Businesses thrive on communication for efficiency, productivity and accomplishment.
When the right information is passed from the right designation in the organization, it promotes positivity and clarity.
Formal channels of communication, the officially assigned paths for information flow, exchange messages like letters, instructions, reports, training programs, interviews and more among the employees.
These channels are planned, disciplined and regulated by the organization and are associated with the organization structure. Information may flow from top to bottom level when announcements and decisions need to be shared or from bottom to top to communicate complaints and feedback to the management.
Depending on how the information flows within the organization, there are several different types of internal communication methods.
In this guide, we take a closer look at the different directions and channels of communication that we can generally find in any establishment.
Vertical, Horizontal & Diagonal Communication – A Complete Guide
All the communication taking place within an organization is categorized as vertical, horizontal and diagonal.
Vertical communication is the flow of information between the managers and lower-level employees to help them exercise control over the company and improve co-ordination. It allows management to decide what information flows throughout the organization.
Horizontal communication, on the other hand, is when the flow of information is between employees on the same level in the organization. This type of communication helps share information and ideas between colleagues. It also helps ensure co-ordination among departments and promotes a sense of understanding.
While these two forms of communication are unidirectional, diagonal communication is a multi-directional communication that involves the use of several methods including horizontal, upward and downward. In either case, the best approach is to go by the 7Cs of Communication for optimized results.
It is healthier for the company as it allows the employees to provide complete expertise and knowledge as compared to single directional communication that limits the potential.
Routes Of Communication In An Organization
Communication within an organization can take one of the four routes – downward, upward, lateral and diagonal. The exact direction in which the information flows depend on the nature, size and structure of the organization.
In traditional or established organizations, most of the information flows in a vertical direction, either upward or downward. However, for start-ups, information often flows diagonally or horizontally.
Downward Communication
This is when the managers and supervisors share information with their subordinates in the company.
Downward communication does not involve response unless included as a part of the message.
The best example of this type of communication is an announcement of a new employee or a notice of a merger. Some other kinds of downward communication include videos, podcasts, blogs and speeches.
Some other kinds of downward communication include videos, podcasts, blogs, speeches, and newsletters created using email newsletter software.
The most popular type of communication in this form is the everyday directives given to the employees by their managers. They can be verbal or even in the form of handbooks and manuals.
This kind of communication generally delivers information that updates the people about important changes, goals and strategies, coordinate activities, improve consumer relations or give feedback.
Upward Communication
When the information passes from lower-level employees to their superiors with the help of collaboration tools, it is called upward communication.
An example of this route is a supervisor reporting to a department head.
Some of the most common types of information shared through this mode include complaints, budget estimates, suggestions, progress reports, project proposals and more.
A downward communication, at times, requires an upward response, like a manager asking for a replacement recommendation.
Today, managers aim to encourage voluntary upward communication in the organization without having to ask. To make this possible, some companies even organize contests and give away rewards for creative ideas and suggestions.
Another example is the installation of hotlines to let the company members report illegal, unethical or harmful activities anonymously. Ron Shapiro, founder of Shapiro Negotiations Institute, highlights the importance of upward communication in organizations: Effective upward communication allows for a free flow of valuable information from employees to management, fostering a culture of transparency and trust.
Just as negotiation skills exercises enhance dialogue and understanding, encouraging upward communication ensures that employee insights and concerns are heard, leading to better decision-making and a more cohesive workplace.
Lateral & Diagonal Communication
Lateral communication is often termed as the backbone of any organization. It is also known as horizontal communication and generally takes place between departments at the same level in the organization.
It is important for sharing information, ideas and thoughts between colleagues and even facilitates coordination between departments. While this form of communication usually suits large enterprises, it can be easily implemented by small and medium scale organizations.
Diagonal communication, on the other hand, refers to the exchange of information between different levels within an organization.
It takes place between employees without any consideration of the hierarchy or reporting chain. It generally happens as informal conversations aimed to improve inter-departmental coordination and boost employee morale.
While lateral communication aims to coordinate activities between departments, diagonal communication intends to pass instructions from superiors to subordinates.
