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1. Communication for Managers
Unit 1
Vel Tech Business School
MBA First Sem

2. Unit 1
Meaning and Définition of Communication
Classification & Purpose of communication
Communication Process
Characteristics of successful
communication
Importance of communication in
management
Communication structure in
organization
Communication in a
cross-cultural setting

3. What is communication
The process of communication is what allows
us to interact with other people; without it, we
would be unable to share knowledge or
experiences with anything outside of
ourselves. Common forms of communication
include speaking, writing, gestures, touch and
broadcasting.
The exchange of thoughts, messages, or the
like, as by speech, signals or writing.
To express oneself in such a way that one
is readily and clearly understood.
Communication is shared
feelings/shared understanding.
If you can honestly achieve that
goal, you are communicating.
The art of communication is the
language of leadership.

4. Meaning and definition
Meaning-
Effective Communication is a two way
process – sending the right message and
to the right person.
It is important to know the psychology of
the people you are interacting with for
communication to be effective.
For communication to be effective it is
necessary to know the circumstances of
the counter entity.
Effective communication includes all the
aspects of visual, auditory and kinaesthetic
language to appeal the listener.
Definition-
“Effective communication is the
communication which produces intended or
desired result”
Two-way process of
reaching mutual
understanding, in which
participants not only
exchange (encode-
decode) information but
also create and share
meaning.
The process of creating and
exchanging meaning through
symbolic interaction.
As a process communication
constantly moves and changes. It
does not stand still.
Meaning involves thoughts, ideas,
and understandings shared by
communicators.
Symbolic means that we rely on
words and nonverbal behaviors to
communicate meaning and
feelings.

5. Features
• Two-way Process.
• Information
sharing &
understanding.
• Verbal & Non-
Verbal.
• Circular Flow.
• Goal oriented.
• Continuous
Process.
• Pervasive Activity.
Objectives of
Communication
• Exchange of
Information.
• Issue of Orders.
• Advice &
Counselling.
• Persuasion.
• Suggestion.
• Education.
• Motivation.
• Warning.

6. Why Study Communication?
• The Only Completely Portable Skill
– You will use it in every relationship
– You will need it regardless of your career path
• The “Information Age”
– The history of civilization is the history of information
– Language and written documents facilitate the
transfer of information and knowledge through time
and space
• Your Quality of Life Depends Primarily on
Your Communication Skills
• You Cannot Be Too Good at
Communication

7. Need
• Large Business
Houses.
• Global Business
Environment.
• Technological
Advancement.
• Need For
Information.
• Need for Better
Human Relations.
• Need for Better
Public Relations.
Importance of
Communication
• Facilitates Planning.
• Helps in Decision-making.
• Brings Co-ordination.
• Facilitates Better
Administration.
• Creation of Mutual Trust &
Confidence.
• Motivation Of Employees.
• Building Higher
Employees Morale.
• Binding Force.
• Facilitates Effective
Control.

8. Purpose of promoting
effective
communication
•Effective communication helps to
understand a person or situation
in a better way.
•It enables us to solve the
differences, build trust and respect
in the organization.
•Sometimes our message is
misunderstood or we
misunderstand the received
message, effective
communication helps us to
resolve problems with both’s point
of view.
•Effective communication helps us
to connect well with kids, spouse,
boss, colleagues, etc.
•It helps us in decision making.
COMMUNICATION
ADVANTAGES
 Increase productivity.
 Reduce stress.
 Better understand what
others are saying.
 Better understand how
to get your message
across.
 Enhance relationships.
 Save time and money.

