managerial communication

Managerial

Communication

MACFAST

AJAI KRISHNAN G

Communication

The term communication is derived from the latin

word communis, which means common,

consequently it implies that the communication is

common understanding through communication

of minds and hearts.

It is the meaningful exchange of information

between two or a group of people.

Definitions of Communication

Communication is the sum of all the things, a

person does when he wants to create an

understanding in the mind of another. It

involves a systematic and continuous process

of telling, listening and understanding.

- Allen Louis.

Definitions of Communication

Communication is defined as the process of

passing information and understanding from

one person to another. It builds, bridges of

meaning between people, enabling them to

safely cross the rivers of misunderstanding.

Keith Davis.

Important Features of

Communication

Communication is Unavoidable: Communication

is always an existing and unavoidable phenomenon.

Facial expression, gestures and other behavioral ways,

even silence also conveys a lot about the persons

attitude.

Continuous Process: Communication is not an art

or event at an instance of time rather it is a

continuous process, incorporating various events and

activities that are inter-related and interdependent.

AJAI KRISHNAN G


Communication

Two way traffic: Communication is not complete

unless the receiver understands the message. To

ensure that the receiver has understood the message,

there should be some sort of feedback.

The role of perception: Human perceptions, the

process of interpreting and giving meaning to the

objects or signs, through five senses (seeing, hearing,

touching, tasting and feeling) plays a dominant role in

the communication process.


Communication

Universal: Communication is universal phenomenon.

All living creatures communicate through their own

symbols and signs.

Social Process: Communication is a social process

as it enables everyone in the society to satisfy his

basic needs and desires through exchange of written,

spoken or non-verbal message. It is through

communication that two or more persons interact

and influence each other and consequently bridge the

gap in their understanding.

Elements of Communication

Sender/Encoder/Speaker:

The person who initiates the communication process

is normally referred to as the sender.

He is the person who transmits, spreads, or

communicates a message and is the one who

conceives and intimates the message with the

purpose of informing/persuading/influencing/changing

the attitude, opinion, or behaviour of the receiver

(audience/listener).


Message:

The physical form of the idea or information

conveyed which can be understood through receivers

sensory receptors (hearing, seeing, smelling, feeling,

touching).

Message are not the meanings but indicative of

meanings. Meaning lies in the receivers mind not in

the message.


Encoding:

Is putting the meaning of the message into

appropriate words, symbols, gestures or other

form of expression for the purpose of sending

an intentional message.

AJAI KRISHNAN G


Channel/Medium: Is the method or vehicle used to

transmit the message. For business communication,

commonly used channels are telephones, letters,

memos, E-mail etc.

Receiver: The person or group who perceives the

message and attaches some meaning to the message,

is the receiver. By definition, if there is no receiver,

there is no communication.


Decoding:

Even if message is received, it is possible that it is

not understood in the same sense and spirit, as

the sender intended to be, because the receiver

decodes it differently.

The more the senders message commensurate

with the receivers understanding, the more

effective the communication will be.


Feedback:

It is the reversal of the communication process in

which the receiver expresses the response to the

senders message.

The response or reaction may be smiles, sighs, or

may be asking question or calling further

explanation or affirmation.

AJAI KRISHNAN G

Communication Process Models

One-Way Communication Model:

In one way communication, there is no feed back

from the receiver to sender. Here sender is not sure

about the receipt of information as well as its

understanding by the recipient.

SENDER RECEIVER

MESSAGE ENCODING CHANNELRECEIVER

DECODE

MEANING

Communication Process Models Two-Way Communication Model:

Unlike one way communication, in two-way

communication there is active feedback from the

receiver to the sender to ensure that the receiver has

understood the same meaning which the sender

intended to convey.

SENDER RECEIVER


DECODE

MEANING

DECODE AS

RECEIVER

CHANNEL MESSAGEENCODE AS

SENDER

Communication Process Models Role of Noise and Communication Model:

Noise is any unpleasant sound or undesirable distraction that

prevents easy and effective transmission of communication.

Physical noise consists of forces within the sender or receiver

that interfere with understanding, ie. Egotism, hostility,

prejudices, etc.

SENDER RECEIVER


DECODE

MEANING

DECODE AS

RECEIVER

CHANNEL MESSAGEENCODE AS

SENDER

Noise Noise Noise Noise

Objectives/Purpose of

Communication

Communication within a family, classroom, theatre,

seminar, boardroom or organization has different

objectives which depend on the purpose that has to

be achieved.

To Inform: This is the foremost objective of any

communication. Information is power and

information needs within and outside the

organization are usually met through

communication.


