MANAGERIAL COMMUNICATION SKILL, people,team

Communicating with team, ethics, types of communication, skill required.

1. Module-1 MANAGERIAL COMMUNICATION

2. Hearing Seeing Smell Touch Taste Communication is a Series of Experiences of

3. What is Communication? The word Communication (derived from the Latin ‘ Communicare ’ it means ‘to share’) is the act of sharing ideas, emotions, and feelings between two or more people.

4. Definition Communication means an exchange of facts, ideas, opinions and emotions between two / more persons.

5. Communication is one of the most basic functions of management, the manager can make a good decision, think out well conceived plans, establish a sound organization structure, and even be well linked by his associates. Communication is essential for achieving managerial and organizational effectiveness.

6. Objectives of Communication To provide orientation and induction to the new person. To assign work and give instructions to the subordinates about the assignments. To develop understanding and creative solution through active and inactive participation of members. To keep superiors informed about the progress and problems of the operations.

7. To exercise control on the use of human and non-human resources or inputs. To enhance ability to work through training and development. To encourage people to contribute their best in the form of suggestions and recommendations. To allow the people to ventilate their feelings in the form of suggestions written / oral. To enhance the effectiveness of the decision by providing relevant information and encouragement of discussions.

8. To develop the goodwill and brand image of the org. through publicity before the outsiders. To enhance work efficiency through latest technology, adoption of state of art and by redefining priorities continuously.

9. Importance of Communication Communication is the heart of any organization. Everything you do in the workplace from the results of communication. While developing your career you will get to know why communication is important. In the Organization: Communication plays a very important role in the management of any organization. As it is a tool for sharing thoughts, ideas, opinions and plans in various parts of an organization. Good communication is required not only in building relationships but also for a successful business. That is why communication is having tremendous importance in the organization. Communication helps to increase efficiency at the workplace.

10. Importance of Communication Importance for Individuals: Communication is important to express oneself. It also satisfies one's needs. One should have effective communication for advancement in the career. In your personal life, effective communication skills can smooth your way and your relationships with others by helping you to understand others, and to be understood. To Secure an Interview: To secure yourself in the interview you should communicate confidently and clearly. Good communication skills would help you to get selected for the job.

11. Importance of Communication For Motivation: Communication is a basic tool for motivation. This can improve the morale of the people. To Increase Productivity: With effective communication, you can maintain relationships. It helps to increase productivity. To Develop Professionalism in Students: In the future students will become doctors and then they need to communicate effectively with their patients. They need empathy, friendliness in their profession for interacting with patients. In the future students will become political / business, entrepreneurs, and leaders, in all these fields they need to communicate effectively.

12. Importance of Communication To Increase the Quality of Being Friendly With Others: It is important to be friendly with others. Good communication builds strong friendships. It will give confidence. In this way, communication skills enhance the ability to understand and share the feelings of each other. It is important for making friendly relationships.

13. COMMUNICATION NETWORK Formal Network Models:- There are five common communication networks that come into play in formal communication in an organization as discussed below: Chain network represents a vertical hierarchy in which communication can flow only upward or downward. We can find this type of network in direct line of authority communication with no deviations.

14. B. Y- network is in effect a multi-level hierarchy and a combination of horizontal and vertical flow of communication. If we turn the Y upside down, we see two subordinates reporting to one senior, with two levels of authority above the later.

15. C. Wheel network refers to several subordinates reporting to a superior. This is a combination of horizontal and diagonal flow of communication. But here though the subordinates are of equal rank, all of them report to one superior, and without any interaction between themselves.

16. D. Circle network: allows employees to interact with neighboring members but no further. Look, for example, at this three-level hierarchy. There is vertical communication between superiors and subordinates, and horizontal communication only at the lowest level

17. E. All-channel network: which is least structured, enables each employee to communicate freely with the others. There are no restrictions on who can communicate with whom. All are equal as no one employee formally or informally assumes a leading role. Hence, everybody’s views are equal and openly shared.

18. Finally for effective use of communication networks, we need to remember the following: No single network is suitable for all occasions. The wheel and all-channel networks are preferred if speed of communication is a priority. The chain, Y and wheel networks serve best when accuracy is crucial.

19. (2) Informal network Models: Every organization has one informal communication network-the “grapevine”, that supplements official channels. The informal flow of communication follows no set lines, nor any definite rules, but spreads like a grapevine in any direction, anywhere and spreads fast. Keith Davis classifies the grapevine in to four basic types.

20. Single strand - It involves the passing of information through a long line of persons to the ultimate recipient. A B C D E F ************ N Gossip- In gossip chain A actively seeks and tells everyone. Single individuals spread the news.

21. Characteristics of Grapevine Probability- It is a random process in which A transmits the information to others non selectively, in accordance with the laws of probability and then these others tell others in a similar manner.

