Transcript Connected processes in management of pharmaceutical enterprise

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:
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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:
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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.
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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:
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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:
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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
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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:
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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!