COMMUNICATION IN MANAGEMENT

by
Shahla Arshad
Lecturer-INS-KMU
 Objectives
By the end of this lecture the students will be able to:
Define communication ,communication process &
interpersonal communication.
Discuss components of interpersonal communication in detail
Discuss the types or directions of communication.
Describe challenges and barriers in communication.
Discuss role of communication in leadership.
Discuss collaboration and negotiation.
Communication

Derived from the Latin word "communis", meaning to

share.”

“Communication is the exchange of thoughts,

messages, or information, as by speech, visual
signals, writing, or behavior.
 The communication process

• Sender

• Channel

• Receiver

• feedback
 The Communication Process

Medium

Barrier
SENDER RECEIVER
(encodes) (decodes)
Barrier

Feedback/Response
 Modes Of Communication
 Oral
 Telephone
 Voice Mail
 Posted On A Social Media Site
 Written (Text)
 Typed
 Sent By Mail
 E-mail or Fax
 MURPHY’S 7C’s OF EFFECTIVE
COMMUNICATION

- Clarity

- Completeness
- Conciseness

- Consideration

- Correctness

- Concreteness
- Courtesy
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 Characteristics Of Effective Communications

Effective communication requires the message to be:

• Clear and concise
• Accurate
• Relevant to the needs of the receiver
• Timely
• Meaningful
• Applicable to the situation
The channel should be:
• Appropriate
• Affordable
• Appealing
Effective communication requires the sender to:
• Be interested in the subject
• Know the audience members and establish a rapport with
them
• Speak at the level of the receiver
• Choose an appropriate communication channel
The receiver should:
• Be aware, interested, and willing to accept the message
• Listen attentively
• Understand the value of the message
• Provide feedback
 Types Of Communication

 On the basis of organizational relationship

 Formal
 Informal
 On the basis of Flow
 Upward
 Downward
 Lateral
 Diagonal(crosswise)
 On the basis of Expression
 Verbal And Non verbal
 Types of communication

Intrapersonal communication.

Communication can take place within just one individual.

Interpersonal communication

Communication involves two or more people.

 Components Of Interpersonal Communication

1. Conversation
2. Listening
3. Body language
4. Environment
5. Self-appearance
1. Conversation

 Mention their names

 Use suitable language
 Tone of voice
 Simplify your message
 Give other people the chance to talk and do not control all
 Try to control from telling too much about yourself
 Use closed and open questions properly
 Winning people’s heart
2. LISTENING SKILLS
 Eye contact
 Interest
 Concentration
 Do not look at different direction
 Encouragement
 Listen to ideas
 Do not interrupt
 Do not be too fast to conclude
 Do not focus on what you are going to say, focus on what
your friend is going to say first.
3. Body Language

Proper Body Language:

smile or show happy face. Nod your head to show that you
understand or agree or you are following the conversation
attentively. give space so that everyone can see each other’s
face if you are talking in a group.
Good Body Language
“Mirroring” is you create the same body posture with those
you are talking to – if they are standing with one leg up, you
do the same, if they are holding cup, you do the same. This is
called mirroring. “Mirroring” will create a more friendly and
relaxed atmosphere between you and the other person.
4. ENVIRONMENT

 Try to understand their mood

 Look at suitability of topic at that moment

 Find suitable place

 Find suitable environment

 5. Self Appearance

 The way you dress

 Cleanliness

 Color of your dress

 Body smell
 Challenges In Communication

Misunderstanding In Communication
– Through telephone
– SMS
– Emails
 When talking always want to win or be superior
 When talking, emotion is more than facts
 When giving opinions, very fast in finding other people’s faults
 When asking questions, the intention is to test the people
 When talking, always want to make other people feel guilty
 When talking, very arrogant, big talk and belittle other people.
 Examples of Barriers to communication

 Language
 Sex/gender and age
 Educational level
 Physical barriers
 Attitude
 Understanding of message
 Role Of Communication In Leadership.

 Leadership style is the manner in which individual

influences others to achieve a common goal by
providing direction, implementing plans, and
motivating people.

 Effective communication skills are an important

aspect of any leader's portfolio of skills and
experience
Some effective communication skills are:
• Listening.
• Nonverbal Communication.
• Clarity and Concision.
• Friendliness.
• Confidence.
• Empathy.
• Open-Mindedness.
• Respect.
• Feedback
• Picking the Right Medium
 Important Tips On Interpersonal Relationship
 Remember his name and related information
 Think win-win
Do not keep hidden agenda or try to take advantage
Never ever compare, pay gratitude with what you have
Give inspiration, expect the best
Never ever lie
 Fulfill your promise do not make false promise
 Don’t hope for return of favor
Expectation
 Collaboration
 Collaboration implies mutual attention to the problem, in
which the talents of all parties are used.

 In collaboration, the focus is on solving the problem,

not defeating the opponent.

 The goal is to satisfy both parties concerns.

Collaboration is useful in situations in which the goals of
both parties are too important to be compromised.
 Negotiations

Negotiations are formal discussions between

people who have different aims or intentions,
especially in business or politics, during
which they try to reach an agreement.
 Types of Negotiations

There are two types of negotiation:

1-Distributive or competitive negotiation

2-Integrative negotiation
 Stages of Negotiation

1-Preparation
•Combine ideas from unconnected sources, realistic
thinking
•Understand the conflict situation
•Decide what your team wants
•Analyze the other side
•Develop a strategy to help them make the decision
you want
2-Exchange information
•Learn the authority of those with whom you negotiate
•LISTENING!!!
•Be courteous
•Start on a positive note
•Agree on ground rules, such as:
Not to leave room without decision
All agree that we are not leaving early
All agree there are to be no outside interruptions
3-Bargaining
Bargain for mutual enhancement rather than one-
sided victory
How:
•Use reason
•Make it easier for them to decide what you’d like
them to decide
4-Closing and commitment
•Don’t be pressured/don’t pressure
•Summarize: Have both parties write a summary of
what their understanding of the agreement is
•Consider a trial close
•Make the agreement operational
 Negotiations Skills

 Preparation
 Active Listening
 Patience
 Emotional Control
 Verbal Communication
 Problem Solving & Decision Making
 Ethics and Reliability
 Assertiveness
 Collective Bargaining

Collective bargaining is the process in which

working people, through their unions, negotiate
contracts with their employers to determine their
terms of employment, including pay, benefits, hours,
leave, job health and safety policies, ways to balance
work and family, and more.
IMPORTANCE OF COLLECTIVE BARGAINING

• It permits employees to work together as a

unit to negotiate with employers on a more
level playing field.

• By negotiating as a unit, employees have

more bargaining power and influence at the
bargaining table.
 References

• Sullivan EJ, Decker PJ. Effective leadership and

management in nursing. AJN The American
Journal of Nursing. 1998 Jun 1;98(6):16L.

• Sullivan EJ, Garland G. Practical leadership and

management in nursing. Pearson Education; 2010.