Unit 2: Interpersonal

Communication and
Collaboration
Dr. Shilpa Gamit
Department

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 Types of communication

Types of
Communication

Verbal Non Verbal

Oral Written Sign Language Body Language

Visual Sign Audio Sign

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 Title of the Presentation

Oral Communication
Transmission of thoughts and ideas through spoken words is known as oral
communication. Oral communication constitutes 65-75% of an executives’ time at
the work place.
A manager spends about 90% of his working hours in oral communication in various
formal and informal situations. Meetings interviews, group discussions, speeches,
presentations, and instructions are few examples of formal oral communication
situations.

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 Title of the Presentation

Merits Of Oral Communication

Oral communication is swift and speedy. It is faster than written communication as
messages can be transmitted as well as received simultaneously.
Oral communication generates immediate feedback. Direct face to face discussion on
oral queries and doubts enhances the efficacy of communication.
Oral communication provides opportunities to amend and adapt according to the need
and situation.
Oral communication is the most suitable means to establish healthy interpersonal
relations and healthy working environment.

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 Demerits Of Oral Communication

❖ Lack of Evidence is a major drawback of oral communication. The validity

of the message cannot legally challenge.
❖ Not convenient for long messages.
❖ The spoken words can be more easily misunderstood than the written
words.
❖ Oral communication is not suitable for long messages, such as reports and
proposals.
❖ Human memory is transitory, so it is difficult to retain and remember long
messages.

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 Merits of written communication

✔Clarity and precision: Written communication is usually clear and precise

because the writer has the opportunity to review and edit the message
before sending it. This ensures that the message is accurate and conveys the
intended meaning.
✔Permanence: Written communication provides a permanent record of the
message. The recipient can refer to the message at any time in the future,
unlike oral communication that is more fleeting and can be easily forgotten.

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 Merits of written communication

✔Time-saving: Written communication can save time because it can be

composed and sent at the convenience of the writer and read at the
convenience of the recipient.
✔Wide reach: Written communication can reach a wide audience, especially if
it is disseminated through email, social media, or other online platforms.
✔Legal validity: Written communication can have legal validity and can be used
as evidence in court.

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 Demerits Of Written Communication:
Misinterpretation: Written communication can be misinterpreted if the writer does not
choose the right words, tone, or style. The recipient may misunderstand the message,
leading to confusion or even conflict.
Lack of immediate feedback: Written communication does not allow for immediate
feedback or clarification, which can delay the resolution of issues and increase the
likelihood of misunderstanding.
Time-consuming: Writing and reading written communication can be time-consuming,
especially if the message is long or complex.

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 Types of Nonverbal Communication

Kinesics(Body language)

Haptics (touch)

Proxemics (Space Distancing)

Paralanguage

Sign language

Chronemics

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 KINESICS (Body Language)

The word seeks its origin from the Greek word kinesis meaning movement. The Collins
Dictionary defines kinesics as the study of the role of body movement in communication.
•Body language
•Facial expressions
•Eye contact
•Posture
•Gesture

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 Body language

This includes the use of posture,

gestures, and movement to convey
meaning. For example, crossing your
arms might indicate defensiveness or
resistance, while leaning forward can
show interest or engagement. It also
includes the appearance of ones.

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 Facial expressions
The face is one of the most expressive
parts of the body, and people use a
wide range of expressions to convey
emotions and attitudes.
For example, a smile can indicate
happiness or friendliness, while a
frown might indicate displeasure or
frustration.

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 Eye contact:

The eyes are often referred to as the

"window to the soul" and can be used to
convey a wide range of emotions and
attitudes, including interest, attentiveness,
and trustworthiness.

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 Gesture:
Gestures refer to the movements of the hands
and arms that people use to communicate.
Gestures can be used to emphasize a point,
express emotion, or indicate intention. For
example, pointing can indicate direction or
emphasis, while waving can indicate greeting or
farewell. Holding up a hand can indicate a desire
to pause or stop a conversation, while shrugging
can indicate uncertainty or lack of knowledge.

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 Posture:
Posture refers to the way a person stands or
sits. A person's posture can communicate a
range of emotions and attitudes. For
example, standing up straight can indicate
confidence or assertiveness, while slouching
can indicate boredom or disinterest. Leaning
forward can indicate interest or engagement,
while leaning back can indicate relaxation or
disengagement.

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 Haptics

Haptics refers to the study of touch as a form of

communication. Haptic communication involves the
use of touch to convey meaning, emotion, and
intention. Touch is an important aspect of human
communication, as it can communicate a wide range
of emotions and attitudes, including affection,
comfort, aggression, and dominance.

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 Proxemics
Proxemics, or the study of space and distance
in communication, refers to the way people
use space to communicate meaning,
emotion, and intention. Proxemics is an
important aspect of nonverbal
communication and can vary depending on
cultural and individual factors.