Lateral communication facilitates clarification, mutual understanding, relationship and coordination among departments while diagonal communication fosters the relationship between different levels of employees, reduces the workload and motivates the workers.
There are risks like rivalry and hostility with horizontal communication, diagonal communication can damage careers and create trust issues if the employee fails to inform his superior of the arising problems.
It can also give rise to unhealthy competition and wastage of time in the organization.
Benefits of upward communication, and external communication
Upward communication refers to the flow of information from lower-level employees to higher-level management or leadership within an organization.
When it comes to business communication, there are two main types of communication within the same hierarchical level: lateral communication and horizontal communication.
Lateral communication refers to the exchange of information between individuals or departments at the same hierarchical level within an organization. This type of communication can be important for coordination, problem-solving, and sharing of knowledge or resources.
Horizontal communication, on the other hand, refers to communication that takes place between individuals or departments that are not in a direct reporting relationship. This type of communication can be important for collaboration, innovation, and the sharing of best practices across the organization.
Both lateral and horizontal communication can be important for effective business communication. Lateral communication allows for coordination and information sharing within a department or team, while horizontal communication allows for collaboration and innovation across the organization.
However, it's important to note that communication flows within the same hierarchical level can also present some challenges. For example, lateral communication can sometimes lead to conflicts or competition between departments or individuals, while horizontal communication can sometimes result in confusion or miscommunication if there is not a clear understanding of roles and responsibilities.
To address these challenges within an organizational communication flow, it's important for organizations to establish clear communication protocols and channels, provide training and support for effective communication, and foster a culture of collaboration and teamwork across the organization.
This type of communication is important for a number of reasons and can provide several benefits, including:
- Increased employee engagement: When employees feel that their voices are heard and their ideas are valued, they are more likely to be engaged and invested in their work.
- Improved decision-making: By gathering input and feedback from employees at all levels, organizations can make more informed and effective decisions.
- Identification of issues and opportunities: Upward communication can help to identify potential problems or opportunities that may have gone unnoticed otherwise.
- Increased transparency: When information flows freely in both directions, it creates a culture of transparency and trust within an organization.
- Improved employee satisfaction: When employees feel that their concerns are heard and addressed, they are more likely to be satisfied with their jobs and the organization as a whole.
- Enhanced innovation: Upward communication can foster a culture of innovation and creativity by encouraging employees to share their ideas and suggestions.
Overall, upward communication can have a positive impact on organizational culture, employee engagement, and performance.
By creating channels for employees to share their thoughts, ideas, and feedback with management, organizations can create a more inclusive and collaborative workplace environment.
Vertical and Horizontal Communication – How They Differ?
The two main forms of communication in any organization are horizontal and vertical.
While horizontal communication refers to the exchange of information between employees, departments and teams within the same level on the organization structure, vertical communication is the information transmission between various levels.
Purpose
The main difference between the two types of communication lies in their designated purpose. When an organization operates with horizontal communication, it aims to achieve the coordination of activities of different departments.
When used effectively in a workplace, this type of communication can improve productivity by smoothening problem solving, conflict resolution, collaboration and information sharing.
On the other hand, the purpose of vertical communication system is to exercise control over the information flow and decision making.
When this form of communication happens in a downward direction, it often includes decisions, orders and instructions while upward flow consists of opinions, feedback and suggestions from the employees.
Information Flow and Medium
The flow of information in horizontal communication is between people of the same rank in the company while vertical communication has information flowing from superiors to lower-levels and vice-versa.
Moreover, a vertical form is generally more formal in nature as compared to horizontal.
Another difference lies in the medium used for communication.
While horizontal communication is often done orally, vertical type of information flow mostly happens in the form of written media like policies, handbooks, manuals and more.
Distortion
When the information is conveyed through horizontal communication, it is generally free of any distortion.
However, the information passed through vertical communication can be affected by distortion, specifically when conveyed orally.
It is possible that the information is altered by the personality, body language and nuances of the speaker.
Length and Nature
As horizontal communication involves just the sender and receiver of the information, the communication channel is shorter.
Vertical communication, on the contrary, generally passes through a longer channel as it goes from directors to the managers and then to the subordinates.
Moreover, a horizontal form can need a response at times while vertical communication is often one-way and the superior may not expect a response.
