3

Flow of Communication

Objective
By the end of this chapter you should have learnt about:
o Flow of Communication
OFormal and Informal Communication
o Personal, Social and Business Communication
o Intra-personal, Inter-personal and Group communication

Introduction
Communication in an organization can be both formal and informal, but
in majority of cases within an organization the communication is formal
and patterned
be it Internal-operational or External-operational.
1. Vertical communication: Vertical communication consists of both
upward and downward communication in an organizational
communication chain - that is, communication between the superiors
and the subordinates within an organization's hierarchy. For smooth
functioning of an organization, there should be a balance between
superiors communicating to the subordinates (Downward) and the
subordinates communicating to the superiors (Upward).
.Downward communication: InDownward communication, the
information flows from the superiors to the subordinates, in terms
of instructions, advice, orders, etc. This kind of communication is
very usual within an organization for disseminating routine
information, asking for reports, and clarifications, etc. It can take
place in the form of emails, memos, face to face interactions,
telephone conversations, etc.
Upward communication: In Upward communication, the
subordinates communicate to the superiors - in the form of
(2 Communication Skills: Theory. and Practice

reports, explanations sought, findings and recommendations, etc.

Apart from explanations, recommendations, etc. upward
communication can also be significant in an organization as it can
help in participative decision making. Human Resource Managers
of different organizations often ask for information regarding job
satisfaction, etc. from employees for smooth functioning of the
organization.
2. Horizontal/Lateral Communication: Horizontal or Lateral
Communication is communication between employees who are at
the same hierarchical level in an organizational hierarchy. When
the administrative head of an institution communicates with the
head of the finance of that institution, then it is an example of
Horizontal or Lateral Communication. Horizontal or Lateral
Communication facilitates coordination across different departments
of an organization. Although it is advantageous to an organization in
some respects but it can also have a negative impact as the top level
in the hierarchy may not be aware of all these communication which
may create a problem or conflict.
3. Diagonal Communication: In Diagonal Communication, the flow
of communication is in all directions and it cuts across an
organization's hierarchy, making it quick and efficient. With the use
of emails as a form of formal communication, diagonal
communication has become prevalent in organizations.

Activity 1
Write a note on "Flow of Communication within an Organization'.
Make an Organizational Chart to show the difference between
Horizontal, Diagonal and Vertical Communication.

Communication Networks

Though communication happens in vertical, diagonal and horizontal

directions, yet many patterns of communication do evolve which are
termed as communication networks. In most organizations,
communication is usually structured or patterned as haphazard
communication leads to confusion and hampers the flow of work and
progress of the organization. Most communications are patterned in an
organization, yet some communication happens outside the specified
pattern at an informal level, which is known as informal communication
Flow of communication (2s)

or Grapevine. Thus communication happens within an organization at

the formal and the informal levels and each has its own importance.

Formal Patterns/Networks
The formal patterns or networks in organizations can be categorized into
five divisions:
Chain Network: In Chain Networks the members of the network
communicate through intermediaries who relay the messages to the
top.
Y Network: In a Y network, the member at the fork of the "Y" is the
central person.
Wheel Network: In Wheel Networks, individual members
communicate with the central member separately. The central
member is a superior authority who controls all the communication.
Circle Network: In Circle Networks, members communicate with
the person next to him or her. Therefore one member can
communicate with two. In this kind of network, there is no central
figure; hence it is a kind of egalitarian network.
All Channel Network: In all channel networks, as the term suggests,
all the members have the freedom to communicate with anyone he
or she wants to communicate with. Therefore fast exchange of
information can happen in this network.
(D)

(A)
Circle
All Channel
Chain (Star)

Wheel Y-Pattern
 Communication Skills: Theory and Practice

These are the primary networks that the formal channels of

communication follow in which messages and information pass through
well-defined paths. These networks are predetermined in an organization
as they clarify the roles and relationships of the members of the
organization. They also chart out functional units, interpersonal
relationships, delegation of work and authority, making it easier for the
organization to perform its work and meet its goals.

Activity 2
What are the different formal networks of communication within
anorganization?
The Advantages of formal channels of communication are -

In patterned communication, the message becomes effective and

work becomes smooth as the person knows from where the message
or information is coming and what it means in terms of its impact
on the organization.

