CONCEPT OF

COMMUNICATION
  Communication is the exchange of information and feelings in
which human beings engage whenever they come together.

ORIGIN &  The term communication is derived from the Latin word
communicare or communico which means ‘to share’ or ‘to
MEANING participate’ .
  The Oxford English Dictionary defines communication as the
action of conveying or exchanging information and ideas.
 Peter little in his book Oral and Written Communication
defines communication as the process by which information
is transmitted between individuals and/or organizations so
that an understanding response results.
DEFINITION  In this definition, the stress is on
 i)communication as a changing or dynamic process,
 ii)transmission of information between individuals and or
organizations, and
 iii)the receiver‘s understanding response.
  Complex
 Two way transactional process
 Takes place verbally or non-verbally
 Continuous process
 Knowledge of language
CHARACTERISTI
CS OF  Exchange of ideas

COMMUNICATIO  Direct and indirect

N Indirect
Synchronous Communication – Real Time
Asynchronous Communication – No requirement for recipients to
respond immediately
  The process of communication involves a series of stages:
 An idea arises in the mind of the sender, which sender wants to
share.
 The sender encodes the idea in the form of a message.
PROCESS OF  The sender chooses some channel/medium to put across his
COMMUNICA message.

TION  The receiver receives the message.

 The receiver decodes, absorbs, understands, interprets the
message.
 The receiver sends feedback or his response.
 The Sender(WHO)

The Message (what)

The Encoding – Selecting and

organizing information in a
suitable way.

Elements of the
process of
The medium/channel – How /
Through what

communication The receiver – whom

The Decoding –

Feedback
  Feedforward, a concept introduced by business educator and
coach Marshall Goldsmith
 Feedforward can help create a better workplace by aiding
individuals in moving beyond the invisible barriers that hinder
their productivity and performance.
 Feedforward focuses on future- oriented solutions

Feed Forward  When we give feedforward, we focus on a person’s future

development rather that critiquing and judging their past
performance.
 E.G – When anyone comes to you for advice on something,
focus on suggesting potential solutions for their challenges
without commenting on their behaviours that may have led to
that problem.
  Organisational communication involves exchange of messages
to express and impart meaning within and between
Business organisations and their environment.

communication  Effective workplace communication reduces employee

uncertainty and resistance and enhances employee cooperation.
  Shortness

4 S’s of  Simplicity

communication  Sincerity
 Strength
  Feedback makes communication a continuous cyclic process. It is
the end result of an idea and makes communication meaningful..
 Continuous, makes the speaker aware, planning on what needs to
be done next.
 TYPES
Positive

FEEDBACK Negative
Constructive
Verbal and non-verbal
 Giving effective feedback
Be positive, decide an appropriate time and place, make it receiver
friendly, Use of appropriate language, show proper body language,
make it specific, be empathetic.
  Coercive (intimidating, repressive, threatening, etc, acts are
communication events or behaviour reflecting abuses of power or
authority resulting in unjustified invasion of autonomy. Coercive
communication is the use of physical force during a conversation
to do something

UNETHICAL  Destructive (aggressive, abusive, insensitive) acts are

communication events or behaviour attacking receivers’ self
COMMUNICA esteem, reputation or deeply held feelings. Destructive

TION communication is the use of self harm or speaking to a person in a

harmful way.
BEHAVIOUR  Deceptive (dishonest, lying)
 Intrusive Communication
 Secretive
 Propaganda – Dissemination of information – facts, arguments,
rumours.
  Provide easy access and information and increase its efficiency
and speed in business
 Increase in size, scope and volume of businesses leads to need
for various modes and methods of business communication

Need for  Effective communication improves inter personal relations,

raises morale
business  Prevents miscommunication
communication  High Productivity
 Cooperation and coordination
 Smooth Functioning
  Provide Practical Information
What Makes  Give Facts rather than vague impressions
Business  Communicate Effectively
Communication  Clarify Expectations and Responsibility

Effective?  Offer Compelling Arguments

  Effective communication skills within organization ensures free
The Emergence of flow of information, helping to have a clear and easy transfer of
Communication As a information
key concept in the  Intercultural business communication
corporate and global
 Communication outside organizations
world
  Easy access, storage and sharing of information.
 Accuracy and efficiency
 Multi-dimensional communication

Impact of  Barriers of time and distance have been overcome

technological  Storage of large amount of data

 Facilitation of social networking
advancements  Increased outreach in education
 Quick access for medical industries
 Unmanned aerial vehicles
  Upgradation and maintenance can be costly
 Computer malfunctions
 Lack of human interaction and reducing need of manpower
Disadvantages  Fraud and scams
 Deterioration of language skills
 CHANNELS
OF
COMMUNICA
TION
  Formal communication takes place within the line of authority /
chain of command.
 It includes all the instances where communication has to occur
in a set formal format.

