Communication & Organisation BS2903 Revision Communication & Organisation Revision

Communication & Organisation Revision Elements in the Communication Process Encoder Decoder The Message Sender Receiver Noise Feedback/Response Communication & Organisation Revision

Communication & Organisation Revision

Communication & Organisation Revision Three Phases Modernism Symbolic Postmodernism Communication & Organisation Revision

Communication & Organisation Revision Modernism General Systems Theory ( Ludwig von Bertalanffy, 1950) To explain all things scientific from atoms and molecules to living systems including inter-relating people in organisations. “A System is a thing with inter-related parts. Each part is conceived as affecting the others and each depends upon the whole” (Hatch MJ 1997) Communication & Organisation Revision

Communication & Organisation Revision Input Output Transformation Feedback An Open Systems View of Organisation Communication & Organisation Revision

Communication & Organisation Revision There are Systems and there are Systems! Perhaps we should call them Sub-Systems? All organisational Levels are in effect a separate sub-system of the whole Super-system (Top management) System (Middle Management) Sub-System (Supervision) Communication & Organisation Revision

Communication & Organisation Revision Symbolic-Interpretive Enactment Theory…….Karl Weick (1969) Concepts like ”Organisation” become reality only because Managers think about them…… Considering something creates a type of reality.- Reality Theory Social Construction of Reality.. Berger P and Luckman T (1966) . Human social order is produced through interpersonal interactions and negotiations and based upon shared experience and shared history Communication & Organisation Revision

Communication & Organisation Revision The Postmodern Perspective Postmodernism was a reaction to the ‘rational’ approach to Such matters as architecture. The clean functional lines of Modern design were seen no longer to reflect the Diversity of Society. Some suggest that postmodernism allows for an “Anything goes” approach. It questions the fundamentals of the Scientific Method and whether Progress is desirable. Indicating that those that espouse it tend to in order to hold onto power. Communication & Organisation Revision

Communication & Organisation Revision In questioning the rational, ordered world the postmodernists Find attraction in complexity and organic fluidity. Organisations no Longer need conform but can exist as virtual entities instead. Likewise, they consider the self perpetuation of Modernist power structures to be alien to the concept of democracy and would wish to see a bigger voice for minorities: Women, ethnic groups etc Communication & Organisation Revision

Communication & Organisation Revision Organisation Structures Hierarchy Matrix Communication & Organisation Revision

Professionals in Organisations ooo ooooo ooooooo ooooooooo OOOOOOO Professionals are more likely to respond to LATERAL peer group pressure than to VERTICAL lines of command Communication & Organisation Revision

Organisational dilemmas High v. low centralisation Organisational structure may be: ~ tall and narrow (tightly defined) or ~ short and broad (loosely defined) Lateral communication may be difficult Local initiative/autonomy v. company policy Communication & Organisation Revision

Communication & Organisation Revision Decentralised Centralised Communication & Organisation Revision

Communication in remote teams Explore the impact of new types of technology... Telephone, Voicemail,Groupware Fax, e-Mail, Video/audio conferencing Mobile Comms. What is gained ....? And what is lost ...? Communication & Organisation Revision

The Impact of External Factors Information overload the average consumer will see over 3000 commercial messages per day The discerning consumer ‘Consumers have changed from being differential and generalised to personal and selective’ (Lannon, 1994) Changes in family composition No longer 2.4 children and 2 adults The ageing population (Grey pound/ Third ager) The green imperative (The WTO and Eco Warrior) The growth of global marketing (Globalisation) Speed of information access Communication & Organisation Revision

Communication & Organisation Revision Technology Communication & Organisation Revision

Communication & Organisation Revision What IS Technology? The means of Achieving something Communication & Organisation Revision

Communication & Organisation Revision Core Technologies Those means of doing things that are essential to the very nature of an enterprise or organisation. What are the Core Technologies at King Alfred’s??? Communication & Organisation Revision

Communication & Organisation Revision King Alfred’s College Physical: Class rooms and equipment etc Activity: Teaching and learning Knowledge: Research and understanding What are the technologies required by An Insurance Company? Communication & Organisation Revision

