Communication © . Importance of Good Communication Good Communication allows a firm to Good Communication…

CommunicationCommunication

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Importance of Good Importance of Good CommunicationCommunication• Good Communication allows a firm toGood Communication allows a firm to

– LearnLearn new skills and technologies. new skills and technologies.– Become more Become more responsiveresponsive to customers. to customers.– Improve QualityImprove Quality of their product or of their product or

service.service.– Foster innovationFoster innovation

• Effective communication is needed by Effective communication is needed by all Managers.all Managers.


The Communication ProcessThe Communication Process– Communication consists of two phases:Communication consists of two phases:

1. 1. Transmission phase: Transmission phase: information is information is shared by 2 or more people.shared by 2 or more people.

22. . Feedback phase:Feedback phase: a common a common understanding is assured.understanding is assured.

– Starts with the Starts with the SenderSender who wants to who wants to share information.share information.

• Sender must decide on a message to shareSender must decide on a message to share• Sender also puts the message into symbols Sender also puts the message into symbols

or language, a process called encoding.or language, a process called encoding.Noise: Noise: anything harming the anything harming the

communication process.communication process.© www.paperhint.com© www.paperhint.com

The Communication ProcessThe Communication Process

MessageMessage EncodingEncoding MediumMedium DecodingDecoding

DecodingDecoding MediumMedium EncodingEncoding MessageMessage

ReceiverReceiver(now sender)(now sender)SenderSender

Transmission Phase

Feedback Phase

NOISE


The Communication ProcessThe Communication Process– Messages are transmitted over a Messages are transmitted over a mediummedium to to

a receiver.a receiver.• Medium: Medium: pathway the message is transmitted on pathway the message is transmitted on

(phone, letter).(phone, letter).• Receiver: Receiver: person getting the message.person getting the message.

– Receiver next Receiver next decodesdecodes the message. the message.• DecodingDecoding allows the receiver to understand the allows the receiver to understand the

message.message.• This is a critical point, can lead to mis-This is a critical point, can lead to mis-

understanding.understanding.– FeedbackFeedback is started by receiver and states is started by receiver and states

that the message is understood or that it that the message is understood or that it must be re-sent.must be re-sent.


Communication IssuesCommunication Issues– EncodingEncoding of messages can be done verbally of messages can be done verbally

or non-verballyor non-verbally• Verbal: Verbal: spoken or written communication.spoken or written communication.• Nonverbal: Nonverbal: facial gestures, body language, facial gestures, body language,

dress.dress.– Sender and receiver communicate based on Sender and receiver communicate based on

their their perceptionperception..• Subjective perception can lead to biases and Subjective perception can lead to biases and

stereotypes that hurt communication.stereotypes that hurt communication.• Effective Managers avoid communicating based Effective Managers avoid communicating based

on a pre-set belief.on a pre-set belief.© www.paperhint.com© www.paperhint.com

Dangers of Ineffective Dangers of Ineffective CommunicationCommunication

– Managers spend most of their time communicating Managers spend most of their time communicating so both they and the subordinates must be so both they and the subordinates must be effective communicators. To be effective:effective communicators. To be effective:

– Select an Select an appropriate mediumappropriate medium for each message. for each message.– There is no one “best” medium.There is no one “best” medium.

• Consider Consider information richnessinformation richness: the amount of : the amount of information a medium can carry.information a medium can carry.

– Medium with high richness can carry much Medium with high richness can carry much information to aid understanding.information to aid understanding.

• Is there a need for a Is there a need for a paper/electronic trailpaper/electronic trail to to provide documentation?provide documentation?


Information Richness and Media Information Richness and Media TypeType

Face-to-faceFace-to-facecommunicationcommunication

Verbal communicationVerbal communicationelectronicallyelectronicallytransmittedtransmitted

Impersonal Written Impersonal Written CommunicationCommunication

High Richness

Low Richness


Communication MediaCommunication MediaFace-to-FaceFace-to-Face: : highest information richness.highest information richness.

• Can take advantage of verbal and nonverbal signals.Can take advantage of verbal and nonverbal signals.• Provides for instant feedback.Provides for instant feedback.

