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On
ofof
Organization
On the
the
Basis
Direction
Expression
Types
ofBasis
communication
Oral/Verbal Communication
It occurs through spoken words.
In oral communication, the two parties of
communication, the sender and the receiver,
exchange their views through speech, either in
face-to-face communication between individual
and individual, or between an individual and the
group, or any mechanicals or electrical devices.
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
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Non-Verbal Communication
DEFINITION
Oral or non-oral messages
expressed by other than
linguistic means (Adler &
Rodman, 2003, p. 150)
According to: Trenholm &
Jensen, 2000:
Perceived by sender or receiver, or
Intended as a message by the
sender, or
Interpreted by the receiver as
intended.
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
CHARACTERISTICS
Nonverbal Communication Exists
You can interpret others feelings
No formal training needed to do this
Components of Non-Verbal
Communication
Nonverbal comm. is ambiguous
Difficult to interpret accurately
Some emotions are easier to
decode accurately than others
SADFISH & L
Sadness
Anger
Disgust
Fear
Interest
Surprise
Happiness
Love
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
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Nonverbal codes are given more credence and are more trusted
than verbal codes.
Nonverbal codes are more emotionally powerful.
Nonverbal codes express more universal meaning.
Nonverbal codes are continuous and natural.
Nonverbal codes occur in clusters.
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Functions of Nonverbal
Communication
5. Regulating
1. Repeating
Emblems: deliberate nonverbal behaviors that
have precise meanings known to everyone
within a culture group. Wave or Nod
2. Substituting
Emblems can replace a verbal message
3. Complementing
Nonverbal behavior matches verbal message Sincere apology
Tone of voice and appropriate facial expression
Illustrators
Scratching head when trying to think of something
4. Accenting
Pointing your finger at someone when making
a point
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
6. Contradicting
Mixed messages
Nonverbal message is believed more than
verbal message
7. Deceiving
Not all deception is self-serving or
malicious Face saving
High self-monitors are usually better at
deception
People whose jobs require them to act
differently than they feel are better at it:
actors, lawyers, diplomats, salespeople.
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2. Gestures
3. Face
4. Eyes
Eye Contact
The Window to the Soul
Cultural differences
a.k.a. Haptics
Using manipulators is often a sign of
physical health
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6. Voice
. Paralanguage: nonverbal vocal
messages that reinforce or
contradict our words
Interviews
Speed
Dates
Pitch
8. Distance
Volume
Social distance:
Public distance:
4 feet to 12 feet
12 feet to 25 feet
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Posture
Gestures
Facial expressions
Physical fitness
Choice of clothing
10.Time
Polychronic
Monochronic
11.Territoriality
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Reflects Interaction
Shapes Interaction
Research: Workers feel better and are more productive in attractive environment
Building design shapes communication
Cubicles, Open Space, Offices
Use of space tells much about a person
Want privacy
Open to others
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Written Communication
Written communication is often resorted to
by the management for messages that are
lengthy and have to be made permanent.
written communication involves transmission
of information through letters, notices,
circulars, memos, reports, etc.
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
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Limitations
of Written
Communication
1.
Time consuming
In addition
to the time involved in sending
written messages, time has to be spent in putting the
message in writing.
2. Costly Written communication is very costly than oral
communication.
3. Lack of secrecy It is difficult to keep written messages
completely secret.
4. Rigidity written communication lacks flexibility. On the spot
clarifications and adjustments cannot be made.
5. Impersonal Written communication tend to be formal and
there is lack of personal touch.
6. Delayed feedback Immediate feedback is not possible in
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Digital Communication
The word digital comes from the
Latin word digit and digitus (the
Latin word for finger), as fingers.
Digital
Communication
is
any
message passed through digital
devices.
Digital Communication is any type of
information sent digitally.
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
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Texting/SMS
The common term for the sending of short messages
from mobile phones or portable devices is called texting.
Texting works using the Short Message Service (SMS)
Unlike an e-mail, an SMS is much more likely to be read
by a person at any one time, since the majority of
people have their mobile phones at arms reach 24 hours
a day.
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Advantages of Messages/SMS
Unlike a phone call, an SMS
message is automatically
stored where it can be re-read
Simple
Non voice
Reliable
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FAX
A fax is a document
sent over a telephone
line.
Fax machines were a
very common way to
send documents from
one location to
another.
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
28
Video conferencing
Video conferencing
means to conduct a
conference two or
more participants at
different sites by using
computer networks to
transmit audio & video
data.
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Teleconferencing
A teleconferencing is a
telephone meeting
among two or more
participants involving
technology more
sophisticated than a
simple two-way phone
connection
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
30
It is unreliable as the
DISADVANTAGES
messages cannot be
recognised by signatures.
