MANAGERIAL COMMUNICATION
Prof. Megha Gupta
What is
Communication?
Communication is the transmission of an idea or
feeling so that the sender and receiver share the
same understanding.
Communication is not a mysterious process.
It takes place when the ideas from your mind are
transferred to another’s and arrive intact, complete,
and coherent.
JOHARI WINDOW
• This model is based on two ideas- TRUST can be acquired by revealing information about you to others and
learning yourselves from their FEEDBACKS.
• Each four window signifies personal information, feelings, motivation and whether that information is known or
unknown to oneself or others in four viewpoints.
• Open/self-area or arena – Includes information about the person such as his/her attitudes, behaviors,
emotions, feelings, skills and views that will be known by the person as well as by others. This is mainly the
area where all the communications occur and the larger the arena becomes the more effectual and dynamic the
relationship will be. ‘Feedback solicitation’ can increase information about one’s blind spots, reduce hidden
area and lead to exploration of the unknown area.
• Blind self or blind spot – Information about yourselves that others know, but you are unaware of it. Others
may interpret you differently than you expect. The blind spot is reduced for an efficient communication through
seeking feedback from others. In the example of public speaking, you may develop some physical and
unconscious habits. Things like rubbing your hands through your hair or averting eye contact with the audience
are physiological responses to being nervous. You probably don’t know that you’re doing these things, meaning
you’re in the blind area, but others can observe you doing them.
• Hidden area– Information that is known to you but will be kept unknown from others. This can be any
personal information which you feel reluctant to reveal. This includes feelings, past experiences, fears,
secrets etc. We keep some of our feelings and information as private as it affects the relationships and thus
the hidden area must be reduced by moving the information to the open areas. audience.
• Unknown area – The Information which is unknown to both us and others. This includes the information,
feelings, capabilities, talents etc. This can be due to traumatic past experiences or events which can be
unknown for a lifetime. The person will be unaware till he/she discovers his/her hidden qualities and capabilities
or through observation of others. Open communication is also an effective way to decrease the unknown area
and thus to communicate effectively. The key to this is that new experiences teach us things about
ourselves and others that would not have been known otherwise. Breaking into the Unknown area pane of the
Listening
• Hearing - a sensory process in which sound waves are transmitted
to the brain and someone becomes conscious of sound.
• Listening - a mental operation involving processing sound waves,
interpreting their meaning, and storing their meaning in memory
Listening is an active process.
• It involves understanding the meanings of words,
expressions, and ideas.
• It is evaluating the content of the message. It requires the
listener to assimilate, or make a part of himself, the
message or the thought being sent.
• Each of these process-understanding, evaluating, and
assimilating-requires the conscious action of the listener.
Active Listening
• Show interest.
• Be understanding of the other person and use words such as “I see” or “I understand” to
confirm your understanding.
• If there is a problem, listen for the cause and single it out.
• Help person associate problem with the cause.
• Encourage the speaker to develop ability and desire to solve his or her own problem.
• Learn to be silent.
• Restate what the speaker has said to let him or her know you are listening/ Paraph
End the conversation by repeating and
confirming what has been discussed.
• Concentrate intently on the speaker.
• Practice reinforcing nonverbal behaviors, such as leaning forward, establishing and
maintaining eye contact, etc.
• Be alert and attentive.
• Ask questions
• Imagine yourself in this person’s place.
Listening Skills
1. Have a purpose or reason for listening.
2. Ask questions.
3. Provide speaker with verbal and nonverbal feedback
4. Be aware of your attitudes towards the speaker and
attempt to listen objectively.
5. Wait before responding. Do not formulate your response
while the speaker is delivering the message.
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6. Listen with your eyes as well as your ears.
7. Listen for feelings as well as information.
8. Look for important themes.
9. Avoid imposing your values on the speaker. Listen
in a non-judgmental way.
10. Overlook negative aspects of the speaker’s delivery
which might interfere with your understanding
the message.
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Emotions
Emotional Intelligence
• The ability to detect and to manage emotional cues and information.
• Self-Awareness: It’s the ability to accurately perceive one’s own emotions in
the moment and to understand ones tendencies across different situations. To
improve self-awareness, spend time thinking through them and lean into
emotions. Only when one knows self, can he understand others.
• Relationship Management: People with high EQ tend to be able to build
strong bonds with others through effective networking. They have the
capabilities to develop others, to have influence, to be change agents, be great
communicators, manage conflict and exhibit great leadership in their daily
actions.
