Chapter:7

Communicating at Work
 What is COMMUNICATION?

Its is a two way

sharing process.
 The Communication Process

Channel
 The medium selected by the sender through which the
message travels to the receiver.
Types of Channels
 Formal Channels
 Are established by the organization and
transmit messages that are related to the
professional activities of members.
 Informal Channels
 Used to transmit personal or social messages in the organization.
These informal channels are spontaneous and emerge as a response
to individual choices.
Forms of Business Communication
Same message is conveyed in
different forms (ways)

 Verbal
 Oral
 Written
 E-mail
 Nonverbal
 Expression
 Expressive behaviors
 Eye contact
 Body language
 Graphic
 Types of Communication
Intrapersonal: is a process in which
people communicate with themselves either
consciously or unconsciously
Interpersonal: Communication between
two or more people
Public : happens when individuals and
groups engage in dialogue in the public sphere
in order to deliver a message to a specific
audience.
Mass: Communication through electronic
gadgets like T.V, newspapers etc
 The Communication Process
Basic Model

Communication Process
The steps between a source and a receiver that
result in the transference and understanding of
meaning.
Elements of the Communication Process
 Encoding
 Feedback
 The conversion of a
message into some  The degree to which

symbolic form carrying out the work

 Message activities require by a
job results in the
 A purpose to be individual’s obtaining
conveyed direct and clear
 Channel information about the
 The medium by which a
effectiveness of his her
performance
message travels
 Decoding
 A receiver’s translation
of a sender’s message
1.
1. 2.
2. 3.
3. 4.
4.
Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel
 The Communication Process
Basic Model
5.5.
Feedback
Feedbacktravels
travels
to
tosender
sender

1.
1. 2.
2. 3.
3. 4.
4.
Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel

6.6.
Possible
Possibleadditional
additional
feedback
feedbackto
toreceiver
receiver
 IMPORTANT ASPECTS
OF
ORGANIZATIONAL COMMUNICATION
 *Choosing Media
E-mail
Voice mail
Fax
Cell phone
Memos
 *Hierarchical Communication
Horizontal
Same authority
Communication

Vertical
Communication
between people of
different authority or
status
 The Grapevine

“The grapevine motto: Good information passes

among people fairly rapidly—bad information,
even faster!”
Grapevine
 An unofficial channel of communication that is neither
authorized nor supported by the organization.
 Rumor

unverified report: a generally circulated

story, report, or statement without facts to
confirm its truth
 Communication in the computerized
information age
Internet
Intranet
Extranet
Electronic mail
Video conferencing
Telecommuting