Introduction:

Managerial communication is the process of sharing information and ideas between managers
and employees within an organization. It's a vital skill that can have a significant impact on
an organization's success.

Managerial communication is essential for effective leadership in any organizational setting.

It involves using verbal, written, and nonverbal communication methods to convey messages
from leaders to their employees and vice versa. As a leader, it is essential to understand how
these different forms of communication can be used effectively to promote understanding,
collaboration, and successful outcomes within an organization.

Definition:

“Communication is an exchange of facts, ideas, opinions or emotions by two or more

persons.” - W.H. Newman

“Communication may be broadly defined as the process of meaningful interaction among

human beings.” - MC Farland

Effective communication as "Purposive interchange, resulting in workable understanding and

agreement between the sender and the receiver of the message”. - George Vardman

FEATURES OF COMMUNICATION:

(1) Two or More Persons

(2) Exchange of Ideas

(3) Mutual Understanding

(4) Direct and Indirect Communication

(5) Continuous Process

(6) Use of Words as well as Symbols

 Communication is a social process as two or more people are involved in it and they
exchange ideas, information and knowledge.
  Communication is a pervasive function. Communication is required in all functions of
management. It is required in planning for the communication of
information. Organising requires communication to transfer information about tasks,
authority and responsibility. Selection, training, appraisal, etc., require the interchange
of facts and ideas with the employees. Thus, communication is a universal element in
the management process.

 Communication is a continuous process. Organisations cannot exist without

communication. It is like the circulation of blood in organisations, as they need to
exchange ideas, facts, information, etc.

 The main aim of communication is to create understanding between sender and

receiver.

 Communication is a two-way process as the sender sends the information and the
receiver receives it. The receiver understands the information and gives feedback.

OBJECTIVES OF COMMUNICATION

1. Job Satisfaction

When management of the company cultivates an atmosphere where employees could openly
and freely speak up their minds, and talk about their demands, desires, and viewpoints. It
would amplify the job satisfaction level of employees. When employees have the freedom to
share their views, they feel motivated, and it would surely make them more satisfied.

2. Friendly Relationship B/W Management & Employees

Communication is the main element that could make or break the relationship at the
organizational, social, personal, and all levels. It’s one of the main objectives of
communication is to make sure that the management, employees, and HR professionals
should have a friendly and harmonious relationship. However, the communication strategy of
the company should be without prejudice and make sure the free flow of information in the
company, so that it would keep on growing.
 3. High Efficiency

In order to amplify the efficiency of the company, the management of the company should
clearly discuss the strategies and practices in the best possible and personalized manner.
However, if you want to amplify the efficiency of employees and the entire organization, then
effective communication would allow you to increase the profitability, sales, and productivity
of the company.

4. Better Coordination

The role of communication becomes critical when we talk about the effective and efficient
management of the company. If the company has the right communication strategies in place,
then management could establish coordination among various functional departments of the
company to draw some results out of it.

5. Managing Resources

A company has to deal with a lot of resources like material resources, inventory, human
resources, financial resources, etc. When it comes to the management of these resources,
communication plays a key role. It allows you to deal with the challenges relevant to the
channelization of various resources, and it is necessary for business owners and management.

6. Brand Promotion

The brand promotional strategy of the company comprises educating customers through
product releases, public relations, advertising, marketing, and publicity. Communication
plays a key role in all of those activities. In fact, it provides the foundation for the branding
and promotion of businesses and companies. How companies communicate with their target
audience tells how strong their relationship with them is.

7. Motivating People

Whether you’re running an educational institute, social welfare trust, or a business; you have
to motivate the morale of your audience, and they would keep on working to achieve the
goals. It all starts with communication with the element of emotional intelligence. However,
it makes employees choose a higher level of performance with excitement and dedication.
Some of the motivating tools that businesses employ are films, talks, meet-ups, lectures,
workshops, etc.
 8. Developing Interest

Some clients are familiar with specific products/services or have got interested in them. Now,
you have to make sure that they should successfully move from the awareness stage to the
conversion and sale, and you can do so with the help of effective communication. When you
communicate with them effectively, they would know the need for the product/service and
show interest in it.

