FUNDAMENTALS OF

MANAGEMENT
communication
WHAT IS COMMUNICATION ??

 A process in which one person or group

evokes (produces) a shared or comman
meaning to another person or group.

 People attempt to shared meaning via the

transmission of symbolic messages
(Stoner and Gilbert)

Theexchange
The exchangeofofmessages
messagesbetween
betweenpeople
peoplefor
for
thepurpose
the purposeofofachieving
achievingcomman
commanmeanings
meanings
(Bartoland
(Bartol andMartin)
Martin)


 Sendingand
Sending andrceiving
rceivingmessages,including
messages,including
ideals,emotions,andthoughts
ideals,emotions,and thoughts(Durbin
(Durbinand
and
ireland)
ireland)


Theact
The actofoftransmitting
transmittinginformation
information(Rue
(Rueand
and
Byars)
Byars)
 IMPORTANT POINTS IN
COMMUICATION
Communication involves
people
Communication involves
shared meaning
Communication involves
symbols
 THE COMMUNICATION PROCESS

1.Encoding
 Process that translates the sender’s information
into a systematic set of symbols or a language
expressing the sender’s purpose.
 Process of translating a messages into
understandable symbols or language.
 Process of putting a messages into
written,oral,or symbols form that can be
understood by the receiver.
2.Decoding
 The interpretation and translation of a message into
meaningful information.
 Process where the receiver interprets the message
and try to make sense of a message.
 Process where receiver translate the written,oral or
any symbolic form of a message into understood
message.

3.Noise
 Anything that interferes with the transmission of the
message.
 5 ELEMENTS OF THE
COMMUNICATION PROCESS

 Sender

- Is the source of the message who initiates the

communication by encoding his meaning and
sending the message through a channel. In an
organization, the sender is a person with
information or needs and a purpose for
communicating them to one or more people.
 The Channel and Message
- Channel is the formal medium of
communication between a sender and a receiver
such as paper for writing letters.
- Message is the physical form into which the
sender encodes the information. The message
may be in any form that can be understood by
the senses of the receiver.
 Receiver
-The receiver is the person whose senses
perceive the sender’s message by
decoding the information received.
  Feedback

It is the receiver’s response or reaction to the

sender’s message. Upon receiving a message,
the receiver will have to response by giving
some action. It indicates the receiver’s
understanding of the message. Feedback makes
senders aware of any miscommunications and
enables them to continue communicating until
the receiver understands the message.
 Noise
-It is any internal or external interference or
distraction from the intended message. It
is any disturbance that interferes or
become a barrier to the message reaching
the receiver.
TYPES OF MANAGERIAL COMMUNICATION

1.Oral or verbal communication

It consists of all forms of spoken information and it is the most preferred
type of communication by managers. Managers prefer face-to-face or
telephone communication rather than written communication because they
get immediate feedback.

2.Written COMMUNICATION
This includes letters, memos, policy manuals, reports, forms and other
documents used to share information in an organization. In organizations,
written communication is often used in important and official matters.
3.Non verbal communication:

 Kinesics
The movements of the body and face. It is the body motion, such as
gestures, facial expressions, eye contact, touching and any other
movement of the body provide signals of approval, disbelief or
trust.

 Physical characteristics
Such as body shape, physique, posture, height, weight and skin color,
which may transmit confidence or fear.
  Paralanguage
Such as voice quality, volume, speech rate, pitch and laughing that
may transmit approval, nervousness, confidence, enthusiasm or
excitement.

 Proxemics
Such as the way people use and perceive space, seating arrangements
and conversational distance that transmit approval or pleasure.
 ENVIRONMENT
Such as building and room design, furniture and interior
decorating, light, noise and cleanliness.

Time
Such as being late or early, keeping others waiting.

4. technological communication
It is a broad category of communication that is
continuously changing and rapidly influencing how,
when and where managers communicate.
 CHANNELS OF ORGANIZATION
COMMUNICATION
1.Formal
1.Formalorganization
organizationcommunication
communication
Aim:For effective communication and the achievement of
Aim:For effective communication and the achievement of
organization’s goals.
organization’s goals.

(a)Vertical
(a)Verticalcommunication:
communication:
The flow of information both up and down the chain of
The flow of information both up and down the chain of
command.
command.
~Downward communication
~Downward communication
Flows from individuals in higher levels of the organization
Flows from individuals in higher levels of the organization
to those in the lower levels, such as official memos,
to those in the lower levels, such as official memos,
policy statements, instructions, rules and work
policy statements, instructions, rules and work
schedules.
schedules.
~Upward communication

Information move from the lower levels to the higher levels

members in the organization. It consists of messages sent up
the line from the subordinates to the managers in the form of
personal reports, reactions to organizational practices and
policies and suggestions from the employees.

