Download VTU (Visvesvaraya Technological University) MBA 1st Semester (First Semester) 17MBA16-Managerial Communication MC Unit 1 Important Lecture Notes (MBA Study Material Notes)
INTRODUCTION TO COMMUNICATION
2/18/2020 1
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
2/18/2020 57
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
2/18/2020 57 2/18/2020 58
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
2/18/2020 57 2/18/2020 58
COMMUNICATION AND NEGOTIATION
Negotiation is nothing but a discussion
among individuals to reach to an
alternative which would satisfy all.
an effective communication is directly
proportional to an effective negotiation.
2/18/2020 59
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
2/18/2020 57 2/18/2020 58
COMMUNICATION AND NEGOTIATION
Negotiation is nothing but a discussion
among individuals to reach to an
alternative which would satisfy all.
an effective communication is directly
proportional to an effective negotiation.
2/18/2020 59
COMMUNICATION IN CROSS ? CULTURAL SETTING
It?is?also?called?as?Inter-culture?communication.
It?is?a?process?of?exchanging,?negotiating,?and?
mediating?one?s?cultural?communication?
differences?through?language,?non???verbal?
gestures,?and?space?relationships.
2/18/2020 60
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
2/18/2020 57 2/18/2020 58
COMMUNICATION AND NEGOTIATION
Negotiation is nothing but a discussion
among individuals to reach to an
alternative which would satisfy all.
an effective communication is directly
proportional to an effective negotiation.
2/18/2020 59
COMMUNICATION IN CROSS ? CULTURAL SETTING
It?is?also?called?as?Inter-culture?communication.
It?is?a?process?of?exchanging,?negotiating,?and?
mediating?one?s?cultural?communication?
differences?through?language,?non???verbal?
gestures,?and?space?relationships.
2/18/2020 60
FACTOR AFFECTING COMMUNICATION IN CROSS ?
CULTURAL SETTING
?Language
?Environment and Technology
?Social organization and history
?Conceptions of authority
?Non ? verbal communication
2/18/2020 61
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
2/18/2020 57 2/18/2020 58
COMMUNICATION AND NEGOTIATION
Negotiation is nothing but a discussion
among individuals to reach to an
alternative which would satisfy all.
an effective communication is directly
proportional to an effective negotiation.
2/18/2020 59
COMMUNICATION IN CROSS ? CULTURAL SETTING
It?is?also?called?as?Inter-culture?communication.
It?is?a?process?of?exchanging,?negotiating,?and?
mediating?one?s?cultural?communication?
differences?through?language,?non???verbal?
gestures,?and?space?relationships.
2/18/2020 60
FACTOR AFFECTING COMMUNICATION IN CROSS ?
CULTURAL SETTING
?Language
?Environment and Technology
?Social organization and history
?Conceptions of authority
?Non ? verbal communication
2/18/2020 61 2/18/2020 62
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
2/18/2020 57 2/18/2020 58
COMMUNICATION AND NEGOTIATION
Negotiation is nothing but a discussion
among individuals to reach to an
alternative which would satisfy all.
an effective communication is directly
proportional to an effective negotiation.
2/18/2020 59
COMMUNICATION IN CROSS ? CULTURAL SETTING
It?is?also?called?as?Inter-culture?communication.
It?is?a?process?of?exchanging,?negotiating,?and?
mediating?one?s?cultural?communication?
differences?through?language,?non???verbal?
gestures,?and?space?relationships.
2/18/2020 60
FACTOR AFFECTING COMMUNICATION IN CROSS ?
CULTURAL SETTING
?Language
?Environment and Technology
?Social organization and history
?Conceptions of authority
?Non ? verbal communication
2/18/2020 61 2/18/2020 62
MAKING EFFECTIVE COMMUNICATION IN CROSS ?
