1.INTRODUCTION TO BUSINESS COMMUNICATION.pptx

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1. CHAPTER 1: INTRODUCTION TO BUSINESS COMMUNIATION

2. Concept OF COMMUNICATON The term ‘communication’ is derived from the Latin Term ‘communis’ that means ‘common’. Whatever is common is shared by all. Hence, the sense of ‘sharing’ is inherent in the very original nature of communication. And what is it that one shares in communication? The one word answer is ‘information’ i.e. something to tell, as the situation demands . Communication is a very broad and extensive term. “C ommunication is an exchange of messages between and among human beings.” Meaning :

3. “ Communication is the transmission and reception of Ideas, feelings and attitudes, both verbally and non-verbally eliciting a response. It is a dynamic concept underlying all kind of living systems.” -Norman B. Sigband “Communication is the broad field of human interchange of facts and opinions and not the technologies of telephone ,telegraph, radio and the like.” - Charles E. Redfield “Communication is the process of passing information and understanding from one person to another. It is the process of imparting ideas and making oneself understood by others”. -Theo Haimann /Hofmann “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.” -George R Terry/ William Newman and Summer “Communication is an intercourse  by words, letter, symbols or messages and is a process through which members in organisation share meaning and understanding with one another.” - Bellon and Gillon “Communication is the process by which information is passed between individusls and/or organisations by the means of previously agreed upon symbols.” -Peter Little   Definitions :

4. What is business communication? Business communication is the branch of general communication which is especially concerned with business activities. When communication takes place among business parties concerning business affairs or business related issues it is known as business communication. Business communication is nothing but, the communication between the people in the organization for the purpose of carrying out business activities. T here is no difference between communication and business communication but any communication done for the purpose of business can be termed as ‘business communication’.  Business communication encompasses a variety of topics including marketing, branding, customer relations, consumer behaviour , advertising, public relations, corporate communication, interpersonal communication, employee appointment, Online communication and event management,etc .

5. Definitions of business communication: “ Business communication is a system that affects change within the organisation in each and everything.” - Ricks and Gow “ Business c ommunication is the expression channeling, receiving and interchanging of Ideas in commerce and industry.” - Brennar “ Communication occurs between either two or more than two business people for the purpose of effective organisation and administration of business then it is considered as business communication.” -Prof. J. Haste

6. Nature/features of communication Communication is Meaning-based. Communication is Conventional and Tradition-based to a large extent. Communication Leads To Interaction. Communication is supposed to be appropriate. Communication is structured.

7. Scope of communication Sharing of Information Feedback Control Influence Problem-solving Decision-making Facilitating change Group building Gate keeping

8. Characteristics of communication Communication involves at least two persons Exchange of ideas Message is an obligation in communication Mutual understanding Direct and indirect communication Continuous process Communication may be written, oral or gestural Communication is a two way process Communication channel Primary purpose of communication I to motivate a response Communication may be formal or informal It flows up and down and also from side to side Response or feedback Clarity and ‘C’ of communication

9. Importance of communication Communication is essential for management Basis of planning Basis of decision making Successful operation of business Quick decisions and their implementation Increase in employee morale Promotion of industrial peace Basis for leadership Cost reduction Helps managers in performing managerial role and functions Incentive for democratic feelings Training and development

10. Need for communication Size of the organization Human relations Social relations Growing role of trade unions Technological development Development of behavioral sciences Increasing competition Information technology Growing specialization

11. Principles of effective communication Principle of clarity Principle of information Principles of consistency Principle of adequacy or completeness Principle of timeliness Principe of appropriate channel Principle of integration Principle of flexibility Principle of feedback (A) Basic principles

12. Communicate with an aim or objective Plan the message The message should suit the needs of the receiver The message should attract attention Barriers to effective communication (B) Other principles

13. Process of communication through its elements The process of communication involves the transmission and reception of information between two or more individuals or entities. It consists of several key components and steps, which can be summarized as follows: 1. Sender: The sender is the individual or entity who initiates the communication process. They have a message or information they want to convey to the receiver. The sender encodes the message into a suitable form for transmission. 2. Message: The message is the information or idea that the sender wants to communicate. It can be in various forms such as spoken words, written text, gestures, symbols, or signals. 3. Encoding: Encoding is the process of converting the message into a form that can be transmitted effectively. It involves choosing appropriate words, symbols, or other means to convey the intended meaning. The sender uses language, tone, and non-verbal cues to encode the message.

