1. The Communication Process

2. Goals Describe the communication process Understand Formal Communication Networks (directional flow) Describe barriers to effective communication

3. Communication Sharing of information in which the receiver understands the meaning of the message in the way the sender intended Feedback Receiver’s response to a sender’s message Communication Process

4. Communication Flows Formal Communication network – system of official channels that carry organizational messages that can be upward, downward or lateral.

5. Three Flows of Formal Communication 1. Downward Communication – flow that originate with supervisors and are passed down to employees 2. Upward communication – flows that come from lower to upper organization levels 3. Lateral-Diagonal Flows – flows between individuals of the same positions in the same department or across different departments (ex: manager to manager)

6. Which Direction is it? assignments Attitude issues Clarifications Coordinated efforts brainstorming share ideas Directives Goals Ideas Policies Problem solving Problems on the job Procedures Share Accomplishments Staff advice In groups of 4, discuss the following work related issues/topics. Decide which direction this type of information generally would flow: Upward, Downward, or Lateral

7. Your Answers: Downward: Upward:Lateral

9. Broken Telephone Game

10. Distraction –Anything that interferes with the sender’s creating and delivering a message and the receiver’s getting and interpreting a message Called noise Ex: ringing phones, emails, text messages, grammar errors, others talking, loud noises Some cope by scheduling time to answer calls, write messages etc Communication Barriers

11. Distortion - How people change messages, consciously or unconsciously Unconsciously pass along only the information they feel others need, leaving out important information Communication Barriers

12. Managers Spend 2/3 of their day Communicating Communication is vital in running an organization and provides a link between employees and customers and between employees and manager. Managers Communicate in four ways: Speaking Listening Writing Reading

13. How Managers Communicate