effective business communication development 3
DESCRIPTION
learn the pattern of business communication, and factors that influence itTRANSCRIPT
© SUGIHARTO, SH.MM GICI Business School
Presented by
Sugiharto, SH. MM
The Information
Flows in The
Organization
© SUGIHARTO, SH.MM GICI Business School
Formal Network Flow in an Organization
Downward Communication
Supervisor to employee
Upward Communication
Feedback to downward
communication
Horizontal
Communication
Interaction between
organizational units on
the same hierarchical
level Progress reports
Ideas / suggestion
Feeling / attitudes
Policies and procedures
Organizational ‗s goals
and strategies
Works assignment
Employees
development
Coordination of interrelated
activities and problem
solving efforts
© SUGIHARTO, SH.MM GICI Business School
MANAGER
SUPERVISOR A SUPERVISOR B SUPERVISOR C
ASSISTANT A WORKER B1
WORKER C2
WORKER C1
WORKER C4
WORKER C3
WORKER B2
WORKER B3
WORKER A1
WORKER A2
WORKER A3
Vertical communication
Horizontal communication
Network communication
Business Communication by Krizan, Merrier, Logan and
Williams, 7th edition © 2008, Thomson, South Western
© SUGIHARTO, SH.MM GICI Business School
Vertical communication
as the ―chain of
command.‖
Messages flow
upward or
downward along a
path referred to
Reports
Proposal
Policy
Statements
Plans
Directives
Instructions
© SUGIHARTO, SH.MM GICI Business School
message flow occurs
between workers or units of
comparable status who need to
share data or coordinate
efforts.
Horizontal communication
Network communication
information flows freely among
those who have a link that goes
beyond the participants‘ role or
unit within the organization
Regardless of the direction in which it flows,
communication may have a formal, an informal,
or a serial pattern.
In this section, formal and informal refer to the
nature of a communication, not the writing or
speaking style used to convey a message.
© SUGIHARTO, SH.MM GICI Business School
Pattern Of Business Communication
It can be written (memo, report,
policy) or oral (speech, meeting).
A Formal communication
Is planned by the organization.
Regardless of the direction in which it
flows, communication may have
a formal or an informal
formal and informal refer to the nature of a communication, not
the writing or speaking style used to convey a message.
Most organizations keep written
records of formal oral
communication copies of
speeches, minutes of meetings.
Flows in all directions
Is essential for the effective operation
of the business
Controls individual and group behavior
© SUGIHARTO, SH.MM GICI Business School
Pattern Of Business Communication
Most informal communication is oral, but widespread
use of e-mail has made informal written
communication more popular.
An informal communication
Is not planned by the organization.
consists of both business-related and
personal information
Flows in all directions
Develops and maintains
positive human relationships
Develops as people interact within the formal
communication system and certain behavior patterns
emerge—patterns that accommodate social and
psychological needs
An informal communication flows in the organization
© SUGIHARTO, SH.MM GICI Business School
Job Instructions
are developed by
managers
Supervisors
The workers under
supervisor‘s
direction
Report
Pattern Of Business Communication
Serial Communication
Much of the information flowing vertically and horizontally
within an organization involves three or more individuals
© SUGIHARTO, SH.MM GICI Business School
Sender
Pattern Of Business Communication
Serial Communication
In serial communication, messages are usually changed,
sometimes dramatically as they are sent from one
member of the chain to another
Special precautions
are necessary
Each sender may… Add details
Keep the message simple
Request feedback
Receiver Take notes
Repeat the messages
© SUGIHARTO, SH.MM GICI Business School
Pattern Of Business Communication
External Communication Pattern
flows between a business organization and the entities
with which it interacts.
In - flow
External networks connect and respond appropriately to
environmental change, threat opportunity or challenge.
Organizations receive information necessary to identify and
respond appropriately to environmental change, threat,
opportunity or challenge.
Advertising, Marketing, and Public Relations refer to
activities that involve the transmission of messages
into the environment with the aim of informing and
systematically influencing these publics.
Out – flow
© SUGIHARTO, SH.MM GICI Business School
Pattern Of Business Communication
External Factors influencing
Business Communication
Technology Advances The Organization
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication LEGAL & ETHICAL
International Laws
Domestic Laws
Code of Ethics
Stakeholder Interests
Ethical Frameworks
Personal Values
© SUGIHARTO, SH.MM GICI Business School
Is the alternative ethical?
