MANAGERIAL COMMUNICATION 1 Course code : 102 MODULE 1:

Defination : a) Communication: the transmission of information, idea, emotion, skills, etc., by the use of symbols-words, pictures, figures, graphs, etc. It is the act or process of transmission that is usually called communication (Berelson and Steiner, 1964). b) Two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and share meaning
Classification of communication 1. VERBAL COMMUNICATION

Communication is at the heart of any relationship, be it familial, business, romantic, or friendly. While there has been significant advances in how we understand body language and other forms of communication, verbal communication continues to be the most important aspect of our interaction with other people. Its important to understand both the benefits and shortcomings of this most basic communication.

Advantages Of Verbal Commnication

In a world flooded with E-mail and other text-based communication, verbal communication has several advantages over other forms of communication. For example, we can slow down and present points one-by-one and make sure that each point is clearly communicated and understood before moving on to the next point. This can greatly increase both the speed and accuracy of communication. Verbal communication is far more precise than non-verbal cues. No matter how clear we believe we are being, different gestures have different interpretations between different cultures and even between two members of the same culture. One famous example is Richard Nixons use of the victory finger salute in Australia, as he was unaware that the gesture was a vulgarity there. However, verbal communication is most effective when combined with other forms of communication like body language and gestures to help cue the intensity of the verbiage. Verbal communication is also the most effective way of explaining intangible concepts, as problem areas can be readily addressed and explained. Verbal communication also does not use natural resources in the way that technological methods or printing can.
Disadvantages Of Verbal Communication

Of course, this does not mean that verbal communication is the best option in every circumstance. From a legal point of view, verbal communication is sometimes problematic because there is a much smaller chance of an objective record. Verbal communication can also be quickly forgotten, especially if there are multiple points to consider.

Additionally, there is always the possibility of miscommunications leading to angry responses or quick escalation of a situation that could be less intense in written form.

1. Nonverbal Communication

Nonverbal communication is any kind of communication not involving words. When the term is used, most people think of facial expressions and gestures, but while these are important elements of nonverbal communication, they are not the only ones. Nonverbal communication can include vocal sounds that are not words such as grunts, sighs, and whimpers. Even when actual words are being used, there are nonverbal sound elements such as voice tone, pacing of speech and so forth. Nonverbal communication can be incorporated in a persons dress. In our society, a person wearing a police uniform is already communicating an important message before they say a word. Another example is a mans business suit, which is perceived by some as communicating an air of efficiency and professionalism. Some nonverbal communication accompanies words and modifies their meanings. For instance, our speed of speaking and the pauses we place between our words form a nonverbal element to our speech. A slight pause before a word can imply uncertainty or be interpreted as a request for confirmation from the listener, whereas a lack of pauses can be taken as a sign of confidence or the encouragement of a fast reply from the listener. If someone asks you a question in a hurried manner, you will probably get the feeling that they want a similarly quick reply.

 The use of personal space constitutes a form of nonverbal communication. If someone leans toward their listener as they speak, it implies that they are communicating something personal or secret. Depending on the social nuances of the situation, this may be taken as a sign of friendship or an unwanted invasion of space. The use of touching as an element of communication is called haptic communication, and its meanings are very culture-dependent. In American society, a handshake, a pat on the shoulder or a high five have certain definite meanings understood by practically everybody. In other societies, these might be enigmatic acts or an embarrassing invasion of personal space. The use of the eyes as an element of nonverbal communication is an area of study in itself, and is called oculesics. Researchers have divided eye movements into separate elements such as the number and length of eye contacts, blink rate, dilation of the pupils and so forth. Here again, the interpretation of these cues is highly dependent on the culture of the participants. This is how most of our communication takes place. When we consider the amount of nonverbal communication that passes between us and compare it with the mere words we say, it is obvious that the nonverbal part is by far the largest. 2. FORMAL COMMUNICATION

Formal communication is organized and managed information that is shared with relevant individuals in order to secure coordinated action throughout the organization. Formal communication channels are based on an individuals role in

the organization and distributed in an organized way according to the established chain in organizational charts. Typically, formal communication flows downward from executives to directors to managers to staff regarding company direction and instruction and upward from staff to managers to directors to executives in the form of data and reports. The communication flowing through these channels is specific to the jobs and departments. Such formal communication is well established and planned. For example, reports and data from staff are organized are generally submitted in prescribed templates and according to a set schedule. Communication focused on a companys strategy and direction, which originates from company executives, is funnelled through the organizational chart and changed in such a way to be relevant to each department and manager. What starts out as high-level communication on corporate strategy needs to be thought out through planning sessions so that the communication provides direction and is actionable for the individuals who implement the tasks of the strategy. The better the communication the better employees and staff will understand what is expected and required of them.

3. INFORMAL COMMUNICATION On the other hand, informal communication in the workplace satisfies a variety of needs, particularly social and emotional, and are not based on the positions individuals occupy within the organizations.

