Corporate Communication

Your organizations are well-known in practicing one-way communication from

upper management such as receiving instructions and orders. In order to have
effective communication in workplace, you should be able to give
suggestions, feedback,
or innovation ideas that could be utilized in your department. Based on your
research, elaborate the tips on how to communicate with your superior during
briefings or meetings.

One way communication is often used in the Autocratic style of Organization. It

only includes giving orders and escalating instruction from Top Management.
Two-way communication is often used in the Democratic style of Organizations
which include receiving instructions from Top Management and also providing
feedback suggestions and ideas from lower management.
Communicate with your supervisor during meeting or
briefing:-
It is important to communicate with your supervisor during meetings and briefing
so that you can add some valuable opinions and give initiative ideas.
Communicating with the boss is not just like a chit chat with your friend instead
that should be very professional and words you choose must be calculated and
weighted.

Followings are some ways and tip how to communicate with your supervisor
during meetings and briefings:-

 your supervisor should be on the same page. To seek a proper

understanding of the agenda and in order to stay on the same page, you
must spend time with your supervisor before meeting and discuss stuff
with him/her.
  Stay vigilant during the meeting and think of the possible solutions to
upcoming problems that may be going to be discussed in the meeting.
Staying one step ahead in the meeting will put your boss in the ease she/he
will be more comfortable in relying. To achieve this you must observe the
style and mindset of your supervisor by spending goo time with Him/Her.

 If you want your words to be clearly understood by your supervisor, make presentations,
and use visual images as a mode of communication. The pictures provide a more clear
and concise view of the things you want to deliver. 
 
 Non-Verbal communication is one of the very important elements that is often
overlooked but it can play a big role in delivering your message in a right and more
precise way. Maintaining strong eye contact and good posture when talking with your
supervisor to ensure he pays attention.

 To communicate effectively and efficiently stay focused and stick to the agenda point.
Talk to the point in the meeting with your supervisor to avoid any ambiguity.

 The voice tone and energy in the voice matters a lot while communicating with your
supervisor during a meeting as it gives clues about the message you’re delivering.
 
 Your choice of words during meetings plays a vital role as it can sometimes persuade
opinion to go in your favor or vice versa. So, you should be very careful while choosing
the words.
 
 When you are not speaking, make sure that you are listening properly and practicing
good listening skills. If you listen actively you will understand communication better.
 
 The most important element in the meeting and communication is to stay focus and focus
can be achieved if you avoid distraction. To avoid distractions keep your phone away to
avoid external distractions.

Conclusion:-

It is very important to have Two-Way communication in the organization as it will be add value
in decision making because there are lot of things that lower management is aware of and
addressing and resolving such kind of issues the input from lower management is very important.
In short every person in the organization is important and suggestions from them can for sure add
some sort of values towards organization.

1. Last week your organization has been affected by controversial crisis,

“There is no video has been viral nationwide. The video shows that an officer from
your department has involved in unethical behavior.”
This has tarnished your organization reputation. As a team leader, prepare a
crisis communication plan to show the communication strategy (both verbal
and non-verbal) on the end how to move forward. Your answer must include
key point that you have to learn during class.

A crisis communication plan is a set of guidelines that prepares companies for emergency or
unexpected events. These plans include steps that must be taken when a crisis first occurs, how
to communicate with the public, and how to prevent the problem from recurring.
In this situation, there is tarnishing of reputation due to the video leak that shows the
involvement of personnel from one of the departments of the organization. Now being a team
leader, one should design a plan that is most appropriate in such kind of situation. The best plan
should be a Crisis Communication Plan.
Crisis Communication Plan can be broke down into the following elements:-

1. Detailed Plan
The plan should explain how your organization will address and communicate about the crisis
and how they will handle the issue. The plan may include:
 Why the Plan is needed?
 Who will make the Plan?
 How the Plan will be made?

