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Communication
Course Instructor::
Kanwal Gurleen
Lecturer, LSB
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Organizational Communication
Vertical CommunicationThe flow of information both downward and
upward through the organizational chain of
command.
Horizontal CommunicationThe flow of information between colleagues and
peers.
Grapevine
The flow of information in any direction
throughout the organization.
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Organizational Communication:
Formal Communication
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Organizational Communication:
Informal Communication
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The Communication Process
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The Communication Process
EncodingThe senders 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 receivers process of translating the message
into a meaningful form.
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MajorCommunication Barriers
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MessageTransmission Channels
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Oral Communications
AdvantagesEasier
Faster
Encourages feedback
DisadvantagesLess accurate
Leaves no permanent
record
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Nonverbal Communications
Nonverbal CommunicationIncludes messages sent without words.
Setting (physical surroundings)
Body language
Facialexpressions
Vocal quality (howsaid, notwhatsaid)
Gestures
Posture
Disadvantage
Canbemisinterpretedbyreceiver.
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Written Communications
AdvantagesMore accurate
Provides a permanent
record
DisadvantagesTakes longer
Hinders feedback
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SelectingtheMessage
Transmission Channel
Media Richness
The amount of information and meaning conveyed
through a channel.
Oral channels (e.g., face-to-face)aretherichest
channels, usefulforsendingdifficultandunusual
messages.
Written channels arelessrich, usefulforsimpleand
routinemessages. Combined channels arebestusedforimportant
messagesthatmustbeattendedto.
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SendingMessages
PlanningtheMessageWhat 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?
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TheFace-to-FaceMessage-Sending Process
1. Develop rapport.
2. State your communication
objective.
3.Transmit your message.
4. Ch
eck receiversunderstanding.
5.Get a commitment and
follow up.
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Checking Understanding:Feedback
FeedbackThe process of verifying messages.
Paraphrasing
The process ofhaving the receiver restate the
message in his orher own words.
Feedback Problems
Receivers feel ignorant.
Receivers are ignorant.Receivers are reluctant to point out senders
ignorance.
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Checking Understanding:Feedback
HowtoGetFeedbackBe open to feedback
Therearenodumb questions.
Be aware of nonverbal communication
Makesureyournonverbalcommunicationencouragesfeedback.
Ask questions
Donttakeactionbeforecheckingonmessage.
Use paraphrasing Checkthereceiversinterpretationofyourmessage.
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TheMessage-Receiving Process
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ResponseStyles
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ResponseStyles
AdvisingProviding evaluation,
personal opinion,
direction, or
instructions. Diverting
Switching the focus of
the communication.
ProbingAsking the sender for
more information.
ReassuringResponding to reduce
the intensity of
emotions.
ReflectingParaphrasing the
message to indicate
acceptance and
understanding.
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CalminganEmotional Person
Empathic ListeningThe ability to understand and relate to anothers
situation and feelings.
DealingwithEmotional People
Dont make statements putting the person down.
Do make reflective empathic responses.
Paraphrase feelings.
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