MANAGERIAL

COMMUNICATION
CREDITS: 1.5

No. of Sessions: 10

Session Duration: 90 Minutes

OBJECTIVES AND SCOPE

Managers in the present day business world are not only highly skilled but also more articulate than any
other professional. Effective communication in organizations helps establish positive relationships among
different stakeholders, which in essence is the key to success of a business. This skills based course has
been designed keeping in view the following objectives:
•Explain managerial communication concepts and dimensions.
•Assist the participants in improving their communication skills:
•Receptive skills (listening and reading)
•Expressive skills (speaking and writing)
•Assist the participants in taking a problem solving approach to communication

PEDAGOGY
Role-Play, Lectures, Cases, Individual Exercises, Group Exercises, Presentations and Feedback

READINGS
•Book: Krizan, Merrier, Logan, Williams : Effective Business Communication,
Thomson-South Western (Indian Edition)

EVALUATION COMPONENTS
Assignment/Quiz 30%
Class participation 10%
Group Project 20%
End Term Exam 40%
• https://www.youtube.com/watch?v=JlnAFsMh44g
Defining Communication
• It refers to a natural activity of all humans which is to convey
opinion, feelings, information and ideas to others through words
body language and signs.
The Mehrabian Model
%
Facial expression Spoken words Paralinguistic

38%

55%

7%
Process of Communication
First Phase
Encodin Transmit Decodin
g ting g

Second Phase
Providing
feedback
 Message

Encoding Decoding

Idea Sender Receiver lllllllllll

Decoding of Feedback Encoding of Response

Feedback
Communication Network
1. Internal

Vertical
(Chinese whisper)
Horizontal
Diagonal
2. External

Advertising
Media Interaction
Presentations
Negotiations
Mails
Letters
Benefits of effective communication

Better Enhanced
quality of professional
documents image

Improved
customer
relationship
Increased
productivity

Increased Effective
awareness
Communication
among
employees
Stronger
Decision
Making
Lesser
Misunder-
standing Quicker
Problem
Healthier
Solving
Business
Relationship
Types of Communication

• Oral/Verbal Communication
• Non- verbal Communication
• Written Communication
7 C’s
C’s Relevance

Credibility Build trust

Courtesy Improves relationships

Clarity Makes comprehension easier

Correctness Builds confidence

Consistency Introduces stability

Concreteness Reinforces confidence

Conciseness Saves time

Barriers to Communication
1. SEMANTIC
Vocabulary
Jargons
Slangs
Ambiguous words
Wrong translation
2. SOCIO-PSYCHOLOGICAL
Perceptual Difference
Attitudinal Difference
Conflicting Signals

3. PERSONAL BARRIERS
Lack of Trust
Emotional Conflict
Poor Listening
Poor Retention
Premature Evaluation

4. PHYSICAL BARRIERS

5. ORGANISATIONAL BARRIERS
Mode of Persuasive Communication
• Logos- appeal to logic
• Pathos- the emotional appeal
• Ethos- the ethical appeal
Strategies for Improving Organisational
Communication

• Encourage open feedback

360-degree feedback
Suggestion System
• Use simple language
https://www.youtube.com/watch?v=-MlkASchodc
• Avoid overload
Rely on gatekeepers
Practicing queuing
• Walk the talk
• Be a good listener
Change the language to improve the following sentences to
ensure unbiased references to race, gender, culture, age ,
or disability.

• Jack is confined to a wheelchair. (Hint: Avoid emphasizing the limitation of the

disability.)

• A company owned by a 65-year- old white woman earned a million dollars last
year. (Hint: Avoid emphasizing age, race, and gender unless they are essential
to the main point of the message.)
• The exercise program was developed for handicapped people.(Hint: Avoid
emphasizing the disability.)

• A young Asian man was arrested for leaving the scene of an accident. (Hint:
Avoid mentioning nationality when it is not essential to the message.)

• This is obviously man’s work. (Hint: Avoid gender-biased language.)

• The student having difficulty with math should ask his instructor for help.
(Hint: Avoid language that is gender biased or implies a limitation for one sex.)

• Dear Sirs; Please accept my application for the position as human resource
Use your creativity to rewrite the following sentences . While
retaining the basic meaning of the original version, draw on
your own unique person-abilities to word the revised versions.

• Communication skills are essential for success in business.

