MANAGERIAL COMMUNICATION

Definition of Communication - Communication is a process involving the

selection, production, and transmission of signs in such a way as to help a
receiver perceive a meaning similar to that in the mind of the communicator. Fotheringham, W.C. 1966
Definition of Managerial Communication - Managerial communication integrates
communication skills and knowledge of the entire system with the function of the
organization. - Level and Galle, 1988
Managerial communication is the process, normally initiated by managers, of
creating, exchanging and interpreting messages, to achieve organizational
objectives. - Yusof Hussain, 1992
Need for Managerial Communication:
1.
2.
3.
4.

To
To
To
To

communicate with superiors, subordinates and coworkers

relate to other managers of the organization and to build relationships
be able to influence or control the attitudes and behavior of others
be able to communicate effectively within and outside the organization

Importance of Managerial Communication: As managers spend 85-90% of their

time in communicating with different stakeholders, Managerial Communication is
important as it:

Forms the basis of Planning and Decision Making

Helps in smooth and efficient operations

Facilitates Coordination

Achieve Employee Motivation

Fosters Industrial Democracy and Transparency in Communication

Base to build good relations with peers and subordinates

Improves the Organizational Climate for both formal and informal

Communication

Dimensions of Managerial Communication:

Functions:
Internal
External

Form or Channel:
Oral
Written

Channel Selection is dependent on:

Message content
Need for immediate response

Audience size and distance

Audience reaction
Need to show empathy, friendliness, formality

Flow:
Formal: Down, up, horizontal,diagonal
Informal: Grapevine

Channels of Managerial Communication:

Channels

Vertical
Communicati
on

Horizontal
Communicati
on

Diagonal
Communicati
on

Upward

Upward

Downward

Downward

Vertical Channels of Communication

Vertical
communication
Between two or
more levels of the
organizational
hierarchy

Downward
communication

Upward
Communication

Flowing down the

hierarchy

Flowing up the
hierarchy

Can be distorted by
faulty message due to
sender error (poor
communication skills,
difficulties encoding a
message clearly,
carelessness)

Can be distorted
by only
favorable
messages going
up

Managers overuse
downward
communication (onewayDeliberately
communication
or )

Managers dont
encourage
upward flow

accidentally filter
communications by
withholding,
screening or
manipulating
information

Horizontal Channels of Communication:

Horizontal
Communication
Lateral or diagonal
message exchange
within work-unit
boundaries

Involves peers
reporting to the
same supervisor
Across work-unit
boundaries, involving
individuals reporting to
different supervisors

Impedin
g factors
Rivalry

Indifference to
work of others

Low motivation
due to
discouragement
of horizontal
communication

Effective communication
Process, Meaning and Characteristics of Communication
Introduction:
Communication has a profound impact on our daily lives and relationships. It
shapes the quality of our life. The very nature and quality of the results we
produce in our day to day interactions are based on our communication skills.
Communication is one of our key tools for achieving results, satisfying our needs
and fulfilling our ambitions. The way we communicate reflects our innermost
selves, our skills and our confidence. It highlights or hides our talents and
accomplishments. Our ability to communicate has a direct bearing on our
friendships, promotions, pay rises, responsibilities and career paths. It affects
directly the level of support and help we receive from others, and dictates our
ability to have our ideas accepted and implemented.
Process of communicationCommunication is a process of sending and receiving information among people.
There are different ways to communicate.
1. Context - Communication is affected by the context in which it takes place.
This context may be physical, social, chronological or cultural. Every
communication proceeds with context. The sender chooses the message to
communicate within a context.
2. Sender / Encoder - Sender / Encoder is a person who sends the message.
Sender may be an individual or a group or an organization and he makes use of
symbols (words or graphic or visual aids) to convey the message and produce
the required response. The views, background, approach, skills, competencies,
and knowledge of the sender have a great impact on the message. The verbal
and nonverbal symbols chosen are essential in ascertaining interpretation of the
message by the recipient in the same terms as intended by the sender.
3. Message - Message is a key idea that the sender wants to communicate. It is
a sign that elicits the response of recipient. Communication process begins with
deciding about the message to be conveyed. It must be ensured that the main
objective of the message is clear.
4. Medium - Medium is a means used to exchange / transmit the message. The
sender must choose an appropriate medium for transmitting the message else
the message might not be conveyed to the desired recipients. The choice of
appropriate medium of communication is essential for making the message
effective and correctly interpreted by the recipient. This choice of communication
medium varies depending upon the features of communication. For instance Written medium is chosen when a message has to be conveyed to a small group
of people, while an oral medium is chosen when spontaneous feedback is
required from the recipient as misunderstandings are cleared then and there.
5. Recipient / Decoder - Recipient / Decoder is a person for whom the message
is intended / aimed / targeted. The degree to which the decoder understands the
message is dependent upon various factors such as knowledge of recipient, their
responsiveness to the message, and the reliance of encoder on decoder.
6. Feedback - Feedback is the main component of communication process as it
permits the sender to analyze the efficacy of the message. It helps the sender in
confirming the correct interpretation of message by the decoder. Feedback may
be verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may
take written form also in form of memos, reports, etc.
Effective communication-

