channels of communication
TRANSCRIPT
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INTRODUCTION
Earlier, organizational management gave very little importance to communication in an organization. But later studies discovered and emphasized the importance of organizational communication as it was communication that bound the personnel in an organization and linked them to their goals.An organizational communication network consists of the normal communication patterns developed between and among the people in an organization. In a large organization there could several channels of communication that are interconnected and have a vast network. This network is used to share knowledge, skills and experience. It is also used to activate personnel, provide guidance, restore confidence and help them achieve their goals.
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CHANNELS OF COMMUNICATION
Management can use one or more channels in order to communicate with employees and obtain a feedback.
Some experts prefer to use the phrase “lines of communication” instead of “channels of communication”, and perhaps they are right for while describing these channels we use words to show the direction in which a line would move.
A general remark that can be made about channels is that efficient managements will try to keep them as short as possible.
Long channels of communication create more chances of original message to be distorted and misrepresented.
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TYPES OF CHANNELS OF COMMUNICATION
(a) FORMAL COMMUNICATION(b) IN FORMAL COMMUNICATION
FORMAL COMMUNICATION :- Formal communication can be can be defined as, “A
presentation or written piece that strictly adheres to rules, convention, and ceremony, and is free of colloquial expression”.
Formal communication is that which is connected with the formal organizational arrangement and the official status or the place of the communicator and the receiver.
Formal communications are mostly in writing and are written in black and white.
Media for formal communication are company newsletter, employee handbook, brochure, memos, fax, etc.
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Advantages of formal communication
It helps in fixation of responsibility.
It also helps in maintenance of the authority relationship in an organization.
DISADVANTAGES OF FORMAL COMMUNICATION
Generally time consuming.
Leads to a good deal of distortion of time.
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MEDIA FOR FORMAL COMMUNICATION
COMPANY NEWSLETTER.
EMPLOYEE HANDBOOKS.
FORMAL MEETINGS.
LETTERS.
BROCHURE.
MEMOS.
FAX
COMPANYNEWSLETTER:-
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It is an informal publication, issued periodically by an organization or agency to provide information to a particular audience.
A newsletter may be issued externally or it may take the form of an in-house newsletter, or house journal, used to aid the internal communication process.
It is becoming more common for newsletters to be issued in electronic information.
COMPANY NEWSLETTER
Employee HANDBOOKS:-
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A document that includes information that employees may need to refer frequently in order to meet the terms and condition of their employment.
The Handbook/Manual is a statement of the polices of the business and how the business is to be conducted.
The company employee handbook is one of the most important communication tools between your company and employees.
Not only does it set forth company expectations for employees, but it also describes what they can expect from the company.
EMPLOYEE HANDBOOK
Formal meeting:- A formal meeting is a preplanned meeting.
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It has a predetermined set of topics that one wishes to discuss along with a set of objectives that one wishes to achieve at the end of a meeting.
As the title suggests, the atmosphere in such meetings is generally somber, formal.
FORMAL MEETING
Letters:- Letters are primarily printed, formal business documents.
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They are best used today when one wants to convey important, no routine information, such as job offers or refusals, promotions, awards and honors, and other kinds of special announcements.
Today print letters are still used as advertising tools; however, the most effective ones are hose that individually customized, making them a special message.
LETTER
Brochure:- Writers usually create brochures to provide information on a
product or service.
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Writers lay out the information carefully, often designing the visual layout as carefully as they compose the text of the content.
This lean channel works effectively when one-way communication in a visual medium is needed.
BROCHURE
Memos:- A memo is a no-nonsense professional document, designed
to be read quickly and passed along rapidly.
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Memos can be used as formal as a business letter and used to present a report.
However, the heading and overall tone make a memo different from a business letter. Because generally memos are send to co-workers and colleagues.
MEMOS
FAX:- Fax is a telecommunication technology used to transfer
copies of documents.
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It is generally used to send documents to people at large distance.
