Management Communication

Dr. Kirti Khanzode

What is Communication ?
Facts about Communication
Effective Business Communication
Managerial Communication
Advantages of Effective Communication
Communication Strategy
Components of Communication
Verbal: Words (oral or written)
Vocal: Voice ( tone, intonation, emphasis)
Visual: Body Language( stance, posture,
gestures, eye contact, facial expressions)
and also
dress, grooming
ow do people infer meaning from
messages communicated?
Messages communicated are rarely 100%
perceived as intended
This happens because the message passes
through people's mental filters
Mental filters are shaped by people's past
experiences, likes/dislikes, beliefs, values,
biases
n the process the original message as intended
by the sender gets distorted in varying degrees
Mehrabian Model of
Communication
Professor Mehrab conducted a research &
found out that people infer
55% of the meaning from facial
expressions
38 % from paralinguistic cues
Only 7 % from the spoken word
Mehrabian Model
Facial Expressions
55%
Paralinguistic
38%
Spoken
Word
7%
mplications of this model on
medium choice
Face to face = richest medium
Telephone= rich
Written medium= lean
Choose rich medium of communication for
critical communication situations for
example conflict resolution
The other advantage is that feedback is
immediate, and therefore the clarification/
explanation possibility exists
ow to work out your Managerial
Communication Strategy
Decide what is your objective/purpose
Analyze who is your audience?
What would be the best channel/medium
to achieve the objective, within your
constrains of resources & time (if any) ?
And therefore how should you structure
your message?
Examples of Communication
Objectives
As a result of this presentation, my boss will
learn the results of two new # Programs
As a result of reading this letter, the client will
sign and return the contract
As a result of this email, the accountant will give
me the quarterly expense information for my
report
As a result of this memo, my boss will approve
my marketing plan
As a result of this meeting, we will be able to
come up with a strategy for the new product
launch
Approaches to Structure
Direct: Bottom Lining
ndirect: Mystery Story Approach
Factors to consider before
choosing direct or indirect message
structure
Nature of message --- sensitive or
neutral/routine
Possible audience reaction to it --- positive
or negative
Culture of the audience--- high context or
low context
Your credibility as a communicator--- high
or low
Consider these factors to Choose
an Appropriate Channel
Do you want a formal or informal communication
Would you want to write or speak
Do you want an immediate response
Do you want high audience participation
Do you wish to have a permanent record?
Would you want the communication to be easily
retransmitted or not?
Would you want to use a channel preferred by
your audience based on their cultural context?
Culture
Culture refers to a group/community with
which we share common experiences that
shape the way we behave and understand
the world
#egional: country, area, community
#eligion: sects, variations, etc...
Corporate: industry, company, department
Other groups: schools, clubs, etc...
Characteristics of culture
Culture is not inherent, but learned
Cultures are rooted in deep seated beliefs
Culture is the basis for self-identity and
community
Cultures are dynamic
Tips for approaching cross cultural
communications
Avoid ethnocentrism
Look beyond stereotypes
Observe non-verbal cues
Study your own and other cultures
Values/perceptions that differ within/across
cultures
ndividualism and
collectivism
igh context and low
context
Perception of space
Perception of time
mportance of
hierarchies
Nature of change
Perception of gender
roles
Criteria/definitions of
success
Nature of authority
Nature of humor
all: Comparing low to high context
cultures
Low Context
Tends to prefer direct verbal
interaction
Tends to understand meaning
at one level only
s generally less proficient in
reading non-verbal cues
Values individualism
#elies more on logic
Employs linear logic
Says no directly
Communicates in highly
structured messages, provides
details, stresses literal
meanings, gives authority to
written information
High Context
Tends to prefer indirect
verbal interaction
Tends to understand
meanings embedded at
many socio-cultural levels
s generally more proficient in
reading nonverbal cues
Values group membership
#elies more on context and
feeling
Employs spiral logic
Talks around point, avoids
saying no
Communicates in simple,
ambiguous messages;
understands visual
messages readily
Low Context igh Context
Cerman North Amer|can French 8pan|sh Creek 6h|nese
Cerman-8w|ss 8cand|nav|an Eng||sh |ta||an Hex|can Arab Japanese
Low Context igh Context