Chapter 1
Introduction to Management
Communication
Introduction
All of us know that man is a social animal. He cannot survive in isolation. As a member of the
society he is dependent on others. For most of the things he has to take help from others. But the question
is, how does one know what the other wants? One has to convey his feelings, thoughts, ideas,
requirements, experiences, etc. to another in such a way that the latter understands those correctly. The
same thing happens with business also. It provides information to the customers, government, owners,
employees, etc. and at the same time receives information from them.
After studying this lesson, you will be able to:
 define communication;
 state the elements of the communication process;
 explain the importance of communication in business;
 identify the types of communication;
 describe different means of communication.
【本章内容概要】
众所周知，具有社会性的人不能脱离他人而存在，他和社会中的其他人相互依存。因
此，他必须要了解他人的想法，并且能表达自己的意见，他必须要以对方能理解并接受的
方式表达自己的感觉、想法、意见、要求和经验。在商业环境中，我们同样需要与客户、
政府、所有者和雇员进行信息交流。因此，你必须明白什么是沟通，沟通过程的组成要素，
沟通在商业中的重要性，沟通的类型和沟通的不同方法。
Text
Section 1: Defining Communication
1. Communication
Every day you talk to the members of your family, friends and relatives on various matters.
管理沟通双语教程
You receive letters from your friends and relatives on different occasions. You also reply to their
letters. Sometimes to convey urgent message you send telegrams or make telephone calls. In this
process you are able to share the information with others. Similarly they also share their
experiences with you. You must have observed that in an office the officer rings a bell to call the
attendant; people stop their vehicle at road-crossings after looking to the red light of the traffic
signal and then start moving after seeing the green light. Also in a school, students assemble for
prayer after hearing the school bell. Through these means some message is conveyed and
understood even without speaking or writing. All these activities of sharing or exchanging
information, ideas and experiences between two or more persons are known as communication.
With every interaction, whether active or passive, we find ourselves communicating with
other people. Even our silence connotes some intention, which others may interpret at their
discretion. Whether by artifact or by attendance, every human being constantly participates in
the process of communication. The field of Communication Theory exists at a crossroads of
Psychology and Sociology, borrowing heavily from each, illuminating a process that defines
what it is to be human.
Communication is the activity of conveying information. Communication has been derived
from the Latin word “communis”, meaning to share. Communication requires a sender, a
message, and an intended recipient, although the receiver need not be present or aware of the
sender’s intent to communicate at the time of communication; thus communication can occur
across vast distances in time and space. Communication requires that the communicating parties
share an area of communicative commonality. The communication process is complete once the
receiver has understood the message of the sender. Feedback is critical to effective
communication between parties. Communication may be defined as - “A process of sharing facts,
ideas, opinions, thoughts and information through speech, writing, gestures or symbols between
two or more persons”.
【中文释义概要】
人类时时刻刻都在进行沟通活动。沟通是一个传递信息的活动，它可以被定义为“沟通
者和沟通对象之间通过话语、写作、体态和信号共同分享事实、想法、意见和信息的过程”。
2. Management Communication
At the Communication in today’s business place has become more complex, with the
introduction of technology presenting both opportunities and challenges. Robust organizations
demand effective communicators that can effectively manage business and organizational
changes, concerns or events using technological as well as traditional means.
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Management Communication is about the movement of information and the skills that
facilitate it—speaking, writing, listening, and processes of critical thinking - but it’s more than
just skill. It’s also about understanding who you are, who others think you are, and the
contributions you as an individual can make to the success of your business. It’s about
confidence—the knowledge that you can speak and write well, that you can listen with great
skills as others speak, and that you can both seek out and provide the feedback essential to your
survival as a manager and a leader.
Management Communication is goal oriented. The rules, regulations and policies of a
company have to be communicated to people within and outside the organization. Management
Communication is regulated by certain rules and norms. In early times, management
communication was limited to paper-work, telephone calls etc. But now with advent of
technology, we have cell phones, video conferencing, emails, and satellite communication to
support management communication. Effective management communication helps in building
goodwill of an organization.
Effective Communication is significant for managers in the organizations so as to perform
the basic functions of management, i.e., Planning, Organizing, Leading and Controlling.
Communication helps managers to perform their jobs and responsibilities. Communication
serves as a foundation for planning. All the essential information must be communicated to the
managers who in-turn must communicate the plans so as to implement them. Organizing also
requires effective communication with others about their job task. Similarly leaders as managers
must communicate effectively with their subordinates so as to achieve the team goals.
Controlling is not possible without written and oral communication.
Managers devote a great part of their time in communication. They generally devote
approximately 6 hours per day in communicating. They spend great time on face to face or
telephonic communication with their superiors, subordinates, colleagues, customers or suppliers.
Managers also use Written Communication in form of letters, reports or memos wherever oral
communication is not feasible.
Thus, we can say that “effective communication is a building block of successful
organizations”. In other words, communication acts as organizational blood.
【中文释义概要】
“管理沟通”是目标导向的，它是沟通者为了获取沟通对象的反馈而向对方传递信息
的全部过程，它被公司的规则、政策和条文所限定。有效的沟通对管理者执行基本管理职
能具有重大意义，它能帮助管理者更好地完成他们的工作和履行他们的职责。
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管理沟通双语教程
3. Importance of Communication in an Organization
Communication is neither transmission of message nor message itself. It is the mutual
exchange of understanding, originating with the receiver. Communication needs to be effective
in business. Communication is essence of management. The basic functions of management
(Planning, Organizing, Staffing, Directing and Controlling) cannot be performed well without
effective communication. Management communication involves constant flow of information.
Feedback is integral part of business communication. Organizations these days are very large. It
involves a number of people. There are various levels of hierarchy in an organization. Greater
the number of levels, the more difficult is the job of managing the organization. Communication
here plays a very important role in process of directing and controlling the people in the
organization. Immediate feedback can be obtained and misunderstandings if any can be avoided.
There should be effective communication between superiors and subordinated in an organization,
between organization and society at large (for example, between management and trade unions).
It is essential for success and growth of an organization. Communication gaps should not occur
in any organization.
The importance of communication in an organization can be summarized as follows:
 Communication promotes motivation by informing and clarifying the employees about
the task to be done, the manner they are performing the task, and how to improve their
performance if it is not up to the mark.
 Communication is a source of information to the organizational members for
decision-making process as it helps identifying and assessing alternative course of
actions.
 Communication also plays a crucial role in altering individual’s attitudes, i.e., a well
informed individual will have better attitude than a less-informed individual.
Organizational magazines, journals, meetings and various other forms of oral and
written communication help in building employee’s attitudes.
 Communication also helps in socializing. In today’s life the only presence of another
individual fosters communication. It is also said that one cannot survive without
communication.
 Communication helps controlling organizational member’s behavior in various ways.
There are various levels of hierarchy and certain principles and guidelines that
employees must follow in an organization. They must comply with organizational
policies, perform their job role efficiently and communicate any work problem and
grievance to their superiors. Thus, communication helps in controlling function of
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management.
【中文释义概要】
沟通在一个组织中的重要性可概括如下：
（1）通过明确地告知员工其需要完成的任务、完成方式，以及如何提升绩效来提升
员工的积极性。
（2）沟通是信息的来源，通过识别和评估行动的替代方案，帮助组织成员做出决策。
（3）沟通在改变个人的态度方面起着至关重要的作用，一个消息灵通的人会比一个
不知情的人拥有更好的态度。
（4）沟通有助于社交活动，人们的生存离不开沟通。
（5）沟通有助于以各种方式控制组织成员的行为。在组织里面，员工必须遵循不同
层次的原则和准则。员工必须遵循组织的政策，履行自己的工作，并就工作中的问题和上
司进行有效沟通。
Section 2: Communication Process
1. Communication Process
Communication is a process of exchanging verbal and non-verbal messages. It is a
continuous process. Pre-requisite of communication is a message. This message must be
conveyed through some medium to the recipient. It is essential that this message must be
understood by the recipient in same terms as intended by the sender. He must respond within a
time frame. Thus, communication is a two-way process and is incomplete without a feedback
from the recipient to the sender on how well the message is understood by him.
This process of communication always contains messages, which are to be transmitted
between the parties. There are two parties—one is “Sender”, who sends the message and the
other “Receiver”, who receives it. Generally the process of communication is said to be
completed when the receiver understands the message and gives the feedback or response. At
road-crossings red light of the traffic signal sends the message to stop the vehicle. When people
stop their vehicles by seeing the red light, it is the feedback or response. This feedback may be in
any form. Even while talking to your friend, “nodding of the head” is treated as feedback. Thus,
feedback becomes an essential element in the process of communication along with message,
sender and receiver.
The main components of communication process are as follows:
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
Context
Communication is affected by the context in which it takes place. This context may be
physical, social, chronological or cultural. Every communication proceeds with context. The
sender chooses the message to communicate within a context.