Communication

To Persuade:

Business work through persuasion. It is important

to persuade employees to work efficiently, to

persuade to buy our product and so on.

The objective of communication is therefore also

to persuade.

AJAI KRISHNAN G


Communication

To Educate: To disseminate knowledge and

develop skills and attitudes among people working

in the organization is another objective of

communication.

To Train: Communication is an integral part of

any training programme. Training is required to

achieve proficiency in specific skills.


Communication

To Motivate:

High level of morale and motivation are a must to

ensure high levels of productivity and efficiency, on

a sustainable basis.

Communication provides a means to keep these

motivation levels high.

AJAI KRISHNAN G


Communication

To Integrate:

Large business organizations have different

business units, departments and territorial

divisions which pursue different targets.

Communication provides the means for an

integrated approach in pursuing organizational

goals.


Communication

To Relate:

Good business relations are a must for the

continued success of any business organization.

Communication provides the means for building

and nurturing mutually beneficial relationships.

AJAI KRISHNAN G


Communication

To Entertain:

Whatever be the nature of business, there is

always a time for entertainment.

Communication facilitates social bonding and

brings lighter moments that help in creating

stunning moments and in relieving tension.

Types of Communication

1. One way communication and two way

communication

2. Verbal Communication and Non-verbal

Communication

3. Formal Communication and Informal

Communication

4. Interpersonal Communication and Intrapersonal

Communication.

One way Communication

Here role of the sender and receiver are isolated, not

interdependent. The sender conveys the message and

the receiver has to make out the meaning on his own

as there is no scope for check back.

The effectiveness of this way of communication

depends upon the speakers inferential ability and the

receivers listening skill.

Eg: The news reader reading news on television set

or radio etc.

Two way Communication

It involves active feedback from the receiver to

the sender to ensure that the receiver has

understood the same message which the sender

intended to convey.

This form of communication being more

interactive and interpersonal, allows better mutual

understanding.

AJAI KRISHNAN G

Verbal Communication

Verbal communication is communication through

spoken or written words. This verbal

communication can be oral as well as written.

Oral communication may be face to face, or by

telephone or by video conferencing system.

Written communication can take the form of

letters, memos, reports etc.

Non-verbal Communication

It means transmission of meaning other than oral or

written words.

Messages can be communicated

through gestures, body language or posture, physical

distance, facial expression and eye contact, which are

all types of nonverbal communication.

Studies reveal that about 55% of human

communication is through non verbal clues than

through written or spoken words.

AJAI KRISHNAN G


That is according to Albert Mehrabian (Professor

Emeritus of Psychology, UCLA);

Only about 7 percent of the emotional meaning of a

message is communicated through explicit verbal

channels.

About 38 percent is communicated by paralanguage,

which is basically the use of the voice.

About 55 percent comes through nonverbal, which

includes such things as gesture, posture, facial

expression, etc.

AJAI KRISHNAN G

Formal Communication

It is communication structured on the basis of

hierarchy, authority and accountability.

This is designated to ensure uniformity in

dissemination of information and to ensure

accountability.

Eg: Departmental meetings, conferences, circulars,

company news, interviews etc.


Advantages:

Ensures the maintenance of authority as well as

accountability of the executives in charge.

Helps to develop intimate relations between

immediate boss and his subordinates.

Ensures authenticity and genuineness of the matter

communicated because of responsibility of the person

involved.

Keeps uniformity in the dissemination of information.


Disadvantages:

Increases the workload of various managers as all

communications are to be transmitted through them.

Widens the communication gap between top

executives and employees at the lower level.

Dilutes the accuracy of the message when filtering

and coloring take place at the middle level.

Encourages the tendencies of red tapism, delay tactics

and suppressing of information by boss for causing

unnecessary harassment to the subordinate.

Informal Communication

It takes place outside the formally prescribed and

planned network or channel.

Unlike formal communication which is deliberately

created or documented; it is spontaneous and off

the records and beyond organizational hierarchy.

It has no set of rules and regulations and no

particular direction. It is also called Grapevine.

AJAI KRISHNAN G


Advantages:

Flows to any direction and degree with no constraint.

Strengthens the social dimensions of the organization as

it provides platform for employees social gatherings

not only in organization but outside the organization

also.

Enables the employees to discharge their negative

emotions and to feel relieved through talking and

meeting each other.

Helps to bypass official channels which are

unnecessarily cumbersome and time consuming.


Disadvantages:

Carries half-truths, rumors, false and fabricated stories

etc. Because of lack of their accuracy and authenticity,

they misinform employees or even mislead them.

Increases chances of distortion of the message as every

person hearing the message tries to add, mould or

color the message according to his/her whims and

wishes.

