FLOW OF COMMUNICATION

DOWNWARD, UPWARD, HORIZONTAL AND

DIAGONAL

Miko Mei Irwanto ( MTI 18)

NIM : 55315120023
 Communication structure in
Organization

1. The organization structure lays down the

relationship between various positions in the
company.
2. The different levels in the structure have to
communicate with each other in a systematic
manner to avoid confusion,
misunderstanding or chaos.
 Communication structure in
Organization

3.No organization can survive without a

network which maintains the flow of
information.
4.The formal channel determines the
effectiveness and efficiency of the
organization.
 Communication structure in
Organization

Formal channels include the paths of

communication which are institutionally
determined by the organization.
 Communication
Types of communication

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

There are two types of communication-

1.Formal

2.Informal
 Direction or Flow of Communication

UPWARD

Diagonal

DOWN

WARD
HORIZONTAL COMMUNICATION
 Formal vs. informal
communication
Formal
• Formal communication
follows the officially
established chain
of command and lines
of communication.
• It is a slow moving
• process.
It is easy to pin point the
responsibility with respect
to formal communication.
Informal
• Informal communication is
independent of the
authority relations in the
organization.
• It carries messages at a fast
speed.
• It is not possible to fix the
responsibility of informal
communication.
 Formal vs. informal
communication
Formal Informal
• It is people oriented.
It is task oriented.
• It may consist of work
It consists mainly of 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
written. oral.
• The message is very The messagecan not be
accurate and authentic. considered authentic
unless it is
supplemented by formal
channels.
 Formal communication

Formal communication refers to the communication

that follows the official hierarchy.

A precise communication channel following a fixed

pattern than occurring with out control.

Formal channel is the systematic ,authorized and

structured movement of messages that determine the
effectiveness and efficiency of organization.
 HIERARCHY LEVEL

Executive Director
Manager

Vice President

A.G.M.
Supervisor 1 Supervisor 3
Supervisor 2

Manager

Supervisor
Horizontal C
Forman omm.
 Formal
Communication
The flow of communication may take place vertically
along the chain of command or horizontally
between persons holding similar status in the
organizational hierarchy.

Formal communication enforces a relationship between

different positions whereas informal channel
represents communication among people through
informal or personal contacts.
 Formal Communication
President

Instructions and directives

Information

Vice Vice
President President

Manager Manager Manager Manager

Efforts at coordination

Formal and Informal

11/18/2003
© Copyright 2002 by Prentice Hall, Inc. Channels of
Communication
Formal communication is both oral and written but
mostly written.

Written communication is used usually for matters

that are highly important to the management or to the
firm.

Memos, letters, reports ,policies, procedural changes,

orders , instructions and confidential reports come
under formal communication.

This type of communication can flow in

various directions.
 FORMAL COMMUNICATION

“Formal communication means exchange of ideas and

information which is done under the planned
organizational structure .”

‘ It means an exchange of idea which passes through a

definite channel.’

‘ Formal communication is deliberately designed and

represent authority responsibility relationships between
different position in the organization.’
 TYPOLOGY OF COMMUNICATION

Communication in organizations can be studied

under the following leadings :

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

A channel of communication is the path through

which information is transmitted throughout the
organization.

Channels of communication may be divided into

two categories.
a.Formal
b. Informal
Characteristics of formal 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

1. Maintenance of authority of the

officers-
Formal communication maintains constant
relations among the superiors and the
subordinates.
It provides support to the authority of
superiors over sub-ordinates.
 Advantages of formal communication

2.Clear and effective communication-

 With the help of formal communication
superiors and subordinates understand the
capability, habits, feelings, etc.
Control is facilitated by formal communication
providing information about work
performance.
3.Orderly flow of information-

The information has to pass through a definite

route from one person to another.
The source of communication can be easily
located.
It is an officially recognized path of
communication and therefore it is presumed
to be authentic.
 Limitations of formal communication

1.Rigid and slow

2.Distortion of information
3. Lack of personal touch
 Limitations of formal communication

This type of communication follows the scalar chain of authority

and so it is a slow moving process.

