PRINCIPLES OF COMMUNICATION

Seven C’s

7C’s Relevance
 Credibility  Builds trust
 Courtesy  Strong relationships
 Clarity  Comprehension is clear
 Correctness  Builds confidence
 Consistency  Introduces stability
 Concreteness  Reinforces confidence
 Conciseness  Saves time
Four S’s

S’s Relevance
 Shortness  Economizes
 Simplicity  Impresses
 Strength  Convinces
 Sincerity  Appeals
 Methods of Communication

Communication can be categorized under two

heads:

a) Verbal Communication

b) Non-verbal Communication
 Verbal Communication

 Oral Communication: Conversations,

Telephone talk, Interviews, Presentations,
Meetings

 Written Communication: Letters, Circulars,

Memos, Notices, Reports and minutes.
The most formal type of Communication.
 Non-verbal Communication

Graphics, pictures, maps, charts, graphs and

diagrams give clarity to verbal message

Facial expressions, gestures, tone of voice,

clothing and other aspects of one’s
personality.

Always accompanies verbal communication

Kinds/Types of Communication
 External Internal

Outward Formal Informal

Inward
Upward Grapevine
Suppliers Downward
Customers Horizontal
Govt. depts Diagonal
Mass media
Banks
External – Outward, Inward

The Communication which the organization

maintains with the outside world is called
Outward/Inward communication
It may be in the form of
 Advertisements, Media interactions
 Public relations, Negotiations
 Emails, Letters, notices, tenders
 Telephone conversations, Video conferences
etc
Upward Communication

 Messages which go from subordinates to

supervisors and to higher levels

 The Communication channel which pushes

the flow of information upward is known as
the upward channel of Communication
Importance of Upward Communication

 Providing feedback
 Outlet for pent-up emotions
 Constructive suggestions
 Easier introduction of new schemes
 Greater harmony and cohesion
Methods of Upward Communication

 Open-door policy
 Complaint and suggestion boxes
 Social Gatherings
 Direct Correspondence
 Reports
 Counseling
Advantages of Upward Communication

 Personal information about performance,

views, ideas which is vital for employer-
employee relation and morale

 Technical feedback which is necessary for the

working of the organization
Objectives of Downward Communication

 Instruction about a specific task

 Information about practices and procedures
 To appraise the subordinates
 To understand the tasks in relation to other
tasks
 To provide information about the ideology
and the goals and to develop a sense of
belonging to the organization
Means of Downward
Communication

Letters, notes, circulars, notices

Face to face meetings
Announcements - Suited to an
organization which follows a
system of hierarchy
Horizontal or Lateral Communication

 Communication between departments or

people on the same level in the managerial
hierarchy of an organization
 Communication flows between persons of
equal status in an organization
 More effective and interactive than vertical
communication
Objectives of Horizontal (Lateral)
Communication

 Exchange of information about activities,

process and progress among heads of
departments
 Discussion of plans and problems, reviews of
projects and decisions
 Coordination
 Conflict resolution
 Advice
 Conference
 Informal Channels
 Grape Vine- It runs in all directions-
horizontal, vertical, diagonal.
 No definite pattern or direction. Complex
web of oral communication flow , linking all
members
 Carries unofficial information about the
management’s policies and plans
 Information is colored by the ideas,
prejudices and feelings of the persons
engaged in it
 Merits of the Grapevine
 Speedy transmission of information.
 Managers get the feedback regarding their
policies, decisions, memos etc.
 Functions as a supplementary or parallel
channel of communication. It supports the
formal channels
 Gives immense psychological satisfaction and
strengthens the solidarity of the workers
 Reactions to a proposed decision can be
detected through grapevine
Types of Grapevine chains

 Single-strand chain- A to B , B to C
 Gossip chain - non-job related matter
 Probability chain - news passed at random
 Cluster chain - news passed to some
 Demerits of Grapevine
 Likely to contradict, so it is not very
dependable
 Does not carry the complete information,
often based on guesswork or whispers
 Often distorts the information
 Spreads very fast, so it may at times prove
counterproductive
 If half-truth begins to travel , quick action has
to be taken to convey correct information
THANK YOU