CULTURE SETTING
? Maintaining similarity
? Empathy
? Working hypothesis
? Be patient
? Ask questions
? Respect
? Time
? Humor
? Always check
? Be positive
2/18/2020 63
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
2/18/2020 26
VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
2/18/2020 27
DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
2/18/2020 28
UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
2/18/2020 29 2/18/2020 30
HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
2/18/2020 31 2/18/2020 32
DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
2/18/2020 33 2/18/2020 34
ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
2/18/2020 35
ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
2/18/2020 36
WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
2/18/2020 37
GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
2/18/2020 38 2/18/2020 39
Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
2/18/2020 41
7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
2/18/2020 42
4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
2/18/2020 43
KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
2/18/2020 44
CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
2/18/2020 45
CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
2/18/2020 46
CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
2/18/2020 47
CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
2/18/2020 48
CONFLICT MANAGEMENT STYLES/TECHNIQUES
2/18/2020 49 2/18/2020 50
CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
2/18/2020 51
CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
2/18/2020 52
CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
2/18/2020 53
CRISIS
2/18/2020 54
? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
2/18/2020 55
2/18/2020 56
ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
2/18/2020 57 2/18/2020 58
COMMUNICATION AND NEGOTIATION
Negotiation is nothing but a discussion
among individuals to reach to an
alternative which would satisfy all.
an effective communication is directly
proportional to an effective negotiation.
2/18/2020 59
COMMUNICATION IN CROSS ? CULTURAL SETTING
It?is?also?called?as?Inter-culture?communication.
It?is?a?process?of?exchanging,?negotiating,?and?
mediating?one?s?cultural?communication?
differences?through?language,?non???verbal?
gestures,?and?space?relationships.
2/18/2020 60
FACTOR AFFECTING COMMUNICATION IN CROSS ?
CULTURAL SETTING
?Language
?Environment and Technology
?Social organization and history
?Conceptions of authority
?Non ? verbal communication
2/18/2020 61 2/18/2020 62
MAKING EFFECTIVE COMMUNICATION IN CROSS ?
CULTURE SETTING
? Maintaining similarity
? Empathy
? Working hypothesis
? Be patient
? Ask questions
? Respect
? Time
? Humor
? Always check
? Be positive
2/18/2020 63 2/18/2020 64
FirstRanker.com - FirstRanker's Choice
UNIT ? 1
INTRODUCTION TO COMMUNICATION
2/18/2020 1
OUTLINE:
? Meaning?&?Definition
? Role?Of?Communication
? Classification?of?communication
? Purpose?of?communication?
? Communication?Process
? Characteristics?of?successful?communication?
? Importance?of?communication?in?management?
? Communication?structure?in?organization?
? Communication?in?conflict?resolution?
? Communication?in?crisis
? Communication?and?negotiation?
? Communication?in?a?cross-cultural?setting
2/18/2020 2
Introduction
? The term ?COMMUNICATION? comes from the
Latin word ?COMMUNICARE?, this means to
impart or participate.
2/18/2020 3
MEANING:
?COMMUNICATION is the
process of passing information and
understanding from one to another?.
2/18/2020 4
DEFINITIONS:
? W.H.?Newman?&?C.F.?Summer:
?????communication?is?an?exchange?of?facts?,ideas,?
opinions,?or?emotions?by?two?or?more?persons??
?
? ?Heinz?Goldmann?:
??????communication?is?a?dialogue,?not?a?monologue?in?
fact,?communication?is?more?concerned?with?dual?
listening??process??
2/18/2020 5
William Scott
? Managerial?communication?is?a?process?
which?involves?the?transmission?and?
replication?of?ideas?ensured?by?feedback?for?
the?purpose?of?directing?action?which?will?
accomplish?organizational?goals??
