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UNIVERSITY OF MAIDUGURI
Maiduguri, Nigeria
CENTRE FOR DISTANCE LEARNING
MANAGEMENT SCIENCES
BUS 208:
UNIT: 3
BUSINESS COMMUNICATION
BUS 208:
units
Published
BUSINESS COMMUNICATION
3
2007©
All rights reserved. No part of this work may be reproduced in any
form, by mimeograph or any other means without prior permission in
writing from the University of Maiduguri.
This text forms part of the learning package for the academic
programme of the Centre for Distance Learning, University of
Maiduguri.
Further enquiries should be directed to the:
Coordinator
Centre for Distance Learning
University of Maiduguri
P. M. B. 1069
Maiduguri, Nigeria.
This text is being published by the authority of the Senate, University
of Maiduguri, Maiduguri – Nigeria.
ISBN:
978-8133-
ii
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PREFACE
This study unit has been prepared for learners so that they can do
most of the study on their own. The structure of the study unit is
different from that of conventional textbook. The course writers have
made efforts to make the study material rich enough but learners need
to do some extra reading for further enrichment of the knowledge
required.
The learners are expected to make best use of library facilities and
where feasible, use the Internet. References are provided to guide the
selection of reading materials required.
The University expresses its profound gratitude to our course writers
and editors for making this possible. Their efforts will no doubt help
in improving access to University education.
Professor J. D. Amin
Vice-Chancellor
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HOW TO STUDY THE UNIT
You are welcome to this study Unit. The unit is arranged to
simplify your study. In each topic of the unit, we have introduction,
objectives, in-text, summary and self-assessment exercise.
The study unit should be 6-8 hours to complete. Tutors will be
available at designated contact centers for tutorial. The center expects
you to plan your work well. Should you wish to read further you could
supplement the study with more information from the list of
references and suggested readings available in the study unit.
PRACTICE EXERCISES/TESTS
1. Self-Assessment Exercises (SAES)
This is provided at the end of each topic. The exercise can help
you to assess whether or not you have actually studied and understood
the topic. Solutions to the exercises are provided at the end of the
study unit for you to assess yourself.
2. Tutor-Marked Assignment (TMA)
This is provided at the end of the study Unit. It is a form of
examination type questions for you to answer and send to the center.
You are expected to work on your own in responding to the
assignments. The TMA forms part of your continuous assessment
(C.A.) scores, which will be marked and returned to you. In addition,
you will also write an end of Semester Examination, which will be
added to your TMA scores.
Finally, the center wishes you success as you go through the
different units of your study.
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BUSINESS COMMUNICATION
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INTRODUCTION TO THE COURSE
Communication is an essential attribute of human existence
as well as a necessary condition for the operation of human
societies. It is a major tool for accomplishing goals and
objectives. Communication makes it possible the transmission of
meanings – ideas and thoughts - and the sharing of experiences,
feelings,
intentions
communication
is
and
wisdom
breached,
among
organized
people.
activities
When
of
the
organization cease to exist and thus functions like planning,
organizing, directing and controlling are greatly jeopardized. To
avoid this, Managers must make adequate arrangement so that
those at the key positions in the organization have the need to
know when and what to communicate; as well as the how of
information transfer for the achievement of the stated goals and
objectives of the organization.
This course is designed to help students and potential
managers understand:
a. What communication is
b. The process involved in communication
c. The structure and patterns of communication
d. Methods of transmitting information
e. Barriers to effective communication
f. How to write good business/official letters.
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UNIT: 3
T A B L E O F C O N T E N TS
PAGES
PREFACE
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INTRODUCTION TO THE COURSE
TOPIC
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THE MEANING OF COMMUNICATION 3
2:
COMMUNICATION PROCESS
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STRUCTURE AND PATTERNS OF
COMMUNICATION
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BREAKDOWNS IN COMMUNICATION 22
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PRACTICAL ASPECTS OF
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SOLUTIONS TO EXERCISES
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TOPIC 1:
TABLE OF CONTENTS
PAGES
1.0
TOPIC:
THE MEANING OF COMMUNICATION 3
1.1
INTRODUCTION
1.2
OBJECTIVES
1.3
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SUMMARY -
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TOPIC: THE MEANING OF COMMUNICATION
1.1
INTRODUCTION
3
The meanings of communication vary with the background
of the user of the concept. As a result, the need to look into the
meanings of communication from different viewpoints of users
of the word communication is important.
1.2
OBJECTIVES
At the end of the topic, you should be able to:
i.
Understand
various
definitions
of
communication
ii.
Adopt one definition for appropriate usages and
iii. Understand the internal and external value of
effective communication
1.3
IN-TEXT:
1.3.1
THE MEANING OF COMMUNICATION
a)
b)
c)
d)
e)
Ordinarily, a civil engineer, sociologist, electrical
engineer; etc will refer to communication as network
of roads, newspapers and telephone respectively.
To the Oxford Dictionary, to communicate means to
impart, transmit and to share information between
two or more persons.
Little (1977) defines communication as the process by
which information is passed between individuals and
or organization by means of previously agreed
symbols. Here, attention is placed on non-verbal
aspect of communication in which two persons must
agree on one meaning of a symbol.
McFarland (1974) looks at the word communication
as the process of meaningful interactions among
human beings. This definition gives attention to all
information received that could be used profitably by
the organization.
Beach; (1965) sees communication as the transfer of
information and understanding from one person to
another. The author attaches importance to the
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understanding and meaningful interpretation by the
receiver of the message.
Hambagda (2000), communication is the ability to
convey in the simplest form of information or ideas
that the recipient can easily understand and an ability
on the part of the recipient to reciprocate in such a
way that we can understand him.
THE VALUE OF EFFECTIVE COMMUNICATION
While there are many values of effective organization, they
can generally be categorized into the following:
1.3.2.1 INTERNAL VALUES:
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Goals and objectives settings.
Since organizations have various formal and
informal goals and objectives to achieve in their
existence, there is the need to communicate the
importance of the goals and objectives to enable
employees work towards a common purpose.
Decision-making – effective implementation
Whenever a good decision is made, there is need
for effective implementation. It is only when
decisions made are communicated that such decision
could be implemented.
Control purpose – measure performance
Since manager’s decisions are translated into
actions, management need to measure performance
against
set
standard.
Without
effective
communication, no information could be obtained for
controlling the desired result.
Recruitment & Staff Development – Requires
information
There is no recruitment without information, no
staff development without learner and no learning
without communication. Most organizations review
policies governing performance through standard
forms (appraisals) for staff evaluation into higher
position. This cannot be done without effective
communication.
