FORMS OF COMMUNICATION

Communication is divided into external and internal communication. External communications are those
communications which are occurring outside the organization like communication with other companies, with
government, general public etc. Internal communications are those which are inside the organization. Internal
communications are further divided into two parts, formal or official and informal.
 Formal: Formal communication flows along prescribed channels which all members desirous of
communicating with one another are obliged to follow. formal communication is the exchange of messages
regarding the official work of the organization.
 Informal: Along with the formal channel of communication every organization has an equally effective
channel of communication that is the informal channel often called grapevine, because it runs in all
directions—Horizontal, Vertical, Diagonal. It flows around water cooler, down hallways, through lunch
rooms and wherever people get together in groups.

COMMUNICATION

ON THE BASIS OF REGULATION ON THE BASIS OF EXPRESSION

FORMAL INFORMAL VERBAL NON VERBAL

VERTICAL SINGLE CHAIN ORAL BODY LANGUAGE

DOWNWARD UPWARD STAR CHAIN WRITTEN PARALANGUAGE

HORIZONTAL CLUSTER SIGNS & SYMBOLS

PROBABILITY
CONSENSUS

Formal Communication
Formal communication can be defined as goal-oriented, explicitly stated, function- related communication that
flows through the hierarchy, follows prescribed norms, and transcends time and space (Katz & Kahn, 1978;
Lammers & Barbour, 2006; McPhee & Poole, 2000). Formal communication is function related because the
communication is addressed to the organizational function rather than the person occupying the organizational
role. In other words, the individual who occupies the role is not as relevant as the individual’s position in the
organization. For example, organizational members (e.g., managers) send messages to the appropriate
organizational functions (e.g., front-line employees, other managers), which represent different members of the
organization’s hierarchy. Because the messages are sent to the function that individual organizational members
represent, the emphasis on these messages is to the organizational functions (Operations Manager, CEO, HR
Department) rather than the individuals representing those functions
Advantages
1. It passes through line and authority and consequently ensures the maintenance of authority as well as
accountability of the executives’ in-charge.
2. It helps to develop intimate relations between immediate boss and his subordinates.
3. It keeps uniformity in the dissemination of information.
4. It flows systematically and the information is trustworthy.
5. Source of information is known which creates harmony amongst the employees.

Disadvantages
1. Increases the workload of various managers as communication is to be transmitted through them.
2. Widens the communication gap between the executives and employees at the lower level.
3. It is time consuming because it follows the scalar chain of authority. The communication flows from one
authority level to another and it takes too much time.

Downward Communication
When the communication flows from higher level to lower level, it is called downward communication. Order,
individual instructions, policy statements, circulars etc. fall under downward communication.

Benefits
1. Helps to explain to subordinates the organizational plans, policies program and procedures, work
methodology etc. necessary information for performing the job.
2. Helps to convey to the subordinates the expectations of management from them.
3. Acts as a mean to control the activities of the subordinates with active feedback.
4. Provides motivation to the subordinates.

Problems
1. Sometimes the message may be distorted in the transmission from one level to another level.
2. If a particular authority is not present on the time of passing information it may leads to delay in
transmission of the message.
3. Sometimes when the workload is unevenly distributed among the employees it creates over- load or unload
of work which causes dissatisfaction among the employees.

How to make effective

1. Managers should be adequately informed.
2. Managers should be clear about how much to communicate.
3. Some authority should delegate to lower levels to shorten the line of communication.
4. Information should be passed on to the correct person.

Upward Communication
This communication flows the message from subordinates to superiors. It is reverse of the downward
communication or communication flows from lower level to upper level.

Benefits
1. Provides feedback to the superiors.
2. Introduction of new schemes without unduly opposition from the employees.
3. Helps in to promote harmony between the management and the employees.
4. Problems and grievances are redressed.

Problems
1. Employees fear that their criticism may be interpreted as a sign of their personal weakness.
2. Bypassed superiors feel insulted which leads differences between the relationship of the superiors and
employees.
3. Great possibility of message distortion.

