Channels of Communication

A channel is a means through which communication is transmitted. A transmitter may have the
message and prepare it well, but if the correct channel of communication is not chosen, then he
might not achieve his purpose of communication.
Organisation have an uphill task of ensuring that they use the appropriate channels. They must
educate their employees on the need to follow the correct channels as well as let them know the
channels the organisation recognizes.

Organisation Chart
An organisation chart is a diagram that depicts the structure of an organisation in terms of
relationships amongst personnels or departments. It is a chart that contains a horizontal or
vertical tree and contains geometric shapes to represent staff or division. The lines that connect
the shapes indicate relationships between the positions. It indicates the formal structure of a
business or a company. Most often a rectangle represents a person, position or department.
The chart depicts the hierarchy in organisation with the top rectangle depicting the top most e.g.
CEO, President etc. Underneath this comes high level managers and such succeeding levels
include subordinates of the line above.
Lateral position indicate relationships between departments on the same level of hierarchy in the
organisation.

Example of Organisation Chart

Personal Assistant
Purposes of Organization Charts
a) It portrays the type of organisation and defines the sphere of authority for the supervising
staff.
b) It show the various departments, departments sectors and their relationship to one another
c) It is useful when explaining to new members of staff, the type of organization they are
working in and their position in it.
d) It shows the chain of command hierarchy and delegation of authority.
e) It portrays the span of control.
f) It acts as a starting point when the organization of the firm in being alone
g) It helps to ensure task are completed/ accomplished.
h) It provides for communication and authority.
i) It helps define areas of responsibility within the organization.
j) Provides reference points for the handling of various functions.
k) Helps to establish a line of communication for employees to making it easy or possible
for comments, questions and ideas to flow easily from anywhere within the organization.
To someone in authority to act on information effectively.
l) It helps to ensure effective interaction and helps to minimize time wasted by information
moving through the company in a disorganized manner.
m) It helps establish a working chain or line of authority. Co-operations often require
responsible persons placed at various points in the structure to ensure tasks are handled
properly and in accordance with company by laws.
n) By granting specific levels of authority all along the co-operate structure including
making persons accommodative, other persons for their competency in exercising
authority. It provides a check and balance system on an even keel[level].
Advantages of Organization Charts
a) Responsibility for work at different levels is clear.
b) The lines of communication both upward and downward are indicated.
c) The co-ordination among the various departments improves the efficiency of the
organisation and so productivity is increased.

Disadvantages of Organization Charts

a) That chart indicates that the responsibilities of different levels have been divided on
permanent basis. It becomes difficult to in cooperate new changes.
b) Formal Organization Charts do not recognize informal lines of communication and
influence that are quite vital in many business settings.
c) The decisions are made by some authorised personnels only. It becomes difficult to make
decisions in some cases. The delay can be costly to the organization.
d) The rivalry amongst different departments may be harmful to the organization due to
fevoritism of one office.
e) They encourage individuals to have a very narrow view of their jobs, they are therefore
not responsive to change; that lacks flexibilities.

Forms of Organization Charts

This refers to how an organization chart is put or presented on the piece of paper. An
organisation chart may be drawn horizontally or vertically; these are the different forms. e.g.
Vertical;
Horizontal;

This chart gives the line of command from left to right.

It is important to note that communication in using the organization chart flows in an upward
vertical, downward vertical, or horizontal manner. If communication flows from down to up, is
usually in the form of; seeking for clarifications, giving suggestions, making complaints, making
enquiries, giving information, consultation.
Communication from up to down; that is from senior to junior is usually in the form of
instructions, orders, advice, seeking suggestion, passing information, motivation etc.
Horizontal communication is done among people of the same level, they usually consult,
enquire, exchange notes, remind etc.
This kind of communication uses the chain or line of commands. It is dictated by hierarchy.

