Managerial Communication – Module 1

Module 1: (6 Hours)
Introduction: Meaning & Definition, Role, Classification – Purpose of communication –
Communication Process – Characteristics of successful communication. Communicating
within Organizations – Levels of communication, Communication flow, Communication
barriers, Media choices, Legal Consequences and Ethics, Communication in a cross-cultural
setting.

Meaning & Define of Communication

 The word “Communication” is derived from the Latin word “Communis” which means
common. It stands for a natural activity of all human beings to convey opinions, feelings,
information and ideas to others through words (written or spoken), body language or
signs.

Essential features of communication.

 Communication is a dynamic process
 Communication is unavoidable
 Communication is systematic and universal
 Communication is as essential to any business as blood is to the human body. Therefore,
it is an unavoidable phenomenon.
 Communication is a continuous process which includes various events and activities that
are inter-related and inter-dependent.
 Communication is complete and effective only if there is two-way traffic.
 Communication is systematic where every component of the process is affected by every
other component.
 Communication is a universal phenomenon where all living creators communicate in
their own ways and styles.

Basic principles of communication.

 It should be complete.
 Communicated statements should be concrete and specific and not vague.
 The message communicated should be clear whether oral or written

Classification of Communication:

 Intrapersonal communication:
It is talking to oneself in one’s own mind.

 Interpersonal communication:
It is the exchange of messages between two persons.

 Group communication:
It can be among small or large groups, like an organization, club or classroom, in which
all the individuals retain their individual identity.

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Managerial Communication – Module 1

 Mass communication:
It occurs when the message is sent to large groups of people. In this process, each person
becomes a faceless individual with almost no opportunity for personal response or feedback.

 Verbal communication:
It means communicating with words, written or spoken. Verbal communication consists
of speaking, listening, writing, reading and thinking.

 Non-verbal communication:
It includes using of pictures, signs, gestures and facial expressions for exchanging
information between persons. It is done through sign language, action language, or object
language.

 Formal Communication and Informal Communication:

 Formal Communication
Formal communication refers to the communication that flows along a formal
organizational structure. This flow of communication is created along an
officially recognized position to ensure smooth, orderly and timely flow of
information.
 Informal Communication :
The communication that takes place outside the formally prescribed network or
channel is known as Informal communication. Informal communication is
spontaneous and has no set of rules and regulations. It takes any direction and is
also called a Grapevine.
Grapevine communication.

Grapevine refers to informal communication that flows in any direction and

has no set of rules and regulations. It is the communication that flows outside the
prescribed network or channels. It is also referred to as the unofficial talk about
matters related to the organization’s work programs, status, individual managers,
management’s policies and plans, company’s performance and success, and such
other matters that circulate among the members of the organization.

 Internal and External Communication.

 Internal Communication:
 Internal communication refers to the flow of communication within the
organization in a well-defined pattern of hierarchy. The internal
communication may take different directions such as downward
communication, upward communication and horizontal or lateral
communication.
 External Communication:
 The communication that flows between the organizations and outside is
known as external communication. External communication may be inward
or outward. Inward communication refers to the communication received by
the organization from its customers, other organizations, govt departments,
etc.
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Managerial Communication – Module 1

Outward communication refers to the messages going out from an

organization to its suppliers, customers, government departments, etc…

 Audio-Visual communication and Organizational communication

 Audio – Visual communication are the methods of non-verbal communication.
Visual methods are those which can be seen as pictures, colours, signs, designs, etc.
whereas audio methods are those which can be heard such as bells and whistles.
 The communication that flows within an organization for smooth running of the
business is known as organizational communication. The two most important
media of communication in an organization are formal and informal
communications.
 Upward communication and downward communication.
 Upward communication or Vertical communication that flows from the
subordinates to their superiors. The purpose of upward communication is to
get the feedback regarding the performance of the job, to encourage the
employees to express their views, opinions and discuss their problems if any.
 The communication that flows from the superiors to the subordinates is known as
downward communication. The purpose of downward communication is for
educating and training employees, issuing instructions, advising and counseling.

Purpose of Communication:

Broadly speaking, in business we communicate to provide following ideas:

 Information:
Information is versatile to business organizations. Without information no business can
perform its operations smoothly and compete with their competitors in the market. The
communication objective is to provide information required and supply the same through
spoken or written language or through symbols, signs or signals. Communication aims at
sharing and understanding information.

 Communication to Inform:
Communication to inform is directed by the desire to expose, develop and explain the
subject. It focuses on the subject of communication.

 Communication to Persuade:
The communicator may seek primarily to persuade the reader. In such a form of
communication the focus is on the receiver and not the message. Persuading means the act
of influencing the other person to change their attitudes, beliefs, feelings or thoughts. In
business, the seller may persuade the buyer to buy their products. The executives may
persuade the workers to accept any changes or in collections from customers persuasion,
takes place. Communication skills and ability is essential for persuading. Using proper
words and symbols, persuasion can be done effectively.

 Order:
Order is the direction issued by management to subordinates as to what to do and
what not to do. Order is a downward communication which flows from higher authorities
to subordinates. The objective of communication is to make the language of order simple
and straight, clear and complete. Page 3 of 15
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 Suggestions:
Upward communication is very much essential for creating and maintaining good
atmosphere in an organization. Through upward communication, the employees can make
suggestions to their superiors. A well-operated suggestion scheme is an effective morale
builder.

 Counseling:
Counseling is a form of advice with professional touch by a man of greater knowledge and
skill. Counseling is required to those personnel's who have problems in domestic or at jobs
and consequently disturbed. Services of specialists are engaged for this purpose. They
receive career guidance, medical advice, legal advice, etc. Communication for counseling
is mostly oral and is a two-way communication.

Process of communication/ Elements of communication

 Sender: The communication begins from the sender who wants to transmit the
message to another person.
 Encoding: Putting the message into appropriate words, symbols or gestures is known
as encoding.
 Message: The idea or information in the physical form is known as message.
 Channel: The channel or medium is the method used for transmitting the message.
 Receiver: The receiver is the person to whom the message is sent and he perceives
the message and attaches some meaning to the message.
 Decoding: The receiver gets the message through decoding– by receiving,
understanding and interpreting the message
 Feedback: The reversal in the communication process is feedback whereby, the
receiver expresses the response of the sender’s message

1. The linear Concept of Communications.

Linear Communication
You open your email inbox to a slew of e-blasts from some of your favorite retailers.
PageEach one has
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a different message: a new product, a sale, new log-in credentials for a redesigned website. You
also have an email from your doctor's office asking you to confirm your appointment and a
message from a friend trying to set up dinner plans for the weekend.
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You respond to the latter two - the doctor's office and your friend, but you simply read the others
from your favorite stores and move on. Why? Because the model of communication is different.
While your friends and associates may expect a response from you, department stores sending you
marketing messages do not. It's a communication style known as the linear communication model.
The linear communication model is easy to remember if you think about it in terms of a line. A
line is straight, typically with a starting point and ending point. In this linear communication model,
the communication being put out happens in a straight line, coming from a sender to a receiver. In
this model, each component plays its own role:

 The sender prepares the message

 The message is the information being conveyed
 The message is encoded, or converted, to fit the channel being used
 Various channels (email, radio, television, etc.) deliver the message
 The receiver decodes and reviews the message

This model of communication is also impacted by two other components: the absence of feedback,
meaning the receiver is not able to immediately respond, and noise, anything that can cause a
disruption in the way the message is received or understood. Noise might be the wide range of
choices consumers have in television programming that can prevent an advertisement from
reaching its intended audience. Noise can also be things like how the receiver is feeling, external
influences, and more.
As consumers, we're growing more accustomed to two-way forms of communication, such as
interacting with brands online and through social media, but the linear model is like a one-way
street: information flows in only one direction, from the sender to the receiver.

2. The Shannon-Weaver Model.

Shannon-Weaver Model
The Shannon Weaver model mathematical theory of communication follows the concept of
communication in a linear fashion from sender to receiver with the following steps

1. Sender (Information Source)

The Shannon Weaver model starts with the sender or “information source”. They are the person (or
object, or thing – any information source) who has the information to begin with. The information
source starts the process by choosing a message to send, someone to send the message to, and a
channel through which to send the message.

A sender can send a message in multiple different ways: it may be orally (through spoken word), in
writing, through body language, music, etc.
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Example: An example of a sender might be the person reading a newscast on the nightly news. They
will choose what to say and how to say it before the newscast begins.
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2. Encoder (Transmitter)
The next step in the Shannon Weaver model is the ‘encoder’. The encoder is the machine (or person)
that converts the idea into signals that can be sent from the sender to the receiver. The Shannon model
was designed originally to explain communication through means such as telephone and computers
which encode our words using codes like binary digits or radio waves.

However, the encoder can also be a person that turns an idea into spoken words, written words, or sign
language to communicate an idea to someone.

Examples: The encoder might be a telephone, which converts our voice into binary 1s and 0s to be
sent down the telephone lines (the channel). Another encode might be a radio station, which converts
voice into waves to be sent via radio to someone.