9. Five Principles of
Communication
• Communication is
transactional because
it involves an
exchange.
– If I go to the store to
get a coke, I exchange
money to the cashier
for the coke. I give
something and get
something in return.
Communication is the
same… you have to
give and receive for
• Communication is complex for
several reasons.
– It is interactive because many
processes are involved.
– It is symbolic because symbols are
open to interpretation.
– It is personal & cultural because a
person’s culture can add a new or
different meaning to a phrase or
gesture.
– It is irreversible because once a
message is sent, it cannot be taken
back.
– It is circular because it involves both
original messages and feedback
which is necessary to confirm
communication.
– It is purposeful because there is
always a reason behind a message
and it helps meet our needs.
– It is impossible to duplicate because

10. Five Principles of
Communication
• Communication is
unavoidable because it is
impossible to not
communicate.
– You are communicating
constantly even when you
do not intend to
communicate. You
communicate by the way
you sit or move, by the
way you speak, by what
you wear, by your
actions…. Even when you
sleep in class, you’re
communicating that you
are bored or that you
don’t care.
• Communication is
continuous because it
continues to impact and
influence future interactions
and shape our relationships.
– Have you ever gotten off
to a wrong start with
someone? Has it taken a
lot of time to perhaps
overcome someone’s
negative opinion of you?
– Has someone ever said
something to you that hurt
your feelings and you’ve
always remembered it
and think about it when
you see that person?

11. Five Principles of
Communication
• Communication skills can be learned
because they can always be improved.
– You may need to work on speaking skills,
written communication, listening, relationship
skills… there’s always room for improvement!

12. Communication
- Types
• Internal
Communication.
• External
Communication.
Role of
External
Communicatio
n.
• Touch with the
External
Environment.
• Handling
Competition.
• Public Relations.

13. Methods of Communication
 Memo, fax, e-mail, voice mail, letter.
 Phone call, in-person.
Two-Way
One-Way
Collaborative
 Team meetings, consulting,
consensus, decision making,
group problem solving.

14. One-way vs. Two-way
Communications
One-Way
Communication - a
person sends a message
to another person and no
questions, feedback, or
interaction follow
 Good for giving
simple directions
 Fast but often less
accurate than 2-way
communication
Two-Way
Communication - the
communicator & receiver
interact
 Good for problem
solving

15. Five Levels of Communication
• Intrapersonal
Communication is
communication that occurs
in your own mind. It is “self-
talk” which are the inner
speech or mental
conversations that we carry
on with ourselves. It is the
basis of your feelings,
biases, prejudices, 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.
• Interpersonal
communication is the
communication between
two people but can involve
more in informal
conversations. Through this
kind of communication we
maintain relationships.
– Examples are when you are
talking to your friends. A
teacher and student discussing
an assignment. A patient and
a doctor discussing a
treatment. A manager and a
potential employee during an
interview. Any one on one or

16. Five Levels of Communication
• 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.
A focus group discussing the
pros and cons of a new
• One-to-group
communication
involves a speaker
who seeks to inform,
persuade or motivate
an audience.
– Examples are a
teacher and a class
of students. A
preacher and a
congregation. A
speaker and an
assembly of people in

17. Five Levels of Communication
• Mass communication is the electronic or print
transmission of messages to the general public.
Outlets called mass media include things like
radio, television, film, and printed materials
designed to reach large audiences.
– A television commercial. A magazine article. Hearing a
song on the radio. Books, Newspapers, Billboards. The
key is that you are reaching a large amount of people
without it being face to face. Feedback is generally
delayed with mass communication.

18. The Communication Process
• Context provides the people, the occasion
and the task.
• Physical environment is the actual place or
space where communication occurs.
• Climate influences the emotional
atmosphere.

19. Process of communication
• Communication is the process of sending
and receiving information among people…
SENDER RECEIVER
Feedback
receiver sender
Medium
Encode Decode

20. Communication Process/Cycle

23. Elements of
Communication
• Sender or
Communicator
.
• Message.
• Encoding.
• Communicatio
n Channel.
• Receiver
• Decoding
Gateways To Effective
Communication
• Two-way Channel.
• Mutual Trust.
• Clarity of Message.
• Timely Message.
• Consistency of
Message.
• Good Relations.
• Feedback
• Empathetic Listening.
• Flexibility.

