Effective business communication development 3

© SUGIHARTO, SH.MM GICI Business School

Presented by

Sugiharto, SH. MM

The Information

Flows in The

Organization


Formal Network Flow in an Organization

Downward Communication

Supervisor to employee

Upward Communication

Feedback to downward

communication

Horizontal

Communication

Interaction between

organizational units on

the same hierarchical

level Progress reports

Ideas / suggestion

Feeling / attitudes

Policies and procedures

Organizational ‗s goals

and strategies

Works assignment

Employees

development

Coordination of interrelated

activities and problem

solving efforts


MANAGER

SUPERVISOR A SUPERVISOR B SUPERVISOR C

ASSISTANT A WORKER B1

WORKER C2

WORKER C1

WORKER C4

WORKER C3

WORKER B2

WORKER B3

WORKER A1

WORKER A2

WORKER A3

Vertical communication

Horizontal communication

Network communication

Business Communication by Krizan, Merrier, Logan and

Williams, 7th edition © 2008, Thomson, South Western


Vertical communication

as the ―chain of

command.‖

Messages flow

upward or

downward along a

path referred to

Reports

Proposal

Policy

Statements

Plans

Directives

Instructions


message flow occurs

between workers or units of

comparable status who need to

share data or coordinate

efforts.

Horizontal communication

Network communication

information flows freely among

those who have a link that goes

beyond the participants‘ role or

unit within the organization

Regardless of the direction in which it flows,

communication may have a formal, an informal,

or a serial pattern.

In this section, formal and informal refer to the

nature of a communication, not the writing or

speaking style used to convey a message.


Pattern Of Business Communication

It can be written (memo, report,

policy) or oral (speech, meeting).

A Formal communication

Is planned by the organization.

Regardless of the direction in which it

flows, communication may have

a formal or an informal

formal and informal refer to the nature of a communication, not

the writing or speaking style used to convey a message.

Most organizations keep written

records of formal oral

communication copies of

speeches, minutes of meetings.

Flows in all directions

Is essential for the effective operation

of the business

Controls individual and group behavior



Most informal communication is oral, but widespread

use of e-mail has made informal written

communication more popular.

An informal communication

Is not planned by the organization.

consists of both business-related and

personal information

Flows in all directions

Develops and maintains

positive human relationships

Develops as people interact within the formal

communication system and certain behavior patterns

emerge—patterns that accommodate social and

psychological needs

An informal communication flows in the organization


Job Instructions

are developed by

managers

Supervisors

The workers under

supervisor‘s

direction

Report


Serial Communication

Much of the information flowing vertically and horizontally

within an organization involves three or more individuals


Sender


Serial Communication

In serial communication, messages are usually changed,

sometimes dramatically as they are sent from one

member of the chain to another

Special precautions

are necessary

Each sender may… Add details

Keep the message simple

Request feedback

Receiver Take notes

Repeat the messages



External Communication Pattern

flows between a business organization and the entities

with which it interacts.

In - flow

External networks connect and respond appropriately to

environmental change, threat opportunity or challenge.

Organizations receive information necessary to identify and

respond appropriately to environmental change, threat,

opportunity or challenge.

Advertising, Marketing, and Public Relations refer to

activities that involve the transmission of messages

into the environment with the aim of informing and

systematically influencing these publics.

Out – flow



External Factors influencing

Business Communication

Technology Advances The Organization


External Factors influencing Business

Communication LEGAL & ETHICAL

International Laws

Domestic Laws

Code of Ethics

Stakeholder Interests

Ethical Frameworks

Personal Values


Is the alternative ethical?

Is the alternative

consistent with the

company‘s and/or

the profession‘s

code of ethics?

YES

Is the alternative legal

and does it comply with

relevant contractual

agreements and

company policy?

Identify an

alternative

External Factors influencing

Business Communication LEGAL & ETHICAL

Identify the

existence of an

ethical issue

Select

another

alternative NO

NO

YE

S

Implement alternative

NO

Communicate ethical

decision and related

action

Revise code of ethics

if necessary.

Resource

groups

Employees

Owners

Customers

Suppliers

Creditors

Government

Society


Dimensions of Business Behavior

First Dimension

Behavior that is

illegal and unethical

Third Dimension

Behavior that is legal

yet unethical

Second Dimension

Behavior that is

illegal yet ethical

Fourth Dimension

Behavior that is both

legal and ethical

Can you give the examples of each dimensions ?



Communication DIVERSITY Challenges

Cultural Differences

Language Barriers

Gender Issues

Education Levels

Age Factors

Non Verbal Differences




Ethnocentrism

Stereotypes

Chronemics

Proxemics

Haptic

Kinesics

Translation

limitations

Common Sense Approach




Learn about the person‘s

culture

Have patience with

yourself and the other

person

Participate in diversity

initiatives that boost

morale, creativity, and

productivity

Get help when you need it



Communication TEAM Environment

Trust

Team Roles

Shared Goals and Expectations

Synergy

Group Reward

Distributed Leadership

Small group with

complementary skills,

working together for a

common purpose A Way to Remain Competitive

in a Global Market




TEAM WORK Benefits

Make employees happier by causing them to feel they are shaping their jobs

Increase efficiency by eliminating layers of managers passing

down orders and monitoring performance

Enable a company to draw on the skills and

imagination of the whole work force




Problem-solving, goal-setting

and Conflict resolution

Effective communication skills

Ability to deal barriers

Ability to understand

needs of coworkers

Distributed leadership skills

Commitment to evaluate

the group process


Communication Patterns

for Successful Teams Trust-building changes

communication patterns

Open meetings educate

employees

Shared leadership

involves management

and employees

Information flows up to

management, down to

workers, and horizontally

among teams



Communication

Technology Advances

Accuracy and Security Issues

Telecommunications

Shared Goals and Expectations

Software Applications

Telecommuting

Databases



Communication

Technology Advances

Impact of

Technology

Collect and organize data better

Craft clearer and more

effective messages

Overcome distance issues

Raise legal and ethical issues


Legal and Ethical

Implications of

Technology

Information

ownership

Information access

Threats to privacy


Communication

Technology Advances


T h e I N T R A N E T S External Factors influencing Business Communication Technology Advances

Password Protected

resources available

via the Internet allow

companies to post

information and

resources for

employees


T h e E X T R A N E T S External Factors influencing Business Communication

Technology Advances

Protected information and

resources on company

site are made available to:

Customers

Partners

Or others with

need to know


T h e I N T E R N E T External Factors influencing Business Communication Technology Advances

The vast ―network of networks‖

links computers throughout the

world. Information in the form of :

Text

Images

Audio

Video

… are quickly available

and easily searchable



Communication

Technology Advances

Business Communication evolves

from paper based method to

electronic based method

Document Production

Software

Electronic

Presentations Tools

Web Publishing Tools

Collaborative Software


THANK YOU FOR LISTENING

3nd Meeting

Business Communication

Presented by

Sugiharto, SH. MM STIE GICI Business School

October 2013

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