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8 Communication

Managing communication involves exchanging information between individuals through various processes and channels. Effective communication is essential for organizational success. It can be achieved by understanding communication barriers and utilizing different forms of communication, both verbal and non-verbal. Key aspects of communication include developing messages, transmitting, receiving, and providing feedback. New technologies also facilitate communication in organizations.

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37 views

8 Communication

Managing communication involves exchanging information between individuals through various processes and channels. Effective communication is essential for organizational success. It can be achieved by understanding communication barriers and utilizing different forms of communication, both verbal and non-verbal. Key aspects of communication include developing messages, transmitting, receiving, and providing feedback. New technologies also facilitate communication in organizations.

Uploaded by

Aditya Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Managing Communication

Definition

• Communication is defined as the process by which


information is exchanged between individuals
• The process includes the use of written messages, spoken
words and gestures
• Communication is essential for achieving managerial and
organizational effectiveness
Functions of Communication

• Control
• Motivation
• Emotional expression
• Information
Communication Process

• Developing an idea by sender


• Encoding the Message by sender
• Transmitting the Message
• Reception of the Message by receiver
• Decoding the Message by receiver
• Acceptance or Rejection of the Message by receiver
• Using the information given in the Message by receiver
• Giving feedback to the sender
• Noise
Communication Process
Barriers to Effective Communication
• Filtering: Manipulation of information by the sender so as to
obtain a favorable opinion from receiver
• Selective Perception: Perception of information on the basis of
needs, values, experience and background influencing the
personal interests and expectations
• Defensiveness: An Intentional attempt to block
communication when a threat to self image and prestige is felt
by making sarcastic comments, passing judgments on others
or questioning the motives of the other party
• Language: Age, education and background influence the use
of language by people and the meanings they associate with
words
Dealing with Communication Barriers

• Know your subject/content


• Focus on the purpose
• Know your audience
• Be organized
Basic Forms of Communication

• Non-verbal Communication- Kinesics and Paralanguage

• Verbal Communication- Speaking (Oral) and Listening

• Written Communication- Writing the messages/information


Non-verbal Communication
• Non-verbal communication is the process of
communicating without the use of words(Silent
Language)

• It is defined as the non-word human responses like facial


expressions and gestures and the perceived
characteristics of the environment through which the
human verbal and non-verbal messages are transmitted

• It consists of usage of cues, gestures, vocal qualities,


attitude towards time, spatial relationship, etc that allows
to communicate without words to convey a message
Kinesics- Body Language
• Kinesics is the study of body movements and facial
expressions

• While speaking, people tend to use some body movements,


without even knowing that they are doing so

• Body movements including gestures, facial expressions and


other physical movements convey a certain meaning

• Body language coupled with verbal communication gives


more meaning to a message
Postures, Facial expressions and Oculesics
• Posture means the way people sit or stand that can reveal a lot
about their attitudes and emotions
 Postures portray confidence, anxiety, fear, aggressiveness and a
host of other emotions
 When a person is presenting his/her ideas, his/her posture forms
an important part of the presentation
• Facial expressions: The movements of brow, eyes, root of the
nose, lips, jaws and lower face convey various attitudes and
emotions like surprise, fear, disgust, anger, happiness and sadness
• Oculesics: It deals with eye movement
 Eyes are considered the most revealing facial expressions that
may indicate honesty, confidence, openness and interest
 People who avoid eye contact are usually embarrassed or nervous
 One should make eye contact with people in a ‘Z’ pattern
Standing Postures
Sitting Postures
Facial Expressions
Eye Movements
Gestures
Gestures include the movement of hands, arms and head. The
types are:
• Emblems: Emblems are gestures that have a meaning that is
understood by the public at large

• Adaptors: These are learned behavior patterns that we usually


pick up in childhood

• Illustrators: These gestures go with what we are saying


verbally and tend to depict what is being said

• Regulators: These are gestures that control the communication


exchange
Hand Gestures
Proxemics, Chronemics and Mode of Dress

• Proxemics: It is the study of how people use physical space


around them and what this use says about them

• Chronemics: It is related to effective usage of time. How time


is used also gives others clues about what kind of a person you
are and what can be expected from you in terms of
dependability