FAX MACHINE
Types of formal communication
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(a) VERTICAL COMMUNICATION (b) HORIZONTAL COMMUNICATION
(A) VERTICAL COMMUNICATION:- In an organization, Vertical communication is
communication between those who are on different levels of authority within the company. Examples are: manager to employee, general manager to managers, foreman to machine operator, head of department to cashiers, etc.
Vertical communication is critical to growth and development of an organization.
The vision and energy of the leadership team flows through vertical communication channels.
Vertical communication is flow of information both downward and upward through the organizational chain of command.
Types of vertical communication
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(a) DOWNWARD COMMUNICATION (b) UPWARD COMMUNICATION
(a) DOWNWARD COMMUNICATION:-
Downward communication kind of speaks for itself; top-level management produces decisions that are communicated down to tell employees how to perform their job.
Downward communication may be conveyed by writing or speaking. Writing could be in the form of letters, notices, memos, circulars, bulletins and even annual reports.
The major purposes of downward communication are to advise, inform, direct, and evaluate employees and to provide organizational goals and policies.
Downward communication plays most important part in raising motivation level of employees, because downward communication run from top level of organization to inferior level of organization or workers. This communication is very helpful for raising the total efficiency of an organization, because when elder officers motivate their workers the working level of an employee is very high.
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It is needed to get things done, to prepare for changes, to deject lack of understanding and doubt; and to develop feeling of pride of being well-informed about all organizational matters.
E.g. management communication with the employees.
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Objectives of downward communication
To give specific job instructions and directives.
To inform about organizational rules and regulations.
To apprise subordinate about their performance.
To highlight the link between the job, employee’s performance and organization’s success.
To be supportive in their organizational and personal problems.
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Drawbacks of downward communication
ONE WAY COMMUNICATION: - In several cases still behaves in an institution is as authoritative manner and does not encourage feedbacks. This leads to confusion and causes unpleasant environment in the organization.
DIFFERENCES IN VALUES AND PRECEPTIONS: - It is usually for superior to be committed to the total organization, while subordinates relate to his department or
sub group. Superior typically views their contributions in terms of achievement while subordinates are more likely to see themselves as only contributing long hours and hard work. Such disparate view points can be barrier to downward communication because subordinates may filter out parts of the downward messages conveyed to them.
MISTRUST: - The feeling of mistrust appears when there lack of frequent superior-subordinate contact. The subordinate knows that superior controls his rewards and
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each downward message is viewed with mistrust and some ulterior motivate.
INNER CONFLICTS OF LEADERSHIP: - The pressure of their ‘position’ can cause inner conflicts or status anxiety in a superior. He is torn between responsibilities of his ‘status’ and the desire to be popular among subordinates. To build up his friendly image, the superior could talk too much leading to leakage of confidential information.
RESISTANCE TO AUTHORITY: - It’s a psychological barrier in which employee’s belief that all communication from a higher authority will be anti-employee and if at all there is a positive one, there will be unpleasant motive for it. So any downward communication is viewed with hostility. They accept or acknowledge only parts of the message that they are comfortable with, ignoring the other parts.
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METHODS TO OVERCOME DRAWBACKS OF DOWNWARD COMMUNICATION
Two way communication (both downward and upward communication)
Superior –subordinate communication must be frequent
Superior should have belief in himself. He should be aware of his responsibility and should encourage his subordinates, instill interest in their work and lead them to achieve their goals.
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(b) UPWARD COMMUNICATION: -
Upper communication means the flow of information from the lower levels of the organization to the higher levels of authority.
It is an interpersonal process, which is a response to the downward flow of communication.
Upper communication includes judgments, estimations, propositions, complaints, appeals, reports, etc.
It is very important because it serves as the response on the success of downward communication.
It is also very good for employees because they feel that they are being noticed in the organization.
On the strength of upward communication, the management amends its programs and strategies and makes further plans.
