Managing

Communications
Contents

•Definition of Communication
•Historical Background of the role of
communication
•Importance of communication
•The two way communication process
•Problems with two way communication
•Nonverbal, Downward, Upward, Lateral
and Interactive communication
•Barriers to effective communication
•Communication Technology
 Why Communication

•Communication is the means to share information and

coordinate action.
•It is essential for achieving managerial and organizational
effectiveness.
•Management functions like planning, organizing, directing and
controlling cannot be carried out without communication.
•Clear , precise and timely communication of information,
prevents the occurrence of organizational problems

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 Definition of Communication

•Communication is a process of transferring information from one entity to

another.
• Communication processes are sign-mediated interactions between at least two
agents which share a repertoire of signs and semiotic rules.
• Communication is commonly defined as "the imparting or interchange of
thoughts, opinions, or information by speech, writing, or signs".
•Although there is such a thing as one-way communication, communication can
be perceived better as a two-way process in which there is an exchange and
progression of thoughts, feelings or ideas (energy) towards a mutually accepted
goal or direction (information).
•Communication is a process whereby information is enclosed in a package and
is channeled and imparted by a sender to a receiver via some medium. The
receiver then decodes the message and gives the sender a feedback.
•All forms of communication require a sender, a message, and a receiver.
 The Continuum of Communication in OB

Non Verbal Interpersonal Sophisticated

Communication Communication Communication
technology

Increase in sophistication
 Historical Background of the role of
Communication
•Classical management theorists emphasized only on the one-to-one
communication between superior and subordinate.

•This type of communication is based on the ‘chain of commands'.

However, organizations that follow this method of communication may
not be able to communicate effectively.

•This is because communication between the top management and the

employees is hindered by the multiple layers present in the chain of
communications. There is a lot of delay too.
 Henry Fayol’s Contribution to
Communications
•The communication model of the classic theorists was criticized on the
grounds that the process delayed the transmission of information from one
department to another.
•The channel did not allow horizontal communication.
•Henry Fayol introduced the concept of “gangplank” mechanism. This
model facilitate the horizontal communication to bridge the communication
gap between individuals belonging to different departments.
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 Chester Barnard’s contribution to comunication

Chester Irving Barnard (1886 – 1961) was an American business executive, public
administrator, and the author of pioneering work in management theory and organizational studies.
His landmark 1938 book, Functions of the Executive, sets out a theory of organization and of the
functions of executives in organizations.

According to Barnard communication forms one of the three primary elements of an organization
(common goals and willingness to serve the customer being other two elements).

Barnard related communication to the concept of authority. As per him if the manager
communicates anything to the subordinate , he needs to understand the message clearly first.

Barnard identified seven communication factors that help establish and maintain authority in an
organization ---
1. The channels of communication should be definite
2. Everyone should know of the channels of communication;
3. Everyone should have access to the formal channels of communication;
4. Lines of communication should be as short and as direct as possible;
5. Competence of persons serving as communication centers should be
adequate;
6. The line of communication should not be interrupted when the
organization is functioning;
7. Every communication should be authenticated.
 Two Way Communication
In a Two communication process , the message is transmitted back and forth from sender to
receiver. The two communication process involves the following steps.

Developing and idea Giving feedback

Encoding the message Using the information

Transmitting the Acceptance or rejection

message of message

Reception of the
Decoding the message
message
Non Verbal Communication

Nonverbal communication.

Occurs through facial expressions, body position,

eye contact, and other physical gestures.
Gives clues to what a person is really thinking.
Two important aspects of nonverbal
communication.

Kinesics  the study of gestures and body

postures.
Proxemics  the study of how space is utilized.
 Non Verbal Communication
According to Don Hellriegel, John Slocum, and Richard W Woodman, non verbal
communication can be defined as “ non word human responses like facial expressions
and gestures and the perceived characteristics of the environment through which the
human verbal and non verbal messages are transmited.

Body Language and Paralanguage

Understanding Non verbal

communication

•Observe keenly what is happening

•Consider the difference between verbal statements and non verbal behavior

•Look for subtleties in non verbal behavior

Upward and Downward Communications

•Downward communication is communication created by directors and managers

and passed down the hierarchy of workers in the organization.

• In traditional organizations this is the preferred method of communication ie

Managers decide what the systems, rules and procedures will be and then they
pass these down to employees they manage and supervise.

•Downward Communication can increase efficiency by synchronizing organizational

procedures and can ensure that everybody is working towards the same overall
aims and objectives.

•Types of downward communication include job descriptions,

appraisals/evaluations, organizational policy, and organizational systems.
 Upward Communication
•This is communication which originates at the lower level of the employment
hierarchy and is then communicated up through the line.

• Organizations encouraging upward communication believe that everybody is

capable of generating thoughts and ideas which may help the organization to
progress, particularly when they are working closely in the area that the idea applies
to.

•Upward communication may increase motivation and make employees feel valued
and respected whilst enabling managers to understand how employees are feeling.

•Furthermore if problems occur at they are more likely to be identified earlier by

those working closely in the area that they occur. Types of upward communications
include suggestion schemes, feedback forums/surveys, grievance procedures and
employee-manager discussions.
Lateral Communication
This is communication that occurs between employees on the same level in
the organization. As this can involve decision making it can create efficiency
as employees do not have to wait for managerial approval. On the other hand
if the manager is not kept informed or if the manager fails to set boundaries
there is potential for conflict.
Upward, downward and Lateral Comm..
 Grapevine Communication

•Grapevine is an informal channel of business communication. It is called so

because it stretches throughout the organization in all directions irrespective of
the authority levels.

• Man as we know is a social animal. Despite existence of formal channels in an

organization, the informal channels tend to develop when he interacts with other
people in organization. It exists more at lower levels of organization.

•Grapevine generally develops due to various reasons. One of them is that when
an organization is facing recession, the employees sense uncertainty. Also, at
times employees do not have self-confidence due to which they form unions.

•Sometimes the managers show preferential treatment and favour some

employees giving a segregated feeling to other employees. Thus, when
employees sense a need to exchange their views ,they go for grapevine network
as they cannot use the formal channel of communication in that case.

• Generally during breaks in cafeteria, the subordinates talk about their superior’s
attitude and behavior and exchange views with their peers. They discuss rumors
about promotion and transfer of other employees. Thus, grapevine spreads like
fire and it is not easy to trace the cause of such communication at times.
 Networks

•A network consists of a group of individuals who enhances their interpersonal

relationships with a view of exchanging information of common interests in an
informal manner.

•An employee who engages in such an activity is said to be “networking”

•Networking can be internal and external

Barriers to Effective communication
Communication Technology