Business Communication Notes

1. Seven C’s of Effective
Communication

2. Session Objectives
 To learn 7C’s of Effective Communication
 Look through Examples and develop more understanding
 To learn 4S’s of Effective Communication
 Medium of Communication
 Take home assignment 

3. To compose effective written or oral messages,
you must apply certain communication
principles. These principles provide guideline
for choice of content and style of presentation,
adapted to the purpose and receiver of your
message

4. Effective Communication Skills
Effective Communication Skills In
any business environment,
adherence to the 7 C's and the 4 S's
helps the sender in transmitting his
message with ease and accuracy

5. Why they are called 7C’s
Seven C’s are the seven most useful qualities of
effective communication. They are called
Seven C’s because name of each of these
qualities starts with a C , and they are seven in
numbers, therefore they are called Seven C’s.

6. Completeness
Conciseness
Clarity
Correctness
Concreteness
Consideration
Courtesy

7. 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.
 they are cost saving as no crucial information is
missing
 Complete communication always gives additional
information wherever required.

8. Hi everyone,
I just wanted to invite you for the meeting we have
planned for tomorrow!
See you then,
Akshay

9. Hi everyone,
I just wanted to invite you for tomorrow's
meeting on the new telecommuting
policies. The meeting will be at 10:00
a.m. in the second-level conference
room. Please let me know if you can't
attend.
See you then,
Chris

10. Exercise
You are the president of an industry association
and have received the following inquiry from an
out of town member, “I think I would like to
attend my first meeting of the association,
even though I am not acquainted with your city.
Will you please tell me where the meeting is
being held?
 How would you reply to this letter keeping in
mind Completeness of the message?

11. Conciseness
Conciseness means wordiness, i.e., communicating what
you want to convey in least possible words without
forgoing the other C’s of communication. Concise
communication has following features:
 It underlines and highlights the main message as it
avoids using excessive and needless words.
 Concise message is more appealing and comprehensible
to the audience.
 It saves time yet require efforts also

12. Hi Matt,
I wanted to touch base with you about the email
marketing campaign we kind of sketched out last
Thursday. I really think that our target market is
definitely going to want to see the company's
philanthropic efforts. I think that could make a big
impact, and it would stay in their minds longer than a
sales pitch.
For instance, if we talk about the company's efforts to
become sustainable, as well as the charity work we're
doing in local schools, then the people that we want to
attract are going to remember our message longer. The
impact will just be greater.
What do you think?
Jessica

13. Hi Matt,
I wanted to quickly discuss the email marketing campaign
that we analyzed last Thursday. Our target market will
want to know about the company's philanthropic
efforts, especially our goals to become sustainable and
help local schools.
This would make a far greater impact, and it would stay
in their minds longer than a traditional sales pitch.
What do you think?
Jessica

14. Exercise
Find single word substitutes for the phrases
 At this point of time
 Due to the fact that
 In due course
 have no alternative but
 in addition to
 In accordance with your request

15. Clarity
Accurately is purpose of clarity
Clarity implies emphasizing on a specific message or
goal at a time, rather than trying to achieve too
much at once. Words mean the same thing to the
receiver as they do to the sender.
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
words.

16. Hi John,
I wanted to write you a quick note about Daniel,
who's working in your department. He's a great
asset, and I'd like to talk to you more about
him when you have time.
Best,
Skip

17. Let's see how we could change this email to make it clear.
Hi John,
I wanted to write you a quick note about Daniel Kedar,
who's working in your department. In recent weeks,
he's helped the IT department through several pressing
deadlines on his own time.
We've got a tough upgrade project due to run over the
next three months, and his knowledge and skills would
prove invaluable. Could we please have his help with
this work?
I'd appreciate speaking with you about this. When is it
best to call you to discuss this further?
Best wishes,
Skip

18. Exercise
Use simple words
 Domicile
 Remuneration
 Subsequent
 Statement of Account
 Inadvertence

19. Correctness
The term ‘ correctness’ as applied to business
messages means right level of language and
accuracy of facts, figures and words. Correct
communication has following features:
 The message is exact and correct.
 It makes use of appropriate and correct
language in the message
 Correct message has greater impact on the
audience/ readers.

20. Hi Daniel,
Thanks so much for meeting me at lunch today! I enjoyed
our conservation, and I'm looking forward to moving
ahead on our project. I'm sure that the two-weak
deadline won't be an issue.
Thanks again, and I'll speak to you soon!
Best,
Jack Miller

21. Careful…
 Do the technical terms you use fit your
audience's level of education or
knowledge?
 Have you checked your writing for
grammatical errors? Remember, spell
checkers won't catch everything.
 Are all names and titles spelled
correctly?

