This document discusses the key aspects of communication including communication basics, the importance of communication, manager's roles, communication networks, the grapevine, barriers to communication, and strategies to overcome barriers. It defines communication and describes the communication process. It outlines internal and external communication methods, factors in choosing communication means, and organizational communication channels including vertical, horizontal, and informal channels. It also discusses the grapevine, barriers to communication, and tips for successful communication.

1. Nature and Scope of
Communication

2. • Communication basics
• Importance of communication
• Manager’s roles
• Communication Networks
• Grapevine
• Barriers
• Strategies

3. Communication is the process of exchanging
information, usually through a common system of
symbols.
Origin- Latin “communicare”
(to make common)

4. The Mehrabian Model

5. Communication Basics Process

6. Communication Process Model

7. Purposes of Business Communication

8. Communication Basics Functions
Information : Decision making , Problem solving
Control : Power to influence, Express opinions / grievances
Motivation: Foster spirit of motivation, Feedback, Reinforcement
Emotional Expression: Expressing satisfaction, dissatisfaction

9. Benefits of Effective Communication

10. Manager’s Roles

11. Methods of Communication
• Internal Communication
• External Communication

12. Internal Communication
• ORAL
– Telephone
– Intercom
– Meeting/Conference
– Presentation
– Face-to-Face
Discussion
– Messages
• WRITTEN
– Memo
– Report
– Graphs/Charts
– E-Mail/Fax
– Notice
– Form/questionnaire
– Newsletter
– Minutes

13. External Communication
• ORAL
– Meeting
– Conference/Seminar
– Conversation
– Telephone
– Presentation
• WRITTEN
– Brochure
– Invitation
– Press Release
– Advertisement
– Report
– E-Mail/Fax
– Letter

14. Factors involved in choosing the
Means of Communication
• Cost
• Confidentiality
• Safety and Security
• Influence
• Urgency
• Distance
• Resources
• Written Record
• Recipient

15. Communication Flow and Channels

16. Organisational Communication Channels
16
Communication channels:
• Vertical communication
• Horizontal communication
• Informal communication

17. Communication Flowing Through
Formal Channels
Downward
Management directives
Job plans, policies
Company goals
Mission statements
Horizontal
Task coordination
Information sharing
Problem solving
Conflict resolution
Upward
Employee feedback
Progress reports
Reports of customer
interaction, feedback
Suggestions for
improvement
Anonymous hotline

18. Organisational Communication Channels
18
Vertical communication:
Message exchange between two or
more levels of the organisational
hierarchy.

19. Organisational Communication Channels
19
Vertical communication:
• Downward communication
Can be distorted by:
– faulty message due to sender error (poor communication
skills, difficulties encoding a message clearly, carelessness)
– Managers overuse downward communication (one-way
communication) have little possible immediate receiver
feedback
– Deliberately or accidentally filter communications by
withholding, screening or manipulating information
• Upward communication
Can be distorted by ‘only’ favourable messages going up
Managers don’t encourage upward flow

20. Organisational Communication Channels
20
Horizontal communication:
Lateral or diagonal message exchange within work-unit
boundaries, involving peers reporting to the
same supervisor, or across work-unit boundaries,
involving individuals who report to different
supervisors.
Impeding factors:
• Rivalry
• Indifference to work of others
• Low motivation due to discouragement of horizontal
communication

21. Forms of Communication Flowing
Through Formal Channels
Written
Executive memos, letters
Annual report
Company newsletter
Bulletin board postings
Orientation manual
Electronic
E-mail
Voicemail
Instant Messaging
Intranet
Videoconferencing
Oral
Telephone
Face-to-face conversation
Company meetings
Team meetings

22. Organisational Communication Channels
Informal communication (grapevine):
Communication which takes place without
regard to hierarchical or task requirements
Problems:
• Can carry gossip/distorted information
Benefits:
• Valuable tool for continuation/propagation of culture
22

23. Informal Communication
information shared without any formally imposed
obligations or restrictions
if an organization’s formal communication
represents its skeleton, its informal communication
constitutes its central nervous system
(Behavior in Organizations, p. 307)
eng. “grapevine“
– An organization’s informal channels of
communication, based mainly on friendship or
acquaintance
– origin: American Civil War [grapevine telegraphs]

24. Grapevine
Informal communication
Benefits : Less expensive, quick, outlet for anxieties / frustrations
Limitations: Multi-directional, fast spreading,
unreliable, misunderstanding
Tips : Identify and verify, don’t ignore, don’t
threaten