14. 4. Channel: The channel refers to the medium through which the encoded message is transmitted. It can be face-to-face conversation, telephone, email, written letter, video call, or any other form of communication medium. The choice of channel depends on factors such as the nature of the message, the urgency of communication, and the preferences of the sender and receiver. 5. Transmission: Transmission is the actual sending of the encoded message through the chosen channel. The sender transmits the message using the selected medium, ensuring that it reaches the intended recipient. 6. Receiver: The receiver is the individual or entity for whom the message is intended. They receive the transmitted message through the chosen channel. The receiver decodes the message to understand its meaning. 7. Decoding: Decoding is the process of interpreting and understanding the message by the receiver. The receiver translates the encoded message back into a meaningful form using their knowledge, language, and context.

15. 8. Feedback: Feedback is the response or reaction of the receiver to the message. It allows the sender to assess whether the message was understood as intended. Feedback can be verbal or non-verbal, and it helps in confirming understanding, clarifying any doubts, and facilitating further communication. 9. Noise: Noise refers to any interference or distortion that may occur during the communication process. It can be physical noise (such as background sounds), semantic noise (misinterpretation of words or symbols), or psychological noise (prejudices, distractions, or biases). Noise can hinder effective communication by affecting the accuracy or clarity of the message. 10. Context: Context plays a crucial role in communication. It includes the physical environment, social and cultural factors, relationships between the sender and receiver, and the shared knowledge and experiences between them. The context influences how the message is understood and interpreted. Effective communication requires clarity, active listening, mutual understanding, and the ability to adapt the message to the needs and preferences of the receiver. It is an ongoing process that involves continuous exchange of information, feedback, and adjustment to ensure successful communication between individuals or entities.

16. Barriers to effective communication through its elements There are several barriers that can hinder effective communication. These barriers can occur at any stage of the communication process and can vary depending on the individuals involved, the context, and other factors. Here are some common barriers to effective communication: 1. Language/Linguistic Barriers : Differences in language and vocabulary can create misunderstandings. Communication becomes challenging when the sender and receiver do not share a common language or have limited proficiency in the language being used. Types of Linguistic barriers are as follows: Language Differences: When individuals do not share a common language, communication becomes challenging. Without a mutually understood language, it is difficult to convey ideas, exchange information, or express thoughts effectively. Limited Vocabulary: Inadequate vocabulary can hinder communication. If individuals lack the necessary words to express their ideas or understand the words used by others, the message may be incomplete or misunderstood.

17. Language Complexity: Some languages have complex grammar, sentence structures, or pronunciation rules. If individuals are not familiar with the intricacies of a particular language, it can lead to confusion and miscommunication. Slang and Jargon: Slang terms or specialized jargon can be difficult for individuals who are not familiar with them. Using slang or jargon that is specific to a particular group or profession may result in misinterpretation or exclusion of others from the communication process. Idioms and Cultural Expressions: Idioms, proverbs, and cultural expressions are phrases that carry specific meanings within a particular language or culture. Translating these expressions directly may not convey the intended message accurately, causing confusion or misunderstanding. Accent and Pronunciation: Differences in accents or pronunciation can affect understanding. If the accent of a speaker is unfamiliar to the listener, it may be challenging to comprehend the words or discern the intended meaning.

18. Language Fluency: Individuals who are not fluent in a particular language may struggle to express themselves effectively or comprehend the messages of others. Limited language proficiency can result in communication breakdowns and misinterpretations. Translation and Interpretation: When communication occurs across different languages, the quality of translation or interpretation can impact understanding. Inaccurate translations or interpretations can lead to confusion and distort the original message. 9.Semantic barriers to communication refer to obstacles that arise due to misunderstandings or misinterpretations of the meaning of words, phrases, or symbols. These barriers can hinder effective communication and lead to confusion or distortion of the intended message

19. 2. Cultural Barriers : Cultural differences can affect communication. Customs, values, beliefs, and norms can vary between cultures, leading to misinterpretation or miscommunication. Non-verbal cues and gestures may also have different meanings in different cultures.Types of cultural barriers are as follows: 1. Language Differences: Language is a significant cultural barrier. When individuals do not share a common language, communication becomes challenging. Even when there is a common language, differences in accents, dialects, or idiomatic expressions can create difficulties in understanding. 2. Non-Verbal Communication: Non-verbal cues, such as body language, facial expressions, gestures, and personal space, can vary across cultures. What may be considered acceptable or meaningful in one culture may be interpreted differently or even offensively in another culture. 3. Social Norms and Etiquette: Social norms and etiquette govern appropriate behavior in different cultures. Greetings, forms of address, levels of formality, and rules of conversation can differ significantly. Violating these norms can lead to misunderstandings or discomfort during communication.

