Lecture 1

Class: TY BSc
Subject : Business Communication
Subject Code: PUSASQF 501
Chapter: Chapter 2
Chapter Name: Communication and Organization Structure

1
Today’s Agenda
1. Forms of Communication 7. Gateways to Effective Communication

2. Formal Communication 8. Seven Cs of Written Communication

1. Downward Communication
2. Upward Communication 9. Seven Cs of Oral Communication
3. Horizontal Communication
4. Consensus

3. Informal Communication – Grapevine

1. Forms of Grapevine Communication

4. Verbal & Non Verbal Communication

5. Barriers of Communication

6. Principles of Effective Communication

2
1 Forms of Communication
Forms of
Communication

Internal External

Within organization Outside organization

Companies,
Formal Informal Government,
general public
Grapevine – Vertical /
Prescribed channels
Horizontal / Diagonal
3
 1 Forms of Communication
Additional forms of communication :

Communication
On the basis of Regulation On the basis of Expression

Formal Informal Verbal Non Verbal

Vertical Single chain Oral Body language

Downward Upward Star chain Written Paralanguage

Probability Signs & Symbols

Horizontal

Cluster
Consensus
4
2 Formal Communication
Formal communication - Formal communication flows along prescribed channels which all members
desirous of communicating with one another are obliged to follow.

Advantages Disadvantages
Passes through line and authority – ensures Increases the workload of various managers
maintenance of authority & accountability
Helps to develop good relations between Widens the communication gap between
management and subordinates executives and lower level of management
Ensures uniformity in the dissemination of
information
Follow scalar chain of authority – Time consuming
Ensures systematic flow of reliable information
Known source of information – maintains
harmony amongst the employees

5
2.1 Formal – Downward Communication
Downward communication - When the communication flows from higher level to lower level, it is called
downward communication. Order, individual instructions, policy statements, circulars etc. fall under downward
communication.

Advantages Disadvantages
Helps explaining the subordinates about Message may be distorted in transmission from
necessary information for performing the job one level to another
Helps to convey management’s expectations Delay in transmission of message if one level is
Controls the activities of subordinates with not present
active feedback Causes dissatisfaction amongst employees in
Motivates subordinates case of uneven distribution of work

6
2.1 Formal – Downward Communication
How to make it effective ?

• Be adequately informed
• Be clear about how to communicate
• Delegation to lower levels to shorten the line of communication
• Information should be passed on to correct person

7
2.2 Formal – Upward Communication
Upward communication - This communication flows the message from subordinates to superiors. It is reverse of
the downward communication or communication flows from lower level to upper level.

Advantages Disadvantages
Feedback to the superiors Fear that their criticism may be interpreted
Introduction of new schemes without as a sign of their personal weakness
unduly opposition from the employees Bypassed superiors feel insulted which leads
Promotes harmony between the differences between the relationship of the
management and the employees superiors and employees
Redressal of problems and grievances Great possibility of message distortion

8
2.2 Formal – Upward Communication
Methods/Channels of upward communication

• Find out the solution of a particular problem through discussion and with the help of superiors
• Complaint / Grip boxes
• Effective method – Celebration of anniversaries, conducting sport meets, social welfare activities, etc
• Write directly to the higher level
• Emphasizes in the psychological aspect of human being – Counseling method

How to make it effective ?

• Superior should take initiative to get close to the subordinate staff

• Keeping the line of communication short as much as possible
• Timely redress the grievances of the employees

9
2.3 Formal –Horizontal Communication
Horizontal / Lateral communication - This communication flows between persons at the same hierarchy level
either of the same or other department or division of the organization.

Legal

Marketing Sales

Accounts Customer

Administration
10
2.3 Formal – Horizontal Communication

Advantages Disadvantages
Develops mutual trust & confidence Sometimes it creates rivalry among
amongst employees of same level employees of various departments
Develops the feeling of co-ordination among Proximity shows the liking and disliking of an
various departments employee who is near by another in respect
of space
Liking and disliking based on the bias
towards religion, caste, family background,
personality etc

11
2.3 Formal – Horizontal Communication
Methods/Channels of horizontal communication

• Face-to-face discussion
• Telephonic conversation
• Periodical meeting
• Memorandum

12
2.4 Formal – Consensus
Consensus - When a number of people irrespective of their status, sit down and confer with one another to arrive
at a decision acceptable to all, it is called consensus. The format of these communications is predetermined and
cannot be altered.

Consensus involves consultation

• Chief executive takes up the problem and analyse it to understand

• Collect additional facts and information
• Try to find out various means to solve it
• Find alternatives
• He contacts the members individually or invites them to a meeting
• Problem is spelled out to the members
• To carefully listen all members view
• Arrived at solution

13
2.4 Formal – Consensus

Advantages Disadvantages
Easy to accept since decisions are taken post Member is forced to subscribe to a view he
consultation doesn’t hold
Promotes harmony amongst the members May project false image of management
of the group

14
3 Informal – Grapevine
Grapevine / informal communication - A communication held without following a recommended structure in an
organization is informal communication. It is called so because it stretches throughout the organization in all
directions irrespective of the authority levels.

