SubjectTechnical Communication Code: KAS 301/401

Lecture
on
Media and Types of
Communication
By:Dr Ritu Soryan

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 Technical Communication
(KAS 301//401)
Unit 1

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 Topic 5
Levels and flows of communication

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 Contents

• Introduction
• Levels of Communication
• Flow of Communication
• Communication Networks
• Formal Networks
• Informal Networks (Grapevine)
• Quiz
• FAQs
• Summary
• Next Topic
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 Introduction

Percentage of
Name of the Topic Duration Assignments coverage in
(Hrs) Internals/Exams
Levels and flows of communication 1 1.2 2.8

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 Levels of Communication

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 • Intrapersonal –internal/within an individual
• Interpersonal- few people
• Organizational- different hierarchical levels
• Internal-operational
• External operational
• Personal
• Mass- meant for large audience and requires
a medium to transmit information
• Extra personal- human being and non human
entities (human and pet dog or parrot)

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 Extra personal Communication

When your pet dog comes to you wagging its tail as soon
as you return home from work, it is an example of extra
personal communication. A parrot responding to your
greeting is another example. More than any other form,
this form of communication requires perfect
coordination and understanding between the sender and
the receiver because at least one of them transmits
information or responds in sign language only.

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 Intrapersonal Communication
Intrapersonal communication takes place within an
individual. We know that the brain is linked to all parts of
the body by the electrochemical system. For example, when
you begin to ‘feel hot’, this information is sent to the brain
and you may decide to ‘ turn on the cooler’ responding to
instructions sent from the brain to the hand. In this case,
the relevant organ is the sender, the electrochemical
impulse is the message , and the brain is the receiver. Next
the brain assumes the role of sender and sends the
feedback that you should switch on the cooler. This
complete the communication process.
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 Interpersonal Communication

Interpersonal communication can be formal or informal.

Your interaction with a sales clerk in a store is different
from that with your friends and family members; the
interaction between the panel members and the
candidate appearing at an interview is different from the
conversation between two candidates waiting outside.
Hence, depending upon the formality of the situation,
interpersonal communication takes on different styles.

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 Organizational Communication

Communication in an organization takes place at different

hierarchical levels. As we have learnt, it is extremely
necessary for the sustenance of any organization.
Internal –operational : All communication that occurs in
the process of operations within an organization is
classified as internal –operational.
External- operational :The work –related communication
that an organization has with people outside the
organization is called external operational communication.
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Personal : All communication in an organization
other than that for business or official purposes
is called personal communication.

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 Flows of Communication

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 Communication can flow

Vertically

Laterally/Horizontally

Diagonally

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 Vertical
Upward
Suggestions, requests, complaints, report
s, feedback, proposal, & grievances, etc.

Downward
Policies, procedures, awards,
motivation, counseling,
instructions & budgets etc.

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1. Upward Flow of Communication: Communication that
flows to a higher level in an organization is called upward
communication. It provides feedback on how well the
organization is functioning. The subordinates use upward
communication to convey their problems and performances
to their superiors.
• The subordinates also use upward communication to tell
how well they have understood the downward
communication. It can also be used by the employees to
share their views and ideas and to participate in the
decision-making process.

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• Upward communication leads to a more committed and loyal
workforce in an organization because the employees are given a
chance to raise and speak dissatisfaction issues to the higher
levels. The managers get to know about the employees feelings
towards their jobs, peers, supervisor and organization in general.
Managers can thus accordingly take actions for improving things.
• Grievance Reversal System, Complaint and Suggestion Box, Job
Satisfaction surveys etc all help in improving upward
communication. Other examples of Upward Communication are -
performance reports made by low level management for reviewing
by higher level management, employee attitude surveys, letters
from employees, employee-manager discussions etc.

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 HORIZONTAL /LATERAL

Interaction with peers

or colleagues at same
level is called
lateral/horizontal
communication

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 Lateral / Horizontal Communication

• takes place at same levels of hierarchy in an

organization

• communication between peers

• Facilitates co-ordination of the task.
• Facilitates co-operation among team
members.

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 DIAGONAL

Interaction with
colleagues at different
level and in different
department is called
diagonal
communication

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 Cont…
Diagonal/ Crosswise Communication
• takes place between a manager and
employees of other workgroups

• E.g. To design a training module a training

manager interacts with an Operation
personnel to enquire about the way they
perform their task.

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 Diagonal Communication

Communication that takes place between a manager and

employees of other workgroups is called diagonal
communication. It generally does not appear on
organizational chart. For instance - To design a training
module a training manager interacts with Operation
personnel to enquire about the way they perform their task.

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 Communication Networks

Formal
Informal

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 Formal Communication Networks

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Type of Network
Wheel Network Information flows to and from one central
member.

Chain Network Members communicate only with the people next

to them in the sequence.

Wheel and chain networks provide little interaction.

Circle Network Members communicate with others close to them

in terms of expertise, experience, and location.

All-Channel Networks found in teams with high levels of

Network communications between each member and all
others.

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 Informal Network (Grapevine)
• The term “grapevine” can be traced to Civil
War days when vine-like telegraph wires were
strung from tree to tree across battlefields and
used by army intelligence. The messages that
came over these lines were often so confusing
or inaccurate that soon any rumour was said
to come from the grapevine.

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Informal Communication Networks in
Groups and Teams contd.
A
Message passed following One person passes
information to all
a strand
B

C
C
D B
E
D F A
G

Single strand Gossip

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 Informal Communication Networks in
Groups and Teams contd.

Each person tells other Some people tell

at random something to some
selected ones
H
L F I
J

I G C
F D B
K D E
C
H E G
A B A

Probability Cluster
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Advantages & Disadvantages of Grapevine

• Speedy transmission • Misunderstanding

• Valuable feedback • Incredible
• Not expensive • Distortion
• Psychological • Reveal some degree of
satisfaction error
• Support to formal • Damage to organisation
channels

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 Quiz
1. What is extra personal communication?
a. communication between God & man
b. communication between male &female
c. communication between human non-human
d. communication between internal & external communication
2. Vertical communication takes place between………………..
3. Write 4 points that will differentiate interpersonal communication than any
other level communication.
4. Communication between employees whose hierarchical status is the same is
known as ………………. flow.
5.The informal communication network that exists in an organization along with the
formal network is called……………..

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 FAQs
• Explain the three levels of communication.
(2018-19 )

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 Key Takeaway

• Communication is a pervasive activity. It takes place

at all levels (top, middle, and low) and in all
functional areas (production, finance, marketing
personnel, etc.) of a business enterprise.
• Communication in an organization is
multidimensional as it flows in several directions. It
may flow vertically, horizontally and diagonally.
Vertical communication flows between superiors and
subordinates. It may flow downward or upward.
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 Next Topic
Paragraph Writing

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 Thank you

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