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EXTERNAL VALUES:
No organization can function in isolation to its
environment. It must relate to financial institutions, consumers,
competitors, suppliers, government, etc for effective and
efficient operation. That is to say to survive; organizations must
effectively share information and or communicate with the
forces in the environment. According to Koontz, O’Donnell and
Weihrich (1980), it is through information exchange that
managers become aware of the activities of the customers,
shareholders, competitors, trade union activities, financial
institutions government rules and regulations on businesses, the
community and other demands of the society.
1.4
SUMMARY:
From the foregoing definitions, there is a relationship
between the sender and receiver of the information before
communication can take place. In between the sender and
receiver is the channel through which the information is
exchanged for decision-making. The value of effective
communication can be manipulated for internal as well as for
external use by organizations.
1.5
SELF ASSESSMENT EXERCISE
1.
2.
1.6
What is communication?
What are the value of effective communication to
organizations?
REFERENCES
O. A. Hambagda (2000) Communication for Management,
2nd edition, Malthouse Press Limited – Lagos.
Beach, D.S. (1965): People and Performance, London,
Heinemann.
Koontz, O’Donnell, and Weirich (1980): Management. 4th
edition McGraw-Hill Books
1.7
SUGGESTED READING
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Mc Farland; D. M. (1974) Communication In Business;
Blackwell, New York.
P. Little (1977) Business Communication, Longman London
Saundra; H, Richard; L and Weaver II (2001)
Communicating Effectively; 6th Edition, McGraw-Hill
Companies, New York.
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TOPIC 2:
TABLE OF CONTENTS
PAGES
2.0
TOPIC:
COMMUNICATION PROCESS
2.1
INTRODUCTION
2.2
OBJECTIVES
2.3
IN-TEXT
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TOPIC: COMMUNICATION PROCESS
2.1
INTRODUCTION:
3
The communication process will involve the knowledge of
what is be done to formulate complete idea and thoughts as
information that can be used for decision making in the
organization. The communication process is portrayed as having
three basic elements. The elements are the sender, channel and
the receiver. According to Hambagda (1996), the elements are
interactive so much that when broken into sub-units, the sender
could control some elements while the receiver controls others.
2.2
OBJECTIVES:
At the end of the topic, you should be able to:
i.
Understand the series of things to be done
before an idea and thoughts will be passed
between the sender and receiver of the
information.
ii.
Understand what is done at every stage to
develop a message into a product ready for
users.
2.3
IN-TEXT:
2.3.1
COMMUNICATION PROCESS
The word process refers to series of things that are done in
order to achieve a particular result. Relating this definition to
communication, what are those things that are done in order to
pass information from the sender to the receiver? Generally, the
communication process can be portrayed as having three basic
elements. The elements are the sender, channel and the receiver.
According to Hambagda (1996), the elements are interactive so
much that when broken into sub-units, the sender could control
some elements while the receiver controls others. Thus, the
communication process involves the following stages:
2.3.1.1 THE SENDER PROCESS:
The initiator of any message/information is the
sender. Ideas and thoughts emanating from the sender
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must be crafted to give meaning to the individual or group
of persons outside the mind of the sender. That is why
poorly thought out message will always be poor regardless
of how well it has been transmitted.
2.3.1.2 THE ENCODING PROCESS
The encoding process is the stage where information
or intended messages are translated into series of signs
and symbols that will be understood by someone (receiver)
outside the mind of the sender. Here, the sender of the
message must establish mutuality in meaning with the
receiver by choosing symbols, usually in the form of words
and gestures that the sender believes to have the same
meaning to the receiver.
2.3.1.3 THE MESSAGE
The encoded ideas and thoughts become the actual
messages. In order words, they have been formed into either a
speech that can be spoken, words that can be read and gestures
that can be understood by anyone outside the mind of the
sender.
2.3.1.4 THE CHANNEL
Channel refers to the means through which people pass or
receive information. It is the apparatus by which information are
passed to the receiver. They are usually selected from among the
range of existing channels available to the sender of the
message. For example, air for spoken paper for written
messages; signs and symbols for non-verbal messages
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2.3.1.5 DECODING PROCESS
It is the stage where the interpretation and transmission of
a message into their actual or real meaning of the message takes
place. It is very important to note that, the stage is affected by
the receivers past experience, personal assessment of the signs,
symbols and gestures used, expectations etc. This is because
poor decoding leads to poor meaning of the intended message.
2.3.1.6 THE RECEIVER
The receiver is the person to whom the message is
intended. The receiver must be a good listener. Good observer;
and a good reader; otherwise good meaning may not be attached
to the message
2.3.1.7 THE FEEDBACK
The feedback is the response to a message. According to
Beach; (1979), it is a return match to a message. McCaskey;
(1979) says, feed back can come in many forms-verbal, facial,
follow-up, letters and memos. It goes back through the same
entire communication process.
2.3.1.8 THE NOISE
Noise in an ordinary sense refers to uncoordinated sound.
In the context of this course, it is defined as anything that
confuses, disturbs, distorts, interferes; etc, with the
transmission process of information. Stone; (1989) says, noise
could be internal (when receiver is not paying attention) or it
could be external (when the message is distorted by elements in
the environment). However, James; (1985) is of the view that;
noise can be found at all the stages of the communication
process.
2.4
SUMMARY
The communication process is worthy to note by managers
for effective and efficient dissemination of information for
the success of the organization. The process can take one
second to complete and at the same time it can take
number of days to complete.
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2.5
3
SELF ASSESSMENT EXERCISE
1.
2.
2.6
BUSINESS COMMUNICATION
What are the three basic elements involved in the
communication process?
How do you develop ideas and thoughts into a product
or service?
REFERENCES
O. A. Hambagda (1996) Communication for Management,
2nd edition, Malthouse Press Limited – Lagos.
Beach, D.S. (1965): People And Performance, London,
Heinemann.
Koontz, O’Donnell, and Weirich (1980): Management. 4th
edition McGraw-Hill Books
Mcfarland;D.M. (1974)
Blackwell, New York.
Communication
In
Business;
P. Little (1977) Business Communication, Longman London
Saundra; H, Richard; L and Weaver II (2001)
Communicating Effectively; 6th Edition, McGraw-Hill
Companies, New York.
2.7
SUGGESTED READINGS
O. A. Hambagda (1996) Communication for Management,
2nd edition, Malthouse Press Limited – Lagos.
