Important for any other organization. Provides guidance on how communication can be conducted. Important for health care providers. Without documentation, procedures can be repeated.

1. COMMUNICATION
CHANNELS IN
ORGANIZATIONS
By
Chris Chimzimu
Malawi College of Health Sciences – Blantyre Campus

2. COMMUNICATION CHANNELS IN
ORGANIZATIONS
• Organizations depend on teamwork, to achieve
team work communication is used.
• Good communication builds teamwork by:
• permitting two-way communication
• unifying group behavior
• Communication in organizations uses both formal
and formal channels

3. FORMAL CHANNELS
Formal channels are supposed to be used for official
information. There are two types of formal channels
• Vertical
• Horizontal

4. VERTICAL CHANNELS
• between top and lowest levels
• often via impersonal methods
• less opportunity for feedback

5. Downward flow
• Downward flow of communication is from superiors to
subordinates.
• In this; communication of tasks and job instructions ensures
efficient reporting thereby completing the communication
cycle. Senior
Management
Middle
Management
Lower
Staff

6. Upward flow
• Upward flow of communication is from subordinates to
superiors. This allows management to obtain feedback to
assist in decision-making. Senior
Management
Middle
Managemen
t
Lower
Staff

7. Horizontal flow
• Horizontal flow of communication is the communication
between or among people of the same status or positions.
• In this flow there is no fear of status difference therefore
communication is relaxed and easily comprehensible.

8. HORIZONTAL CHANNELS
• people on the same level
• often via interpersonal methods
Marketing
Manager
Productions
Manager
Human
Resource
Manager

9. INFORMAL CHANNELS
• Exists in all organizations
• Can be both positive and negative
• Information passes quickly
• Can clarify message from formal channels
• Provides for employees’ social needs
• Messages can be distorted, abbreviated, exaggerated, or
completely inaccurate

10. Grapevine
• Grapevine is informal communication characterized by
rumour.
• (Grapes ignore the stakes when climbing up in search of
the sun). This helps management to evaluate existing
communication systems. In this kind of channel there is
no record of what has been shared therefore rendering
it to rumour.

12. Open-door policy (by passing)
• Open-door policy (by passing) is a policy in communication
where managers or superiors give subordinates freedom to
communicate certain issues directly without following
bureaucracy. Important information is communicated to
management which can assist in evaluating policies.

13. Diagonal and Gate keeping
• Diagonal is whereby individuals of different positions
from departments communication with each on official
issues. This happens when the immediate supervisor in
one’s department is not there and advice is sought
from the one who has similar position with one’s
supervisor but from a different department.
• Gatekeeping is the tendency of withholding
information that is being sought by others. An example
is a situation whereby a nurse would have the
information but would not give it to reporters and
would insist that the reporter should speak with the
hospital director.

14. DOCUMENTATION
• Communication in the health service provision is
done through documenting the information in
health passbooks or passport.
• Documentation is important because it is a way of
communicating amongst health workers.
• Documentation is defined as a process of recording
information

15. IMPORTANCE/PURPOSE OF
RECORDING
Recording the information is of paramount
importance for the following reasons:
• Documented information of a patient record
communicates the care and patient’s
progress to all members of the health team
• The provider can gather assessment data
through documented information, e.g.
current status and progress towards goals.
Review of patient charts may indicate
whether patient is responding to treatment
or not.

16. • Recorded patient’s information can provide
guidance on care required by each patient.
• Education: patient record can be used for training
of staff on signs and symptoms of some diseases
and their treatment.
• Legal documents: the patient record can be used in
court to disapprove or prove on the quality or
quantity of care given to the patient