(b)Horizontal or lateral communication:

Flow of information that occurs both within and between departments

or between individuals on the same level. For example, a
marketing manager asking for more information regarding the
compnay’s financial standing from the finance manager.
2.Informal organizational communication
Single strand
Mr.A tells something to Mr.B,who tells it to Mr.C,and
so on down the line.As the information reaches the
person down the line the news become inaccurate.
Gossip
One person seeks out information and tells everyone
the information that he has obtained.The information
conveyed isusually intersting and not job-related.
Probability
The individuals are different about whom they offer
the information to.They tell people at random and
those people in turn tell others at random or may not
convey it to others.The information conceyed is mildly
interesting but not important.
Cluster
A person conveys the information to a few selected
individuals,some of whom then inform a few selected
others
 COMMUNICATION IS SUCCESSFUL
WHEN??

 There is shared understanding

 The receiver understands the thoughts and

feelings that the sender is sending
 THE COMMUNICATION PROCESS

 Thesender initiates the communication process

by sending information to the receiver ( the
person for whom the messages is intended) the
sender has a meaning he wishes to communicate
and encodes the meaning into symbols
(word,sounds)

 Thesender sends the message through a channel

(verbal medium –air or written medium-paper)
 The receiver decodes the message (reads and
interprets the meaning)
Receiver may provide feedback.when there is
feedback from the receiver,then there is two way
communication.

 Thecommunication process is often hampered

by noise or interference along the way,that
blocks perfect understanding.
 BARRIERS TO EFFECTIVE
COMMUNICATION
1.Cross cultural diversity~the greater the different between the
sender’s and receiver’s cultures,the greater the chance for
miscommunication.

2.Trust and credibility~lack of trust can cause the receiver to look for
hidden meanings in the sender’s messages.

3.Information overload~

(a)Failing to process or ignoring some of the information]

(b)Processing the information incorrectly

(c)Delaying the process of information until the information overload

abates
(d)Searching for people to help process some of the
information

(e)Lowering the quality of information processing

(f)Withdrawing from the information flow

4.Language characteristics.

5.Gender differences.

6.Other factor~time-pressure,one way communication,physical

distraction,individual perceptions,noise.
 OTHER BARRIERS TO EEFFECTIVE
COMMUNICATION
 Differing perception ~different background of
knowledge and experience often perceive the
same things differently.
 Language differences~cause different individual
perception.
 Noise~disturbs or interferes with communication.
 Emotional reactions~
anger,love,hate,jealousy,fear,embarrassment,can
influence how we understand others’mesegge and how
we influence others with our messeges.
 Inconsistent verbal and non verbal communication~ the messeges
that we send and receive are strongly influenced by non
verbal factors
 Distruct~a sender’s credibility is always in the mind of the
receiver that influence the receiver’s trust or distruct of
the message.
 OVERCOMING BARRIERS TO EFFECTIVE
COMMUNICATION
1.Overcoming differing perceptions
 Explained clearly
 Try to learn the receiver’s background
 Ask question if the subject is not clear

2.Overcoming differences in language

 The meaning of unfamiliar or technical terms must be explained in simple and
direct languages
 Sender asks the receiver to confirm or restate the main points of the message.

3.Overcoming noise
 Eliminate it.
4.Overcoming emotional reactions
 Understand the situation.
 Be a good listener

 Pay attention to what they say

5.Overcoming inconsistent verbal and non verbal

communication
Become aware and guard oneself against sending false messages
Analyze the non verbal communication of an individual to prevent
from getting the wrong signals

6.Overcoming trust
Creating trust can be developed through consistent performances
 ACHIVING COMMUNICATION
EFFECTIVENESS
 Seek to clarify your ideas before communication.
 Examine the true purpose of each communication.
 Consider the total physical and human setting whenever
you communicate.
 Consult with others,when appropriate,in planning
communications
 Be mindful while communicate of the overtones rather than merely
the basic content of you message
 Take opportunity,when it arises,to convey something of help or
value to the receiver.
 Follow up your communication
 Communicate for tomorrow as well as today
 Be sure your actions support your communications
 Seek to be understood and olso to understand-be a good listener.
 THE IMPORTANCE OF NONVERBAL
COMMUNICATION

 Thesharing of information without using

word to encode thoughts.

 Moreinfluence on the effect of the

messages.

 Usenonverbal message to complement the

verbal message whenever possible.
 Used to add content to verbal messages.

 Mustbe careful when communicating so that

verbal and nonverbal factors do not contradict
the message sent.

 Managers who are able to communicate well

using both verbal and nonverbal
communication are important to an
organization’s success.
~Thank you
for
listening~