Communication

Communication

Course Instructor:
Kanwal Gurleen
Lecturer, LSB
 Organizational
Organizational Communication
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
Organizational Communication:
Communication:
Formal
Formal Communication
Communication
Organizational
Organizational Communication:
Communication:
Informal
Informal Communication
Communication
The
The Communication
Communication Process
Process
 The
The Communication
Communication Process
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
Major Communication
Communication Barriers
Barriers
Message
Message Transmission
Transmission Channels
Channels
 Oral
Oral Communications
Communications
• Advantages • Disadvantages
– Easier – Less accurate
– Faster – Leaves no permanent
– Encourages feedback record
 Nonverbal
Nonverbal Communications
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
Written Communications
Communications
• Advantages • Disadvantages
– More accurate – Takes longer
– Provides a permanent – Hinders feedback
record
 Selecting
Selecting the
the Message
Message
Transmission
Transmission Channel
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
Sending Messages
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
The Face-to-Face
Face-to-Face Message-Sending
Message-Sending Process
Process

1.1.Develop
Developrapport.
rapport.

2.2.State
Stateyour
yourcommunication
communication
objective.
objective.

3.3.Transmit
Transmityour
yourmessage.
message.

4.4.Check
Checkreceiver’s
receiver’s
understanding.
understanding.

5.5.Get
Getaacommitment
commitmentand
and
follow
followup.
up.
 Checking
Checking Understanding:
Understanding: Feedback
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
Checking Understanding:
Understanding: Feedback
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
The Message-Receiving
Message-Receiving Process
Process
Response
Response Styles
Styles
 Response
Response Styles
Styles
• Advising • Reassuring
– Providing evaluation, – Responding to reduce
personal opinion, the intensity of
direction, or emotions.
instructions. • Reflecting
• Diverting – Paraphrasing the
– Switching the focus of message to indicate
the communication. acceptance and
• Probing understanding.
– Asking the sender for
more information.
 Calming
Calming an
an Emotional
Emotional Person
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.