22. Cluster :- A selectively tells persons in whom he has trust and confidence. Others also relay the information selectively fig. shows left out individuals Q, P and R.

23. Characteristics of Grapevine Advantages Disadvantages In general, the grapevine is If information from the grapevine is blindly accepted it may Not expensive Reveal some degree of error Rapid Be harmful in case it is baseless or imaginary Multidirectional Lead to misunderstanding because of incomplete information

24. If carefully cultivated, is capable of resolving conflicts Not be reliable, as nobody takes the responsibility for it A measure of public opinion Cause damage to the organization because of its excessive swiftness at times (e.g. a baseless rumor that is not clarified in time will be accepted as truth causing a negative impact) Serve as an outlet for anxieties, worries, frustration Promotes unity, solidarity Voluntary and unforced

25. To effectively use this channel, organizations. Should not ignore information received through the grapevine; Should use this channel to supplement the formal channel; Should identify but not threaten the main sources of information; and Should try to understand the human relationships involved in Grapevine C.

26. Process of Communication

27. Communication consists of the following eight components which are inter-related. Idea

28. 1. Idea 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.

29. 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.

30. 3. Encoding Encoding takes place when the sender formulates his idea into a message to be transmitted to the receiver, using a series of symbols- verbal/ or non-verbal, written or oral. The sender should encode the message keeping in mind the purpose of communication and should select words or symbols that help the receiver understand the communication correctly and to achieve the expected feedback. Encoding is a process of creating a message for transmission by an addresser to an addressee.

31. 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.

32. 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.

33. 6 . 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.

34. 7 . Receiver 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.

35. 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.

36. Forms of Communication

37. FORMS OF COMMUNICATION Interpersonal communication Intrapersonal Communication Small Group communication One-to-group communication Mass communication

38. O NE - TO - GROUP COMMUNICATION involves a speaker who seeks to inform, or motivate an audience. Example is a teacher and a class of students.

39. S MALL G ROUP COMMUNICATION is communication within formal or informal groups or teams. It is group interaction that results in decision making, problem solving and discussion within an organization. Examples would be a group planning a surprise birthday party for someone. A team working together on a project.

40. I NTRAPERSONAL C OMMUNICATION is communication that occurs in your own mind. It is the basis of your feelings, and beliefs. Examples are when you make any kind of decision – what to eat or wear. When you think about something – what you want to do on the weekend or when you think about another person.

41. Examples are when you are talking to your friends. A teacher and student discussing an assignment.

42. Role of Verbal and Non- Verbal Symbols in Communication

43. Characteristics of Oral and Written Communication Oral communication and written communication are two fundamental modes of human interaction, each with its own set of characteristics. Here are some key characteristics of each:

44. Methods of Non- Verbal Communication

45. Body Language

46. Barriers to Effective Communication Communication is defined as the process by which information is exchanged between individuals through a system of signs, symbols. The concept of communication involves a sender, a message and a recipient. The sender sends the message and the recipient is the receiver of the message. The process of communication is never smooth as it is affected by the barriers of communication. Barriers to effective communication can result in confusion which can lead to incorrect information being conveyed or miscommunication which can lead to loss of business.

47. Following are some of the barriers to effective communication: 1. Semantic barriers 2. Psychological barriers 3. Organisational barriers 4. Cultural barriers 5. Physical barriers 6. Physiological barriers

48. 1. Semantic barriers:  Semantic barriers are also known as language barriers. These barriers are caused due to improper communication between the sender and the receiver . The following instances of semantic barriers can be witnessed in communication. Poor quality of message: Message when communicated should be precise and easy to understand, that makes it easy for the receiver to grasp the information conveyed. Sometimes, due to the lack of clarity or complexity of the way of providing information from the sender, there can be a case of semantic barriers.

49. For e.g. A manager is conversing in English to a group of workers who understand and speak Bengali. It will create confusion among workers as they will not be able to understand what is being conveyed by the manager. Technical language: Language barriers also arise when the sender of the message is speaking in technical terms while the receiver is unaware of the terms. It creates confusion and misunderstanding between the sender and receiver by acting as a barrier to effective communication.

50. 2.Psychological Barriers:  Psychological barriers play an important role in interpersonal communication as the state of the mind of the sender or the receiver can make it difficult to understand the information that is conveyed, which often leads to misunderstanding. Here are some instances where psychological barriers to communication can be seen. 1. Premature evaluation of information by the receiver even before it is transmitted can lead to barriers in communication, as it will create premature conclusion to the message, which withholds the original message.

51. 2. Inadequate attention from the receiver’s end at the time of communication can lead to barriers of communication as the information conveyed by the sender is not properly received by the receiver. 3. When information is passed within multiple sources, the final information is distorted as the receivers of the message are not able to retain everything that was conveyed. This can cause communication barriers.

