Welcome to

Managerial Communications

Presenter: Prof. Rajsee Joshi N.R. Institute of Business Management GLS Institute of Computer Technology - MBA

Topics Covered
Objectives of Communication Process of Communication Components of Communication Forms of Communication

Misunderstood words
To: Mr. Bill Gates of Microsoft, Subject: Problems with my new computer Dear Mr. Bill Gates, We have bought a computer for our home and we have found some problems, which I want to bring to your notice: There is a button 'start' but there is no 'stop' button. We request you to check this.. One doubt is whether any 're-scooter' is available in system? I find only 're-cycle', but I own a Vespa scooter at my home. There is 'Find' button but it is not working properly. My wife lost the door key and we tried a lot trace the key with this find' button, but was unable to trace. Please rectify this problem. My child learnt 'Microsoft word' now he wants to learn 'Microsoft sentence', so when you will provide that? I bought computer, CPU, mouse and keyboard, but there is only one icon which shows 'MY Computer': when you will provide the remaining items?

Continued.
It is surprising that windows says 'MY Pictures but there is not even a single photo of mine. So when will you keep my photo in that. There is 'MICROSOFT OFFICE' what about 'MICROSOFT HOME' since I use the PC at home only.

You provided 'My Recent Documents'. When you will provide 'My Past Documents'?
You provide 'My Network Places'. For God sake please do not provide 'My Secret Places'. I do not want to let my wife Bebbo to know where I go after my office hours.

Regards, Intelligent man Last one to Mr Bill Gates : Sir, how is it that your name is Gates but u are selling WINDOWS

Objectives of Communication
1. To inform, to provide information for use in decisionmaking, but not necessarily advocating any course of action. To persuade, to influence or change the audiences belief about something and, possibly, act on the belief. Three factors of persuasion are source credibility, emotional appeal and logic. To build relationships, to create goodwill with the audience.

2.

3.

Objectives of Downward Communication

Instructions Orders Education and Training Motivation and raising morale Counseling / Advice Warning Appreciation

Objectives of Upward Communication

Request Application Appeal Demand Complaints Suggestion

Objectives of Lateral Communication

Exchange of information Requests Discussion Coordination Advice Social and emotional support

Process of Communication
Sender has an idea
Sender encodes the idea Sender transmits the message Receiver gets the message Receiver decodes the message

Receiver sends feedback

Communication Process
Context
Stimuli
Sender-Encoder Receiver-Decoder

(Experiences, attitudes, skills) Perception Idea encoding Symbol decisions Sending mechanisms

Message Medium Verbal, non verbal Feedback Verbal, non verbal

(Experiences, attitudes, skills) Receptor mechanisms Perception Decoding Idea interpretation

Components of Communication
1) Context It is the background of events which lead to the message being sent. A message may acquire a different meaning in a changed context. Eg. How much have you had to drink? Would have different meanings if asked by a nurse to a patient and if asked by a policemen to a driver who had got on footpath.

Components of Communication
2) Sender-Encoder Can be writer or speaker Decides which symbols best conveys the message Decides the most effective channel

Components of Communication
3) Message Core idea that you wish to communicate Consists of both verbal and non verbal symbols

Components of Communication
4) Medium Choice of medium is influenced by the relationship between the sender and receiver Urgency of message is a primary factor Factors such as importance, number of receivers, costs and amount of information

Components of Communication
5) Receiver-Decoder Can be Reader or Listener Majority will have more than one decoder Messages are filtered through the receiver(s) view of experiences Personal biases and individual values cause misinterpretation

Components of Communication
6) Feedback Can be oral, written message, an action or simply silence Either desired response based on a clear understanding Undesired response based on miscommunication

Forms of Communication
One-way and Two-way Formal and Informal Verbal and Non-verbal Written and Oral Intrapersonal and Interpersonal Internal and External Vertical, Horizontal and Diagonal

Thank You