1-Managerial Communication Intro

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MBA Trimester II

ManagerialCommunication


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A good CONVERSATIONALIST is not the one who

remembers what was said, but says what someone

wants to remember.

COMMUNICATION works for those who work at it.


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Contents

1. Communication

2. Introduction to Managerial Communication

3. Types & Ways of Managerial Communication

4. Direction of Communication Flow5. Importance at the workplace

6. Barriers to Effective Managerial Communication

7. Skills required for effective Managerial Communication

8. Communication for Managers9. Verbal and Non- verbal Communication


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Communication

The exchange of information between two or more people.

There are many different models of the communication process, buthere are some of the key elements:

thesenderor communicator: the person who initiates a message.

the receiveror interpreter: the person to whom a message isdirected)

the message : the verbal and/or nonverbal content (ideas, thoughts,information)

encodedby the sender and decodedby the receiver.

Encode: formulate words to transmit message.

the channel: the medium by which the message is delivered andreceived; mode used to transmit message.


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Cont.

Decode : receiver listens or reads message clearly.

the Receiver : person processes and reacts to message.

the context(the setting and situation in which communication takes

place; physical, social, cultural context).

Noise (anything that interferes with the accurate expression orreception of a message; physical or psychological).

Feedback(a response from the receiver indicating whether a messagehas been received in its intended form).

Effective communication takes place when a sender's message is fullyunderstood by the receiver.


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Communication Process

Sender

Noise

EncodingChannel

(Message)Receiver

ResponseFeedback

Decoding

Context


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Co-orientation in the Communication

Process An interesting manifestation of the attention paid to the receiver in the

study of the communication process is the concept of 'co-orientation.

The idea behind this concept is that two persons can have similarperceptions and interpretations of the same object, and the greater thesimilarity (co-orientation), the more efficient will be the flow ofcommunication between the persons.

Conversely, an intense flow of communication may increase co-

orientation."

(Juan Diaz Bordenave, "Communication Theory and RuralDevelopment." Communication for Social Change Anthology, ed. by Alfonso

GumucioDagron and Thomas Tufte. CFSC Consortium, 2006)


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Managerial Communication - Intro

A function which helps managers communicate with each other as wellas with employees within the organization.

Helps in the smooth flow of information among managers workingtowards a common goal. The message has to be clear and well

understood in effective communication.

Enables the information to flow in its desired form among managers,team leaders and their respective teams.

The objective may be to inform, to persuade, to train, to motivate, toeducate, to relate, to rectify , to entertain etc.

Communication facilitates all the functions of management includingplanning, organising, instructing, coordinating and controlling.


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Cont.

Represents the decisive means by which the manager fulfils his/her

tasks and duties and employs the competences and skills pertaining to

his/her role in the company and in the relations with the business

partners.

The manager sends information to the members of the organization

and the business partners, and their response influences his/her

decisions and behaviour.

This system needs to be conceived as a dynamic organism, capable ofadapting to the information needs of the company at any moment, at all

the levels and in all senses, laying the stress on the problems that

influence and condition its normal functioning.


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Types

Interpersonal Communication - Interpersonal communication

generally takes place between two or more individuals at the

workplace.

Organizational Communication - Communication taking place at alllevels in the organization refers to organizational communication.

a) Formal

b) Informal


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Ways of Managerial Communication

It is really essential for managers to express their views clearly for theteam members to understand what exactly is expected out of them.

i. Verbal Communication: done with the help of words written or

spoken; right words should be used clearly and precisely. It consist of

speaking, listening, writing, reading and thinking. One of the mostreliable modes of communication.

ii. Non- Verbal Communication: includes use of pictures, signs,

gestures and facial expressions for exchanging information. Wordless

message conveyed through signs, movements etc.


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Direction of Communication Flow

Upward Communication: Flow of information from employees to

managers is called upward communication. Upward communication

takes place when employees share their views with their managers on

their nature of work, job responsibilities and how they feel about the

organization on the whole.

Communication with the higher ups Solutions please!!

