TYPES OF COMMUNICATION

Media of Communication
Merits and Demerits
PRAGYA JAYASWAL
 Written Communication
MERITS
• Accurate
• Precise
• Permanent record
• Legal document
• Can reach a large population
• Formal
• Suitable for complex information and
statistical data
 Written Communication
DEMERITS
• Time consuming
• Expensive in terms of time
• Quick clarification not possible
• Literate skill required both side
• Risk of leakage
 Oral Communication
MERITS
• Saves time
• Saves money
• Immediate feedback
• Immediate clarification
• More effective with groups
 Oral Communication
DEMERITS
• Not possible for distant people in absence of
devices
• Unsuitable for lengthy and complex messages
• No legal validity
• Greater chances of misunderstandings
• No fixed responsibility in case of
misunderstandings
 Face-to-face Communication
MERITS
• Expressions and gestures make
communication effective
• Very suitable for discussions
 Face-to-face Communication
DEMERITS
• Unsuitable for large organizations
• Ineffective if the listener is inattentive
 NON-VERBAL COMMUNICATION
• Sign Language
• Kinesics or Body Language
• Para Language
• Proxemics or Space
• Chronemics or Time
• Surroundings
• Artifactual communication
• Tactilics/Haptics or Touch
• Silence
 Indicators of Non-verbal Communication:
Positive:
(i) Smile
(ii) Open posture
(iii) Interested expression
(iv) Moderate eye contact
(v) Accurate pitch and volume of voice
Negative – Submissive:
(i) Floundering voice
(ii) Defensive arms / legs
(iii) Slow speech
(iv) Fretting expressions
(v) Deceitful looks
Negative – Aggressive:
(i) Harsh voice
(ii) Wagging finger
(iii) Fast speech
(iv) Supercilious expressions
(v) Immoderate eye contact
 Kinesics Body Language
• Head
• Face
• Eyes
• Gestures
• Body posture
PRAGYA JAYASWAL
 Para Language
• Word Stress
• Voice
– Speaking Speed
– Pitch Variation
– Volume Variation
– Pauses
– Tone
• Voice:
• Voice is the first signal that we receive or use. A good listener can gauge a lot from the
voice itself. There are various categories of voices. A voice can be sweet, soft, musical,
cultivated, pleasant, nasty, clear or indistinct, among other things. The voice can help
reveal a speaker’s background, mental state, education, sex and temperament.
• Intonation:
• Intonation is the modulation of the voice and the shift in stress. Intonation is a part of
effective communication. For example, a message with serious content should not be
delivered in a high tone, but in a somber tone.
• Pitch:
• Pitch is the vocal slant of the voice. It is very important because it reveals the speaker’s
frame of mind. An unusually high pitch may reflect agitation. An unchanging pitch
maybe boring or monotonous, decreasing the listener’s span of attention.
• The pitch may also help us understand the speaker’s social position. A person in a
position of authority uses a higher pitch than a subordinate. The flaring of tempers
usually results in a change in the pitch.
• Pause:
• A pause emphasizes a message. A pause is to speech what a comma is to prose. A pause
at the wrong place may lead to miscommunication. For example, the difference
between ‘fruit trees’ and ‘fruit, trees’ is vast.
• Volume variation:
• The speaker should adjust the volume of his voice depending on the
size of the audience. Larger the audience, the louder the voice should
be. Volume variation makes the speech effective. Sometimes changing
from loud to soft and from soft to loud have the desired effect.
• Mixed signals:
• Mixed signals occur when the tone, pitch and facial expressions of the
speaker do not match the words that he is speaking. This confuses the
listener as to the exact motive of the speaker.
• For example, an individual may congratulate another, but his tone
may be cold. In this case, the listener will not be sure whether the
speaker is really happy or is merely fulfilling a formality. Praise
delivered in a sarcastic tone conveys mockery.
• Proper word stress:
• Communication can be made more effective by putting proper
emphasis or stress on the right words.
 “ Oh”
• Say the word ‘Oh’ differently:
1. Shock
2. Surprise
3. Displeasure
4. Questioning
5. Doubt
This is why it is so important to pay
close attention not only to what is
being said, but how something is
being said, because this is where the
true meaning of the communication
can be found.
 Proxemics Space
• Intimate space:
• Most body movements take place within 18 inches around us. It is our most intimate circle of
space. Only very close people or family members can enter this space, be it through a
whisper, a pat on the back or a handshake. It means that the less the space between the two
persons communicating, the more intimate is the nature of communication.
• Personal space:
• Personal space extends from 18 inches to four feet where we have normal conversation with
friends, colleagues and associates. It is used in informal talks and impromptu discussions in
which one may not be averse to taking important decisions.
• Social Space:
• This can be anywhere between four feet and 12 feet. It reflects a formality of relationship. It
also reflects a lack of spontaneous behaviour. An individual’s responses are more collected
and well thought-out. Social space reflects reason, planning and control, usually associated
with business communication within a formal relationship.
• Public Space:
• This starts from a distance of 12 feet. One has to raise one’s voice to be heard. There is a lack
of personal feelings and an added sense of detachment.
Chronemics Time
 Surroundings
• How you organize the surroundings also
contributes to the communication. The room
where you meet your visitors may be dazzling
or simple. It may be gaudy or sober. The decor
of the place, the furniture, and the artistic
pieces that adorn your office, tell about
yourself and your taste.
 Artifactual communication
• Clothes
• Hairstyle
• Perfume
• Accesories
Tactilics/Haptics Touch
 Silent Messages
• Many times when we think we are not
communicating we are actually sending a very strong
message.
• These are the “silent” messages that sometimes get
inadvertently sent to others.
• Often when we say “nothing” we are actually saying
a lot.
• Being silent and not saying anything may actually be
sending a strong message to others.
 Silent Messages
• This is particularly true for supervisors, managers, or
anyone in a position of authority.
• For example, if you see inappropriate or
unproductive behaviors by employees and don’t say
or do anything to correct the situation, you are
actually saying a great deal. Your lack of
communications could be misinterpreted as
condoning these behaviors. This may be completely
opposite of your intent.
 Downward Communication
• MERITS • DEMERITS
• Give specific directions • Under communication
to subordinates or over communication
• Coordinate the • In case of long line of
functioning of different communication there
departments can be:
• Motivate employees – Delay
• To educate them about – Loss of information
rules – No feedback
– distortion
 How to make Downward Communication
effective?
• Plan your message
• Every manager should keep himself fully
informed of the policies.
• Decentralisation makes the communication
line short.
• Keep it simple for subordinates to understand.
 Upward Communication
• MERITS • DEMERITS
• providing feedback to • Fear of adverse reaction
the superiors • Fear of insult
• Reporting to the seniors • Awe of authority
• Seeking help • Improper channel if
• Problem solving employees straight
• Giving suggestions away approach top
authorities
 How to make Upward Communication
effective?
• Open door policy for managers
• Suggestion schemes
• Empathetic listening
• Grievance procedure
• Periodical meetings
Horizontal/Lateral Communication
• MERITS • DEMERITS
• job coordination helps • Rivalry among
• decision making individuals
• problem solving • Interdepartmental
• resolving conflicts rivalry
• sharing of ideas • Lack of
authoritativeness
because of same rank
 Diagonal Communication
Communication between individuals at different levels

