KAS 301

Technical Communication
Unit 01 : Part C

• The flow of Communication: Downward;

Upward, Lateral or Horizontal; Diagonal or
Crosswise
• Barriers to Communication.
 FLOW OF
COMMUNICATION
 Upward Communication
• Flow Of Information From Lower To Higher
Levels Of An Organization
• From Employees To Management
• From Subordinates To Superiors
Upward Communication Often Comes In
Response To Downwardly Communicated
Requests For Information, Opinions, Or Actions.
The Channel Used to share Upward
Communication (Example: Face-to-face, Over
the Telephone, Writing) can influence its
effectiveness
Upward communication can be an important
source of information that informs
managements decision-making
• Some channels: employee surveys,
suggestion boxes, proposing ideas ,
voice complaints
• Types of messages: performance on
job, job related problems, fellow
employees and their problems,
subordinate perceptions of
organizational policies and practices,
task and procedures
ADVANTAGES OF UPWARD
COMMUNICATION
 DISADVANTAGES OF
UPWARD COMMUNICATION
 Downward Communication

• Flow of information from higher to lower

Levels of an organization
• From management to employees
• From superiors to subordinates
 Downward Communication
Traditionally, the emphasis in business
organizations has been on downward
communication. This is because of the
hierarchical nature of organizations where all
communication basically and naturally flows
from top to bottom. It is the communication
that comes from superiors and flows down to
the subordinates.
 Objectives:

To Give Instructions Assign Goals

To Provide Information About Policies And

Procedures

To Give Feedback About Performance

For Indoctrinating Or Motivation

Effective downward communication is crucial
to an organization's success
Creating concise communications and
maintaining a respectful tone help ensure
effective downward communication; making
sure that employees clearly understand the
information is also crucial
Differences in experience, knowledge, levels
of authority, and status can lead to
misunderstandings and misinterpretations
Example : Memo , Notices, Newsletters, E-mail
Messages, Letters, Handbooks, Policy
Statements, Procedures
ADVANTAGES OF DOWNWARD
COMMUNICATION
 DISADVANTAGES OF
DOWNWARD COMMUNICATION
 Lateral or Horizontal Communication
• This kind of communication takes place between departments or people on the same level in an

organizational structure. It is one of the most frequently used channels of communication.

• Face-to-face discussions, telephonic talks, periodical meetings, memos, etc. are the ways of carrying

out this type of communication. It is very important for the smooth functioning of every

organisation as it promotes understanding and coordination between various departments.

Embarrassing situations can arise when there is a lack of proper horizontal communication.

• For example, the production and the marketing departments must interact with each other because

marketing tactics and production planning go hand-in-hand.

 Objectives

(i) To create a friendly atmosphere

in an organisation
(ii) To cut across departmental
barriers
(iii) To ensure quick feedback
 DIAGONAL OR CROSSWISE
COMMUNICATION
Diagonal or crosswise communication envisages a
horizontal flow of information as well as interaction
across different levels of an organization’s hierarchy.
Communication flows across different levels in an
organisation among people who may not have direct
reporting relationships. Diagonal communication is
used to speed up the flow of information.
It makes effective efforts for achieving organizational
goals. A great deal of communication does not follow
the organizational hierarchy, but cuts across
well-drawn lines. Channels of such communication are
general notices, informal meetings, formal
conferences, lunch hour meetings, etc.
 Objectives
(i) To help in proper coordination
(ii) To communicate effectively whether
laterally,
horizontally and diagonally
(iii) To improve mutual understanding
(iv) To boost the morale of lower level staff
through interaction across all the levels in the
organisation
 Comparison b/w Downward & Upward
Basic comparison Downward communication Upward communication

Direction Downward communication Upward communication flows

flows from higher to bottom form bottom to higher levels
level.

Speed Its speed is fast, empowered Its speed is slow.

by authority.

Purpose Its purpose may be to give Its purpose is to provide

orders for implementing plans feedback and give
suggestions.

Nature Its nature is authoritative and Its nature is informative and

directive. that of an appeal.

Examples Its examples include Its examples include reports.

orders, circulars , notices, etc. Suggestions, grievances, etc.
 Barriers
to
Communication
WHAT IS COMMUNICATION
???
Communication is the art of transmitting
knowledge, ideas, information and thoughts
from one person to another.
The transfer should be such that the receiver
understands the meaning and the intent of the
message and give proper feedback.
 ★★★ Purpose★★★

• Necessary for planning

• Understanding each other
• Establishment of effective leadership
• Increases Efficiency
• Basis of Decision-making
• Smooth Working of Enterprise
• Motivation
• Co-ordination
 BARRIERS
There are three levels at which communication takes place:

1. Noticing is done with the senses, and is at the physical level

2. Understanding is at the level of intelligence
3. Acceptance is at the emotional level

Anything that hinders the process of communication at any of these

levels is a barrier to communication Barriers to communication can
be defined as the aspects or conditions that interfere with effective
exchange of ideas or thoughts.
 FACTORS
• Environmental Personal Interests
• Halo Effect
• Misinterpretation
• Fear / Stress
• Status
• Chain of command
• Trust Issues /Negative Self Image
• Technological
• Organizational
• Use of Jargons
• External Noise / Emotions
• Distance
 CLASSIFICATION OF BARRIERS