The establishment of
Digital Communication
causes degradation of the
environment in some
cases.
"Electronic waste" is an
example. The vibes given
out by the telephone and
cell phone towers are so
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Audio-Visual Communication
Communication that makes use This is most suitable for mass
communication, e.g.:
of telecasts, short-films or the
Mass publicity or public awareness
cinema screen and video tapes
Mass education, etc.
is a very powerful medium of
Corporate/business concerns
communication.
It is a combination of sight and
sound.
It can also use written form of
communication with sound
effects.
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
Visual Communication
Communication that is assisted with images, illustrations, etc.
Visual communication is not complete in itself. The audience will just give
it a glance and let it go.
It is easy to miss the message.
As in PowerPoint slideshows or any other type of documentations, the
audience might lose attention due to the absence of sound or narration
along with the elaborate written or illustrated document.
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Silent Communication
Allowing silence in a conversation puts pressure on the other
person.
Silence can indicate:
hostility,
disagreement,
profoundness, such as horror,
respect,
contemplation,
intentional rudeness,
Empathy.
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Face-to-Face Communication
This may at first appear to be similar to oral communication,
however, there are certain situations that differentiate them.
Conversation over the telephone is oral but not face-to-face.
Two or more individuals meeting in person at a given place and
communicating with each other with the help of a common
language can be called Face-to-Face Communication
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Grapevine Communication
Grapevine is aninformal communication, unorganized
and unofficial channel of communicationin an
organization. When the formal channels fail or do not
work properly and some over-smart people spread
rumors, false and irresponsible statement or half-truths in
all the directions. It is called the communicationon the
grapevine channel.
Grapevine communication, information spreads very fast
in all directions as this vine of grapes spreads. Grapevine
means a source of secret information. It is kind
ofhorizontal communication, which takes place within a
group, between persons of equal status. Grapevine is an
integral part of the communication system in an
organization. This is the highly sensitive channel as it is a
great boon as well as a curse.
The grapevine consists a complex network of informal
contacts between the workers at all levels, wherever there
are human beings, there is grapevine. It is the natural
activity of workers and denotes a basic human weakness.
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
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Consensus Communication
Consensusmeans as common agreement of opinion,
which is arrived at, after Mutual Consultation. 'A
Dictionary of Management'definesconsensus as
General agreement by a number of people,
especially on fundamental principles by people who
had been differing views on related matters.
Consensuscommunicationis based on mutual
consideration and respect on the part of the members
of a group. It involves consultation. Consensus is
arrived at after the discussion of a problem and after
careful consideration of possible solution to the
problem. Once a final decision is taken, and all the
parties agree to stand by it, consensus is said to have
been reached.
Consensuscommunicationis very necessary within
the organization to present an image of unity and
solidarity to the public outside the organization.
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
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DIRECTION/FLOW OF COMMUNICATION
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Downward/Vertical Communication
Downward communication
represents flow of information from
top level to lower levels of the
organization.
Modes of Downward
Communication
Handbooks & Pamphlets
Posters & Bulletins
House Journal,
Direct mail,
Annual Reports,
Special Meetings
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
40
Downward/Vertical Communication
MERITS
DEMERITS
Distortion
Incomplete information.
Time consuming
Job satisfaction
Filtration of Information
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Upward/Vertical Communication
Production Manager
Grievance procedure,
Open-door policy,
Questionnaires,
Ombudsperson
MS. ADIBA ANIS, LECTURER, (MARKETING), SCHOOL OF BUSINESS,
BANGLADESH OPEN UNIVERSITY
42
Upward/Vertical Communication
MERITS
Feedback
Creative ideas
Better relations
Overcomes resistance to
change
Increased motivation
DEMERITS
Fears and
Apprehensions.
Filtration
Time consuming
Inattention by superiors
Low Morale
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Downward Communication
Upward Communication
Definition
Objectives
Features
Attitude
Distortion
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Horizontal Communication
It refers to transmission of
information among persons of the
same level and status.
Objectives
To coordinate
Solve problems
Resolve conflicts
Exchange information
Promote social relations
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Horizontal Communication
Vertical Communication
Definition
Degree of
Formality
Media
Coordinatio
n
Secrecy
Time
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Formal Communication
Informal Communication
Definition
Flexibility
It is flexible
Degree of
Control
Evidence
No documentary evidence
Discipline
Flow of
information
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Formal Communication
Informal Communication
Secrecy
Rumor
Distortion
Misunderstan
Almost no chance of misunderstanding
ding
Cost
Mistakes
Time/Speed
Less expensive
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