Unit 9 – Communication: models, channels, barriers & managerial effectiveness

1. Definition of Communication

Communication in management is the systematic process of creating, transmitting, receiving, and interpreting messages to achieve shared understanding and coordinated action (Robbins & Coulter, 2022). It is both a skill (the ability to convey ideas clearly) and a process (the flow of information through organisational structures).

2. Communication Process

flowchart LR
    A["Sender (Manager)"] --> B["Encoding (choose words, symbols)"]
    B --> C["Message (information)"]
    C --> D["Channel (email, meeting, phone)"]
    D --> E["Receiver (Employee)"]
    E --> F["Decoding (interpretation)"]
    F --> G["Feedback (response)"]
    G --> A

1. Sender decides what to communicate.
2. Encoding translates thoughts into symbols (words, gestures).
3. Message is the content.
4. Channel carries the message (verbal, written, electronic).
5. Receiver gets the message.
6. Decoding interprets the symbols.
7. Feedback closes the loop, confirming understanding.

Worked Example – New Leave Policy Email

3. Types of Communication

4. Communication Channels

Visual of a Common Workplace Channel

5. Barriers to Effective Communication

1. Physical Barriers – Distance, noisy environment, faulty equipment.
2. Psychological Barriers – Stress, prejudice, selective perception.
3. Semantic Barriers – Jargon, language differences, ambiguous terms.
4. Organisational Barriers – Hierarchical silos, unclear authority lines.
5. Technological Barriers – Incompatible software, lack of training.

Mitigation Strategies

• Use simple language and define technical terms.
• Choose appropriate channel based on message urgency and complexity.
• Encourage an open culture where feedback is welcomed.
• Provide training on communication tools.

6. Models of Communication

6.1 Shannon‑Weaver Model

flowchart LR
    S["Source"] --> E["Encoder"]
    E --> M["Message"]
    M --> C["Channel"]
    C --> D["Decoder"]
    D --> R["Receiver"]
    R --> N["Noise"]
    N --> F["Feedback"]

• Emphasises noise (any interference) that can distort the message.
• Useful for analysing technical communication (e.g., data transmission in e‑payment systems).

6.2 Interactive Model

Adds feedback as a two‑way process, highlighting the role of context (environment, culture).

6.3 Transactional Model

Views communication as simultaneous sending and receiving, where both parties are senders and receivers, creating a dynamic field of meaning.

7. Effective Communication Principles for Managers

8. Communication Audits

A communication audit is a systematic review of an organisation’s communication practices to assess effectiveness and identify gaps.

Steps

1. Define objectives – e.g., improve employee understanding of safety protocols.
2. Collect data – surveys, focus groups, message analysis.
3. Analyse channels – usage rates, reach, cost.
4. Identify barriers – language, technology, hierarchy.
5. Recommend improvements – new intranet, training workshops.

9. Role of Communication in Decision Making

• Information Gathering – Upward communication supplies data for analysis.
• Consensus Building – Lateral communication helps align cross‑functional teams.
• Implementation – Downward communication conveys the final decision and action steps.

Real‑World Example – Daraz Order Fulfilment

When a customer places an order, the system sends an order confirmation email (downward). Warehouse staff receive a pick‑list via the internal app (lateral). The manager receives a daily sales report (upward) to decide on inventory replenishment. Each communication step must be clear to avoid delays or errors.

10. Communication in the Digital Age

• Enterprise Resource Planning (ERP) integrates communication across finance, HR, and supply chain.
• Chatbots (e.g., on eSewa) provide instant answers, reducing response time.
• Social Listening Tools monitor public sentiment on platforms like Facebook, informing marketing communication.

Visual of a Mobile Banking Notification

11. In the real world

1. eSewa – Uses SMS and push notifications (channel) to instantly inform users of transaction status, applying the downward communication principle to convey critical information quickly.
2. Khalti – Implements in‑app chat support where customers can ask queries and receive real‑time feedback, exemplifying the interactive communication model with immediate feedback loops.
3. Ncell – Sends targeted promotional offers via WhatsApp; the message is encoded with attractive visuals and a clear call‑to‑action, demonstrating effective visual communication and audience segmentation.

Worked Situation – Bank Loan Interest Disclosure

A loan officer at Nabil Bank must explain a new interest rate to a borrower:

• Encoding: Officer prepares a simple brochure (written) and a short video (visual).
• Channel: Sends brochure via email (formal) and video link via WhatsApp (informal).
• Decoding: Borrower reads brochure, watches video, asks clarifying questions.
• Feedback: Borrower confirms understanding by signing an electronic acknowledgment.
• Result: Clear, multi‑channel communication reduces mis‑understanding and improves compliance.

12. Comparison of Formal vs Informal Communication

mindmap
  root["Formal vs Informal Communication"]
    Formal["Formal"]
      Structure["Defined hierarchy"]
      Documentation["Written records"]
      Control["Management‑driven"]
      Speed["Slower, scheduled"]
    Informal["Informal"]
      Structure["Network of relationships"]
      Flexibility["Spontaneous"]
      Culture["Builds trust"]
      Speed["Fast, real‑time"]

• Formal is essential for policy, legal, and performance matters.
• Informal spreads tacit knowledge, boosts morale, and can surface early warnings.

13. Communication Skills Development

14. Common Exam Questions

• Define communication and explain the Shannon‑Weaver model with an example.
• Compare and contrast upward and downward communication, providing organisational advantages of each.
• Discuss three barriers to effective communication and suggest mitigation strategies.
• Analyse a case where poor communication led to a project failure, and propose corrective actions.

Exam tip

• Structure answers using the communication process (sender → feedback) to earn marks for completeness.
• Use tables or diagrams (you can sketch a quick mermaid diagram on paper) to compare types or models; examiners reward clear visual organisation.
• Give a concrete example (e.g., a bank’s loan notice or Daraz order update) to demonstrate application; this shows higher‑order understanding.
• Remember barriers – list at least one physical, one psychological, and one semantic barrier, then pair each with a specific mitigation.
• Time management – allocate 2 minutes to outline, 8 minutes to write, and 2 minutes to review each 15‑mark question.