MODULE 1

UNIT NAME: UNDERTAKE BUSINESS COMMUNICATION

 

ELEMENTS 1: IDENTIFY FORMS OF BUSINESS COMMUNICATION

1.1  Business communication is defined

Communication is an essential element in the success of any business.

Communication - is the process of transmitting the messages and receiving the response of that message

Business communication is defined as;

·       The process of transferring information from one person to another, within and outside the business environment.

·       The process of sharing information between people within the workplace and outside a company.

Effective business communication - Is the way employees and management communicate to achieve organizational goals.

PURPOSE/OBJECTIVES OF COMMUNICATION

The objective is to improve organizational efficiency by reducing mistakes

ü  To inform – One of most important objectives of communication is passing and receiving information about of particular fact of circumstance. An organization can inform consumers about its products, availability of credit, availability of raw materials, or about government rules and regulations. It can also communicate to inform staff about the latest development in the field of science and technology. Within the organization you can inform employees about job assignments, or inform them of general information on policies and activities of organization.

ü  To advice- Information is factual and objective, advice on the other hand involve personal opinions. It is subjective and neutral. When advice is given to person he /she may use it or decide not to use it. An advice is aimed at influencing the opinion or behaviour of another person. Advice flows downwards or horizontally, e.g. from a doctor to patient and not vice versa.

ü  To order- An order is an authoritative communication; it is a directive to somebody (subordinate) to do something to modify or not to do something. Orders flow from top to bottom.

ü  To suggest (make suggestion) -A suggestion is different from other forms of communication. In other forms it flows from superiors to subordinates but, a Suggestion may flow from subordinate to superior. A suggestion is mild or subtle and it moves in all directions.

ü  To persuade-This is communication aimed at influencing the attitudes, feelings or beliefs of others.

ü  To Educate- Education is a conscious process of communication. It involves teaching and learning, its main purpose is to widen knowledge and improve skills.

ü  To warn someone -If employees don’t abide by the rules of the organization they will be warned.

ü  Raise the morale -Morale-stands for mental health. It’s a powerful factor representing the sum of many qualities such as courage, fortitude, resolution and confidence.

ü  TO motivate-Motivation is very close to rising of miracle. It means to energize and activate a person and challenge his or her behaviour towards the attainment of desired goals

 

 

 

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Business communication has therefore some basic elements

 

 

• Sender - the person who intends to make contact for passing information and understanding to other person e.g.  Employees, customers, business persons, government, agencies, suppliers etc.

• Business information - Business information is information that holds meaning, value or significance of business e.g reports business memos, letters etc.

• Receiver - The person to whom the message is meant for is known as receiver or communicate it could be employees, customers, business persons, government , agencies, suppliers etc.

• Feedback - When the receiver acknowledges the message of the sender and responds back to him/her, feedback takes place. Without feedback communication is incomplete.

 

The above elements indicate business communication as a process in which information or news related to business is exchanged between different business parties like customers, suppliers, business clients, employees, etc. for the purpose of effective administration of the business.

Features of Business Communication:

ü  Practical - Effective business communication deals with the practical aspect of the information explaining why, how, when and the like queries. It avoids impractical, imaginary, unnecessary or repetitive information to eliminate waste of time. It conveys important information to the receiver.

ü  Factual - In general a business message contains facts and figures in place of overall idea. Important date, place, time, etc. should be clearly mentioned in a business communication.

ü  Clear and Brief - The language used in business communication should be simple, clear, brief and without ambiguity. Sometimes charts, photographs, diagrams, etc. are used to condense or clarify the information.

ü  Target-Oriented - A business communication must have a specific objective and must be planned properly so that the objective can be achieved.

ü  Persuasive - Business communication often plays a persuasive role. It persuades an employee to perform his/her duties, a customer to buy a product or service etc. The basic characteristics mentioned above are related to the message or information of the communication.

IMPORTANCE OF COMMUNICATION

Importance of business communication                                                    

 ü  Information sharing: business communication is the primary means by which information is shared within an organization. It ensures that everyone from employees to management is on the same page regarding goals, objectives, processes, and changes within the company.

 ü  Decision-making: informed decisions are vital for any organization's success. Effective communication provides the necessary data and context for decision-makers to make informed choices about the company's future.

 ü  Conflict resolution: misunderstandings and conflicts are inevitable in any workplace. Good communication can help identify and address these issues promptly and amicably, preventing them from escalating and disrupting productivity.

 ü  Employee engagement: clear and transparent communication fosters a sense of trust and belonging among employees. Engaged employees are more motivated and productive, leading to improved overall company performance.

 ü  Customer relations: communicating effectively with customers is crucial for building and maintaining relationships. This includes responding to inquiries, addressing complaints, and ensuring that customers are informed about product updates and changes.

 ü  Efficient operations: smooth and efficient operations rely on effective communication. It ensures that tasks are carried out correctly, processes are followed, and resources are allocated appropriately.

 ü  Innovation: innovative ideas often come from diverse sources within an organization. A culture of open and effective communication encourages the exchange of ideas and the collaboration needed to bring these ideas to fruition.

 ü  Goal alignment: communicating company goals and objectives to all levels of the organization helps ensure that everyone is working toward a common purpose. It prevents departments or teams from pursuing conflicting objectives.

 ü  Compliance and legal matters: many industries are subject to various regulations and legal requirements. Effective communication ensures that employees are aware of and adhere to these rules, reducing the risk of legal issues.

 ü  Public relations: how a company communicates with the public and the media can significantly impact its reputation. Clear, honest, and timely communication can help manage public perception and maintain trust.