9. Education & Imparting Information

The other important objective of communication is to educate employees and customers and
impart information to them. When your clients and customers inquire about certain
information from you, then you have to answer their questions. While communicating with
them, you have to communicate with them effectively and offer them information whatever
they’re looking for. You can turn the conversation in your favor if you’re directly talking to
them and explaining the features.

10. Establishing Awareness

Establishing brand awareness is one of the most important elements of any business and you
can do it with communication. Businesses believe that they can better promote
their products and services with their own strategies. However, communication offers a lot of
advantages and benefits, and it surely can help businesses to establish brand awareness. If
they communicate better, they can build better spread brand awareness.

11. Orders

Ordering is an authoritative style in communication and you follow this approach when you
have subordinates. They can be discretionary orders, mandatory orders, operational and
procedural orders, specific and general orders, and oral and written orders. While following
the ordering communication style, you should ensure to be complete and clear, and execute it
in a friendly manner.
COMMUNICATION STRUCTURE IN ORGANIZATION
Communication in conflict resolution

Conflict resolution represents a critical aspect of communication, particularly in professional

settings. It involves identifying, addressing, and resolving disagreements in a manner that
respects all parties involved and seeks a ben
beneficial
eficial outcome. By mastering conflict resolution,
individuals can foster healthier relationships, promote a more positive work environment, and
contribute to overall productivity.

Importance of Conflict Resolution Skills in Communication

Conflict resolution skills hold immense importance in communication. They serve as a career
booster, enabling individuals to handle disagreements and misunderstandings effectively.
These skills also play a crucial role in building confidence and overcoming imposter
syndrome, as they equip individuals with the tools to express their views assertively and
negotiate effectively

Conflict Resolution Skills

 Active Listening

 Empathy

 Assertiveness

 Problem-Solving

 Emotional Intelligence

Causes Of Conflict Due To Communication

Conflicts due to communication issues are an inevitable part of the workplace, and fully
understanding their roots is crucial to managing them effectively. Below are several key
causes of communication-related conflicts, each elaborated with context to demonstrate their
impact on organisations.

1. Unclear Expectations

Clarity in communication is paramount, yet often overlooked, leading to confusion and

conflict. Ambiguous instructions leave too much room for interpretation, causing employees
to act based on assumptions rather than clear directives. This lack of clarity can be
particularly detrimental in high-pressure environments where precise outcomes are critical.
For instance, when a project manager issues vague guidelines, it can result in misaligned
team efforts, duplicated work, or completed tasks that don’t meet the project’s needs. Over
time, these petty issues compound, leading to frustration and decreased morale among team
members, ultimately affecting the project’s success.

When conflict arises from unclear expectations, it is crucial to address the root cause through
clear and precise communication.
2. Poor Listening Skills

Effective communication is a two-way street requiring clear articulation and attentive

listening. Poor listening leads to gaps in understanding that can escalate into future disputes.
It often results in missing key details or the complete misinterpretation of information,
drastically altering project outcomes and interactions. For example, critical feedback can be
overlooked in meetings where participants do not actively listen, leading to continued
mistakes and inefficiencies. Enhancing listening skills across an organisation can help ensure
that communications are fully understood and appropriately acted upon, reducing the risk of
conflict.

3. Non-Verbal Miscommunication

Non-verbal cues such as body language, facial expressions, and tone of voice play an integral
role in communication. Misinterpretations of these signals can lead to misunderstandings and
conflict. A manager’s stern tone or crossed arms might be unconsciously interpreted as
aggressive or disapproving, influencing the receiver’s emotional response and potentially
leading to defensive behaviour or disengagement. Awareness and training in non-verbal
communication can help employees understand and better interpret these subtle cues,
reducing misunderstandings.

4. Lack Of Feedback

Feedback is critical in confirming understanding and alignment between communicators.

