BUSINESS COMMUNICATION

CHANNELS NETWORKSFORMS AND DIMENSIONS OF COMMUNICATIONINTRODUCTIONCommunication may be classified or categorized on the following basis:1. Organizational structure Formal Informal 2.Dimension/ Direction of communication Upward Downward Lateral Diagonal Inward Outward 3. Expression Written Oral Non Verbal 4. Formation of networks Wheel network Y network Chain network All channel Kite SlashCHANNELS OF COMMUNICATION: COMMUNICATION ON THE BASIS OF ORGANIZATIONAL STRUCTUREChannels of communication may be classified into two categories: Formal InformalFormal Channel of CommunicationIt defined as a means of communication that is formally controlled by managers or people occupying positions in an organization. Communication flows through formal channels. Any information, decision, memo or reminder etc., will also follow this path. BOARD OF DIRECTORS

MANAGING DIRECTOR

TOP LEVEL MANAGEMENT

MIDDLE LEVEL MANAGEMENT

SENIOR SUPERVISORS

FIRST LINE SUPERVISORS

EMPLOYEES/SHOP FLOOR EMPLOYEESOrganizational Pyramid/StructureInformal Channel of CommunicationSide by side with the formal channel of communication every organization has an equally effective channel of communication namely that is the informal channel. It is not officially sanctioned.Informal Communication :Beyond the Organizational HierarchyWhen anyone can tell anyone else anything informally the result is a rapid flow of information along what is commonly called the grapevineUnofficial information travelsFactors responsible for grapevineFeeling of insecurityLack of confidenceFormation of favoured groupSome unusual happening in the organizationPersonal problems of the employeesTypes of Grapevine ChainsSingle strand chain-A tells something to B who tells it to C

Group chain-One person seeks out and tells everyone the information he has received

Probability chain-Tells at random

Cluster chain-Few selected

Cont.Advantages of informal communicationSpeedy transmissionFeedback valueSupport to other channelsPsychological satisfactionUniting forceCreation of ideasGood personal relations

Disadvantages Cannot be taken seriouslyDoes not carry complete informationDistorts informationIt may prove counter productiveChances of misinterpretationLack of accountability

AssignmentEffective use of the grapevine in the organization

COMMUNICATION ON THE BASIS OF DIRECTION/ DIMENSIONCommunication is multidimensional or multidirectional. There are various directions in which it flows. Within the organization, communication may flow inter scalar or intra scalar, upward or downward. Communication with the outside world may be Inward or Outward.Let's understand these dimensions are : Downward Upward Horizontal or lateral Diagonal or crosswise Inward Outward Written Instructions Memoranda Letters Handbooks policy statements procedures electronic news displays othersOral Instructions Speeches Meetings Telephone Loudspeaker others

Downward communicationCont.Upward CommunicationCommunication that flows from bottom to top, or which is from lower hierarchical level to higher level, is called upward communication. The main function of upward communication is to supply information to the upper levels about what is happening at the lower levels. THE CONCEPT OF OMBUDSPERSON(Swedish word Commissioner appointed to investigate complaints )Lateral or Horizontal CommunicationWhen communication takes place between two or more persons who are subordinates working under the same person, or those who are working at the same level, it is called lateral or horizontal communication. Communication transferred through lateral means includes interdepartmental reports, requests, suggestions and informal communication among peers at the same level and so on. Lateral Communication

Diagonal Communication Marketing Manager Production Mgr Marketing Manager Training Manager

Marketing Supervisor Training Supervisor Vertical Communication Marketing Manager

Upward communicationDownward CommunicationMarketing SupervisorDiagonal or Crosswise Communication Diagonal or crosswise communication includes flow of information among persons at different levels who have no direct reporting relationships. Written company news paper/magazine bulletin boards in house journal or communiqueOral informal meetings lunch hour meetings formal conferences project organization meetings advisory authority interactions with line managers of different deptts.Diagonal or crosswise communicationInward CommunicationInward Communication includes all the information received by the organization from external agencies, which may be: other organizations government, suppliers, customers, competitors shareholders media. These may be in the form of letters emails offers orders requests suggestions complaints notices and so on.Cont.Outward CommunicationThe communication which the organization maintains with the outside world is called outward communication. Outward communication it may be in the form of: advertisements media interaction public relations negotiations mails telegrams letters tenders notices telephonic conversations and so on.FORMS OF COMMUNICATIONForms of communication, can be divided into verbal or non verbal communication. Verbal communication may be oral or written. It depends upon the manner in which the message in expressed. If, it is expressed through the mouth, it is oral communication. This also includes face to face conversation, dialogue, interviews, meetings, conferences, telephonic conversation and so on. When the message is expressed through written language symbols, it is written communication and it includes reports, letters, mails, telegrams, orders and memos. When no words are used and only symbols, colours, signs, sounds or expressions help to express a message, it is termed as non verbal communication.FORMS OF COMMUNICATION

VERBALNON VERBAL

ORALWRITTENOral CommunicationImmediate feedbackShorter SentencesMore informalConversational focusPrompt actionFocus on relationsLess detailed technical informationMore personal pronounsSimpler constructionLesser focus on grammarLocal phrases and idioms are usedWritten CommunicationDelayed feedbackLonger sentencesLonger wordsMore formalFocus on content and precisionDelayed actionFocus on actionsMore detailed technical informationFewer personal pronounsMore complex constructionsUseful documentGrammar accuracy

COMMUNICATION NETWORKS OR PATTERNS OF COMMUNICATION Given below are the most important patterns of communication or communication nets:a)Wheel/ Yi)Three-person wheel communication pattern.ii)Five-person wheel communication pattern.iii)Five-person Y wheel communication pattern. Circle Four-person circle communication pattern. Five-person circle communication pattern.c) All channel Four-person all channel communication pattern. Five-person all channel communication pattern.d)Kitee)Chainf)SlashFACTORS INFLUENCING ORGANIZATIONAL COMMUNICATION The communication system of an organization is generally influenced by four factors Formal channels of communication Authority structure Job specialization ownership Information ownershipImportance Effective communication is the most important ingredient of an organization.

Organization effective communication system.

Achievement of organizational objectives . - Proper coordination - Integration of employees in an organization. Social glue keeps the organization together. Enhances own productivity and Organizations. (Dhirubhai Ambani)

Benefits Effective communicationEnhancedProfessional imageStrongerdecision makingIncreaseproductivityQuicker problem solvingHealthierbusiness relationshipImprovedcustomer relationshipIncreasedawareness amongBetter quality of documentsLesser misunderstanding