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 Proxemics
There are four main types of space distance in proxemics:
Intimate distance: This is the space within 18 inches of a person and is
reserved for close and intimate relationships, such as between romantic
partners or family members.

Personal distance: This is the space within 18 inches to 4 feet of a person and
is used for interactions with friends and acquaintances.

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 Proxemics
Social distance: This is the space within 4 feet to 12 feet of a person and is
used for more formal interactions, such as in a business or professional
setting.
Public distance: This is the space beyond 12 feet of a person and is used for
public speaking or performances.

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 Paralanguage

Paralanguage can also include nonverbal vocal cues, such as laughter, sighing, or crying. These vocal
cues can communicate a range of emotions and attitudes, such as humor, frustration, or sadness.
It includes:
Voice set : The voice set is defined as the context in which the speaker speaks. The elements that
influence this context are the situation, gender, mood, age or even person’s cultural background.
Voice quality: Voice quality is marked by factors like
volume,pitch,tempo,rhythm,articulation,resonance,nasality and accent. Tone of voice is indicative of its
pitch. The pitch can be high or low, shrill or subtle.
Vocalization : This factor concerned like expression of emotions like smiling, frowning, yawning, sounds
like oh,hmm,ok, all right.

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 Sign language

Sign language is a visual language that uses a combination of hand gestures,

facial expressions, and body movements to communicate meaning, emotion,
and intention. Sign language is used by deaf and hard-of-hearing individuals as
well as those who may not be able to speak or hear.

Types of Sign language

1. Visual Sign language

2. Audio Sign language

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 Visual Sign language
These convey messages through pictures and drawings. Ancient civilization speaks about
itself through paintings and engravings on walls. use of posters, pictures, maps diagrams,
colors etc. is very commonly made to convey intended messages.

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 Audio Sign language
Use of audio signals is an effective tool that supports non verbal communication.
Alarm clocks bell, ambulances, fire brigades , police vans which have their peculiar
sounds.

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 Chronemics
Chronemics is the study of time in communication. It refers to the ways in which people use
time to communicate meaning, emotion, and intention. Chronemics is an important aspect
of nonverbal communication and can vary depending on cultural and individual factors.

Time orientation: Time orientation refers to the ways in which people view and use time.
Some cultures value punctuality and view time as a valuable resource, while others may
have a more relaxed attitude towards time and view it as more fluid and flexible.

Waiting time: Waiting time refers to the amount of time people are willing to wait for
something or someone. In some cultures, people may be more patient and willing to wait,
while in others, people may become impatient and frustrated more quickly.
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Unit 2: Formal and Informal
Networks of Communication
Dr. Shilpa Gamit
Department

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 Organizational Communication
❖ A communication network refers to how information flows within the
organization.

❖ Information within an organization generally flows through a system, rather than

being a free flow.

❖ Communication networks are regular patterns of person-to-person relationships

through which information flows in an organization.

❖ This means that the flow of information is managed, regulated. and structured.

❖ Communication networks may be formal or informal.

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 Organizational Communication

Channels of
communication

Formal Informal
Communication Communication

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 What is Formal Communication

Formal communication is defined as the communication in which

the information is reached through proper channels or routes.
It is also called official communication

Examples
• Reports
• Emails
• Letters
• Proposals
• Annual Meetings
• Orders

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 Types Formal Communication

Upward Downward
Communication Communication

Horizontal or Crosswise or
Lateral Diagonal
Communication Communication
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 Upward Communication

• The communication in which the flow

of information goes from subordinate
to superior authority.
• Some of the reasons for upward
communication include discussing
work related problems, giving
suggestions for improvement and
sharing feelings about the job and
co-workers.

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 Downward Communication

• This may be defined as information

that flows from superiors to
subordinates.
• The most common reasons for
downward communication are for
giving job instructions, explaining
company rules, policies and
procedures and giving feedback
regarding job performance.

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 Horizontal Communication

• This type of communication is

also known as “lateral”
communication.

• It may be defined as
communication that takes
place between co-workers in
the same department, or in
different departments, with
different areas of
responsibility.
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 Crosswise or Diagonal Communication
• The communication between the employees of two different
departments working at different levels

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 Advantages of Formal Communication
✔ Increase overall efficiency
✔ Easy communication system
✔ Permanent record
✔ Quick accomplishment of work Maintenance of
discipline
✔ Ease of cooperation and coordination
✔ Free from mistakes

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 Disadvantages of Formal Communication
✔ Wastage of time
✔ Inflexibility
✔ Lack of initiative
✔ Authoritarian attitude
✔ Lack of cordiality
✔ Costly

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 Informal Communication Network

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 What is Informal Communication
• Informal communication is multidimensional, it flows freely in the
organization without any boundary of predefined channels or routes.
It is comparatively very quick and relational.
• Another name for informal networks is the “grapevine”. In this type of
network, information does not flow in a particular direction.
• Examples
• Personal conversation
• Unofficial discussion
• Facial expression
• Body movement,
• Silence, etc.