 ü  Cost reduction: poor communication can lead to errors, redundancy, and inefficiency, resulting in financial losses. Improved communication can help streamline processes and reduce costs.

 ü  Crisis management: when a crisis or emergency arises, timely and accurate communication is crucial. It allows the organization to manage the situation, minimize damage, and maintain public trust.

 ü  Competitive advantage: effective communication can differentiate a company from its competitors. It can enhance brand image, customer loyalty, and the ability to adapt to changing market conditions.

 

Forms of business communication are analysed

 

Forms of business communication

 

1.     Internal versus external

Internal Business Communication

Internal Business Communication means communication that occurs within the members of the organization.

This communication includes both formal and informal communication.

It is further categorized as

v Internal (upward) communication

v Internal (downward) communication.

a. Internal (Upward) Communication: This type of internal communication involves the bottom to the top management approach. Here, the information flows from subordinates to managers or any person that is on the upper in the hierarchy level.

 

For example, employees of the HR department of an organization prepare an attrition report and communicate the same to the HR Manager. The attrition report consists of information on the monthly or annual employee turnover of an organization and reasons for the same. This helps the HR Manager to understand the cause of attrition and to take corrective measures on time to reduce employee turnover.

The characteristics of upward internal business communication include:

• It includes bottom to top approach i.e. subordinates to superiors.

• Its nature is participative.

• The main purpose is to provide timely feedback, suggestions, making requests, escalating any issues or concerns, etc. to superiors.

• The flow of the information is from the lower level to the upper level.

b. Internal (Downward) Communication: In downward communication, the information flows from the top-level management to the employees in an organization.

 

This information is related to passing on instructions to subordinates or employees to do their respective tasks.

Downward communication is being used by managers to communicate different goals, procedures and policies, guidelines, decisions, instructions, etc. to their subordinates.

 This type of communication can be in

v Oral form - face-to-face conversations, telephonic communication, meetings, etc

v Written form - notices, manuals, news display in electronic form

 The written form includes different, etc. The oral form of downward communication includes different.

 

The characteristics of downward internal business communication include:

• It includes top to bottom approach i.e. superiors to subordinates.

• Its nature is directive.

• Main purpose is to communicate organizational objective, plans and procedures, instructions, etc. to subordinates.

• The flow of the information is from the upper level to the lower level.

c. Internal Horizontal/Lateral Business Communication

Lateral or horizontal communication is related to communication among co-workers i.e. either verbal communication or written communication.

This may include inter-departmental communication or communication between cross-departments and can be between people of the same or similar rank in a company or employees having an equal hierarchy level

To achieve the functional effectiveness of different organizational units, horizontal or lateral communication is required for seeking mutual cooperation and mutual help.

 

For example, the Marketing head of an organization is supposed to communicate about market trends, customer needs and expectations, product demand scenario, etc. to a production head for production of products accordingly.

Similarly, the HR manager of an organization works with different department heads for different functioning like hiring, training needs of employees, performance appraisals, welfare activities, etc.

2. External Business Communication

·       Communication with people who are external to the organization is known as external business communication.

·       These people can be customers or shareholders or suppliers or partners or regulatory bodies, etc.

2.     Formal vs informal communication

 

Formal communication consists of messages that follow prescribed channels of communication throughout the organization.

·   The most common way of depicting formal communication networks is with organizational charts organizational charts provide clear guidelines as to who is responsible for a given task and which employees are responsible for others’ performance.

·       Organizational charts demonstrate that communication can flow in several directions: downward, upward, and horizontally.

 

Informal/grapevine communication - has no definite route of communication for sharing information. Information converges a long way by passing from one person to another leaving no indication from which point it started.

This is similar to the vines of grapes. This kind of communication is in the form              of

 

(a) Office gossip involving telling a number of persons in one’s group,

(b) Single standard office stories to a trusted colleague who in turn tells another trusted colleague, and so on.

 (c) Probability; an employee may also become indifferent about whom he should pass the information to.

 

(d) Cluster: in this case the person who has the information passes it to selected individuals who also pass it on to selected individuals. In every organization, some people have good liaison with other persons.

 

N/B

 

Informal communication is generally considered to be any interaction that does not generally follow the formal structure of the organization but emerges out of natural social interaction among organization members. Whereas formal communication consists of messages the organization recognizes as official, informal messages do not follow official lines

 

3.     Intrapersonal vs interpersonal comm.

Intrapersonal communication

·       Intrapersonal communication is the communication that occurs within your own mind.

·       It occurs when you evaluate or examine the interaction that occurs between yourself  and others, but it is not limited to such situations.

·       This form of communication occurs before and during other forms of communication as well. E.g, you might argue with yourself during a conversation in which someone asks you to do something you don’t really want to do: before you accept or decline, you mull over the alternatives in your mind.

·       Intrapersonal communication also includes such activities as solving problems internally, resolving internal conflict, planning for the future, and evaluating yourself and your relationships with others.

 

Interpersonal communications

Interpersonal communication is the process of using messages to generate meaning between at least two people in a situation that allows mutual opportunities for both speaking and listening. Interpersonal communication occurs for a variety of reasons:

·       To solve problems,

·       To resolve conflicts,

·       To share information,

·       To improve perceptions of oneself,

·       To fulfill social needs i.e. need to belong or to be loved.

 

Through interpersonal communication, we are able to establish relationships with others that include friendships and romantic relationships.

