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Communication

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by

Elizabeth Park

on 7 March 2014

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Transcript of Communication

"The interchange of information"
How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world?
Question F
iMBA November 2014 Intake
IE Business School
Part I:
Relaying the Message
Part II: Receiving Feedback
Finding Waldo
Summarizing the Strategy
What is Communication?
Globalization and Technology
I am the main
facilitator
aforementioned. My duties include, but are not limited to:
Overseeing the entire operation, providing all tools and guidelines required for a smooth workflow
Maintaining the consistency of information communicated at all levels
Ensuring chronological completion of tasks assigned and keeping the process aligned to the established timeline
Acting as the main point of contact for all related issues
Gathering feedback data and results to formulate useful analysis
1. Communication is bilateral involvement.
Proper communication cannot happen without the acknowledgment by the listener. Require a reaction from the other party.
2. Understand and utilize the organization structure.
Employees of all levels can be mobilized according to roles & responsibilities to achieve the organization's goals.
3. Prioritize customer service.
Employees, clients, and suppliers all require customer service to maintain good relationships, but know who needs the extra care - The clients.



Top-Down Approach:

Executive Level
Middle Management
Employees, Clients, Suppliers
In these Top Down & Bottom Up approaches, simple technologies were used:





Everyday communication tools can be combined with the right strategies to ensure proper delivery of message, regardless of the recipient's location.
The complexity of technology used is not the key.
Bottom-Up Approach
So, Where Am I in the Picture?
Simple tools can be powerful
Key concepts
Communication
An interchange infers two parts:
Relaying the message
Receiving feedback
Thank You
Executive Level
It is now the recipients' turn to respond.

Backtracking:

Employees, clients, and suppliers
Middle Management
Executive Level
Middle Management
(1/2)
Executive Level
You have just participated in an important meeting with your superior.
A. "
Ensuring every part of instructions received..."
B.
"...properly reach all subordinates, suppliers and clients, located in different parts of the world"
Middle Management
(2/2)
Employees
"Heads Up"
: Notify ahead of time and
come to agreement with all stakeholders regarding the instructions. If stakeholders are geographically dispersed, set up mandatory video/teleconferences set to various time zones to ensure face-to-face acknowledgment
"Fine Tune"
: Listen to concerns and suggestions from Middle Management and improve the communication content
"Make it official"
: Publish an official document, with finalized content confirmed and approved up to the highest level executive responsible
"Break the news"
: The main facilitator sends out an organization-wide e-mail for all employees. Also, post on company intranet site for increased visibility. Internal purposes only.
"Ojos Aquí"
: Opt for Read Receipt, and send on behalf of the head executive in charge to stress importance.
Vol. I - March 2014
Employees
Clients
Suppliers
Middle
Management (2/2)
Response Method:
All Read Receipts are automatically sent to the sender of e-mail, the operation facilitator.
Any questions, concerns, issues, etc. are also sent to the facilitator, with appropriate manager CC'd.
Response Method:
Confirm verbally via phone or e-mail to the manager

with the facilitator CC'd. Whichever is preferred, the responsible manager will keep track of client acknowledgments.
Response Method:
All Read Receipts will be sent back to the responsible manager via e-mail.
Any questions, concerns, issues, etc. are also sent to the manager, with the facilitator CC'd.
"I Don't Know Best"
:
Any issues outside the managers' capabilities will be forwarded to the main facilitator
When every recipient has responded, report to the facilitator
"Results Are In"
: Facilitator reports to the Executives, including
Response statistics by type of recipient, region, and other categories as needed.
Summarized feedback of employees, clients, and suppliers
Based on data provided, move on to decision making process
Middle
Management (1/2)
"I Know Best"
: For regional or expertise specific inquiries, responsible managers will answer or resolve issues, with knowledge of the facilitator
"No entiendo..."
:
The initial e-mail announcement will be in English, but if there are any linguistic issues, managers will resolve individually for their own assigned regions
"Dear John.."
: Managers receive pre-drafted e-mail targeted for clients and suppliers from the project facilitator. Send out personalized versions of the draft to each recipient.
"The Check List"
: Identify clients and suppliers under own responsibility, and create a recipient list
"Who's in Charge?"
:Each manager is responsible for his/her assigned geographic region around the world
"You've Got Mail"
: Employees will receive organization-wide e-mail before clients and suppliers, and will be asked to send back Read Receipt.
Contact information for the operating facilitator will be provided
"Anytime, Anywhere"
: Employees can also access the instructions on company intranet
Clients
Suppliers
"Follow through"
: Each manager responsible will take a follow up action (phone/e-mail) to discuss the instructions verbally, if no initial response
"Be Mindful"
: If calling, select the appropriate time at managers' discretion, as time zones vary among regions.
Contact information for the main operating facilitator will be provided
"In the Loop"
: Suppliers will be asked to send back Read Receipt
Contact information for the main operating facilitator will be provided
Employees
Clients
Suppliers
Employees
Clients
Suppliers
“The single biggest problem in communication is the illusion that it has taken place.”
- George Bernard Shaw
Solution:
Require responses from recipients, leaving no room for illusion.
E-mail
Intranet
Phones
Video Conferencing
Full transcript