COMMUNICATION CHANNELS AND TYPES :
Communication channels are the means through which people in an organization communicate.
A communication channel is a particular type of media through which a message is sent and received. The communication channels can flow down from superiors to subordinates, up from subordinates to superiors, or across from and to co-workers of the same hierarchical level of authority.
TYPES OF COMMUNICATION CHANNELS :
I . Formal and Informal .
II .Verbal and Non Verbal .
1. FORMAL COMMUNICATION
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.
In formal communication, certain rules, conventions and principles are followed while communicating message. Formal communication occurs in formal and official style.
Usually professional settings, corporate meetings, conferences undergoes in formal pattern.
In formal communication, use of slang and foul language is avoided and correct pronunciation is required. Authority lines are needed to be followed in formal communication.
EXAMPLES-
- A company's newsletter, which gives employees as well as the clients a clear idea of a company's goals and vision.
- The information with regard to memorandum, reports, directions, and scheduled meetings in the chain of command.
- A business plan, customer satisfaction survey, annual reports, employer's manual, review meetings.
FEATURES
(1) The formal organisational structure is created intentionally by the process of organising.
(2) The purpose of formal organisation structure is achievement of organisational goal.
(3) In formal organisational structure each individual is assigned a specific job.
(4) In formal organisation every individual is assigned a fixed authority or decision-making power.
(5) Formal organisational structure results in creation of superior-subordinate relations.
(6) Formal organisational structure creates a scalar chain of communication in the organisation.
ADVANTAGES
1. Effective:
- 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.
- This type of communication is used by following the predetermined rules so it increases the overall efficiency of the organization and avoid miscommunications .
2. Easy communication system:
- The top level management communicates with their employees by using formal downward communication system.
- The employees communicate with their higher authority to use this system.
- It is very much easy to communicate with each other.
3. Permanent record:
- The copy of formal communication is always preserved in the file and it is used as reference. As a result, it is easy to seek the copy of it if necessary.
- Documents of the formal communication is recorded by the organization. So, these recorded documents are use as a source of the employees.
4. Maintenance of discipline
- Under the formal communication system the workers are bound to be careful to their own duty. So ultimately it makes discipline in the organization.
5. Ease of cooperation and coordination:
- Cooperation and coordination is very much essential to carry out the business activity smoothly. Formal communication is a part of coordination. So, coordinated activities can be done properly and easily through formal communication.
6. Ease of delegation of authority:
- Authority is delegated by the superiors to the subordinates through the help of this communication.
DISADVANTAGES
1. Wastage of time:
- Top level management communicates with their employees by maintaining the board of succession, not by-passing any executive or any level.
- While following scalar chain and chain of command actions get delayed in formal structure.
2. Inflexibility:
Ordinarily the formal communication is inflexible. If somebody out of the channel intends to change his views it is not possible. Even when it is needed to change, it is very much difficult.
3. Lack of initiative:
Under this communication system everybody does their duty by following specific predetermined system. So it makes the obstacle to develop the creativeness of the employee.
4. Authoritarian attitude:
In this system the sender is higher authority and the receiver is lower staffs. Generally the superior’s order cannot be disobeyed. It creates an authoritarian culture in the organization.
5. Lack of cordiality:
In the formal communication system the subordinate staffs strictly follow the order of superior authority. So the implementer of the order does not obey their duty properly.
6. Costly:
In this system the organization policy and rules are obeyed properly. Sometimes it creates crucial situation and it is a time being factor. For these, the cost of formal communication system is higher than those of others.
2. INFORMAL 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.
EXAMPLES-
- Lunchtime at the organization's cafeteria/canteen. Here, in a relaxed atmosphere, discussions among employees are encouraged.
- Managers walking around, adopting a hands-on approach to handling employee queries.
- Quality circles, team work, different training programs (are outside of the chain of command.)
FEATURES
(1) Formation through Social Relations:
This communication is born out of social relations who mean that it is beyond the restrictions of the organization. No superior-subordinate relationship figures therein. A more sociable superior can gather much information through this channel.