3. Channel
The next step in the Shannon Weaver model is the ‘channel’. The channel of communication is the
infrastructure that gets information from the sender and transmitter through to the decoder and receiver.
We sometimes also call this the ‘medium’.

Examples: A person sending an email is using the world wide web (internet) as a medium. A person
talking on a landline phone is using cables and electrical wires as their channel.

If we’re face-to-face, perhaps we don’t have a channel, except the sound waves from our voice that
carry the sound from the sender’s mouth to the receiver’s ear.

4. Noise
The next step in the Shannon Weaver model is ‘noise’. Noise interrupts a message while it’s on the
way from the sender to the receiver. It’s named after the idea that ‘noise’ could interrupt our
understanding of a message. There are two types of noise: internal and external.

Internal noise happens when a sender makes a mistake encoding a message or a receiver makes a
mistake decoding the message. Here’s the two points where it can happen:

 At the point of encoding (for example, when you misspell a word in a text message);
 At the point of decoding (for example, when someone misinterprets a sentence when reading an
email)

External noise happens when something external (not in the control of sender or receiver)
Page impedes
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message. So, external noise happens:
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 Communication – Module 1

 At the point of transmission through the channel (for example, when we’re having a
conversation by a busy highway and the receiver is having trouble hearing over the sound of
cars)
One of the key goals for people who use this theory is to identify the causes of noise and try to
minimize them to improve the quality of the message.

Examples: Examples of external noise may include the crackling of a poorly tuned radio, a lost letter
in the post, an interruption in a television broadcast, or a failed internet connection.

Examples of internal noise may include someone having a headache so they can’t concentrate,
someone speaking with a heavy accent, or when the sender mumbles when speaking.

5. Decoder
The next step in the Shannon Weaver model is ‘decoder’. Decoding is the exact opposite of encoding.
Shannon and Weaver made this model in reference to communication that happens through devices
like telephones. So, in this model, there usually needs to be a device that decodes a message from
binary digits or waves back into a format that can be understood by the receiver.

If we’re talking about direct communication between people without the use of technology, there may
still be a need for decoding. For example, you might need to decode a secret message, turn written
words into something that makes sense in your mind by reading them out loud, or you may need to
interpret (decode) the meaning behind a picture that was sent to you.

Examples: Decoders can include computers that turn binary packets of 1s and 0s into pixels on a
screen that make words, a telephone that turns signals such as digits or waves back into sounds, and
cell phones that also turn bits of data into readable (and listenable) messages.

6. Receiver (Destination)
The next step in the Shannon Weaver model is ‘receiver’ The receiver is the end-point of the original
Shannon and Weaver model of the technical communication process. This is the step where the person
finally gets the message, or what’s left of it after accounting for noise.

Examples: Examples of a receiver might be: the person on the other end of a telephone, the person
reading an email you sent them, an automated payments system online that has received credit card
details for payment, etc.

7. Feedback
The final step in the Shannon Weaver model is ‘feedback’. Actually, the ‘feedback’ step was not
originally proposed by Shannon and Weaver in 1948. Norbert Weiner came up with the feedback
step in response to criticism of the linear nature of the approach. (‘Linear’ means that the messages are
only going one way).
Feedback occurs when the receiver of the message responds to the sender in order to close the
communication loop. They might respond to let the sender know they got the message or to show the
sender:
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 Whether they got the message clearly without noise
 How well they understand the message
Nonetheless, the ‘feedback’ elements seems like a post-hoc add-on to the model, and is the subject of a
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lot Communication
of criticism (see later in this article on–‘disadvantages
Module 1 of the model’ for details).
Examples: Feedback does not occur in all situations. Sometimes, like when watching TV, we don’t
tend to let the people talking on the TV know what we’re thinking … we simply watch the show.

Some times when feedback will occur include:

 During a chat between friends

 When you write a reply email
 Through your facial expressions and body language during a conversation
 Etc.
Examples Of The Shannon Weaver Model Of Communication
The Shannon-Weaver model of communication was originally proposed for technical communication,
such as through telephone communications. Nonetheless, it has been widely used in multiple different
areas of human communication.

Here are some examples of how the Shannon Weaver model works:

A) A Telephone Conversation

Sender: The sender is the person who has made the call, and wants to tell the person at the other end of
the phone call something important.

Encoder: The telephone turns the person’s voice into a series of binary data packages that can be sent
down the telephone lines.

Channel: The channel is the telephone wires itself.

Noise: Noise may occur if the speaker mumbles, the telephone wires are interrupted in a storm, or the
telephone encoders/decoders are malfunctioning.

Decoder: The telephone that the receiver is holding will turn the binary data packages it receives back
into sounds that replicate the voice of the sender.

Receiver: The receiver will hear the sounds made by the decoder and interpret the message.

Feedback: The receiver may speak in response, to let the sender know what they heard or understood.

B) Listening To The Radio

Sender: The radio host will speak into her microphone.

Encoder: The microphone and its computer will turn the voice of the radio host into binary packets of
data that are sent to the radio transmitter. The radio transmitter, also part of the encoder, will turn that
data into radio waves ready to be transmitted.
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Channel: The channel will be the radio waves that are sent out by the radio transmitter.
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Noise: Communication
Noise is most likely to occur if– the
Module 1 transistor radio is not tuned to the correct
receiver’s
frequency, causing static, or if the receiver’s transistor radio is too far away from the radio transmitter.

Decoder: The decoder is the receiver’s transistor radio, which will turn the radio waves back into
voice.

Receiver: The receiver is the person listening to the radio, who will hopefully receiver the full message
loud and clear if noise has been avoided or minimized.

Feedback: Feedback is difficult in this step. However, the radio channel may send out researchers into
the field to interview listeners to see how effective their communication has been.

C) A Face-To-Face Discussion
Here’s another example of how the Shannon and Weaver model of communication might work for
human communication:

Sender: The person starting the conversation will say something to start the communication process.

Encoder: The ‘encoder’ step is usually used to explain a machine that encodes a message for
transmission. For a face-to-face discussion, you could consider the ‘encoding’ to be the ways the
sender turns their idea into intelligible words and sentences.

Channel: There isn’t any wire or radio waves involved here – instead, the sound is transmitted through
sound waves made by the voice.

Noise: The sender may have mumbled or have an accent that caused the message to be distorted
(internal noise). There might be a wind or traffic that made the message hard to hear (external noise).

Decoder: While there’s no machine here, the listener still has to turn the words they hear into a legible
message in their mind.

Receiver: The receiver is the second person in the conversation, who the sender is talking to.

Feedback: Face-to-face communication involves lots of feedback, as each person takes turns to talk. If
someone’s message is not heard to to noise, they can ask for clarification easily.

Advantages And Disadvantages Of The Shannon Weaver Model

The Shannon and Weaver model of communication has many pros and cons. Here are a few:

Advantages:
1. It Explains The Barriers To Effective Communication Very Well
The Shannon Weaver information theory was revolutionary because it explains the concept of ‘noise’
in detail. It shows how information is interrupted and helps people identify areas for improvement in
communication.
For example, the model also includes three ‘levels’ where communication can be interrupted. These
are: technical problems, semantic problems, and effectiveness problems:
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 Technical problems: when the decoder, encoder or channel causes the problems. For example,
when a machine important for the communication of the message has a fault.
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 Semantic Communication – the
problems: This is when Module
message1that was sent is different from the message that
was received (a practical way to think about this is the game ‘Telephone’, also known as
‘Chinese whispers’ or ‘telephono roto’. The message is lost somewhere in the retelling.).

Effectiveness problems: This explains how well the message can cause a response or reaction from
the receiver.
2. It breaks down communication into understandable parts

The model enables us to look at the critical steps in the communication of information from the
beginning to end.

3. Transferable to multiple situations

The communication model was originally made for explaining communication through technological
devices. However, it’s been used to explain just about any form of communication you can think of.
Disadvantages:
1. It’s A Linear Model / There’s Insufficient Regard For Feedback
The original 1948 Shannon Weaver blueprint did not contain the ‘feedback’ component. When it was
added by Weaver later on, it was included as a bit of an afterthought.

Thus, it lacks the complexity of truly cyclical models such as the Osgood-Schramm model.
2. It doesn’t account for power relationships

The model doesn’t take a social scientific look at how information is interpreted differently based on
power relationships or identities of those people communicating with one another.

3. It doesn’t address one-to-many communication

The ‘mother of all models’ is silent on the issues that arise when there is one sender and multiple
receivers. For a better analysis of mass communication, use a model like the Lasswell model of
communication.

Conclusion
The Shannon Weaver model of communication is the ‘mother of all models’ of human communication.
It is also known as the ‘information theory’. It is a mathematical theory considered to be a ‘linear’
communication model. Created be Claude Shannon and Warren Weaver, it is considered to be a highly
effective communication model that explained the whole communication process from information
source to information receiver.

3. The Two-way communication process.

What is Two-Way Communication?