Sender/Encoder
Sender/Encoder is a person who sends the message. As shown in Figure 1-1, a sender
makes use of symbols (words, graphic or visual aids) to convey the message and produce the
required response. For instance, a training manager is conducting training for new batch of
employees. Sender may be an individual, a group or an organization. The views, background,
approach, skills, competencies, and knowledge of the sender have a great impact on the message.
The verbal and non-verbal symbols chosen are essential in ascertaining interpretation of the
message by the recipient in the same terms as intended by the sender.
Message
Sender
Recipient
Feedback
Feedback
Figure 1-1

Transactional Model of Communication
Message
Message is a key idea that the sender wants to communicate. It is a sign that elicits the
response of recipient. Communication process begins with deciding about the message to be
conveyed. It must be ensured that the main objective of the message is clear.

Channel
Channel is a means used to exchange/transmit the message. The sender must choose an
appropriate channel for transmitting the message else the message might not be conveyed to the
desired recipients. The choice of appropriate channel of communication is essential for making
the message effective and correctly interpreted by the recipient. This choice of communication
channel varies depending upon the features of communication. For instance, written channel is
chosen when a message has to be conveyed to a small group of people, while an oral channel is
chosen when spontaneous feedback is required from the recipient as misunderstandings are
cleared then and there. Communication channels can be categorized into two main categories:
direct and indirect channels of communication.
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Direct channels are those that are obvious and can be easily recognized by the receiver.
They are also under direct control of the sender. In this category are the verbal and non-verbal
channels of communication. Verbal communication channels are those that use words in some
manner, such as written communication or spoken communication. Non-verbal communication
channels are those that do not require silly words, such as certain overt facial expressions,
controllable body movements (such as that made by a traffic police to control traffic at an
intersection), color (red means danger, green means go, etc.), sound (sirens, alarms, etc.).
Indirect channels are those channels that are usually recognized subliminally or
subconsciously by the receiver, and not under direct control of the sender. This includes kinesics
or body language that reflects the inner emotions and motivations rather than the actual delivered
message. It also includes such vague terms as “gut feeling”, “hunches” or “premonitions”.

Recipient/Decoder
Recipient/Decoder is a person for whom the message is intended/aimed/targeted. The
degree to which the decoder understands the message is dependent upon various factors such as
knowledge of recipient, their responsiveness to the message, and the reliance of encoder on
decoder.

