2. What are the most common ways
we communicate?
Written Word
3. What is Communication?
Communication is the transmission of an idea or
feeling so that the sender and receiver share the
same understanding.
Derived from the Latin word "communis", meaning to
share.
Communication is the exchange of thoughts, messages,
or information, as by speech, visuals, signals, writing, or
behavior.
6. VARIOUS TYPES OF COMMUNICATION
I. One way
communication
II.Two way
communication
III.Verbal communication
IV.Non-verbal
communication
V.Formal
communication
VI.Informal
Communication
12. Formal Communication
Formal Communication channels are the
systems designed by management to
channelize the flow of communication along
formal organizational structure.
Formal Communication may be upward,
downward or lateral (horizontal).
13. Upward communication
Upward Communication is flowing of message from
subordinates to superiors.
Marketing
Manager
Finance Manager
Branch Manager
Operations
Manager
CashierBDO Officer
UPWARD COMMUNICATION IN A BANK
14. Downward communicatIon
Downward Communication Flows down from top to
bottom of the organizational hierarchy and carries
message from higher authority to lower and down below.
Managing Director
Marketing Manager Production Manager Personnel manager
Sales
officer 1
Sales
Officer
2
Manager
Plant
Manager
Plant
Supervisor
1
Supervisor 2
DOWNWARD COMMUNICATION IN A
FIRM
15. Lateral communication
Lateral or horizontal communication flows between
persons at the same hierarchical level either of the same
or other department or division of the organization.
Branch Manager
Marketing
Manager
BDO
Finance
Manager
Cashier
Operations
Manager
Officer
LATERAL COMMUNICATION IN A BANK
16. INFORMAL COMMUNICATION
Informal Communication
takes place outside the
formally prescribed and
planned network or channel.
It is spontaneous and off the
record and beyond the
organizational hierarchy. It
has no set rules or
regulations and no particular
Direction. It is also known as
Grapevine.
21. Cluster (Some tell selected others; most
typical)
C
A
E
F
D
B
J
22. Features of Effective Communication
Active Listening
Eye contact
Posture
Simple language
Questioning skills
23. Barriers to communication
Semantic Barriers
Physical Barriers
Attitudinal Barriers
Psychological Barriers
Social Barriers
24.
25. Will it win good will?
Have you used positive, "pleasant-toned" words?
Have you used "I appreciate," "please", and "thank
you" somewhere in your message?
Would you enjoy reading what you have said?
COURTEOUS
26. CONSIDERATE: The YOU-Attitude
Have you put the client
first?
Have you floodlighted
his/her interests?
Have you walked in
his/her moccasins?
Have you talked his/her
language?
27. CLEAR
Have you used familiar words, short sentences?
Have you presented only one idea in each
sentence?
Have you avoided "business" and technical terms?
Have you used the reader's language?
28. COMPLETE
Have you given all the facts?
Have you covered the essentials?
Have you answered all his/her questions?
Did you PLAN what you said?
29. CONCISE
Have you plunged right into the subject of the
message?
Have you avoided rehashing the reader's letter?
Have you said enough, but just enough?
Have you avoided needless "filler" words and
phrase?
30. CONCRETE
Have you given the crisp
details the client needs?
Have you made the
details razor and needle-
sharp?
Have you flashed word
pictures, made facts
vivid?
31. CORRECT
Have you checked all
facts for correctness?
Have you verified all
numbers and amounts?
Is the appearance of the
letter effective? Is it
clean, well-spaced?
Have you checked your
spelling, punctuation, gra
mmar, etc.?
32. Benefits of effective communication
Quicker problem solving
Better decision making
Steady work flow
Strong business relations
Better professional image
33. Hearing Vs Listening
Hearing – Physical process,
natural, passive
Listening – Physical as well
as mental process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of listening.
34. …in the new global and diverse workplace
requires
excellent communication skills!
Success for YOU…