CHANNELS OF COMMUNICATION

Every organisation follows particular pattern of channels of communication. These channels can be explained as follows:

EXTERNAL COMMUNICATION: This is the communication with the outside world, i.e. with customers, suppliers, banks, insurance companies, government departments etc.

The External Communication is of two types:

1)      Outward: Outward communication includes all messages that go out of an organisation.

2)      Inward: Inward communication includes all messages that are received by organisation from outside.

INTERNAL COMMUNICATION: Internal Communication takes place within an organisation, among managers, employees and others.

Internal Communication is of two types: 1) Formal/ Official and 2) Informal

1)    FORMAL COMMUNICATION: Formal communication is generally official. It takes place within the line of authority. Under formal communication system, the message flows according to a fixed and prescribed way.

     Depending on organisational structure & direction of flow of communication, formal can be classified as follows:

1)      VERTICAL COMMUNICATION: Communication that flows through level of hierarchy is Vertical Communication. Vertical communication consists of Upward and Downward communication.

In Downward communication, the information flows from superiors to subordinates and in Upward communication the information flows from subordinates to superiors.

  Vertical communication is essential in every organisation so that the management can give directions and send information downwards and also receive information from subordinates about the effectiveness of their organisation. Every organisation has its own peculiar structure which indicates the line of authority. By line of authority we mean the order of persons in authority and power. These lines of authority become the line of communication. Vertical communication of an organisation can be explained with the following diagram.

   

                                                                                                                                                  

I) Downward Communication: When orders, directions, instructions and information flow downward from superiors to subordinates it is called ‘Downward Communication’. It is also called as ‘Down Stream Communication’.

Advantages of Downward Communication:-

1)      Provide Directions: Downward communication helps managers to give directions to the employees. Proper directions help the employees to undertake their activities effectively.

2)  Control on Activities: The superiors can also control the activities of their subordinates. The management can take proper control to correct and control the shortcomings of employees.

3)      Motivate Employees: Downward communication can be used to motivate the employees to perform better. Weaknesses of employees can be corrected through motivational talks with the employees.

4)      Clarifications: Through effective downward communication, the management can clarify the plans and policies of the organisation.

5)      Discipline: With the help of downward communication, the management can inform the rules and regulations of the organisation to the employees. This helps to bring about discipline in the organisation.    

       

Disadvantages of Downward Communication:-

1)  Over-communication:  This type of problem arises when supervisors talk too much before their subordinates. This may lead to confusion in minds of employees.

2) Time Consuming: Since downward communication moves along with the line of authority, it becomes a time consuming activity.   

3)  Loss of Information: According to research, as the information passes down, only 20% finally reaches the lowest level. This is true in case of oral communication.

4)   One-way Communication: Downward communication is a one-way communication and does not allow the employees to share their views and ideas leading to frustration among them.

5)  Too Authoritative: Dictatorial attitudes among the managers may lead to misuse of downward communication. Employees at the lower level may not experience a sense of participation.

    II) Upward Communication: A communication is said to be upwards when it moves from bottom to top. It means that when subordinates communicate to their superiors, it is called ‘Upward Communication’. It is also called as ‘Up Stream Communication’.

Advantages of Upward Communication:-

1)   Feedback for Management: Management receives feedback on various matters like whether their orders and instructions are implemented, whether the employees are satisfied with working conditions, whether they require help, etc. Feedback received helps in evaluating the decisions and modifying them wherever necessary.

2)  Complaints: Upward communication helps the employees to express their complaints to higher authorities. It helps the management to be aware of the genuine problems faced by the employees in the organisation. Employees feel satisfied that they have expressed their problems to the management.

3)  Suggestions: The employees are closer to the job and as such they know the job better than the superiors. Therefore, management must encourage suggestions from the employees. The management, many times, implements the suggestions received from the employees.

4)     Schemes: The management can introduce various schemes like reorganisation or restructuring on the basis of suggestions given by the employees. The employees may easily accept such schemes as they play an important role in the decision making process. If they have any objection to such schemes, they can easily communicate the same to the management with the help of upward communication.

5)  Bring about Cooperation: Upward communication brings about trust and emotional bonding between management and employees. This creates the environment of understanding and cooperation in an organisation.

  Disadvantages of Upward Communication:-

1)  Fear of Authority: Employees are not prepared to talk freely about their problems with their superiors. They feel their problems will not be understood by their superiors.

2)    Distrust of Superiors: Subordinates may feel that their superior is autocratic, unsympathetic and task oriented. This will develop a feeling of distrust among them and they will withhold useful information.

3)   Unwillingness to Admit Failure: Due to the feeling of insecurity about their jobs, employees may tend to share only good things about their jobs. They may be unwilling to share their failures and problems.

4)    Non-listening Attitude: The executives are not serious on matters coming from employees, neither very much attentive, nor inclined to listen. Hence, the lower level employees feel discouraged to transmit any information fully and freely.

5)    Skipping of Ranks: Sometimes, an aggressive employee may skip his immediate boss and directly approach to the top executive. This may create a hostile environment in an organisation.

2)     HORIZONTAL COMMUNICATION: Communication between people of equal or comparable status is known as ‘Horizontal Communication’. For example, communication from clerk to clerk, manager to manager, etc. Horizontal communication is also known as ‘Side Way Communication’, ‘Lateral Communication’, or ‘Cross-wise Communication’. Henry Fayol called horizontal communication a ‘bridge’ or ‘gangplank’ of organisational communication.

