1

WELCOME YOUNG MANAGERS

Success for YOU in the new global and diverse workplace requires excellent communication skills!

2

DEFINITIONS OF TERMS

Communication

Communication originates from the Latin word communicare means to share.

We share/ exchange information, message, news, ideas, feelings, Jokes etc.

Communication helps to establish/set up, sustain, continue, make up/repair, develop a good relationship by shared feelings and

understanding

3

Why Communication

Skills employers expect from College Graduates

In a survey ( conducted by the University of Pittsburgh’s Katz Business School) of companies …..

communication skills were cited as the single most important decisive factor in choosing managers.

The survey, points out that communication skills, including written and oral presentations, as well as an ability to work with others, are the main factors contributing to job success.

4

WHY Communication ? To help you sleep better!!!

National Association of Colleges and Employers surveyed 480 companies and public organizations. Findings:-.

Among personal qualities possessed by college graduates the ability to communicate effectively was ranked first by employers.

Effective communication is ESSENTIAL for being successful in life.

The biggest source of interpersonal problems is poor communications.

5

? WHAT you will be learning

Non-verbal communication

Readingwriting

Public Speaking

6

What..Why…How

How we are going learn?

Interaction Written Exercises Oral Exercises Varied Exercises Target different skills and hence varied needs of the participants Keep interest levels high Ensure that the participants enjoy the session

7

Listen

Participate – In class (Don’t worry about mistakes)speak out

Participate in activities( have fun )

Use a dictionary Open your bank account-

(vocabulary) Maintain a notebook

exclusively for Managerial communication

What..Why…How… you have to do!!!!

8

Communication and Language

• The foundation for communication.is Language• “a system comprised of relatively arbitrary symbols and

grammatical symbols that can be modified or enhanced by members of the community”

• English at workplace: Rapid growth in the demand for English in the workplace

Eg: Over an 18 month period the number of respondents who said English was critical for their jobs rose from 50% to 80%. Only 9% said that their English was sufficient to do their job.

Explosion in general demand for English. Eg: In China, estimated 6,00, 000 new enrolments in private conversation

schools every four to six months( what happens to BPO in India)

9

English at workplaceSome research

The hidden cost of poor EnglishThe hidden cost of poor English In some multinational firms, senior managers spend up to In some multinational firms, senior managers spend up to

15 hours a week redrafting junior colleagues’ written 15 hours a week redrafting junior colleagues’ written English.English.

10

English in an era of globalization

English is the dominant medium of communication around the world. The language of business, technology, science, the Internet, popular

entertainment and sports. In academia over 50% of all research is published in English. (In some

science fields virtually all studies are published in English.) In all countries surveyed, English has become compulsory at the

elementary level.

11

MANAGERIAL COMMUNICATION Module 1

Topics and activities 1. Importance of communication2. Forms of communication3. Communication network of the organization4. Process of communication5. Different stages of communication6. Difference between oral and written communication7. .English Language where and why we go wrong

12

Learning Objectives

To help students a) build confidence- shed inhibitionsb) Improve vocabularyc) Improve communication skills d) Understand the importance of communicatione) Understand the communication processf) Get a good idea of the various skills related to communicationg) Develop Effective oral and written communication skills

13

Describe the basic process of communication. Identify key barriers to effective communication. Help you develop employability skills and market

yourself to employers Help / tips to be successful managers with effective

communication skills

Learning Objectives

14

Our challenge

• To create a classroom environment where

• Communication issues and English usage problems are recognized and managed openly -in a way that promotes learning

15

Reading and Reference

Editorials – TOI and ET ( every day) Business Communication – Mary Ellen Guffey (Thomson) Effective Technical Communication –M.Azraf Rizvi ( Tata

McGraw-Hill) Foundations of Business Communication – Dona J Young ( Tata

McGraw-Hill) Business Communication – Theory and application -

Lesikar.Pittit ( AITBS Publishers) Business Communication,cases and Applications-PD Chaturvedi & Mukesh Chaturvedi pearson Education (2004)

16

What is Communication:

“a process in which two entities enter into an exchange of information to transmit thoughts, messages, or ideas”

– Scheetz

17

What is communication

• The process of transmitting information from one person to another.

