Prof.

Raghu N, MBA Dept

MANAGERIAL
COMMUNICATIONS
(Module-1)

ROLE OF COMMUNICATIONS
Introduction.

Definition & Classification.

Process of Communication.
Characteristics of successful
communication.

Prof. Raghu N, MBA Dept

Purpose of Communication.

Communication Structure in Organisation.

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ROLE OF COMMUNICATIONS

Communication in Crisis.
Conclusion.

Prof. Raghu N, MBA Dept

Importance of communications in
Management.

MEANING AND DEFINITION

OF COMMUNICATION
Prof. Raghu N, MBA Dept

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.

Prof. Raghu N, MBA Dept

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
Prof. Raghu N, MBA Dept

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.

Oral & Written.

Electronic.

Prof. Raghu N, MBA Dept

Formal & Informal.

TYPES
CLASSIFICATION
FORMAL & INFORMAL

Formal. Structured flow of information which

Informal or Grapevine.

Straight Chain.
Informal Star.

Probability Pattern.
Cluster Pattern.

Prof. Raghu N, MBA Dept

adheres to official structure of command.

R
S

CLASSIFICATION
TYPES
ORAL & WRITTEN

Written

Prof. Raghu N, MBA Dept

Oral
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

Prof. Raghu N, MBA Dept

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

Prof. Raghu N, MBA Dept

PURPOSE OF
COMMUNICATION

Building trust & team work.

Optimise Production.

Effective communications
helps individuals and
organisations to succeed.

Prof. Raghu N, MBA Dept

Communications enables
organisations to function.

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PURPOSEFUL &
MEANINGFUL
Organisation

Individual

Suitable Language.

Reduce Distance.

Positive Gestures.

Status & Relation.

Listeners Attitude.

Remove Mechanical
Barriers.

Perception.

Prof. Raghu N, MBA Dept

Proper Structure.

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PROCESS OF
COMMUNICATION

ENCODE

DECODE
CHANNEL
MEANING

ENCRIPTION

RESPONSE
RECEIVER

Prof. Raghu N, MBA Dept

STIMULUS
SENDER

FILTER
NOISE
FEEDBACK

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Elements of Communication:
(components)

Prof. Raghu N, MBA Dept

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.
Prof. Raghu N, MBA Dept

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.
Prof. Raghu N, MBA Dept

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.
Prof. Raghu N, MBA Dept

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
Prof. Raghu N, MBA Dept

1) The commonly experienced barriers to communication are : Noise

* Lack of planning
Wrong/unclarified assumptions
* Semantic problems
Cultural barriers
* Socio-psychological barriers
Emotions
* Selective perception
Filtering
* Information overload
Loss by transmission
* Poor retention
Poor listening
* Goal conflicts
Offensive style
* Time and distance
Abstracting
* Slanting
Inferring

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BARRIERS TO
COMMUNICATION

Receiver:* Poor listener

* Mistrust
* Premature evaluation
* Bias
* Lack of trust
* Not in a fit physical state

Prof. Raghu N, MBA Dept

2) Broadly speaking, some of these barriers can be attributed to the sender and the receiver :Sender:* Lack of planning
* Vagueness about the purpose of communication
* Objectives to be achieved
* Choice of wrong language, resulting in badly encoded
message
* Unshared and unclarified assumptions
*Different perception of reality
* Wrong choice of the channels.

* Inattention
* Lack of interest
* semantic difficulties
* Different perception of reality
* Attitudinal clash with the sender
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OVERCOMING BARRIERS
Perception. Anticipate reaction & shape message
accordingly.
Prof. Raghu N, MBA Dept

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

1) Candidness
2) Clarity
3) Completeness
4) Conciseness
5) Concreteness
6) Correctness
7) Courtesy

Prof. Raghu N, MBA Dept

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 -

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Prof. Raghu N, MBA Dept

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.

Prof. Raghu N, MBA Dept

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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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.

Prof. Raghu N, MBA Dept

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.

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Important of Communication
in Management
Forecasting and Planning
Organizing:
Instructing
Coordinating
Controlling: -

Prof. Raghu N, MBA Dept

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Prof. Raghu N, MBA Dept

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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Prof. Raghu N, MBA Dept

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 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

Prof. Raghu N, MBA Dept

* To effect changes smoothly.

growth chance in the organization

* To empower employees with information on development and activities.

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Communication concerns of
the Manager
Prof. Raghu N, MBA Dept

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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IMPORTANCE OF EFFECTIVE
COMMUNICATION

Enhanced
Professional
image

Clearer
Promotional
material

EFFECTIVE
COMMUNICATION

Stronger
Business
relationship

Stronger
Decision
making

Increased
Productivity

Prof. Raghu N, MBA Dept

Improved
Stakeholder
response

Quicker
Problem
solving

Steadier
Work
flow
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COMMUNICATIONS
IN CRISIS
DOs

oGet top management involved.

oSetup News Centre & issue regular bulletins.
oMaintain transparency.

Prof. Raghu N, MBA Dept

oAnticipate & prepare.

oDemonstrate concern through statements &

actions.

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COMMUNICATIONS
IN CRISIS
DONTs

oSpeculate in public.
oRefuse to answer questions.

Prof. Raghu N, MBA Dept

oPass on the blame.

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
Prof. Raghu N, MBA Dept

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
Can escalate or de-escalate
Is linked to relationships and past

communication patterns

Develop a repertoire of interpersonal strategies and styles

Avoidance
Smoothing

Prof. Raghu N, MBA Dept

Becomes cyclical or patterned

Competing
Compromise
Problem Solving

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?

Prof. Raghu N, MBA Dept

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Overall Guidelines for Conflict

Management
Prof. Raghu N, MBA Dept

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

Contents of the Negotiation communication

Prof. Raghu N, MBA Dept

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.
Information / Facts / Figures
Opinions / References
Conclusions

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Communicator as a
Negotiator
Prof. Raghu N, MBA Dept

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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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

Prof. Raghu N, MBA Dept

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COMMUNICATION IN A CROSS-CULTURAL SETTING

Prof. Raghu N, MBA Dept

Cross-cultural
communication is
about dealing with
people from other
cultures in a way that
minimizes
misunderstanding and
maximizes the
potential for strong
relationships.

GUIDELINES FOR INTERCULTURAL

COMMUNICATION

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

Be attentive to cues (signal-

restrictions)

dinning & greeting from host)

Prof. Raghu N, MBA Dept

Speak slowly
Ask distinct question (separate

Prof. Raghu N, MBA Dept

CONCLUSION

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