Effective business communication development 3

The Information
Flows in The
Organization
Presented by
Sugiharto, SH. MM

© SUGIHARTO, SH.MM GICI Business School

Formal Network Flow in an Organization
Downward Communication

Upward Communication

Supervisor to employee

Feedback to downward
communication

Policies and procedures
Organizational ‗s goals
and strategies
Works assignment

Progress reports
Ideas / suggestion

Horizontal
Communication
Interaction between
organizational units on
the same hierarchical
level

Feeling / attitudes

Employees
development

Coordination of interrelated
activities and problem
solving efforts


MANAGER
SUPERVISOR A
ASSISTANT A
WORKER A1
WORKER A2

SUPERVISOR B

SUPERVISOR C

WORKER B1

WORKER C1

WORKER C3

WORKER B2

WORKER C2

WORKER C4

WORKER B3
Vertical communication

WORKER A3

Horizontal communication
Network communication

Business Communication by Krizan, Merrier, Logan and
Williams, 7th edition © 2008, Thomson, South Western

Vertical communication
Messages flow
upward or
downward along a
path referred to

as the ―chain of
command.‖
Policy

Statements
Reports

Proposal

Plans

Directives
Instructions


Horizontal communication
message flow occurs
between workers or units of
comparable status who need to
share data or coordinate
efforts.
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.

Pattern Of Business Communication
Regardless of the direction in which it
flows, communication may have
a formal or an informal

A Formal communication
Is planned by the organization.

Flows in all directions
Is essential for the effective operation
of the business

Controls individual and group behavior
It can be written (memo, report,
policy) or oral (speech, meeting).
Most organizations keep written
records of formal oral
communication copies of
speeches, minutes of meetings.
formal and informal refer to the nature of a communication, not
the writing or speaking style used to convey a message.

consists of both business-related and

An informal communication personal information
Is not planned by the organization.
Flows in all directions

Develops and maintains
positive human relationships
Most informal communication is oral, but widespread
use of e-mail has made informal written
communication more popular.

An informal communication flows in the organization
Develops as people interact within the formal
communication system and certain behavior patterns
emerge—patterns that accommodate social and
psychological needs

Serial Communication
Much of the information flowing vertically and horizontally
within an organization involves three or more individuals
Job Instructions
are developed by
managers
Report
Supervisors

The workers under
supervisor‘s
direction


Serial Communication
In serial communication, messages are usually changed,
sometimes dramatically as they are sent from one
member of the chain to another
Each sender may…

Add details

Special precautions
are necessary
Take notes

Receiver

Repeat the messages

Sender

Keep the message simple
Request feedback

External Communication Pattern
flows between a business organization and the entities
with which it interacts.
External networks connect and respond appropriately to
environmental change, threat opportunity or challenge.
Organizations receive information necessary to identify and
In - flow
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


External Factors influencing
Business Communication

The Organization

Technology Advances


External Factors influencing Business
Communication LEGAL & ETHICAL
International Laws
Domestic Laws
Code of Ethics
Stakeholder Interests
Ethical Frameworks
Personal Values


External Factors influencing
Identify the
existence of an
ethical issue

Identify an
alternative

Resource
groups

Select
another
alternative

LEGAL & ETHICAL

Is the alternative legal
and does it comply with YES
relevant contractual
agreements and
company policy?
NO
NO

Owners
NO

Customers

Creditors
Government
Society

YES

Employees

Suppliers

Is the alternative
consistent with the
company‘s and/or
the profession‘s
code of ethics?

Is the alternative ethical?

Implement alternative
Communicate ethical
decision and related
action

Revise code of ethics
if necessary.

Dimensions of
Business Behavior
First Dimension
Behavior that is
illegal and unethical

Second Dimension
Behavior that is
illegal yet ethical

Third Dimension
Behavior that is legal
yet unethical

Fourth Dimension
Behavior that is both
legal and ethical

Can you give the examples of each dimensions ?

Communication DIVERSITY Challenges
Cultural Differences
Language Barriers
Gender Issues
Education Levels
Age Factors
Non Verbal Differences


Ethnocentrism
Stereotypes
Chronemics
Proxemics
Haptic
Kinesics
Translation
limitations
Common Sense Approach

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


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

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


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


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


Communication Technology Advances
Accuracy and Security Issues
Telecommunications
Shared Goals and Expectations
Software Applications
Telecommuting
Databases


Impact of
Technology
Collect and organize data better
Craft clearer and more
effective messages
Overcome distance issues
Raise legal and ethical issues



Legal and Ethical
Implications of
Technology
Information
ownership
Information access
Threats to privacy

The INTRANETS

External Factors influencing Business Communication

Technology Advances

Password Protected
resources available
via the Internet allow
companies to post
information and
resources for
employees


The EXTRANETS


Technology Advances

Protected information and
resources on company
site are made available to:
Customers
Partners

Or others with
need to know


The INTERNET

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


Business Communication evolves
from paper based method to
electronic based method
Document Production
Software

Electronic
Presentations Tools
Web Publishing Tools
Collaborative Software

THANK YOU FOR LISTENING
3nd Meeting

Presented by
Sugiharto, SH. MM
STIE GICI Business School

October 2013
Background image provide by
slide Factory.blogspot.com
Twitter @Hotslides
c

Presentation created by
Ace 013/ugik Slides factory
© MCX 2013

Effective business communication development 3

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