Chapter 2:

Patterns of Communication
Communication Varieties
 One-way vs. Two-way Communication
One-way communication involves the transfer of information in one direction
only, from the sender to the receiver. There is no opportunity for the receiver to
give feedback to the sender. For example, weather report on television, newspaper,
recorded music on the CD, billboard messages.

Two-way communication is a form of transmission in which both parties

involved, transmit information. Two-way communication has also been referred to
as interpersonal communication. For example, Chat room and Instant messaging,
telephone conversations, classroom lectures etc.
Levels of Communication
 Levels of Communication
Levels of communication are determined on the basis of the number of people
involved in the process of communication and on the purpose of communication.

 Intrapersonal Communication: Intrapersonal communication is defined as

communication with one’s self like self-talk, acts of imagination &
visualization, and even recall & memory.
 Interpersonal Communication: Interpersonal communication is an exchange
of information between two people. People exchange information, feelings, and
meaning through verbally and non-verbally.
 Group Communication: Group communication is an extension
of interpersonal communication where more than two/multiple people are
involved in exchange of ideas, skills and interests.
 Mass Communication: Mass communication is the process of imparting and
exchanging information through mass media to large segments of the
population/large audience [COVID-19 Vaccine]
 Public Communication: Public communication is the process to convey ideas,
programs, though, presentations, data, propaganda, etc., to the masses, the
public, students, or niche audiences [No mask, No Service]
Communication Pyramid
 Communication Patterns in Organization
Communication patterns are structures by which communication flows in
an organization. They are the communication links in work teams
according to the organizational structures. The patterns are related to work
efficiency and who is responsible towards whom or who talks to whom.

All communication patterns have certain problems with each other.

 In “Circle”, “Chain/Line” and “Y” patterns all group members
can’t directly communicate with the group leader. They can
communicate with the leader only through group members.

 In “Wheel/Star”, all the group members can communicate directly with

the group leader.

The communication patterns that have been given by Harold J. Leavitt for
four-and-five member group are circle, chain/line, wheel, Y, and network.
Communication Patterns in Organization
Communication Patterns in Organization
 Communication Patterns in Organization
 Circle Pattern: there is a leader and hierarchies in the group members.
Here, the leader can only communicate to the members who are next to
him/her like their direct subordinates. He/she cannot talk with any other
members too, like the lowest level of workers. All group members can
only communicate to the people who are above them or below them in the
chain of command. The message flows in one direction or way.

 Chain/Line Pattern: Like circle pattern, Chain pattern follows a certain

chain of command. it is either top to bottom level staffs or bottom to top
level staffs. It is a one-way flow of communication. all members cannot
communicate with the leader of the group like in a circle.

 Wheel/Star Pattern: There is a leader at the center of all communication.

All others are members that stand at the same level in the structure. Here,
all members can communicate with the leader and vice versa. But,
members cannot interact with each other. Sometimes, members do not
even know of the existence of other members of the same group.
 Communication Patterns in Organization
 Y Pattern: Y pattern of communication is more complicated as there are
different sub-groups within a group. In the center is a leader who manages
these sub-groups. According to this pattern given by Leavitt, there are 3
subgroups being controlled by a single leader. There are 3 members in
each sub-group. there is a chain of command within the sub-group. The
lowest level of each sub-group communicates with the members senior to
them. They communicate it with their seniors. Then, that member
communicates it with the leader.

 Network Pattern: Network is a non-symmetric network of people with

social relations. network is a communication pattern in which anyone can
communicate with anyone else as per their needs and requirements. Their
job roles are interlinked. Communication in networks can be prescriptive
[like rules given from leader to other members] or descriptive [like case
reports given by members to leaders].
 Types of Communication in Organization
In any organization, communication takes place in a variety of means: some
communication is structured and planned (monthly sales report by a sales office to
his/her Boss); some are not (orally/over phone praise the sales officer for his/her
target achievement). In business context, all communication can be divided into 2
categories (based on parties involved/with whom to communicate):
 Internal Communication
 External Communication
 Types of Communication in Organization
[based on parties involved/with whom to communicate]

 Internal Communication: Internal communication means all

communication (sharing of information) within an organization for business
purposes. Internal communication takes place via speech, meeting, files,
notice, mail/e-mail, intranet etc. Therefore, internal communication is the
conversations that businesses have with their staffs and those staffs have with
each other. Internal communication can be formal or informal.

