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MC Lecrure Handouts
Block1
ThewordCommunicationhasbeenderivedfromthelatinwordcommunis,whichmeans
common,andimpliesthatcommunicationiscommonunderstandingthroughcommunionof
mindsandhearts.Thishappensasaresultoftransferofinformation,facts,ideas,opinionsand
emotionsbytwoormorepersons.Inthepresentworldcommunicationhasbecomeextremely
significantduetoliberalization,industrializationandglobalizationoftheeconomy.Apartfrom
this,thecomplexitiesofBusinessorganization,informationtechnologyrevolution,growing
specializations,competitionandchangemanagementhavealsoresultedinthegrowthof
communicationasasubjectofstudyinBusinessschools.
Communicationisdefineddifferentlybydifferentauthors.
COMMUNICATIONISATRANSFEROFINFORMATIONBETWEENPEOPLERESULTINGINA
COMMONUNDERSTANDINGBETWEENTHEM.
COMMUNICATIONISANEXCHANGEOFFACTS,IDEAS,OPINIONSOREMOTIONSBY
TWOORMOREPERSONS
ALLENLOUISDEFINESCOMMUNICTIONASSUMOFALLTHINGSONEDOESWHENHE
WANTSTOCREATEUNDERSTANDINGINTHEMINDOFANOTHER
COMMUNICATIONINCLUDESORALASWELLASNONVERBALSUCHASFACIAL
EXPRESSIONS,POSTURES,GESTURES,BODYLANGUAGE,andMANNERISMSetc.
Therearenumerouswaysinwhichhumanbeings,birds,animalsandinsectsconveytheir
feelings,emotionsandthoughts.(chirpingofsparrows,crowingofcocks,barkingofdogs,
roaringoflions,mewlingofcats,hummingofbeesetc.)Humanbeingshavebeensharingtheir
informationwithothersthroughsounds,symbolsandgestures.Astimepassedlanguage
becamethemeansofcommunicationduetogrowthofcivilization.
WhyCommunication?
ComplexitiesinBusinessOrganization(scatteredemployeenetwork)
InformationTechnologyRevolution
Growingspecializations(taskshandledbyspecialists)
Liberalizations,Privatization,Globalization,TradeUnions
BenefitsofEffectiveCommunication
Increasedproductivity
Betterdecisionmaking
Quickerproblemsolving
Healthierbusinessrelationships
Improvedcustomerrelationships
Increasedawarenessamongemployees
Lessermisunderstanding
Enhancedprofessionalimage
TheNatureofManagerialWork
Remarkablesimilarityinmanagementjobs
Jobsintheworkplaceclusteraroundcoremanagementroles:
{Interpersonal
{Informational
{Decisional
ManagerialRoles
Interpersonalroles:Figurehead,Leader,Liaison,Monitor
Informationalroles:Disseminator,Spokesperson
Decisionalroles:Entrepreneur,Disturbance,CrisisHandling,ResourceAllocator&
Negotiator
MajorCharacteristics
Timeisfragmented.
Valuescompete;thevariousrolesareintension.
Thejobisoverloaded.
Efficiencyisacoreskill.
WhatVaries?TheEmphasis
Theentrepreneurroleisgainingimportance.
Soistheleaderrole.Managersmustbemoresophisticatedasstrategistsandmentors.
Managersmustcreatealocalvisionastheyhelppeoplegrow.
ManagementSkillsRequired
TechnicalSkills:Mostvaluableattheentrylevel;lessvaluableatmoreseniorlevels.
RelatingSkills:Valuableacrossthemanagerialcareerspan.
ConceptualSkills:Leastvaluableattheentrylevel;morevaluableatmoreseniorlevels.
TalkistheWork
Managersacrossindustriesspend75%oftheirtimeinverbalinteraction:
{oneonone/facetoface;
{telephoneconversations;
{videoteleconferencing;
{presentationtosmallgroups;
{publicspeakingtolargeraudiences.
MajorChannels:Talking/Listening
Meetings
Telephone
ElectronicMail
OneononeConversations
Interviews
ToursandInformalVisits
SocialEvents
TheRoleofWriting
Themostimportantprojects,decisionsandideasendupinwriting.
Writingprovidesanalysis,justification,documentation,andanalyticdiscipline.
Writingisacareersifter.
Managersdomostoftheirownwritingandediting.