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TOPIC 3:
TABLE OF CONTENTS
PAGES
3.0
TOPIC:
STRUCTURE AND PATTERNS OF
COMMUNICATION
3.1
INTRODUCTION
3.2
OBJECTIVES
3.3
IN-TEXT
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REFERENCE
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SUGGESTED READINGS
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TOPIC: STRUCTURE AND PATTERNS OF
COMMUNICATION
3.1
INTRODUCTION:
3
This topic exposes the students to network of
communication – organizational structure – by which ideas
and thoughts are passed formally or informally in the
organization, its forms, advantages and solutions to the
problems encountered. Both make meaningful contribution
to the success and failure of the organization. This is
because messages are passed through the structures and or
the patterns.
3.2
OBJECTIVES:
At the end of the topic, you should be able to:
i.
Know that, the structure and patterns
of communication could be formal
and informal network that can be
downward, upward and horizontal.
ii.
Understand
the
forms,
advantages/disadvantages
of
the
network
communication
in
the
organization.
3.3
IN-TEXT:
3.3.1
STRUCTURE AND PATTERNS OF COMMUNICATION
The structure and pattern of communication in any
organization could be formal and informal. Both make
meaningful contribution to the success and failure of the
organization. It could be in the following ways.
3.3.1.1
DOWNWARD STRUCTURE AND PATTERNS OF COMMUNICATION
There are usually structures and patterns that exist in an
organization for the purpose of passing information from the top
management level to the employees at the bottom of the
organization. Information transmitted here comes in the form of
directives for handling tasks, procedures for doing a job; etc,
which could be verbal, written, etc. through a variety of
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channels. The major disadvantage of this stage is that,
employees carry out their roles without knowing the reasons.
This may lead to frustration. To correct this, down
communication should be carried out along side with upward
communication. See the diagram below:
General Manager
Personnel
Manager
Deputy
Personnel
Manager
Workers
3.3.1.2
Marketing
Manager
Finance
Manager
Production
Manager
Deputy
Marketing
Manager
Deputy
Manager
Deputy
Production
Manager
Workers
Workers
Workers
UPWARD STRUCTURE AND PATTERN OF COMMUNICATION
It is necessary to provide a feedback on the down ward
communication in the organization. It comes in the form of
suggestions, complain, comments; etc about how a particular
task has been carried out by the employees. Here, information
must be crafted in a way that it is acceptable to the supervisor.
The disadvantage here is that, the employees are placed in a
grievance situation in the sense that their message may not
reach the top management. To avoid these ugly situations, make
use of special facilitating mechanism so that aggrieved
employees get their message across to the top management. This
may be through: (a) open door policy (b) Alternate appeal
channels (c) special intelligent channels (d) committees (e)
meetings and (f) suggestion box. Students are advised to take
notes as these points (a-f) are discussed.
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General Manager
Personnel
Manager
Marketing
Manager
Finance
Manager
Production
Manager
Deputy
Personnel
Manager
Deputy
Marketing
Manager
Deputy
Finance
Manager
Deputy
Production
Manager
Workers
3.3.1.3
Workers
Workers
Workers
HORIZONTAL/DIAGONAL STRUCTURE AND PATTERNS OF COMMUNICATION
This stage explains how information flows between
departments at the same level and personnel at different levels
who have no direct reporting relationship. It arises for proper
coordination of tasks for common goals for the organization. For
example through direct contact, tasks force, managerial roles
etc. the problem and or the disadvantages is that employees will
not be allowed to make comments on a matter of concern beyond
their area of actuality. Due to uniform plans for the active
departments in the organizations, to be effective, horizontal
communications should be carefully planned.
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Director of
Works Dept.
A
3
Dept. B
Director of
Finance
GENERAL
OFFICE
Dept. C
Director
Personnel
3.4
Dept. D
Director
SUMMARY:
There is no one single structure and patterns to be
adopted by any organization. It depends on the size of the
organization. In most cases, a combination of the network
of communication could be used on the basis of suitability
and appropriateness given the environment of operation.
3.5
SELF ASSESSMENT EXERCISE
1.
2.
3.6
What are the ways by which the organization can
improve upward communication?
What are the ways by which the organization can
improve downward communication?
REFERENCES
O. A. Hambagda (1996) Communication for Management,
2nd edition, Malthouse Press Limited – Lagos.
Beach, D.S. (1965): People and Performance, London,
Heinemann.
Koontz, O’Donnell, and Weirich (1980): Management. 4th
edition McGraw-Hill Books
Mcfarland;D.M. (1974)
Blackwell, New York.
Communication
In
Business;
P. Little (1977) Business Communication, Longman London
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Saundra; H, Richard; L and Weaver II (2001)
Communicating Effectively; 6th Edition, McGraw-Hill
Companies, New York.
3.7
SUGGESTED READINGS
O. A. Hambagda (2000) Communication For Management
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TOPIC 4:
TABLE OF CONTENTS
PAGES
4.0
TOPIC:
METHOD OF TRANSMITTING
INFORMATION -
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INTRODUCTION
4.2
OBJECTIVES
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REFERENCE
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4.0
TOPIC: METHOD OF TRANSMITTING INFORMATION
4.1
INTRODUCTION:
3
This topic prepares the minds of the student in the
understanding of series of methods/ways by which ideas
and thoughts are transmitted from the sender to the
receiver via specific tools/instruments. The knowledge of
the communication process and or that of the structure and
patterns of communication are very important in
understanding the methods involved in transmitting
information.
4.2
OBJECTIVES:
At the end of this topic, you should be able to:
i.
Understand that, ideas and thoughts are
now a product ready for use by
organizations in decision making.
ii.
Discuss
the
means
by
which
the
information as a product are transmitted.
4.3
IN-TEXT:
4.3.1
METHOD OF TRANSMITTING INFORMATION
The message or information is now a product/service.
Individuals, groups and organization have series of methods
available for transmitting information as they carry out their
responsibilities within and outside the organization. They may
use one, two, or a combination of the following:
4.3.1.1
THE VERBAL METHOD – SPOKEN WORD
When information is encoded, they become the actual
message. The actual message is just like a final product or
service ready for customers to buy. If they are spoken, it is
expected that they can be heard and understood by any one
outside the mind of the sender. Thus, do not start talking until
you thought over what you want to say verbally. Based on this,
the sender of the message must have confidence in what he
wants to transmit verbally because; he must transmit it well so
that the receiver of the message will understand the sender. It is
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only in this way that the audience will be willing and ready to
listen to the sender of the message. To add more value to the
understanding of the message, we attach importance to the
correct use of grammar and syntax. This is usually determined
by the manipulation of the voice as an instrument for
transmitting verbal or spoken message/information. The voice is
thus used as an instrument for passing interpersonal or
exchange of information between a person and group of persons.