 External Communication: Communication with people outside the

company is known as external communication. Companies have many
external contacts such as customers, suppliers, competitors, the media,
governmental agencies, and the general public. These contacts may be
domestic or international. External communication is typically formal, but it
sometimes occurs informally as when an employee talks concerning work-
related matters to someone not affiliated with the organization. External
communication can be either written or oral. Letters, reports, orders,
invoices, and web pages represent external written communication; telephone
calls and radio/television advertisements are examples of external oral
communication.
 Types of Communication in Organization
[based on based formality/relationship/structure]
Types of Internal Communication
 Formal Communication: Formal communication is the structured and
official flow of information between leaders, employees, colleagues,
supervisors and workers at various levels in the organization. Information
passes through predefined channels of communication Employees are bound
to follow formal communication channels while performing their duties.
Example: Requests, commands, orders, reports etc.
 Informal Communication: Informal communication is the exchange of
information that moves freely within the organization and does not follow
any pre-defined channels and communication routes. This type of
communication moves freely in all directions, and thus, it is very quick and
rapid. In any organization, informal communication is very natural &
relational as people interact with each other about their professional life,
personal life, and other matter. Example: Sharing of feelings, casual
discussion, gossips, etc. Informal communication in the workplace is often
called the ‘grapevine’. Informal communication is effective as employees can
discuss work-related issues which saves time, money and helps to build
healthy relationships.
 Formal Vs. Informal Communication
Basis for
Formal Communication Informal Communication
Comparison
Meaning Communication through pre- Communication that does not follow
defined channels is known as any channels i.e. the communication
formal communication stretches in all directions
Another Name Official Communication Grapevine communication

Objective Perform organizational activities Personal relationship + work

Reliability High Almost no / Comparatively less

Speed Slow Very fast
Evidence Communication is usually written, No documentary evidence
documentary evidence is present

Time Consuming Yes No

Secrecy Full secrecy is maintained It is difficult to maintain the secrecy

Flow of Infor. Only through predefined channels Can move freely

 Types of Communication in Organization
[based on flow of direction/information]
Types of Formal Communication
Formal communication can be of 4 types based on flow of information:

 Vertical Communication: Vertical communication is the communication

where the flow of information takes place among people at different levels
and positions in organization [may be in same department/ in other
department]. Vertical communication can be of:

 Downward/Top-down Communication: The communication in which the flow

of information goes from superior to subordinate. This type of communication
channel is most common in an organization. Downward communication includes
instructions, policies, information, and order. It may be written/oral.
 Upward/Bottom-up Communication: The communication in which the flow of
information goes from subordinate to superior authority. This form of formal
communication channels starts from the lowest stage and travels to the next stage
and so on until it reaches the upper level. The type of communication is non-
directive and non-authoritative and the purpose is to provide feedback. Upward
communication includes complaints, requests, opinions, reports, reactions,
suggestions etc.
 Types of Communication in Organization
[based on flow of direction/information]
Types of Formal Communication
 Horizontal/Lateral Communication: Horizontal communication flows
between employees, workers, departments or units of comparable/same
status/level within the organizational hierarchy who need to share data or
coordinate efforts; even if their area of responsibility is different. Horizontal
communication includes mutual issues, information, suggestions, requests,
etc., and usually may occur between managers/colleagues in the department
or of different departments like finance, marketing Human resources, etc. to
establish effective communication in a workplace.

 Crosswise/Diagonal/Network Communication: The communication

between the employees of two different departments working at different
levels; employees belonging to the different departments may communicate
with each other. This type of communication is not bound by chain of
command, position, or levels.
 Types of Communication in Organization
[based on flow of direction/information]
Types of Informal Communication
Informal communication is of 4 types:

• Single Strand Chain: This communication flows like a chain; “A” tells
something to “B” who tells it to “C” and the process goes on.

• Cluster Chain: The communication in which one person tells something to

some of its most trusted people, and then they tells them to their
trustworthy friends and the communication continues.

• Probability Chain: In this communication, information may move from

anybody to anybody [a person randomly chooses some persons to pass on the
information] when the information is little/somewhat interesting but not
important.

• Gossip Chain: The communication starts when a person tells something to a

group of people, and then they pass on the information to some more people
and in this way the information is passed on to everyone.
 Types of Informal Communication

Single Strand Chain

Probability Chain

Cluster Chain
Gossip Chain
 Types of External Communication
External communication can be of 2 types:

 Outward Communication: Outward communication initiated by the

organization to transmit the information to outside parties like customers,
suppliers, competitors, investors, government agencies, private organizations.
The major channels are used: letter, application, form, mail/e-mail,
newspaper, TV, Web page, etc.
 Inward Communication: Inward communication means the organization
receives information/message from outside parties like customers, suppliers,
competitors, investors, government agencies, private organizations. The
major channels are used: complaint, letter, mail/e-mail, notice, request,
invitation etc.
 Types of Communication in Organization
[based on expression/method/media]
 Verbal Communication: Verbal communication refers to our use of words
and images to convey message/information. Some forms of
verbal communication are written/printed communication [Letters, Texting,
Email, parking sign] and oral/spoke communication [Face-to-face
conversations, Speech, Radio, TV]
 Non-verbal Communication: Nonverbal communication refers to
communication that occurs through means other than words, such as body
language, gestures, and silence. Nonverbal communication is the use of body
language to convey a message. Examples of Body Language:
 Covering mouth (gesture used to hide a smile or frown)
 Head nod (agreement)
 Finger tapping (impatient or tired of waiting)
 Arms crossed over chest (gesture indicating defensiveness or stress)

Verbal Communication Nonverbal Communication

Oral Spoken Language Laughing, Crying, Coughing, etc.