Feedback
Feedback is the main component of communication process as it permits the sender to
analyze the efficacy of the message. It helps the sender in confirming the correct interpretation
of message by the decoder. Feedback may be verbal (through words) or non-verbal (in form of
smiles, sighs, etc.). It may take written form also in form of memos, reports, etc.
【中文释义概要】
沟通其实就是一个信息交换的过程。信息凭借一种媒介从发起者向接收者进行传播。
这种传播途径可以是直接的，也可以是间接的。接收者以一定的方式理解发起者所传递的
信息并做出相应的回应。
沟通过程主要包括以下要素：沟通环境、发送者/编码者、信息、渠道（包括直接渠道
和间接渠道）、接收者/解码者、反馈。
2. Means of Communication
Management Communication can be of two types: oral communication and written
communication.
Oral Communication
Oral communication, while primarily referring to spoken verbal communication, can also
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employ visual aids and non-verbal elements to support the conveyance of meaning. Oral
communication includes speeches, presentations, discussions, and aspects of interpersonal
communication. As a type of face-to-face communication, body language and voice tonality play
a significant role, and may have a greater impact upon the listener than informational content.
This type of communication also garners immediate feedback. An oral communication can be
formal or informal. Generally management communication is a formal means of communication,
like: meetings, interviews, group discussion, speeches, etc. An example of informal management
communication would be—Grapevine.
Written Communication
Written means of management communication includes—agenda, reports, manuals, etc.
Written communication has its historical development. Over time the forms of and ideas about
communication have evolved through progression of technology. Advances include
communications psychology and media psychology; an emerging field of study. Researchers
divide the progression of written communication into three revolutionary stages called
“Information Communication Revolutions”. During the first stage, written communication first
emerged through the use of pictographs. The pictograms were made in stone, hence written
communication was not yet mobile. During the second stage, writing began to appear on paper,
papyrus, clay, wax, etc. Common alphabets were introduced and allowed for the uniformity of
language across large distances. A leap in technology occurred when the Gutenberg
printing-press was invented in the 15th century. The third stage is characterized by the transfer
of information through controlled waves and electronic signals.
There are various ways through which we communicate with each other. These may be
called as the means of communication. In face-to-face contact we use different parts of our body
or we directly talk to others while communicating our message. Where face-to-face
communication is not possible, we take the help of some other means through which we usually
convey our messages. For example, we may use letters to convey written messages; talk to
others over telephones; send telegrams and use various other modern machines (such as
computers, fax machine, ect.) to communicate our messages. The means to be used in our
communication process depend upon the purpose of communication. For example, to send any
urgent message we generally use telephone; for any important matter for which a written
document is required, we use letter, telegram, fax, etc. Now-a-days modern technology has given
us a wide option to choose the means according to our requirement and liking. Let us discuss
some of the important means of communication commonly used in management.

Letters
Letters are a written form of communication. These can be sent or received by individuals
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or organizations. Written messages in the form of letters can be delivered to the receivers
through special messenger, post offices or private couriers. This method is mostly used where
face-to-face communication is difficult or other means are not easily available. It helps in
keeping a record of the communication. The cost involved is low in this means of
communication.

Telegram
It is also a form of written communication by which messages can be sent quickly to distant
places. It is generally used when there is an urgency of communicating any important message.
It transmits message much faster than ordinary postal mail. This facility is available in all
telegraph offices, where on payment of specific fee, we send our message. Charges are payable
on the basis of the number of words used in writing the message including the address of the
receiver and sender’s name. Hence, telegraphic messages are written in brief.
Telegrams can be sent as ordinary or express. Express telegrams travel faster than ordinary
telegram, for which extra charge is to be paid. To send telegrams to foreign countries cablegrams
are used. Telegrams can also be sent by using telephone, which is called as phonogram. Here by
ringing up the telegraph office through a telephone, the message can be recorded and later the
telegraph office transmits the message to the receiver.

Phones
Telephone is a very popular form of oral communication. It is widely used for internal and
external management communications. Long distance communication is facilitated by STD
(Subscriber Trunk Dialing) while international communication can be made through ISD
(International Subscriber Dialing) facilities. Both government and private agencies provide
telecom services. Telephone is mostly preferred as it helps in establishing instant
communication.
In business firms as well as government and private offices automatic switchboards known
as private automatic branch exchange (PABX) are installed to facilitate internal as well as
external communication.
Now-a-days mobile phones are very popular as they give an access to the receiver at
anytime, anywhere. This is an improvement over the fixed line telephone. It possesses many
modern features like Short Messaging Services (SMS), Multi Media Messaging Services (MMS),
etc., by using which written messages can be sent to the receivers. Both private as well as
government organizations provide this services.

Telex
Telex provides a means of printed communication using teleprinter. Teleprinters consist of
machines installed at different places which are connected to a central exchange through cable.
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In each machine a standard keyboard is fitted. Any message typed by using those keyboards at
one end is automatically typed at the other end. Hence instant transmission is possible.

Fax
Fax or facsimile is an electronic device that enables instant transmission of any matter,
which may be handwritten or printed like letters, diagrams, graphs, sketches, etc. By using
telephone lines this machine sends the exact copy of the document to another fax machine at the
receiving end. For sending any message the documents on which message, diagram or drawing
is typed or drawn has to be put in the fax machine and the fax number (a telephone number) of
the other party has to be dialed. Then the fax machine at the receiving end will instantly produce
the replica of the matter. This is the most commonly used means of written communication in
business. The main advantages of fax system are easy operation, instant transmission of
handwritten or printed matters over any distance, simultaneous transmission to two or more
receivers, etc. The machine also records each transaction of communication. The only limitation is
that fax machines accept document up to a standard size. Again, as a usual practice, a copy of the
same document is sent to the receiver through post for their record. The receiver at the other end also
makes a photocopy of the document immediately after receiving the message through fax machine,
because there may be chances that the ink used by the machine may fade away after some time.