 

Subsets of interpersonal communication are;

v Dyadic Communications

v Small-group communication

 

 Dyadic Communications - is simply two-person communication, such as

·           Interviews with an employer or a teacher.

·       Talks with a parent, spouse, or child.

·           Interactions among strangers.

·           Acquaintances and   friends.

 

Small-group communication - is the process of using messages to generate meaning in a small group of people e.g.

·       In families.

·           Work groups.

·       Support groups.

·           Religious groups.

·       Study groups.

 

Channels of Business Communication

Business communication is held to a higher standard than everyday communication.

The consequences of misunderstandings are usually higher stakes than informal communication scenarios. The techniques for improving communication are the same regardless of where the conversation takes place.

(There’s a well-known expression that goes “It’s not what you say, it’s how you say it.” It’s really both)

A communication channel is the medium, mean, manner or method through which a message is sent to its intended receiver.

v The basic channels are;

·       Written (hard copy print or digital formats),

·       Oral or spoken,

·       Electronic and multimedia.

Within those channels, business communications can be formal, informal, or unofficial. Finally, communications can be rich or lean.

Channel richness refers to the amount and immediacy of information that can be transmitted. Face-to-face communication is very high in richness because it allows information to be transmitted with immediate feedback.

For instance, a tweet is very low in richness because Twitter allows only few characters to be transmitted with no feedback.

On the other hand, face-to-face communication is limited to one person communicating with a few other people in close proximity. Where as a tweet can reach thousands of followers around the world.

The following diagram shows the richness of different types of communication.

Different types of communication media have varying channel richness.

Oral Communications

Oral channels depend on the spoken word.

They are the richest mediums and include face-to-face, in-person presentations, mobile phone conferences, group presentations, telephone, video meetings, conferences, speeches, and lectures.

These channels deliver low-distortion messages because body language and voice intonation also provide meaning for the receiver.

They allow for immediate feedback of the communication to the sender.

 They are also the most labor-intensive channels in terms of the number of people involved in the transaction.

Oral channels are generally used in organizations when there is a high likelihood of the message creating anxiety, confusion, or an emotional response in the audience i.e meetings with management staff.

This allows the receivers (audience) to get immediate clarification and explanations, even if the explanation is a simple but direct.

Oral communications are also useful when the organization wants to introduce a key official or change a long-established policy, followed up with a written detailed explanation.

Senior managers with high credibility usually deliver complex or disturbing messages. For example, a senior manager will usually announce plans to downsize during a meeting so that everyone gets the same message at the same time.

 This will often include a schedule or a timeline so people know when to expect more details.

Written Communications

Written communications include e-mails, texts, memos, letters, documents, reports, newsletters, spreadsheets, etc. (Even though e-mails are electronic, they are basically digital versions of written memos.)

They are among the leaner business communications. With written communications, the writer must provide enough contexts so the words can be interpreted easily.

The receiver should inquire about ambiguity and ask for clarification if needed.

Written messages are effective when transmitting large messages.

Written information can also be studied over time if necessary.

Reports can include supporting data and detailed explanations when it is important to persuade the receiver about a course of action.

Written communications can be carefully crafted to say exactly what the sender means. Formal business communications, such as job offer letters, contracts and budgets, proposals and quotes, should always be written.

Electronic (Multimedia) Communications

Television broadcasts, web-based communications such as social media, interactive blogs, public and intranet company web pages, Facebook, and Twitter belong in this category of communication channels.

 Electronic communications allow messages to be sent instantaneously and globally. People can talk face-to-face across enormous distances. Marketing and advertising can be targeted at many different types of customers, and business units can easily communicate in real time.

This is especially important when customers must be advised of product recalls or security issues.

 

Major Types of Business Communication Channels
TYPE OF CHANNEL	ADVANTAGES	DISADVANTAGES
Oral communications	Build relationships and trust; accelerate decision making due to immediate feedback	Spontaneous nature may lead to unwise statements; people are unable to refer to the communication once it is said unless a record is made.
Written communications	Message can be revised for exactness; can be archived for reference; can be studied. Appropriate for legal and formal business functions.	Message is static; sender does not receive immediate feedback. Hard for the sender to gauge if the receiver has understood.
Multimedia	Instant, global, and adaptable to multiple targets.	Technical difficulties and hack attacks threaten the security of organizations and their customers/clients.

 

2. IDENTIFY THE HR COMMUNICATION PROCESS

2.1  Communication cycle is defined

2.2  Communication types(up-ward, down-ward and horizontal) are identified

2.3  Communication within the organization is identified

2.4  Communication outside the organization is identified

2.5  Communication barriers are identified

                                                   COMMUNICATION

Communication is the process of transmitting the messages and receiving the response of that message

The person who sends the messages is known as sender and the person who receives the message is known as receiver and the response to the message is known as feed back

A communication therefore has three parts: the sender, the message, and the recipient.

The sender ‘encodes’ the message, usually in a mixture of words and non-verbal communication. It is transmitted in some way (for example, in speech or writing), and the recipient ‘decodes’ it.

Encoding Messages

Encoding is the process of converting data from one form to another.

All messages must be encoded into a form that can be conveyed by the communication channel chosen for the message (spoken words or a written form)e.g. text written for a report will not work well if broadcast via a radio programme, and the short, abbreviated text used in text messages would be inappropriate in a letter or in speech.

Complex data may be best communicated using a graph, chart or other visualization.

Effective communicators encode their messages so that they fit both the channel and the intended audience.

Decoding Messages

Once received, the recipient needs to decode the message. Successful decoding is also a vital communication skill. People will decode and understand messages in different ways.

