Management Communication: Personal and Interpersonal Aspects, Crisis Communication, and Sustainability

Running head: MANAGEMENT COMMUNICATION 1
MANAGEMENT COMMUNICATION
STUDENT’S NAME
COURSE
UNIVERSITY
DATE

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Table of Contents
EXECUTIVE SUMMARY.......................................................................................................................5
TOPIC ONE...............................................................................................................................................6
THE PERSONAL AND INTERPERSONAL ASPECTS OF COMMUNICATION.......................6
INTRODUCTION.................................................................................................................................6
PESRONAL ASPECT OF COMMUNICATION...............................................................................6
PERSONAL COMMUNICATION CHANNELS...............................................................................7
DEVELOPING PERSONAL NETWORKS........................................................................................9
THE GRAPE VINE.................................................................................................................................11
FEATURES OF GRAPE VINE..........................................................................................................11
TYPES OF GRAPE VINE..................................................................................................................12
SINGLE STRAND CHAIN.............................................................................................................12
GOSSIP CHAIN..............................................................................................................................12
PROBABILITY CHAIN.................................................................................................................12
CLUSTER CHAIN..........................................................................................................................12
INTERPERSONAL COMMUNICATION...........................................................................................13
INTERPERSONAL COMMUNICATION ELEMENTS.....................................................................13
People...................................................................................................................................................13
The message.........................................................................................................................................13
Noise.....................................................................................................................................................13
Types of noise...........................................................................................................................................14
Semantic noise......................................................................................................................................14
Physiological Noise..............................................................................................................................14
Psychological noise...............................................................................................................................14
Intellectual noise..................................................................................................................................14
Environmental noise............................................................................................................................14
Medium................................................................................................................................................14
Context.................................................................................................................................................14
Feedback..............................................................................................................................................15
IMPORTANCE OF INTERPERSONAL COMMUNICATION.........................................................15
Facilitates giving and collection of information.................................................................................15
Influences action..................................................................................................................................15
Formation of relationships..................................................................................................................15

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Facilitates decision making and problem solving processes.............................................................15
Expression of emotions........................................................................................................................16
Prediction of behavior.........................................................................................................................16
EFFECTS OF INTERPERSONAL COMMUNICATION IN THE WORK PLACE........................16
Clarifications can be made..................................................................................................................16
Promotes team work............................................................................................................................16
Fosters good relationship....................................................................................................................16
Creates a sense of belonging...............................................................................................................16
TOPIC FOUR..........................................................................................................................................17
CRISIS COMMUNICATION............................................................................................................17
CRISIS DEFINITION.........................................................................................................................17
Conventional approach.......................................................................................................................17
Strategic approach...............................................................................................................................17
CRISIS COMMUNICATION DEFINED..............................................................................................18
OBJECTIVES OF CRISIS COMMUNICATION............................................................................18
CRISIS COMUNICATION THEORIES AND MODELS...................................................................19
THE IMAGE RESTORATION OR REPAIR THEORY.................................................................19
SITUATIONAL CRISIS COMMUNICATION THEORY..............................................................19
SOCIAL MEDIATED CRISIS COMMUNICATION MODEL......................................................20
INTEGRATED CRISIS MAPPING MODEL...................................................................................20
VARIOUS TACTICS FOR CRISIS COMMUNICATION.............................................................21
Pre-crises..............................................................................................................................................21
Pro-active issues management............................................................................................................21
During the crises..................................................................................................................................22
POST CRISES PHASE.......................................................................................................................23
EFFECTIVE CRISIS COMMUNICATION STRATEGIES...........................................................24
CREATION OF ACTION PLANS................................................................................................24
TIMELY RESPONSE.....................................................................................................................24
BE TRANSPARENT.......................................................................................................................24
ASSEMBLING OF A CRISIS RESPONSE TEAM......................................................................24
DETERMINATION OF PRIMARY AUDIENCES......................................................................24
TEST VARIOUS SCENARIOS......................................................................................................25
ANTICIPATION OF THE QUESTIONS THAT MIGHT BE ASKED......................................25