Definition: Two-way communication is defined as a type of communication in which both the parties
involved in the conversation transmit the message or share the information. Page 10 of 15
 Managerial
Two-way Communication
communication – Moduleof1a sender and a receiver. The sender is the one
requires the involvement
who is responsible for transmitting a message that needs to be communicated. The one who receives
the message is the receiver and is responsible for communicating the feedback.

For instance, X is the sender, and Y is the receiver. X wants to convey to Y some critical message. So,
that message is sent by X via email. Upon receiving the email, Y responds and acknowledges with
another email. This is how the cycle of two-way communication goes about.

Types of Two-Way Communication

Two-way communication can be either vertical or horizontal. The communication that takes place
between a subordinate and superior in an organizational environment is vertical two-way
communication.

On the other hand, the one between employees of the same rank is known as horizontal two-way
communication.

Importance of Two-Way Communication

Two-way communication is a cyclical process that is prevalent in most companies. Businesses need to
maintain constant contact with their employees as they cannot function without any interpersonal
communication. So, it becomes almost necessary to have a continuous flow of information among all
the stakeholders.

Some of the reasons why two-way communication is important are-

1. Smooth Communication

Two-way communication ensures that there are no hindrances in respect to the flow of message and
feedback. The sending party can smoothly transfer the message through a channel like a telephone,
email, video, and so on. The receiving party, too, can respond to that message without facing any
difficulties.

2. Acknowledgment

Two-way communication allows the receiver to acknowledge that the message has been received and
understood. Once the sender sends the message, the receiver deciphers it and then acknowledges or
sends the feedback via the same channel. It optimizes the commitment, support, and the ability to
understand amongst colleagues, leaders, and group members.

3. Proper Execution of Superior’s Directions

The role of two-way communication is vital in every organization as it allows the employees or
subordinates to ask clarificatory questions from the superior. This ensures that whatever instruction,
direction, policy, or order the superior has given is appropriately executed. This way, any
misunderstanding regarding the task can be quickly cleared away.

4. Employee Suggestions
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Suggestions from employees are significant if an organization is looking for making some progress.
Sometimes employees have great ideas to recommend that can help to improve the company’s policies
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and plans. Two-wayCommunication – Module
communication, therefore, serves1the purpose of encouraging them to put forth
their suggestions.

5. Clear message

When an organization follows the two-way communication model, there is hardly any chance of
ambiguity. If the receiver faces any confusion regarding the message, they can quickly contact the
sender to get some clarity.

6. Effective Communication

Communication becomes effective when the information is comprehended well by both the parties
involved. Two-way communication ensures that this effectiveness is maintained by allowing the sender
and the receiver to evaluate and assess each other’s stances.

7. Job Satisfaction

In two-way communication, employees of an organization can be demonstrative about what they feel,
what their interests are, and what all complaints and opinions they have. All this can be effectively
conveyed to their superiors. This enables the superiors to take the required measures for promoting the
employees’ welfare. All these efforts help in increasing the sense of job satisfaction among the
organization’s employees.

Using Two-Way Communication in Workplace

Different ways through which two-way communication can be effective in optimizing employee
engagement in the workplaces are-

1. Understanding the Audience

Two-way communication begins by understanding the audiences, which are the employees of an
organization. Businesses should aim to provide information deemed necessary by the employees to
engage them and achieve success within the organization.

Businesses should know what kind of information will be significant for the employees and what are
those things that they must surely know. They should figure out ways to promote healthy dialogue
among the employees. Moreover, it is necessary to make sure that the employees do not hesitate and
are comfortable putting their opinions forward.

2. Selecting the Communication Channels

After understanding the audience, a business needs to shift its focus to select the channel or mode of
communication. It needs to find out the best and the right kind of medium for ensuring an adequate
flow of information.
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It can make use of either the already existing modes or the new ones. When it comes to channels for
getting feedback, a business can utilize either formal or informal mechanisms.
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3. Encouraging Employee Feedback – Module 1

A business must make sure that it gives due attention to the feedback of the employees. After selecting
the proper feedback channels, it should utilize that feedback to give employees the impression that their
opinion is valuable and meaningful.

Quick response to the queries and suggestions of the employees will ensure that they stay committed to
their job. To make this happen, a person should be appointed to address the employees’ concerns as
and when they occur.

4. Acting on the Received Feedback

Acting on the feedback received from the employees is the most crucial step and can’t be neglected. It
can effectively help in building solid work engagement. When a business gives credit to the employees
for making a difference in the organization, they feel respected and valued.

TWO WAY COMMUNICATION ONE WAY COMMUNICATION

The sender delivers the message, to which It only requires the sender to send the
the receiver responds with some feedback. message to the receiver without
hoping for a response.

It ensures that some accuracy is maintained It is nearly impossible to maintain

as the employees can give their feedback accuracy without the feedback
and clear their queries in case of any system.
misunderstanding.

It can become noisy and may fail to Though one-way communication can
maintain orderliness. give way to inaccuracy, it is less
chaotic and keeps things in order.

A lot of time gets consumed in receiving One-way communication is rapid due

feedback from the employees to the absence of a proper feedback
mechanism.

Phone calls, video calls, face-to-face Some of the common examples are
conversation, group discussion, etc are radio, television,
examples of two-way communication. speeches, performances, newsletters,
announces, etc.

Employees must have an idea of how their organization is utilizing their recommendations. This is
possible only when there is constant two-way communication for revealing the results.
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Two-Way Vs. One-Way Communication

Examples of Two-Way Communication

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1. Instant Messaging

Instant messaging enables messages and feedback to be communicated rather quickly. It

allows people to know when the other person sees the message or when that person is online.
Nowadays, it is an integrated feature of several social media apps.

2. Chat Rooms

In chat rooms, instant messages are sent to groups of people. These are public rooms where there is no
restriction on whosoever is joining. There is a free flow of communication as everyone can send a
message or feedback.

3. Telephone

There may be a difference in the way telephones are designed now and the way they were designed
back then. But their purpose has remained the same. Using the telephone makes it easy to establish
effective two-way communication and get in touch with someone who lives far away.

4. In-person Interaction

In-person interaction or communication is the most effective way of delivering messages and receiving
feedback as it helps build opportunities and long-term solid ties.

Conclusion!

It is obvious that two-way communication processes when the receiver shares feedback or response
after listening or analyzing the message of the sender.

Because of the effectiveness of two-way communication, it is also called a complete communication

system that every organization should incorporate. Some of the ways through which it can benefit
organizations are overcoming ambiguity, creating a democratic environment, increasing job
satisfaction, ensuring a congenial relationship, and optimizing efficiency.

Principles of effective communication or what are the characteristics of successful

communication?

 An organization must follow certain principles in order to make communication

effective. The principles of communication also called as the 7 C’s of communication
are:
1. Completeness:
Every business letter must deal with its subject. It should not leave out facts or
information which is relevant to the subject matter.

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Managerial Communication – Module 1

2. Correctness:
The information given in the message must be accurate and not false or misleading. It is
necessary to safeguard the reputation of the business organization.
In spoken form of communication, grammatical errors are not uncommon. The speaker
tends to forget the number and person of the subject of the verb if the sentence is
too long. Sometimes even the sequence of tense is wrong. And most frequently the use of
the pronoun is incorrect especially in indirect narration.
For Example:
He said to me that I will surely go there.
He told me that he would surely go
there.
As you are an experienced manager, we are sure you can resolve the
conflict. Being an experienced manager, we are sure you can resolve the
conflict.

3. Conciseness:
In business and professional communications, we should be brief and be able to say
whatever we have to say in minimum words. We should avoid being repetitive. We
sometimes believe erroneously that by repeating whatever has been said, we add
emphasis to our message. Try to use single words for wordy phrases.
For example:
Wordy: At this point of time
Concise: Now, or at present
Wordy: In due course of
time Concise : Soon
Wordy: Not very far from
here Concise: Nearby, or
close by

4. Courtesy:
In conversational situations, meetings and group discussions, an effective speaker
maintains the proper decorum of speaking. One should say things with force and
assertiveness without being rude. Courtesy demands that we do not use words that are
insulting or hurtful to the listener.
A courteous businessman will always say “please” when he wants a favour. And “thank
you” when he receives the favour.
5. Concreteness:
Concreteness means being specific, definite in describing events and things. It also
means the vivid description of an event or state. Avoid using vague words. In oral
communication we cannot draw figures, tables, diagrams, or illustrations to make our
statements vivid and concrete. But we can choose precise words and speak with proper
modulation and force to make their sound reflect the sense.
6. Clarity/ Clearness:
The principle of clarity is most important in all communications, especially when you are
involved in face to face interaction. It is not always easy to verbalise ideasPage
accurately
15 of 15 on
the spot during conversations, presentations, or any other form of interaction.
There should be no ambiguity or meaningless words. The writer must express clearly
whatever he has to say.
Managerial Communication – Module 1

7. Comprehensiveness:
The letter should cover everything pertaining to the subject; issue discussed or answers
in the particular letter. Points should be properly adjusted. The writer should comprehend every
point that is of value in the body of the letter.

