2 communication process types

8/2/2019 2 Communication Process Types

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Internal Communication When people within the organization communicate

with each other. They do so to work as a team and realise the common

goals.

It could be official or unofficial.

Could be individual to individual ,individual to group,department to department etc.

Much of this may be in the oral form and the tonemay be informal.


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External Communication Transmission of information to people outside the

organisation (Eg: Customers, Investors, suppliers

etc.). Mainly formal and largely documented, but there is

an increasing trend to make it informal.

Importance of external communication:

1.Touch with the External Environment.2.Handling Competition

3.Building PR and more


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People also communicate within the

organization at a personal level. This is

called informal communication. Modes of internal communication

include face-to-face and written

communication(Memos, Emails, Noticesetc)


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The Communication Process

Basic Model


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Basic Model

1.Senderhas idea


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Basic Model

1.Senderhas idea


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Basic Model

2.Senderencodesidea inmessage

1.Senderhas idea


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Basic Model


1.Senderhas idea


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Basic Model

3.Messagetravelsoverchannel


1.Senderhas idea


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Basic Model



1.Senderhas idea


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Basic Model



1.Senderhas idea

4.Receiverdecodesmessage


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Basic Model



1.Senderhas idea



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Basic Model



1.Senderhas idea


5.Feedback travelsto sender


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Basic Model



1.Senderhas idea




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Basic Model



1.Senderhas idea




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Basic Model



1.Senderhas idea


6.Possible additionalfeedback to receiver



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Basic Model



1.Senderhas idea


6.Possible additionalfeedback to receiver



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Basic Model


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ChannelAnd Medium

Six-Phase

Process

Phase 1:Sender Hasan Idea

Phase 3:Sender Transmits

Message

Phase 2:Sender Encodes

Idea

Phase 6:ReceiverSends Feedback

Phase 4:Receiver Gets

Message

Phase 5:Receiver Decodes

Message

Situation


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1.Sender-The person who conveys the messageis known as communicator or sender.

2.Encoding of Message-Message is the subject-matter of any communication. It may involveany fact ,idea, or information.

3.Communication Channel The communicatorhas to choose the channel for sending theinformation. It is the link that connects thesender and the receiver.


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4.ReceiverThe person who receives the

message is called receiver .It is the receiverwho receives and tries to understand themessage.

5.DecodingThe receiver translates the messageinto words for the purpose of understanding.

Decoding helps the receiver to derivemeaning from the message.


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6.Feedback Communication often leads

to further communication.

Feedback is the receivers response tothe message sent by the sender.


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Functions of Communication

1. Information Sharing :-The main purpose ofcommunication is to transmit information toindividual or groups. These could be in the form of

policies and rules; changes and development in theorganisation.

2. Feedback :- There is need to provide feedback toemployees on their achievements ,to the department

on their performance, and top the higher managementon the fulfillment of goals.


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3. Influence :- Information is power and a significantpurpose of communication is to influence people. Themanager communicates to create a conduciveenvironment, right attitudes and congenial working

relationship.4. Problem solving :- In many cases communication

helps in solving problems. Communication betweenthe management and unions helps in finding solutionsand consensus on issues.

5. Facilitating Change :- The effectiveness of a changeintroduced in an organization depends to a largeextent on the clarity and spontaneity of thecommunication.


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6. Assists in decision making :- The most importantfunction of every manager is to take critical decisions.In order to make accurate and appropriate decisions ,

he needs to obtain information that is available invarious channels of communication.

7. Group Building :- Communication helps in buildingrelationships. If communication breaks down , thegroup may disintegrate.

8. Gate keeping :- Communication helps to buildlinkages of the organization with the outside world.The organization can use its environment to increaseits effectiveness.


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Functions of Communication9. Conveying the right message : The main objective of

communication is to convey the right message to theright person. It should carry the same meaning whichhas been conveyed, so that it may be translated intoaction effectively.

10. Helps in co-ordinating efforts Communication is aneffective tool for coordinating activities of different

persons engaged in running a business.

11. Good industrial relations: Communication developsgood industrial relations as it conveys feelings, ideas,opinions and viewpoints of different parties. The two

parties namely the management and the subordinatescome closer through communication.


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12. Developmental of managerial skills:- Communicationhelps managers to understand human behaviour atwork. Facts, ideas, opinions, information and feelingsadd value to the knowledge of managers about

happenings, within the organization and thebehaviour of people.

13. Ensuring effectiveness of policies:- An organisationformulates policies and programmes to guide thework force. Effectiveness of policies can be judged

from the success which depends upon an effectivecommunication system.14. Motivating people:- Various communication devices

are used by managers to declare rewards andincentives to motivate people.


