Dimensions of

communication;
Channels of
communication; Effective
communication. Simulation
exercise on Channels of
Communication
TOPICS TO BE COVERED

– Dimensions of communication; Channels of communication; Effective

communication. Simulation exercise on Channels of Communication
Typology Of Communication

– Communication in organizations can be studied under the following headings:

Types of
Communication

DIMENSION/
CHANNEL METHOD NETWORK
DIRECTION

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Channels of Communication

– A communication channel is the route through which messages flow from the
sender to the receiver. They are broadly of two types:
(i) formal
(ii) informal

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Formal Communication

– Follows the route formally laid down in the organization structure.

– Paths of communication which are institutionally determined and which are
associated with the status or position of the sender and the receiver.
– Flows smoothly and timely to the points where it is required.

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Organizational Pyramid/Structure

BOARD OF DIRECTORS

MANAGING DIRECTOR

TOP LEVEL MANAGEMENT

MIDDLE LEVEL MANAGEMENT

SENIOR SUPERVISORS

FIRST LINE SUPERVISORS

EMPLOYEES/SHOP FLOOR EMPLOYEES

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Informal communication (Grape vine)

– Communication between individuals and groups which are not officially

recognized is known as informal communication.
– It is multiple in nature, the same person having social relationships with several
other persons.
– Exists outside the official networks.
– Unofficial information travels.

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Factors responsible for Grapevine

 Feeling of insecurity
 Lack of confidence
 Formation of favored group
 Some unusual happening in the organization
 Personal problems of the employees

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FORMAL COMMUNICATION INFORMAL COMMUNICATION

– Follows the officially established

– Independent of the authority
chain of command.
relations.
– Task –oriented
– People oriented.
– Consists mainly of work-related
– Work related as well as social
matters.
messages.
– Orderly and systematic
– Unsystematic
– Can be oral and written.
– Mostly oral
– Message is accurate and – Cannot be considered authentic.
authentic.

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Dimensions of Communication
– Communication is multidimensional or multidirectional.
– There are various directions in which it flows.
a) Downward
b) Upward
c) Horizontal or lateral
d) Diagonal or crosswise
e) Inward
f) Outward

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Dimensions of Communication

a) Downward Communication:

– Flow of information from a superior (high level) to a subordinate (lower level).

– Used to issue orders and instructions to employees.

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 Downward communication

Written
Oral
 Instructions
 Instructions
 Memoranda
 Speeches
 Letters
 Meetings
 Handbooks
 Telephone
 policy statements
 Loudspeaker
 procedures electronic news displays
 others
 others

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Dimensions of Communication

b) 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.

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Dimensions of Communication
c) 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.
– Includes interdepartmental reports, requests,
suggestions and informal communication among peers
at the same level.
– For ex: a meeting b/w sales manager and production
manager.

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Dimensions of Communication

d) Diagonal or Crosswise Communication:

– It includes flow of information among persons at different
levels who have no direct reporting relationships.
– It cuts across department lines.
– For ex- cost and works accountant who is interested in
conducting a distribution cost analysis may ask a report
directly from the sales representatives.
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Dimensions of Communication
e) Inward Communication:
It includes all the information received by the organization
from external agencies, which may be:
– other organizations
– government,
– suppliers,
– customers,
– competitors
– shareholders

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Dimensions of Communication

f) Outward Communication:
– The communication which the organization maintains with the
outside world.
– It may be in the form of:
– advertisements
– media interaction
– public relations
– negotiations
– mails
– letters

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18 The seven C’s
– When We talk about “ Effective Communication”
one thing that comes in mind, what are the basic
principles of “effective communication” .
– These principles tells us how your message can
becomes effective for your target group,
– These principles also tell about style and
importance of the message.
– These principles commonly known as 7 C’s of
effective communication.