20. 4. Directness and Indirectness: Different cultures have varying degrees of directness in communication. Some cultures value straightforward and explicit communication, while others prefer indirect or implicit communication. These differences can lead to misunderstandings and misinterpretations of intent or meaning. 5. Perception of Time: The perception of time can vary across cultures. Some cultures emphasize punctuality and view time as a valuable resource, while others have a more relaxed approach to time. Differences in time orientation can affect scheduling, deadlines, and expectations in communication. 6. Cultural Values and Beliefs: Cultural values and beliefs shape how individuals perceive and interpret the world. Differences in values such as individualism vs. collectivism, hierarchy vs. egalitarianism, or high-context vs. low-context communication styles can create barriers to understanding and shared meaning. 7. Taboos and Sensitivities: Cultural taboos or sensitivities regarding certain topics or behaviors can limit open and effective communication. Sensitivity to cultural taboos is crucial to avoid unintentionally offending or creating discomfort during communication. 8. Stereotypes and Prejudices: Stereotypes and prejudices can create barriers to communication by creating biases and negative assumptions about individuals from different cultures. Stereotypes can lead to misjudgments and hinder open and unbiased communication.

21. 3 . Physical Barriers : Physical barriers can include distance, noise, and other environmental factors. For example, loud background noise can make it difficult to hear and understand the message, or physical distance may limit face-to-face communication. The following are the types of physical barriers to communication: 1. Distance: Physical distance between individuals can hinder communication, especially in situations where face-to-face interaction is preferred or necessary. The greater the distance, the more challenging it becomes to convey messages accurately and receive immediate feedback. 2. Noise: Background noise or distractions in the environment can make it difficult to hear and understand spoken messages. Excessive noise from machinery, traffic, construction, or crowded spaces can interfere with communication, leading to misunderstandings or the loss of important information. 3. Visual Barriers: Lack of visual contact can hinder communication, particularly in situations where non-verbal cues and facial expressions play a crucial role. Physical barriers such as walls, partitions, or distance can impede visual communication and affect the overall understanding of the message. 4. Technology Issues: Problems with communication devices or technology can act as physical barriers. Issues such as poor network connectivity, malfunctioning equipment, or incompatible systems can disrupt communication and hinder the flow of information.

22. 5. Time Zones: Communication across different time zones can pose challenges. Scheduling conflicts and differences in work hours can limit real-time communication and delay responses, leading to slower or less efficient communication. 6. Physical Disabilities/State of health: Individuals with physical disabilities may face communication barriers due to their unique needs. Lack of appropriate accessibility features, such as ramps, Braille materials, or assistive technologies, can limit their ability to participate fully in communication. If a person is in pain or having fever then he is not willing to engage in any communication as his ability to communicate is really reduced. 7. Geography: Geographic barriers, such as mountains, oceans, or remote locations, can pose challenges to communication. Limited or unreliable infrastructure, including telecommunications networks or internet connectivity, can hinder effective communication in such areas. 8.Environmental Barriers: The weather conditions prevalent such as high temperature , humidity, poor ventilation, vibrations may distort the process of communication

23. 4. Psychological Barriers : Psychological barriers to communication are obstacles that arise from the thoughts, feelings, attitudes, and perceptions of individuals that can impede effective communication. These barriers can affect both the sender and the receiver of the message. Here are some common psychological barriers: 1. Attitudes and opinions : Personal attitudes and opinions often act as barriers to effective communication Preconceived notions, stereotypes, and prejudices about others can affect how we perceive and interpret their messages. Stereotypes can lead to biases and hinder open-mindedness, making it difficult to understand and appreciate diverse perspectives. 2. Closed-mindedness: A closed mindset can prevent individuals from being receptive to new ideas, perspectives, or feedback. A resistance to change or a rigid adherence to one's own beliefs and opinions can hinder effective communication and limit the exploration of alternative viewpoints. 3. Emotional Interference: Strong emotions such as anger, fear, frustration, or stress can interfere with effective communication. Emotions can distort the message, hinder active listening, and prevent individuals from engaging in constructive dialogue.