Formal communication is mostly conveyed in an impersonal

manner.
Personal warmth and involvement may be lacking.

Accurate information may not be transmitted. Even the information

may be distorted in the process of transmission through different
levels in the organization.
 Communication Structure

• C

Chain

Formal and Informal

11/18/2003
Channels of
Communication
 Chain Network or Single Strand

One person communicates with one person only.

It represents a vertical hierarchy in which communication can

flow only upward or downward.

The flow of communication takes place through the formal

channels, from a superior to subordinate or vice-versa.

There is no horizontal communication in the chain network.

The first and the last person have no direct contact .

2. Communication Structures
Centralized

Formal and Informal

11/18/2003
Channels of
Communication
 Y type network

It’s a combination of horizontal and vertical flow of

communication.

If we turn the Y upside down, we see two sub-

ordinates reporting to one senior, with 2 levels of
authority above the latter.
3.Communication Structures
Centralized

Whee
l
Formal and Informal
11/18/2003
Channels of
Communication
 Wheel Network

The wheel network refers to several sub-ordinates reporting to a

superior.

It is a combination of horizontal and diagonal flow of

communication

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

Circl
e
Formal and Informal
11/18/2003
Channels of
Communication
 Circle Network
The message moves in circle.

Each person can communicate with his two

neighborhood colleagues but not further.

The communication is very slow in this

network.
 5. Communication Structures
Decentralized
F

Commo
n
Formal and Informal
11/18/2003
Channels of
Communication
 Free flow or all channel network
• There is no restriction in the flow of
communication.
• Everyone is free to communicate with anyone
and everyone in the organization.
• This network is informal and unstructured.
• It is very flexible.
• All are equal and everybody’s views are
equally and openly shared.
 Informal communication
Communication between individuals and groups which
are not officially recognized is known as informal
communication.
Side by side with the formal channel of communication,
every organization has an effective channel of
communication – i.e., informal channel.
It consists of exchange of ideas and information resulting
from social interaction among the members of an
organization.
This communication is based on informal relations .

It is free from all the organizational formalities.

The exchange of information usually takes place on

the occasions of community meals, social
occasions, parties ,etc. informal communication is
also called
“grapevine communication ”.
 What is grapevine

• The network or pathway of informal

communication is known as grapevine.
• Grapevine cuts across formal channels of
communication.
• The origin and direction of the flow of
informally conveyed messages cannot be
easily traced.
Features of grapevine communication
• It transmits the information in every direction
throughout the organization laterally and
diagonally.
•In it the chain of command needs not be
followed.
• The information flows rapidly.
• It can occur off the job.
• Grapevine generally occurs orally.
•Grapevine is based on people rather than task.

•Grapevine does not follow a fixed pattern as in the case

with formal communication.

•Information travelling in grapevine does not follow an

orderly path.

•Managers should not eliminate the grapevine, and

thereby ignore it.

•Wise managers remain tuned to the grapevine.

•They obtain useful information.

 advantages of grapevine
communication
• Social relations
• Satisfaction
• Speed
• Feedback
• Supporting the formal channel
• Better human relations
 Social relations

•Informal communication gives opportunity

to people to form social groups and
communicate with one another.
 Satisfaction

• Informal communication satisfies an

important urge of people to know what is
happening in the other parts of the
organization.
• They also come to know about the latest
information.
 Speed

• Informal communication is very useful when

information is required to be
communicated very rapidly.
• It works faster than formal information.
 Feedback

Informal communication is very fast.