2/18/2020 6
CHARACTERISTICS OF SUCCESSFUL
COMMUNICATION:
? Universal
? Communication?is?unavoidable
? Continuous?process
? Two-way?traffic
? Short-lived?process
? Needs?proper?understanding
? Leads?achievement?of?the?organisational?
objective
? Dispels?misunderstanding
2/18/2020 7
ROLE OF COMMUNICATION
? Managing complexities all around
? Better understanding and cooperation
? Big organization management
? Enhance cohesion in the organization
? Image of the company improves
? Profitability increases
? Employee turnover is less
? Better customer interaction
? Dissemination and collection of information is
easier
2/18/2020 8
PURPOSES OF COMMUNICATION:
? To?give?and?receive?information
? To?convey?the?right?message
? To?provide?advice
? To?receive?suggestions
? To?persuade?people
? To?motivate?people
? To?issue?order?and?instructions
? To?impart?education?and?training
? To?issue?warning?and?notice
? To?improve?morale
2/18/2020 9
ELEMENTS OF COMMUNICATION
ELEMETS
OF
COMMUNICATION
LANGUAGE INTELLECTUALISM
CHANNEL
KNOWLEDGE
INITIATION
FEEDBACK
EXPRESSION
SITUATION
ATTITUDE
PURPOSE
2/18/2020 10
COMMUNICATION PROCESS
IDEA
DECODING
SENDER
ENCODING
MESSAGE
IS
TRANSMITT
ED
RECEIVING
RECEIVER
MEDIUM
FEEDBACK
2/18/2020 11
IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
? Basis?of?Managerial?functions
? Efficient?functioning
? Stimulates?initiative?and?creativity
? Job?satisfaction?and?good?morale
? Building?human?relationship
? Maximum?production?at?minimum?cost
? Prompt?decisions?and?its?implementation
? Contact?with?external?parties
2/18/2020 12
CLASSIFICATION OF COMMUNICATION
ON THE BASIS OF
ORGANIZATION
STRUCTURE
ON THE BASIS OF
WAY OF
EXPRESSION
ON THE BASIS OF
DIRECTION
FORMAL
INFORMAL/GRAP
EVINE
UPWARD
DOWNWARD
VERTICAL
ORAL
WRITTEN
GESTURE
HORIZONTAL
DIAGONAL
2/18/2020 13
ON THE BASIS OF ORGANIZATION STRUCTURE
2/18/2020 14
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
? FORMAL COMMUNICATION
Communication through the chain of
command is known as formal
communication.
It is a means of communication normally
controlled by managers or people
occupying similar positions in an
organization.
2/18/2020 15
TYPES OF FORMAL COMMUNICATION
? Single chain
? Wheel
? Circular
? Free flow
? Inverted V
2/18/2020 16
SINGLE CHAIN
A
B
C
D
E
2/18/2020 17
WHEEL
A
D
E
C
B
2/18/2020 18
CIRCULAR
A
C
D
B
E
2/18/2020 19
FREE FLOW
A
C
D
B
E
2/18/2020 20
INVERTED V
A
B
D
C
2/18/2020 21 2/18/2020 22
INFORMAL COMMUNICATION
? It is also known as grapevine.
? Is not a planned or deliberately created
channel of communication.
? It is free from all formalities.
? No formal organization chart is followed to
convey the communication.
2/18/2020 23 2/18/2020 24
MERITS AND DEMERITS
2/18/2020 25
ON THE BASIS OF DIRECTION
? Vertical : 1)vertical downward
2) upward
? Horizontal or lateral communication
? Diagonal communication
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VERTICAL COMMUNICATION
? It constitutes both upward and downward
communication.
? Information is transmitted from top
management to the employees working in
organization or vice versa.
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DOWNWARD COMMUNICATION
? Downward communication flows from a manager .i.e.
from top to the chain of command.
? For example when managers inform, instruct or advice
their subordinates, the flow of
? communication is in downward pattern.
? Downward communication can take any form as member
notice, new policies or procedure to ask for any analysis
etc.
? Conversation may be through written form, face to face
or telephonic.
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UPWARD COMMUNICATION
? When the flow of communication is from bottom line to
the top authority it is termed as upward communication.