This will depend on their experience and understanding of the context of the message. They may also be affected by any Barriers to Communication which might be present.

Successful communicators understand how the message will be decoded, and anticipate and remove as many as possible of the potential sources of misunderstanding.

Feedback

The final part of a communication is feedback: the recipient lets the sender know that they have received and understood the message.

Recipients of messages are likely to provide feedback on how they have understood the messages through both verbal and non-verbal reactions; feedback will vary with the communication channel.

 Feedback during a face-to-face or telephone conversation will be immediate and direct, whilst feedback to messages conveyed via TV or radio will be indirect and may be delayed, or even conveyed through other media such as the Internet.

Since the feedback requires another message to be communicated by the sender to the receiver. So communication process  become a circular process.

7 Principles of Communication

1. Principle of Clarity:

The idea or message to be communicated should be clearly spelt out. It should be worded in such a way that the receiver understands the same thing which the sender wants to convey.

 There should be no ambiguity in the message. It should be kept in mind that the words do not speak themselves but the speaker gives them the meaning. A clear message will evoke the same response from the other party.

 It is also essential that the receiver is conversant with the language, inherent assumptions, and the mechanics of communication.

2. Principle of Attention:

In order to make communication effective, the receiver’s attention should be drawn towards message. People are different in behavior, attention, emotions etc. so they may respond differently to the message. Subordinates should act similarly as per the contents of the message.

The acts of a superior also draw the attention of subordinates and they may follow what they observe. For example, if a superior is very punctual in coming to the office then subordinates will also develop such habits. It is said that ‘actions speak louder than words.

3. Principle of Feedback:

The principle of feedback is very important to make the communication effective. There should be a feedback information from the recipient to know whether he has understood the message in the same sense in which the sender has meant it.

4. Principle of Informality:

Formal communication is generally used for transmitting messages and other information. Sometimes formal communication may not achieve the desired results, informal communication may prove effective in such situations. Management should use informal communication for assessing the reaction of employees towards various policies. Senior management may informally convey certain decisions to the employees for getting their feedback. So this principle states that informal communication is as important as formal communication.

5. Principle of Consistency:

This principle states that communication should always be consistent with the policies, plans, programmes and objectives of the organization and not in conflict with them. If the messages and communications are in conflict with the policies and programmes then there will be confusion in the minds of subordinates and they may not implement them properly. Such a situation will be detrimental to the interests of the organization.

6. Principle of Timeliness:

This principle states that communication should be done at proper time so that it helps in implementing plans. Any delay in communication may not serve any purpose rather decisions become of historical importance only.

7. Principle of Adequacy:

The information communicated should be adequate and complete in all aspects. Inadequate information may delay action and create confusion. Inadequate information also affects efficiency of the receiver. So adequate information is essential for taking proper decisions and making action plans.

Factors to Consider When Choosing Means of Communication

 

1. Speed- Speed is an important factor when the message is urgent. In such a case telex, fax, telephone, telegram or e-mail would be the most suitable means of communication. Otherwise ordinary mail would be used
2. Cost-The cost incurred in using a means of communication vary from one means to another e.g. it is cheaper to send messages by ordinary  mail than by telegram or telex
3. Confidentiality- some messages are quite confidential and are intended for certain person only. Where confidential messages are involved, appropriate means should be used e.g. registered mail or internal memo enclosed in an envelope
4. Distance- the geographical gap between the sender and recipient is very important in determining the means of communication to be used. Some means are suitable for long distances while others are not. For long distances, fax letters, telephone e.g., e-mail may be appropriate
5. Evidence- some means of communication do not provide record of the message communicated while others do. All means of written communication provide evidence of messages communicated.
6. Reliability- this is the assurance (certainty) that the message will reach the intended person at the right time in the right form. Face-to-face communication is more reliable than other forms of communication because one can ask for clearly and get answers immediately. For some written information, courier service may be preferred
7. Accuracy- this refers to the exactness of the message communicated as intended by the sender. Written messages are generally more accurate than other means of communication.
8. Desired impression- The impression created upon the recipient of a message is very important e.g. a telegram or speed post mail will carry some sence of urgency, registered mail will create an impression of confidentiality while use of colourful and attractive letterheads would convey a good image of the business.
9. Availability- One may want to telephone, for example, but the services are not there so the person would be forced to use alternative means e.g. letters or radio call.

IMPORTANCE OF COMMUNICATION

1. Communication promotes motivation by informing and clarifying the employees about the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark.
2. Communication is a source of information to the organizational members for decision-making process as it helps identifying and assessing alternative course of actions.
3. Communication also plays a crucial role in altering individual’s attitudes, i.e., a well informed individual will have better attitude than a less-informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in molding employee’s attitudes.
4. Communication also helps in socializing. In today’s life the only presence of another individual fosters communication. It is also said that one cannot survive without communication.
5. Communication also assists in controlling process. It helps controlling organizational member’s behavior in various ways. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. They must comply with organizational policies, perform their job role efficiently and communicate any work problem and grievance to their superiors. Thus, communication helps in controlling function of management.

 

A)    Internal communication

 

v  Internal communication refers to exchange of information or message between persons of same organization, e.g. between employer and employee.