Candidness:
 In all business transactions, our view of a matter should be honest and sincere. We
should speak and listen without prejudice or bias. Our guiding principle should be
fairness to self and to others involved in the situation. For example, when we qualify our
observation with the words “ My honest opinion” or “Frankly speaking”, we are trying to
be candid, open hearted and sincere.

Importance of Communication in Management:

Every organization needs an effective communication system to enable it to function and
flourish. In an organization, communication is a means.
 To increase employees job performance and effectiveness by updating their knowledge.
 To promote employees’ sense of belonging and commitment.
 To effect changes smoothly.
 To motivate and create a sense of identification with the organization’s goals
 To inform and convince employees about decisions and the reasons behind those
decisions.
 To develop employees a clear understanding of their roles and future growth
opportunities in the organization
 To empower employees with information on development and activities.
Hence, an active communication system is vital for the good health of the
organization. If there is a continuous sharing of ideas and interactive meetings between
the management and workers, the overall atmosphere of understanding and goodwill
would prevail in the workplace. If decision making is transparent employees
would understand reasons for those decisions and accept and implement them even if
they affect them adversely.
Communication Structure in Organizations:

 In Business organizations, the effectiveness of a communication system depends upon

the extent to which the necessary information (required for decision making) reaches the
concerned person (who needs that information) at the right time (when the information is
needed). This network of information supports the overall functioning of management by
integrating and coordinating the work force for achieving organizational objectives.
 Hence every organization creates a network (Channel) for information to pass through its
different levels of authority and functional heads and units.
 Vertical Communication:In organizations there are well-defined lines/ routes for passing on
communication. At the boardroom level, policy decisions are taken. From there, downward
information and instructions are sent to senior managers or a group of senior managers.
Page 16 of 15
 The senior managers ensure that the policy decisions are easily understood,
implemented, sustained, monitored, reviewed and reported as feedback. Any information
on feedback (performance data or employee’s experience or suggestions) is in turn sent
Managerial Communication – Module 1
upward.

 In this organizational system of communication, the key links are managers and
supervisors. They pass on information upwards and downwards.
 Managers and supervisor are also responsible for carrying out follow up action on the
required lines. In all large organizations, the HRD/HRM or personnel department
manages the circulation of information among employees. Personnel managers are in
constant touch with all sections of employees. They are able to identify needs; guide on
policy matters and supervise infrastructural arrangements.
 Still when an organization has too many hierarchical levels, managers face a lot of
difficulty to reach the ground level employees and shop-floor employees. In all such
situations, communication tends to be slow in reaching and delayed in getting absorbed
and acted upon. The cost of this inevitable delay caused by the sheer size of the structure
of the organization may sometimes be too high.

 Horizontal Communication:
Also known as peer communication, it is usually needed within the organization in
relation to the following cases:

 Geographical location of divisions:

In a large setup, divisions may be based on geographical areas. Such divisions may be
known just by numbers or single letters.

 Functional organizations:
Normally business and industrial organizations form divisions on the basis of different
functions, such as production, marketing, finance, personnel and training and
development. All such divisions function independently and yet remained linked with
each other through peer-group communication and work flow information. With the
growth of technology and size of organizations, the widespread production of goods and
services needs to be coordinated through the channel of horizontal communication.
From the stage of selection of raw material to that of a finished product, numerous
processes are involved in completing the given task of production. At each stage of the
production process, the job of a work-group depends upon the timing and form of work
received from the preceding work group. Any failure in the smooth work flow adversely
affects the performance at successive stages of production.

COMMUNICATION BARRIER:
 Any type of hurdle, blockade, stoppage, bottleneck, etc in the way of effective
communication is called Barrier to communication. These barriers make the
communication incomplete, unforceful and ineffective. The management must identify
such barriers and overcome it; otherwise it becomes difficult to discharge their
functions smoothly and efficiently.
Page 17 of 15
Managerial Communication – Module 1

BARRIERS TO COMMUNICATION:
The barriers can be divided into four groups:
1. Semantic barriers
2. Physical barriers
3. Organizational barriers
4. Psychological barriers

 Semantic Barriers:
The problems in the process of encoding and decoding the message into words or other
impressions are considered as semantic barriers. Poor grammar, different language,
poor vocabularies are examples of semantic barriers.

 Poor Vocabulary:
The usage of inappropriate words and inadequate words will not make the idea to be
communicated clear. It is not possible for the communicator to convey the message in
the right sense.

 Different Language:
In an organization, if the employees do not have a common language it becomes a
barrier to convey the ideas and feelings.
 Different context for words and symbols:
There are certain words and symbols which have several meanings. So, the receiver
must know the context of words and symbols, there is a possibility of misinterpretation
and misunderstanding

 Physical Barriers:
The obstacles that prevent a message from reaching the intended recipient are
known as Physical barriers. Some of the physical barriers are as follows:
1. Noise: Noise is any disturbance that reduces clarity of communication.
Noise distracts the person communicating and acts as a barrier to
communication.
2. Improper time:
The message must be conveyed at proper time otherwise it loses its effectiveness.
For instance, if the superior asks his subordinate to attend some urgent work during
closing hour of work, it may cause resentment in the subordinate who is in a hurry to
catch a bus to reach his house
3. Distance:
The distance between the sender and the receiver acts as a barrier in the
communication process. If the distance is more, the communication will be
ineffective unless proper use of fax or telephone or any other media is
made.
4. Overload information: Page 18 of 15
If the information is overloaded, the reader’s attention gets distracted. The theme
of the message is diluted.
Managerial Communication – Module 1

 Organization Barriers:

1. Rules and regulations of the organization:

Due to rigid rules and regulations relating to communication, there is a delay of
message and it is a discouragement to employee in conveying their innovative ideas
and creativity.
2. Hierarchical Relationship:
Hierarchical i.e, formal superior- subordinate relationship restricts the free flow of
communication in an organization. Specially, upward communication is intentionally
distorted.
3. If meetings are not conducted:
If organizations are not conducting staff meetings often, it lacks free flow of
communication and widens the communication gap between persons.
4. Choice of Channel:
Due to wrong selection of channels to communicate, it becomes a barrier. For example if
written communication is used to communicate to the illiterates, it will not convey any
message to them. It becomes useless.

 Psychological Barriers:
1. Perceptions:
Based on needs, motives, experience we perceive certain things and ignore certain
things. Different people with different perceptions may misinterpret the message
conveyed to them.

2. Attitude:
The attitude of superiors and subordinates also affects the flow of communication. If
the superiors lack confidence in themselves it may filter the communication. The
subordinates’ attitude also affects the communication.

3. Poor listening:
Poor listening is one of the barriers which retards the communication flow and
prevents understanding of the real meaning of the message conveyed.

4. Egotism:
A person with egoism loses his level of understanding person’s emotions, attitudes,
feelings etc, which results in hindrance of the communication process.

5. Emotions:
A person with negative emotions cannot think rationally and cannot communicate
effectively to others and at the same time cannot receive the message asof it15 is.
Page 19
For effective communication one requires affection, compassion and a silent mind.
Managerial Communication – Module 1

6. Using appropriate channels:

Wrong choice of channels to communicate is one of the barriers to communication. This
can be overcome by using appropriate channels depending upon different situations. For
instance, to communicate most confidential matters, the best form of communication is
oral communication. Similarly one must use symbols, pictures to communicate
effectively to illiterates who cannot read and understand written communication.

7. Improving the skill of listening:

Effective listening is an essential requirement for effective communication. While
listening one must concentrate on the speech and they must not be selective and
partial listeners, but total and deep listening is essential.

8. Improving upward communication:

To make communication effective, it is essential that it must be understood by the
receiver and get feedback from them regarding this. In an organization, feedback is
possible only if there is upward communication system. So, management is required
to improve upward communication and encourage subordinates to express freely their
opinions and problems if any.

Means/Media of Communication
Communication is an act of interacting with people and sharing information with
them.There are two types of communication based on Media i.e Verbal and
Nonverbal.Verbal communication is a type of communication in which you use words to
interchange the information with other people. But, Nonverbal communication does not
use words for communicating anything but some other modes are used.

In fact a human being has a vast range of symbols at his command that can be simply
mapped as follows.

Page 20 of 15
Managerial Communication – Module 1

Oral communication:
Anything emanating from the mouth is referred to as oral. Oral communication
occurs in situations like conversations, telephone talk, interviews, presentations and
meetings. The use of language is primarily in speech. Writing comes afterwards. That is why
we are taking oral communication before its counterpart. In any organization, as in everyday
life, both formally and informally we communicate more orally than in writing. It is primarily
oral communication that builds up human relationship. It is the use of gift of speech or
talking that brings the members of a family, neighbours and friends and likewise colleagues
in an organization together. Without oral communication any organization will become
lifeless. Its importance cannot be overemphasized.