The sharing of meaningful information between two or more people with the goal
of the receiver understanding the sender's intended message. In business, the
effectiveness of a company's internal and external communication process is
often very important to its overall success.
We have already learnt the meaning of communication. Why is so important for
us to communicate and learn communication skills, especially in our banking
sectors? The answer is simple; we deal with people. It is very essential to learn
communication skills to stay attuned to our existing good relation with our
colleagues and customers. Communication is important for the following
reasons:
For proper understanding between the employees
For dealing with customers effectively
To lead, direct and motivate employees and thereby create a climate in which
everyone is willing to contribute.
To solve issues both with employees and customers
To utilize manpower and other resources in the most effective and efficient
manner.
Effective communication helps us better understand a person or situation and
enables us to resolve differences, build trust and respect, and create
environments where creative ideas, problem solving, affection, and caring can
flourish. As simple as communication seems, much of what we try to
communicate to othersand what others try to communicate to usgets
misunderstood, which can cause conflict and frustration in personal and
professional relationships.
What is effective communication?
Effective communication combines a set of skills including nonverbal
communication, attentive listening, the ability to manage stress in the moment,
and the capacity to recognize and understand your own emotions and those of
the person youre communicating with.
Effective communication is a learned skill. Of course, it takes time and effort to
develop these skills and become an effective communicator. The more effort and
practice you put in, the more instinctive and spontaneous your communication
skills will become.
Skills Required for Effective Communication
Effective communication is getting your respondent or customer to think,
understand and act the way you want him to do. In the process, you should
develop the skills so that you have the ability to deliver the message with 5Cs
and 1 E, which is discussed below.
i) Clear:
Your communication should be clear. Dont be vague in whatever you talk. Use
simple English that is understood by the receiver.
ii) Concise: The message that you want to deliver should be brief and to the
point. Dont beat round the bush whenever you want to say something
important. However, while being brief do not miss out important facts that need
to be communicated.
iii) Confident:
Whenever you communicate, be confident in whatever you are saying.
iv) Convincing:
While communicating, your message should convince the receiver. So, it is
essential that you are convinced about the message that you are delivering. Only
when you are convinced, can you convince the other person.
v) Enthusiastic:

For communication to be effective, enthusiasm is the key aspect that you should
never forget. Whenever you want to say something, be enthusiastic about the
message that you are delivering. Your enthusiasm should reflect in your voice
and action, only then the receiver would be attracted to whatever you want to
communicate.
Besides the above the following aspects can be kept in mind for effective
communication.
Effective communication skills #1: Listening
Listening is one of the most important aspects of effective communication.
Successful listening means not just understanding the words or the information
being communicated, but also understanding how the speaker feels about what
theyre communicating.
Effective listening can:
Make the speaker feel heard and understood which can help build a
stronger, deeper connection between you.
Create an environment where everyone feels safe to express ideas,
opinions, and feelings, or plan and problem solve in creative ways.
Save time by helping clarify information, avoid conflicts and
misunderstandings.
Relieve negative emotions. When emotions are running high, if the speaker
feels that he or she has been truly heard, it can help to calm them down, relieve
negative feelings, and allow for real understanding or problem solving to begin.
Tips for effective listening
If your goal is to fully understand and connect with the other person, listening
effectively will often come naturally. If it doesnt, you can remember the following
tips. The more you practice them, the more satisfying and rewarding your
interactions with others will become.
Focus fully on the speaker, his or her body language, and other nonverbal
cues. If youre daydreaming, checking text messages, or doodling, youre almost
certain to miss nonverbal cues in the conversation. If you find it hard to
concentrate on some speakers, try repeating their words over in your headitll
reinforce their message and help you stay focused.
Avoid interrupting or trying to redirect the conversation to your concerns,
by saying something like, If you think thats bad, let me tell you what happened
to me. Listening is not the same as waiting for your turn to talk. You cant
concentrate on what someones saying if youre forming what youre going to
say next. Often, the speaker can read your facial expressions and know that your
minds elsewhere.
Avoid seeming judgmental. In order to communicate effectively with
someone, you dont have to like them or agree with their ideas, values, or
opinions. However, you do need to set aside your judgment and withhold blame
and criticism in order to fully understand a person. The most difficult
communication, when successfully executed, can lead to the most unlikely and
profound connection with someone.
Show your interest in whats being said. Nod occasionally, smile at the
person, and make sure your posture is open and inviting. Encourage the speaker
to continue with small verbal comments like yes or uh huh.
Effective communication skills #2: Nonverbal communication
When we communicate things that we care about, we do so mainly using
nonverbal signals. Wordless communication, or body language, includes facial

expressions, body movement and gestures, eye contact, posture, the tone of
your voice, and even your muscle tension and breathing. The way you look,
listen, move, and react to another person tells them more about how youre
feeling than words alone ever can.
Developing the ability to understand and use nonverbal communication can help
you connect with others, express what you really mean, navigate challenging
situations, and build better relationships at home and work.
You can enhance effective communication by using open body language
arms uncrossed, standing with an open stance or sitting on the edge of your
seat, and maintaining eye contact with the person youre talking to.

 You can also use body language to emphasize or enhance your verbal
messagepatting a friend on the back while complimenting him on his success,
for example, or pounding your fists to underline your message.
Tips for improving how you read nonverbal communication
Practice observing people in public places, such as a shopping mall, bus,
train, caf, restaurant, or even on a television talk show with the sound muted.
Observing how others use body language can teach you how to better receive
and use nonverbal signals when conversing with others. Notice how people act
and react to each other. Try to guess what their relationship is, what theyre
talking about, and how each feels about what is being said.
Be aware of individual differences. People from different countries and
cultures tend to use different nonverbal communication gestures, so its
important to take age, culture, religion, gender, and emotional state into account
when reading body language signals. An American teen, a grieving widow, and
an Asian businessman, for example, are likely to use nonverbal signals
differently.
Look at nonverbal communication signals as a group. Dont read too
much into a single gesture or nonverbal cue. Consider all of the nonverbal
signals you receive, from eye contact to tone of voice to body language. Anyone
can slip up occasionally and let eye contact slip, for example, or briefly cross
their arms without meaning to. Consider the signals as a whole to get a better
read on a person.
Tips for improving how to deliver nonverbal communication
Use nonverbal signals that match up with your words. Nonverbal
communication should reinforce what is being said, not contradict it. If you say
one thing, but your body language says something else, your listener will likely
feel youre being dishonest. For example, you cant say yes while shaking your
head no.
Adjust your nonverbal signals according to the context. The tone of
your voice, for example, should be different when youre addressing a child than
when youre addressing a group of adults. Similarly, take into account the
emotional state and cultural background of the person youre interacting with.
Use body language to convey positive feelings even when you're not
actually experiencing them. If youre nervous about a situationa job interview,
important presentation, or first date, for exampleyou can use positive body
language to signal confidence, even though youre not feeling it. Instead of
tentatively entering a room with your head down, eyes averted, and sliding into
a chair, try standing tall with your shoulders back, smiling and maintaining eye
contact, and delivering a firm handshake. It will make you feel more selfconfident and help to put the other person at ease.
Effective communication skills #3: Emotional awareness
Emotions play an important role in the way we communicate at home and work.
Its the way you feel, more than the way you think, that motivates you to
communicate or to make decisions. The way you react to emotionally driven,
nonverbal cues affect both how you understand other people and how they
understand you. If you are out of touch with your feelings, and dont understand
how you feel or why you feel that way, youll have a hard time communicating
your feelings and needs to others. This can result in frustration,
misunderstandings, and conflict. When you dont address whats really bothering
you, you often become embroiled in petty squabbles insteadarguing with your