In it
as
formal communication the messages and information is credible
comes from designated authority and therefore members take
it seriously and respond accordingly.

It
is considered to be the proper channel.

In formal networks, the sphere of authority and responsibilities is

fixed leading to a harmonious working environment.
Asthe communication follows the organizational hierarchy, therefore
it has accountability. Information sent in this network can be verified
for its credibility. Consequently, the sender of a wrong information
can be tracked down very easily.
Though formal channels of communication have certain advantages, yet
they also have certain disadvantages;
.Because of excessive formality in formal communication, the warmth
of communication is missing and consequently it is dry and
distancing for the members communicating.

.There is no free flow of information as only the necessary information

is passed down.
Flow of communication

Communication is very slow as the proper channel and protocol

needs to be followed. Sometimes this may lead to.bureaucratic red-
tapism.

It
is also an expensive means of communication.

Activity 3
In most organizations the communication policy emphasizes on
downward communication where information, order, messages pass
on from top to bottom. But some organizations also prefer a balance
between upward communication and downward communication.
Why do they think so?

Informal Communication or Grapevine

Though members of an organization communicate at a formal level, but
that does not satisfy the human hunger for interaction and building
interpersonal relationships. We all tend to communicate personally with
some members of our organization beyond our professional obligations.
Hence, there is a need for informal communication, also known as
Grapevine. Mostly informal communication is oral and undocumented,
often based on hearsay or personal impressions. In some cases, grapevine
can be misused for sprearling rumours and inauthentic intormation.

Grapevine Chain
Keith Davis (1980) points out that there can be four possible configurations
of Grapevine -
Types of Grapevine Communication

Single Strand Chain Gossip Chain Probability Chain Cluster Chain

 Communication Skills: Theory and Practice

(D

Probability
Single Strand (each tells the other) (each randomly tells others)

A
Cluster (some tell selected others)

Gossip (one tells all)

Single Strand Chain - where information passes from A to B and

then B from C and so on. In this case there is very little chance of
verification of information.
Gossip Chain - where person A sends information to all others in
the group.
Probability Chain - where person A sends information randomly
without specifically choosing a recipient of the message.
Cluster Chain - Person A sends message to B and C and each of
them then conveys it to a cluster of others. The sender is selective
about the receiver when s/he sends the message, and then the receiver
takes up the role of the sender and sends it to multiple people.
Flow of communication 29

As mentioned, the Grapevine can be misused in the following ways -

.The information passed on or circulated can be inaccurate and
sometimes can have a malafide intention.
Messages can easily be distorted as there is no written document
for reference.

.It is usually difficult to find out the origin of the message as

information is anonymous, often leading to spread of rumours.
Although there are many disadvantages of grapevine, yet it can also be
effectively used by organizations as

The channel is speedy and spontaneous

It is primarily an oral medium and consequently inexpensive.
The network is multidirectional and therefore the flow of
information is flexible.

It
can be used as an important feedback channel.
.Grapevine can also help in participatory decision-making.

It
can be used as a parallel channel by organizations to complement
the formal channel.

.It can help in building interpersonal relationships within an

organization and hence can create a harmonious work environment.

Activity 4
Grapevine helps in participatory decision making. Think of an
example when Grapevine helped in taking a decision within your
college.
1. Write short notes on -
(a) Grapevine
(b) Listening
(C) Organizational Communication
(d) Non-fluencies
(e) Sign Language
2. Differentiate between -
(f) Verbal and Non-verbal Communication
(g) Formal and informal Communication
(h) Internal and External Communication
 Communication Skills: Theory and Practice
(30

Summary
In this chapter, the following things ideas have been introduced:
.Within organizations, communication can flow vertically, horizontally
and diagonally.
Within an organization along with patterned formal communication
networks, there is an informal network (Grapevine) and both have
their own advantages as well as disadvantages.

For Further Reading

Choudhary, Soumitra Kumar et al, (2008) Business English, Pearson,
New Delhi.
Halder, Deb Dulal, Anjana Neira Dev, Prerna Malhotra, (2012)
Technical Writing: Theory and Practice, Book Age Publications, New
Delhi.
Kaul, Asha, (2012) Effective Business Communication, PHI Learning
Private Limited, New Delhi.
Malhotra Prerna, et al. (2015) Business Communication, BookAge
Publications, New Delhi.