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1. MANAGERIAL COMMUNICATION S1 MBA

2. Communication Communication is the process of exchanging information, ideas, or opinions between two or more people, with the goal of ensuring that the message is understood by everyone involved.  Business Communication Business communication is the process of sharing information between people within and outside a company. Why business communication? Exchange of ideas Achieve targets Avoid duplication Grievance and problems management Crisis management

3. Communication: Definition The process involves exchange of ideas. The ideas should be accurately replicated .( The sender should be assured of the exact replication . The purpose is to call forth desired action .

4. One-way and Two-way Communication

5. 7 Cs/ Principles of Communication Clear or Complete C larity C oncise C ourtesy C orrectness C oncrete C onsideration

6. Clear When writing or speaking to someone, be clear about your goal or message. What is your purpose in communicating with this person? If you're not sure, then your audience won't be sure either. To be clear, try to minimize the number of ideas in each sentence. Make sure that it's easy for your reader to understand your meaning.

7. CLARITY Clarity implies emphasizing ( ) on a specific message or goal at a time, rather than trying to achieve too much at once .

8. CONCISE Conciseness means wordiness, i.e , communicating what you want to convey in least possible words When you're concise ) in your communication, you stick to the point and keep it brief

9. COURTESY Courtesy in message implies the message should show the sender’s expression as well as should respect the receiver. The sender of the message should be sincerely polite, judicious, reflective and enthusiastic .

10. CORRECT Correctness in communication implies that there are no grammatical errors in communication.

11. Bad Example TO Mr Daniel From David Cheef Operation Officer Hi Daniel, Thanks so much for meeting me at lunch today! I enjoyed our conservation, and I'm looking forward to moving ahead on our project. I'm sure that the two-weak deadline won't be an issue. Thanks again, and I'll speak to you soon! Best, David

12. CONCRETE When your message is concrete, then your audience has a clear picture of what you're telling them ..

13. CONSIDERATION Effective communication must take the audience into consideration, i.e , the audience’s view points, background, mind-set, education level, etc. Make an attempt to envisage your audience, their requirements, emotions as well as problems. Ensure that the self-respect of the audience is maintained and their emotions are not at harm. Modify your words in message to suit the audience’s needs while making your message complete .

14. Process of Communication Process of Communication consists of the following eight components which are inter-related 1. Idea 2 . Sender 3 . Encoding 4 . Message 5 . Channel & Medium. 6 . Receiver/ Decoder 7 . Decoding 8 . Feedback

15. Idea 1. Every message, whether oral or written, has its origin in an idea that germinates in the mind of the sender of the message. Every idea refers to some context. Thus the idea or information that the sender wants to convey to the receiver is the source of the message in the communication process .

16. 2. Sender / Encoder The person who initiates the communication process is referred to as the encoder. The process of communication begins with the sender who identifies the need to communicate. The sender must have a clear picture in his mind about what he wants to communicate and should accordingly select symbols, words, images, etc. The sender must identify his audience and formulate the message in such a way that the receiver understands fully what he intends to convey and interprets it within the same context.

17. 3.Encoding Encoding is the process of turning thoughts into communication. It involves using symbols to express an idea, and the encoder must consider how the message will be received by the audience

18. 4. Message A message is an idea transformed into words. It can be expressed in different ways depending upon the subject-matter, purpose, audience personal style and cultural background of the sender .

19. 5. Channel and medium An appropriate medium chosen to send the message is known as channel. It is the vehicle which facilitates the sender to convey the message to the receiver. Channel is a system used to transmit a message, whereas medium is one of the forms/ types used under that system. For example oral communication is a channel and telephone conversation is a medium. There are three broad channels of communication and there are several media under each. These are listed below:

20. Classification of channels of communication: Visual channel: Facial expression, body language, posture, gestures, pictures & written words, electronic mails, mass media, cinema , television , video-tapes, video conferences , video chat, etc. Auditory channel: Spoken words, sounds, telephone or mobile communications, delivering audio content (radio, voicemail), etc. Written letters , memos, reports , manuals , notices , circulars , cuestionareis, minutes, emails, faxes, etc . Tactile channel: Touch sensations, therapeutic touch, etc. Combined channel: Audiovisual media, consoling a person with touch & spoken words.

21. 6. Receiver/ Decoder The person who receives the encoded message is referred to as receiver. The receiver may be an individual or a group of individuals. As communication is a two-way process, the receiver is as important as the sender of the message. A receiver may be a listener or a reader or a viewer of the message. He not only receives the message but also tries to understand, interpret and perceive the total meaning of the message.

