WELCOME YOUNG MANAGERS

Success for YOU in the new global and diverse workplace requires excellent communication skills!
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DEFINITIONS OF TERMS

Communication
Communication originates from the Latin word communicare means to share.
We share/ exchange information, message, news, ideas, feelings, Jokes etc. Communication helps to establish/set up, sustain, continue, make up/repair, develop a good relationship by shared feelings and understanding

Why Communication
Skills employers expect from College Graduates In a survey ( conducted by the University of Pittsburghs Katz Business School) of companies .. communication skills were cited as the single most important decisive factor in choosing managers. The survey, points out that communication skills, including written and oral presentations, as well as an ability to work with others, are the main factors contributing to job success.
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WHY Communication ? To help you sleep better!!!

National Association of Colleges and Employers surveyed 480 companies and public organizations. Findings:-. Among personal qualities possessed by college graduates the ability to communicate effectively was ranked first by employers. Effective communication is ESSENTIAL for being successful in life. The biggest source of interpersonal problems is poor communications.
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WHAT you will be learning

writing

Reading

Public Speaking Non-verbal communication

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What..WhyHow

How we are going learn

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Interaction Written Exercises Oral Exercises Varied Exercises Target different skills and hence varied needs of the participants Keep interest levels high Ensure that the participants enjoy the session

What..WhyHow you have to do!!!!

Listen Participate In class (Dont worry about mistakes)speak out Participate in activities( have fun ) Use a dictionary Open your bank account(vocabulary) Maintain a notebook exclusively for Managerial 7 communication

Communication and Language

The foundation for communication.is Language a system comprised of relatively arbitrary symbols and grammatical symbols that can be modified or enhanced by members of the community English at workplace: Rapid growth in the demand for English in the workplace Eg: Over an 18 month period the number of respondents who said English was critical for their jobs rose from 50% to 80%. Only 9% said that their English was sufficient to do their job. Explosion in general demand for English. Eg: In China, estimated 6,00, 000 new enrolments in private conversation schools every four to six months( what happens to 8 BPO in India)

English at workplace Some research

The hidden cost of poor English In some multinational firms, senior managers spend up to 15 hours a week redrafting junior colleagues written English.

English in an era of globalization

English is the dominant medium of communication around the world. The language of business, technology, science, the Internet, popular entertainment and sports. In academia over 50% of all research is published in English. (In some science fields virtually all studies are published in English.) In all countries surveyed, English has become compulsory at the elementary level.

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MANAGERIAL COMMUNICATION Module 1 Topics and activities

1. 2. 3. 4. 5. 6. 7. Importance of communication Forms of communication Communication network of the organization Process of communication Different stages of communication Difference between oral and written communication .English Language where and why we go wrong

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Learning Objectives
a) b) c) d) e) f) g) To help students build confidence- shed inhibitions Improve vocabulary Improve communication skills Understand the importance of communication Understand the communication process Get a good idea of the various skills related to communication Develop Effective oral and written communication skills

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Learning Objectives
Describe the basic process of communication. Identify key barriers to effective communication. Help you develop employability skills and market yourself to employers Help / tips to be successful managers with effective communication skills

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Our challenge
To create a classroom environment where Communication issues and English usage problems are recognized and managed openly -in a way that promotes learning

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Reading and Reference

Editorials TOI and ET ( every day) Business Communication Mary Ellen Guffey (Thomson) Effective Technical Communication M.Azraf Rizvi ( Tata McGraw-Hill) Foundations of Business Communication Dona J Young ( Tata McGraw-Hill) Business Communication Theory and application Lesikar.Pittit ( AITBS Publishers) Business Communication,cases and Applications-PD Chaturvedi & Mukesh Chaturvedi pearson Education (2004)
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What is Communication:
a process in which two entities enter into an exchange of information to transmit thoughts, messages, or ideas Scheetz

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What is communication
The process of transmitting information from one person to another. What is effective communication?
The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended.
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What is Communication
Communication is ...... Common and universal activity for all human beings Basic precondition for all social activity the expression of information or thoughts through speech, writing, or gestures transfer of meaningful information from one person to another Communication is the process in which two or more parties exchange information and share meaning.

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Communication skills are essential for

Job placement Job performance Career advancement Success in the new world of work Success in life
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Types of Communication
Oral speeches, meetings, phone calls Non-verbal touch, facial expression, tone of voice,silence Written memos, reports, manuals, letters Electronic e-mail, voice mail, fax, sms

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Role of communication in Business Organizations Frequency of Skill Use in Organizations

Communication Teamwork Personal (self)Management Critical Thinking Leadership Creativity Technical/Scientific Social Responsibility (Scale of 1-5 ( 5= high)

4.91 4.73 4.51 4.47 4.46 3.95 3.91 3.89

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Role of communication in Business Organizations

Communication is basic requirement FOR.

