Unit 1: Introduction to Communication Management
Communication management refers to a systematic plan, which implements and monitors the
channels and content of communication. To become a good manager, one must have a
contingency approach at hand when it comes to communicating with employees. An effective
communication management is considered to be a lifeline for many projects that an organization
undertakes as well as any department of the organization
Communication management is vital for any organization irrespective of its size. It contributes to
achieving the company's overall objectives as well as creates a positive and friendly
environment. An effective communication process within the organization will lead to an
increase in profits, high employee satisfaction and brand recognition.
The Five W's of Communication Management
The five W's in communication are crucial and need to be addressed for a project or
organizational function to be successful by means of an effective communication management.
Following are the five W's of communications management:
What information is essential for the project?
Who requires information and what type of information is needed?
What is the duration of time required for the information?
What type or format of information is required?
Who are the person/s who will be responsible for transmitting the collated information?
The five W's in communication management are only the guidelines. Therefore, you do need to
take other considerations into account, such as cost and access to information.
The Communication Process
The main objective of communication management is to ensure smooth flow of information from
either between two people or a group.
The communication process consists of three main divisions; sender transmits a message
via a channel to the receiver. As per the above diagram, the sender first develops an idea,
which then can be processed as a message.
This message is transmitted to the receiver. The receiver has to interpret the message to
understand its meaning.
When it comes to the interpretation, the context of the message should be used for
deriving the meaning. Furthermore, for this communication process model, you will also utilize
encoding and decoding.
Encoding refers to developing a message and decoding refers to interpreting or
understanding the message. You will also notice the feedback factor, which the sender and
receiver both involve.
Feedback is crucial for any communication process to be successful. Feedback allows
immediate managers or supervisors to analyze how well subordinates understand the
information provided and to know the performance of work.
Methods of Communication
The standard methods of communication that are widely used by managers and organizations
across the world are either written or oral methods.
Apart from these two mechanisms, non-verbal communication is another prominent method
used to assess communication within the organization. Non-verbal communication refers to the
use of body language as a method of communication. This method will include gestures,
actions, physical appearance as well as facial appearance and attitude.
Although most of these methods are still in use for a larger part of the organization, the usage
of e-mail and other electronic mediums as a method of communication has lessened the
need for face-to-face communication. This sometimes leads to situations where both parties
involved do not trust or feel comfortable with each other and also the messages can be easily
misinterpreted.
Oral Communication Skills
A large proportion of oral communication is directly involved in communications management.
For example, if a manager does not converse or make it clear to a sales team, this may lead to
differences in objectives and achievements.
There are two aspects of oral communication, active listening and constructive feedback.
Active Listening - This is where the person, who receives the message pays attention to the
information, interprets and remembers. As you would be aware, listening helps you to pay
attention and following are some points, which illustrate active listening.
Making eye contact with the relevant party
Making sure to clarify questions if it's not clear
Avoiding using gestures, which are distracting or uncomfortable
Constructive Feedback
This is where managers fail most of the time. Feedback needs to be constructive and then it will
help the employees to shape up their performance instead of mere criticism.
Unit 2: Communication and Management
Communication and management are closely linked. Communication refers to the process
by which information is exchanged between two or more people (increasingly, machines
are also included in communication, but we limit the discussion here to communication
between people). Each of the management roles—planning, organizing, leading, and
controlling—depends on effective communication. Managers must be able to receive accurate
information to determine plans, and they must be able to send accurate information for the plans
to be implemented. When information is accurately sent and received, everyone in an
organization can be informed.
The Role of Communication in Management
The role of management is to accomplish the goals of an organization. To do this, managers
create a plan that defines what needs to be done, when it will be done, and how it will be done.
To implement the plan, managers must convey this information to everyone in the organization.
That is, they must communicate the plan to members of the organization. However, managers
need to do much more than just inform people what they need to do to support the plan. They
also must motivate people to support the plan, build commitment to the organization, establish
rapport and collaboration, and keep everyone informed of events and actions that affect the
organization. Good communication not only informs but also helps to create a culture that
makes people feel like they belong to and want to support the organization. The opening
example shows what can result from poor communication. Following are some of the benefits of
effective communication.
Provides clarity. Confusion, uncertainty, and ambiguity make people uncomfortable and
uncooperative. Making roles, responsibilities, and relationships clear gives everyone the
information they need to do their jobs and to understand their contributions to the organization.
Effective communication reduces the cost associated with conflicts, misunderstandings, and
mistakes.
Builds Relationships. A culture that promotes open communication reduces tension between
hierarchical levels of employees, both professionally and socially. In a trusting and collaborative
culture, people are more likely to seek help with problems and to suggest solutions and
improvements. Effective communication creates a collegial culture that fosters teamwork and
encourages cooperation.
