Supply Chain Partner Communication in a Managed Programme ...
Communication in Supply Chain
-
Upload
prakash-mandavia -
Category
Documents
-
view
216 -
download
1
description
Transcript of Communication in Supply Chain
![Page 1: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/1.jpg)
Communication
Compiledby
Prof. Rajiv KumarIIM Calcutta
![Page 2: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/2.jpg)
Etymology
• Finding an exact (or the most trusted) source of etymology is very difficult.
• However, the following meanings routinely come up in available sources:– To share
– Join
– To make common
• These older meanings seem fundamental in solving communication problems.
![Page 3: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/3.jpg)
Definition
• Interpersonal communication involves
– Transfer of a thought/belief/information/feeling from one person to another
– Understanding of the message by the recipient
• Therefore interpersonal communication is always a two way loop
SENDER RECEIVER
![Page 4: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/4.jpg)
Communication Process
![Page 5: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/5.jpg)
Channel Richness
• Channels in order of most to least channel rich
1. Face to face dialogue
2. Videoconference
3. Telephone conversation
4. E-mail
5. Inter Office Memos
6. Letters
7. Notice Board
![Page 6: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/6.jpg)
Intonations: It’s the Way You Say It!Change your tone and you change your meaning
Placement of the emphasis What it means
Why don’t I take you to dinner tonight? I was going to take someone else.
Why don’t I take you to dinner tonight? Instead of the guy you were going with.
Why don’t I take you to dinner tonight? Instead of lunch tomorrow.
Why don’t I take you to dinner tonight? Not tomorrow night.
Source: Based on M. Kiely, “When ‘No’ Means ‘Yes,’ ” Marketing, October 1993, pp. 7–9. Reproduced in A. Huczynski and D. Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194.
![Page 7: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/7.jpg)
Types of Responses to Problems (1)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent: You cannot succeed anywhere unless you fight back! You must give it back to them…(who are making it difficult for you)
• Evaluative:
– Judging the relative goodness, appropriateness, or effectiveness of the sender’s attitude/behavior
– Implying, in some way, what the sender might or ought to do
![Page 8: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/8.jpg)
Types of Responses to Problems (2)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent: • Tough times do not last, but tough people do
• So you are complaining, again…
• Interpretative:
– Intending to teach, to tell what his/her problem means
– Obviously or subtly implying what the sender might or ought to think
![Page 9: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/9.jpg)
Types of Responses to Problems (3)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent:• Why don’t you take some days off and decide if you want to shift job?
• Many people find it difficult initially, but with time it becomes okay
• Supportive:
– Intending to reassure or pacify, to reduce the sender’s intensity of feeling.
– Implying, in some way, that the sender need not feel as s/he does.
![Page 10: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/10.jpg)
Types of Responses to Problems (4)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent: What makes you feel that way?
• Probing:
– Indicates the receiver’s intent to seek further information, provoke further discussion or question the sender.
– Implying, in some way, that the sender ought or might discuss a point further.
![Page 11: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/11.jpg)
Types of Responses to Problems (5)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent: So it has been increasingly tough for you, isn’t it?
• Understanding:
– Indicates the receiver’s intent to respond only to ask the sender whether the receiver correctly understands what the sender is saying, how the sender feels about the problem, and how the sender sees the problem.
![Page 12: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/12.jpg)
Importance of Written Communication
• Unlike oral communication
– It LASTS!
– It has MORE LONG-LASTING impact
• Since it is NOT a very rich medium, precision is MORE critical.
![Page 13: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/13.jpg)
Structure
• Introduction
• Body
• Terminal section
![Page 14: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/14.jpg)
Some Examples of Avoidable Mistakes
• Our company will purchase the product– We’ll buy it.
• Because of recent heavy demand, we will be unable to ship the items you ordered until July 15– Although recent demand has been heavy, we will
be able to ship the items you ordered by July 15.
• We always enjoy hearing from our customers…– In response to an e-mail complaint!
Whetten & Cameron, 2007
![Page 15: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/15.jpg)
Some Illustrations
• Reading ease and grade level
• E-prime
– Movie was good – Movie made me laugh.
– This person is irresponsible – S/he comes late, etc.
• Active voice in general
![Page 16: Communication in Supply Chain](https://reader034.fdocuments.us/reader034/viewer/2022052704/577cc76a1a28aba711a0dffb/html5/thumbnails/16.jpg)
For E-mail
• Subject
• Importance
• Cc
• BCC
• Reply vs. Reply to All
• Use of emoticons
• Use of read receipts