MGMT WK1 BUSINESS COMMUNICATION

Abstract

• Research conducted on the connection between effective communication and organizational culture.

• Communication is integral to daily behavior, reflecting habits, norms, and value systems.

• Significant correlation proven between business communication and organizational culture through a study of 282 participants from top Macedonian organizations.

Introduction

• Communication starts from an early age and is influenced by family and cultural background.

• Organizational culture is a blend of attitudes and practices shared by members, influencing behavior and customer perceptions.

Business Communication

• Widely recognized as essential for exchanging information and driving organizational success.

• Definition: Process of generating, transmitting, receiving, and interpreting messages within and outside organizations.

• Effective business communication aids in planning, organizing, and achieving profitability.

• Two types of business communication: formal (vertical) and informal (lateral).

• Barriers to communication exist; overcoming these requires obligations from both sender and recipient.

Ethics in Communication

• Ethics define what is right and wrong in communication.

• Personal ethics shaped by culture, experiences, and societal norms.

• Organizational ethics tied to professional conduct and codes of ethics.

• Importance of ethical behavior in maintaining organizational image and trust.

Communication with Clients

• Organizations exist to meet needs of clients, thus ensuring satisfaction is critical.

• Client loyalty is influenced by satisfaction, trust, and effective communication strategies.

• Face-to-face and phone interactions are primary, but electronic communication is also crucial.

Customer Service Culture

• Companies prioritizing clients often have proactive employee training.

• Encouragement for innovative client interactions fosters organizational policies that support service quality.

Interaction with Clients

• Interaction quality significantly impacts customer satisfaction and loyalty.

• First impressions start when clients encounter employees; focus on creating a positive environment is essential.

• Employees must adapt to different customer preferences and respond effectively.

Organizational Culture

• Defined as the normative glue binding an organization.

• Distinguished into cognitive (attitudes, beliefs) and material (symbols, language) elements.

• Strong culture influences organizational performance, decision-making, and employee behavior.

• Connection between culture strength and motivation evident in robust organizational identities.

Research

• Study aimed at examining how business communication impacts organizational culture.

• Sample consisted of 282 individuals from leading organizations, utilizing closed-answer questionnaires.

• Hypothesis: Effective communication enhances the recognition of organizational culture.

Result Analysis

• High levels of effective communication noted during interactions with clients.

• Positive assessments from clients regarding employee performance and communication quality.

• Written communication rated favorably; employees and clients had similar perceptions of quality.

Conclusion

• Highlighted the serious nature of business communication as a vital facet of building organizational culture.

• Identified strong correlations between effective business communication and recognizable organizational identity.

• Results are not universally applicable as the study focused on the top-performing companies in Macedonia.