Amity Institute of English Studies &

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Communication

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 Amity Institute of English Studies &
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Communication

Latin- “Communicare”– “to Share”

“Communis” – to impart a piece of information, message,
idea/concept
DEFINITION:
• “Communication is a process of exchanging of facts, ideas and
opinions. It is the transmission and interaction of facts, ideas,
opinions, feelings or attitudes”
• According to American society of training directors:
“communication is the exchange of thought or information to bring
about mutual understanding and confidence or global human
relations”
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Process of communication
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Communication process is

• Dynamic

• Two-way

• On-going

• Unavoidable

• continuous

• Includes noise

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Steps of Communication Process

1. Ideation

2. Encoding

3. Transmission

4. Decoding

5. Feedback

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Communication is a process
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PURPOSE
• INFORMING

• ADVISING

• PERSUADING

• WARNING

• EDUCATING

• NEGOTIATING

• SUGGESTING

• ORDERING

• MOTIVATING
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Gateway to effective communication
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Gateway to Effective Communication

•  Interpersonal Trust

• Effective Listening

• Proper Feedback

• Non-Verbal Cues

•  Non-Directive Counseling.

• Be aware of cultural difference

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7 C’s of Communication
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Flow of Communication
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• Downward Communication – From higher levels to the lower.

Example - Leaders, from central office administrators to building– level administrators,
communicate downward to group members through speeches, messages in University
bulletins, University board policy manuals, and school procedure handbooks.

Implementation of goals, strategies, and objectives. 

Job instructions and rationale. These are directives on how to do a specific task.
Procedures and practices. These are messages defining the school organization’s
policies, rules, regulations, benefits, and structural arrangements in order to get
some degree of uniformity in organization practices.
Performance feedback.
Reinforcement Messages.

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 Amity Institute of English Studies &
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• Upward Communication – From the lower levels to the upper ones.

Uses-
1.Problems and exceptions. These messages describe serious problems and exceptions
to routine performance in order to make the leader aware of difficulties.
2.Suggestions for improvement.
3.Performance reports.
4.Grievances and disputes - Employee complaints and
5.Financial and accounting information - Pertain to costs, accounts receivable, interest
on investments, tax levies, and other matters of interest to the board, central
administration, and building– level administrators.
Vertical communication is when communication flows systematically between supervisors
and subordinates (Upward and downward)

Diagonal communication is cross-functional communication between employees at

different levels of the organization

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• Horizontal Communication – Companies with greater size and complexity increase

the need for communication laterally or diagonally across the lines of the formal
chain of command. 
Uses -
1.Intradepartmental problem– solving. Communication between members of the same
department.
2.Interdepartmental coordination. Interdepartmental messages facilitate the
accomplishment of joint projects or tasks in a school or divisions in a school– wide
organisational system.
3.Staff advice to line departments. These messages often go from specialists in
academic areas, finance, or computer service to campus– level administrators seeking
help in these areas.

In brief, horizontal communication flows exist to enhance coordination. This horizontal

channel permits a lateral or diagonal flow of messages, enabling units to work with other
units without having to follow rigidly up and down channels. Many universities build in
horizontal communications in the form of task forces, committees, liaison personnel, or
matrix structures to facilitate coordination.
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 How to Overcome
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1.The open– door policy.

2.Counselling, attitude questionnaires and exit interviews. The leader can greatly
facilitate upward communication by conducting nondirective, confidential counselling
sessions; periodically administering attitude surveys, and holding exit interviews for
those who leave the organisation.
3.Participative techniques. Group decision making can generate a great deal of upward
communication accomplished by the use of union– management committees, quality
circles, suggestion boxes, site– based councils etc.
4.The ombudsperson. More recently, it has gained popularity in universities. If
developed and maintained properly, it may win where the open– door policy has failed.
5.The union contract. A platform where union conveys to the administration the
feelings and demands of various employee groups. Collective bargaining session
constitutes a legal channel of communication for any aspect of employer– employee
relations. Grievance is a part of this..
6.The grapevine. Although leaders may be reluctant to use the grapevine, they should
always listen to it. The grapevine is a natural phenomenon that serves as a means of
emotional release for staff members and provides the administrator with significant
information concerning the attitudes and feelings of the staff.
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Flow of COMMUNICATION
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Thank You

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