Channels of Communication
The Grapevine
In every organization their operates a informal line of communication called grapevine. It is
defined as gossip spread through spoken word.
Unlike formal communication which follow a finite, predetermined directions. It follows no line
nor any definite rule, but spreads like a grapevine in any direction anywhere and spreads fast.
It is quite normal for a group of people working together to be interested in one another and talk
about appointments, promotions, retrenchments even domestics affairs like the estranged
relations of any employee with his wife or romantic involvements of another. Mostly this is
supposed to be a secret, but some people derive great pleasure from gathering such information
and transmitting it to others i.e. the leaders who control the grapevine. The slogan for spreading a
rumour is ‘don’t tell anyone’ after transmission. Obviously the recipient will forward the
information and repeat the slogan.

Sources of Grapevine in Organisation

a) Loud telephone conversations
b) Loud voices in an office of people arguing
c) Documents left lying carelessly around
d) Danger; suspension, demotion or transfers
e) Absence of defined communication structures
f) Bad interpersonal relationships

How the Grapevine operates

Within the organization communications chains wire. The chain used by formal communication
may be very rigid following the chain of command “authority”. The chain used by the grapevine
tends to be very flexible.
Their are four different structures that appear to dominate the grapevine network namely;
a) The single stand chain: this is a simple concept to follow, A tells B, who tells C, who tells
D and so on. Each person passes the information onto to the next person. The longer are
strand, more distortion and filtering affects the information being passed on the last
person may get a message quite different to the first. Most inaccuracies occur.
b) The gossip chain: in this illustration: A simply tells everyone who he comes into contact
with. The pattern is considered to be slow in passing information.
c) The probability chain: In this case A makes random contact with F and C and passes on
the information. They in turn randomly contact other in accordance with laws of
probability, some hear the information and some don’t. In this structure there is no
definite pattern of communication. Information is randomly to anyone willing to listen.
The transmitter is mostly likely outgoing and talkative in character.
d) The cluster chain: here A contacts B and F who may work with him. They may tell three
or other people who they have close contact with.
The most prominent pattern is the cluster pattern. Selectivity is the basis of this pattern. In any
organization individuals will generally feel more comfortable with some fellow employees than
with others and therefore only relay information to those in their informal social group.
Gossip; Probability

B F
E J
D
F
C
A G
A
C

G D H
B E
H

Single Stand Chain ; Cluster; L

E
E

D D K

A
C C
J

B
F B

A G
Classification of Rumours
There mainly two types;
1. Spontaneous rumours
2. Remediated rumours
Spontaneous Rumours- these appeal during periods of stress and there in an atmosphere of
anxiety, mistrust, repression of utter chaos. These rumours die as soon as they became irrelevant
Remediated Rumours- as might expected they are often planted for machiavellain reasons;
using clever but immoral methods to get what you want. It is more relevant in highly
competitive environments and is usually planned in advance.
The grapevine usually carries rumours. Such rumours can be concerning any practice or policy
of the company or about any person in the organisation. Rumours can be divided into 4
categories.
Wish fulfilment or Pipe dreams- This expresses the wishes and hopes of those that spread the
rumours and there are the most positive as they help stimulate the creativity of others. Often
solutions to work problems are as a result of employees verbally expressing desires for change.
The improvement sometimes results in improved efficiency for certain departments within the
organisations.
Anxiety or Boogie rumour- this comes from employees fears and anxieties causing general
uneasiness among employees e.g. during budget crunch or slash in budget. In this case
employees still verbally express their fears to others. These rumours are sometimes damaging
especially if they are about lay-offs. They require formal rebuttal from management [refutal].
Aggressive or wedge drivers rumour- the majority of rumours fall into this category. Wedge
drivers divide groups and destroy loyalties. They are motivated by aggression or even haired.
They are divisive and very negative rumours. They tend to be demeaning a company or
individual and can cause damage to the reputation of others.
Home-stretches- these are anticipatory rumours. They occur after employees have been waiting
a long time for an announcement.

Importance/ advantages of the grapevine

A safety valve- talking about promotions, transfers offers employees emotional relief. This is
because employees become apprehensive or anxious when such things happen or about to
happen.
Organization solidarity and cohesion- The existence of the grapevine proven that employees
are interested in their associates. The very fact that they talk among themselves helps promote
organization solidarity and cohesion. If well used the grapevine may even raise the morale of
workers.
Supplement to other channels- All information cannot be transmitted to the employees through
the official channels. If there is some useful information unsuitable for being transmitted through
official channels, it can be transmitted through the grapevine.
Quick transmission- the grapevine has a remarkable speed. Rumours they say spread like fire in
the bush.
Feedback- the grapevine provides feedback to the management. It enables them to know what
the subordinates think about the organization and various activities.

