Module Name: ENGLISH LANGUAGE SKILLS

Module Code: GST 05202

CLASS; NTA LEVEL 5

Aims of this course

The primary aim of this course is enable students of various programs to employ English
language skills in occupational communication. It assumes an intermediate standard of
knowledge and practical handling of English language as the major means of communication at
college and in occupational environment. It seeks to fulfill the following aims;

1. To further student’s knowledge of communication process in job related situations.

2. To help students to apply speaking skills in various situations.
3. To help students to employ listening skills in various situations.
4. To enable students to use reading skills in various circumstances.
5. To help students to use writing skills in various situations.

MODULE 1; COMMUNICATION PROCESS

This module provides an overview of the key concepts and issues that will recur throughout
our discussion of the communication process. It offers introductory definitions of range of key
terms ad explanations of various concepts.

The main themes to be dealt with in this module are;

1. The definition of the concept of communication in language.

2. What are the elements of communication process?
3. View on the types of channels/media of communication.
4. View on the factors that influence the choice of channel of communication.
5. What are the barriers for effective communication?
6. What are the different forms of communication?

You are encouraged to read it friendly throughout all themes, so that you can get a better
understanding of communication process in job related situations.

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 THE CONCEPT OF COMMUNICATION

The word communication is from Latin word ‘’ communicare’’ meaning ‘’to share’’. There
are several definitions of the word communication;

Communication is the process of sharing ideas, knowledge ad information while interacting

with another person (Luhman, 2001). Communication is the transfer of information from one
person to another but the information transferred must be understood to the receiver.

Generally communication can be defined as the purposeful process through which two or
more people share/exchange information, ideas or feelings. Each word in this definition carries
important meaning. Purpose has to do with goals, sometimes referred to as aims or intentions.
Communication, is therefore, the exchange of information to achieve a goal; it is a goal oriented
process.

Communication is a two-way process as the sender communicates information, ideas or

feelings to the receiver. Then the receiver responds to the sender’s message. This response is
called feedback. This can be through verbal response using spoken words, non-verbal without
using any words or written response using written words.

Communication is a defining characteristic of human beings. No communication, no

development in all spheres of human life.

ELELMENTS OF COMMUNICATION

Communication as the process is a two-way traffic, purposeful, dynamic and continuous,

both affecting and being affected by many variables. Basic elements of human communication
include the following;

1. Sender

The sender is the person attempting to share information, ideas or feelings. The sender is
also regarded as the source or originator of the information. The sender starts the process of
communication by developing thoughts. Then the thoughts can be changed into linguistic form
using certain symbols such as swords, actions or pictures. This process is called encoding. The
sender can also be referred as the encoder. For example, when you pick up the cellular phone
and call a friend, you are acting as the sender. A sender can be a lecturer, engineer, medical
officer, accountant, politician, musician and others.

2. Message

This is the subject matter of communication. The message is made up of the ideas, feelings
and information that the sender wants to communicate. A message can be the warning against

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the effects of electromagnetic waves or warning against the effects of global warming. In
selecting the message one has to consider age, gender, social-economic status, political
orientation and cultural life of the speaker. For example, teaching Muslims how nutritious pork
is, can cause commotion and chaos. A message can be in verbal, non-verbal or written forms of
communication.

3. Channel

The channel is the way through which the message is transmitted among the participants in
the communication process. Mostly the message can be transmitted through a channel in oral
or written forms. For example, when you pick up the cellular phone to call a friend, the cellular
phone is the channel and the message can be transmitted through it in written form but when
you write a text the message can be transmitted in written form.

4. Receiver

Receiver is the person who receives the message or for whom the message is meant for.
The receiver begins to interpret the message through symbols and signs sent using the same
linguistic rules as those used by the sender. The process of interpreting the message is called
decoding. The receiver is also called the decoder.

5. Feedback

Feedback is the response of the receiver after interpreting the message. The response can
be through a channel and signals as chosen by the receiver. Without feedback communication
is not effective as the sender cannot confirm that the receiver has interpreted the message
correctly. No response can also be a form of feedback.

Communication Circle Model

message

channel

Sender Receiver

feedback

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 TYPES OF COMMUNICATION MEDIA/CHANNELS

We divide different types of communication media into two different categories;

1. Physical media
2. Mechanical media
1. Physical media

With physical media we mean channels where the sender can be heard and seen by the
receiver. The whole point here is to be able not only hear the message but also to see the body
language and feel the climate of the room. In certain situations the receiver expect physical
communication. It does not always need to be two-way channel. The following are examples;

 Video conferences
 Lectures
 Large meetings, town halls meetings

2. Mechanical media

With mechanical media we mean written or electronic channels. These channels can be
used as archives for messages or for giving the big picture and a deeper knowledge. But they
can also be very fast. Typically though, because it is written, it is always interpreted by the
reader based on his/her mental condition. It includes;

(a) E-mail

It is a good channel for daily communication mainly to specific target groups giving up-to-
date ‘’simple’’ messages and there is no risk of misunderstanding. It is always used by managers
that have large groups of employees and who have difficulties in meeting them all.

