MANAGERIAL COMMUNICATION
MODULE 1: INTRODUCTION
WHAT IS COMMUNICATION?
The word communication is derived from
latin word ‘communis', which means
'common'.
Natural activity which conveys opinions ,
feeling, information and ideas to others
through words , body language or signs.
Different modes like words (oral and written),
signs and gestures.
CLASSIFICATION OF COMMUNICATION
Classification based on the number of persons who receive the message
1. Intrapersonal Communication
Intrapersonal Communication is defined as the communication process
within an individual. It is talking to oneself in one’s own mind.
2. Interpersonal Communication
Exchange of messages between two people like conversations, dialogues
or interview in which 2 persons interact.
3. Group Communication
Can be a small or large group such as an organization, club, or class room in which
all individuals retain their individual identity.
4. Mass Communication
Message is sent to large group of people like through newspaper, radio or television.
Each receiver has no opportunity for response of feedback.
Classification based on the medium employed
1. Verbal Communication
Communicating with words, written or spoken.
Consists of speaking, listening, writing, reading
and thinking.
2. Non Verbal Communication
Includes the use of pictures, signs, gestures and facial
Expressions.
Accompanies the acts of speaking and writing.
THE PURPOSE OF
COMMUNICATION
To inform-
To persuade - influence
ELEMENTS OF COMMUNICATION
message
sender
encoding
channel
receiver
decoding
acting
feedback
THE PROCESS OF COMMUNICATION
a. The linear concept of communication-one way process
• Who ,says what, On which channel, To whom, With what effect
•First
published in bell system
technical journal
b. The shannon -weaver model- message received is not equal
to message sent.
[Link] two-way communication process/ transactional -both
sender & receiver play reciprocal and reversible roles.
NEEDS AND IMPORTANCE OF COMMUNICATION
Helps in achieving co-
ordination
Helps in smooth working
Helps in decision making
Helps in maintaing
industrial peace
Helps in recruitment
process
NEEDS AND IMPORTANCE OF
COMMUNICATION
•Helps in manager
performing his functions
•Increased managerial
efficiency
•Helps employees to perform
effectively
•Helps in teaching employess
about personal safetY
THE MAJOR DIFFICULTIES IN COMMUNICATION
No perceived benefit to the
audience
Noise, outside disturbance
Variations in listening skills
Complexity of subject matter
Time restraints,real or
perceived
Personal, biases or hostility
Difficult questions
Sensitive issues
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
Communication skills constitute an
important aspects of efective management .
Management is a complex process
Some important functions of
management
Forecasting and planning
Organizing
Instructing
Coordinating
Controlling
HOW COMMUNICATION IS USED BY MANAGERS
Creating a sense of belonging
Resolving disputes
Providing holistic view of the situation
Communication ---- Manager
Receiving and interpreting information
Sending information to other department
managers passing information to other
department managers
Transmitting information to subordinates
Developing a positive attitude
COMMUNICATION STRUCTURES IN ORGANIZATION
1. Vertical communication
2. Horizontal communication
Geographic organization
Functional organization
3. Line and staff management
Formal lines of communication
Line relationship
Functional relationship
Staff relationship
Informal relationship
Chat
The grapevine
FORMS OR TYPES OF COMMUNICATION
COMMUNICATION IN CONFLICT
RESOLUTION
Conflicts must be avoided to
prevent stress, anxiety and
tensions
Poor communications arise
conflicts
Communication must be clear and
precise to avoid conflicts and
misunderstandings
COMMUNICATION IN
CRISIS
Crisis Characteristics
Always negative
Can create improper or distorted
perceptions
Stimulate negative impressions
Preparing for Crisis
Organize a "what if" brainstorming session
Gather and classify information into
categories, such as facts and rumors
Select crisis management and crisis
communication teams.
Communicating during crisis
After the crisis
COMMUNICATION AND NEGOTIATION
Negotiation is a discussion among individuals to reach a solution.
Negotiation is a method by which people settle differences.
Process by which compromise or agreement is reached while
avoiding argument and dispute.
Should be mutually beneficial.
WHAT IS CULTURE???
Our attitudes, values, beliefs, social
behavior and language crystallize in the
crucible of culture.
Provides patterns of behavior & beliefs.
May be based on….
Nationality
Race and Religion
Historical Roots
…All of the Above
AND…..
Sensitive to verbal & nonverbal
behavior.
Sensitive to differences within
cultures.
HIGH CONTEXT VS. LOW CONTEXT
CULTURES
HIGH-CONTEXT CULTURES
Infer information from message context, rather than
from content.
Prefer indirectness, politeness & ambiguity. Asian
Convey little information explicitly.
Latin American
Rely heavily on nonverbal signs.
Developing trust is an important first step to any Middle Eastern
business transactions.
Collectivists, prefers group harmony
Gives importance for speaker’s tone of voice, facial
expressions, gestures.
LOW-CONTEXT
CULTURES
Rely more on content rather than on context.
Explicitly spell out information.
Value directness.
European
See indirectness as manipulative. Scandinavian
Value written word more than oral
North American
statements.
Value rationality, logic, action oriented
behavior and individualism.
Expressions are straight forward and concise.