It can be used by managers to get quick

feedback from the sub-ordinates.
 Supporting the formal channel

Whatever cannot be communicated through

formal channel because of time or official
constraints, can be successfully transmitted
through informal channels.
 Better human relations
• Informal channels develop healthy relations
amongst people in the organization as it cuts
across official positions and hierarchical
relationships.
 Disadvantages

• Incomplete information
• Distortion
• Misunderstanding
• Incredible
• Damage to the organization
• Unreliable information
• Unsystematic communication
 Incomplete information

• There are occasions when

grapevine does not carry complete
information.
 Distortion

• Information communicated through

grapevine may get distorted.
• People add their personal interpretations
and thus distort the facts.
 Unreliability
• Informal communication is generally
unreliable.
• It can’t be depended upon for sending
urgent messages.
 Leakage

• Confidential information often leaks out

through informal communication.
 Lack of authenticity

• Informal communication spreads by

word of mouth.
• Informal communication may not be
supported by tangible (concrete,
substantial) facts.
 Problem in fixing responsibility

• Origin of information can not be

ascertained.
• It is difficult to hold anybody responsible
for spreading false information.
Types of grapevine communication

There are four types of grapevine or informal

communication.
1.Single strand network
2.Gossip network
3.Probability network
4.Cluster network
Types of informal communication

Informal communication

Single strand Gossip wheel probability cluster

 Informal Networks
E
C
K
H
Y G I
X
F D
B J
D E
G
J
D F H B I
C C A
I
B J Probability
B A K D
Gossip C F
A Cluster A
Chain

Formal and Informal

11/18/2003
Channels of
McGraw-Hill Communication
1.Single strand

r
 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

H w
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

Within the network of formal organizational

communication structure there are four types
of directional flow.

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 3
Supervisor 2

Manager

Supervisor
Horizontal C
Forman omm.
 Vertical/Lateral Communication
Organisation chart shows vertical
(black arrows) and lateral (green
arrows)
Board of Directors

Finance Marketing Production

Finance Marketing Factory

Operatives
Officers Assistants
 VERTICAL COMMUNICATION
The upward communication is just opposite to
the downward communication.
The function of upward communication is to
supply information to the upper levels
about what is happening at the lower level.
This type of communication includes progress
report, suggestions and request for aid .
 VERTICAL COMMUNICATION
• Vertical communication consists of communication up and
down the organization's chain of command.
• Downward communication starts with top management
and flows down through management levels to line
workers.

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

DOWNAR UPWARD
D

VERTICAL COMMUNCATION
 Downward communication vs. Upward
communication
Downward Communication Upward Communication

• It represents the flow of • It represents the flow of

information from top information from lower
level to lower levels. level to top level .
• Its purpose is to • Its purpose is to keep
communicate policies, the superiors informed
procedures, orders and about the progress of
instructions to the work and difficulties
sub- ordinates. faced in the execution
of orders.
 Downward communication vs. Upward
communication
Downward Communication Upward Communication
• It is used to give reports
• It is used to get things
and convey reactions of
done through the sub-
sub-ordinates to the
ordinates.
management.
• It takes the form of
• It takes the form of
written and oral
activity reports,
instructions , letters,
suggestions, grievances
memos, company
etc.
publication etc.
 Downward Communication
• Downward communication moves from
top to bottom, i.e., from the CEO to
downwards.
• It travels through senior executives to
junior level functionaries.
• Examples: Notices, circulars etc.
 Objectives of Downward communication

1. To give instructions about what to do

and how to do.
2. To explain organizational policies,
programs and procedures.
3. To know how effectively a person is
performing his job.
4. To motivate employees to improve their
performance.
5. To train subordinates in performing their
jobs.
Highly Directive, from Senior to
subordinates, to assign duties, give
instructions, to inform, to offer feedback,
etc.
 Merits of Downward
communication
• Mission and Goals
• Plans and Policies
• Duty and authority
• Job Satisfaction
 Mission and Goals
• It informs the employees about the
organization mission, goals and how
they should contribute their best to
accomplish these goals.
 Plans and Policies
• It provides the employees with
information regarding organizational
plans and policies.
 Duty and authority
• It facilitates the employees in
knowing what is expected from them
and the extent of their authority.
 Job Satisfaction
• It increases employees’ job
satisfaction by communicating them
about their better performance.
Problems of Downward communication
• Information is quite often lost or distorted in
the course of its journey.
• It is a one way traffic, which must be flexible
but in reality it is very rigid.
• For any communicative purpose to be served,
it is essential to find out whether the receiver
of the message or information has understood
it.
•It is time consuming.