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IDENTIFICATION OF A SPOKES MAN....................................................................................25
INCLUSION OF THE SOCIAL MEDIA IN THE PLAN............................................................25
GET THE FACTS...........................................................................................................................25
DON’T HURRY TO COMMUNICATE........................................................................................26
TOPIC THREE.......................................................................................................................................27
ASPECTS OF COMMUNICATION THAT RELATE TO SUSTAINABILITY...........................27
Introduction.........................................................................................................................................27
The concept of sustainability..............................................................................................................27
COMMUNICATION OF SUSTAINABLE ACTIVITIES AND ACHIEVEMENTS....................28
CARBON FOOT PRINT COMMUNICATIONS.............................................................................29
CORPORATE SOCIAL RESPONSIBILTY.....................................................................................30
TYPES OF CSR...................................................................................................................................31
ENVIRONMENTAL RESPONSIBILITY........................................................................................31
PHILATHROPIC INITIATIVES......................................................................................................31
ETHICAL BUSINESS PRACTICES.................................................................................................31
ECONOMIC RESPONSIBILITY......................................................................................................31
IMPORTANCE OF CSR....................................................................................................................32
IMPROVED ORGANIZATIONAL IMAGE....................................................................................32
INCREASED BRAND RECOGNITION AND AWARENESS.......................................................32
SUSTAINABLE COMPETITIVE ADVANTAGE...........................................................................32
ATTRACTION OF THE WORK FORCE........................................................................................32
GOVERNMENT FUNDING..............................................................................................................32
CUSTOMER RETENTION...............................................................................................................33
THEORIES OF CORPORATE SOCIAL RESPONSIBILITY...........................................................34
PROFIT AND VALUE MAXIMIZATION THEORY.....................................................................34
THE STAKEHOLDER THEORY.....................................................................................................34
THE REPUTATIONAL APPROACH..............................................................................................34
THE CLUSTER THEORY.................................................................................................................34
THE SOCIAL INNOVATION THEORY.........................................................................................35
THE MANAGERIAL DISCRETIONARY THEORY.....................................................................35
ETHICAL THEORY..........................................................................................................................35
References............................................................................................................................................36

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EXECUTIVE SUMMARY
Effective communication for a variety of subjects is essential in the organization especially
during the crisis. In order to achieve sustainability within the organization effective
communication is also essential. CSR can be effective through efficient communication within
the organization.

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TOPIC ONE
THE PERSONAL AND INTERPERSONAL ASPECTS OF COMMUNICATION
INTRODUCTION
Communication refers to the process of passing information from one party to the other through
a given medium (Danziger, 2016). There are various aspects of communication but our study is
going to focus on the personal and interpersonal aspects of communication.
PESRONAL ASPECT OF COMMUNICATION
This refers to the perception of an individual regarding communication and its
effectiveness in any given environmental setting (Baerjee et al., 2015). Individuals view
communication as the most significant component for the effectiveness of various activities since
the set objectives cannot be attained without an effective communication process.
Communication is where two individuals communicate directly with each other.

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PERSONAL COMMUNICATION CHANNELS
This refers to the various channels that facilitate direct communication between two or more
individuals. They include: mail, fax, internet, telephone, face to face etc. These channels are
efficient because they facilitate immediate feedback as individuals are addressed directly. The
organization can have a direct control over these personal communication channels in various
ways. When a new product has been launched by the company, personal communication
channels are the most effective for the creation of awareness to the target consumers. The
marketing department usually contact the target consumers through the sales personnel. In the
process, the sales personnel interact with the target consumers through face to face discussions
and guide the consumers on the usage of some new commodities which enhances a quick
understanding and easy to convince the target consumers to purchase the company products.
Personal communication can also entail use of online guides to advise consumers of the usage
of various products offered by the company to enhance purchases. The company can also make a
personal statement to the buyers regarding new ingredients that have been in corporated to some
of the existing products to attract the consumers. The use of a word of mouth usually has a great
influence to the consumers’ purchasing decisions for various products sold by the company.
Personal influence is essential for some of the products which are expensive hence the choice of
an effective personal communication channel is usually an added advantage for the company.
The company can take an initiative to come up with strategies for personal communication
channels for effective market attainability for various products offered. The company can create
opinion leaders who will always give their opinion regarding their brand which might influence
the consumers’ purchasing decisions.

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The companies that make an effective use of personal communicational channels enjoy a
wide market share and a sustainable competitive advantage over other firms in the industry.