spouse about how the towels should be hung, for example, or with a co-worker
about whose turn it is to restock the copier.
Emotional awareness provides you the tools needed for understanding both
yourself and other people, and the real messages they are communicating to
you. Although knowing your own feelings may seem simple, many people ignore
or try to sedate strong emotions like anger, sadness, and fear. But your ability to
communicate depends on being connected to these feelings. If youre afraid of
strong emotions or if you insist on communicating only on a rational level, it will
impair your ability to fully understand others, creatively problem solve, resolve
conflicts, or build an affectionate connection with someone.
How emotional awareness can improve effective communication
Emotional awarenessthe consciousness of your moment-to-moment emotional
experienceand the ability to manage all of your feelings appropriately is the
basis for effective communication.
Emotional awareness helps you:
Understand and empathize with what is really troubling other people
Understand yourself, including whats really troubling you and what you really
want
Stay motivated to understand and empathize with the person youre
interacting with, even if you dont like them or their message
Communicate clearly and effectively, even when delivering negative
messages
Build strong, trusting, and rewarding relationships, think creatively, solve
problems, and resolve conflicts
Effective communication requires both thinking and feeling
When emotional awareness is strongly developed, youll know what youre
feeling without having to think about itand youll be able to use these
emotional cues to understand what someone is really communicating to you and
act accordingly. The goal of effective communication is to find a healthy balance
between your intellect and your emotions, between thinking and feeling.
Barriers of communication
Different Barriers of Communication
The complexity of the communication process causes problems to arise at every
stage resulting in distortion of communication. The barriers have been classified
into three categories:
i) Sender related barriers
ii) Situation related barriers
iii) Receiver related barriers
i) Sender Related Barriers:
The following barriers are caused by the sender:
Communication goals: This is a barrier when the sender is not aware of the
goals that need to be kept in mind while communicating
Communication skills: Poor communication skills are a hindrance to any
communication. This could
be language, different culture, voice, etc.

 Interpersonal sensitivity: This happens when there is a failure analyzing

the needs of the receiver.
Inconsistent non-verbal signals: This proves to be a barrier when the
gestures and speech of the sender do not match.
Fear: If the sender is afraid of the message to be distorted, there is a chance
that it will be sent wrongly to the receiver.

ii) Receiver Related Barriers:

Barriers related to the receiver are as follows:
Selective and poor listening: When the receiver listens to only those
messages that he wants, there is a fear of barrier in communication. If the
receiver is also a poor listener or gets distracted, the message may be distorted.
Evaluating the source: Instead of paying attention to the message the
receiver would concentrate on evaluating the source which is a major barrier of
communication.
Lack of responsive feedback: When the receiver
does not give a proper feedback, it would be a barrier of communication.
iii) Situation Related Barriers:
Several communication barriers are attributed to factors other than the sender
and the receiver. These barriers are:
Jargon: the words used may not be in tune with the communication.
Information Overload: When the sender gives more information than
necessary, it may
be either boring or go beyond the understanding capability of the receiver. This
is a barrier of situation.
Time pressure: When there is limited time, the message cannot be sent or
received as it needs to.
Noise: The back ground noise could be a barrier during the process of
communication
Distance: The more the distance between the sender and the receiver, the
more will be the distortion of message. You have already experienced this in the
Chinese Whispers Activity.
Mechanical Failure: This could be the barrier because machines like,
telephone, telegraph, etc. are the channels through which the communication is
sent or received. A fault in the machine could cause the distortion of the
message.
Besides the above barriers, the most important barrier that should be
kept in mind particularly in customer service is poor listening. Hence,
this important barrier has been dealt with in detail.
Listening is the most important part of the communication process. However,
listening skills do not come naturally to most people; these require willingness,
practice, and patience to develop on the part of the person, who wishes to
acquire these skills.
There are many reasons as to why individuals fail to listen successfully.
These include:
1. Interrupting
2. Faking Attention and tuning out
3. Becoming emotional

