Unit -1

Presentation by
Anshu Singh
Flow of communication/channels
of communication
• An organization is a group of people associated for business, political, professional, religious, social,
or other purposes. Its activities require human beings to interact and react, that is, to communicate.
They exchange information, ideas, plans, order needed supplies and make decisions, rules,
proposals, contracts, and agreements. All these activities require one skill, that is communication.
So we can say that communication is the "Lifeline" of every organization
• An exchange of information within an organization is called internal communication. It takes place
at different levels -- downwards, upwards and horizontal

• To exchange information within and outside the organization we use a variety of formal and
informal forms of communication that carry the flow of information
Channels of Communication
Flow of
Communica
tion

Formal Informal

Upward Downward horizontal Diagonal Grapevine

 Downward Communication:
• Downward communication refers to the communication from the higher level
in in managerial hierarchy to the lower ones. It is a communication from
decision makers to the workers. It is a communication from seniors to their
subordinate employees.
• The main function of downward communication is providing direction and
control. It involves the transfer of information, instruction, advice, request,
feedback and ideas to the subordinate staff. It increases staff awareness and
facilitates implementation
• New policies
• Guidelines
• Decisions
• Evaluations
• Appraisal
 Examples of Downward
Communication:

• A communication from General Manager of a company to the

branch managers is an example of downward communication.
 Forms of downward
communication may include
• Notes
•  Notices
•  Memos
•  Telephone conversations
•  Voice mails
•  Emails
•  Face to face conversations
Too much down ward communication may lead to reaction from subordinates and can
hamper
better employee - employer relationship.
 Upward Communication
• This type of communication refers to-
I. Communication from subordinates to superiors
II. Communication from employees to management.
III. Communication from workers to decision makers
• Since upward communication involves the transfer of – information,
request and feedback from subordinates to their seniors, it promotes
better working relationships within an organization by giving the
subordinate staff opportunities to share their views and ideas with their
supervisors. It facilitates employee involvement in the decision making
process.
 Examples of Upward
Communication:
• A business report from the branch manager of a company
to the managing director of the company is an example of
upward communication.
• Other examples of upward communication include –
1. Business proposals
2. Suggestion box
3. Exit interviews
 Horizontal or Lateral or Peer
Group Communication
• It takes place between professional peer groups or people
working on the same level of hierarchy.
• It is the communication among workers at the same level
• The main objectives of horizontal communication are
i. Developing teamwork
ii. Promoting group coordination within an organization
 Horizontal or Lateral or Peer
Group Communication
• Horizontal communication is less formal and structured than both
downward and upward communication and may be carried out through
• Informal discussions
• Management gossip
• Telephone calls
• Teleconferencing
• Memos
• Routine meetings
 Diagonal or Cross-wise
Communication
• It is the product of modern changes in information
technology and management. It is basically a response to
market needs that demand speed and efficiency.
• Diagonal communication flows in all directions. As the
diagonal channel occurs between people who do not have
to follow rigid norms of communication protocol
 Grapevine Communication
• If communication is done without maintaining the
formalities prescribed by the organization, it is called
informal communication.
• The basis of informal communication is personal or
informal relationship between the members of a group.
• It is also known as grapevine that takes place when the
people of an organization or group, especially of same
level or rank gather or meet tighter and discuss
informally.
 Grapevine Communication
• According to Bovee and Others, “Grapevine is an informal
interpersonal channel of information not officially
sanctioned by the organization.
• Newstrom and K. Davis said, “Grapevine is an informal
system that arises spontaneously from the social
interaction of the organization.”
• So, grapevine is an informal, unofficial and personal
communication channel or system that takes place within
the organization as a result of rumor and gossip. It is a
complex web of oral information flow linking all the
members of the organization.
 Patterns or Types of Grapevine

• Single Strand
• Gossip Chain
• Probability Chain
• Cluster Chain
 Single Strand Chain
• The single strand chain involves the passing of
information through a line of persons to the ultimate
recipient. In the figure, the person A tells B, who tells C,
who tells D, and so on, till the information has reached
most of the persons involved or concerned.
 Gossip Chain
• In the gossip chain, one person
seeks and tells the information to
everyone. This chain is just like
the wheel where one person stays
at the centre and the information
passes along the spokes of the
wheel to others stationed on the
rim. In the following figure, A is at
the center and passes the
information to others staying on
the rim of the wheel.
 Probability Chain
• The probability chain is a E
C
random process in which K
H
someone transmits the G I
information to others in
X
accordance with the laws of F B D
probability and then these
others tell still others in a
J
similar way. This chain may
also be called random A
process. Probability
 Cluster Chain
• In the cluster chain, a J

person tells the

information to the selected B I
persons who may in turn
relay (pass) the D
information to other
C F
selected persons. Most of
the information Clus A

