What is
communication
Effectiveness?
“Traditionally, a ship’s captain was always the last person to
find out his crew intended to mutiny. Communication audits
identify the symptoms of discontent, before either customers
or employees storm the bridge. They are an organization’s
early warning system.”
- Dennis Tourish & Owen Hargie
7/1/2016
1
Overview
Assess
Implement
7/1/2016
Strategize
2
1. Assess
• Describe the system
– Channels
– Goals
– Typical messages
– Target audience
• Communication Audits
• Pulse Process
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3
2. Strategize
• What is strategy?
– Macro-level
– Choice making
– Goal-setting
– Anticipating reactions
– Basis for action
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4
Strategy cont.
• How do you craft strategy?
– Link org. goals to comm. Goals
– Select a theme or core message
– Align tools and roles
• What makes it effective?
–
–
–
–
–
–
7/1/2016
Advance org. goals
Legitimize/de-legitimize issues
Shape memory
Sensemaking
Point of identity
Evolve
5
3. Implement
• Repetition & redundancy
• Opinion leaders
• Attack thought-terminating clichés
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6
Recycle
Assess
Implement
7/1/2016
Strategize
7