WEEK 2: PATTERNS IN COMMUNICATION

At the end of this week, the trainee should be able to:

1. Identify various routes of communication.
2. Describe the limitations and strengths of each pattern of communication.
3. Describe informal channels of communication and give their importance.

Communication Patterns In Firms

Key
Horizontal Communication
Vertical Communication

Diagonal Communication

In Developed organization, communication transfer flows down, up and across from board
room to shop- floor and back, between departmental managers or between sales assistants.
They also move diligently between different levels of different departments.
i) Vertical Communication
This term is used to describe the principle transfer for communicating resulting directives,
instructions and policies from decision makers down through the organization to the people
who at various levels will implement them. This is also known as the top –bottom
communication or up-down communication flow. Correspondingly we have the bottom up
or upward communication flow whereby ideas, suggestions criticism and queries also come
from. Both the upward and downward forms of communication are important in an
organization. When upward communication is suppressed, an organization suffers from
low morale, low productivity and potentially explosive frustration in employees.
Downward flow form of communication is frequently channeled through an organization’s
line of authority. It is from manager to subordinate in a “reports to relationship”. Vertical
communication can therefore be looked at into ways namely

a) Downward Communication
Traditionally, the emphasis in business organizations has been on downward
communication. This is because of the hierarchical nature of organizations where all
communication basically and naturally flows from top to bottom. It is the communication
that comes from superiors and flows down to the subordinates.

Methods of Downward communication

Downward communication can be written as well as oral. The oral communication is
mostly through informal channels. The written downward communication takes the form
of orders, circulars, policy statements, memos and procedural documents.
Example, a CEO [Chief Executive Officer] or a General Manager issuing instructions or
sending letters to various department heads. The objectives of this form of communication
are.
• To give specific directions about a job.
• To explain procedures.
• To appraise subordinates of their performance
• To explain the significance of a job given to a subordinate with respect to the
organization’s goals
Limitations of vertical communication
[i] Distortions : Downward communication is often marred by distortion or contortion of
the message. Any piece of information loses a bit of its accuracy whenever it passes
from one person to another. In fact, some directions or instructions may not be
understood. This often affects the accuracy of information. By the time it reaches the
receiver, the very crux of the communication may be lost.

[ii] Loss of information: There is every likelihood of information getting lost in the huge
 labyrinth that a business organization often is. Information in a written form is
considered safer, but even this is likely to get lost.

[iii] Delay: Downward communication may take a long time to reach the person
concerned. The communication has to go through various levels before reaching the
grassroots. This makes downward communication time-consuming. Often, this day in
downward communication frustrates the top managers who have issued the
communication.

[iv] Under-communication and over-communication: Downward communication may

also be hampered by the under-communication or over-communication by the
intervening superiors. The superiors may talk too much at times, and too little at
others. They may, thus, dilute or modify the communication.

[v] Built-in resistance: Downward communication reflects an authoritarian set-up. It

prevents subordinates from participating in the decisions- making process. It gives
them a feeling of being looked down upon. Subordinates may, oppose the decision or
not
welcome it wholeheartedly.

b. Upward Communication
As the terms suggests, this channel of communication pushes information upwards. It starts
from the people at the lowest level of an organization and reaches the top. An open-door
policy, social gatherings, reports, directs correspondence, counseling, e.t.c.are some
methods of upwards communication. Managers have now recognized the importance of
this channel of organization communication. Until now, it was felt that the right to
communicate had been vested only in the top management.
Methods of upward communication
[a] Periodical meetings: these are regular meetings with the staff and subordinates
conducted to invite suggestions, opinions or other ideas.
[b] Written presentation: An example of upward communication is a written
presentation given by employees to their superiors as regards what they feel about
the work environment and suggestions regarding improvement.
[c] Information gathering: Parties and get-togethers provides opportunities for the
 employees to share their feelings and have an interaction with the superiors.
[d] Suggestion schemes: The employees are encouraged to give suggestions on the
practices and the systems being followed in the organization. For this purpose a
suggestion box may be kept.
Objectives
[i] Feedback: This channel provides the management with the necessary feedback. On
the basis of the feedback, the management can ascertain whether the subordinates have
understood a given set of directions properly.
[ii] Outlet for held-up emotions: The employees get an opportunity to vent their
problems and grievances when they communicate with the management.
[iii] Positive suggestions: Quite often, this channel brings forward some very useful
suggestions from the employees, which can be implemented for the organization’s
benefit.
[iv] Harmony: Upward communication creates a congenial atmosphere and brings the
management and the employees closer to each other. It creates a positive
psychological factor as employees feel involved.

