CHAPTER15

75

FORMAL ANDINFORMAL
COMMUNICATION

LearningObjectives
Afer reading this chapter, you'llbe able to:
learn about formal and informal communication,
understand the structure of an organization,
learn the hierarchy within an organization, and
communication can flow.
* know the directions in which

Introduction
communicate a message in different ways. It depends on the requirement and the
We can official
Sometimes we communicate to meet our personal needs, and sometimes
purpose. 'modes of communication'. We can divide
requirement(s). These different kinds are called
them into the following kinds:
Formal communication
Informal communication

15.1 Formal Communication

communication for official purpose is known as 'formal communication. Generally, it
ne designations. It is carefully thought out,
between two or among more than two
es place communication is
organized and structured. The style and functioning of the
Pned,
formal channel which is determined and controlled by
Tue formal. It passes through the
 15.2
Legal English Language t Communication:Skil s
It
the higher authorities. It relates to the official activities of an organization. includes
presentations, face-to-face
messages, records, reports, letters, instructions,
orders,
CG lt Can be oral as well as written, It occurs not only between different hierarchical Jeval
be
meetings,
of an organization but can also
occur outside the organization. Hence, it can internal
as
well as external.
Communication within and outside an organisation is referred to as 'organisational
communication. It is necessary for the sustenance of an organisation. It takes place to
further the goals of an organisation. It links not only the components of an
but also links its internal world to the external world. But before the discussion on organisation
organisational communication, it is necessary to know about organization and its structure
Organization is an organized groupof people with aparticular objective. The objective can
be social as well as
commercial. All the people work together to meet the objective(s). The
Organization, established for social purpose, is known as "Socialorganization' whereas the
organization for business purpose is called 'Business organization.
No organization can function without employees. The
employees are appointed to meet
organizational goals. Each organization has its own in built hierarchical
employees are appointed at different hierarchical levels to perform their duties.system and
They can
be superiors, peers or subordinates.Each one worksfor a well
a state of constant touch with others. All of defined goal and remains in
them need to communicate with each other to
perform their tasks. Let us discuss each hierarchical level one by
one.
(a) Superiors: Every organization has a formal
higher ups to whom other employees report.reporting
For
system. Superiors are the
Managers,etc. They are at the higher level of the example, Chairman, Principal,
take decisions. They assign roles, organization and responsible to
to carry out different tasks. They responsibilities and authorities to the members
control
policies, take decisions, pass orders, and so on.organisational activities, formulate
Juniors can also Interaction
their need for information. with them depends on
problems and suggestions for improvement of the approach them to communicate
communication with them is formal. The organisation. Most of the
form of reports, letters, etc.; or communication be written, in the
oral, in the
can
meetings, etc. form of presentations, one-to-one
(b) Peers: Peers are the
but with different employees at same hierarchical level. They work at same level
departments
different departments. They
of the
organisation. For example, the Heads of
run the share information and coordinate with each
organization in a smooth way.
written, formal or informal: in the The other to
form ofcommunication
can be oral as well as
telephonic memos,
conversation or face-to-face interaction. reports, letters, meeting
(c)
Subordinates:
They report toSubordinates are the
their superiors and employees at lower level of the
carry out their orders. They organizatiou
communicate not
 Informal
and, Communication 15.3
Formal
only with superiors but also with other cmployees. The communication can be
oral as well as written: in the form of letters, reports, telephonic conversation,
face-to-face interaction, meetings, etc.
Every organization prepares a chart on which it indicates all the employees in
vertical order. It starts with highest authority and moves in downward direction.
The names with their designations are arranged according to their designations. It
is known as organisational chart'

Activity : 1
Prepare the organisational lchart of your college.

Communication connects different hierarchical levels of an organisation. The employees

erform different activities and need of communication becomes greater. Communication
between them.
is possible with a proper networking system even without direct contact
they
The employees communicate in different ways in different situations. Sometimes
communicate to meet their personal needs and sometimes official requirement (s).
This
Sometimes they communicate with external agencies for different reasons.
communication can be divided into the following categories:
15.1.1 Internal Communication
occurs
Internal means occurring within. Internal communication is the communication that
and so
within an organization. It takes place between employees, employer and employees, people
on. It is used to inform, motivate, educate, entertain, control, caution and instruct
be oral or
in the organisation. It is essential to achieve the organisational goal(s). It can
written, formal or informal. It can occur through e-mail, posters, staff-meetings, and
documents. It can mnove in any direction: vertical, horizontal or diagonal.
15.1.1.1 Flow of Communication
Communication is a multi-dimensional and multi-directional activity. Information flows
diagonal. On the
within the organization in different directions- vertical, horizontal and
basis of flow, communication can be classified as:
(a) Vertical Communication
There are different hierarchical levels in each organisation on which theemployees
Managing
work. Some of them are at higher level and some at lower. For example,
of them works for the
Director, Managers, Supervisors and Workers. Eachresponsibilities. But each
organization. Each has been assigned their duties and
his/her task. They
one is required to communicate with others to complete takes place
communicate either orally or in writing. The communication which Vertical
known as
between the persons of two different hierarchical levels is
15.4
Legal English Language &Communication Skill.
Communication. It includes both upward and downward movements. On the basis
of movement, the communication can be:

