The Importance of Communication in the Turnaround of SAS
Definition of communication
Communication is the exchange of messages between peoples for the
purpose of achieving common meaning. Or it can define as the process
by which information is exchanged and understood by two or more people.
A fundamental of principles communication is that the symbols the
sender uses to communicate messages must have essentially the same
meaning in both the sender’s and receiver’s minds.
Purpose of communication
People communicate with each other in order to get the messages they
need, and utilize them for the further use, but what’s business
communication different from general communication. It’s not just
getting message for uses, but data involving in operating the tasks as
well. The purpose of communication can be divided into specific
purpose as follow:
- To convey information:
- To explain the nature and implications for the business:
- To establish rules for dealing with different situations:
- To stimulate action:
- To create relationships between the members of the organization:
- To form collective decisions and render them generally acceptable:
- To instruct: instruction manual for operating a computer:
- To evaluate: performance appraisal records:
- To meet human and cultural needs:
Communication breakdown
You can never assume that the message in your mind will be perfectly
transmitted to your receiver. We need to identify different patterns
of communications and we need to draw conclusions about the most and
the least effective patterns of communication, and report their
evaluation to avoid misunderstanding. Communication breakdown happens
when the recipient don’t receive the meaning of the message or
interpret the message as the different meaning from what sender tries
to encode. Communication breakdown can be seen from absences of
decoding from the recipient.
Factors of communication breakdown:
- Physical distraction : it happens when something bother the
communication and lead recipient or sender from transferring the
information. Example: when someone is talking to you and suddenly your
cell phone ring.
- Different channel/medium: Sender should choose the appropriate
channel/ medium to assure that the information could be reach by the
recipient. This involves adjusting the channel/ medium with ...
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...!” thus Carlzon reinforces both verbally and
nonverbal that he really means what it says in the red book.
Furthermore, top management is willing to support the front line. To
celebrate the initial turnaround, Carlzon sent every one of the 20,000
employees a gold wristwatch. Since then, major efforts to communicate
with employees have helped SAS earn an international reputation for
good service.
As the success of SAS, I’ve suggested that good communication and
associated interpersonal processes in organizations are important
ingredients of organizational effectiveness. Although effective
communication is critical to all management functions, it is
particularly vital to the leading function because it provides a
necessary conduit for efforts to interact with and influence others.
Carlzon uses communication and interpersonal processes well to nurture
SAS unique culture. Thus, effective communication between individuals
or within a group is the element that can lead the company go through
the crisis and to the brightness. It is also the basis for the company
to implement the compatible and harmony environment and enhance its
productive force among the industries.
She died at Gettysburg. Here's a brief summary of what happened at the battle of Gettysburg. Lee was the general of the confederate side on the battlefield, and he was going against George Meade, who was the general on the union side at the battle. (Google)
Robert E. Lee was the best General for the South, and out smarted every Union General that was put against him. To The South, Lee is like a godly figure to them. He inspired The South even when the North controlled the battlefield, and is still thought highly of by some people in the confederate states. To the North, Lee was a traitor and even lost his citizenship. Although he lost, Lee is still a giant face in history.
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