•The more the levels the more the chances of

delay or dilution of information.

•Downward communication is more likely to be

filtered, modified or distorted at any or each level
as managers decide what should be passed down
to their employees.
•Filtration occurs because of lack of trust and
confidence between employees.

•Sometimes managers withhold information in

order to keep the employees dependent on them
which results in incomplete information,
employees may feel confused, uninformed or
powerless and might fail to carry out their tasks
properly .
 Effective Downward communication

• Be well informed and complete.

• Be short so that there is minimum
distortion.
• Use simple language
• Keep in view the skill and competence of
sub-ordinates to comprehend and
follow instructions.
 Effective Down ward communication

• Follow hierarchical structure of

organization.
• Encourage feedback through upward
communication.
 Modes of downward communication

• Handbooks and pamphlets

• Posters and bulletins
• House journal
• Direct mail
• Annual reports
• Special meetings
 Handbooks
• The employee handbook is a
document compiled by an
organization that is used to inform
employees of rules, regulations, and
policies.
 Handbooks
• Employee handbooks are likely to include
information on the following topics:
employee compensation and benefits,
performance appraisal procedures,
smoking restrictions, leave policies, dress
codes, disciplinary procedures etc.
 Orientation
• Orientation is a training program that
introduces new employees to the company,
their work units, and their particular jobs; it is
used to familiarize employees with the
organization's rules, policies, and procedures.
 Bulletins
• Information concerning the firm is often
communicated on bulletin boards.
• Bulletin boards always help everybody know
all the important things and events that is
going on within an organization.
 Bulletins
• A good bulletin board can also solve
problems before they begin.
• Posting rules and requirements can prevent
a lot of future interpersonal conflicts
between employees and management.
 House journal

• Many firms have their own newsletters or

newspapers, often referred to as house
journals.
• Organizations publish quarterly or monthly
in-house magazines to keep employees
updated about the latest development in the
business, activities conducted in the
company like social or cultural and
achievements by the sales team.
 House journal

• A great deal of information regarding

the organization can be
communicated through these
newsletters.
• They often contain information
about new products, about its
policies.
 House journal

• It provides complete information of

the organization with details on
nature of the business, its
customers, products, policies,
benefits and services available to its
employees.
 Direct mail

• When the top management wants to

communicate matters of
importance, it can use direct mail
intended to employees.
 Special meetings

• The management may schedule special

meetings with the employees to explain
them the new policies and procedures
and to obtain feedback from them.
• Thus, special meetings can be used for
both downward and upward
communication.
 Upward Communication

• Upward Communication is just the reverse

of the downward communication.
• It flows upward from a subordinate to the
superior through middle managerial levels
along the line.
• Examples: Reports, meetings, informal
discussion etc.
• It is non directive in
nature from down
below, to give
feedback, to inform
about progress/probl
ems, seeking
approvals.
•The main function of upward communication is to
supply information to the superiors about what is
happening at the lower levels.

•The purposes of upward communication are to keep

the superiors informed about the progress of the
work and difficulties faced in executing orders,
suggest measures for improvement, communicate
grievances etc.
This communication keeps the managers aware of how
employees feel about their jobs and the organization in
general.

It helps managers in taking certain decisions.

Upward communication can flourish only in democratic

organizational environment.

It helps in knowing the attitude of people.

 Problems in upward
communication
• Superiors do not like to be ‘told’ or even like
to hear from their juniors against their wishes.
• Hence the piece of communication may quite
often not even be allowed to go up.
• It may be distorted or misinterpreted.
• The employees may feel let down or become
shy and reluctant to express themselves.
Effective Upward Communication

The initiative rests with the superiors

who should:
• Actively encourage feedback.
• Be open minded and receptive to new
ideas.
• Listen attentively and empathetically.
• Remove awe of authority.
 Effective Upward Communication

• Create opportunities for superior-

subordinate interaction like meetings,
open door policy, etc.
• Provide suggestion boxes.
• Assure that adverse ideas will not cause
victimization.
Merits of 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