Creates commitment. Effective communication involves not only sending information but also
receiving it. By listening to employees’ concerns, allowing them to have input on their work and
their workplace, and giving consideration to their suggestions, managers can make everyone in
the organization feel like they are valued contributors. When employees feel like they are valued
in the organization, they will likely be more engaged and motivated. Effective communication
creates support and commitment.
Defines expectations. When people are uncertain about what is expected of them and how
they will be evaluated, they can’t do their jobs well. Performance reviews are difficult because
the employee does not know the performance standards they are expected to meet. And if
corrective measures are necessary, the employee may be resentful if he can’t see how his
behaviors reduced his effectiveness. When expectations and standards are clear, employees
know what they need to do to get a positive review and the benefits that come with it.
These are just a few of the many benefits that come from effective communications. Managers
can only reach organizational goals when the people in the organization are committed to the
goals. People perform much better when they are informed and involved.
The Communication-Process Model
The communication process may seem simple: one person sends a message and others
receive it. The process becomes more complex, however, because the information in the
message must be sent and received accurately. The communication-process model describes
how the information is sent and received.
The person initiating the communication, the sender, has information he wants the other
person, the receiver, to know. However, before it can be sent, the information has to be
encoded into a form that can be transmitted. In a simple case, the information is put into
words spoken to the receiver. Or the information may be converted into printed text, tables,
charts, or graphs given to the receiver. In a more complicated case, the information is encoded
into words or images that are then converted into electronic signals sent to the receiver.
The channel is the medium through which the information is conveyed. It could be air
conveying sound waves, paper conveying text and images, or wires or magnetic fields
conveying electronic signals. (We will discuss channels in more detail later in this module.)
The receiver reverses the process. She receives the encoded message and then decodes
it. That means she converts the message back into information that can be understood. In
an interactive communication process, the receiver can send feedback to the sender to
indicate that the message has been received and how it has been interpreted. This can start an
interactive back-and-forth exchange that can assure the sender that the message has been
received and understood correctly.
The two-person model can be generalized to the case of one person communicating with
many others. It could be a person making a presentation to a roomful of people, a manager
sending an e-mail to employees, a Facebook post to friends, or a tweet to hundreds of
followers.
Common Missteps in Communication
The first misstep can occur when the information to be communicated is not encoded correctly.
The first step in good communications is being able to clearly and concisely convey
information, whether written, spoken, graphic, or numerical. If information is not encoded
properly, nothing else matters.
Missteps also occur during decoding when the receiver interprets the message differently
than the sender intended. Because feedback is a message sent in the opposite direction,
from the receiver to the sender, all of these problems can occur during feedback. In many
cases feedback is not important and is not wanted. Much information that is communicated is
intended to keep people informed, and acknowledgement or response is not expected.
Feedback is important to be certain that both the sender and receiver have the same
information and interpret it the same way. The initial sender must be sure that she understands
the feedback provided by the sender, asks questions to clarify any misinterpretation, and
responds to any questions. The last step in good communication is to be a good listener.
Formal and Informal Communication Systems
Formal communication systems are the methods used to convey information necessary for
conducting the business of the organization. Formal communications conform to rules and
regulations prescribed by the profession or law (for example, formal reporting procedures for
tracking injuries in the workplace). This is information that flows within the chain of command or
within task responsibilities. The formal communication system makes sure necessary
information flows through the organization and that dissemination of this information is
controlled. Not everyone in an organization has access to progress reports or attends project
meetings. Formal communication systems ensure that information is available to those who
need it and not to others.
Informal communication systems are outside of the formal system. Informal systems can
connect almost anyone in an organization to anyone else. They skip over hierarchical levels and
between departments and functions. However, informal communication systems are not
necessarily disruptive. In many organizations, the informal network is the primary way
information is spread and work gets done. There are some organizations where getting a job
done depends more on who you know than what you know.
- A social network is a system of personal relationships that cross hierarchical,
departmental, and organizational boundaries. A simple social network system is shown
in the following diagram. In a social network, an individual can reach out to anyone else
in his network for information or assistance. Through the linking member, he can also
seek help from another group. People with large social networks have access to much
information, and linking individuals can spread information through an organization.
Linking individuals can be very influential in an organization.
- The grapevine is how gossip is spread through an organization. Another term for a
grapevine is a rumor mill. Almost everyone engages in gossip in some manner, so it is a
very effective way of spreading information. In fact, information often spreads faster
through the grapevine than through formal information channels. Unfortunately, the
information is not controlled, and it can be distorted or even totally fabricated. The
grapevine is particularly important when formal communications are inadequate. People
don’t like to be uncertain about conditions that affect them. When information is not
provided by the formal system, they seek and spread information through the grapevine.
