1. Communication Networks

2. Types of Communication Networks  Organization is a composite of people  There are two types of Communication network: 1) Internal (formal and informal) 2) External

3. Channels of communication Vertical Message distortion avoided if not many people are involved Message distortion avoided if not many people are involved Efforts for one to one communication within a department can form a close link Efforts for one to one communication within a department can form a close link Upward and downward flow of message, not possible for direct interface especially when number of people are high. Upward and downward flow of message, not possible for direct interface especially when number of people are high.

4. Horizontal Communication with colleagues and peers, Most effective as peers are not hindered by chain of command Communication with colleagues and peers, Most effective as peers are not hindered by chain of command Communication depends on interdependence of department Communication depends on interdependence of department No progression without lateral communication, cooperation and coordination No progression without lateral communication, cooperation and coordination Duplication of work Duplication of work Employee relations may be spoiled Employee relations may be spoiled Channels of communication

5. Diagonal No definite path of information flow No definite path of information flow Hierarchal findings are minimum Hierarchal findings are minimum Better ties between employees Better ties between employees Gossip and rumor (spreading through informal conversation) Gossip and rumor (spreading through informal conversation) No one takes responsibility of information flow No one takes responsibility of information flow Channels of communication

6. External Communication In order to survive the competitive environment it’s important to adopt external communication In order to survive the competitive environment it’s important to adopt external communication The image of the company depends on the ways of external communication The image of the company depends on the ways of external communication Advertising Advertising Media Interaction Media Interaction Public Relations Public Relations Presentations Presentations Negotiations Negotiations Mails Mails Telegrams Telegrams Letters Letters

7. Difference Between External and Internal Communication Different personalities, background, disciplines, different expectations. Different personalities, background, disciplines, different expectations. A lot at stake to protect the company's image A lot at stake to protect the company's image More relaxed More relaxed

8. Oral communication 1)Words 2)Articulation Types of Communication Non-verbal 1)Body language 2)Signs and Symbols 3)Territorial zone 4)Object language Written 1)Reports 2)Illustrations 3)Memos 4)Telegrams 5)Fax 6)Emails

9. Difference Between Oral and Written Oral  Interactive  Fluid /no limits (if senders goal is not met changes his strategy)  Basic issues  Pen down ideas so they are brief  Conducted at any place  Not much impact  Instant feedback Written  Delayed interaction  Medium is frozen  Complex issues sorted out  Longer time frame  Cost is high  Greater impact  Prolonged feedback

10. Types of Non-Verbal Communication Paralanguage (How to say it) Kinesics (Body movement) Proxemics (Space)

11. Paralanguage Language deals with what is said Paralanguage deals with how it is said I want you to read it.

12. Paralanguage Paralanguage voice qualities include: Rate Volume Rhythm Pitch

13. Cont’d Rate: – An increased rate indicates Anger Impatience Anxiety – A decreased rate indicates Thoughtfulness Reflective attitude Boredom

14. Kinesics Eye contact Gesture Posture Movement – Side to side – Forward and backwards – Vertical

15. Proxemics Intimate distance (18 inches) Personal distance (four feet) Social distance (eight feet) Public distance (12 feet and above)

16. Effective communication- 7C’s Credibility: if sender establishes credibility, the receiver has no problem in accepting it. (long time to build honesty and trust) Credibility: if sender establishes credibility, the receiver has no problem in accepting it. (long time to build honesty and trust) Courtesy: diplomacy and appreciation should be expressed in messages. (“I” attitude discarded and “you” implied) Courtesy: diplomacy and appreciation should be expressed in messages. (“I” attitude discarded and “you” implied) Clarity: clear mind, thoughts, simple language, and easy sentences. Clarity: clear mind, thoughts, simple language, and easy sentences.

17. 7C’s Correctness: level of knowledge and educational background of the receiver should be kept in mind; nondiscriminatory terms should be used Correctness: level of knowledge and educational background of the receiver should be kept in mind; nondiscriminatory terms should be used Consistency: not too many ups and downs that lead to confusion Consistency: not too many ups and downs that lead to confusion Concreteness: concrete and specific expressions preferred Concreteness: concrete and specific expressions preferred Conciseness: avoid weighty language, excessive information Conciseness: avoid weighty language, excessive information

18. Credibility: trust Credibility: trust Courtesy: improves relationships Courtesy: improves relationships Clarity: makes comprehension easier Clarity: makes comprehension easier Consistency: introduces stability Consistency: introduces stability Concreteness: reinforces confidence Concreteness: reinforces confidence Conciseness: saves time Conciseness: saves time

19. 4 S’s 4 S’s Shortness: economizes, msg should be brief so it is communicate faster. Flooding high sounding words does not create an impact Shortness: economizes, msg should be brief so it is communicate faster. Flooding high sounding words does not create an impact Simplicity: Impresses, reveals a clarity in the thinking Simplicity: Impresses, reveals a clarity in the thinking Strength: Convinces, if sender believes in the message he is bound to convince. Strength: Convinces, if sender believes in the message he is bound to convince. Sincerity: Appeals, if sender is genuine it will be expressed in the way he communicates. Sincerity: Appeals, if sender is genuine it will be expressed in the way he communicates.

20. Cont’d You’ve got to believe it in time to keep them from hanging me. Every night you ask me how it happened. But I don’t know! I don’t know! I can’t remember. There is no other answer. You’ve asked me that question a thousand times. Oh God, stop them….quick… before it’s too late.