communicationcommunication

Module 1Module 1

The word ‘Communication’ has originated The word ‘Communication’ has originated from the Latin word “communis”...which from the Latin word “communis”...which means ‘common’.means ‘common’.

CommunicationCommunication is a process of transferring is a process of transferring information from one entity to another information from one entity to another

Communication is commonly defined as "the Communication is commonly defined as "the impartingimparting or interchange of thoughts, opinions, or interchange of thoughts, opinions, or information by speech, writing, or signs" or information by speech, writing, or signs"

There are auditory means, such as There are auditory means, such as speech, song, and tone of voice, and speech, song, and tone of voice, and there are nonverbal means, such as body there are nonverbal means, such as body language, sign language, paralanguage, language, sign language, paralanguage, touch, eye contact, through media, i.e., touch, eye contact, through media, i.e., pictures, graphics and sound, and pictures, graphics and sound, and writing. writing.

WHY MANAGERS NEED WHY MANAGERS NEED COMMUNICATION COMMUNICATION SKILLS????SKILLS????

SUCCESS OF AN ORGANIZATIONSUCCESS OF AN ORGANIZATIONDEPENDS ON……….DEPENDS ON………. THE ABILITY OF A MANAGER TO GET THE ABILITY OF A MANAGER TO GET

THINGS DONE THROUGH PEOPLE…THINGS DONE THROUGH PEOPLE…WHICH DEFINITELY DEPENDS ONWHICH DEFINITELY DEPENDS ON Free Flow of InformationFree Flow of Information Getting the real involvement of the Getting the real involvement of the

employeesemployees

Roles of ManagersRoles of Managers

As analyzed by Henry Mintzberg of MIT As analyzed by Henry Mintzberg of MIT managers need effective managers need effective communication skills to perform the communication skills to perform the following inter-related roles viz:-following inter-related roles viz:-

1.1. InterpersonalInterpersonal2.2. InformationalInformational3.3. DecisionalDecisional

Seven C’s of Seven C’s of communicationcommunication

Credibility – of the senderCredibility – of the sender Context – should not contradictContext – should not contradict Content – meaning and relevanceContent – meaning and relevance Clarity – simple termsClarity – simple terms Continuity and consistency – unending Continuity and consistency – unending

processprocess Channels Channels Capability Capability

Feedback

Trans. 15-4

Sender Encoding themessage

Message Decoding themessage

Noise

Receiver

Business Communication Process

Business Communication Business Communication GoalsGoals

Receiver UnderstandingReceiver Understanding Receiver ResponseReceiver Response Favorable RelationshipFavorable Relationship Organizational GoodwillOrganizational Goodwill

Sender is responsible for these goals.

Functions of Functions of communicationcommunication

Information sharingInformation sharing FeedbackFeedback InfluenceInfluence Problem solvingProblem solving Decision makingDecision making Facilitating changeFacilitating change Group buildingGroup building Gate keepingGate keeping Right messageRight message

Coordination of effortsCoordination of efforts Good industrial Good industrial

relationsrelations Development of Development of

managerial skillsmanagerial skills Ensuring effectiveness Ensuring effectiveness

of policiesof policies Motivating peopleMotivating people ControllingControlling Spreading rumorsSpreading rumors

Medium/Channels of Medium/Channels of communicationcommunication

The vehicle which facilitates the sender The vehicle which facilitates the sender to convey the message to the receiver.to convey the message to the receiver.

IT could be oral, written, or non-verbal.IT could be oral, written, or non-verbal. The medium should be preplannedThe medium should be preplanned Each medium has its own rules and Each medium has its own rules and

regulationsregulations

Working of the process Of Working of the process Of CommunicationCommunication

ONE- WAY PROCESSONE- WAY PROCESS Sender according to his ideas perceptions, Sender according to his ideas perceptions,

behavior patterns selects the messagebehavior patterns selects the message He the encodes the messageHe the encodes the message Transmits the message to the receiver Transmits the message to the receiver

through a medium either verbal or nonverbalthrough a medium either verbal or nonverbal As the message reaches the receiver he As the message reaches the receiver he

decodes it and gives an internal responsedecodes it and gives an internal response

ONE- WAY COMMUNICATION ONE- WAY COMMUNICATION PROCESSPROCESS

SENDER ENCODING MESSAGE SENDER ENCODING MESSAGE

RECEIVER DECODES CHANNELRECEIVER DECODES CHANNEL

TWO WAY PROCESSTWO WAY PROCESS

Adapted From Exhibit 15.3

EncodeMessage

DecodeMessage

Noise

Noise

Noise

Noise

TransmitMessage

ReceiveMessage

Message to be

Conveyed

Messagethat was

Understood

Sender Receiver

Communication Channel

Feedback to Sender

Types of communicationTypes of communication Formal communicationFormal communication Informal communicationInformal communication

Formal Communication Formal Communication ChannelsChannels

The system of official channelsThe system of official channels

Downward communicationDownward communication top downtop down

Upward communicationUpward communication bottom upbottom up

HorizontalHorizontal within a levelwithin a level

board of directorsboard of directors

Managing directorManaging director

Top level managemntTop level managemnt

Middle levelMiddle level

Senior supervisorsSenior supervisors

First line supervisorsFirst line supervisors

Employees/ shop floor employeesEmployees/ shop floor employees

Upward CommunicationUpward CommunicationCommunication that flows from bottom to Communication that flows from bottom to

top or which is form lower hierarchical top or which is form lower hierarchical level to higher level is called upward level to higher level is called upward communicationcommunication

E.g.: suggestions, appeals, complaints, E.g.: suggestions, appeals, complaints, grievances, etcgrievances, etcManaging DirectorManaging DirectorGeneral MangerGeneral MangerMarketing ManagerMarketing Manager

Downward Downward CommunicationCommunication

The Communication that flows form top to The Communication that flows form top to Bottom is called Downward Bottom is called Downward Communication. Communication. Eg.Instructioons,Memos,Orders etcEg.Instructioons,Memos,Orders etc

E.g. Finance Manager E.g. Finance Manager Accounts OfficerAccounts Officer

Data entry OperatorData entry Operator

Lateral/Horizontal Lateral/Horizontal CommunicationCommunication

The Communication between two or more The Communication between two or more persons in the same level is called persons in the same level is called horizontal Communication.horizontal Communication.