• Self-Management: It includes self-control, initiative, adaptability, a high
achievement drive, motivated, conscientiousness to complete what one is
supposed to do, trustworthiness, discipline. This helps you to achieve what you
want in life. Management is the key to success.
• Social Awareness: This is about being empathic when dealing with others. It is
the ability to feel others' difficulties. It is also about taking on a service
orientation, serving others to ensure their total satisfaction is gained with their
purchase of your product or service.
Types of
Communication
One-way communication
Two-way communication
One to many
Most common ways to communicate
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The Communication Process
• Communication is the process of transmitting information
and common understanding from one person to another. It
ranges from one-way, two-way to mass communication.
• Elements of communication process include sender, receiver,
message, medium, noise and feedback (Cheney, 2011).
The Communication Process
• Sender: initiates the communication
• Receiver: the individual to whom the message is sent
• Encodes: The sender encodes the idea by selecting words, symbols,
gestures, with which to compose a message
• Message: The outcome of the encoding, which takes the form of verbal,
nonverbal or written language
• Medium/channel: carrier of communication that ranges from face-to-
face, telephone, email, whatsapp, social media, zoom/MSteams, written
reports
• Noise: Anything that distorts the message, including various barriers
from perception to language to emotions to attitudes etc
• Feedback: Receiver responds to sender’s message and returns the
message to the sender
• A problem in any one of these elements can reduce the
effectiveness of communication
Barriers to Communication
• Process
• Personal
• Physical
• Mechanical
• Organizational
Process Barriers
• Sender barrier: A new employee has an innovative idea but
doesn’t voice it for fear of being reprimanded
• Encoding barrier: A Japanese speaking employee cant get the
English speaking colleague to understand the grievance he is facing
• Medium barrier: A very upset employee sends an emotionally
charged mail to the manager
• Decoding barrier: An older colleague may not understand and
appreciate being called WOKE by a Gen-Z employee
• Receiver barrier: A preoccupied manager, may not listen to an
employee who is disturbed and mistakes her to be rude
• Feedback barrier: During a meeting, the failure of asking
questions by the mana
Personal Barriers
Psychosocial barriers can
Semantic cause psychosocial Cultural
distance and filtering
• Words • Attitude • Geographical
• Gestures • Bias • Economical
• Translation • Heightened emotions • Social
• Signs and symbols • Perceptual Variations • Religious
• Frames Of Reference • Values • Educational
• Background • Occupational
• Experiences
• Personality
• Mental competency
• Listening
• Expectation
• Physical barriers
• Geographical distance, or proximity, noise, weather disturbances, natural
calamities
• Time pressures – hurried and shortened messages
• Physical distractions –noise, continuous telephone interruptions, people
walking in and out of the room, sender’s mannerisms, constant messages on
social media
Mechanical barriers
• Technical impediments
• Faulty channel of communication
• Noise in the channel
• Information overload / Underload
• Organizational Barriers
• Many levels
• Grapevine
• Status effect
How to overcome the barriers
Be clear about the message to be sent
•Plan well, what, how, when ,where, why, you want to communicate
•The purpose of communication- what is the goal and accordingly adapt language, tone, approach to serve
that specific objective
• Be precise, focussed and to the point
•Can seek participation of others in planning communication
• Do not be verbose
• Use a language understandable to the receiver
•Be conscious of tone, expression, apparent receptiveness
•Be conscious of the physical surrounding: is the message better delivered in person or in public,
expectations of the audience
•Be mindful of what the receiver interest, need etc especially when one has to persuade, influence or get the
work done
•Follow up or revise or recap
•Asking questions
•Verbal to be consistent with the non-verbal
•Authenticity
•Listening
• Write the message if required
• Request a feedback to ensure receipt of message
•Be attentive
• Concentrate on the message
• Ask for clarifications wherever
required
• Listen objectively
Types of non-verbal communication
Listening
Body language
Posture
Gestures
Eye contact
Facial Expressions
Voice
• Voice greatly impacts our impressions
• Voice awakes the senses and lead others to act, close deals, or land us successful job
interviews - vocal presence
• Through our voice we create nuances of meaning, convey emotions, and communicate our
executive presence
• Exudes confidence
• Study of VOCALICS- nonverbal qualities of our voice
• 3 elements of VOCALICS
• 1. Stress (volume)
• 2 Intonation (rise and fall of tone)/modulation
• 3 Rhythm (pacing)
• Power of pitch or vocal resonance, ie, using volume to convey intention in
meaningful/strategic ways
• Place volume on certain words/ accentuating: shows emphasis, information focus, used to
change conversation coarse/ direction, shift meaning of sentences and eventually the
outcome
