Office Management and Administration

Types of Communication

Communication is the process of exchanging information, ideas, opinions and feelings between two or more persons through a common medium. It is generally classified into the following types:

1. On the basis of direction (flow of communication)

• Downward communication: Message flows from a higher level to a lower level — orders, instructions, circulars, policies, directives. It is used to give instructions and explain organisational objectives.
• Upward communication: Message flows from a lower level to a higher level — reports, suggestions, grievances, applications. It keeps top management informed about the actual situation at the operating level.
• Horizontal (lateral) communication: Exchange of information between persons or departments of the same level — coordination between production and sales departments. It promotes teamwork and coordination.
• Diagonal (crosswise) communication: Message flows between persons of different levels and different departments — e.g. a junior accountant writing to the marketing manager. It saves time and speeds up work.

2. On the basis of medium or expression

• Formal communication: Communication through the officially established chain of command — memos, notices, reports, meetings. It is systematic and authentic but slow.
• Informal communication (grapevine): Communication outside the official channel — informal talks, gossip, rumours. It is fast and satisfies the social needs of employees, but may spread inaccurate information.

3. On the basis of expression

• Verbal communication: Through words — oral (face-to-face talk, telephone, meeting) and written (letter, report, e-mail).
• Non-verbal communication: Without words — body language, gestures, facial expression, tone, symbols, charts.

4. On the basis of number of parties

• One-way communication: Only the sender sends the message; the receiver does not give feedback.
• Two-way communication: Both parties send and receive messages and give feedback to each other.

Importance of Two-Way Communication in an Organisation

Two-way communication is that communication in which the receiver gets the opportunity to respond, ask questions and give feedback to the sender. Its importance in an organisation is as follows:

1. Feedback and clarity: The sender comes to know whether the message has been understood in the same sense in which it was sent. Misunderstanding and confusion are removed.
2. Better decisions: Upward flow of information, suggestions and grievances helps management take correct and timely decisions.
3. Improved human relations: Employees feel that their opinions are valued, which builds trust, morale, loyalty and a sense of belonging.
4. Effective leadership and motivation: A leader who listens as well as speaks can guide, encourage and motivate subordinates more effectively.
5. Reduced conflict and grievances: Doubts, complaints and rumours are settled at the source, so disputes, strikes and labour problems are minimised.
6. Smooth coordination and control: Instructions go down and reports come up, which keeps all departments and levels coordinated and enables effective control.
7. Higher productivity: When employees clearly understand what is expected of them and their problems are heard, errors, wastage and rework are reduced, which raises efficiency and productivity.
8. Adaptability to change: In a changing environment, two-way communication helps the organisation obtain quick feedback and adjust its plans and policies accordingly.

In short, one-way communication only "informs", whereas two-way communication "understands and involves". Hence two-way communication is the backbone of sound organisational management.