Channels Of Communication

Chapter 6

Channels Of Communication • Recent advances in Information Technology

• Replacement of Traditional forms of internal communication

• Communication is quick and informal – changes in organizational structures.

• Traditional channels of communication.

• Direction of the flow of communication – Downward / Upward communication

– Horizontal or Lateral communication

– Informal Channels

Channels Of Communication

External

Communication

Internal

Communication

Communication within the organisation

Communication outside the organisation

External Communication

Inward Outward

- Messages – customers, suppliers, Banks, insurance cos, Govt. Dept., Mass media, general public. - Letters, faxes, telephone calls, telegrams, reports, advertisements, press handouts, speeches. -Style , format & tone – Policy. - Corporate Communications Dept.

-Receives letters, telegrams, fax messages, telex messages, reports, brochures, circulars, journals, magazines, telephone calls, personal visits – customers , Suppliers, other organisations, Govt. Dept. -Filed for record. - written note / summary – meetings/calls.

Internal Communication

Formal Channels

Vertical Communication

Downward Upward

Horizontal or Lateral

Channel

Group Networks

Informal Channels

Grapevine

Internal Communication - Channels

Formal Channels

• Carry official messages in the organisation.

• Efficiency depends on the regular flow.

• Communication to flow easily to reach the concerned.

• Communication gaps

• Information to flow through proper channels.

• Vertical & Horizontal / Lateral communication.

Vertical Communication • This includes all the messages that move

between subordinates and their supervisors.

• Messages going from supervisors to subordinates are Downward communication;

• Messages going from subordinates to supervisors are Upward communication.

Downward : Vertical Communication

• Purposes of this are :- – Instructions about specific tasks

– Information about the practices and procedures followed by an organisation.

– Information which creates understanding of the tasks in relation to other tasks of the organisation.

– Feedback about subordinate performance.

– Information about the ideology and the goals of the organisation which would help them to develop a sense of belonging to the organisation.

Downward : Vertical Communication

• Must be simple yet effective.

• Loss of information when messages move downward.

• Lack of understanding ; misinterpretation of data.

• Speed of communication.

Upward : Vertical Communication

• Purposes of this are :-

– To provide management with information.

– To enable management to learn about and understand the concerns of the subordinates.

– To enable all employees to contribute ideas and make suggestions.

Upward : Vertical Communication

• Upward movement of communication is sluggish.

• Loss of information due to editing, filtering, deliberate suppression.

• Open and free communication helps to maintain good staff relationships

Upward : Vertical Communication

• Channels for Upward Communication in organisations :-

– Regular reporting systems

– Periodical Review Meetings.

– Suggestion Scheme.

– “Open Door” Policy.

– Informal gatherings.

– Standing Committees.

Horizontal or Lateral Channel • Messages that flow between persons of equal

status or same level of authority in an organisation.

• More horizontal communication at higher levels of authority.

• Required for seeking information and persuasion – problem solving, resolving conflicts, negotiating, work co-ordination, emotional and social support.

• Conferences : problems discussed; brainstorming; training.

Consensus

• Method of decision making – reflects the ideas and thoughts of all the team members.

• Decision is acceptable to everyone; not unanimity nor is it majority vote.

• Decision making by consensus involves discussions and accountability of view points rather than power struggles.

Consensus

• Requires the following :

– Time

–Communication Skills – listening, probing, conflict management.

–Considering disagreements and conflicts as part of the process.

–Keeping an open mind and think creatively

Consensus

• Everyone must support the decision even if they think it was not the best one.

• Underlying shared values : – Unity of Purpose – Co-operation – Mutual Trust – Common Ownership Of Ideas – Feelings are valued – Conflict is valued – Equal Power – Time and Process – Willingness to learn skills

Group Networks

Group Networks

Patterns of Communication

All Channel System

Informal Channels

• Compensate for inadequacies in the formal network.

• They serve the needs of the individuals involved; these may or may not be the same as the goals of the organisation.

Grapevine • Is an informal channel of personal, unofficial

communication which exists in every organisation in addition to the formal organized channels.

• No definite pattern or direction – largely horizontal. • Not related to organisational goals. • Many channels • Carries unofficial information about management

policies. • Can effect organisations working • Influence the efficiency of the organisation. • Close relationship between grapevine and employee

morale. • Grapevine cannot be destroyed.

Assignments

1. Fill in the blanks using as few words as possible:

a.) Downward communication moves from ______________ to __________________.

b.) Horizontal communication moves among _________.

c.) Freely moving informal communication in an organisation is called ___________________.

d.) _____________ means arriving at a general agreement of opinion.

Assignments

2. Mention five methods by which communication can be kept moving upward in an organisation.

3. Are these statements true?

(a) Communication does not move upward easily.

(b) Grapevine can be used productively by the management.

(c) There is no loss of information in downward communication.

(d) There are no barriers to horizontal communication.

Assignments 4. What is downward communication? What

causes loss of information as communication moves downward?

5. What is meant by upward communication. How can upward communication in an organization be improved.

6. Write a note on the informal channels of communication in an organisation.

7. What is ‘grapevine’? How can management use it to influence the morale of the employees?

8. Write notes on the following : (a) Internal Vertical Communication

(b) Horizontal or Vertical Communication

(c) Consensus

(d) Grapevine

(e) Upward Communication

(f) Downward Communication

(g) Communication networks

9. Write a note on formal communication channels in an organisation.

Communication Networks in Groups & Teams

Wheel Network

Circle Network

Chain Network

All Channel Network

Figure 15.3