(b) Billboards

They are used to inform people who do not have access to computers, television,
newspapers or access to internet

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 (c) Magazines

They offer the opportunity to deepen a specific issue, explain context, describe sequence or
tell a story hence create broad understanding of broad issues.

(d) Social media

These are media designed to be disseminated through social interaction, using highly
accessible and scalable publishing techniques. They include facebook, twitter, whatsapp,
instagram, imo, google+, flickr and others. They support interactions among people of different
parts of the world within a short period of time.

FACTORS INFLUENCING THE CHOICE OF CHANNEL OF COMMUNIACTION

1. Age

Age of the participants in ay communication act plays an important role in the choice media
of communication. Young generation prefers mostly social media and real-time messaging such
as web chat ad texts in favour of telephone communications. Elder people are happy using
phone ad email but perhaps still not totally comfortable with real time messaging. This is a
definite factor in choice, but not the only one.

2. Context

With context we mean the environmental situation that exists at the time of
communication involving the situation of the sender, receiver and message. In an emergency
where we need a fast answer, we pick up the phone irrespective of our demographic group. In
contrast, for less time-critical interactions sending an email provides the security of written
audit trail. Therefore companies need to look at why consumers are contacting them,
particularly how urgent their query is, when balancing resources between channels.

3. Personality

Basing on their personality, extroverts will be happier getting on phone and might even
enjoy some chitchat and putting their point across to a contact centre agent. In contrast those
with a reserved and introverted personality might prefer non-verbal channels such email. This
means they don’t need to someone ad they can avoid the need to think on their feet when
communicating. Email gives them plenty of time to consider and get across what they want to
say.

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 4. Social-economic status of the receiver

This determine the access of the channel used. Farmers in rural areas with low income will
not have access to internet so using email or social media will not be effective. Some areas are
so remote hence sending a message will require a person to travel and call for a meeting. Most
of urban dwellers with good income have access to internet hence using email or social media
will be effective. One cannot choose the use of magazines or letters to the people who don’t
know how to read and write.

5. Type of business

For most of businesses, companies will always need to maintain a mix of channels in order
to cater for every customer. Whole sellers can use email or billboards but retailers mostly
prefer physical media but they can also use social media such as facebook, instagram,
whatsapp, twitter ad others.

BARRIERS OF COMMUNICATION

Recognizing barriers to effective communication is a first step into improving

communication style. For the convenience of the study different barriers can be divided into;

1. Semantic barriers

There is usually the possibility of misunderstanding the feelings of the sender of the
message or getting a wrong meaning of it. The words, signs and figures used in communication
are explained by the receiver in the light of his/her experience which creates doubtful situation.
This happens when the information is not send in simple language. The chief language related
barriers are;

(i) Badly expressed message

This barrier is created because of the wrong choice of words, sequence of words and
frequent repetition. This may be called linguistic chaos. For example messages such as
‘’corruption free zone’’ or ‘’selfie free zone’’ are badly expressed hence creates multiple
interpretations

(ii) Symbols or words with different meanings

A symbol or a word can have different meaning. If the receiver misunderstands the
communication it becomes meaningless. For example, the word ‘’value’’ can have different
meanings in the following sentences;

(a) What is the value of computer education these days?

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 (b) What is the value of this mobile set?
(iii) Faulty translation

A manager receives much information from his/her superiors and subordinates and
translates it for all the employees according to their level of understanding. Hence the
information has to be moulded according to the understanding or environment of the receiver.
If there is a little carelessness in this process, the faulty translation can be a barrier in the
communication.

(iv) Unclarified assumptions

It has been observed that sometimes a sender takes it for granted that the receiver knows
some basic things, therefore it is enough to tell him/her about the major subject matter. For
example, ‘’all the businesses went as planned before’’, here the sender assumes that the
receiver knows all the plans.

(v) Technical jargon

This involves the use of some special technical terms to people with separate technical
language. Technical groups include engineers, production development manager, quantity
surveyors etc. For example, an engineer can say’’ the change from 3G to 4G in Tanzania is a
significant development in internet access’’.

(vi) Body language and gesture decoding

When the communication is passed on with the help of body language and gestures, its
misunderstanding hinders the proper understanding of the message. For example, moving ones
neck to reply to a question does not indicate properly whether the meaning is ‘’yes’’ or ‘’no’’.