Importance of internal communication

i)                 Better understanding between employer and employees. -If complaints of employees are forwarded to employer on time and in the right way it will minimize the chances of misunderstanding. Ii

ii)                Greater efficiency- enables the management to instruct the supervisions and subordinates on changes of policy - this results to the increase in efficiency of workers.

iii)              Effective co-ordination- Effective communication leads to effective co-ordination of employees  e.g if demand increase the marketing department will inform the production department to increase its production.

iv)               Proper communication avoids losses- If there is a machine breakdown or shortage the management can be informed quickly to take timely action to avoid any possible losses.

 

 

 

B) External communication.

v  This refers to exchange of information between an organization and other organizations or persons outside the organization. The following facts indicate the importance of external communication.

·        Good reputation -Effective communication with customers and either business enables company establish good reputation this increases prestige of that company.

·        Improvement in public relations- When a company communicates with general public to keep them informed of its activities more people become interested to deal with that company.

·        Better business prospects – Due to good communication the company can attract more customers.

·        Choice of customers – A company can get information about the liking and disliking of customers. This information will help company produce goods according to the choice of customers.

·        Government department – The business will deal with licensing authorities, foreign trade offices, custom authorities, banks and other financial institutions. All these institutions require good communication when negotiating.

·        Job requirements – Most jobs require communication skills such as personnel public relations, marketing, editing, research, advocates, etc. Executives are expected to make speeches they are expected to give interviews to media. All these require communication skill.

Barriers to Effective Communication

v Effective communication- is that communication in which the receiver is understood actually what the sender wants to convey, and in the same form.

v  Communication is said to be complete only when the recipient gets the message the way the sender intends it to be. When information is not received the way it was intended then it has been distorted.

v  Distortion of a message is brought about by some communication barriers which may exist in the path of the message between the sender and the recipient. Some of these barriers are;

1. Language used;   the  language used by the sender  should be known (understood) by the recipient  so that communication can take place
2. Poor Listening; the effectiveness of communication will depend on the willingness of the recipient to listen keenly .listening require careful attention and concentration. It may however be the task of the sender of the message to attempt to gain the attention of the listener. Through his/her choice of words and expression among others.
3. Negative Attitude; Attitude refers to the feelings of the communicating parties towards each other. It is important that there exists a mutual feeling of trust and respect between the parties concerned in order to avoid bias .If there is mistrust and prejudice then there may be deliberate or unintentional misunderstanding of the message involved.
4. Poor Timing ; poor  timing leads to breakdown in communication , therefore  for effective communication to take place the message must  be sent and received at an appropriate time, e.g.  a message sent when one is in a hurry may not  be properly received or delivered
5. Wrong medium ;    the medium used  to communicate must be appropriate  for the message being conveyed otherwise there may breakdown in communication  eg one may not convey a confidential message over the telephone effectively
6. Prejudgment ; our understanding of the message is often conditional  by our earlier experiences  and knowledge this may make one individual  draw premature conclusion eg a student who  always fail in a subject and this time round has improve may be failed by the teacher  because he has always failed in the past .
7. Ambiguities; it occurs when the sender express in a manner which leads to wrong interpretation. When the receiver interprets the message differently it automatically leads to communication breakdown.
8. Emotional responses; emotional responses such as those resulting from hunger or excitement may lead to distortion of message.
9. Unclear System within the organization ; if the channel of passing information in an organization are not clear then the message will not get to the right people for whom the messages   intended
10. Noise; it refers to any disturbing sounds which interfere with concentration or listening ability of the recipient of the message the presence of noise may make it impossible for any message to be received in the right way.
11. Unfamiliar; Nonverbal signals; lack of understanding of nonverbal sign may be a barrier to effective communication.

3.     RESPONSE TIME TO SERVICE CHARTER

3.1  Familiarize with the organization service charter.

3.2  Communication is done in line with the service charter.

3.1  Communication response time is reviewed as per the sops

3.2  Recommendation to management are identified

ORGANIZATION SERVICE CHARTER ALIGN

An organization service charter is a formal document that outlines an organization's commitment to providing a specific level of service to its customers, clients, or stakeholders.

It essentially acts as a public promise from the organization regarding the quality of service they aim to deliver.

Organizations can ensure that communication is done in line with the service charter, fostering transparency, trust, and positive client experiences.

An organization service charter serves is a valuable tool for both the organization and its stakeholders.

 It helps manage expectations, ensures consistent service delivery, and fosters a more transparent and accountable relationship.

 

Characteristics of an organization service charter:

• Sets clear expectations: It outlines what customers or stakeholders can expect from the organization in terms of service delivery, including things like timelines, response times, and communication protocols.
• Defines standards: The charter establishes specific standards for service quality, which helps ensure consistency and accountability within the organization.
• Highlights rights and responsibilities: It often clarifies the rights and responsibilities of both the organization and the recipient of the services.
• Promotes transparency: By making the service standards public, the organization fosters transparency and builds trust with its audience.

3.2 Communication is done in line with the service charter

A service charter outlines an organization's commitment to service delivery standards and often includes guidelines on how communication should occur between the organization and its clients.

Ways communication can be done in line with a service charter:

Transparency and Clarity:

• The service charter itself should be clear, concise, and easily accessible to clients. It should be available in various formats, such as online, printed, and in different languages if necessary.
• Communication should be transparent, using plain language and avoiding jargon. Clients should understand what services are offered, how to access them, what to expect during the process, and who to contact for inquiries or complaints.

Proactive Communication:

• The organization should proactively share information with clients through various channels, such as their website, social media, email newsletters, or physical notices.
• Clients should be informed about any changes to services, policies, or procedures in a timely manner.