E-mail
Electronic mail, popularly known as e-mail is a modern means of communication. The system
makes use of electronic methods of transmitting and receiving information. In this case individuals,
through the internet, open an e-mail account in their name from any ISP (Internet Service Provider). Then
letters, messages, pictures or sounds can be sent through their computer to the e-mail accounts of other
individuals. Whenever the other person will access his e-mail account he receives the message. The
information is communicated audio visually and the process is extremely fast. This method is gaining
popularity with increased use of internet among the users.

Voice Mail
It is a computer-based system for receiving and responding to incoming telephone calls. It
records and stores telephone messages through computer memory. The caller can get the required
information by dialing the voice mail number and then following the instructions of the computer. The
individuals can also record their messages through voice mail. The receivers at their own
convenience can get the message from the machines and take action accordingly.

Teleconferencing
Conference generally refers to a meeting of people for consultation or discussion regarding any
common issues. Here people sit together and interact face-to-face with each other. But,
teleconferencing is a system through which people interact with each other without physically
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sitting in front of others. People can hear the voice and see the picture of others and also respond to
their queries even if sitting in different countries. It requires the use of modern electronic devices like
telephone, computers, television, etc. For every teleconferencing a central controlling unit is required
that facilitate the entire process of communication.
There are two different types of teleconferencing. One is audio-conferencing, the other is
video-conferencing. Let us know more about them.
Audio-conferencing: It is a two-way audio communication system in which the participants
listen to the voice and respond immediately sitting at different places. People may listen to the voice
through radio or television and put their queries by using telephone.
Video-conferencing: Besides listening to the voice, the participants of the conference can also see
the picture of each other while talking themselves. This is called video-conferencing. There are two
different types of video conferencing process.
 One-way video and two-way audio: In this system, the participants can listen to the
voice and see the picture of the persons sitting at the studio. The audience maintains a
contact with the studio through telephone and the persons at the studio listen to the
voice of the participants.
 Both way audio and video: Here participants at both the end i.e., studio as well as
audience end, are able to listen to the voice and see the picture of each other while
talking amongst themselves.
【中文释义概要】
沟通，从大体上可分为口头沟通和书面沟通。口头沟通属于面对面沟通，其形式包括
演讲、报告、讨论等。因此，在沟通过程中，身体语言和语气会对沟通效果产生非常重要
的影响。此外，这类沟通能够及时获得接收者的信息回馈。由于各种各样的原因，不可能
所有的沟通都能实现面对面交流，这时就需要书面沟通。书面沟通将发起者所要传达的意
思以某种方式传递给接收者，这种方式可以是书信、邮件、传真、电报等，以达到沟通的
目的。
Section 3: Communication Flows in an Organization
Organizational structure is the overall design of an organization, much like a blueprint
developed to meet the company’s specific needs and to enhance its ability to accomplish goals.
A company’s organizational structure is depicted graphically in an organization chart; an
organizational chart helps define the scope of the organation and the division of specialized tasks
among employees who work interdependently to accomplish common goals.
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To be successful, organizations must create an environment that energizes and provides
encouragement to employees to accomplish tasks by encouraging genuine openness and
effective communication. Organizational communication lays the keystone to every organization
for upbringing and grooming the environment of that particular organization. Organizational
communication is concerned with the movement of information within the company structure.
1. The Levels of Communication
Intrapersonal Communication
Intrapersonal communication is language use or thought internal to the communicator.
Intrapersonal communication is the active internal involvement of the individual in symbolic
processing of messages. The individual becomes his or her own sender and receiver, providing
feedback to him or herself in an ongoing internal process. It can be useful to envision
intrapersonal communication occurring in the mind of the individual in a model which contains a
sender, receiver, and feedback loop.
Intrapersonal communication can encompass:
 Day-dreaming.
 Nocturnal dreaming, including and especially lucid dreaming.
 Speaking aloud (talking to oneself ), reading aloud, repeating what one hears; the
additional activities of speaking and hearing (in the third case of hearing again) what
one thinks, reads or hears may increase concentration and retention. This is considered
normal, and the extent to which it occurs varies from person to person. The time when
there should be concern is when talking to oneself occurs outside of socially
acceptable situations.
 Writing one’s thoughts or observations: the additional activities, on top of thinking, of
writing and reading back may again increase self-understanding (“How do I know
what I mean until I see what I say?”) and concentration. It aids ordering one’s thoughts;
in addition it produces a record that can be used later again. Copying text to aid
memorizing also falls in this category.
 Making gestures while thinking: the additional activity, on top of thinking, of body
motions, may again increase concentration, assist in problem solving, and assist
memory.
 Sense-making; e.g. interpreting maps, texts, signs, and symbols.
 Interpreting non-verbal communication; e.g. gestures, eye contact.
 Communication between body parts; e.g. “My stomach is telling me it’s time for lunch.”
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Interpersonal Communication
Interpersonal communication is defined by communication scholars in numerous ways,
though most definitions involve participants who are interdependent on one another, have a
shared history. Communication channels are the medium chosen to convey the message from
sender to receiver.
Having good interpersonal communication skills support such processes as:
 Parenting;
 intimate relationship;
 management;
 selling;
 counseling;
 coaching;
 mentoring and co-mentoring, which is mentoring in groups;
 conflict management.
Group Communication
Group communication refers to the nature of communication that occurs in groups that are
between 3 and 12 individuals. Small group communication generally takes place in a context
that mixes interpersonal communication interactions with social clustering.
Organizational Communication
Organizational communication arises when groups discover that they are unable to
accomplish their goals without some kind of organization. Thus, organizations are combinations
of groups formed in such a way that large tasks may be accomplished.
Public Communication
It’s at the heart of our economy, society, and politics. Studios use it to promote their films.
Politicians use it to get elected. Businesses use it to burnish their image. Advocates use it to
promote social causes. It’s a field built on ideas and images, persuasion and information,
strategy and tactics. No policy or product can succeed without a smart message targeted to the
right audience in creative and innovative ways.
【中文释义概要】
一般来说，沟通是指多方参与下的信息交流，如人际沟通、团队沟通、组织沟通、大
众沟通等。其实沟通也可以在个体上发生，即发起者与接收者都同属一人——自己与自己
交流。
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2. Communication Flow in Organizations
The flows of communication within an organization follow both formal and informal
channels. Informal communication, generally associated with interpersonal, horizontal
communication, was primarily seen as a potential hindrance to effective organizational
performance. This is no longer the case. Informal communication has become more important to
ensuring the effective conduct of work in modern organizations. Formal Communication is the
easiest way to communicate in the workplace, because it’s all predefined by the organizational
structure.
The organizational chart lays out the reporting structure, lines of authority and channels of
communication.
The typical organizational structure looks like a pyramid, at the top you find the big boss,
the position that hold the greatest authority, power and responsibility over the rest of the
organization.
Within the framework of the organizational structure, the formal channels of
communication include downward, upward, lateral, diagonal and external communication.
In an organization, communication flows in 5 main directions:

Downward
Downward Flow of Communication: Communication that flows from a higher level in an
organization to a lower level is a downward communication. In other words, communication
from superiors to subordinates in a chain of command is a downward communication. This
communication flow is used by the managers to transmit work-related information to the
employees at lower levels. Employees require this information for performing their jobs and for
meeting the expectations of their managers. Downward communication is used by the managers
for the following purposes:

Upward
Upward Flow of Communication: Communication that flows to a higher level in an
organization is called upward communication. It provides feedback on how well the organization
is functioning. The subordinates use upward communication to convey their problems and
performances to their superiors.
The subordinates also use upward communication to tell how well they have understood the
downward communication. It can also be used by the employees to share their views and ideas
and to participate in the decision-making process.

Lateral/Horizontal
Communication that takes place at same levels of hierarchy in an organization is called
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lateral communication, i.e., communication between peers, between managers at same levels or
between any horizontally equivalent organizational member.

Diagonal
Communication that takes place between a manager and employees of other workgroups is
called diagonal communication. It generally does not appear on organizational chart. For
instance, to design a training module a training manager interacts with an operations personnel
to enquire about the way they perform their task.

External
Communication that takes place between a manager and external groups such as suppliers,
vendors, banks, financial institutes, etc. is called external communication. For instance, to raise
capital the Managing Director would interact with the Bank Manager.
Communication networks
Networks are another aspect of direction and flow of communication. Bavelas has shown
that communication patterns, or networks, influence groups in several important ways.
Communication networks may affect the group’s completion of the assigned task on time, the
position of the de facto leader in the group, or they may affect the group members’ satisfaction
from occupying certain positions in the network. Although these findings are based on
laboratory experiments, they have important implications for the dynamics of communication in
formal organizations.
There are several patterns of communication:
 “Chain”.
 “Wheel”.
 “Star”.
 “All-Channel” network.
 “Circle”.
The Chain can readily be seen to represent the hierarchical pattern that characterizes strictly
formal information flow, “from the top down,” in military and some types of business
organizations. The Wheel can be compared with a typical autocratic organization, meaning
one-man rule and limited employee participation. The Star is similar to the basic formal structure
of many organizations. The All-Channel network, which is an elaboration of Bavelas’s Circle
used by Guetzkow, is analogous to the free-flow of communication in a group that encourages
all of its members to become involved in group decision processes. The All-Channel network
may also be compared to some of the informal communication networks.
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管理沟通双语教程
【中文释义概要】
组织沟通中的信息流动
沟通中所包含的信息由发起者向接收者传播。由于组织结构的特点，信息的传递方向
各不相同，因此，在组织结构中的沟通信息传递大致可分为以下几类：
 由上向下沟通，即由上司向下属发起的沟通。
 由下向上沟通，即由下属向上司发起的沟通。
 平行沟通，即组织中处于同一水平地位的人员进行的沟通。
 对角线沟通，即组织中不同部门中处于不同水平地位的人员进行的沟通。
 对外沟通，即一个组织与其他组织、群体进行的沟通。
 网状沟通，即组织结构网中的成员之间进行的沟通。这类沟通可以是链式、环式，
也可以是星型结构和全部成员相互之间的沟通，还可以是球型方式。
Section 4: Communication Barriers
1. Communication Barriers
Communication is a process by which meaning is assigned and conveyed in an attempt to
create shared understanding. This process, which requires a vast repertoire of skills in
interpersonal processing, listening, observing, speaking, questioning, analyzing, gestures, and
evaluating, enables collaboration and cooperation.
Misunderstandings can be anticipated and solved through formulations, questions and
answers, paraphrasing, examples, and stories of strategic talk. Written communication can be
clear by planning follow-up talk on critical written communication as part of the normal way of
doing business. Minutes spent talking now will save time later having to clear up
misunderstandings later on. Then, take what was heard and reiterate in your own words, and ask
them if that’s what they meant.
An effective and efficient communication system requires managerial proficiency in
delivering and receiving messages. A manager must discover various barriers, analyze the
reasons for their occurrence and take preventive steps to avoid those barriers. Thus, the primary
responsibility of a manager is to develop and maintain an effective communication system in the
organization.
Communication is a process beginning with a sender who encodes the message and passes
it through some channel to the receiver who decodes the message. Communication is fruitful if
and only if the message sent by the sender is interpreted with same meaning by the receiver. If
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any kind of disturbance blocks any step of communication, the message will be destroyed. Due
to such disturbances, managers in an organization face severe problems. Thus the managers must
locate such barriers and take steps to get rid of them.
There are several barriers that affect the flow of communication in an organization. These
barriers interrupt the flow of communication from the sender to the receiver, thus making
communication ineffective. It is essential for managers to overcome these barriers. The main
barriers of communication are summarized below.
Following are the main communication barriers:

Perceptual and Language Differences
Perception is generally how each individual interprets the world around him. All generally
want to receive messages which are significant to them. But any message which is against their
values is not accepted. A same event may be taken differently by different individuals. For
example: A person is on leave for a month due to personal reasons (family member being
critical). The HR Manager might be in confusion whether to retain that employee or not, the
immediate manager might think of replacement because his teams productivity is being
hampered, the family members might take him as an emotional support.
The linguistic differences also lead to communication breakdown. Same word may mean
different to different individuals. For example: consider a word “value”.
 What is the value of this Laptop?
 Does I value our relation?
 What is the value of learning technical skills?
“Value” means different in different sentences. Communication breakdown occurs if there
is wrong perception by the receiver.

