communication the communication process communication channels improving communication skills:...

COMMUNICATION

• The communication process

• Communication channels

• Improving Communication skills:– improving sender skills– improving receiver skills

• Organizational Communication– Downward, Upward, Horizontal, and Formal &

informal communication

Communication channels

• Oral communication - face to face discussion, telephone conversation, and formal presentations and speeches.

• Written communication - memos, letters, reports, computer printouts, and other written documents.

• Electronic media - e-mail, facsimile, teleconferencing, and videoconferencing.

Improving Communication skills:- Sender Skills

• Presentational and persuasion skills

• Writing skills

• Language

• Non-verbal skills

• Listening

• Reading

• Observing

Improving Communication skills:- Receiver Skills

Organizational Communication: Downward communication

Downward communication - flow of information from higher to lower levels in the organization’s hierarchy.

Problems:

• Information overload

• Lack of openness

• Filtering

Organizational Communication: Upward communication

Upward communication travels from lower to higher levels.

People will only share good news because:• want to appear competent• mistrust their bosses - punishment if the bosses knew

what they have done• fear the boss will punish the messenger• believe they are helping their boss if they shield their

boss

Organizational Communication: Horizontal communication

Horizontal communication - take place among people in the same work team.

The importance of horizontal communication:

• Allows sharing of info, coordination, and problem solving among units.

• Help solve conflicts

• Allow interaction among peers.