communication module 1. the word ‘communication’ has originated from the latin word...
DESCRIPTION
There are auditory means, such as speech, song, and tone of voice, and there are nonverbal means, such as body language, sign language, paralanguage, touch, eye contact, through media, i.e., pictures, graphics and sound, and writing.TRANSCRIPT
communicationcommunication
Module 1Module 1
The word ‘Communication’ has originated The word ‘Communication’ has originated from the Latin word “communis”...which from the Latin word “communis”...which means ‘common’.means ‘common’.
CommunicationCommunication is a process of transferring is a process of transferring information from one entity to another information from one entity to another
Communication is commonly defined as "the Communication is commonly defined as "the impartingimparting or interchange of thoughts, opinions, or interchange of thoughts, opinions, or information by speech, writing, or signs" or information by speech, writing, or signs"
There are auditory means, such as There are auditory means, such as speech, song, and tone of voice, and speech, song, and tone of voice, and there are nonverbal means, such as body there are nonverbal means, such as body language, sign language, paralanguage, language, sign language, paralanguage, touch, eye contact, through media, i.e., touch, eye contact, through media, i.e., pictures, graphics and sound, and pictures, graphics and sound, and writing. writing.
WHY MANAGERS NEED WHY MANAGERS NEED COMMUNICATION COMMUNICATION SKILLS????SKILLS????
SUCCESS OF AN ORGANIZATIONSUCCESS OF AN ORGANIZATIONDEPENDS ON……….DEPENDS ON………. THE ABILITY OF A MANAGER TO GET THE ABILITY OF A MANAGER TO GET
THINGS DONE THROUGH PEOPLE…THINGS DONE THROUGH PEOPLE…WHICH DEFINITELY DEPENDS ONWHICH DEFINITELY DEPENDS ON Free Flow of InformationFree Flow of Information Getting the real involvement of the Getting the real involvement of the
employeesemployees
Roles of ManagersRoles of Managers
As analyzed by Henry Mintzberg of MIT As analyzed by Henry Mintzberg of MIT managers need effective managers need effective communication skills to perform the communication skills to perform the following inter-related roles viz:-following inter-related roles viz:-
1.1. InterpersonalInterpersonal2.2. InformationalInformational3.3. DecisionalDecisional
Seven C’s of Seven C’s of communicationcommunication
Credibility – of the senderCredibility – of the sender Context – should not contradictContext – should not contradict Content – meaning and relevanceContent – meaning and relevance Clarity – simple termsClarity – simple terms Continuity and consistency – unending Continuity and consistency – unending
processprocess Channels Channels Capability Capability
Feedback
Trans. 15-4
Sender Encoding themessage
Message Decoding themessage
Noise
Receiver
Business Communication Process
Business Communication Business Communication GoalsGoals
Receiver UnderstandingReceiver Understanding Receiver ResponseReceiver Response Favorable RelationshipFavorable Relationship Organizational GoodwillOrganizational Goodwill
Sender is responsible for these goals.
Functions of Functions of communicationcommunication
Information sharingInformation sharing FeedbackFeedback InfluenceInfluence Problem solvingProblem solving Decision makingDecision making Facilitating changeFacilitating change Group buildingGroup building Gate keepingGate keeping Right messageRight message
Coordination of effortsCoordination of efforts Good industrial Good industrial
relationsrelations Development of Development of
managerial skillsmanagerial skills Ensuring effectiveness Ensuring effectiveness
of policiesof policies Motivating peopleMotivating people ControllingControlling Spreading rumorsSpreading rumors
Medium/Channels of Medium/Channels of communicationcommunication
The vehicle which facilitates the sender The vehicle which facilitates the sender to convey the message to the receiver.to convey the message to the receiver.
IT could be oral, written, or non-verbal.IT could be oral, written, or non-verbal. The medium should be preplannedThe medium should be preplanned Each medium has its own rules and Each medium has its own rules and
regulationsregulations
Working of the process Of Working of the process Of CommunicationCommunication
ONE- WAY PROCESSONE- WAY PROCESS Sender according to his ideas perceptions, Sender according to his ideas perceptions,
behavior patterns selects the messagebehavior patterns selects the message He the encodes the messageHe the encodes the message Transmits the message to the receiver Transmits the message to the receiver
through a medium either verbal or nonverbalthrough a medium either verbal or nonverbal As the message reaches the receiver he As the message reaches the receiver he
decodes it and gives an internal responsedecodes it and gives an internal response
ONE- WAY COMMUNICATION ONE- WAY COMMUNICATION PROCESSPROCESS
SENDER ENCODING MESSAGE SENDER ENCODING MESSAGE
RECEIVER DECODES CHANNELRECEIVER DECODES CHANNEL
TWO WAY PROCESSTWO WAY PROCESS
Adapted From Exhibit 15.3
EncodeMessage
DecodeMessage
Noise
Noise
Noise
Noise
TransmitMessage
ReceiveMessage
Message to be
Conveyed
Messagethat was
Understood
Sender Receiver
Communication Channel
Feedback to Sender
Types of communicationTypes of communication Formal communicationFormal communication Informal communicationInformal communication
Formal Communication Formal Communication ChannelsChannels
The system of official channelsThe system of official channels
Downward communicationDownward communication top downtop down
Upward communicationUpward communication bottom upbottom up
HorizontalHorizontal within a levelwithin a level
board of directorsboard of directors
Managing directorManaging director
Top level managemntTop level managemnt
Middle levelMiddle level
Senior supervisorsSenior supervisors
First line supervisorsFirst line supervisors
Employees/ shop floor employeesEmployees/ shop floor employees
Upward CommunicationUpward CommunicationCommunication that flows from bottom to Communication that flows from bottom to
top or which is form lower hierarchical top or which is form lower hierarchical level to higher level is called upward level to higher level is called upward communicationcommunication
E.g.: suggestions, appeals, complaints, E.g.: suggestions, appeals, complaints, grievances, etcgrievances, etcManaging DirectorManaging DirectorGeneral MangerGeneral MangerMarketing ManagerMarketing Manager
Downward Downward CommunicationCommunication
The Communication that flows form top to The Communication that flows form top to Bottom is called Downward Bottom is called Downward Communication. Communication. Eg.Instructioons,Memos,Orders etcEg.Instructioons,Memos,Orders etc
E.g. Finance Manager E.g. Finance Manager Accounts OfficerAccounts Officer
Data entry OperatorData entry Operator
Lateral/Horizontal Lateral/Horizontal CommunicationCommunication
The Communication between two or more The Communication between two or more persons in the same level is called persons in the same level is called horizontal Communication.horizontal Communication.
