Channels of Communication

  CHANNELS OF COMMUNICATION

CHANNELS OF COMMUNICATION-

A DOWNWARD, UPWARD, HORIZONTAL, AND DIAGONAL COMMUNICATION

Introduction- 

The basic foundation of organizational operations is the communication between superiors and subordinates in the hierarchical system.

Traditionally, the dominant theme in this type of organizational communication has been "downward" communication as far as the operating instructions and directions are concerned and "upward" communication as far as operational reports and other feedback to management are concerned.

DOWNWARD COMMUNICATION

               The downward communication is from the superior to the subordinate or from the top management filtered down to workers.

               Downward channels give employees work instructions and other information needed to exercise the delegated authority. In order for this communication to be effective, the workers should not only be told what to do but also why they are doing it and why their work is essential to the organization. This increases a feeling of acceptance on the part of workers. It is also important that the communication be transmitted to workers in a language that they can understand. 

                   The workers must be communicated in their own words and perceptions. Also, most workers are conditioned to accept communication from their immediate superiors, and hence the message must be filtered down through normal channels and edited on the way down for the sole purpose of simplification wherever necessary without losing the content or intent.

Limitations of Downward Communication

(1) Distortion / Dilution:

 It is quite likely that the communication origination at the highest level may get distorted or diluted on the way to the lower level. A good organization should ensure that the employees receive instructions and information properly. This can be done by eliciting feedback from the lower level.

(i) Delay: 

Another limitation of downward communication is its time factor. As there are many levels through which messages pass, it is time-consuming.

(ii) Filtering: 

Sometimes an important part of the message is not passed on to the employees by their superiors. This factor may adversely affect the employer-employee relationship.

UPWARD COMMUNICATION

                         The main function of upward communication is to supply information to the upper levels about what is happening at the lower levels. It is just the reverse of the previous dimension. It travels from the people at the bottom and reaches the upper levels of the organization structure. The upper levels of management to know specifically about production performance, marketing information, financial data, and what lower-level employees are thinking and feeling about the whole or part of the business.

                             The success of any organization depends on the amount of flow of upward communication. It means that bottom-level employees should be encouraged to come up with suggestions. The functions of upward communication are to send information, suggestions, complaints, and grievances of the lower-level workers to the managers above. It is therefore more participative in nature.

Importance of Upward Communication:

(1) Providing Feedback: 

Upward communication provides the management with necessary feedback. The management relies on this feedback in order to make decisions or to review certain issues.

(ii) Outlet for pent-up emotions: 

Upward communication enables the lower-level workers to give vent their problems and grievances. Although the management often thinks that it knows and realizes the grievances of the employees, the latter hardly feels convinced and satisfied.

(ii) Constructive Suggestions
Upward communication enables the workers to come out with constructive suggestions. Some of the suggestions, when implemented may increase productivity, profit, etc.

iv) Greater harmony and cohesion: 

Upward communication creates an atmosphere of harmony and cohesion,. between the management and the employees. Since upward communication gives an opportunity to workers to express their feelings, there are few chances of communication gaps.

Methods of Upward Communication:

(1) Open-door policy: 

In this method, employees are given a feeling that the manager's doors are always open to them. This system can prevent distortion by avoiding the chain of communication, but it can also result in a waste of time for managers.

The policy can be limited by having 'an open door' on only one or two fixed days of the week.

(2) Regular Reporting System: 

There are forms for periodical reports and progress reports of different activities in the organization. These reports are useful in conveying factual information to the management.

(3) Committees 

The management can form various committees like welfare committee, grievance committee, counseling committee, etc. Such committees will have worker's representatives on them which would give them a sense of participation.

(4) Informal gathering

Informal gathering and tea meetings where all members of the department or organization join in can be arranged at intervals. Such occasions often encourage employees to talk freely about their work and their ideas.

(v) Counselling 

In some organizations, workers are encouraged to seek the counsel of their superiors on their personal problems. Many times personal problems get mixed up with official problems. Such counseling would make the management aware of workers' problems. While counseling helps the employees to solve their problems, the information provided by them is utilized by the managers to give a better shape to their future policies.