Understanding each other Proper co-ordination of activities

Correct output
Getting the job done effectively Achieving Organisational goals / Individual goals (Activity Paper)
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Importance of communication in Business

Vast majority of problems in business are caused by ineffective communication in one form or another. Businesses organizations are essentially human focused hence role of good communications is extremely important. The greatest threat to many projects is a failure to communicate. Strong verbal skills are a key factor in career advancement in all professions.

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Role of communication in Business Organizations

Importance of communication
A persons competence and a persons effectiveness are based on her/his ability to communicate effectively Competence isnt the problem How you communicate is . Effective communication happens when there is a high correspondence between the senders intentions and the receivers interpretation of the message Todays communications set the tone for tomorrows relationships. As organizations become more global, they realize they must invest in ways to improve communication with people from different countries and cultures.
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Communication and managers

Everything a manager does involves communication. Planning-organizingControlling-Directing-

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Role of Communication in business

In business, communication can be: between individuals between individuals and organisations within a business between a business and an external organisation

Cs of communication CORRECTNESS CLARITY CONCISENESS COURTESY

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Communication Medium
Channel-The medium through which a message travels
Person, letter, telephone,body language, video conferencing, Newspaper, TV, light ,sound signals

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Communication Medium
Choice of Medium is affected by: Need for record Direction of the information flow Number of people to be reached Confidentiality Nature of the information length, complexity, speed of transfer Cost of the medium

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Communication medium
Whatever the medium of communication- it can fail if : Jargon is used inappropriately Badly written messages are transmitted The message goes to the wrong receiver Information overload takes place-The communication channel breaks WHOM? Who the communication is aimed at is an important factor. The nature of the medium and the content may depend on who it is aimed at. Necessity of being sensitive to the receiver Should communication be formal or informal?
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Role and importance of communication in business organizations As Marketing Requested It

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Role and importance of communication in business organizations As Sales Ordered It

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Role and importance of communication in business organizations

As Engineering Designed It

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Role and importance of communication in business organizations

As Production Manufactured It

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Role and importance of communication in business organizations

As Maintenance Installed It

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Role and importance of communication in business organizations

What the Customer Wanted

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Role of communication in Business Need

Pay offs

Effective communications help individuals to understand and pursue organizational objectives. Organizational communications cover every management function.
Organizational culture depends on communications. Communications improve both organizational and individual performance.

A more professional image

Improved self-confidence

Improved relationships
Less stress Greater acceptance of

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Common forms of communication

Written Word

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Forms of Communication
Communication requires that all parties understand a common language that is exchanged. Verbal/ Auditory means : speaking, singing, honking,whistling,writing etc Nonverbal : physical means, such as body language ,sign language,, touch,
eye contact, or the use of writing. Paralanguage: Communication by means other than language Facial

expressions,Tones of voice,Gestures Eye contact,Spatial arrangements,Patterns of touch Expressive movements,Silence

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Modes of Communication NON VERBAL MODE LANGUAGE USED TO CONVEY MEANING

Body language ( Kinesics)

body, facial, hand, and arm movements that are used to communicate.

Kinesics is the interpretation of body language such as

facial expressions and gestures or, more formally, non-verbal behaviour related to movement, either of any part of the body or the body as a whole.

Dress Speech intonation(pitch,accent etc) Gestures Facial expressions Advantages Effectiveness of communication increases with congruence to oral presentation Can emphasize meaning Disadvantages
Meanings of nonverbal communication not universal
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The Many Forms Of Communication

Forms of communication that have been used by our ancestors and by us Signs, paintings, carvings on rocks, language, writing,print,telephone,television,advertising,,sms, email, blogs.

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Assignment Read and Understand

IMPORTANTNEXT CLASS Verbal and non verbal Read Business Communication Theory and Application Lesikar. Pettit page 5 to 12

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Written and oral communication

ORAL Conversation Speeches Telephone calls Videoconferences Advantages ? Disadvantages ? Written Letters Memos Reports E-mail Fax Advantages? Disadvantages ?

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written

Difference between and oral communication

Receiver is unable to see you. Have to be specific Extreme care has to be taken in choosing the words. Spellings, grammar and punctuations are very important Short and correct Cannot get feedback immediately. Reader sees/understands

Receiver is observing you. Extreme care while choosing the words Body language has to be appropriate. Tone, pause,pitch,pronunciation are very important.