Components of oral communication are as follows:

Formal vs informal oral communication: In business organizations, there are ample
opportunities for both formal and informal oral communication. But in fact, a lot more time
is spent in informal oral communication. The simple reason is that all communication is
essentially conversational in nature and has social purpose. Whenever people get together
there is bound to be face-to-face communication in which they will share all sorts of ideas,
feelings, etc

Another very frequently used type of informal oral communication is called

phatic communication. Generally it is not regarded as important. But the fact is that it is very
vital in establishing relationships. Side by side with, and in addition to the informal oral
communication various kinds of formal oral communication takes place in an organization.
Very often people in business have to make formal presentations before a group that may be
large or small. At other times they have to participate in meetings and group discussions.
Time to time they have to appear for or conduct interviews. Most of the letters and reports are
largely dedicated. All these are formal kind of oral communication. In this way, we see that
both formal and informal types of oral communication thrive together. Page 21 of 15
Managerial Communication – Module 1

Listening: Oral communication cannot be effective without proper listening on the part of
the receiver of the message. Poor listening may defeat the very purpose of oral
communication. It
has been found that generally people retain only one-fourth of what they hear after two days.
In this way listening becomes the weakest link in oral communication. It is therefore very
important to improve the ability to listen. It requires serious effort on the part of the listener
to absorb what he is being told. It is largely a matter of mental condition. We listen carefully
only if we want to listen.
Mostly people become lazy and listening requires serious work.

Remedies to eradicate poor listening are:

1.Stop talking: Unfortunately most of us like to talk rather than to listen. Generally,
we are interested in what we want to say than what we want to listen.
2. Put the talker at ease: If the speaker is not at ease, he/she will no be able to do his/her
job satisfactorily. So it is very important for the listener to make the speaker comfortable.
3. Show the talker that you want to listen: The talker must be given a chance to
understand that what the listener want to listen. It is the responsibility of the listener to give
an impression that you are listening to him to understand rather than to oppose.
4. Remove distractions: Certain activities like playing with shirt button, tapping with a
pen or a pencil, shuffling papers or passing something along distracts the speaker.

5. Empathize the talker: True exchange of information can take place only if place
ourselves in the position of the talker. This way we will be able to appreciate his point of
view and build up a climate that is conducive for the communication.
6. Be patient: "Patience pays"—This saying holds good in every situation. We should give
enough time to the speaker. There are all kinds of talker. Some get to the point very quickly,
while some take a lot more time. So we must give the talker enough time to come to the
Page 22 of 15
point in his way. We must not be tempted to interrupt.
 Managerial Communication – Module 1

Silence as communication:

Silence by its very nature communicates. It can also be used to communicate.

There is an age old saying—"silence is half consent". Yes, very often especially in response

to a request or a question regarding our opinion about something we keep quiet. That serves

the purpose. It shows our approach is positive. On the other hand, silence can also send the
negative signal. For example, if someone is asking for help and we keep quiet, it will
generally be construed as negative response. Collectively silence of workers in an office
communicates a lot about their attitude to work and their culture. There is a world of
difference between a place of buzzing with rough noise and one that has people working
quietly. Working quietly shows satisfaction while making noise at work shows some
discontent. Silence on the part of the audience at the time of the speech shows the interest and
participative listening.
Speaking at such a time distracts the speaker and gives a poor impression of the
audience.

Other forms of oral communication:

1.Face-to-face conversation: Oral communication is best when it is face-to-face. A face-

to-face setting is possible between two individuals or among a small group of people in an
interview or in a small meeting; communication can flow both ways in these situations.
There is always an immediate feedback, which makes clarification possible.

2. Telephone: Telephone talk depends entirely on the voice. It does not have the advantage
of physical presence. Clarity of speech and skillful use of voice are important. There can be
23 of 15
Pagelike.
confusion between similar sounding words like pale and bale or between light and
Names and addresses communicated on the telephone are sometimes wrongly received. It is
Managerial
therefore Communication
customary – Module
to clarify spellings by 1 Cuttack, B for Balasore and so on.
saying C for

3. Presentation: A presentation has a face-to-face setting. It is a formal and well prepared

talk on a specific topic, delivered to a knowledgeable and interested audience. Visual aids
arc used to enhance a presentation. The person who makes the presentation is expected to
answer questions at the end. It is the responsibility of the presenter to ensure that there is a
clear understanding of all aspects of the topic among the audience.

4. Public speech: A public speech or lecture, with or without microphones, has a face to
face setting, but the distance between the speaker and audience is great; this distance
increases as the audience gets larger, as in an open air public meeting. The purpose of a
public speech may be to entertain, to encourage and to inspire. Much depends on the
speaker's skill in using gestures and using the microphone. Feedback is very little as the
speaker can hardly see the facial expressions of people in the audience. A public speech is
followed by applause rather than by questions from the audience.

5. Interview: An interview is a meeting in which a person or a panel of persons, who are the
interviewers, ask questions from the interviewee. The purpose is, usually, to assess and to
judge whether it would be worthwhile to enter into a business relationship with the other.
Each side makes an assessment of the other. An interview is structured and is characterized
by question and answer type of communication.

6. Meeting: Usually, a meeting involves many persons; there is a chairman or a leader who
leads and guides the communication and maintains proper order. There is a fixed agenda, i.e.,
a list of issues to be discussed at the meeting. Meetings are of many types, from the small
committee meeting consisting of three or four persons to the large conference or the
shareholders' meeting. This type of oral communication is backed up by note-taking and
Page 24 of 15
writing up of minutes.
Managerial Communication – Module 1

Advantages of oral communication:

The advantages of oral communication are as follows:

1 Time savings
2 Cost savings
3 More powerful
4 Effectiveness
5 Immediate feedback
6 More suitable to get feedback
7 Develops relationships
8 Flexibility
9 Easiness
10 Corrections of errors
11 Informal communication
12 Motivation
13 Special applications
14 Maintaining Secrecy
15 Special application
16 Maintaining secrecy

1. Time saving: When action is required to be taken immediately it is best to transmit a

message orally. If the executives workload is high then they stop writhing and by oral
instructions they complete their message transmission and released their workload and also it
saves time.

2.Cost savings: Cost is involved in any communication. When the communication is

Page
needed within the organization and if it and is completed in orally, it has not needed any25 of 15

paper, pen or stamp or computer. So it saves the money of the organization.

Managerial Communication – Module 1
3. More powerful: Speech is a more powerful means of persuasion and control.
Therefore, executives often prefer to transmit messages orally.

4. Effectiveness: With the help of variations in the tone, pitch and intensity of voice, the
speaker can convey shades of meaning. This factor also contributes to the effectiveness of
oral communication.

5. Immediate feedback: The speaker can get immediate feedback on whether it is

creating a favorable impression on the receiver or whether the receiver will protest or
whether the receiver has receiver has clearly understood his meaning or is feeling perplexed
or baffled and he can mold and adjust his message accordingly.

6. More suitable for feedback: The employees felt more suitable when the message
transmits in orally. They get an opportunity for feedback and clarification.

7. A relationship develops: Oral communication is mostly carried out helps to

promote friendly relations between the parties communicating with each other.

8. Flexibility: By the demand of the situations, oral instructions can be changed easily
and for these cases maintain the formalities are not necessary. So it is very much flexible
and effective.

9. Easiness: It is so easy method of communication. It needs little preparation to send a

message. No need of pens, pencils and other writing equipment’s which are needed in
written communication.

10. Page 26 of 15
Correction of errors: If any error is expressed at the time of oral
communication. It was possible to rectify at that time or within a very short time.
Managerial Communication – Module 1
11. Informal communication: In Oral Communication, no need to maintain such
formalities which are needed in written communication. So it is easy and helpful to any
organization.

12. Motivation: In oral communication system, top executives and subordinates staff
can sit face-to-face and exchange their views directly, so subordinates are motivated day
by day.

13. Special applications: Oral communication is more helpful in communicating

messages to groups of people at assembly meetings etc.

14. Maintaining secrecy: Interested parties of oral communication can maintain the
secrecy of messages easily.

Disadvantages of oral communication

Oral communication contains many advantages. In spite of this, there are oral some
disadvantages which are given below:
1 No record
2 Expensive
3 Inaccurate
4 Limited usage
5 Probability of omitting main subject
6 Confused speech
7 No legal validity
8 Late decisions
9 Less secrecy
10 Less important
11 Defective
12 Creates misunderstanding

Page 27 of 15
1. No record: In oral communication, messages are difficult to record. So it is
impossible to preserve the message for future.
Managerial Communication – Module 1
2.Expensive: It is also expensive media of communication. Sometimes the audience can be
managed by paying T. A and D. A. On the other hand Technological devices that are used in
this system are costly.

3. Inaccuracy: There is very possibility of inaccurate messages to reach the

destination. So, the reverse result of expected plan may be occurred.

4. Limited use: The scope of usage of oral communication is limited. It is not

suitable for lengthy messages. It should be sued for short message.

5. Probability of omitting main subject: Sometimes, main subject may be

omitted to express a word for communicating. So, expected result may not be
achieved.

