Managerial Communication

MGT: 519
Unit 1: Understanding the Foundations of Business
Communication

What is Managerial Communication?

Managerial: Relating to management or manager.
Communication: Conveying or exchanging information by
speaking, writing or using some other medium.
 Basic Communication Model/Process
i. The sender has an idea
ii. The sender encodes the idea as a message
iii. The sender produces the message in a transmittable medium
iv. The sender transmits the message through a channel
v. The audience receives the message
vi. The audience decodes the message
vii. The audience responds to the message
viii. The audience provides feedback to the sender
  Communication helps in the transfer of information from one
party called the sender to the other party called the receiver.
 Information if not shared is of no use.

Gateways to Effective Communication

a. Two way channel

b. Clarity of message
c. Mutual trust
d. Timely message
e. Consistency of message
f. Good relations
g. Flexibility
h. Feedback
 Managerial communication is a function which helps
managers to communicate with each other as well as with
employees within the organization.
 Managerial Communication helps in the smooth flow of
information among managers working towards a common
 goal. The message has to be clear and well understood in
effective communication.
 The team members should know what their manager or team
leader intends to communicate.
 Effective managerial communication enables the information to
flow in its desired form among managers, team leaders and their
respective team members.

Ways/Modes of Managerial Communication

i. Verbal communication: Use of words in speech (Oral

conversation) and written form (Through emails, letters, notices
etc.)
ii. Non- Verbal Communication: Body language, eye-contact,
facial expressions, gestures etc.

Managerial communication is mainly of the following two types:

  Interpersonal Communication - Interpersonal
communication generally takes place between two or more
individuals at the workplace.
 Organizational Communication - Communication taking
place at all levels in the organization refers to organizational
communication.

Organizational Communication
Organizational Communication is of the following two types:
i. Formal Communication
Communication which follows hierarchy at the workplace is
called as formal communication. Employees communicate
formally with each other to get work done within the desired
time frame.
ii. Informal Communication
Employees also communicate with each other just to know what
is happening around. Such type of communication is called as
informal communication and it has nothing to do with
designation of individuals, level in the hierarchy and so on.
Direction of Communication Flow
i. Upward Communication
 Flow of information from employees to managers is called
upward communication. Upward communication takes place
when employees share their views with their managers on their
nature of work, job responsibilities and how they feel about the
organization on the whole.
ii. Downward Communication
Downward communication takes place when information flows
from managers to the junior staffs.
Managers often give orders and instructions to their
subordinates as to what to do and how to do various tasks. Such
type of communication is called downward communication.
iii. Horizontal Communication
Horizontal communication happens between and among
departments. There happens two-way communication. For
example; if a company gets loss, there happens discussion
between employer and staff. In such a situation, both parties
actively engage to find out the solution.
Why is Managerial Communication Important in an
Organization?
 Information Sharing-The key purpose of communication is to
pass on information to individuals or groups. Different types of
information are shared in a company like rules and regulations,
changes in the organization, work deadlines, and more.
 Feedback-Employees need to be given feedback on their
achievements also departments need to be told of their
performance. Upper management also needs to be told on the
achievement of goals. When feedback is given difficulties
encountered during the process can be known and rectified for
a smoother process.
 Influence-Information can be used to outline how people will
act, when a manager communicates well it will create a good
work environment, develop the right attitudes, and develops
teamwork relationships.
 Problem Solving-Managerial communication is key in finding
solutions to difficulties encountered at the workplace. Good
communication between the managers and employees on issues
will find solutions to problems and easily develop consensus.
 Assist in Decision Making– The most important role of a
manager is decision making. To make the right decisions a
manager needs to get all the information necessary to decide.
Also, the way decisions are communicated will have an impact
on how they will be taken in terms of co-operation and support
to achieve the goal desired. For decisions to be made the
exchange of information, views is a must between the managers
and their teams.
 Facilitating Change- How clearly organization change is
communicated will determine how effectively it is
implemented. Managerial communication will show the
 difficulties in the changes implemented and what corrective
measures must be taken.
 Team Building- Great relationships are built on
communication. If a manager doesn’t allow for proper
communication within his team a breakdown in the group may
occur leading to friction. Communication is, therefore, the
lubricant for proper working between a manager and his team.
 Development of Managerial Skills– When a manager
communicates frequently with his team he understands them
better. When communication facts, ideas, feelings, opinions the
manager becomes more knowledgeable about the ongoing at
work and the behavior of his staff. What he learns through these
interactions will help him know how best to handle people and
various tasks.
 Motivating People– If managers don’t communicate to their
staff frequently about their expectations, plans regarding their
career growth, welfare measure they may be frustrated and de-
motivated. Through managerial communication, managers can
inform staff of rewards and incentives to motivate them.
 Giving Job Instructions– Managers need to be clear to their
subordinates about the job requirement such as what is expected
and the time it should be completed. Failure to do so may lead
to confusion about what is expected leading to inefficiency in
the company. Subordinates can also seek clarification from
their seniors if they don’t understand what is expected of them,
through upward communication.
  Controlling People– Every company has a clear way it
operates outlined in its rules, regulations, and procedures. This
information is communicated by managers to ensure plans are
carried out within the guidelines of these parameters.
Managerial communication is, therefore, key to ensuring staff
knows this and adhere to it.

