3. Communication is the effective sharing
or transmission of facts opinions or
emotions by 2 or more people. The 3
basic elements of communication are :-
The Sender
The Message
The Receiver.
WHAT IS COMMUNICATION ?
5. CHANNELS OF
COMMUNICATION IN AN
ORGANISATION
In an organization, information flows forward,
backwards and sideways. This information
flow is referred to as communication.
Communication channels refer to the way this
information flows within the organization and
with other organizations.
For example, reports from lower level
manager will flow upwards. A good manager
has to inspire, steer and organize his
employees efficiently, and for all this, the tools
in his possession are spoken and written
words.
7. What kind of information flow happen in an
organization?
And
Information flow happens between whom?
7
8. 8
Types of business communication
1. Internal communication: This is the communication that
takes place within an organization. In addition to the usual
face to face, telephone, fax or mail; modern organizations
may use technology to communicate internally. Technology
may be used for e-mails or a linked internal communication.
2. External communication: Communication between the
organization and those outside the organization. The
communicate with other businesses can be through
telephone, fax ,internet etc.
9. *
External communication
• Letters
• Fax
• Direct mail
• Internet
• Video
• Telephones
• Advertising
• websites
Internal
communication
• Team briefing
• Notices
• Reports
• Memos
• Face to face
• E-mail
10. Types of communication in an organization.
Formal Communication
Chain of command
Written word
Representative system
Informal Communication
Gossips
Grape vine talks
Chit chats
11. I. FORMAL COMMUNICATION
A. Vertical Communication
Vertical communication is communication that
flows both up and down the organization,
usually along formal reporting lines-that is, it is
the communication that takes place between
managers and their superiors and
subordinates. Vertical communication may
involve only two persons, or it may flow
through several different organizational levels.
12. 1. Downward Communication
• Downward Communication occurs when information flows down the hierarchy
from
superiors to subordinates.
• Examples : Orders, circulars, individual instructions, policy statements, Inter-
Office Memos, e-mail, notices
• It is best suited for organizations where the line of authority runs distinctly
downwards.
• Main objectives:
To give specific directions to subordinates about the job entrusted.
To explain organizational policies and procedures.
To apprise the subordinates of their performance.
To give subordinates the rationale of the job so that they understand the
significance of the job in relation to organizational goals.
13. 2. Upward Communication
Upward communication consists of messages from subordinates to superiors. This flow is usually
from subordinates to their direct superior, then to that person’s direct superior, and so on up the
hierarchy. Occasionally, a message might by-pass a particular superior.
Examples : The typical content of upward communication is requests, information that the lower-
level manager thinks is important to the higher-level manager, responses to requests from the
higher-level manager, suggestions, complaints, and financial information.
Importance :
1.Providing feedback: Whether directions issued are understood by lower staff.
2.Outlet for pent-up emotions : Grievances and problems addressed, solutions are developed
and employees feel better after having talked about them.
3.Constructive suggestions: These can be secured for improvement of the organization.
15. B. Horizontal Communication
Whereas vertical communication involves a superior and a subordinate,
horizontal communication involves colleagues and peers at the same level of
the organization.
For example : an operations manager might communicate to a marketing
manager that inventory levels are running low and that projected delivery
dates should be extended by two weeks. Horizontal communication probably
occurs more among managers than among non managers.
Horizontal communication serves a number of purposes.
It facilitates coordination among interdependent units. For example, a
manager at Motorola was recently researching the strategies of Japanese
semiconductor firms in Europe. He found a great deal of information that was
relevant to his assignment.
He also uncovered some additional information that was potentially
important to another department, so he passed it along to a colleague in that
department, who used it to improve his own operations.
Horizontal communication can also be used for joint problem solving, as
when tow plant managers at Westinghouse got together to work out a new
method to improve productivity.
Finally, horizontal communication plays a major role in work teams with
members drawn from several departments.
16. Diagonal Communication
*This occurs when communication occurs between workers in a
different section of the organization where one worker is on a
higher level.
*For example diagonal communication will occur when a department
manager converses with an employee in another department.
*It allows cross communication between departments
17. Helo, officer,tell me, is there
an emergency?
Hello lieutenant,patroling
ecxz speaking sir,I’m rite
here at the crime scene
19. Disadvantages
It can destroy lines of authority and formal chains
of command.
It can lead to conflicting orders and hence to
further confusion
20. II. INFORMALCOMMUNICATION IN ORGANIZATIONS
Communication
that takes place
in an
organization
that transcends
formal channels
and instead
follows any of
several
methods. Fig. 3
illustrates
numerous
examples of
informal
communication.
F I G U R E 3. Informal Communication in Organizations
21. “Grapevine“
1. a secret means of spreading or
receiving information
2. the informal transmission of
(unofficial) information, gossip or
rumor from person-to-person -> "to
hear about s.th. through the
grapevine"
3. a rumor: unfounded report; hearsay
22. Grapevine Characteristics
oral mostly undocumented
open to change
fast (hours instead of days)
crossing organizational boundaries
23. Grapevine Characteristics
inaccuracy:
levelling
deletion of crucial details
sharpening
exaggeration of the most dramatic details
while the grapevine generally carries the
truth it seldom carries the whole truth
24. Grapevine Figures
70% of all organizational communication
occurs at the grapevine level
estimated accuracy rates: 75-90%
the incorrect part might change the
meaning of the whole message though
an estimated 80% of grapevine
information is oriented toward the
individual while 20% concerns the
company
25. EXTERNAL
COMMUNICATION
Communication that takes place between a manager
and external groups
Such as - suppliers, vendors, banks, financial institutes
etc. For instance - To raise capital the Managing director
would interact with the Bank Manager.