24. 4. Filtering of Information: Status-conscious individuals may filter or selectively share information based on the perceived status of the recipient. They may withhold or selectively disclose certain details to maintain or enhance their status or to influence how others perceive them. 5. Sources of information: If a receiver has a suspicion about the source of communication then it is likely to be a barrier to communication. Perceptual biases occur when individuals interpret or perceive information based on their own personal experiences, beliefs, or expectations. These biases can lead to misinterpretation and misunderstanding of the message being communicated. 6.Status consciousness: refers to an individual's awareness of and concern for their social status or position relative to others. It involves being highly conscious of one's own status and the status of others in terms of social, economic, or professional hierarchies. Status consciousness can have an impact on communication and interactions in various ways. Superiors think that to take advice from juniors would compromise their dignity and subordinates don’t want to give any unpleasant information o their superiors because of their inferior status. 7. Information Overload: When there is an excessive amount of information to process within a limited time, it can overwhelm the receiver and hinder their understanding. Complex or lengthy messages may result in key information being missed or misunderstood.

25. 8. Lack of Attention or Interest: If individuals are not fully attentive or interested in the communication process, they may miss important information or fail to engage in active listening. Distractions, multitasking, or a lack of focus can impede effective communication. 9 . Lack of Confidence: Insecurity or a lack of self-confidence can hinder effective communication. Individuals may hesitate to express their thoughts or ideas, fearing judgment or rejection. This can result in inhibited communication or a reluctance to engage in open and honest dialogue. 10. Defensiveness: Defensiveness occurs when individuals feel attacked or criticized, causing them to react in a defensive manner. Defensiveness can hinder effective communication by closing off opportunities for constructive dialogue and problem-solving. 11. Lack of Active Listening: Active listening involves fully engaging and focusing on the speaker's message. Ineffective listening, such as interrupting, selective listening, or preoccupation with one's own thoughts, can hinder communication and lead to misunderstandings.

26. 12. Fear of Judgment or Rejection: The fear of being judged, criticized, or rejected can inhibit individuals from expressing themselves openly and honestly. This fear can create a barrier to effective communication, preventing individuals from sharing their thoughts, ideas, or concerns. 13. Poor Retention: Poor retention of communication refers to difficulties in remembering or retaining information conveyed during a communication interaction. It can occur due to various reasons and can negatively impact the effectiveness of communication. 14. Selective perception: Selective perception refers to the tendency of individuals to selectively perceive and interpret information based on their own biases, beliefs, expectations, and prior experiences. It occurs when individuals filter, distort, or interpret information in a way that aligns with their preexisting attitudes or beliefs, while disregarding or downplaying information that contradicts their existing views.

27. 5. Mechanical Barriers : Mechanical barriers to communication refer to obstacles that arise from issues related to the transmission or reception of messages due to mechanical or technical factors. These barriers can impede effective communication and include the following: 1. Faulty Equipment: Malfunctioning or inadequate equipment, such as telephones, computers, projectors, or audiovisual devices, can hinder communication. Poor sound quality, visual distortion, or technical glitches can disrupt the transmission or reception of information. 2. Poor Connectivity: Issues with internet connections, network problems, or low signal strength can create mechanical barriers to communication, especially in digital or online communication channels. Unstable or slow connections can lead to delays, disruptions, or even complete failure of communication. 3. Complexity of Technology: Complex or unfamiliar technological interfaces or systems can act as barriers to effective communication. Difficulty in navigating or understanding the technology can impede the smooth flow of communication and reduce efficiency.

28. 6. Other Barriers : 1.Time and distance barrier 2.Lack of knowledge of the medium 3.Barriers arising out of organisational inadequacies

29. Remedies to overcome barriers Information to the employee Proper listening Developing proper inter-personal relationships Mechanical barriers Linguistic and cultural barriers Physical barriers and psychological barriers Communications through actions and deeds Use of proper language Use of grapevines Use of Audio-visuals Overcoming noise Empathy Overcome emotions Train managers Overcome prejudices Open mind Attentiveness Choice of medium Organization structure Feedback

30. Internal communication Internally communication is important because it integrates managerial functions. The most important functions are: Establishment and disseminating of the goals of enterprise. Developing plans for their achievement. Organising human and other resources in the most effective and efficient way. Selecting, developing and appraising members of the organisation Leading, directing, motivating and creating a climate in which people want to contribute their best. Controlling performance.

