Companys chain of command planned communication with

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company’s chain of command Planned communication with outsiders (letters, reports, memos, speeches, websites and news release) Casual communication among employees (email , face-to-face conversations and phone calls that do not follow the company’s chain of command) Casual communication with suppliers, customers, investors and other outsiders(Face- to-face conversations, email and phone calls) A. INTERNAL COMMUNICATION It refers to the exchange of information and ideas within an organization. As employee, you are in a position to observe things that your supervisors and co- workers cannot see: a customer’s first reaction to a product display, a supplier’s brief hesitation before agreeing to a delivery date or a slowdown in the flow of customers. Managers and co-workers need these little gems of information in order to do their jobs. Internal communication helps employees do their jobs , develop a clear sense of the organization’s mission and identify and react quickly to potential problems. To maintain a healthy flow of information within the organization, effective communicators use both formal and informal channels. Formal Internal Communication Network: The formal flow of information follows the official chain of command. There are organizational charts in many company’s which commands good communication flow. In organization information flows down, up, and across the formal hierarchy. Downward Flow : Organizational decisions are usually made at the top and then flow down to the people who will carry them out. Most of what filters downward is geared towards helping employees do their jobs. From top to bottom, each person must understand each message, apply it , and pass it along. Upward Flow : To solve problems and make intelligent decisions, managers must learn what’s going on in the organization. Because they can’t be everywhere at once, executives depend on lower-level employees to furnish them with accurate, timely reports on problems, emerging trends, opportunities for improvement, grievances, and performance. Horizontal flow : Communication also flows from one department to another, either laterally or diagonally. This horizontal communication helps employees share information and coordinate tasks, and it is especially useful for solving complex and difficult problems. Formal organization charts illustrate how information is supposed to flow. In actual practice, however, lines and boxes on a piece of paper cannot prevent people from talking with one another. Informal internal communication: Every organization has an informal communication network known as grapevine that supplements official channels. As
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26 people go about their work, they have casual conversations with their friends in the office. Although many of these conversations deal with personal matters, about 80 percent of the information that travels along the grapevine pertains to business.
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