Disadvantage
When information is passed through the horizontal communication method, there is a danger from rivalry or hostility between people.
It is possible that the information gets intentionally hidden by some managers that think they should not share it with others.
In the case of vertical communication, it is difficult to hide the information in this way because the movement is slow and reaches the lower levels after a few days.
Intention
Messages shared through horizontal communication intend to coordinate tasks, solve issues, resolve conflicts and encourage collaboration.
On the other hand, a vertical communication channel aims to use the information for addressing complaints, explaining vision, mission or strategy, invite suggestions and introduce new regulations.
Horizontal Communication Examples
The best example to understand horizontal communication is the managers discussing about coordination of different departments.
Vertical communication can be best explained as the directors asking their managers to implement specific measures.
Horizontal Communication Advantages & Disadvantages
Let us take a look at some of the main advantages of horizontal communication.
Informal relationship
As it is the communication system of the same status level, they can easily exchange ideas, thoughts and knowledge. This gives rise to a friendly, informal relationship.
Co-ordination
To achieve the organizational goals, it is important that departments maintain co-ordination which is a part of horizontal communication.
No misunderstanding
Horizontal communication has minimum chances of misunderstanding among employees. It helps the management improve mutual relationships and co-operation.
Dynamism
With this type of communication, there is an increased dynamism among employees.
Satisfaction
A big advantage of horizontal communication is improved job satisfaction in the organization. With a favorable atmosphere and upliftment of the morale, it changes the way employees feel about their jobs.
Prevention of message distortion
As horizontal communication occurs among same level employees, information is passed directly between employees. This way, it prevents the messages from getting distorted or misinterpreted.
Quick problem solving
This type of communication allows speedy transmission of messages and helps solve any issues within the organization.
While there are several advantages of horizontal communication, it has some drawbacks as well.
Time wastage
This type of communication involves too much sorting thereby wasting the time of higher-level employees.
Overload of information
As information is less processed in this communication, it requires sorting through too much of data, leading to overload.
Over specialization
When organizations lack uniformity within departments, the problem of specialization generally occurs. Overspecialization can result from horizontal communication when different procedures are used by different departments.
Conflict
When different levels of the organization don't co-operate well, there are chances of conflicts. Rivalry and hostility can sometimes rise to an extent that people start hiding information intentionally from the other party.
Lack of coordination
As same level members exchange information, there is a lack of communication and co-operation with other levels in the hierarchy.
Low motivation
Sometimes, the members are not motivated enough to make the extra effort horizontal communication needs. This can make it a failure.
Reduced productivity
Organizational members may not be willing to put in the additional effort, wasting valuable time of managers and lowering the overall productivity.
Horizontal Communication
Horizontal communication often happens between the department heads in the organization who are responsible for decision-making. The heads constantly interact with one another to ensure the smooth function of the entire company.
To understand this form of communication, consider an organization where the head of the sales department always makes sure there is sufficient stock available for the sales team to take customer orders. This means he should keep communicating with the stores manager to assure this. The stores manager, in turn, remains in constant touch with the finance head to ensure that all orders are paid on time.
Further, the finance department head follows up with the collection head to make sure there is enough capital available for the needs of the purchase department. This type of communication taking place between employees in the same level within the organization is known as horizontal communication.
How to Foster Diagonal Communication in the Workplace
By now, you understand the benefits and challenges of diagonal communication.
To make it truly effective, organizations must put in place practical systems, policies, and cultural changes.
Below are four expanded strategies that leaders can adopt to strengthen effective workplace communication across levels and departments.
1. Create Clear Guidelines for Diagonal Communication
Since diagonal communication bypasses traditional reporting lines, it needs structure to prevent confusion.
Start by drafting formal communication guidelines that spell out what kinds of information can and should be shared between departments. For example, customer data, financial details, or confidential HR matters may need stricter controls, while project updates and feedback should flow freely.
The guidelines should also promote the use of inclusive, respectful, and plain language to reduce misunderstandings across departments with different cultures or terminologies.