Unlike a social network, a grapevine is unstructured and transitory, although the
grapevine can follow social network links. Information flows in the grapevine through
chance encounters, informal meetings, and overheard conversations. Electronic
communication and social media has greatly increased the speed and spread of
grapevines.
Importance of communication in Management
Communication is one of the most important tool in the process of management. It influences
every function of management. Managers at various levels use the communication system to
plan, organize, direct and control activities and efforts of people. Every organization should build
an effective system of communication for facilitating job performance and promoting satisfaction
among people.
1. Smooth working of the Enterprise
Communication ensures the smooth working of the enterprise. It plays an important role in all
types of organizations. It solves a lot of problems in the case of complex organization. The
successful completion of tasks on the part of the superiors depends upon the nature and flow of
communication they receive from the subordinates. Similarly, the work of the subordinates also
to a large extent depends upon the communication they receive from the superiors.
2. Quick Decision and Implementation
Managers need information, reports, statements from various sources for formulating plans and
taking various decisions. Further, the managerial decisions and plans are to be communicated
to the subordinates. However, intelligent the personnel may be it would be of no benefit if the
higher level management cannot effectively communicate policies and decisions to them.
The effective implementation of plans and decisions depends upon the nature of
communication. It is said that communication acts as a driving force which keeps all the
individuals working as per the expectations of the top management.
3. Coordination
The communication system plays a vital role in coordination of efforts and activities within single
work units are between the various subsystems of the organization. Only through
communication, coordination between various individuals and activities can be brought out.
4. Direction and Leadership
Communication system is used by the managers to clarify organizational and departmental
objectives, policies and programmes, issues instructions, assignment of job to their
subordinates, to advise, guide and assist the subordinates on which, how, when and where jobs
so assigned are to be performed, to motivate, praise their subordinates and so on. Thus,
managers perform their direction and leadership function through the communication system.
5. Managerial Control
Managerial control function involves the measurement of actual performance, comparing it with
set standards and taking corrective actions in case of deviations if any. The communication
system plays a critical role in managerial control function also. The control process is lubricated
through the communication of information at all relevant points.
Information with regard to plans, programmes and budgets is to be communicated to managers
responsible for determination of standards of performance and also to subordinates who have to
meet them through various operations. As and when the actual performance is measured and
recorded, information in the form of reports have to be prepared and communicated to the
concerned managers for purpose of evaluation. Necessary corrective action, if any, needed in
case of deviations, are also to be fed back to the operating system to set right the processes in
the future. All this can be made possible only when there is an efficient communication system.
6. Management of Change
Communication is very much needed when there is a change in organizational systems,
structures, processes and practices. The objectives of proposals and programmes of
organizational change, its elements and implications should be communicated to the persons
who are likely to be affected by it. One of the ways of overcoming resistance to change among
people in an organization is proper and timely communication on the various aspects of change.
7. Achieving the Organizational Goals
Communication also plays an important role in keeping the various subsystems of the
organization together and in moving them in such a fashion to achieve the organizational goals.
In every organization, individuals and groups in one work unit should know what is going on in
other work units for which a smooth and efficient communication system is essential.
8. Democratic Management
If an effective system of communication is adopted, employees can present their ideas,
suggestions, and complaints and employees grievances can be set right at their earliest stage.
This will avoid industrial unrest. It is said that many conflicts arise because of the lack of
communication or misunderstood motives.
9. Prerequisite to work communication
Management cannot communicate to workers unless management itself is informed. Not only
must management know but it must also understand the information well enough to interpret it
to others. Just as a photograph can be no clearer than the negative from which it is printed, the
manager cannot transmit more clearly than he understands.
10. Proper judgement and decisions
It is essential if a manager is to make proper judgements and decisions. The manager is often
completely isolated from the point of performance, and he can serve as a “decision centre” only
to the extent that reports and other information reach him. This requires two-way
communication.
11. The scope of manager’s influence is typically greater than a worker’s. Therefore,
inadequate communication to any one manager can have a direct effect on profit, productivity,
or morale because his wide span of control and coordination affects many people and different
activities.
12. Management communication is necessary because most of the links in the chain of
communication from top to bottom and bottom to top, are in the management group. Each link
attends a new opportunity for distorting, fading and delay.
