1. COMMUNICATION The communication process Communication channels Improving Communication skills: –improving sender skills –improving receiver skills Organizational Communication –Downward, Upward, Horizontal, and Formal & informal communication

2. Communication channels Oral communication - face to face discussion, telephone conversation, and formal presentations and speeches. Written communication - memos, letters, reports, computer printouts, and other written documents. Electronic media - e-mail, facsimile, teleconferencing, and videoconferencing.

3. Improving Communication skills: - Sender Skills Presentational and persuasion skills Writing skills Language Non-verbal skills

4. Listening Reading Observing Improving Communication skills: - Receiver Skills

5. Organizational Communication: Downward communication Downward communication - flow of information from higher to lower levels in the organization’s hierarchy. Problems: Information overload Lack of openness Filtering

6. Organizational Communication: Upward communication Upward communication travels from lower to higher levels. People will only share good news because: want to appear competent mistrust their bosses - punishment if the bosses knew what they have done fear the boss will punish the messenger believe they are helping their boss if they shield their boss

7. Organizational Communication: Horizontal communication Horizontal communication - take place among people in the same work team. The importance of horizontal communication: Allows sharing of info, coordination, and problem solving among units. Help solve conflicts Allow interaction among peers.