Managerial Communication: An
Overview
Organizational Communication
• Functions: internal and external
• Form: oral and written
• Form: channel selection 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
• Informal: grapevine
Group Communication Networks
Pattern of information flow among task-group members
• Centralised networks: most messages pass through one
person. Thy are applicable to simple and routine work
and result in faster and accurate message conveyance.
• Decentralised networks: applicable to complex works,
free exchange of information in the circle and all channel
facilitates the process and creativity.
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Organisational Communication Channels
Communication channels:
• Vertical communication
• Horizontal communication
• Informal communication
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Communication Flowing
Through Formal Channels
Downward Horizontal Upward
Management directives Task coordination Employee feedback
Job plans, policies Information sharing Progress reports
Company goals Problem solving Reports of customer
Mission statements Conflict resolution interaction,
feedback
Suggestions for
improvement
Anonymous hotline
Organisational Communication Channels
Vertical communication:
Message exchange between two or
more levels of the organisational
hierarchy.
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Organisational Communication Channels
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
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Organisational Communication Channels
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
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Forms of Communication Flowing
Through Formal Channels
Written Oral Electronic
Executive memos, letters Telephone E-mail
Annual report Face-to-face conversation Voicemail
Company newsletter Company meetings Instant Messaging
Bulletin board postings Team meetings Intranet
Orientation manual Videoconferencing
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
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A Classic Case of
Miscommunication
In Center Harbor, Maine, local legend recalls the day
when Walter Cronkite steered his boat into port. The avid
sailor was amused to see in the distance a small crowd on
shore waving their arms to greet him. He could barely
make out their excited shouts: “Hello Walter, Hello
Walter!”
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A Classic Case of
Miscommunication
As his boat came closer, the crowd grew larger, still
yelling. Pleased at the reception, Cronkite tipped his
white captain's hat, waved back, even took a bow. But
before reaching dockside, Cronkite's boat abruptly
jammed aground. The crowd stood silent. The veteran
news anchor suddenly realized what they'd been
shouting: “Low water, low water!”
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Analysis of Flawed
Communication Process
Sender has Sender Channel Receiver
idea encodes carries decodes
message message message
Warn boater
“Low water!” Message “Hello
distorted Walter!”
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Barriers That Caused
Cronkite Miscommunication
• Frame of reference • Receiver accustomed to
acclaim and appreciative
crowds.
• Language skills • Maine accent makes "water"
and "Walter" sound similar.
• Listening skills • Receiver more accustomed to
speaking than to listening.
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Barriers That Caused
Cronkite Miscommunication
• Emotional interference
• Ego prompted receiver to
believe crowd was responding to
his celebrity status.
• Physical barriers • Noise from boat, distance
between senders and receivers.
Which of these barriers could be overcome through
improved communication skills?
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Overcoming Communication
Barriers
• Adapt the message to the receiver.
• Improve your language and listening
skills.
• Question your preconceptions.
• Plan for feedback.
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Causes for Miscommunication
• Organizational structure
• Difference in status
• Lack of trust
• Closed communication climate
• Incorrect choice of medium
• Information overload
• Message complexity
• Unethical communication
• Physical distractions
Effectiveness in Managerial
Communication
• Appropriate communication style
• Audience-centered approach
• •Information
Understanding of intercultural
overload communic’n
• Commitment to ethical communication
• Proficiency in communication technology
• Control over the flow of communication
• Reducing the no. of messages
Strategies for Improving
Organizational Communication
• Encourage open feedback
• Use simple language
• Avoid overload
– Rely on gatekeepers
– Practice queuing
• Walk the talk
• Be a good listener