52. 3.Organisational barriers:   Organisational barriers are those barriers that are caused due to the structure, rules and regulations present in the organisation . The various types of barriers that can be encountered due to superior subordinate relationships where the free flow of communication is not possible. Sometimes the complexity of organisational structure and multiple managers make it difficult to convey information properly, and the information gets distorted leading to miscommunication.

53. 4. Cultural barriers:  Cultural barriers are those that arise due to lack of similarities among the different cultures across the world. A term that can be harmless in one culture can be regarded as a slang in another culture. Moreover, various beliefs can differ from one culture to another. 5. Physical barriers:  Physical barriers to communication are those that arise due to certain factors like faulty equipment, noise, closed doors and cabins that cause the information sent from sender to receiver to become distorted, which results in improper communication.

54. 6. Physiological barriers:  Physiological barriers arise when a sender or the receiver of the communication is not in a position to express or receive the message with clarity due to some physiological issues like dyslexia, or nerve disorders that interfere with speech or hearing.

55. 7Cs of Effective Communication The ability to communicate effectively with others is considered a good quality of successful people. So in order to compose an effective oral speech or written message, you just need to understand psychology of your clients, your organization, and the community . The 7 C’s of effective communication combined with principles would help you to attain your goal, follow certain principles. Communication skills are important that plays in professional life from understanding your client to make a perfect problem solving approach. Different studies showed that it is an important skill that helps to generate more leads.

56. 1.Clarity Clarity is the soul of a message. It means the accurate transfer of ideas from the sender’s side to the receiver. Every message should be conveyed in a clear manner. Clarity comes through clear thinking. A good message shows the idea directly and clearly. A writer should not start the message unless he knows how (use of language) and what (central idea) he wants to say. A message written in the simple and ordinary language is always natural and appreciable. T o a c h i e v e c l a r i t y , k ee p i n m i n d th e f o ll o w i n g po i n t s: Use common and simple language. Construct effective sentences and short paragraphs. Use concrete words instead of abstract words. Avoid unnecessary information.

57. 2. Correctness Language experts say that writing is art but difficult. There is no shortcut to being a good writer. It is learned through consistent practice and constant struggle. The message being communicated must be correct. Correctness refers to correct grammar, punctuation, and spelling. Though mistakes are never intentional yet they spoil the image. To achieve correctness, follow these guidelines: Check the accuracy of facts and figures. Check mistakes in punctuation, grammar, and capitalization. Check misspelled words. Use the right level of language.

58. 3.Conciseness The beauty of diction lies in its conciseness. Conciseness means brief and complete. Be as brief as possible. But it must not be so brief as to be discourteous. Conciseness is a pre-requisite to effective messages. A concise message saves time and expense for both sender and receiver. T o a c h i e v e c o n c i s e n e ss , observe the following suggestions: Include only relevant material. Avoid unnecessary repetition. Remove the wordy expressions.

59. 4.Courtesy Courtesy is the most important quality of the messenger. “Everyone gains where courtesy reigns” is an old but wise saying. Courtesy means politeness. It is an attitude that shows respect for others. It helps in building goodwill. It is not enough to use polite expressions like” thank you”, ”kindly”, “we appreciate”, “please” etc but the whole letter must have a courteous tone.

60. T o a c h i e v e c o ur t e s y , k ee p in mi n d th e f ollo w i n g po i n t s : Be sincere. Use expressions that show respect. Be thoughtful and appreciative of the receiver’s point of view. Avoid humor. Avoid discriminatory language i.e., race, color, gender, creed etc.

61. 5.Concreteness Communicating concretely means being specific, meaningful and clear. Vague and general messages result in no response. It helps the receiver to understand the exact idea. Concrete use of available facts and figures adds to the authenticity of the message. To achieve concreteness, consider the following ways: Use clear and image building words. Use specific facts and figures. Use active voice than passive voice.

62. 6.Consideration Consideration is to put you in the place of the receiver. It means preparing every message with the message receiver in mind. This mode of consideration is called “you attitude”. When you are truly considerate, you try to show sincere regard for his interests and benefits. To be considerate, the following points should be kept in mind: See your material from your reader’s point of view. Focus on “you” instead of” we” e.g., Be sure about the benefits of the receiver. Consider the needs and problems of the receiver. Use positive and optimistic

63. 7.Completeness A message should be complete to bring the desired result. A complete message contains all the facts required by the receiver. The receiver’s reaction to an incomplete message is often unfavorable. An incomplete message shows negligence and carelessness of the writer. For completeness follow these guidelines: Remember the five W’s (what, when, where, why, who) and how. Provide all the necessary information. Answer all the questions asked. Include additional information, if desired .

64. Overcoming Communication Barriers