1. Achieving Success Flashcards
Communication definition
transferring information and meaning between senders and receivers
- sharing data, information, insights, and inspiration
Stakeholders
groups affected in some way by the company’s actions: customers, employees, shareholders, suppliers
Make communication as effective as possible by
practical, factual, concise, clear, persuasive
globalization
increasing effort to reach across international borders
workforce diversity
differences among the people you come into contact with on the job
knowledge workers
employees who specialise in acquiring, processing and communicating information
flat organisational structures
- help communication flow faster and with fewer disruptions and distortions
- require more individual responsibility for communication - particularly in the horizontal direction
matrix structure
employees report to two managers at the same time (increased communication burden)
network structure
sometimes known as virtual organisation, company supplements the talents of its employees with services from one or more external partners
formal communication network
ideas and information flow along the lines of command in three directions; downward (higher management to lower employees); upward (employees to management) and horizontally (shared between peers)
informal communication network
referred to as the grapevine or the rumor mill; personal conversations, emails, texts, phone calls
audience centred approach
involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them
Basic Communication model
- sender has an idea
- sender encodes the idea as a message
- sender produces the message in a medium
- sender transmits the message through a channel
- audience receives the message
- audience decodes the message
- audience responds to message
- audience provides feedback
for an audience member to receive a message the receiver has to
sense the presence of a message
select it from all the other messages
perceive it as an actual message
What affects message decoding?
- Culture
- Individual beliefs
- biases
- selective perception
- language/usage
- individual thinking styles
selective perception
occurs when people distort threatening or confusing information to make it fit their perceptions of reality
social communication model
interactive and conversational
how does the social communication model change business communication
- customers and other stakeholders participate in, influence and often take control of conversations in the marketplace
- rely on each other for information about products, offer technical support, and even participate in group buying using social tools
- social media tools can increase the speed of communication, lower communication costs, improve access to pockets of expertise and boost employee satisfaction
to use communication technology effectively you need to:
- keep technology in perspective
- guard against information overload and information addiction
- use technological tools productively
- disengage from the computer frequently to communicate in person
information overload
people receive more information than they can effectively process
list 3 problems with technological tools
- information tools can waste as much time as they save
- inappropriate web use not only distracts employees from work responsibilities but can leave employers open to lawsuits
- social media can expose confidential information or damage a firms reputation
ethics
principles of conduct that govern behaviour within a society
ethical communication
- includes all relevant information
- is true in every sense
- is not deceptive in anyway
ethical dilemma
..
ethical lapse
mistake or error in judgement that produces a harmful outcome
code of ethics
written policy of ethics guidelines that helps employees determine what is acceptable
