Mc Unit-I

Management Communication Management Communication

UNIT-I• Foundations of Business Communication • Nature and Scope • Communication Process • Communication Networks • Barriers to Communication

UNIT-II• Oral Communication• Importance • Business Presentations and Public Speaking• Effective Listening• Meetings and Conferences• Group Discussions and Team Presentations• Types of interviews• Preparing for interviews.

UNIT-III• Written Communication• Importance• Reading and Writing Skills• Business Letters• Business Reports and Proposals• Resume Building• E-mail • Circulars and Notices• Speed Reading, and • Time Management.

UNIT-IV• Non-Verbal Communication• Significance• Types of Non-verbal Communication• Interpersonal Communication: Transactional

Analysis – Johari Window • Group Communication

UNIT-V• Corporate Communication• Ethics in Business Communication• Technology based Communication Tools• Cross Cultural Communication• Business Etiquette.

References• Bovee C.L., Thill J.V. and Chatterjee A: “Business

Communication Today” (Pearson)• Meenakshi Raman and Prakash Singh: “Business

Communication” (Oxford)• Lesikar V.R., and Flatley M.E. : “Basic Business

Communication” (Tata McGraw Hill)• Krizan et al.: “Business Communication” (Thomson)• Scot Ober: “Contemporary Business Communication”

(Biztantra)

8th March 2010To,The Principal, SKIIMS,Srikalahasthi. Respected Sir,

I am Prashanth studying in III year Information Technology in your college. My Student ID number is IT20070934. I am writing this letter to inform you that I am going to undergo a small surgery this 12th March, 2010 to remove stones formed in my kidney. In addition, doctors advised to take complete bed rest for one week after surgery.

So, I kindly request you to understand my situation and grant me leave for two weeks from 10th March 2010. If I wish to attend college soon, I will inform you earlier or if I want to extend my leave, I will inform you the same earlier. Thanking you,

Yours Sincerely,

Prashanth

Sir,

I shall be grateful if you kindly grant me leave for three days with effect from Monday next, because I shall have to go to Delhi to attend the marriage ceremony of one of my cousins there, with my family.

Yours faithfully,

Introduction

• The word communicate has been derived from the Latin word “Communis” or “Communicare” that means to “Share” or “Participate”

• Communication is the process of sending and receiving message.

Definition:1. Communication may be defined as giving, receiving or exchanging information, opinions or ideas by writing, speech or visual means, so that the message communicated is completely understood by the recipient.

2. Communication is a process of passing information and understanding from one person to another

-Keith Davis

3. Communication is any behaviour that results in an exchange of meaning

-The American management Association

Business

An organization or economic system where goods and services are exchanged for one another or for money. Every business requires some form of investment and enough customers to whom its output can be sold on a consistent basis in order to make a profit.

Business Communication

• The process of establishing a common understanding between or among people within a business environment

Benefits of Effective Communication

• Stronger decision making and problem solving• Upturn in productivity• Convincing and compelling corporate

materials• Clearer, more streamlined workflow• Enhanced professional image• Sound business relationship• Successful response ensured

Characteristics of Effective Business Message

• Provide practical information.• How to do some thing, explain why procedures was

changed, highlight the cause of a problem or possible solution, discuss the status of the project etc.

• Give facts rather than impressions.• Information must be clear, convincing, accurate and

ethical.

• Clarify and condense information.• Use tables, charts, photos or diagrams.

• State precise responsibilities.• Business messages are directed specific audience. What

is expected of , or what you can do.

• Persuade others and offer recommendations.• Persuade employers, customers, or clients etc.