Creates misunderstandings among employees and

adversely affect their relations.

Intrapersonal Communication

It is the internal dialogue occurring within the

mind of an individual.

It may be clear or confused, depending upon the

individuals state of mind.

If the individuals mind is in trouble and turmoil,

the message will be unclear, vague and confused.

AJAI KRISHNAN G

What is included in Intrapersonal

Communication?

Thoughts about yourself

Self-Awareness your level of knowledge about

yourself.

Self-Esteem how you feel about yourself.

Demonstration ofwho you are

Personality emotions, thoughts and behavior patterns

that a person has.

SelfTalk

- is the inner speech that includes the questions and

comments you make to yourself.

Athletes use self-talk to reach their

peak performance.

Interpersonal Communication

It is the communication among two or more

persons.

Interpersonal communication is a term usually

applied to verbal and nonverbal interactions in one-

on-one or small-group settings.

People skills and soft skills are terms often used

to describe someones interpersonal competence.

AJAI KRISHNAN G

Interpersonal Communication

In the workplace, one who is good in interpersonal

communication can relate to and work with a wide

variety of people, negotiate differences, handle conflicts,

make requests effectively and receive information

objectively.

Other Types of Communication

Group Communication:

It is an extension of interpersonal communication. It

is an association of two or more persons who

interact with each other in such a way that each

influences the other.

Group may be formal such as committees, board of

directors, quality circles, teams etc.

Informal groups are groups which emerge

spontaneously without deliberate design to meet

social needs.

Public Communication

It involves speech by one person to a large group at

time. This is one way communication as the speaker

gives speech and the audience listens only.

Medias of Communication

Medias of communication refer to the vehicles or

instruments or channels through which communication

is delivered or channelized.

Numerous communication channels are used like face

to face conversation, telephones, teleconferencing, E-

Mail, fax, etc.

The formal medias of communication are divided and

discussed into two broad categories:

1. Oral Communication

2. Written Communication

Oral Communication

Oral communication is vital for any business, social

or political organization.

It occurs through spoken words, through speech

either face to face or through any electrical device

such as phone, teleconferencing, public address

system etc.

Effective Oral Communication

Pronunciation: All the words should be

pronounced correctly and clearly. Bad

pronunciation creates adverse image in the mind

of the listener.

Self Confidence: The person speaking must have

self confidence which comes with sufficient

knowledge of the subject and overcoming inner

inhibitions.


Concise and Complete Message: The message to

be presented must be concise and complete. Over-

loaded message diverts the readers attention

whereas under loaded message misleads them.

Logical Sequence: The speaker should present the

message in logical sequence with organized

arguments. Only then his/her message will be more

vibrant and forceful.


Natural Voice: The message should be presented

in the natural voice. This voice should be made

pleasing and clear with practice, confidence,

emotional content etc.

Tone: The tone of the message should be according

to the situation otherwise the message will not be

appealing.


Variations in the intonation pattern:

The sound of the voice should not be steady and

flat.

There should be variations in the intonation

pattern, ie both rising as well falling pitch,

according to the occasion.

AJAI KRISHNAN G

Advantages of Oral Communication

Immediate Clarification: In oral communication,

the communicator can immediately clarify the

message if the receiver has any doubt about the

message.

Speedy: Oral communication, whether face to face

or through electrical or electronic devices, is

speedy.


Suitable for Emergency: Since oral

communication is the most speedy method of

communication, it is suitable for conveying

emergency message.

Lesser Formal: Oral communication is lesser

formal compared with written communication.


Group Communication:

Through oral communication group communication

is possible.

Therefore this type of communication is most used

in conferences, meetings and seminars where

different persons can interact with each other.


Personal Quality:

Through oral communication, effective impact can

be made on the receiver through personal quality

and influence of the personality.

Such advantage is not possible in case of written

communication.

Disadvantages of Oral Communication

No record: Since there is no documentary

record of the oral communication, it does not

become legal evidence.

Lengthy message: If the message is lengthy the

chances of its misunderstanding, illusion and

forgetting are very high.


Distortions: In oral communication

misunderstanding and misinterpretation of the

message usually occur because of the distorted

meanings by the receiver. The main theme of the

message is lost as a result of these distortions.

Speakers ineffectiveness: Speakers inability and

ineffectiveness adversely affect the creation and

retention of the listener's interest.


Limitations of human memory: Human memory

cannot retain all the spoken words even if they have

been clearly heard and understood.

Oral communication takes place through any of the

following medias:

(i) Face to Face (ii) Teleconferencing

(iii) Telephone (iv)Voice Mail

Face to Face Communication

Face to face communication

may be between two

persons or among small

group or gathering of

persons.

