By the end of the topic, the learner should be able to:

1. Explain the meaning and importance of communication
2. Describe the lines of communication
3. Explain the essential of effective communication
4. Discuss the advantages and disadvantages of each means of communication
5. Discuss the factors that influence choice of an appropriate means of communication
6. Identify the barriers to effective communication
7. Discuss services that facilitate communication
8. Discuss trends in communication.

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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.

​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;

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:

1. Vertical
2. Horizontal
3. Diagonal

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:-

1. Downward communication
2. Upward 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)

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

​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.

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;

1. Formal communication
2. Informal 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.

​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 supplements 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.

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.

1. 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.
2. 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
3. Encoding - this is the process of expressing ones ideas in form of words, symbols, gestures and signs to convey a message
4. Medium/channel - this refers to the means used in communicating. This could be in the form of letters, telephones and emails among others.
5. The receiver - this is the person for whom the message is intended. The receiver decodes the message for proper understanding.
6. Decoding - this is the process of interpreting or translating the encoded message to derive the meaning from the message
7. 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; these are channels or ways of passing on messages. The four main forms are;

1. Oral communication
2. Written communication
3. Audio –visual communication
4. Visual communication

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

​This is where information is conveyed by talking (word of mouth)
It is also known as verbal 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

​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.

​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

​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

vi) 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

 (i)Letters
Letters are the most commonly used means of communication.
There are two categories of letters;

1. Formal letters
2. 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 organisation. 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

​3) Visual Communication
This is the process of passing information by use of diagrams, drawings pictures, signs, and gestures etc.
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

​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.

​5) Audio Communication
This is when the message is transmitted through sounds. Examples include

• 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
• 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

1.         1996 P1
Outline four reasons why a business person may prefer written communication to verbal communication. (5 marks)
2.         1997 P1
State five services offered by the post office. (5 marks)
3.         1998 P1
State four advantages of verbal communication. (4 marks)
4.         1999 P1
Highlight four advantages of using telex as a means of communication.   (4 marks)
5.         1999 P2
Discuss the factors that a firm may consider in choosing a method of communication within the firm
6.         2000 P1
State four features of effective communication. (4 marks)
7.         2001 P1
State four reasons why the post office is still popular as a means of sending letters.     (4 marks)
8.         2001 P2
State reasons for use of letters in business communication.
9.       2002 P1
Give four reasons why a person would send a message by mail rather than by telephone. (4 marks)
10.       2003 P1
Highlight four factors that may limit the use of telephone as a means of communication in Kenya. (4 marks)
11.       2004 P1
State four problems that may interfere with the effectiveness of face to face communication.  (4 marks)
12.      2006 Q15 P1
Give four reasons why one would prefer a letter to a telephone to send a message. (4 marks)
13.          2007 Q2 P1
The following terms relate to communication: vertical, horizontal, formal and   informal.  Write the appropriate term of communication associated with each of the following statements.

14.          2007 Q1b P2
b) Explain four advantages of transaction business through e-commerce. (8 marks)
15.          2008 Q5 P1
Outline four benefits that may accrue to a business person who uses e-mail to communicate. (4 marks)
16.          2009 Q12 P1
Outline four circumstances under which face to face communication may be ineffective.
17.        2012 Q5 P1
Outline one circumstance under which each of the following telecommunication services may be used:

1. Paging
2. Facsimile(fax)
3. Radio call

18.       2012 Q4b P2
(b) Explain five elements of effective communication. (10 marks)