TYPES OF

COMMUNICATION IN
ORGANIZATIONS

Tuesday, May 15, 2018 1

You know each organization is concerned with two
types of communication: external and internal.
Externally, it has to communicate with the other
business houses, banks, government offices, the
press, the customers and the general public.
Internal communication consists of transmitting
information within the organization. It may again be of
two types: formal or official and informal.

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Cont’d

 Internal
communication again is
of two types:
Formal or official
Informal

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A. Formal Communication
Formal networks are systems designed by management to
dictate who should talk to whom to get a job done. In a
small organization, networks are so simple that they may
hardly be noticeable; in a larger organization, networks
become more intricate. Organizational charts-sometimes
called tables of organization- represent formal networks.
Organizational charts describe who has authority over
whom. People from different departments work together
daily in most organizations, and flow charts provide a kind
of road map that guides them through complicated task. And
since someone is always ultimately responsible for getting a
job done well organizational chart helps to know where that
responsibility lies.
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Formal Communication
 Four types:
 Downward communication
 Upward communication
 Horizontal communication
 Diagonal communication

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Cont’d
1. Downward Communication
 Main Objectives of Downward
Communication
 To give specific directives about the job
being entrusted to a subordinate
 To explain policies and organizational
procedures
 To appraise subordinate’s performance
 To give information about the rationale of
the job

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Types of downward messages
There are several types of downward communication:
Job instructions: Directions about what to do or how to do it.
“When you restock the shelves, put the new merchandise behind the
old stock.”
Job rationale: Explanations of how one task relates to another task.
“We rotate the stock like that so the customers won’t up with stale
merchandise.”
Procedures and practices: Information about rules, regulations,
policies, and benefits. “Don’t try to argue with unhappy customers. If
you can’t handle them yourself, call the manger.”
Feedback: Information about how effectively a person is performing.
“You’re really catching on fast. If you keep up the good work, you’ll
be an assistant manager by the end of the year.”
Indoctrination: Information aimed at motivating employees by
impressing the mission of the organization upon them and specifying
how they should relate to it.
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Cont’d
 Limitations of Downward Communication
 Under–communication and over-
communication
 Delay
 Loss of information
 Distortion
 Built in resistance
 Lack of awareness.
 Insufficient or unclear messages.
 Message overload.
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Cont’d
2. Upward Communication
Upward communication occurs when messages flow from
subordinates to superiors.
 Importance of Upward Communication
 Open door policy
 Complaints and suggestions boxes
 Social gatherings
 Direct correspondence
 Reports
 Counseling
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Types of upward messages
Upward communication can convey four types of
messages.
What subordinates are doing: “We’ll have that job done
by closing time today.”
Unsolved work problems: “We are still having trouble
with the air conditioner in the accounting office.”
Suggestions for improvement: “I think I’ve figured a
way to give people the vacation schedules they want and
still keep our staffing up.”
How subordinates feel about each other and the job:
“I’m having a hard time working with Lemma. He seems
to think I am mad at him.” Or “I’m getting frustrated. I’ve
been in the same job for over a year now, and I’m itching
for more responsibility.”
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Cont’d
 Limitatio ns of Upward Communicatio n
 Employees are usually reluctant to initiate upward
communication
 Employees often feel that if they communicate their
problems to their superiors, it may adversely reflect
on their own efficiency
 Upward communication is more prone to distortion
than downward communication
 Sometimes in the process of upward
communication workers become too bold, ignore
their immediate superiors and directly approach the
top most authorities with their suggestions or
complaints
 Any negligence shown towards upward
communication makes the workers cynical
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Downward Communication Upward Communication

1. Downward Communication flow is from 1. Flow is from lower to upwards.

higher to lower authority.

2. It is essentially directive in nature and 2. These messages provide the information

demands action by superiors. that lower level employees possess and
essentially non-directive.

