EMG WEEK 9 Communication – Key Elements of Communication Process; Styles, Forms, and Direction

EMG QUIZ 2 WEEK 8 TO 13

Communication

foundation of management and leadership

Communication

In engineering: ensures that design drawings are interpreted correctly.

Communication

In telecom: it ensures network instructions are executed as planned.

Communication

In management: it aligns vision, goals, and expectations.

Sender (Encoder)

1 of 8 Key Elements of the Communication Process

Must have clarity of thought and purpose. o Example: A CXM Process Manager sending outage details to IT and Call Center teams

Message

2 of 8 Key Elements of the Communication Process

The information itself (facts, instructions, ideas, or emotions). Eng’r King Francis M. Gamboa, MBA o Example: “Fiber break in Region IV – estimated restoration 4 hours.”

Encoding

3 of 8 Key Elements of the Communication Process

Translating ideas into understandable form. o Example: Creating a service advisory infographic with map coverage instead of long text.

Channel

4 of 8 Key Elements of the Communication Process

Oral, written, digital, face-to-face. o Example: For urgent telecom updates → Viber/SMS; For permanent records → Email.

Receiver/Decoder

5 of 8 Key Elements of the Communication Process

The intended audience. Their background affects how they interpret the message. o Example: A field technician may need simplified instructions vs. an engineer who needs technical specs.

Decoding

6 of 8 Key Elements of the Communication Process

The receiver’s interpretation of the message. o Misinterpretation leads to errors.

Feedback

7 of 8 Key Elements of the Communication Process

Proof that the message was received and understood. o Example: Agents confirming receipt of outage updates before messaging customers

Noise/Barriers

8 of 8 Key Elements of the Communication Process

Anything that distorts the message. o Example: Poor signal during Zoom calls, or management jargon that frontliners don’t understand.

Assertive (Ideal)

1 of 4 communication styles

Balanced, respectful, confident. o Example: “I hear your concern, but based on our data, we must follow this plan.”

Aggressive

2 of 4 communication styles

Forceful, one-sided. o Example: “This is final, do as told!” o Short-term compliance, long-term resistance.

Passive

3 of 4 communication styles

Avoiding conflict, failing to express needs. o Example: “Okay, I’ll just adjust…” even if wrong.

Passive-Aggressive

4 of 4 communication styles

Indirect resistance. o Example: “Sure, I’ll handle it” but secretly delaying action.

Verbal (Oral)

1 of 4 Forms of Communication

fast, dynamic, but no permanent record. o Example: Daily tool-box meetings in construction/telecom rollout.

Written

2 of 4 Forms of Communication

reliable, official, traceable. o Example: Email memos, service reports, policy manuals.

Non-verbal

3 of 4 Forms of Communication

body language, tone, gestures. o Example: A confident but calm leader earns team trust.

Visual

4 of 4 Forms of Communication

diagrams, dashboards, graphs. o Example: Telecom coverage maps, outage dashboards.

Downward

1 of 4 Directions of Communication

Top → lower levels. o Example: CEO issues a new quality initiative.

Upward

2 of 4 Directions of Communication

Employees → management. o Example: Technicians reporting faulty cell sites to engineering managers

Horizontal

3 of 4 Directions of Communication

Same level departments. o Example: Billing and CX teams coordinating during a system upgrade.

Diagonal

4 of 4 Directions of Communication

Different functions across levels. o Example: Call center supervisor directly messaging a senior network engineer for urgent support.

Physical Barriers

1 of 5 BARRIERS TO EFFECTIVE COMMUNICATION

poor network, noisy environment

Semantic Barriers

2 of 5 BARRIERS TO EFFECTIVE COMMUNICATION

jargon (e.g., “BTS down” may not be understood by nonengineers).

Psychological Barriers

3 of 5 BARRIERS TO EFFECTIVE COMMUNICATION

stress, prejudice, fear

Organizational Barriers

4 of 5 BARRIERS TO EFFECTIVE COMMUNICATION\

too many approval layers delay information

Cultural Barriers

5 of 5 BARRIERS TO EFFECTIVE COMMUNICATION

different norms/interpretations.