1. Week 2
Methods & Flow of Communication
IN Business Organization
Internal & External Flow of Communication
•Upward Flow
•Downward Flow
•Horizontal Flow
•Grapevine Flow
•Written
•Oral
• Electronic
BY WARDAH AZHAR

2. Flow of Communication
Information flows i-e, moves and transfers in an
organization
 Internal flow
 Flow of communication
i-e, information within
the organization is called
internal flow of
communication.
 External flow
 Flow of communication
i-e, information, from
one organization to
another is called external
information.

4. 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

5. Example
 The kinds of media used for downward oral
communication include
instructions, speeches, meetings, the
telephone, loudspeakers, and even the grapevine.
Examples of written downward communication are
memoranda, letters, handbooks, pamphlets, policy
statements, procedures, and electronic news displays.
It is done to pass on the decisions and policies of the
company to the cadres. Worst is the feedback about
their work. This performance assesment is the trickiest
part of downward communication.

6. 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.

7. Lateral or Horizontal
Communication:
 Crosswise communication includes the horizontal
flow of information, among people on the same or
similar organizational levels, and the diagonal
flow, among persons at different levels who have no
direct reporting relationships.

8. Grapevine
Communication
Grapevine is an informal
channel of business
communication. It is
called so because it
stretches throughout the
organization in all
directions irrespective
of the authority levels.
Man as we know is a
social animal. Despite
existence of formal
channels in an
organization, the
informal channels tend
to develop when he/she
interacts with other
people in organization.
It exists more at lower
levels of organization.

9. Examples of Grapevine Network of
Communication
 Suppose the profit amount of a company is known.
Rumor is spread that this much profit is there and on
that basis bonus is declared.
 CEO may be in relation to the Production Manager.
They may have friendly relations with each other.

10. Difference b/w
Objective Communication Subjective Communication
 Objective is a statement that
is completely unbiased. It is
not touched by the speaker’s
previous experiences or
tastes. It is verifiable by
looking up facts or
performing mathematical
calculations.
 Subjective is a statement that
has been colored by the
character of the speaker or
writer. It often has a basis in
reality, but reflects the
perspective through with the
speaker views reality. It
cannot be verified using
concrete facts and figures.

11. ExamplesObjective Communication
Subjective Communication
 scientific facts are objective as
are mathematical proofs;
essentially anything that can
be backed up with solid data.
 opinions, interpretations, and
any type of marketing
presentation are all
subjective.

12. A Challenge
Please write a One Sentence
Definition of
EFFECTIVE COMMUNICATION

13. Examples of Communication Systems
- E-mail
- Voice Mail - Fax
- Smart Phone - Instant Messaging
- Telecommuting - Video-conferencing
- Groupware - Telephony
- E-Commerce - The Internet
- Bulletin board system - The Web
- Global positioning system

14. Methods of Communication
 Memo, fax, e-mail, voice mail, letter.
 Phone call, in-person.
Two-Way
One-Way
Collaborative
 Team meetings, consulting,
consensus, decision making,
group problem solving.

15. Oral Communication
 Oral communication implies communication through
mouth. It includes individuals conversing with each
other, be it direct conversation or telephonic
conversation. Speeches, presentations, discussions are
all forms of oral communication. Oral communication
is generally recommended when the communication
matter is of temporary kind or where a direct
interaction is required. Face to face communication
(meetings, lectures, conferences, interviews, etc.) is
significant so as to build a rapport and trust.

16. Oral communication
 According to the University of Virginia, "oral
communication is the effective
interpretation, composition, and presentation of
information, ideas, and values to a specific audience."
 Oral communication describes any type of inter-action
that makes use of spoken words, and it is a
vital, integral part of the modern business world.

