Channels of Communication

Classified in two Categories

Formal

Informal

Formal Channel of Communication

When the information is communicated through the hierarchical lines of authority

Covers an ever widening distance as organizations grow

Keeps the higher level managers from getting bogged down with unnecessary information

Informal Channel of Communication

Along with formal channel , every organization has informal channel of communication that is equally effective

Not officially sanctioned and quite often discouraged or looked down upon

Named as grapevine as it runs in all directions

Types of Formal Communication

1. Downward2. Upward3. Horizontal/Lateral4. Diagonal/Crosswise

Downward Communication (refers to communication from higher level in managerial hierarchy

to lower ones)

Supervisory communication initiated by upper management

Flows downward through hierarchy of command

Effective downward communication is crucial to success of organization

Downward Communication

Written

Eg instructions

Memo

Letters

Handbooks

Pamphlets

Policy statements

Procedures

Electronic news display

Oral

Eg instructions

Speeches

Meetings

Telephone

Downward Communication-Merits

Essential for functioning of any organization as it involves transfer of information, instruction, advice, ideas to subordinate staff

Increases staff awareness and facilitates implementation of new policies, guidelines, decisions, evaluation and appraisal of the performance of employees

Downward Communication-Limitations

DelayMessage AbbreviationMessage DistortionMessage OverloadIncomplete information

Upward Communication

Refers to the flow of information from lower levels to higher levels within an organization in the form of information, requests, reports, proposals, feedback, suggestion box, exit interviews, grievance committees…

Main function is to supply information to the upper levels about what is happening at lower levels

Essentially participative in nature and can flourish only in democratic organizational environment

Upward Communication-Merits

Promotes better working relationships within an organization

Facilitates employee involvement in the decision making process

Upward Communication-Limitations

Lack of Positive EncouragementConcealing unfavorable factsDelay, Distortion and FilteringBypassing and suspicionPoor ListeningCommunicating Criticism

Lateral/ Horizontal Communication

Communication between two or more persons who are subordinates working under the same person or on the same level

Main objective is developing teamwork and promoting group coordination within an organization

More casual in tone and occurs more frequentlySaves time and facilitates cooperationCarried out through informal discussions,

management gossip, telephone calls, teleconferencing, memos, routine meetings…

Diagonal/Crosswise/Spiral Communication

Communication flowing between people belonging to different levels of hierarchy and having no direct reporting relationship

Is the result of growing realization of fraternity and equality in corporate sector

Used generally to quicken the information flow, improve understanding

Diagonal/Crosswise/Spiral Communication

Written

Eg company newspaper or magazine

Bulletin boards

General notices etc

Oral

Eg informal meetings

Lunch hour meetings

Formal conferences

Informal Channel of Communication-Grapevine

Informal channels transmit official news through unofficial and informal communicative interactions known as grapevine.

Includes teatime gossip, casual gatherings, lunch time meetings..

Such channels more active in organizations which are not transparent

Factors Responsible for Grapevine Phenomenon

Feeling of uncertainty or lack of sense of direction when the organization is passing through a difficult period.

Feeling of inadequacy or lack of self confidence on the part of employees, leading to formation of groups

Formation of coterie, clique or favored group, giving other employees a feeling of insecurity or isolation

Merits of Grapevine

Speedy transmissionFeedback valueSupport to other channelsStrengthens the solidarity of workersLess expensive than formal channelsMay give some information that you may find

otherwise difficult to collect through formal channels

Demerits of Grapevine

Less credibleIncomplete InformationDistorted informationFast spreading nature can cause damage to

the organization

Guidelines for Grapevine

To be used as a supplementary channel onlyInformation to be verified for the facts and

sourceShould not be ignoredEmployees using this channel should not be

threatened or encouraged too much

Case Study Analysis

Analyze the reasons for spreading of rumors of the lay off of the observation ward staff.

Was it correct to include Lily in the initial discussion meeting

Ideally how should this situation have been handled?