Time is important

Appointment &Agenda

Be Precise Give Accurate Information

Clarify your point of view

Dont Assume

Filtering problem, distortion etc.


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Direction Contd.

Downward communication: information flows from managers to the

subordinates.a) Policies and decisions, b)Seek clarification

c) Value the input d)Be empathetic

e) Convince or activate f) Listen to people

g) Targets and feed back! h) Dont be Rude

i) Last word yours!

Crosswise Communication: includes the horizontal flow of information,

used to speed information flow, to improve understanding, and to

coordinate efforts but may create difficulties. Include informal meetings,

lunch hours, task teams across departments etc.

a) Develop Relations e)No loose talk

b) Give Feedback f) Neither less nor more

c) Share Information g) Rumors will spread

d) Avoid Arguments


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Barriers in General

1. Encoding Barriers

Lack of sensitivity to receiver

Lack of Basic Communication Skills.

Insufficient Knowledge of the Subject. Information Overload.

Emotional Interference.

2. Transmitting Barriers

Physical Distractions

Conflicting Messages.

Channel Barriers.

Long Communication Chain.


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Cont.

3. Decoding Barriers:

Lack of Interest

Lack of Knowledge

Lack of Communication Skills.

Emotional Distractions.

Physical Distractions

4. Responding Barriers:

No provision of feedback

Inadequate feedback


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Barriers to Effective Managerial

Communication

As responsible managers, one must stay away from nasty politics at

workplace.

Listen carefully what the other person has to say before jumping to

conclusions. Do not address your team members just for the sake of it. Take care of

your pitch and tone.

Do not address employees during lunch hours or when they are about

to leave for the day.

Prefer not to interact verbally. Do not communicate separately with your team members as

information might not reach in its desired form.


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Skills Required for Effective Managerial

Communication

Body Language and overall personality of an individual play an essential

role in effective communication.

People generally like to communicate with someone who is nicely dressed

and presentable. Take care of your facial expressions and gestures.Express your thoughts in positive way.

Be Honest and Speak Relevant.

Be a good listener

Be Focused and Confident.

The pitch and the tone need to be taken care of.

As a good manager, you ought to be impartial towards all your team

members. Communicate on a common platform.

Know when to communicate.


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Cont.

Mangers should address the following barriers in communication environment :

Noise and distractions: External distractions range from poor acoustics touncomfortable meeting rooms to crowded computer screens with instantmessages and reminders popping up all over the place.

Competing messages: Having your audiences undivided attention is a rareluxury. In many cases, you must compete with other messages that aretrying to reach your audience at the same time. Too many messages canresult in information overload, which not only makes it difficult todiscriminate between useful and useless information but also amplifiesworkplace stress.

Filters: Messages can be blocked or distorted by filters, which are any humanor technology intervention between the sender and the receiver. Filteringcan be both intentional or unintentional (such as an overly aggressive SPAMfilter that deletes legitimate e-mail).

Channel breakdowns: Sometimes the channel simply breaks down and failsto deliver your message at all.


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Communication for Managers

CONTEXT

Purpose

Audience Communicator

1. Analyzing the Situation


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2. Deciding on the Communication Strategy

Content Structure

Managerial Style Channel


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Cont.Developing a Communications Strategy

1. Statement of Purpose: why you have developed a communicationsstrategy and what you hope to achieve with it.

2. Current Position: PEST, SWOT & Competitors Analysis: How can threatsbe turned into opportunities, how can you play on your strengthsthrough effective communications?

3. Organizational objectives and Communication Objectives: communicationsstrategy should closely reflect your overall organizational plan.

4. Identifying Stakeholders: both external and internal

5. Messages: break down your objectives into relevant messages for each ofthose audiences.

6. Key Communication Methods: e-bulletin, conference, workshop, leaflet,

press release, event or broader methods such as media and yourwebsite.