22. 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.

23. Consider this advertising copy:
The Lunchbox Wizard will save you
time every day.

24. How much time do you spend every
day packing your kids' lunches?
No more! Just take a complete
Lunchbox Wizard from your
refrigerator each day to give your
kids a healthy lunch AND have more
time to play or read with them!

25. Exercise
Rewrite the following in concrete form as
the sentences are too general and
vague.
 Your efforts appreciated by all
 Our product has won several prizes.
 This piece of jewellery is inexpensive.

26. Consideration
Consideration means preparing message with the receiver
in mind. Effective communication must take the
audience into consideration, i.e, the audience’s view
points, background, mind-set, education level, etc.
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 positive reaction from
the audience.
 Show optimism towards your audience. Emphasize on
“what is possible” rather than “what is impossible”.

27. Consideration- thing to
understand

28. Traci,
It is very unfortunate that your payment was
received too late to permit us to ship your
goods.
Thanks,
Michelle

29. Hi Traci,
It was kind of you to send us a cheque for your order of
October 10. However, your goods were mailed last
Monday since our credit department assumed that you
would want them as quickly as possible.
Thanks,
Michelle

30. 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, 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.

31. Jeff,
I wanted to let you know that I don't appreciate how your team
always monopolizes the discussion at our weekly meetings. I
have a lot of projects, and I really need time to get my
team's progress discussed as well. So far, thanks to your
department, I haven't been able to do that. Can you make
sure they make time for me and my team next week?
Thanks,
Phil

32. Hi Jeff,
I wanted to write you a quick note to ask a favor. During
our weekly meetings, your team does an excellent job
of highlighting their progress. But this uses some of
the time available for my team to highlight theirs. I'd
really appreciate it if you could give my team a little
extra time each week to fully cover their progress
reports.
Thanks so much, and please let me know if there's
anything I can do for you!
Best,
Phil

33. 7 C’s of communication
 Courtesy : Politeness
 Clarity : Clear thought and clear
expression
 Conciseness : Avoid irrelevant details
 Correctness : Accuracy of the message
 Concreteness : Be specific
 Consideration : Understand the receiver
 Completeness : Include all information

34. 4 S's of Business Communication
An understanding of the 4 S's is equally
important.
Shortness Economizes.
 "Brevity is the soul of wit”, it is said. The same can be said about
communication.
 If the message can be made brief, and verbosity done away with, then
transmission and comprehension of messages is going to be faster and more
effective.
 Flooding messages with high sounding words does not create an impact.
 Many people harbour a misconception that they can actually impress the
receiver, if they carry on their expeditious travails. Little do they realize
how much they have lost as the receiver has spent a major chunk of his
time in trying to decipher the actual meaning of the message.

35. Simplicity Impresses
 Simplicity both in the usage of words and ideas reveals a clarity in the
thinking process.
 It is normally a tendency that when an individual is himself confused that
he tries to use equally confusing strategies to lead the receiver in a
maze.
 Reveal clarity in the thinking process by using simple terminology and
equally simple concepts.

36. Strength Convinces
The strength of a message emanates from the
credibility of the sender.
If the sender himself believes in a message that
he is about to transmit, there is bound to be
strength and conviction in whatever he tries to
state.
Half-hearted statements or utterances that the
sender himself does not believe in add a touch of
falsehood to the entire communication process.

37. Sincerity Appeals
 A sincere approach to an issue is clearly evident
to the receiver. If the sender is genuine, it will
be reflected in the manner in which he
communicates.
 Suppose there is a small element of deceit
involved in the interaction or on the part of the
sender. If the receiver is keen and observed, he
would be able to sense the make-believe
situation and, business transactions, even if
going full swing, would not materialize.

38. Summary “She's so cold and
uncommunicative. She never shows any
emotion. Why does he talk like that? I wish
he would get straight to the point instead of
beating around the bush that way. He's so
direct and brash. Doesn't he know that it's
rude to keep people waiting like this? He's
an hour late! She talks so much. I get tired
just listening to her talk…”

39. To Be A Good Listener
Rule 1: Stop talking
Rule 2: ---------
Rule 3: ---------
Rule 4: ---------
Rule 5: ---------
Rule 6: ---------
Rule 7: ---------
Rule 8: ---------
Rule 9: ---------
Rule 10: Stop talking

40. Three V’s of Communication
ocal
isual
Erbal

41. Channel of Communication
 Verbal
 Non-Verbal

42. Caselet…..
At the Seasons Inn . . .Mary tells Lucy, a
cook’s helper, that she is short of a dishwasher
for the lunch shift. When Mary asks her to fill
in, Lucy looks upward and says in an irritated
voice, “Sure. No problem.” As she fills the dish
machine, Lucy bangs pots and pans around and
slams them on the counter. She also breaks
several plates and saucers.

