Presentation Transcript
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.