MANAGERIAL

COMMUNICATIONS
(Module-1)
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ROLE OF COMMUNICATIONS
Introduction.
Definition & Classification.
Purpose of Communication.
Process of Communication.
Characteristics of successful
communication.
Communication Structure in Organisation.
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ROLE OF COMMUNICATIONS
Importance of communications in
Management.
Communication in Crisis.
Conclusion.

MEANING AND DEFINITION

OF COMMUNICATION
The word Communication is derived from Latin
word Communis meaning Common. It stands
for a natural activity of all human beings to
convey opinions, feelings, information, and ideas
to others through words (written or spoken),
body language, or signs.
Robert
Anderson,
in
his
concept
of
communication, observes, Communication is
interchange
of
thoughts,
opinions,
or
information, by speech, writing, or signs.
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 According to Louis, Communication is the sum

of all the things one person does when he wants
to create understanding in the mind of another; it
involves a systematic and continuous process of
telling, listening, and understanding.
Definition: Communication is the science of
drawing positive response to a transmission
involving emotions.

 Vehicle of thought & feelings.

Language remains most important means of
communications.
Growth of large scale business undertaking has
extended lines of management & supervision.
Four changes have intensified the need for
effective communication Internet, Culturally
diverse force, Age of Information & Team based
Organisation.
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CLASSIFICATION
Classification.
Formal & Informal.
Oral & Written.
Electronic.

TYPES
CLASSIFICATION
FORMAL & INFORMAL

Formal. Structured flow of information which

adheres to official structure of command.
Informal or Grapevine.
Straight Chain.
Informal Star.

Probability Pattern.

C
R
S

Cluster Pattern.

CLASSIFICATION
TYPES
ORAL & WRITTEN

Oral

Written

Direct.

Ideas can be properly organised.

Saves time & money.

Security can be maintained.

Personal touch.

Increase in office work.

No documentary record.
Misinterpretation.

Electronic Communication
The term electronic communication is
defined as passing of information from one
individual to another using computers, fax
and phones.
A good example of a form of electronic
communication is the use of email.

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CLASSIFICATION

PURPOSE OF
COMMUNICATION
Communications enables
organisations to function.
Building trust & team work.
Optimise Production.
Effective communications
helps individuals and
organisations to succeed.

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PURPOSEFUL &
MEANINGFUL
Organisation

Individual

Proper Structure.

Suitable Language.

Reduce Distance.

Positive Gestures.

Status & Relation.

Listeners Attitude.

Remove Mechanical
Barriers.

Perception.

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PROCESS OF
COMMUNICATION

STIMULUS
SENDER

ENCODE

DECODE
CHANNEL

RESPONSE
RECEIVER

MEANING

ENCRIPTION
FILTER
NOISE
FEEDBACK

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Elements of Communication:
(components)

1) Message: It is information, writing or spoken, which is to send

form one person to another. Here, the word Person stands for the
two ends of a system, and may represent an individual, or a group
of individual, or even electronic machines.
2) Sender: The person who transmits, spreads, or communication
a message or operates an electronic device is the one who
conceives and initiates the message with the purpose of
informing /persuading/influencing/changing the attitude, opinion, or
behaviour of the receiver (audience/listener).

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3) Encoding: Encoding is changing the message (from its mental form) into
symbols, that is ,patterns of words/gestures/pictorial forms or signs
(physical or of sounds) of a specific visual/aural(ear) language. In short, it
means putting ideas, facts, feelings, and opinions into symbols, which can be
words, action signs, pictures and audio-visuals. The communication symbols
are used/selected by the sender, keeping in mind the receivers ability to
understand and interpret them correctly.
4) Channel: This is the vehicle or medium which facilitates the sender to
convey the message to the receiver . The medium of communication can be
written ,oral ,audio-visual ,or live projections .Again , the written medium
can be in the form of letters, memos, reports, manuals, notices ,circulars
,questionnaires , minutes ,and so on. Similarly, the oral medium can be in the
form of a dialogue a face-to-face interview, a telephone conversation, a
conference recording ,visuals, such as hoardings ,posters ,slides ,documentary
films ,television programmes and advertisement and so on.

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5) Receive: A receiver is the targeted audience of the

message. The receiver gets the message, understands ,
interprets and tries to perceive the total meaning of the
message as transmitted by the sender.

6) Decoding: This is the act of translating symbols of

communication into their ordinary meanings. However, the
total meaning would consist of meanings of the
words(symbols) together with the tone and the attitude of
the sender as reflected by the structure of the message
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and the choice of words used by his(the sender).