43. Consequences……
 If Mary reads Lucy’s nonverbal communication
correctly, she would realize that Lucy was
probably upset about filling in for the
dishwasher. Though she told Mary, she was
glad to help, Lucy’s vocal and visual
communication give a different message. If
Mary doesn’t want to lose Lucy and wants to
avoid more broken dishes, she should speak
with Lucy. Her angry actions may be related
to something that happened outside of work,
but Lucy needs to know that her behavior is
unacceptable.

44. Solution……
 Mary should approach Lucy immediately
and discuss the difference between
what she said and how she’s acting.
For example, Mary might say, “Lucy,
you said you’d have ‘no problem’
washing dishes. Now you seem upset.
What’s the matter?”

45. Organisation Structure
An organisation’s structure can depend on its size, the
sector it operates in (public, private, or ‘third sector’
i.e. voluntary or charitable), the number of people it
employs and its physical resources.
A classic example of organisational structure is the
pyramid, which clearly highlights a hierarchical (or
vertical) structure where communication generally has
to move through each level.

47. Channels of Communication
Formal Communication
Formal Communication refers to the official communication
which takes place following the chain of command in the
organisation.
The organisation structure reflecting superior-subordinate
relationship determines the flow of formal communication.
According to the direction of flow, formal communication may be
of four types : (i) Downward ; (ii)upward ; (iii) Horizontal ; (iv)
Diagonal

48. Advantages of Formal Communication
 Orderly flow of Communication
 Authentic Information
 Identified Source
Disadvantges of Formal Communication
 Time Consuming
 Lack of Personal Touch
 Expensive

49. Channels of Communication
Informal Communication
Communication between individuals and groups which are not
officially recognised is known as informal communication.
The flow of informal communication cuts across the official
lines of communication. Informal communication is known as
‘grapevine’.
Grapevine – The network or pathway of informal
communication is known as grapevine.

50. Advantages of Informal Communication
 Social Relations
 Need Satisfaction
 Speed
 Supporting the Formal Channel
Disadvantages of Informal Communication
 Incomplete Information
 Distortion
 Unreliability
 Leakage

51. Grapevine contd..
 It transmits information in every direction throughout the
organization .
 Being unrestricted by formal policies abd procedures,
transmits information rapidly.
 Grapevine is selective with regard to the person who
receives the information.
 Grapevine generally occurs orally
 Grapevine does not follow a fixed pattern as in the case of
formal communication.
Features of Grapevine :

52. Formal vs. Informal Communication
Formal Communication Informal Communication

53.  Verbal Medium
a. Oral
b. Written
 Non - Verbal Medium
a. Sign language
b. Body language
c. Para Language
d. Space, surrounding and time
 Artificial Medium
Medium of Communication

54. Oral communication

55. MEANING
 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.

56. Advantages of Oral Communication
 Facial expressions and gestures make communication
effective
 It is the best medium for discussions as negotiation,
interview, counseling etc.
 Communicator can get known the reaction of message on
receiver through his gestures & expressions & tone
 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.

57. Advantages of Oral Communication
Cont’d
 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.

58. Disadvantages/Limitations of Oral
Communication
 It is not possible while dealing a large group.
 It is ineffective when listener is not attentive and
different perceptions
 It can not retain for longer time as permanent record.
 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.

59. Disadvantages/Limitations of Oral
Communication Cont’d
 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.

60. FORMS OF ORAL COMMUNICATION
Oral Communication includes-
 Lectures
 Speech
 Group discussion
 Social gatherings
 Interview
 Conference & Meeting

61. OTHER FORMS OF ORAL
COMMUNICATION
1. Face to face
2. Conference
3. Demonstration
4. Group discussion
5. Press conference
6. Radio
7. Demonstration
8. Meeting
9. Rumors
10. Oral report

62. Principles of Successful
Oral Communication
 Clarity of expression
 Make communication a two-way process
 Develop trust by creating listeners interest
 Be precise, avoid hackneyed
 Avoid communication overload, easy flow
 Overcoming barriers (time, distance &
noise)
 Timely feedback

63.  Communication & Listening Skills
 Correct choice of medium
 Strong conviction
 Sequence, coherence and consistency in
contents
 Economical, Accurate, Empathetic
 Identify barriers & try to rectify the problem
 Go for appropriate body language

65. One of the best methods to communicate
Writing is one of the oldest known forms of
communication
In today’s age of information and technology, writing
has become a lost art

66. HISTORICAL DEVELOPMENT

67. The writing process first evolved from economic necessity in
the ancient near east. Archaeologist Denise Schmandt-
Besserat determined the link between previously
uncategorized clay "tokens" and the first known writing,
cuneiform(is one of the earliest known forms of written
expression, used in Persia and Assyria around the 30th
century BC).
Clay tokens were replaced over time by the written
documents to avoid the complexity of using the clay token.