Chapter 1:
Achieving Success through Effective Business Communication
Introduction to Business Communication
 Business communication is the process of sharing information
between people within and outside a company for the
commercial benefit of the organization.
 It is the relaying of information within a business.
 Effective business communication is how employees and
management interact to reach organizational goals.
 Its purpose is to improve organizational practices and reduce
errors.

The importance of business communication lies in:

  Presenting options/new business ideas
 Making plans and proposals (business writing)
 Executing decisions
 Reaching agreements
 Sending and fulfilling orders
 Successful selling
 Effective meetings etc.
Methods of Business Communication
 When business communication actually happens, it’s
either verbal or written.
 Furthermore, communication takes place either in
person/face-to-face or remotely.
 Neither of these are better or worse for your company on their
own and entirely depends on the context.

Some companies are in a single office. Some have offices in

various time zones. Others are fully remote and don’t have a
physical location (Buffer and Zapier are great examples of
location-independent companies). There are some methods of
business communication applicable to some or all of the above
scenarios:

1) Web-based communication
This includes everyday communication channels like emails and
instant messaging application.

2) Video conferencing
Great video conferencing systems enable people at remote
locations to run meetings that feel as close to in-person meetings as
possible. They take phone meetings one step up.

3) Face-to-face meetings
In-person meetings can help a business move forward with ideas
quickly. Research shows that in-person meetings generate more
ideas than virtual meetings.

4) Reports and official documents

The ability to refer to a written document at any moment reduces
the chance for confusion or disagreement and provides extra clarity
in communication.

5) Presentations
Presentations supported by reports and PowerPoint slide decks are
often how meetings with larger groups are conducted.

These are great for sharing new ideas in a way that creates space
for questions and any clarifications.

6) Forum boards and FAQs

An internal area for employees to refer to frequently asked
questions on various departmental topics and to ask new ones that
will make them more productive and up-to-date on a matter.
7) Audio-conferencing: It allows long distance speech.

8) Surveys
Both internal and customer surveys are an ideal way to gather
feedback and ratings on important topics. Surveys facilitate a
healthy cycle of feedback-supported improvements and open a
communication channel between all levels inside an organization.

9) Customer management activities

This can include any customer relations activity. Examples include
live chat support, customer relationship management (CRM)
systems, customer onboarding process, customer reviews, and
more.

Understanding Why Communication Matters

Why Communication Matters?
 Communication matters to boost confidence
 Communication matters to your career build up
 Communication matters in breaking the traditional thoughts
 Communication matters to your great attitude
 Communication matters in building a good relationship
 Communication matters in solving the problems
 Communication matters in every aspect of our lives
Having strong communication skills aids in all aspects of life –
from professional life to personal life and everything that falls in
between.
From a business standpoint, all transactions result from
communication. Communication plays an important role to transfer
information, meaning and ideas between sender and receiver.
While communicating, a business person should understand
people’s age, cultural ties, gender etc.
Effective communication skill helps you to understand yourself
and others, solve problems, increase productivity, maintain good
working environment, learn new things and build your careers.
In contrast, poor communication skills lead to frequent
misunderstanding and frustration. In a 2016 Linked In
survey conducted in the United States, communication topped the
list of the most sought-after soft skills among employers.
Communication is Important to Your Career and Company
Communication Is Important To Your Career
You can have the greatest ideas in the world, but they will have no
impacts to your company or your career if you can’t express them
clearly and persuasively.
As you take on leadership and management roles, communication
becomes even more important.
The higher you rise in an organization, the less time you will
spend using the technical skills of your particular profession and
the more time you will spend communicating.
Top executives spend most of their time communicating, and
businesspeople who can’t communicate well don’t stand much
chance of reaching the top.
Strong communication skills give you an advantage in the job
market.
Communication Is Important To Your Company
● Closer ties with important communities in the marketplace
● Opportunities to influence conversations, perceptions, and trends
● Increased productivity and faster problem solving
● Better financial results and higher return for investors
● Earlier warning of potential problems, from rising business costs
to critical safety issues
● Stronger decision making based on timely, reliable information
● Clearer and more persuasive marketing messages