Advantages of Horizontal Communication:- 

1)  Coordination: Horizontal communication helps to promote coordination between people of equal status and thus facilitates smooth functioning in an organisation.

2) Problem Solving: People working together can help each-other solve job-related problems. Horizontal communication facilitates quick exchange of information which helps in problem solving.

3)    Time Saving: Horizontal communication is a time saving device because people of equal status and authority meet, discuss and sort out problems. Thus, the day-to-day functioning of the organisation becomes more effective and smooth.

4)    Eliminate Rivalry: Friendly relations among staff results from successful horizontal communication. It eliminates misunderstanding, jealousy, ego-clashes etc. among people of equal status in the organisation.

5)   Relieves Top Management from Routine Matter: Horizontal communication facilitates effective coordination. Employees avoid referring unnecessary matters to their superiors. It gives relief to superiors from exempting them from certain matters.

Disadvantages of Horizontal Communication:-

1)  Waste of Time: Horizontal communication may make employees to friendly with each-other and there is possibility that they will waste their time in gossiping, arguing and debating over issues and decisions.

2)    Disturb Central Planning: A well organised group may come together and disturb the planning of the management. This is one of the worst fears of every management.

3)      Interdepartmental Rivalry: Competition between departments, conflicts and personal rivalries may disturb horizontal communication.

4)      Mutual Protection: Doubtful proposals, shared guilt may bring together some colleagues. They may decide to protect each other thus harming the organisation.

3) DIAGONAL COMMUNICATION: Diagonal communication also called ‘Consensus’ or ‘Participative Management’ is the agreement of opinion between people of groups of people from different levels in the organisation. It refers to decisions taken jointly in the interest of the organisation. Diagonal communication encourages a combination of vertical communication and horizontal communication. This channel of communication is followed by an organisation when the management feels that opinion of all employees is considered important before arriving at a decision.

Advantages of Diagonal Communication:-

1)      Opinions from employees can be taken while dealing with certain matters like voluntary Retirement Schemes (VRS), bonus, services conditions, etc. Employees and union leaders may get a chance to express their views.

2)      By consulting workers, management can create a sense of participation and a sense of belongingness among them.

3)      It helps to build confidence & managerial skills among subordinates.

4)   It allows all to state their opinions; hence, it avoids dissatisfaction among employees and power struggle.

5)      It leads to motivation and tries to build employee’s morale.

Disadvantages of Diagonal Communication:-

1)  Employees may develop a feeling that they are consulted on every matter. This might create a serious problem if they are not consulted on creation matters and may turn against management.

2)      It might give the workers the impression that their superiors are not able to take decisions on their own.

3)      This channel may allow some members to dominate.

4)      Obtaining consultation every time is not possible as it is time-consuming process.

5)      Sometimes majority decisions are forced on people, even if it is not the best decision.

2)    INFORMAL COMMUNICATION: Informal communication emerges wherever there is a group of men and women working together. Informal channel takes place because of common interest between people in organisation who share information with each other.

Small informal groups are formed on the basis of work and social relationship. In this type of communication there is no formal organisational hierarchy (line) of superiors and subordinates. Communication does not take place on the basis of positions and lines of authority. There are no formalities, rules, procedures, etc. There is absence of official backing and no control. Management can use this channel for effective and speedy communication. It is sometimes used as substitute to formal communication. The executives often personally deal with subordinates to maintain relations and get things done.

GRAPEVINE COMMUNICATION: Grapevine is the informal communication. The meaning of grapevine is a kind of vine on which grapes grow. The plant is very weak and spreads in any direction. In the same way, the informal communication which spreads secretly generally without the knowledge of authority is called as ‘Grapevine Communication’. It is called as grapevine communication as it grows in any direction and spreads quickly.   

Types of Grapevine Communication:

1)  Chain Grapevine: In chain grapevine, the information passes from one person to another person and then to another person and so on. For example, ‘A’ passes information to ‘B’, ‘B’ to ‘C’, ‘C’ to ‘D’ and so on.

2) Cluster/ Probability Grapevine: In this type of grapevine, one person informs to a few selected persons who in turn may pass on the information to other selected persons.

3)    The Wheel Grapevine: In this pattern of grapevine one person (usually known as grapevine leader) occupies the central position as he has access to information. He coordinates all the information and passes to the other members in the group. For example, ‘A’ passes information to ‘B’, ‘C’, ‘D’, ‘E’, and so on.

Advantages of Grapevine Communication:-

1)      Quick Transmission: Information such as rumours spread like wild fire. It moves faster than the formal communication. It does not take much time to spread informal messages.

2)      Feedback: Grapevine acts as a major source of feedback for the management. The management can find out through grapevine about what its employees perceive about the policies, plans, working conditions, organisational culture, etc.

3)      Supplement to Formal Channels: Grapevine acts as a supplement to formal channels. When certain sensitive information cannot be transmitted through official channels, management may pass it on through the informal channel.

4)      Informal Relations: The grapevine develops informal relations not only within a department but also among the various departments, as people belonging to various departments get involved in the informal communication.

Disadvantages of Grapevine Communication:-

1)      Lacks Credibility: Grapevine communication lacks credibility. No one can rely upon it in the organisation. This is because one may not know the source of such information.

2)      Incomplete Information: The informal communication is usually incomplete in nature. Therefore, there is every possibility of being misunderstood or misinterpreted.

3)      Lacks Responsibility: Grapevine communication lacks responsibility. It is difficult to hold someone responsible for rumours or such other information.

4)      Not Suitable for Upward Communication

5)      Affects Corporate Image