6. Confused speech: Sometimes the receiver fails to understand the meaning of a message
due to habitual productions of the speaker.

7. No legal validity: There is no any legal validity of the oral message. As, the oral
messages are not taped and kept records, so it can be denied easily if the situation goes
against the speaker.

8. Late decision: It takes time to reach a decision. At the beginning stage, sometime is
killed in the discussion of any personal matters. Besides some time is also wasted for
irrelevant discussion. In this way decision making is delayed.

9. Less important: In oral communication, meaningless speech can mislead the main
effects of the communication. But when the information comes out in written, we take it
seriously. Page 28 of 15

10. Lack of secrecy: In oral communication, the important and secret information may be
Managerial Communication – Module 1
disclosed.

11. Defective: Oral communication is defective for company’s policy, procedure,

programs, law and other important information.

12. Creates misunderstanding: The speaker often gives message without having
properly organized it earlier. So, it is possible that he may not be able to make himself
properly to communicate with the receiver. As a result, misunderstanding May develops.

Written Communication: Written communication involves any type of message that makes
use of the written word. Written communication is the most important and the most effective
of any mode of business communication.

Forms of Written Communication: Some important forms of Written

Communication includes email, Internet websites, letters, proposals, telegrams, faxes,
postcards, contracts, advertisements, brochures, and news releases.
Emails:
 Emails are the most common form of written business communication, according to
Startupbizhub, an online reference site. Business professionals use emails to send
documents, set up meetings, confirm appointments and contact job candidates.
Despite their relative casualness, your emails should still come across as professional.
Make sure you address your emails to all intended parties. Leaving just one person
out can hinder your email's effectiveness. Also, list the specific topic of your email in
the "Subject" area. Avoid writing long paragraphs in your emails. Instead, break your
text up with shorter paragraphs and bullet points, according to Forbes online
magazine.
Proposals:
 Page 29 of 15
Proposals are documents which outline upcoming projects. For example, business
consultants and advertising agencies submit proposals to companies for projects or
Managerial Communication
special assignments. – manager
A marketing Module 1 submit a proposal to the research and
may
development department to conduct product research. Proposals are often just one or
two pages long. Many companies use specific forms for their proposals. Make sure
you clearly identify all the project steps and tasks in your proposal. Include the
associated costs of each specific task as well. For example, list the printing, mailing
and postage costs if you are writing up a proposal for a direct mail project.

Reports:
 Reports are another type of written business communication. Companies use reports
to inform employees about various aspects of the business. For example, the finance
department will write financial reports to summarize a company's profit and sales.
Similarly, a marketing research manager may write a report which summarizes results
of a customer phone survey. Write your reports in a structured format. Provide a brief
introduction to your report. For example, tell department managers how and when
you conducted a customer phone survey. Include the key objectives you intended for
the project. Summarize your findings in the body of your report.

Add graphs and charts to clarify more complex concepts. Include an executive
summary section in your report that highlights key findings or results. Moreover,
always include a cover letter with your report to introduce it to managers or
executives.

Brochures
 Brochures are literature that feature your products and services. Companies use
brochures to sell products or assist sales reps with sales calls. Companies produce
brochures in many shapes and sizes. Some brochures are letter size while Page
others
30 of 15
folded in half or thirds. Use color and pictures in your brochures that feature your
main products or services. Break up each page of your brochure with plenty of blank
Managerial Communication
space, which makes the brochure–more
Module 1
readable.

Advantages of written communication:

1 Easy to preserve
2 Easy presentation of complex matter
3 Permanent record
4 Prevention and wastage of time and money
5 Accurate presentation
6 Use as a reference
7 Delegation of authority
8 Longevity
9 Effective communication
10 Maintaining image
11 Proper information
12 No opportunity to misinterpret
13 Controlling tool
14 Easy to verify

1.Easy to preserve: The documents of written communication are easy to preserve.

Oral and nonverbal communication cannot be preserved. If it is needed, important
Page 31 of 15
information can be collected from the preserved documents.
Managerial
2. Communication
Easy presentation – Module
of complex matter : Written 1
communication is the best way to
represent any complex matter easily and attractively.

3. Permanent record: The documents of written communication act as a permanent

record. When it is needed, important information can be easily collected from the preserved
documents.

4. Prevention of wastage of time and money: Written communication prevents

the waste of money and time. Without meeting with each other the communicator
and communicate can exchange their views.

5. Accurate presentation: Through the documents of the written communication top

executive can present the information more accurately and clearly. As it is a legal document
everybody takes much care does draft it.

6. Use as a reference: If it is needed, written communication can be used as future

reference.

7. Delegation of authority: Written communication can help the authority to

delegate the power and authority to the subordinate. It is quite impossible to delegate
power without a written document.

8. Longevity: Written document can be preserved for a long time easily. That is why;
all the important issues of an organization should be back and white.

9. Effective communication: Written communication helps to make communication

effective. It is more dependable and effective than those of other forms of
communication.
Page 32 of 15

10. Maintaining image: Written communication helps to maintain the images of both
the person and the organization. It also protects the images of the company or organization.
Managerial
11. Communication
Proper information – Module
: It is a proper 1 communication system. There
and complete
is no opportunity to include any unnecessary information in a written document.

12. No opportunity to misinterpret: there is any opportunity to misinterpret the

information or messages of written communication.

13. Controlling tool: Written communication can help to control the organizational
activity. The written document may be used as a tool for controlling.

14. Easy to verify: The information and messages that are preserved can be verified
easily. If there arises any misunderstanding any party can easily verify the information.
15. Others: Clear understanding, Legal document, Acceptability, Reduction of risk,
Creating confidence, Easy circulation, Wide access or coverage etc.

Disadvantages of written communication

The limitations and disadvantages of written communication are given below:

1 Expensive
2 Time consuming
3 Red-Tapism
4 Useless for illiterate person
5 Difficult to maintain secrecy
6 Lack of flexibility
7 Delay in response
8 Delay in decision making
9 Cost in record keeping
10 Complex words
11 Lack of direct relation

1. Expensive: Written communication is comparatively expensive. For this

communication paper, pen, ink, typewriter, computer and a large number of
employees are needed. Page 33 of 15
Managerial
2. Communication
Time consuming: – Module
Written communication 1 to communicate with others. It is a
takes time
time consuming media. It costs the valuable time of both the writer and the reader.

3. Red-Tapism: Red-Tapism is one of the most disadvantages of written

communication. It means to take time for approval of a project.

4. Useless for illiterate person: It messages receiver is illiterate, written

communication is quite impossible. This is major disadvantage written
communication.

5. Difficult to maintain secrecy: It is an unexpected medium to keep business secrecy.

Secrecy is not always possible to maintain through written communication. Because here
needs to discuss everything in black and white.

6. Lack of flexibility: Since writing documents cannot be changed easily at any time.
Lack of flexibility is one of the most important limitations of written communication.

7. Delay in response: It takes much time to get a response from the message
receiver; prompt response is not possible in case of written communication that is
possible in oral communication.

8. Delay in decision making: Written communication takes much time to

communicate with all the parties concerned. So the decision maker cannot take
decisions quickly.

9. Cost in record keeping: It is very difficult and expensive to keep all the records in
written communication.

10. Page 34 of 15
Complex words: Sometimes the writer uses complex words in writing a message.
It becomes difficult to meaning out to the reader. So the objectives of the communication
Managerial
may lose. Communication – Module 1

11. Lack of direct relation: If there is no direct relation between the writer and the
reader, writer communication cannot help to establish a direct relation between them.

12. Other: Prompt feedback is impossible, Slowness, Bureaucratic attitude,

Understanding-problem between boss and subordinates, lack in quick clarification and
correction, formality problem, lack of personal intimacy, etc.

NonVerbal Communication:

Communication that involves neither written nor spoken words, but often occurs with
another aspect of communication is called non-verbal communication. In non- verbal
communication visual and audio signs such as pictures, drawings, sounds and signs are used
to convey the message.

For example, old movies of Charlie Chaplin used only images, parking signs,
banners, siren from a racing fire engine, beacon from a lighthouse by themselves convey
messages to the intended.

In non-verbal communication there are five types:

1. Sign language:
Sign language consists of visual signs, audio signs and audio-video signs.

 Visual signs: Signs related to our sense of seeing come under visual signs. For
example, by looking at the danger sign in a high volt electric pole we come to the
conclusion that the pole should not be touched. Likewise the signs such as no horn
please, zebra crossing etc. make clear their intentions.
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Managerial Communication – Module 1

 Audio signs: This is related to our sense of hearing. They are used when visual
signs are not useful or cannot be seen, and also when there is an urgency. For
example, hooters fitted on top of ambulance vans are audio signs. Siren in
factories, alarm clocks, doorbells etc.

 Audio-Visual signs: This is related to both our sense of seeing and hearing. For
example, the light indicator and sound from a vehicle indicates that the vehicle is
about to take a turn.

2. Body language(kinesics): Body language is suitable to express feelings, emotions like

grief, joy, anger, fear, nervousness, tension, anxiety, concern, astonishment, frustration
etc. Body language includes facial expressions, gestures, body movements, postures, eye
contact and touch.