• Mode of dress: Physical appearance determines the success a


person will attain at every stage of his/her life and often
creates a first impression
Haptics , Artifacts and Olfactics

• Haptics is any form of interaction/communication


involving touch. Haptic communication refers to the ways
in which people communicate and interact via the sense
of touch

• Artifacts are physical objects, such as clothing, homes,


and cars, that indicate/communicate a person's personal
and social beliefs and habits to others

• Olfactics: It is the sense of smell


Paralanguage
Paralanguage is the study of the way you say and what you say.
The components are:
• Voice Qualifiers: Temporary variations in pitch, volume and rate
of speech

• Vocal Characteristics: The sounds like sighing, laughing, crying,


clearing the throat, whistling and groaning, which serve to
communicate some meaning are called as Vocal Characteristics

• Vocal Segregates: Meaningless words or sounds like


Er…,Umm.., etc that are used as fillers to punctuate or pace-
sentences or are called as Vocal Segregates
Voice Qualities
• Volume: Volume indicates whether a person is louder
or not audible or slightly audible or louder
• Rate of Speech: The speed of speaking words per
minute
• Voice Pitch: It is the degree of highness or lowness of a
vocal sound i.e tone
• Rhythm: It refers to the pattern of voice: whether it is
regular or irregular; whether it flows smoothly or
moves in fits and starts
• Pronunciation: It is the correct oral delivery of a word
• Enunciation: It is pronouncing a word in a clear
articulate manner i.e articulation
Internal Communication Network (Channels)

• Downward Communication

• Upward Communication

• Lateral Communication

• Interactive Communication

• Interactive Communication

• Electronic Communication
Downward Communication (Top to Bottom)

Information flows from superior to subordinates. The purposes


are:
• To give job instructions

• To bring about understanding of the work and its relationship


to other organizational tasks

• To provide information about the procedures and policies

• To provide feedback to the subordinates on their performance

• To instill a sense of mission in the workers


Upward Communication (Bottom to Top)
• Upward communication networks provide subordinates the
means for conveying information to their superiors
• It helps in gaining feedback and learning about problems,
roadblocks, attitudes and perception that are affecting
efficiency
• Techniques to make upward communication effective are:
 The grievance procedure
 Open-door policy
 Counseling, attitude questionnaires and exit interviews
 Participative techniques
 The ombudsperson
Lateral Communication (Cross
Communication)
Lateral Communication channels are used to convey
information between individuals and units in other
departments outside their own chain of command. The
purposes are:
• Coordination of tasks

• Sharing of information

• Problem Solving

• Conflict resolution
Interactive Communication
Interactive Communication constitutes an informal channel of
communication that may be formed by employees in an effort to
circumvent or complement formal channels. Its forms are:
• Networks: A Network is a group of people who develop and
maintain contact with each other to exchange information of
common interest in an informal manner. Types are:
 Internal Networks: Employees from different departments and
business unit
 External Networks: Business partners, customers and
competitors

• Grapevine Communication: Informal channels are collectively


referred to as Grapevine that provides information on the
unwritten rules of the organization and important management
decisions well before they are implemented
How to be a Good Listener
• Be motivated to Listen

• Be prepared to Listen

• Be objective

• Be Alert to all cues

• Make good use of thinking-speaking time difference

• Use feedback

• Practice Listening

• Use verbal and non-verbal cues to encourage the speaker


Communication Technology
• Management Information System(MIS): It is a system that gathers,
organizes and summarizes data and then presents it in a format
customized to the situation and the individual using the information

• Electronic Mail: It is a computer based system which allows people to


exchange messages across the world within a few minutes

• Telecommuting: It involves the accomplishment of all or a part of a


person’s work at home through computer links to the office

• Telecommunication Explosion: It is the convergence of computing and


communication equipment

• Voice Messaging: It allows the receiver to listen to message long after it


has been transmitted

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