Classification of Communication

Communication may be classified into several categories on the following basis:

1. On the basis of Organizational structure or relationship:

a) Formal communication.

b) Informal

2. On the basis of How or direction:

a) Downward communication.

b) Upward communication.

c) Horizontal or lateral or sideward communication.

d) Diagonal communication.

3. On the basis of methods or media used or expression:

(a) Written communication.

(b) Oral communication.

(c) Gestural or non-verbal communication.

These categories of communication are illustrated in the following chart:

A. On the Basis of Relationship or Organizational Structure:

1. Formal Communication:

Formal communication is that which takes place through the formal channels of the organization structure
deliberately and consciously established by the management. It implies the flow of the information along
the lines of authority formally established in the enterprise.
Members of the enterprise are expected to communicate with one another strictly as per channels laid
down in the structure. For example, when the chief executive issues decisions and instructions to the
subordinates, there is a formal communication which flows downward. In the same manner formal
communication flows upward when the subordinate reports to the superior.

Such communications are generally in writing and may take any of the following forms:

(i) Policy manuals

(ii) Procedural and rule books

Members of the enterprise are expected to communicate with one another strictly as per channels laid
down in the structure. For example, when the chief executive issues decisions and instructions to the
subordinates, there is a formal communication which flows downward. In the same manner formal
communication flows upward when the subordinate reports to the superior.

Such communications are generally in writing and may take any of the following forms:

(i) Policy manuals

(ii) Procedural and rule books

(iii) Memoranda papers and orders

(iv) Official meetings

(v) Interviews, etc.

B. On the Basis of Flow or Direction:

1. Downward Communication:

Communication between a superior and subordinate is known as vertical communication. Vertical

communication may be downward vertical communication or upward vertical communication.
Downward communication means communication which flows from a superior to a subordinate. It
follows the line of authority from the top to the bottom of the organization hierarchy. Downward
communication is a must in any organization.

It is needed:

(i) To get things done;

(ii) To prepare for changes;

(iii) To discourage lack of understanding and suspicion; and

(iv) To let the members of the organization develop feeling of pride of being well-informed about all
organizational matters.

The important examples of downward communication are:

(i) Notices

(ii) circulars

(iii) Instructions

(iv) Orders

(v) Letters

(vi) Memos

(vii) bulletins

(viii) Handbooks

(ix) Annual reports

(x) Loudspeaker announcements and

(xi) Group meetings, etc.

2. Upward Communication:

Upward communication means the flow of information from the lower levels of the organization to the
higher levels of authority. It passes from subordinate to superior as that from worker to foreman, from
foreman to manager, from manager to general manager and from general manager to the chief executive
or the board of directors. It includes opinions, ideas, suggestions, complaints, grievances, appeals, reports,
etc.
Upward communication is very important as it serves as the feedback on the effectiveness of downward
communication. Management is able to know how well its policies, plans and objectives are followed by
those working at lower levels of the organization. It keeps the management informed about the progress
of the work and difficulties faced in performance. On the basis of upward communication, the
management revises its plans and policies and makes further planning.

Upward communication is needed:

(i) To create receptiveness of communication;

(ii) To create a sense of belongingness through active participation;

(iii) To evaluate the effectiveness of communication;

(iv) To increase morale of employees;

(v) To make improvements in managerial decisions :

(iv) To co-ordinate efforts and

(vii) To know ideas of each individual in the organization.

The important examples of upward communication are:

(i) Reports

(ii) Meetings

(iii) Interviews

(iv) Conferences

(v) Letters

(vii) Complaints

(vii) Suggestions

(viii) Surveys

(xi) Union publications and

(x) Grapevine, etc.

3. Horizontal, Lateral or Sideward Communication:

The transmission of information and understanding between people on the same level of organization
hierarchy is called the horizontal communication. This type of communication is also known as lateral or
sideward or crosswise communication. Usually, it pertains to inter-departmental communication, i.e. the
communication between two departmental managers working at the same level of organization or among
subordinates working under one boss.

Horizontal communication speeds up information and promotes mutual understanding. It enables the
managers working at the same level to exchange information and co-ordinate their activities without
referring all matters to the higher level of management. As shown in the diagram of Flows of
Communication, supervisor a will often communicate with supervisor B for coordination and integration
of various activities. Such communication is essential in all organizations.

The horizontal communication is generally of an informal nature. Whenever a departmental head requires
some information from another departmental head, he tends to contact him directly. However, this type of
communication can be oral or written.

4. Diagonal Communication:

The transfer of information between people who are neither in the same department nor on the same level
of organization hierarchy is called diagonal communication. For example, when the Assistant Marketing
Manager communicates with the accounts clerk directly, it is the case of diagonal communication. This
type of communication increases the organizational efficiency by speeding up information and cutting
across departmental barriers.

C. On the Basis of Media or Expression:

The term communication media refers to the medium used in the transmission of message and mutual
understanding. Words, pictures and actions are the media used for exchanging information and
understanding between different persons. The most important medium through which communication
takes place is the words. Pictures in the form of charts, models or blue prints and gestures such as smile,
silence, twinkling of eyes etc., are used to make the communication effective. The communication,
purpose, audience, qualities of the communicator and the situation must be considered in selecting the
media of communication.