(2) Two types of Information:
Through this communication, information about the work and the individual can be collected.
(3) Uncertain Path:
Since it is beyond the restrictions of the organisation, it follows no definite channel. Like a grapevine, it moves in a zigzag manner.
(4) Possibility of Rumour and Distortion:
Responsibility for the true or false nature of communication does not lie on any individual and, therefore, not much attention is paid to its meaning while communicating. Consequently, the rumours keep floating.
(5) Quick Relay:
Informal communication makes news spread like wildfire. Not only this, people start adding something of their own which sometimes changes the real meaning of the communication.
ADVANTAGES
(1) Fast and Effective Communication:
Under this communication, the messages move fast and their effect is equally great on the people.
(2) Free Environment:
Informal communication is done in a free environment. Free environment means that there is no pressure of any office-big or small. The reactions of the employees can easily be collected.
(3) Better Human Relations:
Informal communication saves the employees from tension. Freedom from tension helps the establishment of better human relations. This also affects the formal communication.
(4) Easy Solution of the Difficult Problems:
There are many problems which cannot be solved with the help of formal communication. There is more freedom in informal communication which helps the solution of difficult problems.
(5) Satisfying the Social Needs of the Workers:
Everybody wants good relations with the high officers at the place of his work. Such relations give satisfaction to the employees and they feel proud. But this can be possible only with the help of the informal communication.
DISADVANTAGES
(1) Unsystematic Communication:
This communication is absolutely unsystematic and it is not necessary that information reaches the person concerned.
(2) Unreliable Information:
Most of the information received through this communication is undependable and no important decision can be taken on its basis.
3. VERBAL COMMUNICATION
Verbal communication refers to the the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing.
Objective of every communication is to have people understand what we are trying to convey.
When we talk to others, we assume that others understand what we are saying because we know what we are saying. But this is not the case. usually people bring their own attitude, perception, emotions and thoughts about the topic and hence creates barrier in delivering the right meaning.
EXAMPLES OF VERBAL -
1. Meetings
Verbal communication occurs in meetings when participants share their ideas.
Effective meeting organizers clearly define their objective, such as whether the intent of the meeting is to make a decision, brainstorm ideas, approve a plan, communicate a change or get a status report.
At the beginning of the meeting, an organizer uses verbal communication to state the priorities of the meeting, the desired outcomes and the amount of time allowed to discuss each topic.
2. Workshops
Workshop organizers use verbal communication to direct the activities of participants. By providing clear instructions for group, the facilitator ensures a positive development experience.
For example, a leader describes the rules for participating a role-playing exercises, talks about the scenario and determines how long the activity takes. Using effective verbal communication, leaders guide participants in researching issues, solving problems, negotiating solutions and making decisions.
Verbal Communication types -:
- Oral Communication
- Written Communication
ORAL COMMUNICATION -
Oral communication implies communication through mouth.
It includes individuals conversing with each other, be it direct conversation or telephonic conversation.
Speeches, presentations, discussions are all forms of oral communication.
Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required.
Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust.
ADVANTAGES -
1. It is time saving :
- When action is required to be taken immediately it is best to transmit a message orally.
- If the executives work load is high then they stop writhing and by oral instructions they complete their message transmission and released their work load .
2. Cost is involved in any communication. When the communication is needed within the organization and if it and is completed in orally, it has not needed any paper, pen or stamp or computer. So it saves the money of the organization.
3. Speech is a more powerful means of persuasion and control. Therefore executives often prefer to transmit messages orally.
4. With the help of variations in the tone, pitch and intensity of voice, the speaker can convey shades of meaning. This factor also contributes to the effectiveness of oral communication.
5. The speaker can get immediate feedback on whether it is creating a favorable impression on the receiver or whether the receiver will protest or whether the receiver has receiver has clearly understood his meaning or is feeling perplexed or baffled and he can mold and adjust his message accordingly.
DISADVANTAGES -
2. Oral communication is less authentic than written communication as they are informal and not as organized as written communication.
3. Oral communication is time-saving as far as daily interactions are concerned, but in case of meetings, long speeches consume lot of time and are unproductive at times.