It may also assume the form

of speech or address by one

person to an audience.

Teleconferencing The holding of a conference among people remote

from one another by means

of telecommunication devices (as telephones or

computer terminals)

Through teleconferencing they can hear and see each

other and talk with one another as if they were sitting

together in one room.

In the present era of globalization people operating in

different countries, can be linked together in global

office through teleconferencing.

Telephone

Telephone is one of the most frequently used

means of oral communication in the present

business world.

Most of the urgent matters, are dealt with on

phone.

Not only one-to-one contact but group

communication is also possible through audio

conferencing, when more than two persons sitting

far away and speaks on telephone.

Voice Mail

Voicemail (also known as voice message or voice bank)

is a computer based system that allows users and

subscribers to exchange personal voice messages;

to select and deliver voice information; and

to process transactions relating to individuals,

organizations, products and services, using an

ordinary telephone.

Written Communication

It includes written words, graphs, charts, reports,

diagrams, pictures etc.

It comes in variety of forms like, letters, memos,

bulletins, reports etc.

Whatsoever the form or channel it may assume,

every piece of written communication requires use of

human memory, imaginative power, ability to observe

and think, mastery over language and ability to write.

Advantages of Written Communication

Permanent Records: It has the advantage of being

stored for future reference or legal document.

Therefore policy matters, procedural instructions and

confidential orders are communicated through

written communication.

Easier to Understand: It is easier to understand

than speech as it allows ample time to the reader to

read at his leisure, analyze and think about the

message.

Advantages of Written Communication

Composing in advance: It can be composed in

advance before it is delivered.

Accuracy: Written communications are less prone to

errors, as they are organized more carefully than the

spoken message. While writing a message, needless

words and all possible errors should be avoided to

make it concise, clear and complete.

Wider access: Written messages, frequently circulated

have wider access to the employees. This is not possible

in case of oral message.

Disadvantages of Written

Communication

Time consuming process: It involves time in writing,

rewriting, proof reading, printing etc. Not only does it

take time in drafting and producing the matter, but also

takes time to reach the receiver.

Not suitable for illiterate: It is not suitable for

illiterate people as they cannot read or write.

Formalism: It is more formal and rigid than oral

communication.

Immediate feedback not possible: Unlike oral

communication, in written communication immediate

feedback is impossible.

Barriers of Communication

Communication is complete and perfect when the

receiver understands the message in the same sense

and spirit as the communicator intends to convey.

But practically it has been noticed that such perfect

and complete communication does not take place

because of certain obstacles or other factors known

as communication barriers.

These barriers make the communication incomplete,

un forceful and ineffective.

AJAI KRISHNAN G

Semantic Barriers

Semantic barriers are concerned with problems and

obstructions in the process of encoding and decoding

the message into words or other impressions.

Different Languages: Employees at organization

have no common language. This is obvious barrier

when there is no common vehicle to convey ideas

and feelings. As companys operations expand and

extend to different countries, this language barrier

widens.

Semantic Barriers

Different Context for Words and Symbols:

Words and symbols used have several meanings

depending upon the context in which they are

used.

Unless the context of words and symbols used is

known, the receiver may misinterpret them

because of his preconceived ideas.

Semantic Barriers

Poor Vocabulary:

Poor vocabulary hinders the communicator to

convey written or verbal message in right sense.

If inappropriate and inadequate words are used,

they will fail to clear the idea to be

communicated.

Physical Barriers

Noise:

Any disturbance or interface that reduces the

clarity and effectiveness of communication is

called noise. It may be physical or psychological,

written or visual.

Noise distracts the persons communicating and

acts as barrier to communication.

Physical Barriers

Improper Time:

Improper time communication also hinders the

process of communication.

Eg: A phone call at midnight, interrupting sleep,

further irritates the receiver, if message is not

urgent.

AJAI KRISHNAN G

Physical Barriers

Distance:

The distance between sender and receiver acts as a

barrier in the communication process as the sender

has to speak loudly to convey the message.

Inadequate or overloaded information:

Inadequate information falls short to convey the

message and overloaded information distracts the

readers/receivers attention and dilutes the theme

of message.

Organizational Barriers

Organizational Rules and Regulations:

Observance of rigid rules and regulations relating to

communication, causes delay of message and

discouragement to employees in conveying their

creative and innovative ideas.

Otherwise employees feel encouraged and

motivated to come up with new ideas and opinions.

AJAI KRISHNAN G


Non conducting of Staff Meetings:

To overcome the above barrier, certain organizations

conduct staff meetings to know the grievances and

suggestions of employees.

