Effective Communication

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

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	Criado por Jade Jannotti quase 11 anos atrás