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492158
Effective Communication
Descrição
2nd Year Workplace Communication (Effective & Crisis Communication) Mapa Mental sobre Effective Communication, criado por Jade Jannotti em 18-01-2014.
Sem etiquetas
effective & crisis communication
workplace communication
workplace communication
effective & crisis communication
2nd year
Mapa Mental por
Jade Jannotti
, atualizado more than 1 year ago
Mais
Menos
Criado por
Jade Jannotti
mais de 10 anos atrás
61
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Resumo de Recurso
Effective Communication
Communication cycle
message (encode) send (decode) receive (feedback)
managers required to possess communicative skills
negotiation
persuasion
assertiveness
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)
Formal Communication
downwards
from superior to subordinate (instructions)
upwards
subordinate to supervisor (feedback)
horizontal
problem solving, conflict resolution, information sharing
Communication channels (Buelens 2006)
face 2 face
multiple channels used simultaneously; instant feedback
phone, video-conference
easy to build trust, synchronous
letters, e-mails, reports
one-way communication, asynchronous
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
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
Triggers
Internal
management change
product defect
employee complaint
environmental accident
workplace injury
External
competitor threat
natural disaster
protest
Challenges of social media
crisis develops quickly
organisation contro, responde to multiple channels
whistle-blowers
individual opinions become aggregated
Image Repait Discourse (Benoit 1995)
image & reputation are essential
Situational Crisis Communication Theory (Combs 2007)
how stakeholders respond
influence strategies adopted
Blog-mediated Crisis Communication Model
influential bloggers help in crisis
strategies to engage & connect with social media
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