channels and networks of business communication

1. Chapter-3

2. Channels of Communication:
 Formal communication : Board of
Directors
Managing
Director
Top-level
management
Middle level
management
Senior
supervisors
First line
supervisors
Employees/Shop
floor employees

3. Advantages of FC:
 It helps in maintaining authority structure of an
organization
 An immediate superior has direct contact with the sub
ordinate
 Better co-operation and co ordination among employees re
achieved
 Overlapping of communication does not take place
 Information passed through formal communication is
more trust worthy
 Memos, circulars, instructions, guidelines, clarifications,
agreements, reports forms a part of formal communication
 Follow up actions and compliance becomes easier
 There is no chance of bias
 There is a minimal chance of information leak

4. Disadvantages of FC:
 It is time consuming and small piece of
information passes through long formal channels
 It does not allow social and emotional bonds.
 Inhibit or stand in the way of free flow of
information between organizational levels.

5. Informal channel of communication:
 It is not officially sanctioned, and quite often it is
even discouraged or looked down upon. Also
called as grapevine precisely because it runs in
horizontal, vertical and diagonal directions.

6. Factors responsible for Grape vine
communication :
 Feeling of uncertainty or lack of sense of direction
when the organization is passing through difficult
period
 Feeling of inadequacy or lack o self confidence on
the part of the employees leading to the
formation of groups
 Formation of favoured grouped by the manager
 Some unusual happening in the organization
 Personal problems of the employees

7. Advantages of Informal Communication:
 Speedy transmission
 Feedback value
 Support to other channels
 Psychological satisfaction
 Uniting force
 Creation of ideas
 Good personal relations

8. Disadvantages of Informal Communication:
 Cannot be taken seriously
 Does not carry complete information
 Distorts information
 It may prove counter productive
 Chances of mis representation
 Lack of accountability

9. Effective Use Of Grapevine:
 Group activities
 Open-door policy
 Healthy work environment
 Effective leadership
 Dynamic interaction
 Rumour mongering aimed at character assassination or
maligning somebody in organization not encouraged.
 Good listener :
1. Discriminative listening
2. Appreciative listening
3. Empathic listening

11. Dimensions:
 Downward
 Upward
 Horizontal or lateral
 Diagonal or crosswise
 Inward
 Outward

12. Downward communication :
Written Oral
•Instructions
•Memoranda
•Letters
•Handbooks
•Policy statements
•Procedures electronic news displays
•Others
•Instructions
• speeches
•Meetings
•Telephone
•Loudspeaker
•Others
Likely to be filtered , Modified or distorted.

13. Upward communication:
 Reports
 Performance appraisals
 Suggestions
 Complaints
 Suggestion systems
 Appeal and grievance procedures
 Counseling sessions
 Joint setting of objectives
 Grapevine
 Group meetings
 Questionnaire
 Exit interviews etc

14. The concept of Ombudsperson:
 A person in an organization who acts as a liaison
between the management and the employees.

15. Lateral or Horizontal Communication:

16. Diagonal or Crosswise Communication:
Oral written
•Informal meetings
•Lunch hour meetings
•Formal conferences
•Project organization meetings
•Advisory authority interactions
•With line managers of diff
departments.
•Company news paper/ magazine
•Bulletin board
•In house journal or communiqué

17. Inward Communication:
 Other organizations
 Government
 Suppliers
 Customers
 Competitors
 Shareholders
 Media

18. These may be in the form of :
 Letters
 E-Mails
 Offers
 Orders
 Requests
 Suggestions
 Complaints
 notices and so on ………

19. Outward Communication:
 Advertisements
 Media interaction
 Public relations
 Negotiations
 Mails
 Telegrams
 Letters
 Tenders
 Notices
 Telephonic conversations and so on…

20. Patterns of communication:

21. 1. Wheel/ Y
 Three-person wheel communication pattern
 Four -person wheel communication pattern
 Five -person wheel communication pattern
 Five -person ‘Y’ wheel communication pattern
 centralized patterns suitable for simple tasks, lowest
job satisfaction and flexibility to change, inbuilt
rigidity.

22. 2. Circle
 Four -person circle communication pattern
 Five -person circle communication pattern
 Decentralized, complex tasks.

23. Kite, Chain and Slash:

24. Factors influencing Organizational
communication:
 Formal channels of communication
 Authority structure
 Job specialization ownership
 Information ownership