4. Oral communications are not easy to maintain and thus they are unsteady.
5. There may be misunderstandings as the information is not complete and may lack essentials.
6. It requires attentiveness and great receptivity on part of the receivers/audience.
7. Oral communication (such as speeches) is not frequently used as legal records except in investigation work.
WRITTEN COMMUNICATION -
It is an innovative activity of the mind. Effective written communication is essential for preparing worthy promotional materials for business development.
Effective writing involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences.
Also, writing is more valid and reliable than speech. But while speech is spontaneous, writing causes delay and takes time as feedback is not immediate.
ADVANTAGES -
- Written communication helps in laying down apparent principles, policies and rules for running of an organization.
- It provides ready records and references.
- Legal defenses can depend upon written communication as it provides valid records.
4. NON VERBAL COMMUNICATION
Nonverbal communication is the process of communication through sending and receiving wordless (mostly visual) cues between people.
TYPES OF NON VERBAL -
1. Facial expressions
- The human face is extremely expressive, able to express countless emotions without saying a word.
- And unlike some forms of nonverbal communication, facial expressions are universal.
- The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures.
2. Body movements and posture
- Consider how perceptions of people are affected by the way they sit, walk, stand up, or hold their head.
- The way a person move and carry themselves communicates a wealth of information to the world.
- It includes your posture, bearing, stance, and subtle movements.
3. Gestures
- Gestures are woven into the fabric of daily lives.
- Person wave, point, beckon, and use our hands when arguing or speaking animatedly—expressing ourselves with gestures often without thinking.
- The meaning of gestures can be very different across cultures and regions, so it’s important to be careful to avoid misinterpretation.
4. Eye contact
- Since the visual sense is dominant for most people, eye contact is an especially important type of nonverbal communication.
- The way to look at someone can communicate many things, including interest, affection, hostility, or attraction.
- Eye contact is also important in maintaining the flow of conversation and for gauging the other person’s response.
5. Touch
- We communicate a great deal through touch.
- The messages given by the following handshake touches are different : a weak handshake, a timid tap on the shoulder, a warm bear hug, a reassuring slap on the back, a patronizing pat on the head, or a controlling grip on your arm.
6. Voice
- It’s not just what you say, it’s how one say it. When one speak, other people “read” our voices in addition to listening to our words.
- It includes timing and pace, how loud one speak, tone and inflection, and sounds that convey understanding, such as “ahh” and “uh-huh.”
ADVANTAGES
1. Complementary:
Non-verbal cues complement a verbal message by adding to its meaning. One can pat someone you offended at the back as you say sorry to him or her.
2. Easy presentation:
Information can be easily presented in non-verbal communication through using visual, audio-visual and silent means of non-verbal communication.
3. Substituting:
Non-verbal message may substitute for the verbal message especially if it is blocked by noise, interruption, long distance etc. for example: gestures-finger to lips to indicate need for quite, facial expressions- a nod instead of a yes.
4. Accenting:
Often used to accent a verbal message. Verbal tone indicates the actual meaning of the specific words.
5. Help to illiterate people:
This type of communication use gestures, facial expressions, eye contact, proximity, touching etc. and without using any spoken or written word. So, it is very much helpful for illiterate people.
6. Help to handicapped people:
Non-verbal cues of communication greatly help in handicapped people especially to deaf people. Deaf people are exchange message through the movements of hands, fingers, eye ball etc.
7. Attractive presentation:
Non-verbal communication is based on visual, picture, graph, sign etc. that can be seen very much attractive.
8. Reducing wastage of time:
The message of non-verbal communication reached the receiver very fast. For this reason it reduces the wastage of valuable time of the communicator.
9. Quick expression of message:
Non-verbal cues of communication like sign and symbol can also communicate some messages very quickly than written or oral messages.
DISADVANTAGES
1. Vague and imprecise:
- There is no use of words or language which expresses clear meaning to the receiver.
- No dictionary can accurately classify them.
- Their meaning varies not only by culture and context but by degree of intention.
