2. Communication:
• This can be defined as the mechanism to deliver the
relevant information from one person to another.
• According to Keith Davis, ‘‘ Communication is the
process of passing information and understanding from
one person to another”.
• The basic nature of communication depends upon
3 variables:
a. The message being communicated.
b. The parties to the communication.
c. The medium of communication
3. Types of
Communication
On the basis of nature
verbal
oral written
Non-verbal
Body
Language
Para
Language
Space
Language
Sign
Language
On the basis of
applicability
Formal/
Directions
Upward Downward Horizontal
Informal
Grapevine
4. A.On the basis of
nature:
I. Verbal communication: The sharing of
information between individuals by using
speech/written letters. Individuals working within
a business need to effectively use verbal
communication that employees readily
understands. It is of further 2 types:
i. Oral communication
ii. Written communication
5. Oral communication
• When the parties to communicate, exchange their views & opinions
and order through spoken words either face-to-face or
electronically.
Merits:
a. Saves time.
b. Immediate feedback
c. Convey messages more appropriately
d. Effective tool of management.
Demerits:
a. Sometimes consumes too much time and money.
b. Variation in work done
c. Sometimes may lead to failure.
6. Written
communication
• When the communication is made in the form of reports, circulars,
notes, orders etc. it is known as written communication.
Merits:
a. May be kept as a record.
b. Present as a solid base.
c. It is taken more seriously.
d. Verification can be made.
Demerits:
a. It is time-consuming.
b. Late feedback.
c. Lacks secrecy.
d. No scope to solve problems.
7. II. Non-Verbal communication: It is the modern
from of communication. Also called as
symbolic or gesture communication. It is
generally used in informal capacities. It has
following types:
a. Body language
b. Para language
c. Space language
d. Sign language
8. Body Language
• This may be defined as the outer appearance of a person. This may
further be divided into following types:
1. Facial expressions 3. Gestures
2. Eye- contact 4. Postures
Merits:
a. Most easy visible aspect of communication.
b. Helps the receiver in decoding the message.
c. This complements verbal communication.
d. It adds intensity to the process of communication.
Demerits:
a. It may or may not be taken seriously.
b. This becomes ineffective if the listener is inattentive.
c. Not very effective in large gatherings.
d. People belonging to different cultural background send out different body
signals.
9. Para Language
• ‘Para’ means ‘like’. Hence, ‘paralanguage’ literally means ‘paralinguistic’ is a
systematic study of how speaker verbalizes. It may further be divided into:
1. Pitch variation 3. speaking speed
2. Volume variation 4. use of non-fluencies
Merits:
a. It is very closely allied to language. No oral message is complete without it.
b. It tells quite clearly about the speaker’s educational background.
c. It has an important educational value. A careful listener can learn from an effective
speaker.
d. It gives us clue’s about speaker’s mental state.
Demerits:
a. It is ‘like’ a language. But no language. it cannot be fully relied upon.
b. It may sometimes mislead or misguide.
c. It is difficult to achieve uniformity in oral communication.
10. Space Language
• Intimate space for embracing, touching or whispering
– Close phase – less than 1 to 2 cm
– Far phase – 6 to 18 inches (15 to 46 cm)
• Personal space for interactions among good friends or family
– Close phase – 1.5 to 2.5 feet (46 to 76 cm)
– Far phase – 2.5 to 4 feet (76 to 122 cm)
• Social space for interactions among acquaintances
– Close phase – 4 to 7 feet (1.2 to 2.1 m)
– Far phase – 7 to 12 feet (2.1 to 3.7 m)
• Public space used for public speaking
– Close phase – 12 to 25 feet (3.7 to 7.6 m)
– Far phase – 25 feet (7.6 m) or more.
11. Sign
Language
• Communicating through the set of symbols is called sign language. It is of
following types:
a. Visual signs: those signs/symbols which we can see through eyes. E.g.
engravings, maps, painting, statues etc.
b. Audio signs: those signs/symbols which we can hear and have
immediate impact. E.g. fire alarms, buzzer, sirens, hooters etc.
Advantages:
1. Reflection of mental make-up, intelligence level.
2. Posters are very effective means of advertising.
3. Sound signals are very useful in time management.
4. Sound signals are very quick in conveying the intended message.
Disadvantages:
1. It is not at all easy to draw effective pictures or posters.
2. Sign language is quite likely to be misunderstood.
3. Sign language can be effective in comm. with verbal communication.
12. B. On the basis of
Application:
I. Formal communication: it is the official communication among diff.
employees of an organization due to pre-determined relationship in an
organization in the course of performing their duties and responsibilities.
Also referred to as communication through chain of command. Also
called as directions of communication.
i. Downward Communication iii. Upward communication
ii. Horizontal Communication
Merits:
a. Sound and proper method of communication.
b. It is definite and deliberate.
Demerits:
a. It lacks personal involvement.
b. Information gets delayed.
13. Downward
Communication
• It refers to the flow of communication from a
superior to a subordinate. It is used to issue
orders & instructions to the employee. An
important part of downward communication is
info. About the objectives, policies & programs
of the enterprise.
• superior
• subordinate
14. Upward
Communication
• Refers to the flow of communication from
subordinate to superior. Such
communication enables the management
to know that what is happening
throughout the org.
15. Horizontal Communication
• It implies the ideas exchange and
information among people working out at
the same level of authority. It takes place
mostly through meetings, conference,
manuals, letters, telephones etc.
Subordinate subordinate
16. II. Informal communication: when there is an informal
relationship between sender & receiver, then the
communication happening between them is called
informal communication. E.g. grapevine
Merits:
a. It is fast and flexible.
b. It provides fast feedback.
Demerits:
a. It may give rise to false news & mis-understandings.
b. It is difficult to control.
17. • According to New storm and Keith Davis, “grapevine is
an informal system that arises spontaneously from the
social interaction of the organization”.
• Grapevine is an informal, unofficial, and personal
communication or system that takes place within
the organization as a result of rumor and gossip.
It is of following types:
i. Single-strand chain
ii. Gossip chain
iii. Probability chain
iv. Cluster chain
Grapevine
18. Single strand
chain
The single strand chain involves the
passing of information through a line of
persons to the ultimate recipient. In the
figure, the person A tells B, who tells C,
who tells D, and so on, till the information
has reached most of the persons involved
or concerned.
19. • In the gossip chain, one person seeks
and tells the information to everyone. This
chain is just like the wheel
where one person stays at
the centre and the information
passes along the spokes of
the wheel to others stationed on the rim.
Gossip
Chain
20. Probability Chain
• The probability chain is a random process
in which someone transmits the
information to others in accordance with
the laws of probability and then these
others tell still others in a similar way.
• This chain may also be called random
process.
21. Cluster Chain
• In the cluster chain, a person tells the
information to the selected persons who
may in turn relay (pass) the information to
other selected persons.
• Most of the information communication
follows this chain.
