TOPIC 4:
BUSINESS
COMMUNICATI
ON
AT
WORKPLACE
LEARNING
OUTCOMES
The business communication
01 within the workplace
CLO 1 :
Explain communication
principles at workplace. 02 The formal
business
(C2 , PLO2 )
communication
03 The informal
business
communication
PURPOSE OF BUSINESS
COMMUNICATION IN THE
WORKPLACE
Balancing
needs and
Motivation goals
Control
FORMAL BUSINESS
COMMUNICATION CHANNEL
In a formal business
communication, the management
and divisions within a company are
typically written and explained so
all employees understand how
things work. It clearly spells out the
job to be performed by each
individual, the authority,
responsibility assigned to every
individual, the superior-
subordinate relationship and the
designation of every individual in
the organization.
FORMAL BUSINESS
COMMUNICATION CHANNEL
FORMAL BUSINESS
COMMUNICATION CHANNEL
FORMAL BUSINESS
COMMUNICATION CHANNEL
FORMAL BUSINESS
COMMUNICATION CHANNEL
Diagonal
Communication
DOWNWARD CHANNELS UPWARD CHANNELS
In any organizational In any organization,
hierarchy, when when the vertical
vertical communication communication fl ow is
fl ows from a higher VERTICAL from a lower level to
level to one or more COMMUNICATION higher levels in
lower levels it is called the organization it is
downward called upward
communication. communication.
Downward Upward
communication may be communication
in the form of staff consists of messages
meeting, company sent
policy statement, up the lines
company newsletters, from subordinates to
informational memos, managers. It provides
face-to -face contact feedback for upper
and speeches management regarding
policies and practices,
which allows for wider
participation in decision-
making
• Horizontal(or lateral)
communication occurs
in an organization
between employees at
the same hierarchical
Horizontal / Lateral level.
• It also called crosswise
Channel communication, appears to
be more prevalent across the
lower levels of the
organization, where it tends
to focus on problem-
solving, information sharing
and confl ict resolution.
• Used to improve
understanding,
and coordinate eff orts
for achieving
organization objectives.
• Sharing of Diagonal channel
information
among diff erent
structural levels
within a business
• Communication
that crosses both
levels and
functions or
departments
FORMAL BUSINESS
COMMUNICATION NETWORKS
FORMAL BUSINESS
COMMUNICATION NETWORKS
a) Circle Network
- In the circle network, individuals
communicate with two adjacent members in a
circular pattern. This network structure
facilitates communication among a small
group of people, where each member is
connected to their neighboring members.
- Example: In a project team, each team member
communicates with the person next to them,
but not directly with everyone else in the
group.
- A can communicate simultaneously with two
diff erent persons, B, and C but to communicate
with D, he has to pass the information with
through B or C, and E.
FORMAL BUSINESS
COMMUNICATION NETWORKS
b) Chain Network
The chain network resembles a linear fl ow of
communication, where messages are passed
down through a series of individuals, each
having one communication link to the
person directly above and below them.
Example: A manager communicates to a
team leader, who then communicates
with the rest of the team.
FORMAL BUSINESS
COMMUNICATION NETWORKS
c) Y Network
The Y network combines elements of both
the chain and the wheel. It involves a
central figure (such as a manager or team
leader) with two or more subordinates. The
central figure communicates with each
subordinate, and the subordinates
communicate among themselves as well.
Example: A manager communicates with
two department heads, who then pass
the information to their respective
teams.
FORMAL BUSINESS
COMMUNICATION NETWORKS
d) Wheel Network
In the wheel network, one central
individual acts as the hub, and all
communication flows through them.
Subordinates or team members
communicate with the central
individual, but they do not communicate
directly with each other.
Example: A team leader is the central
figure, and team members
communicate with the leader but not
with each other directly.
FORMAL BUSINESS
COMMUNICATION NETWORKS
e) All Channel
Network
The all-channel network allows
for free- fl owing communication
between all members of a group. Each
member can communicate with every
other member directly without any
restrictions or central authority.
Example: In a collaborative
project team, all team members can
communicate with each other
directly, facilitating free exchange of
ideas.
THE PROBLEM ARISING FROM
FORMAL BUSINESS
COMMUNICATION
1.Misinterpretation and Ambiguity:
Formal business communication often relies on written text, which
can lead to misinterpretation or ambiguity. Without non-verbal
cues, such as body language and tone of voice, readers may
misunderstand the intent or meaning behind the message.