Without it, employees may continue down a path that diverges from their team’s or
organisation’s goals. A lack of feedback can lead to the entrenchment of bad practices and
growing frustrations as efforts fail to align with expected outcomes. Regular feedback
mechanisms, such as weekly check-ins or review meetings, can help catch and correct
misunderstandings early, preventing them from evolving into larger conflicts.

5. Cultural Differences

The global nature of modern workplaces introduces a wide array of cultural perspectives,
each with its own ways of communicating. Cultural differences can affect communication
styles, conflict tolerance, and dispute resolution preferences. Misunderstandings can easily
arise when these diverse communication styles interact without a mutual understanding of
each other’s backgrounds and expectations. Training in cultural competence can equip team
members with the knowledge and skills to recognize and respect these differences, facilitating
smoother interactions and reducing potential conflicts.

6. Technological Barriers

With the rise of remote work and digital communication platforms, there is an increasing
reliance on technology for daily human interactions. While technology facilitates
connectivity, it also introduces challenges, particularly in conveying tone and intent. Emails
and instant messages can be easily misconstrued without the non-verbal cues available in
face-to-face interactions. Miscommunications that stem from digital correspondence can
escalate quickly if not addressed promptly. Establishing clear guidelines for digital
communication and encouraging video calls when possible can help mitigate
misunderstandings and maintain clarity.

While technology facilitates connectivity, it should not replace human interaction, which is
essential for resolving conflicts effectively.

Importance Of Communication In Conflict Management

Effective communication is not merely about exchanging information; it’s the cornerstone of
building healthy relationships and resolving conflict within any organisation. This section,
backed by research and practical examples, delves into why proficient communication is
crucial in managing and mitigating workplace conflicts.

1. Establishing Mutual Understanding

The first step in the conflict resolution process is to ensure that all parties involved have a
mutual understanding of both the conflict and each other’s perspectives. This understanding
is rarely possible without open and honest communication. Effective communicators use
skills such as active listening and empathetic responses to ensure they fully comprehend the
views of others before expressing their own. For example, a manager mediating a dispute
between two team members might use paraphrasing to confirm their understanding, which
can prevent conflict escalation by clarifying potential misunderstandings at the outset.

2. Building Trust

Trust is fundamental in any relationship and is particularly crucial in conflict resolution.

Effective communication builds trust by demonstrating transparency and consistency. When
employees feel they are being heard and their concerns are addressed openly, trust is built,
and the resolution becomes more feasible. According to a sales force survey, employees who
feel their voice is heard are 4.6 times more likely to feel empowered to perform their best
work, underscoring the link between effective communication, trust, and productivity.

3. Facilitating Mediation

Negotiation and mediation are key processes in resolving conflicts, and both rely heavily on
effective communication skills. Skilled communicators can navigate the complex dynamics
of negotiation by articulating their positions clearly and understanding the opposition’s stance
without becoming adversarial. For instance, during contract negotiations between
departments, clear communication regarding budget constraints and departmental needs can
lead to compromises that serve the broader organisational goals.

4. Preventing Misunderstandings

Many workplace conflicts arise from simple misunderstandings that could be easily avoided
with clear communication. Regular check-ins and feedback loops can help ensure everyone is
on the same page and prevent minor miscommunications from developing into more
significant issues. A study by the Economist Intelligence Unit found that 44% of respondents
cited miscommunication as leading to inefficiency and failure. Thus, improving
communication clarity in projects and daily operations can significantly reduce these costly
misunderstandings. Clear communication is essential in resolving disputes and preventing
misunderstandings from escalating into larger conflicts.

5. Encouraging Collaborative Problem Solving

When open communication is encouraged, team members are more likely to engage in
collaborative problem-solving, leading to innovative alternative solutions that might not have
emerged in a more aggressive environment. By fostering a culture where ideas can be shared
and debated openly, organisations can turn potential conflicts into opportunities for
innovation. This approach is supported by research from MIT, which indicates that teams
with better communication are more creative and efficient at solving problems.

