Managing Communication

CHAPTER 14 MANAGEMENT
STEPHEN P.ROBBINS. MARY COULTER
 Presentation

Members:
 Narjis Fatima
 Fizza gillani
 Linta sabir
 Sidra

Presented to:
 Sir Abdullah Shah
 COMMUNICATION

Communication is the exchange of information, ideas, or

thoughts between two or more individuals or groups.
It can be done through talking, writing, or body language.
Good communication means that we understand each other and
can express ourselves clearly.
 Functions of Communication

Communication has 5 major functions within a group or organization:

 Management
 Motivation
 Emotional sharing
 Persuasion (process of persuading someone)
 Information exchange
 Function
 Information function: to inform other people of what we know.
 Education function: to educate others or to aware other.
 Entertainment function: to entertain others.
 Motivation function: to motivate others.
 Aesthetic function: to create an aesthetic experience.
 Emotional expression: to express emotions.
 Regulation/control function: to regulate/control others.
 Social interaction function: to interact with others.
Communication process:

The communication process starts with the formation of

ideas by the sender, who then transmits the message through
a channel or medium to the receiver. The receiver gives the
feedback in the form of a message in the given time frame to
continue the communication cycle.
Modes of communication:
Oral communication:

 Oral communication is the exchange of information and ideas

through spoken word.
 It can be directly in person in a face-to-face interaction group
discussions.
 through an electronic device such as a phone or radio.
 The most effective way for businesses to transmit information is
through oral communication, such as a staff meeting, and
workshop.
Written communication:

 It is a process in which any message exchanged between two or

more persons that make use of written words is called as written
communication.
 The written communication is the most common and effective
mode of business communication.
 Example:
WhatsApp messages, mails, reports, documents, letters, job
descriptions,
etc.
Nonverbal communication:

 nonverbal communication(NVC) transfer of

information from one person to another without
the use of words or spoken language.
 Ittransfer messages or signals through a
nonverbal platform such as eye contact, facial
expressions.
Barriers to effective communication:

 Information Overload
 Filtering
 Emotions
 Language
 Silence
Information overload:

 Information overload occurs when there is too much information

for a person to process effectively. This can happen in
communication when there is too much information to take in,
making it difficult to understand what is being said. It can lead to
confusion, misunderstandings, and a breakdown in communication.
 To overcome this barrier, it's important to be clear and concise in
your communication, and to focus on the most important points.
Filtering:

 It occurs when the sender of a message intentionally or unintentionally withholds

information from the receiver.
 This can happen for a variety of reasons, such as a desire to present oneself in a positive
light or to avoid conflict.
 When filtering occurs, the receiver may not have all the information they need to fully
understand the message, which can lead to misunderstandings and a breakdown in
communication.
 To overcome this barrier, it's important to be open and honest in your communication.
Emotions:

 When emotions are high, it can be difficult to communicate effectively.

 This can happen when people are angry, upset, or stressed.
 When emotions are running high, people may not be able to think clearly or
express themselves effectively, which can lead to misunderstandings and a
breakdown in communication.
 To overcome this barrier, it's important to take a step back and try to calm down
before continuing the conversation.
 It's also important to be aware of your emotions and to communicate them
clearly, so that the other person can understand where you're coming from
Language:

 When people speak different languages or use difficult

words than it is unfamiliar to the other person, it can be
difficult to communicate effectively.
 Toovercome this barrier, it's important to use language
that is clear and concise, and to avoid difficult words
whenever possible.
Silence:

 When people are silent or unresponsive, it can be difficult to

communicate.
 This can happen when people are shy, unsure of themselves, or
uncomfortable with the conversation.
 To overcome this barrier, it's important to encourage people to
speak up and to create a safe and supportive environment where
people feel comfortable expressing themselves. It's also important
to give people time to process their thoughts before responding.
Overcoming the barriers:

 Use feedback:
Feedback is when someone tells you how they feel about what you said or did. It
can help to identify areas where communication is breaking down and suggest ways
to improve it.
 Simplify language:
When people use complex or technical language, it can be difficult for others
to understand what they are saying. To overcome this barrier, it's important
to use words and phrases that are easy to understand.
Overcoming the barriers:

 Listen actively:
When people listen actively, they pay close attention to what the other
person is saying. This can help to create a open environment where
people feel comfortable expressing themselves.
 Constrain emotions:
When people let their emotions get the best of them, it can be difficult
to communicate effectively. To overcome this barrier, it's important to
remain calm even in difficult or emotional situations. It's also
important to avoid using aggressive language, as this can make the
situation worse.
Effective organizational communication:

 Effective organizational communication is the

process of sharing information and ideas within a
business in a clear, positive, and empathetic way.
Formal versus informal:

 Formal communication is typically used in professional settings,

such as in the workplace or in academic environments. It follows a
structured format, such as reports, memos, and presentations, and is
usually written and follows specific rules and conventions.
 Informal communication, on the other hand, is used in casual
settings, such as between friends and family members. It is
characterized by a more relaxed and spontaneous format, such as
conversations, emails, and text messages, and is usually spoken or
written in a conversational style.
Direction to flow:
 Download communication:
Download communication refers to the process of transferring data or
information from a remote location to a local device, such as a
computer or smartphone. In this type of communication, the direction
of flow is from the remote location to the local device.
For example: when you download a file from the internet, the data
is transferred from the remote server to your local computer.
Similarly, when you receive an email or a text message, the data is
downloaded from the remote server to your local device.
 Upward communication:
Upward communication refers to the flow of information from
lower-level employees to higher-level managers or executives
within an organization. This type of communication is used to
provide feedback, suggestions, and ideas from employees to their
superiors.
Upward communication can take many forms, including emails,
memos, reports, and meetings. It is an important part of
organizational communication, as it allows lower-level employees
to provide valuable feedback and insights to their managers and
executives.
 Lateral communication:
Lateral communication refers to the exchange of information between
colleagues or peers at the same level within an organization. This type of
communication is used to share knowledge, coordinate activities, and
collaborate on projects.
Lateral communication can take many forms, including face-to-face
conversations, emails, instant messaging, and video conferencing. It is
an important part of organizational communication, as it allows
employees to work together more effectively and efficiently.
 Diagonal communication:
Diagonal communication refers to the exchange of
information between employees at different levels and from
different departments or units within an organization. This
type of communication is used to facilitate coordination,
problem-solving, and decision-making across different parts
of the organization.
Communication Network:
 The vertical and horizontal flows of organizational communication can be combined
into a variety of patterns called communication network.
 TYPES:
 The Grapevine:
Grapevine is a form of informal communication that can exist within
any type of communication network, including formal and informal
networks. In a formal communication network, grapevine
communication can occur when employees share information or
rumors outside of the formal channels established by the organization.
In an informal communication network, grapevine communication can
be the primary means of communication between employees.
Communication in the internet and social media:

 Communication on the internet and social media has revolutionized the way
people interact with each other. The internet has made it possible for people to
communicate with each other from anywhere in the world, at any time, and
through a variety of platforms and channels.
 Social media platforms like Facebook, Twitter, Instagram, and Snapchat have
become popular means of communication, allowing people to share information,
ideas, and opinions with their friends and followers. Social media has also
become an important tool for businesses and organizations to connect with
customers and stakeholders, and to promote their products and services.
The 24/7 work environment:

 The 24/7 work environment refers to the expectation that

employees are available and responsive to work-related
tasks and communication at all times, including outside of
normal business hours. This expectation has become
increasingly common in today's fast-paced, technology-
driven world, as employers seek to maximize productivity
and efficiency.
Social media:

 Employees can read, comment, and exchange articles on the same channel.
 Information does not get lost in the crowded inboxes.
 Employees can share their experiences and make suggestions for creating
competitive advantage.
 Creating a video portal like on youtube for internal audiences only is an
excellent way for employees to stay up to date on colleagues, new products, and
company messages.
 It can be addictive.
 Social media causes lack of personal interaction which is important to build
trustiing relationships.
Cybersecurity:

