channels of communication
TRANSCRIPT
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?
7
8
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.
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
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
Investors
Customers
Prospects
Press/AnalystsPartners
Employees
Potential Employees
Influencers
Competitors