& Leadership
Varinder Kumar- Managerial Communication –
Kalyani Publishers
• Pervasive
Universal • Repertoire
• Dispels
Contextual misunderstanding
• Goal oriented
To perform:
1. Interpersonal role
2. Informational role
3. Decisional role
1. Forecasting & Planning
2. Organising
3. Instructing
4. Coordinating
5. Controlling
1. Harmonious Industrial relations
2. Maintaining relations with external parties
3. Virtual organizations
4. Better human relations
5. Personal asset
6. Global village
Serves as a
Lubricant for
fostering the
smooth operations
7. Technological advancement
8. Coordination within the organisation
9. Economic advancement
10. Updating employees
11. Motivating employees
12. Persuade
Serves as a
Lubricant for
fostering the
smooth operations
Internal operational communication
External operational communication
Personal communication
1. Sensing a communication need
2. Defining / understand the situation
3. Considering possible communication
strategies
4. Selecting a course of action considering cost
and benefit
5. Composing the message
6. Sending the message
1. Receives the message
2. Interprets the message
3. Decides on a response
4. May send a responding message
1. Face to Face Meetings
2. Letters
3. Memos
4. Reports
5. Fax
6. Web pages
7. E mails
8. Telephones
9. Virtual meetings
10. Teleconferencing & Video conferencing
Intrapersonal
Interpersonal Number of persons
Mass communication
Verbal communication
◦ Oral or written Medium
Non verbal communication
One way and two way communication
Formal communication
Informal communication
Upward communication
Downward communication
Lateral or Diagonal communication
Communication
Network
Formal Informal
Upward Lateral
1. Superior has immediate contact with the
subordinates – better understanding , co-
operation, co-ordination
2. No overlapping of information
3. More trustworthy
4. Easy follow up actions and compliances
5. No chance of bias to creep in
6. Minimal chance of information leak or flow
of gossip
1. Time consuming – increases the workload of
various managers
2. Inhibit or stand in the way of free flow of
communication between levels
3. No Social and emotional bonds between
various organisational levels
4. May delay decision making
Downward Communication
Upward Communication
Lateral Communication
Diagonal Communication
Written Oral
instructions instructions
memo speeches
letters meetings
policy statements telephone
Communication gap
Time consuming
Filtered, modified or distorted
Information withheld to keep the employees
dependent on them
Reports
Performance appraisals
Suggestions
Complaints
Higher ups do not like to told anything
against their wishes.
It may be distorted or misrepresented in the
absence of open door policy
Poor listening
Hesitation of employees
Periodical Meetings
Open door policy
Suggestion boxes
Interviews
Informal gatherings
Between two or more people who are
subordinates
Communication between functional
managers.
Serving the organisation in different
capacities through a common goal
Flow of information among persons at
different levels who have no direct reporting
relationships.
It may create difficulties.
Includes all the information received by the
organisation from external agencies in the
form of:
Letters
Mails
Offers
Orders
Requests, suggestions
complaints
The communication which the organisation
maintains with the outside world.
Advertisements
Public relations
Negotiations
Mails
Notices
Tenders
Feeling of uncertainty when the organisation
is passing through a difficult period.
Feeling of inadequacy – lack of self
confidence
Feeling of isolation – a favoured group
formation
Some unusual happening in the organisation
Personal problems of the employees
1. Speedy transmission
2. Feedback value
3. Support to other channels
4. Psychological satisfaction
5. Uniting force
6. Creation of ideas
7. Good personal relations
1. Cannot be taken seriously
2. Does not carry complete information
3. Distorts information
4. May prove counter productive
5. Chances of misinterpretation
6. Lack of accountability
Oral Vs Written communication
1. Know your Objective/Purpose of communication
2. Know your audience
3. Know your topic
4. Deliver the speech with
Clear pronunciation
Brevity
Precision
Logical sequence
Suitable words
Courtesy
5. Take care of Visual elements
6. Organize your speech
High impact Introduction
Body of the speech
Conclusion
7. Review your speech
8. Rehearse, rehearse, rehearse
1. Immediate Feedback
2. Better relationships
3. Time saving
4. Effective tool of persuasion
5. Effective tool of group communication
6. Economical
1. Distortion in passing the message
2. Lack of retention/documentation
3. No legal validity
4. Scope for misunderstanding
5. Not suitable for long messages