Limitations of upward communication

[i] Most problems in upward communication are psychological in nature. Most higher-ups
still do not like to be ‘told’ anything about or against their own decisions or wishes.
[ii] The employees are also hesitant to walk up to managers and initiate upward
communication.
[iii] A common belief among employees is that it may not really be in their interest to
communicate their problems to superiors.
[iv]Sometimes managers may not accept certain unpleasant facts. This may lead to the
distortion of this channel of communication.
[v] Subordinates may become too bold and directly approach the top authority with their
complaints. This proves harmful as the relations between the workers and their
immediate superior get strained.
[vi] Upward communication may also be used by sycophants for personal gains. Such
employees may try to endear themselves to the superior by passing on selective
information . Genuine information may, thus, get suppressed or distorted.

Lateral or Horizontal Communication

This is communication between people who operate at the same or similar levels.
It occurs at all levels of an organizations and is generally worked by an increased by an
increased frankness and are with which groups are similar levels connections
Face-to-face discussions, telephonic talks, periodical meetings, memos, e.t.c.are the ways of
carrying out this type of communication. It is very important for the smooth functioning of
every organization as it promotes understanding and coordination between various
departments. Embarrassing situations can arise when there is lack of proper horizontal
communication.For example, the production and the marketing departments must interact with
each other because marketing tactics and production planning go hand-in-hand.

The objectives of lateral communication

[i] To create a friendly atmosphere in an institution.
[ii] To cut across departmental barriers.
[iii] To ensure quick feedback
Limitations
[i] Lateral communication may give birth to gossip. It can be used for rumourmongering and
spreading false information
[ii] Good ideas may get suppressed because such communication often comes without
authority or sanction for implementation.
[iii] Lateral communication can be effective only if there is proper co-ordination.
iii) Diagonal Communication
Diagonal Communication relies heavily on reservoirs of co-operation and goodwill which
the proficient communication will have been careful to nature by way of the friendly
greeting or brief chat to this and that colleague on his journey through the company’s
offices. Diagonal communication involves people from different department and of
different ranks.
Diagonal or Crosswise communication envisages a horizontal flow of information as well
as interaction across different levels of an organization’s hierarchy. Communication flows
across different levels in an organization among people who may not have direct reporting
relationships. Diagonal communication is used to speed up the flow of information. It
makes effective efforts for achieving organizational goals. A great deal of communication
does not follow the organizational hierarchy, but cuts cross well-drawn lines. Channels of
such communication are general notices, information meetings, formal conferences, lunch
hour meetings, etc.
Objectives
[i] To help in proper co-ordination
[ii] To communicate effectively whether laterally, horizontally and diagonally
[iii] To improve mutual understanding
[iv] To boost the morale of lower level staff through interaction across all the levels in the
organization
Limitations
[i] There is a fear of encroachment in diagonal communication. The superiors may feel
bad when their subordinates are given importance, and may even end up feeling
by passed.
[ii] The superiors may resist suggestions just because these have come from subordinates.
This comes out of a subconscious feeling of not having been part of the consultation
process.
[iii] Diagonal communication can lead to a network that is extremely complex. An
absence of acceptance procedures may lead to internal chaos. The fallout can then be
external displeasure.

Formal and Informal Communication

Communication can also be classified according to the degree of ceremony or formality it
has.
Thus we can divide communication into two broad categories:
[a] Formal channels
[b] Informal channels

Formal channel of communication

A formal channel of communication is the means of communication normally controlled
by people in position of authority in an organization. Hence, it has also been referred to as
an organization’s ‘main line of operational communication’. All the reports, records and
other forms that supply working information to various parts of an organization are
included in the formal channel of communication. These channel of communication do not
function automatically. A good business organization will ensure that these are carefully
planned and designed to its needs.