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For example, a bharatanatyam dancer makes use of navarasas, facial expressions,

mudras to express him/herself. In the movies of Charlie Chaplin, there is no sound and only
the facial expressions, postures and actions describe the story of the whole film. In a
classroom, the students come to know the mood of the lecturer by looking at his facial
expression.

3. Paralanguage: Para means ‘like’. Hence, paralanguage is ‘like-language’. It is non-

verbal since it does not consist of words. But it is close to verbal communication because it
shows how words are spoken or utterance made. In a para language, the speaker’s voice is
very important. While communicating, the speaker’s pitch variations, speaking speed, pause,
volume variation, speech breakers are noticed.

Example, during seminars, a student’s voice reveals his confidence, stress,

fluency etc. Other examples could be a radio jockey, television show anchor etc.

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4. Proxemics (Space Language): Proxemics is the study of space between two

interacting persons. This space defines the level of intimacy between them. Personal things
cannot be communicated publicly. Likewise, intimate, public, social and public things
should be communicated in its respective manner.

Example, if a person has some personal family problem, it is wise and necessary to
solve it with his family members. This matter should not be made public.

5. Layout, designs and color: Layout and designs convey messages loud and clear. It
highlights only the important points and does not contain unnecessary details. Example, if
there is new offer in a shop, it is depicted or shown in design and layout. Different colors
highlight different meaning. Like in a traffic signal, red means stop, yellow means get ready
and green means move. In a football match, if a player is shown a yellow card by the
referee, it means a warning and a red card means the player has to leave the field.

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The advantages of non-verbal communication are:
Managerial Communication
1. We can communicate – Module
with someone 1 of hearing of deaf.
who is hard
2. We can communicate at place where you are supposed to maintain silence.
3. We can communicate something which you don't want others to hear or listen to.
4. We can communicate if you are far away from a person. The person can see but
not hear you.
5. Non-verbal communication makes conversation short and brief.
6. You can save on time and use it as a tool to communicate with people who don't
understand your language.

The disadvantages of nonverbal communication are:

1. You cannot have long conversation.

2. Cannot discuss the particulars of your message.
3. Difficult to understand and requires a lot of repetitions.
4. Cannot be used as a public tool for communication.
5. Less influential and cannot be used everywhere.
6. Not everybody prefers to communicate through nonverbal communication.
7. Cannot create an impression upon people/listeners.

Measures to improve nonverbal Communication:

1. Pay Attention to Nonverbal Signals
2. Look for Incongruent Behaviors
3. Concentrate on Your Tone of Voice When Speaking
4. Use Good Eye Contact
5. Ask Questions About Nonverbal Signals
6. Use Signals to Make Communication More Effective and Meaningful
7. Look at Signals as a Group
8. Consider Context
9. Be Aware That Signals Can be Misread
10. Practice, Practice, Practice

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1. Pay Attention to Nonverbal Signals People can communicate information in numerous
ways, so pay attention to things like eye contact, gestures, posture, body movements, and
Managerial
tone of voice. AllCommunication – Module
of these signals can convey 1 information that isn't put into words.
important
By paying closer attention to other people's unspoken behaviors, you will
improve your own ability to communicate nonverbally.

2. Look for Incongruent Behaviors If someone's words do not match their nonverbal
behaviors, you should pay careful attention. For example, someone might tell you they are
happy while frowning and staring at the ground.
Research has shown that when words fail to match up with nonverbal signals, people
tend to ignore what has been said and focus instead on unspoken expressions of moods,
thoughts, and emotions.

3. Concentrate on Your Tone of Voice When Speaking Your tone of voice can convey a
wealth of information, ranging from enthusiasm to disinterest to anger. Start noticing how
your tone of voice affects how others respond to you and try using

tone of voice to emphasize ideas that you want to communicate. For example, if you want to
show genuine interest in something, express your enthusiasm by using an animated tone of
voice.

4. Use Good Eye Contact When people fail to look others in the eye, it can seem as if they
are evading or trying to hide something. On the other hand, too much eye contact can seem
confrontational or intimidating.
While eye contact is an important part of communication, it's important to
remember that good eye contact does not mean staring fixedly into someone's eyes. How
can you tell how much eye contact is correct? Some communication experts recommend
intervals of eye contact lasting four to five seconds.

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Managerial
5. Communication
Ask Questions – Module 1 If you are confused about another
About Nonverbal Signals
person's nonverbal signals, don't be afraid to ask questions. A good idea is to repeat back
your interpretation of what has been said and ask for clarification. An example of this might
be, "So what you are saying is that..."

6. Use Signals to Make Communication More Effective and Meaningful

Remember that verbal and nonverbal communication work together to convey a
message. You can improve your spoken communication by using body language that
reinforces and supports what you are saying. This can be especially useful when making
presentations or when speaking to a large group of people.

7. Look at Signals as a Group A single gesture can mean any number of things, or maybe
even nothing at all. The key to accurately reading nonverbal behavior is to look for groups of
signals that reinforce a common point. If you place too much emphasis on just one signal out
of many, you might come to an inaccurate conclusion about what a person is trying to
communicate.

8. Consider Context When you are communicating with others, always consider the
situation and the context in which the communication occurs. Some situations require more
formal behaviors that might be interpreted very differently in any other setting.
Consider whether or not nonverbal behaviors are appropriate for the context.
If you are trying to improve your own nonverbal communication, concentrate on ways to
make your signals match the level of formality necessitated by the situation.

9. Be Aware That Signals Can be Misread According to some, a firm handshake

indicates a strong personality while a weak handshake is taken as a lack

of fortitude. This example illustrates an important point about the possibility of misreading
nonverbal signals. A limp handshake might actually indicate something else entirely, such as
arthritis.
Always remember to look for groups of behavior. A person's overall demeanor is far
more telling than a single gesture viewed in isolation.

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 Managerial Communication – Module 1
10. Practice, Practice, Practice Some people just seem to have a knack for using nonverbal
communication effectively and correctly interpreting signals from others. These people are
often described as being able to "read people."
In reality, you can build this skill by paying careful attention to nonverbal
behavior and practicing different types of nonverbal communication with others. By
noticing nonverbal behavior and practicing your own skills, you can dramatically improve
your communication abilities.

Conclusion:
Communication is very necessary. The proper use of all the types of communication
leads to effective communication. Communication to be carried out in a proper manner
requires the sender and the receiver to mutually understand symbols, signs etc. when
communicating verbally or nonverbally. A sender should have good communicating skills.
If the sender does not communicate properly, the result could be disastrous. After sending a
message, the sender should receive a response from the receiver as it helps sender to
communicate in a better manner in future.

ETHICAL AND LEGAL ISSUES IN BUSINESS COMMUNICATION

An Ethical issues of business communication is the way by which individuals or groups of people
exchange information between them. From end-to-end the process, effective communicators try as
clearly and accurately to pass on their ideas, intentions and, objectives to their receiver.
Communication is successful only when both the sender and the receiver understand the same
information. Nowadays business world, effective communication skills are necessary due to the highly
informational and technological era, Which has made it easier for exchanging of information between
the parties.

Despite of the context, communication is all about choice, reflects values, and has consequences. For
better communication, understanding the obvious and the subtle issues relating to communication is
necessary. Any company that aims to be socially and ethically responsible must make a priority
of ethical communication both inside the company and in its interactions with the public. In theory,
many consumers prefer to do business with companies they believe are ethical which gives those
ethical businesses an advantage in the market.

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 Managerial Communication – Module 1
Some of the vital characteristics of ethical communication are discussed below.

 Conveying the point without offending the audience:

While communicating with the audience, expressing the desired message to them in a significant
manner is of primary importance. Strong conversation skills can make a big difference in the
workplace. Knowing how to share an attentive, friendly discussion will give you more confidence and
help you build better relationships. As you improve your skills, you’ll become a more thoughtful
listener, give sharper responses, and learn how to handle common mistakes. For instance, the
employees in a company can be asked to increase their efficiency in a demanding manner whereas
managers and executives will feel offended if the same tone is used on them. There are different ways
to explain the exact things to them in a much smoother manner.

 Maintain a relationship with the audience:

Maintaining the same wavelength with the audience is very important for a communicator to ensure the
audiences feel at home. Experienced communicators immediately build a relationship based on trust
with the audience as soon as they start speaking. As the audience shares, ask relevant questions to give
them further chances to express themselves. Be curious about the audience! For instance, if they’re
talking about a tough presentation they just gave, ask how they felt when they finished.

 Avoid withholding crucial information:

In the modern era, information is vital for all decision. Hence, it is essential for any organization to be
cautious when communicating with titanic. The related information should be absolute, and all crucial
information must be passed on appropriately. Purposely withholding crucial information might result in
the public conceiving a bad image.