4.3.1.2
THE WRITTEN WORD
While the voice is the instrument used for transmitting
information in the verbal method; papers and ink are the
instrument used for passing information that are written. This
stage is very important because individuals as well as
organizations pass information using letters, memos, reports,
queries, circulars etc in hand written and other form of printing.
Here, adequate planed is needed – an outline before the actual
writing take place.
It is important to note here that this form of transmitting
information can fall into the wrong hands. Thus, information
managers are expected to make adequate protection of all
incoming and outgoing written messages of the organization.
4.3.1.3
THE NONE-VERBAL METHOD
This involves the choice and use of signs and symbols to
transmit and information to persons or group of persons within
and outside the organization. It involves the use of body
movement that must be understood by the receiver. This method
is effective where laws, rules and regulations prohibit certain
mode of communication.
4.4
SUMMARY
4.5
SELF ASSESSMENT EXERCISE
1.
Indicating the key instrument to be used, identify and
discuss
the
ways
by
which
well-developed
information as a product can be delivered to the
receiver.
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REFERENCES
O. A. Hambagda (1996) Communication for Management,
2nd edition, Malthouse Press Limited – Lagos.
Beach, D.S. (1965): People and Performance, London,
Heinemann.
Koontz, O’Donnell, and Weirich (1980): Management. 4th
edition McGraw-Hill Books
Mcfarland; D.M. (1974)
Blackwell, New York.
Communication
In
Business;
P. Little (1977) Business Communication, Longman London
Saundra; H, Richard; L and Weaver II (2001)
Communicating Effectively; 6th Edition, McGraw-Hill
Companies, New York.
4.7
SUGGESTED READINGS
O. A. Hambagda (1996) Communication for Management,
2nd edition, Malthouse Press Limited – Lagos.
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TOPIC 5:
TABLE OF CONTENTS
PAGES
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TOPIC:
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5.1
INTRODUCTION
5.2
OBJECTIVES
5.3
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5.3.1 BREAKDOWN IN COMMUNICATION
5.3.2 INDIVIDUAL BREAKDOWN IN
COMMUNICATION
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5.3.3 ORGANIZATIONAL BREAKDOWN TO
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TOPIC: BREAKDOWNS IN COMMUNICATION
5.1
INTRODUCTION:
3
Effective communication involves the ability to send
and receive information through series of methods
(written, verbal, & non-verbal). When the manipulations of
the methods are complex, possibility exists for
disturbances, breakdowns and blockages of the flow of
information. This topic identifies possible breakdowns in
effective communication in any organization. The idea is to
find a solution to them.
5.2
OBJECTIVES:
At the end of this topic, you should be able to:
i.
Get exposed to the knowledge of the
individual and organizational factors that
block the flow of ideas and thoughts from
the sender to the receiver while at the
work place.
ii.
Discuss
strategies
for
effective
communication among employees in the
organization.
5.3
IN-TEXT:
5.3.1
BREAKDOWNS IN COMMUNICATION
Breakdown in communication causes misunderstanding
between the sender of the information and the receiver. The
breakdown in communication would be discussed under the
following sub-topics:
5.3.2
INDIVIDUAL BREAKDOWN IN COMMUNICATION
At anytime information and or message are sent or
received the meaning of the message usually depend on the
individual’s
personal
perception,
judgment,
emotions,
experience and social value of the persons participating in the
communication act. The individual breakdowns are further subdivided into:
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5.3.2.1 THE SENDER
The senders do not just send information without prior
thinking, planning and deciding on the purpose of what is to be
communicated. This means, no matter how well conceived the
message is in the mind of the sender, information will be
confused if the encoding is punctuated poorly with chosen
words, omissions and awkward sentence structure.
5.3.2.2 INDIVIDUAL PERCEPTION
Different people perceive the meaning of messages
transmitted differently from its actual meaning. This may result
from lack of attention hence good interpretation of the message.
As messages flow, it is often been simplified, distorted, and or
modified to suit the interest of the manager.
5.3.2.3 SEMANTIC DIFFERENCES
Semantics refer to different meanings attached to different
messages as they are being transmitted verbally, in writing or
through signs and symbols. Thus, since words spoken or written
are the main vehicles of communication, it is necessary that they
should have the same meaning for the receiver as they have for
the sender.
5.3.2.4 STATUS DIFFERENCE
Organizations in their existence create status differences
through titles, offices/positions, etc among the personnel of the
organization. In the same way, individuals attribute meanings to
status difference e.g. messages coming from subordinates to
superiors may be modified even if the message is based on facts.
In the same way, messages originating from the superior to the
subordinates may be perceived as correct well informed
regardless of the facts.
5.3.3
ORGANIZATIONAL BREAKDOWN TO COMMUNICATION
Organization breakdown to effective communication arose
from the noise, from account of information overload,
information distortion, pressure of time and general breakdown
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in communication process. Attempt will be made to explain
following:
a)
Noise:
When many words are used in communicating an idea or
thoughts the message get lost at the transmission stage (spoken,
non-verbal or written). For example, many people may be
talking and want to be heard at the same time, message get lost
at the transmission stage.
b)
Information Overload:
Often, a single information is likely to contain many
messages. This means multiple messages are transmitted at the
same from sender to the receiver. When this occurs, messages
are either processed very slowly or no action is taken at all.
c)
Time Pressure:
At all times, people say time is money. When managers are
busy, time becomes scarce. A manager under time pressure
cannot plan and develop the message very well before
transmitting, it is to the receiver and thus the receiver may have
little or no time for feedback.
d)
Communication Network:
The communication network in any organization could be
downward, upward and horizontal. Breakdown occurs along
these networks in the following ways:
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ii.
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Downward – Managers to reflect on the experience
and languages skills of the subordinate to their
message. Thus educational background is important
here – different meanings to pleas and thoughts.
Upward – Employees lack the ability to express
themselves due to lack of training in communication
skills.
Horizontal – The volume of information before the
employees leads to loses, misplacement, telephone
calls not responds to, etc and thus no message is
passed across at all.
e)
Information Distortion:
There are many reasons why many organizations distort
information. It could be international or otherwise. It is
intentional when organizations or departments compete for
resources allocation so as to gain advantage. It is otherwise due
to difference in time pressure or information overload. In the
same way only information that interest the superior are past
due to reason known to the sender or receiver of the message.