24. 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
• Effective communication requires
the sender to:
• Know the subject well
• 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 channel should be:
• Appropriate
• Affordable
• Appealing
The receiver should:
• Be aware, interested, and
willing to accept the
message
• Listen attentively
• Understand the value of the
message
• Provide feedback

25. Characteristics of effective
communicator
An effective verbal
communicator:
• Clarifies
• Listens
• Encourages
empathically
• Acknowledges
• Restates/repeats
An effective
nonverbal
communicator:
• Relaxes
• Opens up
• Leans toward the
other person
• Establishes eye
contact
• Shows appropriate

26. The 7c’s of effective
communication
1. Completeness
2. Conciseness
3. Consideration
4. Clarity
5. Concreteness
6. Courtesy
7. Correctness.
PRINCIPLES OF
EFFECTIVE
COMMUNICATION
Speed
Clarity
Creation of Impression
Two-way Traffic
Credibility
Content
Completeness
Capability
Accuracy
Economy
Secrecy
safety

27. Completeness
`
•The information conveyed in the
message should be complete for the
communication to be effective.
•The sender must take into
consideration the receiver’s mind set
and convey the message accordingly.
•Complete communication enhances the
reputation of the organization.
•Complete information always gives
additional information wherever
required, it leaves no question in the
minds of the receiver.
•Complete information helps in better
decision making as it serves all the
desired and crucial information.
•Complete information persuades the
audience.
Conciseness
•Conciseness means
communicating what
you want to convey in
least possible words.
•Conciseness is a
necessity for effective
communication.
•Concise
communication provides
short and essential
message in limited
words.
•Concise message is
more appealing and
comprehensive to the
audience.
•Concise messages are

28. Consideration
•Effective communication
must take audience into
consideration by knowing the
viewpoints, back ground,
mindset, educational level,
etc.
•Consideration implies
‘stepping into the shoes of
others’.
•Consideration ensures that
the self respect of the
audience is maintained and
their emotions are not
harmed.
•Consider the needs and
requirements of the audience
Clarity
•Clarity implies emphasizing
on a specific goal or objective
at a time, rather than trying to
move away from track.
•Clarity helps to understand
the message easily.
•Complete clarity of thoughts
and ideas enhances the
meaning of message.
•Clarity comes with the use of
exact, appropriate and
concrete words.

29. Concreteness
•Concrete
communication implies
being particular and
clear rather being fuzzy
and general.
•Concrete
communication shows
good level of
confidence.
•Concrete information
helps to strengthen the
reputation of the
organization.
•Concrete information
cannot be
misinterpreted.
Courtesy Courtesy
•Courtesy means being
polite, kind, judicious,
enthusiastic and
convincing.
•Courtesy is an important
element of effective
communication.
•Courtesy reflects the
nature and character of the
sender of the message.
•It is the same as give
respect and then expect the
same.
•Courtesy is not at all bias
in nature.

30. Correctness
•Correctness in the
communication implies that the
correct information is conveyed
through message.
•Correct communication boosts
up the confidence level of the
sender.
•Correct information has greater
impact on the audience.
•Free from grammatical errors
and use of appropriate and
correct language.
•Correct information includes the
precision and accurateness of
facts and figures used in the
message.

31. FEEDBACK PROCESS

32. FEEDBACK-
Meaning &
Importance
• Berher,” Feedback
is a message that
indicates the
understanding or
agreement between
two or more
communicators in
response to an
original message”.
• Feedback- Direct &
Nature &
Characteristics of
Feedback
• Personal Element.
• Observation.
• Detailed &
Specific.
• Tone.
• Approach.

33. Types of
Feedback
• Self-Feedback
• Listener’s-Feedback
• Positive Feedback
• Negative Feedback
Importance of
Feedback
• Confirmation of
Transmission.
• Seeking Solutions to
Problem.
• Identification of Change
Required.
• Better Understanding.
• Better Planning.
• Overall Coordination.
• Psychological Satisfaction.
• Higher Productivity.
• Employee Development.