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15. Performance feedback:- People working in anorganization need to know how well they are

performing and what needs to be done to achieve and

exceed standards set by the management?16. Job instruction:- Managers need to communicate to

their subordinates job instructions from time to time.Failure on this may lead to confusion, wastage and

inefficiency, affecting productivity and bottom lines.17. Growth of businesses:- Increasing number of offices

and branches for an organisation requires an efficientand effective communication network for an healthy

growth.


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18. Controlling people:- Every organisation has its ownrules, regulations and procedures framed by themanagement in order to perform various activities toregulate the behaviour of its people.

19. Emotive function:- Communication facilitates theexpression of feelings and satisfaction . The grievanceresolution machinery along with managers andsupervisors are often trained to handle employeesemotional problems and complaints.

20. Improves Public Relations


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Types of Communication


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Types of Communication

Communication in organization can be

studied under:

A. Channel or Network(1)Formal (2) Informal.

B. Direction of Message

(1) Downward (2) Upward (3) Horizontal

(4)Diagonal

C. Method of Expression

(1)Oral (2)Written (3)Gestural


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Channels of Communication

Formal Communication Refers to the officialcommunication which takes place followingthe chain of command in the organization.

Advantages of Formal Communication:

1)Orderly Flow of Information

2)Identified Source

3)Control 4)Answerability for Actions

5)Justification of authority


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Disadvantages

1)Time consuming

2)Lack of Personal Touch 3)Distortion


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Informal Communication

Communication between individuals andgroups which are not officiallyrecognised. Also called grapevine.


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Grapevinehas the following features:

1.It transmits in every direction2.Grapevine is selective with regard to the

person who receives the information.

3.Grapevine is based on people rather than task.

4.Grapevine does not follow a fixed pattern.


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Advantages of Informal Communication:

1)Social Relations2)Need satisfaction

3)Speed

4)Feedback5)Better Human Relations


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Disadvantages of Informal Communication:

1.Incomplete Information

2.Distortion

3.Unrealiability

4.Lack of Authenticity

5.Problem in Fixing Responsibility


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Direction or Flow of

Communication

Downward

Upward

Horizontal

Diagonal


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Downward Communication

Merits1)Mission and Goals2)Plans and Policies

3)Duty and authority4)Job satisfaction

Limitations1.Distortion2.Incomplete Information3.Time Consuming

4.Filteration of Information.


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Upward Communication

Media of Upward communication

1.Suggestion System.

2.Grievance Procedure .

3.Open-door Policy.

4.Questionnaries

5.Ombudsperson


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Upward Communication

Limitations

1. Fear and Apprehensions

2. Filteration

3. Time Consuming

4. Inattention by Superiors

5. Low Morale.


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Horizontal or Lateral

Communication It refers to the transmission of

information among persons of the same

level. Objectives of Lateral Communication

1.To coordinate among various

individuals or departments.2.To solve problems which involve the

efforts of various specialists.


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Horizontal or Lateral

Communication3) To resolve conflicts among various

employees of the department.

4)To exchange information amongvarious employees of the department.

5)To promote social relations among

employees in the organization


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Horizontal or Lateral Communication

Merits of Horizontal communication

1. It speeds up the flow of work in theorganization

2. It facilitates problem-solving amongmembers at the same level and brings aboutco-ordination.

3. It helps in reviewing activities assigned topeople working at identical positions.

4. It develops mutual trust and confidence.

5. It relieves top managers burden of solving

problems of lower levels.


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Horizontal or Lateral Communication

Limitations of Horizontal Communication

1.Managers lack knowledge of other functionalareas.

2.Personal likes and dislikes among differentwork group can obstruct free flow ofinformation.

3. Differences in perception and attitudes offunctional heads can be counter productivein horizontal communication.


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Diagonal Communication or

Crosswise communication Diagonal communication cuts across different

functions and level in an organization.

Safeguards to be taken in Crosswise

communication Crosswise communication builds up

appropriate crosswise relationships.

Subordinates refrain from makingcommitments beyond their authority.

Subordinates keep superiors informed ofimportant interdepartmental activities.


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Diagonal Communication or

Crosswise communicationOral

Informal meetings

Formal conferences Project organization

meetings

Lunch hourmeetings

Written

Company news

paper/magazines Bulletin boards

In-house journals


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Parting Note

Your ability to communicate is themost important skill you can develop

to get on to the fast track in yourcareer

Brian Tracy

2 communication process types

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