Formal
communication is an organization operates downward (top down), upward (bottom
up) and horizontally.
All these lines of communication
must work effectively and efficiently to ensure the smooth functioning of the
organization. Communication at all levels should be supported by systems that
encourage trust and openness while allowing for confidentially if necessary.
Downward
communication (top down)
The purpose of information flowing
down from senior management in an organization is usually to instruct or inform
staff. It may be either verbal or written, but it should be clear. It can be
issues such as:
- Information about the
job to be undertaken
- Policies and
guidelines
- Performance appraisal
- Corporate goals and objectives
Examples
of downward communication are:
- Information sheets
- Memorandum
- Posters
- Corporate videos
- Pamphlets and
newsletters
- Emails
- Corporate/strategic
plans
- Meetings of senior management who then disseminate information to other staff members
Upward
communication (bottom up)
The
employee of an organization can communicate with management both formally and
informally. This communication may be either verbal or written.
It
flows upward from employees to supervisors or managers and can take the form
of:
- Suggestions for
improvement
- Grievance and
unresolved problems
- Feedback concerning
service or product issues
- Safety problems
- Performance reporting
Some
of the problems which exist with upward communication are that:
- Staff may be
reluctant to openly discuss certain problems in case they ‘rock the boat’
- Staff may feel that
management is not approachable and doe not care
- Staff may feel that they will be disadvantaged or punished for being outspoken
Ways
to overcome these problems are to:
- Keep communication
channels open all the time
- Encourage open
discussion of complaints and unresolved problems with management
- Resolved any problem
areas quickly
- Maintain management’s objectivity
Horizontal
Communication
Horizontal communication take place
between employees at the same level in the hierarchy, for example, managers
with managers and clerks with clerks. It generally involves workplace
coordination and cooperation in relation to such matters as planning, jobs,
solving problems and discussing a variety of work issues. A meeting is one of
the formal methods used to achieve horizontal communication.
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