• What is effective communication?– The process of sending a

message in such a way that the message received is as close in meaning as possible to the message intended.

18

What is Communication

Communication is ...... Common and universal activity for all human beings Basic precondition for all social activity the expression of information or thoughts through speech,

writing, or gestures ”transfer of meaningful information from one person to another”

Communication is the process in which two or more parties exchange information and share meaning.

19

Communication skills are essential for Job placement Job performance Career advancement Success in the new world of work Success in life

20

Types of Communication

Oral – speeches, meetings, phone calls Non-verbal – touch, facial expression, tone of voice,silence Written – memos, reports, manuals, letters Electronic – e-mail, voice mail, fax, sms

21

Role of communication in Business OrganizationsFrequency of Skill Use in Organizations

Communication 4.91Teamwork 4.73Personal (self)Management 4.51Critical Thinking 4.47Leadership 4.46Creativity 3.95Technical/Scientific 3.91Social Responsibility 3.89(Scale of 1-5 ( 5= high)

22

Communication is basic requirement FOR…….

Understanding each other

Proper co-ordination of activities

Correct output

Getting the job done effectively

Achieving Organisational goals / Individual goals

(Activity Paper)

Role of communication

in Business Organizations

23

Importance of communication in Business Vast majority of problems in business

are caused by ineffective communication in one form or another.

Businesses organizations are essentially human focused –hence role of good communications is extremely important.

The greatest threat to many projects is a failure to communicate.

Strong verbal skills are a key factor in career advancement in all professions.

24

A person’s competence and a person’s effectiveness are based on her/his ability to communicate effectively Competence isn’t the problem – How you communicate is ….

Effective communication happens when there is a high correspondence between the sender’s intentions and the receiver’s interpretation of the message

Today’s communications set the tone for tomorrow’s relationships.

As organizations become more global, they realize they must invest in ways to improve communication with people from different countries and cultures.

Role of communication in Business OrganizationsImportance of communication

25

Communication and managers

Everything a manager does involves communication.

Planning-organizing-Controlling-Directing-

26

Role of Communication in business

In business, communication

can be:

between individuals between individuals and

organisations within a business between a business and an

external organisation

• Cs of communication• CORRECTNESS • CLARITY• CONCISENESS• COURTESY

27

Communication Medium

• Channel-The medium through which a message travels

– Person, letter, telephone,body language, video conferencing, Newspaper, TV, light ,sound

signals

28

Communication Medium

Choice of Medium is affected by: Need for record Direction of the information flow Number of people to be reached Confidentiality Nature of the information – length, complexity, speed of transfer Cost of the medium

29

Communication medium

Whatever the medium of communication- it can fail if : Jargon is used inappropriately Badly written messages are transmitted The message goes to the wrong receiver Information overload takes place-The communication channel

breaks WHOM? Who the communication is aimed at is an important

factor. The nature of the medium and the content may depend on who it

is aimed at. Necessity of being sensitive to the receiver

Should communication be formal or informal?

30

Role and importance of communication in business organizations As Marketing Requested It

31

Role and importance of communication in business organizations As Sales Ordered It

32

Role and importance of communication in business organizationsAs Engineering Designed It

33

Role and importance of communication in business organizationsAs Production Manufactured It

34

Role and importance of communication in business organizations As Maintenance Installed It

35

Role and importance of communication in business organizations What the Customer Wanted

36

Effective communications help individuals to understand and pursue organizational objectives.

Organizational communications cover every management function.

Organizational culture depends on communications.

Communications improve both organizational and individual performance.

A more professional image

Improved self-confidence

Improved relationships

Less stress

Greater acceptance of yourself and others

Role of communication in Business Need Pay offs

37

Common forms of communication

Spoken Word

Written Word

Visual Images

Body Language

38

Forms of Communication

Communication requires that all parties understand a common language that is exchanged.

