MBA MC Study material - managerial communication PDF

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B.N.M INSTITUTE OF TECHNOLOGY MANAGERIAL COMMUNICATION STUDY MATERIAL Contents

Page number

Module 1

Introduction

1-44

Module 2

Oral communication

45-55

Module 3

Written communication

56-62

Module 4

Business letters reports Presentation skills

76-90

Module 5 Module 6

Employment communication

and 63-75

91-94

1. Give the meaning of communication? Communication is conveying of messages by exchanging thoughts or information via speech, visuals, signals, writing, or behaviour. Business communication is the transmission and exchange of information between people in an organization to facilitate business activities. It is derived from “communis” (Latin) meaning “common”. It stands for natural activity of all human beings to convey opinions, feelings, information and ideas to others through words (written or spoken), body language or signs. Communication may be intentional or unintentional; it may involve conventional or unconventional signals, may take linguistic or non-linguistic forms, and may occur through spoken or other modes.‖

2. Define communication? There are a number of definitions of the term communication. A few of them are being reproduced below: According to Allen Louis “Communication is the sum of all things, one person does when he wants to create understanding in the minds of another. It involves a systematic and continuous process of telling, listening and understanding.”

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According to Koontz and O’Donell Communication has been defined “As the transfer of information from one person to another whether or not it elicits confidence.” According to George Terry “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.” According to Robert Anderson “Communication is interchange of thoughts, opinions, or information, by speech, writing, or signs”.

3. What is the classification of communication? We classify communication according to the number of persons (receivers) to whom the message is addressed:

i. Intrapersonal Communication: It is talking to oneself in one’s own mind. Examples are soliloquies or asides in dramatic works. ii. Interpersonal Communication: It is the exchange of messages between two persons. For example, a conversation, dialogue, or an interview in which two persons interact (others may also be present as audience). An author communicates interpersonally with his reader, who is always present as a silent audience in the author’s mind while he writes. A letter too is an example of interpersonal communication between the writer and the person to whom it is written.

iii. Group Communication: It can be among small or large groups, like an organization, club or classroom, in which all individuals retain their individual identity. iv. Mass Communication: It occurs when the message is sent to large groups of people, for example, by newspaper, radio, or television. In this process, each person becomes a faceless individual with almost no opportunity for personal response or feedback. Communication can also be classified on the basis of the medium employed:

i. Verbal Communication: It means communicating with words, written or spoken. Verbal communication consists of speaking, listening, writing, reading, and thinking. It may further be classified as Oral or Written Communication.

ii. Non-verbal communication: It includes using of pictures, signs, gestures, and facial expressions for exchanging information between persons. It is done through sign language, action language, or object language. Non-verbal communication flows through all acts of speaking or writing. It is a wordless message conveyed through gestures (sign), movements (action language), and object language (pictures/clothes) and so on. Further non-verbal communication can be identified by personal space (proxemics), sense of smell (olfactics) and time (chronemics). iii. Meta Communication: Here the speaker’s choice of words unintentionally communicates something more than what the actual words state. For example, a flattering remark like “I’ve never seen you so smartly dressed” could also mean that the regular attire of the listener needed improvement.

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iv. Formal Communication: A formal channel of communication can be defined as a means of communication that is formally controlled by managers or people occupying positions in an organization. The communication flows through formal channels, that is, officially recognized positions along the line in the organization. This ensures that the information flows orderly, timely, and accurately. Any information, decision, memo, reminder etc. will follow this path.

v. Informal Communication: Side by side with the formal channel of communication every organization has an equally effective channel of communication that is the informal channel. It is not officially sanctioned, and quite often it is even discouraged or looked down upon. But, then, it is very much there, and has been given the name ‘grapevine’ precisely because it runs in all directions-horizontal, vertical, diagonal. As the management experts put it, “it flows around water coolers, down hallways, through lunch rooms, and wherever people get together in groups”. vi. Downward Communication: The Communication that flows from Top to Bottom is known as downward communication. Any organization has an inbuilt hierarchical system, and in that, in the first instance, communication invariably flows downwards. vii. Upward Communication: The Communication that flows from bottom to top, which is from lower hierarchical level to higher level, is called Upward Communication. The main function of upward communication is to supply information to the upper levels about what is happening at the lower levels. It is just the reverse of the previous dimension

viii.

