learn the pattern of business communication, and factors that influence it

1. The Information
Flows in The
Organization
Presented by
Sugiharto, SH. MM
© SUGIHARTO, SH.MM GICI Business School

2. 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
© SUGIHARTO, SH.MM GICI Business School

3. 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
© SUGIHARTO, SH.MM GICI Business School

4. Vertical communication
Messages flow
upward or
downward along a
path referred to
as the ―chain of
command.‖
Policy
Statements
Reports
Proposal
Plans
Directives
Instructions
© SUGIHARTO, SH.MM GICI Business School

5. 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.
© SUGIHARTO, SH.MM GICI Business School

6. 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.
© SUGIHARTO, SH.MM GICI Business School

7. Pattern Of Business Communication
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
© SUGIHARTO, SH.MM GICI Business School

8. Pattern Of Business Communication
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
© SUGIHARTO, SH.MM GICI Business School

9. Pattern Of Business Communication
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
© SUGIHARTO, SH.MM GICI Business School

10. Pattern Of Business Communication
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
© SUGIHARTO, SH.MM GICI Business School

11. Pattern Of Business Communication
External Factors influencing
Business Communication
The Organization
Technology Advances
© SUGIHARTO, SH.MM GICI Business School

12. External Factors influencing Business
Communication LEGAL & ETHICAL
International Laws
Domestic Laws
Code of Ethics
Stakeholder Interests
Ethical Frameworks
Personal Values
© SUGIHARTO, SH.MM GICI Business School

13. External Factors influencing
Business Communication
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.
© SUGIHARTO, SH.MM GICI Business School

14. 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 ?
© SUGIHARTO, SH.MM GICI Business School

15. External Factors influencing Business
Communication DIVERSITY Challenges
Cultural Differences
Language Barriers
Gender Issues
Education Levels
Age Factors
Non Verbal Differences
© SUGIHARTO, SH.MM GICI Business School

16. External Factors influencing Business
Communication DIVERSITY Challenges
Ethnocentrism
Stereotypes
Chronemics
Proxemics
Haptic
Kinesics
Translation
limitations
Common Sense Approach
© SUGIHARTO, SH.MM GICI Business School

17. External Factors influencing Business
Communication DIVERSITY Challenges
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
© SUGIHARTO, SH.MM GICI Business School

18. External Factors influencing Business
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
© SUGIHARTO, SH.MM GICI Business School

19. External Factors influencing Business
Communication TEAM Environment
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
© SUGIHARTO, SH.MM GICI Business School

20. External Factors influencing Business
Communication TEAM Environment
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
© SUGIHARTO, SH.MM GICI Business School

21. 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
© SUGIHARTO, SH.MM GICI Business School

22. External Factors influencing Business
Communication Technology Advances
Accuracy and Security Issues
Telecommunications
Shared Goals and Expectations
Software Applications
Telecommuting
Databases
© SUGIHARTO, SH.MM GICI Business School

23. External Factors influencing Business
Communication Technology Advances
Impact of
Technology
Collect and organize data better
Craft clearer and more
effective messages
Overcome distance issues
Raise legal and ethical issues
© SUGIHARTO, SH.MM GICI Business School

24. External Factors influencing Business
Communication Technology Advances
Legal and Ethical
Implications of
Technology
Information
ownership
Information access
Threats to privacy
© SUGIHARTO, SH.MM GICI Business School

25. 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
© SUGIHARTO, SH.MM GICI Business School

26. The EXTRANETS
External Factors influencing Business Communication
Technology Advances
Protected information and
resources on company
site are made available to:
Customers
Partners
Or others with
need to know
© SUGIHARTO, SH.MM GICI Business School

27. The INTERNET
External Factors influencing Business Communication
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
© SUGIHARTO, SH.MM GICI Business School

28. External Factors influencing Business
Communication Technology Advances
Business Communication evolves
from paper based method to
electronic based method
Document Production
Software
Electronic
Presentations Tools
Web Publishing Tools
Collaborative Software
© SUGIHARTO, SH.MM GICI Business School

29. THANK YOU FOR LISTENING
3nd Meeting
Business Communication
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
© SUGIHARTO, SH.MM GICI Business School