Read the following passage and answer the question.
ABC Ltd. is a reputed company in Noida. Preeti is the Chief Operating Officer of the company. Besides the salary, the company gives its employees a rent-free house, free medical treatment and a canteen. Preeti fixes targets for her subordinates without discussing them and warns that strict action will be taken if a task is not finished on time. Her sales staff often fail to close deals because they do not know enough words to describe the products and leave out needed details, so customers do not understand what they mean. When the director came to know that the office surroundings were dirty, he issued a written order to the administration manager to get them cleaned.
When the director came to know that the office surroundings were dirty, he issued a written order to the administration manager to get them cleaned.
The director’s order is an example of:
Answer & explanation
Correct answer: option 2
The correct answer is Option (2) → Downward communication
Option (1) Upward communication — Incorrect. Upward communication flows from a subordinate to a superior, such as a progress report. Here the order goes from the director to a junior manager.
Option (2) Downward communication — Correct. Downward communication flows from a superior to a subordinate, for example ordering subordinates to complete an assigned work. The director is senior to the administration manager, so his written order flows downward.
Option (3) Horizontal communication — Incorrect. Horizontal communication takes place between one division and another, such as between the production and marketing managers. The director and the administration manager are at different levels.
Option (4) Informal communication — Incorrect. Informal communication does not follow the formal lines. A written order through the official line is formal.
NCERT (2026-27 Edition): “Formal Communication … Vertical communication flows vertically, i.e., upwards or downwards through formal channels. Upward communications refer to flow of communication from subordinate to superior whereas downward communication indicates communication from a superior to subordinate. The examples of upward communication are – application for grant of leave, submission of progress report, request for grants, etc. Similarly, the examples of downward communication include – sending notice to employees to attend a meeting, ordering subordinates to complete an assigned work, passing on guidelines framed by top management to the subordinates, etc. ” “Horizontal or lateral communication takes place between one division and another. For example, a production manager may contact marketing manager to discuss about schedule of product delivery, product design, quality, etc. …” |