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TOPIC PAGE No
TITLE PAGE
DEDICATION
ACKNOWLEDGEMENT
LETTER OF TRANSMITAL
TABLE OF CONTENTS 1
MODULE 1
WHAT IS COMMUNICATION 2
MODULE 2
CHANNELS OF COMMUNICATION 2
MODULE 3
MEASUREMENT OF COMMUNICATION 3
MODULE 4
PRINCIPLES OF COMMUNICATION 4
MODULE 5
COMMUNICATING AS A MANAGER 5
MODULE 6
COMMUNICATING IN YOUR ORGANIZATION 6
MODULE 7
MISCOMMUNICATION 8
MODULE 8
RIVIEW IN VIEW TO WARID TELECOM 12
GLOSARY 14
INDEX 15
BIBLIOGRAPHY 16
After discussing a lot about the channels of communication and its characteristics now we
come to the hierarchy of communication system in an organization
• Communication Directions
✔ Downward
✔ Upward
✔ Horizontally
✔ Diagonally
Module 3: Measurement of Communication
Organizational communication lays the keystone to every organization for upbringing and
grooming the environment of that particular organization. It could be categorized in three
different categories as follows.
Upward communication:
It is the communication that occurs in an organization from peer to the managerial level and has
formal tone included in it. It can be the feedback of the employee towards the manager about
some specific report or task.
Horizontal communication:
It is the communication which takes place when the workers or managers of same level and
different departments communicate with each other.
Diagonal communication:
The type of communication in which the low-level staff of a department communicates with the
high level staff of the other department and vice versa.
Dyadic Communication:
More friendly and informal communication that occurs between the peers of same organization.
It takes place as exchanging ideas amongst each other being the subordinate of that organization.
Module 7: Miscommunication
Miscommunication is a problem that may occur in a group.
That group must then be able to deal with the miscommunication.
Three types of miscommunication are
✔ Non-understanding
✔ Misinterpretation.
Misunderstanding- Misunderstanding is when one group member gains an interpretation that
he/she believes is accurate, but in reality is not the interpretation the speaker intended the listener
to gain.
Non-understanding- Non-understanding is when a group member either does not gain any
interpretation at all, or gains more than one interpretation with no way to choose between them.
Misinterpretation- Misinterpretation is when the interpretation of a group member’s statement
suggests that his/her values and beliefs are different from the other group members values and
beliefs.
Miscommunication can occur in anything that communication is used in. Some good examples
can be found in ads that you would find in newspapers and magazines. For your consideration
please refer to the examples given below taken from some English news papers.
As you have read the examples it clearly gives an overview that the person wanted to say
something else but due to the words used it gives a different impression. If we perceive it as it is
it gives a very different effect. So it is always recommended to keep in mind the given
parameters while communicating
Misleading Words - Misleading words are used by speakers in order to mislead their listeners
into believing only a part or none of an actual message.
While communicating the communicator must ask for feed back in order to get what is going on
in the mind of audience. This can be done by asking questions from the audience
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Example 3: Pierre was a consultant with a successful business who had started doing work for
Sam, another consultant. Sam would hire out Pierre's services and take a fee in the process. One
day Sam called and said he had a lead if Pierre wanted to take it. Sam indicated on the phone that
"this isn't the kind of work we are interested in, so if you want to bid it and get the work, just pay
me a finders fee." Pierre was successful in getting the work and communicated this to Sam. Sam
immediately began telling Pierre how he wanted him to do the work. Pierre thought the work
was his alone because of what Sam had said and communicated this to Sam. Their discussions
were cordial and businesslike.
Two weeks later, Pierre received a nasty letter from Sam's lawyer indicating he had stolen the
work from Sam. Pierre attempted to contact Sam, but Sam wouldn't talk with him. Pierre was
hurt and angry, and began talking to lawyers. Then he realized that more money would be spent
on the conflict than the contract was worth, so tried another method. Pierre wrote Sam an email
telling his rendition of the story, and offering to do the work under Sam's company name, and
pay Sam the agreed finders fee. After some continued discussions, Sam agreed. The work was
performed, everyone received their appropriate share of the fee, and the problem was resolved.
After the work was complete, Pierre decided never again to work with Sam.
The problem in this story began with a miscommunication. Each person thought they knew what
the real agreement was. Pierre appreciated the work Sam was giving him, so would have
resolved it to Sam's satisfaction. But Sam wouldn't talk except through his lawyer. This
aggravated the situation, angered Pierre, almost causing him to get his own "gladiator" to do
battle. The costs would have soared. Instead, Pierre opened himself up (became vulnerable) and
approached Sam to see if they could resolve this themselves. It worked, and the conflict was
resolved. The emotional impact on Pierre was significant, however, seeing a side of Sam he
didn't know existed. So he decided to never again do business with Sam.
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GLOSSARY
• Channels: the carrier of information, by which information travels
• Rumors: a piece of information , or story, that people talk about, but that may not be true
• Gossip: informal talk or stories about other people private life
• Bulletin boards: notice board, a place on internet where user can read and write
messages
• Dyadic: dyad. N, something that consist of two parts
• Non-Verbal: not involving words or speech, just body language
• Devious: behaving in dishonest or indirect way, to get something
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INDEX
Bulletin boards (2) Evasion (9)
Channel (12,8,7,3,2) Gossip (2)
CSR (12,13) Non-verbal (6)
Devious (9) Prestige (13)
Dyadic (4) Rumors (2)
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2. Patton, M. Q. (1990). Qualitative evaluation and research methods. Newbury Park, CA:
Sage.
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