1. Advanced Technology's Impact on Communication
2. The Communication Process
   1. Impersonal one-way versus interpersonal two-way communication
   2. Sendermessagereceiver-feedback
3. Communication Filters
   1. Semantics--the meaning of words
   2. Language and cultural barriers
   3. Emotions
   4. Attitudes
   5. Role expectations
   6. Gender-specific focus
   7. Nonverbal messages
      1. Eye contact
      2. Facial expressions
      3. Gestures
      4. Personal space
   8. Who is responsible for effective communication?
4. How to Improve Personal Communication
   1. Send clear messages
      1. Use simple, clear, and concise words carefully
      2. Use repetition
      3. Use appropriate timing
      4. Consider the receiver's preferences
   2. Develop active listening skills
      1. Critical listening
      2. Empathic listening
5. Communication Channels in Organizations
   1. Formal channels
      1. Vertical channels
      2. Horizontal channels
   2. Informal channels
      1. The Grapevine
   3. How to Improve Organizational Communication
      1. Create a climate that encourages upward communication
6. Communicating via Technology
   1. Voice mail
   2. E-Mail
      1. Know your companies e-mail policies
      2. Create an appropriate e-mail address
      3. Use the Subject: line
      4. Watch your language
      5. Avoid forwarding junk mail