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COLLEGE OF BUSINESS, HOSPITALITY AND TOURISM STUDIES

DEPARTMENT OF MANAGEMENT
MGT 501: INTRODUCTION TO BUSINESS MANAGEMENT
TUTORIAL 10:MANAGERIAL COMMUNICATION
NAMES: ID#

ALANIETA RASOVO -2010002331

LOSALINI LIGANI -2006001111

PAULINI RACACA -2006002221

RUSIATE VADA -2020008630

VETAIA DAKUA -2020008745

1. Explain major types of communication manager’s use and discuss their communication preferences.
For a familiar organisation, identify examples of each type. Classify the non-verbal communication
examples in terms of kinesics behavior, proxemics, paralanguage and object language.

Communication can be defined as the exchange of messages between people to reach common
meanings in forms of :
Verbal communication can be defined as the use of written or oral words to communicate.
Non verbal communication can be defined as the use of elements and behaviours not coded into
words.

2. Outline basic components of the communication process. Identify these in a conversation you witness.

To communicate with others we must convert what we are thinking into a message (verbal or non
verbal) that we can pass on to others. What form that message takes depends on who is the intended
recipient of it e.g. if we want to send a written message to our grandmother we might write a well laid-
out letter. If we are sending a message to our friends we might use SMS, Facebook or email. The
 same thing happens in business. If you are talking to your mates at work you are likely to use a
different approach than if you are talking to the Chairman of the company.

The first stage of the process is therefore to encode your message into either a verbal or non verbal
form (the medium).

Then you send the message to the other person (the receiver).

The receiver decodes the message (converts it back into something that is meaningful for them). How
well you encode your message in relation to the receiver dictates how much they understand of it.
Another factor that may interfere with the encoding process is noise, or background interference that
has potential to interfere with the message encoding/decoding process.

In the final stage feedback tells you whether the other person actually understood the message you
were trying to understand.

When communication specifically includes feedback, it is two-way and is likely to generate better
understanding. One way communication gives the other person no way to check with the sender
whether their understanding is correct or not.

3. Describe attribution theory, including fundamental attribution error and the concept of self-serving bias.
Identify an example of the fundamental attribution error based on a situation you have seen.

Attribution processes

“Attribution theory explains how people make judgments or attributions about the causes of behaviour
of another or themselves”

In making judgements about what caused what, managers must consider the tendency to
underestimate situational influences and overestimate dispositional influences (e.g. personality traits or
a person’s own efforts) to explain behaviour.

Semantics

“Semantics is the study of the meanings and choice of words”

Cultural context

Symbols and gestures can also have different meanings in different cultural settings. Clear
communication is therefore needed to avoid breakdown in understanding.

Communication skills
 Strong listening and feedback skills are key basic ingredients in communication. “Good communication
relies heavily on information from oral communication, so listening skills are crucial” Paraphrasing what
another is saying ensures you have understood the key message. Asking open-ended questions helps
to clarify information and acknowledge the speaker’s feelings. Effective feedback focuses on relevant
behaviours or outcomes, not the person. It is specific with perceptions, reactions and opinions being
labeled as such. If done well feedback can motivate

4. Outline the major types of centralised and decentralised group communication networks. Explain
conditions under which centralised and decentralised networks will give the best performance.

Communication networks are the information flow patterns among task-group members” in centralised
networks one person sits at the centre of the information network and controls information flow. Note
that for simple, routine tasks this type of network is fast and accurate. This limits the free flow of
information. However, when the task becomes complex, a decentralised network is better because it
encourages a freer exchange of information. This encourages creativity and collective problem solving.
Research also shows that morale is higher in decentralized networks, but at the expense of speed and
accuracy.

5. Differentiate between vertical and horizontal communication. Identify major methods used in your
college or university for downward communication from senior administrators to students and for
upward communication from students to senior administrators.

Horizontal communication is when information flows between persons holding the same position in an
organization. Vertical communication on the other hand, is when communication flows systematically
between supervisors and subordinates (Up and Down). In universities effective e-channel(emails) and
written manuals, handbooks, memos, and policies, or oral presentations are methods of downward and
upward communications used by students and senior administrators.

To get their message across, executives use a number of communication strategies, some more
effective than others

 Spray and pray means that employees are overloaded with lots of information in the hope they will
work out for themselves what is important and what is not.
 Tell and sell means that only important messages are communicated (or sold) to employees.
 Underscore and explore means that “communication focuses on several non-fundamental issues
and invites employees to explore the implications.
 Identify and reply – the focus here is on employee rather than organisational concerns.
 Withhold and uphold – executives withhold information until necessary. This can result in power
from withholding information which in turn can result in a lack of transparency.
6. Assess organisational implications of the grapevine.

Grapevine is a form of informal communication, operates both in internal and external informal
channels which can contribute to and benefit the organization.Therefore, it is found in all organizations.
It does not follow any prescribed or predetermined rule and spreads any information quickly. Managers
got a significant proportion of their information from informal networks (or grapevines). This is because
informal networks are fast and carry large amounts of information, 50 to 90% of which is accurate.The
internet facilitates ‘grapevines’ by providing a cheap fast way to contact a large number of people. This
is good when the information is accurate as they can “give employees time to consider potential
changes and contribute to organisational changes. However, grapevines can be a real problem when
gossip or false rumours are being spread. They can be easily used to undermine authority – as can be
seen in many countries where the internet and mobile phones are used to support rebellious activities.

7. How can managers use electronic mail systems, teleconferencing and videoconferencing to their
advantage in communicating?

Type of electronic Advantages

communication

Email • Allows high speed

‘Facebook’ communication
• Encourages wider
communication
• Improves vertical and horizontal
communication
Voicemail • Includes non-verbal cues
• Users can leave messages

Tele and video conferencing • Includes non-verbal cues

• Cuts travel expenses

Managers uses video conferencing to stay interconnected with their own companies,
partners, suppliers and customers. This allows the company to dramatically cut their travel
costs but it has also lead to increased stress from employees who are now expected to tele-
conference late into the night in order to work in with different time zones. So while there
has been an economic and environmental gain, there has also been a social loss.