Eg.:- Communication between two functional Eg.:- Communication between two functional managersmanagers

E.g. Marketing Manager Production MgrE.g. Marketing Manager Production Mgr

Diagonal/Crosswise Diagonal/Crosswise CommunicationCommunication

Flow of information among persons at different Flow of information among persons at different levels who have no direct reporting levels who have no direct reporting relationshipsrelationships

E.g. MARKETING MGR TRAINING MGRE.g. MARKETING MGR TRAINING MGR

MARKETING SUPRMARKETING SUPR TRAINING SUPR TRAINING SUPR

Improving Formal Improving Formal CommunicationCommunication1.1. Decrease reliance on downward Decrease reliance on downward

communicationcommunication2.2. Increase chances for upward Increase chances for upward

communicationcommunication3.3. Encourage much greater use of horizontal Encourage much greater use of horizontal

communicationcommunication4.4. Be aware of communication problemsBe aware of communication problems

Common Problems with Common Problems with CommunicationCommunicationDownward

• Sending too many messages• Issuing contradictory messages• Hurriedly communicating vague, unclear messages• Issuing messages indicating management’s low regard

for lower-level workers

Upward• Risk of telling upper management about problems• Managers acting angrily and defensively to problems• Few opportunities for workers to contact upper levels

of management

Horizontal

• Management discouraging or punishing horizontal communication

• Managers and workers not given time or opportunity for horizontal communication

• Not enough opportunities or channels for lower-level workers to engage in horizontal communication

Informal Communication Informal Communication ChannelsChannels Transmitting messages Transmitting messages

outside the formal outside the formal communication channelscommunication channels

The “Grapevine”The “Grapevine”

Highly accurateHighly accurate information is timelyinformation is timely senders seek feedbacksenders seek feedback accuracy can be verifiedaccuracy can be verified

Informal Communication Informal Communication ChannelsChannels

GossipGossipChainChain

ClusterClusterChainChain

Adapted from Exhibit 15.7

Managing Organizational Managing Organizational GrapevinesGrapevines

Don’t withhold information from itDon’t withhold information from it

Don’t punish those who use itDon’t punish those who use it

Embrace the grapevine and keep Embrace the grapevine and keep employees informedemployees informed

Use it as a source of informationUse it as a source of information

Communication BarriersCommunication Barriers Negative forces that affect the communication Negative forces that affect the communication

process and channelsprocess and channels Barriers can be categorized intoBarriers can be categorized into

Semantic barriersSemantic barriers Organizational barriersOrganizational barriers Interpersonal barriersInterpersonal barriers Individual barriersIndividual barriers Cross cultural barriersCross cultural barriers Physical barriersPhysical barriers Technological barriersTechnological barriers

Semantic barriersSemantic barriers Words having similar pronunciation but Words having similar pronunciation but

multiple meaningsmultiple meanings Badly expressed messageBadly expressed message Wrong interpretationWrong interpretation Unqualified assumptionsUnqualified assumptions Technical languageTechnical language

eg:. “Mouse”eg:. “Mouse”

Organizational barriersOrganizational barriers Culture and climateCulture and climate Rules and regulationsRules and regulations Status relationshipStatus relationship Complexity in organizational structureComplexity in organizational structure Inadequate facilities and opportunityInadequate facilities and opportunity Lack of co-operation Lack of co-operation

Interpersonnal barriers Interpersonnal barriers ( superior – subordinate ( superior – subordinate barriers)barriers)

Barriers from superiorsBarriers from superiors Shortage of time for employeesShortage of time for employees Lack of trustLack of trust \lack of consideration for employee’s needs\lack of consideration for employee’s needs Wish to capture authorityWish to capture authority Fear of losing power of controlFear of losing power of control BypassingBypassing Information overloadInformation overload

Barriers from subordinatesBarriers from subordinates Lack of proper channelLack of proper channel No interest to communicateNo interest to communicate Lack of co-operationLack of co-operation Lack of trustLack of trust Poor relationship between superior-Poor relationship between superior-

subordinatesubordinate Fear of penaltyFear of penalty

Individual or psycho-Individual or psycho-sociological barriers sociological barriers

StyleStyle PerceptionPerception Halo effectHalo effect Status relationshipStatus relationship Poor attention and retentionPoor attention and retention InattentionInattention Undue importance of written wordsUndue importance of written words DefensivenessDefensiveness Closed mindClosed mind State of healthState of health filteringfiltering

Cross cultural barriersCross cultural barriers NationsNations LanguagesLanguages Values and behaviorValues and behavior Social relationshipsSocial relationships Non verbal communicationNon verbal communication

Physical barriers/ channel Physical barriers/ channel or media barriersor media barriers

NoiseNoise EnvironmentEnvironment CircumstancesCircumstances Defects in the mediumDefects in the medium