UNIT OF COMPETENCE:

RECEIVE & RESPOND WORKPLACE

COMMUNICATION

PRAISE TVET COLLEGE

Bishan guracha

Instructor: Bereket Asrat

DEC 2021 G.C

0|Page Praise Tvet College By:Bereket Asrat Phone:0932618419

communication is the process of exchanging information in the form of messages, symbols,
thoughts, signs, and opinions. There are mainly four types of communication, which are used in varying
ways depending on the medium used or the way in which information is exchanged. These means of
communication are used for transferring information from one entity to the other, and always involve a
sender and receiver. The cycle of communication is said to be complete only when the receiver has
understood the sender's message and intent(target).

Communication The process of communication involves the following elements:

1. Sender or transmitter: The person who desires to convey the message is known as sender. Sender
initiates the message and changes the behavior of the receiver.
2. Message: It is a subject matter of any communication. It may involve any fact, idea, opinion or
information. It must exist in the mind of the sender if communication is to take place.
3. Encoding: The communicator of the information organizes his idea into series of symbols (words, signs,
etc.) which, he feels will communicate to the intended receiver or receivers.
4. Communication channel: The sender has to select the channel for sending the information.
Communication channel is the media through which the message passes. It is the link that connects the
sender and the receiver.
5. Receiver: The person who receives the message is called receiver or receiver is the person to whom the
particular message is sent by the transmitter. The communication process is incomplete without the
existence of receiver of the message. It is a receiver who receives and tries to understand the message.
6. Decoding: Decoding is the process of interpretation of an encoded message into the understandable
meaning. Decoding helps the receiver to drive meaning from the message.
7. Feedback: Communication is an exchange process. For the exchange to be complete the information
must go back to whom from where it started (or sender), so that he can know the reaction of the receiver.
The reaction or response of the receiver is known as feedback.

Elements of Communication Process We used to think of communication as a one-way process. This was
called the linear model of communication. The linear model argued that communication could only move
in one direction, from the sender to the receiver. The receiver played a passive role in the overall process.
Over the years, scholars have added to and revised the linear model. Elements of Communication Process
We describe communication as ongoing, dynamic (active, energetic) process. The transactional model

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describes communication as an interdependent(co dependent) process whereby the speaker and receiver are
simultaneously sending and receiving messages. Communication is a dynamic process, a process that
changes from one communication setting to the next. Elements of Communication Process Although it is
difficult to predict the ways your ideas will be interpreted by others, certain components are always present
in the communication process: people, a message, encoding, decoding, the channel, feedback, and noise.
The process of communication is successful only when the receiver understands an idea as the sender
intended it.
Elements of Communication Process This process generally involves five steps, discussed here and
shown below in Figure
Sender has an idea. The form of the idea may be influenced by the sender’s mood, frame of reference,
background, culture, and physical makeup, as well as the context of the situation.
Sender encodes the idea in a message. Encoding means converting the idea into words or gestures that
will convey meaning.
Message travels over a channel. The medium over which the message is transmitted is the channel.
Messages may be sent by computer, telephone, memorandum(letter). They may also be sent by means of a
report, announcement, picture, spoken word, fax, or other channel. Because both verbal and nonverbal
messages are carried, senders must choose channels carefully.
Receiver decodes message. Translating the message from its symbol form into meaning involves
decoding. Successful communication takes place only when a receiver understands the meaning intended by
the sender. Such success is often hard to achieve because no two people share the same background.
Feedback travels to sender. The verbal and nonverbal responses of the receiver create feedback, a vital
part of the entire communication process. Feedback helps the sender know that the message was received
and understood.
Verbal Communication
Verbal communication is an act of conveying messages, ideas, or feelings through the use of mouth. Verbal
communication is the main way of communicating face-to-face. Among the key components of the verbal
communication are words, sound, speaking, and language. Examples of verbal communications face-toface,
telephone, radio or television or other media. Intrapersonal intrapersonal communication, is an integral part
of any communication event. Intrapersonal communication is communication with our selves. This form of
communication is extremely private and restricted to ourselves. It includes the silent conversations we have
with ourselves.
Types of verbal Communication
Interpersonal