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Methods of Communications in Organizations

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Three Purposes of Organizational Communication

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Activity-Communication and Management

We will analyze ourselves as adult learners and learn to manage our communication together We will analyze others and discuss real-life examples of communication challenges in our classes and propose possible management plans We will identify some communication management improvements we would like to make in our future teaching and set learning goals

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Directions of Communication
Lateral communication

Supervisor
Upward communication Information, Questions, Suggestions, Problems, Requests for clarification

Supervisor

Downward communication Goals, Objectives, directions, Decisions, Feedback

Subordinate

Subordinate

Lateral communication Information, (formal or informal) for joint problem solving

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Forms of Communication Flowing Through Formal Channels

Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual

Oral Telephone Face-to-face conversation Company meetings Team meetings

Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing

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Patterns of organizational Communication

Formal Channels
Authorized, planned, and regulated by the organization Reflect in the organizations formal structure

Informal Channels
Develop through interpersonal activities of organization members Not specified by the organization

Define who has responsibility for information dissemination

Indicate the proper recipients of work-related information May be modified by the organization Minor to severe consequences for ignoring them

May be short-lived or long-lasting

Are more often lateral than vertical

Information flow can be very fast

Used for both work-related and nonwork information
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Networks

Connections by which information flow. Formal Networks. Task-related communications that follow the authority chain The Grapevine Informal Networks. Communications that flow along social and relational lines

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Communication Terms
Encoding Converting a message to symbolic form. Decoding Interpreting a senders message. Message What is communicated. Channel The medium through which a message travels.

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Communication
Process:
Finance Dept
Change in payment systems

E-mail

Sender or Instigator

Channel

Medium Feedback

Receiver

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GRAPEVINE

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Grapevine
The grapevine is an informal communication network within an organization. Research reflects that about 75 % of the communication in the grapevine is accurate. Management by wandering around? An approach to communication that involves the manager literally wandering around and having spontaneous54 conversations with others

 Grapevine has three main characteristics: Not controlled by management. Most employees perceive it as being more believable and reliable than formal communiqus issued by top management. Largely used to serve the self-interests of those people within it.

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Grapevine
The Grapevine The unofficial and informal communication system in an organization Managerial Attitudes Toward the Grapevine Managers have predominately negative feelings about the grapevine. The grapevine is more prevalent at lower-levels of the managerial hierarchy. The grapevine appears to be more influential in larger organizations.( Game)

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Common Grapevine Chains found in Organizations

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Communication network of the organization

Communication occurs in three directions in organizations Upward communications Downward communications Lateral communications

Communication-Directions

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The Impact of the Number of People on Communications Channels

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Communication network of the organization

Communication takes place within networks. These are some of the types of network: people above and below but with no one else. Circle Network:Each member communicates with the people on both sides but with no one else.

Chain Network: Each member communicates with the

Wheel Network: Information flows between the person

at the end of each spoke and the person in the middle.

All-Channel Network: All members communicate

with all other members.
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10.4 Group ications orks

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Small Group Communication Networks

. Gatekeeper Has a strategic position in the network that allows him or her to control information moving in either direction through a channel. Liaison Serves as a bridge between groups, tying groups together and facilitating the communication flow needed to integrate group activities.

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Communication in Organizations
A chain network e.g formal contact

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Communication in Organizations
A circle network e.g. between people at the same level

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Communication in Organizations
A wheel network e.g. sales teams report to head office

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Communication in Organizations
An all-channel network e.g. brainstorming

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Activity ORAL

1. Identify a communication problem you have experienced with family / friend 2. Identify your contribution to the problem

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Elements of Communication
Source - person who creates a message encoding - physical process of delivering a message Receiver - recipient of the sources message decoding - the process of interpreting the speakers message Message - content of the communication process; thoughts and ideas

Channel - the medium through which the speaker sends a message noise - the interference that serves as a barrier to communication*
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The Communication Process

Involves two or more parties One or more is the sender with intentions to convey The intentions of the sender are expressed in a message The message is communicated by the sender in terms of signals along some medium One or more of the other parties is a receiver. Receivers have the ability to interpret the signals.
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The Basic Communication Process

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Communication: the process of transferring information, meaning, and understanding from sender to receiver

John

Mary

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The Communication Process Basic Model

5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message

6. Possible additional feedback to receiver

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Communication process Different stages

Source encoding channel- -decoding receiver feedback Source The sender has an idea The individual, group, or organization interested in communicating something to another party. Source (The sender ) must determine exactly what message he or she wants the receiver to understand Send the receiver enough information to understand the message but not enough to create overload Trust the receiver to use the information properly.

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Forms of Communication

1. 2. 3. 4. 5. 6. 7.

