Unit 1 Organization and Communication

Unit 1 Organization and Communication

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  Business Communication andCustomer Care UNIT 1: ORGANIZATION AND COMMUNICATION Mª Salomé Beltrán Pesudo
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  Business Communication andCustomer Care ORGANIZATION • The company is an organization which sells goods or services in the market • Its primary purpose is obtained benefits • In crisis situations, the purpose could be the company survival
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  Business Communication andCustomer Care TANGIBLE ASSETS VS INTANGIBLE ASSETS • When a company is created has goods, mobile phones, company cars, buildings etc. They are the tangible assets of the company. However, the value of the company rarely coincides with the value of its assets because it gains customers, creates a good image and also generates expectations for benefits. The value of this intangible asset is called goodwill. • Tangible Assets, Have a physical presence in the company • Intangible Assets, Don’t have physical presence in the company
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  Business Communication andCustomer Care DEPARTMENTALIZATION IN THE COMPANY • Companies utilize organization structure to create their business hierarchies. Each company determines the staffing levels that it needs to operate efficiently, and organization structures play an important role in this determination. • There are several types of organizational structures. The most common are: – Functional – Geographic – Product – Customer – Sector
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  Business Communication andCustomer Care Functional Functional, people are structured according their functions
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  Business Communication andCustomer Care Geographic Companies are organized by region
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  Business Communication andCustomer Care Product Another common structure is to be organized by specific product type
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  Business Communication andCustomer Care Customer Certain industries are organized by customer type.. An example of this would be in healthcare. Outpatient needs are very different from inpatient customers
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  Business Communication andCustomer Care Sector Other companies are organized by sectors
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  Business Communication andCustomer Care ORGANIZATION CHARTS AND JOB POSITION • The organization chart is a diagram that shows the structure of an organization and the relationships between positions/jobs. Every company has its own organization chart. • Organization charts may show the titles, departments, or responsibilities of personnel in an organization. To be effective, organization charts have to show lines of authority, responsibility or functional relationships. • Inside every chart, there are a group of people with different positions/jobs: • Manager • Staff • Assistant/Secretary
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  Business Communication andCustomer Care • Every department has its own organization chart where is the name of their employees. Example for Finance department organizational chart
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  Business Communication andCustomer Care COMMUNICATION • Communication is a dynamic process involving a series of actions and reactions with a view of achieving a goal. • The ability to receive a message is as important as the ability to send a message • Feedback is crucial because it tells you how your message is being interpreted
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  Business Communication andCustomer Care Understanding the communication process can help improve communication at home, at work and with friends
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  Business Communication andCustomer Care Communication elements The Sender (communicator) is the person who transmits the message.
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  Business Communication andCustomer Care The Message is what will be communicated The Channel is the vehicle through which a message is carried from the communicator to the receiver. The channels of communication are written, spoken, verbal, non-verbal, mass media like TV, radio, newspapers, books, etc.
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  Business Communication andCustomer Care The Receiver is the person who receives the message
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  Business Communication andCustomer Care • Feedback is the final step in the communications process. This step conveys to the transmitter that the message has been understood by the receiver • Noise is an interruption that can creep in at any point of the communication process and make it ineffective. Noises can be real noises, auditory stimuli, like phones ringing, people talking, or construction workers.
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  Business Communication andCustomer Care Communication phases 1. The sender has an idea 2. The sender encodes the idea. 3. The sender transmits the message 4. The receiver gets the message 5. The receiver decodes the message 6. The receiver sends feedback to the sender