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Interpersonal communication is the informal exchange that occurs between two or more people. It usually
occurs on two levels: dyads (groups of two) and small groups. Dyadic communication is the interaction
between two people. This form of communication takes place between two individuals and is thus a one-to-
one conversation. Here, the two individuals involved will swap(exchange) their roles of sender and receiver
in order to communicate in a clear manner.
Dyadic communication tends to be informal, and therefore, it requires little or no preplanning. Interviews
are the exception; they are generally formal in nature. Small-group communication includes those
interactions with three to eight people present. In most instances,
small-group communication is less intimate than dyadic communication and less formal than public
speaking.
Public communication involves having individual share information with a large group; the usual
structure has a speaker presenting ideas to an audience. Public communication is more formal than
interpersonal communication; it therefore requires more preparation on the sender’s part. Usually, speakers
have a limited amount of time in which to share their ideas; this forces them to plan and organize what they
want to say in advance.
This type of communication takes place when one individual addresses a large gathering of people.
In such cases, there is usually a single sender of information and several receivers who are being
addressed.
Advantages of oral communication
Time saving: When action is required to be taken immediately it is best to transmit a message orally.
If the executives work load is high then they stop writhing and by oral instructions they complete their
message transmission and released their work load and also it saves time.
Cost savings: Cost is involved in any communication. When the communication is needed within the
organization and if it is completed in orally, it has not needed any paper, pen or stamp or computer. So it
saves the money of the organization.
More powerful: Speech is a more powerful means of persuasion and control. Therefore executives often
prefer to transmit messages orally.
Immediat feedback: The speaker can get immediate feedback on whether it is creating a favorable
impression on the receiver or whether the receiver will protest or not.
More suitable: The employees felt more suitable when the message transmits in orally. They get an
opportunity for feedback and clarification.
A relationship develops: Oral communication is mostly carried out helps to promote friendly relations
between the parties communicating with each other.
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Flexibility: By the demand of the situations oral instructions can be changed easily and for these cases
maintain the formalities are not necessary. So it is very much flexible and effective.
Easiness: It is so easy method of communication. It needs little preparation to send a message. No need of
pens, pencils and other writing equipment’s which are needed in written communication.
Correction of errors: If any error is expressed at the time of oral communication. It was possible to
rectify at that time or within a very short time.
Informal communication: In oral communication, no need to maintain such formalities which are
needed in written communication. So it is easy and helpful to any organization.
Motivation: In oral communication system, top executives and sub ordinates staff can sit face-to-face and
exchange their views directly, so sub-ordinates are motivated day by day.
Maintaining secrecy: Interested parties of oral communication can maintain the secrecy of messages
easily.
Disadvantages of oral communication?
No record: In oral communication, messages are difficult to record. So it is impossible to preserve the
message for future.
Distortion of the word: If distortion of the word occurs in oral communication then main goals of the
organization may be filed.
Inaccuracy: There is very possibility of inaccurate messages to reach the destination. So, the reverse result
of expected plan may be occurred.
Limited use: The scope of usage of oral communication is limited. It is not suitable for lengthy messages. It
should be sued for short message.
Disadvantages of oral communication?
Probability of omitting main subject: Sometimes, main subject may be omitted to express a word for
communicating.
So, expected result may not be achieved.
 Nonverbal communication
Nonverbal Communication has been defined as communication without words. It includes apparent
behaviors such as facial expressions, eyes, touching, and tone of voice, as well as less obvious messages
such as dress, posture and spatial distance between two or more people.
There are many different types of non-verbal communication.
Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;
Posture, or how you stand or sit, whether your arms are crossed, and so on;

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Eye Contact, where the amount of eye contact often determines the level of trust and trustworthiness;
Closeness or Personal Space (Proxemics), which determines the level of intimacy;
Facial Expressions, including smiling, frown(anger ) etc.
Physiological Changes, for example, sweating or blinking more when nervous.
Written Communication
Written communication is the medium through which the message of the sender is conveyed with the
help of written words.
Letters, personal journals, e-mails, reports, articles, and memos are some forms of written
communication.
Unlike other forms of communication, written messages can be edited and rectify (correct) before it is
communicated to the receiver.
Thereby, making written communication an indispensable (obligatory) part of informal and formal
communication.
This form of communication encapsulates features of visual communication as well, especially when the
messages are conveyed through electronic devices such as laptops, phones, and visual presentations that
involve the use of text or words.
In fact, written communication is the most common form of business communication.
It is essential for small business owners and managers to develop effective written communication skills
and to encourage the same in all employees.
Advantages of written communication
Easy to preserve: The documents of written communication are easy to preserve. Oral and non-verbal
communication cannot be preserved. If it is needed, important information can be collected from the
preserved documents.
Easy presentation of complex matter: Written communication is the best way to represent any complex
matter easily and attractively.
Permanent record: The documents of written communication act as a permanent record. When it is
needed, important information can be easily collected from the preserved documents.
Prevention of wastage of time and money: Written communication prevents the waste of money and
time. Without meeting with each other the communicator and communicate can exchange their views.
Accurate presentation: Through the documents of the written communication top executive can present
the information more accurately and clearly. As it is a legal document everybody takes much care does draft
Use as a reference: If it is needed, written communication can be used as future reference.