34. Developing
Feedback Skills
• Observation without
Judgement.
• Concentration of Specificity.
• Developing Positive &
Constructive Attitude.
• Indicating ways to Improve.
• Generating a Feel for
Receiving Feedback.
• Proper Timing of Feedback.
• Feedback for Agreement.
Characteristics of
Effective
Feedback
• Specific
Purpose.
• Descriptive.
• Usefulness.
• Clarity.
• Timeliness.

35. Receiving Feedback
• Take criticism as advice.
• Make precise & accurate Summary of the criticism.
• Show readiness & inquisitiveness to know about
feedback.
• Take feedback in problem solving way.
• Ask for ways & means of improvement.
• Express gratitude to the person who gave you
feedback.
• Improve the areas wherever required.

38. • Lack of Sensitivity to
Receiver
• Lack of Basic
Communication Skills
• Insufficient Knowledge of
the Subject
• Emotional Interference
• Lacking confidence
Encoding
Barriers
• Physical Distractions
• Channel Barriers.
• Long Communication
Chain.
Transmitting
Barriers
• Lack of Interest.
• Lack of Knowledge.
• Lack of Communication
Skills
• Emotional Distractions
• Information overload
• Conflicting Messages
Decoding
Barriers.
• No Provision for Feedback
• Inadequate Feedback.
Responding
Barriers

39. Over coming the barriers of
effective communication
Effective
Communication skills
Body language
(Smile, Eye contact,
Gestures, tone)
Cultural
Sensitivity
Checking
for understanding
Summarizing
what has been said
Seeking
Participation
Effective Questions
Simple
Words
Connecting with
The audience

40. Definition
• When we fail to reach any of
these objectives, means that
something is not working
properly in the
communication conduct that
something interfered while
sending the messages.
Everything that interferes
with the communication
process is called the
barrier, difficulty or "noise".
• The communication
barriers occur when the
receiver of the
communicated message,
does not receive or
misinterpret the desired
meaning of the transmitter.
• Physical &
Mechanical
Barriers.
• Language or
Semantic
Barriers.
• Socio-
psychological
Barriers.
• Organisational
Barriers.
• Personal

41. Physical &
Mechanical Barriers
• Noise
• Distance
• Time
• Information Overload
• Physical barriers
• Use of Words with
Different Meanings.
• Denotations and
Connotations
Semantic Barriers
• Unclear Message
• Faulty Translation
• Specialist’s
Language
• Unclarified
Assumptions

42. Socio-
Psychological
Barriers
• Difference in Perception.
• Difference in Attitudes.
• Emotions
• Inattention.
• Closed Minds.
• Premature Evaluation.
• Distrust.
• Resistance to Change
• Cultural Differences.
Organisationa
l Barriers
• Status Relationship.
• One-Way Flow.
• Organisation
Structure.
• Rules &
Regulations.
• Distance Barriers.
• Physical Barriers.
• Mechanical

43. Personal
Barriers
• Superiors’ Attitude.
• Lack of Trust in
Subordinates.
• Insistence of proper
Channel.
• Ignoring
Communication.
• Filtering of Information.
• Lack of Time.
• Message Overload.
• Subordinates Attitude.
• Miscellaneous
Barriers.
Barriers to Effective
Communication
– Messages that are unclear,
incomplete, difficult to
understand
– Messages sent over the an
inappropriate medium
– Messages with no provision for
feedback
– Messages that are received
but ignored
– Messages that are
misunderstood
– Messages delivered through
automated systems that lack
the human element

44. Communication structure in organi
Communication structure in organization --Communicating in
the Workplace

45. 16-45
Communication and
Management
• Importance of Good
Communication
– Increased efficiency in
new technologies and
skills
– Improved quality of
products and services
– Increased responsiveness
to customers
– More innovation through
communication
• When managers and
other members of an
organization are
ineffective
communicators,
organizational
performance suffers
and any competitive
advantage the
organization might
have is likely to be