4. Jumping to conclusions
5. Getting distracted
6. Pre-judging the subject
7. Wrong focus
8. Gathering only facts
9. Inflexibility while listening
10. Avoiding complicated subjects
1. Interrupting is a problem for many reasons. First, it is an aggressive
behaviour and will most likely bring a negative response from the speaker being
interrupted. Second, it is difficult to listen and speak at the same time. When the
listener is interrupting, that means he/she is certainly not listening fully.
2. Faking attention and tuning out can be offensive and is usually hard to
hide. This hurts the speaker as it sends him the message that the listener
doesnt really care about what the speaker is saying. If an individual cannot
listen actively at a given moment, it is better to let that be known to the speaker
and suggest that the communication process be put off until a point when there
are no distractions.
3. Becoming emotional can hinder ones ability to listen. It is important that
the receiver be aware of his or her emotions. If the sender is sending a message
that is offensive, it is important to acknowledge that fact and be aware of the
fact that something is threatening a breakdown in the process. When a receiver
is vexed, it is easy for him or her to miss the most important part of the senders
message.
4. Jumping to conclusions is often considered as the most common barrier to
listening. The listening, to be effective, should be done with full attention to
whatever the speaker has to say. Only then there can be any reaction. More
often, we tend to jump to conclusion regarding the speakers message, which is
one of the important barriers to effective listening. It may be helpful for the
listener to wait until the speaker completes his utterance before responding. It
can also be helpful to ask questions throughout the conversation to clarify issues,
or to let the speaker know that he or she is communicating in a way that
suggests a certain thing, which may not be what they are intending to say.
5. Getting distracted is common while trying to communicate. Often, one has
many tasks to do or there is a lot of other activity taking place while someone is
trying to communicate. This can be a problem because it leads to
miscommunication, faking attention, and tuning out altogetherall of which
threaten future communication.
6. Pre-judging the subject: Often, instead of listening to the speaker, many
people tend to assume that the subject is boring or dull. At other times
judgments are made about the kind of information the speaker is given before
hearing the whole story. This is because of the thinking that it is heard before,
usually based on the opening statements made by the speaker.
7. Wrong focus: Another barrier of listening is the focus of the listener on
appearance and delivery of the speaker. The listeners observe the appearance
and the delivery style of speaker instead of listening to what is being said. They
keep looking for faults in the speakers appearance instead of judging the
speaker by the content of his speech.
8. Gathering only facts: Many people listen to gather facts instead of trying to
understand the underlying idea and integrating it with non-verbal
communication. By focusing too much on the facts, the listener may miss the
message that the speaker is intending to convey.

9. Inflexibility while listening: Many formal speeches are not carefully

outlined and organized. As a result, many listeners try to mentally outline the
presentation instead of paying attention to what is being said.
10. Avoiding complicated subjects: When the subject is technical or
complicated, many people stop listening altogether. The listeners decide
beforehand that since the subject is not familiar, they will not be able to
understand what the speaker is trying to say.
Overcoming the Barriers of Communication
The barriers of communication that we have discussed are good enough to demotivate the employees. Your role as a manager demands that you adopt firm
measures to ensure that staff members come out of these barriers and a
pleasant work atmosphere is ensured. Certain strategies are adopted to help
overcome these barriers. They are:
1. Setting communication goals
The needs and goals of senders and receivers are different. If you and your staff
bear this in mind when sending and receiving messages, each person will
become more sensitive towards the others needs and goals. This will allow for
better communication.
2. Listening empathetically and attentively
As a manager, you need to listen empathetically and attentively to the content of
messages and emotions expressed by the staff. You also need to ensure that you
capture the attention of your staff by sending clear, unambiguous messages.
3. Avoid evaluative judgment
Know the limitations of your staff. Do not take for granted that the content of
your message is understood by all your staff. Understand their limitations. If
necessary, preface your message by a clear, concise explanation.
4. Develop a trusting Climate
Among your staff, develop a trusting climate. Encourage the employees to come
to you if they encounter any problems. Also encourage them to give feedback on
any communication and you too should provide constructive feedback.
5. Using appropriate language
Language must be meaningful and relevant. Choose words that are clearly
understood. Ensure that your message does not contain technical jargons or very
difficult words that may be beyond the comprehension of your staff.