31. external communication External communication refers to the exchange of information, messages, and interactions between an organization and external stakeholders. These stakeholders can include customers, suppliers, partners, investors, media, government agencies, and the general public. The purpose of external communication is to build and maintain relationships, convey the organization's messages, and influence external perceptions .

32. METHODS OF COMMUNICATION (I) WRITTEN COMMUNICATION Written communication refers to the exchange of information, ideas, and messages through written or printed words. It is a vital form of communication in various contexts, including business, education, government, and personal communication . Merits of written communication: It is accurate and precise. It can be referred to repeatedly. It is permanent record. It is a legal document. It facilitates the process of assigning responsibilities It has a wide access No need for personal contact Completeness Economical

33. Demerits of Written communication : It is time-consuming. It is costly. Quick clarifications is not possible No secrecy. Not suitable for emergencies.

34. (II) ORAL COMMUNICATION Oral communication refers to the exchange of information, ideas, and messages through spoken words and verbal interactions. It is a fundamental form of communication that occurs in various contexts, including conversations, meetings, presentations, interviews, and public speaking. Merits of Oral Communication Saves time Economic Powerful More effective Co-operation Knowledge of reaction Clarity of the message Immediate feedback Reliable Help building relationships Useful in group communication Useful during emergencies

35. Demerits of Oral Communication: Presence of both parties Lack of proof Expensive in nature Non-availability of references Quick responses necessary Not suitable for lengthy communications Retentions No legal validity More misunderstandings Responsibilities cannot be assigned

36. (III) NON-VERBAL COMMUNICATION Non-verbal communication refers to the transmission of information, feelings, and messages without the use of words. It involves various nonverbal cues such as facial expressions, body language, gestures, eye contact, posture, touch, and vocal tone. Nonverbal communication often complements and enhances verbal communication, and it can convey emotions, attitudes, and intentions. The following are types of non-verbal communication. 1. Facial Expressions: Facial expressions are a powerful form of nonverbal communication. Smiles, frowns, raised eyebrows, and eye movements can convey emotions such as happiness, surprise, anger, sadness, or disgust. 2. Body Language: Body language involves the use of body movements and postures to communicate messages. This includes gestures (such as pointing, waving, or thumbs up), hand movements, arm crossing, leaning forward or backward, and other physical actions that convey meaning or intention. 3. Eye Contact: Eye contact is an important nonverbal cue that conveys interest, attentiveness, and connection. Direct eye contact often signifies engagement and trust, while avoiding eye contact can indicate discomfort, disinterest, or submission. 4. Touch: Touch can communicate various messages depending on the context and relationship between individuals. It can convey affection, support, dominance, aggression, or comfort. Examples include handshakes, hugs, pats on the back, or gentle touches.

37. 5. Head , Body shape and Posture: Posture refers to the position and alignment of the body. It can convey confidence, attentiveness, relaxation, or defensiveness. Standing or sitting upright with an open posture often signifies engagement, while slouching or crossing arms can indicate disinterest or defensiveness. 6. Appearance : The way individuals present themselves through their appearance, clothing, and grooming choices can communicate social status, professionalism, cultural identity, or personal style. It can also influence how others perceive and interpret their messages. 7.Gestures: Gestures involve the movement of hands, arms, and fingers to communicate or emphasize a point. Common gestures include pointing, waving, thumbs up, thumbs down, and the "OK" sign. Different cultures may interpret certain gestures differently, so it's important to be mindful of cultural differences. 8. Smile : A smile is a facial expression that involves curving the corners of the mouth upward, often accompanied by the tightening of the muscles around the eyes. Smiling is a universal nonverbal cue that conveys positive emotions, friendliness, warmth, and happiness. 9. Silence :Silence, as a form of nonverbal communication, refers to the absence of speech or deliberate pauses in communication. It can convey meaning, emotions, and messages in various contexts.

