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Internal Communications

Internal Communications. At the end of this unit you should be able to. Recognise how information flows within an organisation Identify formal and informal communication structures within an organisation Discuss the importance of keeping open channels of communication

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Internal Communications

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  1. Internal Communications

  2. At the end of this unit you should be able to • Recognise how information flows within an organisation • Identify formal and informal communication structures within an organisation • Discuss the importance of keeping open channels of communication • Identify specific channels/media of communication and their usefulness in particular situations • Conduct a communication audit on a business or organisation

  3. What we will look at in this unit • Formal Communication Structures – Organisation Chart • Communication Flow – up, down, lateral, • Informal Communication – grapevine • Communication media – • Types • which to choose • Internal communications audit

  4. Internal Communication • refers to the exchange of information that occurs among people within the organisation • good internal communication systems necessary for efficient functioning

  5. Why is internal communication important?

  6. Why is internal communication important? • Essential to functioning of organisation • Creates understanding-objectives & roles • Improves culture • Job satisfaction • Safety • Decrease litigation, staff turnover & absenteeism

  7. FORMAL Internal CommunicationSTRUCTURES • Sanctioned by management • Follow predictable paths • LIST examples of formal internal communication structures.

  8. Organisational Chart

  9. Task: Organisation Chart Identify an organisation to which you belong or have belonged. Sketch the organisational chart. • Is it tall or is it flat? • Does the chart reflect the organisations culture? • What are the strengths and weaknesses of the structure?

  10. Communication Flow - 3 basic directions • Downwards • Upwards • Laterally • Diagonally

  11. Information Flow in a Retail Organisation Strategic information Operational information

  12. Downward Communication • Information about the organisation’s mission, values, strategic goals • Employee handbook • Standard operating manual • Job descriptions • Information about major accomplishments, concerns, announcements, audits, etc • Operational issues and decisions

  13. Downward communication STRENGTHS WEAKNESSES

  14. Downward communication STRENGTHS WEAKNESSES Message gets diluted or distorted Wrong channel may be used Messages may be withheld or manipulated Could damage morale Information overload Problems with accuracy, consistency, completeness • Establishes clear lines of authority and who does what! • Logical way to keep employees informed • Can motivate employees towards the organisations vision & strategy • Employees get to know managements view

  15. Barriers to Downward Communication • Resistance from managers • Information overload • Organisation structure • e.g. tall organisation with many levels of management • Organisation culture/ management style • e.g. very formal bureaucratic culture; closed, secretive management style

  16. Upward Communication • Status reports, reports to management • Notification of problems • Complaints/ grievances • Ideas and suggestions • Attitudes

  17. Upward communication STRENGTHS WEAKNESSES

  18. Upword communication STRENGTHS WEAKNESSES Employees playing politics Fear of speaking your mind Managers hearing but not listening Gatekeeping Added frustration • Invaluable source of new ideas & information for managers • Enables employees to participate • Motivates employees • Empowers employees

  19. Reasons for Poor Upward Communication

  20. Lateral Communication • horizontal communication between staff at the same level in the organisation. It is used for: • Liaising and co-ordinating activities • Sharing information and ideas, expertise and best practice

  21. Lateralcommunication STRENGTHS WEAKNESSES

  22. Lateralcommunication STRENGTHS WEAKNESSES Cliques could form and shut others out Employees may feel managers need to be more involved Employees may find it difficult to cope with continuous later communication May not work in a competitive environment • Strengthens teamwork • Spreads knowledge, skill & expertise • Reduces dependence on management • Contributes to positive atmosphere of mutual support

  23. Reasons for Poor Lateral Communication • Increased specialisation of organisation sub-units • Problems with language - different ‘jargon’ • Power rivalries and gate-keeping

  24. Diagonal Communication • communicating with someone who is • not at the same level in the organisation and • not in direct chain of command

  25. Diagonal Communication

  26. Diagonalcommunication STRENGTHS WEAKNESSES

  27. Diagonalcommunication STRENGTHS WEAKNESSES May offend your manager May not be appropriate to communicate in this way May cause rivalry if two departments become very close at expense of others Important information may not get communicated upward/downward • Reduces barriers between departments • Increase knowledge flow between departments • Creates better understanding between departments thus increasing overall team effort

  28. Task: Communication Flow Think about your organisation earlier • What direction does communication flow in this organisation? • How effective are they? • What are the barriers to communication?

  29. Informal Communication • Pathways of daily interaction • Dependent on social relationships

  30. The Grapevine In favour of Against

  31. The Grapevine In favour of Against Information follows an unpredictable path Usually some element of distortion Information unrecorded Some people may be bypassed or excluded Can be damaging • Messages travel quickly • Often the only source of vital information • Some say mainly accurate • Builds cohesiveness • Creates culture • Test bed • Natural & relaxed

  32. The Grapevine Clique 1 Clique 2 Isolate Clique 3 Clique 4

  33. Task: I heard it through the grapevine ! • What information do you receive informally in your organisation? • What information did/do you receive informally as a student?

  34. ‘The Medium is the Message’Marshall McLuhan Key decisions • What is the PURPOSE? • Who are my AUDIENCE? • Which is the most effective channel of communication (MEDIUM)?

  35. When choosing a Medium….. Consider…………… • Speed • Distance • Quantity • Intimacy • Talent

  36. Task: Your choice of media? • List as many media types used by organisations. • Give examples when to use each type for communication in an organisation.

  37. Internal Media

  38. Summary- Internal Communications • Good communication essential to organisational functioning • Formal & informal communication • Choosing appropriate medium critical to effectiveness of message

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