 Cybersecurity refers to the practice of protecting electronic devices, networks, and

sensitive information from unauthorized access, theft, and damage.
 With the increasing use of technology in our daily lives, cybersecurity has become
an increasingly important issue, as cybercriminals seek to exploit vulnerabilities in
our digital systems for financial gain or other malicious purposes .
 To protect yourself and your information from cyber threats, it is important to
practice good cybersecurity habits.
 This might include using strong passwords and two-factor authentication, keeping
your software and operating systems up to date, avoiding suspicious emails and
links, and using antivirus software and firewalls to protect your devices.
Becoming a better communicator:

 Becoming a better communicator can help you build stronger relationships, advance your
career, and achieve your goals. To improve your communication skills, it is important to
practice active listening, be clear and concise in your messages, and be mindful of your
body language and tone of voice .
 Active listening involves fully focusing on the person speaking and seeking to understand
their perspective, rather than simply waiting for your turn to speak. This might include
asking clarifying questions, summarizing what you've heard, and providing feedback to
ensure that you've understood the message.
Sharpening your persuasion skill:

 Sharpening your persuasion skills can help you influence others,

build stronger relationships, and achieve your goals. To become
more persuasive, it is important to understand your audience, tailor
your message to their needs and interests, and use evidence and
logic to support your claims .
 Understanding your audience involves considering their
perspective, values, and priorities, and tailoring your message to
their needs and interests. This might involve using examples or
analogies that resonate with them, or highlighting the benefits of
your proposal in terms that are meaningful to them.
Sharpening your speaking skills:

 Sharpening your speaking skills can help you communicate more effectively,
build stronger relationships, and achieve your goals. To become a better speaker,
it is important to practice your delivery, be clear and concise in your messages,
and engage your audience.
 Practicing your delivery involves rehearsing your speech or presentation
multiple times, and paying attention to your tone of voice, pacing, and body
language. This can help you feel more confident and comfortable when you are
speaking, and can help ensure that your message is received positively.
 Being clear and concise in your messages involves getting to the point quickly
and avoiding unnecessary details or jargon. This can help ensure that your
message is understood and remembered by your audience.
Sharpening your writing skills:

 Sharpening your writing skills can help you communicate more effectively, build
stronger relationships, and achieve your goals.
 A person with good writing skills should avoid jargon language.
 Think before writing.
 Be direct.
 Cut the fat.
 Be professional.
Sharpening your reading skills:

 Sharpening your reading skills can help you absorb information

more quickly and effectively, and can help you stay informed and
engaged with the world around you. To become a better reader, it is
important to practice your reading regularly, focus on
comprehension, and read a variety of materials.
 Practicing your reading involves setting aside time each day to
read, and choosing materials that interest you and challenge you.
This might include books, articles, blogs, or other materials that
align with your interests and goals.
Summary:

 Managing communication involves effectively exchanging

information and ideas with others while maintaining a respectful
and professional tone. It requires active listening, clear and concise
language, and the ability to adapt to different communication
styles. Effective communication can help build positive
relationships, resolve conflicts, and achieve common goals. It is
important to be aware of cultural differences and to be mindful of
the impact of nonverbal cues, such as body language and tone of
voice, on communication. Effective communication can be
improved through practice, feedback, and ongoing learning.
 MCQZ

