MANAGERIALCOMMUNICATION(Lecturehandouts)

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.