Need for Communication

“The need for communication arises from their desire to express themselves in a meaningful manner”

“Desire for communication varies from person to person and from time to time”

Evolution of Communication

Factors responsible for growing importance of communication

(or)Communication in Changing Workplace

(or)Communication Challenges in Today’s Workplace

• Advancing Technology• Global Communication• The information age• Team based business environments• Growth in size of business or organization• Growth of trade unions• Public Relations

Forms ofCommunication

According to structure of Organization

According to direction of flow

According to Way of

expression

• Formal Communication• Informal Communication

According to structure of Organization

According to direction of flow

• Upward Communication • Downward Communication• Horizontal Communication• Diagonal Communication

Chairman

BOD

Vice-Chairman

Managing Director

Managers

Plant Production Finance

Marketing

HR

Operational Level Workers

Upward Channel of Communication

Chairman

BOD

Vice-Chairman

Managing Director

Managers

Plant Production Finance

Marketing

HR

Operational Level Workers

Downward Channel of Communication

Horizontal flow of Communication

ADMINISTRATION

PRODUCTION

PURCHASE

ACCOUNTS

SALES

PUBLIC RELATIONS

Diagonal Communication Channel

TOP MANAGEMENT

MANAGER MANAGER MANAGER

Horizontal

Diagonal

Dow

nw

ard

Upw

ard

According to

Way of expression

Oral Communication

Non-verbal Communication

Visual Communication

Audio-Visual Communication

Silence Communication

Written Communication

Other types of Communication

• Personal communication & Business communication

• Internal Communication & External Communication

• Mass Communication• Global Communication• Interactive Communication• Grapevine

Communication in Organizational Setting

Planned communication among insiders (letters, reports, memos, e-mail) that follows the company’s chain of command

Planned communication with outsiders (letters, reports, memos, speeches, websites, and news release)

Casual communication among employees (e-mail, face-to-face conversations, and phone calls that do not follow the company’s chain of command)

Casual communication with suppliers, customers, investors and other outsiders (face-to-face conversations, e-mail and phone calls)

Internal External

Form

al

Info

rmal

Elements Of Communication

• Message – The actual message that is sent

• Sender - The information or idea the sender wants to give the receiver

• Encoding- Changing the message into symbols

• Channel – letter, fax, phone call, E-mail etc.

• Receiver - The information the receiver gets

• Decoding – converts the symbols into message

• Acting – Interpret the message

• Feedback – The receiver’s response to the message

The Communication ProcessThe Communication Process

ChannelAnd Medium

Six-PhaseProcess

ChannelAnd Medium

Six-PhaseProcess

Phase 1:Sender Has

an Idea

Phase 1:Sender Has

an Idea

Phase 3:Sender Transmits

Message

Phase 3:Sender Transmits

Message

Phase 2:Sender Encodes

Idea

Phase 2:Sender Encodes

Idea

Phase 6:Receiver

Sends Feedback

Phase 6:Receiver

Sends Feedback

Phase 4:Receiver Gets

Message

Phase 4:Receiver Gets

Message

Phase 5:Receiver Decodes

Message

Phase 5:Receiver Decodes

Message

Situation

Sender’s Role

• Selecting the type of message• Analyzing the receiver• Using the you-viewpoint• Encouraging feedback• Removing communication barriers

Receiver’s Role

• Listening or reading carefully• Being open to different types of senders and to

new ideas• Making notes when necessary• Providing appropriate feedback to the sender• Asking questions to clarify the message

Communication Process

Sender MessageReceived Message

ReceiverDecodingMediu

mEncoding

Feedback

Goals of Business Communication

1. Receiver understanding

2. Receiver response

3. Favorable relationship

4. Organizational goodwill

Formal Communication• Under formal communication, the message

flows according to a fixed and prescribed way. Communication having official backing and sanction. (Through Proper channel)

Characteristics of Formal Communication

• Objectives well defined

• Authority• Fixed channel• Job specification• Conversion

• Delay• Correct

information• Official Backing• Rigid• Applicability

Merits of Formal Communication

• Correct information• Official Backing• Existence of

authority• Message handling• Absence of leader

• Effective communication

• Support from top• Organizational

efficiency• Uniformity in

transmission• No Grapevine

• Delay• Absence of outside

interface• Information overload• Slow transmission• Downward Channel• Absence of feedback• No public relations

Demerits of Formal Communication

Informal Communication

• It arises on account of informal relationship between the person concerned.

