Role of Communication Skills &

Leadership in The Corporate World

Lecture one
Communication Skills: An
Overview
Comm skills/QIP/09 1
Half the world is composed of
people who have something to
say and cannot, and the other
half who have nothing to say
and keep on saying it.
- Robert Browning

Comm skills/QIP/09 2
Communication Skills

 Ability to express oneself through four

ways
 Good communicators are not born but
they become

Comm skills/QIP/09 3
 If I went back to college again, I'd
concentrate on two areas: learning to
write and to speak before an audience.
Nothing in life is more important than
the ability to communicate effectively.
-Gerard R. Ford, 38th president of U.S.

Comm skills/QIP/09 4
Importance

 For survival in information age

 For job placement, performance, career
advancement and organizational
success
 More of a nurture than nature

Comm skills/QIP/09 5
Objectives

 To better compete and reduce expenses

 To improve productivity and profitability
through participation
 To build a team environmental
 To develop multicultural skills including
sensibility, flexibility, patience and
tolerance

Comm skills/QIP/09 6
Contd.

 To familiarize with communication

technology
 To forge a balance between work and
family
 To focus on information and knowledge
as corporate assets

Comm skills/QIP/09 7
C.S as prerequisite to
Corporate World

 Communication Process
 Process of attracting and retaining
customers and employers.
 Achieving strategic alliances and
generating a sense of direction and
purpose

Comm skills/QIP/09 8
Communication as process

• Sender has an idea

• Sender encodes idea in message
• Message travels over channel
• Receiver decodes message
• Feedback travels to sender

Comm skills/QIP/09 9
 Defining Communication

Communico / Communicare - to share

Transmission and Interchange of
facts,ideas,feelings or courses of
action

Comm skills/QIP/09 10
 Communication is the transfer of information
and understanding from one person to
another person . It is a way of reaching others
with facts, ideas, thoughts and values. it is
abridge of meanings among people so that
they can share what they can share what they
feel and know. by using this bridge a person
can cross safely the river of his understanding
that sometimes separate people.
-Keith Davis , Human Behaviour At Work

Comm skills/QIP/09 11
Characteristics

Interactive
Creative
Cumulative
Functional

Comm skills/QIP/09 12
Communication Model

Comm skills/QIP/09 13
Another Model

Comm skills/QIP/09 14
Professional Communication

Use of effective language for

conveying a commercial/
industrial message to achieve
a predetermined purpose

Comm skills/QIP/09 15
Features of Professional Communication

Concerned with business activities

Characterized by certain formal
elements
Impartial & objective
Certain complex writing techniques

Comm skills/QIP/09 16
Corporate Communication Goals

• To issue and clarify policies and

procedures
• To inform management of progress
• To persuade employees or
management to make changes
• To co-ordinate members
• To evaluate and reward employees

Comm skills/QIP/09 17
External Goals

• Answer queries about products or

services
• Persuade customers to buy
• Clarify supplier specification’
• Issue credit
• Collect bills
• Respond to govt. agencies
• Promote a positive image

Comm skills/QIP/09 18
 How does Corporate
Communication help?
- Brings people closer
- Develops human relationships
- Creates positive working environment
- Bridges the gap & builds cooperation
- Serves as repository of information
- Helps in decision making and problem
solving
- Develops many skills in the sender & receiver

Comm skills/QIP/09 19
Types of Human
Communication
Interpersonal
Intrapersonal
Extra Personal Communication
Mass and Media Communication

Comm skills/QIP/09 20
INTRAPERSONAL

Comm skills/QIP/09 21
Interpersonal
Types of Human Communication

Interpersonal

Comm skills/QIP/09 22
Extrapersonal

Comm skills/QIP/09 23
Mass and Media Comm.

Comm skills/QIP/09 24
Communication Pattern

• Formal & Informal

• Formal flow: downward

• Job plans
• Policies & procedures

Comm skills/QIP/09 25
Formal Flow: upward

• Phone messages
• E-mail
• Memos
• Reports
• Department meetings

Comm skills/QIP/09 26
Impediments to formal flow

• Distortion from long lines of

communication

• Longer the lines of

communication, greater the
chances of distortion

Comm skills/QIP/09 27
Impediments to upward flow

• Less chance of open

communication
• Fear of reprisal
• Lack of adequate
communication skills
• Differing frame of reference

Comm skills/QIP/09 28
Measures

• Communication coaches
• Report customer complaints
• Regular meetings
• Amicable environment
• Offering incentive
programme
Comm skills/QIP/09 29
Lateral flow and obstacles
• Poor communication skills
• Prejudice
• Ego
• Avoiding communication

Comm skills/QIP/09 30
Measures to control
• Training employees in team
work &communication
techniques
• Rewarding team activities
• Encouraging full
participation

Comm skills/QIP/09 31
 Informal flow
• Grapevine
• A major source of
information
• Two thirds of information
come from grapevine

Comm skills/QIP/09 32
Advantages
Uniting force
Fast
Generates new ideas
Warns the management
Good personal relations
Comm skills/QIP/09 33
 Shortcomings
Rumour mill
 Inadequacy
 Changing interpretation

Precautions: Verify from other

sources

Comm skills/QIP/09 34
Tips for becoming an
effective communicator
Use plain language
Speak rationally
Encourage feedback
Check for comprehension

Comm skills/QIP/09 35
Contd.

Read eye-messages
Accept if wrong
Smile at times
Listen without interference
Avoid jumping to early
conclusions
Comm skills/QIP/09 36
Comm skills/QIP/09 37