Lecture No. 2 of Communication

 Flow of Communication
Introduction
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 Internal 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

　

i) Internal Communication

The formal Communication Network
• The formal flow of information follows the official chain of command.

Following is the table to help us understand this official chain of command.

Direction of Flow Within the Organization

Upwards communication by employees to top management

Downwards communication by top management to employees

Horizontal communication from one employee/dept to another

Downward Flow

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.
Flow of External Communication

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

 

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. Any of these forms is used to communicate externally. It depends on the needs of the communication.
Effective communication internally and externally can help create a good reputation and have a positive impact on the ultimate success of the individual as well as organization.