6. Enhancing Emotional Intelligence

Effective conflict management often requires high emotional intelligence, which depends on
proficient communication. Being able to read and respond to the emotions of others are
important aspects that help in de-escalating potential conflicts and addressing the underlying
issues that fuel disagreements. Training sessions focused on emotional intelligence, such as
recognizing and appropriately responding to emotional cues, can substantially improve
individual and team interactions.

7. Aligning Organisational Culture

The way an organisation communicates internally can reflect and shape its culture.
Organisations that prioritise respectful and supportive communication tend to have less
destructive conflicts in a constructive manner. Creating policies that promote open
communication and respect for diverse opinions can help align the organisational culture with
effective conflict management strategies, creating a more cohesive work environment.

8. Reducing Turnover

Effective communication and conflict management contribute to a more satisfying workplace

experience, which can reduce turnover and increase employee engagement. Employees who
feel their workplace handles conflict effectively are more likely to remain with an employer
and are generally more engaged in their work. The cost of turnover due to unresolved
conflicts is significant

WAYS COMMUNICATION CAN MINIMISE CONFLICT

Effective communication is a powerful tool in the prevention and minimization of conflicts

within organisations. By fostering an environment where dialogue is encouraged, and
openness is valued, many potential disputes can be resolved before they escalate. Here are
several ways in which strategic communication efforts can significantly reduce workplace
conflicts.

1. Proactive Information Sharing

Regular and proactive information sharing can prevent the misunderstandings that often lead
to conflicts. When team members are kept informed about project statuses, policy changes, or
company news, it eliminates the potential for rumours and misinformation to spread. For
instance, implementing a weekly newsletter or a daily brief that updates employees on
essential developments can keep everyone aligned and informed, reducing the chances of
conflicts based on misinformation.
2. Establishing Clear Channels

Clear, designated communication channels are vital for ensuring that information flows
efficiently across all levels of an organisation. When employees know where and how to
communicate their concerns and questions, it reduces frustration and prevents the bottlenecks
that can lead to disputes. For example, creating an internal forum or dedicated chat channels
for different projects or departments can facilitate easy and accessible communication.

3. Training In Conflict Communication Skills

Providing employees with training on communicating effectively during a conflict can

drastically reduce the severity and duration of disputes. Effective conflict communication
training includes teaching employees to express their thoughts and feelings clearly without
aggression, listen actively, and seek compromise. Role-playing exercises that simulate
conflict scenarios can be particularly effective in building these skills.

4. Encouraging Open And Honest Feedback

An organisational culture that encourages open and honest feedback can prevent many
conflicts. When employees feel safe to express their concerns and know that their feedback
will be considered constructively, it can prevent the buildup of unspoken resentment and
misunderstanding. Regular feedback sessions, anonymous surveys, and open-door policies
with management can help cultivate this environment.

5. Promoting Empathy Through Communication

Empathy—understanding and sharing another person’s feelings—is crucial in managing and

minimising conflict. Communication practices that promote empathy among team members
can help mitigate potential conflicts by fostering a deeper understanding of differing
perspectives. Techniques such as reflective listening, where listeners repeat what they have
heard to confirm understanding, can enhance empathic communication.

6. Implementing Conflict De-escalation Techniques

Employees can be taught specific communication strategies to help de-escalate conflicts

when they arise. These include remaining calm, using non-confrontational language, focusing
on facts rather than emotions, and clearly stating the consequences of ongoing conflict.
Training employees to use these techniques during heated interactions can prevent conflicts
from escalating beyond control.
7. Recognizing And Addressing Nonverbal Cues

Nonverbal communication, such as body language, facial expressions, and tone of voice,
plays a significant role in how messages are perceived. Educating employees on recognising
and interpreting these cues can help manage conflicts. For example, noticing that a colleague
is closed off or anxious can prompt a more sensitive approach to communication, potentially
avoiding conflicts.