Communication & Organisation Revision Technology and Performance Research into Organisation structure and Business Performance by Woodward J (1958) seemed to indicate no significant correlation Until the type of Technology is included. She found that there is a Scale of complexity on to which all technologies may be placed. The type of technology, and its relative complexity will bear upon the complexity of the task undertaken. Too complex a technology for a simple task will result in poor performance. And vice versa Communication & Organisation Revision

Communication & Organisation Revision High Technologies “ High technology changes the nature of tasks and their performance, interconnections and nature of physical, energy and information flows” Zeleny M (1990) Installing and using High Technologies implies changes, often radical, in the organisation. Not merely in structure but in the interaction between people and the nature of the society that this represents. Communication & Organisation Revision

Communication & Organisation Revision Karl Weick (1990) argues that high technologies in particular are Stochastic i.e they perform in unpredictable ways because of the complex interaction ( almost random?) of component parts Think of recent events: Electrical failure in Italy; New York and London Communication & Organisation Revision

Communication & Organisation Revision Emails Remember that emails can be regarded as a permanent record Senior managements can (and do !) read Emails whilst informal should still be courteous and business-like ‘Flaming’ has arisen because normal emotions cannot be conveyed as in face-to-face communication Communication & Organisation Revision

Communication & Organisation Revision Promotional Mix Communication & Organisation Revision

Communication & Organisation Revision The Promotional Mix Advertising Direct Marketing PR Sales Promotion Communication & Organisation Revision

Communication & Organisation Revision Promotions Mix Personal selling e.g Financial services Telemarketing e.g Charities Public relations e.g. Ford (Bridgestone/Firestone) Posters and ‘Adshell’ e.g Southampton Institute Direct mail e.g. Credit Cards / RAC Trade fairs and exhibitions e.g Motor Show Commercial television e.g. Central Newspapers and magazines e.g. Loaded Communication & Organisation Revision

Communication & Organisation Revision Radio e.g Virgin Cinema e.g UCI Point of sale displays e.g Mobile phones Packaging e.g CDs / food Internet – part of mix or paradigm shift? Coupons e.g to encourage trail e.g Nescafe Loyalty schemes e.g Boots / Tesco Communication & Organisation Revision

Communication & Organisation Revision Styles of Advertising Product as a hero - Pears soap ‘ attracts water and softens skin’ Product demonstration - Head and Shoulders ‘eliminates dandruff’ Slice of life - Oxo family Testimonial - Oil of Ulay (Olay) Spokesperson presenter - ‘man in the white coat’ e.g soap powders Communication & Organisation Revision

Communication & Organisation Revision Endorsements e.g Tim Henman and Kelloggs Sustain Opportunistic advertising - Tango ‘Vote orange’ during the general election People like me - ‘vox pops’/real people e.g. AA ‘my Dad says . .’ Mini-drama e.g Gold Blend Continuing character e.g Renault Clio / Frosties Brand Heritage and History - Thornton Chocolates: ‘Chocolate heaven since 1911’ Communication & Organisation Revision

Promotional objectives To support sales increases To encourage trial To create awareness To inform about a feature or benefit To remind To reassure To create an image To modify attitudes Communication & Organisation Revision

Computer Mediated Communication CMC Communication & Organisation Revision

Communication & Organisation Revision Hierarchy of Richness Face to Face Telephone cmFTF ( Video ) e-Mail FAX Letter Memo Circular Notice Board richer leaner Communication & Organisation Revision

Communication & Organisation Revision The Medium to Suit the Purpose Purpose Medium Immediacy Accuracy Equivocacy Confidentiality Capacity Availability 1 to 1 or broadcast Communication & Organisation Revision

Communication & Organisation Revision Media/Message Richness Routine Complex Face to face Interactive: Telephone Video conference Personal Memos e-mail, memos, letters General broadcast notice boards, circulars Rich comm for complex issues Too rich comm Effective Communication Routine Comm for routine activities Too lean or non-personal comm Source: Lengel and Daft 1988 Communication & Organisation Revision

Communication & Organisation Revision Helping Meetings Meeting planning Scheduling Decision Support Records Communication & Organisation Revision

Communication & Organisation Revision Decisions Communication & Organisation Revision

Communication & Organisation Revision Decisions Communication & Organisation Revision