FORMAL  Vertical Communication

CHANNEL Downward Communication

Upward Communication
 Horizontal Communication
 Diagonal Communication
  Vertical communication takes place among people working on
different levels of line of authority.’
 Vertical communication occurs between hierarchically
VERTICAL
positioned persons and can involve both downward and upward
COMMUNICATION communication flows.
  Down Stream Communication
 High authorities to lower levels in the organisation

Downward  Elements

Communicatio Job instruction

Information
n Feedback
Ideology
  A merger or acquisition occurs when two independently
existing companies join together to create a singular new legal
entity. During such a stressful time, managers must
ensure downward communication messages paint an accurate
picture of what is happening. The members of an organization
What is the can only gain correct information about a merger through top
Importance executives.
of Downward
 Therefore, they must be given clear and direct information
Communication in a
about key matters and legal formalities to avoid any confusion.
Merger? Managers use effective downward communication during a
merger by communicating information in a calm and confident
manner. This helps greatly reduce anxiety in employees by
providing them with transparent and updated information.
  No opportunity for feedback
Demerits  A gap in perception at different levels
  Up Stream Communication
 Flow of information from lower level to upper level
 The executives depend on lower level employees to provide
them with accurate and timely reports on problems,

Upward performance, emerging trends, opportunities, suggestions,

improvement and grievances.
Communicatio  Essentials
n Positive attitude
Complaints should be sorted out as soon as possible
Open- door policy
Good listening skills on part of the superiors.
  Upward feedback is providing constructive feedback to the
manager or supervisor. It allows employees to share their
insights, opinions, and suggestions with their superiors, aiming
to improve their performance and that of their team and
organization.
What is upward
1. Be clear about your purpose
feedback and how
2. Choose the right time and place
to give upward
feedback? 3. Be specific and objective
4. Offer suggestions
5. Be respectful
6. Follow up
  communication takes place among people who work at the
Horizontal same level of organizational structure. However, it’s not

Communicatio necessary for them to belong to the same group. For instance,
when managers from different segments of an organization
n communicate- this would be called horizontal communication.
 • Coordination of work: Horizontal communication promotes
the coordination of work and goals between different groups of
an organization.
• Better work environment: This type of communication
improves the working environment for employees by offering
Purpose them better communication opportunities.
• Enhanced Relationships: The relationship among employees
from different departments gets enhanced formally as well as
informally through horizontal communication.
  1) Intradepartmental communication: In this type, lateral
communication only occurs within the same department, i.e,
workers of the same designation in a department communicate
with each other to share information and solve problems.
 2) Interdepartmental cooperation: Lateral communication in
an organization can occur in an interdepartmental form where
subordinates or managers facilitate communication with
Types managers or subordinates of the same rank from other
departments to reach common goals and coordinate on tasks.
 3) Staff advice to line departments: There are
messages which are communicated from industry specialists
from different fields such as finance, IT department, analysts,
etc. to administrators seeking special assistance.
 • Memos: Memos are commonly used in business communication as they are
short and concise pieces of information exchanged by the members of an
organization.
• Letters: Businesses use official letters as a method of horizontal
communication to exchange information, build relationships, and spike growth.
• Reports: A company uses different types of business reports such as
performance reports, analytic reports, informal business reports, etc. to evaluate
performance, research, and solve problems.
• Conference: Conferences are a vital part of business communication in any
Methods company. They are used as a means to communicate information, set goals, and
research new opportunities for growth.
• Meetings: Meetings are part of internal horizontal communication that are
regularly held in a department to discuss important matters. These are a
gathering of two or more people either in person or through channels such as
video calls, audio conference calls, etc.
• Face-to-face conversations: In-person conversations are the most effective and
fastest way employees communicate in a lateral communication model. Face-to-
face conversations are an informal and flexible means of communication.
 1. Improved work quality: Since horizontal communication
allows employees to coordinate their individual efforts better, it
improves the overall work quality.
2. Elimination of misunderstandings: One of the biggest
advantages of formal communication that takes place
horizontally is that it eliminates misunderstandings or any
negative feelings among employees and between different
Advantages groups of an organization.
3. Time-saving: When solving an urgent issue or conflict,
horizontal communication can help save time with faster
communication. This may not be possible in other types of
communication.
 1. Information overload: There are high chances of information
overload among employees when horizontal communication
takes place through different formal channels of
communication, ultimately leading to poor performance.
2. Sense of demotivation: Both too much and too little horizontal
communication may lead to negative feelings like
demotivation, envy, or jealousy. Hence, a balance is very
Disadvantages crucial.
3. Decreased productivity: Horizontal communication can lead
to wastage of time, leading to delays in decision-making, and
gradually contributing to decreased productivity and growth
within the organization.
  Also known as crosswise communication, this type of formal
communication takes place within the line of employees
Diagonal belonging to different groups and levels. This means that one