Demerits of the grapevine

Distortion- it is subject to distortion. It respects, body and can prove quite harmful to the
organization or individual.
Incomplete information- grapevine information is usually incomplete. As a result, it is likely to
be misunderstood or misinterpreted.
Damaging Softness- the softness with which the grapevine transmits formation may be
damaging.

Channels of Communication Consensus

Definition- consensus may be defined as an opinion that everyone in a group will agree with or
accept.
The concept of consensus in quite familiar in the political sphere. It is useful particularly to avoid
controversy. If a leader or his vice is to be elected, it is important to get consensus from those to
be served by the loud leader so that the leaders are not made or become objects of controversy. In
this way, clashes are avoided and the dignity of the high office is preserved.
In business set ups, it is always desirable that when a board meeting is held, decision should be
assured at through consensus . When decisions are made unanimously, it helps to project a good
image of the organisation among employees and all stakeholders.
Consensus does not mean that everybody is in an agreement, it simply means that majority of the
people are or subscribe to a particular view which al members are wiling to accept in the interest
of the enterprise.

The Consensus Process

It involves consultation. The CEO plays a significant role in heading a conversation and tabling
ideas to be discussed.
How to use the grapevine effectively
Because of the damaging effects some grapevine is ale to produce, some managers are highly
suspicious of it and want to stop it completely. The truth of the matter is that the grapevine
cannot be stopped from operation. It can effectively be used in the following ways.
a) The management should try to spot the leaders. Then should try to find out those who are
more active on the grapevine and keep them well informed so that harmful rumours do
not reach the employees.
b) The grapevine should be used to feel the pulse of the employees. If dissatisfaction is felt,
the management should find ways to divert problems.
c) If there is any false rumour, the management should immediately use the official channels
to contradict and drop the fears of employees.
d) If the workers are associated with decision making, the rumour mongers will be
automatically frustrated.

Advantages of Consensus
1. Members often find it easy to accept the decisions since they are taken after consultation.
The consensus process is often brought about to bring about agreement between the
parties involved.
2. It helps project an image of unity and harmony in the organization. The employees
develop confidence in their superiors and their morale is drastically increased
3. Unnecessary and undesirable conflicts and splits are avoided – cohesions are enhanced.

Disadvantages of Consensus
1. A member with a different opinion is forced to subscribe to the vies he does not hold. If
sensitising views are continually stuffled, discontent will and may be blow up.
2. The process of consensus is an accommodation of interests, it at times leads to collusions
amongst members who are loyal to one another. This is conspiracy and it may be
disastrous in the long term.
3. At times if the process takes place through consultation with subordinates, some
employees may feel like their boss is incompetent leading to occasional loss of respect.
Principles of effective Communication
The principles of communication are those scientific aspects which must be taken into account in
all media of communication. Those aspects are clarity, completeness, consensus, consideration,
courtesy and correctness, consistency as well as coherence.
These principles help to make various forms of communication e.g letters, memoranda, reports,
representations etc more effective. Although principles are of fundamental importance and
relevant to all media, they are most important to written media.
It is important to understand the significance of language as a medium of communication before
looking at the above principles.

Importance of language as a tool of communication

Language is inseparable from almost every human activity. It is the central instrument of all
education. Through language;
i. Knowledge and skills are acquired in both written and unwritten from.
ii. It is a creative power through which we do our thinking, therefore it is a vehicle of
thought.
iii. It helps make us what we are and helps us to determine the level on which we establish
relations with other people as it has important social implications. It therefore gives us
ideas.
In any language set up there are traditional rules and regulations to what the speaker must
conform if he is to communicate effectively. There formal grammatical elements that uses rules
as well as informal elements of a lighter more imaginative kind that are varied and modified at a
more personal level. Grammar rules can however be modified with time.