A business report from the branch manager of a company to the managing director is an example of upward communication.
Other examples of upward channel include business proposals, suggestion box, exit interviews, grievance committees, and so forth.
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Objectives of upward communication
To response to downward communication like orders, directives and instructions.
To inform about commencement and progress of departmental activities.
To suggest and submit ideas for organizational development.
To encourage participation of subordinates in the decision making process.
To improve inter personal relationship.
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Drawbacks of upward communication
ATTITUDES OF THE SUBORDINATE: - There is always a tendency on the part of subordinates to transmit upwards, message they feel will improve their standing with their bosses and to withhold the information that will damage their image. Thus, there is deliberate distortion of information. The stronger the interest in advancement or promotion, the greater the chance for distortion.
ATTITUDES OF THE SUPERIOR: - Superiors are responsible for this distortion of upward communication. They do not encourage subordinates who are willing to face them with challenging or unpleasant information. They perceive such subordinates as ‘treble makers’.
ORGANISATIONAL STRUCTURES: - Some organization follow rigid structures and procedures. They could block upward communication. The physical distance between superior and subordinates also restrict upward communication. There may be some subordinates who
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decide what information should reach these superior. They ensure that only pleasant messages reach the superiors.
SKIPPING RANKS: - Subordinates find it convenient to relate to superiors who are amicable. They ignore their superior and approach the more senior person who may be friendly but is not their boss. For e.g. - A junior executive who is not friendly with the officer above him approaches the senior manager with a request. If the senior manager accedes to the request there are bounds to be breaks in the communication channels-between the officer and the junior executive and between the officer and the senior manager.
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Methods to overcome drawbacks of upward communication
Superiors have to encourage the open-door policy, which suggests that superiors are approachable and ready to listens the grievances of employees. The employee should find the environment conductive to present the information as it is.
Superiors should increase the informal contacts with the subordinates through social events, ceremonial occasions and frequent tours to factory, plants and field areas.
The management should provide an environment that enables subordinates to reach/approach superior whenever required. The superiors display their willingness to communicate with the subordinates.
The superior must take the initiative to keep the communication flow among the lines of authority.
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(b) horizontal communication: -
HORIZONTAL COMMUNICATION means sharing of ideas,
suggestions and solution between the employees of same level to help bring the organization to a better level.
Communication among employees at the same level is crucial for the accomplishment of work
Communication with peers provides the much required social support for a person.
They tend to turn towards their peers for support than to those above and bellow them.
Objectives of horizontal communication
To coordinate functions throughout the organization. To share information. To solve problems. To resolve conflicts.
Drawbacks of horizontal communication
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INCREASED SPECIALIZATION: - We live in a world specialization. For e.g.: - Even within a department, two people occupying similar status may be in-charge of two different projects or areas, so their common interest may be few. This effect communication between them. Then the lack of communication between personnel of two departments can be easily visualized. The larger the organization the more the variety of jobs to be handed and so more the specialization.
LACK OF RECOGNITION AND REWARD: - There is not much encouragement from the organization.
SUPERVISION OF DIFFERENCES: - Some people are too diplomatic and express disagreement. They would prefer to go with the group rather than speak up question. Their silence could affect the organization adversely.
EGO CLASHES: - As horizontal communication is between peers, ego clashes are very common. Unhealthy competition projecting oneself better than one’s peers, withholding
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information, so that hampers the work of another are some of the pretty tactics pursued by people of the same status.
Methods to overcome drawbacks of horizontal communication
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There should be rotation of handling of specialized areas by personnel.
The organization should ignore the myth of equality and reward people according to the value of their contribution. The message is clear, those who should be rewarded.
Mature behavior should be shown by the employees at the same level.
Organizational goals should be given importance.
Telephone:- A somewhat richer channel is the telephone. It transmits
sound rather than printed words and sound can enrich the message’s words with emphasis and emotion.