8. Facilitating Mediated Discussions

Sometimes, despite the best communication efforts, conflicts arise, leading to heated
emotions between team members. Resorting to name-calling shuts down the possibility of
open dialogue, which is crucial for finding a solution. Having a protocol for mediated
discussions can help resolve disputes effectively in these instances. Trained mediators can
facilitate communication between conflicting parties to find mutually acceptable resolutions.
This formal mechanism ensures that all voices are heard and the discussion remains
constructive.

COMMUNICATION TIPS TO RESOLVE CONFLICT

Resolving issues effectively is pivotal for maintaining a healthy work environment and
fostering strong, collaborative relationships. Here, we delve deeper into five comprehensive
communication tips, complemented by specific techniques, to help manage and resolve
conflicts effectively.

1. Practise Active Listening

Active listening is a skill that requires full concentration, understanding, and responding to
the concerns being expressed. It involves being a good listener and fully comprehending the
message being communicated. Techniques to improve active listening include:

o Reflective Listening: Repeat what you’ve heard to the speaker to confirm

understanding and show that you are paying attention.

o Nonverbal Cues: Maintain eye contact, nod occasionally, and lean forward slightly to
show engagement.
 o Avoid Interrupting: Let the speaker finish their thoughts without interjecting, which
can escalate tensions.

2. Use “I” Statements Instead of “You” Statements

Switching from “You” statements to “I” statements can change the tone of the conversation
and prevent the other party from becoming defensive. This technique focuses on expressing
your own feelings and perceptions without blaming the other person. For example:

o Instead of saying, “You are always late to meetings,” you could say, “I feel frustrated
when meetings start late because it disrupts the schedule for the day.”

o Structure: Begin statements with “I feel” or “I think” and describe your emotions
and thoughts. Don’t assume things and accuse the other’s behaviour.

3. Focus On The Issue, Not The Person

In conflicts, it’s easy to make personal attacks, which only serve to alienate and antagonise.
To keep discussions productive:

o Identify the Problem: Clearly define what the conflict is about before any
discussions or resolutions are attempted.

o Objective Language: Use neutral language that focuses on the actions and events
rather than personal attributes. For example, discuss the specific issue of missed
deadlines rather than labelling someone as unreliable. This is how you address the
issue as a neutral third party.

4. Develop Negotiation Skills

Effective negotiation skills are crucial in reaching resolutions that all parties understand and
accept. Key negotiation strategies include:

o Prepare: Before entering a negotiation, understand your goals, the goals of the other
party, and have a clear idea of your non-negotiables.

o Win-Win Outcome: Aim for finding solutions that benefits all parties, known as a
win-win outcome, which might involve compromise or finding a common ground that
satisfies both sides.
 o BATNA (Best Alternative to a Negotiated Agreement): Know your best alternatives
if the negotiation fails. This understanding provides leverage and clarity on when to
walk away from the table.

5. Schedule Regular Feedback Sessions

Implementing regular feedback sessions can preemptively address potential conflicts by

providing a platform for concerns and frustrations before they escalate. These sessions
should:

o Be Structured: Have a clear agenda and guidelines on how feedback is given and
received.

o Encourage Honesty: Create a safe environment where employees feel encouraged to

speak openly without fear of repercussions.

o Actionable Follow-Up: Ensure that actionable steps are discussed and implemented
to address the feedback provided.

Employing these techniques requires patience and practice but can significantly enhance your
ability to manage and resolve conflicts. By prioritising clear, empathetic communication and
focusing on problem-solving rather than blame, you can turn potential workplace conflicts
into opportunities for growth and improvement.

COMMUNICATION IN CRISIS

Communication in a crisis refers to the various strategies an organization employs to

disseminate information when a substantial threat to its reputation or regular operations
arises. In the event of an unanticipated crisis, an organization's public relations department
typically develops and implements a crisis communication plan. Companies prepare crisis
communication strategies for a variety of emergencies, such as cyber attacks, bad weather or
public relations mishaps. A team develops a plan to help guarantee that the organization has
the procedures in place before a crisis arises to ensure that crucial information gets to
personnel, media and clients as soon as possible.
5 Cs of crisis communication

1. Concern: Show Empathy

When a crisis happens, it’s essential to show empathy towards those affected. It could be
customers, employees, or stakeholders. They need to know that the company understands
their concerns and is doing everything possible to help.

