Chapter 1 Flashcards
(12 cards)
What is organisational communication?
a culturally dependent process of sharing info and creating relationships in environments designed for manageable, goal-orientated behaviour
What is internal communication?
How information is shared within the org,
What is external communication?
How info is shared with external environment - customers, governments etc.
2 ways communication takes place within an org?
Vertically and horizontally
For an organisation to function effectively it needs to………?
Communicate effectively within the org and with external environments
How has today’s fast communication effected comm. in practice ?
Made it harder to match our communication style to the message and audience
5 keys for downward communication (Katz & Kahn)
- Goals
- Why tasks need to be done
- Policies and procedures
- Performance & feedback
Success of downward comm. is………?
Key management responsibility
Why may hiccups in downward comm. occur? (5 reasons)
- Managers are selfish to share info.
- Too many staff, lack of control
- Geography (international staff)
- Beureaucracy (sheer volume of comm. shrouds key messages)
- Number of management layers.
Methods to improve vertical comm. (10 methods)
MBWA (Managing by walking about) Notice boards Meetings/Team briefings (at least monthly) Newsletters Frequent business presentations Building trust through shared decision-making Quality circles Suggestions schemes Staff satisfaction surveys Maximising responsibility for each staff
What does interpersonal comm. consist of?
- Cultural issues
- Non-verbal comm.
- How we communicate
- The org. context
What does formal comm. consist of?
- Writing reports
- Written communication
- Giving presentations
- Interviewing