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It also allows for immediate feedback, qualifying it as a richer channel one would use to get important, immediate responses.
Some receivers view the telephone as invasive, relying on voice-mail systems to get messages. Others view the telephone as an important way of doing business.
TELEPHONE
INSTANT MESSAGING:-
Instant messaging is a form of real-time communication between two or more people based on typed text.
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It’s a two way communication process.
IM allows effective and efficient communication, featuring immediate receipt of acknowledgement or reply.
E-mail: - E-mail messages are widely used in business as well as in
personal life.
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While e-mail is a fast and efficient channel, it is considered lean because it allows for no eye contact and few nonverbal cues.
Business users, choose e-mail for conducting the routine affairs of the business, leaving special or nonroutine messages for other channels.
Video e-mail messages:- A relative new variant of e-mail is video e-mail. While much richer than text-based e-mail, video e-mail is still
a one way communication channel. The lack of interactivity makes it appropriate for messages
that need richness but not real-time feedback.
Media for informal communication
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VIDEO E-MAIL MESSAGES
INSTANT MESSAGING
TELEPHONE
FACE-TO-FACE DISCUSSION
Advantages of informal communication
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An organization can make efficient use of informal channels to fortify the formal channels of communication. It acts as a valuable purpose in expressing certain information that cannot be channeled via the official channels.
Informal communication also facilitates to ameliorate managerial decisions as more people are involved in process of decision-making.
Disadvantages of informal communication
Informal contains facts, deceptions, rumors and unclear data. The informal channels of communication of may transmit
completely imprecise information that may harm rather than help an organization.
Methods to control over the informal communication
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Accept the presence of the grapevine as a source of feedback.
Keep the employees will informed about prospective changes in procedures, work methods or personnel so that they can address complaints, answer questions and correct the misconceptions coming from junior employees.
Use as many communication vehicles or channels as possible (regular staff meetings, briefing, newsletter, notices, other publication, etc.) to inform workers about organizational matters.
INFORMAL COMMUNICATION
GRAPEVINE:-
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Informal communication arises out of all those channels that fall outside the formal channels and it is also known as grapevine. It is established around the societal affiliation of members of the organization. Informal communication does not follow authority lines as in the case of formal communication.
Informal communication takes place due to the individual needs of the members of an organization and subsists in every organization.
Normally, such communication is oral and may be expressed even by simple glance, sign or silence.
Informal communication, is implicit, spontaneous multidimensional and diverse. It oftenly works in group of people, i.e. when one person has some information of interest; he passes it onto his informal group and so on.
Researches have been able to trace some patterns that give rise to different types of grapevines:
(a) Chain Pattern:- The pattern which involves a series of people one to one and communication also passes in the same way.
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(b) Random Pattern:- It spreads in hapahazard manner between people who know and who do not know the ‘news’.
(c) Wheel Pattern:- It’s a pattern in which one person transmits the message to different people or group of people. He is at the centre of the wheel.
Face-to-face discussion:- Face-to-face meetings are ranked at the top of the richness
scale because they allow complete use of all senses and continuous feedback.
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Companies find such meetings to be a good choice for nonroutine business, such as planning new products, negotiating issues, and solving or resolving problems.
Additionally, the face-to-face meetings of teams often provide a synergistic effect that improves the outcome of their actions.
FACE-TO-FACE MEETING
CONCLUSION:-
An efficient and progressive enterprise uses multiple channels of communication, both formal and informal. It would be almost suicidal to have
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only one channel of communication as this would result in bottlenecking and a definite fall in the level of efficiency as a result of poor information circulation, poor morale and poor worker participation in decision-making.
In the world of business all activities center round the exchange of money, goods and services. Often the people who buy and sell are thousands of miles away from each other and can correspond only through communication. It is for this reason very important that the proper channels are used. Use of a wrong channel may result in heavy losses for the business. Therefore, the use of appropriate channels is essential for the development of the business.