7. Work plan :indicates the key communications activities, budget andresources allocated to delivering the strategy.

8. Success Evaluation: a must


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3. Deciding on Managerial Style

Communicators Control

Join

Consult

Sell

Tell

Audience Involvement

Join

Consult

Sell

Tell


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4. Deciding on Structure

Direct Indirect

Audience Involvement Low High

Audience Bias Positive Negative

Your Credibility High Low

Direct Indirect

Informative Main points followed by

subsidiary points

Subsidiary points

preceding main point

Persuasive Recommendations

backed by arguments

Arguments leading to

recommendations


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Communication Style

The Interpersonal Attitude Instrument that each of us has a defaultcommunication style. These are not better or worse --just different.

Type A: Analyst Data Focus: Analytical, realistic, Quantitative, problemsolver, Rational, Likes numbers, technical, Understands money,Mathematical, Logical, Critical

Type B: Innovator Creative Focus (This is the hardest one to learn):Imaginative, Visionary, Holistic, Artistic, Intuitive, Integrating,Synthesizing, Conceptual, Speculative, Innovative, Impetuous (impulsive),Curious, Playful, Takes risks, Breaks rules, Likes surprises, Asks Why?

Type C: Producer Results Focus : Organized, Planned, Detailed ,

Punctual, Reliable, Stable, Careful, Consistent, Practical, Neat,Administrative, Establishes procedures , Takes preventative action, Getsthings done, Interested in bottom line, Asks How?

Type D: Diplomat People Focus: Emotional, Sharing, Interpersonal,Team players, non verbal, Sensitive to others, Supportive, Likes to teach,

Expressive, Loquacious (talkative), Asks who?


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Communication Style

Style Positive Negative

AnalystIndustrious, Realistic,

Problem Solver

Critical, Picky, in the

weeds

InnovatorImaginative, Visionary,

Intuitive

out of touch with

reality

Producer

Organized, Planned,

Reliable Rigid, stuck in the rut

DiplomatSupportive, Team

PlayerPliable, no backbone


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Communication Style in General

Any communication style should take care of these basic aspects:

1. Use simple words and Phrases.2. Use short and familiar words.3. Give illustration and examples.

4. Use short sentence and paragraphs.

Forceful Style: The tone is be polite but firm. This is to be used whenwriter has a power.Passive Style: This is to be used when writer in the position lowerthan that of recipient of the message.

Personal Style: This is to be used for communicating good news andmaking persuasive request for action.Lively/Colorful Style: This is to be used for good-news items,advertisement and sales letter.Less Colorful Style: This is appropriate for common business writing.


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Verbal Communication

Requires the use of words, vocabulary, numbers and symbols and is organized

in sentences using language.

Words spoken, listened to or written affect your life as well as others. They

have the power to create emotions and move people to take action. When

verbal communication is delivered accurately and clearly, you activate the

mind and encourage creativity.

Verbal Communication through

a) Questions: challenge beliefs. Audience saying "Yes" to your suggestions and

opinions indicate that you were able to influence and change their beliefs

and thoughts from your spoken or written persuasion.

b) Stories: carries power to induce the person to relate to what you are saying

or suggesting.

c) Jokes: usually helps people relax more and is opened to listen to you.

Unnecessary arguments are reduced when you are able to express yourself

with great command of your language skills.


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Non Verbal CommunicationThe most important thing in COMMUNICATION is to hear what isn't being said. Peter Drucker

Consists of all the messages other than words that are used in communication.

These symbolic messages are transferred by means of intonation, tone of

voice; vocally produced noises, body posture, body gestures, facial expressions

or pauses.

Individuals normally do not confine themselves to the mere emission of words.

In other words, a spoken message is always sent on two levels simultaneously,

verbal and non-verbal.

Are trustable because they are mostly unconscious and part of every-daybehaviour. People assume that non-verbal actions do not lie and therefore they

tend to believe the non-verbal message when a verbal message contradicts it.

Means to persuade or to control others, to clarify or embellish things, to stress,

complement, regulate and repeat verbal expressions.


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Forms of Non Verbal Communication

A social and cultural environment, rather than our genetic heritage, determinesthe non-verbal communication system that we use.

Kinesics:or body language, refers to the body movements in communication,such as facial expressions, eye contact, hand gestures and touch.