Verbal/ Auditory means : speaking, singing, honking,whistling,writing etc Nonverbal : physical means, such as body language ,sign language,, touch,

eye contact, or the use of writing. Paralanguage: Communication by means other than language. Facial

expressions,Tones of voice,Gestures Eye contact,Spatial arrangements,Patterns of touch Expressive movements,Silence

39

Modes of Communication– NON VERBAL MODE –LANGUAGE USED TO CONVEY MEANING

Body language – ( Kinesics)

body, facial, hand, and arm

movements that are

used to communicate.

Kinesics is the interpretation of body language such as

facial expressions and gestures or, more formally, non-verbal behaviour related to

movement, either of any part of the body or the body as a whole.

Dress Speech

intonation(pitch,accent etc) Gestures Facial expressions Advantages Effectiveness of

communication increases with congruence to oral presentation

Can emphasize meaning Disadvantages Meanings of nonverbal

communication not universal

40

The Many Forms Of Communication

Forms of communication that have been used by our ancestors and by us

Signs, paintings, carvings on rocks, language, writing,print,telephone,television,advertising,,sms, email, blogs.

41

Assignment Read and Understand

IMPORTANT-

NEXT CLASS

Verbal and non verbal –

Read Business Communication

Theory and Application

Lesikar. Pettit page 5 to 12

42

Written and oral communication

ORAL

ConversationSpeechesTelephone callsVideoconferencesAdvantages ?Disadvantages ?

WrittenLettersMemosReportsE-mailFax Advantages?Disadvantages ?

43

Difference between written and oral communication

Receiver is unable to see you. Have to be specific Extreme care has to be taken

in choosing the words. Spellings, grammar and

punctuations are very important

Short and correct Cannot get feedback

immediately. Reader sees/understands only

what is in front to him.

Receiver is observing you. Extreme care while

choosing the words Body language has to be

appropriate. Tone,

pause,pitch,pronunciation are very important.

44

Methods of Communications in Organizations

45

Three Purposes of Organizational Communication

46

Activity-Communication and Management

We will analyze ourselves as adult learners and learn to manage our communication together

We will analyze others and discuss real-life examples of communication challenges in our classes and propose possible management plans

We will identify some communication management improvements we would like to make in our future teaching and set learning goals

47

Directions of Communication

Supervisor Supervisor

Subordinate Subordinate

Lateral communication

Downward communicationGoals, Objectives, directions,

Decisions, Feedback

Lateral communicationInformation, (formal or informal)

for joint problem solving

Upward communicationInformation, Questions,Suggestions, Problems,

Requests forclarification

48

Forms of Communication Flowing Through Formal Channels

WrittenExecutive memos, lettersAnnual reportCompany newsletterBulletin board postingsOrientation manual

Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing

OralTelephoneFace-to-face conversationCompany meetingsTeam meetings

49

Patterns of organizational Communication

Formal Channels Informal ChannelsAuthorized, planned, and

regulated by the organization

Reflect in the organization’s formal structure

Define who has responsibility for information dissemination

Indicate the proper recipients of work-related information

May be modified by the organization

Minor to severe consequences for ignoring them

Develop through interpersonal activities of organization members

Not specified by the organization

May be short-lived or long-lasting

Are more often lateral than vertical

Information flow can be very fast

Used for both work-related and nonwork information

50

Networks

• Connections by which information flow.

– Formal Networks.

• Task-related communications that follow the authority chain

– The Grapevine – Informal Networks.

• Communications that flow along social and relational lines

51

Communication Terms

• Encoding

– Converting a message to symbolic form.

• Decoding

– Interpreting a sender’s message.

• Message

– What is communicated.

• Channel

– The medium through which a message travels.

52

Communication• Process:

Sender or Instigator

Channel Medium Receiver

Change in payment systems

Finance Dept

E-mail

Feedback

53

GRAPEVINE

54

Grapevine

The grapevine is an informal communication network within an organization.

Research reflects that about 75 % of the communication in the grapevine is accurate.

Management by wandering around?– An approach to communication

that involves the manager literally wandering around and having spontaneous conversations with others who are involved with the company in some way.

55

Grapevine has three main characteristics: Not controlled by management. Most employees perceive it as being more believable and reliable

than formal communiqués issued by top management. Largely used to serve the self-interests of those people within it.