68. cont
.
Writing is an extension of human language across time
and space.
Writing most likely began as a consequence of political
expansion in ancient cultures, which needed reliable
means for transmitting information, maintaining financial
accounts, keeping historical records, and similar
activities.
Around the 4th millennium BC, the complexity of trade
and administration outgrew the power of memory, and
writing became a more dependable method of recording
and presenting transactions in a permanent form.

69. cont
.
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 pictograms. 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.

70. ADVANTAGES OF WRITTEN
COMMUNICATION
 Creates a permanent record
 Allows you to store information for future reference
 Easily distributed
 All recipients receive the same information
 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.

71. cont
.
Written communication is more precise and explicit.
Effective written communication develops and enhances
an organization’s image.
It provides ready records and references.
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.
Necessary for legal and binding documentation

72. DISADVANTAGES OF
WRITTEN
COMUNICATION
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.

73. cont
.
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

74. COMMON ETIQUETTES IN
WRITTEN
COMMUNICATION
what we need to keep in mind while communicating in
writing.
While written communication affords greater flexibility, since
it can be edited and both composed and read at leisure or at
one's pace, a great deal of care needs to be taken, in order to
ensure its effectiveness; as it can serve as a point of reference,
which one can turn to time and again, thus creating a more
lasting impact.

75. 1.
FOCUS ON FORMAT
The various formal writing forms have a pre-determined, universally
accepted format that accompanies them. This format, which is
largely based on universal writing conventions, serves to facilitate
communication, by eliminating miscommunication that may result
through random writing styles.
Moreover, these formats are likely to change with time, due to the
evolving nature of communication and/or technology.
For example, the semi block format that was earlier the most relied
upon format for letter writing has now given way to the full block
format, after the wide spread use of computers.

76. 2.
STUCTURING OF THE CONTENT
Introduction, Body and Conclusion: While writing one should
ensure that the content is well organized, with the overview/basic
details comprising the introduction
all major points with their explanation and exemplification
constituting the body (preferably divided into a separate paragraph
each for every new point, with titles and subtitles, if necessary).

77. 3.
ENSURING CONNECTIVITY
The content that comprises a piece of writing should
reflect fluency and should be connected through a logical flow of
thought, in order to prevent misinterpretation and catch the
attention of the reader.
Moreover, care should be taken to ensure that the flow is not
brought about through a forced/deliberate use of connectives ,
as this make the piece extremely uninteresting and artificial.
Lack of connectivity can often lead to communication gaps,
misinterpretation and doubts.

78. 4
.
TEMPERING THE CONTENT AS
PER THE LEVEL OF FORMALITY
The level of formality that is shared between the sender and
receiver should define the use of salutations, the vocabulary,
the content, the format and even the medium.
Though not integral to the matter communicated, this courtesy
helps in creating a balanced impression about the
communicator.
Tone your communication bearing in mind how formal or casual
your relationship is with the receiver.

79. 5.
STEERING CLEAR OF SHORT
FORM
 People may not be aware of the meaning of various short
forms and may thus find it difficult to interpret them.
Moreover, short forms can at time be culture specific or even
organization specific and may thus unnecessarily complicate
the communication.
 Life in 140 characters is ok for twitter, not otherwise.

80. 6.
IMPORTANCE OF GRAMMAR,
SPELLING AND PUNCTUATION
Improper grammar can at worst cause miscommunication and
at least result in unwanted humour and should be thus
avoided. So too, spellings can create the same effect or can
even reflect a careless attitude on part of the sender.
Finally, effective use of punctuations facilitates reading and
interpretation and can in rare cases even prevent a completely
different meaning, which can result in miscommunication.
Bad grammar and spellings can land you in trouble even today.

81. cont
.
Pic:1
Pic:2

82. 7.
SENSITIVITY TO THE
AUDIENCE
One needs to be aware of and sensitive to the emotions,
need and nature of the audience in choosing the
vocabulary, content, illustrations, formats and medium of
communication, as a discomfort in the audience would
hamper rather than facilitate communication.
Don't take your audience for granted. Make sure they
understand what you're talking.

