Communication for

Management
Shubhda Arora, July 2022
What is communication?

● Forms - Verbal, Written, Non-verbal

● Situations - Intra, Inter, Group, Mass
● Process - Sender/source, Receiver, Medium, Noise, Feedback
● Barriers - Physiological, Psychological, Cultural, Extraneous
● Models - Aristotle, Lasswell (1948), Shannon and Weaver(1949) Schramm (1954)
Harold Lasswell

● Who (Communicator)
● Says What (Message)
● In Which Channel (Medium)
● To Whom (Receiver)
● With What Effect (Effect)
Shannon & Weaver
Osgood and Schramm
Course Outline & Assessments

5 weeks (0.5 credits)

Week 1: Introduction and basics of interpersonal communication (Case: Managing up - Grace)
Week 2: Non- verbal communication, cross- cultural communication, group communication
( Case: DRW technologies)
Week 3: Rhetorics and the art of persuasion ( Individual speaking exercise)
Week 4: Ethical communication and crisis communication ( Nike case and Guido barilla)
Week 5: Making effective presentations ( Group presentations)
Assessment

50 Marks (internal assessments)

● Case study participation and quizzes (15 M)
● Individual speaking (10 M)
● Group presentation (25 M)
What is a case study?

● Mimics a real-life practical situation

● The reader is expected to understand case facts and offer possible solutions
● Case studies usually do not have prescriptive solutions and therefore, students must
arrive at the solution through looking at different possibilities and then use the
process of elimination
● Building arguments for your solution is imperative.
● The process is as important as the solution
Communicating at Workplace - WhatsApp

● Is this communication unethical?

● Is this WhatsApp communication a case of sexual harrassment?
● Is this a case of sexual harrassment at workplace?
● What should Maya do?
Grace: Managing Up

● Using adjectives, can we describe Grace?

● How would you describe Landon?
● Who is Bill? What do we know about him?
● How would you describe the relationship between Grace and Landon? What
changed in their relationship?
● Can we see why did the relationship between Grace and Landon change?
Baird & Kram

People have different career needs depending on their career stage

● Establishment - need self confidence, role models, develop confidence and also
competence.
● Advancement - concerned with promotion and growth// needs someone to coach,
needs challenging work and a chance to grow – exposure to influential audience.
Sponsorship - boss speaking highly of the employee
● Maintenance - status quo, needs employees that listen
● Withdrawal - Moves away from day to day activities of the organization. Preparing
for retirement.
2 way exchange relationship

Needs of a leader at different stages

● Employees that provide good technical support (Establishment)
● Employees do good work that reflect on the leader/boss (Advancement)
● Boss finds satisfaction in sharing wisdom and experience with junior colleagues
(Maintenance stage)
● Boss takes on a consultative role (withdrawal stage)

LANDON wants to share his wisdom but Grace may not want to accept it.
Questions

● In which stage do you see Grace?

● In which stage is Landon?
● Does Grace or Landon meet each other’s needs?

GRACE’S NEEDS HAVE CHANGED BUT LANDON’S ACTIONS HAVE NOT.

● But has Grace effectively communicated the change in her need?
● Has Landon effectively communicated his plan for Grace?
 ● Grace liked how Landon treated her in the earlier days but as her needs changed,
she may also want to communicate those changed needs to Landon.

Question - Is there any evidence that Grace had a problem with authority?
“ She didn’t particularly like people telling her what to do”
Described Landon as a “Roadblock”, someone who “bullied her”, “held her back”,
“slammed the door on her dreams”, “shut her down” and “had it in for her”
“It was a surprise that Landon was supportive to her in her early days”
The conversation with Bill was stopped — “Landon was going to stop her from getting
any further”
Grace felt compelled to show Landon that the “workplace was not a dictatorship”
What’s happening to their relationship

Grace shows distrust towards Landon ------------------ >Landon reacts by becoming less
supportive of the employee ------------------ > reinforces employees distrust
Grace: Managing Up

● What evidence do we have that Grace is aware of how her actions may affect
Landon?
● Is there any indication that Grace’s action actually did affect Landon?
Case facts to consider
● Grace always had a feeling that she was ‘snitching’
● Inappropriate comment to client - Landon had to do extra work
● The unhappy client later mentioned the incident to Landon’s boss at the charity
fundraiser - received -ve attention from his boss
● Grace was overheard complaining that he was too scared to “stick out his neck”
● Grace pushed Landon for a project management change : frequently bringing it up
at inappropriate times
● Bill expected his managers to filter ideas
● Emotionally --taken aback by her angry comments. The realization that she was
resentful this whole time
4 types of leadership styles

● Charismatic : Intrigued by new ideas, decisions, based on balanced information//

Persuasion : straightforward arguments, focus on results, use of visual aids
● Thinkers: strong aversion to risk// Persuasion: need a lot of data, information
covering different perspectives (Logos)
● Skeptics : suspicious of the information given to them// persuasion : develop clout
● Controllers: hate uncertainty// persuasion: credible experts (Ethos)
● Followers: decisions based on similar choices in the past// persuasion: presenting
precedents or testimonials from experts.
What kind of leader is Landon?

Landon’s reaction to Grace’s presentation -

● Why junior employees could not do such a thing
● “It just wasn’t done”
● “IT department was supposed to make such changes”
● “Your time will come”
Let’s look at communication

● Email communication - written communication

● Interpersonal communication - with client, Landon, Bill, colleagues
● Office gossip and grapevine - Organizational communication
● Non-verbal communication
Grace : Managing Up

● In order to effectively manage up, what things should Grace understand about
herself?
● In order to manage up, what things should Grace understand about Landon?
● Should Grace send that email to Bill? What would be the likely impact on Landon?
On Grace?
● Would you describe grace as a good communicator? What about Landon?
● If Grace comes to you for help - Develop a plan for her to manage her relationship
with Landon in order to meet her career goals.
Lost in translation (2003)
Non-verbal Communication

● Facial Expressions
● Gestures
● Paralinguistics - voice, loudness, pitch, tone, rate
● Body language and posture
● Proxemics
● Eye contact
● Haptics
Visual Communication - Colour
Meaning making through images
What do you see?
The art of persuasion - Ethos, Pathos, Logos
Rhetorics

In "Poetics," Aristotle said:

“Of the modes of persuasion furnished by
the spoken word there are three kinds. The
first kind depends on the personal
character of the speaker; the second on
putting the audience into a certain frame of
mind; the third on the proof, or apparent
proof, provided by the words of the speech
itself.”
Ethos, Pathos, Logos (2004, Cadbury ad)
Maggie (2015)
Juice : A case study - Paper boat
Tropicana
Slice
Nationalism - Pathos
Nationalism - Pathos
Nationalism - Pathos