Communicating with team, ethics, types of communication, skill required.

1. MODULE-1
MANAGERIALCOMMUNICATION

2. Hearing
Seeing
Smell
Touch
Taste
Communication is a Series of Experiences of

3. What is Communication?
 The word Communication (derived from the Latin
‘Communicare’ it means ‘to share’) is the act of
sharing ideas, emotions, and feelings between two or
more people.

4. Definition
 Communication means an exchange of facts, ideas,
opinions and emotions between two / more persons.

5.  Communication is one of the most basic functions of
management, the manager can make a good
decision, think out well conceived plans, establish a
sound organization structure, and even be well
linked by his associates. Communication is essential
for achieving managerial and organizational
effectiveness.

6. Objectives of Communication
 To provide orientation and induction to the new person.
 To assign work and give instructions to the subordinates
about the assignments.
 To develop understanding and creative solution through
active and inactive participation of members.
 To keep superiors informed about the progress and
problems of the operations.

7.  To exercise control on the use of human and non-human resources
or inputs.
 To enhance ability to work through training and development.
 To encourage people to contribute their best in the form of
suggestions and recommendations.
 To allow the people to ventilate their feelings in the form of
suggestions written / oral.
 To enhance the effectiveness of the decision by providing relevant
information and encouragement of discussions.

8.  To develop the goodwill and brand image of the org.
through publicity before the outsiders.
 To enhance work efficiency through latest
technology, adoption of state of art and by redefining
priorities continuously.

9. Importance of Communication
 Communication is the heart of any organization. Everything you do in the
workplace from the results of communication. While developing your
career you will get to know why communication is important.
 In the Organization:
 Communication plays a very important role in the management of any
organization. As it is a tool for sharing thoughts, ideas, opinions and plans
in various parts of an organization. Good communication is required not
only in building relationships but also for a successful business. That is why
communication is having tremendous importance in the organization.
Communication helps to increase efficiency at the workplace.

10. Importance of Communication
 Importance for Individuals:
 Communication is important to express oneself. It also satisfies one's
needs. One should have effective communication for advancement in the
career. In your personal life, effective communication skills can smooth
your way and your relationships with others by helping you to understand
others, and to be understood.
 To Secure an Interview:
 To secure yourself in the interview you should communicate confidently
and clearly. Good communication skills would help you to get selected for
the job.

11. Importance of Communication
 For Motivation:
 Communication is a basic tool for motivation. This can improve the morale of the
people.
 To Increase Productivity:
 With effective communication, you can maintain relationships. It helps to increase
productivity.
 To Develop Professionalism in Students:
 In the future students will become doctors and then they need to communicate
effectively with their patients. They need empathy, friendliness in their profession
for interacting with patients. In the future students will become political / business,
entrepreneurs, and leaders, in all these fields they need to communicate effectively.

12. Importance of Communication
 To Increase the Quality of Being Friendly With
Others:
 It is important to be friendly with others. Good
communication builds strong friendships. It will give
confidence. In this way, communication skills enhance
the ability to understand and share the feelings of each
other. It is important for making friendly relationships.

13. COMMUNICATION NETWORK
(1) Formal Network Models:-
There are five common communication networks that come into
play in formal communication in an organization as discussed
below:
a. Chain network represents a vertical hierarchy in which
communication can flow only upward or downward. We can find
this type of network in direct line of authority communication
with no deviations.

14.  B. Y- network is in effect a multi-level hierarchy
and a combination of horizontal and vertical flow of
communication. If we turn the Y upside down, we
see two subordinates reporting to one senior, with
two levels of authority above the later.

15.  C. Wheel network refers to several subordinates
reporting to a superior. This is a combination of
horizontal and diagonal flow of communication. But
here though the subordinates are of equal rank, all of
them report to one superior, and without any
interaction between themselves.

16.  D. Circle network: allows employees to interact
with neighboring members but no further. Look, for
example, at this three-level hierarchy. There is
vertical communication between superiors and
subordinates, and horizontal communication only at
the lowest level

17.  E. All-channel network: which is least
structured, enables each employee to communicate
freely with the others. There are no restrictions on
who can communicate with whom. All are equal as
no one employee formally or informally assumes a
leading role. Hence, everybody’s views are equal and
openly shared.