Proxemics: refers to the study of the use of space in non-verbalcommunication, meaning anything from architecture and furniture to thedistance between people who interact in a given situation. Usually, peoplekeep a "social distance" between themselves and the person to whom theyspeak.

Paralanguage : makes up all the sounds people produce with their voices

that are not words, including laughter, tone and pace of voice, and emptywords and phrases such as um and you know. Through paralanguage,people communicate their emotional state, veracity, and sincerity.

Chronemics: is the study of the use of time in non-verbal communication,including people's understanding of present, past and future, their status and

punctuality.


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Prominent Forms

1. Intonation:

The way that the senders pitch of voice rises and falls when speaking.

Indicates the end of an entity of information, which in written

communication is shown by means of a comma, semicolon, point,

exclamation mark or question mark. To lay emphasis on a particular word or idea, a detail that the

interpreter must not fail to be aware of.

2. Tone of Voice:

A means by which the speaker implies his or her attitude to themessage and also seeks a reaction from the listener.

Aggressive, critical, nervous, disappointed, monotonous, friendly,

enthusiastic, vivid, persuasive, rousing, factual tone (news)etc.


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Cont.

3. Vocally produced noises

Spoken discourse can be accompanied by vocally produced noises that are

not regarded as part of language, though they help in communication for

the expression of attitude or feeling.

In contrast to the great diversity of language, non-lexical expressions are

much more similar in form and meaning. Vocally produced noises include laughter, shouts, screams of joy, fear, pain,

as well as conventional expressions of disgust, triumph, etc.

4. Body posture

It is the bearing or the position of the speakers body.

Body posture can be characteristic and assumed for a special purpose or

it can correspond to the normal expectations in the context of a particular

situation. Sitting, lying down, standing are not the elements of postures.

When the speaker is slouched or erect, his or her legs crossed or arms

folded, such postures convey a degree of formality or relaxation.


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Cont.

5. Body Gestures A body gesture is a movement made with a limb, especially the hands, to

express, confirm, emphasize or back up the speakers attitude or intention

Regularly used in oral discourse.

If a body act requires no verbal accompaniment, it is called an emblem.

Examples are: hand signals such as waving good-bye, the V for victory

sign or the high five signaling victory.

While some emblems, for example a clenched fist, have universal

meaning, there are others that are idiosyncratic or culturally conditioned.

The use of the zero shape made by the fingers, for instance, does not mean

the same thing in different cultures. Standing for OK in the UK, it may be

a vulgar expression in South American cultures, sometimes

embarrassingly so.

Body gestures are always perceived and interpreted together with facial

expressions.


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Cont.

6. Facial expressions and eye movement

Dynamic features which communicate the speakers attitude, emotions,

intentions, and so on.

The face is the primary source of emotions.

During oral communication, facial expressions change continually and

are constantly monitored and interpreted by the receiver.

Examples are: a smile, frown, raised eyebrow, yawn or sneer.

Eye movement is a key part of facial behaviour because the eyes are

invariably involved in facial displays. The different forms are observedto be cross-cultural.

The frequency of eye contact may suggest either interest or boredom

or may even betray dishonesty. The direct stare of the speaker can

show candor or openness.


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Cont.

7. Pause

A pause can have two different functions:

a. It can be a brief suspension of the voice to indicate the limits andrelations of sentences and their parts. A pause, then. assumes a similarfunction in oral discourse to intonation.

b. It can consist of a temporary vocal inaction revealing the speakersuncertainty, hesitation, tension or uneasiness.

In this context, a pause can also be judgmental by indicating favour ordisfavour, agreement or disagreement.

Consequently, the non-verbal cue of a pause can give rise to problemswhen interpreting it because its meaning can vary considerably. It canhave a positive or negative influence on the process of communication.


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Assignment No 1

Explain following definitions of communication with suitableexamples.

Communication is the sum of all the things one person doeswhen s/he wants to create understanding in the minds ofanother. It is a bridge of meaning.

It involves a systematic and continuous process of telling,

listening, and understanding.

Documents

1-Managerial Communication Intro