Communication is usually described along a few major dimensions: Content (what type of things are communicated) Source (by whom) Form (in which , method used for communication) Channel (through which medium) Destination/Receiver (to whom) Purpose/ pragmatic aspect (with what kind of results)

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Communication: the process of transferring information, meaning, and understanding from sender to receiver Encoding The process by which the message is translated from an idea or thought into transmittable symbols. Translating internal thought patterns into a language or code, the intended receiver of the message is likely understand and/or pay attention to. Choice of words, gestures, or other symbols for encoding depends on the nature of the message.(sh) Technical or non-technical Emotional or factual (anger)
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Communication process
Transmission-Medium Visual or auditory-The process through which the symbols that carry the message are sent to the receiver. Decoding The process by which the receiver of the message interprets its meaning. Successful decoding depends on the receiver having a willingness to receive the message. knowledge of the language and terminology used in the message. an understanding of the senders purpose and 76 background situation.

Communication process
Receiver The receiver of the message may be an individual, a group, an organization, or an individual acting as the representative of a group. The key for proper message reception is good listening. Feedback The receivers response to the message. Verification is the feedback portion of communication in which the receiver sends a message to the source indicating receipt of the message and the degree to which he or she understood the message.
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The Communication Process Expanded Model

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The Process of Communication

How may the sender encode a message?

Verbally or nonverbally. By speaking, writing, gesturing.

Letters, e-mail, memos, TV, cell phone, voice, body. Others?

What kinds of channels carry messages?

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How does a receiver decode a message? When is communication successful?

Hearing, reading, observing. When a message is understood as the sender intended it to be.

How can a Ask questions, watch communicator responses, dont provide for feedback? dominate the exchange.
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Communication problems in organization

Root of the problem

A. Source
B. Encoding and decoding C. Receiver

Type of problem
A. Filtering
B. Semantics,jargons medium problems,lack of common
experience

D. Organizational factors

C. Selective attention,value judgments, lack of source credibility,overload

D. Noise,status difference,Time

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Words mean different things to different people. The initiation of a message provides no assurance it has been received. Communications often become distorted as they are transmitted.

Sender
Encodes message chooses a medium (channel) Sends the message

Receiver Noise: Can interfere at any point

Receives message Decodes message May send feedback for clarification

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Communication problems in organizations

Encoding and Decoding:-The source and receiver must share a common experience with the symbols that express the message if they are to encode and decode them in exactly the same way. Semantics: -Is the study of language forms. Semantic problems occur when different meanings are attributed to the same word. Jargon:-Is the specialized or technical language of a trade, field, profession, or social group. The use of jargon is acceptable if the receiver is familiar with it.
Reduce Noise:- Any disturbance- A common form of noise is the grapevine the informal communication system that 83

Improving the Communication Process Foster Informal Communication Creates mutual trust; minimizes status differences. Contributes to understanding between diverse groups. Allows information to be communicated when needed. Develop a Balanced Information System

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Modes of Communication--VERBAL MODE LANGUAGE USED TO CONVEY MEANING

Difference between oral and written communication

ORAL Conversation Speeches Telephone calls Videoconferences Advantages ? Disadvantages ?

Written Letters Memos Reports E-mail Fax Advantages? Disadvantages ?

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Oral communication
You are observed. Your body language Pauses Intonation (rise and fall of voice) Pronunciation Slang (informal words/phrase used by groups) Semantics

written
Receiver only reads One way-no scope for immediate feedback Be specific Accuracy Simple language Grammar Spellings Punctuations
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Communications Did you know?

People remember:

10 percent of what they read

20 percent of what they hear 30 percent of what they see

50 percent of what they see and hear

80 percent of what they say 90 percent of what they say and do

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Discuss
1. Ineffective communication is the fault of the sender. Do you agree or disagree? Discuss. 2. What can you do to ensure your message is received and understood as you intended? 3. How can managers use the grapevine for their benefit?

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Good communication In organizations

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Poor communication in an organization Results Lok Sabha???

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Improving your skills

Learn to speak by speaking Learn to write by writing Learn to use by using Learn to do by doing Learn to communicate by communicating

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The Ten Commandments of Good Communication

1. 2. 3. 4. 5.

Seek to clarify your ideas before communicating Examine the true purpose of each communication Consider the total physical and human setting Consult with others in planning communications Be mindful of the overtones as well as the basic content of your message . 6. Take the opportunity to convey something of help or value to the receiver-Follow-up your communication 7. Communicate for tomorrow as well as today 8. Be sure your actions support your communications 9. Seek not only to be understood but to understand 10. Be a good listener

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