Communicatio has the liberty to communicate with anyone in the organization,

irrespective of their level or department. Both formal and
n informal channels of communication could be used to execute
such a flow.
  1) No line of command: It allows individuals in the organization with no
direct reporting relationship to interact with each other. Messages can be
transmitted from one level to another by anyone in the organization.
 2) Inter-departmental communication: One of the main purposes of
diagonal communication is inter-departmental communication. Different
departments in a company can communicate and coordinate with each other
to reach common goals.
 3) Extended recommendations: A key characteristic of diagonal

Features communication is that it helps in finding solutions and recommendations by

seeking assistance from other departments and managers with extensive
knowledge bases and experience.
 4) Speed: Diagonal communication channel improves the speed of
informational flow in an organization. Messages are transmitted quickly as
there are no formalities as such to be followed and the channel of
communication is mostly oral.
 5) Crosswise Communication: Communication is not vertical or horizontal
in nature. It is rather a hybrid of both. This allows flexibility and provides a
broader range of communication.
  Collaboration and Coordination: Diagonal communication aims to
facilitate collaboration and coordination among individuals or
departments at different hierarchical levels and functional areas.
 Organizational Alignment: Diagonal communication plays a vital role
in aligning different parts of the organization toward shared goals and
strategies. It helps disseminate information, clarify objectives, and ensure
consistent messaging across departments
 Breakdown of Hierarchical Barriers: Diagonal communication helps

Objectives break down hierarchical barriers and promotes a more open and
transparent organizational culture. It allows for more direct and informal
interactions between employees at different levels, enabling a free flow of
information, feedback, and suggestions.
 Employee Engagement and Satisfaction: Encouraging diagonal
communication can foster a sense of involvement, ownership, and
engagement among employees. It provides opportunities for individuals
to contribute their ideas, opinions, and feedback, creating a more
inclusive and participative work environment.
 1. Rapid flow of information: Since there is no certain direction
of communication here, diagonal communication helps boost
the speed of traveling for a piece of information within the
organization.
2. Better problem-solving: With inter-level communication,
problems can be communicated and solved efficiently as well
as rapidly with the help of diagonal communication in an
Merits organization.
3. Clarity in messages: Diagonal communication decreases the
chances of a message being distorted or wrongly transferred.
This is due to the direct communication between two
individuals, which rarely happens in other types of formal
communication in organizations.
 1. Poor organizational environment: Diagonal communication
may sometimes leave the direct superiors uninformed about the
work their subordinates are doing and may create problems in
the future.
2. Disturbance in the chains of command: Diagonal
communication often disturbs the pre-decided lines of authority
Demerits and leads to confusion and misunderstandings.
3. Wrong interpretation: Since the flow of communication is not
certain diagonally, it may be interpreted as interference or taken
negatively in some cases.
  Informal communication is the transmission of information,
ideas, feelings, and attitudes through channels that are not
officially recognized by the organization or institution, but are
Informal instead based on personal relationships, common interests, and
social networks.”
Communicatio  Informal communication can take many forms, including
n casual conversations, gossip, small talk, social media
interactions, and even nonverbal cues such as body language
and facial expressions.
  Informal communication can also be beneficial as it can promote open
communication, build relationships, and foster a positive work
environment.
 Building relationships: Informal communication allows people to
connect on a personal level and build relationships based on trust and
mutual understanding.
• Providing feedback: Informal communication can provide an
opportunity for individuals to give and receive feedback on work-
Importance related issues in a more relaxed and comfortable setting. This can help
to improve performance and productivity.
• Sharing information: Informal communication can be a way for
people to share information that may not be appropriate or necessary to
share through formal channels.
• Strengthening company culture: By encouraging open
communication, transparency, and inclusivity, informal communication
can contribute to the development of a positive company culture.
  Single Strand: In a single-strand communication pattern,
information is passed from one person to another in a linear
sequence, like a chain.
 For example, if one employee hears a rumor about a change in
TYPES company policy, they may pass it on to the next employee, who
then passes it on to another employee, and so on. This type of
communication can be relatively slow and may result in
inaccurate information.
  A gossip chain occurs when information is passed from one
person to another in a non-linear pattern, typically through
gossip or rumors.
TYPES  This type of communication can be very fast and can spread
widely throughout an organization, but it can also be unreliable
and may result in the spread of false or harmful information.
  Probability Chain: In a probability chain communication
pattern, information is passed from one person to another based
on the likelihood of that person being interested or affected by
the information.
 For example, if an employee hears about a new project that is
TYPES relevant to their department, they may pass the information on
to other employees who are also likely to be interested in the
project. This type of communication can be more efficient than
single-strand communication, but it can also result in
information being restricted to certain groups.
  Cluster Chain: A cluster chain occurs when information is
passed within a group of closely connected individuals, such as
a team or department. This type of communication can be very
TYPES effective for sharing information and building relationships
within a group, but it can also lead to group think or a lack of
diversity of ideas.
  Providing social support: Informal communication fulfills the
social needs of employees by creating a sense of community,
building relationships, and providing emotional support.
 Transmitting information: Informal communication serves as a
means of transmitting information quickly and efficiently
throughout the organization.
 Promoting creativity and innovation: Informal communication