In this scenario, the plan is needed as there is a reputation risk of the company and that needs to
be addressed properly with proper justifications so that the message can be delivered to
safeguard the reputation of the company.

2. Crisis Communication Team:

Crisis Communication Team is responsible for gathering data, seek understanding regarding the
crisis, and make a plan on how to report the crisis and overcome the raised issue.
In this case, the Team Leader is responsible for planning and reporting the Crisis
Communication Plan. As the officer from the particular department was responsible for this
Crisis so it is more appropriate that Team Lead seeks to understate the issue and make Plan and
execute the one.

3. Key Messages
This is the most important head in the Crisis Communication Team as it contains
Communication Strategy.
Team Leader must tactically address the issue and announce publically that action will be taken
against culprits and ensure that these kinds of issues do not raise in the organization again by
allegedly took action against culprits.
Verbal Communication Strategy includes press conferences, interviews, and public appearances
in which Team Leader may speak about the issue and ensure that the action will be taken against
culprits and justice will be given to the victim.
Non-Verbal Communication Strategy Include posting of Pictures, Banners, Standees, and Social
Media Campaign in which justice assurance to the victim and punishment to the culprit is posted
and creating soft Image of the Organization.

4. Internal Communication Procedures:

Internal Communication Procedures include making policies and strict rules to avoid any such
kind of future events. The policies may include rewards and punishment systems that will
motivate loyal and hardworking Employees and warn and scared those who have bad intentions
towards the organization.

2. You are a good team leader. You aware that communication involves the
sharing and understanding of meaning. To fully share and understand, we
need to practice active listening. Your department needs to attend to public’s
complaints, reports and etc. Discuss the tips on how to be a good frontline to
the public. Your answers must include key point that you have learn during
class.

Front Line Staff:

Front line Staff is that staff who directly deal with customers of Public. These include:-
 Front Desk Staff
 Customer Service Staff
 Branch Staff in general
 Call Centre Staff
 Help Desk Staff

Front-line staff typically has very defined job roles and they have extensive interaction with
customers and the public. Most front-line staff holds relatively junior positions within an
organization. There are very strong time and resource pressures on the front-line environment.
The front-line staff has limited opportunities to innovate how they work.

There are lots of ways to be the good frontline to the public, some of them are briefed below:-
 1. Empathy:
Satisfied customers are the result of employees who empathize with each customer's situation
and can put themselves in the customer's shoes. To meet customer needs effectively, your front-
line staff must be able to listen sincerely and understand what is most important for customers to
solve problems and meet (and hopefully exceed) their expectations.

2. Empowerment
Frontline Employees should be empowered to make timely decisions to address customer needs
and issues without having to call in the supervisor.

3. Educated about your campaigns

All Employees should be educated about the company’s loyalty and promotion program. They
should know their targeted audience, the need of their audience, and also what the company and
public are demanding from them.

4. Technology 
Frontline Staff should be provided with the latest technology and they should be technology
literate. They know how to use the latest technology to carry out smart work.

5. Motivation 
The most vital element in the professional world is Motivation. One should be motivated enough
to carry out the task with motivation and stay positive in every situation. One should be vigilant
enough to carry out task pro-actively. 

6. Patience
Patience is the biggest weapon for the Front line staff. As in your normal course of business, you
came across different kinds of people so one should stay calm and patient to deal with the people
and situation wisely.
7. Flexibility
Flexibility is the component that every frontline staff should possess. Flexible both in timing and
in nature. As the nature of the Job of Front Line staff is so dynamic and vast that one should be
flexible enough to carry out the task.

Conclusion:-
Knowledge management must show an important role to confirm that frontline employees are
efficient and effective. However, it must be recognized that the first-line environment is very
different from management, advice, or administration. Knowledge management initiatives need
to be developed with an understanding of key issues to ensure that the right techniques and
approaches are used. It is worth the effort. Knowledge management for first-line employees can,
among other things, bring big savings, reduce legal risk, and increase sales.
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