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Connected processes in management of pharmaceutical enterprise Concept and the kinds of communications Communications is the complex process consisting of interdependent steps. Each step needs to be made our ideas clear to other person. Each step is an item in which if we are negligent and if we do not think of what we make, the sense can be lost. Concept and the kinds of communications The communications is a process of information interchange, its semantic value between two or more people. As the organization is the structured type of attitudes between people, it substantially depends on quality of communications for maintenance the efficiency of functioning. Concept and the kinds of communications There are 5 basic kinds of communications: • • • • • a) Cognitive. Its overall objective is to transfer the contents or the information. An example: the announcer reads news, the teacher reads lectures. b) Expressive. We enter dialogue when we want to transfer our feelings estimations, sights. It is not always easy for us to find words to express our feelings and a condition, our spiritual needs. c) Convincing. We aspire to affect others, whether calling them to change the attitude to something, whether asking to make something for you. An example: the dealer who is praising highly the goods. d) Social - ritual. The certain part of our dialogue is allocated to maintenance the norms and customs of welfare behavior. An example: the procedure of acquaintance, customs of hospitality, etc. e) Not verbal. We can successfully communicate with the help of mimicry, especially with the help of eyes and a mouth, and also by means of poses and gestures. We prefer to talk "confidentially" just because we help to speech dialogue not verbal. Concept and the kinds of communications There are two kinds of the communications connected with the concept of the organization: • • External (the organizations use various means for communication with components of the external environment. They communicate with available and potential consumers with the help of advertising. In the sphere of relations with the public the paramount attention is given to the "image creation "); Internal (between levels and divisions of the organization). Concept and the kinds of communications Classification of internal communications: 1. Interlevel: the information moves inside the organization from a level on a level within the framework of the vertical communications. • • Downward communication is transferred from the highest levels to the lowest one. In that way subordinates are informed about the current problems, the changing of a priority, the concrete tasks and the recommended procedures; Upward communications carry out the function of the notification of top that is done to the lowest levels. Thus, the management learns about the current and maturing problems and offers possible variants of correction of a state of affairs. Upward communications usually occur in the form of reports, offers and explanatory notes. Concept and the kinds of communications 2. Horizontal communications (between various departments). The organization consists of set of divisions; therefore, the information interchanged between them is necessary for the coordination of tasks and actions. As the organization is a system of the interconnected elements, the managers should achieve that the specialized elements work in common, advancing the organization in the necessary direction; 3. "The head - the subordinate" type of the communication. This kind of communications makes the basic part of the communicative activity of the head; 4. Between the head and working group. Communications with working allow to increase the efficiency of actions of the group. Everyone has an opportunity to reflect in new tasks and priorities of the department, how it is necessary to work; 5. Informal communications. The channel of informal communications can be named the channel of spread of rumours. Concept and the kinds of communications The following kinds of information interchange occur between the head and the subordinate: • • • • • • • • Clearing tasks, priorities and expected results; Maintenance of the involvement into the solution of the tasks of the department Discussion of the problems of effective work; Achievement of a recognition and compensation for the purpose of motivation Perfection and development of the subordinate's abilities; Gathering the information about maturing or existing problem; The notification of subordinates about the future changes; Reception of data on ideas of improvement and the offer. Elements and stages of the communicative process Communicative process is the interchange of information between people. The basic purpose of communicative process is the maintenance of understanding the information that is a subject of the exchange, i.e. messages. Elements and stages of the communicative process During the information interchange it is possible to allocate four base elements: • • • • The sender is the person generating ideas or collecting the information and transmitting it; The message is actually the piece information decoded with the he| of symbols; The channel is the means of the transferring the information; The receiver is the person to whom the information is intended who interprets it. Elements and stages of the communicative process During the information interchange the sender and the receiver pass son stages. Their task is to make the message and to use the channel for its transferring so that the initial idea can be understood by both sides. It is difficult, because each stage is simultaneously the point where the sense can be deformed or completely lost. Elements and stages of the communicative process There are four stages of the communicative process: • Origin of idea; • Encoding and choice of the channel; • Transferring; • Decoding. Obstacle in the ways of communications and the ways of their overcoming To be effective, managers need not only to understand the communicative process, but also to understand and strive to overcome the barriers to the effective communication. Communication barriers occur at two levels: personal and organizational. Obstacle in the ways of communications and the ways of their overcoming PERSONAL BARRIERS Personal communication barriers are often the result of differing individual