It would be obvious that communication is the ‘Life-blood’ and foundation stone of the
successful working of an organization, for it puts a check on many rumors, misunderstandings
and gossip when plans, ideas, information, etc., are circulated among employees. At the same
time, it makes their reaction known so that any difficulty in the proper implementation of policies
and the observance of rules may be removed. It is through communication that they submit their
grievances, work reports, suggestions, etc. In fact, an effective and speedy communication
establishes unity among colleagues. For proper co-ordination and control, communication is a
must, for in its absence there cannot be any synchronization of activities, unity in thinking and
working, and co-operation among the employees.
Unit 3: WHY? BE A SKILLED COMMUNICATOR
WRITE FOR BUSINESS
Communication is the heart of business. Short emails, complex reports, private chats,
impassioned pitches, formal presentations, and team meetings move information and ideas
around an organization, define strategy, and drive decisions. Business communication is
concise, direct, clear, and compelling.
WRITE TO BE UNDERSTOOD
Clear and Concise Writing : All writing styles, including business writing, can be written clearly
without losing meaning. Plain language is a term used to describe writing that is clear and
concise. Many businesses and governments are revising traditionally dense, hard-to understand
text using plain-language principles.
THE BUSINESS AUDIENCE
Your audience dictates your business writing style. Keep the following points in mind when
composing:
• Your audience is busy. Busy (and business) readers want concise, no-nonsense information.
• Your audience is analytical. Readers want solid evidence and transparency.
• Your audience is increasingly international. Even though English is the global language of
business, avoid language that could create misunderstandings or confusion for non-native
English speakers.
• Your audience is decisive. Business communication often leads to decisions. Provide
well-reasoned recommendations.
• Decision makers are critical of time wasters. Business moves quickly, so give only pertinent
information. Make that information reliable and easy to access
BE A TOP HIRE
Employers are hungry for people with communication and leadership skills. Job market research
firm Burning Glass reports, “Writing, communication skills, and organizational skills are scarce
everywhere. These skills are in demand across nearly every occupation—and in nearly every
occupation, they're being requested far more than you’d expect based on standard job profiles.”
Hire the Best Writer
Employers are eager to hire good writers because clear writing demonstrates clear thinking.
A 2020 survey reveals that written and verbal communication skills are in the top seven
attributes employers are looking for when hiring new college graduates.
BECOME A LEADER
You become a leader by using your communication skills to learn from people, coordinate their
efforts, share knowledge, communicate high standards, and inspire. Hone your communication
skills and you will be able to powerfully contribute solutions to your workplace and enhance your
own career.
STAY CONNECTED
Human connection is valuable to health, safety, peace, and success. We spend the majority of
our waking time in communication activities, driven to connect—and stay connected—with other
people.
Part of good business communication involves understanding another’s point of view, delivering
bad news clearly but diplomatically, maintaining trust through ethical and honest messaging,
and using language to encourage and motivate a team.
Your study of business communications will not only help you increase your
workplace skills and employable value, but will also help you to live well,
understand others, stay connected, and accomplish your goals.
WRITE LOOK GOOD IN PRINT
When you write for business, write correctly. Simple mistakes can embarrass you
and cost your company real money.
2A: SYNTAX AND WORD CHOICE SYNTAX:
Syntax: the arrangemernt of words and phrases to create well formed message.
1. Write Complete Sentences - Sentence fragments don’t belong in business
writing.
2. Use Strong Subjects - In sentences, subjects are doing the work. Every sentence you
write should have a strong subject. In other words, state clearly who or what is doing the action.
3. Mind Your Modifiers - Adjectives and adverbs modify (describe) other words. A modifier may
be a single word, such as an adjective (which modifies a noun) or an adverb (which modifies a
verb, adjective, or adverb). A modifier may also be a group of words—a phrase.
Dangling Modifiers- Dangling modifiers occur when the noun being modified never actually
appears in the sentence.
Adjectives and adverbs modify other words. A modifier may be a single word, such as an
adjective or an adverb. A modifier may also be a group of words—a phrase.
Misplaced Modifiers- Adverbs also function as modifiers, and the same rule
applies when placing them in your sentences. Keep your adverbs close to the
word they modify.
4. Choose the Right Pronouns - Pronouns are stand-ins for nouns. We use them so that we
don’t need to insert the same noun over and over again in our sentences.
5. Use Who and Whom Correctly - "Who" is used as a subject pronoun, while "whom" is used
as an object pronoun.
When to use "who":
Use “who" when the word is performing the action
Use "who" when you can replace the word with a subject pronoun like "he","she", or "they"
When to use "whom"
Use "whom" when the word is receiving the action
Use "whom" when you can replace the word with an object pronoun like "him","her", or “them”
6. Agree with Antecedents - When pronouns are substituting for nouns, they must agree with
their antecedent. Pronouns must agree with their antecedents in both gender and number.