46. The Importance of
Communication Skills
• Ninety-four percent of over
2,000 surveyed executives
ranked “communicating well”
as the most important skill for
success--NFI Research
• Companies included in
BusinessWeek’s list of best
places to work cited
communication skills the most
important trait in a job
candidate—more desirable
than any other trait besides
• Employers surveyed for the
Job Outlook 2009 cited
communication skills along
with related traits such as a
strong work ethic, ability to
work in a team, and initiative
as highly prized qualities in
job applicants.
--National Association of
Colleges and Employers
• Recruiters who assessed MBA
programs gave
“communication and
interpersonal skills” more
ratings of “very important”
than any other attribute.
--The Wall Street Journal

47. Current Challenges for
Business Communicators
• Ongoing
development of
new information
technologies
• Increasingly global
nature of business
• Growing diversity
in the workplace
and in types of
workplaces
• Operational
– Internal
– External
• Personal

48. Communication Networks
• Formal Network
– Well-established, usually along operational
lines
– Depends on certain established forms or
“genres” in the company
– Planned and managed
• Informal Network
– Complex
– Ever changing

49. The Communication Networks in a Division
of a Small Manufacturing Company

50. Factors Affecting the
Communication in a Business
• Nature of the
business
• Operating plan
• Business
environment
• Geographic
dispersion
• People
• Company culture
• Problems are simply a gap
between where you are and
where you want to be.
• Problems range from the well
defined to the ill defined.
– Well defined problems can be
solved by formulas
– Most business-communication
problems are ill-defined
problems requiring analyzing a
unique configuration of factors
to arrive at a somewhat unique

51. The Business Communication
Process

52. The Bottom Line
“The goal of business
communication is to create a
shared understanding of
business situations that will
enable people to work
successfully together.”
• The larger context
– Business-
economic
– Sociocultural
– Historical
• The relationship
of the
communicators
• The
communicators’
particular contexts
– Organizational
– Professional

53. Communication in a cross-
cultural setting

54. The Communication Process
Sensory
Data
Sensory
Data
Sender Receiver
Filters
Beliefs
Values
Questions &
Metaphors
Beh. Type
State
Filters
Beliefs
Values
Questions &
Metaphors
Beh. Type
State
Decision-
Making
Message
Channel
The Bowman Communication Model, 1992-2003
Encoding
Decision-
Making
Encoding

55. 16-55
Communication Skills for
Managers as Senders
–Send clear and complete messages.
–Encode messages in symbols the receiver
understands.
–Select a medium appropriate for the message
and, importantly, one that is monitored by the
receiver.
–Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
–Include a feedback mechanism is in the
message.
–Provide accurate information to avoid rumors.

56. 16-56
Managers as
Senders
• Jargon
– specialized language
that members of an
occupation, group, or
organization develop to
facilitate communication
among themselves
– should never be used
when communicating
with people outside the
occupation, group, or
organization
– Pay attention to what is sent
as a message.
– Be a good listener: don’t
interrupt.
– Ask questions to clarify your
understanding.
– Be empathetic: try to
understand what the sender
feels.
– Understand linguistic styles:
different people speak
differently.
– Speed, tone, pausing all
impact communication.
Managers as
Receivers

57. 16-57
What is the most
important
communication skill
for managers?
A. Be a good listener:
don’t interrupt
B. Be empathetic
C. Ask questions to
clarify your
understanding
D. Understand linguistic
styles
Competent Communicators
are…
• Ethical - This means that a
communicator follows the
morals and codes of
conduct within a society. It
is how a person behaves
and how they treat others.
– They are honest and
truthful.
– They keep confidences and
are cautious about
spreading gossip.
– They consider the needs,
rights, and feelings of other
people.