18. Finally for effective use of communication
networks, we need to remember the following:
 No single network is suitable for all occasions.
 The wheel and all-channel networks are preferred if
speed of communication is a priority.
 The chain, Y and wheel networks serve best when
accuracy is crucial.

19.  (2) Informal network Models:
 Every organization has one informal communication
network-the “grapevine”, that supplements official
channels. The informal flow of communication follows
no set lines, nor any definite rules, but spreads like a
grapevine in any direction, anywhere and spreads fast.
 Keith Davis classifies the grapevine in to four basic types.

20.  Single strand- It involves the passing of
information through a long line of persons to the
ultimate recipient.
A B C D E F ************ N
 Gossip- In gossip chain A actively seeks and tells
everyone. Single individuals spread the news.

21. Characteristics of Grapevine
 Probability- It is a random process in which A
transmits the information to others non selectively,
in accordance with the laws of probability and then
these others tell others in a similar manner.

22.  Cluster:- A selectively tells persons in whom he has
trust and confidence. Others also relay the
information selectively fig. shows left out individuals
Q, P and R.

23. Characteristics of Grapevine
Advantages Disadvantages
In general, the grapevine is If information from the grapevine is
blindly accepted it may
Not expensive Reveal some degree of error
Rapid Be harmful in case it is baseless or
imaginary
Multidirectional Lead to misunderstanding because of
incomplete information

24. If carefully cultivated, is capable
of resolving conflicts
Not be reliable, as nobody takes
the responsibility for it
A measure of public opinion Cause damage to the organization
because of its excessive swiftness at
times (e.g. a baseless rumor that is not
clarified in time will be accepted as
truth causing a negative impact)
Serve as an outlet for anxieties, worries,
frustration
Promotes unity, solidarity
Voluntary and unforced

25.  To effectively use this channel, organizations.
 Should not ignore information received through the
grapevine;
 Should use this channel to supplement the formal channel;
 Should identify but not threaten the main sources of
information; and
 Should try to understand the human relationships involved in
Grapevine C.

26. Process of Communication

27.  Communication consists of the following eight
components which are inter-related.
Idea

28. 1. Idea
 Every message, whether oral or written, has its origin
in an idea that germinates in the mind of the sender
of the message. Every idea refers to some context.
Thus the idea or information that the sender wants
to convey to the receiver is the source of the message
in the communication process.

29. 2. Sender/ Encoder
 The person who initiates the communication process is referred to
as the encoder. The process of communication begins with the
sender who identifies the need to communicate. The sender must
have a clear picture in his mind about what he wants to
communicate and should accordingly select symbols, words,
images, etc.
 The sender must identify his audience and formulate the message in
such a way that the receiver understands fully what he intends to
convey and interprets it within the same context.

30. 3. Encoding
 Encoding takes place when the sender formulates his idea into a
message to be transmitted to the receiver, using a series of symbols-
verbal/ or non-verbal, written or oral.
 The sender should encode the message keeping in mind the purpose
of communication and should select words or symbols that help the
receiver understand the communication correctly and to achieve the
expected feedback. Encoding is a process of creating a message for
transmission by an addresser to an addressee.

31. 4. Message
 A message is an idea transformed into words. It can
be expressed in different ways depending upon the
subject-matter, purpose, audience personal style and
cultural background of the sender.

32. 5. Channel and medium
 An appropriate medium chosen to send the message is known
as channel. It is the vehicle which facilitates the sender to
convey the message to the receiver.
 Channel is a system used to transmit a message, whereas
medium is one of the forms/ types used under that system.
For example oral communication is a channel and telephone
conversation is a medium. There are three broad channels of
communication and there are several media under each.

34. 6. Decoding
 It is a process by which the receiver interprets the
message and translates it into meaningful
information. The meaning of the message is the sum
total of the meanings of the words ( symbols)
together with the tone and the attitude of the sender
as reflected by his choice of words and the structure
of the message.

35. 7. Receiver
 The person who receives the encoded message is referred to as
receiver. The receiver may be an individual or a group of
individuals. As communication is a two-way process, the
receiver is as important as the sender of the message.
 A receiver may be a listener or a reader or a viewer of the
message. He not only receives the message but also tries to
understand, interpret and perceive the total meaning of the
message.