As a result, the communication is not managed or planned in any organized fashion. Its more relaxed, casual and tends to be spread by word-of-mouth quickly throughout a department or organization because its not restricted to approvals and an established path of distribution. Probably the most common term used for the informal communication in the workplace is grapevine and this communication that is sent through the organizational grapevine is often considered gossip or rumour. While grapevine communication can spread information quickly and can easily cross established organizational boundaries, the information it carries can be changed through the deletion or exaggeration crucial details thus causing the information inaccurate even if its based on truth. The use of the organizational grapevine as an informal communication channel often results when employees feel threatened, vulnerable, or when the organization is experiencing change and when communication from management is restricted and not forthcoming. When used with thought and planning, however, there are several advantages of grapevine communication. It can

spread information quickly throughout an organization serve a social purpose reduce stress and anxiety can be used to identify problems or lack of satisfaction in the workplace

While the organizational grapevine can never be eliminated, even if there are several advantages of grapevine communication, it can be reduced by removing the

need for information. Managing the grapevine can be partly achieved by providing information through good, effective communication such as:

supplying sufficient information through the formal communication channel about the concerns that are of importance to employees and staff

present as much factual information as possible as soon as it is obtained keep information coming on a regular basis especially during times of change when the employees are stressed and wondering whats going on. Daily communication with them will reduce the pressure of uncertainty.

open the lines of the formal communication channels to receive feedback and concerns. Respond to these as quickly as possible. If concerns are submitted from staff and no response is given by management, rumours through grapevine communication will begin to fill in the communication gap which was created by management.

Formal / informal communication channels exist in every organization. Formal communication requires thought and planning prior to distribution; informal communication, however, usually succeeds on its own mostly because of the very effective grapevine. While there are several advantages of grapevine communication, managing the grapevine also requires thought and planning. Even so, its very difficult to formalize informal communication, therefore, the best way to cut the grapevine is to provide accurate, respectful and timely formal communication.

PURPOSE OF COMMUNICATION Communication is important in our lives. In a way, communications is something like breathing. You can't live very long without breathing and you cannot survive very long without communicating. Communication is the thread by which you tie yourself to the world and the world to you. As an employee, you never work in a vacuum. You always work with and around people. Day to day actions such as passing information and making reports all involve communication in some way or another. So... how well you communicate will affect how well you succeed. So, now that we've established that communication affects success (the importance of communication), let us now examine the four objectives of communication.

1. To Be Understood 2. To Be Accepted 3. To Get Something Done 4. To Understand Others

CHARACTERISTICS OF SUCCESSFUL COMMUNICATION The real meaning of communication is getting the receiver and the sender tuned together for a particular message. Communication takes place when one person transfers some understandable data to another person. It also includes the exchange of thoughts, opinions, sentiments, facts, and information between two

or more persons. Feedback is very important as it assures that your message should be properly conveyed to the receiver. The essential features of an effective communication system are keys for productive communication. The chief principles or characteristics of an effective communication system are as follows: -

- Clearness and integrity of message to be conveyed. - Adequate briefing of the recipient. - Accurate plan of objectives. - Reliability and uniformity of the message. - To know the main purpose of the message. - Proper response or feedback. - Correct timing. - Use of proper medium to convey the message properly. - Use of informal communication.

The following are some important guidelines to make communication effective: -

- Try to simplify your thoughts before communicating your message. - You must analyze the intent of each and every message. - Consider the overall physical setting whenever you communicate. - You must discuss with others, where appropriate, in planning communication. - Be careful while communicating, of the overtone as well as basic content of your message. - Take the opportunity to suggest something of help or value of the receiver. - Follow-up your communication.

- Prepare yourself for transmitting the message in a proper way. - Be sure your actions support your communication. - Seek not only to be understood but understand.

COMMUNICATION PROCESS

Claude Shannon, an engineer for the Bell Telephone Company, designed the most influential of all early communication models. His goal was to formulate a theory to guide the efforts of engineers in finding the most efficient way of transmitting electrical signals from one location to another (Shannon and Weaver, 1949). Later Shannon introduced a mechanism in the receiver which corrected for differences between the transmitted and received signal; this monitoring or correcting mechanism was the forerunner of the now widely used concept of feedback (information which a communicator gains from others in response to his own verbal behavior).

Berlos S-M-C-R, 1960

Background Ehninger, Gronbeck and Monroe: The simplest and most influential messagecentered model of our time came from David Berlo (Simplified from David K. Berlo, The Process of Communication (New York: Holt, Rinehart, and Winston, 1960)):

THE IMPORTANCE OF COMMUNICATION IN AN ORGANIZATION CAN BE SUMMARIZED AS FOLLOWS: 1. Communication promotes motivation by informing and clarifying the employees about the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark. 2. Communication is a source of information to the organizational members for decision-making process as it helps identifying and assessing alternative course of actions.

3. Communication also plays a crucial role in altering individuals attitudes, i.e., a well informed individual will have better attitude than a less-informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in moulding employees attitudes. 4. Communication also helps in socializing. In todays life the only presence of another individual fosters communication. It is also said that one cannot survive without communication. 5. As discussed earlier, communication also assists in controlling process. It helps controlling organizational members behaviour in various ways. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. They must comply with organizational policies, perform their job role efficiently and communicate any work problem and grievance to their superiors. Thus, communication helps in controlling function of management.

By : Asst. Professor Sneha Mishra