1. Improving Personal and Organizational Communications

2. The Communication Process

3. Figure 2.1 - Diagram of Simple Communication Process

4. Impersonal Communication Is a one-way process that transfers information such as instructions, policies, and financial data

5. Interpersonal Communication Is the exchange of information between two or more people

6. Communication Process Effective communication loop: A sender A receiver The message Feedback

7. Figure 2.2 - Diagram of More Complex Communication Process

8. Complex Communication

9. Communication Filters Semantics Emotions Language/Culture Attitudes Role expectations Gender-specific focus Nonverbal messages

10. Semantics Study of relationship between words and their meaning(s)

11. Language and Cultural Barriers

12. Emotions

13. Attitudes

14. Role Expectations Influences how people expect themselves, and others, to act

15. Gender-Specific Focus

16. Nonverbal Messages

17. Messages Without Words More impact than verbal message

18. Eye Contact Facial Expressions Improving Communication through Nonverbal Messages Gestures Personal space

19. Figure 2.3 - Same sign different meanings

20. Responsibility for Effective Communication Senders and the receivers share equal responsibility

21. Steps to Improve Communication Send clear messages Develop effective listening skills

22. Active Listening Intense involvement and concentration on what one is hearing

23. Develop Active Listening Skills

24. Critical Listening Attempt to see topic from speakers point of view

25. Empathic Listening Listening with the intent to understand how the person feels

26. Communication Channels in Organizations Use both formal and informal channels

27. Formal Channels Horizontal channels Vertical channels

28. Informal Channels: The Grapevine Carries unofficial information Exists in all organizations Can be both positive and negative

29. Improving Organizational Communication Encourage upward communication Remove barriers that prevent open communication

30. Communicating via Technology Traditional High-tech

31. Communicating via Technology Advantages Disadvantages Must be used with care to avoid miscommunication

32. Voice Mail Avoid phone tag For incoming calls… When leaving a voice mail message…

33. E-Mail Advantages Disadvantages Tips

34. Texting