols, drawings or gestures whose purpose is to

inform the public about such things as directions, distances, dangers
and ideas.

Examples; road signs, traffic lights and danger signs on electricity

poles

This means of communication can only be effective if the meaning of

the sign used is understood.

Graphs; These are used to show and illustrate statistical

information

Charts; These are diagrams which show or illustrate the flow of

an idea e.g. an organization chart illustrates the whole organization
structure indicating the chain of command
Advantages of visual communication

i) It can be used to pass confidential information

The information may be obtained at once

Disadvantages of visual communication

i) Can only be used by people who can see

ii) The information may be wrongly interpreted
iii) It may be an expensive method of communication
iv) Cannot be used for long distances
4) Audio-Visual communication

This is a form of communication in which messages are sent through

sounds and signs.

This form of communication ensures that the receiver gets the message
instantly.

It is suitable where both the sender and the receiver know the meaning
of specific sounds and signs.

Means of Audio-visual communication

 i) Television (TV): This is a device that transmits information
inform of a series of images on a screen accompanied by sound. It is a
very effective method of communication since it combines the
advantages of image and sound

A television can be a very suitable means of sending urgent messages

especially when it gives live coverage of events.

i. Siren: This is a device used to produce a loud shrill sound

accompanied by a flashing light. It is commonly used by the police,
ambulances, and the fire brigade and security firms to alert the public of
the danger involved e.g. the ambulance siren conveys the message that
somebody is seriously sick and therefore other motorists should give
way.

Advantages of Audio-visual communication

i) It reaches many people

ii) It is more appealing than other means of communication
iii) Reinforces verbal communication
iv) May have a lasting effect on the receiver
v) Suitable where receivers are illiterate.

Disadvantages of Audio-visual communication

 i) It is suitable to those people who can interpret the messages
correctly
ii) It is not suitable for confidential messages
iii) Preparation may take long.

5) Audio Communication

This is when the message is transmitted through sounds. Examples

include

i) A whistle; This is a device which is blown to produce a

sharp shrill sound to alert or warn the public or employees in an
institution. It is normally used by security guards when there is danger.
In some organization, a whistle is used to announce change in shifts
ii) Horn; This is also an instrument that is used to produce
sound which passes different information depending on the way it is
blown.

Other methods of audio communication include drums, alarms, and bells

among others

Advantages of Audio communication

i) Is a faster method of communication

 ii) It can reach several people at once
iii) The message is received instantly

Disadvantages of Audio communication

i) The message may be interpreted wrongly

ii) It can only be used within a certain radius at a time
iii) It distracts people’s attention

FACTORS TO CONSIDER WHEN CHOOSING MEANS OF

COMMUNICATION

i) Speed: Speed is an important factor when the message is urgent. In

such a case telex, fax, telephone, telegram or e-mail would be the
most suitable means of communication. Otherwise ordinary mail
would be used
ii) Cost: The cost incurred in using a means of communication vary
from one means to another e.g. it is cheaper to send messages by
ordinary mail than by telegram or telex
iii) Confidentiality: Some messages are quite confidential and are
intended for certain person only. Where confidential messages are
involved, appropriate means should be used e.g. registered mail or
internal memo enclosed in an envelope
iv) Distance: The geographical gap between the sender and recipient
is very important in determining the means of communication to be
 used. Some means are suitable for long distances while others are
not.

Paging and sirens are suitable for short distances. For long distances, fax
letters, telephone, e-mail may be appropriate

v) Evidence: Some means of communication do not provide record

of the message communicated while others do. All means of
written communication provide evidence of messages
communicated.
vi) Reliability: This is the assurance (certainty) that the message will
reach the intended person at the right time in the right form. Face-
to-face communication is more reliable than other forms of
communication because one can ask for clearly and get answers
immediately. For some written information, courier service may be
preferred
vii) Accuracy: This refers to the exactness of the message
communicated as intended by the sender. Written messages are
generally more accurate than other means of communication.
viii) Desired impression: The impression created upon the recipient of
a message is very important e.g. a telegram or speed post mail will
carry some sence of urgency, registered mail will create an
impression of confidentiality while use of colourful and attractive
letterheads would convey a good image of the business.
ix) Availability: One may want to telephone, for example, but the
services are not there so the person would be forced to use
alternative means e.g. letters or radio call.