• It provides managers with creative

ideas and suggestions which
probably they could not have
thought of.
 Better relations

• It strengthens superior sub-ordinate

relationship and improves
harmonious industrial relations.
 Overcomes resistance to change

• It overcomes resistance to change on the

part of the employees as they are
allowed to present their fears and
apprehensions before the management.
 Increases motivation

• It increases employees’ motivation to

work.
• Employees feel morally committed to
their work if their grievances, ideas,
suggestions are considered by top
managers.
Limitations of upward communication

• Fears and apprehensions— Sub-

ordinates do not always report the
matters the way they want, for
the fear of being reprimanded by
their bosses.
 Filtration
• A substantial part of communication
gets filtered when it flows upward.
• Each level filters that part of
information which it feels will
present an unfavorable picture of
their superiors.
 Time consuming

• Too many levels in the official chain

of command result in delayed
transmission from the lower levels to
the top level.
 Inattention by Superiors
• Inattention by superiors may even
discourage the sub-ordinates to
speak to higher levels.
 Low morale
• The employees may feel morally
depressed when their grievances and
suggestions to the higher authorities
do not get the required attention.
 Medium of Upward
communication
• Suggestion System
• Grievance procedure
• Open-door policy
• Questionnaires
• Ombudsperson
 Suggestion System

• Many firms have formal suggestion

system.
• They provide for suggestion boxes for
putting in suggestions by the workers.
• They encourage workers to fill
suggestion forms regularly.
• In this system every suggestion should
receive sincere consideration.
 Grievance Procedure
• Grievance procedure gives the sub-
ordinates an opportunity to settle their
disputes within the organization.
 Open-door Policy

• Open-door policy allows workers to

bypass immediate supervisors and talk to
the top executives in regard to important
matters without fear of reprisal.
• This communication reduces tension and
improves trust in sub-ordinates.
Open-door policy has disadvantages too.

It creates a sense of insecurity in managers

when they know that sub-ordinates may lodge
complains directly to upper level managers.
 Questionnaires

• Sometimes, anonymous questionnaires

are given to workers to fill in with a view
to identify problem areas in the
organization.
• When a large number of workers rate a
firm low in a given area, the
management should deal with it
immediately and find solutions thereof.
 Ombudsperson

• The organizations having no union can have

a complaint officer called an ombudsperson.
• He hears employees’ complaints,
investigates them and recommends
appropriate actions to the top management.
• This form of grievance resolution channel
resolves the problems swiftly.
 Vertical/Lateral Communication
Managing Director

Divisional Manager Divisional Manager

(Steel) (Cement)

Deptt Deptt Deptt. Deptt Deptt Deptt

head
Head head( markt head Head head
 Horizontal Communication

• This type of communication refers to

communication between various department
or units representing the same level, or
people within the same or different
departments without having a superior-
subordinate relationship.
• It flows between persons at the same
hierarchical level.
•It is known by various other names like sideways
communication, lateral communication, inter-scalar
communication.

•This form of communication takes place among peer

groups or hierarchically equivalent employees.
 Merits of Horizontal communication

• It speeds up the flow of work in

organization.
• It facilitates problem-solving amongst
members at the same level and brings
about co-ordination.
• It develops mutual trust and confidence
amongst similar position holders of
different departments.
•It relieves top managers of the burden of solving
problem of the lower levels if they can manage to
solve them on their own.
 Limitations of Horizontal
Communication
• In the modern age, functional heads are
so highly specialized in managing
activities of their departments that they
lack knowledge of other functional areas.
• This hampers communication at the
horizontal level.
For example:- marketing manager may not appreciate
the problem of the finance manager in collecting
payments from the debtors and insist on liberal credit to
customers.

2.Personal likes and dislikes amongst members of

different work groups can obstruct free flow of
information among them.

3.Differences in perceptions and attitudes of functional

heads can be counter-productive in horizontal
communication.
For example:-

If the chief executive of the company directs

functional heads to cut down costs, finance manager
may want marketing manager to cut selling expenses
while marketing manager may want production
manager to cut production costs.
This might lead to inter-departmental conflicts.
The best example of lateral communication can be
seen in the interaction of production and
marketing departments.