Barriers in the Communication Environment

i. Vocabulary: Inadequate knowledge of words
ii. Jargon: Technical terms of particular fields.
iii. Euphemism: Wrong use of polite expressions
iv. Slang: Very informal words
 v.Abstract and Ambiguous (confusing) words
vi.Wrong translation
vii.Noise and distraction (disturbance)
viii.Competing message (Pressure to respond many messages at
the same time)
ix. Filters (Social media filtering the words and preventing to
express in detail)
x. Channel breakdown (related to faulty equipment, virus, busy
network etc.)

What Makes Business Communication Effective?

Effective messages are practical, factual, concise, clear, and
persuasive. To make business communication effective, you can
adopt the following guidelines:
1. Provide practical information. Give recipients useful and reliable
information, whether it’s to help them perform a desired action or
understand a new company policy.
2. Give facts rather than vague impressions. Use concrete language,
specific detail, and information that is clear, convincing, accurate,
and ethical. Even when an opinion is called for, present compelling
evidence to support your conclusion.
3. Present information in a concise, efficient manner. Concise
messages show respect for people’s time, and they increase the
chances of a positive response.
4. Clarify expectations and responsibilities. Craft messages to
generate a specific response from a specific audience. When
appropriate, clearly state what you expect from audience members
or what you can do for them.
5. Offer compelling, persuasive argument and recommendation:
Use good logic, argument, example and reasons to persuade your
costumers.
Communicating in Today’s Global Business World
 The digital media have revolutionized the communication
system.
 Social networks such as email, internet, Facebook, Twitter etc.
have become easy access to communicate all over the world.
 The objective of communication in today’s global business
world can be as follows:
i. Share information
ii. Communicate goals and objectives
iii. Issue order and instruction
iv. Counsel
v. Advise
vi. Motivate employee
vii. Educate and impart training
Understanding the Unique Challenges of Business
Communication: Globalization
 Due to information and communication technology, the world
is becoming smaller.
  Global business environment is both an opportunity and
challenge in such context.
 Companies that sell their products in other countries face
considerable communication challenges.
 Digital marketing makes it possible to offer product
throughout the world.
 In the context of globalization of business, there appears
diversity in terms of education, market, religion, culture,
ability etc.
 The manager has to face communication challenges in global
marketing in terms of language, culture formality etc.
 Anyway, global marketing helps the manager to know the
followings:
a. Competitive insight
b. Customer needs
c. Regulations and guidelines
Communicating as a professional
 Speaking personally doesn’t need professionalism but in
business communication, professionalism matters much.
 While communicating, the managers need to maintain their
tone and choose strong and sweet words.
 Similarly, words should be put in grammatically well-formed
sentences.
 Professionalism also covers etiquette, encouragement for
team work, ethical behavior and positive outlook.
  Professionalism can be achieved with practice and long run
experiences.
Understanding what Employers expect from you
 Concrete information
 Coherent expression of ideas
 Persuasive language
 Good sense of listening
 Use of standard grammar
 Communication in a civilized way
 Being far from negative conduct
 Being thoughtful for company’s benefit
Adopting an Audience-Centered Approach
 To run the business, you should win the heart of your
audience.
 Better to adopt ‘You Attitude’ to persuade them.
 Need to use indirect approach
 Should understand their age, status, profession, emotional
state, interest etc.
 While addressing audience’s objection, you should maintain
your tone, logic, ideas etc.
 You need to balance heart and mind, emotion and logic
 You are expected to be polite, gentle and well-mannered.
Organizational Communication Policies
 All companies have organizational culture and climate.
 The culture and communication that takes place within the
organization reflect the beliefs, values, and attitudes of the
organization.
 Communication drives organizational culture too by reflecting
whether it allows for open discussions and interactions or not.
 Many organizations make either direct or indirect
communication policies.
 Important policy items include public relation communication,
human resource communication, communications etiquette,
appropriate channels etc.
 Employees must know when, where and how they can talk or
communicate about their company business.
Communication Media Choice
There can be several channels or media through which we can
communicate and deliver our message. They are as follows:
1. Traditional Written Communication: Brochures, bulletins,
financial statements, letters, journals, reports etc.
2. Traditional Oral Communication: Face-to-face meetings,
gatherings, orientation, training etc.
3. Technology-Based Communication Media
a. Email, phone, voicemail
b. Instant messaging and texting
The Social Communication Model
 It is very common in the field of ICT
 It is based on social media or networks
 Facebook pages, Twitter, YouTube, videos, Blogs etc. are
some examples of social networks.
 Some of the common social media used by the companies are:
 Blogs: Updated posts, news etc. to engage and educate
customers
 Vlog: Video form of a blog
 Microblogs: Used for short messages with timely
information such as Twitter
 Multimedia: Incorporate several forms of media
 Wikis/ Wikipedia: Online spaces where people
collaborate (work together). Wikis allow workgroups to
share documents, schedule team meetings etc.
 Social media can be used for information sharing,
advertisement, online marketing, online transactions etc.
1.0 Vs. 2.0 Communication in Use
1.0 communication is a use of traditional web of 1.0 in digital
communication which only offers people one-way communication
such as reading the contents. This is presentation oriented content
viewing service. It is the first generation internet technology. It
only allows the static content publication with no option for direct
modification or creation of content by other users.
 2.0 communication is the use of the second generation of web 2.0.
It is a new software tool that facilitates the creation and publication
of contents as well as the possibility for users to share such
contents in an easy way. It establishes the public relations with
developed and recent technologies. It is really advanced and have
easy access to all. For example; if a manager wants to give some
message to the employees and wants the immediate responses of
them, he can use 2.0 communication to have the effective results.