7. Avoid Ambiguous Pronoun References - Make sure each pronoun refers clearly to only
one antecedent. Multiple nouns in a sentence may leave a reader wondering what exactly a
pronoun is referring to.
8. Create Parallel Expression - This specific rule is part of a larger principle that we’ll call
consistency. Parallelism means using the same word patterns—the same syntax —for similar
parts of a sentence. When these similar elements aren’t parallel, they sound
awkward and out of place.
9. Choose the Right Word - Have you ever spent time scratching your head over whether to
use “affect” or “effect”? If so, you are in good company. Many words are commonly confused.
2B: PUNCTUATION
-Knowing how to punctuate will help you clarify rather than confuse.
10. Be Careful with your Commas - If you place commas wherever you feel like the reader
should take a breath—or simply because the sentence seems long—you’re probably committing
comma errors. Instead, take a rule-based approach to place commas precisely and confidently.
11. If You Must Use a Semicolon, Use it Well - Business writers often avoid semicolons, partly
because they don’t know how to use them. This is unfortunate. A semicolon is uniquely useful in
four specific situations.
12. Use Colons only after Complete Sentences
A colon is used to introduce a list or a series, but it should not be used to interrupt a perfectly
good sentence. Use a colon only when the list or series is preceded by a complete sentence
(i.e.,subject, verb, and complement).
13. Insert Dashes and Hyphens in the Right Places - First, a dash (—) is different from a
hyphen (-). The dash is longer—it indicates an interruption or adds stylistic emphasis to
your point. Dashes, commas, and parentheses can all be used to set off nonessential
information in a sentence.
14. Know When to Use Apostrophes - The apostrophe is the small mark we use to indicate
possession (Darcy’s souffle) or contractions (turning cannot into can’t).
Apostrophes in Contractions (ex.“It is” = “It’s)
Apostrophes in Possesions ( ex.‘’Maria’s Book)
15. Capitalize only when Needed - For the most part, general capitalization rules are the same
ones you probably learned in the third grade and feel are easy to remember, such as
capitalizing the first word of every sentence and capitalizing proper nouns.
Proper Noun in Capitalization (ex. I visited Manila yesterday.)
Capitalizing Titles and Name
Capitalization in Lists
16. Know Your Numbers - Business relies on correctly expressing numbers. The following
basic rules are consistent with the Chicago Manual of Style, but consult your particular
company’s style guide for any differences.
When to Spell-Out Numbers (Spell it out if one digit, Numerals if more than two)
Percentages (Numerals only, ex. 15%, 20%, 30%)
Dates
Money (Currency first then add the Number)
Time (avoid unnecessary zeroes, and capitalized AM/PM)
2C: VERBS
-Verbs are where the action is.
17. Keep Subjects Close to their Verbs - Sentences usually work better when the actor is
clearly identifiable. Strong subjects should also stand close to their verbs. We sometimes refer
to this principle as “verb vicinity”—don’t let a collection of other words come between your verbs
and their subjects.
18. Make Subjects and Verbs Agree - In sentences, subjects always have verbs associated
with them. The subject is the actor, and the verb is the action (or the state of being) Two
situations can cause confusion, however: intervening prepositional phrases (by far the biggest
offender), and other intervening elements..
19. Match Indefinite Pronouns and Verbs - Sometimes, we use relative indefinite
pronouns—words like each, many, a lot, nobody—in place of nouns.
Rule 1 - Indefinite Pronouns
That Are ALWAYS Singular
Rule 2 - Indefinite Pronouns
That Are ALWAYS Plural
Countable Quantities with Plural Verbs
Non-Countable with Singular Verbs
20. Determine the Right Verb Tense - The purpose of a verb’s tense is to indicate the time
frame for an action or state of being. Using the wrong verb tense might create confusion about
when something is happening, has happened, or will happen.
21. Prefer Active Voice - Business writing is known for being direct and to the point. In most
situations, you should favor active rather than passive verb constructions. Active voice means
that the subject is clearly doing the action.
22. Use the Correct Mood - A sentence’s verb can express a variety of what are called moods.
The mood indicates how the speaker feels about the sentence.
The three most common verb moods in English are the following:
1. The Indicative is the most common mood. It is used to make statements. I love broccoli.
2. The imperative mood issues a command. (Note that the subject in imperative sentences is an
implied “you.”) Be kind.
3. The subjunctive mood indicates uncertainty. The writer might be articulating a possibility, a
hope, a wish, or a hypothetical. This mood presents the greatest challenge to writers.