Information Overload
Managers are surrounded with a pool of information. It is essential to control this
information flow else the information is likely to be misinterpreted or forgotten or overlooked.
As a result communication is less effective.

Inattention
At times we just not listen, but only hear. For example a traveler may pay attention to one
“NO PARKING” sign, but if such sign is put all over the city, he no longer listens to it. Thus,
repetitive messages should be ignored for effective communication. Similarly if a superior is
engrossed in his paper work and his subordinate explains him his problem, the superior may not
get what he is saying and it leads to disappointment of subordinate.

Time Pressures
Often in organization the targets have to be achieved within a specified time period, the
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failure of which has adverse consequences. In a haste to meet deadlines, the formal channels of
communication are shortened, or messages are partially given, i.e., not completely transferred.
Thus sufficient time should be given for effective communication.

Distraction/Noise
Communication is also affected a lot by noise to distractions. Physical distractions are also
there such as, poor lightning, uncomfortable sitting, unhygienic room also affects
communication in a meeting. Similarly use of loud speakers interferes with communication. In
any communication model, noise is interference with the decoding of messages sent over a
channel by an encoder. There are many examples of noise:
Environmental Noise: Noise that physically disrupts communication, such as standing
next to loud speakers at a party, or the noise from a construction site next to a classroom making
it difficult to hear the professor.
Physiological-Impairment Noise: Physical maladies that prevent effective communication,
such as actual deafness or blindness preventing messages from being received as they were
intended.
Semantic Noise: Different interpretations of the meanings of certain words. For example,
the word “weed” can be interpreted as an undesirable plant in your yard, or as a euphemism for
marijuana.
Syntactical Noise: Mistakes in grammar can disrupt communication, such as abrupt
changes in verb tense during a sentence.
Organizational Noise: Poorly structured communication can prevent the receiver from
accurate interpretation. For example, unclear and badly stated directions can make the receiver
even more lost.
Cultural Noise: Stereotypical assumptions can cause misunderstandings, such as
unintentionally offending a non-Christian person by wishing them a “Merry Christmas”.
Psychological Noise: Certain attitudes can also make communication difficult. For instance,
great anger or sadness may cause someone to lose focus on the present moment. Disorders such
as Autism may also severely hamper effective communication.

Emotions
Emotional state at a particular point of time also affects communication. If the receiver
feels that communicator is angry he interprets that the information being sent is very bad. While
he takes it differently if the communicator is happy and jovial (in that case the message is
interpreted to be good and interesting).

Complexity in Organizational Structure
Greater the hierarchy in an organization (i.e. more the number of managerial levels), more
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is the chances of communication getting destroyed. Only the people at the top level can see the
overall picture while the people at low level just have knowledge about their own area and a
little knowledge about other areas.

Poor retention
Human memory cannot function beyond a limit. One can’t always retain what is being told
specially if he is not interested or not attentive. This leads to communication breakdown.
【中文释义概要】
沟通是沟通者利用一定的途径向接收者发送信息的过程。如果接收者收到发送者的信
息并能正确理解信息的内容，那就说明这次沟通是成功的；反之，则说明本次沟通是失败
的，也就表示本次沟通存在沟通障碍。这些障碍可能是语言差异、信息超载、时间限制、
外界干扰（包括环境、生理、语义、句法、组织、文化、心理等因素造成的干扰）、情感、
组织结构的复杂性，以及记忆力减退等多方面原因造成的。
2. Overcoming Communication Barriers
For the successful running of an organization, it is important that transparency is
maintained among the employees at all levels. Communication barriers must be overcome in
organizations to ensure the free flow of information between the sender and the recipient and for
an effective communication among the employees. Effective communication reduces the error
rate, reduces conflicts and misunderstandings and in turn increases the profitability of the
organization. Every employee must try their level best to avoid the communication barriers in
organizations for an effective business communication.
There are a lot of communication barriers to be faced these days by all. The message
intended by the sender is not understood by the receiver in the same terms and sense and thus
communication breakdown occurs. It is essential to deal and cope up with these communication
barriers so as to ensure smooth and effective communication. Let’s talk about how to overcome
these barriers of communication.
 Eliminating differences in perception: The organization should ensure that it is
recruiting right individuals on the job. It’s the responsibility of the interviewer to
ensure that the interviewee has command over the written and spoken language. There
should be proper induction program so that the policies of the company are clear to all
the employees. There should be proper trainings conducted for required employees
(e.g., Voice and Accent training).
 Use of Simple Language: Use of simple and clear words should be emphasized. Use of
ambiguous words and jargons should be avoided.
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管理沟通双语教程