 1. The term “communis” derived from ___word.

 a.Greek.
 b.Latin.
 c.Chinese.
 d.English.
 2. Communication means ___information, feeling and thoughts, with others.
 a.To receive.
 b.Exchange of.
 c.Conveying.
 d.All the above.
 3. Grapevine communication is associated with _____communication.
 a.Formal
 b.Informal
 c.Horizontal
 d.Vertical.
 4. Lateral communication is between
 a.Superior and subordinate.
 b.Same cadre of personal.
 c.Subordinate and
 superior. d.Among all.
 5. Audio Visual communication Your text here
 combines a.Auditory only.
 b.Visual only.
 c.Both auditory & visual.
 d.Written.
 6. Communication problems otherwise known as
 a.Enquire.
 b.Barriers.
 c.Encoding.
 d.Decoding.
 7. Posters fall under _______communication.
 a.Oral.
 b.Visual.
 c.Written.
 d.Spoken.
 8. Informal communication is otherwise known as ______ communication.
 a.Grapevine.
 b.Lateral.
 c.Visual.
 d.Horizontal.
 9. Horizontal communication flows through _______
 a.Face-to-face discussion.
 b.Telephonic talk.
 c.Periodical meeting.
 d.All the above.
 10. Gestural communication is a ______
 a.Non-Verbal Message.
 b.Direct conversation.
 c.oral communication
 d.Written.
 11. Physical Barriers to communication are ______
 a.Time and distance.
 b.Interpretation of words.
 c.Denotations.
 d.Connotations.
 12. Communication is derived from a Latin word “Communis” which means
 a. Community
 b. Share
 c. Common
 d. Marxist
 13. Communication starts with:
 a. Encoding
 b. Sender
 c. Channel
 d. Feedback
 14. The number of key elements in the communication process is :
 a. Five
 b. Six
 c. Seven
 d. Four
 15. The two broad areas of communication are:
 a. Oral and written communication
 b. Verbal and written communication
 c. Verbal and non-verbal communication
 d. Oral and non-verbal communication
 16. Which of the following combination is /are example/s of oral communication?
 a. Meetings, memos and presentations
 b. Meetings, memos and performance reviews
 c. Meetings, presentations and performance reviews
 d. All the above
 17. Which of the following combination is /are example/s of written communication?
 a. Letters and voicemail
 b. Reports and email
 c. Circulars and voicemail
 d. All the above.
 18. Orders and directives are the example of:
 a. Downward communication
 b. Upward communication
 c. Diagonal communication
 d. Horizontal communication
 19. Communication between HR manager and salesman is an example of:
 a. Horizontal communication
 b. Lateral communication
 c. Diagonal communication
 d. Vertical communication
 20. Diagonal communication is also known as:
 a. Cross ward communication
 b. Horizontal communication
 c. Vertical communication
 d. Any of the above
 21. Communication between HR manager and Finance manager is an example of:
 a. Downward communication
 b. Upward communication
 c. Diagonal communication
 d. Horizontal communication
 22. Down ward communication and Upward communication are :
 a. Vertical communication
 b. Horizontal communication
 c. Diagonal communication
 d. None of these
 23. Placement of purchase order to supplier of material is ---------- communication.
 a. Vertical communication
 b. Horizontal communication
 c. Internal communication
 d. External communication
 24. Receiving a sales order is an example of:
 a. Vertical communication
 b. Horizontal communication
 c. Internal communication
 d. External communication
 25. --------- Communication can be inward or outward:
 a. Vertical communication
 b. Horizontal communication
 c. Internal communication
 d. External communication
 26. Functional coordination is one important reason for communicating with:
 a. Superiors
 b. Peers
 c. Subordinates
 d. Employees’ unions
 27. Communication with superiors involves:
 a. Directions
 b. Orders
 c. Complaints
 d. Instructions
 28. Listening has been identified as one of the “seven habits of highly effective
 people” by :
 a. Lundsteen
 b. Stephen Covey
 c. Lee Iacocca
 d. Tom Peters
 29. The most basic type of listening is known as :
 a. Discriminative listening
 b. Comprehension listening
 c. Appreciative listening
 d. Evaluative listening
 30. Dialogic listening is also known as:
 a. Empathetic listening
 b. Therapeutic listening
 c. Relational listening
 d. Active listening
 31. Readability is determined mainly by :
 a. Punctuation
 b. Length of words
