MBA G531

MANAGERIAL
COMMUNICATION
BITS Pilani
Pilani | Dubai | Goa | Hyderabad

Lecture 1

JAYASHREE MAHESH

BITS Pilani
Pilani | Dubai | Goa | Hyderabad

MANAGERIAL COMMUNICATION
AN OVERVIEW Part 1

Chapter Objectives
Understand characteristics of present day
organizations
Importance, advantages and characteristics of
effective communication
Historical perspective of managerial communication
Process and components of interpersonal
communication
Difference between general and business
communication
Formal communication
Informal communication
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Changing Nature of
Organizations
Shift from . . .

Hierarchical
structures

Climate of
coaching
feedback)

(tall)

authority
(support

Analog to digital
technology)
Regional or
competition

to

decentralized

(flat)

(control) to climate of
through
performance
(computerized

national

competition

information
to

global

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Characteristics of
Organizations
Diversity
Work teams
Technology
Empowerment
Cost containment
Environmental concerns
Outsourcing

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Importance of
Communication

Research conducted in 2000 by the

National Association of College Employers
(NACE) identified the top ten characteristics
employers seek in a job candidate .
No 1 was Communication Skills, followed by
Motivation/Initiative and Team work skills.
A survey of 224 recent business graduates
ranked communication as the most important
area of knowledge both for securing
employment after graduation and for
advancement and promotion once on the job
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Importance of Communication
A survey of 6000 people conducted by Young
Executive magazine found that the most
annoying habit of American bosses was poor
communication.
A survey of 200 corporate vice presidents
reported they spend the equivalent of nearly
three months a year writing correspondence and
reports.
Eighty percent of the managers at 402 firms
surveyed nationwide said that most of their
employees need to improve their writing skills, up
from 65% previous year. But only 21% of the
firms offered training in 7writing skills.

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Why Study Communication?

The Only Completely Portable Skill
You will use it in every relationship
You will need it regardless of your career
path
The Information Age
The history of civilization is the history of
information
Language
and
written
documents
facilitate the transfer of information and
knowledge through time and space
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Advantages of Effective
Communication

Stronger business
relationships
Clearer promotional
materials
Enhanced
professional image
Improved
stakeholder response
Lesser
misunderstanding

Quicker problem
solving
Stronger decision
making
Increased
productivity
Steadier work flow
Better Quality of
documents
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Characteristics of Effective
Business Communication
Brief
Well - designed
Precise
Specific
Short
Neat & clear
Understandable & comprehensive

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Understanding Business
Communication
Derived from Latin
meaning- common.

word

'communis'

Common with respect to communication

implies commonality in perception and
understanding.
It stands for natural activity of all human
beings to
convey, opinion, feelings,
information & ideas
through words,
body language or signs.
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Definition (1)
COMMUNICATION can be defined as the
exchange of information, ideas and
knowledge between the sender and the
receiver through an accepted code of
symbols.

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Definition (2)
The transfer and understanding of meaning.
Transfer means the message was
received in a form that can be
interpreted by the receiver.
Understanding the message is not the
same as the receiver agreeing with the
message

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Definition (3)
Robert Anderson, Professional Selling,
Communication is interchange of thoughts,
opinions or information, by speech, writing
or signs.
Communication is the sending and receiving
of verbal and on verbal messages.
It includes both verbal and non verbal means
(facial expressions, gestures postures, voice
quality
It can be in written or oral form
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Historical Perspective Of Managerial

Communication
ERA

1.Ancient &
Medieval
2.Scientific
Management
3.Administrative
Management
4.Human
Relations
5.Behavioral
6.Empowerment

Characteristics
Initial efforts to
organize commerce
Clearly defined job
duties, time
specifications for
completing the task,
adhere to rules

Emphasis on authority
& discipline
Relationship among
managers &workers
important
Complexity of OB &
communication
recognized

Communication
Written Records
One way
communication, heavy
reliance on written job
instructions &rules
One way
communication as in
scientific management
Listening & two way
communication
Difficult to apply
theories
Two way
communication,

Distribution of 15power
to
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Functions of Communication
Control
Control

Motivation
Motivation

Functions
Functionsof
of
Communication
Communication

Emotional
Emotional
Expression
Expression

Information
Information

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The Communication
Process
Sender has an idea
Sender encodes the idea
Sender transmits the message
Receiver gets the message
Receiver decodes the message
Receiver sends feedback

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The Interpersonal Communication

Process

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The Components Of
Communication
Stimulus
Filter
Message
Medium
Destination

