Q.In an organisation all the employees take things easy and are free to approach anyone for minor queries and problems. This has resulted in everyone taking to each other and thus resulting in inefficiency in the office. It has also resulted in loss of secrecy and confidential information being leaked out. What system do you think the manager should adopt to improve communication?

The situation described is a classic case of informal communication (often called the grapevine) taking over the entire organisation. When employees freely approach anyone for any query, without any defined structure, communication becomes haphazard. This leads to two major problems: inefficiency (because time is wasted on casual, unstructured talk) and loss of secrecy (because sensitive information spreads uncontrollably through the grapevine).

To fix this, the manager should introduce a formal communication system. Formal communication follows the official chain of command — information flows through designated channels (e.g., from superior to subordinate, or through official memos, reports, and meetings). This ensures that:

• Queries and problems are directed to the right person, reducing unnecessary chatter.
• Information is documented and controlled, preventing leaks of confidential data.
• Work becomes more efficient because everyone knows whom to approach for what. …

The scene you describe is a classic case of an organisation where informal communication has run wild. When every employee feels free to walk up to anyone — the CEO, a colleague from another department, the office assistant — for every minor query, the result is a tangled web of chatter. This is what management textbooks call the grapevine: an unofficial, person-to-person network that carries information quickly but often inaccurately. In your example, the grapevine has become the main highway, and it is causing two serious problems: inefficiency (because people spend too much time talking instead of working) and loss of secrecy (because confidential information leaks through these unguarded channels).

The NCERT textbook on Business Studies (Class 12) explains that formal communication is the official flow of information that follows the chain of command — that is, the hierarchy of authority in the organisation. In a formal system, a junior employee does not directly approach the managing director; instead, the message goes through the supervisor, then the department head, and so on, step by step. This structure is deliberately designed to prevent the chaos you describe.

So what should the manager do? The answer is to introduce and enforce a formal communication system. This means:

• Establishing clear channels: Define who reports to whom. Every employee must know their immediate superior and the proper route for queries, approvals, and information sharing.
• Using written communication for important matters: Circulars, memos, notices, and official emails create a record and reduce the chance of rumours or leaks.
• Holding regular, structured meetings: Instead of random hallway chats, schedule team meetings and departmental briefings where information is shared officially. …