2. Communication defined…
An exchange of facts, ideas, opinions or
emotions, by two or more persons
A process by which we understand others
and in turn ,endeavour to be understood by
them. It is dynamic, constantly changing in
response to the total situation
3. Managerial communication
Business is any economic activity which is
undertaken with a view to earn profit
The achievement of organisational
objectives largely depends on proper co-
ordination and integration of human effort
The more effective the system of
communication, the better is the
relationship between workers and
management
4. Objectives of communication
To inform
To persuade
To educate
To train
To integrate
To motivate
To entertain
To facilitate decision making
5. • Information sharing
• Feedback
• Influence
• Problem solving
• Decision making
• Facilitate change
5
6. • Build Relationships
• Motivates People
• Ensuring effectiveness of policies
• Coaching/mentoring
• Controlling People
• Good IR
• Expression of Emotions
6
9. Communication Classified
Intrapersonal communication
Interpersonal communication
Group communication
Mass communication
Meta Communication
Formal Communication
Informal Communication
Verbal communication
Non-verbal communication
Internal Operational Communication
External Operational Communication
10. Increased productivity
Stronger decision making
Quicker problem solving
Healthier business relationships
Improved customer relations
Increased awareness among employees
Lesser misunderstanding
Better quality of documents
Enhanced professional image 10
11. Principles of Communication
• Any behaviour is potential communication
• Be clear about the purpose and the target
audience
• Understand the process of communication
• Be positive and consistent
• Be sincere and be well informed
• Context and environment affects
commmunication
• Use the correct channels of communication
• Appreciate the time and cost factors
• Avoid Extreme feelings
12. The 7 Cs of effective communication
Clarity
Correctness
Consideration
Courtesy
Completeness
Conciseness
Concreteness
13. 4 S’s of communication
Shortness
Simplicity
Strength
Sincerity
17. Formal Communication
The process of sharing official information
with others who need to know it, to the
prescribed patterns depicted in an
organization chart
18. Directions in which communication flows
Downward
Upward
Horizontal or lateral
Diagonal or crosswise
Inward
Outward
19. Downward communication involves messages
from senders relatively high in the organizational
structure to receivers in lower positions.
Downward communication may be used:
to give instructions
to provide information about policies and
procedures
to give feedback about performance
for indoctrinating or motivating
Downward Communication
20. Upward Communication
Upward communication involves
communication from sources in lower-level
positions to receivers in higher positions.
Participative in nature
Upward communication is often used:
to give information on progress/feedback
Complaints and grievances
to pass on ideas for improvement of activities
to express their sentiments on the different
issues
Release of tension
21. Formal Media
Company Newsletters
Employee Handbooks
Company Magazines
Formal Meetings
Letters
Flyers and Bulletins
Memos
Faxes
23. Informal Communication
Grapevine Communication-Information
shared without any formally imposed
obligations or restrictions
if an organization’s formal communication represents its
skeleton, its informal communication constitutes its
central nervous system
An organization’s informal channels of communication,
based mainly on friendship or acquaintance
24. Feeling of uncertainty or lack of a sense of
direction when the organisation is passing through
a difficult period
Feeling of inadequacy or lack of self confidence
on the part of the employees, leading to the
formation of groups
Formation of a favoured group by the manager,
giving other employees a feeling of insecurity or
isolation
Personal problems of the employees
24
25. Employees rely on the grapevine when:
they feel threatened,
insecure,
under stress
when there is pending change
when communication from management is
limited
29. Grapevine Characteristics
inaccuracy:
Levelling- Deletion of crucial details
Sharpening - Exaggeration of the most
dramatic details
While the grapevine generally carries the
truth, it seldom carries the whole truth
30. Factors Influencing Grapevine Activity
Importance of the subject for both listener
and speaker
Ambiguity of the facts
Formula:
R = i X a
“R“: intensity of the rumor
“i“: importance of the rumor to the persons
“a“: ambiguity of the facts associated with
the rumor
31. Positive Aspects of the Grapevine
Social function
Reduction of anxiety
Release mechanism for stress
Identification of pending problems
Early warning system for organizational
change
Vehicle for creating a common organizational
culture
Desired information can be circulated quickly
to a large group of subordinates (unofficially!)
32. Coping or Managing the Grapevine
“the grapevine cannot be abolished, rubbed
out, hidden under a basket, chopped down,
tied up, or stopped“
(Managing the Grapevine, p.222)
33. “Tapping“ the Grapevine
identify and make use of key
communicators ( bridgers)
monitor what is happening in the
organization
use the grapevine to give new ideas a “trial
run“
don‘t try to control or restrict it
use it to supplement formal channels
34. Preventing Rumors
provide information through the formal
system of communication on the issues
important to the employees
supply employees with a steady flow of
clear, accurate and timely information
present full facts
keep formal communication lines open and
the process as short as possible
Notes de l'éditeur
company newsletters: formal
- impersonal
- aimed at a general audience
- regularly published internal documents
- describe information of interest to employees regarding an array of business and
nonbusiness issues affecting them
- effective devices in improving employees’ attitudes because the mere act of
publishing a newsletter sends a message that the company cares enough about its
employees to communicate with them
employee handbooks: formal
- major formal means of communicating pertinent company information to employees
- internally published
- a document describing to employees basic information about the company
- general reference regarding the company’s background, the nature of its business,
and its rules
- explains key aspects of the company’s policies
- clarifies the expectations of the company and employees toward each other
- clarifies company policies -> prevents lawsuits
- useful means of effectively socializing new employees and promoting the company’s
values
company magazines: formal
- sometimes published by a group of employees who spend part of their work time on
the magazine
- open dialogue between management and employees – e.g. critics and suggestions for
improvement
- account on organizational activities
- readership includes pensioners
- small ads
- formal meetings
- long interactions on pre-planned topics
- often with multiple people
- scheduled: planned in advance by both parties
- frequently in a room designed for meetings [4]
- arranged participants
- participants in role
- preset agenda
- formal language and speech register
Conclusion:
formal communication channels:
- mostly produce written messages
- frequently one-way and take long for a response
- one-way written communications tend to be reserved for formal, official messages
that need to be referred to in the future at the receiver’s convenience (e.g. official
announcements about position openings)
- Informal Networks:
- consist of interaction patterns that are not designed by management
can be based on physical proximity, shared career interests or personal friendships
article about the exchange of email in an organization (E-mail reveals real leaders)
used e-mail exchanges to build a map of the structure of an organization
The map shows the teams in which people actually work, as opposed to those they are assigned to
unofficial de facto leaders can also emerge
big institutions tend to divide organically into informal collaborative networks, called communities of practice
-> companies‘ informal structure
the communities often crossed the formal departmental boundaries defined by the company
- chain:
every member passes on information, but to just one person
- gossip
one person passes on information to all the others that he encounters
- probability chain
no structure
A is very talkative and outgoing type, passes on information to random contacts
- cluster
information is passed on to selected persons
most common pattern
selectivity: pass on information to people with whom you are in close contact