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COMMUNICATION
MY POCKET REVISION KIT FORM 2 BUSINESS STUDIES
BY: Esikumo Zadock
Meaning of communication
1
...


2
...


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
...

Importance of communication (purposes)
i
...
g
...
Similarly the business may receive a letter of
inquiry from a customer

ii
...
It would be necessary to clarify the responsibilities of each manager
...


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
...


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
...


Improving customer service; Good communication helps in reducing errors providing customers with desired feedback and
assisting in handling inquiries more efficiently

vi
...
g
...


vii
...
g
...


Confirming arrangements; Through communication arrangements are confirmed for example confirmation of meetings

viii
...


direct bearing to those changes e
...
when sales increase the sales department informs the production department so as to
increase production proportionality
Modifying behavior of persons within or outside the organization; Through effective communication persons are trained

x
...
Communication
therefore is a circular process i
...
This flow can be illustrated as below:

Message
(2) Message

3

(3) Receiver
Receivercdddd

Sender
Feedback

(4) Feed back

(1) Sender

Sender –this is the person who writes, speaks or sends signs (symbols or signals) and is the source of the information
...


Receiver - this is the person to whom the information or the message is sent
...


Message – this is the information that is transmitted from the sender to the receiver
...


form of symbols
...


Feed back – this is the response to the sender’s message
...

Lines of communication
Communication can be classified according to either the levels of the communicating parties or according to
the nature of the message
...
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
...
departmental heads in an
organization may communicate to achieve the following:


Co-ordination and harmonization of different activities
...




To exchange ideas in order to develop human resources
...




To create a sense of belonging among department heads thus acting as a motivating factor
...
The people involved are more
open and free with each other than in the case of people with different ranks
...
g
...
Diagonal communication
enhances team work
...
This means that messages are passed to the right people following the right channels and in the
right form
...

Formal systems of communication are consciously and deliberately established
...
e
...
It is usually used when passing information between friends and relatives hence it lacks the formality
...

Informal communication usually suppliments formal communication as is based on social relations within the organization
...

Essentials of Effective communication
For communication to be effective it must be originated produced transmitted received understood and acted upon
...

i) The sender/communicator
This is the person from whom the message originates
...
e
...

ii) Message
This is the information to be sent
...
This could be in the form of letters, telephones and
emails among others
...
The receiver decodes the message for proper
understanding
...
This maybe a reply /response which the receiver sends
back to the sender
...
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
...
messages, letters, telephones e
...
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
...

It is suitable where subject matter of discussion require convincing persuasion and immediate feed-back
...
t
...
e
...

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 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
...

Installation is done on application by the subscriber (applicant)
...

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
...
it is
cheaper to call at night than during the day
...


There are also mobile phones which have no physical line connection to exchange and may be fixed to a vehicle or carried in
pockets
...

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
...




Relatively cheap to acquire
...




Can be used to send short text messages (sms)



Can be used anywhere since they are portable
...
e
...
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
...
policemen on patrol in different parts of a town
Radio transmission is a one way communication system i
...
only one person can speak at a time
...
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
...

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
...

The subscriber is then informed to contact the originator of the message
...
;`
Radio is used for different reasons apart from advertising e
...

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
...

There are two categories of letters;
a)Formal letters
b) Informal letters

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

It can also be used between employees and employers in an organization e
...
a complimentary note
...
g
...

Formal letters have a salutation clause which usually starts with “Dear Madam “or “Dear Sir”
...


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
...
Alternatively the sender may use a
telephone to read the message to the post office
...

The charges of a telegram are bassed on the number of words used, the more the words used the higher the charges
...

Telegrams are used for sending urgent messages
...
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
...

A message is sent by use of two teleprinters one on the senders end and another on the recipients end
...

Telex saves time for both the sender and recipient as the messages are brief precise and received immediately
...
Both the sender and the receiver must have a fax machine
...
To send the information, one dials a
fax number of the required destination and then the document is fed into the sender’s machine
...
It is used for long distance photocopying service
...
It is normally used to pass information between
departments or offices in an organization
...
They are suitable for informing the officers within an organization of
matters related to the firm
...

vi) Notice
This is a written communication used to inform a group or the public about past current or future events
...
It can be placed on walls, in public places, on trees, in newspapers or on notice boards
...
A report is usually
sent to someone who has asked for it for a specific purpose
...

ix) Agenda
This is an outline of the items to be discussed in a 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
...
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
...




Not suitable if the sender and the receiver do not share a common language
...
t
...
The recipient is able to get
the message at a glance
...