Lateral Communication: When communication takes place between two or more persons who are subordinates working under the same person, or those who are working on the same level, it is called lateral or horizontal communication. A good example of this kind of communication is that between functional managers. It is necessary for the reviewing of the activities assigned to various subordinates having identical positions

ix. Diagonal Communication: Diagonal or Crosswise communication includes flow of information among persons at different levels who have no direct reporting relationships. As an example, the Communication between the Training Supervisor and Marketing Manager, regarding the Training of a few employees of Marketing Department, is Diagonal Communication. This kind of communication is used to speed up information flow, to improve understanding, and to coordinate efforts for the achievement of organizational objectives.

4. What are the roles of communication? The roles of communication are:

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 Exchanging information: Communication is mainly the exchange of information between two or more parties. Through communication, organizations exchange information with internal and external parties. Communication also brings dynamism in organizational activities and helps in attaining goals. Preparing plans and policies: Communication helps in preparing organizational plans and policies. Realistic plans and policies require adequate and relevant information. The managers collect required information from reliable sources through communication. Execution of plans and plaices: For timely implementation of plans and policies, managers must disseminate those in the whole organization. In order to disseminate the plans and policies to the internal and external parties, managers rely on communication. Increasing employee’s efficiency: Communication also helps in increasing the efficiency of employees. With the help of communication, organizational objectives, plans, policies, rules, directives and other complex matters explain to the employees that broaden their knowledge and thus help them to be efficient. Achieving goals: Effective communication helps the employees at all levels to be conscious and attentive. It ensures timely accomplishment of jobs and easy achievement of goals. Solving problems: Through various communication channels, the managers can be informed of various routine and non-time problems of the organization and accordingly they take the necessary actions of steps to solve the problems. Making decisions: Making timely decisions requires updated information. Through effective communication, managers can collect information from different corners and can make the right decisions. Improving industrial relation: Industrial relation is the relation between workers and management in the workplace. Good industrial relation is always desired for business success. Communication plays a vital role in creating and maintaining good industrial relation. Publicity of goods and services: In the modern age, business is becoming highly competitive. Almost very competing manufacturer produces products of common consumption. However, all of them cannot sell equally well. The organization that can communicate better, can also sell better. Removing controversies: Effective communication allows smooth flow of information among various parties involved in the negotiation or transaction. As a result, conflicts, controversies and disagreements can be resolved easily. Enhancing employee satisfaction: If there is free and fair flow of information in the organization, it will certainly bring mutual understanding between management and workers. Such understanding enhances the satisfaction of employees. Enhancing loyalty: Effective communication helps the managers to be aware of the performance of their subordinates. In such a situation, the subordinates try to show their good performance. Later on, if management praises their performance, it will enhance employees’ loyalty.

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5. What are the types of communication? There are two types of business communication in an organization:

1. Internal Communication BNMIT

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2. External Communication 1. Internal Communication Communication within an organization is called Internal Communication. It includes all communication within an organization. It may be informal or a formal function or department providing communication in various forms to employees. Effective internal communication is a vital mean of addressing organizational concerns Good communication may help to increase job satisfaction, safety, productivity, and profits and decrease grievances and turnover. Under Internal Business Communication types there come;

a. b. c. d.

Upward Communication Downward Communication Horizontal/Literal communication Diagonal communication

a). Upward Communication Upward communication is the flow of information from subordinates to superiors, or from employees to management. Without upward communication, management works in a vacuum, not knowing if messages have been received properly, or if other problem sexist in the organization. By definition, communication is a two-way affair. Yet for effective two-way Organizational communication to occur, it must begin from the bottom. Upward Communication is a mean for staff to:

Exchange information Offer ideas Express enthusiasm Achieve job satisfaction Provide feedback

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b). Downward Communication Information flowing from the top of the organizational management hierarchy and telling people in the organization what is important (mission) and what is valued (policies). Downward communication generally provides enabling information – which allows a subordinate to do something. E.g.: Instructions on how to do a task. Downward communication comes after upward communications have been successfully established. This type of communication is needed in an organization to:

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Transmit vital information Give instructions Encourage 2-way discussion Announce decisions Seek cooperation Provide motivation Boost morale Increase efficiency Obtain feedback Both Downward & Upward Communications are collectively called Vertical Communication)

c). Horizontal/Lateral communication Horizontal communication normally involves coordinating information, and allows people with the same or similar rank in an organization to cooperate or collaborate. Communication among employees at the same level is crucial for the accomplishment of work. Horizontal Communication is essential for: BNMIT

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 Solving problems  Accomplishing tasks  Improving teamwork  Building goodwill  Boosting efficiency d). Diagonal or cross lines communication. Diagonal or cross lines communication flows in all direction and cuts across all function and level in an organization. For example: sales manager communicates directly to vice president (production). This form of communication deviates from normal chain, but it’s quick and efficient. The increase use of e ‐mail also encourages cross lines communication. As there is no specific line command in diagonal communication, it is also referred as cross lines, radial or circle communication, depending upon structure of an organization.