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 Characteristics of Grapevine Communication:

Informal Nature – It is not structured or officially sanctioned by the

organization.
Fast Spread – Information travels quickly, often faster than formal
communication.
Unverified Information – Messages may be distorted or exaggerated as they
pass from person to person.
Spontaneous – It occurs naturally among employees during conversations,
meetings, or casual discussions.
Multi-Directional – Unlike formal communication, which follows a
hierarchical path, grapevine communication flows in multiple directions.

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 Types of Informal Communication

❑ Single Strand Chain

❑ Gossip Chain

❑ Probability Chain

❑ Cluster Chain

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 Probability Chain

A probability network is an
informational network where each of
the individuals randomly tells others
the same message. Under
this communication pattern, the
information passes randomly from
persons to persons.

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 Cluster Chain
A cluster chain is a type of
communication that happens when a
single co-worker gives some information
to the most trusted co-workers, and
these co-workers then pass this
information to their most trustworthy
friends and so on. This way, the
communication continues..

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 Advantages of Informal Communication

Being unofficial and personal

promotes a social relationship among the
participants
Flow of information is fast and is suitable
for emergencies
create an atmosphere pleasant
Sharing of information in a free atmosphere makes
the picture clear

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 Disadvantages of Informal Communication

Inaccurate
emotional and full of sentiments
No one can be held responsible
Not reliable
spreads rumors and endangers
association and unity

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Communication in Diverse Contexts
(Social, Professional, Virtual),

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 Case Study 1: Bridging the Communication Gap in a
Diverse Workplace
XYZ Tech Solutions is a multinational IT company with offices
across India, the USA, and Europe. The organization employs
professionals from different cultural backgrounds, age groups,
and linguistic diversities. Despite its technological
advancements, the company faces communication challenges in
social, professional, and virtual settings.

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 Case Study 1: Scenario
1. Social Context:
The company organizes informal team-building activities, but employees from different
cultural backgrounds feel hesitant to participate due to language barriers and unfamiliarity
with social norms. For example, Indian employees prefer formal greetings, while American
counterparts engage in casual conversations and humor. This leads to a lack of bonding
among teams.

2. Professional Context:
During project discussions, senior employees tend to dominate conversations, leaving
junior employees with little opportunity to contribute. Additionally, cultural differences in
communication styles—such as direct vs. indirect feedback—cause misunderstandings
among teams, leading to inefficiency in project execution.

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 Case Study 1: Continue…
3. Virtual Context:
With remote work becoming the norm, communication in virtual meetings has become
challenging. Employees from different time zones struggle with scheduling, and
misinterpretation of emails and text messages often leads to conflicts. Some employees
prefer video calls, while others rely on written communication, leading to inconsistent
collaboration.

Challenges Identified:
Cultural Barriers: Different communication styles lead to misunderstandings.
Hierarchy Issues: Senior employees dominate discussions, limiting diverse ideas.
Language Differences: Employees struggle with accents and unfamiliar terms.
Virtual Communication Gaps: Remote teams face scheduling conflicts and
misinterpretations.

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 Case Study 1: Continue…

Questions :
1. How can organizations promote effective communication in culturally diverse teams?
2. What strategies can be implemented to ensure junior employees feel heard in
professional settings?
3. How can companies reduce misunderstandings in virtual communication?
4. What role does emotional intelligence play in cross-cultural communication?

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 Case Study 2: The Role of Email in Corporate
Communication
Background:

Email has been a staple of corporate communication for decades. It allows

for quick, formal, and traceable communication between individuals,
teams, and organizations. While email was initially used for internal
communication, it has become an essential tool for external
communication as well, including customer service, marketing, and client
relationships. Companies rely heavily on email for correspondence,
scheduling, and sharing files.

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 Case Study 2: The Role of Email in Corporate
Communication
Background:

Key Features:
▪ Formal communication with the ability to attach files and documents.
▪ Threaded conversations for maintaining context.
▪ Used for both internal communication and external outreach.
▪ Offers time-shifting communication (sending and responding at any
time).
▪ Can be liable to to information overload and miscommunication.

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 Case Study 2: The Role of Email in Corporate
Communication
Questions:
1. How does email compare with other communication tools (e.g., instant messaging,
video calls) in the workplace?
2. What are some potential drawbacks of relying too much on email in a business
setting?
3. How can organizations manage email communication to reduce the risk of
miscommunication or email overload?
4. What role does email play in building or damaging corporate relationships with
clients or stakeholders?
5. How can email etiquette impact communication effectiveness in professional
settings?

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