management communication.pptx

7/29/2019 management communication.pptx

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Observe this:A gentleman orders a coffee in a crowded cafe. The

young woman in line behind him shoots a witheringlook at the rambunctious toddler tugging on her coat.From the radio blares an advertisement for a one-daysale at the mall. At a nearby table, a deaf couple signsto each other, while a teenager in the corner busilytexts a friend on his cell phone. These situations allhave one thing in common. They all involvecommunication.


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Definition: Communication is the act of conveying information

for the purpose of creating a shared understanding. Itssomething that humans do every day. The wordcommunication comes from the Latinwordcommunicare, meaning to share, and includesverbal, non-verbal and electronic means of humaninteraction.


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PROCESS OF COMMUNICATION

The Linear Concept

Message Message

It is assumed that while passing through the medium themessage reaches the receiver without any distortion orchange.

Sender Media

Action

Receiver


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The Communication Cycle


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Communication Process The communication process is made up of four key

components. Those components include encoding,medium of transmission, decoding, and feedback.There are also two other factors in the process, andthose two factors are present in the form of the senderand the receiver. The communication process beginswith the sender and ends with the receiver.


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Elements of communication:

Sender:- The sender is an individual, group, or organization who

initiates the communication. This source is initiallyresponsible for the success of the message. The sender's

experiences, attitudes, knowledge, skill, perceptions, andculture influence the message. "The written words, spoken

words, and nonverbal language selected are paramount inensuring the receiver interprets the message as intended by

the sender" (Burnett & Dollar, 1989). All communicationbegins with the sender.


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Encoding: The first step the sender is faced with involves the

encoding process. In order to convey meaning, thesender must begin encoding, which means translatinginformation into a message in the form of symbols thatrepresent ideas or concepts. This process translates theideas or concepts into the coded message that will becommunicated. The symbols can take on numerousforms such as, languages, words, or gestures. Thesesymbols are used to encode ideas into messages thatothers can understand.


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Contd. When encoding a message, the sender has to begin by

deciding what he/she wants to transmit. This decision bythe sender is based on what he/she believes about the

receivers knowledge and assumptions, along with whatadditional information he/she wants the receiver to have. Itis important for the sender to use symbols that are familiarto the intended receiver. A good way for the sender to

improve encoding their message, is to mentally visualizethe communication from the receiver's point of view.


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Channel/Medium: To begin transmitting the message, the sender uses some kind of channel

(also called a medium). The channel is the means used to convey themessage. Most channels are either oral or written, but currently visualchannels are becoming more common as technology expands. Commonchannels include the telephone and a variety of written forms such as

memos, letters, and reports. The effectiveness of the various channelsfluctuates depending on the characteristics of the communication. Forexample, when immediate feedback is necessary, oral communicationchannels are more effective because any uncertainties can be cleared up onthe spot. In a situation where the message must be delivered to more thana small group of people, written channels are often more effective.

Although in many cases, both oral and written channels should be used

because one supplements the other.


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Contd. If a sender relays a message through an inappropriate channel, its

message may not reach the right receivers. That is why senders need tokeep in mind that selecting the appropriate channel will greatly assistin the effectiveness of the receiver's understanding. The sender'sdecision to utilize either an oral or a written channel forcommunicating a message is influenced by several factors. The sendershould ask him or herself different questions, so that they can selectthe appropriate channel. Is the message urgent? Is immediate feedbackneeded? Is documentation or a permanent record required? Is thecontent complicated, controversial, or private? Is the message going tosomeone inside or outside the organization? What oral and written

communication skills does the receiver possess? Once the sender hasanswered all of these questions, they will be able to choose an effectivechannel.


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Decoding:After the appropriate channel or channels are selected,

the message enters the decoding stage of thecommunication process. Decoding is conducted by the

receiver. Once the message is received and examined,the stimulus is sent to the brain for interpreting, inorder to assign some type of meaning to it. It is thisprocessing stage that constitutes decoding. Thereceiver begins to interpret the symbols sent by thesender, translating the message to their own set ofexperiences in order to make the symbols meaningful.Successful communication takes place when thereceiver correctly interprets the sender's message.


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Receiver: The receiver is the individual or individuals to whom the

message is directed. The extent to which this personcomprehends the message will depend on a number of

factors, which include the following: how much theindividual or individuals know about the topic, theirreceptivity to the message, and the relationship and trustthat exists between sender and receiver. All interpretationsby the receiver are influenced by their experiences,

attitudes, knowledge, skills, perceptions, and culture. It issimilar to the sender's relationship with encoding.


