Managing Communication

Definition

• Communication is defined as the process by which

information is exchanged between individuals

• The process includes the use of written messages, spoken

words and gestures

• Communication is essential for achieving managerial and

organizational effectiveness
 Functions of Communication

• Control

• Motivation

• Emotional expression

• Information
Communication Process
 Basic Forms of Communication

• Non-verbal Communication- Kinesics and Paralanguage

• Verbal Communication- Speaking (Oral) and Listening

• Written Communication- Writing the messages/information

 Oral Communication

Speeches, formal one to one and group discussions and

informal rumor mill or grapevine are popular forms of Oral
Communication. The modes are:

 Meetings

 Videoconferencing

 Telephone
 Written Communication

It includes:
• Letters

• Power-point

• E-mail

• Instant messaging

• Text messaging

• Social Media

• Blogs

• Others( Google+, Youtube, etc)

 Non-verbal Communication
• Non-verbal communication is the process of
communicating without the use of words(Silent
Language)

• It is defined as the non-word human responses like facial

expressions and gestures and the perceived
characteristics of the environment through which the
human verbal and non-verbal messages are transmitted

• It consists of usage of cues, gestures, vocal qualities,

attitude towards time, spatial relationship, etc that allows
to communicate without words to convey a message
Internal Communication Network (Channels)

• Downward Communication

• Upward Communication

• Lateral Communication

• Interactive Communication

• Electronic Communication
 Downward Communication (Top to Bottom)

Information flows from superior to subordinates. The purposes

are:
• To give job instructions

• To bring about understanding of the work an its relationship to

other organizational tasks

• To provide information about the procedures and policies

• To provide feedback to the subordinates on their performance

• To instill a sense of mission in the workers

 Upward Communication (Bottom to Top)
• Upward communication networks provide subordinates the
means for conveying information to their superiors
• It helps in gaining feedback and learning about problems,
roadblocks, attitudes and perception that are affecting
efficiency
• Techniques to make upward communication effective are:
 The grievance procedure
 Open-door policy
 Counseling, attitude questionnaires and exit interviews
 Participative techniques
 The ombudsperson
 Lateral Communication (Cross
Communication)
Lateral Communication channels are used to convey
information between individuals and units in other
departments outside their own chain of command. The
purposes are:
• Coordination of tasks

• Sharing of information

• Problem Solving

• Conflict resolution
 Interactive Communication
Interactive Communication constitutes an informal channel of
communication that may be formed by employees in an effort to
circumvent or complement formal channels. Its forms are:
• Networks: A Network is a group of people who develop and
maintain contact with each other to exchange information of
common interest in an informal manner. Types are:
 Internal Networks: Employees from different departments and
business unit
 External Networks: Business partners, customers and
competitors

• Grapevine Communication: Informal channels are collectively

referred to as Grapevine that provides information on the
unwritten rules of the organization and important management
decisions well before they are implemented
 Communication Technology
• Management Information System(MIS): It is a system that gathers,
organizes and summarizes data and then presents it in a format
customized to the situation and the individual using the information

• Electronic Mail: It is a computer based system which allows people to

exchange messages across the world within a few minutes

• Telecommuting: It involves the accomplishment of all or a part of a

person’s work at home through computer links to the office

• Telecommunication Explosion: It is the convergence of computing and

communication equipment

• Voice Messaging: It allows the receiver to listen to message long after it

has been transmitted
 Barriers to Effective Communication
• Filtering: Manipulation of information by the sender so as to
obtain a favorable opinion from receiver

• Selective Perception: Perception of information on the basis of

needs, values, experience and background influencing the
personal interests and expectations

• Defensiveness: An Intentional attempt to block communication

when a threat to self image and prestige is felt by making
sarcastic comments, passing judgments on others or questioning
the motives of the other party

• Language: Age, education and background influence the use of

language by people and the meanings they associate with words
 Dealing with Communication Barriers

• Know your subject/content

• Focus on the purpose

• Know your audience

• Be organized