The organizations were such meetings and

conferences are missing, free flow of communication

is interrupted and the communication gap between

persons being ruled and the ruling, widens.

AJAI KRISHNAN G


Wrong choice of channel:

There are many mediums and channels of

communication available, like face to face, oral

communication, written communication, telephonic,

Email, audio visual etc.

Each channel is not ideal and perfect in every

situation.


Hierarchical Relationship:

The greater the difference in hierarchical position,

the greater is the communication gap between

employees and executives.

AJAI KRISHNAN G

Psychological Barriers

Psychological barriers arise from motives,

emotions, social values, different perceptions etc.

These create a psychological distance, cause

misunderstanding among people at work and

hinder the communication process.


Selective Perceptions:

Our sensory receptors have their own limitations.

As a result we perceive not the whole spectrum,

but a few selective symbols based upon our needs,

motives, experience, background, etc.


Premature Evaluation:

It is a human tendency that we do not listen or

read the whole, but try to infer from certain part of

the message.

The moment we try to evaluate, we stop further

message visible to our sensory receptors.

As a result effective communication does not takes

place because of premature evaluation.

AJAI KRISHNAN G


Different comprehension of reality:

Reality is not absolute concept, it is relative to

different persons.

Each person has unique sensory receptors and

mental filters.

As a result our inferences and evaluation are

different.


Attitude of Supervisors:

If the supervisors are afraid of delegating

authority and lack confidence in themselves as

well as in their subordinates, they will obviously

try to conceal, colour or filter the information.


Attitude of Subordinates:

The negative attitude of subordinates also affect

the communication flow.

Their inferiority complexes, unwillingness to share

information and fear of action are the obvious

barrier to communication.


Poor Listening:

Most of the people just hear, do not listen

attentively.

If they listen, they listen selectively: taking the

desired part and ignoring the undesired part of

the message.


Egocentric Behaviour:

The self-centered persons think that their own

ideas are more important and others are wrong.

They keep their minds closed and alienate from

the people with whom they work.


Emotions:

Positive emotions such as love, affection and

compassion smoothen the flow of communication

whereas negative emotions such as hatred, anger,

anxiety obstruct the communication process.

Essentials of Effective Communication

Principles of Effective Communication

An effective communication is most essential for the

organization.

7Cs of Communication

Candid

Clear

Complete

Concise

Concrete

Correct

Courteous

Seven Cs of Communication

Candid:

To make communication effective, it is most

imperative that the message should be frank, truthful

and straight forward and should not be indirect or

untrue.

There should not be any beating around the bush or

conveying something that hinders the truth.

It will lead to prejudices and doubts about the

sincerity of the communicator.


Clear:

The message to be communicated, whether oral or

written, should be crystal clear.

For this not only clarity of expression is must, but

also clarity of thought is also important.

Clear message always stems from clear minds and

clear hearts.

The transmitter should be very careful about the

meanings and organization of words and symbols

used in communication.

Seven Cs of CommunicationComplete:

The communication must be complete. It shouldconvey all facts required by the audience.

A complete communication always gives additionalinformation wherever required. It leaves no questionsin the mind of receiver.

Complete communication helps in better decision-making by the audience/ readers/ receivers ofmessage as they get all desired and crucialinformation.

It persuades the audience.


Concise:

Conciseness means wordiness, i.e, communicating what

you want to convey in least possible words.

It is both time-saving as well as cost-saving.

It underlines and highlights the main message as it

avoids using excessive and needless words.

Concise communication provides short and essential

message in limited words to the audience.

Concise message is more appealing and comprehensible

to the audience.


Concrete:

Concrete communication implies being particular and

clear rather than unclear and general.

It is supported with specific facts and figures.

It makes use of words that are clear and that build

the reputation.

Business professionals who is making use of concrete

facts and figures, are obvious: the receivers know

exactly what is required or desired.


Correct:

The message to be communicated should be correct in

spelling, grammar, format, contents etc.

If the communication is correct, it boosts up the

confidence level.

It checks for the precision and accurateness of facts and

figures used in the message.

It makes use of appropriate and correct language in the

message.

Therefore it is essential that the sender should verify the

correctness of the information before presenting it to the

receiver.


Courteous:

Implies stepping into the shoes of others.

Effective communication must take the audience into

consideration, i.e, the audiences view points,

background, mind-set, education level, etc.

Emphasize on You attitude, instead of I attitude.

Show optimism towards your audience. Emphasize on

what is possible rather than what is impossible.

Lay stress on positive words such as cheerful,

committed, thanks, warm, healthy, help, etc.

Thank You

Ajai Krishnan G

MACFAST

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managerial communication