Module 1- Introduction to
communication
Purpose, Process, Importance and
Measures to Overcome Barriers
• What is management?
• What is communication?
• What is the correlation or
functional relationship
between the two?
Presentation Title 2
• Organising ideas and information logically and completely
• Expressing ideas and information coherently and
persuasively – in oral, written, visual and electronic media
• Actively listen others
• Communicating effectively with people from diverse
backgrounds and experiences
• Using communication technologies effectively and
efficiently
• Following accepted standards of grammar, spelling and
other aspects of high quality writing and speaking
effective communication
• Adapting your communication styles to specific audiences
and situations
• Communicate with business etiquette even when dealing
with indifferent or hostile audiences
• Communicating ethically even when choices are unclear
• Managing time wisely and using resources efficiently
Presentation Title 6
Some important functions:
7
20XX
Management is a complex
process through which
capital, labour and material
is organized to achieve
production and distribution
of goods and services.
8
Some important functions of
management : 20XX
organising
forecasting planning
Determine organizational Prepare programmes, set the organizational
objectives and policies procedures and budgets structure
Instructing coordinating controlling
Ensure all efforts are directed Check result and receive
Provide the bedrock of towards the organization’s feedback
organizational performance goals
Module 1: Introduction to communication 9
• Bigger organizations
• Developments in
informational technology
• Concept of human capital
• Corporate etiquette
10
Motivation and Personality
11
Theory X and Theory Y - styles of management
Douglas McGregor The Human Side of Enterprise
Theory X (conventional/ traditional) Theory Y (modern)
• Assumption- Employees work to collect pay • Assumption- Productivity increases when
to fulfil their primary needs of food, shelter people are able to satisfy their higher-level
and security. – worker’s motivation to be needs.
imposed from outside through supervision, • A balance between control and individual
promise of reward or fear of punishment. freedom to enable actualisation of individual’s
• Workers viewed as a source of labour that potential and help him/her evolve as a
was not interested in organisation’s general mature and responsible being.
welfare. • Hence, communication focus in this context
• Hence, management simply focused on telling shifts from the language of control and
people what to do, how to do it and by when information to that of motivation and
to do it.- Concern primarily for the job and persuasion.
not the doer.
12
Three interrelated situations where managers need
effective communication skills.
Henry Mintzberg’s book The Nature of Managerial Work
Interpersonal
role-figurehead,
leader, liaison officer
Decisional role
Informational –entrepreneur,
trouble-shooter,
role – monitor, resource
disseminator, allocator and
spokesperson negotiator
Module 1: Introduction to Communication
13
• downward (from executives to employees
about decisions- from higher level
employee to lower level employee) -
vertical
• upward (from employees to executives
about problems, trends, opportunities,
grievances, performances- from lower level
employee to higher level employee )
• horizontal (between departments to
flow of messages in internal share information, coordinate tasks and
communication solve complex problems –between
departments, employees at the same level)
• diagonal (across departments- upward or
downwards)
Presentation Title 15
The grapevine or the
rumour mill is the
communication that
takes place outside the
flow of messages formal network.
16
external communication
Presentation Title 17
Listening Activity-
Communication Breakdown at City Hospital
- Based on Andrew and Hesrchel, Organisational Communication, case 2 :
‘Employee Layoffs,’ pp. 125-127
1. Analyse the reasons for the spreading of rumours regarding the layoffs of
the observation ward?
2. Was it correct to include Lily Joe in the initial discussion meeting?
3. Ideally, how should this situation have been handled?
18
Analyse the following blog post. Revise it to
make it more effective.
19
20XX
: Definition, Types & Process
Module 1: Introduction to Communication 20
It refers to a natural activity of all humans through which
they convey opinions, feelings, information and ideas to
others through words (written or spoken), gestures, body
language, or signs.