56

• The Grapevine– The unofficial and informal communication system in an

organization• Managerial Attitudes Toward the Grapevine

– Managers have predominately negative feelings about the grapevine.

– The grapevine is more prevalent at lower-levels of the managerial hierarchy.

– The grapevine appears to be more influential in larger organizations.( Game)

Grapevine

57

Common Grapevine Chains found in Organizations

58

• Communication occurs in three directions in organizations– Upward communications

– Downward communications

– Lateral communications

Communication-Directions

Communication network of the organization

59

The Impact of the Number of People on Communications Channels

60

Communication network of the organization

Communication takes place within networks. These are some of the types of network:

Chain Network: Each member communicates with the people above and below but with no one else.

Circle Network:Each member communicates with the people on both sides but with no one else.

Wheel Network: Information flows between the person at the end of each spoke and the person in the middle.

All-Channel Network: All members communicate

with all other members.

61

Figure 10.4 Small Group

Communications Networks

62

Small Group Communication Networks

• .Gatekeeper

Has a strategic position in the network that allows him or her to control information moving in either direction through a channel.

Liaison

– Serves as a bridge between groups, tying groups together and facilitating the communication flow needed to integrate group activities.

63

Communication in Organizations

• A chain network e.g formal contact

64

Communication in Organizations• A circle network e.g. between

people at the same level

65

Communication in Organizations

• A wheel network e.g. sales teams report to head office

66

Communication in Organizations• An all-channel network e.g.

brainstorming

67

1. Identify a communication problem you have experienced with family / friend

2. Identify your contribution to the problem

Activity – ORAL

68

:

Elements of Communication

• Source - person who creates a message

– encoding - physical process of delivering a message

• Message - content of the communication process; thoughts and ideas

• Receiver - recipient of the source’s message

– decoding - the process of interpreting the speaker’s message

• Channel - the medium through which the speaker sends a message

– noise - the interference that serves as a barrier to communication*

69

The Communication Process

Involves two or more parties One or more is the sender

with intentions to convey The intentions of the sender

are expressed in a message The message is

communicated by the sender in terms of signals along some medium

One or more of the other parties is a receiver.

Receivers have the ability to interpret the signals.

70

The Basic Communication Process

71

John Mary

Communication: the process of transferring information, meaning, and understanding from sender to receiver

72

The Communication ProcessBasic Model

2.Sender encodes idea in message

2.Sender encodes idea in message

3.Message travels over channel

3.Message travels over channel

1.Sender has idea

1.Sender has idea

4.Receiver decodes message

4.Receiver decodes message

6.Possible additional feedback to receiver

6.Possible additional feedback to receiver

5.Feedback travelsto sender

5.Feedback travelsto sender

73

Communication processDifferent stages

Source – encoding – channel- -decoding – receiver –feedback

Source –The sender has an idea-– The individual, group, or organization interested in

communicating something to another party. Source –(The sender ) must determine

– exactly what message he or she wants the receiver to understand

– Send the receiver enough information to understand the message but not enough to create overload

– Trust the receiver to use the information properly.

74

Forms of Communication

• Communication is usually described along a few major dimensions:

1. Content (what type of things are communicated) 2. Source (by whom) 3. Form (in which , method used for communication) 4. Channel (through which medium) 5. Destination/Receiver (to whom) 6. Purpose/ pragmatic aspect (with what kind of results) 7.

75

Communication: the process of transferring information, meaning, and understanding from sender to receiver

Encoding– The process by which the message is translated from an idea

or thought into transmittable symbols. Translating internal thought patterns into a language or code, the intended receiver of the message is likely understand and/or pay attention to.

– Choice of words, gestures, or other symbols for encoding depends on the nature of the message.(sh…)

– Technical or non-technical– Emotional or factual (anger)

76

Communication process

Transmission-Medium– Visual or auditory-The process through which the

symbols that carry the message are sent to the receiver.

Decoding– The process by which the receiver of the message interprets

its meaning. Successful decoding depends on the receiver having

a willingness to receive the message. knowledge of the language and terminology used in the

message. an understanding of the sender’s purpose and

background situation.