3. Orders, Instructions, Information, 3. Reports, ideas, suggestions, complaints,

Counseling interviews, Lectures, protests, attitude surveys, union
Conferences etc., are examples of publications etc. are examples of upward
downward communication. communication.
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 Cont’d
3. Horizo ntal Communicatio n
Horizontal (sometimes called “lateral”) communication consists of
messages between members of an organization with equal power.
 Importance of Horizo ntal Communicatio n
 Horizontal communication is extremely important
for promoting, understanding and coordination
among various departments.
 Not much imagination is needed to visualize the
embarrassing situations that the lack of
coordination might create for the organization.
 The store may report shortage of materials when
production is fully geared up.
 Free flow of horizontal communication among
various departments can easily avert the incidence
of such situations.
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Types of horizontal messages
Horizontal communication serves five purposes:
Task coordination: “Let’s get together this afternoon,
and set up a production schedule.”
Problem solving: “It takes three days for my department
to get reports from yours. How can we speed things up?’
Sharing information: “I have just found out that a big
convention is coming to this town next week, so you
ought to get ready for lost of business.”
Conflict resolution: “I’ve heard that you were
complaining about my work to the boss. If you’re happy,
I wish you’d tell me first.”
Building rapport: “I appreciate the way you got that
rush job done on time. I’d like to say thanks by buying
you lunch when it’s convenient.”
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Cont’d
 Limitatio ns of Horizo ntal Communicatio n
 Some managers discourage horizontal
communication feeling that workers may get
friendly with one another and may pose
problems for the management.
 Rivalry among individuals and departments
can influence individuals to hide information
that is potentially damaging to themselves or
that may aid others.
 Specialization may cause individuals to be
concerned mainly about the work of their own
unit and have little appreciation for the work
and communication needs of others.

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 Factors inhibiting horizontal
communication
Despite the importance of these five
functions, several forces work to discourage
communication between peers.
•Rivalry.
•Specialization.
•Lack of motivation.
•Information overload.
•Physical barriers.

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 Cont’d
4. Diagonal Communication
 Diagonal communication in organization is quite infrequent and
least used.
 Diagonal communication generally takes place when members
cannot communicate effectively through other channels.
 One advantage of diagonal communication is time saving.
 Diagonal communication is communication among persons at
different levels who have no direct reporting relationship with one
another. This kind of communication is used to speed information
flow, to improve understanding, and to coordinate efforts for the
achievement of organizational objectives.
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Cont’d
 Informal Communication (Grapevine)
 The grapevine is an informal communication network
throughout the organization in which messages are
rapidly transmitted, usually orally on a one –to-one
basis.
Basic Types of Grapevine:
 Single Strand
 Gossip
 Probability
 Cluster
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A. Single strand: The single strand chain involves the passing of information
through a long line of persons to the ultimate recipient. A tells B, who tells C,
who tells D, and so on, till the information has reached most of the persons.

B. Gossip: In the gossip chain, A actively seeks and tells everyone. This
chain is just like the wheel where A is at the center and the information
passes along the spokes of the wheel to others stationed on the rim.

C. Probability: The probability chain is a random process in which A

transmits the information to others in accordance with the jaws of
probability and then theses others tell still others in a similar manner. This
chain may also be called random
D. Cluster: In the cluster chain, A tells selected persons who may in turn
relay the information to other selected individuals. Most or the informal
communication follows this chain ( The cluster chain)

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•Functions of informal communication
Not all informal messages are idle rumors. As the following
examples show, informal communication can serve several useful
functions.
Confirming- Some informal communication confirms formal
messages. You have probably heard this sort of confirmation
yourself: “The boss is really serious about cutting down on long–
distance calls this time. I heard him yelling about it when I walked
past his office.”
Expanding- Informal communication can fill in the gaps left by
incomplete formal messages. You might say to an experienced co–
worker: “The invitation to the office says ‘casual dress.’ What does
that mean-jeans and T-shirt or sport coat and tie?”
Expediting- Informal networks can often deliver messages more
quickly than official channels.

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Contradicting- Sometimes informal networks contradict
official messages. You might learn from a friend in
accounting department that the deadline for purchases on
the budget of this year isn’t as firm as it sounded in the
controller’s recent memo.
Circumventing- Informal contacts can sometimes help
you bypass official channels that are unnecessarily
cumbersome and time-consuming.
Supplementing- Sometimes even a management realizes
that informal communication can get the job done better
than the more formal variety. Paradoxical as it seems,
many companies elevate informal communication to an
official policy by encouraging open, unstructured contacts
between people from various parts of the organization.
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Cont’d
 Importance of the Grapevine
 Safety valve
 Promotes organizational solidarity and
cohesion
 Supplement to other channels
 Quick transmission
 Feedback

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Cont’d
 Limitations of Grapevine

 Distortion
 Incomplete information
 Damaging swiftness

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Cont’d
 How to Use the Grapevine Effectively
 The managers should spot the leaders. They should
try to find out the people who are most active on
the grapevine and keep them well informed so that
harmful rumors do not reach the employees.
 The grapevine should be used to feel the pulse of
the employees. The management can carefully
listen to the grapevine, sense the mood of the
employees and modify the policies accordingly.
 If there is any false rumor, the management should
immediately use the official channels to contradict
and to dispel the fears of the employees.
 If the workers are associated with the decision
making, the rumormongers will be automatically
frustrated.

