CSC290H5 Chapter 1: Chapter One Communcation Skills.pdf
Document Summary
Two basic types of customers, internal and external. 4 communication categories: listening, speaking, reading, writing. Communication : a process by which information is exchanged between individuals through a common system of symbols, sign and behaviour; latin verb communcare, to make common ; not to recite, deliver speak or write. Info source (a message: a signal (steam of words, images, a transmittal ( act of sending, a channel (email, a receiver (audience) In a pyramid communication, one party takes control. Legs: message only sent once but can isolate company leaders from important feedback. Crossfire, anyone can speak anytime but can lead to chaos. Upward communication: upper level informed and lower level the chance to participate in the decision making process. Downward: builds a sense of team spirit and mutual dependence through shared knowledge.