 Show empathy to those affected.

 Be supportive of people affected.

 Provide comfort to those in distress.

Companies that show concern during a crisis demonstrate their commitment to the well-being
of their customers and stakeholders. It can also help to prevent escalation of the crisis.

2. Commitment: Take Action

Once the crisis has been identified, the next step is to take action. The company must be seen
to be actively managing the situation. Failure to do so can result in additional brand damage
or even legal repercussions.

 Act quickly to address the issue.

 Provide updates on actions taken.

 Don’t make promises that can’t be kept.

It’s essential to be transparent about the steps being taken to resolve the crisis and prevent it
from happening again. This builds trust and shows that the company is committed to the
safety and wellbeing of its stakeholders.

3. Competency: Demonstrate Expertise

During a crisis, it’s vital to demonstrate expertise. The company’s response should show that
it understands the issue and has the experience to manage it. This helps to build trust with
customers and shows that the company is capable of handling the situation.

 Show knowledge of the situation.

 Provide expert advice and guidance.

  Don’t speculate or provide false information.

By demonstrating competency, the company can maintain control of the situation and prevent
rumors and false information from spreading.

4. Clarity: Be Transparent

Transparency is key during a crisis. The company needs to be open and honest about the
situation, what caused it, and what is being done to fix it. By being transparent, the company
can build trust with its customers and stakeholders.

 Provide clear and concise information.

 Be transparent about mistakes made.

 Provide regular updates.

Clear communication helps to prevent misunderstandings and ensures that stakeholders are
kept informed about the situation.

5. Confidence: Project Leadership

During a crisis, it’s essential to project confidence and leadership. The company needs to be
seen as in control of the situation. Stakeholders need to know that the company has a plan, is
taking action, and is handling the situation appropriately.

 Show confidence in the response plan.

 Be decisive in actions taken.

 Provide reassurance to those affected.

Confidence is crucial in maintaining the trust of customers and stakeholders. It also helps to
prevent panic and further damage to the company’s reputation.
 Elements Of A Crisis Communication Strategy

A crisis communication strategy considers the messages that are required to be sent to
individuals who are experiencing the crisis, including employees and their families, partners
and media. These are the basic elements of a crisis communication strategy:

1. Detailed strategy

A crisis communication strategy outlines and explains how an organisation intends to manage
and communicate information regarding a crisis. The strategy includes:
Purpose: Describe the need for the plan and its purpose.
Criteria for implementation: Determine who can implement the plan and under what
conditions.
Procedures: Outline the procedures that are required to be carried out to conduct internal and
external communication.

2. Crisis communication team

A crisis communication team gathers data, develops and disseminates crucial messages and
interacts with the media. They also track the responses of team members in relation to a
crisis. Include a list of the team's members, along with a description of each one's
responsibilities in the plan. Include the names, phone numbers and email addresses of every
team member.

3. Key statements
Create key statements you can use to address any enquiries a company may receive during a
crisis. Consider potential queries from the media and be ready with appropriate responses.
Even though you might not use these statements accurately, they can act as a starting point
and make it easier for you to rapidly convey information without missing key points.
Developing a grid or vulnerability assessment plan to measure a community's or an
organisation's susceptibility to different crises is also a good practice.Refrain from disclosing
names or personal information in the event of accidents involving people until the next of kin
know about the incident. To avoid problems afterwards, request management and the
company's legal department to review all messages before you send them out. It is vital that
these statements establish the root cause of the crisis, explain the outcome of the crisis and
provide a schedule for future events.

4. Protocols for internal communications

Establish how employees receive important communications after a crisis, be it through
departmental meetings, email, the corporate intranet or a combination of these channels.
Consider how you can contact personnel during an emergency or if internal communications
infrastructure breaks down. You can also establish the company's social media policy in the
event of a crisis.