22. 7. Decoding It is a process by which the receiver interprets the message and translates it into meaningful information. The meaning of the message is the sum total of the meanings of the words ( symbols) together with the tone and the attitude of the sender as reflected by his choice of words and the structure of the message.

23. 8. Feedback Feedback is the response given by the receiver of the message to the sender of the message. When the encoder receives feedback, he gets to know that communication has been accomplished. Feedback can be immediate, later, can be positive or negative. It can be verbal or non verbal. In communication feedback plays an important role. It ensures that the receiver has received the message and understood it just as it was intended by the sender. Feedback is the most important component of communication. Without feedback, the communication process is incomplete.

24. Example: A student, who lives in a hostel, wants some money. She writes a letter to her father asking him to send her money. The father sends money, along with a letter. In both cases (sending money and sending the letter), the father is responding to the communication initiated by his child. Encoder: the student/ child Message: needs money Channel: written communication Medium: a letter Decoder: the father Feedback: sends money and letter Message conceived:- is to form or develop in the mind Message perceived: the way the receiver senses the message either by hearing or watching. Message decoded: The receiver has to understand the message that the sender has just sent. This could be misunderstood easily by interpreting words differently. Message understood: At this stage the message is understood, if not the cycle has to start again.

25. TYPES OF COMMUNICATION S1 MBA

26. TYPES OF COMMUNICATION

27. TYPES OF COMMUNICATION VERBAL COMMUNICATION Oral Communication : Communication through spoken words Written Communication : Communication through written words Communication with the use of actual words are known as verbal communication

28. TYPES OF COMMUNICATION ORAL COMMUNICATION ADVANTAGES Immediate feedback time saving builds healthy climate personal touch economical opportunity to correct helps in understanding the audience

29. TYPES OF COMMUNICATION WRITTEN COMMUNICATION ADVANTAGES Creating records Builds up legal defenses Uniformity in policies and guidelines Accuracy and dependability Permanent Responsibility can be assigned LIMITATIONS Unmanageable clutter of files T ime consuming No immediate feedback Costly in money and manpower Ineffective for illiterate people Absence of immediate clarification

30. TYPES OF COMMUNICATION NON-VERBAL COMMUNICATION Sign Language : Communication with the use of audio-visual signs Body language : Communication through body postures, facial expressions etc…

31. TYPES OF COMMUNICATION SIGN LANGUAGE ADVANTAGES Easy conveyance of message interesting and motivating useful for illiterate workers effective way of advertising LIMITATIONS elementary or simple communication requires skill to make the message chance of misunderstanding spot correction not possible

32. TYPES OF COMMUNICATION BODY LANGUAGE Head Face Eye Contact Gestures Posture

33. Role of feedback in communication Communication is the exchange and flow of information and ideas from one person to another. It involves a sender transmitting an idea, information, or feeling to a receiver. Effective communication occurs only if the receiver understands the exact information or idea that the sender intended to transmit. Feedback is essential in communication so as to know whether the recipient has understood the message in the same terms as intended by the sender and whether he agrees to that message or not. Receivers are not just passive absorbers of messages. They receive the message and respond to about the subject matter about what they have understood. This response of a receiver to sender’s message is called Feedback. Sometimes a feedback could be a non-verbal, smiles, sighs and other times, it is oral. It can also be written like replying to an e-mail, etc.

34. BARRIERS TO COMMUNICATION S1 MBA

35. BARRIERS TO COMMUNICATION PHYSIOLOGICAL BARRIER Poor retention due to memory problem ( Lack of attention ( Discomfort due to illness Hearing problems Poor listening skills Information overload Gender physiological differences ( )

36. BARRIERS TO COMMUNICATION OVERCOMING PHYSIOLOGICAL BARRIER Keep in each other’s retention & recollection abilities. Pay attention during the sharing of information Ensure each other comfort. ( ) . The limitation of hearing abilities must keep in mind. ( Active listening. Information overload must avoid.

37. BARRIERS TO COMMUNICATION ENVIRONMENTAL BARRIER Loud background noise Poor lighting Uncomfortable setting Unhygienic surrounding & bad odour( Very hot or cold room Distance

38. BARRIERS TO COMMUNICATION OVERCOMING ENVIRONMENTAL BARRIER Good lighting must be ensured to facilitate nonverbal communication. A comfortable seating arrangement. A hygienic & odour -free environment.