Reduction and elimination of noise levels: Noise is the main communication barrier
which must be overcome on priority basis. It is essential to identify the source of noise
and then eliminate that source.
Active Listening: Listen attentively and carefully. There is a difference between “listening”
and “hearing”. Active listening means hearing with proper understanding of the message
that is heard. By asking questions the speaker can ensure whether his/her message is
understood or not by the receiver in the same terms as intended by the speaker.
Emotional State: During communication one should make effective use of body
language. He/She should not show their emotions while communication as the receiver
might misinterpret the message being delivered. For example, if the conveyer of the
message is in a bad mood then the receiver might think that the information being
delivered is not good.
Simple Organizational Structure: The organizational structure should not be complex.
The number of hierarchical levels should be optimum. There should be a ideal span of
control within the organization. Simpler the organizational structure, more effective
will be the communication.
Avoid Information Overload: The managers should know how to prioritize their work.
They should not overload themselves with the work. They should spend quality time
with their subordinates and should listen to their problems and feedbacks actively.
Give Constructive Feedback: Avoid giving negative feedback. The contents of the
feedback might be negative, but it should be delivered constructively. Constructive
feedback will lead to effective communication between the superior and subordinate.
Proper Media Selection: The managers should properly select the medium of
communication. Simple messages should be conveyed orally, like: face-to-face
interaction or meetings. Use of written means of communication should be encouraged
for delivering complex messages. For significant messages reminders can be given by
using written means of communication such as: Memos, Notices, etc.
【中文释义概要】
保持组织在雇员心中的透明度对于组织的有效运作是非常重要的，因此，必须克服组
织中的沟通障碍，以确保雇员之间的顺畅交流。减少沟通误差可以提高组织的收益。因此，
每个雇员都应该针对沟通障碍产生的原因，采取相应的措施办法，有效的减少沟通出错率。
常见的克服沟通障碍的方法包括：
 消除认知差异
 使用简洁的语言
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





