This document discusses business organization and communication. It explains that companies have tangible assets like buildings and equipment, but also intangible assets like customer goodwill that increase the value of the company. Companies organize into departments using different structures like functional, geographic, product, and customer-based. Well-designed organization charts show reporting relationships and job titles within a company. Effective communication involves sending a clear message through an appropriate channel to a receiver, who then provides feedback. The communication process can break down if noise disrupts the message.

1. Business Communication and Customer Care
UNIT 1: ORGANIZATION AND COMMUNICATION
Mª Salomé Beltrán Pesudo

2. Business Communication and Customer Care
ORGANIZATION
• The company is an organization which sells goods
or services in the market
• Its primary purpose is obtained benefits
• In crisis situations, the purpose could be the
company survival

3. Business Communication and Customer Care
TANGIBLE ASSETS VS INTANGIBLE ASSETS
• When a company is created has goods, mobile
phones, company cars, buildings etc. They are
the tangible assets of the company. However, the
value of the company rarely coincides with the
value of its assets because it gains customers,
creates a good image and also generates
expectations for benefits. The value of this
intangible asset is called goodwill.
• Tangible Assets, Have a physical presence in
the company
• Intangible Assets, Don’t have physical presence
in the company

4. Business Communication and Customer Care
DEPARTMENTALIZATION IN THE COMPANY
• Companies utilize organization structure to create
their business hierarchies. Each company
determines the staffing levels that it needs to
operate efficiently, and organization structures
play an important role in this determination.
• There are several types of organizational
structures. The most common are:
– Functional
– Geographic
– Product
– Customer
– Sector

5. Business Communication and Customer Care
Functional
Functional, people are structured according their
functions

6. Business Communication and Customer Care
Geographic
Companies are organized by region

7. Business Communication and Customer Care
Product
Another common structure is to be organized by
specific product type

8. Business Communication and Customer Care
Customer
Certain industries are organized by customer type..
An example of this would be in healthcare.
Outpatient needs are very different from inpatient
customers

9. Business Communication and Customer Care
Sector
Other companies are organized by sectors

10. Business Communication and Customer Care
ORGANIZATION CHARTS AND JOB POSITION
• The organization chart is a diagram that shows
the structure of an organization and the relationships
between positions/jobs. Every company has its own
organization chart.
• Organization charts may show the titles, departments,
or responsibilities of personnel in an organization. To be
effective, organization charts have to show lines of
authority, responsibility or functional relationships.
• Inside every chart, there are a group of people with
different positions/jobs:
• Manager
• Staff
• Assistant/Secretary

11. Business Communication and Customer Care
• Every department has its own organization chart
where is the name of their employees.
Example for Finance department
organizational chart

12. Business Communication and Customer Care
COMMUNICATION
• Communication is a dynamic process involving
a series of actions and reactions with a view of
achieving a goal.
• The ability to receive a message is as important
as the ability to send a message
• Feedback is crucial because it tells you how your
message is being interpreted

13. Business Communication and Customer Care
Understanding the communication process can help
improve communication at home, at work and with
friends

14. Business Communication and Customer Care
Communication elements
The Sender
(communicator) is the
person who transmits
the message.

15. Business Communication and Customer Care
The Message is what will be communicated
The Channel is the vehicle
through which a message
is carried from
the communicator to the
receiver. The channels of
communication are written,
spoken, verbal, non-verbal,
mass media like TV, radio,
newspapers, books, etc.

16. Business Communication and Customer Care
The Receiver is the
person who receives
the message

17. Business Communication and Customer Care
• Feedback is the final step in the communications
process. This step conveys to the transmitter that
the message has been understood by the receiver
• Noise is an interruption that can creep in at any
point of the communication process and make it
ineffective. Noises can be real noises, auditory
stimuli, like phones ringing, people talking, or
construction workers.

18. Business Communication and Customer Care
Communication phases
1. The sender has an idea
2. The sender encodes the idea.
3. The sender transmits the message
4. The receiver gets the message
5. The receiver decodes the message
6. The receiver sends feedback to the sender