Documentsarereferencesandrecords
CommunicationisInvention
Managerscreatemeaningthroughcommunication.
Managersfigurethingsoutbytalkingaboutthemasmuchastheytalkaboutthethingsthey
havealreadyfiguredout.
InformationisSociallyConstructed
Informationiscreated,sharedandinterpretedbypeople.
Informationneverspeaksforitself.
Verylittleinlifeisselfexplanatory.
Contextalwaysdrivesmeaning.
Amessengeralwaysaccompaniesamessage.
YourTaskasaProfessional
Recognizeandunderstandyourstrengthsandweaknessesasacommunicator.
Improveexistingskills.
Developnewskills.
Acquireaknowledgebasethatwillworkforthe21stcentury.
Developtheconfidenceyoullneedtosucceedasamanagerorexecutive.
OBJECTIVESOFCOMMUNICATION
Information
Advice
Order
Suggestion
Persuasion
Education
Warning
Raisingmorale&Motivation
Conflictresolution
Negotiation
ExternalInformation(competition,rawmaterials,Govtregulations,Technologydevelopments.
Internalinformation(jobassignments,policies,procedure&rules,authority&responsibility,
Organizationallevels.
Sourcesofinformation:(Oldfiles,Observation,Massmedia,Internet,Seminars,conferences.
Tradefairs,
Executivesneedinformationtoplan&organize,Employeesneedittoexecutejobs.
Informationshouldbecollectedfromreliablesource,accurate,completeandrecent.
ADVISE:BOTHmanoriented&workoriented.Promotesunderstanding.Counselingis
oftenpshychologal.
ORDERScanbewrittenororal,generalorspecific,proceduraloroperational,mandatoryor
discretionary.ORDERSHOULDBE:Clear&complete,capableofbeingexecuted.SUGGESTION
canbevoluntarysubmittedthroughsuggestionboxes,Suggestionstobeencouraged.
PERSUASION:STEPS:Analyzingthesituation,Preparingthereceiver,Deliveringthemessage,
Promptingaction.
WARNINGS:GeneralWarningssuchasNoSmoking,Notalking,BewareofDogs.Reprimandsto
workers.
MOTIVATIONcanbeachievedbymonetary&nonmonetaryincentives,participativedecision
making,congenialworkenvironment.
`STEPSINCOMMUNICATIONPROCESS
9 IDEATION
(SendersIdea)
9 ENCODING
(DevelopingMessageto
Conveytheidea)
9 TRANSMISSION
(TransmittedtoReceiver)
9 RECEIVING
9 DECODING
(Receiverattachesa
meaningtothemessage)
9 ACTING
(Responsetothemessage)
9 FEEDBACK
(Toensurereceiptofproper
messageinitstruesense)
Fivemaincategoriesoffeedback:
Evaluative:Makingajudgment
Interpretive:Paraphrasing(attemptingtoexplain)
Supportive:Attemptingtoassist
Probing:gainingadditionalinformation,Understanding:Attemptingtodiscover
MEDIAOFCOMMUNICATION
WRITTENCOMMUNICATION
ORALCOMMUNICATION
VISUALCOMMUNICATION
AUDIOVISUALCOMMUNICATION
COMPUTERBASEDCOMMUNICATION
MeritsLimitations
ORALSavesTime&moneyUnsuitableforlongmessages
ForcefulNoLegalValidity
GoodfeedbackNoteasytofixresponsibility
Clarification&effectiveChancesofmisunderstanding
withgroups.
WRITTENAccurateTimeconsuming
PreciseQuickclarificationisdifficult
Record
Document
PinpointResponsibility
VISUALGoodforsimpleideasNotsuitableforcomplexideas
Effectivewithothermedium
AUDIOVISUALMostsuitableforMasseducation&publicity
COMPUTERBASEDQuickUncertainlegalvalidity
SavesTime&
MoneyVirus,Leakageofinformation
Block2
FORMSOFCOMMUNICATION
ORALORVERBALCOMMUNICATION
WRITTENCOMMUNICATION
NONVERBALCOMMUNICATION:
FACIALEXPRESSIONS
PLACE
EYECONTACT
SPACE
GESTURES
SILENCE
POSTURESBODYLANGUAGE
APPEARANCE
TOUCH
TIME
Eyecontactcancommunicatefriendliness,respect,interestcomfort,andevendomination.The
duration&frequencyofeyecontactismeaningful.InWesterncultures,lookingupintothe
eyeswhiletalkingisasignofrespect.InEasterncultures,lookingdownisawayofshowing
respecttothesuperiortalkingtoyou.Inmostcultures,youavoideyecontactwithstrangers
evenifyouarephysicallyclosetothem(Lift).