Feedback

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Stimulus
A stimulus creates a need to communicate
This stimulus can be internal or external.
An internal stimulus is simply an idea that forms
within your mind.
External stimuli come to you through your
sensory
organs- eyes, years, nose, mouth &
skin
Examples of stimulus : email, presentation that
you read, a gossip that you hear
Response to the stimulus is a message : verbal
or non verbal
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Filter
Each person has an unique perception of
reality based on experience, culture,
emotions, personality, knowledge, status etc,
These act as a filter and help us interpret
(decode) the stimulus
Compatible stimuli have greater impact than
conflicting stimuli

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Message
Message is the information to be
communicated
It is encoded as a verbal or non verbal
response to the stimulus
Not only purpose and content of the
message
are
important
but
also
important are the audience and how well
you know them

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Medium

Medium is the form in which the message is transmitted to

the receiver. Important to select an appropriate medium for
the message
Need to consider the needs of the sender, the nature of the
receiver and the aims of the communication. Inappropriate
medium can be a barrier to effective communication
Oral messages might be transmitted through a staff
meeting, personal conference, telephone conversation,
press conference, voice mail or as through informal means
grapevine.

Written messages may be transmitted through a memo,

report, letter, contract, brochure, notice, email, newsletter,
press release, manual
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Destination
The message transmitted enters
sensory environment of the receiver

the

It is the intended destination

Once
the
message
reaches
its
destination ,control passes from the sender
to the receiver.

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Noise
It is defined as any unplanned
interference in the communication
environment, which causes hindrance to
the transmission of message.
NOISE
Channel

Semantic

Interference in the
mechanics of the
medium.

Generated internally
due to the errors in the
message
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Characteristics Of General
And
Business Communication
GENERAL
BUSINESS

COMMUNICATION
Contains a general
message
Informal in style and
approach
No set pattern of
communication
Mostly Oral
Not always for a
specific audience
Doesnt involve the
usage of
technical

COMMUNICATION
Contains a technical
message
Mostly formal
Follows a set pattern
Both oral and written
Always for a specific
audience
Frequently involves

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Verbal Communication
It is the ability to communicate by using
word that separates human beings from the
rest of the animal kingdom.
It is one of the most common functions in
business
One needs to be effective for Verbal
Communication Skill
Listening skills is also important for
success of verbal communication
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Verbal Communication
Oral

Written

One-on-one conversations

Memorandums

Meetings

Letters

Phone calls

Email

Presentations

Reports

Videoconferences

Miscellaneous

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Flow Of Communication
Formal
communication
refers
to
the
communication that follows the official hierarchy
and is required to do ones job
Types
Downward Communication
Upward Communication
Horizontal Communication
Cross Channel Communication

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Formal Communication
Network
CEO

Upward

VP-1

VP-2

Downward

Cross-Channel

MGR-1

MGR-2

MGR-3

MGR-4

Horizontal
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Flow Of Communication
Downward-From the manager down the
chain of command. Used by superiors to
inform, advice and convey.
Upward- Subordinates send reports and
make recommendations to superiors.
Horizontal/Lateral

Amongst
peer
groups/people of equal rank in organization.
Cross Channel/Diagonal-Flows in all
directions and cuts across functions and
levels in an organization

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Informal Communication
Network
Grapevine:

Transmission through non-official channel

within he organization
At any place, at any time, at any work
Out of 80% information 75-90% is accurate
At every level
Information moves most rapidly
Vital part of organization
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Grapevine .
Business related
Accurate
Pervasive
Rapid
Most active during change
Normal

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BITS Pilani
Pilani | Dubai | Goa | Hyderabad

MANAGERIAL COMMUNICATION
AN OVERVIEW Part 2

Chapter Objectives
Miscommunication & its causes
Barriers to communication verbal and
non verbal
Strategies for improving business
communication
Ethics and communication
Features of organizational communication
Practice Exercises
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Employers Expectations
Organizing and presenting ideas
precisely and with clarity
Listening effectively
Communicating across different
contexts
Using communication technologies
Practicing business etiquette
Communicating ethically
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Business Communication
Its a 3D Effect
Effective Listening
Structured Speaking
Effective Writing

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Miscommunication
Refers to serious short coming of the encoder
decoder account of human communication.
Examples sender denotes
rec.
connotes
Cheap inexpensive poorly made
Shortcomings or barriers may arise because of
several
reasons
causing
failures
in
communication
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Examples

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Causes for
Miscommunication
Organization Structure (number
transfer points)
Difference in Status
Lack of trust
Closed Communication Climate
Incorrect Choice of Medium

of

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Barriers to Communication
Anything
that
prevents
successful
communication from occurring
Complex and multi-layered
Can be technical or generated by the
medium used
Main problem is human behaviour and
psychology
Can be verbal or non verbal
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Verbal Barriers
Types:
Inadequate Knowledge/vocabulary
Differences in interpretation
Language Differences
Inappropriate ExpressionJargon/Euphemisms
Over-abstraction/Ambiguity
Polarization
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Verbal Barriers

(contd.)