Limitations of Upward Communication

Certain problems, primarily of psychological nature, may come up in upward communication.

i) Employees are usually reluctant to initiate upward communication. A worker may not have the courage to talk to his manager in an informal way.

ii) Many managers do not like to be 'told' by their juniors. They may not be patient enough to listen to them or may even suppress the message sent to them from below.

(iii) Sometimes workers directly approach top management without informing their immediate superiors. This creates problems as the superiors who have been bypassed feel insulted and it results in discord.

(iv) In upward communication workers are encouraged to talk freely about their problems. But at times such expression is interpreted as incompetence.

HORIZONTAL OR LATERAL COMMUNICATION

                         When communication takes place between two or more persons who are subordinates working under the same person or those who are working on the same level, it is called lateral or horizontal communication. A good example of this kind of communication is between functional managers. It is necessary the review activities assigned to various subordinates having identical positions. They are serving the organization in different capacities but their goals are common. Their interaction is necessary to maintain coordination.

Advantages of Horizontal Communication

1) Improves Understanding: 

Horizontal communication helps in refining and boosting understanding among the employees of an organization. Various employees from different departments can execute their work effectively through the horizontal communication system.

2) Enhances Coordination: 

Coordination and bonding between employees from various departments become more powerful when direct communication is acknowledged and vertical channels are eliminated.

3) Increases Productivity: 

Horizontal communication resolves and lowers various issues and misunderstandings among different departıments of the organization. Cordial relations among members also help in increasing the productivity levels of employees.

4) Raises Confidence: 

Mutual understanding and harmonious working environment increase the level of confidence of the employees.

5) Teamwork: 

Teamwork is quite significant for certain explicit organizational goals. Horizontal communication is indispensable for effective and successful teamwork.

Disadvantages of Horizontal Communication

1) Lack of Control: 

Horizontal communication can create difficulties for management if exercised on a large scale. Increased horizontal communication can be very inconvenient and difficult to control.

2) Conflict: 

Even though horizontal communication has outperformed vertical communication by permitting direct and open communication between employees, it may create situations that lead to interpersonal disputes.

3) Time Consuming: 

There may be a delay in the implementation of decisions taken by top management because of communication accompanied by vertical directives.

4) Lack of Discipline: 

The decorum of the organization is adversely influenced as there are no dictatorial rules and regulations expected to be followed in this type of communication.

DIAGONAL OR CROSSWISE COMMUNICATION

Diagonal communication involves the horizontal flow of information amongst employees present at different levels having no direct reporting relationships. In order to accomplish organizational objectives, the management commonly uses such type of communication for improving the coordination of activities amongst employees and for improving the speed of information transfer.

Advantages of Diagonal Communication

1) Direct Method: 

Diagonal communication is relatively easy and uncomplicated as compared to the assigned channel of communication. It is a direct medium of communication.

2) Preferred Method: 

Diagonal communication is preferred as the method of communication by several organizations.

3) Speedy Communication: 

This type of communication enables quick transmission of information from top to bottom and vice versa.

4) Better Coordination: 

Various departments of an organization are well coordinated and synchronized due to diagonal communication. Every department of an organization is attached and linked with each other, hence diagonal communication increases coordination among organizational departments which in turn results in smooth functioning of the organizational activities.

Disadvantages of Diagonal Communication

1) Bypassing Vertical Chain of Command: 

One of the most significant problems of diagonal communication is that it ignores the sequence of reporting relationships. Such ignorance can lead to a lot of misunderstanding among neglected superiors.

2) Excludes Superiors: A dialogue between employees from different divisions or departments can keep the seniors out of the communication loop, which 1s considered an infringement and compromise for the senior's position.

3) Psychological Resistance: 

The implementation of decisions taken under diagonal communication can be psychologically opposed by those superiors who have been excluded from the discussions. As a senior was not a part of the whole decision-making process, it will be his psychological response towards such decisions.

references-

Sehgal, M K and Vandana Khetarpal. Business Communication. New Delhi: Excel Books, 2006. Paperback.

Singh, Nirmal. Business Communication Principles, Methods and Techniques. Delhi: Deep and Deep Publications pvt. ltd., 2006. Paperback.

Sinha, K. K. (2000). Business Communication. Delhi, 2000. Paperback