The various media of communication have been studied as under:

1. Written communication

2. Oral communication

3. Gestural or Non-verbal communication.

1. Written Communication:

Communication through words, may be in writing or oral. Written communication implies transmission
of message in black and white. It includes diagrams, pictures, graphs, etc. Reports, policies, rules,
procedures, orders, instructions, agreements, etc. have to be transmitted in writing for efficient running of
the organization.

Written communication ensures that everyone concerned has the same information. It provides a
permanent record of communication for future reference. Written instructions are essential when the
action called for is vital and complicated. To be effective, written communication should be clear,
concise, correct and complete.
It may take the following forms:

(i) Reports

(ii) Circulars

(iii) Magazines

(iv) Manuals

(v) Memoranda

(vii) Newspapers

(vii) Pictures, diagrams, graphs, etc.

(viii) Agreements

(ix) Rule and Procedure books

(x) Orders

(xi) Instructions

(xii) Notice Boards, etc.

Improving Written Communication:

Written Communication may be improved by using the following tips:

(i) Using simple words and phrases

(ii) Use short and familiar words

(iii) Give illustration and examples, use charts

(iv) Use short sentences and paragraphs

(v) Avoid unnecessary words

(vi) Putting the things forcefully

(vii) Appropriate style suiting the message.

Advantages of Written Communication:

(i) It ensures transmission of information in uniform manner, i.e. everyone concerned has the same
information.

(ii) It provides a permanent record of communication for future reference.

(iii) It is an ideal way of transmitting lengthy messages.

(iv) It ensures little risk of unauthorized alteration in the messages.

(v) It is the only means of exchanging information at distant places even beyond telephonic range,

(iv) It tends to be complete, clear, precise and correct.

(vii) It can be quoted as a legal evidence in case of any disputes.

(viii) It is suited to convey message to a large number of persons at one and the same time.

Disadvantages of Written Communication:

(i) It is expensive.

(ii) It is time consuming.

(iii) It becomes difficult to maintain secrecy about a written communication.

(iv) It is rigid and does not provide any scope for making alterations for inaccuracies that might have
crept in.

(v) It is very formal and lacks personal touch,

(vi) It encourages red-tapism and involves so many formalities.

It may be interpreted in a different manner by different people.

It often becomes lengthy, when messages are conveyed in writing.

2. Oral Communication:

Oral or verbal communication implies the conveying of message through spoken words. It is face to face
communication between individuals and includes communication through telephone, intercom and public
speech, etc. In every organization, a great deal of information is exchanged orally and it is generally
preferred to written communication. Theo Haimann pointed out, “the human voice can impart the
message with meaning and shading which even long pages of written words simply cannot convey.” The
important feature of oral communication is that real meaning is conveyed by manner or tone of the voice
or the facial expressions of the communicator and the communicate.

It may take the following forms depending upon the need and situation:

(i) Face to face talks.

(ii) Telephonic conversation,

(iii) Interviews.

(iv) Meetings,
(v) Lectures.

(vi) Conferences,

(vii) Symposiums.

(viii) Radio talks, T.V. and cinema shows,

(ix) Joint consultations,

(x) Announcements, etc.

Advantages of Oral Communication:

(i) It is less expensive or economical as compared to written communication.

(ii) It is quicker and saves in time.

(iii) It is more effective than written communication.

(iv) It establishes a personal touch and leads to greater understanding.

(v) Misunderstanding or doubts can be removed then and there.

(vi) Immediate reaction, motivation or response of the receiver can be taken,

(vii) It is more flexible and the messages can be changed to suit the needs and response of the receiver.

(viii) It provides as the only means of conveying messages in times of emergencies.

Disadvantages of Oral Communication:

Oral communication has the following limitations or drawbacks:

(i) It is less reliable.

(ii) It is influenced by self-interest and attitude of the people.

(iii) Oral communication has the tendency of being distorted.

(iv) It provides no record for future reference.

(vi) It is not suitable for lengthy message.

(vii) It does not provide sufficient time for thinking before conveying the message.

(vii) It has language problems, one may mean to convey something, but due to his way of speaking, it
may convey something else.

(viii) It cannot be used to communicate with people scattered over distant places.
3. Gestural or Non-Verbal Communication:

Communication does not mean merely written or oral messages. It includes everything that may be used
to convey meanings from one person to another, e.g., movement of lips or the wink of an eye or the wave
of hands may convey more meaning than written or oral words. Expression through body parts is known
as gestural or non-verbal communication.

It includes facial expression, movement of lips, wink of an eye, nodding of heads, movement of hands, a
sense of humour or a mere silence, etc. Gestural communication is also known as ‘Gesticulation’ and is
frequently used as a supplementary method of communication. It helps of make communication effective.

Selecting a Suitable Media of Communication Oral vs. Written:

It is very difficult to say which of the two types of media, i.e., written or oral is a better technique of
communication. Both have merits and limitations. But, in general, verbal communication is more
effective media of conveying ideas, feelings, suggestions, information, messages, etc. However, as a
matter of fact, no organization can depend entirely upon one method as both are complimentary to each
other.

Written communication may be preferred to convey lengthy messages to a large number of persons
scattered over distant places and where the information is required to be repeated for purposes of
repetition and record. Oral communication may be the only available method to be used to convey
emergency messages and where personal touch is required. Oral messages may be supported by gestures,
demonstrations, etc. to make communication effective.