77

Communication process

Receiver– The receiver of the message may be an individual, a group,

an organization, or an individual acting as the representative of a group.

– The key for proper message reception is good listening. Feedback

– The receiver’s response to the message.– Verification is the feedback portion of communication in which

the receiver sends a message to the source indicating receipt of the message and the degree to which he or she understood the message.

78

The Communication ProcessExpanded Model

The Communication ProcessExpanded Model

79

The Process of CommunicationThe Process of Communication

Verbally or nonverbally. By speaking, writing, gesturing.

How may the sender How may the sender encode a message?encode a message?

Letters, e-mail, memos, TV, cell phone, voice, body. Others?

What kinds of What kinds of channels carry channels carry messages?messages?

80

Hearing, reading, observing.

How does a receiver How does a receiver decode a message?decode a message?

When a message is understood as the sender intended it to be.

When is When is communication communication successful?successful?

Ask questions, watch responses, don’t dominate the exchange.

How can a How can a communicator communicator provide for feedback?provide for feedback?

81

Communication problems in organization

Root of the problem Type of problem

A. Source

B. Encoding and decoding

C. Receiver

D. Organizational factors

A. Filtering

B. Semantics,jargons medium problems,lack of common experience

C. Selective attention,value judgments, lack of source credibility,overload

D. Noise,status difference,Time pressure,communication structure

82

Sender• Encodes message• chooses a medium

(channel)• Sends the

message

Receiver• Receives message• Decodes message• May send feedback

for clarification

Noise: Can interfere at any point

Words mean different things to different people.

The initiation of a message provides no assurance it has been received.

Communications often become distorted as they are transmitted.

83

Communication problems in organizations

Encoding and Decoding:-The source and receiver must share a common experience with the symbols that express the message if they are to encode and decode them in exactly the same way. Semantics: -Is the study of language forms.– Semantic problems occur when different meanings are attributed to

the same word. Jargon:-Is the specialized or technical language of a trade, field,

profession, or social group. The use of jargon is acceptable if the receiver is familiar with it.

Reduce Noise:- Any disturbance- A common form of noise is the “grapevine” – the informal communication system that coexists with the formal system.

84

Foster Informal Communication– Creates mutual trust; minimizes status differences.– Contributes to understanding between diverse groups.– Allows information to be communicated when needed.– Develop a Balanced Information System

Improving the Communication Process

85

Difference between oral and written communication

Modes of Communication--VERBAL MODE –LANGUAGE USED TO CONVEY MEANING

ORAL

ConversationSpeechesTelephone callsVideoconferencesAdvantages ?Disadvantages ?

WrittenLettersMemosReportsE-mailFax Advantages?Disadvantages ?

86

Oral written communication

• You are observed.• Your body language• Pauses• Intonation (rise and fall of

voice) • Pronunciation• Slang (informal

words/phrase used by groups)

• Semantics

• Receiver only reads

• One way-no scope for immediate feedback

• Be specific

• Accuracy

• Simple language

• Grammar

• Spellings

• Punctuations

87

88

Communications – Did you know?

• People remember:– 10 percent of what they read– 20 percent of what they hear– 30 percent of what they see– 50 percent of what they see and hear– 80 percent of what they say – 90 percent of what they say and do

89

Discuss

1. “Ineffective communication is the fault of the sender.” Do you agree or disagree? Discuss.

2. What can you do to ensure your message is received and understood as you intended?

3. How can managers use the grapevine for their benefit?

90

Good communicationIn organizations

91

Poor communication in an organization Results…… Lok Sabha???

92

Improving your skills

Learn to speak by speakingLearn to write by writingLearn to use by usingLearn to do by doingLearn to communicate by communicating

93

The Ten Commandments of Good Communication

1. Seek to clarify your ideas before communicating2. Examine the true purpose of each communication3. Consider the total physical and human setting4. Consult with others in planning communications5. Be mindful of the overtones as well as the basic content of

your message .6. Take the opportunity to convey something of help or value to

the receiver-Follow-up your communication7. Communicate for tomorrow as well as today8. Be sure your actions support your communications9. Seek not only to be understood but to understand – 10. Be a good listener