BARRIERS TO EFFECTIVE COMMUNICATION

Communication is said to be complete only when the recipient gets the

message the way the sender intends it to be. When information is not
received the way it was intended then it has been distorted. Distortion of
a message is brought about by some communication barriers which may
exists in the path of the message between the sender and the recipient.
Some of these barriers are:

I. Language used: the language used by the sender should be

known (understood) by the recipient so that communication can take
place
II. Poor Listening: the effectiveness of communication will depend
on the willingness of the recipient to listen keenly .listening require
careful attention and concentration. It may however be the task of the
sender of the message to attempt to gain the attention of the listener.
Through his/her choice of words and expression among others.
III. Negative Attitude: Attitude refers to the feelings of the
communicating parties towards each other. It is important that there
exists a mutual feeling of trust and respect between the parties
concerned in order to avoid bias .If there is mistrust and prejudice
then there may be deliberate or unintentional misunderstanding of the
message involved.
IV. Poor Timing: poor timing leads to breakdown in communication
, therefore for effective communication to take place the message
must be sent and received at an appropriate time, eg a message sent
when one is in a hurry may not be properly received or delivered
V. Wrong medium: the medium used to communicate must be
appropriate for the message being conveyed otherwise there may
breakdown in communication e.g. one may not convey a confidential
message over the telephone effectively
VI. Prejudgment: our understanding of the message is often
conditional by our earlier experiences and knowledge this may make
one individual draw premature conclusion e.g. a student who always
fail in a subject and this time round has improve may be failed by the
teacher because he has always failed in the past .
VII. Ambiguities: it occurs when the sender express in a manner
which leads to wrong interpretation. When the receiver interprets the
message differently it automatically leads to communication
breakdown.
VIII. Emotional responses: emotional responses such as those
resulting from hunger or excitement may lead to distortion of
message.
 IX. Unclear System within the organization: if the channels of
passing information in an organization are not clear then the message
will not get to the right people for whom the messages intended
X. Noise: it refers to any disturbing sounds which interfere with
concentration or listening ability of the recipient of the message the
presence of noise may make it impossible for any message to be
received in the right way.
XI. Unfamiliar Non-verbal signals: lack of understanding of non-
verbal sign may be a barrier to effective communication.

SERVICE THAT FACILITATE COMMUNICATION

Services that facilitate communication include:

i) Mailing services
ii) Telephone services
iii) Broadcasting services

Mailing services

This refers to handling of letters and parcels. They are offered by

organizations such as postal corporation of Kenya (P.C.K) securicorl
courier and Document handling Limited (D.H.L)

Some of the services offered by the postal corporation include:

 a) Speed post: This is service offered by the post office to send
correspondence and parcels to a destination in the shortest time possible.
The post office uses the quickest means of transport available to deliver
the mail.

The sender pays the normal postage fee plus a fee for special service. An
example of such a service is Expedited Mail Service (EMS) speed post

b) Ordinary Mail

These include surface mail and airmail.

Surface Mail: These include letters and parcels delivered by road, rail,
water and hand.

AirMail: This consists of letters and light parcels delivered by air.

c) Express Mail;

An express mail is/must be presented at the post office counter by the

sender and the envelope clearly addressed and a label with the word
“express” affixed. Normal postage plus an extra fee (commission) is
charged

The mail is delivered to the receivers nearest post office from where the
post office makeS arrangements to deliver the mail to the receiver within
the shortest time possible.
NOTE: For speed post special arrangements to deliver the mail start at
the sender’s post office whereas express mail, the arrangements start at
the addressers post office.

d) Poste Restante;This is a service offered by the post office to

travelers who may wish to receive correspondence right away from
their post office box. The addressee has to inform those who may wish
to correspond with him/her of the nearest post office he is likely to use
at a particular time

Under this arrangement when addressing the letter, the words poste
Restante must be written on the envelope clearly. The addressee must
identify himself/herself when collecting the correspondence from the
post office.

There is no additional charge made apart from normal postage charges.

This service can only be offered for three months in the same town

e) Registered Mail;

This service is offered by the post office for sending articles of value for
which security handling is required. A registration fee and a commission
is paid. The commission depends on the weight of the article and the
nature of registration. The sender is required to draw a horizontal and a
vertical line across the faces of the envelope.
A certificate of registration is given to the sender. In case of loss, the
sender may be paid compensation on production of the certificate of
registration.

A green card is sent to the recipient. The card bears his name and the
post office at which the mail was registered. The recipient will be
required to identify himself before being allowed to posses the mail.

Items that may be registered include jewels, certificate, land title deeds
e.t.c.

f) Business Reply Service; This is a service offered by the post

office to business firms on request. The firm pays some amount to the
post office and an account is then opened from which posted charges are
deducted.

