Importance of

communication skills
 Communication

 Communication is the process of

sending and receiving messages
 COMMUNICATION
NETWORKS

 Formal communication network :

follows the hierarchical structure
of the organization, or the "chain
of command."
 Informal communication
network: Involves
communication that follows the
"grapevine."
 DIRECTION OF
COMMUNICATION FLOW
Downward communication - flows from upper management down
to the employees at lower ranks.
 Job instruction
 Ideology
 Information
 Feedback

Upward communication is initiated by those at the lower levels of the

organization
 positive,
 timely,
 support current policy,
 be sent directly to the person who can act on it,

and have intuitive appeal
Horizontal Communication.
flows across the organization

3. There are more employees

than managers, and

2. Employees at the same level

feel more comfortable talking
with each other than with
people at different authority
levels
THE COMMUNICATION
PROCESS
 BARRIERS TO
COMMUNICATION
 Badly Expressed Message
 Loss in Transmission
 Insufficient Knowledge of the Subject
 Information Overload
 Emotional Interference
 Lack of Sensitivity to Receiver
 Poor listening
 Attitudes and Behaviors
 Overcoming
Communication Barriers
 Use of Simple Language
 Restrain Emotions
 Active Listening
 Feedback
 PRINCIPLES OF COMMUNICATION

 Know your audience.

 Know your purpose.
 Know your topic.
 Anticipate objections.
 Achieve credibility with your audience.
 Follow through on what you say.
 Communicate a little at a time.
 Present information in several ways.
 Develop a practical, useful way to get feedback.
 Use multiple communication techniques.
 7 C’s of Effective
Communication
 Conciseness
 Concreteness
 Clarity
 Completeness
 Courtesy
 Correctness
 Consideration
 The role of
communication
 Relevancy
 Responsible
 Remembrance
 CHANNELS OF
COMMUNICATION
Face to Face
Interactive TV-high speed
connections (two way)
Video-Voice / Data Channel (one
way)
Telephone
E-mail
Personal written correspondence
Formal written message
Public speaking
Data Reports
Broadcast e-mails / reports
 COMMUNICATION ACROSS
CULTURES
 Expression of disagreement
 Promptness and punctuality
 The importance of relationships
 Respect for authority
 Addressing people
 Nonverbal behaviours