Touchisoneoftheveryfirstnonverbalsymbolsanewbornbabyislovinglyexposedtoand
continuestobeamajormeansofcommunication.Aculturedetermineswhomaytouchwhom,
whichpartofthebody,whenandforhowlong.Amaleguestmayhugtheladyofthehousehe
isvisitingifsheisalatinAmerican;hemayshakehandswithherorkissherhandifsheisa
European;hemaysayNamastetoherifsheisanIndian,hemaynotevenseehereifsheisan
Arab.
SPACE:Airconditionedfirstclasscoaches,A/ctwotiersleepercoaches,Firstclassand
economysectioninaircrafts,areexcellentillustrationofthewayweusespaceto
communication.Thericherormoreimportantyouare,thegreaterspaceyouoccupy.Bigger
houses,biggercars,biggerofficesandsoon,tosupportyourhigherstatusinofficeandprivate
life.Whereveryouexpecttogetrespect,youcreatemorespacebetweenyourselfandothers.
TIME:Whenyouarriveearly,ontime,orlateforanengagement,itconveysacertainmeaning
toothers.Meaningdiffersfromculturetoculture.InIndialatearrivalisusual,butinGermany
latearrivalwillnotbeforgivenunlessthereisverygoodreason.
TypesofNonVerbalcommunication:
Kinesicsstudyoffacialexpressions,posture,gestures(physicalmovements)
Oculesicsstudyofeyemovements,oreyecontacts
HapticsCommunicationoftouch
ProxemicsCommunicationofspaceandproximity(physicalspace)
Vocalicsvariationsinpitch,speed,volume
Chronemicspunctuality,timingofmessages,meetingdeadlines,notwastingourtimeand
otherstime,culturalvariations
CONVERSATIONS
PURPOSE:
Improvingrelationships
Makingdecisions
Solvingproblems
Collecting/disseminatinginformation
Understandingtheproblem
Consolingpeople
Sharingviews
Coordinatingteamactivities
TYPESOFCONVERSATIONS
Chat:leastformalofall(father&daughter)
Ttette:confidentialconversation(interview)
Dialogue:opposingpointofview(twoparties)
Parley:formaldiscussionbetweenenemiesregardingthetermsoftruce
Colloquy:mostformal(betweennationsonsomeimportantissue
Communion:profoundlevel(withnature/God)
Characteristicsofeffectiveconversations:
Involvesimportantissuesinorganization
Involveseveryparticipant
Arouseandsustaininterest
Structured
AdaptstoChanges
Allowsparticipantstobehonestwithoutriskingjobs
Usesactivelistening
STAGES:
Encourage:allowotherstoexpress
Acknowledgeideas:showyouarepayingattention
Question:toclarifymeaning,seekmoreinformation
Inform:statefacts,thoughts,feelingsandconcerns
Direct:giveinstructions,delegate
Criticize:givefeedback/redirect/improve
NonVerbalCues:
Indicatestherelationshipamongtheconversers
Immediacy:spacingbetweentheconversers
Power:expansivegestures,erectposture,occupyingmorespace
Responsiveness:intensityoffeelingsreactmore/little
Silence:givestime,showsrespect,generatefocus,conveysdeepfeelings
StressfulConversation:
Clarity,neutrality,temperance
Beawareandfocused
Respond,dontreact
Inquireandvalidate
Stateintention
Stateappreciation
TELEPHONICCONVERSATION:
Keepshort
Keepinmindthelimitations
Speakatamoderaterate
Usevocalcues
Haveapositiveattitude
Understandthedesignofyourinstrument
INTERVIEWS
Intrevuesightbetween
Purposefulinterpersonalcommunication
Ameetingofpersonsfacetoface
PURPOSES:
Toexchangeinformation
Toprovideinformation
Toadvise
Tocounsel
Toselectapersonforspecifictask
Tomonitorperformance
TypesOFINTERVIEWS
Job
Information
Persuasive
Exit/Termination
Evaluation
Counseling
Conflictresolution
Disciplinary
ConductinganInterview
Dos
AnalyzetheKnowledge,Skills&abilitiesrequiredforthejob.