The service is useful/more common with firms which would like to

encourage their customers to reply their letters. Customers are issued
with reply card envelopes (or envelopes marked ‘postage paid’)

They can send letters to the business by using these envelopes/the card.
The customers then place the card/envelope in the post box and the firms
post office branch will deduct postage charges from the lump sum
amount.

Courier Services
These are services where a service provider receives transports and
delivers parcels or important documents to destinations specified by
customers in return for payment of fees or charges.

Examples; Akamba bus service, Securicor courier services e.t.c

ii)Telephone services

 Landline/fixed line services

 Cellular (mobile)phone services
i) Land(Fixed)line services

Telkom Kenya, through the post office, provides telephone services

which offer direct contact between people who are far apart. It makes
conversation between people at any distance possible, as long as there
are transmission facilities between them. Urgent matters can be
discussed and consultations can take place so that instant decision or
actions are taken. The telephone assists organizations to establish a
fast and convenient machinery for its internal and external
communication network.

ii) Cellular(mobile)phone services

These are hand held telephones with digital links that use radio
waves. They are sometimes called cell-phones since they use power
stored in a dry cell
 In Kenya mobile phone services are provided by safaricom Ltd.(a
subsidiary of Telkom Kenya)and Airtel communications Ltd(formally
Kencel Communication Ltd)which is a joint venture between a
French company and a Kenyan company, yu mobile services and
Orange mobile services . This sector therefore greatly benefits from
foreign investment to improve services.

The use of this service is popular. Apart from the provision of

telecommunication service, cell phones have different attractive
features or services such as short messages service (sms) whereby a
caller can send a written message. Recent models of mobile phones
enable the user to access the internet and send e-mail messages

Advantages

 They are portable

 Written messages can be transmitted easily and cheaply through
the short message service(sms)
 Enables both local and international communication
 The cost of acquiring the equipment is relatively affordable
 Direct feedback is possible
 Has memory for storing written messages
 Has got e-mail capability

Disadvantages
  Some kinds of mobile phones are expensive to buy
 Maintenance expenses of a mobile phone are high. They are also
susceptible to damage and repair can be very costly
 Users are greatly inconvenienced in case there is no network
coverage
 A special facility where the callers identity is known(displayed on
screen)can be abused where recipient does not wish to answer the
call
 Mobile phones are a security problem. They are easy targets for
thieves
 There is a danger of the radioactive rays or emissions negatively
affecting the users health, if such emissions are not adequately
controlled

iii) Broadcasting services

Communication commission of Kenya is a regulatory body that receives

applications and issues licences for radio and television broadcasting
stations.

a) Radio stations

Radio broadcasting is a very important mode of giving news and

information to people in the whole world.
The liberalization of the communications sector in Kenya in 1999,
Kenya has witnessed a mushrooming of F.m. Stations which are owned
by private sector operators e.g. Kiss Radio, Easy fm,Classic fm,Family
fm,Kameme e.t.c

They have helped to spread news and information countrywide. Before

liberalization, Kenya Broadcasting corperation (KBC) radio was
operating as a state owned monopoly.

b) Television Stations

Television broadcasting (telecasting) does not reach as wide an audience

as radio broadcasting in Kenya. It however serves the same purpose of
relaying news and information to Kenyans. Both radio and television
stations are widely used for advertising purposes.

The T.V subsector has been liberalized since 1999 and a number of
privately owned stations have emerged e.g. Kenya Television Network
(KTN) Nation Television, Family T.V etc. Prior to that time KBC
television was in operation as a state owned monopoly.

Other services that facilitate communication

i) Telex
ii) Facsimile
iii) Paging
 iv) E-mail

Current trends and Emerging issues in communication

With the advancement of information technology (I.T) there has been a

lot of revolution in communication.

The following are some of the current trends and emerging issues in
communication;

i) Telephone Bureaux(Bureaus)

These are privately owned kiosks where telephone services are sold. The
owner of the kiosk must get authority from the service provider in order
to run the bureau. The individual wishing to use the services of the
bureau makes payments to the owner of the service. Other services
offered by the bureau include selling of scratch cards for mobile
telephones and credit cards for landline telephone services.

ii) Mobile phones (cell phones)

These are hand held telephones with digital links that use radio waves.
They have become an important business and social tool. This is because
most people and traders want some flexibility to be able to communicate
whenever they are.

Other reasons that have led to the popularity of cell phones include:
  Pre paid services which enable the owners to control
communication costs.
 Most cellular phones now allow the owners to browse the internet,
check and send mail. This allows business people to communicate
research and even place orders.
 Cellular phones have short message services (sms) which enables
the owners to send written messages.
iii) E- mail ( Electronic Mail)

This is a service provided through the internet for sending messages.