5.3.4
STRATEGIES FOR EFFECTIVE COMMUNICATION
Organizations vary in their structure, mission and needs of
their employees. In the same way, communication strategies will
also differ from one organization to the other. This is because
what works for one will not work for the other.
Based on this, we shall attempt to discuss the strategies for
improving communication in a given organization. There can be
no specific generally accepted strategies for improving effective
communication but the following can be useful strategies.
A)
LEADING BY EXAMPLE
Management of an organization is placed under a
compulsory condition to communicate through existing chain of
command – based on the organizational structure. Here
pertinent information for the progress of the organization
should be shared structurally – upwards, downward and
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horizontal -hierarchically. This is important to clear off rumors,
grapevines and poor feedback information that may affect the
progress of the organization.
B)
IMPROVING INFORMATION DISTORTION
As there are various departments in an organization, they
differ in their departmental ethics. Where this exists, there will
be information distortion. To avoid it therefore, employees are
expected to spend at least reasonable time in each department
before finally placing them on their respective jobs.
C)
COMMUNICATION SKILLS TRAINING.
Training allows participation; which in turn lead to
increased
productivity.
Bradly
(1977)
believes
that;
communication will improve if leaders give room to suggestions,
allow employees to ask questions, stimulate participation and
demonstrate a desire for groups to reach their own conclusion
on a given issue.
D)
IN-PLANT COMMUNICATION PROGRAMME
In modern organization, specific time is set-aside to
give/brief employees on information and the reasons behind the
information of the progress of the organization. It may be about
employee’s new job, work area, the entire plant. etc. Through
this, groups interact physically to discuss matters arising on
their job.
E)
OTHERS
This may include improvement on both individual as well
as organizational breakdowns in communication. e.g. improving
on the sender differences, status difference, noise, information
overload, time pressure, breakdown in communication network
and information distortion. Improving on these items will surely
go a long way to improve effective communication in a given
organization.
5.4
SUMMARY:
Breakdown in communication is divided into two;
individual and organizational breakdown in communication.
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They cause misunderstanding between the sender and receiver
of the information. The understanding of this will pave way for
strategies for effective communication among employees in the
organization. Conclusively, what we have treated so far is
referred to as the principles of effective communication. We may
therefore need to apply them on some of the daily
communication activities.
5.5
SELF ASSESSMENT EXERCISE:
2.
5.6
How
does
organizational
breakdown
in
communication differ from individual breakdown in
communication?
REFERENCES:
O. A. Hambagda (1996) Communication for Management,
2nd edition, Malthouse Press Limited – Lagos.
Beach, D.S. (1965): People and Performance, London,
Heinemann.
Koontz, O’Donnell, and Weirich (1980): Management. 4th
edition McGraw-Hill Books
Mcfarland;D.M. (1974)
Blackwell, New York.
Communication
In
Business;
P. Little (1977) Business Communication, Longman London
Saundra; H, Richard; L and Weaver II (2001)
Communicating Effectively; 6th Edition, McGraw-Hill
Companies, New York.
5.7
SUGGESTED READINGS
O. A. Hambagda (1996) Communication for Management,
2nd edition, Malthouse Press Limited – Lagos.
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TOPIC 6:
TABLE OF CONTENTS
PAGES
6.0
TOPIC:
PRACTICAL ASPECTS OF
COMMUNICATION
6.1
INTRODUCTION
6.2
OBJECTIVES
6.3
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6.3.2 GENERAL QUALITIES OF WRITTEN
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6.3.3 COMMUNICATING THROUGH LETTERS
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6.3.4 MEMORANDUM (MEMO)
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REFERENCE
6.7
SUGGESTED READINGS
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TOPIC: PRACTICAL ASPECTS OF COMMUNICATION
6.1
INTRODUCTION:
3
Writing is a requirement for all formalized education
and most business careers. The reality of the work place
demands that you know how to write easily and effectively.
This topic prepares you on the skills of business writing by
applying the principles of effective communication that you
learnt in the earlier part of the course. Although much of
the communication at the workplace is oral, managers and
supervisors are certainly required to produce numerous
written documents in the form of memoranda, letters,
reports, and minutes of meetings; etc for the effective and
efficient performance and management of all tasks.
6.2
OBJECTIVES:
At the end of this topic, you should be able to:
i.
Acquire knowledge on the art and process
of communicating formally and informally
through numerous written documents in
the form of memoranda, letters, reports,
and minutes of meetings; etc for the
effective and efficient performance and
management
of
all
tasks
in
the
organization.
6.3
IN-TEXT:
6.3.1
PRACTICAL ASPECTS OF COMMUNICATION
Although much of the communication at the workplace is
oral, managers and supervisors are certainly required to produce
numerous written documents in the form of memoranda, letters,
reports, and minutes of meetings; etc for the effective and
efficient performance and management of all tasks.
6.3.2
GENERAL QUALITIES OF A WRITTEN COMMUNICATION
By applying the principles of effective writing (completeness,
conciseness, clarity, concreteness, correctness and courtesy) in
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the course of writing a letter, memo and reports, there are
general qualities for effective writing. They are:  Establish your purpose:
What is the reason for writing the letter, memo,
report etc? Each must have a reason for which they are
written. That is why letters have titles.
 Consider your tone:
Do you want to sound pleasant, angry, humble or
informal? Choose words and thoughts that clearly
communicate the tone you want. This should be in advance.
 Plan and outline your thoughts:
This is very necessary for effective writing. Either jot
down your main points or develop a good outline and then
stick to the outline. However, if ideas or thoughts come to
you during the writing, re-write the outline.
 Construct good paragraphs:
Having a good outline demands developing the plans
into concise paragraphs. Each paragraph must have detail
and clear statement of the purpose for which the message
is intended.
 Support all ideas with evidence and examples:
Where there are thesis statements, it should be
followed up with facts, opinion, statistics etc as evidence or
examples. Important here is that, the evidence or opinion
should be accurate and thorough.
 Consider the style of writing:
This is usually a matter of choice of words that create
professional image. Thus, avoid the use of jargon and
unnecessary words that distort the purpose for which you
are writing.
 Create a strong ending:
All statements expressing an idea or thoughts should
have firm sounding statements. Thus, re-iterate the idea
and thoughts in the message. Here, important points in the
message are highlighted again.
 Read your work (Composition) edit and redraft:
This stage makes the composition more objectives
because it gives your work a kind of balance, clarity,
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completeness, conciseness and other qualities of good
writing.
 Proofread your final work:
This helps in eliminating things like misspelling, gives
your work good punctuation, free from errors of syntax and
other grammatical errors.
