2. COMMUNICATION
Communication is exchange of information, ideas, thoughts, feeling and
emotions through words, behavior or in writing.
Communication may be intentional or unintentional, may involve
conventional or unconventional signals, may take linguistic or non-linguistic
forms, and may occur through spoken or other modes.
3. TYPES OF COMMUNICATION
According to
ORGANIZATIONAL
STRUCTURE
Formal
Informal
According to
DIRECTION
According to
EXPRESSION
Verbal
Non-verbal
Diagonal
Horizontal
Upward
Downward
Written
Oral
4. FORMAL COMMUNICATION
Official communication which takes place
following the chain of command in the
organization.
Merits
Orderly Flow of
Information
Answerability for Actions
Justification of authority
Authentic Information.
Demerits
Time consuming
Lack of Personal
Touch
Distortion
Expensive
5. Merits
Need satisfaction
Speed
Feedback
Better Human
Relations
Free flow of
information
Communication between individuals and
groups which are not officially recognized.
INFORMAL COMMUNICATION
Demerits
Incomplete
Information
Unreliability
Lack of Authenticity
No Responsibility
Leakage of
Information
6. Downward communication
Communication initiated by the upper management and
then filters downward through the “chain of command”.
Merits
Mission and Goals
Plans and Policies
Duty and authority
Job satisfaction
Demerits
Distortion
Incomplete Information
Time Consuming
Alteration of Information
7. UPWARD COMMUNICATION
Ideas, feelings, and perceptions of lower-level employee are
communicated to those at higher levels in the organization.
Merits
Feedback
Creative Ideas
Better Relations
Increased Motivation
Overcome Resistance to
Change
Demerits
Fear
Filtration
Time Consuming
Inattention by Superiors
Low Morale.
8. HORIZONTAL COMMUNICATION
Transmission of information among persons of the same level in
the organization chart.
Horizontal communication aims at:
– Task coordination: (Inter Personal & Departmental)
– Problem solving: (Discussion & Brainstorming)
– Information sharing: (Inter Personal & Departmental)
– Conflict resolution: (Inter Personal & Departmental)
9. DIAGONAL COMMUNICATION
Communication between workers of different department of the
organization where one worker is at a higher level.
Cross communication between different functions, levels and departments.
Quick transfer of information.
Destroy lines of authority and chains of command.
Lead to conflicting orders.
A
D D
B B B
C C C E E
10. VERBAL COMMUNICATION
The form of communication in which message is transmitted verbally,
communication is done by word of mouth and a piece of writing.
Demerits
Quickly forgotten.
Word uttered cannot be taken
back.
No legal evidence.
Impact may be short lived.
Conscious of our body language.
Merits
Personal and informal.
Makes immediate impact.
Interaction and feedback.
Help us correct ourselves
Fastest and less expensive.
11. TYPES OF VERBAL COMMUNICATION
Spoken words are used.
Communication is
influence by pitch,
volume, speed and
clarity of speaking.
Written signs or symbols are
used to communicate.
Message is influenced by
the vocabulary & grammar
used, writing style, precision
and clarity of the language
used.
Oral Communication Written Communication
12. Oral Communication
Advantages
Immediate feedback
Time saving
Economical
Personal touch
Flexibility
Secrecy
Immediate
clarification
Group
communication
Disadvantages
Poor retention
No record
Misunderstanding
Lengthy messages
Distance factor
Situations
Face to face
Public speech
Telephone / mobile
Presentation
Radio
Interview
Meeting
Elements
Clarity
Precision
Right words
Understand listener
Natural voice
Logical sequence
Conviction
7 C’s
13. Written Communication
Advantages
Wide access
Precision
Accurate
Permanent record
Legal evidence
Fixed responsibility
Disadvantages
Time consuming
Costly
Lack of secrecy
Rigidity
Impersonal
Delayed feedback
Delayed clarification
Situations
Memorandum
Notice
Telegram
Circular
Minutes
Letter
Elements
Creative
conscious activity
Time consuming
Lack of continuity
Demands precision
Length of message
14. NON-VERBAL COMMUNICATION
“The most important thing in communication is to
hear what isn’t said.” – Peter F. Drucker
Includes all unwritten and unspoken messages, both
intentional and unintentional through signs & symbols.
Merits
Complementary
Easy presentation
Help to handicapped people
Attractive presentation
Reducing wastage of time
Quick expression of message
Demerits
Vague
Imprecise
Long conversations not possible
Difficult to understand
Costly
Distortion of information
17. Signs
Haptics (Touch Language)
Chronemics (Time Language)
This is the use of and attitude towards time.
Example:
(a) A call at 2 a.m. indicates some kind of
emergency.
(b) Being late for an appointments is taken
as a sign of disrespect or lack of
commitment.
(c) To be punctual suggests that one is
focused and committed to the task.
18. Artifacts
The things we own, use,
wear and even discard all
convey messages about us:
our preferences, Tastes.
Silence
Silence in a conversation puts
pressure on the other person.
Silence can indicate
disagreement, respect,
empathy.
Silence can be intentional
rudeness.
Silence can be the creation of
a listening space.
19. Proxemics (Space Language)
To communicate while
keeping a distance .
Our use of space or proximity
is a significant indicator of
how close we feel toward
others.
Paralanguage
Attributes of speaking such as the
pitch, the tone, the volume, tempo,
rhythm and even the accent of the
speaker collectively known as
paralanguage.
Mood can be understood and the
situation by paralanguage
expressions.
