12311 Lecture Communication)

8/6/2019 12311 Lecture Communication)

1/20

Communication

Course Instructor::

Kanwal Gurleen

Lecturer, LSB


2/20

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.


3/20

Organizational Communication:

Formal Communication


4/20

Organizational Communication:

Informal Communication


5/20

The Communication Process


6/20

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.


7/20

MajorCommunication Barriers


8/20

MessageTransmission Channels


9/20

Oral Communications

AdvantagesEasier

Faster

Encourages feedback

DisadvantagesLess accurate

Leaves no permanent

record


10/20

Nonverbal Communications

Nonverbal CommunicationIncludes messages sent without words.

Setting (physical surroundings)

Body language

Facialexpressions

Vocal quality (howsaid, notwhatsaid)

Gestures

Posture

Disadvantage

Canbemisinterpretedbyreceiver.


11/20

Written Communications

AdvantagesMore accurate

Provides a permanent

record

DisadvantagesTakes longer

Hinders feedback


12/20

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.


13/20

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?


14/20

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.


15/20

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.


16/20

Checking Understanding:Feedback

HowtoGetFeedbackBe open to feedback

Therearenodumb questions.

Be aware of nonverbal communication

Makesureyournonverbalcommunicationencouragesfeedback.

Ask questions

Donttakeactionbeforecheckingonmessage.

Use paraphrasing Checkthereceiversinterpretationofyourmessage.


17/20

TheMessage-Receiving Process


18/20

ResponseStyles


19/20

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.


20/20

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.

Documents

12311 Lecture Communication)