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  • BHARATHIDASAN UNIVERSITY (Re-accredited with ‘A’ Grade by NAAC)

    CENTRE FOR DISTANCE EDUCATION PALKALAIPERUR, TIRUCHIRAPPALLI – 24

    M.B.A FIRST SEMESTER

    CORE – II

    MANAGERIAL COMMUNICATION Syllabus Revised from 2017 onwards

    Copy right reserved For Private Circulation only

  • CORE COURSE - II MANAGERIAL COMMUNICATION

    (Syllabus)

    Objectives: The course aims to develop all forms of communication skills of the students to enable them to conduct well in any business process without any communication barrier. To train students to enhance their skills in written as well as oral Communication through practical conduct of this course. This course will help students in understanding the principles & techniques of business communication.

    Unit I Communication – Meaning and Significance for Management – Types of Communication – Media – Barriers to Communication – Principles of Effective Communication.

    Unit II Correspondence – Norms for Business Letters – Letter for different kinds of situations – Personalized stand letters, enquiries, customers’ complaints, collection letters – Sales promotion letters, Application letters.

    Unit III Non-verbal communication – Personal Appearance Posture – Body Language – Use of Charts, Diagrams & Tables – Visual & Audio Visual Aids for communication – Dyadic communication : Face to Face Communication – Telephonic Conversation. Listening: Meaning, Importance, Types of listening, Tips for effective listening, Barriers for listening

    Unit IV Report Writing – Structure of Reports – Long & Short Reports – Formal & Informal Reports – Writing Research Reports, Technical Reports – Norms for including Exhibits & Appendices.

    Unit V Conducting Meetings : Procedure – Preparing agenda, Minutes and Resolutions Conducting Seminars & Conferences : Procedure of Regulating Speech Evaluating Oral Presentation – Group Discussion : Drafting Speech – Negotiation Skills.

    Recommended Text books 1. Business communication – PC Bhatia – Ane books Pvt ltd., - www.anebooks.com. 2. Business communication, principles and methods and Techniques – Nirmal singh,

    Deep and Deep publications Pvt Ltd., - www.ddpbooks.com 3. Business communication – Sathya swaroop Debaish Bhagabandas – PHI learning

    private ltd., 4. Business communication – Meenakshi Raman, Prakash singh, Oxford university press 5. Foundations of Business communication, India Edition – Dona. J. Young Tata mcgraw – Hill.

    http://www.anebooks.com/ http://www.ddpbooks.com/

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    UNIT - I Communication

    Structure 1.0 Introduction 1.1 Objectives 1.2 Meaning of Communication 1.3 Definition of Communication 1.4 Managerial Communication 1.5 Feed back 1.6 Choosing media for Communication 1.7 Different types of Communication 1.8 Essentials of coral Communication

    Check your Progress 1.9 Effective Communication 1.10 Non Verbal aspects of Communication 1.11 Essentials of effective Communication 1.12 How to choose medium? 1.13 Channels of Communication 1.14 Objectives of different types of Communication 1.15 Non verbal Communication 1.16 Body Language 1.17 Conversational Skills 1.18 Interpersonal Communication 1.19 Barriers to Communication

    Check your Progress 1.20 Summary

    Objectives: After studying this unit you should be able to understand

    (1) Meaning of communication (2) Types of communication (3) Effective communication (4) Managerial communication (5) Verbal, Non verbal, Written communication (6) Medium of communication (7) Feed back (8) Barriers to communication

    1.0 Introduction: Many discoveries of science have earned this century the title of ultra modern era. Among the breathtaking improvements in the field of Industry, Technology, Oil, Aviation etc. the most useful and the most modern are found in the field of communication so much so that the world has been converted into a small globe where time and distance have been annihilated. Communication has seen very, very slow development from the days of the Stone Age up to the nineteenth century. The invention of printing hastened the growth of written communication and the invention of the telephone hastened oral communication and thereafter, the growth of communication has become phenomenal, sometimes even hard to believe.

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    In the field of Business Management, communication plays a vital role. If we

    analyses the success story of many companies, we can find that a well-organized communication system is one of the root causes of its success story. As the forces of communication are becoming more and move modernized, it is necessary to make a study of it, to equip ourselves to be the managers of business. The field of business is very closely associated with the customers with whom we have to interact every day. The success of a business manager is directly proportionate to his success in communication, as a communicator as well as a receiver of communication. Even in our daily life we find many failures and bungling just because the right communication does not reach the right person at the right time. A miscarriage in communication leads to untold sufferings to a number of people. All of us have the better experience of wasting time and physical pain just because the right communication did not reach us at the right time. The proverb “A stitch in time saves nine” can be altered in “A communication in time saves many things”. 1.2 The Meaning of Communication: a) The Need for Communication

    A normal human compulsorily needs some kind of communication with some other person or thing. If a person does not communicate anything to anybody he is an abnormal human being and needs psychological counseling or treatment. Apart from this basic need, there are various other needs for communication. (i) Need for Inclusion.

    Everyman is a member in society, in a family, group…etc. He needs good relations with them, a sense of belonging. There is the need for social gathering, family or friends get together etc. We may belong to organizations, associations and there is the need to communicate. (ii) Need for Control

    With regard to power and influence there is a compulsion for communication. Without any communication, you cannot control anything in the world. Controlling people, workers, and friends also requires the right type of communication. (iii) Human Need for Recognition, Affection

    In business, recognition and affection take the shape of partnership, friendship and mutual help to tide over difficulties. It is very difficult not to control one’s own self-expression. 1.3 Communication Defined Various authors and specialists have given various definitions. i) “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons” -- W. H. Newman & C. F. Gummer. ii) “Communication may be broadly defined as the process of meaningful, interaction among human beings. More especially, it is the process by meanings are perceived and understanding is reached among human beings” -- D.E. Mcmefarland. iii) Communication is any behaviour that results in an exchange of meaning -- The American Management Association. iv) “Communication is something so simple and difficult that we can never put it in simple words”, says, T.S. Mathews. Managerial Communication Running an organization is not an easy affair these days, since it is a concerted effort by all in a company. Concerted action is needed to make things go smoothly. From the top boss and

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    other subordinate to mini bosses all must be familiar with the importance of good, relevant and right business communication. It includes formation of ideas, transmitting this to others and understanding by the receiver, followed by expected action. There is always a danger of the message being mutilated by the physical and human intermediaries. It will not be out of place here to mention the children’s game of “passing on the information”. When the news is passed on from one child to the next, after five or six children, the news gets twisted and the opposite information is given by the last child. This is a simple and concrete proof that faultless communication is not that much easy. Great care is essential for passing on the communication. The response from the receiver, the feed back, is the real proof that good communication has taken place. The Process of Communication The following diagram illustrates the process of communication. Shannon – Weaver model

    Information Source: The communication process starts in the mind of the communicator. If it is a company, the

    source is the Board, or Individual officials. Transmitter: One, who passes on the message, carries it. The message is encoded through symbols. Language itself is a tool of encoding the message. Receiver: The message is aimed at him, the target; the receiver has to decode it. Destination: That is the end point of the message only here the process comes to an end. Message: Information passed on is called the message. The message acts as a stimulus and the reaction is the response. Noise: Any outside interference in this process is called noise. If the noise is beyond a certain level, the message will be spoilt. If the message is not understood at 100%, there is no communication. Under normal circumstances, there should be a relevant corresponding respons

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