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 Seven C’s of Effective Communication
19
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness

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20 1. COMPLETENESS

Business message is complete when it contains all facts the reader or listener
needs for the reaction you desire.
As you strive for completeness, keep the following guidelines in mind;
 Provide all necessary information
 Answer all questions asked
 Give something extra when desirable

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21 COMPLETENESS

– Answer all questions that are asked

– Give something extra when desirable
– Check for five Ws & one H
– Who
– What
– When
– Where
– Why and
– How

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22 2. CONCISENESS

1. Eliminate wordy expressions

2. Include only relevant statements
– be focused
– Shorten & avoid long explanations
– avoid gushing politeness
3. Avoid unnecessary repetitions
– use short forms the second time
– use pronouns

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23 Eliminate Wordy Expressions
Use single words in place of phrases.

Example

Wordy: At this time

Concise: Now

Wordy: Due to the fact that

Concise: Because
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24 CONCISE
o Due to the fact that o Because
o Employed the use of o Used
o Basic fundamentals Completely
o Fundamentals
eliminate
o Alternative choices o Eliminate
o Actual experience o Alternatives
o Connected together o Experience
o Final result
o Connected
o Prove conclusively
o Result
o In as few words as possible
o Prove
o Concisely

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 3. CONSIDERATION
25
Consideration means preparing every message with the intended receiver
in mind; try to put yourself in their place.
– Focus on YOU instead of I & WE
– Show reader benefit & interest
– Emphasize on positive & pleasant
– Show empathy. Ask how would you feel if you were to receive this
message.

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Focus on “You” Instead of “I” or “We”
26

Using “you” does help project

a you-attitude. But overuse
can lead to a negative
reaction.

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27Show Audience Benefit or Interest in the
Receiver
Reader may react positively when benefits are shown them. Benefits must
meet recipients:
– needs
– address their concerns, or
– offer them rewards
– Most important they must be perceived as benefits by the receivers.

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28 Ex.- Write with a ‘you ‘ attitude , it shows
consideration  
– I want to express my sincere thanks . I ATTITUDE

– Thank you for your kind words. YOU ATTITUDE

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Ex -Avoid negative – unpleasant words to show
29
consideration
– We regret to inform you that we will not be able to execute your order
until…..NEGATIVE

– Thank you for your order. The goods will be sent to you as soon as…..
POSITIVE

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 4. CONCRETENESS
30
Communicating concretely means being specific, definite,
and vivid rather than vague and general.
– Use specific facts and figures
– Put action into words
– Choose vivid image building words by comparison &
figurative language
– Use more adjectives and adverbs

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31 Use Specific Facts and Figures

It is desirable to be precise and concrete in both written and oral business

communication.

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32 Example

Vague, General, Concrete, Precise

Indefinite

– In 1996, the GMAT

– Student GMAT
scores averaged 600;
scores are higher. by 1997 they had
risen to 610.

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33 Put Action in Your Verbs

Verbs can activate other words and help make your sentences alive, more
vigorous.
 Use active rather than passive verbs.
 Put action in your verbs rather than nouns

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34 Example

– Passive : Your efforts are appreciated by all of us.

Active: All of us appreciate your efforts.

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35 Choose Vivid, Image-Building Words

Business writing uses less figurative language than does the world of fiction.

Bland Image More Vivid Images

This is a long This letter is three
letter. times as long as you
said it would.

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36 5. CLARITY

Getting the meaning from your head to the head of your reader (accurately) is
the purpose of clarity.
Of course you know it is not simple. We all carry around our own unique
interpretations, ideas, experiences associated with words.

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37 CLARITY
– Choose short , familiar & conversational words
– Construct effective sentences and paragraphs by unity of idea and
sequencing
– Achieve appropriate readability by using formal & informal language
– Include examples, illustrations & visual aids

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38 Ex : Use simple words
– Subsequent later
– Accede agree
– Endeavour try
– Supersede replace
– Disclose show
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39 6. COURTESY

– True courtesy involves being aware not only of the perspective of others, but

also their feelings.

– Courtesy stems from a sincere you-attitude.

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 COURTESY
40

The following are suggestions for generating a courteous tone;

– Be sincere , tactful, thoughtful and appreciative
– Omit expressions that hurt , irritate, or insult
– Grant apologies graciously

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41 CORRECTNESS
– At the core of correctness is proper grammar, punctuation, and spelling.
– However a message may be perfect grammatically and mechanically but
still insult or lose a customer.

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