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Chapter 6
Channels Of Communication
Recent advances in Information Technology Replacement of Traditional forms of internal communication Communication is quick and informal changes in organizational structures. Traditional channels of communication. Direction of the flow of communication
Downward / Upward communication Horizontal or Lateral communication Informal Channels
Channels Of Communication
Internal Communication
External Communication
External Communication
Outward
- Messages customers, suppliers, Banks, insurance cos, Govt. Dept., Mass media, general public. - Letters, faxes, telephone calls, telegrams, reports, advertisements, press handouts, speeches. -Style , format & tone Policy. - Corporate Communications Dept.
Inward
-Receives letters, telegrams, fax messages, telex messages, reports, brochures, circulars, journals, magazines, telephone calls, personal visits customers , Suppliers, other organisations, Govt. Dept. -Filed for record. - written note / summary meetings/calls.
Internal Communication
Formal Channels
Group Networks
Informal Channels
Vertical Communication
Grapevine
Downward
Upward
Formal Channels
Carry official messages in the organisation. Efficiency depends on the regular flow. Communication to flow easily to reach the concerned. Communication gaps Information to flow through proper channels. Vertical & Horizontal / Lateral communication.
Vertical Communication
This includes all the messages that move between subordinates and their supervisors. Messages going from supervisors to subordinates are Downward communication; Messages going from subordinates to supervisors are Upward communication.
Consensus
Method of decision making reflects the ideas and thoughts of all the team members. Decision is acceptable to everyone; not unanimity nor is it majority vote. Decision making by consensus involves discussions and accountability of view points rather than power struggles.
Consensus
Requires the following :
Time Communication Skills listening, probing, conflict management. Considering disagreements and conflicts as part of the process. Keeping an open mind and think creatively
Consensus
Everyone must support the decision even if they think it was not the best one. Underlying shared values :
Unity of Purpose Co-operation Mutual Trust Common Ownership Of Ideas Feelings are valued Conflict is valued Equal Power Time and Process Willingness to learn skills
Group Networks
Group Networks
Patterns of Communication
Informal Channels
Compensate for inadequacies in the formal network. They serve the needs of the individuals involved; these may or may not be the same as the goals of the organisation.
Is an informal channel of personal, unofficial communication which exists in every organisation in addition to the formal organized channels. No definite pattern or direction largely horizontal. Not related to organisational goals. Many channels Carries unofficial information about management policies. Can effect organisations working Influence the efficiency of the organisation. Close relationship between grapevine and employee morale. Grapevine cannot be destroyed.
Grapevine
Assignments
1. Fill in the blanks using as few words as possible:
a.) Downward communication moves from ______________ to __________________. b.) Horizontal communication moves among _________. c.) Freely moving informal communication in an organisation is called ___________________. d.) _____________ means arriving at a general agreement of opinion.
Assignments
2. Mention five methods by which communication can be kept moving upward in an organisation. 3. Are these statements true?
(a) Communication does not move upward easily. (b) Grapevine can be used productively by the management. (c) There is no loss of information in downward communication. (d) There are no barriers to horizontal communication.
Assignments
4. What is downward communication? What causes loss of information as communication moves downward? 5. What is meant by upward communication. How can upward communication in an organization be improved. 6. Write a note on the informal channels of communication in an organisation. 7. What is grapevine? How can management use it to influence the morale of the employees?
Wheel Network
Chain Network
Circle Network