Studytheresumetomatchrequirements
Framesuitablequestionsforinterview
Allowthecandidatetobecomeinteractive
Establishrapport&encouragecandidate
Becourteous,polite&professional
ConductinganInterview
Donts
Donotputthesamequestiontoall
Donotaskforunnecessarydetails
Donottrytodisplayyourknowledge
Donotasktoomuchpersonal
Donotlooseyourtemper
Donotbecomeexitedoremotional
Donotmakehurtingcomments
EMPLOYMENTINTERVIEW:
Stages
Screeningofapplication,AppraisalofCV,CompetencyTests,PsychologicalTests
GroupDiscussion,Stagewiseinterview,Negotiations
MedicalTest
PreparationFORINTERVIEW
Knowledge,skill,pastperformance,attitude
Matchyourswithrequirements
Collectnecessaryinformation
Preparewhatyouwanttoask
Carrynotepad,pen,calculatorcopiesofCV,testimonials,certificatesetc.
Checkyourbriefcase
Dressupformally
Gothroughamockinterview
Memorizeyourresume
Bepunctual
Relax
EmployersExpectations
Disposition
CareerObjective
SubjectKnowledge
GeneralKnowledge
CommunicationSkills
MentalAgility
Consistency
Selfconfidence
Tencriticalsuccessfactors
Positiveattitudetowardwork
Proficiencyinthefieldofstudy
Communicationskills(OralandWritten)
InterpersonalSkills
Confidence
Criticalthinkingandproblemsolvingskills
Flexibility
Selfmotivation
Leadership
Teamwork
Tenmostcommonreasonsforrejection
Arrogance
Apathy
Uninhibitednervousness
Equivocation
Lackofconcentration
Lackofcrispness
LackofSocialskills
Lackoffirmness
Inadequatequantitativeskills
Unsuitablepersonality
Process(3basicsteps)
EstablishingRapport
InformationGathering
Closing
TypesofQuestions
Closed/Open
Experience
Credential
SituationRelated
Probing
Dumb
Behavioral
Link
Leading
Discriminatory
SomeStandardQuestions
Tellmeaboutyourself
Whyshouldwehireyou?
Whatdoyouwanttobe10or15yearsfromnow?
Whatsyourgreatestweakness?
Whatqualitiesdoyoufeelasuccessfulmanagershouldhave?
Ifyouhavetoliveyourlifeagain,whatwouldyouchange?
Recap
Whyyoufeelyouarethebestcandidate
Yourinterestinthepositionbyaskingforthejob
Followup
Calltheinterviewertothankhim
Writetothem
TipsforSuccess
Bewellprepared
Brushupyoursubjectandgeneralknowledge
Memorizeyourresume
Knowaboutthecompany
Dressappropriately.Unlessadvisedotherwisewearbusinessattire.Limitmakeup,
perfume/aftershaveandjewelry
Besmart,clean,andwellgroomed
Carryabriefcaseorneatfoldercontainingallrelevantpapers
Showup1015minutesearly.Incaseyoufeelyoumaygetdelayed,callupandinform
Whenyoumeetyourinterviewer/sshaketheirhandconfidentlyifoffered
Staycalm,dontfidgetortwiddleyourthumb
Bepolite
Neverchewgumorsmokeduringtheinterview
Beyourself,behonest
Showarealinterestinthejob
Beawareofalltheansweringtechniques
Dontansweraquestionyoudidntunderstand;askforclarificationfirst
Speakclearlyusingpositivewords/phrasessuchasenjoy,enthusiastic,positiveattitude,
excellence,strivingtobemybest,etc.
Useappropriatelythetop5nonverbaleyecontact(showsinterestandconfidence)facial
expression(tellsaboutyourdelightandexcitement),posture(revealsconfidenceandpower
potential),gestures,space(showsyourrespecttotheinterviewerandawarenessaboutthe
organizationalculture)
Intheend,restateyourinterestinthejob.Smileandthanktheinterviewers.
PUBLICSPEAKING
Stepsforeffectivespeaking:
Planyourtopicorsubject
Knowyourobjective&theaudience
Knowtheconsequences
Arrangeyourthoughtslogically
Speakclearlywithappropriatespeed
Observeyouraudienceforfeedback
Continueifthefeedbackispositive
Reviseitthefeedbackisnegative
Speakershouldhaveanswersforthefollowing:
Whatkindofpersonismylistener?