communication follows this ter

chain
 Grapevi
ne
channel
s carry
informa
tion Creates
The rapidly. a sense
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ne is a among
supplem the
ent ADVANTA employ
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Serves
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 Difference between Technical
and General writing
Technical Writing General Writing
• Definition: Technical writing • Literary and other type of
consists of reports, letters, papers, writings such as essays,
proposals, articles, thesis and some
other writings which are popular poems, novels, stories etc. are
among the professionals such as known as general writings.
doctors, engineers, scientists and
the researchers.
• In general writing reader
does not send a reply to the
• Reply: In technical writing a reply is
expected from the reader. writer
 Difference between Technical
and General writing
Technical Writing General Writing
• Purpose: Technical writing • General writing aims at amusing,
aims at imparting information, entertaining and inspiring the
readers
instructions and explanations.
• Style of general writing is personal
• Style: Style of technical writing and subjective
is impersonal and objective. • Style of general writing is poetic,
• Style of technical writing is decorative and bombastic (language
accurate and precise that sounds impressive but has little
meaning).
 Difference between Technical
and General writing
Technical Writing General Writing
• Nature: Technical writing • General writing is highly
is based on facts. imaginative
• Language: Language of • Language of general writing
technical writing should be may be extravagant
simple but effective. (exceeding the reasonable
limit) and pompous (high
opinion of own views).
 Difference between Technical
and General writing
Technical Writing General Writing
• Use: Technical writing is • General writing is related
used in business so it is to life in general or life as
related to some specific a whole.
profession. • In general writing general
• Vocabulary: In technical vocabulary is used.
writing technical
vocabulary is used
 Features of technical writing or Dos
and Don’ts of Technical Writing
• Use of familiar and easy words: Only familiar and easy words
should be used, complicated words should be avoided.
• Use of clear sentences: Simple sentence structure should be used.
Normal word order of Subject – Verb – Object should be followed.
• Use of sentences of moderate length. (12 to 25 words):
Sentences of 12 to 25 words only should be used.
• Use of active voice: Active voice should be used as it is easy to
understand and emphasis is laid on the subject and not on the
object.
• Avoid redundant phrases (lengthy and incorrect
expressions) and use concise word or phrase.
• Avoid Repetition: Repetition should be avoided as it can mar
the beauty of expression
• Accuracy: Accuracy includes accuracy of information as well
as accuracy of expression
• Logical division of paragraphs: Paragraphs should be
logically divided; as a paragraph should convey only a single
idea. If there is more than one idea then write those many
numbers of paragraphs.
• Proper mechanical means to convey information: Select
the most suitable technique to carry your message, e.g. –
email, fax, courier, post etc.
Language As A Tool Of
Communication
In order to express his ideas emphatically, man needs some common medium of expression.

Physical gestures or certain noises like crying in anger, weeping or laughing may help a person
to communicate some of his feelings, just as a little baby weeps when he is hungry. In both the
above examples communication takes place without words. But man needs some means of
linguistic communication in order to express his fine ideas and emotions.

Man invented language which helps him to communicate and converse with different
sorts of people. Today it has become an important tool of socialization as well as of trade and
commerce.

Communication is the soul of our life. We need it to survive and effective communication is
made possible with the help of language. Language employs a combination of words to
communicate ideas in a meaningful way.
 Characteristics of Language.
• Language is used as a tool for communication because of
certain characteristics which it posses.
Language is Arbitrary

Language is Artificial

Language is Restricted

Language is Abstract

Language is Recursive

Language is Social

Displacement
Language is Arbitrary (Illogical
or random)
• Language is arbitrary (illogical) in the sense that there is no
inherent relation between the words of a language and their
meanings or the ideas conveyed by them. There is no reason
why a female adult human being be called a woman in English,
aurat in Urdu, Zen in Persian and Femine in French. The choice
of a word selected to mean a particular thing or idea is purely
arbitrary but once a word is selected for a particular reference,
it comes to stay as such. It may be noted that had language not
been arbitrary, there would have been only one language in the
world.
nguage is Artificial (Manmade)
nguage is created by people. It did not exist in isolation or outside the minds of people. It is
ated by humans based on their needs.

nguage is Restricted (limitations)

hen we think and translate our thoughts into language, some meaning is lost in the process.
symbol or word can transmit our exact perception. Language has its limitations.

nguage is Abstract (conceptual):

nguage is abstract because it represents generalized ideas of things or thoughts. A word could
present different ideas at different times. A ‘table’ can be of different shapes and sizes, and still
a table. Even if you have never seen a table with three legs, you can still identify it as a table.
s happens because the meaning gets associated with symbols and users keep expanding the
nge of meaning.
Language is Recursive:
Recursion is the characteristics of language which enables one to generate any
number of
sentences using the same grammatical pattern. It also allows one to express
any idea, thought or
feeling using the same finite vocabulary.

Language is Social:
Language is a set of conventional communicative signals used by humans for
communication in
a community. Language in this sense is a possession of a social group,
comprising an
indispensable set of rules which permits its members to relate to each other, to
interact with each
other, to co-operate with each other; it is a social institution. Language exists in
society; it is a
means of nourishing and developing culture and establishing human relations.

Displacement
- This means that the speaker can talk about things which are not present,