38. Merits of Non-verbal Communication Reliability Quickness Economic communication Accurate understanding Meaning of oral communication is enhanced Usefulness for illiterates Natual way Demerits of Non-verbal Communication Lack of secrecy Misrepresentation Physical presence Applicable only in brief messages Difficult to study Difficulty in collecting information No proof

39. CHANNELS OF COMMUNICATION IN THE ORGANISATION Channels of communication refer to the various methods or mediums through which information, messages, or ideas are transmitted between individuals or groups. Effective communication channels are essential for sharing information, expressing thoughts, and fostering understanding.Channels of communication in any instituion may be of two types: Formal communication Informal communication

40. Formal communication Formal communication refers to the official or structured way of transmitting information within an organization or professional setting. It typically follows predefined channels, protocols, and hierarchical structures. Formal communication ensures that important information is shared in a structured and consistent manner within an organization. It helps maintain professionalism, clarity, and accountability in the transmission of information and fosters effective decision-making and coordination.

41. Merits of formal communication Unity of command Sound and proper communication Definite and deliberate communication Controllable communication Demerits of formal communication Distortion of information Delay and filtering of information Formal action Increase in the work-load of higher managers

42. Informal communication Informal communication refers to the spontaneous and unofficial exchange of information, ideas, or messages that occurs outside of formal organizational channels. It is characterized by its casual nature, absence of predefined rules, and typically occurs between individuals at all levels of an organization. Informal communication plays a crucial role in fostering relationships, building trust, and creating a sense of community within an organization. It allows for the free flow of ideas, promotes collaboration, and enables employees to connect on a more personal level. However, it is important to note that informal communication can also carry risks, such as the spread of rumors or misinformation. Organizations should strive for a healthy balance between formal and informal communication channels to ensure effective information sharing while maintaining professionalism and clarity.

43. Merits of informal communication Fast and flexible communication Fast feedback Mutual co-operation Demerits of informal communication Spread misunderstanding Unorganised communication Difficult to control

44. Types of formal communication 1.Vertical communication Vertical communication, also known as top-down or bottom-up communication, refers to the flow of information, messages, or directives between different levels of hierarchical positions within an organization. It involves communication that moves vertically up and down the organizational structure. Vertical communication can occur in both formal and informal settings. Vertical communication is crucial for effective organizational functioning. It ensures that information flows smoothly, goals are understood, and actions are coordinated throughout the organization. It also allows for upward feedback, enabling organizations to benefit from the diverse perspectives and knowledge of their employees. To foster effective vertical communication, organizations should encourage open and transparent channels, promote active listening, provide opportunities for employee input, and establish a culture that values feedback and collaboration across all levels of the organization. It includes two types: (a) Downward communication (b) Upward communication

45. Downward communication Downward communication, also known as top-down communication, is a type of vertical communication that flows from higher levels of management or authority to lower levels within an organization. It involves the transmission of information, instructions, decisions, and feedback from superiors to subordinates. Downward communication is typically used to provide guidance, clarify expectations, disseminate policies, and communicate organizational goals. Effective downward communication requires clarity, consistency, and a receptive environment. It is essential for aligning employees with organizational objectives, ensuring understanding of expectations, and promoting a sense of direction. Organizations should strive to establish open channels of downward communication that encourage feedback, two-way dialogue, and opportunities for employees to seek clarification or provide input.

46. Merits of Downward communication Useful for management Good organisation Useful for employees Superiors well informed A sense of belonging. Demerits of downward communication Under-communication and over-communication Delay Loss of information Distortion Built-in Resistance

47. Upward communication Upward communication, also known as bottom-up communication, is a type of vertical communication that flows from lower levels of an organization to higher levels. It involves the transmission of information, feedback, suggestions, and concerns from subordinates to superiors or higher-level management. Upward communication plays a crucial role in ensuring that valuable insights, ideas, and perspectives from employees are shared with decision-makers within the organization. Effective upward communication requires a supportive and open organizational culture that encourages employees to voice their opinions and concerns without fear of retribution. Organizations should establish channels and mechanisms that facilitate upward communication, actively listen to employee feedback, and take appropriate action to address concerns and leverage valuable insights from their employees.