Methods/Channels of upward communication

1. Subordinates tell their problem and through discussion find out the solution for a particular problem with the
help of superiors.
2. If employees having any complaint and suggestion about working environment, policy and procedure, peer
group etc., then they write to management without giving identification of themselves and drop into the box.
And the management frequently checks these grip boxes and find out the solution of problem.
3. It is very effective method of upward communication. Organization celebrates their anniversary, arrange
sports meets for their employees, doing some kind of social welfare activities like plantation, providing food
for flood affected areas etc. are the mode of social gathering where superiors and subordinates are at the
same platform and share their emotions, feeling and thought more comfortably.
4. It is just opposite to grip box system. Here, identification of employee is not hidden. Any employee can
write directly to the higher level about the problem which he/she had.
5. It emphasizes in the psychological aspect of human being. A superior act as counsellor and he counsels the
problem facing employees. Counselling does not mean that treating only problem facing employees but also
for the better prospect or how employees do better in their workplace.
How to make effective
1. Superior should take initiative to get close to the subordinate staff.
2. Keeping the line of communication short as much as possible.
3. Timely redress the grievances of the employees.

Horizontal/Lateral Communication
This communication flows between persons at the same hierarchy level either of the same or other department
or division of the organization.

Benefits
1. It develops mutual trust and confidence amongst employees of same level which help in maintaining or
promote understanding between similar position holders of different departments.
2. If employees at similar position communicate to each other for a given task it will create or develop the
feeling of co-ordination among various departments.

Problems
1. Sometimes it creates rivalry among employees of various departments.
2. Proximity shows the liking and disliking of an employee who is near by another in respect of space. Like in
any organization HR department and Marketing department are near to each other than Manufacturing
department. So proximity exists between HR and Marketing department and they favour each other as
compared to Manufacturing department.
3. Biasing shows the liking and disliking of an employee due to religion, caste, family back- ground,
personality etc.

Methods of horizontal communication

1. Face-to-face discussion: When individual communicate directly to another. Face-to-face communication
minimizes the problem of misinterpretation and quick feedback makes the communication more
effectively.
2. Telephonic conversation: When the employees are busy with their work or they are sited far from each
other than telephonic conversation become more relevant against face to face conversation. It saves time
but sometimes congestion or disturbance and any other obstacles create delay and distort the message.
3. Periodical meeting: Periodical meeting means meeting between employees on weekly, monthly, quarterly,
annually basis where all the members are assembled and discuss on pre- determined issues.
4. Memorandum: Memorandum is a written form of communication which transmits between different
departments in the same organisation. It is also called inter office letter.

Consensus
When a number of people irrespective of their status, sit down and confer with one another to arrive at a
decision acceptable to all, it is called consensus. The format of these communications is predetermined and
cannot be altered.

Consensus involves consultation

1. Chief executive takes up the problem and analysis it to understand.
2. Collect additional facts and information.
3. Try to find out various means to solve it.
4. Find alternatives.
5. He contacts the members individually or invites them to a meeting.
6. Problem is spelled out to the members.
7. To carefully listen all members view.
8. Arrived at solution.

Advantages
1. Decisions are taken after consultation among various members; they find it easy to accept them.
2. It promotes harmony among the members of the group. If any conflict and split exits between members it
will be carefully find out and try to solve it.

Disadvantages
1. Member is forced to subscribe to a view he doesn’t hold.
2. Sometimes it may project the false image of management because members think that management may not
be able to handle their problem efficiently.
Grapevine/Informal Communication
Factor responsible for the grapevine phenomenon
1. Feeling of certainty or lack of direction when the organization is passing through a difficult period.
2. Feeling of inadequacy or lack of self-confidence on the part of employee, leading to the formation of gaps.
3. Formation of a clique or favoured group by the managers, giving other employees a feeling of insecurity or
isolation.

Forms of grapevine communication

1. Single chain: In this type of chain ‘A’ tells something to ‘B’ who tells it to ‘C’ and so on it goes down the
line. This type of communication flows from one person to another person through single chain or
communication flows one by one. When ‘A’ tells something to ‘B’ who tells it to ‘C’ and so on. One
interesting fact comes out from this type of communication that when one person passes certain
information to other and they treat the message as confidential or secret which further communicated by
another with same feeling of confidentiality and secrecy.

Single Chain
2. Star chain: In this type of chain person speaks out and tells everyone the information he/ she has obtained.
This chain is often used when information or a message regarding an interesting but non job related nature
is being conveyed. Sometimes it also called gossip chain.

Star Chain
3. Cluster chain: In this type of chain ‘A’ tells something to a few selected individuals who again inform a
few selected individuals. And the information flows in similar manner to other individual.
 Cluster
Chain

4. Probability chain: The probability chain is a random process in which a transmission of the information to
other in accordance with the laws of probability and then these tell still others in a similar manner. The
chain may also be called random.

