COMMUNICATION
It is the element that allows us interact with others directly or through objects, meaning that the communication can be faced within two dimensions; In an interpersonal or in a technological level.
Communication is the base of all relationships and the understanding between the elements (communicator, receiver, perceptual screens and the message) is what let us maintain and build relations. These elements are affected by many other factors, that depending on their positive or negative appearance within the communication, can be consider or not as barriers. Such barriers can be:
*Language barriers: Referring to the use of semantics, vocabulary, grammar and punctuation.
*Physical barriers: Visual and vocal noise, time differences, geographical and technology distance, status, an educational gaps (Related to age).
*Social-psychological barriers: Status (Salary, abilities, age), whether the person is open or close minded, emotions, distortion of reality and resistance to change.
The communication plays a very important role within and between the organisations, and the good use of the factors mentioned before; it is what allows the members to have an effective interaction with each other. Clarity and consistency are fundamental when transmitting a message, the communicator needs to know what is the objective of the message itself and be aware of the perfect timing to communicate it, in that way they won't compromise the communication and it will exist a perfect understanding of the message.
Since the managers are the leaders and for instance represent us in the organisation, their role in the communication is crucial when transmitting important information. In class we define five types of managers regarding their communication skills.
- Expressive speakers: Which openly express thoughts, opinions, ideas and feelings, it is sociable and let his subordinates know where they stand.
Empathetic listeners: That are always willing to listen, are patient and shows concern about others responsibilities and actions.
Persuasive leaders: It is a person that doesn't like to give orders, he rather likes to encourage people to achieve results by telling the how capable and good they are.
Sensitivity feelings: He cares about other's feelings, that is why is able to share critical points of view and feedback to someone, but in a confidentially and constructive way.
Informative managers: They share information about the organisation in order to keep employees well informed and avoid miscommunications.
Michael Spencer, "If InterContinental were a sound … what would it be?", Journal of Business Strategy, Vol. 31 Iss: 4, pp.39 - 46
*I invite you to see the following video. It is an Interview that Larry King made to Toyota's CEO, when the organisation was call to testify, due to the security problems and accidents that some Toyota cars were having in the U.S. You can clearly see why the decision of the CEO to use interpreters during the interview, was important, and how elements such as culture and perception, played an important role within the discussion. This video, basically synthesized what we have seen so far in the course, ethical behavior, communication, managements styles, values, attitudes, decision making processes, all this elements can be observe during the interview*
http://www.youtube.com/watch?v=8RXiWJlH7Ls
VIRTUAL TEAMS
It is a different type of communication that was borne thanks to technology and the globalized context in which the organisations are participating today. Some of them are created by necessity and others for pleasure and comfort. But all of them necessarily need human resources practices.
Some of the main characteristics that bring to life the idea of virtual teams are; the geographical distance, the differences in time zones, the common purposes, the technology, the size of the group, knowledge and the status within the organisations.
There are different types of virtual teams and they vary according to the characteristics mentioned above.
Telework: It is a telecommunication that can be done partially or fully outside the workplace, let workers access information from remote locations, it is flexible and allows the company to save money and time.
Virtual groups: It is a combination of teleworkers, that have the same boss but work for different goals, because the tasks and activities are independent.
Virtual teams: Is when the members of the virtual groups interact with each other, in that sense the do share common goals within the organisation's structure.
Virtual communities: It is created by larger entities that seek a common goal and share same roles and norms, their participation is trough Internet.
What are the advantages?
Can help the organisations save some money and time, when workforces are required in different geographical regions; brings flexibility into processes; people can work at the time and place they want; and productivity can be raised since they can work 24/7, different from a ¨brick company¨ that has to fulfill specific working hours, normally in day time.
What are the disadvantages?
The implementation and acquisition of technology can be very expensive; some organisational cultures prefer the face-to-face communication; it can be difficult to monitor and the difference in culture, time and language can cause misunderstandings.
Kuruppuarachchi, Palitha R. 2009. "Virtual team concepts in projects: A case study." Project Management Journal 40, no. 2: 19-33.
Image: Conference room, took from;http://newsroom.cisco.com/dlls/2009/ekits/MAG53295.jpg
IF INTERCONTINETAL WERE A SOUND...WHAT WOULD IT BE?
As an introduction, it is important to make clear as the article says, ¨that sounds are not just a brand positioning strategy, nor is it a blueprint for choosing background music. It is more of an account of the interplay between arts-based disciplines and business processes in support of a company’s strategic objectives. Artistic procedures are highly disciplined and can be effective catalysts in building and reinforcing better business practices¨. (1)
Noise as visual or auditive element, can be of highly impact when someone is trying to communicate a message to others. If we apply this concept into the Intercontinetals' case or any other organisation that is trying to analyzed the impact that particular sounds in this specific case ¨music¨, can have over the business strategy, we can reassure the importance of being able to find the perfect balance between the tangible (the infrastructure, the price paid for the service, the physical appearance of the employees, the food and in general the aesthetic of the place) and intangible (The music, language, hospitality and the quality of the employees and services offered) elements of the organisation, when transmitting a strategic message.
All these combined, transmit one and only ¨One message¨ to everyone involve in the organisation (members, employees, suppliers and most important clients). Taking into account that in communication timing and consistency are principles to an effective communication, any mistake doing it, can cause severe damage to the organisation's structure.
When defining in this case, the music to be play in the hotels, it is very important that managers and members of the project, know how to make musical choices not to overcome their own subjective opinions. And this is important, because the music would be also subject to the client’s perspective, so if the combination of both perspectives, do not match, the complete purpose of the message will probably turn in failure. The company could make the music choice influenced by personal or emotional attachment, not from specific individuals but from the organisational culture.
It is also very important to know, that words used in campaigns or sights cannot always be applied to musical briefs, due to misunderstandings in semantic conception. For example there is no problem on using it in writing because people can clearly see the difference with other words that are written alike, but they cannot hear the difference when they sound alike and there is no chance to do explanations.
As the document mentioned, they also discovered in the studies that ¨local musical culture was considered an integral part of a hotel visit and that this should be incorporated into the highest level of music provision¨. (2) The objective in the auditive messages then, must be a combination between the organisational culture as one entity and the regional culture where the organisation is located in. In that sense, the company as communicator would be consistent with it's business strategy in that specif region that could lead to positive feedback at the end of the communication process.
We can see, how sounds can impact the business strategy as an organisation, I think that the advantages or disadvantages, vary depending on the good use of the specific key communication elements in the specific situations the organisation is in. ¨If one element is out of phase it can affect the whole structure. Also, both song and brand have a strong underlying sense of momentum. With music it is provided by the pulse; with the brand, the driver is its consistent values¨.
(3) (1) Taken from the article ¨If InterContinental were a sound . . .what would it be? by Michael Spencer, Managing Director of
Sound Strategies Ltd, London, UK. Page 1, paragraph 2, lines 1 to 6.
(2)Taken from the article ¨If InterContinental were a sound . . .what would it be? by Michael Spencer, Managing Director of Sound Strategies Ltd, London, UK. Page 6, paragraph 5, lines 8 to 10.
(3)Taken from the article ¨If InterContinental were a sound . . .what would it be? by Michael Spencer, Managing Director of Sound Strategies Ltd, London, UK. Page 6, paragraph 8, lines 6 to 8.
The following summary is based on the article ¨What Makes Management Style Similar and Distinct Across Borders? Growth, Experience and Culture in Korean and Japanese Firms¨. By Lee, Jangho, Thomas W. Roehl, & Soonkyoo Choe. 2000. . Journal of International Business Studies, 31(4): 631-52.
