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Prepared by:Monika Sharma
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Learning OutlineDimensions of Communication.
On the basis of organization relationship.
On the basis of Flow.
Patterns of Communication.
Wheel / YCircle
All Channel
Kite
ChainSlash
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Communication
On the basis of organization relationship
Formal & Informal
External & Internal
On the basis of Flow
Upward & Downward
Horizontal/ Lateral
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ORGANIZATION CHART AND FLOW OFCOMMUNICATIONS
CHAIRMANCHAIRMAN
VP-FIN VP-MKTG
SM SMSMSM
UpwardCommunication
Information
DownwardCommunication
Instructions
and Directives
Efforts at Coordination
Horizontal Communication
SE SE
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Formal CommunicationGenerally follows a well defined hierarchical
pattern & periodicity.
Forums that facilitate formal communication are: Staff meetings.
Union -management meetings. Periodical sales review meetings. Customer meets. Branch manager conferences.
Channels facilitating flow of formal communicationare:
Memos, agreements, reports. Circulars, clarifications Instructions & guidelines.
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Informal Communication
Takes place in an unstructured manner & outsidethe formal forums.
Works well in smaller, loosely knit organizations.
Used where no rigid hierarchical tiers are present.
Element of spontaneity in this communication.
Informal Communication takes place through: Chats Conversations Informal talks
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External CommunicationIt flows outwards .
It addresses people outside the organization like:
Prospective customers, CompetitorsPublic, Press, MediaGovernment
It takes place in various ways & through differentchannels like:
Letters, notices, brochures, demonstrationsTelephone calls, business meetingsPress releases & Press conferencesPublicity films & product launch eventsAdvertisements.
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Internal Communication
Takes place within the organization/group amongdifferent group of employees.
It serves to inform, instruct, educate, motivatepeople.
It controls and cautions people in the organization.
It addresses issues like:
Knowledge skillsGoal orientationSharing corporate concernsReview & monitoringPerformance appraisalCounseling & training
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Upward Communication
Upward communication involvescommunication from sources in lower-levelpositions/level to receivers in higherpositions/level. for e.g., when there is aneed to communicate problems, results or
suggestions.
Any communication that moves from:Employees to supervisor
Regional manager to general manager
Branch to zonal office.
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UpwardCommunication
Upward communication is often used:
To give information on achievement or
progress
To point out problems that are beingencountered
To pass on ideas for improvement ofactivities
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Communication
Downward communication involvesmessages from senders relatively high inthe organizational structure to receivers inlower positions so that leadership cancommunicate goals, strategies or roleexpectations.
Any communication that moves from:From the CEO downwards.
From senior to junior executive
From head office to branch office.
From manager to supervisor
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DownwardCommunication
Downward communication may be used:
To give instructionsTo provide information about policies and
procedures
To give feedback about performance
For motivating
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Letters and
Memos
Manuals HandbooksCompany
Newsletters
Downward Communication
Upward Communication
Suggestion
SystemGrievances
Attitude
Surveys
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or zon a a eracommunication
Occurs across the same level among equals &peers.
Dissemination of useful information orally or inwriting, from one department to another .
for e.g. sales forecasts from the salesdepartment to production.
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Grapevine Communication
Grapevine is an informal channel of businesscommunication .
It stretches throughout the organization in all directions
irrespective of the authority levels.
Source of such communication unclear.
It spreads by way of gossip & rumors.
It travels though informal networks & often travels fasterthan formal messages.
Sometimes it gets more powerful & receptive than the formalcommunication.
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Patterns/ Communication Networksof Communication
Communication channels may be linked in a varietyof ways to form communication networks.
These networks are used to structure theinformation flows among network members.
This involves decisions such as who should be inthe loopto receive certain types of messages, andto whom they should be instructed to respond.
In making such decisions, you will determine whohas direct and speedy access to information, who is
most central in communication networks, who willbe able to get information only after others havereceived it, and so on.
Communication networks influence decision quality,member satisfaction, and other outcomes.
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Communication Network Structures
The Circle: Thecircle has noleader; here
there is totalquality. Eachmember of thecircle hasexactly thesame authorityor power toinfluence thegroup. Circle
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Communication Networks Structures
The wheel: The wheel ischaracterized by thecentralized position of aclear leader, who is the
only one who can sendmessages to all membersand the only one who canreceive messages from allmembers.
Wheel
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Communication Networks Structures
The Y: The ypattern issomewhat less
centralizedthan thewheel, butmore
centralizedthan some ofthe otherpatterns. Y
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Communication Network Structures
The Chain:The chain issimilar to thecircle exceptthat the endmembers
maycommunicate with only
one personChain
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Communication Network Structures
The All-Channel: The all-channelor star pattern is like the circle inthat all members are equal andall have exactly the same amountof power to influence others,except that each member in this
pattern may communicate withany other member. This patternallows for the greatest memberparticipation. Communicationthrough these networks occursoften but not always face-to-face.
Messages may be written ininformal memos or in formalletters and reports. All
Channel
(Star)
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