? For example when subordinates send a report to inform
their superiors or to present their findings,
communication flows upward.
? The extent of upward communication depends on the
organization.
? Open culture creates a climate of trust, participative or
empowerment, as they would provide input for
managerial division.
? Suggestion box, survey, grievance procedures, reviews
reports etc. provides information to top management
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HORIZONTAL COMMUNICATION
? This form of communication takes place among peer group
or hierarchical equivalent employees.
? Such communication is necessary to facilitate
co ?ordination, save time and bridge communication gap.
? Lateral communication enables the sharing of information
with a view to apprise the peer group of activities of a
department.
? This type of communication is very vital for growth of an
organization as it builds co ?operation among various
branches.
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DIAGONAL COMMUNICATION
? Diagonal or cross lines communication flows in all direction
and cuts across all function and level in an organization.
? For example sales manager communication directly to vice
president (production).
? This form of communication deviates from normal chain, but
it?s quick and efficient.
? The increase use of e ?mail also encourages cross lines
communication.
? As there is no specific line command in diagonal
communication, it is also referred
? as cross lines, radial or circle communication, depending upon
structure of an organization.
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ON THE BASIS OF WAY OF EXPRESSION
? Oral communication
? Written communication
? Gesture communication
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ORAL COMMUNICATION
? Oral means stemming from mouth,
message in the form of spoken words are
referred as oral communication. The use
and position of words in oral communication
can make difference in understudying the
intent of message.
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WRITTEN COMMUNICATION
? Written communication refers to the words that
are written and studied in
? the form of a message.
? In an organization written from of communication
written from of
? communication is in the form of letters, means,
reports etc.
? Whenever message is transmitted in written
format, they acquire a formal structure; simple
language is used, for better interpretation.
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GESTURE COMMUNICATION
? Body language
? Space/distance
? Voice modulation
? Pictures/symbols/sign
? Dress
? Eye contact
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Essentials of Effective Oral
Communication
1. Brevity: Keep the message as brief as possible.
2. Precision: Give your information in precise form.
3. conviction: Be sincere. Words must carry
conviction.
4. Logical Sequence: Arrange the information
logically.
5. Appropriate word choice: choose words carefully.
6. Avoid ??. Like, ?you know?, phrases and ??
?Is not it?, ?I see? etc.
Essentials Of Effective Oral
Communication
7. Right use of Paralinguistic: Speak slowly
distinctly, element????take care of tone,
pitch, stress and pauses.
8. Congruity between verbal and non-verbal
communication.
9. Attentive listening.
10.Natural voice.
11.Finding the right register: Adapt your message to
the emotional and intellectual level of the receiver.
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7 C?s of Effective Communication
- FRANCIS. J. BERGIN
? Consideration: Focus on ?you? not ?I? or ?we?.
? Clarity: Use familiar and accurate words.
? Completeness: Provide message and required information.
? Conciseness: Brevity, Avoid wordy expression and repetition.
? Correctness: Use the right words. & present facts.
? Concreteness: words being specific and definite.
? Courtesy: Be polite, thoughtful and appreciative.
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4 S?s of Business Communication
1. Shortness: ?Brevity is the soul of wit?. This
is true of communication also.
2. Simplicity: Reveal clarity in the thinking
process by using simple terminology and
equally simple concepts.
3. Strength: Convinces. Reflects the credibility
of the sender.
4. Sincerity: Appeals.-Reflects genuineness.
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KISS Principles of Effective Communication
How ???
1.Choosing short and simple words.
2.Developing clear sentences.
3.Forming short paragraphs with
appropriate emphasis.
KISS stands for Keep It Short and Simple.
COMMUNICATION STRUCTURE IN ORGANIZATION
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CONFLICT IN COMMUNICATION
? Conflict is the outcome of behaviours, is
an integral part of human life.
? Whenever there is a interaction there is a
conflict.
? Conflict can be defined many ways and it
can be considered as an expression of
negative attitude, aggression, rivary and
misunderstanding.
