Organizational Communication PDF

ORGANIZATIONA L COMMUNICATIO N ORGANIZATIONAL COMMUNICATION Refers to the communication that takes place between people who are working towards common goals within an organization ORGANIZATIONAL COMMUNICATION Is the sending and receiving of messages among interrelated individuals within a p...

ORGANIZATIONA L COMMUNICATIO N ORGANIZATIONAL COMMUNICATION Refers to the communication that takes place between people who are working towards common goals within an organization ORGANIZATIONAL COMMUNICATION Is the sending and receiving of messages among interrelated individuals within a particular environment or setting to achieve individual and common goals Vital management component that includes strategic communication plans, mediums, practices taking place in the business environment to channelize and manage internal communications like employee communication as well as external communications IMPORTANCE OF ORGANIZATIONAL COMMUNICATION 1.Employee Engagement 2. Public Relations 3. Reduced Confusion TYPES OF ORGANIZATIONAL COMMUNICATION Formal Communication and Informal Communication Vertical and Horizontal Communication FORMAL COMMUNICATION Covers any official company acts that share information. This can include communications such as a staff meeting INFORMAL COMMUNICATION Is any interaction outside of an official communication structure. Example: two employees having conversation over lunch are participating in informal discussions  VERTICAL COMMUNICATION Information moving from lower level employees to high level employees is upward communication Ex. When workers report to a supervisor or when team leaders report to a department manager  HORIZONTAL COMMUNICATION Refers to that between colleagues on an equal hierarchical level Occurs between two employees on the same level of the company hierarchy  HORIZONTAL COMMUNICATION Involves the exchange of information across departments at the same level in an organization (i.e. peer-to-peer communication) Purpose: request support or coordinate activities  BUSINESS WRITING & REPORTING SKILLS Business writing is a type of writing that is used in a professional setting. It is a purposeful piece of writing that conveys relevant information to the reader in a clear, concise, and effective manner. It includes client proposals, reports, memos, emails, and notices. Proficiency in business writing is a critical aspect of effective communication in the workplace. TYPES OF BUSINESS WRITING 1. Instructional 2. Informational 3. Persuasive 4. Transactional 1. INSTRUCTIONAL BUSINESS WRITING Provides the reader with information needed to complete a specific task, either immediately or in the future Example: user manual, specifications and memos  2. INFORMATIONAL BUSINESS WRITING Pertains to recording business information accurately and consistently This type of writing is to keep the reader up to date on core functions and business  INFORMATIONAL BUSINESS WRITING Example: quarterly financial reports and meeting minutes  3. PERSUASIVE BUSINESS WRITING Aims to both convey information to a reader and convince them that the presented information offers the best value  PERSUASIVE BUSINESS WRITING Examples: promotional content like ads, brochures and press releases  4. TRANSACTIONAL BUSINESS WRITING Consists of day to day communication at the workplace It’s used to progress general operations and also to convey good and bad news, often related to human resource processes  REPORT WRITING SKILLS Report writing skills are abilities that help professionals write reports, which are brief documents about a topic. Although there are many writing careers, such as reporters, journalists and authors, report writing skills are applicable for several jobs.  MINUTES OF MEETING Minutes of meeting are the written or recorded documentation that is used to inform attendees and non- attendees of the happenings during the meeting.  MINUTES OF MEETING Minutes usually include: Names of the participants The agenda items covered Decisions made by the participants The committed follow-up actions and due dates  MEMO WRITING Memo writing is something of an art form. A letter is not a memo, nor is a memo a letter. A memo is short, to-the-point communication conveying your thoughts, reactions, or opinion on something. A memo can call people to action or broadcast a bit of timely news. With memo writing, shorter is better. (but you still NEED to get your point across  PURPOSE FOR USING A MEMO FORMAT The purpose of using a memo is to make requests or announcements. A copy of the memo is sent to everyone directly affected by the news it bears, and the final paragraph of the memo should clearly spell out what each person is expected to accomplish in relation to the memo. (The Call to Action) It may be as simple as notifying a team that a meeting time has been changed with a final paragraph reminding them to mark their calendar  STRUCTURING YOUR MEMO 1. As with all business correspondence, learning how to write a memo involves proper structure including specific formatting and length. 