Inadequate knowledge or vocabulary

Sufficient knowledge about the topic
Analyze the audience
Familiarity with terminology

Differences In Interpretation
Denotation- literal, dictionary meaning of the word
Connotation- subjective emotional meaning
attached to the word
Problems occur due to personal reactions engendered
by the connotative meaning of the word

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Verbal Barriers

(contd.)

Language Differences
Language differs from culture to culture
You can buy in your native language anywhere in
the world but you can sell only in the language
of the local community
Ex: GM Chevrolets Nova Spanish It doesnt go

Inappropriate Use Of Expressions

Expressions are groups of words whose
intended meanings are different from their literal
interpretations
Includes slangs, jargons and euphemisms
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Verbal Barriers

(contd.)

Inappropriate use of expressions

Slangs : expression that is short lived and used
within a specific group of people

Ex: Zoo a course to fail

Desi, Illad

Jargons : Technical terminology used within a

specialized groups

Ex: I/C, FDP, MDP

Euphemisms :inoffensive expressions used in
place of words that may offend or suggest
something unpleasant

Ex: Obese Big boned, Healthy

Died : Departed, checked out, passed away

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Verbal Barriers

(contd.)

Over abstraction & Ambiguity

Abstract word - refers to an idea or feeling

Ex: Abstract word - transportation , communication

concrete word - automobile , memorandum

Higher the level of abstraction more difficult for the

receiver to visualize exactly what the sender has in
mind

Ambiguous words words that have a broad

meaning

Ex :few, some, several, far away

Polarization
Every situation is divided into two opposite and
distinct poles with no allowance for middle ground

Ex: Truth/lies selective or economic truth

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Nonverbal Barriers
Types
Inappropriate or Conflicting Signals
Differences in perception
Inappropriate emotions
Distractions

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Nonverbal Barriers

(Contd.)

Inappropriate Or Conflicting
Signals
Conflict between verbal and non verbal
signals
Culture dependent
Ex: Well qualified persons resume has
typographical errors

Differences In Perception
Depending on age, socio economic
background and culture
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Nonverbal Barriers

(Contd.)

Inappropriate Emotions
More effective to depend on logic rather
than emotions while communicating
Ex: excessive anger, prejudice, stereotyping

Distractions
Noise
Ex : Environmental Noise: Poor acoustics,
uncomfortable seating, illegible photocopies,
poor telephone connections
Competing Noise: too many meeting, too many
reports
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Strategies for Improving

Business Communication
Consider the audience
Encourage open feedback
Use simple language
Avoid overload
Be a good listener
Minimize distractions
Improve your skills
Apply business etiquette

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Ethics and
Communication
ETHICS: Rules of conduct that go beyond legal
rules to tell us how to act when the law is silent
Helps us to make conscious decisions regarding
what information to include/exclude while
composing a proposal, drafting a sales letter,
writing a human resource policy or recruiting a
candidate for a job
Includes:

Defamation

Invasion of Privacy

Fraud and Misrepresentation

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Defamation
Any false and malicious statement that is
communicated to other and that injures a
persons good name or reputation
May be of the following types
Slander: defamation in temporary form as in
oral communication
Libel: defamation in permanent form as in
writing or videotape

Three major conditions for defamation:

Statement should be false
Should be communicated to others
Harmful to a persons good name or reputation
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Invasion of Privacy
Any unreasonable intrusion into the
private life of another person or denial of
a person's right to be left alone
Ex: using a persons photo in a sales
promotion without his permission
Employee and customer information
stored in corporate database

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Fraud and
Misrepresentation
A deliberate misrepresentation of the truth
for the purpose of inducing someone to give
up something of value is called fraud
Active fraud: When a party actually makes a
fraudulent statement
Passive fraud : When a party deliberately
conceals an information that he/she is
supposed to reveal

A false statement that is made innocently

with no intent to deceive the other party is
called misrepresentation
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Assumptions and Features of

Organizational Communication
Communication is central to the existence of
the organization
Organizational communication is a complex
process (creating, exchanging, interpreting,
and storing messages)
Misunderstandings occur
Ethics in Communication is important
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Practice Exercise
EXERCISE 1
Redrafting Memos to Managers and
Supervisors
EXERCISE 2
Importance of Ethics in communication

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Summary
Communication is lifeblood of every
organization
Speaking and writing effectively is
important across all areas of business
including management, technical, clerk
and social positions
The ability to speak and write in ways that
are sensitive to and mindful of the factors
in different cultural context is the norm of
the day
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