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CONFLICT IN COMMUNICATION
? MEANING:
????it?can?be?defined?as?disagreement?between?
two?or?more?individuals?or?groups,?with?
each?individual?or?group?trying?to?gain?
acceptance?of?its?view?or?objectives?over?
others.
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CAUSES OF CONFLICT
? Personality?clashes
? Different?sets?of?values
? Threats?to?status
? Contrasting?perception
? Lack?of?trust
? Interdepartmental?wrangles
? Job?related
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CONFLICT RESOLUTION
? Conflict?in?the?workplace?just?seems?to?be?a?
fact?of?life.?There?are?situations?where?
different?people?with?different?goals?and?
needs?have?come?into?conflict.
? As?long?as?it?is?resolved?effectively.?It?can?
lead?to?personal?and?professional?growth.
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CONFLICT MANAGEMENT STYLES/TECHNIQUES
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CONFLICT MANAGEMENT STYLES/TECHNIQUES
1)Avoiding(Withdrawal)?:?The?avoiding?style?is?
characterized?by?low?assertiveness?of?one?s?own?
interests?and?low?cooperation?with?the?other?party.
2)Accommodating(Smoothing)?:?This?style?is?low?in?
assertiveness?and?high?on?cooperation.?Parties?are?
accommodative.
3)Competing(Dominance)?:?A?competing?style?tends?to?
maximize?assertiveness?for?one?s?own?position?and?
minimize?cooperation?response.
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CONFLICT MANAGEMENT STYLES/TECHNIQUES
4)?Compromising?:?it?combines?immediate?level?of?
assertiveness?and?cooperation.
5)?Collaborating:?in?the?collaborating?mode,?both?
assertiveness?and?cooperation?are?maximized??in?the?
hope?that?an?integrative?agreement?occurs?that?fully?
satisfies?the?interested?of?both?parties.
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CONFLICT PREVENTION STRATEGIES
Conflict prevention is proactive approach.
Prevention means anticipating potential
causes of conflict and taking quick action
to turn them into positive forces for
understanding and co-operation.
?Participative decision making
?Collaboration and team building
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CRISIS
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? A crisis may be defined as ? any situation
that is threatening or could threaten to harm
people or property, seriously interrupt
business, damage reputation or negatively
impact share value?.
Crisis management phases
? A crisis is a significant threat to operations
that can have negative consequences if
not handled properly.
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ROLE OF COMMUNICATION IN CRISIS MANAGEMENT
PRE - CRISIS
AT THE BEGINNING OF THE CRISIS
DURING THE CRISIS
RECOVERING FROM THE CRISIS
POST - CRISIS
COMMUNICATION IN CRISIS
Communication in crisis situations requires a
high degree of agility in order to the
demands , as well as particular sensitivity
towards individuals or groups of people
negatively affected by the situation.
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COMMUNICATION AND NEGOTIATION
Negotiation is nothing but a discussion
among individuals to reach to an
alternative which would satisfy all.
an effective communication is directly
proportional to an effective negotiation.
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COMMUNICATION IN CROSS ? CULTURAL SETTING
It?is?also?called?as?Inter-culture?communication.
It?is?a?process?of?exchanging,?negotiating,?and?
mediating?one?s?cultural?communication?
differences?through?language,?non???verbal?
gestures,?and?space?relationships.
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FACTOR AFFECTING COMMUNICATION IN CROSS ?
CULTURAL SETTING
?Language
?Environment and Technology
?Social organization and history
?Conceptions of authority
?Non ? verbal communication
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MAKING EFFECTIVE COMMUNICATION IN CROSS ?
CULTURE SETTING
? Maintaining similarity
? Empathy
? Working hypothesis
? Be patient
? Ask questions
? Respect
? Time
? Humor
? Always check
? Be positive
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THANK YOU
2/18/2020 65
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This post was last modified on 18 February 2020