Management Communication

UNIT-I
Foundations of Business Communication Nature and Scope Communication Process Communication Networks Barriers to Communication

UNIT-II
Oral Communication Importance Business Presentations and Public Speaking Effective Listening Meetings and Conferences Group Discussions and Team Presentations Types of interviews Preparing for interviews.

UNIT-III
Written Communication Importance Reading and Writing Skills Business Letters Business Reports and Proposals Resume Building E-mail Circulars and Notices Speed Reading, and Time Management.

UNIT-IV
Non-Verbal Communication Significance Types of Non-verbal Communication Interpersonal Communication: Transactional Analysis Johari Window Group Communication

UNIT-V
Corporate Communication Ethics in Business Communication Technology based Communication Tools Cross Cultural Communication Business Etiquette.

References

Bovee C.L., Thill J.V. and Chatterjee A: Business Communication Today (Pearson) Meenakshi Raman and Prakash Singh: Business Communication (Oxford) Lesikar V.R., and Flatley M.E. : Basic Business Communication (Tata McGraw Hill) Krizan et al.: Business Communication (Thomson) Scot Ober: Contemporary Business Communication (Biztantra)

8th March 2010 To, The Principal, SKIIMS, Srikalahasthi. Respected Sir, I am Prashanth studying in III year Information Technology in your college. My Student ID number is IT20070934. I am writing this letter to inform you that I am going to undergo a small surgery this 12th March, 2010 to remove stones formed in my kidney. In addition, doctors advised to take complete bed rest for one week after surgery. So, I kindly request you to understand my situation and grant me leave for two weeks from 10th March 2010. If I wish to attend college soon, I will inform you earlier or if I want to extend my leave, I will inform you the same earlier. Thanking you, Yours Sincerely, Prashanth

Sir,
I shall be grateful if you kindly grant me leave for three days with effect from Monday next, because I shall have to go to Delhi to attend the marriage ceremony of one of my cousins there, with my family. Yours faithfully,

Introduction
The word communicate has been derived from the Latin word Communis or Communicare that means to Share or Participate Communication is the process of sending and receiving message.

Definition:
1. Communication may be defined as giving, receiving or exchanging information, opinions or ideas by writing, speech or visual means, so that the message communicated is completely understood by the recipient. 2. Communication is a process of passing information and understanding from one person to another -Keith Davis 3. Communication is any behaviour that results in an exchange of meaning -The American management Association

Business
An organization or economic system where goods and services are exchanged for one another or for money. Every business requires some form of investment and enough customers to whom its output can be sold on a consistent basis in order to make a profit.

Business Communication
The process of establishing a common understanding between or among people within a business environment

Benefits of Effective Communication

Stronger decision making and problem solving Upturn in productivity Convincing and compelling corporate materials Clearer, more streamlined workflow Enhanced professional image Sound business relationship Successful response ensured

Characteristics of Effective Business Message

Provide practical information.
How to do some thing, explain why procedures was changed, highlight the cause of a problem or possible solution, discuss the status of the project etc.

Give facts rather than impressions.

Information must be clear, convincing, accurate and ethical.

Clarify and condense information.

Use tables, charts, photos or diagrams.

State precise responsibilities.

Business messages are directed specific audience. What is expected of , or what you can do.

Persuade others and offer recommendations.

Persuade employers, customers, or clients etc.

Need for Communication

need for communication arises from their desire to express themselves in a meaningful manner Desire for communication varies from person to person and from time to time

The

Evolution of Communication

Factors responsible for growing importance of communication (or) Communication in Changing Workplace (or) Communication Challenges in Todays Workplace Advancing Technology Global Communication The information age Team based business environments Growth in size of business or organization Growth of trade unions Public Relations

According to structure of Organization

Forms of Communication

According to direction of flow

According to Way of expression

According to structure of Organization

Formal Communication Informal Communication

According to direction of flow

Upward Communication Downward Communication Horizontal Communication Diagonal Communication

Upward Channel of Communication BOD Chairman Vice-Chairman

Managing Director

Managers

Plant

Production

Finance

Marketing

HR

Operational Level Workers

Downward Channel of Communication BOD Chairman Vice-Chairman

Managing Director

Managers

Plant

Production

Finance

Marketing

HR

Operational Level Workers

Horizontal flow of Communication

PRODUCTION

PURCHASE

SALES

ACCOUNTS

PUBLIC RELATIONS

ADMINISTRATION

Diagonal Communication Channel

TOP MANAGEMENT

Downward

Horizontal

Upward

MANAGER

MANAGER

MANAGER

Oral Communication Non-verbal Communication

According to Way of expression

Visual Communication

Audio-Visual Communication

Silence Communication

Written Communication

Other types of Communication

Personal communication & Business communication Internal Communication & External Communication Mass Communication Global Communication Interactive Communication Grapevine

