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Chapter 10


Department
Management (MGH)
Course Code
MGHD27H3
Professor
Joanna Heathcote
Chapter
10

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CHAPTER 10 COMMU NICATION
WHAT IS COMMUNICATION?
Communication the process by which information is exchanged between a sender and
receiver
Interpersonal comm unication is the one that we are most concerned wi t h here
A sender must encode the message they want to transmit, another person must be the
perceiver and there must be feedback
Err ors can lead to lack of cor respondence between the sender’s initial thoughts and the
receiver’s understandi ng of the intended message
Effective communication Communication whereby the right people receive the right
infor mation in a timely manner
BASICS OF ORGANIZATIONAL COMMUNICATION
COMMUNICATION BT STRICT CHAIN OF COMMAND
Chain of Command Lines of authority and for mal reporting relationships
Three necessary forms of communication can be accomplished
Downward communication Information that flows from the top of the organization
toward the bottom
Upward Communication Information that flows from the bottom of the
organization toward the top
Horizontal Communication Infor mation that flows between departments or
functional units, usually as a means of coordinating effort
Sometimes considered incomplete and sometimes ineffective path of communication
DEFICIENCIES IN THE CHAIN OF COMMAND
Informal Communication ways of communicating informally, usually by grapevine
Filtering The tendency for a message to be watered down or stopped during
transmission
Upward fil tering often happens because employees are afraid that their boss will use
the information against them
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