2. Memos are generally concise and consist of a page or less. Avoid rambling. It destroys the memo's effectiveness. 3. The structure should be easy-to-read and designed in such a way that the main points can be easily spotted  STRUCTURING YOUR MEMO 4. To accomplish this it is beneficial to use headings and lists rather than paragraphs where possible. 5. Headings should be short and should clarify what to expect in the text following each heading  MEMO STRUCTURE Header and Closing: Total of 1/4 of the memo total length Opening and explanation of task or announcement: 1/4 of the memo Summary and discussion: 1/2 of the memo  WHAT TO INCLUDE IN THE HEADING The heading includes important particulars including who is receiving the memo. This may include a line of primary recipients as well as a CC line for those who should be informed but who do not have to take action. TO: Who the memo is being sent to. This includes TO: followed by name(s) and title(s) FROM: Who the memo is from. Place your initials next to your name as your official signature."  WHAT TO INCLUDE IN THE HEADING DATE: The date the memo is sent. RE: The subject of or reason for the memo. For an E-mail memo, the subject line works as the memo's subject line. Keep email memo titles short.  BODY OF THE MEMO The body of the memo will include three components: 1. Introduction: This is usually a short paragraph of two or three sentences that lets people know the reason for the memo. 2. Recommendations or Purpose: This section gets to the meat of the message using key points, highlights, or conclusions. This may include facts, statistics, examples, and reasons for the memo. BODY OF THE MEMO 3. Conclusion: The conclusion will make it clear what action needs to be taken and when it needs to be completed or reiterates the timely news included in the memo  PRESENTATION OF REPORTS presenting your report means summarizing your project in a way that highlights the motivation for your research, the research question you address, how you treat this question, and how accurate and valuable the answer is to this question.  PREPARATION AND CONDUCT OF MEETINGS Whether you're a manager, supervisor, team leader or employee, conducting a meeting gives you the opportunity to share ideas and information, collaborate with your coworkers and address important issues and goals  HOW DO YOU PLAN A MEETING 1. Determine the meeting’s purpose 2. Create an agenda that lays out key topics you want to cover 3. Choose the participants and attendees 4. Assign roles to your participants – (you can have someone keep the time and have a facilitator guide the discussion)  HOW DO YOU PLAN A MEETING 5. Set a time and place to meet 6. Send an invitation and agenda 7. Decide on a decision-making process 8. Select the tools and equipment you want to use – (you can use audio recording device or a scree sharing platform) HOW DO YOU PLAN A MEETING 9. Finalize the agenda and distribute it 10. Follow up with prospective attendees  WHAT ARE THE BEST WAYS TO PREPARE FOR A MEETING Have an agenda Ask your speakers to participate Coordinate schedules – (schedule the meeting to accommodate everyone’s availability and accessibility) Share the agenda Send reminders HOW TO START A MEETING EFFECTIVELY Start with a brief introduction Define the purpose of the meeting Use icebreaker  CUSTOMER ENGAGEMENT MANAGEMENT delivering connected experiences to your customers instead of single, one-off, or fleeting transactions. It means optimizing your team structure, operations, and technology to create a connected feedback loop with customers.  CUSTOMER ENGAGEMENT MANAGEMENT (CEM) Customer Engagement Management (CEM) is the strategic process of planning, executing, and optimizing interactions and experiences that foster strong, lasting relationships between a company and its customers across various touchpoints and channels throughout the customer lifecycle.  CUSTOMER ENGAGEMENT MANAGEMENT (CEM) It involves leveraging customer data, insights, and technology to deliver personalized, relevant, and value-driven engagements that meet customers' evolving needs and preferences.  CUSTOMER ENGAGEMENT MANAGEMENT (CEM) Effective customer engagement management aligns the efforts of marketing, sales, and customer service teams to create seamless, consistent, and memorable experiences that drive customer satisfaction, loyalty, and advocacy.