• PHYSICAL BARRIERS
• SEMANTIC AND LANGUAGE
BARRIERS
• SOCIO-PSYCHOLOGICAL BARRIERS
• ORGANIZATIONAL BARRIERS
PHYSICAL BARRIERS
Physical Barrier
Noise

Time & Distance

Gender
 Noise
• Physical noise (outside disturbance)
• Psychological noise (inattentiveness)
• Written noise (bad handwriting/typing)
• Visual noise (late arrival of employees)
 Time and Distance
• Improper Time
• Defects in Medium of communication
• Network Facilities
• Mechanical Breakdowns
SEMANTIC & LANGUAGE
BARRIERS

Those who speak do not know

Those who know do not speak
- Random Japanese Guy
Semantics: The study of the meaning
of the words and phrases

Homophones

SIMILAR SOUNDING WORDS

These words are known as Homophones
Pronunciation
Spelling
Meaning

Examples:
• pale/pail
• alter/altar
• buy/bye/by
• rain/reign
 WORDS HAVE MULTIPLE
PRONUNCIATIONS
These words are known as Homographs
Spelling
Pronunciation
Meaning
Examples
• The bandage was wound around the wound.
• We must polish the Polish furniture.
• He could lead if he would get the lead out.
 WORDS HAVE MULTIPLE MEANING
These Words are also known as homonyms
Spelling
Pronunciation
Meaning
Examples
• Never desert your friends in the desert.
• Close the window before the bee gets too close
 DENOTATIONS AND
CONNOTATIONS
• Denotation: The literal meaning of a word
• Connotations: The emotions and associations
connected to a word
– Favourable Connotation: 'honest', 'noble', 'sincere’
– Unfavourable Connotation: 'cowardly', 'slow',
'incompetent‘
Examples:
They gave us cheap stuff.
At this shop, they sell things cheap
2. Bypassed instructions. Bypassing is said to have occurred if the
sender and the receiver of the message attribute different meanings
to the same word or use different words for the same meaning.
Murphy and Pack have given a classic example of how bypassed
instructions can play havoc with the communication process:
An office manager handed to a new assistant one letter with the
instruction, "Take it to our stockroom and burn it." In the office
manager's mind (and in the firm's jargon) the word "burn" meant to
make a copy on a company machine which operated by a heat
process. As the letter was extremely important, she wanted an extra
copy.
However, the puzzled new employee, afraid to ask questions,
burned the letter with a lighted match and thus destroyed the only
existing copy.**
3. Denotations and connotations. Words have two types of meanings:
denotative and connotative .
The literal meaning of a word is called its denotative meaning. It just informs
and names objects without indicating any positive or negative qualities.
Words like 'table', 'book', 'accounts', 'meeting' are denotative.
In contrast, connotative meanings arouse qualitative judgments and personal
reactions. 'Honest', 'competent', 'cheap', 'sincere', etc., are connotative
words.
Some of these words like 'honest', 'noble', 'sincere“ are favorable
connotations; others like 'cowardly', 'slow', 'incompetent' have unfavorable
connotations. But there also exist a large number of troublesome words that
have favorable connotations in certain contexts and unfavorable connotations
in others. One such word is 'cheap'. Look at the following two sentences:
They gave us cheap stuff.
At this shop, they sell things cheap.
In the first sentence 'cheap' refers to quality and has an unfavorable
connotation, in the second one it refers to prices and is used favorably.
 LANGUAGE BARRIERS

Different Languages

No Clarity in Speech
• Using Jargons

• Not being specific

SOCIO-PSYCHOLOGICAL
BARRIERS
 What is Pyschological
barrier?
Psychological barriers can be described as
the cause of distorted communication
because of human psychology problems.
• Attitude and values
• Emotions
• Filtering and distortion of message
• Status difference
• Pre- conceived notions
• Closed mindedness
• Lack of trust
 Others include:
• Group identification
• Self-image
• Premature evaluation
• Distrust
• Poor retention
ORGANISATIONAL
BARRIERS
 Organizational barriers
• Loss or distortion of messages as they pass
from one level to another
• Filtering of information according to one’s
understanding/interpretation
• Messages not read completely or not
understood correctly
• Deliberate withholding of information from
peers perceived as rivals
• Information gap if upper level does not know
the true state of affairs
 ….cont
• Lack of communication policy

• Authoritarian attitude of management

• Poorly Defined Authority and Responsibility

• Too Many Levels in Organization Structure

• Insufficient Communication Training

 Ways To Overcome Barriers to
Communication-
For Physical Barriers-
• Appropriate Seating Arrangement
• Ensure Visibility & Audibility
• Environmental Comfort
• Minimise Visual/Oral Distractions
For Semantic Barriers-
• Use of Simple Language
• Symbols & Charts
• Active Listening/ Constructive feedback
 Contd..
For Socio-Psychological Barriers-
• Calling Attention & Motivation
• Assistance & Sympathy

For Organisational Barriers-

• Simple Organisational Structure

• Avoiding Information Overload
• Flexibility in Meeting Targets