39. BARRIERS TO COMMUNICATION PSYCHOLOGICAL BARRIER Misperception& misunderstanding ( Distrust & unhappy emotions( Emotional disturbances ( Psychotic or neurotic illness ( Worry & emotional disturbances (, Fear, anxiety & confused thinking (

40. BARRIERS TO COMMUNICATION OVERCOMING PSYCHOLOGICAL BARRIER Happy & trustworthy manner ( ) Should not harbor negative emotions ( Avoid feeling of prejudice, resentment & antagonism. ( Free from fear, anxiety & confusion (

41. BARRIERS TO COMMUNICATION SOCIAL BARRIER Diffidence in social norms, values & behavior Social taboos ( Different social strata ( CULTURAL BARRIER Ethnic, religious & cultural differences Cultural tradition, values & behavior

42. BARRIERS TO COMMUNICATION OVERCOMING SOCIAL BARRIER The difference in social norms, values & behavior must be taken into consideration. Social beliefs must be kept in mind. OVERCOMING CULTURAL BARRIER Consider cultural differences Consider cultural traditions, values & behavior.

43. BARRIERS TO COMMUNICATION SEMANTIC BARRIER(language or logic) Language barriers Faulty language translation Individual differences in expression & perception

44. BARRIERS TO COMMUNICATION OVERCOMING SEMANTIC BARRIER Use the same language Considered difference in the expression & perception of message

45. BARRIERS TO COMMUNICATION ORGANIZATIONAL BARRIER Organizational policy, rules & regulation ( Technical failure Time pressure document submissiin time... Work time etc.. Complexity of organization structure due to hierarchy Size of the organization

46. BARRIERS TO COMMUNICATION OVERCOMING ORGANIZATIONAL BARRIER Considered Organizational policy, rules & regulation. Organization structure must be simple & noncomplex Large organization must divided into smaller subset

47. BARRIERS TO COMMUNICATION COMMUNICATION PROCESS RELATED BARRIER Unclear & conflicting message Stereotypical approach ( Inappropriate channels ( Lack of or poor feedback (

48. BARRIERS TO COMMUNICATION OVERCOMING COMMUNICATION PROCESS RELATED BARRIER An appropriate channel must be used. A stereotypical approach must be avoided in communication. The message must be clear & non-conflicting Proper feedback must be ensured by the recipient.

49. impromptu Communication Impromptu communication is speaking without much or any preparation, An impromptu speech is given with little or no preparation, yet almost always with some advance knowledge on the topic. This is sometimes referred to as “off the cuff” or “spur of the moment”. For example, in class, a teacher may ask a student to give a short impromptu speech about a topic that was in the assigned readings. Business meetings may also start with everyone talking briefly about what they have done recently on the project.

50. Tips on giving an impromptu speech 1. Make some quick notes The first thing you should do when asked to speak is to grab a pen and a piece of paper (or napkin – whatever you can find to write on). Jot down a few initial ideas, or even just a few words that you can expand upon during your speech. If you don’t write anything else, make sure you’ve written down your  starting  and ending sentences, as these are the most important.

51. 2. Decide on the tone Next, think about what tone to speak in. This will depend on the type of event you’re at. For example, at a wedding, you would speak informally, and you can have fun with the speech, whereas at a business conference you would speak more formally and stick to a professional tone.

52. Why managers need to communicate effectively? To give and receive information To provide advice To provide counselling To issue orders and instructions To impart education and training To convince and persuade people To issue warnings and notices To motivate people To receive suggestions

53. Seven Cardinal mistakes Managers make while communicating Communicating without knowing the problem properly. Underestimating the intelligence of others. Using inappropriate channels of communication Believing that words speak louder than action

54. Seven Cardinal mistakes Managers make while communicating Listening only to good news Playing guessing games with employees Rarely talking to employees

55. What should a manager do while communicating? He should stay focused. Should subdue his inner thoughts. He should not dominate conversations. He should not plan responses. He should not interrupt the speaker. He should take mental notes while listening. He should not jump to conclusions.

56. Contd…. He should engage in open-ended questions. He should indicate his engagement by correct gesture and proper eye contact. He should occasionally nod his head to show his understanding. He should jot down the key points while listening.

57. Contd…. He should clarify points that he does not understand. Ignore distractions. Build Rapport with the clients. Build humor into the talk. Repeat the key points frequently to reinforce. Use ample illustrations, graphics, examples to appeal to all kind of customers

58. Seven Cardinal mistakes Managers make while communicating Listening only to good news Playing guessing games with employees Rarely talking to employees

59. Thank You