Principal
Downward Upward

Teacher

Downward communication: The communication which moves from higher

level to the lower level of the organization is known as Downward
Communication'. For example, message from the Principal to a teacher. The
purpose of downward communication is to comnunicate programs, policies,
procedures, instructions, orders, routine information, to the subordinates. It
can be oral as well as written. It can be in the form of notices,
memos, letters,
circulars, meetings, telephonic conversation, or face-to-face interaction.
Upward Communication: The communication which moves from lower level
to the higher level of the organization is known as Upward
For example, mesage from a teacher to the Principal. Its function Communication.
is to send
information, suggestions, proposals, complaints, and grievances, to the higher
authority. The purpose of upward communication is to keep superiors informed
about the progress of work, suggest measures for improvement,
the execution of orders, and create a feeling of difficulties in
participation. Upward communication is equally important belongingness through
as downward
communication. It helps the higher authorities to know how well its policies
have been understood by the employees. It can be oral as
be in the form of reports, letters, well as written. It can
telephone-call, face-to-face conversation, or so.
(b) Horizontal Communication

Head, Physics Head, Chem istry Head, English

Departm ent D
epartm ent Adm inistrative
Department Officer

Communication does not move only in upward and downward directions but also
proceeds in a horizontal manner and takes place among the
or status. The persons of
at the level of Professional peer groups equal ranks
communication
on same hierarchy is known as Horizontal or working
Communication.
among departmental Heads who are responsible for different It generally takes place
the organisation. For example, message from the Head of functional areas of
the Head of Chemistry department. It is also known as Physics department to
Lateral Communication
 Informal CCommunication 15.5
Formalland
or Sideward Communication.
C It promotes cooperation, coordination and
Teamwork. The main function of horizontal communication is to exchange
information, solve problems, maintain coordination among various departmnents,
and promotesocial relations. It is less formal and structured as comparedto upward
or downward communication. It takes the forrn of
It can be oral as well as written.
memos, letters, reports, telephonic conversation, or face-to-face interaction.
piagonal Communication
(c)
Head, Physics Head, Chemistry
Department Department

Lab staff Lab staff

Physics Chemistry

Each organization has set guidelines for its employees and they have to follow
them. Each employee needs to communicate with the person of other department
through thesuperior of his department. But, if an employee communicates directly
to the superior of other department, bypassing the superior of his own department,
the communication will be called 'Diagonal Communication. It cuts across different
functions and levels in an organisation. The communication between a lab staff of
Physics department and Head of the Chemistry department is an example of
diagonal communication. Diagonal communication takes place when a person
communicates with the other who is not only in other department but also at the
higher level, or vice versa. Increasing use of electronic mail has made diagonal
communication much easier. Any employee can communicate with another
employee, via e-mail, regardless of rank or status. This form of communication
deviates the normal chain of command hence it is quick and efficient. Diagonal
communication is also referred to as Crosswise, Radial or Circular
communication.

Activity:2
aentity which of the following actions is the activity of vertical communication and which one
of diagonal:
1ne Production Manager passes on instructions to the supervisor of the Production Division.
The English teacher talks to the lab assistant who works in the Physics department.
 Legal English Language e Communication Skills
15.6
15.1.2 External Communication the internal
connects not only components
The communication
of an
Organisational comn munication outside the organization. known as that an
takes place organization, is
financers,External
organization but also outside the
organisation does with people, people, like customers, competitors, public,
Communication. It addresses the as well as written. It is generally formal in
others. It can be oral
media, government, and
through letters, brochures, notices, telephone-calls, press releases,
nature. It can Occur
publicity films,advertisements, etc.
15.1.3 Personal Communication
for personal
communication which occurs among the employees ofan organization
The contain any official purpose. It ic
motive is called Personal Communication. It does not
informal in nature. It takes place between employees, employees and their families,emplovee
written. It can take theform ot
and the group to which s/he belongs to. It can be oral or
telephone calls or
personal letters, personal conversations, one to one meetings, pers onal
e-mails.

15.2 Informal Communication

The communication between individuals cr groups, which is not official, is known as

InformalCommunication. It consists of exchange of ideas and information resulting from
social interaction among the members of an organisation. It is completely based on informal
relations of the sender and the receiver. It exists on a larger scale, side by side with formal
communication. It is spontaneous and unplanned. No set of rules and regulations are
followed in this type of communication. It is free from all kinds of formalities. No formal
organizational chart is followed to convey messages. Any person can communicate with
any member of the organization, regardless of rank,
communication network works outside the official and formalposition or status. Informal
lines. The channel of informal
communication is known as grapevine.
15.3 Distinction between Formal and Informal
Communication
Formal Communication
Informal Communication
1. Formalcommunication is official. 1,
2. It is a slow moving Informal communication is unofficial.
process. 2. It is a fast
3. Its origin can be known
easily. moving process.
3.
It is, sometimes, difficult to find its
4
Responsibility of mistake can be origin.
fixed easily. 4.
Responsibility of mistake cannot be
fixed easily.
Formalanddinformal Communication
15.7
It is task oriented. 5.
5. It is people oriented.
It consists mainly of work-related 6.
6.
matters. It consists of work-related as well
as social messages.
7.
There is no space tor non-verbal 7. Non-verbal means can be used in
Means.
this type of communication.
8.
Message has authenticity. 8. Message has no authenticity.
9.
Message has accuracy. 9. There is no guarantee of accuracy.
10. Itspurpose is to achieve organis-
10. Its purpose is to satisfy personal
ational goals. needs.

11. It is orderly and systematic. 11. It is unsystematic and erratic.

12 It flows in fixed directions. 12. It can flow in every possible
direction.

Questions

1. Define different hierarchical levels within an organization.

2 In which directions can communication flow within an organization?