2. Multi-channel:
While watching someone’s eyes, one may miss something significant in a hand gesture. Everything is happening at once and therefore it may be confusing to try to keep up with everything. Most of us simply do not do so, at least not consciously.
3. Culture-bound:
Non-verbal communication is learnt in childhood, passed on to person by their parents and others with whom they associate.
A few gestures seem to be universal. All humans of all cultures smile when happy and frown when unhappy.
However, most nonverbal symbols seem to be even further disconnected from any “essential meaning” than verbal symbols. Gestures seen as positive in one culture (Like the thumbs-up gesture in the USA) may be seen as obscene in another culture.
4. Long conversations are not possible:
In non-verbal communication, long conversation and necessary explanations are not possible. No party can discuss the particular issues of the messages.
5. Difficult to understand:
Difficult to understand and requires a lot of repetitions in non-verbal communication. Since it uses gestures, facial expressions eye contact, touch etc. for communicating with others which may not be understandable for the simple and foolish people.
6. Not everybody prefers:
Everybody not prefers to communicate through non-verbal communication with others. Sometimes it cannot create an impression upon people or listeners. It is less influential and cannot be used everywhere. It is cannot be used as a public tool for communication.
7. Lack of formality:
Non-verbal communication does not follow any rules, formality or structure like other communication. Most of the cases people unconsciously and habitually engaged in non-verbal communication by moving the various parts of the body.
Communication that flows from a higher level in an organization to a lower level is a downward communication i.e communication from superiors to subordinates in a chain of command is a downward communication.
This communication flow is used by the managers to transmit work-related information to the employees at lower levels.
FLOW / DIRECTION OF COMMUNICATION
In an organization, communication flows in 5 main directions-
- Downward
- Upward
- Lateral
- Diagonal
- External
Communication that flows from a higher level in an organization to a lower level is a downward communication i.e communication from superiors to subordinates in a chain of command is a downward communication.
This communication flow is used by the managers to transmit work-related information to the employees at lower levels.
PURPOSE -
1. Employees require this information for performing their jobs and for meeting the expectations of their managers.
2. Providing feedback on employees performance.
3. Communicating the organizations mission and vision to the employees.
4. Specify communication objective .
5. Ensure that the message is accurate, specific and unambiguous.
6. Utilize the best communication technique to convey the message to the receiver in right form .
EXAMPLES-
- Organizational publications
- Circulars
- Letter to employees
- Group meetings
2. Upward Flow of Communication:
Communication that flows to a higher level in an organization is called upward communication.
PURPOSE -
1. It provides feedback on how well the organization is functioning.
2. The subordinates use upward communication to convey their problems and performances to their superiors.
3. The subordinates also use upward communication to tell how well they have understood the downward communication.
4. It can also be used by the employees to share their views and ideas and to participate in the decision-making process.
ADVANTAGES -
1. Upward communication leads to a more committed and loyal workforce in an organization because the employees are given a chance to raise and speak dissatisfaction issues to the higher levels.
2. The managers get to know about the employees feelings towards their jobs, peers, supervisor and organization in general. Managers can thus accordingly take actions for improving things.
EXAMPLES -
- Grievance Redressal System
- Complaint and Suggestion Box
- Job Satisfaction surveys
- Performance reports made by low level management
- Employee attitude surveys
- Letters from employees
- Employee-manager discussions
3. Lateral / Horizontal Communication:
Communication that takes place at same levels of hierarchy in an organization is called lateral communication, i.e., communication between peers, between managers at same levels or between any horizontally equivalent organizational member.
ADVANTAGES -
1. It is time saving.
2. It facilitates co-ordination of the task.
3. It facilitates co-operation among team members.
4. Diagonal Communication:
Communication that takes place between a manager and employees of other workgroups is called diagonal communication. It generally does not appear on organizational chart. For instance - To design a training module a training manager interacts with an Operations personnel to enquire about the way they perform their task.
5. External Communication:
Communication that takes place between a manager and external groups such as - suppliers, vendors, banks, financial institutes etc. For instance - To raise capital the Managing director would interact with the Bank Manager.