2. Psychological problems

The importance of communication depends on mental conditions of both parties. A

mentally disturbed part can be a hindrance in communication. Following are emotional barriers
in the way of communication;

(i) Premature evaluation

Sometimes the receiver of information tries to dig out meaning without much thinking at
the time of receiving or even before receiving information which can be wrong. This type of
evaluation is a hindrance in the exchange of information and the enthusiasm of the sender gets
dampened.

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 (ii) Lack of attention

When the receiver is preoccupied with some important work he/she does not listen to the
message attentively. For example, an employee is taking to his/her boss when the latter is busy
in some important conversation. In such a situation the boss may not pay attention to what the
subordinate is saying.

(iii) Distrust

For a successful communication the transmitter and the receiver must trust each other. If
there is a lack of trust between them, the receiver will always derive an opposite meaning from
the message. Because of this communication will be meaningless.

3. Organizational barriers

Organizational structure greatly affects the capability of the employees as so far as the
communication is concerned. Some major organizational hindrances in the way of
communication are the following;

(i) Organizational policies

Organizational policies determine the relationship among all the persons working in the
enterprise. For example, it can be the policy of the organization that will be in the written form.
In such a situation anything that could be conveyed in a few words shall have to be
communicated in the written form. Consequently, work gets delayed.

(ii) Status

Under organization all the employees are divided into many categories on the basis of their
level. This formal division acts as the barrier in communication moves from the bottom to the
top. For example, when a lower level employee has to send his message to a superior at the top
level there is a lurking fear, in his mind that the communication may be faulty, and because of
this fear, he/she cannot communicate effectively.

(iii) Organizational facilities

Organizational facilities mean making available sufficient stationery, telephone, etc. when
these facilities are sufficient in an organization, the communication will be timely, clear and in
accordance with the necessity. In the absence of these facilities communication will be
meaningless.

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 4. Personal barriers

The above mentioned organizational barriers are important are important in themselves but
there are some barriers which are directly connected with the sender and receiver. They are
called personal barriers and they include the following;

(a) Barriers related to the superiors;

(i) Fear of challenge of authority

Everybody desires to occupy a high office in the organization. In this hope the officers try
to conceal their weaknesses by nit communicating their ideas. There is a fear in the mind that in
case the reality comes to light they may have to move to lower level.

(ii) Lack of confidence in subordinates

Top level superiors think that the lower level employees are less capable and, therefore,
they ignore the information or suggestions sent by them. They deliberately ignore the
communication from their subordinates in order to increase their importance.

(b) Barriers related to the subordinates

(i) Unwillingness to communicate

Sometimes the subordinates do not want to send any information to their superiors. When
the subordinates feel that the information is of negative nature and will adversely affect them,
an effort is made to conceal that information. If it becomes imperative to send this information,
it is sent in a modified or amended form. Thus, the subordinates, by not clarifying the facts,
became a hindrance in communication.

(ii) Lack of proper incentives

Lack of incentives to the subordinates creates a hindrance in communication. The lack of

incentives to the subordinates is because of the fact that their suggestions or ideas are not
given any importance.

FORMS/TYPES OF COMMUNICATION

There are basically three forms/types of communication that are;

(i) Verbal/oral communication

(ii) Non-verbal communication
(iii) Written communication

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 (i) Verbal communication

Verbal or oral communication uses spoken words to communicate a message. Verbal

communication is applicable to a wide range of situations, ranging from informal office
discussions to public speeches made to thousands of people. When most of people think of
verbal communication they think of speaking, but listening is an equally important skill for this
type of communication to be successful.

(ii) Non-verbal communication

Non-verbal communication includes body language, gestures, facial expressions and even
posture. Non-verbal communication sets the tone of conversation, and can seriously undermine
the message contained in your words if you are not carefully to control it.

NON VERBAL COMMUNICATION

VERBAL SIGNALS EXAMPLES
Gestures or -thumb up or nodding head(meaning agreement or encouragement)
motions -shrugging(uncertainty)
-shaking head(disagreement)
Facial -smiling, raising an eyebrow, smirking, frowning, grimacing or
expressions grinning(meaning vary with each situation)
Body language -turning away (rejection)
-stroking chin (puzzlement)
Crossing arms on chest (reluctance, uncertainty)
Sounds Laughing, groaning, giggling (vary with each situation)

(iii) Written communication

Written communication is essential for complicated information such as statistics or other

data that could not be easily communicated through speech alone. Written communication also
allows information to be recorded so that it can be referred to a later time. When producing a
piece of written communication, especially one that is likely to be referred to over and over
again you need to plan what want to write.

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