BC module 1

8/3/2019 BC module 1

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People dont get along

Because they fear each other

People fear each otherBecause they dont know each other

They dont know each other

Because they have not communicated with each other


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Top executives from Fortune 500 companies rate

communications skills as the most important quality for

business leaders.

--Business SectionNew York Times

There may be no single thing more important in our efforts

to achieve meaningful work and fulfilling relationships than

to learn and practice the art of communication.--Max De Pree, Author

The Art of Leadership


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` Natural activity of all human beings to convey

opinions, feelings, information and ideas to

others through words, body language or signs.

` Purposive interchange, resulting in workableunderstanding and agreement between the

sender and receiver of a message.

` Interchange of thoughts, opinions, or

information, by speech, writing, or signs.


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` Intrapersonal communication

` Interpersonal communication

` Group communication

` Mass communication

` Verbal communication

` Verbal communication

` Non-verbal communication

` Meta communication


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` Inform

- It is directed by the desire to expose,

develop, and explain the subject.

` Persuade

- Primarily to persuade the reader. The

primary focus is on the receiver and not

the message


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sender Media Receiver Action

MessageMessage


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Information

source

Encoding

process

Decoding

processDestinationChannel

Noise

Feed back


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1.Source

create

messages

2.Selects

channel3.Sends

message

4.Receiver

gets

message

5. Filters

Experience

Feelings

Knowledge

6. Interprets

messages

NoiseFeedback


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Receiver

Message Transmitter

Communication

symbolsCommunication

channel


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` Message

` Sender

` Encoding

` Channel` Receiver

` Decoding

` Acting

` feedback


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` Ensuring received meaning affects

receivers behavior in the desired way.

`Achieving accuracy in communicating the

message.

` Ensuring that the message conveys the

desired meaning


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` Noise` Lack of planning

` Wrong/ unclarified assumptions

` Cultural barriers` Socio-psychological barriers

` Emotions

` Selective perception

` Filtering

` Information overload

` Poor listening


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` Lack of planning

` Vagueness about the purpose of

communication

` Choice of wrong language

` Unshared and unclarified assumptions

` Wrong choice of channel


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` Poor listening

` Inattention

` Mistrust

` Lack of interest

` Premature evaluation

` Different perception

` Bias


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` Status

` Perception and reality


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` The message is properly understood

` The purpose of the sender is fulfilled

` The sender and receiver of the message remain

linked through feedback

sender Message Receiver

Feed back


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` Receive

` Understand

`Accept

` Use and give

` Feedback


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1. Candidness

2. Clarity

3. Completeness

4. Conciseness

5. Concreteness

6. Correctness

7. courtesy


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` To increase employees job performance

` To effect changes smoothly

` To inform and convince employees about

decisions` To develop employees clear understanding of their

roles

` To inform about the organizational goals


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` Interpersonal

` Informational

` Decisional


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Managingdirector

Seniormanagement

Middle levelmanagement

Senior supervisors

First-line supervisors

Employees/ shop floor employees


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Downward flow

Upward flow

Managers Supervisors

Subordinates Supervisees

Coworkers

Coworkers

Horizontal flow


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` Vertical communication

` Horizontal communication

- geographical locations of divisions

- Functional organization


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` Formal communication

- Line relationship

- Functional relationship

- Staff relationshipInformal communication

- Chat

- Grapevine


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` Uniting force

` Speed

` Creation of ideas

` Goods personal relations


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` Rumours

` Inadequacy

` Changing interpretations


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` Statutory information

` Regular work situation information

` Major policy or operational information

` Information bulletin` Communication by expectancy


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` Nature of the business

` Operating plan

` Business environment

` Geographic dispersion` People

` Company culture


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A crisis is unpredictable


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` "specific, unexpected, and non-routine events or series

of events that [create] high levels of uncertainty and

threat or perceived threat to an organization's high

priority goals.

` Any situation that

Threatens the operations of an organization

Negatively impacts the reputation of an organization

Affects the lives of beneficiaries, employees or other

stakeholders` Can be a natural or man-made disaster

Weather-related, terrorist attacks, arson, IT theft,

etc.


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Pre-crisis

Scanning

Assessing situation

Designing Tools &

Systems

Monitoring

Crisis

Detecting

Containing

Recovering

Post - Crisis

Following -up

Shapingmemories

Assessing

effectiveness

Learning


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Crisis management


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` Objective - prevent or lessen the negative

outcomes of a crisis and thereby protect the

organization, stakeholders, and/or industry from

damage Amount of loss

reputation loss

identity altered


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` Definition - Looking out for potential sources of

crises

` Industry-wide issue analysis

` Organization specific issue analysis` Risk assessment (implicit issues)

` Stakeholder relationships


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` Evaluate issues in two dimensions likelihood

impact

` Evaluate risks with risk mgt. grid

` Evaluate relational threats Power(Leverage)

Legitimacy (Value driven)

Willingness (Desire for action)


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` Select Crisis Management Team

` Select Spokespersons

` Develop Crisis Management Plan

` Prepare Crisis Communication System


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` Act in a decisive and timely manner

` Educate those affected with accurate, up-to-date

information (Proactive Approach)

` Involve senior management` Manage reputation of organization

` Establish Crisis Communication Team

BC module 1

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