It is similar to sending a letter through the postal system only that it is

done electronically.

-Messages can be sent to anyone on the network, anywhere in the world.

For this to take place, computers have to be connected to each other to
form a network.

-To communicate, one is required to have an email address e.g.

raeform2@ [Link]. Messages arrive at the e – mail address
immediately they are sent.

-It is only the addressee of the message who can retrieve the message
since a password is required to access the mailbox.
-E – mail can also be used to send documents and photographs like
certificates by scanning and attaching.

- More and more businesses are using e- Mail to communicate with

other businesses, their customers and suppliers.

* QUESTION: OUTLINE THE ADVANTAGES OF USING E-

MAIL AS A MEANS OF COMMUNICATION.

iv) Internet

The internet links computers all over the world. Written and oral
information is transmitted on the internet through the use of telephone
wires, fibre- optic cables and wireless devices.

The internet has changed the way people communicate in the following
ways;

 Increased use of electronic mail (e-mail)

 Quick access to information from all over the world.
 Development of home offices and remote offices.
 Use of teleconferencing and video conferencing.
 Development of e-commerce.
v) Move towards a paperless office
The future office will rely largely on computers. Most of the
communication will be done through computers. This may result in less
use of paper, hence the use of the term “the paperless office”.

Vi ) Decline in the use of postal services

Decline in the use of postal services is a result of the impact of the

internet. E-mail has become a popular and preferred mode of
communication since it is fast and cheap. However, ordinary mail/ use of
postal services may not be completely phased out since the government,
businesses and people do not regard an e-mail as a binding or formal
communication.

Vii) Transformation of language

The language used to pass and receive messages has evolved through
time.e.g the youth have adopted the use of “sheng” in exchanging
messages. such language is largely understood by its youthful users.
There is also the use of cell phones to send short text messages; which
are highly abbreviated and may use slang whose meaning is only known
to the users e.g ‘av a gr8 day’.

COMMUNICATION REVESION QUESTIONS

1. Define the term communication

-Communication is the process by which information is passed from one
person or place to another.

2. Outline the role played by communication in any given

organization

a) It is used to give instructions on what should be done at work and

during work.
b) It enhances good relations among workers thereby promoting and
enhancing their efficiency.
c) Through communication most organizations have been able to
improve their image, for example through advertising.
d) It used to improve the relationship between the organization and
the customer or clients.
e) For co-ordinating purposes, communication is used to ensure all
departments work in harmony.
f) The feedback got from the clients or customers helps to improve
an organization’s reliability and quality of goods and services
offered.
g) Communication is used as a tool for management.
h) Good decisions are made as communication helps one understand
all the necessary matters.

3. Briefly explain the following levels of communication

(a) Vertical communication

Involves the flow of information either downwards or upwards, for

example, from a senior employee to a junior employee

(b) Horizontal communication

Is also referred to as lateral communication which is passing of

information between people of the same rank or status, for example from
one departmental manager to another departmental manager

(c) Diagonal communication

Is communication of different people in different levels of management

or departments for example a receptionist communicating to a
production manager.

4. Distinguish between formal and informal communication

Formal communication is official and documented and follows certain

rules for example a worker writing an official letter to an organization’s
seniors. Informal communication does not conform to any time, for
example communicating to friends and relatives.

5. State the essential elements in communication.

 a) The sender who is the source of the information being
communicated
b) The receiver(or recipient) of information
c) The message being communicated
d) The channel (or medium) through which the message is passed on
e) Feedback which is the response or reaction of the recipient.

6. Highlight the various types of verbal communication

a) Face-to-face communication
b) Telephone conversation
c) Radio calls conversation.

7. State the advantages and disadvantages of verbal communication

Advantages

a) A large number of people can receive the information at once for

example when addressing in a meeting.
b) There is immediate feedback
c) Clarification can be made easily and immediately
d) This is personal appeal
e) It can be very convenient and persuasive
f) It is fast since the intended information reaches the recipient
immediately.
Disadvantages

a) It is not easy to know if the message or information has been

received particularly if the receivers are many
b) It is prone to outside interference due to noise and other forms of
disruptions
c) In case of incorrect pronunciation of words, there could be
distortion of the information
d) There is no record for future reference.
e) The method is not effective for recipients with learning problems.
f) Can take a lot of time to pass intended information.