25. Grapevine
1. a secret means of spreading or
receiving information
2. the informal transmission of
(unofficial) information, gossip
or rumor from person-to-person ->
"to hear about s.th. through the
grapevine"
3. a rumor: unfounded report; hearsay

26. Grapevine Characteristics
• oral  mostly undocumented
• open to change
• fast (hours instead of days)
• crossing organizational boundaries

27. Grapevine Characteristics
• inaccuracy:
– levelling
deletion of crucial details
– sharpening
exaggeration of the most dramatic details
while the grapevine generally carries the
truth it seldom carries the whole truth

28. Factors Influencing Grapevine
According to Gordon Allport:
• importance of the subject for both listener and
speaker
• ambiguousness of the facts
• Formula:
R = i x a
“R“: intensity of the rumor
“i“: importance of the rumor to the persons
“a“: ambiguity of the facts associated with the rumor

29. Employees rely on the grapevine when:
• they feel threatened,
• insecure,
• under stress
• when there is pending change
• when communication from management is
limited

30. Positive Aspects of the
Grapevine
• social function
• reduction of anxiety
• release mechanism for stress
• identification of pending problems
• early warning system for organizational change
• vehicle for creating a common organizational
culture
• desired information can be circulated quickly to a
large group of subordinates (inofficially!)

31. Coping or Managing the
Grapevine
the grapevine cannot be abolished, rubbed
out, hidden under a basket, chopped down,
tied up, or stopped (Managing the Grapevine, p.222)
don‘t try to control or restrict it
use it to supplement formal channels

32. Preventing Rumors
• provide information through the formal
system of communication on the issues
important to the employees
• supply employees with a steady flow of
clear, accurate and timely information
• present full facts
• keep formal communication lines open
and the process as short as possible

33. COMMON BARRIERS TO COMMUNICATION
1. SEMANTICS
 Definition of words
 Choice of words

34. COMMON BARRIERS TO COMMUNICATION
2. POOR CHOICE, USE OF CHANNELS
 When to use certain channel
Oral alone:
• Simple reprimand
• Settle simple dispute
Written alone:
• Don’t need immediate feedback
• Need record

35. COMMON BARRIERS TO COMMUNICATION
2. USE OF CHANNELS
Both channels:
• Commendation
• Serious reprimand
• Important policy change
Nonverbal
• Be aware of it.

36. COMMON BARRIERS TO COMMUNICATION
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS

37. COMMON BARRIERS TO COMMUNICATION
7. PERCEPTIONS
Stereotypes
Halo effects
Selective perception
• See and hear what we expect
• Ignore if conflicts with “what we know.”
Projection

38. COMMON BARRIERS TO COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
10.ABSENCE OF FEEDBACK,
POOR FEEDBACK

39. COMMON BARRIERS TO COMMUNICATION
11. INFORMATION, DATA
OVERLOAD
12. POOR LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND

40. More Barriers to communication
• Non-verbal signals
• Language
• Listening
• Pre-judgment
• Relationships
• Emotional Responses
• System

41. TO OVERCOME BARRIERS:
Learn to use feedback well.
Be sensitive to receiver’s point of view.
Listen to UNDERSTAND!
Use direct, simple language, or at least use
language appropriate to the receiver.
Use proper channel(s). Learn to use channels
well.
Learn to use supportive communication, not
defensive communication.

42. External Factors Influencing Business
Communication
LEGAL & ETHICAL
• International Laws
• Domestic Laws
• Code of Ethics
• Stakeholder Interests
• Ethical Frameworks
• Personal Values
DIVERSITY
• Cultural Differences
• Language Barriers
• Gender Issues
• Education Levels
• Age Factors
• Nonverbal Differences
TEAM ENVIRONMENT
• Trust
• Team Roles
• Shared Goals and Expectations
• Synergy
• Group Reward
• Distributed Leadership
TECHNOLOGY
• Accuracy and Security Issues
• Telecommunications
• Software Applications
• “High-touch” Issues
• Telecommuting
• Databases

43. Tips for successful
Communication
 Read
Listen Intelligently
Think and plan
Use appropriate language
Be open-minded
Select appropriate media
Timing
Obtain feedback
Aim high

44. Effectiveness in Managerial Communication
Communication style (Directive, Supportive, Participative)
Audience
Good listening
Cultural differences
Ethics
Communication technology
Effective flow

45. Thank You !