Objectives:

After today's session, you should be able to:

1. Describe the process of communication and its role in the organization

2. Explain the role of verbal and non-verbal communication

3. Explain how communication technology effects the quality of communication

4. Discuss approaches to improving communication effectiveness

I The process of communication.

A. The structure of communication

1. Source and encoding

2. Channel

3. Received communication -- decoding

B. The structure of communication

1. Communication networks

2. Communication direction

3. Informal communication

C. The function of communication

1. Knowledge

2. Motivation

3. Control

4. Expression

II. Verbal and Non-verbal communication

A. Verbal

1. Oral

2. Written

B. Non-verbal

1. Facial expression and body language

2. Dress

3. Space and time

III. The Medium and the Message

A. Information Richness

B. Technology and richness

1. E-mail

2. Teleconferencing

3. Video conferencing

4. Electronic conferencing

IV. Effective communication