MANAGERIAL
COMMUNICATION
COMMUNICATION
Communication is defined as interchange of thoughts, opinions or
information, by speech, writing or signs.
- Robert Anderson
It is a two way process.
it has four specific skills.
It is the life blood of the business.
MANAGERIAL COMMUNICATION
Communication is the process of exchanging information in a way
that achieve mutual understanding between two or more people about
work related issues. Communication plays a vital role in planning,
organizing, directing, and controlling the activities of an organization
by the managers.
It also helps in motivating people to obtain their willingly
cooperation.
ROLES OF COMMUNICATION
Better Planning
Effective Operations
Decision Making
Controlling
Co-ordination
LEVELS OF COMMUNICATION
There are two types of communication:
Interpersonal Communication
Organizational Communication
INTERPERSONAL COMMUNICATION
How do group members transfer meaning between and among each
others.
There are three basic methods to explain interpersonal communication:
ORAL
WRITTEN
NON-VERBAL
ORGANIZATIONAL
COMMUNICATION
It is the kind of communication which is used in an
organization.
There are three types of organizational
communication. They are:-
Network Communication
Computer Aided Communication
Knowledge Management
NETWORK COMMUNICATION
Network is the pattern or path by which the
contact is maintained and information, orders,
instructions etc. flow in organization.
TYPES OF NETWORKS
Circle – Information moves in a circle
Chain - Communication flows according to the formal chain of
command
Wheel - Flows between a clearly identifiable and strong leader
and others in a work group or team
Free Flow - Flows freely among all members of a work team
TYPES OF NETWORKS AND THEIR
PERFORMANCES
CIRCLE CHAIN WHEEL FREE-FLOW
CRITERIA
SPEED SLOW MODERATE VERY FAST VERY FAST
ACCURACY POOR GOOD GOOD MODERATE
MORALE VERY GOOD POOR POOR HIGH
LEADER NONE MODERATE HIGH NONE
COMPUTER AIDED COMMUNICATION
Networked Computer Systems - linking computers through compatible
hardware and software
E-mail - instantaneous transmission of written messages
Instant messaging (IM) - interactive real-time communication
• requires groups to be logged on the computer network at the same time
• leaves network open to security breaches
• IM software is currently incompatible with important business applications
software
videoconferencing - participants can see each other
Extranet - Internet technology that links an organization with customers and
suppliers
Intranet - Internet technology that links organizational employees
KNOWLEDGE MANAGEMENT
It is the process of organizing and distributing an
organization’s collective wisdom so that the right
information gets to the people at the right time.
Organizations that can quickly and efficiently tap into their
employees collective experience and wisdom are more
likely to outsmart their competition.
CHANNELS OF
COMMUNICATION
They are used for achieving the common goals of
organization by exchange the ideas continuously.
Communication Channel
Formal communication Informal communication
Upward Downward Horizontal
Communication Communication Communication
CONTD…
Formal Communication
• communication that follows the official chain of command or is
communication required to do one’s job
Written and Oral
Formal Relation
Prescribed Path
Organizational Message
TYPES OF FORMAL
COMMUNICATION
Downward Communication: flows from managers to employees
and is used to inform, direct, coordinate and evaluate employees.
Upward Communication: flows from employees to managers in
the form of suggestions, feedback.
Horizontal Communication: flows between individuals at the
same level in the organization.
INFORMAL OR GRAPEVINE
COMMUNICATION CHANNEL
Informal Communication
• Communication within an organization that is not officially
sanctioned
• Permits employees to satisfy their needs for social interaction
creates alternative, and frequently faster and more efficient,
channels of communication
TYPES OF GRAPEVINE CHAIN
Prof. Keith Devis has given the following
four types of grapevine chains.
1. Single Strand Chain:
A B C D E
2. Gossip Chain: G
B
C
A
D
F
E
CONTD…
3. Probability Chain: H G
B
J
A
C D
I
F E
4. Cluster Chain: A
B C D
E F G H I
BARRIERS TO EFFECTIVE
COMMUNICATION
Problems/barriers to communication may arise at any of the
following levels in a communication process:-
The sender’s level
The receiver’s level
The transmission level
The feedback/reaction level
TYPES OF COMMUNICATION
BARRIERS
Noise Filtering Selective perception
Information Overload Emotions Language
Apprehension Cultural Barriers Poor listening
Premature evaluation
TYPES OF COMMUNICATION
BARRIERS
1. Noise:- It means interference that occurs in a signal and
prevents us from hearing properly.
2. Filtering:- It is the deliberate manipulation of information to
make it appear more favourable to the receiver.
Extent of filtering affected by:
• the number of vertical levels in the organization
• culture of the organization
3. Selective Perception :- What the receivers selectively see and
hear is influenced by their attitudes, needs, background, and
experience.
4. Information Overload :- Information available exceeds
processing capacity.
Frequent complaint of executives
Individuals tend to select out, ignore, pass over
information
5. Emotions :- Interpretation of a message gets affected by the
way the receiver feels.
Extreme emotions likely to hinder effective
communication
6. Language :- Meaning of words differs among people with
diverse backgrounds.
Specialized terminology/jargons may be used by a
group
Even those who speak the same language may use it
quite differently
7. Apprehension :- Apprehension or anxiety may arise in oral
communication, written communication or both.
High-oral-communication apprehensives distort the
communication demands of jobs
8. Cultural Barriers :- In international environment, cultural
differences often cause communication problems. There exist
four specific problems related to language difficulties in cross-
cultural communications.
Barriers caused by semantics
Barriers caused by word connotations
Barriers caused by tone differences
Barriers caused by differences among perceptions
9. Poor listening :- It causes serious problems in communication.
People getting too much involved in their own problems
and having their own egos
They don’t pay attention to the speaker
10. Premature evaluation :- People who have such habits may
be irresponsive and jump to conclusions without logical
deduction from the objective situation.
OVERCOMING BARRIERS TO
EFFECTIVE COMMUNICATION
Solutions
Clarity in Idea
Simplify language
Proper Channel
Practice Empathy
Use Feedback
Listen actively
OVERCOMING BARRIERS TO
EFFECTIVE COMMUNICATION
1. Clarity in idea :- Senders must clarify the purpose
of the message that they want to communicate.
2. Simplify language :- Semantic problems can be
solved by using simple language and avoiding
connotations.
3. Proper channel :- It is essential for the orderly
flow of information. It depends on the requirement
of information to be transmitted.
4. Practice empathy :- Put yourself in the recipient’s shoes.
Perceive the problem from recipient’s point of view.
Try to see the recipient’s values, experiences and frame
of reference.
5. Use feedback :- Ask a set of questions about a message to
determine whether it was understood as intended.
•Ask receivers to restate the message in their own
words.
6. Listen actively :- Listen carefully to the sender for fully
understanding the meaning of his/her message.
Restrain premature judgments or interpretations.
Enhanced by developing empathy with sender.
