Lecture#7

COMMUNICATION IN THE ORGANIZATION

Communication is used extensively in the managerial functions of planning,
organizing, staffing, directing and controlling. Virtually every task that a manager
performs requires the use of communication in one form or another.

Downward Communication

Downward communication flows from people at higher levels to those at lower
levels in the organizational hierarchy. The primary function of downward
communication is to inform employees about things important to them such as:

Information about their jobs
Organizational policies and procedures
Feedback about their performance
Organizational goals and objectives

The types of downwards communication may include instructions, speeches,
meetings, announcements, memos, notifications, letters, hand-books, pamphlets,
company newsletters and periodicals, bulletin boards (notice boards) policy
statements, and procedures.

For downward communication some use written communication, others use oral
communication.

Why is this needed?

When employees receive appropriate downward communication from
management, they can be better motivated and become more efficient.
While the employees need clear job directions and safety rules, they also need to
know facts about organizational strategy, products, and viewpoints on important
controversial issues. Employees want to know about their benefits - health care,
insurance, promotions, pensions, training, work environment, retirement, etc. etc.
In a way the employees, through their collective pressure, force their employers to
be accountable for their decisions through effective downward communication.



Upward Communication

Upward communication travels from subordinates to superiors and continues up
the organizational ladder. Upward communication is extremely important, as upper
management needs to know specifically about:

Production performance, marketing information, financial data, what lower-level
employees are thinking, and so on.

The better the quality of information they receive, the more useful and effective it
will be in their decision-making efforts.

Unfortunately, this flow is often hindered by people in the communication link
who filter the messages and do not transmit all the information, especially
unfavorable news to their bosses.

Types of media used to direct information upward are reports, interoffice memos,
supervisor subordinate conferences, suggestion systems, and grievance procedures.
Upward internal communication is becoming increasingly important day by day.

Today many executives sincerely seek frank comments from employees, in
addition to the usual periodic reports. Successful managers listen closely to
opinions, complaints, problems, and suggestions especially when they are clearly
and effectively stated.

As a response to increasing global competition, some companies are developing
new management styles, which make input form employees an integral part of
important decisions affecting the company.

Lateral Communication

It includes horizontal flow of information, with people on the same or similar
organizational levels, and diagonal flow, with people at different levels who have
no direct reporting relationships.

The lateral communication is used to speed up information flow, to improve
understanding, and to coordinate efforts for the achievement of organizational
objectives.

Effective lateral communication between peers is essential in organizations to
solve problems, perform job duties, prepare for meetings, listening to and making
requests, writing notes and memos, and discussing and writing about projects.
Most lateral communication is of an oral nature, involving a conference between
the participants. In some instances the conference is conducted by telephone.