Encourage practices like active listening and constructive two-way feedback so employees feel their voices matter. To ensure adoption, involve both managers and frontline staff when drafting these rules. Distribute early drafts, collect suggestions, and adjust the final version so it reflects real-world needs.
When employees feel ownership over the rules, they are more likely to use them. Over time, guidelines become a shared reference that builds consistency and trust across the organization.
2. Prioritize Written Over Verbal Exchanges
One of the biggest risks of diagonal communication is misinterpretation, especially when conversations happen casually or verbally. For this reason, most diagonal communication should happen in writing.
Emails, company intranet platforms, or workplace chat applications provide a permanent record that reduces ambiguity. This record also allows managers to stay in the loop without needing to be present in every conversation.
Having a documented history of diagonal communication helps resolve disputes, track decisions, and identify emerging communication patterns. For example, usage records may reveal that one department frequently raises the same issue with another, signaling a systemic problem.
By encouraging employees to document communication, you gain insights into how collaboration is actually happening across your organization. These insights can then feed back into refining your communication guidelines.
A culture that values written exchanges doesn't replace verbal discussions but ensures clarity when decisions, instructions, or customer-related details are involved.
Ultimately, it reduces errors, strengthens accountability, and provides data leaders can use to continuously improve collaboration.
3. Consolidate Communication Channels
Too many communication tools can overwhelm employees and dilute important messages.
When diagonal communication occurs across multiple apps — such as email, personal messaging apps, and project management platforms — it becomes harder to track conversations and decisions.
To avoid confusion, it's best to centralize communication on a single platform.
An integrated tool — for example, an intranet or digital workplace platform — allows employees to engage in horizontal, vertical, and diagonal communication in one place. This ensures consistency, easier monitoring, and faster responses. It also helps employees avoid the frustration of switching between tools or losing track of discussions spread across different platforms.
From a leadership perspective, consolidating channels makes compliance, reporting, and oversight more manageable.
Security risks decrease because fewer external apps are used, while training employees on one system is simpler and more cost-effective.
By keeping diagonal communication within a single platform, you not only reduce noise but also foster more focused and purposeful collaboration.
4. Build a Culture of Openness and Collaboration
The most important factor in successful diagonal communication is culture.
Even with strong guidelines and technology, diagonal communication will fail if employees don't feel safe reaching out to leaders or colleagues outside their immediate teams.
Organizations must foster a culture of openness, inclusivity, and trust.
Start by breaking down silos. Encourage leaders to be approachable and to model cross-department collaboration.
Celebrate employees who take the initiative to share ideas across levels, and create recognition programs that highlight teamwork. Perform a culture audit to identify barriers, such as rigid hierarchies or a lack of transparency, and use the findings to design targeted improvements.
When employees feel they belong to a collaborative workplace, they are less hesitant to raise issues or contribute ideas outside their department.
This not only improves diagonal communication but also drives innovation, employee engagement, and stronger organizational performance.
Over time, a collaborative culture ensures that diagonal communication isn't just tolerated but becomes a natural and valuable part of the workplace.
Real-World Case Study: Diagonal Communication in Action
A mid-sized healthcare provider in the UAE struggled with delays in patient care because frontline nurses found it difficult to escalate issues to managers in other departments. Communication was siloed — nurses reported only to their direct supervisors, and cross-department collaboration rarely happened.
The organization introduced an intranet platform with role-based communication guidelines and trained staff to use written diagonal communication for urgent patient updates. Nurses could now directly message doctors, lab managers, or even IT staff when systems failed, all within a secure, centralized platform.
The result was a 30% reduction in response times for urgent requests and a noticeable improvement in staff morale. Employees reported feeling more empowered to act in patients' best interests, and managers gained clearer visibility into bottlenecks across departments.
This case demonstrates that diagonal communication, when structured and supported by technology, can transform workflows, reduce delays, and build stronger collaboration across teams.
Conclusion
Any modern business setup needs an organizational structure to develop and implement effective communication.
A regulated flow of information between different structural positions in the organization helps the company overcome the challenges like language differences, unhealthy relationships and inefficient business processes.
Communication processes differ from one organization to another.
However, vertical, horizontal and diagonal communication modes are integral to any establishment for smooth operation and productivity of the company as a whole.