58. Competent Communicators
are…
• Responsible - This means that they take responsibility
for their own communication choices and behavior.
– They are informed and are able to support what they say with
facts and examples that are true.
– They are logical with developed reasoning skills and the ability
to draw conclusions and reach decisions.
– They are accountable taking responsibility for their information,
decisions and actions.
– They are reliable which means they can be trusted to keep their
word even if a decision may not benefit them.
• Accessible - They tend to value positive
relationships with peers, supervisors, and
clients. They are open and approachable.
They are seen as caring, likable, and pleasant

59. Defensive
Communicatio
n
Defensive Communication -
communication that can be
aggressive, attacking &
angry, or passive &
withdrawing
Leads to
– injured feelings
– communication
breakdowns
– alienation
– retaliatory behaviors
– nonproductive efforts
– problem solving failures
Nondefensive
Communicatio
n
Nondefensive
Communication -
communication that
is assertive, direct, &
powerful
Provides
– basis for defense
when attacked
– restores order,
balance, and
effectiveness

60. Nonverbal Communication
Nonverbal Communication - all
elements of communication that
do not involve words
Four basic types
– Proxemics - an individual’s
perception & use of space
– Kinesics - study of body
movements, including
posture
– Facial & Eye Behavior -
movements that add cues for
the receiver
– Paralanguage - variations in
speech, such as pitch,
loudness, tempo, tone,

61. New Technologies
for Communication
• Informational
databases
• Electronic mail systems
• Voice mail systems
• Fax machine systems
• Cellular phone systems

62. How Do New Technologies
Affect Behavior?
• Fast, immediate
access to information
• Immediate access to
people in power
• Instant information
exchange across
distance
• Makes schedules &
office hours irrelevant
• May equalize group
power
• May equalize group
participation
• Communication can
become more impersonal—
interaction with a machine
• Interpersonal skills may
diminish—less tact, less
graciousness
• Non-verbal cues lacking
• Alters social context
• Easy to become
overwhelmed with
information
• Encourages polyphasic

63. Strive for
message
completeness
Tips for Effective Use of New
Communication
Technologies
Build in
feedback
opportunities
Provide
social
interaction
opportunities
Don’t
assume
immediate
response
Is the
message
really
necessary?
Regularly
disconnect
from the
technology
Provide
social
interaction
opportunities

64. Various stages to
listening
• Hearing
• Focusing on the
message not the
person
• Comprehending
and interpreting
• Analyzing and
Evaluating
• Responding
• Remembering
What is listening
?
• Listening is the
absorption of
the meanings of
words and
sentences by
the brain.
Listening leads
to the
understanding
of facts and
ideas.

65. between
Listening and
Speaking
9%
16%
30%
45%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Writing Reading Speaking Listening
“If we were
supposed to talk
more than listen, we
would have been
given two mouths
and one ear.”
Mark Twain

66. Techniques of active listening
PARAPHRASE
Restate what was
said in your own
words
SUMMARIZE
Pull together the
main points of a
speaker
QUESTION
Challenge speaker to
think further,
clarifying both your
and their
understanding,
however suspend
judgement

67. Reflective Listening
Reflective Listening - the
skill of listening carefully
to another person and
repeating back to the
speaker the heard
message to correct any
inaccuracies or
misunderstandings
This complex
process needs
to be divided to
be understood
What I heard you
say was we will
understand the
process better if we
break it into steps
• Emphasizes
receiver’s role
Helps the receiver
& communicator
clearly & fully
understand the
message sent
Useful in problem
solving

68. Reflective Listening:
4 Levels of Verbal Response
Affirm contact
Paraphrase the expressed
Clarify the implicit
Reflect “core” feelings

69. Five Keys to Effective
Supervisory Communication
• Expressive speaking
• Empathetic listening
• Persuasive leadership
• Sensitivity to feelings
• Informative
management

70. Path for good communication
Listen to
Understand
Understand
before
speaking
Speak to be
understood
Seek
understanding
before
proceeding
Repeat