Managerial mmunication

Module 1

Communication Process
Objectives of Communication
Forms of Communication
Types of Communication
Channels of Communication
Communication in Organizations
Barriers to Communication
Guidelines to overcome barriers
Principles( 7 cs) of Communication

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 What Is Communication

Communication is the process of

transmitting and receiving
verbal and non-verbal messages

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 Business Communication

Strong Business Communication skills are

critical to the success of an organization
despite its size, geographical location, and
its mission. Good business communication
practices assist the organization in its
objectives by informing, persuading and
building good will within both the internal
environment and, the external
environment.
 The Communication Process
Sender has an idea/message Communication is the
Sender encodes the idea/ exchange of thoughts,
messages, or
message
information, by
Sender transmits the message speech, signals,
writing, or behaviour
between a sender and
Sender Message a receiver.

Feedback Receiver

Receiver gets the message

Receiver decodes the message
Receiver sends the feedback
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 The Communication Process

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 Objectives of Communication

To pass on and obtain information

To express our emotions
To achieve joint understanding
To reach decisions
To develop relationships
To get things done
To motivate
 Elements of Communication

The elements of communication include:

A Sender/Encoder
A Receiver/ Decoder
Message
Channel and Medium
 Channels of communication

Communication can be split into two parts

- the message or content
- the channel it is transmitted on( phone, mails etc.)

Communication in organizations follows paths or

channels
Communication between managers and subordinates is
known as vertical communication, and lateral communication
amongst peers

External communication cannot be neglected as it

is key to attracting and retaining customers.
 Channels of communication contd

Medium versus Channel

These two terms are often confused in Business

Communication.
Understanding the distinction is essential to
understand Business Communication.

Example:
Channel Water
Medium Boat
 Channels of communication contd

The choice of channel and by extension the Medium

should therefore be determined by the following:

1. Purpose of communication
2. Ability of the Encoder to effectively use the
medium
3. Effectiveness of the medium to deliver the
message
 Types of Communication
Formal Communication

Straightforward
Official
Always precise and stringent.
Memos, Reports, corporate letters, conferences etc.

Informal Communication

Unrestrained
No rigid rules or guidelines.
 Grapevine
Grapevine is the most widespread and commonly used informal
communication network.
Grapevine exists outside the formal channels and is used
by people to transmit casual, personal, and social
interchanges at work.
It is an expression of their natural motivation to communicate.
It consists of rumours, gossip, and truthful information.
Fast as compared formal communication.
Types : Single strand, cluster, gossip
 Recent studies show that word of
mouth information from peers about
the company has significant impact
on the company

Demerits of informal communication :

Lacks Authenticity
Fixing responsibility is difficult
Creates misunderstanding
 Forms of Communication

Verbal communication

Oral communication
Written Communication
 Forms of Communication

Non-verbal Communication

Body language
Eye contact
Facial Expressions
Proxemics
 Non Verbal Communication

Nonverbal messages communicate emotions

Most of that communication is about emotional information, which

in turn is a powerful motivator in human behaviour.

Because of nonverbal communication, you cannot not

communicate
The very attempt to mask one's communication communicates
something in and of itself.

Nonverbal communication is strongly related to verbal

communication
 Non Verbal Communication

Nonverbal communication serves many functions,

when compared to verbal messages.

It can repeat, complement, and accent spoken words.

Sometimes it can substitute for speech.
It can regulate spoken conversation.
It can contradict spoken words, or even deceive others.
 Non Verbal Communication

Posture and gesture

Face and eyes
Voice
Touch
Physical appearance and attractiveness
Distance and territory
Time
Physical environment
 Communication and Culture

Low Context culture High Context culture

Workers rely on detailed background Workers do not expect or want

information detailed information
Information is highly centralized and Information is shared with everyone
controlled
Business and social relationship are Business and social relationships
discrete overlap
Competence is valued as much as Position and status are valued more
position and status than competence
Meetings have fixed agendas and Meetings are planned on short
advance notice notice, and key people always accept
Organizational Communication
Formal small group networks

This network permits all

group members to
actively communicate
with each other
Communication in Organizations
Internal Communication

UPWARD/DOWNWARD/LATERAL COMMUNICATION

Board of Directors

Marketing
Finance Production

Finance Marketing Factory

Officers Assistants Operatives
 Communication in Organizations
Functions of downward communication

Instructions and orders

Education and training
On the job training
Motivation
Providing people with a motive, an inner urge to make effort to do
their best.
Raising Morale
Morale is the individual and collective spirit and moral condition of
employees with regard to discipline and confidence
Advice
Counseling
Warning
Appreciation
Communication in Organizations

Functions of upward communication

Requests
Application
Appeal
Demand
Representation
Complaint
Suggestion
Communication in Organizations

Functions of horizontal communication

Exchange of information
Discussion
Coordination
Conflict resolution
Problem solving
Social and emotional support
 Communication in Organizations

Internal communication

Media of Internal Communication

Notice boards, bulletin boards

Public address system
Intercom
Intranet
Meetings
Publications
Newsletters
 Communication in Organizations

External communication
External communication cannot be neglected as it is key
to attracting and retaining customers.

