Improving Personal and Organizational Communications

The Communication Process

Figure Diagram of Simple Communication Process

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

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

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

Figure Diagram of More Complex Communication Process

Complex Communication

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

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

Language and Cultural Barriers

Emotions

Attitudes

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

Gender-Specific Focus

Nonverbal Messages

Messages Without Words More impact than verbal message

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

Figure Same sign different meanings

Responsibility for Effective Communication Senders and the receivers share equal responsibility

Steps to Improve Communication Send clear messages Develop effective listening skills

Active Listening Intense involvement and concentration on what one is hearing

Develop Active Listening Skills

Critical Listening Attempt to see topic from speakers point of view

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

Communication Channels in Organizations Use both formal and informal channels

Formal Channels Horizontal channels Vertical channels

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

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

Communicating via Technology Traditional High-tech

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

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

Advantages Disadvantages Tips

Texting