FUNCTIONS provides a space for employees to share ideas and collaborate,

leading to creative solutions and innovation.
 Building trust: Informal communication nurtures trust between
colleagues and management, fostering improved working
relationships.
 Facilitating feedback: Informal communication provides
feedback to employees, helping them to gauge the effectiveness of
their performance and identify areas for improvement.
  Positive
Fills in the gap that is created in the absence of official
information.

NEGATIVE Bring about the desired change

AND POSITIVE  Negative

ASPECTS OF Partially distorted information sometimes effects the productivity

of the employees
GRAPEVINE Uncontrolled and unlimited circulation of information
Information is not verified.
  Transfer of information
 Giving advice and recommendations
 Order and Instruction
 Persuading members
OBJECTIVES OF
 Motivating factor
COMMUNICATIO
N  Educating
 Issuing warnings
 Boosting morale
  Characteristics
Involvement of Words either spoken or written
Objective
Considerate to the need of the receivers
Verbal Feedback
communication Easy to understand
It includes more awareness because a person needs to think and
analyze before speaking.
Written and oral forms
  To express emotions
 To accompany speech in managing cues of interaction between
speakers and listeners
Non –verbal  Non-verbal greetings

communication  First impressions

  Body Language (Kinesics)
 Posture
Inclusiveness or non – inclusiveness
Parallel body orientation
FORMS OF Congruence – incongruence
NON-VERBAL  Gestures
COMMUNICA  Positive and negative gestures
TION Communicating information
Symbolizing moods and emotion
Feedback
Symbolising a verbal cue
  Expressions
 Dress and Grooming *(Personal Appearance)

FORMS OF  Space and proxemics

NON-VERBAL  Silence

COMMUNICA  Auditory signals

 Visuals
TION  Paralanguage
 Paralanguage
Pitch
Pace
Pauses
 Chronemics
  TELEPHONE
How to communicate through telephone effectively
Tone

MODES OF Greeting

COMMUNICA Clear and concise

Not to interrupt
TION Avoid repeating
 Advantages and disadvantages
  Charles Babbage – Father of computers
 ENAIC (Electrical And Numerical Integrator And Calculator)-
Howard Aiken – Produce tables by carrying out a huge number
of calculations.
 John Von Neuman – EDVAC (Electronic Discrete Variable
Automatic Computer) – 1947 – with a memory to contain

Computers stored program as well as data.

 Features
 Security
 Scalability
 Reliability
Advantages and disadvantages of computers
  https://www.youtube.com/watch?v=RNhinA8ajoI
 https://youtu.be/RfbbXF_giJk
Telegram and  Fax
fax  https://youtu.be/apQMhA_4xik
 SMS  Short messaging service

COMMUNICA  Use of sms communication in various sectors of industries

 ADVANTAGES AND DISADVANTAGES OF SMS
TION
  Email Etiquette
TO, CC, BCC
 Subject Line
 Salutations
E-mail  Text
 Attachments
 Signature
 Email and Organisational Culture
  First introduced in 1960s with American telephone and
telegraph’s picturephone.
 Conducting teleconferencing effectively.

Teleconferencin  Enables people to virtually come together, and discuss ideas,

work together on documents.
g  Conducting a meaningful teleconference (Google , Zoom etc.)
 Advantages
 Disadvantages
  Blogs are being used as an effective communication tool for
businesses.
 Personal blogs, corporate blogs.
Blogs  Two way online communication
 Helps users express their opinions
 Ethical use of blogs
  Whatsapp
 Telegram
SOCIAL  Twitter
NETWORKIN  Facebook
G  Instagram
 Linkedin
  Internet, a highly decentralized network, connecting millions
 Virtual space where communication is possible between one-
one, one- many, one – group.
 INTRANET
 Intranet is a internal or private computer network that is
Internet, accessible to people within and organization, company or

Intranet, educational institution for the purpose of sharing information

within that particular organization.
Extranet  EXTRANET
An extranet is similar to the intranet but it is made accessible to
only selected external parties.
Company information can be analysed at periodic intervals and
made available to all approved members.