1. COMMUNICATION SKILLS CHAPTER 9

2. What Is Communication? Communication
The transfer and understanding of meaning.
Transfer means the message was received in a form that can be interpreted by the receiver.
Understanding the message is not the same as the receiver agreeing with the message.
Interpersonal Communication
Communication between two or more people
Organizational Communication
All the patterns, network, and systems of communications within an organization

3. Basic Model of Communication

4. Basic Model of Communication
Involve:
4 actions = encoding, sending, receiving and decoding.
5 components = sender, message, medium, noise and receiver.

5. Basic Model of Communication
The actions and component combine to transfer meaning from sender to the receiver.
The sender originate the message by encoding it, that is, by constructing the message.
The message is the content of the communication.
The sender then transmits the message through a medium.
A medium is the mode or form of transmission, not the message itself.
The receiver acquires or receives, the message by hearing it, reading it, or having it appear on a fax or computer.
The receiver then begins decoding the message, that is, interpreting it.
Sometimes distractions interfere with the message; these interferences are called noise.
Noise contributes to misinterpretations of the original message, and it is only through feedback, or verification of the original message, that communication problems may be located and corrected.

6. Modes of Communication
Oral
Written
Nonverbal Mode
Examples
Conversation
Speeches
Telephone calls
Video conferences
Letters
Memos
Reports
Fax
Dress
Speech intonation
Gestures
Facial expressions
Advantages
Vivid
Stimulating
Commands
attention
Difficult to ignore
Flexible
Adaptive
Decreased
misinterpretation
Precise
Effectiveness of
communication
increases with
congruence to oral
presentation
Can emphasize
meaning
Disadvantages
Transitory
Subject to
Precision loss in
translation
Inflexible
Easier to ignore
Meanings of nonverbal
communication not
universal

7. Verbal Communication 1) Oral communication
Flexible for both the sender and receiver and difficult to ignore.
2) Written Communication
Decrease misunderstanding the words of the sender. But written communication is not flexible and easier to ignore.

8. Nonverbal Communication
Communication that is transmitted without words.
Sounds with specific meanings or warnings
Images that control or encourage behaviors
Situational behaviors that convey meanings
Clothing and physical surroundings that imply status
Body language: gestures, facial expressions, and other body movements that convey meaning.
Verbal intonation: emphasis that a speaker gives to certain words or phrases that conveys meaning.

9. Electronic Communication
Electronic mail or has emerged as one of the fastest-growing forms of communication.
With you now can communicate routinely with people in another office or in another part of the world.

10. Direction of Communication within Organization
Downward
Communications that flow from managers to employees to inform, direct, coordinate, and evaluate employees.
Upward
Communications that flow from employees up to managers to keep them aware of employee needs and how things can be improved to create a climate of trust and respect.
Lateral (Horizontal) Communication
Communication that takes place among employees on the same level in the organization to save time and facilitate coordination.

11. Direction of Communication within Organization
UPWARD COMMUNICATION
Information, Questions, Suggestions, Problems, Requests for clarification
SUPERVISOR
SUBORDINATE
DOWNWARD COMMUNICATION
Goals, Objectives, Directions, Decisions, Feedback
LATERAL COMMUNICATION
Information (formal or informal) for joint problem solving

12. Channels of Communication within Organizations
Formal Communication
Communication that follows the official chain of command or is part of the communication required to do one’s job.
Authorized, planned and regulated by the organization.
Informal Communication
Communication that is not defined by the organization’s hierarchy.
Permits employees to satisfy their need for social interaction.
Can improve an organization’s performance by creating faster and more effective channels of communication.

13. Characteristic of Formal and Informal Communication Channels
Authorized, planned and regulated by
the organization.
Develop through interpersonal
activities of organization members.
Reflect the organization’s formal
structure.
Not specified by the organization.
Define who has responsibility for
information dissemination and
indicate the proper recipients of
work-related information.
May be short-lived or long-lasting
Used for both work-related and non
work
May be modified by the organization
Are more often lateral than vertical
Minor to severe consequence for ignoring them
Information flow can be very fast

14. Barriers to Communication
Level
Origin of Barrier
Affects Communication between:
Interpersonal
Selective perspective
Frame of reference
Emotion
Language
Nonverbal cues
Individuals or groups
Organization
Hierarchical (Barriers resulting from formal structure)
Functional (Barriers resulting from differences between functional departments)
Individuals and/or groups within an organization
Individuals and/or groups in different organizations
Organizations

15. Improving Communication
1) Improving Listening Skills
a) Be More Open Minded
b) Develop Empathy
c) Listen actively
2) Improving Sending Skills
a) Simplify Language
b) Organize Writing
c) Understand Audience