Communication & Organisation Revision Survey Results In multinational companies over 75% of formal meetings are held between colleagues and do not include customers, suppliers or other ‘outsiders’. Over 40% of those asked indicated that the meeting was of no value to them ( in doing their job). Communication & Organisation Revision

Communication & Organisation Revision Reasons for Failure? Poor preparation Ill defined focus Too many items to consider Takes far too long Goes off at tangents Too many people ( some who contribute nothing) Poor chairmanship No agenda No time limit ( and stuck to) No ( or poor) records kept of actions agreed No effective follow-up Communication & Organisation Revision

Communication & Organisation Revision ? So, what can we learn from this? ? Communication & Organisation Revision

Communication & Organisation Revision Prepare Meetings Management Follow-Up Manage Communication & Organisation Revision

Preparing for the Meeting What purpose is proposed for having the meeting? Do reports have to be written – alert the report writer! Who will contribute ( and who will not)? Prepare an AGENDA(and agree it with all) Are there regular items (yearly, monthly?) Venue: Time? Place? Room availability? Communication & Organisation Revision

Communication & Organisation Revision Minutes of the meeting Minutes should reflect AGENDA Accurate reflection of decisions (rather than the discussion) Record (indexed?) to be kept in minute book or minute file Audit trail should be possible from agenda...minutes...action taken Communication & Organisation Revision

Communication & Organisation Revision After the Meeting Was it worth while? What was achieved? What was NOT achieved Is there a better way? E.g. Different venue; different people; shorter agenda; less/more frequent etc. etc. Communication & Organisation Revision

Communication & Organisation Revision Cultural Influences Communication & Organisation Revision

Communication & Organisation Revision The Examination Time: 2 Hours 6 Questions Attempt any THREE questions ( 30 marks each) No Text book One copy of Lecture Handouts only. Communication & Organisation Revision

Communication & Organisation Revision Example Examination Questions Communication & Organisation Revision

Communication & Organisation Revision Q1 Communication may be termed variously “Rich” or “Lean” A) Explain the definitions (above) using examples (10 marks) B) Daft & Lengel (1984) related the medium of communication to the message. Using an appropriate diagram, explain their findings.(10 marks) In part, organisation structures are designed in order to facilitate good internal communication. C) Explain, giving examples, the value of a matrix structure in a multinational organisation.(10 marks) D) In your view, how has the introduction of e-Mail affected how organisations are structured?(10 marks) Communication & Organisation Revision

Communication & Organisation Revision Question 2 Advertising and Public Relations(PR) are particularly important when communicating to people and organisations outside the business. A) Explain what PR is and to whom it might be directed in the case of an international tobacco company.(15 marks) B) Advertising is used to achieve several individual purposes. Name and explain as many of these as you are able. (10 marks) c) What is a Brand? (5 marks) Communication & Organisation Revision

Communication & Organisation Revision Question 3 Many organisations have successfully automated some communication processes such as Customer Order Processing. A) What name is given to the process of automatic communication referred to above? (5 marks) b) In the case of a telephone request to your bank for an updated account balance, draw a likely flow diagram that explains what communication is probably occurring. (10 marks) c) When groups or work teams wish to work simultaneously on filed data, what safeguards must the company put in place to preserve the integrity and security of the data? (15 marks) Communication & Organisation Revision

Communication & Organisation Revision Question 4 Meetings between colleagues may be very unproductive and a waste of valuable time. A) How may organisations optimise the effectiveness of their internal meetings. Explain giving examples. (15 marks). Making good decisions is the aim of every manager. B) When making decisions in a group, how may the effect of personality or hierarchy be effectively eliminated. Explain. (15 marks) Communication & Organisation Revision

Communication & Organisation Revision Question 5 Your company has asked you to research the activities of a major competitor and report upon your findings. A) If your supervisor wishes to have advance knowledge of your findings, what means of communication would you choose and why. B) When you have written your report to the board of directors, how would you wish its contents to be communicated and why? C) Outline the major headings you would expect to place in the Index (or contents list) of your report, briefly explaining each. Communication & Organisation Revision

Communication & Organisation Revision Good Luck ! Communication & Organisation Revision