Howmuchheknowsaboutmytopic?
Whatishisattitudetoit?
Whatismyobjectiveintalkingtohim?
Ismyobjectivereasonable?
Whatwillbethedifficultyinunderstanding
WouldIacceptifIwereinhisshoes?
Whatkindofapproachcanconvincehim?
PreparingaSpeech
Fixthepurpose,aim&timeallotted
Gatherrelevantideas
Settimelimitforeachsection
Preparematerialforvisualaids
AllottimeforQuestions.
DeliveringaGoodSpeech
GENERAL:
Firstimpressionisthebestimpressionandhencestartconfidently
Havepropereyecontactthroughout
Donotfocusononlyonesectionoftheaudience
Knowtheaudienceanduseappropriatelanguage
Avoiduseofunfamiliarwordsorjargons
KNOWYOURAUDIENCE
Whoarethepeopleintheaudience?
Whatistheleveloftheireducation?
Theirlanguageproficiency
Whatistheirinterest?
Whatmessageyouwanttodeliver?
VOICE
Clarityofexpression
Propervoicemodulationtostresscertainpoints
Donotdropyourvoice
Shouldtheaudible
BODYLANGUAGE
POSITIVEBODYLANGUAGE
POSITIVEFACIALEXPRESSIONS
POSITIVEPOSTURES
POSITIVEMANNERISMS
POSITIVEEYECONTACT
CLOSINGTHETALK
Summarizeyourpoints
Ahumorousclose
Endwithaclimax
Appealforaction
METHODSOFDELIVERY
Reading(academicreports,technicalpapers,researchwork)
Memorizingifspeechisshort
Extemporewithoutpreparation(Voteofthanks)
PointNotes(importantpoints)
BARRIERSTOEFFECTIVECOMMUNICATION
1.PSYCHOLOGICALBARRIERS:
FILTERINGreferstosendersmanipulationofinformationsothatitwillbeseenmore
favorablybythereceiver.
SELECTIVEPERCEPTIONpeopleselectivelyinterpret,whattheyseeonthebasisoftheir
interests,background,experienceandattitudes.
PREMATUREEVALUATION
PERCEPTUALDISTORTION
DIFFERENTCOMPREHENSIONOFREALITY
ABSTRACTING,SLANTING,INFERRING,POORLISTENING,EGOTISM(Selfcenteredness),
EMOTIONS(positive&negative)
ATTITUDES,OPINIONS&BELIEFS
2.PHYSICALBARRIERSNoise,Physicalnoise,indifferenceofthelisteneriscalled
Psychologicalnoise,badhandwritingiscalledWrittennoise,Latearrivalofemployeesresults
indistractionofsuperiorsworkiscalledVisualnoise.Time&Distancebetweenthesenderand
thereceiver.
3.SEMANTICBARRIERS
(Interpretationofwordsspokenorwritten)
Differentlanguages,faultytranslation,assumptions,
Attributingdifferentmeaningsforsameword&symbol.
4.ORGANIZATIONALBARRIERS
Organizationalrulesandregulations,Wrongchoiceofchannel&medium.
HierarchicalRelationship
Status&Powerdifference
InadequateCommunicationnetwork
Lackofformalchannels
BarrierstoEffectiveListening
Inadequateproficiencyinthelanguage
Difficultphysicalconditions(noise)
Lackofinterestinthespeakerortopic
Selectivelistening
Presenceofdistracters
Apathytowardsthespeaker
Strongconvictionsblockingnewideas
CommunicationBarriersandWaystoovercomethem
ORGANISATIONAL
BarriersRemedies
Status&PowerdifferenceClimateofTrust
Departmentalneeds&GoalsUseformalchannels
InadequatecommunicationEncourageformalchannels
HowtoimproveCommunicationinOrganizations?
SENDING:
Use(KISSprinciple)
Encodinginappropriatelanguage
Encouragequestions&feedback
Repeatmessagesifneeded.
Howtoimprovecommunication?
Usemultiplechannels
Whilereceivingmessagesaskquestionstoclarifydoubtsandalsobepreparedtolistento
negativeinformation.
Intergroupcommunicationshouldhaveopennessbetweengroups.
Superior/subordinatecommunicationcanbeimprovedby
Reducingstatusbarriers
Providefull&completeinformation
Properstructuringofmessages
Properdelegationofauthority&responsibility
Block3.