Advantages
[i] Effective: Formal cannels are considered the more effective of channels of
communication. With organizations constantly growing in size, formal channels help
to bridge the gap in the communication process. It is a readily available means to reach
through to every corner of an organization, which would otherwise be difficult.

[ii] Prevent bogging: In formal channels, the rules are well laid. For example, a worker
communicates with the supervisor, the supervisor with the manager, and so on. Thus,
only necessary information gets filtered and sent to the top. It prevents the top –level
management from getting bogged down with the irrelevant nitty-gritty [the practical
details] of information and leaves it free for bigger decisions and overall management.

[iii] Better monitoring: An organization can design formal channels to suite its specific
needs. This can help monitor organizational activities. It can ensure that problems are
nipped in the bud without too much delay.

[iv] Good atmosphere: Good formal channels of communication reflect professionalism.

They help consolidate the organization. They also keep the managerial personnel in
control.

Disadvantages
[i] Deter free flow of information: Formal channels deter a free flow of information.
Formality demands that the flow take a specific route only. This inhibits the flow of
information
[ii] Time-consuming: Formal channels of communication often lead to delays. The
information may not directly reach the person for whom it is meant. It will often take
a circuitous formal route where the intervening links may be meaningless. As a
result, formal channels of communication can become time- consuming.

[iii] Affects decision-making: Filtering and monitoring of information at lower levels is

a double-edged sword. While it has its advantages, it may also prevent viral
information from reaching the top management. This may change the perspective
while making decisions.

Informal channel of communication / Grapevine

Every organization has its grapevine. The term describes the undertaking branches of
totally unofficial communication system which has been constructed informally and which
is constantly changing.
Users and distributors of grapevine sources of information find their material from
confidential letters left unattended on desks, accidental careless remarks, loud voices
covering from behind closed doors or sudden changes in established routines and practices.
The basis of grapevine is gossip and rumors. It flourishes more in organizations where
conversation is used than in those that communication is open.
Grapevine operates in any of the following directions.
a) Single Strand Chain: Passing of information level along like persons to the ultimate
recipient. “A” tells “B” , who tells “C” who tells “D”.
A B C D E F G H
b) Gossip Chain: “A” actively sends and tells everyone

G B
A

F
C
E
D

b) Cluster Chain: In this case “A” tells selected persons who may in turn relay the inform
to other selected ends.

Most of the informal communication follows this chain.

B F

C G

A I

J
D

M L
N
Importance of Grapevine
i) A Safety Valve
Apprehension experienced by workers on matters like promotion & retrenchments
become an obsession with them. Talking about them may provide them emotional
relief.
ii) Organization Solidarity: Existence of grapevine proves that workers are interested
in their associates. The fact that they take among themselves helps to promote
organization solidarity.
iii) Supplement to other channels: When there is some useful information unsuitable
for being transmitted formality, it can be transmitted through grapevine.
iv) Quick Transmission: Information through grapevine travels at a very high speed.
Rumours it is said, spread like wild fire. Once a grapevine leader is spotted, given
information and told to keep it top seated, within minutes will have reached
everybody.
v) Feedback: Grapevine enables management, to know what employees subordinates
think about the organization and its various activities.
Grapevine has disadvantages in information may be distorted or incomplete
information passed or worse still, the swiftness of grapevine may cause serious
damages before the management becomes aware.

Disadvantages.
[i] Less credible: A grapevine is less credible than a formal channel of
communication. It cannot be taken seriously as it involves only the word of
mouth. It is, therefore, likely to be contradicted.
[ii] Selective information: Informal channels usually fail to carry the complete
information. As a result, the receiver does not get the essence of the whole
message. Mischief mongers or vested interests may use the channel for
transmitting selective information.
 [iii] Creates trouble: A grapevine can foster trouble within an organization as there
is no control over the information sent, received, its portrayal and perception.
Information gets distorted. A grapevine can be synonymous with the spreading
of false or wild stories.
[iv] Leakage: Information may get leaked at the wrong time. The term ‘open secret’ in an
organization can often be attributed to such leaks

REVISION QUESTIONS
1. Describe the following sources of communication in an organization
a) Formal channel
b) Informal channel
2. Although grapevine source of information cannot be eradicated in an organization given
that human beings are social beings it can be minimized. Explain how?
3. None of the directions in which information flow is without limitations. Explain