Non Oral Written Language/Sign Language Gestures, Body Language, etc.

Types of Communication in Organization
[based on expression/method/media]
Types of Communication in Organization
[based on expression/method/media]
Media/Means of
Communication

Verbal Non-verbal

Oral communication Sign language

Written communication Visual signs

Audio signs

Body language
Verbal vs. Non-verbal Communication
 Verbal Communication
Non-vocal
Vocal/Oral
Written Visual/Others
Process of expressing ideas/ Process of expressing ideas/ Offering information by
information by word of mouth information by writings visual aids that can be read or
looked upon.

Techniques/Medium/Methods: Technique/Medium/Method: Technique/Medium/Method:

 Conversation  Organizational policy  Sign language like Road /
 Telephone  Letter/File/Application Driving sign
 Interview  Management report  Finger spelling
 Speech on stage  Employee handbook  Brail
 Discussion in team/group  Bulletin/Notice board
 Talk show on TV/Radio  Newsletter/Banner
 Seminar/Training  Compla./Suggestion box
 Get together  Office order/Circular
 Official dinner party  Signboard/Newspaper
 Magazines/Leaflet
 Poster/Banner/Billboard
 Website/Social media
 Non-verbal Communication

Vocal/Oral Non-vocal

Process of expressing ideas / Process of sending and

information by voice/vocal sound but receiving messages without using words, either
not word of mouth. spoken or written: transfer of information through
the use of body language.
Techniques/Medium/Methods are: Judee Burgoon (1994) has identified 7 techniques /
 Laughing Medium /Methods are:
 Crying
 Any vocal sound  Kinesics [body movements] including facial
expressions and eye contact
 Vocalics [paralanguage] that includes volume,
rate, pitch, and timbre
 Personal appearance
 Physical environment and artifacts (avatar)
 Proxemics [personal space]
 Haptics [touch]
 Chronemics [time]
Non-verbal Communication
 Non-verbal Communication
All non-verbal communication can be classified into following categories:
 Body Language/Body Movement [Kinesics- study of hand, arm, body, face
movements] is the conscious and unconscious use of physical behavior, expressions, and
mannerisms to communicate attitudes, feelings, intentions and information. This
includes:
 Facial expressions means using eyes (blinking: joy/like; big eyes: attention/anger;
making eye-balls close to each other: annoy, dislike), eyebrows (raised eyebrows:
surprise; lowered eye-brow: anger, attention), mouth [smiling: joy; circled open
mouth: surprised] and facial muscles [fear, anger, sad, joy] to convey emotion or
information. Facial expression are almost the same throughout the world.
 Eye contact, the amount of eye contact determines the level of trust and feelings.
Looking away from someone and at ground/phone may convey
disinterest/disrespect.
 Gesture [partial body movement/limited to a small part of body] is an intentional
body movement to convey message. Gestures vary widely across communities like
hand gestures [waving, pointing, and using fingers to indicate numeric amounts,
thumbs up, V-sign, tongue out] or nodding/shaking head.
 Posture [whole body movements]: The way one sit/lie down or stand communicate
comfort level, professionalism and disposition towards person/conversation/situation
 Physiological changes like one may sweat or blink more when nervous, and heart
bit is likely to increase. These are almost impossible to control & indicate mental
state.
 Non-verbal Communication
 Closeness/Space/Personal Space (Proxemics): Proxemics refers to how space and
distance influence communication. Proxemics determines the distances between two or
more individuals [level of intimacy], and which varies very much by culture. Even our
languages are different in these different spaces.
Closeness/Space/Personal Space (Proxemics)
 Non-verbal Communication
 Para-language: Para-language refers how a speaker verbalizes his/her speech [vocal
communication that is separate from actual language] and often accompanying body
language. Verbal communication consists of the content of words, while para-language
comprises the way/manner in which the speaker speaks. This includes tone of voice,
loudness/volume, pronunciation, pauses/speed of talking, pitch etc. [speak quickly if you
are excited about something].
 Touch/Haptics: Haptics refers to communicating by touch. People use touch as a form of
communication, mainly to communicate support or comfort; touch has the power to
comfort someone in moment of sorrow when words alone cannot. How we touch other
can convey explicit advice and instruction.
 Chronemics/Time: Chronemics refers to how time affects communication. Time can be
classified into: biological time [daily cycle that influences when we eat, sleep, and wake],
personal time [how individuals experience time, it varies based on mood, interest level,
and other factors], physical time [fixed cycles of days/years/and seasons; seasons can
affect our mood and psychological states], cultural time [how a large group of people
view time].
 Physical Environment: Environment affects our verbal and nonverbal communication.
The placement of objects and furniture in a physical space can help create a formal,
distant, friendly, or intimate climate. Fancy cars and expensive watches can serve as
symbols that distinguish a CEO from an entry-level employee.
 Artifacts: On an online forum, people use/select “avatar” to represent his/her identity
online and to communicate information about him/her and the things he/she likes.