6.3.3
COMMUNICATING THROUGH LETTERS:
The relationships between the organization and its
environment are usually determined through letters. It is often
been said that the organizations letters are its ambassadors. A
minimum communication standard for the business letters
should be that it is expressed in clear and exact English and
contains no error of syntax, spelling or punctuations.
a)
Features of Effective Letters:
Letters are good representatives, mirror, contact
point and a silent public relation officer of the
organization. When letters are sent to their destination, we
cannot determine the receiver or the conditions under
which it will be received. In the same way, the sender
cannot rise to a point for further explanation and at the
same time cannot affect the decision that will be taken
based on the letter. Because of these reasons, senders or
writers of letter take a great pain to ensure that messages
going into the environment of the organization must look
right, sound right, and the reactions must be introduced so
that it can produce the right interpretation and hence the
right reaction:
Looking right means the letters must be looking right
in their appearance, material used, professional or
company headed papers, qualitative typing, good format
and good layout.
On the other hand, letters must sound right in their
tone. This gives it a positive relationship between the
sender and the receiver. The tone should be tactful, good
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courtesy with the understanding of the background of the
receiver. However, all letters should sound business like,
competent and efficient. It must be very brief, direct, clear,
concise, simple, tactful and sincere.
b)
Classification of letters:
Ordinarily, letters may be classified as being private
person to organization, organization-to-organization and
private-to-private. For the purpose of this course, we shall
classify letters according to the following: c) Tell Letters:
These are informative letters. They are written with
the purpose of making the receiver understand what is
being communicated. For example, change in policies,
planned sales etc, that may be of interest to the customers,
shareholders and suppliers. Tell letters are further subdivided into the following categories: Request letters:
These are letters that determines two things.
The interest and non-interest of the receiver in the
letter. Where interest exist, do not persuade and the
other way round. Where requests are many, provide a
list of items with reasons.
 Reply Letters:
All reply letters should be prompt within
reasonable number of days. Reply letters start with
the best news in the first paragraph; then followed by
detailed explanations with a positive conclusion.
 Purchase Letters:
These are letters that are written as an order to
purchase goods and services without necessarily
trying to excite the interest of the receiver. The
sender should state his needs clearly and directly
showing the description in terms of sizes, weight,
shapes, color and amount to be paid. The absence of a
good description may lead to a delay in the reply to
the message.
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 Acknowledgement letters.
This letter responds to request or purchase
letters. They confirm to the request showing clearly
the correct price, quality, packaging, mode of
payment and a brief sales message for further needs
of the customers.
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d)
Sell Letters:
These are letters written to persuade the receiver by
all means to accept the message. Sell letters requires the
manager’s ability to attract the attention, interest, desire
and anticipated action of the receiver. The letter requires
adequate planning, logical presentation and hence a good
understanding of the motivational needs of the receiver to
accept the message.
According to Hambagda (2002), the basis of sell
letters consists of four parts commonly known as ‘AIDA’
model. For any presentation of an idea or thoughts, the
manager must (A) attract attention (I) Gain Interest, create
Desire (D) and (A) precipitate Action (A).
Sell letters are sub-divided into the following:  Claim Letters:
These are letters that are written by the sender
to get a satisfactory settlement for something done
wrongly. It is written to solve a problem of a letter
that has not been responded to. Where this occurs,
the AIDA option is utilized. The letter must establish a
positive relationship, description of the problem and
demands an explanation of why the receiver must act.
 Collection letters:
These are letters written as a reminder to a
customer that payment for what was collected is due,
overdue and as a last resort, the sender may threaten
to take legal action against the receiver. The amount
involved should be stated clearly, the date due,
penalties for non-or late payment and or the balance
required to be paid.
 Sales letters:
The purpose of this letter is to make a direct
sale, stimulate future sales or to win back lost
customers. It has three basic features viz,
salesmanship (know your product) know your
customers and know your purpose. Thus, stress the
most likely appeal to elicit the desired response from
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the receiver. End the letter with a reminder of the
benefits and strong appeal for urgent action.
e)
Resolve Letters:
These are tactful letters. At times, business
news can hurt others and otherwise. To achieve a
balance between the two situations, the sender of the
message must start by thinking about the central idea
to be conveyed and the impact the idea will have on
the receiver. For example stating simply that the bad
news was the decision of the management and that
under the circumstances the decision is fair and
reasonable.
Conclusively, letters can either be classified as informative,
persuasive and tactful or as tell, sell and resolve letters. All
letters are written to create a positive relationship between the
individual and or the organization and its environment.
However, the classification depends on the purpose for which
they were written. They should look simple, complete, accurate,
clear and logical in their mode of presentation so that it can
convey the right information to the right place and to the right
person within and outside the organization.
6.3.4
MEMORANDUM (MEMO)
Though organizations communicate with forces within and
outside their environment of operation, there are cases where
information is only meant for internal usage by the organization.
The memo is the most widely used form of writing in any
business to share information, make request, influence decision,
document actions, etc within the organization. Unlike letters,
memos are written for users within an organization. This topic
attempts to discuss the following sub-topics:
a)
What is Memorandum?
The Encarta encyclopedia (2003) defines
memorandum as a written note or message giving
information or issuing instructions. The term is often
shortened to “memo”. A memorandum is usually short
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and contains details like who is sending/receiving
the memo and to whom it should be distributed.
b)
Format for Writing Memo:
Memos are distinctive form of business writing
because their formats are unique. They vary with
organizations. When writing memos, one is advised to
use the following formats:  Use standard memo headings:
The standard memo headings involve elements
like the receiver, sender, date and subject line.
 Vary the format when necessary:
This usually occurs when you have memos to fill
a particular need. For example, the format of the
memo should be based on the caliber of people who
read and it can also be based on the nature of
response (quick or otherwise) expected. Usually, a
separate sheet of paper is attached for quick response
of the receiver. This avoids delay by the receiver in
replying the memo.
 Itemization:
This arises when there is need to make clear the
existence of several items that demands the receiver’s
attention separately. This is usually done by listing
the materials by use of numbers or asterisks.
 Use of action steps to get response:
When the need/response for the memo is urgent,
action steps are used to get response. To fulfill the
desire for a quick response, the sender should avoid
the use of command or demand words/phrases. Action
steps make memo more effective because they clarify
your purpose and provide specific instructions to the
receivers or readers.
c)
Techniques for Writing Effective Memo:
Having chosen the correct and appropriate format
for writing a memo, there are several techniques for
improving the clarity and effectiveness of a memo. The
following could be considered.