7) Acting: Communication manipulates the receiver to act

in a desired manner. A receivers response action shows
that he has understood the message. Finally, the receiver
completes the chain of communication by responding to the
message.

8) Feedback: This is the loop that connects the receiver in

the communication process with the sender, who, in turn,
acts as a feedback receiver and, thus, gets to know that
communication has been accomplished. In communication,
feedback plays an important role. It helps the
communicator know if there are any corrections or changes
to be made in the proposed action. It also ensures that the
receiver has received the message and understood it as
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intended by the sender.

BARRIERS TO
COMMUNICATION

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BARRIERS TO
COMMUNICATION

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OVERCOMING BARRIERS
Perception. Anticipate reaction & shape message
accordingly.
Precision. Create meeting of minds.
Credibility. Faith in the substance of the message.
Control. Shape the emotional response.
Congeniality. Maintain friendly / pleasant
relations.

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CHARACTERISTICS OF
SUCCESSFUL COMMUNICATION
Seven Cs of Communication
Francis J Bergin advocates that there are seven Cs to
remember in communication spoken. These are equally
applicable to written communication. They are 1) Candidness
2) Clarity
3) Completeness
4) Conciseness
5) Concreteness
6) Correctness
7) Courtesy
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1) Candidness:- In all business transactions, our view of matter

should be honest, sincere, and guileless. We should speak and
listen without prejudice or bias. Our guiding principle should be
fairness to self and to others involved in the situation.
For example, when we qualify our observation with the words "My
honest opinion" or "Frankly speaking", we are trying to be candid,
open hearted, and sincere.
Candidness, in way, implies consideration of the other person's
(listener's) interest and his/her (the listener's) need to know things
objectively and fairly. We should share our thoughts without
reservation in an unbiased manner, if we want to help the receiver
to understand what is communicated. It should be characterized by
the "you" attitude.
2)
Clarity: The principle of clarity is most important in all
communications, especially when you are involved in face-to face
interaction. It is not always easy to verbalize ideas accurately on
the spot during conversation, presentation, or any other form of
interaction.

3) Completeness: - Clarity is ensured also by completeness of

message. In conversation or oral presentations one can miss some
parts of the communication. It is, therefore, essential that oral
presentations, discussion, or dialogues should be as far as possible
planned, and structure.
4) Conciseness: - In business and professional communications, we
should be brief and be able to say whatever we have whatever we
have to say in minimum words. We should avoid being repetitive. We
sometimes believe erroneously that be repeating whatever has been
said, we add emphasis to our message.
5) Concreteness:- Concreteness means being specific, definite in
describing events and things. It also means the vivid description of an
event or state. Avoid using vague words. In oral communication we
cannot draw figures, table diagrams or illustration to make our
statements vivid and concrete. But we can choose precise words and
speak with proper modulation and force to make their sound reflect the
sense.

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6) Correctness - Correctness in communication implies that there

are no grammatical errors in communication. Correct
communication has following features:
The message is exact, correct and well-timed.
If the communication is correct, it boosts up the confidence level.
Correct message has greater impact on the audience/ readers.
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.
7) Courtesy: - In conversational situations, meetings and group
discussion, an effective speaker maintains the proper decorum of
speaking. One should say things with force and assertiveness
without being rude. Courtesy demands that we do not use words
that are insulting or hurtful to the listener.
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Important of Communication
in Management

Forecasting and Planning

Organizing:
Instructing
Coordinating
Controlling: -

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1) Forecasting and Planning : Each function depends on effective communication for its
success. For example, if the management fails to communicate
its objectives, policies, programmes, procedures, and budgetary
provisions to the concerned people at the proper time, a
organization would fail to run in an organized and targeted
manner.

2) Organizing: Organising, as a management function, determines

the formal and informal relationships within the oragnisation
and outside it. Their relationships are developed and
maintained through interpersonal communication.
3) Instructing: The function of instructing wholly depends, upon
interpersonal exchange of information regarding products,
processes, and targets for its success.
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4) Coordinating: Coordinating as a manager's function is, perhaps, the

most demanding of all functions. It requires excellent
communication skills to ensure that all efforts are directed
toward the achievement of single organizational goal. To se
that diverse activities are unified into a single whole, the
manager should be able to relate with all people formally
and socially.
5) Controlling: Finally for controlling, the manager should have
competence to receive information and to respond quickly.

