Transcript BUSINESS COMMUNICATION

CHANNELS
NETWORKS
FORMS AND DIMENSIONS OF
COMMUNICATION
INTRODUCTION
Communication may be classified or categorized on the following basis:
1.
Organizational structure
 Formal
 Informal
2.
Dimension/ Direction of communication
 Upward
 Downward
 Lateral
 Diagonal
 Inward
 Outward
3.
Expression
 Written
 Oral
 Non Verbal
4.
Formation of networks
 Wheel network
 Y network
 Chain network
 All channel
 Kite
 Slash
CHANNELS OF COMMUNICATION: COMMUNICATION ON
THE BASIS OF ORGANIZATIONAL STRUCTURE
Channels of communication may be classified into two categories:
a)
Formal
b)
Informal
Formal Channel of Communication
It defined as a means of communication that is formally controlled by managers or
people occupying positions in an organization. Communication flows through
formal channels. Any information, decision, memo or reminder etc., will also follow
this path.
Organizational Pyramid/Structure
BOARD OF DIRECTORS
MANAGING DIRECTOR
TOP LEVEL MANAGEMENT
MIDDLE LEVEL MANAGEMENT
SENIOR SUPERVISORS
FIRST LINE SUPERVISORS
EMPLOYEES/SHOP FLOOR EMPLOYEES
Informal Channel of Communication
Side by side with the formal channel of communication every organization has
an equally effective channel of communication namely that is the informal
channel. It is not officially sanctioned.
Informal Communication :Beyond the Organizational Hierarchy
•When anyone can tell anyone else anything informally the result is a rapid
flow of information along what is commonly called the grapevine
•Unofficial information travels
•Factors responsible for grapevine
Feeling of insecurity
Lack of confidence
Formation of favoured group
Some unusual happening in the organization
Personal problems of the employees
Types of Grapevine Chains
•Single strand chain-A tells something to B who tells it to C
•Group chain-One person seeks out and tells everyone the
information he has received
•Probability chain-Tells at random
•Cluster chain-Few selected
Cont….
Advantages of informal communication
•Speedy transmission
•Feedback value
•Support to other channels
•Psychological satisfaction
•Uniting force
•Creation of ideas
•Good personal relations
Disadvantages
•Cannot be taken seriously
•Does not carry complete information
•Distorts information
•It may prove counter productive
•Chances of misinterpretation
•Lack of accountability
Assignment
Effective use of the grapevine in the organization
COMMUNICATION ON THE BASIS OF DIRECTION/
DIMENSION
Communication is multidimensional or multidirectional. There are various
directions in which it flows. Within the organization, communication may flow
inter scalar or intra scalar, upward or downward. Communication with the
outside world may be Inward or Outward.
Let's understand these dimensions are :
a)
Downward
b)
Upward
c)
Horizontal or lateral
d)
Diagonal or crosswise
e)
Inward
f)
Outward
Downward communication
Written
Oral

Instructions

Instructions

Memoranda

Speeches

Letters

Meetings

Handbooks

Telephone

policy statements

Loudspeaker

procedures electronic news

others
displays

others
Cont….
Upward Communication
Communication that flows from bottom to top, or which is from lower hierarchical
level to higher level, is called upward communication. The main function of
upward communication is to supply information to the upper levels about what is
happening at the lower levels.
THE CONCEPT OF OMBUDSPERSON(Swedish word
Commissioner appointed to investigate complaints )
Lateral or Horizontal Communication
When communication takes place between two or more persons who are
subordinates working under the same person, or those who are working at the
same level, it is called lateral or horizontal communication. Communication
transferred through lateral means includes interdepartmental reports, requests,
suggestions and informal communication among peers at the same level and
so on.
Lateral Communication
Marketing Manager
Production Mgr
Diagonal Communication
Marketing Manager
Training Manager
Marketing Supervisor
Training Supervisor
Vertical Communication
Marketing Manager
Downward
Communication
Upward
communication
Marketing
Supervisor
Diagonal or Crosswise Communication
Diagonal or crosswise communication includes flow of information among
persons at different levels who have no direct reporting relationships.
Diagonal or crosswise communication
Oral
•
•
•
•
•
•
informal meetings
lunch hour meetings
formal conferences
project organization meetings
Written
•
company news
paper/magazine
•
•
bulletin boards
in house journal or
communique
advisory authority interactions
with line managers of different deptts.
Inward Communication
Inward Communication includes all the information received by the organization
from external agencies, which may be:

other organizations
These may be in the form of

government,

letters

suppliers,

emails

customers,

offers

competitors

orders

shareholders

requests

media.

suggestions

complaints

notices and so on.
Cont….
Outward Communication
The communication which the organization maintains with the outside world is
called outward communication.
Outward communication it may be in the form of:

advertisements

media interaction

public relations

negotiations

mails

telegrams

letters

tenders

notices

telephonic conversations and so on.
FORMS OF COMMUNICATION
Forms of communication, can be divided into verbal or non verbal
communication. Verbal communication may be oral or written. It depends upon
the manner in which the message in expressed. If, it is expressed through the
mouth, it is oral communication. This also includes face to face conversation,
dialogue, interviews, meetings, conferences, telephonic conversation and so on.
When the message is expressed through written language symbols, it is written
communication and it includes reports, letters, mails, telegrams, orders and
memos. When no words are used and only symbols, colours, signs, sounds or
expressions help to express a message, it is termed as non verbal
FORMS OF COMMUNICATION
communication.
VERBAL
VERBAL
ORAL
WRITTEN
NON
Oral Communication
•Immediate feedback
•Shorter Sentences
•More informal
•Conversational focus
•Prompt action
•Focus on relations
•Less detailed technical
information
•More personal pronouns
•Simpler construction
•Lesser focus on grammar
•Local phrases and idioms
are used
Written Communication
•Delayed feedback
•Longer sentences
•Longer words
•More formal
•Focus on content and
precision
•Delayed action
•Focus on actions
•More detailed technical
information
•Fewer personal pronouns
•More complex
constructions
•Useful document
•Grammar accuracy
COMMUNICATION NETWORKS OR PATTERNS OF
COMMUNICATION
Given
below
are
the
most
important
patterns
‘communication nets:’
a)
Wheel/ Y
i) Three-person wheel communication pattern.
ii) Five-person wheel communication pattern.
iii) Five-person ‘Y’ wheel communication pattern.
of
communication
or
b)
Circle
i)
Four-person circle communication pattern.
ii)
Five-person circle communication pattern.
c)
All channel
i)
Four-person all channel communication pattern.
ii)
Five-person all channel communication pattern.
d)
Kite
e)
Chain
f)
Slash
FACTORS INFLUENCING ORGANIZATIONAL
COMMUNICATION
The communication system of an organization is generally influenced by four
factors
1.
Formal channels of communication
2.
Authority structure
3.
Job specialization ownership
4.
Information ownership
Importance
 Effective communication is the most important
ingredient of an organization.
 Organization –effective communication system.
 Achievement of organizational objectives .
- Proper coordination
- Integration of employees in an organization.
•
Social glue –keeps the organization together.
•
Enhances own productivity and Organizations.
(Dhirubhai Ambani)
Benefits
Better
quality of
documents
Lesser
misunder
standing
Enhanced
Professional
image
Increase
productivity
Effective
communication
Increased
awareness
among
Improved
customer
relationship
Healthier
business
relationship
Stronger
decision
making
Quicker
problem
solving