 The memo must be necessary:
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


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The series of memo received by the departments
within an organization may not necessarily require to
be replied and not all cases require a memo to be
written. For this reason, consider whether you need
to write a memo, who should read the memo, or the
organization needs a copy, etc. Each of these require a
separate attention or reasons for writing the memo.
However, effort should be made to reflect the
organizational culture and style of writing. The
culture entails the speed by which the organization
responds to memos while the style relates to stating
the problem and proffering a solution to the problem
either at the early stage or at a later stage.
The memo must grasp receiver’s attention.
Because many memos are received, they are by
nature very confusing. In the same way, memos that
require a reply are many and demands attention of
who ever receives it. To solve this problem, one
answers the following questions: Is it easy to read the
memo at a glance, do the paragraphs make sense, is
the memo long and are the main points highlighted?
Etc. This helps the sender to grap the receiver’s
attention clearly and easily.
Organize the body for easy reading:
The use of under-lining is very important here.
Also breaking the memo into sections may be another
alternative that will make the receiver understand the
memo.
Use informal professional language:
Most of the time, memos do not need any
formalities like letters. Because users of the memo
are employees of the organization, who share same
knowledge, language and values, begin with
statement of purpose and go straight to the business
of the day.
Keep your tone positive:
Most of the time, memos are written in haste
and thus may look dry and demanding. This is because
technical expression used by a professional or
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departments may not be fully understood by other
employees. When faced with this situation, begin and
end your memos on positive tone. If there is technical
expression,
it
should
follow
with
adequate
explanation. Avoid demanding or commanding tones.
Types of Memos:
Generally, memos are written to inform,
influence and to document actions and ideas for work
related information. Consider the following types of
memos:-
 Informative memos:
This is usually used to announce information,
disseminate ideas and make requests. Memos are
important because they help in communicating work
related
information
like
giving
instructions,
announcing meetings etc within the organization.
 Persuasive memos:
These are memos that are written to appeal to
the values of your reason are viral and evidence
should support your arguments, especially when you
press on the improvement on something ask for cooperation or support, motivate people to attend a
meeting etc within the organization.
 Documentary memos:
These are memos used for documenting actions
and ideas in business situations. This can result from
a telephone conversation or ordinary discussion
between the superior and subordinate.
They are document that indicates excellent
performance, good ideas, good problem solving skills
and to advance your career by putting your innovative
ideas, perceptions of proposed solutions and
recommendations. By this, you are likely to earn more
credit for what you are doing.
Conclusively, it is assumed that after the above discussion,
you will be able to plan and compose memos that will work
effectively and efficiently for your organizations.
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6.3.5 REPORT
In business usage generally, a report is a document which
provides an account of something witnessed or examined or of
work carried out of an investigation together with conclusion
arrived at as a result of the investigation. A report is also
described as an account prepared for the benefit of others,
especially one that provides information obtained through
investigation.
The organizational patterns of a report consist of the
following:
1.
2.
3.
The title:
The title provides information to the reader on
what the report is all about e.g.
Report of Alhaji Madu Investigation Committee
on corruption and indiscipline in the Borno State
Local Government service set up by His
Excellency Borno State Governor, 20th May,
1999.
Introduction
The circumstances that necessitated the setting
up of the committee, its members and terms of
reference are all provided briefly in the introduction
e.g.
Following several allegations of corruption and
gross indiscipline of government officials, His
Excellency called a meeting of the State
Executive Council on the 2nd May 1999 to discuss
the issue. Consequent upon their resolution, he
set up a committee headed by Alhaji Modu to
investigate the matter, make appropriate
recommendations and submit a report within
three months.
Membership
This provides the list of names of the members
of the committee and their portfolio. There should be
a chairman and a secretary to the committee.
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5.
6.
7.
8.
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Terms of reference
This
provides
information
on
the
duties/assignment given toi the committee. The
committee is not expected to go beyond its limits as
contained in the terms of reference.
Actions taken/procedure
Conduct of investigations, information on places
visited, people invited to appear before the committee
and their statements, memoranda received and their
deliberations are very important. Information are
gathered on these parameters.
Findings
This important section provides information on
the facts that came to light during the investigation.
Recommendations
Also this section gives the committee’s
advice/opinion and recommendations on how to
forestall future recurrence of the matter investigated
a well as proffering disciplinary measures to be taken
against the culprits (if any).
Conclusion/signatures
The report has to be signed by members of the
committee to make it valid. The Chairman’s name
comes first followed by other members while the
secrteary’s name comes last.
6.3.5.1 QUALITIES OF A GOOD REPORT
1. Factual information: Just as the name ‘factual’
implies,
avoid
assumptions,
surmise
and
irrelevancies.
2. Comprehensive information: It contains more details
than a summary.
3. Objective
information:
Be
open-minded
and
objective, do not force your opinion on the readers.
Avoid bias and prejudice.
Every business organisation uses reports to transmit
information, analyse situations, and find solutions to problems,
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while there are many unique names for reports, they can
logically be thought of in four basic categories. These are:
1. Report according to function
2. Report according to content
3. Report according to time
4. Report according to format
In addition to the four broad categories enumerated above,
there are also other types of reports, namely: analytical report,
recommendation report (which comprise of problem solving
report, progress report and periodic report), and informative
report. In writing any of the categories of the reports above, it is
pertinent to take into cognizance the following key points:
i.
Purpose of the report
ii.
Reader(s) of such a report
iii. The situation/problem the report addresses
iv.
The format, tone and style of report.
6.3.6 MEETINGS
Official meetings are always announced so that everyone
could plan to attend. Babajide (2001) asserted that it is
important to recognize that when meetings are held, even
emergency ones, there is a notice of meting which should be
circulated to members, or those who are qualified to attend the
meeting, prior to the meeting. A notice of meeting is important
because it contains information in respect of when, why and
where of the meeting. It helps members to now the specific time
and date of the meeting, the place where the meeting will be
held and the reasons for holding the meeting which are usually
contained in the agenda (the list of items to be discussed). The
pieces of information given through the notice are very vital and
enable every member to prepare him/herself for the meeting.
MINUTES
This refers to an official record of the proceedings of
a meeting, conference, convention and so on Babajide
(2001). It is a summary of what is said and decided at a
meeting. Minutes are not written any how, they have a
specific structural pattern which has to be followed.
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The secretary is the officer whose duty it is to take
minutes in a meeting. Buit, it is also important to know
that if the meeting is poorly attended, that is, a quorum
cannot be formed, then, no meeting can hold. Therefore, no
minutes can be taken. It becomes necessary, therefore, for
the meeting to begin by taking the roll. This comes under
the heading attendance, Babajide (2001).
