Communication skills

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JOMO KENYATTA UNIVERSITY
OF
AGRICULTURE & TECHNOLOGY
SCHOOL OF OPEN, DISTANCE AND eLEARNING
P.O. Box 62000, 00200
Nairobi, Kenya
E-mail: elearning@jkuat.ac.ke
HRD 2101 Communication Skills

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HRD 2101 Communication Skills
This presentation is intended to covered within one week.
The notes, examples and exercises should be supple-
mented with a good textbook. Most of the exercises have
solutions/answers appearing elsewhere and accessible by
clicking the green Exercise tag. To move back to the same
page click the same tag appearing at the end of the solu-
tion/answer.
Errors and omissions in these notes are entirely the re-
sponsibility of the author who should only be contacted
through the Department of Curricula & Delivery
(SODeL) and suggested corrections may be e-mailed to
elearning@jkuat.ac.ke.
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HRD 2101 Communication Skills
LESSON 3
Patterns and Techniques in Communication
3.1. Learning Outcomes
Upon completion of this topic you should be able to:
• State and explain the patterns of communication.
• Outline the merits and demerits of each pattern of com-
munication.
• State the significance of each pattern of communication.
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3.2. Introduction
The flow of information in an organisation is governed by its
structure. In simple terms, organisational structure refers to the
manner in which staff are arranged into departments and/or sec-
tions that handle different yet correlated tasks in the organisa-
tion.Often, the structure is hierarchical in nature. Such arrange-
ment leads to flow of information linearly or diagonally along
the hierachical structure of the organisation.This may happen
between people in the same rank (horizontal communication),
between staff members holding different ranks in the same de-
partment or section(vertical communication), between people in
different sections or departments on a formal basis (diagonal
communication ) or between people in similar or different ranks
on an informal basis (grapevine communication). In order to be
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HRD 2101 Communication Skills
an effective human resource at your workplace, it is important
to master these ways in which information is transmitted ;this
will make it possible for you to interact effectively with other
members of staff and distinguish the nature of the message .
3.3. Definition
Patterns of communication are paths or ways through which
information flows within and organization. These may be clas-
sified according to the nature of the information or the direction
of communication.
According to the nature of information passed, we have the
following:
• Formal Communication
• Informal Communication
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HRD 2101 Communication Skills
According to the direction of flow of information, we have the
following:
1. Vertical communication
2. Horizontal communication
3. Diagonal communication
4. Grapevine communication
3.4. Formal communication
This refers to communication which is passed on an official basis.
3.5. Vertical Communication
Involves downward communication which begins from top man-
agement to other members of staff who are junior in rank.
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HRD 2101 Communication Skills
This may involve:
• Memos
• Letters
• Notices
• Newsletters
• Training and induction documents
• Company handbooks
• Disciplinary interviews
• Appraisal interviews
Also involves upward communication which begins from the ju-
nior staff to top management. May be in form of;
1. Suggestion schemes - workers may suggest improvement
in work force and conditions.
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HRD 2101 Communication Skills
2. Polls and ballots - employees may be asked to vote for
or against a proposal that is used to decide whether or not
to implement proposed changes.
3. Grievance procedure - an employee makes known his or
her grievances.
3.5.1. Advantages of vertical communication
1. Everyone in different levels of the organization is well in-
formed therefore inclusive.
2. Possible screening of information to ensure that it is cred-
ible.
3. Problems can be solved before they get out of hand and
solutions will be more quality unlike when protocol is ig-
nored.
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3.5.2. Disadvantages of vertical communication
1. Time- consuming as it has to pass through various lev-
els especially when information is not being worked on
promptly.
2. Malicious people will deter flow of information to cover up
wrongs.
3. Information may be distorted through modification or dele-
tion .
3.6. Horizontal / Lateral Communication
Communication between people at the same level of authority
or same job position. May be in the following forms:
• Coordinated committees- representatives of different de-
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HRD 2101 Communication Skills
partments come together to discuss new developments so
that people of each department know what is going on.
• Group Conferences or departmental head meetings.
• Informal communication within the organization.
3.7. Diagonal Communication
Does not have a distinct point of starting or ending. It can start
at any level of the organization and end at any level so long as
the problem is solved.
3.8. Grapevine
Referred to as rumors or gossip. Usually put into motion/ en-
gineered by an informal leader. Thrives in organizations where
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formal channels provide inadequate information or no informa-
tion at all. The informal leader is somebody whose official posi-
tion is not depicted in the organization structure but may have
information on the subject of interest.
Exercise 1. Discuss the advantages and disadvantages of
each of the other 3 patterns of communication described above.