6. Constrained by physical barriers
7. Not effective when the target group is
spread out
1. Scope for alteration
2. Legal validity
3. Ready reference
4. Promotes uniformity
5. Mass access
6. Suitable for lengthy communication
7. Accurate and unambiguous
8. Permanent in nature
Time consuming
Limited to literates
Lot of paper work
Needs expertise in expression
Lack of immediate feedback /clarification
Expensive
1. Self awareness –not disturbed mind
2. Credibility
3. Capability
4. Content
5. Context
6. Channel
7. Consistency and clarity
8. Simple words
9. Concrete expression
• Avoid vague words – sometime tomorrow
• Have active sentences
• Avoid jargon
• Avoid cliché
• Avoid ambiguity
• Wrong punctuation
10. Completeness
11. Time and space
Also known as Dyadic Communication
1. Kinesics
2. Proxemics
3. Time language
4. Paralanguage
5. Sign language
Facial expressions
Eye contact
Gestures
Postures
Appearance
Loss
Versatility
Victory
None of the
above
Grief over loss
Sheer joy on achievement
Enthusiasm
None of the above
Frustration
Disgust
Sadness
Stress
Joy
Surprise
Shock
Disgust
55
Nodding the head up and down
Patting the adjacent seat
Yawning
Cupping hand behind ear
Placing first finger on lips
Forming the first and second finger in the
shape of a ‘V’
Shrugging shoulders and raising palms
upward
While listening:
leaning a little towards the speaker
Tilting the head
Eye contact with the speaker
Gently nodding the head in agreement
You shouldn’t cross
your arms as it might
make you seem
defensive or
guarded. This goes
for your legs too.
Keep your arms and
legs open.
If there are several
people you are talking to,
give them all some eye
contact to create a better
connection and see if
they are listening.
Keeping too much eye-
contact might creep
people out.
Nod once in a while
to signal that you are
listening. But don’t
overdo it like woody
woodpecker. Let your
nod be clear to
indicate agreement
and disagreement
Sit straight but in a relaxed
way, not in a too tense
manner like an army
officer
If you want to show that
you are interested in
what someone is
saying, lean toward the
person talking. But
don’t lean in too much
or you might seem
needy and desperate
for some approval.
Use your hands to describe
something or to add weight
to a point you are trying to
make. And don’t let your
hands flail around, use them
with some control.
Nobody likes a close-
talker. It is
embarrassing if the
more we move
back the more the
other person
comes forward. Let
people have their
personal space,
don’t invade it.
Voice
Pitch variation
Speaking speed
Pause /Rhythm in speech
Non-fluencies
Volume variation
Pronunciation
Word stress
Intonation
1. Visual signs
2. Audio / sound signals
3. Touch - Haptics
1. Semantic barriers
2. Organizational barriers
3. Interpersonal barriers
4. Individual / Psycho-sociological barriers
5. Cross cultural / Geographic barriers
6. Physical barriers
7. Technological barriers
1. Homophones
2. Lack of clarity and usage of jargons
3. Wrong interpretation
“The container was marked
‘inflammable’. Why can’t we smoke?”
4. Assumptions
5. Technical language like cloud, mouse
1. Organizational culture and climate
2. Organizational rules and regulations
3. Status relationships – lack of cooperation
4. Complexity in organizational structure
5. Wrong choice of channel
Emanating from Superiors
1. Shortage of time for employees
2. Lack of trust
3. Wish to capture authority
4. Fear of losing power of control
5. Information overload
Emanating from Subordinates
1. Lack of proper channel
2. No interest to communicate
3. Lack of co operation
4. Lack of trust
5. Poor relationship between superior and
subordinate
6. Fear of Penalty
1. Filters
2. State of health
3. Closed minds
4. Defensiveness
5. Inattention and poor retention
6. Halo effect
7. Selective perception
8. Individual style of speaking
1. Concept of time
2. Concept of space
3. Basic personality
4. Non verbal communication
5. Values and norms of behaviour
1. Noise
2. Environment
3. Defects in the media
4. Circumstantial factors
◦ Temperature
◦ Lighting
◦ Room size
◦ Seating arrangement
1. Sender should be clear with all the ‘wh’
questions
2. Receiver should be attentive
3. Listen, listen, listen
4. Foster good relationships
5. Co ordination between superior and
Subordinates
6. Avoid technical language
7. Right feedback
8. Flat organizational structure
9. Organizational policies
10. Minimize semantic problems
11. Proper communication channels
12. Share opinions, perceptions generated by the
message
13. Avoid information overload
Hearing – Physical process,
Natural and passive
1. Rate of speech
2. Volume of speech
3. Monotone
4. Body language
5. Too many fillers
6. Accent
Environmental barriers