Communication :Communication Course Instructor: Kanwal Gurleen Lecturer, LSB


Organizational Communication :Organizational Communication Vertical Communication The flow of information both downward and upward through the organizational chain of command. Horizontal Communication The flow of information between colleagues and peers. Grapevine The flow of information in any direction throughout the organization.


Organizational Communication:Formal Communication :Organizational Communication:Formal Communication


Organizational Communication:Informal Communication :Organizational Communication:Informal Communication


The Communication Process :The Communication Process


The Communication Process :The Communication Process Encoding The sender’s process of putting the message into a form that the receiver will understand. Communication Channels The three primary channels are oral, nonverbal, and written. Decoding The receiver’s process of translating the message into a meaningful form.


Major Communication Barriers :Major Communication Barriers


Message Transmission Channels :Message Transmission Channels


Oral Communications :Oral Communications Advantages Easier Faster Encourages feedback Disadvantages Less accurate Leaves no permanent record


Nonverbal Communications :Nonverbal Communications Nonverbal Communication Includes messages sent without words. Setting (physical surroundings) Body language Facial expressions Vocal quality (how said, not what said) Gestures Posture Disadvantage Can be misinterpreted by receiver.


Written Communications :Written Communications Advantages More accurate Provides a permanent record Disadvantages Takes longer Hinders feedback


Selecting the Message Transmission Channel :Selecting the Message Transmission Channel Media Richness The amount of information and meaning conveyed through a channel. Oral channels (e.g., face-to-face) are the richest channels, useful for sending difficult and unusual messages. Written channels are less rich, useful for simple and routine messages. Combined channels are best used for important messages that must be attended to.


Sending Messages :Sending Messages Planning the Message What is the goal of the message? Who should receive the message? How should the message be sent? When should the message be sent? Where should the message be sent?


The Face-to-Face Message-Sending Process :The Face-to-Face Message-Sending Process 1. Develop rapport. 2. State your communication objective. 3. Transmit your message. 4. Check receiver’s understanding. 5. Get a commitment and follow up.


Checking Understanding: Feedback :Checking Understanding: Feedback Feedback The process of verifying messages. Paraphrasing The process of having the receiver restate the message in his or her own words. Feedback Problems Receivers feel ignorant. Receivers are ignorant. Receivers are reluctant to point out sender’s ignorance.


Checking Understanding: Feedback :Checking Understanding: Feedback How to Get Feedback Be open to feedback There are no dumb questions. Be aware of nonverbal communication Make sure your nonverbal communication encourages feedback. Ask questions Don’t take action before checking on message. Use paraphrasing Check the receiver’s interpretation of your message.


The Message-Receiving Process :The Message-Receiving Process


Response Styles :Response Styles


Response Styles :Response Styles Advising Providing evaluation, personal opinion, direction, or instructions. Diverting Switching the focus of the communication. Probing Asking the sender for more information. Reassuring Responding to reduce the intensity of emotions. Reflecting Paraphrasing the message to indicate acceptance and understanding.


Calming an Emotional Person :Calming an Emotional Person Empathic Listening The ability to understand and relate to another’s situation and feelings. Dealing with Emotional People Don’t make statements putting the person down. Do make reflective empathic responses. Paraphrase feelings.