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Communication for Managers

Communication: Definition
The process involves exchange of
ideas.
The ideas should be accurately
replicated.
The sender should be assured of the
exact replication.
The purpose is to call forth desired
action.

Characteristics of
Communication

Interchange of Information.
Continuous process.
Mutual Understanding
Response or reaction
Universal function
Social Activity

Process and Cycle

Elements of Communication

Idea/Input
Sender
Message
Encode
Channel
Output
Decode
Feedback

One-way and Two-way


Communication

Communication in a Business
Enterprise

Why managers need to


communicate effectively?

To give and receive information


To provide advice
To provide counselling
To issue orders and instructions
To impart education and training
To convince and persuade people
To issue warnings and notices
To motivate people
To receive suggestions

Dimensions of Business Communication in


an Organization

Intra- Personal Communication:


Self-image, Self-talk, Self-esteem and
Self-confidence
Interpersonal Communication:
Empathy, Assertiveness, Cultural
Sensitivity, Perseverance

Dimensions contd.
Verbal Communication:
Language Competency, Vocabulary,
General Awareness, Domain
Knowledge, Listening
Non- Verbal Communication

Seven Cardinal mistakes Managers


make while communicating
Communicating without knowing the
problem properly.
Underestimating the intelligence of
others.
Using inappropriate channels of
communication
Believing that words speak louder
than action

Seven Cardinal mistakes Managers


make while communicating
Listening only to good news
Playing guessing games with
employees
Rarely talking to employees

Facilitating Effective
Communication
Develop a genuine desire to
communicate
Understand Oneself and Others
Encourage an open climate
Develop strong internal
communications
Practice effective listening

Types of Communication- Formal


In formal communication, certain rules, conventions
and principles are followed while communicating
message.
Formal communication occurs in formal and official
style. Usually professional settings, corporate
meetings, conferences undergoes in formal pattern.
In formal communication, use of slang and foul
language is avoided and correct pronunciation is
required. Authority lines are needed to be followed in
formal communication.

Types of Communication- Informal


Its just a casual talk.
It happens among friends and family.
In informal communication use of slang words, foul
language is not restricted.
Usually, informal communication is done orally and
using gestures.
Informal communication, Unlike formal
communication, doesnt follow authority lines.
In an organization, it helps in finding out staff
grievances as people express more when talking
informally.
Informal communication helps in building
relationships.

Types of Comm. - Verbal

Types of Comm. Non-Verbal

Flow of Communication
Upward Flow- Messages containing
requests, reports, proposals, and
feedback
Downward Flow- Information,
Instruction, Direction, Order,
feedback
Horizontal Flow
Diagonal Flow

Demerits of Upward flow


It occurs far less frequently than
downward communication.
Communication is short.
Inaccurate information.

Demerits of downward flow


Messages gets distorted.
Takes a lot of time.
Becomes less accurate.

Horizontal Communication
It is very friendly in nature.
More casual in tone and occurs more
frequently.
Saves time.

Importance of Feedback
To know whether the receiver has
understood the message or not.
Enables us to evaluate the effectiveness of
message.
Enables us to identify the problems and
improve products and services.
Enhance productivity.
Sustain Customers.
To create a healthy corporate environment
To motivate employees.

Cs of Communication

Clarity

Completeness

Concrete

Consideration

Correctness

Courtesy

Concise

Communication Skills

Sri Ram analyzing Hanumans


speech


|
||
"Definitely grammar is severally and
comprehensively learnt by him... and
though much is said by him not a
single word has gone amiss of
verbiage...

Sri Ram analysing Hanumans


speech
|
||
"Unexpanded, un-doubtful, undelaying and non-dissonant is the
tenor of his speech, and it comports
in his chest or throat in a medium
tone...

Sri Ram analysing Hanumans


speech


|
||
"On his face or eyes, or on forehead
or brows, or on other faculties of
expression no fault is found...even at
the least...

Sri Ram analysing Hanumans


speech

|
||
"He has orderly refinement in speech
that is remarkable and un-delaying,
and he speaks propitious words that
are heart-pleasing...[

Sri Ram analysing Hanumans


speech
|
||
"His speech is generated in three places
is enthralling... and whose heart is it
that is disenchanted, even that of an
enemy after raising his sword at him, on
hearing his speech...[

Barriers to Communication
Linguistic

Ignorance of the nature of words


Limited vocabulary
Wrong choice of words
Construction of long and short sentences
Improper word order
Improper punctuation

Barriers
Psychological
Mental states such as preconceived notions,
wrong assumptions, fixed ideas, one-way
thinking
Mental habits premature evaluation, jumping
to conclusions, I know all presumption
Difference in background, different levels of
knowledge and education, lack of concentration
while sending or receiving message

Physical
Technical noise such as harsh or loud
noise, din of machines, creaking of
doors
Physical noise such as improper
seating arrangement, poor lighting,
badly ventilated rooms, physical
discomfort (room temperature,
uncomfortable seats)

Barriers
Distractions such as gaudy dress,
unsuitable gestures, loud perfume,
fiddling with key chain, etc.

Physiological Barriers

Ill health
Poor eyesight
Hearing disability
Pain

Organizational Barriers

Too many sources of information


Too many transfer stations
Information overload
Inappropriate media

Cultural Barriers
Difference in Business Practices
Difference in social customs and
etiquette
Divergent perception of values
Conceptual peculiarities

Interpersonal Barriers
Strong emotions and feelings
Unshared perceptions and ideas
Negative attitude

What should a manager do while


communicating?
He should stay focused. Should
subdue his inner thoughts.
He should not dominate
conversations.
He should not plan responses.
He should not interrupt the speaker.
He should take mental notes while
listening.
He should not jump to conclusions.

Contd.
He should engage in open-ended
questions.
He should indicate his engagement by
correct gesture and proper eye
contact.
He should occasionally nod his head
to show his understanding.
He should jot down the key points
while listening.

Contd.
He should clarify points that he does not
understand.
Ignore distractions.
Build Rapport with the clients.
Build humor into the talk.
Repeat the key points frequently to
reinforce.
Use ample illustrations, graphics, examples
to appeal to all kind of customers