Transcript AOC, Ch 14 - Concordia University

Assessing Organizational
Communication
Chapter 14
Phase 6: The Final Report
The Final Report
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The final feedback report is the
most important step in the entire
audit. It is the reason the audit was
conducted; all the hard work has
led up to this moment.
The final report must be a superb
form of communication about
communication.
Preparing the Report
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Effective feedback requires sensitivity to
the client’s abilities to process the
information in the report.
Feedback affects performance.
The dominant consideration for designing
the report is determining how the feedback
can be given effectively to these people
under these circumstances.
Stay within the original boundaries set at
the beginning of the audit.
Manage the Message. Be thorough. At a
minimum the report should include the
following:
Manage the Message
1.
Statements of Purpose
a.
Identifies major thrusts of the
diagnosis
b.
States the limitations of the
audit
c.
Describes the particular client
system concerned
d.
Provides historical background
for the study
Manage the Message
2.
Review of the Procedures for Data
Collection
a.
Includes copies of all
instruments used
b.
Describes the sampling
techniques for collecting
responses
c.
Indicates the formats used in
collecting data
Manage the Message
3.
Summary of Raw Data obtained for Each
Question
a.
Includes separate sections for each
kind of data. For example, summaries
from interviews and questionnaires
may be written separately
b.
Reports information in a descriptive,
nonevaluative way
c.
Pinpoints any problems with data,
such as absences of responses
Manage the Message
4.
Description of Analytic Procedures
a.
Describes statistical manipulation of
raw data
b.
Summaries results of the analysis
c.
Provides narrative descriptions of
tables
d.
Amplifies results with relevant
examples or details to make them
meaningful to the client
Manage the Message
5.
6.
Conclusions about strengths in,
and obstacles to, communication
Recommendations for Future
Development
Manage the Message
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Arrange the Report Systematically
and Attractively
Limit the Number of Conclusions.
Build Cases (examples)
Keep Areas Needing Improvement and
Areas of Strength in Perspective
Emphasize Variability in Responses
Maintain Anonymity of Respondents
Note Limitations
Preparing the Report
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Make Well-Developed
Recommendations
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Keep Recommendations
Consultative
Consider Cost Implications
Assess Priorities
Examine Auditor Values and Biases
Remember that Perfection Is
Illusive
Communicating the Report
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Choose Appropriate Report Context
Use multiple channels
Arrange an exact sequence
Use a process-oriented discussion
Involve the full audit team
Adapt to the clients
Give assurances
Answer questions
Deal gently with resistance
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“Your data are not valid.”
“I already knew that.”
“I’m under attack.”
“What do all these numbers mean?”
“I disagree.”
Communicating the Report
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Demonstrate appropriate modeling
behavior
Distribute a separate report throughout
the organization
Assessing Organizational
Communication
Chapter 14
Phase 6: The Final Report
END