Words
It is essential to know as many words as possible because words hep us to say precisely what we
mean to say. While communicating in any language, it is important to observe clarity and avoid
being ambiguous. Avoid the following;
(a) Misuse of words
(b) Exaggeration
(c) Use of foreign phrases
(d) Repetition
(e) Use of cliches
(f) Unfamiliar idiomatic expressions
 (g) Communication in circles [circumlocution]
(h) verbosity
(i) Ambiguity
Remove the ambiguity in the following sentences;
 The principle was as anxious to please the students as the staff.
 If the baby does not like milk, boil it.
 Walking through the town, the streets look deserted.
 The piano is of offered for sale by ladies with carved oak legs.
 I would be glad if you let me know the number of children attending classes before the
end of the month.
 The speakers for next week will be found pinned on the notice board.

Principles of Communication
Clarity- this refers to the clarity of thoughts and expressions.

Clarity of thought
The communication process starts with the generatin or conception of an idea in the mind of the
transmitter. Alot of clarity is essential at this pont fot if the begginig is fuddled, it will mess the
entire comm process.
The transmitter must be clear about three parts
1. What is the objective of the comm?
2. What is to be communicated?
3. Which medium is the most appropriate?

a) Clarity of expression
The receiver learns about the massage in the transmitters mind through coded messages. If
encoding faulty, the message may be misinterpreted, Care should be taken during encoding since
most messages are transmitted through words. The transmitter should be careful of the meaning
of the organization of words. It is important they use i.e. simple words that are short against
pompous and heavy words.
Use concrete expressions
The create images that are easy to register, be factual other than vague e.g. “Goods will be
dispatched on 2nd July” instead of “Goods will soon be dispatched”
Avoid jargon
Special languages of a tradition, profession or field of study.
b) Completeness
This is the completeness of facts. Incomplete comm irritates the receiver. If wrong actions follow
an incomplete message it may prove expensive. If for example if you are answering a letter make
sure you have answered all the questions. Check fir the ‘five W’ questions i.e. What? Where?
When? Why? Who?
c) Conciseness
Comm should be short and precise. Lengthy messages loose the focus and the attention of the
receivers. Conciseness refers to economizing of words. Use fewer words without loss of
meaning. The messages should therefore be short and well-organized, yet include all the relevant
facts.
d) Consideration
Consider the receiver by adding the you-attitude. Focus should be on the receiver and not the
writer. Write from the readers point of view, avoid ‘is’ and ‘we’ e.g. “we have four different
saving schemes” is focused on the writer. Instead write “You have a choice of four saving
schemes”. Emphasize on positive pleasant facts if you have to say ‘no’, be courteous.
Negative- “It is very unfortunate that your payment was received too late”
Positive- “It was kind of you to send in payment for you order on April 5th, however….”
e) Courtesy
We need to create friendliness with out clients when we write to them. Friendliness can not be
separated from courtesy. The following should be observed;
1. Ensure the letters promptly communicate. If you aren’t able to respond immediately, alert
the transmitters.
2. Omit irritation expressions
3. Apologise sincerely for an omission and thank generously for a favour. This should be
done promptly to show you are sincere.
f) Correctness
Give correct facts and send them in the correct language. Transmit messages only after
ensuring they are correct.
 Send your messages at the correct time and respond at the right time too. Outdated
information is useless. Outdated information is useless. Comm is an expensive process so correct
timing will help reduce wastage of time and money. Choose to comm at a time that is more
effective.
Send your messages in the correct style [adaptability principle]. You must adapt your
message to the needs of the receiver by considering his or her educational background, width of
his vocabulary, specialize knowledge on the subject etc Avoid using jargon language to a layman.
g) Coherence
Ensure you maintain a reasonable connection or relation between ideas, arguments, paragraphs
etc. The link between the paragraphs should be coherent so that one is able to follow the flow of
thought.
h) Concreteness
base your communication on facts. A factual process will be taken more seriously as opposed to
that are not factual. If actions and documents are made on information that has no proof, be quite
detrimental to organisations.
i) Consistency
Communicate with consistency. Do not vary your tone and style, ensure you maintain the system
of the communication. If a letter make sure it is courteous regardless of misgivings you my have
about the receiver.