36. 8. Feedback
 Feedback is the response given by the receiver of the message to the
sender of the message. When the encoder receives feedback, he gets
to know that communication has been accomplished. Feedback can
be immediate, later, can be positive or negative.
 It can be verbal or non verbal. In communication feedback plays an
important role. It ensures that the receiver has received the message
and understood it just as it was intended by the sender.

37. Forms of Communication

44. FORMS OF COMMUNICATION
1. Interpersonal communication
2. Intrapersonal Communication
3. Small Group communication
4. One-to-group communication
5. Mass communication

45. ONE-TO-GROUP
COMMUNICATION
 involves a speaker who seeks to inform, or motivate
an audience.
⚫ Example is a teacher and a class of students.

46. SMALL GROUP COMMUNICATION
 is communication within formal or informal groups or
teams. It is group interaction that results in decision
making, problem solving and discussion within an
organization.
⚫ Examples would be a group planning a surprise
birthday party for someone. A team working together
on a project.

47. INTRAPERSONAL COMMUNICATION
 is communication that occurs in your own mind. It is
the basis of your feelings, and beliefs.
⚫ Examples are when you make any kind of
decision – what to eat or wear. When you think
about something – what you want to do on the
weekend or when you think about another
person.

48. • Examples are when you are talking to your friends.A
teacher and student discussing an assignment.

50. Role of Verbal and Non- Verbal Symbols in
Communication

52. Characteristics of Oral and Written
Communication
 Oral communication and written communication are
two fundamental modes of human interaction, each
with its own set of characteristics. Here are some key
characteristics of each:

59. Methods of Non- Verbal Communication

64. Body Language

74. Barriers to Effective Communication
 Communication is defined as the process by which information is
exchanged between individuals through a system of signs, symbols. The
concept of communication involves a sender, a message and a recipient.
 The sender sends the message and the recipient is the receiver of the
message. The process of communication is never smooth as it is affected by
the barriers of communication.
 Barriers to effective communication can result in confusion which can lead
to incorrect information being conveyed or miscommunication which can
lead to loss of business.

75. Following are some of the barriers to effective
communication:
1. Semantic barriers
2. Psychological barriers
3. Organisational barriers
4. Cultural barriers
5. Physical barriers
6. Physiological barriers

76. 1. Semantic barriers: Semantic barriers are also known as language
barriers. These barriers are caused due to improper communication
between the sender and the receiver. The following instances of semantic
barriers can be witnessed in communication.
 Poor quality of message: Message when communicated should be
precise and easy to understand, that makes it easy for the receiver to grasp
the information conveyed.
 Sometimes, due to the lack of clarity or complexity of the way of providing
information from the sender, there can be a case of semantic barriers.

77.  For e.g. A manager is conversing in English to a group of workers
who understand and speak Bengali. It will create confusion among
workers as they will not be able to understand what is being
conveyed by the manager.
 Technical language: Language barriers also arise when the
sender of the message is speaking in technical terms while the
receiver is unaware of the terms. It creates confusion and
misunderstanding between the sender and receiver by acting as a
barrier to effective communication.

78. 2.Psychological Barriers: Psychological barriers play an important
role in interpersonal communication as the state of the mind of the
sender or the receiver can make it difficult to understand the
information that is conveyed, which often leads to
misunderstanding.
 Here are some instances where psychological barriers to
communication can be seen.
1. Premature evaluation of information by the receiver even before it is
transmitted can lead to barriers in communication, as it will create
premature conclusion to the message, which withholds the original
message.

79. 2. Inadequate attention from the receiver’s end at the time
of communication can lead to barriers of communication
as the information conveyed by the sender is not properly
received by the receiver.
3. When information is passed within multiple sources, the
final information is distorted as the receivers of the
message are not able to retain everything that was
conveyed. This can cause communication barriers.

80. 3.Organisational barriers: Organisational barriers are those
barriers that are caused due to the structure, rules and regulations
present in the organisation. The various types of barriers that can be
encountered due to superior subordinate relationships where the
free flow of communication is not possible.
 Sometimes the complexity of organisational structure and multiple
managers make it difficult to convey information properly, and the
information gets distorted leading to miscommunication.

81. 4. Cultural barriers: Cultural barriers are those that arise
due to lack of similarities among the different cultures across
the world. A term that can be harmless in one culture can be
regarded as a slang in another culture. Moreover, various
beliefs can differ from one culture to another.
5. Physical barriers: Physical barriers to communication are
those that arise due to certain factors like faulty equipment,
noise, closed doors and cabins that cause the information sent
from sender to receiver to become distorted, which results in
improper communication.