83. 8.
IMPORTANCE OF
CREATIVITY
In order to hold the readers' attention one needs to be
creative to break the tedium of writing and prevent
monotony from creeping in.
This is especially true in the case of all detailed writing
that seeks to hold the readers' attention.
Make sure your communication doesn't end up in a pile of
garbage. Be a little creative.

84. 9.
AVOIDING EXCESSIVE
USE OF JARGON
Excessive use of jargon can put off a reader, who may
not read further, as, unlike a captive audience, the choice
of whether to participate in the communication rests
considerably with the reader.
Excessive use of jargon hasn't taken anyone anywhere

85. 10.
AWARENESS OF THE
AUDIENCE/MEDIUM
The medium needs to be chosen, as per its suitability to the
audience/content; while the content would need tempering as
per the medium/audience. For example, while an elaborate
message can be sent via a letter or an email, an sms, the same
content may have to be heavily edited.
Like all effective communication, good writing could be said
to occur when the gap between 'what one desires to say and
what one is constrained to mean' is negligible or almost non-
existent.
Making points that are going over your audiences' heads... be
aware of who you're speaking to.

86. GOOD WRITING: Features
Completeness: all information needed is provided
Correctness: relevant and precise information
Credibility: support your argument
Clarity: should not be vague, confusing, ambiguous
Conciseness: to the point
Consideration: anticipate the reader’s reaction
Vitality: use the active voice rather than the passive
voice
Avoid the Passive Voice: Instead of writing “The
program was planned by Dane,” write, “Dane planned
the program.”

87. DIFFERENT WRITING STYLES
There are three types of writing styles:
 Colloquial
 Casual
 Formal

88. COLLOQUIAL
Colloquial language is an informal, conversational
style of writing. It differs from standard English in that it
often makes use of colourful expressions, slang, and
regional phrases. As a result, it can be difficult to
understand for a person from a different region or
country.

89. CASUAL
Casual language involves everyday words and
expressions in a familiar group context, such as
conversations with family or close friends. The
emphasis is on the communication interaction
itself, and less about the hierarchy, power, control, or
social rank of the individuals communicating.

90. FORMAL
In business writing, the appropriate style will have a
degree of formality. Formal language is communication
that focuses on professional expression with attention to
rules, protocol, and appearance. It is characterized by its
vocabulary and the grammatical arrangement of words in a
sentence. That is, writers using a formal style tend to use a
more sophisticated vocabulary.

91. cont
.
Which style you use will depend on your audience,
and often whether your communication is going to be
read only by those in your organization (internal
communications) or by those outside the
organization, (external communications).

92. Oral vs Written Communication
Oral Communication Written Communication

93. Communication Networks
Networks show information flows in an organization.
 Wheel Network: information flow to and from one
central member.
 Chain Network: members communicate with people
next to them in sequence.
Wheel and Chain networks provide for little
interaction.
 Circle Network: members communicate with others
close to them in terms of expertise, office location, etc.
 All-Channel Network: found in teams, with high levels
of communications between each member and all
others.

94. Communication Networks in Groups
& Teams
Wheel Network
Circle Network
Chain Network
All Channel Network

95. Organization Communication
Networks
Organization chart depicts formal reporting
channels.
 Communication is informal and flows around issues,
goals, and projects.
 Vertical Communication: goes up and down the
corporate hierarchy.
 Horizontal Communication: between employees of
the same level.
Informal communications can span levels and
departments.
 Grapevine: informal network carrying unofficial
information through the firm.

96. Organizational Communications
Network
Formal
Communication
Informal
Communication

97. Rumours in the Workplace
 Rumour is a grapevine information which is
communicated without authentic standards of evidence
being present.
 Rumours in the workplace can lead to hurt feelings and
may mean employees have to work in a hostile
environment. Whether a rumour is true or not, the
outcome of spreading it can be damaging.
 Employers have a responsibility to try to control the
spread of workplace rumours to ensure that the work
environment is a positive place for all employees. This
may seem to be a daunting task, but understanding the
origins of rumours and why people start them in the first
place can help employers control their spread..

98. Knowledge Check
Informal communication leads to
 Negligence and disobedience
 The successful output
 Determined result
 Wastage of time

99. The greatest concern managers have with
grapevine information is its
 Speed
 Context
 Accuracy
 Timing

100. _____________communication in an organization
usually takes place in the mind of the individual
to himself.
 Interpersonal communication
 Meta communication
 Mass communication
 Intrapersonal communication