– Management by wandering around takes advantage of this Management by wandering around takes advantage of this with informal talks to workers.with informal talks to workers.

• Video ConferencesVideo Conferences:: provide much of this richness. provide much of this richness.– Reduce travel costs and meeting times.Reduce travel costs and meeting times.

Verbal Communication electronically Verbal Communication electronically transmittedtransmitted: : has next highest richness.has next highest richness.

• Phone conversations, but no visual nonverbal cues.Phone conversations, but no visual nonverbal cues.– Do have tone of voice, sender’s emphasis and quick Do have tone of voice, sender’s emphasis and quick

feedback.feedback.


E-Mail TrendsE-Mail Trends– E-mailE-mail use is growing rapidly in large use is growing rapidly in large

firms, and there are even special e-mail firms, and there are even special e-mail etiquette:etiquette:

• Words in all Words in all CAPITALSCAPITALS are seen as are seen as “screaming” at the receiver.“screaming” at the receiver.

• Punctuate your messagesPunctuate your messages for easy reading for easy reading and don’t ramble on.and don’t ramble on.

• Pay Pay attention to spellingattention to spelling and treat like a and treat like a written letter.written letter.

– E-mail has allowed telecommuting, where E-mail has allowed telecommuting, where workers can work from home and be in workers can work from home and be in touch with e-mail.touch with e-mail.


Communication NetworksCommunication NetworksNetworksNetworks show information flows in an show information flows in an

organization.organization.• Wheel Network:Wheel Network: information flow to and from one information flow to and from one

central member.central member.• Chain Network:Chain Network: members communicate with people members communicate with people

next to them in sequence.next to them in sequence.– Wheel and Chain networks provide for little interaction.Wheel and Chain networks provide for little interaction.

• Circle Network:Circle Network: members communicate with others members communicate with others close to them in terms of expertise, office location, close to them in terms of expertise, office location, etc. etc.

• All-Channel Network:All-Channel Network: found in teams, with high found in teams, with high levels of communications between each member and levels of communications between each member and all others.all others.


Communication Networks in Groups Communication Networks in Groups & Teams& Teams

Wheel Network

Circle Network

Chain Network

All Channel Network


Organization Communication Organization Communication NetworksNetworks

Organization chartOrganization chart depicts formal reporting depicts formal reporting channels.channels.

– Communication is informal Communication is informal and flows and flows around issues, goals, and projects.around issues, goals, and projects.

– Vertical Communication:Vertical Communication: goes up and goes up and down the corporate hierarchy.down the corporate hierarchy.

– Horizontal Communication: Horizontal Communication: between between employees of the same level. employees of the same level.

-Informal communications can span levels and -Informal communications can span levels and departments.departments.

– Grapevine: Grapevine: informal network carrying informal network carrying unofficial information through the firm.unofficial information through the firm.


Organizational Communications Organizational Communications NetworkNetwork

Formal Communication

Informal Communication


Technological AdvancesTechnological AdvancesInternet: global system of computer networks

Many firms use it to communicate with suppliers.

World Wide Web (WWW): provides multimedia access to the Internet.

Intranets: use the same information concepts as the Internet, but keep the network inside the firm.

Groupware: software designed to let workers share information and improve communication.

Best for team oriented support.© www.paperhint.com© www.paperhint.com

Communication Skills for Managers Communication Skills for Managers as Sendersas Senders

Send Send clear and completeclear and complete messages. messages. Encode messagesEncode messages in symbols the receiver in symbols the receiver

understands.understands. Select a Select a medium appropriatemedium appropriate for the message for the message

AND monitored by the receiver.AND monitored by the receiver. Avoid filteringAvoid filtering (holding back information) and (holding back information) and

distortion as the message passes through other distortion as the message passes through other workers.workers.

Ensure a feedbackEnsure a feedback mechanism is included in mechanism is included in the message.the message.

Provide accurate informationProvide accurate information to avoid rumors. to avoid rumors.© www.paperhint.com© www.paperhint.com

Communication Skills for Communication Skills for Managers as ReceiversManagers as Receivers

• Pay AttentionPay Attention to what is sent as a to what is sent as a message.message.

