CHANNELS OF COMMUNICATION

In an organization, information flows forward, backwards and sideways. This information flow is referred to as communication. Communication channels refer to the way this information flows within the organization and with other organizations.

Managers become a link in the communication process. Decisions and directions flow upwards or downwards or sideways depending on the position of the manager in the communication process.For example, reports from lower level manager will flow upwards. A good manager has to inspire, steer and organize his employees efficiently, and for all this, the tools in his possession are spoken and written words.

CHANNELS OF COMMUNICATION

FORMAL COMMUNICATION CHANNELS - A formal communication channel transmits information such as the goals, policies and procedures of an organization. Messages in this type of communication channel follow a chain of command. This means information flows from a manager to his subordinates and they in turn pass on the information to the next level of staff. An example of a formal communication channel is a company's newsletter, which gives employees as well as the clients a clear idea of a company's goals and vision. It also includes the transfer of information with regard to memoranda, reports, directions, and scheduled meetings in the chain of command. A business plan, customer satisfaction survey, annual reports, employer's manual, review meetings are all formal communication channels.

Vertical Communication - is subdivided into upward and downward communication

Upward Communication - moves up the chain of authority. Nowadays, Managements encourage upward communication as they have realized that when employees are given the freedom to express themselves they work better and good employer-employee relations are an asset to an organisation. Common upward channel communication in an organisation include regular reporting systems, suggestion schemes, open door policy, grievance committees, review and feedback sessions etc. Upward communication involves transfer of information, requests and feedback from subordinates to their seniors. It promotes better working relationships within an organisation and gives the subordinate staff an opportunity to share their views and ideas with superiors. it facilitates employee involvement in decision making.

Limitations of upward communication - Persons in authority may have attitudinal and ego problems which could obstruct smooth communication. Persons at the lower level in an organisation may skip ranks which could result in suspicion and ill will.

Downward Communication - are messages sent from superiors to subordinates. The purpose is usually to give instructions or to pass on information and should be simple and clearly communicated to the staff. Forms of downward communication may include notes, notices, memos, telephone conversations, emails, face to face communication, etc.

Objectives of downward communication are:
- to give job instructions
- to inform staff about the organisations rules and regulations
- to apprise subordinates about their performance
- to highlight the link between the job, the employee's performance and the organisation's success.

Limitations of downward communication - Sometimes leads to one way communication. The differences in values and perceptions could lead to being barriers to communication. Too much downward communication can lead to resistance from the staff.

Horizontal (Lateral) communication - The main objective is to develop team work and promote group coordination within an organisation. It takes place between professional peer groups or people working on the same level of hierarchy. It is less formal than downward and upward communication an may be carried out through informal discussions, management gossip, telephone calls, teleconferencing and routine meetings.

Diagonal Communication - It is a product of modern changes in information technology and management and is the result of growing realization of fraternity an equality in the corporate sector. Diagonal communication flows in all directions as it occurs between people who do not have to follow rigid norms of communication.


INFORMAL COMMUNICATION CHANNELS - Within a formal working environment, there always exists an informal communication network. The strict hierarchical web of communication cannot function efficiently on its own and hence there exists a communication channel outside of this web. While this type of communication channel may disrupt the chain of command, a good manager needs to find the fine balance between the formal and informal communication channel.

An example of an informal communication channel is lunchtime at the organization's cafeteria/canteen. Here, in a relaxed atmosphere, discussions among employees are encouraged. Also managers walking around, adopting a hands-on approach to handling employee queries is an example of an informal communication channel. Quality circles, team work, different training programs are outside of the chain of command and so, fall under the category of informal communication channels.

Grapevine forms an unofficial communication channel - Good managers will recognize the fact that sometimes communication that takes place within an organization is interpersonal. While minutes of a meeting may be a topic of discussion among employees, sports, politics and TV shows also share the floor. It is through the grapevine that rumors circulate. Also those engaging in 'grapevine' discussions often form groups, which translate into friendships outside of the organization. While the grapevine may have positive implications, more often than not information circulating in the grapevine is exaggerated and may cause unnecessary alarm to employees. A good manager should be privy to information circulating in this unofficial communication channel and should take positive measures to prevent the flow of false information.

An example of an unofficial communication channel is social gatherings among employees.

Conclusion
In any organization, all types of communication exist. While the ideal communication web is a formal structure in which informal communication can take place, unofficial communication channels also exist in an organization.

Through these various channels, it is important for a manager to get his/her ideas across and then listen, absorb, glean and further communicate to employees.