• Informal Communication grows spontaneously from personal and group interest.

• Small informal groups are formed on the basis of work and social relationships

Formation of Informal groups

• Informal Groups are formed because of the following reasons• Physical Location• Common Interest• Common Purpose

• Origin• Purpose• Size• Nature of group• Conversion• Number of groups• Authority• Rules and Procedure• Channel and media of communication• Abolition

Characteristics of Informal Communication

• Saves Time• Speed• Immediate response• Public relation• Feedback• Creation of ideas• Tools of management• Accurate information• Avoids Misunderstandings• Morale uniting force

Merits of Informal Communication

• Rumors • Distort• Inadequate• Improper communication• No authority• No overload of work• Overlooking superiors• Interpretation Changes

Demerits of Informal Communication

Difference between Formal Communication and Informal Communication

• It is based on formal organizational relationships

• The channels of communication are prescribed.

• It is rigid as deviations are not allowed.

• The speed of message travel is slow because of formalization.

• Chances of message distortion are low.

• It is treated as authentic

• It emerges out of social interactions among the people.

• Channels of communication depend on individuals relationships.

• It is quite flexible because nothing is prescribed

• Message travels faster

• Message is often distorted

• It is not authentic even if the message is correct.

Four Functions of Four Functions of CommunicationCommunication

Functions ofFunctions ofCommunicationCommunication

Functions ofFunctions ofCommunicationCommunication

ControlControlControlControl MotivationMotivationMotivationMotivation

EmotionalEmotionalExpressionExpression

EmotionalEmotionalExpressionExpressionInformationInformationInformationInformation

Functions of CommunicationFunctions of Communication

• ControlControl• Formal and informal communications act to Formal and informal communications act to

control individuals’ behaviors in organizations.control individuals’ behaviors in organizations.

• MotivationMotivation• Communications clarify for employees what is to Communications clarify for employees what is to

done, how well they have done it, and what can done, how well they have done it, and what can be done to improve performance.be done to improve performance.

Functions of CommunicationFunctions of Communication

• Emotional ExpressionEmotional Expression• Social interaction in the form of work group Social interaction in the form of work group

communications provides a way for employees communications provides a way for employees to express themselves.to express themselves.

• InformationInformation• Individuals and work groups need information to Individuals and work groups need information to

make decisions or to do their work.make decisions or to do their work.

• Getting jobs you want• Gaining promotions• Providing leadership• Being productive on the job• Relating positively to others• Assuring success of your

organization

The Importance of Communicating Effectively

Communication Network

• A network is a structured fabric of the organization, made up of system of lines, or channels, which are interconnected. Communication networks are those network channels or lines used to pass information serially from one person to another.

• Organizational communication is made up of two types of channels which are formal and informal.

Formal Communication Network

ChainWheel

Circular Free FlowInverted


• Single Chain: • Single chain communication network exists

between a superior and his subordinate. • Communication flows downward or upward

through each successive level. • Communication flow through the chain may

be orderly and easy to control but it is very time consuming.

Chain


Wheel

• Wheel: • In wheel network, all subordinates

under one superior communicate through him only as he is hub of the wheel

• In this network, problem of co-ordination is main drawback.


Circular

• Circular:• In circular network, the communication

moves circle. Each person can communicate with his adjoining two persons.

• In this network communication flow is slow.


Free Flow

• Free Flow: • In this network, each person can

communicate with others freely.• In this network, communication flow is

fast but problem of co-ordination exists. • This is followed in free-form organization.


Inverted

• Inverted: • In this network, an individual is allowed to

communicate with his immediate superior as well as his superior's superior

Informal Communication Network

Single Strand Gossip Probability Cluster


Single Strand

• Single Strand: • The individual communicates with other

individuals through intervening persons.


Gossip

• Gossip Network: • The individual communicates non

selectively.


Probability

• Probability Network:• The individual communicates randomly with

other individuals according to the law of probability.