Accessibility and Responsiveness:

• The service charter should outline preferred communication methods and response times for inquiries and complaints.
• The organization should provide multiple ways for clients to communicate, such as phone lines, email, online forms, and in-person interactions.
• Staff should be trained to handle communication effectively, be responsive to inquiries and concerns, and address them in a professional and courteous manner.

Feedback Mechanisms:

• The service charter should encourage feedback from clients and outline how feedback will be collected, reviewed, and used to improve communication and service delivery.

3.3 Communication response time is reviewed as per the sops

A service charter typically outlines how communication response time will be reviewed and measured in the following ways:

1. Defining Response Time Standards:

• The charter clearly specifies timeframes for responding to various communication channels, such as phone calls, emails, and letters. These timeframes can be categorized based on urgency, complexity, or service type.
• For instance, the charter might state that phone calls are answered within three rings, emails are acknowledged within 24 hours, and complex inquiries receive a response within 48 hours.

2. Monitoring and Tracking:

• The organization implements mechanisms to track and monitor adherence to the defined response time standards. This might involve using software to record response times for each communication received.
• Additionally, they may employ customer feedback surveys to gather information on their experience with response times.

3. Performance Review and Reporting:

• The organization regularly reviews the collected data on response times. This analysis helps identify areas where performance meets or falls short of expectations.
• Based on the review, they may adjust the timeframes or implement improvements to ensure consistent and efficient communication.

4. Transparency and Communication:

• The service charter is made publicly available to customers through the organization's website, brochures, or physical locations. This transparency allows customers to understand the expected communication standards.
• The organization may also periodically report on its performance in meeting the outlined communication response times, demonstrating their commitment to accountability.

3.4 Recommendations for Management on Communicating the Service Charter:

1. Define Your Audience and Channels:

• Identify your target audience: Who will benefit from knowing the service charter? This could include internal employees, customers, or both.
• Choose the right communication channels: Utilize channels accessible to your audience. This might involve a combination of printed materials, intranet, email, website, town halls, or video presentations.

2. Make it Clear, Concise, and User-friendly:

• Present the information in a clear and concise format: Use simple language, bullet points, and visuals for easy comprehension.
• Focus on key elements: Highlight the most important aspects of the service, such as standards, commitments, and response times.
• Make it visually appealing: Use engaging designs and layouts to attract attention and retain information.

3. Promote Visibility and Accessibility:

• Make the service charter readily available: Share it on your website, intranet, employee handbooks, and other relevant locations.
• Integrate it into relevant processes: Train employees on the charter and incorporate it into their daily interactions with customers.
• Regularly revisit and update the charter: Ensure it reflects any changes in policies or procedures.

4. Foster Open Communication and Feedback:

• Encourage feedback: Provide channels for customers and employees to share their experiences regarding the service standards.
• Address concerns promptly: Respond to feedback demonstrating commitment to continuous improvement.
• Highlight success stories: Showcase instances where the service charter has positively impacted stakeholders.

Additional Tips:

• Translate the charter into different languages if necessary.
• Involve employees in the communication process.
• Measure the effectiveness of your communication efforts.
• Track and report on progress towards meeting the service standards.

By implementing these recommendations, you can effectively communicate your service charter to all relevant parties, fostering transparency, trust, and accountability in your organization.

 

 

4. IMPLEMENT POLICIES ON COMMUNICATION

 

4.1  Familiarize with the organization policies on communication.

4.2  Internal and external channels of communication within the organization are identified.

4.3  The roles and responsibilities of HR in the   communication process are identified.

4.4  Receiving and dissemination of information is done in line with SOPs.

4.5  Implementation of the communication process is monitored and reviewed.

 

 

4.1  Familiarize with the organization policies on communication.

 

Policies - Policies are guidelines, rules, or principles that an organization, government, or other entity uses to guide its actions and decision-making processes. Policies are typically written documents that outline the organization's approach to specific issues or activities.

 

The specific communication policies will vary by organization based on their size, industry, culture, and other factors. The goal is to facilitate efficient, professional, and productive communication across the entire organization.

Characteristics of policies may include:

·       Purpose - Policies serve to achieve specific organizational goals or objectives.

·       Scope - Policies define the boundaries and applicability of the guidelines.

·       Principles - Policies articulate the core values, beliefs, and philosophies that underpin the organization's actions.

·       Procedures - Policies often include the specific steps or processes that must be followed to implement the policy.

·       Accountability - Policies establish who is responsible for ensuring compliance and enforcement.

 Typical organizational communication policies include:

 

1. General Communication Policies

ü  Establish clear and consistent channels of communication, such as email, instant messaging, project management software, etc.

ü  Define expectations around response times, preferred communication methods, and professional tone.

ü  Provide guidelines for communicating sensitive or confidential information.

ü  Encourage transparent and open communication between teams and across the organization.

2. Email Communication

ü  Set standards for email formatting, subject lines, signature blocks, etc.

ü  Outline policies around email usage, such as prohibiting spam, chain letters, or inappropriate content.

ü  Establish protocols for when to use "reply all" versus individual replies.

ü  Provide guidance on email retention and archiving.

3. Meetings and Collaboration

ü  Define procedures for scheduling, leading, and participating in meetings.

ü  Encourage active listening and equal participation in meetings.

ü  Establish norms around use of technology (phones, laptops, etc.) during meetings.

ü  Promote productive, solution-focused discussions.

4. External Communication

ü  Designate authorized spokespersons for engaging with the media or public.

ü  Provide guidelines for communicating with clients, partners, or other external parties.

ü  Ensure consistent messaging and brand representation in external communications.