Probability Chain

Merits
1. Under grapevine message travel or transmitted faster than any other form of communication because group
formation is based on individual’s own liking and disliking.
2. It supports other channels of communication.
3. Feedbacks are quick to derive out from this type of communication.
4. When an individual communicates with other individual through grapevine it will develop the cohesiveness
and maintain or promote harmony between members of group.
5. By using grapevine communication, employees feel emotional relief. Because they can communicate with
other without the feeling of inadequacy and without threat of higher authority.

Demerits
1. There is a great possibility of distortion of message between members of group.
2. Transmission of message depends upon willingness of sender and what method they used in grapevine
which causes sometimes transmission of incomplete information.

How to make effective

1. The managers should try to spot the leaders. So the harmful rumours do not reach the employees.
2. Involve the workers in the decision making process.
 3. The management should immediately use the official channels to contradict the rumours.

Verbal Communication
Verbal communication is when we communicate our message verbally to whoever is receiving the message. It
is of two types oral and written which have their own advantages and disadvantages.

Oral communication: Oral communication is the communication where the message or information exchanges
by spoken words. It can be done by both face to face and also through mechanical devices. The verbal
communication is a type of oral communication when in a message is transmitted through the word spoken.

In oral or verbal communications, information is given directly, either through face-to- face or through
telephone, mobile phones or office intercom. Meetings, lectures, seminar, conferences, interviews are example
of verbal communication. There are some points for the oral communication which can be summed up as
follows:
 Saves time and money
 Provides personal touch
 Tends to be more effective as the feedback can be received immediately
 Doubts can be clarified on the spot
 Chances of understanding are better
 Provides greater flexibility

Seven Cs of Oral Communication

According to Francis J. Bergin, a person engaged in oral communication must remember seven Cs. And these
are as follows:
1. Clear: An oral communication become effective when the message is clear for the audience or receiver as
the sender wants to convey. Oral messages are often misunderstood because the speaker does not talk
distinctly. So, for this purpose clear pronunciation is very much required. To minimize this kind of problem
a speaker tries to work out on different, lengthy and unusual words for clear pronunciation.
2. Concise: Many people enjoy while talking and sometimes oral communication suffers from the problem of
over communication. But when the speaker keeps on talking for long, his/her message will be distracted.
So it will be advisable to speakers to try to keep the message as brief as possible without changing the real
message.
3. Complete: Like written communication in oral communication also, completeness required. While
communicating with other makes it sure that you have paid attention on below questions. Checking for the
five w’s questions.
 Who
 What
 When
 Where
 Why
4. Correct: In oral communication correctness means the source of information or from where you get
information is right or trustworthy source. Because if your source of information is correct than the others
generate faith on the speakers and listen them carefully.
5. Concrete: For making oral communication effectively speakers should use specific fact and ideas and also
avoid exaggerating of any information. They try to choose appropriate words which are not affecting a
particular individual, society, culture or nation.
6. Courtesy: Courtesy involves you-attitude. Use polite words for oral communication. Tries to avoid
irritating expression, sincerely apologies for any mistake, do not use any discriminatory expressions which
are related to individual people, race, ethics, origin, physical appearance etc.
7. Candid: When the speaker chooses the candid approaches, its mean that their message should be straight,
open, frank, outspoken. But not hurting particular individual.

Disadvantages of Oral Communication

 Oral communication suffers from some inherent limitations.
 It is not always feasible (as in the case of long distances and sometime beyond the network services).
 Not appropriate for lengthy or complicated conversation.
 Not suitable for keeping records
 It has no legal validity and hence lead to problems in certain situations.
 May have chances of misunderstanding.

Written communication: Written communication is the communication where the message or information
exchanges by written words. Letter, telegraph, fax, e-mail are examples of written communication. Written
communication guarantees that everyone concerned has the same information. It provides a long-lasting record
of communication for future. Written instructions are essential when the action called for is crucial and
complex. To be effectual, written communication should be understandable, brief, truthful and comprehensive.
It is a formal method of communicating. It can provide more information to the receiver that what is not
possible in oral communication. Oral communications may take the forms of reports, circular, memos, note,
manual etc. writing is more reliable than speech.