Work related communication with people

outside the business.
Personal selling, telephoning, advertising.
Image building
Displays a companys etiquette
Well planned interviews, tactful replies to comments
and criticisms, annual reports and image-building
interviews with news media
Communication in Organizations

Personal Communication

Non business

Related exchanges of information and

feelings among people
 Barriers to Communication

Language Barrier

Semantics

Attitudinal barriers

Physical barriers

Information, Data Overload

 Barriers To Communication
Language Barrier and Culture represent a national
barrier which is particularly important for organizations
involved in overseas business.

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 LANGUAGE
BARRIER
A legislator hired a new office manager with the
instructions to turn in a bimonthly report on all
activities that occurred in the previous month.
After a month went by with no report, the legislator
asked the office manager why he had not turned in the
report as requested. The Manager replied that he
thought the legislator wanted the report only every
two months. After a short discussion on the definition
of bimonthly, the two looked the word up in the
dictionary. They discovered that bimonthly means both
twice a month and every two months.
 Barriers To Communication
Semantics
Relates to the different understanding and interpretation
of the words we use to communicate.
- all over the place
- under the weather..
- kick the bucket.
Words such as
Honey, Gay etccan create Semantic Barriers
Note this muddled newspaper
ad: "Dog for sale. Will eat
anything. Especially likes children.
Call 888-3599 for more information."
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 Barriers To Communication

Attitudinal barriers

Poor management
Lack of consultation with
employees
Personality conflicts
Personal attitudes of
individual employees
which may be due to lack
of motivation or
dissatisfaction at work
Believing that people with
disabilities are helpless

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 Barriers To Communication

Physical barriers are due to the

nature of the environment.

Poor or outdated equipment

Staff shortages
Distractions like background noise
Poor lighting
An environment which is too hot or
cold can all affect people's morale
and concentration, which in turn
interfere with effective
communication.
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 Barriers To Communication
Information, Data overload

Excess information is provided making

processing and absorbing tasks very difficult

Distortion and omission are likely results

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 Barriers To Communication
Status Difference

Relationship between the sender and the receiver,

boss-employee, parent-child, etc..

Physiological barriers

May result from individuals personal discomfort

caused, for example ill health, poor eye sight or
hearing difficulties

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 Overcoming Communication Barriers
Improve your language, listening skills, writing skills &
speaking skills
Develop habit of reading start with an English newspaper
Be sensitive to receivers point of view
Understand first, then communicate
Dont be afraid to ask questions
Listen to UNDERSTAND!
Use direct, simple language, or at least use language
appropriate to the receiver.
Use proper channel(s). Learn to use channels well.
Learn to use supportive communication, not defensive
communication.
 7cs Of Effective Communication

1. Correctness Builds confidence

2. Clarity Makes comprehension easier
3. Conciseness Saves time
4. Consideration Builds trust.
5. Courtesy Improves relationships
6. Concreteness Reinforces confidence
7. Completeness Introduces stability
 7Cs of Effective Communication
Correctness

Use the right level of language

Correct use of grammar, spelling and
punctuation
Accuracy in stating facts and figures

Correctness in message helps in building

confidence.
 7Cs of Effective Communication

Clarity

Use of simple language

Easy sentence structure in composing the
message
Ensure clarity in presenting ideas, its easy for the
receiver/decoder to grasp the meaning being
conveyed by the sender/encoder.

Clarity makes comprehension easier.

 7Cs of Effective Communication
Conciseness

Conciseness, in a business message, can be achieved

by avoiding repetition

Using brief and to the point sentences, including

relevant material

Achieving conciseness does not mean to lose

completeness of message

A concise message saves time of both the sender and

the receiver.
 7Cs of Effective Communication

Consideration

Consideration demands to put oneself in the place

receiver while composing a message

It refers to the use of You attitude, emphases positive

pleasant facts, visualizing readers problems, desires,
emotions and his response
 7Cs of Effective Communication

Courtesy

Use polite words and gestures

Be appreciative, thoughtful, tactful
Show respect to the receiver

Courtesy builds goodwill

 7Cs of Effective Communication

Concreteness

Being definite, vivid and specific rather than

vague, obscure and general leads to
concreteness of the message

Facts and figures being presented in the message

should be specific

Concreteness reinforces confidence

 7Cs of Effective Communication

Completeness

The message must bear all the necessary

information to bring the response you desire

The sender should answer all the questions and with

facts and figures. and when desirable, go for extra
details

Completeness brings the desired response