2. External Communication Communication with people outside the company is called external communication. Supervisors communicate with sources outside the organization, such as vendors and customers. It leads to better;

 Sales volume  Public credibility  Operational efficiency of Company profits It should improve

 Overall performance  Public goodwill  Corporate image

6. What is the purpose of communication? The objectives/purpose of business communication would include the following: 1. To inform: This is the foremost objective of communication. Information is power. The information needs within and outside the organization can be met through communication 2. To persuade: Businesses work through persuasion. It is important to persuade employees to work efficiently, to persuade customers to buy our product and so on. The objective of communication may be to persuade.

3. To educate: To disseminate knowledge and develop skills and attitudes among people working in the organization may be another objective of communication. 4. To train: Communication is an integral part of any training programme. Training is required to achieve proficiency in specific skills. Instruction, demonstration, practice and discussion during training require communication as an integral part. 5. To motivate: High level of morale and motivation are a must to ensure high levels of productivity and efficiency on a sustainable basis. Communication provides a means to keep motivation levels high. 6. To integrate: Large business organizations have different business units, departments and territorial divisions, pursuing different targets. Communication provides the means for an integrated approach in pursuing organizational goals.

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7. To relate: Good business relations are a must for the continued success of any business organisation. Communication provides the means for building and nurturing mutually beneficial relationships. 8. To entertain: Whatever be the nature of business, there is always a time for entertainment. Communication facilitates social bonding and brings lighter moments that help in entertainment and relieving tension.

7. What are the principles of communication? The followings are the guiding principles in ensuring effective communication:

1. Clarity: Clarity of message is an important principle of communication. In order to

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make the message clear to the receivers, the message should be organized by using simple language. The sender must convey the message clearly and confidently so that the receiver can easily understand the message clearly and confidently so that the receiver can easily understand the meaning of the message. Objective oriented: The language of communication should reflect the intention of the sender. Integration between the sender’s intention and the language used in communication certainly improves the quality of the communication. Any controversy between them may distort the whole communication process. Brevity: The message should be as brief as possible. Here brevity means compiling the message with limited words and sentences. If this principle is followed, both sender and receiver can save time and cost. Completeness: In presenting information, principle of completeness should be followed. Communication becomes incomplete if partial information is presented. Therefore, the sender should give sufficient information so that the message is complete. Consistency: Every communication must be purposeful and should be related to a particular subject. Therefore, the message must be consistent and pertinent to the purpose of communication. Any message conflicting to the purpose will affect negative the communication process. Explanation of message: Necessary explanation of the message should be given to make it clear and easy. It helps the readers to understand the inner meaning of the message. Cleanliness and correctness: In written communication, the message should be written clearly and correctly. Clear handwriting, correct grammar and punctuation are essential requirements of effective written communication. In oral communication, message should also be delivered clearly. Use of simple language: Special attention should be given in using language in communication. Good communication always uses simple, direct and appropriate languages. So for better communication ambiguous and complex words, misleading non-verbal cues, technical words and jargon, poetic words should avoided.

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9. Adequate preparation: Adequate preparation should be taken while communicating through letter, report, memo and speech. Preparation will enhance the quality of the message. 10.Attention: Another important principle of communication is to pay attention to the message by both sender and receiver. This increases the accuracy of delivery by the sender and reception by the receiver. 11.Use of informal channels: communication only through normal channels may reduce its effectiveness. Hence, informal channels should be used along with the formal ones. 12.Mutual feeling: The parties involved in communication must have felling for each other. This enhances their interest and attention toward the communication message. 13.Self-confidence: The communicator should have self-confidence to the communication message. Otherwise, he will not be successful in communication. 14.Reason-ability: Communication should be based on logic and reason rather than assumption and intuition. 15.Following feedback process: Communication should have the provision of feedback. In the absence of feedback, communication will be one-way and might be incomplete.

8. What are the characteristics of communication? The characteristics of communication are:

1. 2. 3. 4. 5. 6. 7.

Clear Correct Complete Concrete Concise Consideration Courteous

1. Clear: The message should be clear and easily understandable to the recipient. The purpose of the communication should be clear to sender then only the receiver will be sure about it. The message should emphasize on a single goal at a time and shall not cover several ideas in a single sentence. 2. Correct: The message should be correct, i.e. a correct language should be used, and the sender must ensure that there are no grammatical and spelling mistakes. Also, the message should be exact a...