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Formal communication Informal Communication

1. It is official and authentic. 1. It is unofficial channel.

2. It is planned and systematic. 2. It is unplanned and spontaneous.

3. The Organizational charts depict formal 3. Grapevine can take any direction.
communication routes.

4. It focuses on organizational goals and tasks. 4. It puts emphasis primarily on individual needs and
aspirations.

5. It is fairly inflexible, rigid and prescribed 5. It is very flexible, unpredictable routes.

route through which messages flow.

6. Official channels process information slowly. 6. Messages pass through various routes at a
stunningly faster rate.

7.Tuesday,
It is Impersonal
May 15, 2018 way of sending messages. 7. It is personal and social way 25
 Forms of communication
classified into two: verbal (oral & written) and non-verbal.

•Oral Communication
•Speech
Speech is the planed transmission of a specific message.
Speaking on a particular subject in front of a group of
people can be termed as speech. In other world, delivering
an oral presentation before an audience is known as speech.

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Types of Speeches
Informative Speeches: An informative speech provides interesting and useful
information to the audience..
Demonstrative Speeches: Demonstrative speeches also involve the delivery of facts
and information to a desired audience. The main difference with an informative speech
lies in the specific topic: demonstrative speeches deal with subjects that involve
processes, procedures, and methods. A master cook may deliver a demonstrative speech
on the many ways of cooking chicken, first by identifying the key ingredients, then the
different cooking tools, and finally the different ways of dressing the chicken and
presenting the finished meal.
Persuasive Speeches: Persuasive speeches are designed with the intention
of convincing or winning over an audience.
Graduation Speeches: Graduation speeches should revolve around the
students in the graduating class and their teachers.
Celebration Speeches: Celebration speeches are short, brief and favorable to
the person in whose honor the celebration is being held.
Political Speeches: In most cases, you would be making a political speech to a
constituency or your local community. Political speeches usually have an audience,
which is not likely to agree with you. Be prepared for brickbats while making such
speeches.
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•Parts/structure of a good speech
A good speech, like every good piece of writing, is not just poured out at audience, but is
meaningfully communicated only when it meets a prescribed, conventional specification.
Every speech, good or bad has the following components.
An introduction: Introduction is good; it captivates audiences' attention and stirs up
interest: sends questions, expectations and anxieties running in the minds of the
audience. Since poor introduction, kill their appetite.
The body: All the points you may have gathered in the research will now be knit together
beautifully and well explained to answer the questions your audience are likely to be
asking. Your points must be well explained and objectively convincing enough that at the
end, your audience will be left in no doubt but rather have clear understanding of your
impressions.
The conclusion: the last line of a good presentation should leave a lasting impression on
people's minds. The conclusion should be food for thought, something people should
remember long after they may have forgotten everything else, including the
speechmaker.

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Guidelines for effective speech
•Identification of purposes: First purposes of the speech should be clearly identified.
Without proper selection of the objectives, speeches become meaningless.
•Analyzing the audience: The natural of the audience must be evaluated to take proper
strategy.
•Planning the speech: Like written messages, speeches also should be preplanned. After
evaluation the audience the main idea, detailed description and length of the speech must
be fixed.
•Prepare outline: Outline of a speech helps the speaker to present the speech in an
orderly manner. The chance of omitting major points can be minimized.
•Careful about length of speech: Appropriate length of speech should be determined
carefully by considering the purpose of the speech and time available for such speech.
•Appropriate style: Generally, a casual style is followed for small audience and style that
is more formal is followed for big audience.
•Overcoming fears: It is very important for a speaker to overcome fears to ensure
effective speech.

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 Face-to-face communication (ffc)
All ffc is oral but all oral communications may not be
face to face. Telephonic conversation and chatting
through internet are oral communication but cannot be
termed as ffc. When two or more persons
communicate each other through oral media in their
physical, presence is known as face-to-face
communication.

•Active listening
In our daily life, we cannot make difference between
‘hearing’ and ‘listening’. However, listening means
interpretation of hearing. That is it involves understanding
of a message.
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Guidelines for effective listening
A.Stop talking:
B.Put the talker at ease:
C.Show the talker you want to listen:
D.Remove distraction:
E.Empathize with the talker:
F.Be patient:
G.Hold your anger:
H.Go easy on argument and criticism:
I. Ask Questions :

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Causes of poor listening
•Boredom or lack of interest.
•The listener’s dislikeof the personality or physical appearance of the
speaker.
•A desire to change rather than accept the speaker.
•A willingness in the listener to hear only that part of the message they
agree with.
•A perception by the listener that the speaker lack credibility.
•Physical Barriers: a noisy typewriter, duplicating machine,
someone's loud voice etc.
•Personal Barriers: Illness, fatigue, and discomfort make us unable to
concentrate.
•Psychological distractions: Personal problems such as finances,
buying a house etc.
•Attitudinal biases against the speaker are another type of
psychological block to listening.
•Semantic Barriers: Semantic means "meaning of words".
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•Written Communications
1. Business letters
A letter is a formal piece of writing used to exchange
information of various types. It acts like an ambassador.
Perhaps letter is the most widely used means of written
communication. In business world letters used for different
purposes; like placing orders, making inquiries’, making
credit request, requesting claims etc.
•Memo and Report Writing
Memo
A memorandum (known as ‘memo’ in short form) is by definition, “a
written statement that you prepare specially for a person or committee
in order to give them information about a particular matter”.