characteristics and psychological guidelines, semantics and wrong understanding of the information, poor-quality hearing of the interlocutor, and a poor-quality feedback. Obstacle in the ways of communications and the ways of their overcoming Personal Barriers 1. Individual Characteristics and Psychological Guidelines Individual characteristics that affect communication have to do with personality, back-ground, basic beliefs and attitudes, and even mood. These element not only affect how a person chooses to communicate, but may cause a person to misunderstand, distort, or even block out a message. Obstacle in the ways of communications and the ways of their overcoming 2. Semantics. Semantics, which refers to the different uses and meanings of words, also influences the effectiveness of a message. For example, the word successful has different meanings for different people. For some, a successful career means having a prestigious job title and making lots of money; for others, it may mean having a job they really enjoy and plenty of personal time to spend with family and friends. Managers should be aware of such differences and take steps to ensure that receivers understand the intended meaning of their communications. Obstacle in the ways of communications and the ways of their overcoming 3. Poor-quality hearing of the interlocutor. Many organizations are recognizing the increased importance of good listening habits. In general there four levels of listening and four levels of related responses. The first level is unrelated listening and responding, when the receiver does not listen to anything sender says. The second level is tangential listening and responding, where receiver hears a small portion (perhaps a word or two) of the sender's message and then goes off on a tangent. At the third level, furthering listening and responding, the sender is encouraged by the receiver (either verbally or nonverbally) to continue with his or her message. At the fourth level, feeling listening and responding, the receiver attempts full understanding of the information and meaning. Obstacle in the ways of communications and the ways of their overcoming 4. A poor-quality feedback. Closely related to listening well is the ability to give effective feedback. The tendency to pass judgment or evaluate others is a common cause of communication breakdown. It can cause the receiver to become defensive or resentful, which may distort the sender's message and intentions (noise). Obstacle in the ways of communications and the ways of their overcoming ORGANIZATIONAL BARRIERS • • • • Insufficient attention of importance of the communications, Distortion of messages (unintentional, deliberate owing to "filtration" of the information, the tendency to supply heads only the positive information) Information overloads refer to the condition of having too much information to process, as is the case when a worker is given too many jobs to perform. The implication is that individuals can effectively process only a certain amount of information. An example would be if a manager gave an employee too much information at one time about a report's requirements. In either situation, the receiver probably does not receive the entire message. Managers need to be aware of the potential for information overload and to make appropriate adjustments, such as providing written instructions to back up verbal instructions. Unsatisfactory structure of the organization. The structure of the organization can dramatically influence the effectiveness of communication. For example, if the firm's organization does not provide sufficient upward, downward, and horizontal communication channels, then not only the quality, but the quantity of information sharing could be reduced. The structure can also influence which channels are used. A more centralized structure, for example, tends to make greater use of written communications, whereas a more decentralized structure encourages more face-to-face communication. WAYS OF INCREASING THE EFFICIENCY OF ORGANIZATIONAL COMMUNICATIONS 1. Regulation of information streams Organizations take specific steps to enhance the communication process. For example, providing employees with proper communication training should benefit the communication processes within the organization. Fostering a climate of trust openness should also encourage frequent and open communication. Moreover, the communicative process can be facilitated by ensuring that formal communication channels are available in all directions (upward, downward, horizontal, and diagonal). Finally, the use of multiple channels should be encouraged, including both formal and informal communications. Thus, the structure of the organization should fit the communication needs of its members. WAYS OF INCREASING THE EFFICIENCY OF ORGANIZATIONAL COMMUNICATIONS 2. An effective use of organizational forms of administrative contacts • Carrying out the assemblies and meetings • Telephone conversations • Detour of workplaces • Reception of visitors 3. Formation of the feedback system • Moving employees on structural divisions of the organization • Gathering offers • The edition of newsletters • Using modern information technologies. Forms of the administrative communications Meeting is the form of the organization of the joint activity of employees who are collected by the head for discussion of any question and decision-making. THE SCHEDULE OF CARRYING OUT: • The agenda • A person who conduct the meeting • Time of conducting • The structure of participants Forms of the administrative communications CLASSIFICATION OF MEETINGS: Educational Information Problem Dictatorial Autocratic Segregative (the head himself defines acting) Debatable Any. Forms of the administrative communications TYPES OF BUSINESS CONVERSATIONS BY CHARACTER: • Official • Informal BY THE DIRECTION: • Target • Pursuing specific targets • The general BY THE DEGREE OF FREEDOM: • Regulated • Not regulated Forms of the administrative communications THE STAGES OF BUSINESS CONVERSATIONS 1. Preparation of conversation 2. Drawing up the preliminary representation about participants 3. Development of the strategy and the plan of conversation 4. Rehearsal (is probable) 5. Fixing and coordination the place and time of a meeting with partners 6. Conducting the conversation 7. Critical analysis of the results Thank you for attention!