Is the alternative
consistent with the
company‘s and/or
the profession‘s
code of ethics?
YES
Is the alternative legal
and does it comply with
relevant contractual
agreements and
company policy?
Identify an
alternative
External Factors influencing
Business Communication LEGAL & ETHICAL
Identify the
existence of an
ethical issue
Select
another
alternative NO
NO
YE
S
Implement alternative
NO
Communicate ethical
decision and related
action
Revise code of ethics
if necessary.
Resource
groups
Employees
Owners
Customers
Suppliers
Creditors
Government
Society
© SUGIHARTO, SH.MM GICI Business School
Dimensions of Business Behavior
First Dimension
Behavior that is
illegal and unethical
Third Dimension
Behavior that is legal
yet unethical
Second Dimension
Behavior that is
illegal yet ethical
Fourth Dimension
Behavior that is both
legal and ethical
Can you give the examples of each dimensions ?
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication DIVERSITY Challenges
Cultural Differences
Language Barriers
Gender Issues
Education Levels
Age Factors
Non Verbal Differences
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication DIVERSITY Challenges
Ethnocentrism
Stereotypes
Chronemics
Proxemics
Haptic
Kinesics
Translation
limitations
Common Sense Approach
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication DIVERSITY Challenges
Learn about the person‘s
culture
Have patience with
yourself and the other
person
Participate in diversity
initiatives that boost
morale, creativity, and
productivity
Get help when you need it
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication TEAM Environment
Trust
Team Roles
Shared Goals and Expectations
Synergy
Group Reward
Distributed Leadership
Small group with
complementary skills,
working together for a
common purpose A Way to Remain Competitive
in a Global Market
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication TEAM Environment
TEAM WORK Benefits
Make employees happier by causing them to feel they are shaping their jobs
Increase efficiency by eliminating layers of managers passing
down orders and monitoring performance
Enable a company to draw on the skills and
imagination of the whole work force
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication TEAM Environment
Problem-solving, goal-setting
and Conflict resolution
Effective communication skills
Ability to deal barriers
Ability to understand
needs of coworkers
Distributed leadership skills
Commitment to evaluate
the group process
© SUGIHARTO, SH.MM GICI Business School
Communication Patterns
for Successful Teams Trust-building changes
communication patterns
Open meetings educate
employees
Shared leadership
involves management
and employees
Information flows up to
management, down to
workers, and horizontally
among teams
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication
Technology Advances
Accuracy and Security Issues
Telecommunications
Shared Goals and Expectations
Software Applications
Telecommuting
Databases
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication
Technology Advances
Impact of
Technology
Collect and organize data better
Craft clearer and more
effective messages
Overcome distance issues
Raise legal and ethical issues
© SUGIHARTO, SH.MM GICI Business School
Legal and Ethical
Implications of
Technology
Information
ownership
Information access
Threats to privacy
External Factors influencing Business
Communication
Technology Advances
© SUGIHARTO, SH.MM GICI Business School
T h e I N T R A N E T S External Factors influencing Business Communication Technology Advances
Password Protected
resources available
via the Internet allow
companies to post
information and
resources for
employees
© SUGIHARTO, SH.MM GICI Business School
T h e E X T R A N E T S External Factors influencing Business Communication
Technology Advances
Protected information and
resources on company
site are made available to:
Customers
Partners
Or others with
need to know
© SUGIHARTO, SH.MM GICI Business School
T h e I N T E R N E T External Factors influencing Business Communication Technology Advances
The vast ―network of networks‖
links computers throughout the
world. Information in the form of :
Text
Images
Audio
Video
… are quickly available
and easily searchable
© SUGIHARTO, SH.MM GICI Business School
External Factors influencing Business
Communication
Technology Advances
Business Communication evolves
from paper based method to
electronic based method
Document Production
Software
Electronic
Presentations Tools
Web Publishing Tools
Collaborative Software
© SUGIHARTO, SH.MM GICI Business School
THANK YOU FOR LISTENING
3nd Meeting
Business Communication
Presented by
Sugiharto, SH. MM STIE GICI Business School
October 2013
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