2. Overuse of Jargon and Complex Language:
Using overly complex language or industry-specific jargon can
alienate the audience, especially if they are not familiar with the
terms. Clear and straightforward language is essential for eff ective
communication.
THE PROBLEM ARISING FROM
FORMAL BUSINESS
COMMUNICATION
3. Lack of Personalization:
Formal communication can sometimes lack a personal touch,
leading to messages that feel impersonal or disconnected. This
may reduce the effectiveness of the communication and fail to
engage the reader emotionally or create rapport.
4. Ineffective Organization:
If the communication is poorly organized, with ideas presented
in a confusing or disjointed manner, it can lead to
misunderstandings or the reader missing key points. A
well-structured message with a clear introduction, body,
and conclusion is crucial.
THE PROBLEM ARISING FROM
FORMAL BUSINESS
COMMUNICATION
5. Failure to Consider Audience Needs:
Not tailoring the communication to the specific audience's needs,
interests, or expectations can hinder the effectiveness of the
message. Understanding the background, knowledge, and
concerns of the audience is vital for successful communication.
6. Information Overload:
In an attempt to provide all relevant information,
communicators might overwhelm the reader with excessive
details or lengthy documents. This can reduce the clarity of the
message and cause the reader to miss important points.
INFORMAL BUSINESS
COMMUNICATION NETWORK
In an informal business communication,
the business does not operate under the
guidelines of a written document that spells
out the rules, regulations and chain-of-
command.
Under this structure, the business operates
by a system developed by the employees who have
proven effective.
This structure relies on relationships
forged between staff members, cooperation
between teams and communication that
focuses on achieving shared goals.
INFORMAL
COMMUNICATION NETWORK
SINGLE PROBABILITY CHAIN
STRAND
GOSSIP CLUSTER
CHAIN CHAIN
GOSSIP CHAIN
In the gossip chain, one
SINGLE STRAND
person seeks and tells the
The single strand chain involves
information to everyone. This
the passing of information
chain is just like the wheel
through a line of persons to
where one person stays at the
the ultimate recipient. In the
center and the information
figure, the person A tells B, who
passes along the spokes of
tells C, who tells D, and so on,
the wheel to others stationed
till the information has
on the rim. In the figure, A is
reached most of the
at the center and passes the
persons involved or concerned.
information to others staying
on the rim of the wheel.
CLUSTER CHAIN
PROBABILITY CHAIN
In the cluster chain, a
The probability chain is a
person tells the
random process in which
information to the
someone transmits the
selected personsto who
information to others
selectedmay
persons.
in turn relay
in accordance with the laws of
information
Most (pass)communicationthe
other
probability and then these
follows information
this chain. of
others tell still others in a
similar way.
This chain may also be called
the
random process.
THE PROBLEM ARISING FROM
INFORMAL BUSINESS
COMMUNICATION
1.Lack of Clarity and Precision:
Informal communication often lacks the structure and clarity
that formal communication provides. This can lead to ambiguous
messages, where the intended meaning might not be clearly
conveyed, leading to misunderstandings among team members or
between employees and management.
2. Over-reliance on Informal Channels:
When employees rely too heavily on informal communication
channels (such as casual conversations, text messages, or
instant messaging), important messages may not be
documented properly. This can result in a lack of accountability
or follow-up, and essential information may be overlooked.
THE PROBLEM ARISING FROM
INFORMAL BUSINESS
COMMUNICATION
3. Potential for Miscommunication:
Informal communication, being more casual, may leave room for
assumptions or misinterpretations. Non-verbal cues, tone, and
context might be lost, especially in written forms like emails or
texts, where the reader's interpretation of the message might
diff er from the sender's intent.
4. Excessive Informality:
While informal communication can create a relaxed and open
environment, it can sometimes become too casual, leading
to a lack of professionalism. This could lead to messages being
misunderstood, employees not taking certain
communications seriously, or even mistakes in judgment that
could harm the organization's reputation.
THE PROBLEM ARISING FROM
INFORMAL BUSINESS
COMMUNICATION
5. Confidentiality Issues:
Informal communication may not always follow the same
confidentiality protocols as formal communication. Sensitive
information shared casually among coworkers, whether in person
or via digital platforms, can easily be spread beyond the intended
audience, potentially leading to breaches of confi dentiality or
privacy violations.
6. Inconsistent Messaging:
Because informal communication happens in an unstructured
manner, the messages being shared may vary
significantly from one person to another. This inconsistency can
cause confusion, as employees might receive diff erent
versions of the same information or task, leading to confusion or
errors.
