IE BUSINESS SCHOOL APPLICATION

By Ngonya Kalango

FRAMEWORK

QUESTIONYou have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world?

OBJECTIVEEnsure receipt of all relevant information from meeting with my superior to all subordinates, supplies and clients from all over the world.

ASSUMPTIONS- Minutes of the meeting have been documented.- All entities have access to basic infrastructure/technology.- The company has no communication plan in place and there is sufficient time and

resources available for an adequate plan to be created and implemented.

WHAT IS COMMUNICATION

In its simplest form communication is an exchange of information.

At some point everyone of us has been faced with the need to send a message of some sort, be it a self deduced ingenious idea or even one passed on from someone else. That act of transferring this message can be described as communication.

WHERE DO WE COMMUNICATE

Communication is an ongoing process that occurs

everywhere andeveryday.

WHY DO WE COMMUNICATE

We communicate when seeking information: A tourist asking for directions.

We communicate to persuade and influence: When we want someone to do something and this desire of ours is communicated.

We communicate when giving information: the bank announcing the introduction of a new service.

We communicate to express our emotions like courage or fear, joy or sorrow, satisfaction or disappointment; using gestures and words.

Source: Communication theory, all about communication, www.communicationtheory.org

DIFFICULTIES WITH COMMUNICATION

Despite the common need to communicate, at some point, most of us have encountered issues when communicating in an organization.

Factor in intercultural interactions and communication becomes even more complex.

TYPES OF BUSINESS COMMUNICATION

INTERNAL COMMUNICATION

EXTERNAL COMMUNICATION

THE PROCESS

CONTROL COMMUNICATION

Report Performance

MANAGE COMMUNICATIONGenerate Information Distribute Information Manage Stakeholder Expectation

PLAN COMMUNICATIONCommunication Management Plan

INITIATE COMMUNCIATIONIdentify Stakeholders

For me to ensure that every part of the instructions properly reach all subordinates, suppliers and clients, located in different parts of the world, I have outlined a 4 step process to be followed for a free flow of information up, down and across the organization.

INITIATE COMMUNICATION

IDENTIFY STAKEHOLDERSA stakeholders is any person that may impact or be impacted by any decisions, activity or outcome of the information being distributed.

MY SUPERIOR MY SUBORDINATES MY CLIENTS MYSELF

IDENTIFIED STAKEHOLDERS

Next, analyze stakeholders expectations, influence, importance and level of interest

STAKEHOLDER ACTIONS

SUPERIOR Needs to be kept informed.

SUBORDINATES & SUPPLIER

Need to be monitored. Deliverables will need monitoring through setting delivery dates and supply schedules.

CLIENTS Need to be properly informed and kept satisfied.

PLAN COMMUNICATIONFor me to efficiently communicate with each stakeholder, the stakeholders’ needs must be considered in order to establish a communication infrastructure for information distribution.

Guidelines for dealing with communication issues if they arise, as well as a structure for reporting feedback to and from each stakeholder are also included in the communication plan before formal approval is sought.

MANAGE COMMUNCATIONThe execution of the communication plan is implemented in this phase, in order to ensure a timely and productive flow of information between my supervisor, subordinates, suppliers, clients and I.

GENERATE INFORMATION

Evaluating all meeting information would need to take place in order to generate information. In communicating with each stakeholder.I would have to ensure all messages are clear, coherent, complete, concise, concrete, correct and courteous.

Superior to Employee (me) communication: To confirm that I am producing accurate information and all data needed to be sent out is captured precisely, I would have to examine the minutes of the meeting plus any other notes I took during the meeting, gather key points relevant to the various stakeholders and revert information back to my superior for confirmation and sign off.

MANAGE COMMUNCATIONDISTRIBUTE INFORMATIONThe focus here is on delivering relevant generated information to the appropriate stakeholder in accordance with the communication plan.

The basic communication model comprises of a sender (encoder), receiver (decoder) and message. Each communication model has a unique communication channel.

MANAGE COMMUNCATION

Employee (me) to subordinates: Communication must begin with internal entities. Internal distribution can be done through electronic channels such as an intranet which facilitates data sharing through an internal email system and message board. Voicemail, teleconferencing and video conferencing can also be used as a cost effective method of transferring data.

The Communication channels in this instance are as follows:

MANAGE COMMUNCATION

Employee (me) to Supplier: The need to record communication with external parties such as suppliers means written communication is essential. Mediums like emails are a reliable means of communication. Fax and postal delivery of letters can be sent where original documents are required to attain sign off.

Employee (me) to client: Communication channels for external entities such as clients can include broadcast media such as television and radio, print media like newspapers and magazines and social media such as company websites and blogs, Facebook, Twitter and Instagram. Electronic communication via phone calls and email will also be made use of.

MANAGE COMMUNCATION

Automatic feedback notifications, read receipts and acknowledgement response to messages help ensure information was received. Periodic follow up with stakeholders; according to the communication plan, should be carried out to confirm that data was understood and encourage the flow of communication while limiting or eliminating information blockers.

At this stage, it is necessary to confirm adequate information was received and understood by each stakeholder and address communication issues; if any, in an apt manner.

MANAGE STAKEHOLDERS EXPECTATIONS

CONTROL COMMUNCATION

Controlling communication shows my superior the impact of the shared information on the different stakeholders.

REPORT PERFORMANCEAll feedback from subordinates, suppliers and clients are evaluated, documented and presented to my superior.

In the event that the information exchanged inspired actions to be carried out or decisions to be made, progress and status reports should be prepared to inform my superior of performances.

The reports will also serve as organizational process assets, as they will be stored as lessons learnt for future reference and show the more efficient means of communication with the various parties.

CONCLUSION

Following these steps, all subordinates, suppliers and clients in different parts of the world would have received and understood all important and relevant information sent out to them. This should leave all parties; the organization, my superior, subordinates, suppliers and clients with all their needs and expectations fulfilled and satisfied.