As an alive individual, we have to act a number of different roles which requires from us different characteristics and qualities. But one of the indispensable character which is so important for us is communication. Without an effective way of communicating, we can not get things done whether it is a small problem. It is estimated that about 80% of human problems derives from misunderstanding which in my opinion is the miscommunication.
Besides the flow of information through the standard channels, in every organization a flow of informal information also exists. In an army as well as in business there are many invisible informal information channels which are important for the mutual understanding and co-operation. Informal contacts between colleagues are a countermeasure against the ubiquitous bureaucracy. When there is a positive atmosphere, employees often take the initiative to redress a situation. In this way many mistakes are spontaneously fixed. Frictions and problems are quickly spotted and rectified.
Management should stimulate these informal communication channels because it is impossible to cover everything by means of procedures. Good managers understand this and will try to keep these channels open or even create them, like Montgomery did (see case The Phantom System).