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 In an organization, it takes the form of “a short official note
that you write to a person or to several people, especially
people who you work with.” It has been derived from the
Latin word ‘memorare’ changed to ‘memorandus’ (notable),
and means literally ‘to mention’ or ‘tell’
Report
The dictionary meaning of report is, it is a formal statement
of the results of an investigation. In the words of Dr. S. M.
Aminuzzamn “Report is document in which a given problem
is examined for the purpose of conveying information,
reporting findings, putting forward ideas, and sometimes
making recommendation. “Thus, it can be stated that a report
is a formal presentation of facts based on investigation,
which generally provides recommendations.
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•Non-Verbal Communication
Communication takes place even without exchange of
words, oral or written. Facial expressions and gestures are
used to communicate. Non-verbal communication refers to
touch, eye contacts and body language.

Important categories or type of non-

verbal communication are:
Kinesis Behavior
Proxemics
 Paralanguage
 Chronemics

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A. Paralanguage
The non-verbal system sometimes called para verbal cues
conveys most of our messages about how to understand what
is said. Pitch and pitch change refers to the high or low
quality of the vocal cord. Pitch shows our feelings or the
strength of our feelings. High pitch shows strong feelings of
excitement, fear or happiness. Low Pitch we are inferring
our intensity or extreme seriousness. Inflection refers to the
change in the way that we modulate our voice during speech.
Thus, pitch and inflection provide an additional dimension to
the meaning of what we say. They do not compete with
language but function as part of our message system to help
clarify our meaning

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B. Kinesics
1. General physical movement can secure or detracts from
the attention given to the message, but it can accomplish both
goals at the same time.
2. Posture and gesture are another type of NVC. Posture
indicates the feelings of the individual. Poor posture during
an interview might be interpreted as disrespect, lack of
enthusiasm or an indication of poor work habits.
3. Discrete physical movements are those components,
which display the minute details like squinting of the eyes,
avoiding eye contact, furrowing your eyebrow, explain or
express the slight intentions of speakers in conversations.

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4. Facial reactions especially the eyes are the most reliable
indicators of emotion. The dilation of the pupil and the rapid
shifting of gaze tell us much about the feelings of the
communicator. When eye contact wanders, listeners feel that the
speaker is not interested in them. The total absence of eye contact
can be due to nervousness or forgetfulness. To smile only or to
scowl only is not the answer to becoming an effective
communicator. The mouth carries many significant messages
about how you feel and think. Remember that your mouth is one of
the most revealing indicators of your feeling and attitude.
5. Slight body responses like a shrug of the shoulders or a
hesitating gesture are additional nonverbal activities that suggest
particular mental states. These micro movements and
interpretations indicate the many things to many people. Audiences
listen with both their ears and their eyes.

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. Silence is also a good way of communicating. Disapproval, anger,
resentment, lack of interest, acceptance, respect and fear can be
expressed through silence. Silence can be effectively used while
speaking. A slight pause before or after making an important point
during a speech will make it effective. This pause before an important
point creates suspense and raises a sense of anticipation. Hence, the
audience listens to the next point more attentively. A slight pause after
making an important point indicates that something very important has
been said. The speaker may desire the audience to assimilate it and
realize its significance before passing on to the next point.
C. Proxemics refers to our use of space and the way that we use
space to govern the personal actions and behavior of others. Each of us
needs "our space". We need physical areas where we can be
comfortable. Personal space is relative and depends upon the
circumstances and the person to whom we are interacting. Public space
(refers to four to five feet distance), Personal Space (refers to arms
length dealing), Private space (refers to distance less than three feet)
and Tuesday,
expressing
May 15, 2018 intimacy 39
D. Chronemics is the way each of us uses and
structures the time in relations with others. We
accept and expect timeliness as an essential
element in some of our daily activities. Punctuality
expresses power relationships between two people.
The power of chronemics is great. Waiting, rushing
and hesitating occur because of a time orientation,
and our response to time delivers a strong message
about us and other people.

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THE
END

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