Communication in Organizational Setting

Internal Formal
Planned communication among insiders (letters, reports, memos, e-mail) that follows the companys chain of command Casual communication among employees (e-mail, face-to-face conversations, and phone calls that do not follow the companys chain of command)

External
Planned communication with outsiders (letters, reports, memos, speeches, websites, and news release) Casual communication with suppliers, customers, investors and other outsiders (face-to-face conversations, e-mail and phone calls)

Informal

Elements Of Communication
Message The actual message that is sent Sender - The information or idea the sender wants to give the receiver Encoding- Changing the message into symbols Channel letter, fax, phone call, E-mail etc. Receiver - The information the receiver gets Decoding converts the symbols into message Acting Interpret the message Feedback The receivers response to the message

The Communication Process

Phase 1: Sender Has an Idea

Channel And Medium

Phase 6: Receiver Sends Feedback

Phase 2: Sender Encodes Idea

Phase 5: Receiver Decodes Message

Phase 3: Sender Transmits Message

Six-Phase Process
Situation

Phase 4: Receiver Gets Message

Senders Role
Selecting the type of message Analyzing the receiver Using the you-viewpoint Encouraging feedback Removing communication barriers

Receivers Role
Listening or reading carefully Being open to different types of senders and to new ideas Making notes when necessary Providing appropriate feedback to the sender Asking questions to clarify the message

Communication Process

Sender

Encoding

Message

Medium

Received Decoding Receiver Message

Feedback

Goals of Business Communication

1. Receiver understanding
2. Receiver response 3. Favorable relationship

4. Organizational goodwill

Formal Communication
Under formal communication, the message flows according to a fixed and prescribed way. Communication having official backing and sanction. (Through Proper channel)

Characteristics of Formal Communication

Objectives well defined Authority Fixed channel Job specification Conversion Delay Correct information Official Backing Rigid Applicability

Merits of Formal Communication

Correct information Official Backing Existence of authority Message handling Absence of leader Effective communication Support from top Organizational efficiency Uniformity in transmission No Grapevine

Demerits of Formal Communication

Delay Absence of outside interface Information overload Slow transmission Downward Channel Absence of feedback No public relations

Informal Communication
It arises on account of informal relationship between the person concerned.
Informal Communication grows spontaneously from personal and group interest. Small informal groups are formed on the basis of work and social relationships

Formation of Informal groups

Informal Groups are formed because of the following reasons
Physical Location Common Interest Common Purpose

Characteristics of Informal Communication

Origin Purpose Size Nature of group Conversion Number of groups Authority Rules and Procedure Channel and media of communication Abolition

Merits of Informal Communication

Saves Time Speed Immediate response Public relation Feedback Creation of ideas Tools of management Accurate information Avoids Misunderstandings Morale uniting force

Demerits of Informal Communication

Rumors Distort Inadequate Improper communication No authority No overload of work Overlooking superiors Interpretation Changes

Difference between Formal Communication and Informal Communication

It is based on formal organizational relationships The channels of communication are prescribed. It is rigid as deviations are not allowed. The speed of message travel is slow because of formalization. Chances of message distortion are low. It is treated as authentic It emerges out of social interactions among the people. Channels of communication depend on individuals relationships. It is quite flexible because nothing is prescribed Message travels faster Message is often distorted It is not authentic even if the message is correct.

Four Functions of Communication

Control Motivation

Functions of Communication

Information

Emotional Expression

Functions of Communication
Control Formal and informal communications act to control individuals behaviors in organizations. Motivation Communications clarify for employees what is to done, how well they have done it, and what can be done to improve performance.

Functions of Communication
Emotional Expression Social interaction in the form of work group communications provides a way for employees to express themselves.
Information Individuals and work groups need information to make decisions or to do their work.

The Importance of Communicating Effectively

Getting jobs you want Gaining promotions Providing leadership Being productive on the job Relating positively to others Assuring success of your organization

Communication Network
A network is a structured fabric of the organization, made up of system of lines, or channels, which are interconnected. Communication networks are those network channels or lines used to pass information serially from one person to another.
Organizational communication is made up of two types of channels which are formal and informal.

Formal Communication Network

Circular Wheel

Free Flow Inverted

Chain

Formal Communication Network

Single Chain:
Single chain communication network exists between a superior and his subordinate. Communication flows downward or upward through each successive level. Communication flow through the chain may be orderly and easy to control but it is very time consuming.

Chain

Formal Communication Network

Wheel:
In wheel network, all subordinates under one superior communicate through him only as he is hub of the wheel In this network, problem of co-ordination is main drawback.