5. Communication Training and Support

ü  Offer training on effective communication techniques and strategies.

ü  Provide resources and templates to help employees communicate more clearly and professionally.

ü  Encourage open feedback and continuous improvement of communication practices.

Reasons why organizations establish clear policies:

 

ü  Clear communication: Policies ensure everyone understands the guidelines and what's expected of them.

ü  Compliance: They help organizations adhere to relevant laws and regulations.

ü  Consistency: Policies promote standardized practices and fair treatment for everyone.

ü  Decision-making: They provide a framework for making informed choices that align with the organization's goals.

ü  Risk management: Policies can help mitigate legal and ethical risks.

 

The roles and responsibilities of HR in the   communication process are identified.

 

HR acts as a communication hub within the organization, ensuring a consistent flow of information and ensuring smooth and effective communication within an organization to fostering a culture of transparency and open dialogue.

Some of their responsibilities are

• Developing communication strategies: HR helps craft the overall communication plan for the organization, outlining channels, messaging, and target audiences for various announcements and information dissemination.
• Facilitating clear and transparent communication: HR ensures company policies, procedures, and important updates are clearly communicated to employees at all levels. This can involve drafting emails, presentations, or creating informative content on the company intranet.
• Acting as a liaison: HR serves as a bridge between leadership and employees, ensuring messages from management are clearly understood by the workforce, and employee concerns or questions are effectively addressed by leadership.
• Promoting a culture of open communication: HR fosters an environment where employees feel comfortable raising questions, providing feedback, and openly discussing issues. This can involve creating anonymous feedback channels or conducting surveys to assess communication effectiveness.
• Conflict resolution: HR plays a key role in mediating disputes between employees or between employees and managers. Effective communication is crucial in resolving conflicts fairly and efficiently.
• Promoting Organizational Alignment - HR helps align organizational communication to support the company's mission, vision, and values. They ensure messaging from management is consistent and reflects the organization's goals.
• Employee Engagement - HR is responsible for keeping employees informed and engaged through various communication channels such as town halls, newsletters, intranet, etc. They aim to foster a culture of transparency and open dialogue.
• Training and Development - HR provides training and resources to employees on effective communication skills, active listening, and professional etiquette. This helps improve interpersonal communication and teamwork.
• Policy Communication - HR is responsible for communicating company policies, procedures, and changes to the workforce. They ensure all employees understand their rights, responsibilities, and the expected standards of conduct.

Receiving and dissemination of information is done in line with SOPs

The flow of information within an organization is a two-way street: receiving information and disseminating it effectively are both crucial for smooth operations.

The effectiveness of information reception and dissemination within an organization depends on factors such as organizational culture, leadership, employee engagement, information technology infrastructure, and the alignment of communication strategies with the organization's goals and objectives.

The effectiveness of these methods depends on the size and structure of the organization. For instance, smaller companies might rely more on face-to-face communication, while larger organizations might have a more structured approach with designated communication teams and software

Receiving Information:

• Formal Channels: Organizations have set channels for employees to report information or ask questions. This could include emails, internal communication platforms, suggestion boxes, or even surveys.
• Meetings: Team meetings, departmental meetings, and town halls are avenues for employees to share information and updates with superiors.
• Reporting Systems: Specific departments might have well-defined reporting structures where data and progress are formally communicated.

Disseminating Information:

• Internal Communication Tools: Emails, company intranets, and internal newsletters are widely used to broadcast information to a large audience within the organization.
• Meetings & Presentations: Information can be cascaded down through departmental or team meetings, where managers or leaders present updates and answer questions.
• Digital Collaboration Tools: Project management software, shared drives, and online wikis are used to share information and documents relevant to specific projects or departments.
• Notice Boards & Digital Signage: Physical bulletin boards or digital displays in common areas can be used to share important announcements or company news.

Implementation of the communication process is monitored and reviewed

In an organization, the implementation of the communication process is typically monitored and reviewed through the following methods:

1. Communication Audits:

ü  Periodic assessments of the effectiveness and efficiency of the communication channels, processes, and practices within the organization.

ü  Gather feedback from employees, stakeholders, and customers to identify areas for improvement.

ü  Evaluate the timeliness, clarity, and accessibility of information shared across the organization.

2. Feedback Mechanisms:

ü  Establish formal and informal feedback channels, such as employee surveys, suggestion boxes, or regular meetings, to collect insights and concerns from various levels of the organization.

ü  Encourage open dialogue and encourage employees to provide constructive feedback on the communication process.

ü  Analyse the feedback received and identify patterns or recurring issues that need to be addressed.

 

3. Performance Metrics:

ü  Develop key performance indicators (KPIs) to measure the effectiveness of the communication process, such as:

ü  Employee engagement scores

ü  Timely response rates to inquiries or requests

ü  Successful implementation of communication initiatives

ü  Reduction in miscommunication or information gaps

ü  Monitor these metrics regularly and review them to identify areas for improvement.

4. Communication Evaluations:

ü  Conduct regular reviews or assessments of specific communication initiatives, campaigns, or channels to evaluate their impact and effectiveness.

ü  Gather feedback from participants or target audiences to understand the reach, comprehension, and overall effectiveness of the communication efforts.

ü  Assess the alignment of communication activities with the organization's strategic objectives and goals.

ü  Continuous Improvement:

ü  Establish a culture of continuous improvement, where feedback and lessons learned are regularly incorporated into refining and enhancing the communication process.

ü  Implement changes or adjustments to communication strategies, channels, or practices based on the findings from the monitoring and review processes.