Cluster

• Cluster Network: • The individual communicates with only those individuals

whom he trusts. • Out of these informal networks, the cluster is the most

popular.

Barriers to Communication

• Physical Barriers• Noise• Time and distance

• Lack of planning• Semantic Problems• Cultural Barriers• Wrong assumptions

• Selective Perception• Filtering• Information Overload• Poor Listening• Goal Conflict• Offensive style of

communication• Insufficient period for

adjustment

Noise

• Noise in a factory• Poor telephone line• Faulty TV cable• Adverse weather conditions interfering

transmission• Technical problems in public address

system

Time & Distance• Telecom and network facilities are not

available• Different shifts/meeting at wrong time,

phone call at wrong time affect the communication

• Faulty sitting arrangement at office may create communication gaps

Lack of Planning

• Not properly organized/composed• Transmitted through a wrongly chosen

medium• Wrong choice of time• Wrong choice of place

• Interpretation of words- Variety of meaning• E.g.: What is the meaning of word value?

• What is the value of this ring?• What is the value of learning about

communication?• I value my good name.• I got good value for my money.

Semantic Problems

• Bypassed instructions• E.g. An office manager handed to a new

assistant one letter with the instruction, ”Take it to our stockroom and burn it.”

Cultural Barriers

Same category of words, symbols, actions, colors mean different things to people of different countries/cultural backgrounds

• All communications are made under some assumptions, which are never communicated

• They may turn out wrong & cause communication failure

• E.g. we often assume that others – See the situation as we do Should feel about the situation as we do Think about the matter as we do Understand the message as we understand it

Wrong assumptions

• Receivers selectively see and hear depending upon their needs, motivations, background, experience and other personal characteristics

Selective Perception

• Sender manipulates information in such a way that it will be seen more favorably by the receiver

• The more vertical levels in the hierarchical system, the more chances for filtering

Filtering

Information Overload

Availability of huge amounts of data which the receiver is unable to handle effectively

• Poor listening and hasty evaluation is a major problem

• Reason is mostly people are too much involved in their own problems, so we should keep our eyes, ears and mind open.

Poor Listening

Goal Conflicts• Various units and sub units in an organization internalize

their own goals, leading to splitting or bifurcation of interests

• Goal Conflicts act as communication-reduction mechanism.

When a manager sends a message in such a way that the juniors become defensive he/she contributes to negative factor of poor interpersonal relationship.

Offensive Style of Communication

Insufficient Period for Adjustment• Change in shifts in time, transfer to another department, change in profile,

…• People respond to change in different ways and require their own time to

think about full meaning, implications and consequences of the message

• Socio-Psychological barriers• Attitudes and opinions• Emotions• Closed Mind• Status-Consciousness• The Source of information• Inattentiveness• Faulty Transmission• Poor retention• Unsolicited communication

Barriers to Communication

Attitudes and opinions

• We react favorably or are hostile according as the information is to our personal advantage

Emotions

• We can neither transmit nor receive anything correctly if our mind is agitated.

• Anger is the worst enemy of communication

Closed mind

• We hold our opinion so rigidly that we just refuse to listen.

Status-consciousness

• We are over-conscious of our lower or higher rank and do not express ourselves candidly.

The Source of information

• We react according to the trust we repose in the source from which the communication originates.

Inattentiveness• Unconsciously we become inattentive if the

communication contains a new idea and our mind refuses to respond to it.

Faulty transmission• Part of the message is lost in transmission.

Poor retention• Oral message in particular are lost due to poor human retention.

Unsolicited communication

• We are unresponsive if the communication is unsolicited.

• Lack of Planning• Wrong choice of

Medium/Channel• Choice of wrong language• Different perception of reality

Barriers at Sender Level

• Poor listening• Inattention• Mistrust• Lack of interest• Attitudinal clash with the sender• Not in a fit physical states

Barriers at Receiver Level

How to Overcome from Communication Barriers

• Orientation• Suitable language usage• Good listening• Clarity in message• Knowing the receiver• Interpersonal communication• Feedback

Documents

Mc Unit-I