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COMMUNICATION
• The communication process
• Communication channels
• Improving Communication skills:– improving sender skills– improving receiver skills
• Organizational Communication– Downward, Upward, Horizontal, and Formal &
informal communication
Communication channels
• Oral communication - face to face discussion, telephone conversation, and formal presentations and speeches.
• Written communication - memos, letters, reports, computer printouts, and other written documents.
• Electronic media - e-mail, facsimile, teleconferencing, and videoconferencing.
Improving Communication skills:- Sender Skills
• Presentational and persuasion skills
• Writing skills
• Language
• Non-verbal skills
• Listening
• Reading
• Observing
Improving Communication skills:- Receiver Skills
Organizational Communication: Downward communication
Downward communication - flow of information from higher to lower levels in the organization’s hierarchy.
Problems:
• Information overload
• Lack of openness
• Filtering
Organizational Communication: Upward communication
Upward communication travels from lower to higher levels.
People will only share good news because:• want to appear competent• mistrust their bosses - punishment if the bosses knew
what they have done• fear the boss will punish the messenger• believe they are helping their boss if they shield their
boss
Organizational Communication: Horizontal communication
Horizontal communication - take place among people in the same work team.
The importance of horizontal communication:
• Allows sharing of info, coordination, and problem solving among units.
• Help solve conflicts
• Allow interaction among peers.