COMMUNICATION IN MANAGEMENT
by
Shahla Arshad
Lecturer-INS-KMU
Objectives
By the end of this lecture the students will be able to:
Define communication ,communication process &
interpersonal communication.
Discuss components of interpersonal communication in detail
Discuss the types or directions of communication.
Describe challenges and barriers in communication.
Discuss role of communication in leadership.
Discuss collaboration and negotiation.
Communication
Derived from the Latin word "communis", meaning to
share.”
“Communication is the exchange of thoughts,
messages, or information, as by speech, visual
signals, writing, or behavior.
The communication process
• Sender
• Channel
• Receiver
• feedback
The Communication Process
Medium
Barrier
SENDER RECEIVER
(encodes) (decodes)
Barrier
Feedback/Response
Modes Of Communication
Oral
Telephone
Voice Mail
Posted On A Social Media Site
Written (Text)
Typed
Sent By Mail
E-mail or Fax
MURPHY’S 7C’s OF EFFECTIVE
COMMUNICATION
- Clarity
- Completeness
- Conciseness
- Consideration
- Correctness
- Concreteness
- Courtesy
7
7
Characteristics Of Effective Communications
Effective communication requires the message to be:
• Clear and concise
• Accurate
• Relevant to the needs of the receiver
• Timely
• Meaningful
• Applicable to the situation
The channel should be:
• Appropriate
• Affordable
• Appealing
Effective communication requires the sender to:
• Be interested in the subject
• Know the audience members and establish a rapport with
them
• Speak at the level of the receiver
• Choose an appropriate communication channel
The receiver should:
• Be aware, interested, and willing to accept the message
• Listen attentively
• Understand the value of the message
• Provide feedback
Types Of Communication
On the basis of organizational relationship
Formal
Informal
On the basis of Flow
Upward
Downward
Lateral
Diagonal(crosswise)
On the basis of Expression
Verbal And Non verbal
Types of communication
Intrapersonal communication.
Communication can take place within just one individual.
Interpersonal communication
Communication involves two or more people.
Components Of Interpersonal Communication
1. Conversation
2. Listening
3. Body language
4. Environment
5. Self-appearance
1. Conversation
Mention their names
Use suitable language
Tone of voice
Simplify your message
Give other people the chance to talk and do not control all
Try to control from telling too much about yourself
Use closed and open questions properly
Winning people’s heart
2. LISTENING SKILLS
Eye contact
Interest
Concentration
Do not look at different direction
Encouragement
Listen to ideas
Do not interrupt
Do not be too fast to conclude
Do not focus on what you are going to say, focus on what
your friend is going to say first.
3. Body Language
Proper Body Language:
smile or show happy face. Nod your head to show that you
understand or agree or you are following the conversation
attentively. give space so that everyone can see each other’s
face if you are talking in a group.
Good Body Language
“Mirroring” is you create the same body posture with those
you are talking to – if they are standing with one leg up, you
do the same, if they are holding cup, you do the same. This is
called mirroring. “Mirroring” will create a more friendly and
relaxed atmosphere between you and the other person.
4. ENVIRONMENT
Try to understand their mood
Look at suitability of topic at that moment
Find suitable place
Find suitable environment
5. Self Appearance
The way you dress
Cleanliness
Color of your dress
Body smell
Challenges In Communication
Misunderstanding In Communication
– Through telephone
– SMS
– Emails
When talking always want to win or be superior
When talking, emotion is more than facts
When giving opinions, very fast in finding other people’s faults
When asking questions, the intention is to test the people
When talking, always want to make other people feel guilty
When talking, very arrogant, big talk and belittle other people.
Examples of Barriers to communication
Language
Sex/gender and age
Educational level
Physical barriers
Attitude
Understanding of message
Role Of Communication In Leadership.
Leadership style is the manner in which individual
influences others to achieve a common goal by
providing direction, implementing plans, and
motivating people.
Effective communication skills are an important
aspect of any leader's portfolio of skills and
experience
Some effective communication skills are:
• Listening.
• Nonverbal Communication.
• Clarity and Concision.
• Friendliness.
• Confidence.
• Empathy.
• Open-Mindedness.
• Respect.
• Feedback
• Picking the Right Medium
Important Tips On Interpersonal Relationship
Remember his name and related information
Think win-win
Do not keep hidden agenda or try to take advantage
Never ever compare, pay gratitude with what you have
Give inspiration, expect the best
Never ever lie
Fulfill your promise do not make false promise
Don’t hope for return of favor
Expectation
Collaboration
Collaboration implies mutual attention to the problem, in
which the talents of all parties are used.
In collaboration, the focus is on solving the problem,
not defeating the opponent.
The goal is to satisfy both parties concerns.
Collaboration is useful in situations in which the goals of
both parties are too important to be compromised.
Negotiations
Negotiations are formal discussions between
people who have different aims or intentions,
especially in business or politics, during
which they try to reach an agreement.
Types of Negotiations
There are two types of negotiation:
1-Distributive or competitive negotiation
2-Integrative negotiation
Stages of Negotiation
1-Preparation
•Combine ideas from unconnected sources, realistic
thinking
•Understand the conflict situation
•Decide what your team wants
•Analyze the other side
•Develop a strategy to help them make the decision
you want
2-Exchange information
•Learn the authority of those with whom you negotiate
•LISTENING!!!
•Be courteous
•Start on a positive note
•Agree on ground rules, such as:
Not to leave room without decision
All agree that we are not leaving early
All agree there are to be no outside interruptions
3-Bargaining
Bargain for mutual enhancement rather than one-
sided victory
How:
•Use reason
•Make it easier for them to decide what you’d like
them to decide
4-Closing and commitment
•Don’t be pressured/don’t pressure
•Summarize: Have both parties write a summary of
what their understanding of the agreement is
•Consider a trial close
•Make the agreement operational
Negotiations Skills
Preparation
Active Listening
Patience
Emotional Control
Verbal Communication
Problem Solving & Decision Making
Ethics and Reliability
Assertiveness
Collective Bargaining
Collective bargaining is the process in which
working people, through their unions, negotiate
contracts with their employers to determine their
terms of employment, including pay, benefits, hours,
leave, job health and safety policies, ways to balance
work and family, and more.
IMPORTANCE OF COLLECTIVE BARGAINING
• It permits employees to work together as a
unit to negotiate with employers on a more
level playing field.
• By negotiating as a unit, employees have
more bargaining power and influence at the
bargaining table.
References
• Sullivan EJ, Decker PJ. Effective leadership and
management in nursing. AJN The American
Journal of Nursing. 1998 Jun 1;98(6):16L.
• Sullivan EJ, Garland G. Practical leadership and
management in nursing. Pearson Education; 2010.
