Transcript Dimensions of communication

•Within the organization communication may flow
downward /upward/horizontally or diagonally
•Downward occurs whenever messages flow from top of
the organization through various levels to the bottom of the
organization
•Types of downward communication
1.Job Procedures/instructions:-direction of what to do or
how to do the things-The performance appraisal must be
completed by 1st of December 2008(instruction)
2.Job rational:-Explanation of purpose of doing a task in a
certain way-We ensure that subordinates complete their
self assessment and are ready for their assessment
Downward communication
 The problems
-when communication passes through various
hierarchical channels it gets distorted by the time it
reaches the targeted person
-sender different level of understanding than the
receiver
-receiver interprets the message differently and is not
what the sender intends
-very often in practice communication hindered by the
recipient not having the ability to understand the
communication
Downward communication
 The message may also be insufficient or unclear
-example-communication quoting the location of the
meeting without any instruction how to find the
location
 The message could be too big to be fully understood in
the time available
-example a manager attempting to explain too much of
a complex task at a time- result may be
confusion/worst exasperation
-message passes through many channels –will get
delayed or lost
 These problems do not undermine the importance of
the downward communication
Upward communication
 Messages flowing from subordinates to superiors are
termed as upward communication
 “We will have the job done by tomorrow ”-is a reply to
an enquiry from the boss
 “I have figured a way to perform this task in a shorter
time” –suggestions for improvement from
subordinates to superiors
 “I am getting frustrated I have been working in the
same job for over a year now & want more
responsibility”-subordinates feelings to the boss
Upward communication
 Upward communication is important because it helps
the top management in knowing about
 -attitudes/behaviour/opinions/activities/feelings of
the employees on the job
 On the basis of such knowledge and information the
management may improve its behaviour/introduce
motivational plans /improve controlling functions
 Subordinates get an outlet for their
grievances/suggestions and opinions
-The employees feel that they are contributing towards
the goals of the organization
Upward communication
 Despite the importance of upward communication
employees find it difficult to participate in it
-Being frank with superiors can be risky-when the news is
not what the boss wants to hear
 Busy superiors may also be too occupied to pay attention to
employees
 Responsibility to make the upward communication
successful is with the managers/They begin the process
and announce their willingness to hear
 -open door policy/grievance procedure/periodic
interviews/group meetings/suggestion scheme
 Informal channels-effective if managers will genuinely
value the ideas
Horizontal & Lateral
 This is a communication between persons of the same
hierarchical level
 The main objective of this type of communication is to
co ordinate the efforts of different but related activities
 It is between members of the same division of an
organization/in the same department/co workers on a
construction project-the contractor cell calls the
personnel department to verify & certify the
contractors payment
 Examples“-Lets go together this afternoon and set up a
production schedule”-task coordination
HORIZONTAL
 “It takes a week for my unit to get reports from yours
how can we speed things up”-problem solving
 “Tax relaxation are being offered by the government in
the coming budget let us wait till that”-information
sharing
 “I heard that you were complaining about my work to
the boss If you are not happy I wish you would tell me
first”-conflict resolution
 I liked the way you solved the conflict –building
rapport
Horizontal
 Horizontal communication helps in coordinating the
activities of different departments at the same level
-The departmental heads may sit together and thrash
out problems /wastage of time /money/labour and
materials
 The main problem is the difference in approach and
vision of different functionaries who look at things
from their own angles
Diagonal/Spiral or Crosswise
 Diagonal communication cuts across functions and
levels in an organization
-when a supervisor in the credit department
communicates directly with a regional marketing
manager-who is in a different department and also
higher level in the organization
-Why would individuals resort to diagonal
communication?
-Answer is efficiency and speed/new bonus scheme
-In some situations by passing vertical and horizontal
channels it expedites action and prevents others from
being used merely as a mediator between sender &
receiver
Diagonal
 Increased use of electronic mail system in
organizations has made diagonal communication
much easier
 Major problem with this form of communication
-it departs from the normal chain of command
-to minimize the communication gaps most diagonal
communication also encompass a vertical
communication to superiors /subordinates who may
have been bypassed
Conclusion
 Communication is required at every level from every
direction depending upon situational need
 Formal network channel facilitate the flow of
information in every direction –
downward/upward/horizontal and diagonal
 Although communication along every dimension
entails its own merits and problems
 We cannot do without any of them