INTRODUCTION

TO
MANAGERIAL
COMMUNICATION
 DEFINITION
• “COMMUNICATION IS INTERCHANGE
OF THOUGHTS, OPINIONS OR
INFORMATION BY SPEECH, WRITING
OR SIGNS”
- ROBERT ANDERSON
• “EFFECTIVE COMMUNICATION IS
PURPOSIVE INTERCHANGE
RESULTING IN WORKABLE
UNDERSTANDING AND AGREEMENT
BETWEEN THE SENDER AND
RECEIVER OF A MESSAGE”

- GEORGE VANDAMAN
 NEED OF COMMUNICATION
• TO ESTABLISH AND DISSEMINATE
GOALS OF AN ORGANISATION
• TO DEVELOP PLANS FOR THEIR
ACHIEVEMENT
• TO ORGANIZE HUMAN AND OTHER
RESOURCES IN THE MOST EFFECTIVE
WAY
• TO SELECT, DEVELOP AND APPRAISE
MEMBERS OF THE ORGANISATION .

• TO LEAD, DIRECT, MOTIVATE AND

CREATE A CLIMATE IN WHICH PEOPLE
WANT TO CONTRIBUTE

• TO CONTROL PERFORMANCE
PROCESS OF COMMUNICATION
FOUR ELEMENTS OF COMMUNICATION
 SOURCE
 MESSAGE
 CHANNEL
 RECEIVER
SOURCE MESSAGE CHANNEL RECEIVER

FEEDBACK
• SOURCE – THE ORIGINATOR OF THE
MESSAGE

• MESSAGE – THE STIMULUS THAT THE

SOURCE TRANSMITS TO THE
RECEIVER

• CHANNEL – IT IS THE MEANS BY

WHICH A MESSAGE TRAVELS FROM
SOURCE TO RECEIVER
• RECEIVER – THE MOST IMPORTANT
ELEMENT IN THE COMMUNICATION
PROCESS
• EFFECTS – COMMUNICATION
AFFECTS THE BEHAVIOUR OF THE
RECEIVER IN
- CHANGE IN KNOWLEDGE
- CHANGE IN ATTITUDE
- CHANGE IN OVERT BEHAVIOUR
CHANNEL OF COMMUNICATION

• UPWARD
• DOWNWARD
• HORIZONTAL
• DIAGONAL
• GRAPEWINE
UPWARD

DIAGONAL

HORIZONTAL

GRAPEWINE

DOWNWARD
MANAGERIAL COMMUNICATION
• EXTRACT WORK FROM
SUBORDINATES

• CREATE A POSITIVE FEELING

• INTERACT WITH PEOPLE FROM

DIFFERENT POSITIONS
METHODS OF COMMUNICATION

• VERBAL

• WRITTEN

• NON-VERBAL
VERBAL COMMUNICATION
 CHARACTERISTIC OF VERBAL
COMMUNICATION
• IT IS ONE – OFF EXERCISE WITH NO
WRITTEN RECORD
• EVERYDAY CONVERSATION
LANGUAGE IS MOST EFFECTIVE
• IT FORMS A DIRECT LINK
• THE REACTION IS IMMEDIATE
• AN OPPORTUNITY TO EXPLAIN AND
CLARIFY
HOW TO MAKE EFFECTIVE VERBAL
COMMUNICATION
• ORGANISING THE TALK

• PREPARING AND PLANNING THE

CONTENT OF THE TALK

• DELIVERING THE TALK

• THE FINALE
WRITTEN COMMUNICATION
WRITTEN COMMUNICATION
• WHEN IMPERSONALITY IS IN ORDER
• WHEN COMMUNICATOR NEEDS TO
EXTEND HIMSELF
• WHEN IDEAS NEED TO STORE AND
RETRIEVED FOR REFERENCE
• WHEN IDEA RELIABILITY AND
VALIDITY ARE IMPORTANT
• WHEN CRUCIAL DECISION OR
ACTIONS ARE TO BE CONSIDERED
 HOW TO MAKE WRITTEN
COMMUNICATION MORE EFFECTIVE
• KEEP SENTENCES SHORT
• KEEP SENTENCES SIMPLE
• SELECT WORDS THAT ARE FAMILIAR
• AVOID PADDING
• WRITE AS YOU TALK
• WRITE, WHAT YOUR AUDIENCE WANT
TO KNOW
 THREE PRINCIPALS (ABC)

• ACCURACY

• BREVITY

• CLARITY
NON-VERBAL COMMUNICATION
NON-VERBAL COMMUNICATION
• BODY LANGUAGE
• EYE CONTACT
• FACIAL EXPRESSION
• TOUCHING
• OTHER MEANINGFUL MOVEMENTS
• SMILE
ETIQUETTE
 ETIQUETTE
• WHAT TO WEAR
• TABLE MANNERS
• TALKING ON PHONE
• MINDING ON YOUR OWN BUSINESS
• GIVING AND TAKING GRACEFULLY
• REACHING TO SITUATION
• BOSS-SUBORDINATE RELATIONSHIP
• VALUE TIME
BARRIERS IN COMMUNICATION

SOURCE
• LACK OF CREDIBILITY
• CONFLICTING OR INCONSISTENT
SIGNALS WITH TIME
• INCONSISTENCY BETWEEN THE BODY
LANGUAGE AND VERBAL
COMMUNICATION
• DEPENDENCY SYNDROME

• DISTRUST

• STATUS AND POWER DIFFERENCE

• SUPERIORS DELIBERATE DESIRE NOT

TO BE INFORMED
• NON-REALISATION OF NEED
• DELIBERATE DENIAL BY SUPERIORS
• SCREENING OF INFORMATION BY
SUPERIORS SENDERS
COMMUNICATION STYLES
 CHANNEL

• THE ORGANISATIONAL STRUCTURE

• SEMANTIC BARRIERS

• CHANNEL OVERLOAD

• NOISE
 RECEIVER

• PSYCHOLOGICAL BARRIERS
• PAST EXPERIENCE AND MIND SET
• MESSAGE SELECTIVITY
• LACK OF EMPATHETIC LISTENING
• RECEIVERS PREDISPOSITION ABOUT
THE SPEAKER OR THE SUBJECT
 SOME NON-VERBAL ACTIONS
THAT ASSIST COMMUNICATION
• MAINTAINING EYE CONTACT
• OCCASIONALLY NODDING THE HEAD
IN AGREEMENT
• SMILING AND SHOWING ANIMATION
• LEANING TOWARDS THE SPEAKER
• SPEAKING AT MODERATE RATE IN A
QUITE TONE
 HOW TO MAKE COMMUNICATION
MORE EFFECTIVE
• USE DIRECT AND SIMPLE LANGUAGE

• USE FACE TO FACE COMMUNICATION

AS FOR AS POSSIBLE

• SELECT THE RIGHT MEDIA

• BE POSITIVE IN YOUR APPROACH

• LISTEN WITH UNDERSTANDING

• CREATE CONDUCTIVE ENVIRONMENT

FOR EXPRESSION OF IDEAS

• DEVELOP ORGANISATIONAL
STRUCTURES THAT MINIMISE THE
CHANCE OF FILTERING
COMMUNICATION
• BE POLITE AND COURTEOUS

• BE SURE YOUR ACTIONS SUPPORT

YOUR COMMUNICATION

• COMMUNICATION TO BE EFFECTIVE,
NEEDS FOLLOW-UP