9609 · 7.2.3
Channels of communication flashcards
Revision flashcards for Cambridge 9609 Channels of communication (syllabus 7.2.3). Flip, recall, then mark a real past-paper question.
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Downward channel?
Top to bottom — orders, targets, company news.
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Upward channel?
Bottom to top — feedback, problems, ideas.
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Horizontal channel?
Same level across departments — e.g. marketing ↔ operations.
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Grapevine?
Unofficial informal network; spreads fast, may distort truth.
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Why upward blocked?
Fear of blame, autocratic culture (7.2.4).
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Functional silo problem?
Weak horizontal communication between departments (7.1.2).
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Use grapevine positively?
Official news early and honestly reduces false rumours.
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Matrix organisation?
Needs strong horizontal + diagonal project communication.
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What is downward communication?
The flow of information from senior management down the hierarchy to subordinates. It is used to issue instructions, explain policies, and provide feedback.
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What is the main purpose of upward communication?
To provide feedback from lower-level staff to management. It enables employee participation, informs decision-making, and allows for the reporting of results and grievances.
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Define horizontal (or lateral) communication.
Communication between employees at the same level of the hierarchy, but often in different departments. It is vital for coordination and problem-solving.
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What is the 'grapevine' in a business context?
The informal communication network within an organisation. It is an unofficial channel that quickly spreads information, gossip, and rumours among staff.
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Identify one advantage and one disadvantage of the grapevine.
Advantage: Information spreads very quickly and it can build a sense of community. Disadvantage: It is a major source of inaccurate information and rumours, which can damage morale.
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What is 'information overload'?
A barrier to communication where recipients are given too much information to process effectively, leading to confusion and inaction.
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How can a business measure the effectiveness of its communication channels?
Through metrics like staff turnover rates, employee satisfaction surveys, number of grievances, speed of problem resolution, and analysis of project delays.
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What is a 'functional silo'?
A breakdown in horizontal communication where different departments or functions fail to share information, leading to poor coordination and inefficiency.