ATTENDANCE
There are two ways of taking attendance. The first is
by using the heading, attendance, in which case only the
names of members that are present at a meeting are
recorded. The second is by using the heading, membership
in which case a list of all the members is given and those
who are absent or on leave have it indicated against their
names. Next, if the members present can hold a meeting, is
the reading of the previous meeting held and its adoption.
When this is done, then the business of the meting moves
on to the next item on the agenda.
MINUTES OF THE LAST MEETING
Before the business of any meeting is discussed, the
minutes of the previous meeting are read so that necessary
addition, omissions, corrections and deletions could be
pointed out by members who were present at the previous
meeting for amendment. When the necessary amendments
have been made (if any), a member then moves for the
adoption of the minutes as a true and correct record of the
proceedings of the previous meeting. The motion is
seconded by another member and the minutes are adopted
by the house then signed by the chairman.
MATTERS ARISING FROM THE MINUTES OF THE LAST MEETING
If certain assignments were given to any member or a
group of person sat the previous meeting, such a person or
group of persons is asked to give the meting a feedback. If
any mater was left pending in the previous meeting, such a
matter is brought up for discussion again, Babajide (2001).
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BUSINESS OF THE DAY
After the matter arising from the previous meeting
would have been discussed, the items for which the
meeting is called are the given attention one after the other
as order on the agenda. For logistics reasons at times, the
agenda is structured. As many issues as necessary may be
itemized for discussion at a meting.
ANY OTHER BUSINESS
This is the last segment in the organizational
structure of minutes of a meeting. If it is necessary and
important to discuss a matter not earlier slated for
discussion on the agenda, such a matter is classified and
discussed under the headings, AOB (Babajide, 2000).
QUALITIES OF GOOD MINUTES
1. The date, the time and the revenue of the meting
should be stated in the heading of the minutes.
2. The names of members that attended should be
clearly written.
3. The exact wording of any resolutions passed,
together with the names of the proposer and
seconder should be recorded.
4. The time that the meting terminates and the date
of a subsequent meeting should be appropriately
recorded.
5. The language used must be clear, brief and
accurate.
6. When and where necessary names of members who
make certain proposal or motions are not
mentioned. Resolution statements are used,
(Babajide, 2001).
6.4
SUMMARY :
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Conclusively, letters can either be classified as
informative, persuasive and factual or as tell, sell and
resolve letters. All letters are written to create a positive
relationship between the individual and or the organization
and its environment. However, the classification depends
on the purpose for which they were written. They should
look simple, complete, accurate, clear and logical in their
mode of presentation so that it can convey the right
information to the right place and to the right person
within and outside the organisation. Memos are widely
used form or writing in organisations. The purpose, format,
techniques of wring memos vary. Types of memo are
designed to address specific situations. Reports are
documents prepared as a result of investigations whereas
minutes are proceedings of a meeting, conference or
conventions.
6.5
SELF-ASSESSMENT EXERCISES
1. Enumerate and discuss the general qualities
of effective writing.
2. Write short notes on the classification of
business letters
6.6
REFERENCES
Alo, M.A. (1998). Style In Language And Communication.
Aeddy Link: Port Harcourt.
Glueck, W.F. (1980). Management, the Dryden Press,
Hinsdale, Illinois.
McFarland, D.ER. (1974). Management Principles And
Practices. 4td ed. Macmillan Publishing Co., Inc. New
York.
6.7
SUGGESTED READING
Williams, J.C. (1978). Human Behaviour in Organizations.
South-western Publishing Co. Cincinnati, Ohio.
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Yemi Babajide (2001). Minutes And Official Report Writing
(unpublished). Being a paper presented at a workshop
on “Functional communication and new trends in
speech/report writing, University of Ibadan.
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SOLUTION TO EXERCISES
TOPIC 1:
1.
2.
Communication can be defined based on the
background of the user of the concept. Hambagda
(2000) defined communication (see f)
The value of effective communication can be internal
as well as external
Internal
- Goals and objectives setting
- Decision
making
for
effective
implementation
- Control purpose – to measure performance
- Recruitement and staff development
External
- Financial institutions
- Consumers
- Competitors
- Government
- The public
NB: Students should be able to expand on the internal
and external values of communication above.
TOPIC 2:
1. Candidates should be able to write on the sender, channel
and the receiver as the three basic elements on the
communication process.
2. Candidate should be able to identify and explain the steps
in the communication process
TOPIC 3:
1. Candidates should be able to write on the special
facilitating mechanisms which include: Open-door policy,
use of committees, suggestion box, special appeal channel,
special intelligence channel among others to facilitate
effective upward communication.
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2. Downward communication should be carried out alongside
with upward communication so that employees should
understand why they carryout tasks/assignment as
directed.
TOPIC 4:
1. Candidates attempting this question should be able to
identify and discuss methods of transmitting information
involves the spoken word (verbal), written word
(documents, and non-verbal method (signs and symbols).
2. The question is divided into two:
i.
The difference between structure and patterns of
communication and methods of transmitting
information structure and patterns refers to
direction of flow of information which can be
upward, downward or horizontal while method of
transmitting information refer to the instruments
to be used for delivering information which involve
spoken word, written and non-verbal methods.
ii.
Encoding refers to situation where intend
messages/information are translated into series of
signs and symbols that would be understood by the
receiver. Here, the mutuality in meanings attained
to the message between the sender and the
receiver is very important. Decoding connotes the
interpretation and transmission of a message into
their actual meaning.
TOPIC 5:
1. The difference between individual and
organizational breakdown in communication
are as follows: The individual breakdown in
communication emanates from and controlled
by
the
sender
of
information
while
organizational
organizational
breakdown
emanates from the environment which is
difficult to control by the sender and the
receiver.
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TOPIC 6:
1. Students should be able to identify and discuss in brief the
general qualities of effective writing.
2. Students should be able to write on the three basic
categories of letters (tell, sell, resolve letters) with their
distinctive variations.
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TUTOR-MARKED ASSIGNMENT
INSTRUCTIONS:
1.
What is a memo? What are the classifications of
memos?
2. How does a report differ from minutes of meeting?
3. In most cases, organizations vary in their structure,
mission and needs of their employees. In the same
way, communication strategies will also differ from
one organization to the other. Discuss.
4. Identify one basic difference between the structure
and pattern of communication and Method of
transmitting information in the organization. In the
same way, what is the basic difference between the
encoding and decoding stages of the communication
process in business communication?
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