Management Science I Dr. T. J.

Kamalanabhan

MODULE 6
Communication

Communication: The process by which information is transmitted and

understood between two or more people.

Communication competence: A person’s ability to identify appropriate

communication patterns in a given situation and to achieve goals by applying that
knowledge.

Importance of Communication:
• Facilitates knowledge management
• Co-ordinates work activities
• Fulfils social needs and eases work-related stress

THE COMMUNICATION PROCESS MODEL

Indian Institute of Technology Madras

Management Science I Dr. T. J. Kamalanabhan

Barriers to communication

• Perceptions
• Filtering
• Language
– Jargon
– Ambiguity
• Information overload
– Can be reduced by buffering, summarizing, or omitting information

Channels of communication

• Verbal communication (any oral or written means of transmitting

meaning through words)
– Face-to-face interaction through speech
– ‘Fiber’ mail
– Electronic mail
– Instant messaging
– Law of telecosm: as the web of computer network expands,
distances will shrink and eventually become irrelevant
• Non-Verbal communication
– Facial expressions, voice intonations, physical distance, silence
• “Emotional contagion” (automatic and unconscious tendency to mimic
and synchronize our non-verbal behaviors with those of other people)
– Provides immediate feedback
– Receiving emotional meaning
– Social glue

Indian Institute of Technology Madras

Management Science I Dr. T. J. Kamalanabhan

CHANNEL (MEDIA) RICHNESS

The data-carrying capacity of a communication channel (medium), including

the volume and variety of information it can transmit.

Communicating in organizational hierarchies

• Newsletters and E-zines

• Work space design
• Employee surveys
• MBWA (Management by walking around)

Communicating through “GRAPEVINE”

• Grapevine characteristics
– Rapid transmission of information
– Works through informal social networks
– Rumors transmitted through media-rich channels (e.g. face-to-
face)
– Possibility of information distortion

Indian Institute of Technology Madras

Management Science I Dr. T. J. Kamalanabhan

• Advantages of Grapevines
– Helps employees make sense of their workplace when information
is not available through formal channels
– Main conduit through which organizational stories and other
symbols of organization's culture are communicated.
– Social interaction relieves anxiety and fulfils need for affiliation.
– Valuable signal for corporate leaders to take action.

• Disadvantages of Grapevines
– ↓morale when management is slower than the grapevine in
communicating information.
– Distorted information can increase employees’ anxiety levels.

Improving interpersonal communication

• Getting the message across

– Empathize
– Repeat the message
– Use timing effectively
– Be descriptive

• Active Listening
– Sensing
¾Postpone evaluation
¾Avoid interruptions
¾Maintain interest

Indian Institute of Technology Madras

Management Science I Dr. T. J. Kamalanabhan

Using feedback in interpersonal communication

Functions of feedback

Giving Feedback Receiving Feedback

Provides verifiable data about behavior. Helps in processing behavioral data

Encourages collecting data from several

Increases self-awareness
sources.

Suggests alternatives to be considered. Increases sensitivity to cues

Encourages experimentation with

Improves interpersonal communication.
new behavior

Establishes culture of openness Encourages openness

Promotes interpersonal trust Develops mutuality

Giving Effective Feedback

Feedback should:
• Be descriptive and non-evaluative
• Be focused on behavior, not the person
• Be data-based, specific, not impressionistic
• Reinforce new positive behaviors
• Be suggestive, not prescriptive
• Be continuous
• Be personal
• Be need-based and solicited
• Be intended to help
• Be focused on modifiable behavior
• Satisfy needs of both parties
• Be checked and verified
• Be well-timed
• Should contribute to mutuality and group-building

Indian Institute of Technology Madras