Introduction to Corporate Communication
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Transcript Introduction to Corporate Communication
Introduction to
Corporate
Communications
Peggy Simcic Brønn
Assistant Professor
Handelshøyskolen BI
The roles of communications
Informing
Advocating
Dialoguing
Types of communication
One-way
Two-way
(Symmetrical/Asymmetrical)
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Four Purposes of
Communication
Sharing the
Compelling
Vision
Integrating
the Effort
Making
Intelligent
Decisions
Sustaining a
Healthy
Community
Francis, D., Unblocking Organizational
Communication, Gower, 1987.
Stakeholders
”...a group or individual who can have an effect on or
be affected by the organization.” - Freeman (1984)
Stockholders
Government
Regulators
Boards of Directors
Community leaders
Organization’s
external
linkages
Enabling
Normative
linkages
Associations
Political groups
Professional societies
Organization
Diffused
Environmentalists
Media
Community residents
Voters
Minorities
Women
Other publics
Suppliers
Unions
Employees
Input
Functional
linkages
Output
Consumers
Industrial purchasers
Service users
Corporate identity and reputation
Corporate
Identity
Names,
Self-Representations
Customer
Image
Community
Image
Investor
Image
Employee
Image
Corporate Reputation
Fombrun, C. J., Reputation, Harvard Business School Press
Reputational risk
management cycle
Opportunity
Platform
Corporate
Citizenship
Reputational
Capital
Corporate
Performance
Safety
Net
Fombrun, C. J. et al., “Opportunity Platforms and Safety Nets: Corporate Citizenship
and Reputational Risk,” Business and Society Review, 105:1, 85-106.
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What stakeholders want…
Visibility
information
Virtue
good organizational behavior
Verifiability
access to information
7
Mess management:
Multiple perspectives
Yields
choices of...
Influenced by individuals’
mental models
A real-world
situation of
concern
Actions to
improve the
situation
Descriptions
of perceived
relevant
activity
Comparison of
descriptions with the
perceived reality
The co-orientation model
Issue
Organization’s
definition
and evaluation of
an issue
UNDERSTANDING
AGREEMENT
CONGRUENCY
Organization’s
perception of
Stakeholder A’s
views
Stakeholder A’s
definition
and evaluation of
an issue
CONGRUENCY
ACCURACY
McLeod, J. M. and Chaffee, S. H., Interpersonal Approaches to Communications
Research, American Behavioral Scientist (1973)
Stakeholder A’s
perception of
organization’s views
Co-orientation states
True consensus
The parties know they share an agreement on their evaluation
of an issue.
Dissensus
The parties hold conflicting views and are aware of their
differences.
False consensus
The organization believes that the stakeholder agrees with
them on a particular issue, or
The stakeholder group mistakenly believes that the
organization holds the same view that they do.
False conflict
The parties believe that they disagree on an issue when in fact
they agree.
10
Mental models
The ladder of inference
Applying the Ladder of Inference
The ladder provides a means to ask
questions...
What is the observable data behind that
statement?
Does everyone agree on what the data is?
Can you run through your reasoning?
How did we get from that data to these
abstract
assumptions?
When you said “[your inference],” did you
mean ”[my interpretation of it]”?
Essential skills for working with mental models
Reflection
Becoming more aware of your own thinking and reasoning.
Inquiry
Inquiring into others’ thinking and reasoning.
Advocacy
Making your own thinking and reasoning more visible to
others.
Reveal where you are least clear in your thinking, invite
improvement.
Listen, stay open, encourage others to provide different
views.
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Dialogue as the basis for
communications
Models of communication
Shannon and Weaver (1949) – focus on the medium
Cognition-based models – focus on the message
Dialogue
“...a sustained collective inquiry into everyday
experience and what we take for granted.”
Senge, et.al. (1994). The Fifth Discipline Fieldbook
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Gaps Model of Behavior
Expected Behavior
Stakeholders
Perceived
Behavior
Behavior Delivery
GAP 1
Company
GAP 3
GAP 4
Stakeholder-driven designs
and standards
GAP 2
Company perceptions of stakeholder
expectations
External
Communications
to Stakeholders
Key Factors Leading to Stakeholder Gap
Stakeholder
Gap
Stakeholder
Expectations
• Gap 1: Not knowing what stakeholders expect
• Gap 2: Not selecting the right behavior
• Gap 3: Not delivering to behavior standards
• Gap 4: Not matching performance to promise
Stakeholder
Perceptions
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Strategy
Identity
Image
Common Starting Points
Management
Communication
Organizational
Communication
van Riel, C., Principles of Corporate Communications
Marketing
Communication
Management Communication
Role of managers within organizations:
Developing a shared vision
Establishing and maintaining trust in
leadership
Initiating and managing change process
Empowering and motivating employees
18
Marketing Communication
Those activities supporting sales of
particular goods and services
Advertising
Sponsorship
Direct Marketing
Personal Sales
Product PR
Others
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Organizational Communication
Public Relations
Public Affairs
Environmental Communications
Investor Relations
Internal Communication
Corporate Advertising
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