Professional Documents
Culture Documents
Communication Process
Communication Process
Communication Process
Types of Communication
1. Internal Communication
o With people inside the
organization
o E.g. Notice board
2. External Communication
o Between the organization
and the people outside
o E.g. Organization letter
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Feedback eliminates
misunderstandings, ensures that
messages are correctly interpreted
1. Formal
o transmits information such as
the goals, policies and
procedures of an
organization
o Newsletter, business plan,
customer satisfaction survey,
annual reports, employer's
manual, review meetings
2. Informal
o News media (journals, tv,
radio, newspapers),
colleagues, salespersons,
gossips
A. Communication Direction
1. Formal
a. Vertical
Formal messages are
channelled from top
management to
bottom
b. Horizontal
Occurs during the
normal conduct or
business when
managers and staff
talk to each other as
peers
2. Informal
o Grapevine
o Can be constructive and
informative if used properly
o Detrimental effects on victims
B. Means and Methods of
Communication
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1. Dynamic Communication
o Both parties can
simultaneously exchange
ideas and receive
spontaneous feedback
o Can be conducted through
meetings, via telephones,
components networks and
videoconferences
Telecommunication Services
o Telephones
Freefone
Texting
Answering services
o Video-conferencing
TV link up of sounds
2. Canned and packaged
messages
o Delivered in formats that do
not allow both parties to
respond to each other right
away
Verbal communication
o The encoding of messages
into words, either written or
spoken
Non-verbal communication
o The encoding of messages
by means of signals, facial
expressions, voice tone,
body language and styles of
dress, personal distance and
movement, physical
environment
Communication Formats
1. Oral or verbal
2. Written
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3. Visual
Visual Communication
Oral Communication
A. Structural Barriers
Spatial constraints:
geographic separation, job
duties may isolate people
from communication
channels
B. Problem of Semantics
Semantics branch of
communication science that
deals with the denotation and
connotation of words and
messages
Denotation exact meaning
of a word or phrase
Connotation context and
non-verbal messages
associated with the word or
phrase
C. Technical Problem
Can occur during
transmission and reception of
message
Advantages
o Record kept
o Dont have to remember
anything
Disadvantages
o No instant feedback
D. People Barrier
1. Perception Factors
How a message is viewed
from the standpoint of the
receiver
2. Interpersonal
Written Communication
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Credibility of a person as
perceived by another
Communication Media
o
Information Richness
o
o
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Face-to-face
o Has highest information
richness.
o Can take advantage of verbal
and nonverbal signals
o Provides for instant
feedback.
o Management by wandering
around takes advantage of
this with informal talks to
workers.
o Video conferences provide
much of this richness and
reduce travel costs and
meeting times.
Spoken Communication
Electronically Transmitted
o Has the second highest
information richness.
o Telephone conversations are
information rich with tone of
voice, senders emphasis,
and quick feedback, but
provide no visual nonverbal
cues.
Personally Addressed Written
Communication
o Has a lower richness than
the verbal forms of
communication, but still is
directed at a given person.
o Personal addressing helps
ensure receiver actually
reads the message
personal letters and e-mail
are common forms.
o Does not provide instant
feedback to the sender
although sender may get
feedback later.
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o
o
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Communication Networks
o
Communication Networks
o The pathways along which
information flows in groups
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Communication Networks in
Groups and Teams
Type of Network
Wheel Network
Information flows
through and from
one central member
Chain Network
Members
communicate only
with the people next
to them in the
sequence
Wheel and Chain Networks provide little
interaction
Circle Network
Members
communicate with
others close to them
in terms of expertise,
experience, and
location
All-Channel Network Networks found in
teams with high
levels of
communications
between each
member and all
others
Organization Communication Networks
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Organization Chart
o Summarizes the formal
reporting channels in an
organization
o Communication in an
organization flows through
formal and informal pathways
o Vertical communications flow
up and down the corporate
hierarchy
o Horizontal communications
flow between employees of
the same level.
o Informal communications can
span levels and departments
the grapevine is an
informal network carrying
unofficial information
throughout the firm.
Internet
o Global system of computer
networks that is easy to join
and is used by employees to
communicate inside and
outside their companies
Intranets
o A company-wide system of
computer networks for
information sharing by
employees inside the firm
Advantages of intranets
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o
o
Groupware
o Computer software that
enables members of groups
and teams to share
information with each other
and improve communication.
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Groupware
o
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