21
1. The Linear Concept of
communication – Harold
Lasswell
2. The Shannon-Weaver Model -
introduced the concept of
noise and feedback
3 types
3. The two way communication
process- Transactional
Communication-(sender and
receiver play reciprocal and
reversible roles)
22
The process of transferring information and meaning
between senders and receivers, using one or more written,
oral, visual, or electronic channels.
The elements of communication:
1. message
2. sender
3. encoding
4. channel
5. receiver
6. decoding
7. response
8. feedback
23
• Pictures, signs, gestures and
facial expressions
• Personal space (proxemics)
• Body language (kinesics)
• Touch (haptics)
• Eyes (oculesics)
• Sense of smell (olfactics)
• Time (chronemics)
24
25
In communication, a psycho-semantic
process, the word barrier implies,
something non-physical that keeps
people apart or prevents activity,
movement, and so on.
26
• noise and distractions – (external
distractions)- uncomfortable
meeting rooms, reminders popping
up on your screen, multitasking
• competing messages
• filters – subjective factors-
mindset, attitudes, beliefs,
experiences, consciousness of
personal status
• channel breakdown
27
Activity 1:
Presentation Title 28
Activity 2:
Presentation Title 29
Activity 3
Recall and analyse a miscommunication you’ve
recently had with a co-worker, supervisor,
classmate, teacher, friend or a family member. What
idea were you trying to share? How did you encode
and transmit it? Did the receiver get the message?
Did the receiver correctly decode the message?
Could you identify any barriers?
30
Intrapersonal
Interpersonal
according to the
process of message
formation and delivery
Organisational
31
They stem from individual’s attitude, habits and beliefs.
32
wrong assumptions
Presentation Title 33
varied perception
Presentation Title 34
differing backgrounds
35
inability to accept divergent point of
view or unfavourable information
rejection, distortion and avoidance –
people who have a closed mind are
called misoneists
Presentation Title 36
refusal to accept any further
information on a topic
People with a know-it-all
attitude are called
pansophists
Presentation Title 37
They stem from inappropriate transaction of words between two or
more people.
38
Ineffective communication
due to loss of words A varied and substantial vocabulary
helps in effective. Communication.
The denotative (literal or primary)
and connotative (implied or
suggested) meanings should be
clear to the receiver.
39
ignoring non-verbal cues can
result in the message being
misunderstood
40
excessive emotional involvement
to overcome hostility, defensiveness
or overreaction maintain composure
and try to act objectively
41
paying attention to only a part
of the message
42
Hearing is passive while listening
requires careful attention and decoding
43
technical or physical noise like
the din of machines, blare of
music, illegible handwriting , dim
typescripts, disturbance in the
telephone line
44
cross-cultural communication,
multinational task force
45
Shared Experience Affects Understanding
Presentation Title 46
47
48
• too many transfer
stations
• fear of superiors
• negative tendencies
• use of inappropriate
media
• information overload
49
1. lack of planning 2. vague purpose or 3. poor choice of
objective of words
communication
4. unshared or 5. different perceptions 6. wrong choice of
incorrect assumptions of reality channel
Presentation Title 50
1. poor listening skills 2. inattention 3. mistrust or lack
of trust
4. lack of interest 5. premature evaluation 6. bias or attitudinal
clash
Presentation Title 51
52
•1. candidness
•2. clarity
•3. completeness
Francis J. Bergin •4. conciseness
Practical Communication
•5. concreteness
•6. correctness
•7. courtesy
53
Steps to craft effective
business messages
55
56
57
58
Social media use varies widely from company to company. Some firms enthusiastically embrace
these tools and approaches. Others have taken a more cautious approach, either delayed the
adoption of social media or restricted their use. You work for an “old school” manufacturing firm
that prohibits employees from using social media during work hours. Company management
believes that social media offer little business value and distract employees from their duties. In a
brief email message to your boss, identify the ways that social media are changing the
communication process and relationships between companies and their employees, customers, and
communities. Provide at least one example
59
THANK YOU!
Dr. Pratibha Biswas