• Be a good listener: Be a good listener: don’t interrupt.don’t interrupt.– Ask questions to clarify your understanding.Ask questions to clarify your understanding.

• Be empathetic: Be empathetic: try to understand what the try to understand what the sender feels.sender feels.

• Understand linguistic styles: Understand linguistic styles: different different people speak differently.people speak differently.

– Speed, tone, pausing all impact communication.Speed, tone, pausing all impact communication.– This is particularly true across cultures.This is particularly true across cultures.– Managers should expect and plan for this.Managers should expect and plan for this.


Types of CommunicationTypes of Communication1.1. Oral CommunicationOral Communication

Words Words ArticulationArticulation

2.2. Non-verbal CommunicationNon-verbal Communication Body language Body language Sings and symbols Sings and symbols Territory / Zone Territory / Zone Object languageObject language

3.3. Written CommunicationWritten Communication Reports Reports Illustrations Illustrations Memos Memos Telegrams Telegrams Facsimiles (FAX) Facsimiles (FAX) E-mails E-mails Tenders Tenders Others Others


Oral CommunicationOral Communication• Anything emanating from the mouth is Anything emanating from the mouth is

referred to as oral.referred to as oral.• It has been found that the listener pays It has been found that the listener pays

heed to the verbal content only 7% of the heed to the verbal content only 7% of the time, 38% of the time his attention focuses time, 38% of the time his attention focuses on voice articulation and modulation, and on voice articulation and modulation, and 55% of the time his attention centers on 55% of the time his attention centers on body language or body sport.body language or body sport.

• If all these three components are in If all these three components are in harmony, the listener has no problem in harmony, the listener has no problem in grasping the import of the message. grasping the import of the message.


• Words both denote and connote a Words both denote and connote a meaning.meaning.

• Whenever there is difference Whenever there is difference between the two, it can lead to – “ between the two, it can lead to – “ sarcastic remark”.sarcastic remark”.


Non-verbal CommunicationNon-verbal Communication• Non-verbal communication is a integral Non-verbal communication is a integral

part of us and helps in communicating part of us and helps in communicating effectively.effectively.

• The way an individual position himself, The way an individual position himself, holds his hands, tilts his head, all holds his hands, tilts his head, all transmit volumes about the individual.transmit volumes about the individual.

• Lack of emphasize in this area is due to Lack of emphasize in this area is due to paucity of material and lack of expertise.paucity of material and lack of expertise.

• However, the ‘feel’ for an understanding However, the ‘feel’ for an understanding of body language is present in all.of body language is present in all.


• Each individual has around him four Each individual has around him four zones or territories: the intimate, zones or territories: the intimate, personal, social and public zone.personal, social and public zone.


Written CommunicationWritten Communication• Written communication takes on a Written communication takes on a

number of forms.number of forms.• It is of a formal nature.It is of a formal nature.• Is used mostly for documentation of Is used mostly for documentation of

information or circulation to all information or circulation to all concern. concern.


Difference between Oral and Written Difference between Oral and Written Communication.Communication.

ORALORAL WRITTENWRITTENImmediate feedbackImmediate feedback Delayed feedbackDelayed feedbackShorter SentencesShorter Sentences Longer SentencesLonger SentencesShorter WordsShorter Words Longer wordsLonger wordsMore InformalMore Informal More FormalMore FormalConversational FocusConversational Focus Focus on containFocus on containPrompt Action Prompt Action Delayed ActionDelayed ActionFocus on RelationsFocus on Relations Focus on ActionsFocus on Actions


Less detailed Less detailed technical informationtechnical information

More detailedMore detailed

More personal More personal pronounspronouns

Fewer personal Fewer personal pronounspronouns

Simpler constructionsSimpler constructions More complex More complex constructionsconstructions

More imperative & More imperative & exclamatoryexclamatory

Useful for permanent Useful for permanent recordsrecords

Review is rareReview is rare Possibility of reviewPossibility of review

Focus on grammar is Focus on grammar is littlelittle

Grammar accuracy is Grammar accuracy is ensuredensured


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Communication © . Importance of Good Communication Good Communication allows a firm to Good Communication…