Managing Resources

Module 5:
Communication

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Forms of Communication
 Giving Instructions
 Exchange Ideas
 Announcing Plans or Strategies
 Giving or receiving information
 Laying down rules and procedures

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12 Principles of Communication (1)
1. Communication is led from the top
2. Communication is consistent
3. It is built on rapport-building
4. It respects the organisational lines of command
5. It is planned
6. The organisation invests in employee
communications

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12 Principles of Communication (2)

7. Internal and external communications are

integrated
8. The right timing is used
9. The right tone is used
10.Always ask “What’s in it for me?”
11.Two way process
12.Standards are set and maintained

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Obstacles to Communication (1)
Time: People tend to be always rushing around,
everything is urgent, clients demand that their jobs be
done “yesterday”. As a result people rush their
communication.
Perceptions: Opinions differ from one person to
another. This may impact on the way, managers accept
or reject communication.
Expectations: Some subordinates may tell their
managers what they want to hear rather than what they
really think and feel.

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Obstacles to Communication (2)
 Prejudices: Based on inflexible, preconceived thinking,
some managers listen selectively.
 Distractions: People allow themselves to be distracted
during conversations. Alternatively, a place or timing
selected for an encounter are not ideal resulting in
constant interruptions during the said meeting.
 Semantics: Many words convey varied messages. For
example, managers have to explain what they mean by
such words as: “some”, “soon”, “more or less”, “often”,
“many” and so on.

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Obstacles to Communication (3)

 Language: Check that listener/s understands the

language used. Ensure that terms or gestures
are not offensive.
 Not listening: Managers tend to forget that they
have two ears and one mouth and not the other
way around. There is a difference between
hearing and listening. Effective communication
is depended on the latter not the former.

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Other Obstacles to Communication
SENDER RECEIVER
Difficulty in Self Semantic Barriers
Expression Emotional State
Rationalises Preconceptions
Information
Physical Barriers
Number of Links
in the Chain
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 Correct Communication
Clear
Concise
Correct
Complete
Courteous
Consistent

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 Effective Listening
Make eye contact
Exhibit appropriate facial expressions
Avoid distractions
Ask Questions
Paraphrase
Avoid Interruptions
Don’t Overtalk
Make Smooth transition between listener and
speaker.

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Advantages of Effective Listening
Fewer Mistakes
Increased Objectivity
New perspectives
Expanded Relationships
Increased Efficiency
Fewer Arguments
Increased Self-Esteem
Change

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Improving Communication in
Organisations:
 Company Newspapers
 Reports to Employees
 Presentations
 Individual Face to Face Meetings
 Attitude Surveys
 Billboards
 Suggestion Scheme
 Employee Awards
 Employee Clubs and Initiatives
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