492158
Descripción
Mapa Mental por Jade Jannotti, actualizado hace más de 1 año
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Creado por Jade Jannotti
hace casi 11 años
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Effective Communication
- Communication cycle
- message (encode) send (decode) receive (feedback)
- message (encode) send (decode) receive (feedback)
- managers required to possess communicative skills
- negotiation
- persuasion
- assertiveness
- negotiation
- Mintzberg: we communicate to inform, instruct, motivate or seek information
- Barriers to communication
- physical distraction (noise)
- cultural difference (cross-cultural communication)
- organisational system (leadership style)
- attitudinal barriers (lack of motivation, shyness)
- physical distraction (noise)
- Formal Communication
- downwards
- from superior to subordinate (instructions)
- from superior to subordinate (instructions)
- upwards
- subordinate to supervisor (feedback)
- subordinate to supervisor (feedback)
- horizontal
- problem solving, conflict resolution, information sharing
- problem solving, conflict resolution, information sharing
- downwards
- Communication channels (Buelens 2006)
- face 2 face
- multiple channels used
simultaneously; instant feedback
- multiple channels used
simultaneously; instant feedback
- phone, video-conference
- easy to build trust, synchronous
- easy to build trust, synchronous
- letters, e-mails, reports
- one-way communication, asynchronous
- one-way communication, asynchronous
- face 2 face
- Communication Tools
- social software (networking, enhance interest): LinkedIn
- digital communication (Skype, voicemail, email)
- advantages
- enhance speed of communication (immediate access to info)
- shrink time & space
- synchronous: parties of communication are present
- asynchronous: not dependent on presence of parties,
communication can happen outside 'real' time
- enhance speed of communication (immediate access to info)
- social software (networking, enhance interest): LinkedIn
- Crisis communication
- unexpected events with negative outcomes
- Stages Of Crisis (Fearn-Banks 2002)
- detection = warning signs
- prevention = try to avoid crisis
- containment = limit length & effects
- recovery = back to normal
- learning = reflect, evaluate
- detection = warning signs
- Triggers
- Internal
- management change
- product defect
- employee complaint
- environmental accident
- workplace injury
- management change
- External
- competitor threat
- natural disaster
- protest
- competitor threat
- Internal
- Challenges of social media
- crisis develops quickly
- organisation contro, responde to multiple channels
- whistle-blowers
- individual opinions become aggregated
- crisis develops quickly
- Image Repait Discourse (Benoit 1995)
- image & reputation are essential
- image & reputation are essential
- Situational Crisis Communication Theory (Combs 2007)
- how stakeholders respond
- influence strategies adopted
- influence strategies adopted
- how stakeholders respond
- Blog-mediated Crisis Communication Model
- influential bloggers help in crisis
- strategies to engage & connect with social media
- influential bloggers help in crisis
- unexpected events with negative outcomes
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