 Well organized value system:

In order to ensure that this concept is successfully practiced and understood in an organization, a well-
organized value system must be established throughout the organization by the top management. If an
organization functions on the base of value systems common to both the top management and the
employees, mutual respect between them will be present. A sound and healthy value system can make
way for ethical communication.

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 Accuracy of information is necessary:

Any information that is to be passed on must be true and accurate. Communicating without checking
the truth of the information can be highly dangerous for the organization. Identification of the source
and testing the information is necessary before communicating it.

Ethical Issues in business:

In the complex global business condition of the 21st century, organizations of each size face a large
number of ethical issues. Organizations have the obligation to create sets of principles and morals that
each individual from the organization must comply with and put energetically. Basic ethical issues in
business incorporate advancing behaviour dependent on respectability and that induces trust, however,
progressively complex issues incorporate pleasing assorted variety, sympathetic basic leadership, and
consistency and administration predictable with a company’s fundamental beliefs.

1. Fundamental Issues: The most key or basic ethical issues that organizations must face are honesty
and trust. An essential understanding of uprightness incorporates leading your business undertakings
with genuineness and a pledge to treating each customer decently. At the point when customers think a
company is displaying a relentless duty to ethical business rehearses, an abnormal state of trust can
create between the business and the people it looks to serve. A relationship of trust among you and
your customers may be a key factor in your company’s prosperity.

2. Decision-Making Issues: A valuable technique for investigating ethical issues and recognizing the
ethical strategies incorporates gather the certainties, assessing any elective activities, settling on a
choice, testing the choice for decency and pondering the result. Ethical basic leadership procedures
should fixate on securing representative and customer rights, ensuring all business activities are
reasonable and simply, ensuring the benefit of everyone, and ensuring the individual qualities and
convictions of laborers are secured.

3. Diversity Issues: Your present and potential representatives are a different pool of people who have
the right to have their disparities regarded when they work at your business. An ethical reaction
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decent variety starts with enrolling an assorted workforce, implements equivalent open door in all
preparation programs, and is satisfied when each worker can appreciate a conscious
 Managerial
work environmentCommunication – Module
condition that qualities 1
their commitments. Augmenting the estimation of every
representative’s commitment is a key component in your business’ prosperity.

4. Compliance and Governance Issues: Organizations are relied upon to completely agree to
ecological laws, government and state security guidelines, financial and fiscal detailing rules, and all
pertinent social equality laws. For instance, the Aluminum Company of America’s way to deal with
consistence guarantees nobody at the company may request that any worker violate the law or conflict
with company esteems, arrangements and techniques. The company’s promise to consistence is shored
up by its way to deal with corporate administration the company anticipates all ALCOA chiefs, officers
and administrators to lead the business as per its business direct arrangements.

Legal issues in business:

Business communication can take numerous structures, including attempts to sell something, marketing
messages, public statements, and even company gatherings, contingent upon the audience
and communication medium. Business communication capabilities will in the general spotlight on
structure connections and accomplishing beneficial outcomes however, the legal perspective should
likewise be considered. Certain territories of business communication are carefully controlled by law,
while others can prompt possibly hurtful common suit. Understanding the legal issues in which
business communicators work is basic for business people, chiefs, and bleeding-edge representatives
alike.

1. Disclaimers: Item and administration disclaimers shield organizations from the possibly destructive
cases in case of abuse or misunderstanding by customers. Disclaimers can be utilized in court to
demonstrate that customers were cautioned about perils and dangers before utilizing an item
or administration. Disclaimers can be found on an assortment of media, including item bundling and
business notices, or even in deals discussions. Most disclaimers are preventive measures however,
some are legally ordered by administrative bodies. Money related consultants must incorporate
disclaimers identified with the dangers inalienable in following their recommendation, for instance,
while medicinal services items are required to list conceivably unsafe reactions.

2. Disclosures: Legal issues are like disclaimers, yet less explicit. In spite of the fact that disclaimers
are a kind of exposure, different sorts of diligence can be legally noteworthy too. Irreconcilable
situation revelations for stock investigators and budgetary counselors are one model, as are references
for research-based cases in marketing. Non-revelation understandings approach the issue of legal
diligence from another edge. In non-revelation understandings, one gathering consents to abstain from
sharing exclusive information outside of a legally binding relationship. Page 45 of 15
3.Managerial Communication
Marketing Communications: – Module
Promoting 1 communications must pursue legal rules for
and deals
trustworthiness and precision. As indicated by the Small Business Administration’s outline of
promoting and marketing law, publicizing claims must be straightforward, non-beguiling, and
dependent on an accurate proof. As indicated by a similar review, promoting and marketing law
reaches out to control tributes, item supports, publicizing to kids, cases of ecological duty, and cases of
residential creation. The Federal Trade Commission likewise carefully controls direct marketing
exercises, including telemarketing and email marketing.

4. Reporting: Money related announcing can be viewed as a type of business communication since it
includes formally showing information to speculators, controllers, and the overall population. Utilizing
tricky bookkeeping practices to distort company accounts is a profound legal issue possibly bringing
about claims, fines, or even criminal accusations, also harm to a company’s image notoriety. This is a
standout amongst the most firmly managed regions of business communications and is particularly
significant for traded on an open market enterprise.

5. Internal Communications: Business communication bargains the same amount of with inward
discoursed as communication with outside partners. The Equal Opportunity Employment Commission
and the Department of Labor manage such issues as provocation, dangers, threatening workplaces, and
exploitative communication with representatives. Singular states further uphold their very own inside
communications guidelines by means of state organizations, for example, the California Department of
Fair Employment and Housing.

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Managerial Communication – Module 1

COMMUNICATION IN CROSS CULTURAL SETTINGS:

All are influenced by cultural background which impacts on all aspects of

life family structures, beliefs about religion and spirituality, social interactions,
dress, gender roles of men and women etc. The concepts of culture and language
are intertwined and, in many ways, difficult to separate.
It is also important not to assume that all people from that community will behave in
the same way or have the same communication needs. Individuals will vary in terms of
their values and beliefs, education levels, life experience, level of literacy,
strength of commitment to their cultural norms and degree to which they use ethno-
specific services.

CULTURAL SENSITIVITY
Managers looking for global business opportunity often jon formal classes to get a fell
for local cultures. Sensitivity to local cultures is necessary to stay in business.For
instance dinner diplomacy in China is often more effective than boardroom meeting
for securing business.

Meeting and Social visits.

Differences in cultures are seen in the way people from different cultures behave on
meeting someone for the first time.

Group behavior
Cultural differences are also noticeable in the way people in groups act when they are
joined by a new person.

Paying visit.
Visiting is a formal act. Calling out the name of the host of a house is usually
considered improper in most culture.

Addressing others.
Different cultures have different ways in which people address each other.

DEVELOPING CULTURAL INTELLIGENCE

Our attitudes, values, beliefs, social behavior, and language crystallize in the crucible
of culture. Therefore, to be able to act and respond correctly in intercultural situations,
it is important to know the other individual cultural back ground.

High-context culture

In a high-context culture, there are many contextual elements that help individuals
understand the rules. Much is taken for granted while communicating. A person who
does not know the unwritten rules of the culture may find communication confusing.

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Managerial Communication – Module 1

Low-context Cultures:
In a low-context culture, very little is taken for granted. Therefore, explicit statements
and explanations are required. The chances of misunderstanding by those outside that
culture are minimized.

Time as a Cultural Factor:

Monochronic Time:

Monochronic time means doing things in a sequential manner, one

thing at a time. Examples: North-America, Germany.

 Do one thing at a time
 Concentrate on the job at hand
 Think about deadlines and what must be achieved.
 Put the job first
 Seldom borrow or lend things
 Emphasize promptness

Polychronic time:

In a polychronic culture, human relationships are valued more than time. Polychronic
people do not hurry to get things done, and they get things done in their own time.

Example: France
 Polychronic Cultures:
 Do many things simultaneously.
 Are highly distractable and subject to interruptions.
 Think about what will be achieved.
 Put relationships first.
 Borrow and lend things more easily
 Base promptness on relationship factor

Space as a Cultural factor:

 Different cultures vary in their concern for space and social relationships
within it. Concern for space primarily suggests personal body space. But it also
relates to space in other situations such as in one’s room, in traffic and in the
office.
 People are extremely sensitive to any intrusion into their personal space by
others. But the area of personal territory differs from culture to culture and
relationship to relationship. This concern for space may extend to the level of
territorial possessiveness. In fact perhaps all territorial feuds and wars result
from an overzealous concern for space. This is often seen in offices, where
some individuals with territorial tendencies fight for exclusive use of their
office desks, behaving as if they possessed the desk when they are simply not
using it.

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Managerial Communication – Module 1

 People of high territoriality tend to be from low-context cultures. People of low

territoriality tend to have less sense of ownership of personal space and,
accordingly, boundaries have less meaning for them.
 This cultural analysis should help us understand an individual’s actions in the
context of the type of culture to which he or she belongs.
 For example: the reason for a person being late to a meeting may not be
laziness or lack of respect, but rather his or her having a polychronic cultural
background and a more flexible attitude towards timings.

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