communication skills

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mba sem 1

mba sem 1

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  • 1. MODULE-1 MANAGERIAL COMMUNICATION
  • 2. CONCEPT OF COMMUNICATION Encoding: The process by which an idea is transformed so that it can be transmitted to, and recognized by, a receiver (e.g., a written or spoken message). Channels of Communication: The pathways over which messages are transmitted (e.g., telephone lines, mail). Decoding: The process by which a receiver of messages transforms them back into the sender’s ideas. Feedback: Knowledge about the impact of messages on receivers. Noise: Factors capable of distorting the clarity of messages at any point during the communication process.
  • 3. DEFINITION OF COMMUNICATION What is communication? the process of sending and receiving messeges The process by which a person, group, or organization (the sender) transmits some type of information (the message) to another person, group, or organization (the receiver).
  • 4. Characteristics of successfulcommunication Seven Cs – Candidness (frank, open) – Clarity – Completeness – Conciseness – Concreteness – Correctness – Courtesy
  • 5. OBJECTIVES To direct action To achieve coordinated action To share information To develop friendships To build trust and acceptance
  • 6. Communication Process Model Communication process model breaks down communication into parts Message Encodes Decodes Sender/ Receive Receiver r/ Sender Decodes Feedback Encodes
  • 7. Communication Process Sender: originates a communication message Receiver: destination of the communication Encoding: sender changes thoughts into symbols Decoding: receiver assigns meaning to symbols
  • 8. Communication Process Model Message: idea, thought, feeling or opinion to be communicated (clear or unclear) Channel: medium through which the message travels from sender to receiver Feedback: receiver’s response to the message/indicates the message is seen, heard and understood
  • 9. Communication Process Model1. Sender (Encoder) Initiates the communication If both good and bad news will be given, the good news should be given first If both a simple and a complex message will be given, the simple one should be given first
  • 10. Communication Process Model2. Message Verbal (part of the message that is heard) and nonverbal (body language and the surrounding environment)
  • 11. Communication Process Model3. Channel Means used to convey the message
  • 12. Communication Processa. Immediate feedback Oral communicationb. Other party may not understand verbal channelsc. Other party may be reluctant verbal channels
  • 13. Communication Processd. Need to document the communicationwritten channelse. Message should have detailed accuracy written channelsf. Message must be delivered to many people written channels
  • 14. Communication ProcessTypes of channels within an organisationa. Downward Channels: passing information from superior to subordinate to;• give job instructions• bring about understanding of the job• provide information about procedures• provide feedback about performances of subordinates
  • 15. Communication Processb. Upward Channels: provides subordinates to convey information to their superiors to;• gain feedback and learn about problems that affect efficiency,• evaluate employee attitudes and perceptions
  • 16. Communication Processc. Lateral Channels: conveying information between individuals and units on the same hierarchical level for;• the coordination of tasks• sharing of information,• problem solving• conflict resolution This type of communication is persuasive and suggestive rather than directive or authoritative
  • 17. Communication Processd. Informal Channels: message grapevine A BSingle-strand: Each message messageperson recieves information Cfrom one person andpasses it on to one more AGossip: one individual passesthe news to all others B C D
  • 18. Communication Process / Channeld. Informal Channels: Probability: Information is passed on randomly Cluster: Channel members selectively choose their informal communication links
  • 19. Cont… Not cooperating confidently. Not staying mentally on track. Not listening to what you don’t want to hear. Not remaining patient and calm while driving in crowded talk traffic.
  • 20. Barriers to CommunicationLoss by transmission NoisePoor retention Lack of planningPoor listening Unclarified assumptionGoal conflicts Semantic problemsOffensive style CulturalTime and distance Socio-psychologicaLAbstracting FilteringSlanting Perceptioninferring Information overloaded
  • 21. COMMUNICATION BARRIERS Internal Noise – Occurs inside the sender and receiver – Beliefs and values – Faulty assumptions can lead to emotion – Trigger or hot button words can evoke emotion – Defensiveness
  • 22. COMMUNICATION BARRIERS External Noise – Occurs outside the sender and receiver – Can be easier to control than internal noise – Includes technology Semantic Noise – Occurs when the receiver doesn’t understand a word or gesture – Can happen with different cultures – Technicians using jargon with laypeople
  • 23. Barriers to Communication / Problemscaused by the sender Not much information Too much knowledge Indecission regarding how to present the information The order of the presentation Lack of familiarity with the audience Emotional conflict Lack of experience in speaking or writing
  • 24. Barriers to Communication / Problems intransmission Illegible material as a result of poor typing, poor photocopying, poor handwriting Poor acustics Use of too many transmission links Transmission of conflicting messages
  • 25. Barriers to Communication / Problems inreception The surrounding environment Receiver’s physical condition Receiver’s failure to pay attention to the message – Simultaneous receipt of two or more messages – Receiver is bored
  • 26. Barriers to Communication / Problems inreceiver comprehension Receiver may not understand some of the words used Personal interests Emotional responses
  • 27. OVERCOMING COMMUNİCATİONBARRİERS Maintaining similiarity Emphasize Description Empathy Be patient Establish rules Respects Ask Questios
  • 28. Cont…. Written word Time Humor Always check Be positive Self respect Working hypothesis
  • 29. ROLE OF VERBAL SYMBOLS INCOMMUNICATION Symbols Define Symbols Evaluate Symbols Organise perceptions Symbols allow self-reflection
  • 30. ROLE OF NON-VERBAL SYMBOLSIN COMMUNICATION Express Emotions Express interpersonal attitude Accompany Speech Self-presentation of one’s personality Rituals(Greetings)
  • 31. NON VERBEL COMMUNICATION NON VERBAL Basically it is sending and receiving messages in a variety of ways without the use of verbal codes (words). It is both intentional and unintentional.
  • 32. NON-VERBAL COMMUNICATION Components Examples Meanings Communicated Image Clothing, hygiene Values, competence Facial Expressions Frown, smile, sneer Unexpressed feelings Eye Movements Looking away, staring Intentions, state of mind Posture Leaning in, slumped Attitude Gestures Handshake, wave Intentions, feelings
  • 33. VERBAL COMMUNICATIONIt can be devided in to two parts ORAL COMMUNICATION WRITTEN COMMUNICATION
  • 34. ORAL COMMUNICATION Meetings Conference calls Phone calls Presentations Video or audio recordings Other forms of oral communication
  • 35. WRITTEN COMMUNICATION Letters Memos Email Reports/White Papers Web sites Promotional Materials Other written documents