• MERITS • DEMERITS
• Quick feedback • Can cause chaos
• Better coordination • Resistance
• Faster problem solving • Violation of unity of
• Less distortion command

In diagonal communication, communication is

between people who are neither in the same work
unit nor in the same level of organization.
 FORMAL COMMUNICATION
MERITS DEMERITS
• Maintenance of Authority • Overload of Work
of the Officers • Authoritarian attitude
• Clear and Effective • Inflexibility
Communication
• Orderly Flow of
Information
• Easy Knowledge of
Source of Information
• Free from mistakes
 Formal Communication Network
1) Chain Communication:
• Chain communication refers to the communication between a
superior and a subordinate. All the people in an organisation from
top to bottom are linked with the help of a scalar chain as has
been shown in diagram (1). A is placed at the highest rank, B is a
subordinate of A, C is the subordinate of B, D is the subordinate
of C and E is the subordinate of D.
(2) Wheel Communication:
• In this form of communication, all the subordinates of a superior
talk to one another through his medium. The superior works as a
hub of a wheel. In the diagram (2), A is the superior and B, C, D
and E are the subordinates. All the four subordinates
communicate through the medium of A.
 Formal Communication Network
(3) Circular Communication:
• This communication takes place among the members of a group. Every
member of a group can communicate with the nearest two members. In the
diagram (3), A can have communication with B and E. Similarly, B can
have communication with A and C. The same applies to all the members of
the group. In this case the communication moves at a slow speed.

(4) Free Flow Communication:

• This form of communication also takes place among the different members
of the group. Its special feature is that every member of the group can talk
to all the other people in the group.
• This has been clarified in diagram (4). A can talk directly to B, C, D, E. In
the same way B can talk directly to A, C, D, and E. The same applies to all
the members of the group. In this case, the communication moves at a
rapid pace.
 Formal Communication Network

(5) Inverted ‘V’ Communication:

• In this form of communication, a subordinate is
permitted to communicate with the boss of his
boss. In this form of communication the messages
move at a rapid speed, In the diagram (5), C and D
are the subordinate of B who, in turn, is a
subordinate of A. Here C and D can talk directly
to A who happens to be the boss of B.
INFORMAL COMMUNICATION
• Formation through Social Relations
• Two types of Information (both personal and work)
• Uncertain Path
• Possibility of Rumour and Distortion
• Quick Relay
 Informal: Grapevine
• MERITS • DEMERITS
• Emotional relief • Distortion of
• Harmony in the information
organization • Confusion
• Fast channel • Misunderstandings
• Provides feedback • Incomplete information
• Better Human Relations
• Easy Solution of the
Difficult Problems
Informal: Grapevine
Single Strand Chain:
• In this type of grapevine communication the
information passes through a number of
persons like a chain.
• It is generally a long chain. The longer the
chain the greater is the possibility of distortion
of the information.
Gossip Chain:
• In Gossip Chain one person actively conveys information to
other persons around him. A circle or wheel-like figure is
formed in this communication.
• Gossip Chain is generally used when information to be
communicated is non-job oriented in nature.
Probability Chain:
• It is a random process in which information may move from one
person to any other person or persons according to law of
probability. Naturally, in this type of communication, some
people of the organisation will be informed and some others will
remain outside the arena of the communication.
Cluster Chain:
• Cluster chain is mostly used and the dominant pattern of
grapevine communication. In this type one person tells something
to some selected trust worthy persons. Some of these persons may
inform a few selected other individuals. Here in the picture, A tells
some selected and trustworthy persons, B, C and D. C again relays
it to his selected persons, G, H and I. D tells J, a person of his
choice. E and F remain outside The cluster.