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MODULE-1
MANAGERIALCOMMUNICATION
CONCEPT OF COMMUNICATION
Encoding: The process by which an idea is transformed so that it can be transmitted to, and recognized by, a receiver (e.g., a written or spoken message).
Channels of Communication: The pathways over which messages are transmitted (e.g., telephone lines, mail).
Decoding: The process by which a receiver of messages transforms them back into the sender’s ideas.
Feedback: Knowledge about the impact of messages on receivers. Noise: Factors capable of distorting the clarity of messages at any
point during the communication process.
DEFINITION OF COMMUNICATION
What is communication? the process of sending and receiving
messeges The process by which a person, group, or
organization (the sender) transmits some type of information (the message) to another person, group, or organization (the receiver).
Characteristics of successful communication
Seven Cs– Candidness (frank, open)– Clarity– Completeness– Conciseness– Concreteness– Correctness– Courtesy
OBJECTIVES
To direct action To achieve coordinated action To share information To develop friendships To build trust and acceptance
Communication Process Model
Communication process model breaks down communication into parts
Receiver/ Sender
Sender/ Receiver
Message
Feedback
Encodes Decodes
EncodesDecodes
Communication Process
Sender: originates a communication message
Receiver: destination of the communication
Encoding: sender changes thoughts into symbols
Decoding: receiver assigns meaning to symbols
Communication Process Model
Message: idea, thought, feeling or opinion to be communicated (clear or unclear)
Channel: medium through which the message travels from sender to receiver
Feedback: receiver’s response to the message/indicates the message is seen, heard and understood
Communication Process Model
1. Sender (Encoder) Initiates the communication If both good and bad news will be
given, the good news should be given first
If both a simple and a complex message will be given, the simple one should be given first
Communication Process Model
2. Message Verbal (part of the message that is
heard) and nonverbal (body language and the surrounding environment)
Communication Process Model
3. Channel Means used to convey the message
Communication Process
a. Immediate feedback Oral
communication
b. Other party may not understand verbal channels
c. Other party may be reluctant verbal channels
Communication Process
d. Need to document the communication written channels
e. Message should have detailed accuracy written channels
f. Message must be delivered to many people written channels
Communication Process
Types of channels within an organisation
a. Downward Channels: passing information from superior to subordinate to;
• give job instructions• bring about understanding of the job• provide information about procedures• provide feedback about performances of subordinates
Communication Process
b. Upward Channels: provides subordinates to convey information to their superiors to;
• gain feedback and learn about problems that affect efficiency,
• evaluate employee attitudes and perceptions
Communication Process
c. Lateral Channels: conveying information between individuals and units on the same hierarchical level for;
• the coordination of tasks• sharing of information,• problem solving• conflict resolution
This type of communication is persuasive and suggestive rather than directive or authoritative
Communication Process
d. Informal Channels: grapevine
Single-strand: Each person recieves information from one person and passes it on to one more
Gossip: one individual passesthe news to all others
Communication Process / Channel
d. Informal Channels:
Probability: Information is passed on randomly
Cluster: Channel members selectively choose their informal communication links
Cont…
Not cooperating confidently. Not staying mentally on track. Not listening to what you don’t want to
hear. Not remaining patient and calm while
driving in crowded talk traffic.
Barriers to Communication
Loss by transmission
Poor retention
Poor listening
Goal conflicts
Offensive style
Time and distance
Abstracting
Slanting
inferring
Noise
Lack of planning
Unclarified assumption
Semantic problems
Cultural
Socio-psychologicaL
Filtering
Perception
Information overloaded
COMMUNICATION BARRIERS
Internal Noise– Occurs inside the sender and receiver– Beliefs and values– Faulty assumptions can lead to emotion– Trigger or hot button words can evoke emotion– Defensiveness
COMMUNICATION BARRIERS
External Noise– Occurs outside the sender and receiver– Can be easier to control than internal noise– Includes technology
Semantic Noise– Occurs when the receiver doesn’t understand a
word or gesture– Can happen with different cultures– Technicians using jargon with laypeople
Barriers to Communication / Problems caused by the sender
Not much information Too much knowledge Indecission regarding how to present the
information The order of the presentation Lack of familiarity with the audience Emotional conflict Lack of experience in speaking or writing
Barriers to Communication / Problems in transmission
Illegible material as a result of poor typing, poor photocopying, poor handwriting
Poor acusticsUse of too many transmission linksTransmission of conflicting messages
Barriers to Communication / Problems in reception
The surrounding environmentReceiver’s physical conditionReceiver’s failure to pay attention to the
message– Simultaneous receipt of two or more
messages– Receiver is bored
Barriers to Communication / Problems in receiver comprehension
Receiver may not understand some of the words used
Personal interestsEmotional responses
OVERCOMING COMMUNİCATİON BARRİERS
Maintaining similiarity Emphasize Description Empathy Be patient Establish rules Respects Ask Questios
Cont….
Written word Time Humor Always check Be positive Self respect Working hypothesis
ROLE OF VERBAL SYMBOLS IN COMMUNICATION
Symbols Define Symbols Evaluate Symbols Organise perceptions Symbols allow self-reflection
ROLE OF NON-VERBAL SYMBOLS IN COMMUNICATION
Express Emotions Express interpersonal attitude Accompany Speech Self-presentation of one’s personality Rituals(Greetings)
NON VERBEL COMMUNICATION
NON VERBAL Basically it is sending and receiving
messages in a variety of ways without the use of verbal codes (words). It is both intentional and unintentional.
NON-VERBAL COMMUNICATION
Components ExamplesMeanings Communicated
Image Clothing, hygiene Values, competence Facial Expressions Frown, smile, sneer Unexpressed
feelings Eye Movements Looking away, staring Intentions, state of mind Posture Leaning in, slumped Attitude Gestures Handshake, wave Intentions, feelings
VERBAL COMMUNICATION
It can be devided in to two parts
ORAL COMMUNICATION WRITTEN COMMUNICATION
ORAL COMMUNICATION
Meetings Conference calls Phone calls Presentations Video or audio recordings Other forms of oral communication
WRITTEN COMMUNICATION
Letters Memos Email Reports/White Papers Web sites Promotional Materials Other written documents