48. Merits of Upward communication Providing feedback Outlet for pent-up emotions Constructive suggestions Easier introduction of new scheme Greater harmony and cohesion Demerits of Upward communication Resistance from employees Fear of incompetence Indecisive superiors Messages not heard Unwillingness to admit failure

49. Horizontal/lateral communication Horizontal communication, also known as lateral communication, refers to the exchange of information, ideas, and messages between individuals or departments at the same hierarchical level within an organization. It occurs among colleagues, peers, or teams who work together or collaborate on similar tasks, projects, or initiatives. Horizontal communication plays a vital role in promoting coordination, collaboration, and knowledge sharing within an organization. Horizontal communication is essential for promoting collaboration, teamwork, and a sense of shared purpose within an organization. It breaks down silos, encourages information sharing, and facilitates the flow of knowledge across different areas of expertise. Organizations should encourage and facilitate horizontal communication through open-door policies, collaborative tools and platforms, cross-functional projects, and a culture that values teamwork and cooperation.

50. Merits of horizontal communication Saves time Co-ordination and Co-operation Efficiency Increase Productivity Immediate feedback Removes Jealousy Checks grapevine Demerits of horizontal communication Jealousy among superior rank Disruption if used in excess Feeling of frustration Waste of time in gossiping Interdepartmental rivalry

51. Diagonal communication Diagonal communication, also known as cross-functional communication or cross-level communication, refers to the exchange of information, ideas, and messages between individuals or departments at different levels and across different functional areas within an organization. It involves communication that cuts across the formal hierarchical structure and facilitates coordination, problem-solving, and decision-making across various organizational boundaries. Diagonal communication helps bridge gaps, promote innovation, and improve overall organizational effectiveness. Diagonal communication is crucial for breaking down silos, fostering collaboration, and promoting a culture of innovation within an organization. It helps leverage the diverse expertise and perspectives of employees at different levels and from various functional areas. Organizations should create opportunities for diagonal communication through cross-functional teams, project-based work, collaborative platforms, and a supportive organizational culture that encourages open dialogue and knowledge sharing across organizational boundaries.

52. Merits of diagonal communication Co-ordination Practicable Morale boosting Demerits of diagonal communication Fear of infringement Resistance to compliance Anarchy

53. Informal communication: grapevine The grapevine refers to an informal and unofficial communication network that exists within an organization. It represents the informal channels through which rumors , gossip, and unofficial information are spread among employees. The grapevine is often characterized by its rapid and unpredictable nature, as information can quickly spread throughout the organization, sometimes bypassing formal communication channels. While the grapevine can have some benefits, such as providing a sense of community and informal support, it can also pose challenges for organizations. Rumours and gossip spread through the grapevine can lead to misunderstandings, decreased trust, and reduced productivity. To manage the grapevine effectively, organizations should focus on improving formal communication channels, being transparent and timely in sharing information, promoting an open and inclusive culture, and addressing concerns or rumours proactively. According to Louis A. Allen, ”Grapevine is a horizontal communication channel which is related to those persons who are associated with informal communication systems.”

54. Merits of Grapevine Speedy transmission Feedback value Support to other channels Psychological satisfaction to workers Demerits of Grapevine Distortion Incomplete information Damaging swiftness Rumours

55. Patterns of grapevine communication Single Strand chain: In the single strand pattern, information is passed sequentially from one person to another in a linear fashion. For example, an employee shares a piece of information with a colleague, who then shares it with another colleague, and so on. This pattern is often used for spreading rumours or gossip quickly. Gossip Chain: The gossip chain pattern occurs when information spreads in a branching manner. One person shares the information with multiple individuals simultaneously, and each of those individuals passes it on to multiple others. This pattern can lead to rapid dissemination of information throughout the organization. Cluster chain: In the cluster pattern, information is shared within specific groups or clusters of employees. For example, employees within a department or team may engage in grapevine communication within their own group, resulting in the formation of separate clusters of information.

56. Probability chain: The probability pattern suggests that individuals within an organization selectively choose whom they share information with based on their perception of the person's interest, trustworthiness, or relevance to the information. Certain individuals are more likely to receive and transmit information, creating a network of information flow. Isolation: In the isolation pattern, individuals or groups within the organization may be isolated from the grapevine communication due to various reasons, such as physical distance, hierarchical barriers, or lack of participation in informal networks. This pattern can result in the exclusion of certain individuals or groups from the flow of information. Information Filtering: Grapevine communication often involves the filtering or modification of information as it passes through individuals. This can lead to distortion, exaggeration, or selective sharing of information, as individuals interpret and shape the information based on their own perspectives and biases.