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Feedback: Feedback is the final link in the chain of the communication process.

After receiving a message, the receiver responds in some way andsignals that response to the sender. The signal may take the form of aspoken comment, a long sigh, a written message, a smile, or some otheraction. "Even a lack of response, is in a sense, a form of response"(Bovee & Thill, 1992). Without feedback, the sender cannot confirmthat the receiver has interpreted the message correctly.

Feedback is a key component in the communication process because itallows the sender to evaluate the effectiveness of the message.Feedback ultimately provides an opportunity for the sender to takecorrective action to clarify a misunderstood message. "Feedback plays

an important role by indicating significant communication barriers:differences in background, different interpretations of words, anddiffering emotional reactions


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Communication Context Communication takes place within a context . Any

communication context includes the national culture,organizational culture, the immediate situation and thepersonality of the sender and the receiver.

As stated by Killian, communication must take place withan awareness of the total physical and human setting in

which the information will be received. Picture the place ofwork; determine the receptivity and understanding levelsof the receivers; be aware of the social climate and customs;question the informations timeliness. Ask what, when andin what manner you would like to be communicated with if

you were in the similar environment and position.


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Types of Communication

People communicate with each other in a number ofways that depend upon the message and its context inwhich it is being sent. Choice of communicationchannel and your style of communicating also affectscommunication. So, there are variety of types ofcommunication.


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Types of communication based on thecommunication channels used are:

Verbal Communication

Nonverbal Communication


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Verbal Communication

Verbal communication refers to the form ofcommunication in which message is transmittedverbally; communication is done by word of mouthand a piece of writing. Objective of everycommunication is to have people understand what weare trying to convey. In verbal communicationremember the acronym KISS(keep it short and

simple).


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Verbal Communication is further divided into:

Oral Communication

Written Communication


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Oral Communication

In oral communication, Spoken words are used. Itincludes face-to-face conversations, speech, telephonicconversation, video, radio, television, voice overinternet. In oral communication, communication isinfluenced by pitch, volume, speed and clarity ofspeaking.

an ages o ra


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van ages o racommunication are:

- Non-verbal cues are combined with verbal skills, adding moredimension to the communication experience.

- Is instant and immediate in its conveying and receiving ofinformation.

- Creates transparency, heightening chances of the audienceunderstanding the meaning of the speaker

- Almost instant feedback through the body language and reactions of

the audience, allowing speaker to gauge the level of understanding andattention given by the audience, as such speaker can alter his way ofspeaking to accommodate the audience to maximize understanding.


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Written Communication

In written communication, written signs or symbols areused to communicate. A written message may be

printed or hand written. In written communication

message can be transmitted via email, letter, report,memo etc. Message, in written communication, isinfluenced by the vocabulary & grammar used, writingstyle, precision and clarity of the language used.


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Contd.Memos, reports, bulletins, job descriptions, employee

manuals, and electronic mail are the types of writtencommunication used for internal communication.

For communicating with external environment inwriting, electronic mail, Internet Web sites, letters,

proposals, telegrams, faxes, postcards, contracts,advertisements, brochures, and news releases are used.


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Advantages of written

communication Messages can be edited and revised many time before it

is actually sent.

Written communication provide record for everymessage sent and can be saved for later study.

A written message enables receiver to fully understandit and send appropriate feedback.


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Nonverbal Communication

Nonverbal communication is the sending or receiving ofwordless messages. We can say that communication other thanoral and written, such as gesture, body language,posture, tone of voice or facial expressions, is called

nonverbal communication. Nonverbal communication is allabout the body language of speaker.

Nonverbal communication helps receiver in interpreting themessage received. Often, nonverbal signals reflects the situationmore accurately than verbal messages . Sometimes nonverbalresponse contradicts verbal communication and henceaffect the effectiveness of message.

ypes o ommun ca on ase on


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ypes o ommun ca on ase onPurpose and Style

Based on style and purpose, there are two maincategories of communication and they both bear theirown characteristics. Communication types based on

style and purpose are:

Formal Communication

Informal Communication


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Formal Communication

In formal communication, certain rules, conventions andprinciples are followed while communicatingmessage. Formal communication occurs in formal and

official style. Usually professional settings, corporatemeetings, conferences undergoes in formal pattern.

In formal communication, use of slang is avoided and

correct pronunciation is required. Authority lines areneeded to be followed in formal communication.