17. Demand of Oral Communication
 "Knowing the content of the functional areas of
business is important, but to give life to those
ideas—in meetings or in solo presentations—
demands an effective oral presentation.“
 "The ability to communicate effectively through
speaking as well as in writing is highly valued, and
demanded, in business, " According to Herta A.
Murphy and Herbert W. Hildebrandt

18. Oral communication: Significance
Communication is used daily to talk to friends, make
business proposals and pass legislation. It is the
exchange of messages between a sender and a
receiver. Effective communication is the ability to
send a message and have it be understood in its
entirety. Oral communication is used in business to
make deals, sell products and train employees.

19. Advantages of Oral Communication
 There is high level of understanding and transparency in oral communication
as it is interpersonal.
 There is no element of rigidity in oral communication. There is flexibility for
allowing changes in the decisions previously taken.
 The feedback is spontaneous in case of oral communication. Thus, decisions
can be made quickly without any delay.
 Oral communication is not only time saving, but it also saves upon money and
efforts.
 Oral communication is best in case of problem resolution. The
conflicts, disputes and many issues/differences can be put to an end by talking
them over.
 Oral communication is an essential for teamwork and group energy.
 Oral communication promotes a receptive and encouraging morale among
organizational employees.
 Oral communication can be best used to transfer private and confidential
information/matter.

20. Disadvantages of Oral
Communication
 Relying only on oral communication may not be sufficient as business
communication is formal and very organized.
 Oral communication is less authentic than written communication as
they are informal and not as organized as written communication.
 Oral communication is time-saving as far as daily interactions are
concerned, but in case of meetings, long speeches consume lot of time
and are unproductive at times.
 Oral communications are not easy to maintain and thus they are
unsteady.
 There may be misunderstandings as the information is not complete
and may lack essentials.
 It requires attentiveness and great receptivity on part of the
receivers/audience.
 Oral communication (such as speeches) is not frequently used as legal
records except in investigation work

21. Types of Oral communication
 The types of oral communication commonly used
within an organization include Staff Meetings,
Personal Discussions, Presentations, Telephone
Discourse, And Informal Conversation.
 Oral communication with those outside of the
organization might take the form of Face-to-face
Meetings, Telephone Calls, Speeches,
Teleconferences, Or Videoconferences.

22.  Conversation management skills are essential for small
business owners and managers, who often shoulder
much of the burden in such areas as client/customer
presentations, employee interviews, and conducting
meetings.

23. Effectiveness of Oral
Communication
 For oral communication to be effective, it should be:
 Clear
 Relevant
 Tactful in phraseology and tone
 Concise, and informative.
 Presentations or conversations that bear these
hallmarks can be an valuable tool in ensuring
business health and growth.

24.  Unclear, inaccurate, or inconsiderate business
communication, on the other hand, can waste valuable
time, alienate employees or customers, and destroy
goodwill toward management or the overall business.

25. Steps of Oral Presentations
 The public presentation is generally recognized as
the most important of the various genres of oral
business communication.
 The first step in preparing a public speech or
remarks is to determine the essential purpose/goal
of the communication.
 Business presentations tend to have one of three
general purposes: to persuade, to inform or
instruct, or to entertain.

26.  The purpose is to include the main ideas in the
presentation. These ideas should be researched
thoroughly and adapted to the needs of the audience.
 The ideas should then be organized to include an
introduction, a main body or text, and a summary or
conclusion

27.  The introduction should grab the listener's interest
and establish the theme of the remainder of the
presentation. The main body should concentrate
on points of emphasis. The conclusion should
restate the key points and summarize the
overarching message that is being conveyed.
 Visual aids are an important component of many
oral presentations. Whether they are displayed on
chalkboards, dry-erase boards, flip charts, or
presented using a slide projector, overhead
projector, or computer program, visual aids should
be meaningful, creative, and interesting in order to
help the speaker get a message across.