82. 6. Physiological barriers: Physiological barriers
arise when a sender or the receiver of the
communication is not in a position to express or
receive the message with clarity due to some
physiological issues like dyslexia, or nerve disorders
that interfere with speech or hearing.

83. 7Cs of Effective Communication
 The ability to communicate effectively with others is considered a good
quality of successful people. So in order to compose an effective oral
speech or written message, you just need to understand psychology of
your clients, your organization, and the community . The 7 C’s of effective
communication combined with principles would help you to attain your
goal, follow certain principles.
 Communication skills are important that plays in professional life from
understanding your client to make a perfect problem solving approach.
Different studies showed that it is an important skill that helps to
generate more leads.

84. 1.Clarity
• Clarity is the soul of a message. It means the accurate transfer of ideas from the
sender’s side to the receiver. Every message should be conveyed in a clear manner.
Clarity comes through clear thinking. A good message shows the idea directly and
clearly.
• A writer should not start the message unless he knows how (use of language) and
what (central idea) he wants to say. A message written in the simple and ordinary
language is always natural and appreciable.
• To achieve clarity, keep in mind the following points:
– Use common and simple language.
– Construct effective sentences and short paragraphs.
– Use concrete words instead of abstract words.
– Avoid unnecessary information.

85. 2. Correctness
• Language experts say that writing is art but difficult. There is no shortcut
to being a good writer. It is learned through consistent practice and
constant struggle. The message being communicated must be correct.
Correctness refers to correct grammar, punctuation, and spelling. Though
mistakes are never intentional yet they spoil the image.
• To achieve correctness, follow these guidelines:
– Check the accuracy of facts and figures.
– Check mistakes in punctuation, grammar, and capitalization.
– Check misspelled words.
– Use the right level of language.

86. 3.Conciseness
• The beauty of diction lies in its conciseness. Conciseness means brief
and complete. Be as brief as possible. But it must not be so brief as to
be discourteous.
• Conciseness is a pre-requisite to effective messages. A concise message
saves time and expense for both sender and receiver.
• To achieve conciseness, observe the following suggestions:
– Include only relevant material.
– Avoid unnecessary repetition.
– Remove the wordy expressions.

87. 4.Courtesy
• Courtesy is the most important quality of the messenger.
“Everyone gains where courtesy reigns” is an old but wise saying.
Courtesy means politeness. It is an attitude that shows respect for
others. It helps in building goodwill.
• It is not enough to use polite expressions like” thank you”,
”kindly”, “we appreciate”, “please” etc but the whole letter must
have a courteous tone.

88. • To achieve courtesy, keep in mind the following points:
– Be sincere.
– Use expressions that show respect.
– Be thoughtful and appreciative of the receiver’s point of view.
– Avoid humor.
– Avoid discriminatory language i.e., race, color, gender, creed
etc.

89. 5.Concreteness
• Communicating concretely means being specific,
meaningful and clear. Vague and general messages result
in no response. It helps the receiver to understand the
exact idea. Concrete use of available facts and figures adds
to the authenticity of the message.
• Toachieve concreteness, consider the following ways:
– Use clear and image building words.
– Use specific facts and figures.
– Use active voice than passive voice.

90. 6.Consideration
• Consideration is to put you in the place of the receiver. It means
preparing every message with the message receiver in mind. This
mode of consideration is called “you attitude”.
• When you are truly considerate, you try to show sincere regard for
his interests and benefits. To be considerate, the following points
should be kept in mind:
– See your material from your reader’s point of view.
– Focus on “you” instead of” we” e.g.,
– Be sure about the benefits of the receiver.
– Consider the needs and problems of the receiver.
– Use positive and optimistic

91. 7.Completeness
• A message should be complete to bring the desired result. A
complete message contains all the facts required by the receiver.
The receiver’s reaction to an incomplete message is often
unfavorable. An incomplete message shows negligence and
carelessness of the writer.
• For completeness follow these guidelines:
– Remember the five W’s (what, when, where, why, who) and
how.
– Provide all the necessary information.
– Answer all the questions asked.
– Include additional information, if desired.

92. Overcoming Communication Barriers