5. Contact information
You may not have time to browse for contacts during a crisis. Acquire contact information
about local government offices, police and fire departments, public health departments and
any other organisations you may require in a crisis. Include the contact information for
influential industry bloggers and the regional, national and trade media on the media list.

6. Appendices
Appendices include rules and regulations, checklists and forms supporting and facilitating
crisis communication. It may include:
 Copies of the company's logos and photos
 Templates for news releases
 Media policy
 Fact sheets
 Contact details for personnel, the media and the crisis communication team members

Important tools and resources for crisis communication

 Communication systems or devices such as phones and fax machines.

 Copies of emergency response, business continuity and crisis communication plans.

 Active social media accounts to post crisis updates.

 Site and building diagrams to facilitate quick evacuations.

  Forms for documenting events for later analyses and investigations.

 Message boards to share updates with employees.

 Webmaster tools or personnel to make quick website updates.

 A call tree

Various Situation of Crisis

1. Natural crisis

2. Technological Crisis

3. Confrontations Crisis

4. Crisis of malevolence

5. Crisis of organizational Misdeeds

6. Crisis of Deception

7. Workplace violence

8. Rumors

Cross Cultural Communication

Cross cultural communication thus refers to the communication between people who have
differences in any one of the following: styles of working, age, nationality, ethnicity, race,
gender, sexual orientation, etc. Cross cultural communication can also refer to the attempts
that are made to exchange, negotiate and mediate cultural differences by means of language,
gestures and body language. It is how people belonging to different cultures communicate
with each other.

Each individual can practice culture at varying levels. There is the culture of the community
he grows up in, there is work culture at his work place and other cultures to which one
becomes an active participant or slowly withdraws from. An individual is constantly
confronted with the clash between his original culture and the majority culture that he is
exposed to daily. Cultural clashes occur as a result of individuals believing their culture is
better than others.

Cross cultural communication has been influenced by a variety of academic disciplines. It is

necessary in order to avoid misunderstandings that can lead to conflicts between individuals
or groups. Cross cultural communication creates a feeling of trust and enables cooperation.
The focus is on providing the right response rather than providing the right message.

When two people of different cultures encounter each other, they not only have different
cultural backgrounds but their systems of turn – talking are also different. Cross cultural
communication will be more effective and easier if both the speakers have knowledge of the
turn taking system being used in the conversation (For example: One person should not
monopolize the conversation or only one person should talk at a time).

Miscommunication in Cross Cultural Exchanges

1) Assumption of similarities : This refers to our tendency to think how we behave and act
is the universally accepted rule of behavior. When someone differs, we have a negative view
of them
2) Language Differences : Problems occur when there is an inability to understand what the
other is saying because different languages are being spoken. Talking the same language
itself can sometimes lead to discrepancies as some words have different meanings in various
contexts, countries or cultures
3) Nonverbal Misinterpretation : The way we dress, the way we express ourselves through
our body language, eye contact and gestures also communicates something. A simple gesture
like nodding the head is considered to be YES in certain cultures and NO in others
4) Preconceptions and Stereotypes : Stereotypes involves putting people into pre-defined
slots based on our image of how we think they are or should be. It may consist of a set of
characteristics that we assume that all members of a group share. This may be true or may be
false. But stereotypes may lead to wrongful expectations and notions. A preconceived
opinion of another can lead to bias and discrimination
5) Tendency to evaluate : Humans tend to make sense of the behavior and communication
of others by analyzing them from one’s own cultural point of view without taking into
consideration why the other person is behaving or communicating a certain way
6) High anxiety : Sometimes being confronted with a different cultural perspective will
create an anxious state in an individual who does not know how to act or behave and what is
considered to be appropriate (For example: A Japanese man and an American having a
business meeting where both are unsure of the other’s cultural norms)

Assignment Questions

1. List the importance of communication in management.

2. Does Communication skill play dominant role in success of Individual?
Explain.
3. Write the Characteristics of successful communication.
4. “Communication is an essential for business concern as blood and breathing is
for life”. Do you agree/ Explain?
5. Explain Communication and negotiation in brief.