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Effective Communication
Functions of Communication
Roles of a Manager Communication Process
Communication Network
Communication skills for Managers. Effective Internal Communication
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Increased Awareness among employees
Improved Customer Relations
Healthier Business Relationships
Quicker Problem Solving Stronger Decision Making
Increased Productivity
Enhanced Professional Image Better quality of documents
Lesser misunderstanding
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Information
Control
Motivation
Emotional Expression
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Interpersonal RolesFigurehead,Leader ,Liaison person
Informational RolesMonitor,Disseminator,Spokesperson
Decisional RolesEntrepreneur,Disturbance handler,Resource allocator,Negotiator
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Phases of the Communication Process:
Transmission phase in which information is shared by
two or more people. Feedback phase in which a common understanding is
assured.
The process starts with a sender (an individual or
group) who wants to share information. Senders must decide what information to share and
puts the message into symbols or language(encoding).
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Barriers to Effective Communication
Messages that are unclear, incomplete, difficult tounderstand
Messages sent over the an inappropriate medium Messages with no provision for feedback
Messages that are received but ignored
Messages that are misunderstood
Messages delivered through automated systems thatlack the human element
Absence of common frame of reference
Semantic difficulties.
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Managers as Senders Send clear and complete messages.
Encode messages in symbols the receiver understands.
Select a medium appropriate for the message and,
importantly, one that is monitored by the receiver.
Avoid filtering (holding back information) and distortionas the message passes through other workers.
Ensure a feedback mechanism is included in themessage.
Provide accurate information to avoid rumors.
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Managers as Receivers
Pay attention to what is sent as a message.
Be a good listener: dont interrupt. Ask questions to clarify your understanding.
Be empathetic: try to understand what the sender
feels. Understand linguistic styles: different people
speak differently.
Speed, tone, pausing all impact communication.
.
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Downward Communication-Every employee should receive strategic plan copy.
- Every employee should receive an employee handbook containing
updated personnel policies.- A basic set of procedures on how routine tasks are conducted to be
developed and included in the Standard Operating Manual.- Every employee should have a copy of job description and Organizational
Chart.
-Management meetings(Fortnightly) and Full Staff meetings ( monthly) to
be held regularly.- Every employee should receive yearly performance reviews.
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Upward Communication
- Every employee should give regular status report.
- All Supervisors should meet one-on-one regularly (monthly once)
- Feedback from subordinates/others to be acted upon.
-The grapevine communication should be respected.
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The President of an Event
management company ExpoInternational has just come back
from his/her international tour. He /
She wishes to share some importantinformation with everybody in the
company.
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The Supervisor of a Production unit
of a manufacturing company needssome immediate clarifications from
his/her manager on a proposal
he/she has to submit.
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One of your close friend and
fellow Officer Mr. Amit wants toshare with you, in the Company
Canteen, some unhappy incident
that occurred that morning.
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You are team comprising of
Vice President MarketingVice President OperationsVice president HRManager - Marketing
Manager - OperationsManager - HR
Devise Dialogues for a discussion on a new policyrelated to improving communication strategy.
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Observe for a week how people communicate
with you.
Note down the situations where youexperience some difficulty in understanding the
message.
During the next week, discuss these barriers in
the class.
You may work out some strategies for
overcoming the same.
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Study the way news is presented ontelevision, particularly
- timing,- integration of spoken word- pictures, and
- the use of different speakers.
Which techniques did you think were
particularly effective?