Communication is vital to organizational life. Organizations exist through communication without communication, there would be no organizations. As Herbert Simon expresses it, “Without communication, there can be no organizations, for there is no possibility then of the group influencing the behavior of the individual.”
Therefore, communication is the ingredient that makes organizations possible. It is the vehicle through which the basic managerial functions are carried out. Managers direct organizational activities through communication. They coordinate through communication, and they plan, organize, motivate, and control through communication. Virtually all actions taken in an organization has been preceded by communication. Thus, communication is an essential ingredient of almost everything a manager does.
In an organization where we work, there are major communication systems. Communication flow downward, upward or horizontally. As these terms are used frequently in organizations, we need some clarification of each, which are as follows:
Downward Communication-
Downward communication is from superior to subordinate, i.e. from boss to employees and from managers to operating staff. In any work place, managers communicate with their
employees for job instruction which includes teaching new or current employees how to do a particular task. They pass upon a organizational goal and train employee to achieve those goals. Managers also do communicate with their employees to give them a feedback upon their performance. They also take a role in having appraisal or superior’s evaluation of employee performance. Downward communication flow is of course, related to the hierarchical structure of the organization. Messages seem to get larger as they travel downward through successive levels of the organization. A simple instruction given at the top of the hierarchy, for example, may become a formal plan for operation at a lower level.
Upward Communication-
Upward communication is equally important for effective communication. Upward communication travels from lower to higher ranks in the hierarchy. Various mechanisms are used by organizations to facilitate upward communication. Suggestion boxes, group meetings, grievance procedures, participate decision-making are some examples. This is maintained to get feedback to managers from employees.
In general, in any organization employees talk to superiors about themselves, their fellow employees, job satisfaction, perceptions of their work, feelings and opinions about organizational goals and policies. The feedback that the management receives from the lower level is thus extremely important and it should be encouraged. However, one must remember if the right climate is not created employees may not provide their feedback freely and accurately.
Diagonal Communication-
Diagonal communication is cross-functional communication between employees at different levels of the organization. For example, if the vice president of sales sends an e-mail to the vice president of manufacturing asking when a product will be available for shipping, this is an example of horizontal communication. However, if a sales representative e-mails the vice president of marketing, then diagonal communication has occurred. Whenever communication goes from one department to another department, the sender’s manager should be made part of the loop. A manager may be put in an embarrassing position and appear incompetent if he is not aware of everything happening in his department. Trust may be lost and careers damaged by not paying attention to key communication protocols.
Diagonal communication is becoming more common in organizations with a flattened, matrix, or product-based structure (see fig.1.2). The advantages of such communication include:
· Building relationships between senior-level and lower-level employees from different parts of the organization.
· Encouraging an informal flow of information in the organization.
· Reducing the chance of a message being distorted by going through additional filters.
· Reducing the workloads of senior-level managers.
Fig. 1.1 Diagonal Communication
Horizontal or Lateral Communication-
Much information needs to be shared among people on the same hierarchical level. Such horizontal or lateral communication takes place among people in the same work team (see fig 1.2). Hence, this form of communication is beneficial for achieving coordination. Different units coordinate activities by such communication are required to accomplish task goals. Inter-departmental uniformity may be achieved through diagonal communication (see Fig. 2). Such communication takes place through telephone calls, short memos and notes, face-to-face interactions, etc.
Fig. 1.2: Direction of Flow of Communication
Although this type of communication is not often encouraged, it is sure to take place. Workers at the same level tend to talk with one another about their work, supervisors, and working conditions. They also talk with one another about various personal and non-work problems. As a result, horizontal communication can contribute to self-maintenance goals as well as to task goals. Horizontal or lateral communication takes place through informal channels.