1. MODULE-1
MANAGERIAL
COMMUNICATION

2. CONCEPT OF COMMUNICATION
 Encoding: The process by which an idea is transformed so that it can
be transmitted to, and recognized by, a receiver (e.g., a written or
spoken message).
 Channels of Communication: The pathways over which messages
are transmitted (e.g., telephone lines, mail).
 Decoding: The process by which a receiver of messages transforms
them back into the sender’s ideas.
 Feedback: Knowledge about the impact of messages on receivers.
 Noise: Factors capable of distorting the clarity of messages at any
point during the communication process.

3. DEFINITION OF COMMUNICATION
 What is communication?
 the process of sending and receiving
messeges
 The process by which a person, group, or
organization (the sender) transmits some
type of information (the message) to another
person, group, or organization (the receiver).

4. Characteristics of successful
communication
 Seven Cs
– Candidness (frank, open)
– Clarity
– Completeness
– Conciseness
– Concreteness
– Correctness
– Courtesy

5. OBJECTIVES
 To direct action
 To achieve coordinated action
 To share information
 To develop friendships
 To build trust and acceptance

6. Communication Process Model
 Communication process model breaks down
communication into parts
Message
Encodes Decodes
Sender/ Receive
Receiver r/
Sender
Decodes
Feedback Encodes

8. Communication Process
 Sender: originates a communication message
 Receiver: destination of the communication
 Encoding: sender changes thoughts into symbols
 Decoding: receiver assigns meaning to symbols

9. Communication Process Model
 Message: idea, thought, feeling or opinion to be
communicated (clear or unclear)
 Channel: medium through which the message
travels from sender to receiver
 Feedback: receiver’s response to the
message/indicates the message is seen, heard and
understood

10. Communication Process Model
1. Sender (Encoder)
 Initiates the communication
 If both good and bad news will be
given, the good news should be given
first
 If both a simple and a complex
message will be given, the simple one
should be given first

11. Communication Process Model
2. Message
 Verbal (part of the message that is
heard) and nonverbal (body
language and the surrounding
environment)

12. Communication Process Model
3. Channel
 Means used to convey the message

13. Communication Process
a. Immediate feedback Oral
communication
b. Other party may not understand verbal
channels
c. Other party may be reluctant verbal
channels

14. Communication Process
d. Need to document the communication
written channels
e. Message should have detailed accuracy
written channels
f. Message must be delivered to many
people written channels

15. Communication Process
Types of channels within an organisation
a. Downward Channels: passing information from
superior to subordinate to;
• give job instructions
• bring about understanding of the job
• provide information about procedures
• provide feedback about performances of subordinates

16. Communication Process
b. Upward Channels: provides subordinates
to convey information to their superiors
to;
• gain feedback and learn about problems that
affect efficiency,
• evaluate employee attitudes and perceptions

17. Communication Process
c. Lateral Channels: conveying information between
individuals and units on the same hierarchical level
for;
• the coordination of tasks
• sharing of information,
• problem solving
• conflict resolution
This type of communication is persuasive and
suggestive rather than directive or authoritative

18. Communication Process
d. Informal Channels:
message
grapevine
A B
Single-strand: Each message message
person recieves information C
from one person and
passes it on to one more
A
Gossip: one individual passes
the news to all others
B C D

19. Communication Process / Channel
d. Informal Channels:
Probability: Information is passed on
randomly
Cluster: Channel members selectively
choose their informal communication links

20. Cont…
 Not cooperating confidently.
 Not staying mentally on track.
 Not listening to what you don’t want to
hear.
 Not remaining patient and calm while
driving in crowded talk traffic.

21. Barriers to Communication
Loss by transmission Noise
Poor retention Lack of planning
Poor listening Unclarified assumption
Goal conflicts Semantic problems
Offensive style Cultural
Time and distance Socio-psychologicaL
Abstracting Filtering
Slanting Perception
inferring Information overloaded

22. COMMUNICATION BARRIERS
 Internal Noise
– Occurs inside the sender and receiver
– Beliefs and values
– Faulty assumptions can lead to emotion
– Trigger or hot button words can evoke emotion
– Defensiveness

23. COMMUNICATION BARRIERS
 External Noise
– Occurs outside the sender and receiver
– Can be easier to control than internal noise
– Includes technology
 Semantic Noise
– Occurs when the receiver doesn’t understand a
word or gesture
– Can happen with different cultures
– Technicians using jargon with laypeople

24. Barriers to Communication / Problems
caused by the sender
 Not much information
 Too much knowledge
 Indecission regarding how to present the
information
 The order of the presentation
 Lack of familiarity with the audience
 Emotional conflict
 Lack of experience in speaking or writing

25. Barriers to Communication / Problems in
transmission
 Illegible material as a result of poor
typing, poor photocopying, poor
handwriting
 Poor acustics
 Use of too many transmission links
 Transmission of conflicting messages

26. Barriers to Communication / Problems in
reception
 The surrounding environment
 Receiver’s physical condition
 Receiver’s failure to pay attention to the
message
– Simultaneous receipt of two or more
messages
– Receiver is bored

27. Barriers to Communication / Problems in
receiver comprehension
 Receiver may not understand some of
the words used
 Personal interests
 Emotional responses

28. OVERCOMING COMMUNİCATİON
BARRİERS
 Maintaining similiarity
 Emphasize Description
 Empathy
 Be patient
 Establish rules
 Respects
 Ask Questios

29. Cont….
 Written word
 Time
 Humor
 Always check
 Be positive
 Self respect
 Working hypothesis

30. ROLE OF VERBAL SYMBOLS IN
COMMUNICATION
 Symbols Define
 Symbols Evaluate
 Symbols Organise perceptions
 Symbols allow self-reflection

31. ROLE OF NON-VERBAL SYMBOLS
IN COMMUNICATION
 Express Emotions
 Express interpersonal attitude
 Accompany Speech
 Self-presentation of one’s personality
 Rituals(Greetings)

32. NON VERBEL COMMUNICATION
 NON VERBAL
 Basically it is sending and receiving
messages in a variety of ways without the
use of verbal codes (words). It is both
intentional and unintentional.

33. NON-VERBAL COMMUNICATION
 Components Examples Meanings
Communicated
 Image Clothing, hygiene Values, competence
 Facial Expressions Frown, smile, sneer Unexpressed
feelings
 Eye Movements Looking away, staring Intentions, state of
 mind
 Posture Leaning in, slumped Attitude
 Gestures Handshake, wave Intentions, feelings

34. VERBAL COMMUNICATION
It can be devided in to two parts
 ORAL COMMUNICATION
 WRITTEN COMMUNICATION

35. ORAL COMMUNICATION
 Meetings
 Conference calls
 Phone calls
 Presentations
 Video or audio recordings
 Other forms of oral communication

36. WRITTEN COMMUNICATION
 Letters
 Memos
 Email
 Reports/White Papers
 Web sites
 Promotional Materials
 Other written documents