Strategies of marketing cannot be fruitful unless its

plans are communicated to the production
department.
 Objectives of lateral
communication
• To co-ordinate among various individuals or
departments.
• To resolve conflicts among various employees
of the department.
• To exchange information among various
employees of the department.
• To promote social relations among employees
in the organization.
 Diagonal or Crosswise
Communication
Diagonal or Crosswise Communication cuts
across different functions and levels in an
organization.
Diagonal Communication travels from sub-
ordinates to supervisors.
The increased use of e-mails also encourages
cross wise communication.
For Example:- when a sales manager directly communicates
with the Vice-President (production) who is not only in a
different division but also at a higher level in the
organization, they are engaged in diagonal communication.

Any employee can communicate via e-mail with another

employee, regardless of the receiver’s function or status.

It is also called radial or circular communication.

The major problem with diagonal communication is that

it departs from the normal chain of command.
 Oral Communication
• It involves exchange of messages with the
help of spoken words.
• Oral communication may take place
(i)by face to face contacts
(ii)through mechanical devices ex:-telephones,
intercom system, mobile etc.
Face to face conversation is the most natural way of
transmitting the message.

Oral orders, personal interviews, lectures, group

discussions
, social gatherings etc. are frequently used in our
daily life.
Advantages of oral communication
• It is relatively less expensive as compared to
written communication.
• It is more effective because of direct
contact.
• It helps in getting quick response from the
receivers.
• Face to face contacts can be made effective by
supporting them with gestures.
Oral communication is faster as compared to
written communication.

Oral communication is very useful for discussing

problems in groups.

It is very much helpful when the time available is very

short.

It also helps in knowing the reactions of the receivers

quickly.
 Disadvantages of oral
communication
• Oral communication is not possible when
parties to communication are at distant places
and no electronic means of communication is
available.
• Communication through the electronic device
may not be reliable because of the possibility
of the breakdown in the transmission system.
It cannot serve as an authentic piece of record unless
the conversation is audio or video recorded.

Oral communication may give rise to conflicts in certain

situations because of immediate response from the
listener. Even if there is a slip of tongue by a person, the
words spoken once can’t be taken back.

Oral communication may be ignored by the receiver of

the message. This would delay action.
 Two Sides of Oral Communication

• 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

• Speaker can make his speech more vivid and

forceful by conveying through facial
expressions, tone and pitch of the voice.
 Inattentive listening

• For effective communication, listening skill

plays important role.
• Most of the persons seem listening, but do
not listen because of wandering of mind to
other matters, using or selective perceptions,
egoism etc.
• The communication does not take place
because of inattentive listening.
Unproductive in unhealthy relations

• At times face to face communication proves

counter-productive when the relations
between the parties are unhealthy.
• It may lead to further conflicts and
confrontation.
 Principles of successful oral
communication
• Clarity of Expression
• Be precise
• Choice of words
• Avoid hackneyed phrases
• Avoid communication overload
• Listener’s interest
• Easy flow
• sequence
• Strong conviction
 Clarity of expression

• The speaker should speak clearly and

slowly.
• Pronunciation and accent of the speaker
are also important.
 Be precise

• There should be precision in the

statements.
• For ex:- increase the prices by 10% this
statement is specific instead of saying
increase the prices.
 Choice of Words

• Use of familiar words is better than

unfamiliar words.
• Ambiguous words should be
avoided.
 Avoid hackneyed phrases
• Do not use the phrases which have
lost their impact and have
become dull.
• For ex:- so then, you see, you
know
 Listener’s interest

• A good speaker should know his

audience, their culture, education,
level of intelligence.
• A speaker must take into
consideration the listeners around
him.
 Easy flow
• There should be natural style which is
more effective than complicated style.
• The speaker should cultivate an
impressive voice.
• Harsh, shrill voice and artificial style
become repulsive and therefore the
purpose of communication is defeated.
 Sequence

