Professional Documents
Culture Documents
METHOD
CHANNEL DIRECTION
1. Downward
1 Formal 1. Oral
2. Upward
2. Informal 2. Written
3. Horizontal
3. Gestural
4. Diagonal
Direction or Flow of Communication
UPWARD
Diagonal
DOWN
WARD
HORIZONTAL COMMUNICATION
On the basis of organization
1.Formal
2.Informal
Direction or Flow of Communication
UPWARD
Diagonal
DOWN
WARD
HORIZONTAL COMMUNICATION
Formal vs. informal
communication
Formal Informal
• Formal communication • Informal communication is
follows the officially independent of the
established chain of authority relations in the
organization.
command and lines of
communication.
• It is a slow moving process. • It carries messages at a fast
speed.
• It is easy to pin point the
• It is not possible to fix the
responsibility with respect responsibility of informal
to formal communication. communication.
Formal vs. informal
communication
Formal Informal
It is task oriented. • It is people oriented.
It consists mainly of • It may consist of work
related as well as social
work related matters. messages.
• It is erratic and
It is orderly and unsystematic as regards
systematic as regards direction of flow.
direction of flow. • It serves not only
organizational needs but
It serves organizational also social needs of the
needs. people.
Formal vs. informal
communication
Formal Informal
• It flows in vertical, It flows in every
horizontal and diagonal possible direction.
directions.
• It can be both oral and It can be mostly oral.
written. The message can not
• The message is very be considered authentic
unless it is
accurate and authentic. supplemented by formal
channels.
Formal communication
Executive Director
Manager
Vice President
A.G.M.
Supervisor 1 Supervisor 2 Supervisor 3
Manager
Supervisor
Horizontal Comm.
Forman
Formal Communication
Vice Vice
President President
Efforts at coordination
A CHANNEL OR NETWORK
i Formal
ii Informal
DIRECTION OF MESSAGE
I Downward
II Upward
III Horizontal
IV Diagonal
METHOD OF EXPRESSION
I ORAL
II WRITTEN
III GESTURAL
CHANNELS OF COMMUNICATION
1.written or oral
2.formal relation
3.prescribed path
4.organisational message
5.deliberate effort
6. Authentic information
7. Identified source
Advantages of formal communication
• C
Chain
Wheel
All the sub-ordinates are of equal rank, all of them report to one
superior and interact between themselves.
All the workers receive instruction and guidance from one person.
4. Communication Structures
Decentralized
• Circle Network
Circle
Common
• Incomplete information
• Distortion
• Misunderstanding
• Incredible
• Damage to the organization
• Unreliable information
• Unsystematic communication
Incomplete information
Informal communication
r
q
Single strand
• In this type, information flows through a
long line of person to the ultimate
receiver.
• This chain is least accurate in passing on
the information.
2.Gossip wheel
x
S
w
H
P
A
U
B
Gossip wheel
• It involves passing of information from a
person in the centre to all the other around
him.
• The chain is often used when information or a
message regarding is an interesting one but
non-job related nature is being conveyed.
3. Probability chain
u
r
p l
a
s
c w
q
Probability chain
• Here p communicates randomly with others
according to the law of probability.
• In this type of chain, individuals are indifferent
to, or not really interested in, the persons to
whom they are passing some information.
• The chain is found when the information is
somewhat interesting but not really
significant.
4. Cluster
j
n k
w
e
p l
m q
t
r
Cluster
• It involves selective communication in a
group.
• The individual communicates with only those
individuals whom he trusts.
• Out of these informal networks, the cluster
network is the most popular.
Formal Channel
1. Downward Communication
2. Upward Communication
3. Horizontal Communication
4. Diagonal Communication
Direction or Flow of Communication
UPWARD
Diagonal
DOWN
WARD
HORIZONTAL COMMUNICATION
On the basis of direction
• Downward Communication
• Upward Communication
• Horizontal Communication
• Diagonal Communication
HIERARCHY LEVEL
Executive Director
Manager
Vice President
A.G.M.
Supervisor 1 Supervisor 2 Supervisor 3
Manager
Supervisor
Horizontal Comm.
Forman
Vertical/Lateral Communication
Organisation chart shows vertical (black
arrows) and lateral (green arrows)
Board of Directors
Purpose:
Advise
Inform
Direct
Instruct
VERTICAL COMMUNICATION
• Disadvantages:
Downward communication is likely to be
filtered, modified or halted at each level as
managers decide what should be passed
down to their employee.
This will lead to confusion.
VERTICAL COMMUNICATION
• Disadvantages:
Upward communication is likely to be filtered,
condensed or modified by the middle level
management to protect upper level
management from non-essential data
originating at the lower levels.
DOWNWARD COMMUNCATION
DOWNARD UPWARD
VERTICAL COMMUNCATION
Downward communication vs. Upward
communication
Downward Communication Upward Communication
• Feedback—
It helps managers in receiving feedback
from the lower levels that helps them
in carrying out the controlling function.
• It also helps them in knowing the
working attitude of employees.
Creative ideas
• Listening
• Presenting
Listening
• Any discussion of oral communication is
incomplete without considering listening as an
important tool of communication.
• No oral communication can be effective
without proper listening.
• The recipient of the message must be
attentive and receptive.
• Poor listening may defeat the very purpose of
oral communication.
Effective Listening Skills
• Stop talking as you can not listen effectively
during talking.
• Free your mind from presumptions and
preconceived ideas by being aware of them.
• Avoid any external distraction.
• Put the talker at ease with smiling face and
sweet words, so that he can communicate
frankly and fearlessly.
Effective Listening Skills
• Demonstrate your interest in the talker’s
speech.
• Be patient and allow the talker sufficient time
to clarify his point.
• Do not interrupt him unnecessarily.
• Do not be selective and partial in listening.
• Avoid premature evaluation and judgment.
Presenting
• Ability to present one’s viewpoint is also
important for effective oral communication.
• In order to be an effective presenter, one
should present facts and not opinions.
• Keep to the point.
• Keep the listener’s interest in mind.
• Ask for feedback.
• Answer questions honestly.
Face to face communication
• The most natural way of transmitting the message.
• Helps in achieving greater co-operation and
understanding because the communicator can
convey the message both by words and expressions
or gestures.
• Listener can make queries if he has any doubt or if
he is not able to understand the message.
Advantages
• Listener’s attention
• Effect of facial expressions
• Suitable for discussions
Listener’s Attention
• It has the advantage of exercising control over
the listener’s attention.
• The speaker can effectively capture the
listener’s attention by making his message
clear and interesting.
Effect of facial expressions
Enumerative -- Numbers
Descriptive -- Size of the objects
Symbolic -- abstract concepts
Locative -- location of an object
Emphatic -- emphasis