Guidelines for Using Technology to Improve Business

Communication
I. Keeping technology in perspective: Businesspersons should
have proper knowledge of technological tools.
II. Guarding against information overload: Filter junk and
unwanted messages
III. Using technological tools productively
IV. Reconnecting with people: Use of personal reference, face-to-
face communication etc. to minimize the overuse of ICT.
Ethical and Legal Consequences of Communication
Ethical Communication
Ethics refers to the accepted conduct of society. Being ethical is
showing socially and morally expected behaviors that include
honesty, truthfulness, relevant information etc. There are basically
professional, social and individual ethics. If we violate these
code of conducts, it becomes unethical communication. Unethical
communication includes the following features:
1. Plagiarizing/ Intellectual theft: Copying other’s ideas or
sayings without citing or giving credit to them.
2. Omitting essential information
3. Selective misquoting: Leaving original words, quotation
marks etc.
4. Misrepresenting number: Giving wrong data
5. Distorting visual: Escaping or avoiding the visuals like graph,
chart etc.
6. Failing to respect privacy or secrecy
Distinguishing Ethical Dilemmas from Ethical Lapses
 Ethical dilemma is faced when you have to choose between
two or more alternatives. It is closer to confusion in proper
choice.
 Ethical lapse is a mistake or error in judgment that gives
harmful result for a company. It causes loss.
 An ethical dilemma may lead you to an ethical lapse if you do
not handle properly.
 In business too, you come across ethical dilemma but if you
choose wrong alternatives, you will get ethical lapses.
 For example; you want punctuality of your employees for the
betterment of your company. Thinking so, if you force a sick
staff to work as efficiently as others, it is ethical lapse.
Ensuring Ethical Communication
 Making code of punctuality, dress, speech etc.
 Understanding company’s culture
 Taking right decision
 Being honest, truthful and persuasive
 Showing sympathy, empathy and mutual respect
 Respecting other’s privacy
 Giving factual information
 Showing positive attitude for the welfare of the company
Legal Communication
Legality is related to law, so being legal means showing lawful
behaviors. Illegal communication might cause penal actions.
Business communication is also related to legal communication.
We should consider the following things for the legal
communication.
a. Promotional Communication based on truth and accuracy
b. Contract between the parties
c. Employment communication: Avoid biased and offensive
words to the employees.
d. Intellectual property: Prevent hacking of copyright materials
e. Financial reporting: Accurate balance sheet, audit reports etc.
f. Defamation: Do not use any information that harms other’s
reputation.
g. Transparency equipment