COMMUNICATION CHANNELS

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.

In this web known as communication, a manager becomes a link. Decisions and

directions flow upwards or downwards or sideways depending on the position of the
manager in the communication web.

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. For the flow of information and for a manager
to handle his employees, it is important for an effectual communication channel to be in
place.

Working of a Communication Channel

Through a modem of communication be it face to face conversations or an inter-

department memo, information is transmitted from a manager to a subordinate or vice
versa. An important element of the communication process is the feedback mechanism
between the management and employees. In this mechanism, employees inform
managers that they have understood the task at hand while managers provide employees
with comments and directions on employee's work.

Importance of a Communication Channel

A breakdown in the communication channel leads to an inefficient flow in information.

Employees are unaware of what the company expects of them. They are uninformed of
what is going on in the company. This will cause them to become suspicious of motives
and any changes in the company. Also without effective communication, employees
become department minded rather than company minded, and this affects their decision
making and productivity in the workplace. Eventually, this harms the overall organizational
objectives as well. Hence in order for an organization to be run effectively, a good
manager should be able to communicate to employees what is expected of them make
sure they are fully aware of company policies and any upcoming changes

Types of Communication Channels

The number of communication channels available to a manager has increased over the
last 20 odd years. Video conferencing mobile technology, electronic bulletin boards and
fax machines are some of the new possibilities. As organizations grow in size, managers
cannot rely on face-to-face communication alone to get their message across.
A challenge the manager's face today is to determine what type of communication
channel should they opt for in order to carryout effective communication. In order to make
a manager's task easier, the types of communication channels are grouped into three
main groups: formal, informal and unofficial.

Formal Communication Channels

Formal communication is organized and managed information that is shared with relevant
individuals in order to secure coordinated action throughout the organization. Formal
communication channels are based on an individual's role in the organization and
distributed in an organized way according to the established chain in organizational
charts. Typically, formal communication flows "downward" from executives to directors to
managers to staff regarding company direction and instruction and "upward"
from staff to managers to directors to executives in the form of data and reports. The
communication flowing through these channels is specific to the jobs and departments.
Such formal communication is well established and planned.

For example, reports and data from staff are organized are generally submitted in
prescribed templates and according to a set schedule. Communication focused on a
company's strategy and direction, which originates from company executives, is funneled
through the organizational chart and changed in such a way to be relevant to each
department and manager. What starts out as "high-level" communication on corporate
strategy needs to be thought out through planning sessions so that the communication
provides direction and is actionable for the individuals who implement the tasks of the
strategy. The better the communication, the better employees and staff will understand
what is expected and required of them.

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.
Informal Communication Channels

On the other hand, informal communication in the workplace satisfies a variety of needs,
particularly social and emotional, and is not based on the positions individuals occupy
within the organizations. As a result, the communication is not managed or planned in
any organized fashion. It is more relaxed, casual and tends to be spread by word-of-
mouth quickly throughout a department or organization because it is not restricted to
approvals and an established path of distribution.

Probably the most common term used for the informal communication in the workplace is
"grapevine" and this communication that is sent through the organizational grapevine is
often considered gossip or rumor. While grapevine communication can spread
information quickly and can easily cross established organizational boundaries the
information it carries can be changed through the deletion or exaggeration crucial details
thus causing the information inaccurate - even if it is based on truth.

The use of the organizational grapevine as an informal communication channel often

results when employees feel threatened, vulnerable, or when the organization is
experiencing change and when communication from management is restricted and not
forthcoming.

When used with thought and planning, however, there are several advantages of
grapevine communication. It can:

Spread information quickly throughout an organization.

Serve a social purpose.
Reduce stress and anxiety.
Can be used to identify problems or lack of satisfaction in the workplace.

While the organizational grapevine can never be eliminated, even if there are several
advantages of grapevine communication, it can be reduced by removing the need for
information. Managing the grapevine can be partly achieved by providing information
through good, effective communication such as:

• Supplying sufficient information through the formal communication channel about

the concerns that are of importance to employees and staff.

• Present as much factual information as possible as soon as it is obtained.

• Keep information coming on a regular basis especially during times of change

when the employees are stressed and wondering what is going on. Daily
communication with them will reduce the pressure of uncertainty.

• Open the lines of the formal communication channels to receive feedback and
concerns. Respond to these as quickly as possible. If concerns are submitted from
staff and no response is given by management, rumors through grapevine
 communication will begin to fill in the communication gap which was created by
management.

Formal/informal communication channels exist in every organization. Formal

communication requires thought and planning prior to distribution; informal
communication, however, usually succeeds on its own mostly because of the very
effective grapevine. While there are several advantages of grapevine communication,
managing the grapevine also requires thought and planning.

Even so, it is very difficult to formalize informal communication; therefore, the best way to
cut the grapevine is to provide accurate, respectful and timely formal communication.
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.

Unofficial Communication Channels

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. The
unofficial communication channel in an organization is the organization's "grapevine". 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. An example of an unofficial communication channel is social gatherings
among employees.