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FLOW OF COMMUNICATION:Internal Communication, External Communication

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Lesson 2
FLOW OF COMMUNICATION
·
An organization is a group of people associated for business, political, professional, religious, social,
or other purposes. Its activities require human beings to interact and react, that is, to communicate.
They exchange information, ideas, plans, order needed supplies and make decisions, rules,
proposals, contracts, and agreements. All these activities require one skill, that is communication.
So we can say that communication is the "Lifeline" of every organization
·
An exchange of information within an organization is called internal communication. It takes place
at different levels -- downwards, upwards and horizontal
·
To exchange information within and outside the organization we use a variety of formal and
informal forms of communication that carry the flow of information.
Flow of Communication
Formal
Planned communication
Memo, letter, report, e-mail & faxes that follow
company's chain of command
Internal Communication
Casual Communication among employees
e-mail face to face conversation
phone calls, discussions
Informal
Internal Communication
The formal Communication Network
·  The formal flow of information follows the official chain of command.
President
VP
VP
VP
VP
VP
Finance
Production
Sales
Human
Marketing
Resources
Sales
Sales
Sales
Sales
Manager
Manager
Manager
Manager
Midwest
East
International
West
District
District
District
1
2
3
Manager
Manager
Manager
Sales
Sales
Sales
Sales
Sales
Rep
Rep
Rep
Rep
Rep
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Direction of flow within the organization
Downward Flow
·  Organizational
decisions are made at
top level and then flow
down to the people
who carry them. When
employees receive
appropriate downward
communication from
the management, they
become motivated and more efficient. They need clear job directions, safety rules, facts about
organizational strategy, products, and viewpoints on important controversial issues. They are
concerned about their benefits such as health care, promotions, pensions, training, etc.
Upward Flow
·  To solve problems and make intelligent decision manager need what is going on in the
organization. Upward internal communication is also very important. Many executives want
comments from employees in addition to the usual periodic reports. Successful managers listen
closely to opinions, complaints, problems, and suggestions, especially when these are clearly put
forward. They want to know about problem, emerging trends.
Horizontal Flow
·  Horizontal flow takes place between peers in organizations in order to solve problems, perform job
duties, prepare for meetings, and cooperate on important projects. So you can imagine that people
spend time on listening to and making requests, writing notes and memos, and discussing and
writing about projects. And they do it through communication.
Informal Internal Communication
·  Every organization has an informal communication network ­ a grapevine ­ that supplements
official channel. It is important source of information. It is casual conversation of an organization.
External Communication
·  Communication that takes place outside the organization is called external communication. The
right letter, proposal, report, telephone call, or personal conversation can win back an angry
customer, create a desire for a firm's product or services, encourage collections, motivate
performance, and in general, create goodwill.
Formal
Planned communication with outsides
Memo, letter, report
e-mail, Fax's that follow company's chain of command
External Communication
Casual Communication among Customers,
suppliers, investors, e-mail face to face conversation
phone calls, discussions
Informal
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Various Aspects of External Communication
Informal External Communication
·
Although external communication is formal, informal contacts with outsiders are important for
learning customer's needs. Plenty of high level manager recognize the value of keeping in touch
with "the real world by creating opportunities to talk with and get feedback from customers and
frontline companies.
Ways of External Communication
·  Letters, pamphlets, annual reports, interviews with the news media, etc.
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Table of Contents:
  1. COMMUNICATION:Definition of Communication, Communication & Global Market
  2. FLOW OF COMMUNICATION:Internal Communication, External Communication
  3. THEORIES OF COMMUNICATION:Electronic Theory, Rhetorical Theory
  4. THE PROCESS OF COMMUNICATION & MISCOMMUNICATION:Message
  5. BARRIERS IN EFFECTIVE COMMUNICATION /COMMUNICATION FALLOFF
  6. NON- VERBAL COMMUNICATION:Analysing Nonverbal Communication
  7. NON- VERBAL COMMUNICATION:Environmental Factors
  8. TRAITS OF GOOD COMMUNICATORS:Careful Creation of the Message
  9. PRINCIPLES OF BUSINESS COMMUNICATION:Clarity
  10. CORRECTNESS:Conciseness, Conciseness Checklist, Correct words
  11. CONSIDERATION:Completeness
  12. INTERCULTURAL COMMUNICATION
  13. INTERCULTURAL COMMUNICATION:Education, Law and Regulations, Economics
  14. INDIVIDUAL CULTURAL VARIABLES:Acceptable Dress, Manners
  15. PROCESS OF PREPARING EFFECTIVE BUSINESS MESSAGES
  16. Composing the Messages:THE APPEARANCE AND DESIGN OF BUSINESS MESSAGES
  17. THE APPEARANCE AND DESIGN OF BUSINESS MESSAGES:Punctuation Styles
  18. COMMUNICATING THROUGH TECHNOLOGY:Email Etiquette, Electronic Media
  19. BASIC ORGANIZATIONAL PLANS:Writing Goodwill Letters
  20. LETTER WRITING:Direct Requests, Inquiries and General Requests
  21. LETTER WRITING:Replies to Inquiries, Model Letters
  22. LETTER WRITING:Placing Orders, Give the Information in a Clear Format
  23. LETTER WRITING:Claim and Adjustment Requests, Warm, Courteous Close
  24. LETTER WRITING:When The Buyer Is At Fault, Writing Credit Letters
  25. LETTER WRITING:Collection Letters, Collection Letter Series
  26. LETTER WRITING:Sales Letters, Know your Buyer, Prepare a List of Buyers
  27. MEMORANDUM & CIRCULAR:Purpose of Memo, Tone of Memorandums
  28. MINUTES OF THE MEETING:Committee Members’ Roles, Producing the Minutes
  29. BUSINESS REPORTS:A Model Report, Definition, Purpose of report
  30. BUSINESS REPORTS:Main Features of the Report, INTRODUCTION
  31. BUSINESS REPORTS:Prefatory Parts, Place of Title Page Items
  32. MARKET REPORTS:Classification of Markets, Wholesale Market
  33. JOB SEARCH AND EMPLOYMENT:Planning Your Career
  34. RESUME WRITING:The Chronological Resume, The Combination Resume
  35. RESUME & APPLICATION LETTER:Personal Details, Two Types of Job Letters
  36. JOB INQUIRY LETTER AND INTERVIEW:Understanding the Interview Process
  37. PROCESS OF PREPARING THE INTERVIEW:Planning for a Successful Interview
  38. ORAL PRESENTATION:Planning Oral Presentation, To Motivate
  39. ORAL PRESENTATION:Overcoming anxiety, Body Language
  40. LANGUAGE PRACTICE AND NEGOTIATION SKILLS:Psychological barriers
  41. NEGOTIATION AND LISTENING:Gather information that helps you
  42. THESIS WRITING AND PRESENTATION:Write down your ideas
  43. THESIS WRITING AND PRESENTATION:Sections of a Thesis (Format)
  44. RESEARCH METHODOLOGY:Studies Primarily Qualitative in Nature
  45. RESEARCH METHODOLOGY:Basic Rules, Basic Form, Basic Format for Books