Seven Cs of Written Communication

7 Cs of Written Communication
1. Clarity: Clarity of thought: It comes from a careful consideration of the objective, content and medium of
communication.
Clarity of Expression:
i. Use simple word, easy to understand words:
Avoid them Use them
Compensate Pay
Facilitate Help
Utilize Use

ii. Use Single words for long phrases:

Long Phrases Single Words
At all times Always
For the purpose of For
Previous to Before
On account of Because

iii. Use verbs for nouns (its brings about simplicity and clarity):
Using Nouns Using Verbs
(Difficult) (Simple)
Come to a conclusion Conclude
 Make a decision Decide
Submit a proposal Propose
Take into consideration Consider

iv. Avoid double entry

Double entry Simple
Actual fact Fact
End result Result
Period of one week One week
Previous experience Experience

v. Avoid ambiguity: If your message can mean more than one ambiguous. Faulty punctuation causes the
ambiguity.
Go. slow work in progress
Go slow. work in progress
vi. Use short sentences: Use one sentence to express only one idea. If a sentence runs beyond 30 words, it is
better to break it up into two sentences.

2. Completeness
While answering a letter or in communication with others, make it sure that you have answered the all question.
Checking for the five w’s questions.
 Who?
 What?
 When?
 Where?
 Why?

3. Conciseness
 Include only relevant facts
 Avoid repetition
 Organize your message well.

4. Consideration
 Adopt the you-attitude
We-attitude You-attitude
 I want to express my Thank you for
Sincere thanks for Your kind words.

 Avoid gender bias

Avoid Use
Chairman Chair person
Policeman Police Sir/Madam

5. Courtesy
In business we must create friendliness with all those to whom we write. Friendliness is inseparable from
courtesy.
 Answer the letters promptly.
 Omit irritating expressions.
(You neglected, you irresponsible, you are unaware).
 Apologize sincerely for an omission/thank enormously for a favour.

6. Correctness
 Give correct facts.
 Send your message at the correct time.
 Send your message in the correct style.

7. Concreteness
 Always use specific fact and figures.
 Message should be definite and vivid.
 Avoid exaggeration.

Advantages of written communication

 Suitable for lengthy matters.
 At times it might be the only available form of communication (as in long distance transactions).
 Can be maintained as a permanent record for later references.

Disadvantages of written communication

 Time consuming and sometimes costly.
 Has a greater chance of misinterpretation and misunderstanding?
  Difficult to maintain secrecy.
 Suffer from lack of flexibility.

Non-verbal communication
Non-verbal communication is usually understood as the process of communication through sending and
receiving wordless messages. Such messages can be communicated through gesture; body language or posture;
facial expression and eye contact; object communication such as clothing, hair styles or even architecture;
symbols and infographics. Speech may also contain non-verbal elements known as paralanguage, including
voice quality, emotion and speaking style, as well as prosodic features such as rhythm, intonation and stress.
Likewise, written texts have non-verbal elements such as handwriting style, spatial arrangement of words, or the
use of emotions.

It refers to the clues we send to others all the time regarding our feelings and emotions, either knowingly or
unknowingly through our facial expressions, gestures and body postures, emphasis and intonations on some
words, and the physical distance between the sender and receiver.

Advantages
 The message of non-verbal communication reaches very fast and reduces the waste of time.
 Non-verbal cues of communication like sign and symbols can be communicated quickly than written or
oral messages.
 Helps illiterates people.

Disadvantages
 Non-verbal communication is vague because words or languages are not used.
 Long conversation and necessary explanation are not possible.
 It cannot be used at public tool for communication.
 In some cases, it involves huge cost. e.g. neon sign, power point presentation etc. are very much costly
compared to the other forms of communication.

Choice of Means and Mode of Communication

Choosing the right means and mode of communication plays a vital role in the effectiveness of the message
being communicated and such choice depends on various factors such as:
 i. Organisation Size and Policy: If the organisation is small, probably more communication will be oral,
than in larger organizations where it may be in writing. The policy for communication also would play a
major part in influencing one’s choice of mode of communication.
ii. Cost Factor: The main point to be considered here would be to evaluate whether the cost involved in
sending the message would be commensurate with the results expected.
iii. Nature of Message: Whether the message is confidential in nature, urgent or important etc., and whether
a matter would require hand-delivery or be sent by registered post etc. also influences the choice of mode
and means of communication.
iv. Distance Involved: Where the message is to be sent is also another vital factor which could influence the
choice of means and modes of communication. For example, if a letter is to be sent to a partner in a joint
venture in Japan and it is urgent, you would not think of sending someone to personally deliver it.
v. Resources: The resources available to both the sender and receiver would also influence your choice.
You can only send a fax if the other person/organisation has a fax machine.
Therefore, we can see that the choice of a particular mode and means of communication will depend on a case
to case basis and is influenced by various factors.