• Using the internet enables communication with the world.
• Building teamwork doesn’t come easy; everyone has to give and take.
• Cell phones both remove us from people and link us to people.
• Music on the go is a new way to relax—or is it?
• Positive relationships take work, attention, and trust.
• When does higher education become hire education?
• Financial gains and losses on the stock market come from a willingness to take
risks.
• Learning a foreign language helps you understand your native language.
• Ability, motivation, expectations, and opportunity come together for successful
people.
COMMUNICATION CHALLENGES AT dish TV
• Assume that you have been recruited by the social media department at dish TV, and will
be working with ten other communication experts. Your task is to constantly monitor various
Facebook posts on the official page and other customer- created forums( on Facebook) that
discuss customer service of the company. You are supposed to keep an eye, respond to
complaints, queries, and at times initiate some conversations from your side too. Using the
insights you gained in this chapter, address these two communication challenges.
• Individual challenge: Search for a recent Facebook conversation regarding a complaint by
a dish TV customer and some executive from the department. Critically review the manner
in which the complaint was addressed. Do you think that the executive did what was
supposed to be done? Did the executive “Fall below, ’’ “Meet, ” or “Exceed” the
expectations? Choose one. Was the response reflective of the excellent levels of customer
satisfaction that the company boasts of? If you were the customer, would you be happy with
the resolution?
• Team challenge: Collect a team of individuals and critically analyse at least 15 different
Facebook posts picked up from the official Facebook page of dish TV. Examine them on the
basis of critical factors like grammar, language suitability, understandability, and ‘You’
attitude. Then, pick up a dish TV competitor and pick up an equal number of posts from its
official Facebook page. Examine it exactly in the same manner and compare the results.
How do they stand? Does dish TV fare better, or worse? Does dish TV engage with its
customers more, answer promptly, and resolve complaints quickly? Summarize the findings
with suitable examples.
Book Review
• When Breath Become Air
by Paul Kalanithi
• Into The Air
by Jhon Krakauer
• This is Water
by David Foster Wallace
• The Little Princess
by Antoine de Saint – Exupery
• Our Iceberg is Melting
by Jhon kotter
• Any Autobiography
Day 2
INTERPERSONAL COMMUNITION
• Interpersonal relationship can be seen through 3 perspectives

1. The Interpersonal need Perspective

Communication depends on 3 types of need
Inclusion
Control
Affection
2. The Transaction Perspective

• The interpersonal Reflex Model

Dominance

Hostility
Affection

Submission
• Transaction analysis – based on ego states and
transactions

• Ego states
Parent
Adult
Child
• Transactions
Complementary transaction
Parent Parent Parent Parent
Adult Adult Adult Adult

Child Child Child Child

 Crossed transaction
Parent Parent Parent Parent
Adult Adult Adult Adult

Child Child Child Child

Ulterior transaction
Parent Parent
Adult Adult
Child Child
• 3. The Communication Rules Perspective
Oral Communication
Success will depend not only what you say but also on how you say it
1. Enhancing your voice qualities
• Proper control on breathing
• Proper control on jaw, tongue and lips

2.Using your voice effectively

• Pitch
• Volume
• Speed
• Tone
• Emphasis
• Enunciation
• Pronunciation
3. Strengthening your presence
• Confidence
• Enthusiasm
• Sincerity
• Friendliness
• Eye contact
• Appearance
Listening Skill
The older I grow the more I listen to people who don’t
talk much.

1. Content Listening
2. Critical Listening
3. Empathic Listening
Essentials of good listening

Essentials Resultants
Positive attitude Acceptance
Concentration Receptivity
Question answer Concentration
sequence
Direct eye contact Direct contact
Conducive body attention
posture
Deterrents of listening process

Deterrents Behavioural patterns

Ego Will not listen
Involvement with self Wallow in self sympathy
Imperfect past, present Unable to listen
tense, and future which is
uncertain
Fear Closed mind
The familiarity trap Assure to self
Stress…..negative impact Prone to being hyper tense
Day 3
• https://www.youtube.com/watch?v=alMZceP3RF8
• https://www.youtube.com/watch?v=bbz2boNSeL0
Non Verbal Communication
Non verbal communication is a message without words.

• It is a communication
• It is transmission of message
• It refers to all external stimuli without words or writing
Types of Non Verbal communication
1. Kinesics- Interpretation of body language, it include all actions physical or
physiological automatic reflex.

Facial Expressions
Eyes
Upper face
Lower face
Posture
Head position
Legs
The angle of body in relation to others
Body relaxation and tension
Height
• Slumped posture – Low spirit
• Stiff posture – High spirit, energy and confidence
• Lean forward – Open and interested
• Lean away – Defensive and disinterested
• Crossed arms – Defensive
• Uncrossed arms – Willingness to listen

Gesture
Clear or vague gestures
Unnatural gestures
Beneficial gestures
Hand gesture
2. Oculesics – Study of role of eyes in non verbal communication.

3. Haptics – Communication through touch.

4. Proxemics – It include space, distance and territory.

5. Appearance and Artefacts

6. Paralanguage/Vocalics
Tone
Pitch
Voice inflection
Intensity
Articulation
Quality