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Need for Communication in Management:

Today, form the small to the multinational enterprise, every
organization needs an effective communication system to
enable it to function and flourish. In an organization,
communication is a means To increase employees, job performance and effectiveness by updating
their knowledge.
* To promote employees sense of belonging and commitment.
* To effect changes smoothly.
* To motive and create a sense of identification with the organization's
goals.
* To inform and convince employees about decisions and the reasons
behind those decisions.
* To develop employees clear understanding or their roles and future
growth chance in the organization
* To empower employees with information on development and activities.
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Communication concerns of
the Manager
The manager has to devote his time to Receive and interpret information form other managers
and departments.
* Send information to other department managers.
* Pass information and suggestions on new plans or
projects upwards to senior/ top management.
* Send information downwards.
* Develop a positive attitude.

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COMMUNICATION STRUCTURE

IN AN ORGANISATION

Internal & External Communications.

Internal Communications.
Downward Flow. Flow of decisions.
Upward Flow.
Problem solving &
Feedback-Decision Making.
Horizontal Flow. Depts sharing of information.
External Communication.
Business transaction.
To create favourable impression.

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IMPORTANCE OF EFFECTIVE
COMMUNICATION
Improved
Stakeholder
response

Enhanced
Professional
image

Clearer
Promotional
material

Quicker
Problem
solving

EFFECTIVE
COMMUNICATION

Stronger
Business
relationship

Stronger
Decision
making

Increased
Productivity

Steadier
Work
flow
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COMMUNICATIONS
IN CRISIS
DOs
oAnticipate & prepare.
oGet top management involved.
oSetup News Centre & issue regular bulletins.
oMaintain transparency.
oDemonstrate concern through statements &
actions.
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COMMUNICATIONS
IN CRISIS
DONTs
oPass on the blame.
oSpeculate in public.
oRefuse to answer questions.
oRelease information that will violate anyones right
to privacy.
oUse crisis to pitch products or services.
oPlay favourites with media reps.

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Communication in conflict
resolution
Definition of Conflict
Social interaction of two or more
interdependent parties who perceive
incompatible goals.

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Role of Communication in
Conflict Management
Conflict interaction
Evolves in stages
Acquires a momentum of its own
Becomes cyclical or patterned
Can escalate or de-escalate
Is linked to relationships and past
communication patterns
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Effective Conflict Management

Approaches
Develop a repertoire of interpersonal
strategies and styles
Avoidance
Smoothing
Competing
Compromise
Problem Solving
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Effective Conflict Management

Approaches
Attend to the shadow or background of
conflict
Position self in the conflict
Enlisting alliesseed ideas early
Focus on framing and reframing
Use appreciative movessave the other
partys face
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Framing and Reframing the

Conflict

Namingwhat is this conflict about?

Explaininghow do I explain it?
Blaminghow am I assessing blame?
Claimingwho owns it?

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Overall Guidelines for Conflict

Management
Dialogueseek common ground
Empathycast the conflict in the other
persons terms
Discover underlying interests
Redefinechange focus or definition of
the problem
Avoid escalation
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Communication and
Negotiation
Negotiation is a method by which people
settle differences. It is a process by which
compromise or agreement is reached while
avoiding
argument
and
dispute.

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Communicator as a
Negotiator
Clear Presentation
Presentation according to the listeners
needs
Credibility has to be established
Evidence to support ones argument
Emotions expressed must be genuine

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Contents of the Negotiation

communication
Information / Facts / Figures
Opinions / References
Conclusions

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Keys to Effective Communication

during Negotiations

Give and get definitions.

Dont assume.
Ask Questions.
Speak the same language.
Stay tuned in.
Give feedback on the behavior, not the
person.
Withholding feedback
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COMMUNICATION IN A CROSS-CULTURAL
SETTING

Cross-cultural communication is about dealing

with people from other cultures in a way that
minimises misunderstanding and maximises the
potential for strong relationships.

DEVELOPING CULTURAL
INTELLIGENCE

Theory of Edward T.Hall Antropologist

Social Context : a) High-context cultures; b) Lowcontext cultures
Time as a cultural factor : a) Monochronic time ; b)
Polychronic time
Space as a cultural factors

GUIDELINES FOR INTERCULTURAL

COMMUNICATION

Speak slowly
Ask distinct question (separate questions)
Avoid negative questions
Take turns
Be supportive (to weak English speaking person)
Write it down
Check meanings (summarise)

Avoid slang
Limit the humour
Maintain etiquette and do some research
Be sensitive (religion & dietary restrictions)
Be attentive to cues (signal- dinning & greeting from host)

CONCLUSION

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