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Informal Communication

Informal communication is done using channels that are incontrast with formal communication channels. Its just a casualtalk. It is established for societal affiliations of members in anorganization and face-to-face discussions. It happens among

friends and family. In informal communication use of slangwords is not restricted. Usually. Informal communication isdone orally and using gestures.

Informal communication, unlike formal communication,doesnt follow authority lines. In an organization, it helps infinding out staff grievances as people express more when talkinginformally. Informal communication helps in buildingrelationships.


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There are five levels of

Communication:

Extrapersonal communication: Communicationbetween human and non-human entity.

Example: a parrot responding to your greeting.


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Intrapersonal communication

This takes place within the individual . This kind ofcommunication pertains to thinking, which is thebasis of information processing.


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Interpersonal CommunicationIn this form of communication:

a)Few participants are involved

b)The interactants are in close physical proximityc)Many sensory channels are used

d)Role of sender and receiver keep on alternating

e)Feedback is immediate.


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Organizational Communication Communication in an organization takes place at

different hierarchical levels. With a proper networkingsystem, communication in an organization is possible

even without direct contact between employees.It canbe further divided into:

Inter-operational : All communication that occurs inconducting work within an organization.


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External-operational: The work relatedcommunication that an organization does with peopleoutside the organization.

Personal: All communication in an organization that

occurs without purpose as far as business is concerned.


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Mass Communication

Mass communication occurs when a small number ofpeople send messages to a large audience through theuse of specialized communication media. Example:print media, electronic media


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7 Cs of effective communication Completeness - The communication must be complete. It should

convey all facts required by the audience. The sender of the messagemust take into consideration the receivers mind set and convey themessage accordingly. A complete communication has followingfeatures: Complete communication develops and enhances reputation of an

organization. Moreover, they are cost saving as no crucial information is missing and

no additional cost is incurred in conveying extra message if thecommunication is complete.

A complete communication always gives additional information

wherever required. It leaves no questions in the mind of receiver. Complete communication helps in better decision-making by the

audience/ readers/ receivers of message as they get all desired andcrucial information.

It persuades the audience.


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Conciseness - Conciseness means wordiness, i.e,communicating what you want to convey in least possible

words without forgoing the other Cs of communication.Conciseness is a necessity for effective communication.

Concise communication has following features:It is bothtime-saving as well as cost-saving. It underlines and highlights the main message as it avoids

using excessive and needless words. Concise communication provides short and essential

message in limited words to the audience. Concise message is more appealing and comprehensible to

the audience. Concise message is non-repetitive in nature.


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Consideration -Consideration implies stepping into the shoes ofothers. Effective communication must take the audience intoconsideration, i.e, the audiences view points, background, mind-set,education level, etc. Make an attempt to envisage your audience, theirrequirements, emotions as well as problems. Ensure that the self-

respect of the audience is maintained and their emotions are not atharm. Modify your words in message to suit the audiences needs whilemaking your message complete. Features of consideratecommunication are as follows:Emphasize on you approach.

Empathize with the audience and exhibit interest in the audience. Thiswill stimulate a positive reaction from the audience.

Show optimism towards your audience. Emphasize on what ispossible rather than what is impossible. Lay stress on positive wordssuch as jovial, committed, thanks, warm, healthy, help, etc.


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Clarity - Clarity implies emphasizing on a specificmessage or goal at a time, rather than trying to achievetoo much at once. Clarity in communication has

following features: It makes understanding easier.

Complete clarity of thoughts and ideas enhances themeaning of message.

Clear message makes use of exact, appropriate andconcrete words.


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Concreteness - Concrete communication impliesbeing particular and clear rather than fuzzy andgeneral. Concreteness strengthens the confidence.

Concrete message has following features:It issupported with specific facts and figures.

It makes use of words that are clear and that build thereputation.

Concrete messages are not misinterpreted.


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Courtesy - Courtesy in message implies the messageshould show the senders expression as well as shouldrespect the receiver. The sender of the message should be

sincerely polite, judicious, reflective and enthusiastic.Courteous message has following features:Courtesy impliestaking into consideration both viewpoints as well asfeelings of the receiver of the message.

Courteous message is positive and focused at the audience. It makes use of terms showing respect for the receiver of

message.

It is not at all biased.


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Correctness - Correctness in communication implies thatthere are no grammatical errors in communication. Correctcommunication has following features:The message is

exact, correct and well-timed. If the communication is correct, it boosts up the

confidence level.

Correct message has greater impact on the audience/readers.

It checks for the precision and accurateness of facts andfigures used in the message.

It makes use of appropriate and correct language in themessage.

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