8. Outline the various barriers to effective communication

a) Noise may hinder effective communication

b) The emotional state of both the sender and the recipient
c) Use of the wrong channel to communicate
d) Breakdown of a channel used to communicate
e) Illiteracy of the recipient particularly for written communication.
f) The attitude of the recipient towards the sender and the information
being communicated
g) Use of difficult vocabulary or words by the sender
h) Lack of concentration on the part of the recipient may affect
communication
i) Poor timing by the sender.
9. Highlight reasons that would make an organization use cell
phones for communication within and outside the organization.

a) One gets immediate feedback

b) It is fast and can be used to send urgent messages
c) There is personal appeal
d) The sender has a great opportunity to convince and persuade the
recipient.
e) It is not very expensive particularly for making calls for a short
duration of time
f) It can be used even when both the sender and the recipient are far
apart

10. State the various types of written communication.

a) Written
b) Memorandum(memos)
c) Reports
d) Notices
e) Telegrams
f) Circulars
g) Minutes

11. State the reasons why an organization would use written

communication instead of verbal communication.
 a) Written communication provides evidence which may not be there
in verbal communication
b) Written information can be stored for future reference unlike
verbal which cannot be stored and depends on the recipients
memory
c) It is not prone to distortions and therefore more accurate than
verbal communication
d) Written communication can be in form of diagrams, illustration
and maps which is not possible for verbal communication
e) Some written communication such as letters would be cheaper and
time saving than verbal communication, for example making long
telephone calls.
f) Written communication can be used for confidential messages, for
example registered mails.

12. State the disadvantages of written communication

a) Written is not very persuasive or convincing

b) There is no personal touch
c) It can only be used by literate
d) It can be slow where letters take time to reach the recipient
e) It takes time to get a feedback from the recipient
f) Messages cannot be enhanced by gestures, that is, body language
or face expressions
 g) It can be expense to file all the written communication

13. Outline the various means of visual communication

a) Charts
b) Photographs
c) Gestures, which may include signs and symbols
d) Slides

14. State the advantages and disadvantages of audio-visual of

communication

Advantages

a) Information is more attractive and appealing

b) Can reach many people at once
c) It can be used even for those who cannot read and write
d) Immediate feedback is received from the way the recipient behave
e) Can be entertaining

Disadvantages

a) Can be misinterpreted, for example if the receiver does not

understand the signs or gesture
b) Not suitable for passing confidential information
c) It is not possible for the recipient to give a feedback
 d) Gesture and signs are only suitable to those who can understand
them
e) The initial cost of preparing these forms of communication may be
high for the sender
f) It may take a lot of time to prepare these forms of communication

15. Outline the various service that facilitate communication

a) Registered mail, for sending valuable or confidential information.

b) Speed post services offered by the post office to send letters
parcels using the quickest means possible
c) Poste restante, usually used by those without postal addresses
d) Business reply service which enables customers and clients to
reply to a business without having to pay for postage stamps
e) Broadcasting services through various radio stations
f) Print media such as the various newspapers, magazines and
journals
g) Internet services which connect one to the world wide website
h) Telephone services

16. State the various trends in communication

a) Mobile or cell phone use

b) Internet which uses inter linked computers to the world wide
website
 c) Fax, which can be used to send written messages very fast
d) Information and telephone bureaus where one can make local and
international calls
e) Move towards a paperless office.
f) Transformation of language.

17. Highlight the factors to be considered when choosing a means of

communication.

a) The cost because some are more expensive than others

b) Availability of the means
c) Reliability or assurance that the message will reach the recipient
d) The distance between the sender and the recipient
e) The literacy level of both the receiver and the recipient
f) The confidential nature of the information being sent
g) The urgency of the message
h) If there is need for evidence or need for future reference
i) The desired impact of the means upon the recipient

18. Advice Mary Wakio why she should not use telex to
communicate to her friends

a) Her friends may be illiterate and may be unable to read the

message received
 b) Her friends may not have a receiving machine and will be unable
to get the information
c) It can be expensive to use as the sender pays a subscription fee and
rental fee while he and the recipient pays for the sent message
d) It can be expensive to buy the teleprinters used in receiving and
sending information
e) Telex may only send written messages but cannot be used to send
maps, diagrams and charts

19. State circumstances when sign language can be the most

appropriate form of communication

a) When communicating to someone who has a hearing problem

b) If one wishes to pass a secret or coded message
c) If both the receiver and the sender are far apart but can see each
other
d) It can be used in case there is a language barrier
e) In an environmental where there is a lot of noise or physical
interference to other forms of communication, sign language may
be used
f) It can be appropriate where both the recipient and the sender
understand the signs.

20. Explain four factors that have led to the popularity of mobile
phones as a means of communication.
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