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Delegation of authority: Written communication can help the authority to delegate the power and
authority to the subordinate. It is quite impossible to delegate power without a written document.
Maintaining image: Written communication helps to maintain the images of both the person and the
organization. It also protects the images of the company or organization.
Proper information: It is a proper and complete communication system. There is no opportunity to
include any unnecessary information in a written document.
Controlling tool: Written communication can help to control the organizational activity. The written
document may be used as a tool for controlling.
Disadvantages:
Expensive: Written communication is comparatively expensive. For this communication paper, pen, ink,
typewriter, computer and a large number of employees are needed.
Useless for illiterate person: It messages receiver is illiterate, written communication is quite
impossible.
This is major disadvantage written communication Disadvantages of written communication
Difficult to maintain secrecy: It is an unexpected medium to keep business secrecy. Secrecy is not
always possible to maintain through written communication. Because here needs to discuss everything .
Lack of flexibility: Since writing documents cannot be changed easily at any time. Lack of flexibility is
one of the most important limitations of written communication.
Delay in response: It takes much time to get a response from the message receiver; prompt response is
not possible in case of written communication that is possible in oral communication.
Delay in decision making: Written communication takes much time to communicate with all the parties
concerned. So the decision maker cannot take decisions quickly.
Speaking exercise
Three Truth and Two Lie
Interview your partner
choose three interesting facts about him or/her
think of a fourth and fifth ,false statement
present your partner to the listener in a way that they are un able to notice the lie .
Visual Communication
This form of communication involves the visual display of information, wherein the message is understood
or expressed with the help of visual aids. For example, topography, photography, signs, symbols, maps,
colors, posters, and designs help the viewer understand the message visually.

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Movies and plays, television shows and video clips are all electronic form of visual communication.
Visual communication also involves the transfer of information in the form of text, which is received
through an electronic medium such as a computer,
The greatest example of visual communication is the World Wide Web which communicates with the
masses, using a combination of text, design, links, images, and color.
Internal and external communication
Internal communication is the process of exchanging information among the people of different level or
internal participants within the organization.
Internal communication takes place within an organization, for example, communication between
employees. The purpose of internal communication includes:
Giving information
Gathering information
Clarifying issues and points
Influencing action.
Internal and external communication
external communication is formal exchange of information and messages between an organization and
other organizations, groups or individuals outside its formal structure.
Examples of external communications are External communication typically includes email, brochures
(flyers), newsletters, posters, advertisements and other forms of multimedia's.
The following chart shows the difference between

Internal Vs external communication

BASIS Internal communication External communication
purpose Exchange information to internal staff Relations with external parity
types Vertical and horizontal classification No classification
frequency High frequency Less frequency
distance No significant distance b/n sender and receiver Significant distance
converge Limited in organization Cover Broad external body

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Internal and external communication
Internal communication denotes a type of communication within the organization. This is also known as
intercommunication.
When the inter-communication takes place between the employees of the same department, it is called
interdepartmental communication
and when it takes place between the employees of different departments of the same organization, it is
called intradepartmental communication. The internal communications includes letters, memos, instructions
and orders.
The communication between the organization and the outsiders is called external communication.
External communication is needed for smooth conduct and the progress of the business. This form of
communication takes place through personal visits, telephones and postal services.
Media or means of external communication:
Telephone: The most common used means of external communication is telephone. Now-a-days every
medium and large sized organization has a telephone by which the organization can communicate
externally.
Media or means of external communication
Postal service: The cheapest means of communication are postal and telegraphic services. They are the
old means of business communication
Written: Written communication should be used when a message that does not require interaction
needs to be communicated to an employee or group.
Policies, letters, memos, manuals, notices or announcements are all messages that work well for this
channel.
Face to face conversation: Sometimes this media is used to exchange information with other
organizations. It is an important means as because both the parties talk face to face.
Mass communication: External communication can be performed through mass communication. Now-a-
days many organizations take the advantages of mass media to communicate externally. Mass media are
newspapers, radio, television etc.
Internet: The fastest media of external communication is internet. It connects the world and provides
access for prompt transfer of information.
Communicating With Others
Communication needs to be clear and effective in order to achieve its aim. When it is not, all kinds of
problems can result.