• The speaker should arrange various

ideas in a logical sequence.
• Rambling thoughts and irrelevant
ideas are never effective.
 Strong Conviction
• The speaker should think carefully, speak
sincerely, plan intelligently in order to
make his speech effective.
• He must have strong conviction about
what he says.
 Written Communication
• Written communication is transmitted by
written words in the form of letters, memos,
circulars, bulletins, reports, instruction cards,
manuals, magazines, handbooks etc.
• It generally moves downward.
• Upward communication in the written form is
generally discouraged, or the workers are
reluctant to use it.
Management style

Dynamic management should encourage it by

installing a suitable suggestion system under which
workers are allowed to write their grievances and
suggestions freely.
 Modes of written communication
• Letters
• Notice
• Memo or memorandum
• Telegram
• Telex
 Letters

• The message is transmitted from the sender

to the receiver through a letter.
 Notice

• Notice is one of the best methods when many

people within an organization are to be
contacted.
• Notice is a common method of mass
communication.
 Memo or Memorandum
• It is a message between members of a
company, pertaining to routine matters.
 Telegram
• For contacting people at distant places
telegrams can be used.
• It gives an impression of urgency to the
receiver.
• To convey the matters urgently and to take
quick actions, telegrams are used.
 Telex
• It is a telegraphic device which has a facility to
type out the messages simultaneously on the
senders machine and the receivers machine.
• It is used to send as well as receive messages.
 Advantages of Written
communication
• Written communication can be used to issue
instructions and orders to the sub-
ordinates.
• It is very difficult to alter the contents of the
written message so it can’t be distorted.
• Written communication is a cheaper means of
communication when parties to communication
are situated at distant place.
Written messages are more formulated than oral
communication. That is why they are more specific and
clear. One can think adequately before writing anything.

Response to written communication is generally well

thought out because the receiver gets sufficient time to
understand and evaluate the message.

Written communication serves as a reliable record for

future reference and can be used in legal proceedings.
 Disadvantages of Written
Communication
• Written communication is more expensive for
transmitting short messages.
• It also takes time to convey the message.
• Written communication is generally formal in
nature, it does not involve personal touch
between the parties.
Once a written message has been dispatched, there is
little scope left for making amendments for the
inaccuracy that might have crept into it.

If the written communication is poorly drafted, it may

create misunderstanding and confusion in the mind of the
receiver.
 Comparison of Oral and Written
communication
Oral Communication
• It is expressed through
spoken words.
• It takes less time.
• It may not be precise.
• It may not be complete. It
may be difficult to
understand it.
• It is generally informal in
nature.
Written communication
• Communication is
expressed in writing.
• It takes more time.
• It can be precise.
• It is not difficult to
understand written
communication if it is
expressed in unambiguous
terms.
• It is generally formal in
nature.
 Comparison of Oral and Written
communication
Oral Communication Written communication
• Oral message may be • Written message is
taken casually. generally taken seriously.
• Oral message may not be • Written message can be
verifiable. verified from the records.
 Gestural Communication
• Communication through gestures or postures is
often used as a means to supplement verbal
communication.
• If there is a face to face conversation between two
persons, they can better understand the feelings,
attitudes and emotions of each other.
• Gestural communication is very helpful to motivate
the sub-ordinates.
For example:- handshake with the sub-ordinate or pat on
the back of the sub-ordinate.

Gesture is a movement of the head, hand, body etc. to

express an idea, feeling, emotion.

As gestures have meanings so they should be coordinated

with proper intensity of speech.

A presenter while facing the audience is advised to keep

positive gestures, since it indicates his positive personality.
Adroit gestures can add to the impact of a speech.

An ungainly gesture (like playing with your key chain or button)

can mar the effectiveness of message.

For example:- arms spread apart convey the meaning of

“wide”.

ii. Shuffling from one leg to another means “nervous”

Gestures should not divert the attention of the listener and
distract from your message.

Gestures can be divided into following types:

Enumerative -- Numbers
Descriptive -- Size of the objects
Symbolic -- abstract concepts
Locative -- location of an object
Emphatic -- emphasis