 c. Active and passive voice
 d. Spelling
 32. FOGINDEX is used to measure:
 a. Clarity of message
 b. Courtesy of message
 c. Readability of message
 d. All the above.
 33. A message may be understood by an average educated person, if FOGINDEX is:
 a. More than 15
 b. Less than 15
 c. Negative
 d. Zero
 34. Communication is a ___________
 a.one way process
 b.Two way process
 c.Three way process.
 d.four way process
 35. The main objective of communication
 is: a.Information and persuasion.
 b.Skill and personality development.
 c.Control and management.
 d.Need.
 36. The downward communication flow
 from a.A subordinate to a superior.
 b.A subordinate to a subordinate.
 c.A superior to a superior.
 d.A superior to a subordinate.
 37. Gossip and rumour are part of ---------
 communication. a.Formal.
 b.Informal.
 c.Horizontal.
 d.Vertical.
 38. Examples of oral communication----------
 a.Letter.
 b.E-mail.
 c.Telephone.
 d.Fax.
 39. Which one is an effective audio-visual
 communication. a.Cinema.
 b.Television.
 c.Drama
 d.All the above.
 40. Advantage of written
 communication a.Save time.
 b.Save money.
 c.Permanent record.
 d.Neat.
 41. Written communication doesn’t includes
 a.Reports
 b.Forms.
 c.Notice.
 d.None of these.
 42. Communication saves time in:
 a.Internal communication.
 b.Interview.
 c.Oral communication.
 d.Schedule.
 43. . ............... refers to mental disturbances
 a. Coherence
 b. Notion
 c. Distraction
 d. Psychological noise
 44. Mental turbulence refers to:
 a. Inability to understand
 b. Confusion in the mind of receiver
 c. Confusion in the mind of sender
 d. Inability to speak
 45. The clarity in communication could be achieved by which of the following
 techniques?
 a. Choose words that are short, familiar and conversational.
 b. Construct effective sentences and paragraphs.
 c. Achieve appropriate readability.
 d. All the above
 46. In empathetic communication, we can:
 a. Probe
 b. Respond to the feelings
 c. Interpret
 d. advice
 47. Conciseness of message refers to:
 a. Crispness
 b. Comprehensiveness
 c. Specificity
 d. Brevity
 48. Errors in language, grammar or visual representation of facts take away:
 a. Clarity
 b. Correctness
 c. Crispness
 d. Conciseness
 49. __________ is the process of exchanging messages between a seller and a customer.
 a. Organisational communication
 b. Business Communication
 c. Managerial communication
 d. Professional communication
 50. Listening, reading, speaking and writing are all types of :
 a. Communication skills.
 b. Emotional barriers.
 c. Evaluation techniques.
 d. Nonverbal communication.
 51. Communication barriers are;
 a. A receiver's response to a message.
 b. Avenues through which messages are delivered.
 c. Obstacles that interfere with the understanding of a message.
 d. The circumstances under which communication takes place.
 52. All of the following are examples of verbal communication EXCEPT:
 a. Email
 53. -----------is the wordless form of communication which takes the form of postures,
 body language ,facial expressions, eye contacts, tension, breathing and tones etc.
 a. Verbal communication
 b. Garbage communication
 c. Informal communication
 d. Non-Verbal communication
 54. According to Richard Fitch, in communication process 90% belongs to ----------
 a. Formal communication
 b. Non-verbal communication
 c. Informal communication
 d. Oral communication
 55. ----------- means the position in which you hold your body when standing or sitting.
 a. Gestures
 b. Postures
 c. Paralanguage
 d. Proxemics
 56. According to Proxemics (space language), zones are classified into------- categories
 a. 3
 b. 4
 c. 5
 d. 6
 57. The keys to write a successful resume are:
 a. Too long, verbose descriptions and over confident tone
 b. “You” attitude, focus on your audience and think about prospective
 employers need
 c. None of the above
 d. All of the above
 58. While giving an interview, be --- in your salary expectations.
 a. Modest
 b. Unrealistic
 c. Realistic
 d. None of the above
 59. An informal report is usually in the form of a _____communication.
 a.Person to person
 b.Prescribed form.
 c.Regular intervals.
 d.Authoritative.
 60. List of items to be discussed and decided in a meeting is called as ____
 a.Resolution.
 b.Minutes.
 c.Invoice.
 d.Agenda
ANSWER:
THAN
K YOU