1. 5 Basic questions on
Communication
Why do we communicate?
What do we communicate?
How do we communicate?
Who do we communicate?
Why is communication important to us?

2. Communication – The hub of
Management
We must think first then we can learn and what we
learn we must share and how we share is by
COMMUNICATING
An executive is a communicator. One of the most
important skills of any executive is the ability to
communicate. Two skills are essential:
 Transmitting information
 Receiving feedback

3. Communication must always be seen as a two
way process. Transmitting information is only
one part of the story. We must check that the
information has been received and understood.
To do this we must get feedback by:
 Listening; and
 Questioning
To make sure that the information we sent out
has been received in exactly the same form as
we intended.

4. Communication Skills
Communication is the
transferring and
understanding of meaning.
It is the sharing of
information or knowledge
between two or more
people.

6. Communication Skills
This Model Is Made Up Of Seven Elements:
 The communication source (sender)
 The message (a purpose to be conveyed)
 Encoding (converting a message into symbols)
 The channel (the medium by which a message travels)
 Decoding (retranslating a sender’s message)
 The receiver
 Feedback

7. Communication Skills
Communication Skill
In sending a message, a sender sends:
 Facts
 Feelings
 Attitudes
A receiver upon receiving the message is also influenced by:
 His own feelings
 Attitudes, and
 Perception of the message

8. Communication Skills
1. Ignoring Making no effort to listen
3. Pretending Making believe or
giving the appearance
you are listening.
7. Selective listening Hearing only the parts of the
conversation that interest you
4. Attentive listening Paying attention and focusing on
what the speaker says, and
comparing that to your own
experience
15. Empathic listening Listening and responding with both the
heart and mind to understand the speaker’s
words, intent, and feelings.

9. Communication Skills
Methods Of Communicating
 Oral
(speeches, formal one-on-one, group
discussion)
 Written
(memos, letters, periodicals, bulletin boards)
 Nonverbal
(body languages, gestures, facial
expression)
 Electronic media
(telephone, computers, fax machine, e-mail)

10. Communication Skills
Organizational Communication
The flow of information within the organization through the various channels
and networks.
1. Formal Communication:
Communication that follows the authority chain or that’s necessary to do
a job.
2. Informal Communication:
Communication that is not approved by management and not defined by
the structural hierarchy.
3. Downward Communication:
Communication that flows from a manager down the authority hierarchy.
4. Upward Communication:
Communication that flows subordinates to higher-level managers.
5. Lateral Communication:
Communication among any horizontally equivalent personnel.
6. Diagonal Communication:
Communication that cuts across functions and levels in an organization.

11. Communication Skills
Communication Networks
The vertical and horizontal dimensions in organization communications can be
combined into a variety of patterns, or into what is referred to as
communication networks. We can identify 5 common communication
networks:
1. The Chain Network:
Represents a various levels vertical hierarchy in which communication can move
only upward or downward.
2. The Y Network:
If we turn the Y network upside down, we see two subordinates reporting to a
manager, with two levels of authority above the manager.
3. The Wheel Diagram Network:
The wheel represents four subordinates who report to a manager. There is no
interaction between the subordinates since all communication are channeled
through the manager.
4. The circle Network :
Allows members to interact with adjoining members, but no further.
5. The all Channel Network:
Allows each of the members to communicate freely with the other members.
This is the least structured channel.

12. Communication Skills
Barriers to effective
communication
 Filtering
(manipulation of information to make it
appear more favorable to the receiver)
 Selective perception
(receiver selectively sees and hears
communication depending in his needs,
experience, motivation).
 Emotions
(how the receiver feels when a message is
received)

13. Communication Skills
Barriers to effective
communication …(Cont…)
 Languages
(words mean different things to different
people)
 Culture
(national culture people are in)
 Nonverbal cues
( facial expression, gestures, body
movement)

14. Communication Skills
Overcoming the barriers
 Use Feedback
(to check understanding and accuracies)
 Simplify Language
(choose clear and understandable words)
 Listen actively
(listen for full meaning)
 Control Emotions
(communicate in rational manner)
 Watch Nonverbal Cues
(actions speak louder than words)

15. Communication Skills
How We Communicate
Communications experts estimate that only 7% of our communication
is represented by the words we say, another 38% by our sounds and
how we say words, and 55% our non verbal and body language.
Three elements of effective communication
7%
verbal
55%
38% Body
tonality languages

16. Communication Skills
Communication isn’t just words!
Some of the other ways in which we
communicate are:
 Facial expression
 Tone of voice
 Signs
 Gestures
 Posture
 Eye contact

17. Communication Skills
Effective Communication
 It is what was said but, Speech is power
how it was said that is
important  Talk loud, clear and
 It is what was structured
persuaded rather than
forced which lasts  Talk face to face
forever
 Our communication  Keep your sentences
strategy must combine short
all the three elements
of effective  Use your body facial
communication to build and body expression
clear understanding

18. Building effective listening skills
Effective listening is an active process. List
some of the ways that you know to build
effective listening skills.
1. _________________________________________
2. _________________________________________
3. _________________________________________
4. _________________________________________
5. _________________________________________
6. _________________________________________

19. Developing Human Relation Skills
 Assertive
Speaking and acting that communicates who you are
and what you want; stands for your own rights
because you respect others and you respect yourself
 Non-assertive
Your inability to stand for your own rights; sacrificing
your rights and later on regretting actions
 Aggressive
You violate the basic human rights of others