Unit 1 Organization and Communication

Business Communication and Customer Care

UNIT 1: ORGANIZATION AND COMMUNICATION

Mª Salomé Beltrán Pesudo


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


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


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


Functional

Functional, people are structured according their functions


Geographic

Companies are organized by region


Product

Another common structure is to be organized by specific product type


Customer

Certain industries are organized by customer type.. An example of this would be in healthcare. Outpatient needs are very different from inpatient customers


Sector

Other companies are organized by sectors


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


• Every department has its own organization chart where is the name of their employees.

Example for Finance department organizational chart


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


Understanding the communication process can help improve communication at home, at work and with friends


Communication elements

The Sender (communicator) is the person who transmits the message.


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.


The Receiver is the person who receives the message


• 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.


Communication phases

1. The sender has an idea2. The sender encodes the idea.3. The sender transmits the message4. The receiver gets the message5. The receiver decodes the message 6. The receiver sends feedback to the sender

Date post:	17-Jul-2015
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Unit 1 Organization and Communication

Education