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
...
g
...

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


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
...


ii)

Siren; This is a device used to produce a loud shrill sound accompanied by a flashing light
...
g
...

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
...

5) Audio Communication

This is when the message is transmitted through sounds
...
It is normally used by security guards when there is danger
...

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
...
Otherwise ordinary mail would be used

ii)

Cost; The cost incurred in using a means of communication vary from one means to another e
...
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
...
g
...
Some means are suitable for long distances while others are not
...
For long distances, fax letters, telephone
...
All
means of written communication provide evidence of messages communicated
...
Face-to-face communication is more reliable than other forms of communication because one can ask for clearly
and get answers immediately
...
Written messages are
generally more accurate than other means of communication
...
g
...


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
...
letters or radio call
...
When
information is not received the way it was intended then it has been distorted
...
Some of these barriers
are;
Language used; the language used by the sender should be known (understood) by the recipient so that communication

I
...
listening

II
...
It may however be the task of the sender of the message to attempt to gain the
attention of the listener
...

Negative Attitude; Attitude refers to the feelings of the communicating parties towards each other
...


exists a mutual feeling of trust and respect between the parties concerned in order to avoid bias
...

IV
...


Wrong medium ;

the medium used to communicate must be appropriate for the message being conveyed otherwise there

may breakdown in communication eg one may not convey a confidential message over the telephone effectively
VI
...


VII
...
When the rec eiver
interprets the message differently it automatically leads to communication breakdown
...


Emotional responses; emotional responses such as those resulting from hunger or excitement may lead to distortion of
message
...


Unclear System within the organization ; if the channel 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
...


XI
...


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
...
C
...
H
...
The post office uses the quickest means of transport available to deliver the mail
...
An example of such a service is Expedited Mail
Service(EMS) speed post

b)

Ordinary Mail

These include surface mail and air mail
...

Air Mail; This consists of letters and light parcels delivered by air
...
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
...

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 must identify himself/herself when collecting the correspondence from the post office
...
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
...
The commission depends on the weight of the article and the nature of registration
...


A certificate of registration is given to the sender
...

A green card is sent to the recipient
...
The
recipient will be required to identify himself before being allowed to posses the mail
...
t
...

f)

Business Reply Service; This is a service offered by the post office to business firms on request
...

The service is useful/more common with firms which would like to encourage their customers to reply their letters
...
The customers then place the card/envelope in
the post box and the firms post office branch will deduct postage charges from the lump some amount
...

Examples; Akamba bus service, Securicor courier services e
...
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
...
Urgent matters can be discussed and consultations can take place so that instant decision or actions are taken
...


ii)

Cellular(mobile)phone services

These are hand held telephones with digital links that use radio waves
...
(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
...

The use of this service is popular
...
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
...
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
...

a)

Radio stations

Radio broadcasting is a very important mode of giving news and information to people in the whole world
...
m Stations
which are owned by private sector operators e
...
Kiss Radio, Easy fm,Classic fm,Family fm,Kameme e
...
c
They have helped to spread news and information countrywide
...

b)

Television Stations

Television broadcasting (telecasting) does not reach as wide an audience as radio broadcasting in Kenya
...
Both radio and television stations are widely used for
advertising purposes
...
V subsector has been liberalized since 1999 and a number of privately owned stations have emerged e
...
V etc
...

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
...

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 individual wishing to use the services of the bureau makes
payments to the owner of the service
...

ii)

Mobile phones (cell phones)
These are hand held telephones with digital links that use radio waves
...
This is because most people and traders want some flexibility to be able to
communicate whenever they are
...




Most cellular phones now allow the owners to browse the internet, check and send mail
...




Cellular phones have short message services (sms) which enables the owners to send written
messages
...

It is similar to sending a letter through the postal system only that it is done electronically
...
For this to take place, computers
have to be connected to each other to form a network
...
g raeform2 @ yahoo
...
Messages arrive at
the e – mail address immediately they are sent
...

-E – mail can also be used to send documents and photographs like certificates by scanning and attaching
...

* QUESTION: OUTLINE THE ADVANTAGES OF USING E- MAIL AS A MEANS OF COMMUNICATION
...
Written and oral information is transmitted on the internet through the use of
telephone wires, fibre- optic cables and wireless devices
...




Development of home offices and remote offices
...




Development of e-commerce
...
Most of the communication will be done through computers
...

Vi ) Decline in the use of postal services
Decline in the use of postal services is a result of the impact of the internet
...
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
...
e
...
such language is largely understood by its youthful users

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