The first one is done for you. (30 mks)
Exercise 2. what are the advantages of vertical communi-
cation
Example . what are the advantages of vertical communica-
tion
Solution:
Everyone in different levels of the organization is well in-
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formed therefore inclusive.
Possible screening of information to ensure that it is credible.
Problems can be solved before they get out of hand and
solutions will be more quality unlike when protocol is ignored.
3.9. Techniques in Communication
3.9.1. Presentation
Stages/ steps one should follow for making a good presentation:
1. Pre-presentation Jitters.
2. Development of a presentation
3. Delivering a presentation.
4. Concluding with a conviction.
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HRD 2101 Communication Skills
5. Managing questions, comments and objectives
Skills of a presenter
• Verbal
• Non-verbal
• Knowledge of making power-point slides:
1. Should be made with the audience in mind i.e. choice of
font.
2. Should not be too many; just enough for explanation
3. Headings and sub-headings should be clear and distinct.
4. Consistency in design
• Interpersonal skills
1. How well do you integrate with your audience
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HRD 2101 Communication Skills
2. Be courteous and display a pleasant personality
Presentations bring out the following aspects about people:
1. Personality.
2. Level of confidence.
3. Level of knowledge.
4. Ability to think logically i.e. progression of ideas.
5. Depth range of somebody’s ideas to the subject matter
e.g. narrow.
6. Ability to apply your ideas to practical problems
Pre-presentation Jitters
Refers to misconceptions to presentation due to some thoughts,
attitudes and ideas e.g.:
• Good speakers are born and not made.
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• I am an introvert, I cannot face an audience.
• I must make a perfect presentation whenever I present.
To overcome these fears and get ready for presentation
Develop the presentation
• What is my topic?
• What is my subject matter?
• What purpose will it serve?
Know your audience
• Are they internal or external?
• How big is the audience?
• Level of expertise
• Status in society
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• Gender
Deliver the presentation
• A good presentation must be conceptualized.
• Breakdown the presentation to distinctive parts:-
1. Introduction
2. Development/ body 3
3. Decisive conclusion: should be convincing Characteristics
of a good presentation
• Must be conceptualized
• Broken down into separate parts
• Researched extensively
• Concluded convincingly
Styles of Oral presentation
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1) Coolzone presenter
Characteristics:
• Structured and organized
• Logical and sequential
• Self-control; voice, tone ,
appearance
• Thoughtful and factual;
• does not generalize
• Recommended for professional and academic presentation.
2) Hotzone presenter
Characteristics:
• Loud-voiced
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• Rhetorical in nature
• Dramatic movement
• Shifting body postures and darting eyes
• Passionate
• Voice inflections Not recommended in business or aca-
demic presentations but suitable in political set up.
3) Dullzone presenter
Characteristics:
• Lacks pitch variation (monotony)
• Unpromising body language (clumsiness)
• Incompatibility with the audience
• Poor eye contact
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• Boring
• Nervous
Styles/ Ways of presenting ideas/ Presentation struc-
tures
Deductive
• Main point stated first then give reasoning
Inductive
• State reasoning then conclude with the main point
Can also be:-
• Chronological/ historical order
• Sequential order
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Points to take into account to improve on presenta-
tion(before the actual presentation)
1. Rehearse for confidence, spontaneity, synchrony of speech
and visual aids, interaction with audience and preparation
for questions and answers.
2. Take care of your personal look; make a good first im-
pression. Physical appearance should be appealing. Avoid
jeans T-shirts for serious presentations.
3. Beware of body language such as postures, use the appro-
priate gestures.
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Example . Qualities of a Skilful Presenter
Solution:
Poise.
Being aware of people, time and place.
Be tactful.
Be decisive; not swayed by other people’s opinion but at the
same time sensitive to their thoughts and feelings.
Be persuasive; use attractive language.
Enthusiasm; be passionate about what you are doing.
Self-control; emotions should not go out of hand.
Honestly; if you don’t know something’ be open about the
positive and negative aspects of the concept you are explaining.
Flexibility; accommodate other peoples’ ideas without being
too rigid or offended.
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Capture and maintain the audience’s attention throughout
the presentation.
Bring the presentation to a conclusion.
Encourage questions from the audience.
Thank the audience for their time and patience.
Poise; ability to have a good command of body language.
Exercise 3. what are Skills of a presenter
Exercise. Prepare a powerpoint presentation about the role of
technology in communication.
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Solutions to Exercises
Exercise 2.
Everyone in different levels of the organization is well in-
formed therefore inclusive.
Possible screening of information to ensure that it is credible.
Problems can be solved before they get out of hand and
solutions will be more quality unlike when protocol is ignored.
Exercise 2
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Exercise 3.
Poise.
Verbal
Non-verbal
Knowledge of making power-point slides Exercise 3
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