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To be a better speaker:
Be considerate. Don’t dominate the conversation by talking only about yourself. Use questions to probe the
person’s feelings or opinions on the topic of conversation.
Speak clearly. Don’t mumble or talk in the opposite direction of the listener. Also, use words that you
know the listener might understand.
Be brief. Don’t over talk a point. It may cause the other person to lose interest in the conversation.
Learn to “read” the listener. If the other person seems inattentive or uncomfortable, it is probably not a
good time to be carrying on a conversation. Recommend having the conversation at another time.
Stay focused on the conversation. Doing something else while you are talking, such as typing or working
on a car, sends a message to the listener that you don’t think the conversation is worthy of your full
attention, and it could inhibit the listener’s responses to what you say.
Concept of Effective Communication.
• Gives choices regarding communication style to adopt.
• Involves creation and exchange of understanding
• Effective communication is achieved when the message received is close in meaning to the message sent.
Concept of Effective Communication

Self knowledge understand other

Communicate effctively

CONT…
Discuss the following whether they are decoder or encoder depending on the context.

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 6. FM radio
7. searching out the meaning of a word in the dictionary.
8. getting confusion about the passage
9. preacher in the church
10. singing a song
Effective Communication
At any workplace where people are able to communicate clearly tends to be a more efficient working
environment.
Effective communication leads to: clear instructions so people know exactly what they are expected to
do and do it properly.
people feeling involved because they are well informed.
higher morale and job satisfaction.
people working better as a team
time and effort saved as people are clear on what to do
To communicate with people effectively you need to:
make sure it is not too noisy to hear what is being said.
sit or stand so that you directly face the person who you are talking or listening to .
maintain eye contact.
use polite opening and closing greetings.
speak clearly and at a medium pace.
speak in an open and neutral tone.
be straight forward and to the point.
keep the message simple
be patient
show interest
use the words that the people you are talking to
understand listen carefully to the conversation so that you get the right message.
You communicate with people at work place for several reasons, example to:
assist customers
receive or pass on information and instructions
discuss problems
take a part in friendly conversations
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ask for information or ask questions
get help
Barriers of communication
Barriers to good communication can make things
difficult and cause misunderstandings.
Good communication is affected when the sender and the receiver do not understand the message in the
same way.
Most Common Barriers to Effective Communication
1. Physical Barriers: this has to do with poor or outdated equipment used during communications,
background noise, poor lighting, temperatures that are too hot or too cold.
2. Attitudes: emotions like anger or sadness (sorrow) can taint objectivity. Also being extremely nervous,
having a personal agenda or “needing to be right no matter what” can make communications less than
effective. This is also known as “Emotional Noise”.
3. Language: this can seem like an easy one, but even people speaking the same language can have
difficulty understanding each other if they are from different generations or from different regions of the
same country.
4. Physiological Barriers: ill health, poor eyesight or hearing difficulties, pain.
5. Problems with Structure Design: companies or institutions can have organization structures that are not
clear, which can make communications difficult. Also to blame for faulty communications are bad
information systems, and lack of supervision or training of the people involved. Most Common Barriers to
Effective Communication
6.Lack of Common Experience: it’s a great idea to use examples or stories to explain a point that is being
discussed. However, if the speaker and the audience cannot relate to these examples because they do not
have the same knowledge or have not shared the same experiences then this tool will be ineffective.
7. Ambiguity and Abstractions Overuse: leaving things half-said, using too many generalizations,
proverbs or sayings, can all lead to communications that are not clear and that can lend themselves to
misinterpretations. Example “the means justifies the end” Most Common Barriers to Effective
Communication .
8. Information Overload: it takes time to process a lot of information and too many details can overwhelm
and distract the audience from the important topics. Keep it Simple, Sweetie
Good communication can be caused by
1.Poor listening
2.Use of slang(jargon)
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3.Ambiguity
4.Non verbal communication which sends the opposite message to what is being said
5. People who think they know everything and don’t listen
6. Making assumptions about what people do or don’t know.
7. Poor expression
Poor communication may lead to:
time being lost because work needs to be redone
accidents
poor quality service and/or products
people feeling “left out”
mistakes being made because instructions are not clear
teams not working well

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