Wheel

Formal Communication Network

Circular:

In circular network, the communication moves circle. Each person can communicate with his adjoining two persons. In this network communication flow is slow.

Circular

Formal Communication Network

Free Flow:
In this network, each person can communicate with others freely. In this network, communication flow is fast but problem of co-ordination exists. This is followed in free-form organization.

Free Flow

Formal Communication Network

Inverted:
In this network, an individual is allowed to communicate with his immediate superior as well as his superior's superior

Inverted

Informal Communication Network

Single Strand

Gossip

Probability

Cluster

Informal Communication Network

Single Strand:
The individual communicates with individuals through intervening persons. other

Single Strand

Informal Communication Network

Gossip Network:
The individual communicates non selectively.

Gossip

Informal Communication Network

Probability Network:

The individual communicates randomly with other individuals according to the law of probability.

Probability

Informal Communication Network

Cluster Network:
The individual communicates with only those individuals whom he trusts. Out of these informal networks, the cluster is the most popular.

Cluster

Barriers to Communication
Physical Barriers Noise Time and distance Lack of planning Semantic Problems Cultural Barriers Wrong assumptions Selective Perception Filtering Information Overload Poor Listening Goal Conflict Offensive style of communication Insufficient period for adjustment

Noise
Noise in a factory Poor telephone line Faulty TV cable Adverse weather conditions interfering transmission Technical problems in public address system

Time & Distance

Telecom and network facilities are not available Different shifts/meeting at wrong time, phone call at wrong time affect the communication Faulty sitting arrangement at office may create communication gaps

Lack of Planning
Not properly organized/composed Transmitted through a wrongly chosen medium Wrong choice of time Wrong choice of place

Semantic Problems
Interpretation of words- Variety of meaning
E.g.: What is the meaning of word value? What is the value of this ring? What is the value of learning about communication? I value my good name. I got good value for my money.
Bypassed instructions E.g. An office manager handed to a new assistant one letter with the instruction, Take it to our stockroom and burn it.

Cultural Barriers
Same category of words, symbols, actions, colors mean different things to people of different countries/cultural backgrounds

Wrong assumptions
All communications are made under some assumptions, which are never communicated They may turn out wrong & cause communication failure E.g. we often assume that others
See the situation as we do Should feel about the situation as we do Think about the matter as we do Understand the message as we understand it

Selective Perception
Receivers selectively see and hear depending upon their needs, motivations, background, experience and other personal characteristics

Filtering
Sender manipulates information in such a way that it will be seen more favorably by the receiver The more vertical levels in the hierarchical system, the more chances for filtering

Information Overload
Availability of huge amounts of data which the receiver is unable to handle effectively

Poor Listening
Poor listening and hasty evaluation is a major problem

Reason is mostly people are too much involved in their own problems, so we should keep our eyes, ears and mind open.

Goal Conflicts
Various units and sub units in an organization internalize their own goals, leading to splitting or bifurcation of interests Goal Conflicts act as communication-reduction mechanism.

Offensive Style of Communication

When a manager sends a message in such a way that the juniors become defensive he/she contributes to negative factor of poor interpersonal relationship.

Insufficient Period for Adjustment

Change in shifts in time, transfer to another department, change in profile, People respond to change in different ways and require their own time to think about full meaning, implications and consequences of the message

Barriers to Communication
Socio-Psychological barriers
Attitudes and opinions Emotions Closed Mind Status-Consciousness The Source of information Inattentiveness Faulty Transmission Poor retention Unsolicited communication

Attitudes and opinions

We react favorably or are hostile according as the information is to our personal advantage

Emotions
We can neither transmit nor receive anything correctly if our mind is agitated. Anger is the worst enemy of communication

Closed mind
We hold our opinion so rigidly that we just refuse to listen.

Status-consciousness
We are over-conscious of our lower or higher rank and do not express ourselves candidly.

The Source of information

We react according to the trust we repose in the source from which the communication originates.

Inattentiveness
Unconsciously we become inattentive if the communication contains a new idea and our mind refuses to respond to it.

Faulty transmission
Part of the message is lost in transmission.

Poor retention
Oral message in particular are lost due to poor human retention.

Unsolicited communication
We are unresponsive if the communication is unsolicited.

Barriers at Sender Level

Lack of Planning Wrong choice of Medium/Channel Choice of wrong language Different perception of reality

Barriers at Receiver Level

Poor listening Inattention Mistrust Lack of interest Attitudinal clash with the sender Not in a fit physical states

How to Overcome from Communication Barriers

Orientation Suitable language usage Good listening Clarity in message Knowing the receiver Interpersonal communication Feedback