Presentation on theme: "Internal Communications. At the end of this unit you should be able to 1.Recognise how information flows within an organisation 2.Identify formal and."— Presentation transcript:
At the end of this unit you should be able to 1.Recognise how information flows within an organisation 2.Identify formal and informal communication structures within an organisation 3.Discuss the importance of keeping open channels of communication 4.Identify specific channels/media of communication and their usefulness in particular situations 5.Conduct a communication audit on a business or organisation
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
Internal Communication refers to the exchange of information that occurs among people within the organisation good internal communication systems necessary for efficient functioning
Task: Organisation Chart Identify an organisation to which you belong or have belonged. Sketch the organisational chart. 1.Is it tall or is it flat? 2.Does the chart reflect the organisations culture? 3.What are the strengths and weaknesses of the structure?
Information Flow in a Retail Organisation Strategic information Operational information
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 Downward Communication
Downward communication STRENGTHS 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 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
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 Barriers to Downward Communication
Status reports, reports to management Notification of problems Complaints/ grievances Ideas and suggestions Attitudes Upward Communication
Upword communication STRENGTHS Invaluable source of new ideas & information for managers Enables employees to participate Motivates employees Empowers employees WEAKNESSES 1.Employees playing politics 2.Fear of speaking your mind 3.Managers hearing but not listening 4.Gatekeeping 5.Added frustration
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 Lateral Communication
Lateral communication STRENGTHS Strengthens teamwork Spreads knowledge, skill & expertise Reduces dependence on management Contributes to positive atmosphere of mutual support 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
Increased specialisation of organisation sub- units Problems with language - different ‘jargon’ Power rivalries and gate-keeping Reasons for Poor Lateral Communication
communicating with someone who is not at the same level in the organisation and not in direct chain of command Diagonal Communication
Diagonal communication STRENGTHS Reduces barriers between departments Increase knowledge flow between departments Creates better understanding between departments thus increasing overall team effort 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
Task: Communication Flow Think about your organisation earlier 1.What direction does communication flow in this organisation? 2.How effective are they? 3.What are the barriers to communication?
Informal Communication Pathways of daily interaction Dependent on social relationships
The Grapevine In favour of Messages travel quickly Often the only source of vital information Some say mainly accurate Builds cohesiveness Creates culture Test bed Natural & relaxed Against Information follows an unpredictable path Usually some element of distortion Information unrecorded Some people may be bypassed or excluded Can be damaging
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