28.  Once the presentation has been organized and the
visual aids have been selected, the speaker should
rehearse out loud and revise as needed to fit time
constraints, cover points of emphasis, etc. A good
oral presentation will include transitional phrases to
help listeners move through the material, and will
not be overly long or technical.
 Professional and gracious presentation is another
key to effective communication

29.  Use the event as an opportunity to promote good
will. Avoid complaints, criticism, or controversy.
These will alienate the audience and destroy your
credibility quickly. Instead, talk about what the
audience wants to hear. Praise your host, honor the
occasion, and compliment the attendees. Radiate
success and optimism.“
 Oral presentations can be delivered
extemporaneously (from an outline or notes); by
reading from a manuscript; or from memory.

30.  The delivery of effective oral presentations requires a
speaker to consider his or her vocal pitch, rate, and
volume. It is important to incorporate changes in
vocal pitch to add emphasis and avoid monotony.
 Speakers should be careful not to add extraneous
words or sounds—such as "um, " "you know, " or
"okay"—between words or sentences in a
presentation.

31.  Nonverbal elements such as posture, gestures, and
facial expression are also important factors in
developing good oral communication skills. "Your
outward appearance mirrors your inner mood. "Thus
good posture suggests poise and confidence; stand
neither at rigid attention nor with sloppy casualness
draped over the podium, but erect with your weight
about equally distributed on each foot."

32. Interpersonal Oral Communication
 Interpersonal oral communication is the exchange of
words between two individuals. This form of
communication is commonly seen between friends, co-
workers and within families, but is not limited to people
who know one another. The purpose of interpersonal
communication is to build and maintain relationships.
Effective interpersonal oral communication will
encourage, educate and inspire. Interpersonal oral
communication is the most effective when one is able to
predict what the other person will understand.

33. 10 Principles For Better Oral
Communication
 Design a dynamic format than a static one.
 Keep your outline clear and simple.
 Oral design should be oriented to time rather than
space.
 Emphasize main ideas by placement and reiteration.
 Use carefully worded transitions as you move trough
the presentation.

34. Task
 One by one introduce yourself, following the steps of
oral presentation, also explain what have you learned
up till now!

35.  Plan carefully for a combination of inductive and
deductive movement.
 Use language best suited to the ear, not the eye.
 Plan the introductory segments carefully.
 Plan the closing segments of the design carefully.
 Plan the whole design from the audience point of
view.

36. Written Communication - Meaning
 Written communication has great significance in
today’s business world. It is an innovative activity of
the mind. Effective written communication is essential
for preparing worthy promotional materials for
business development. Speech came before writing.
But writing is more unique and formal than speech.
Effective writing involves careful choice of words, their
organization in correct order in sentences formation as
well as cohesive composition of sentences.
Also, writing is more valid and reliable than speech.
But while speech is spontaneous, writing causes delay
and takes time as feedback is not immediate.

37. Task
 Write an introduction for your self, keeping your
name, a mystery!

38. Advantages of Written
Communication
 Written communication helps in laying down apparent
principles, policies and rules for running of an organization.
 It is a permanent means of communication. Thus, it is useful
where record maintenance is required.
 It assists in proper delegation of responsibilities. While in case of
oral communication, it is impossible to fix and delegate responsibilities
on the grounds of speech as it can be taken back by the speaker or he
may refuse to acknowledge.
 Written communication is more precise and explicit.
 Effective written communication develops and enhances an
organization’s image.
 It provides ready records and references.
 Legal defenses can depend upon written communication as it
provides valid records.

39. Disadvantages of Written
Communication
 Written communication does not save upon the costs. It costs
huge in terms of stationery and the manpower employed in
writing/typing and delivering letters.
 Also, if the receivers of the written message are separated
by distance and if they need to clear their doubts, the response is
not spontaneous.
 Written communication is time-consuming as the feedback
is not immediate. The encoding and sending of message takes
time.
 Effective written communication requires great skills and
competencies in language and vocabulary use. Poor writing skills
and quality have a negative impact on organization’s reputation.
 Too much paper work and e-mails burden is involved.

40. Conclusion