Eg.:- Communication between two functional Eg.:- Communication between two functional managersmanagers
E.g. Marketing Manager Production MgrE.g. Marketing Manager Production Mgr
Diagonal/Crosswise Diagonal/Crosswise CommunicationCommunication
Flow of information among persons at different Flow of information among persons at different levels who have no direct reporting levels who have no direct reporting relationshipsrelationships
E.g. MARKETING MGR TRAINING MGRE.g. MARKETING MGR TRAINING MGR
MARKETING SUPRMARKETING SUPR TRAINING SUPR TRAINING SUPR
Improving Formal Improving Formal CommunicationCommunication1.1. Decrease reliance on downward Decrease reliance on downward
communicationcommunication2.2. Increase chances for upward Increase chances for upward
communicationcommunication3.3. Encourage much greater use of horizontal Encourage much greater use of horizontal
communicationcommunication4.4. Be aware of communication problemsBe aware of communication problems
Common Problems with Common Problems with CommunicationCommunicationDownward
• Sending too many messages• Issuing contradictory messages• Hurriedly communicating vague, unclear messages• Issuing messages indicating management’s low regard
for lower-level workers
Upward• Risk of telling upper management about problems• Managers acting angrily and defensively to problems• Few opportunities for workers to contact upper levels
of management
Horizontal
• Management discouraging or punishing horizontal communication
• Managers and workers not given time or opportunity for horizontal communication
• Not enough opportunities or channels for lower-level workers to engage in horizontal communication
Informal Communication Informal Communication ChannelsChannels Transmitting messages Transmitting messages
outside the formal outside the formal communication channelscommunication channels
The “Grapevine”The “Grapevine”
Highly accurateHighly accurate information is timelyinformation is timely senders seek feedbacksenders seek feedback accuracy can be verifiedaccuracy can be verified
Informal Communication Informal Communication ChannelsChannels
GossipGossipChainChain
ClusterClusterChainChain
Adapted from Exhibit 15.7
Managing Organizational Managing Organizational GrapevinesGrapevines
Don’t withhold information from itDon’t withhold information from it
Don’t punish those who use itDon’t punish those who use it
Embrace the grapevine and keep Embrace the grapevine and keep employees informedemployees informed
Use it as a source of informationUse it as a source of information
Communication BarriersCommunication Barriers Negative forces that affect the communication Negative forces that affect the communication
process and channelsprocess and channels Barriers can be categorized intoBarriers can be categorized into
Semantic barriersSemantic barriers Organizational barriersOrganizational barriers Interpersonal barriersInterpersonal barriers Individual barriersIndividual barriers Cross cultural barriersCross cultural barriers Physical barriersPhysical barriers Technological barriersTechnological barriers
Semantic barriersSemantic barriers Words having similar pronunciation but Words having similar pronunciation but
multiple meaningsmultiple meanings Badly expressed messageBadly expressed message Wrong interpretationWrong interpretation Unqualified assumptionsUnqualified assumptions Technical languageTechnical language
eg:. “Mouse”eg:. “Mouse”
Organizational barriersOrganizational barriers Culture and climateCulture and climate Rules and regulationsRules and regulations Status relationshipStatus relationship Complexity in organizational structureComplexity in organizational structure Inadequate facilities and opportunityInadequate facilities and opportunity Lack of co-operation Lack of co-operation
Interpersonnal barriers Interpersonnal barriers ( superior – subordinate ( superior – subordinate barriers)barriers)
Barriers from superiorsBarriers from superiors Shortage of time for employeesShortage of time for employees Lack of trustLack of trust \lack of consideration for employee’s needs\lack of consideration for employee’s needs Wish to capture authorityWish to capture authority Fear of losing power of controlFear of losing power of control BypassingBypassing Information overloadInformation overload
Barriers from subordinatesBarriers from subordinates Lack of proper channelLack of proper channel No interest to communicateNo interest to communicate Lack of co-operationLack of co-operation Lack of trustLack of trust Poor relationship between superior-Poor relationship between superior-
subordinatesubordinate Fear of penaltyFear of penalty
Individual or psycho-Individual or psycho-sociological barriers sociological barriers
StyleStyle PerceptionPerception Halo effectHalo effect Status relationshipStatus relationship Poor attention and retentionPoor attention and retention InattentionInattention Undue importance of written wordsUndue importance of written words DefensivenessDefensiveness Closed mindClosed mind State of healthState of health filteringfiltering
Cross cultural barriersCross cultural barriers NationsNations LanguagesLanguages Values and behaviorValues and behavior Social relationshipsSocial relationships Non verbal communicationNon verbal communication
Physical barriers/ channel Physical barriers/ channel or media barriersor media barriers
NoiseNoise EnvironmentEnvironment CircumstancesCircumstances Defects in the mediumDefects in the medium