Communication
IN MY last lesson, we saw that the work of every office revolves around the information which flows through it. Information, however, is of no use unless it is given to the person who needs it, in a form he or she can understand. So, as we communicate today, I hope you will understand.
Communication is a two-way process between the sender and the receiver. In an office, a message may be sent in order to:
■ Give or receive information
■ Praise
■ Reprimand
■ Reinforce ideas
■ Get ideas
■ Enquire
Whatever the purpose of the communication, the sender formulates the message and then selects the method of communicating it and the appropriate channel to use.
The three main methods of communication in business are: oral, written and visual.
1. ORAL COMMUNICATION
This is the most common form of communication and it includes: conversations, interviews, meetings and telephone calls.
Conversations serve the purpose of:
■ Providing workers and employers with information.
■ Clarifying ideas.
■ Offering suggestions.
■ Getting immediate reaction to a message.
i. Interviews – This is more formal and organised. You may know of the interview being used to recruit workers, but the interviewers can use this medium to discover much information about a matter by asking appropriate questions. An interview can also be used to evaluate performance, select candidates for promotion and get information.
ii. Meetings – These may be formal or informal. A formal meeting follows a set procedure in which the topics to be discussed are set out; for example, in an agenda. An informal meeting is often unstructured and brief. Meetings are held in order to examine important matters to obtain ideas on issues, with a view to reaching decisions on which action can be taken.
iii. Telephone calls – The telephone is used for both internal and external communication. Telephone calls are used for transmitting information immediately,
2. WRITTEN COMMUNICATION
Written communication is more formal than oral communication. It provides the sender of the message with a written record. Written communication includes: letters, memoranda, reports, notices, and agenda.
i. Letters – The letter provides a permanent record of communication between organisations and between individuals. It is, perhaps, the most common form of external communication and is used for a variety of purposes, including making enquiries, advertising, lodging complaints, replying to complaints, and confirming information.
ii. Memoranda – The memorandum is less formal than a letter. It is used to communicate information within sections or departments of an organisation. The memorandum may be used for:
■ Sending suggestions to superiors.
■ Clarifying decisions taken.
■ Requesting assistance.
■ Confirming conversations.
■ Providing instructions.
■ Seeking information or advice.
iii. Reports – In business, the written report is a formal communication. A report may be a brief witness of an incident or a document compiled after thorough investigation. At times, it is necessary to submit factual information on a problem in the office. A report of this nature is considered to be an occasional report.
iv. Notices – Notices are less formal, as these are used internally. For example, the human resource department may place a notice on a board to inform the staff of vacant positions.
v. – An agenda is a guide indicating the matters to be discussed at a meeting and the order in which they are to be discussed.
ACTIVITY 3. VISUAL COMMUNICATION
I am sure that many of you are familiar with this kind of communication, but how many of you realise that when you look at computer graphics or a charts, communication is taking place? I will now list the different types and ask that you use your textbooks to assist you to make notes on each.
Visual communication helps to make oral or written communication more effective and includes charts, graphs, video films, computer graphics and transparencies.
MEDIUM OF COMMUNICATION
One of the objectives in communication is for students to be able to select the most appropriate medium for sending specific information. Hence, I will now look at the factors to be considered when selecting a medium of communication.
Urgency: If the message is urgent, the communicator has to decide which method will produce the desired result. The following media are used for urgent communication:
■ Electronic mail
■ Telephone
■ Facsimile transmission (fax machine)
Cost: A long-distance telephone call is usually more costly than a letter. The employee who has to communicate with persons in different countries should be familiar with the different rates for these services offered.
Confidentiality: In business, it is not wise to deal with matters of confidential nature on the telephone, since the conversation may be overheard. A letter will best serve this need and the word ‘CONFIDENTIAL’ should be marked on both the letter and the envelope.
Selecting the appropriate medium/media: In selecting the appropriate media, it is necessary to consider more than one factor. Very often, the choice is between speech and the written word.
It should be noted that the medium of speech is fast and it facilitates an immediate response, but there is no record of the communication.
In addition to the means of communication listed above, give one other means as well as its advantages and disadvantages.