ü  Communicate the improvements and changes to the organization to demonstrate a commitment to effective communication.

SAFEGUARD CONFIDENTIALITY IN HR COMMUNICATION

5.1  Familiarize with the organization policy on confidentiality of information.

5.2  Physical securing of information during the communication process is done.

5.3  Decorum is observed.

5.4  Monitor how information circulation is handled within the organization.

5.5  Sensitize employees on safeguarding confidentiality of information and records.

5.6  Challenges of safeguarding confidentiality in HR communication are identified

 

 

Familiarize with the organization policy on confidentiality of information.

Confidential information - Confidential information is any kind of information that's not meant to be publicly known. It can be shared between people in different ways, including:

• Orally, in a conversation
• In writing, like emails, reports, or contracts
• By looking at something, like a prototype or a blueprint

 

Confidentiality policy aims to:

• Protect the organization's competitive advantage and intellectual property.
• Maintain trust with clients, partners, and employees.
• Ensure compliance with data protection regulations.
• Foster a culture of data security awareness among employees.

Reasons why information might be considered confidential:

• It might be a trade secret, which is something that gives a company a competitive advantage.
• It could be personal information about someone, such as their Social Security number or medical records.
• It might be something that could be embarrassing or damaging if it were made public, like information about a company's finances or upcoming products.

An organization's confidentiality policy outlines how employees should handle and safeguard sensitive information. Here are some key points of a typical confidentiality policy:

• What is considered confidential: The policy defines what constitutes confidential information. This can include trade secrets, client data, financial information, internal communications, and employee records.
• Employee obligations: The policy details how employees should handle confidential information. This often includes securing physical documents, password-protecting electronic files, and limiting access on a "need-to-know" basis. Employees are typically prohibited from disclosing confidential information to unauthorized individuals, even after leaving the organization.
• Data security measures: The policy outlines specific measures to ensure data security. This may involve encrypting sensitive data, using strong passwords, and implementing protocols for handling portable devices.
• Exceptions and authorized disclosures: The policy may specify situations where disclosure of confidential information is allowed. This could be required by law, with a court order, or when reporting illegal activity.
• Disciplinary actions for breaches: The policy outlines the consequences of mishandling confidential information. This can range from warnings to termination, depending on the severity of the breach.

Physical securing of information during the communication process is done

 

The specific physical security measures employed will depend on the sensitivity of the information being communicated, the risk level, and the available resources and infrastructure. A layered approach combining multiple security controls is generally recommended to provide robust physical security for the communication process.

 

There are several ways to physically secure information during the communication process:

Physical Storage:

• Filing cabinets: These are traditional storage units with drawers that hold folders containing physical documents. They come in various sizes and configurations, allowing for organization by category, date, or other criteria.

Filing cabinet

• Binders: Binders are useful for organizing large volumes of loose paper records, like contracts or reports. They typically have a cover and spine for labeling and can hold sheet protectors or punched pages.

Binder

• Shelving: Shelves are a simple and cost-effective way to store boxes, binders, and other physical records. They should be made of sturdy materials and located in a clean, dry environment.

Shelving for records

• Offsite storage: Businesses with limited space or non-essential records can use offsite storage facilities. These facilities offer secure, climate-controlled storage for physical documents and other media.

Electronic Storage:

• Hard drives: These are traditional storage devices that hold data magnetically. They are relatively inexpensive but can be susceptible to physical damage and data loss.

Hard drive

• Solid-state drives (SSDs): SSDs are faster and more reliable than hard drives, but they tend to be more expensive per gigabyte of storage.

Solidstate drive

            Records back – up

Backing up records is the process of creating copies of your important information and storing them in a separate location. Organizations that lack efficient backup systems tend to lose a lot of valuable information.

This protects your data from loss due to various threats, such as:

• Hardware failures: Hard drives, computers, and other storage devices can malfunction or fail completely, leading to data loss.
• Accidental deletion: You or someone else might accidentally delete important files.
• Cyber-attacks: Viruses, malware, and other cyber threats can corrupt or encrypt your data, making it inaccessible.
• Natural disasters: Fires, floods, and other natural disasters can damage or destroy your physical records and electronic devices.

 

 

1. Encryption: Encrypting the data being transmitted ensures that even if the communication channel is compromised, the information remains unreadable to unauthorized parties. This can be done using various encryption algorithms and protocols like AES, RSA, TLS/SSL, etc.

 

2. Access Control: Limiting physical access to the communication equipment and infrastructure, such as servers, routers, and cables, helps prevent unauthorized individuals from tampering with or intercepting the data.

 

3. Tamper-Evident Seals: Using tamper-evident seals on cables, equipment, and access points can help detect if someone has tried to physically interfere with the communication.

 

4. Secure Facilities: Hosting communication infrastructure in secure, access-controlled facilities with measures like biometric access, CCTV monitoring, and armed guards can deter physical tampering.

 

5. Shielding: Employing shielding techniques, such as using Faraday cages or shielded cables, can prevent electromagnetic interference and eavesdropping on the communication signals.

 

6. Redundancy and Failover: Implementing redundant communication paths and failover mechanisms ensures that if one physical link is compromised, the data can be rerouted through an alternate secure channel.

 

7. Physical Inspection and Monitoring: Regularly inspecting communication equipment and infrastructure for signs of tampering, and monitoring physical access logs can help detect and respond to any suspicious activities.

 

8. Employee Training: Educating and training personnel on physical security best practices, such as secure handling of equipment and identification of potential threats, can enhance the overall security posture.