Introduction to Management Communication
减少、消除噪音强度
积极倾听
调整情绪
简化组织结构
避免信息超载
给予建设性反馈
选择恰当的媒介
New Words
connotes 隐含，暗示，意味着
advent 到来
clarify 使清楚，澄清
hierarchy 分层，等级制度
elicit 引出，探出，诱出（回答等）
pictograph 象形文字，形符
commonality 公共，平民
subordinate 部属，使服从
foster 收养，养育
recipient 接收者，容器，容纳者
grapevine 小道消息
pyramid 金字塔
Key Terms
management communication 管理沟通
message 信息
feedback 反馈
communication network 沟通网络
status effects 地位影响
Syntactical Noise 结构噪音
physical distractions 环境混乱
audience 听众
channel 渠道
context 背景
communication objective 沟通目标
semantic problems 语义问题
cultural differences 文化差异
no feedback 无反馈
Notes
1. comply with：服从，遵从，顺应，照办。
2. decision-making process：决策程序，决策过程。
3. reporting structure：一个组织里的汇报结构和劳动分工。
4. perceptual distortions：感觉失真，由于自我概念、自我理解不够完善，都可能产生
感觉失真。
·21·
管理沟通双语教程
Part One: Case Study
【案例分析】
仅仅几句话能否决定生与死的命运？
1990 年 1 月 25 日晚 7 点 40 分，阿维安卡 52 航班飞行在南新泽西海岸上空 11 277.7
米的高空，机上的油量可以维持近两个小时的航程，在正常情况下飞机降落至纽约肯尼迪
机场仅需不到半小时的时间，这一缓冲保护措施可以说十分安全。然而，此后发生了一系
列耽搁。首先，晚 8 点整，肯尼迪机场管理人员通知 52 航班由于严重的交通问题他们必
须在机场上空盘旋待命。晚 8 点 45 分，52 航班的副驾驶员向肯尼迪机场报告他们的“燃
料快用完了”。管理员收到了这一信息，但在晚 9 点 24 分之前，没有批准飞机降落。在
此期间，阿维安卡机组成员没有再向肯尼迪机场传递任何情况十分危急的信息，但飞机座
舱中的机组成员却相互紧张地通知他们的燃料供给出现了危机。
晚 9 点 24 分，52 航班第一次试降失败。由于飞行高度太低以及能见度太差，因而无
法保证安全着陆。当肯尼迪机场指示 52 航班进行第二次试降时，机组成员再次提到他们
的燃料将要用尽，但飞行员却告诉管理员新分配的飞行跑道“可行”。晚 9 点 32 分，飞
机的两个引擎失灵，1 分钟后，另两个也停止了工作，耗尽燃料的飞机于晚 9 点 34 分坠毁
于长岛，机上 73 名人员全部遇难。
当调查人员调查了飞机座舱中的录音磁带并与当事的管理员交谈之后，他们发现导致
这场悲剧的原因竟然是沟通的障碍。为什么一个简单的信息既未被清楚的传递又未被充分
的接收呢？下面我们针对这一事件做进一步的分析。
首先，飞行员一直说他们“燃料不足”，交通管理员告诉调查者这是飞行员们经常使
用的一句话。当被延误时，管理员认为每架飞机都存在燃料问题。但是，如果飞行员发出
“燃料危急”的呼声，管理员有义务优先为其导航，并尽可能在最短时间内允许其着陆。
一位管理员指出，如果飞行员“表明情况十分危急，那么所有的规则程序都可以不顾，我
们会尽可能以最快的速度引导其降落的”。遗憾的是，52 航班的飞行员从未说过“情况紧
急”，所以肯尼迪机场的管理员一直未能意识到飞行员所面对的真正困境。
其次，52 航班飞行员的语调也并未向管理员传递燃料紧急的危急信息。许多管理员接
受过专门训练，可以在这种情境下捕捉到飞行员声音中极细微的语调变化。尽管 52 航班
的机组成员相互之间表现出对燃料问题的极大忧虑，但他们向肯尼迪机场传达信息的语调
·22·
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Introduction to Management Communication
却是冷静而职业的。
再次，飞行员的文化和传统以及机场的职权也使 52 航班的飞行员不愿意声明情况紧
急。正式报告紧急情况之后，飞行员需要提交大量的书面汇报。另外，如果飞行员被发现
他在计算飞行过程需要多少油量方面疏忽大意，联邦飞行管理局就会吊销其驾驶执照。这
些消极强化物极大阻碍了飞行员发出紧急呼救。在这种情况下，飞行员的专业技能和荣誉
感可以变成赌注。
【问题】
1．阿维安卡 52 航班驾驶员同肯尼迪机场地面管理人员之间是否存在沟通？是否为有
效沟通？
2．阿维安卡 52 航班驾驶员同肯尼迪机场地面管理人员之间的沟通障碍在哪里？如何
克服这样的沟通障碍？
Part Two: Class Practice
1. Prepare a record of your listening, speaking, reading, and writing activities and time
spent in each during the hours of 8 a.m. to 5 p.m. for the next two days. You should attempt to
record the time spent doing each activity for each one-hour time block in such a way that you
obtain a total time for each activity. Be prepared to share your distribution with the class.
2. In groups of three, develop a list of 10 to 12 annoying habits of yours or of others that
create barriers to effective communication. Classify each according to the portion of the
communication process it affects. For each, give at least one suggestion for improvement.
3. Draw an organizational chart to depict the formal system of communication within an
organization with which you are familiar.
Part Three: Discussion Questions
1．Describe five stages in the communication process using the following terms: sender,
encode, channel, receiver, decode, feedback, and barriers.
2．Explain how team environment acts as a strategic force to influence the process of
management communication.
3．Conduct an online search to locate examples of intercultural communication mistakes
made by Chinese companies doing business in another country. How can an organization
improve its diversity awareness to avoid such problems?
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管理沟通双语教程
Part Four: Further Reading
7 C’s of Effective Communication
There are 7 C’s of effective communication which are applicable to both written as well as
oral communication. These are as follows:
1. Completeness: The communication must be complete. It should convey all facts required
by the audience. The sender of the message must take into consideration the receiver’s mind set
and convey the message accordingly. A complete communication has following features:
 Complete communication develops and enhances reputation of an organization.
 Moreover, they are cost saving as no crucial information is missing and no additional
cost is incurred in conveying extra message if the communication is complete.
 A complete communication always gives additional information wherever required. It
leaves no questions in the mind of receiver.
 Complete communication helps in better decision-making by the audience/readers/
receivers of message as they get all desired and crucial information.
 It persuades the audience.
2. Conciseness: Conciseness means wordiness, i.e, communicating what you want to
convey in least possible words without forgoing the other C’s of communication. Conciseness is
a necessity for effective communication. Concise communication has following features:
 It is both time-saving as well as cost-saving.
 It underlines and highlights the main message as it avoids using excessive and
needless words.
 Concise communication provides short and essential message in limited words to the
audience.
 Concise message is more appealing and comprehensible to the audience.
 Concise message is non-repetitive in nature.
3. Consideration: Consideration implies “stepping into the shoes of others”. Effective
communication must take the audience into consideration, i.e, the audience’s view points,
background, mind-set, education level, etc. Make an attempt to envisage your audience, their
requirements, emotions as well as problems. Ensure that the self-respect of the audience is
maintained and their emotions are not at harm. Modify your words in message to suit the
audience’s needs while making your message complete. Features of considerate communication
are as follows:
 Emphasize on “you” approach.
 Empathize with the audience and exhibit interest in the audience. This will stimulate a
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positive reaction from the audience.
 Show optimism towards your audience. Emphasize on “what is possible” rather than
“what is impossible”. Lay stress on positive words such as jovial, committed, thanks,
warm, healthy, help, etc.
4. Clarity: Clarity implies emphasizing on a specific message or goal at a time, rather than
trying to achieve too much at once. Clarity in communication has following features:
 It makes understanding easier.
 Complete clarity of thoughts and ideas enhances the meaning of message.
 Clear message makes use of exact, appropriate and concrete words.
5. Concreteness: Concrete communication implies being particular and clear rather than
fuzzy and general. Concreteness strengthens the confidence. Concrete message has following
features:
 It is supported with specific facts and figures.
 It makes use of words that are clear and that build the reputation.
 Concrete messages are not misinterpreted.
6. Courtesy: Courtesy in message implies the message should show the sender’s expression
as well as should respect the receiver. The sender of the message should be sincerely polite,
judicious, reflective and enthusiastic. Courteous message has following features:
 Courtesy implies taking into consideration both viewpoints as well as feelings of the
receiver of the message.
 Courteous message is positive and focused at the audience.
 It makes use of terms showing respect for the receiver of message.
 It is not at all biased.
7. Correctness: Correctness in communication implies that there are no grammatical errors
in communication. Correct communication has following features:
 The message is exact, correct and well-timed.
 If the communication is correct, it boosts up the confidence level.
 Correct message has greater impact on the audience/readers.
 It checks for the precision and accurateness of facts and figures used in the message.
 It makes use of appropriate and correct language in the message.
 Awareness of these 7 C’s of communication makes you an effective communicator.
Reference
[1] Butler Gillian, Hope Tony. Managing Your Mind. New York: Oxford University
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管理沟通双语教程
Press,1996
[2] Mistry K, Jaggers J, Lodge A, Alton M, Mericle J, Frush K, Meliones J. Using Six
Sigma Methodology to Improve Handoff Communication in High Risk Patients. In. Advances in
Patient Safety: New Directions and Alternative Approaches. Vol. 3. Performance and Tools.
AHRQ Publication No. 08-0034-3. Rockville, MD: Agency for Healthcare Research and Quality;
August 2008
[3] Mehrabian Albert, Morton Wiener. Decoding of Inconsistent Communications. Journal
of Personality and Social Psychology, 1967, 6:109~114
[4] Pearson J. Interpersonal Communication. Glenview, Illinois: Scott, Foreman and
Company,1983
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