CHAPTER 6

Communication 1. transfer of information including feelings and ideas, from one person to
another.
- Requirement for survival and growth not only of people but also
organization.
- Two-way process in which a sender reaches a receiver with a message.
Sender 2. person who makes the attempt to send a message which could be spoken,
written, in sign language, or non-verbal to another person or a group of
persons.
Message 3. Purpose or an idea to be conveyed in a communication event.
- The actual physical product as a result of encoding
Thought/Conceptual Component 4. This is contained in the words, ideas, symbols and concepts chosen to
relay the message
Feeling or emotional component5. This is contained in the intensity, force, demeanor, and sometimes the
gestures of the communicator or sender.

- Enriches and clarifies the message and its effect is to give the message its
full meaning.
Channel 6. Medium through which the message travels.
Face-to-face 7. Most effective channel

Posted Notices & Bulletins 8. Least effective channel

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Formal channel 9. The communication of policies, procedures, and other official
announcements; recognized as authoritative
Informal channel 10. Do not follow the chain of command because people can get in contact
with each other at a faster pace.
Receiver 11. Person receiving the message; Interprets and understand the message.
Feedback 12. The process of communicating how one feels about something another
person has done or said.
Environment 13. The circumstances in which the messages are transmitted and received.
Noise 14. Refers to anything that disrupts communication, including the attitude
and emotions of the receiver.
Verbal communication 15. Major means of sending messages. It includes one-on-one meetings,
speeches, grapevine, telephone, departmental or interdepartmental
meetings, presentation and the like.
 Written communication 16. Include memos, notice boards, and letters to staff, emails, faxes, internal
newspaper, and instant messaging
Nonverbal communication 17. Communication that takes place through facial expressions, body
movements, eye contact, and other physical gesture
Information function 18. Communication provides information needed in decision making
Motivation function 19. Communication is a means used ot encourage commitment to
organizational objectives
Control function 20. Communication clarifies duties, authority and responsibilities, thereby
permitting control
Emotive function 21. Communication permits the expression of feeling and the satisfaction of
social needs
Filtering 22. Refers to the manipulation of information so that it will be seen more
favorably by the sender.
Selective perception 23. Receivers selectively see and hear the messages based on their needs,
motivations, experience, background, and other personal characteristics.
Information overload 24. Refers to the condition in which information inflow exceeds an
individuals processing capacity
Emotions 25.the receivers feelings affect his ability to understand any message sent to
him.
Language 26. Words do not always mean the same thing to different people
Communication apprehension 27. Refers to the under tension and anxiety about oral communication,
written communication or both
Absence of feedback 28. When feedback is received by the sender, he can make some clarification
if he thinks the receiver did not clearly understand what the sender means
Physical separation 29. Refers to interferences to effective communication occurring in the
environment where the communication is undertaken.
Lack of credibility of the sender 30. Depending on the credibility of the sender, messages can get through
the channel to the receiver. If the sender has low credibility, the message,
even if it gets through, will likely be ignored
Downward communication 31. Refers to message flows from the higher levels to lower levels
Upward communication 32. Refers to message from persons in lower positions to persons in higher
positions
Horizontal communication 33. Refers to message sent to individuals or groups from another of the
same organizational level or position