Factors responsible for the grapevine phenomenon

• Feeling of certainty or lack of direction when the organization is passing through a difficult period

• Feeling of inadequacy or lack of self confidence on the part of employee, leading to the formation of gaps

• Formation of a clique or favored group by the managers, giving other employees a feeling of insecurity or
isolation

15
3 Informal – Grapevine

•Advantages
•Message travels faster than any other form of communication - group formation is based on individual’s own
liking and disliking
•Supports other channels of communication
•Prompt feedbacks
•Develops cohesiveness and maintains / promotes harmony between members of group
•Employees get emotional relief
•Disadvantages
•Great possibility of distortion of message between members of group
•Transmission of message depends upon willingness of sender and what method they used which causes
sometimes transmission of incomplete information

16
3 Informal – Grapevine
How to make it effective ?

• Managers should try to spot the leaders. So the harmful rumors do not reach the employees
• Involve the workers in the decision making process
• The management should immediately use the official channels to contradict the rumors

17
3.1 Forms of Grapevine Communication
Single chain - In this type of chain ‘A’ tells something to ‘B’ who tells it to ‘C’ and so on it goes down the line. This
type of communication flows from one person to another person through single chain or communication flows
one by one.

A B C D E

Star chain - In this type of chain person speaks out and tells everyone the information he/she has obtained. This
chain is often used when information or a message regarding an interesting but non job related nature is being
conveyed. Sometimes it also called gossip chain.

C D

A E
B

18
3.1 Forms of Grapevine Communication
Cluster chain - In this type of chain ‘A’ tells something to a few selected individuals who again inform a few
selected individuals. And the information flows in similar manner to other individual

A B E J

G H
D C M

I L

F K

O
19
3.1 Forms of Grapevine Communication
Probability chain - The probability chain is a random process in which a transmission of the information to other in
accordance with the laws of probability and then these tell still others in a similar manner. The chain may also be
called random.

F
H

D C A I
G

E
B

20
4 Verbal & Non verbal
Verbal communication is when we communicate our message verbally to whoever is receiving the message

Oral Spoken words

Verbal
Written words :
Written Fax, letter,
telegraph, e-mail

Non-verbal communication is usually understood as the process of communication through sending and receiving
wordless messages. Such messages can be communicated through gesture; body language or posture; facial
expression and eye contact; object communication such as clothing, hair styles or even architecture; symbols and
infographics.

21
5 Barriers of communication
Wrong choice of medium

• An unsuitable medium is one of the biggest barriers to communication

Physical Barriers

• Noise
• Time and distance

Semantic barriers

• Interpretation
• Bypassing
• Denotations & Connotations

Socio-Psychological Barriers

• Attitude and Opinions

• Emotions
• Close mind
• Status consciousness
• Source of information
• Faulty transmission
• Poor retention

22
6 Principles of effective communication

Clarity of message
Speed
Two-way process
Reliability
Completeness
Content
Accuracy
Capability
Economy
Secrecy

23
7 Gateways to effective communication

Timely Good Mutual Two-way

Consistency Feedback Clarity Flexibility
message relations trust channel

24
8 Seven Cs of Written Communication
1. Clarity
a) Clarity of thought - careful consideration of the objective, content and medium of communication

b) Clarity of Expression –
i. Use simple words, easy to understand words
Avoid using compensate, facilitate and utilise and instead use pay, help and use

ii. Use Single words for long phrases

Example:
At all times - Always
For the purpose of - For
Previous to- Before
On account of - Because

iii. Use verbs for nouns (its brings about simplicity and clarity)
Nouns (Difficult) Verbs (Simple)
Come to a conclusion Conclude
Make a decision Decide
Submit a proposal Propose
Take into consideration Consider 25
8 Seven Cs of Written Communication
1. Clarity
b) Clarity of Expression –
iv. Avoid double entry
Double entry Simple
Actual fact Fact
End result Result
Period of one week One week
Previous experience Experience

v. Avoid ambiguity
Avoid sentences meaning more than one thing / faulty punctuations
Go. slow work in progress
Go slow. work in progress

vi. Use short sentences

Use one sentence to express only one idea. If a sentence runs
beyond 30 words, it is better to break it up into two sentences

26
8 Seven Cs of Written Communication
2. Completeness
Answer all the questions while communicating or responding:
Check for the five W’s:
• Who
• What
• When
• Where
• Why

3. Conciseness
• Include only relevant facts
• Avoid repetition
• Organise your message well

4. Consideration
Adopt the ‘You-attitude’
Example – I want to express my sincere thanks for the good words
Instead use, Thank you for your kind words
Avoid gender bias – Use Police Sir / Madam instead of Policeman
27
8 Seven Cs of Written Communication
5. Courtesy
• Answer the letters promptly
• Omit irritating expressions (You neglected, you irresponsible, you are unaware)
• Apologise sincerely for an omission/thank enormously for a favour

6. Correctness
• Give correct facts
• Send your message at the correct time
• Send your message in the correct style

7. Concreteness
• Always use specific fact and figures
• Message should be definite and vivid
• Avoid exaggeration

28
9 Seven Cs of Oral Communication

Clear Concise Complete Candid Courtesy Correct Concrete

29