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TOPIC

CHANNELS OF COMMUNICATION

Communication is the effective sharing or transmission of facts opinions or emotions by 2 or more people. The 3 basic elements of communication are :-

The Sender The Message The Receiver.

WHAT IS COMMUNICATION ?

METHODS OF COMMUNICATION

Communication

Video conferencin

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Blog writing

Web content

Tele conferencin

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CHANNELS OF COMMUNICATION IN AN ORGANISATION In an organization, information flows forward,

backwards and sideways. This information flow is referred to as communication. Communication channels refer to the way this information flows within the organization and with other organizations.

For example, reports from lower level manager will flow upwards. A good manager has to inspire, steer and organize his employees efficiently, and for all this, the tools in his possession are spoken and written words.

ORGANISATION

INTERNAL

FORMAL

VERTICAL

UPWARD

HORIZONTAL

DOWNWARD

INFORMAL

GRAPEVINE

EXTERNAL

MEDIA

CUSTOMERCLIENTSAGENTS

ETC

GOVT PUBLIC

OTHER ORGANISATION

What kind of information flow happen in an organization?

And

Information flow happens between whom?

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Types of business communication

1. Internal communication: This is the communication that takes place within an organization. In addition to the usual face to face, telephone, fax or mail; modern organizations may use technology to communicate internally. Technology may be used for e-mails or a linked internal communication.

2. External communication: Communication between the organization and those outside the organization. The communicate with other businesses can be through telephone, fax ,internet etc.

* EXAMPLE

External communication

• Letters• Fax• Direct mail• Internet• Video• Telephones• Advertising• websites

Internal communication

• Team briefing• Notices• Reports• Memos• Face to face • E-mail

Types of communication in an organization.

Formal CommunicationChain of commandWritten wordRepresentative system

Informal CommunicationGossipsGrape vine talksChit chats

I. FORMAL COMMUNICATION

A. Vertical Communication

Vertical communication is communication that flows both up and down the organization, usually along formal reporting lines-that is, it is the communication that takes place between managers and their superiors and subordinates. Vertical communication may involve only two persons, or it may flow through several different organizational levels.

1. Downward Communication• Downward Communication occurs when information flows down the hierarchy from superiors to subordinates.

• Examples : Orders, circulars, individual instructions, policy statements, Inter- Office Memos, e-mail, notices

• It is best suited for organizations where the line of authority runs distinctly downwards.

• Main objectives:

To give specific directions to subordinates about the job entrusted.

To explain organizational policies and procedures.

To apprise the subordinates of their performance.

To give subordinates the rationale of the job so that they understand the significance of the job in relation to organizational goals.

2. Upward Communication

Upward communication consists of messages from subordinates to superiors. This flow is usually from subordinates to their direct superior, then to that person’s direct superior, and so on up the hierarchy. Occasionally, a message might by-pass a particular superior.

Examples : The typical content of upward communication is requests, information that the lower-level manager thinks is important to the higher-level manager, responses to requests from the higher-level manager, suggestions, complaints, and financial information.

Importance : 1.Providing feedback: Whether directions issued are understood by lower staff.

2.Outlet for pent-up emotions : Grievances and problems addressed, solutions are developed and employees feel better after having talked about them.

3.Constructive suggestions: These can be secured for improvement of the organization.

IIPM SS 11-13 i(A2) 14

B. Horizontal Communication Whereas vertical communication involves a superior and a subordinate,

horizontal communication involves colleagues and peers at the same level of the organization.

For example : an operations manager might communicate to a marketing manager that inventory levels are running low and that projected delivery dates should be extended by two weeks. Horizontal communication probably occurs more among managers than among non managers.

Horizontal communication serves a number of purposes.

It facilitates coordination among interdependent units. For example, a manager at Motorola was recently researching the strategies of Japanese semiconductor firms in Europe. He found a great deal of information that was relevant to his assignment.

He also uncovered some additional information that was potentially important to another department, so he passed it along to a colleague in that department, who used it to improve his own operations.

Horizontal communication can also be used for joint problem solving, as when tow plant managers at Westinghouse got together to work out a new method to improve productivity.

Finally, horizontal communication plays a major role in work teams with members drawn from several departments.

Diagonal Communication

*This occurs when communication occurs between workers in a different section of the organization where one worker is on a higher level.

*For example diagonal communication will occur when a department manager converses with an employee in another department.

 

*It allows cross communication between departments

Helo, officer,tell me, is there an emergency?

Hello lieutenant,patroling ecxz speaking sir,I’m rite here at the crime scene

Diagonal communication is usually verbal.

It is a most direct and fastest method of communication.

Disadvantages

It can destroy lines of authority and formal chains of command.

It can lead to conflicting orders and hence to further confusion

II. INFORMAL COMMUNICATION IN ORGANIZATIONS

Communication that takes place in an organization that transcends formal channels and instead follows any of several methods. Fig. 3 illustrates numerous examples of informal communication.

F I G U R E 3. Informal Communication in Organizations

“Grapevine“

1. a secret means of spreading or receiving information

2. the informal transmission of (unofficial) information, gossip or rumor from person-to-person -> "to hear about s.th. through the grapevine"

3. a rumor: unfounded report; hearsay

Grapevine Characteristics

oral mostly undocumented open to change fast (hours instead of days) crossing organizational boundaries

Grapevine Characteristics

inaccuracy: levelling

deletion of crucial details sharpening

exaggeration of the most dramatic details

while the grapevine generally carries the truth it seldom carries the whole truth

Grapevine Figures

70% of all organizational communication occurs at the grapevine level

estimated accuracy rates: 75-90% the incorrect part might change the

meaning of the whole message though

an estimated 80% of grapevine information is oriented toward the individual while 20% concerns the company

EXTERNAL COMMUNICATION

Communication that takes place between a

manager and external groups

Such as - suppliers, vendors, banks,

financial institutes etc. For instance - To

raise capital the Managing director would

interact with the Bank Manager.

Investors

Customers

Prospects

Press/AnalystsPartners

Employees

Potential Employees

Influencers

Competitors

EXAMPLE

The communication looks fairly simple

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Investors

Customers

Prospects

Press/AnalystsPartners

Employees

Potential Employees

Influencers

Competitors

Now how complicated does it look ?

TEACHERS

UPWARDTo

Superior

DOWNWARDTo

Subordinates

HORIZONTAL

To Peers Member

s of Teaching Team