Chapter 11: Communication

1. Contrast downward, upward, and lateral communication, and provide

examples of each.
Exam Q: What are the various directions of organizational
communication? Discuss and Explain.
Exam Q: Why type of communications is used by organizations for
directions, feedback and consultations? Explain and Discuss.
Exam Q: How do organizations communicate with their employees for the
directions, consultations and feedback? Explain in details. (03 Times)
Organizations use following three types of communication for directions,
feedbacks and consultations:
A. Downward Communication
B. Upward Communication
C. Lateral Communication
A. Downward Communication
Information flows from higher level (Supervisors) to lower levels
(Subordinates) in downward communication.
It is used to provide directions to employees.
For example: Policy Statements, SOPs, job descriptions, staff meetings etc.
It is typically used for four purposes:
i.
ii.
iii.
iv.

To explain standards.
To provide feedback.
To encourage participation of the employees.
To motivate or inspire the employees.

There are four important things to be kept in mind to avoid pitfalls in

downward communication:
i. Information may be garbled (distorted) on the way.
ii. Tone is very important. Avoid an overbearing and ironic (sarcastic) tone as
well as the one having artificial warmth or friendship.
iii. Downward communication must be clear in a way that higher management
desires, wishes, or required actions must be understood.
iv. Finally the downward communication must be based on mutual trust. If
either side doesnt trust the other, its prejudice (bias) will stand in the way
of true communication
Chapter # 1 Exam Notes

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B. Upward Communication
This means the flow of communication from subordinates (Lower Lever) to
their supervisors (Higher Level).
It is used to provide feedback to higher ups.
The most typical forms of upward communication are reports, memos,
meetings, and interviews.
It typically accomplishes three purposes:
i.
ii.
iii.

To report on activities or accomplishments of a person or a division.

To offer suggestions and opinions, and
To increase participation in management functions such as planning or
controlling.
Following are the pitfalls of upward communication:

i.

Employees try to conceal (hide) their opinions, ideas and problems from
supervisors.
Employees avoid honest opinions due to fair of punishment from seniors.
Lack of trust between employees and managers.

ii.
iii.

C. Lateral Communication
Communication between employees at the same hierarchical rank in same
or different areas or functions is called horizontal or lateral communication.
This flow of communication is becoming increasingly important as business
become more large, complex, and specialized.
It is used for consultation and coordination in between same or different
organization units and saves time.
There are three purposes of Lateral Communication:
i.
ii.
iii.

Communication between employees at same level.

Helps in better coordination among various functions.
Encourage teamwork.
Major blocks to lateral communication include:

i.
ii.
iii.

Departmental isolation,
Lack of time and communication opportunities, and
Jealously or rivalry between groups.

Chapter # 1 Exam Notes

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