ORGANIZATIONAL

COMMUNICATION
WHAT IS ORGANIZATIONAL COMMUNICATION?
Organizational communication is defined as the channels and forms
of communication in which organizations such as corporations, non-
profits, and governmental bodies engage, including both the internal
communications that occur within an organization, and external-
facing communications between an organization and its
stakeholders.
TYPES OF ORGANIZATIONAL STRUCTURES

FUNCTIONAL- a bureaucratic organizational structure. Divides the

company into departments.

MATRIX- reporting relationships are established as a matrix.

PROJECTIZED- established specifically for a project. The project team
members work under the management of the project manager

COMPOSITE - a combination of other types of structures.

A.Business Writing and Reporting Skills
1. MEMO WRITING
What is Memo?

● Short for the word “MEMORANDUM”, meaning reminder

● A text document sent from one person to another or others within a
company or organizations
● Memos are often internal business communications, short and to the
point, clearly stating what must be done or not

Core Purpose

● To give instructions or serve as a reminder of events, decisions or actions.

WHEN DO WE WRITE A MEMO?

MEETING INSTRUCTIONS POLICIES

Part of a memo
1. Memohead - department/office name,address and contact number
2. To line- name and title of the receiver
3. From line- name of the sender
4. Date line- chronological record for reference purposes
5. Subject line- topic of memo
6. Body- message of the memo
7. Identification initials- indicate the typist initials if sender is not the one
who personally typed the document
8. Enclosure notation- attachment to the memo
9. Copy notation- indicates the secondary recipients of the letter
Writing a Memo
1. Use the correct format and standard use of language.
2. Use a numbered list or bullet to enumerate information.
3. Use a positive tone, concise wording and active verbs.
4. Use heading to highlight topics.
5. Check or remove grammatical or typographical errors
Writing a Memo
6. Sign beside your typed name (sender).

7. Flush left the To, From, Date, and Subject lines.

8. Conclude the memo by saying Thank you or a directive action ( Ex: For your
compliance)

9. Never use plain numerals for dates

INCORRECT 10/08/2022 CORRECT October 8, 2022

 HEADING

Flush left the To, From,

Date, and Subject lines
2. MINUTES OF MEETING

What are Meeting Minutes?

● Notes that are recorded during a meeting.

● Highlight the key issues that are discussed, motions proposed or voted on, and
activities to be undertaken.
● Taken by a designated member of the group.
● Provide an accurate record of what transpired during the meeting.

Meeting minutes document the most important points discussed during a

meeting. They serve several purposes:

➔ Inform absent team members of the discussion and decisions made

➔ Serve as a record of discussions for future reference
➔ Provide “takeaways” for meetings that are informational
➔ Supply reminders of action steps
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There are five main steps involved in recording the minutes of
Pre-Planning
If a meeting is well-planned in advance, taking minutes will be a lot easier. That said, the
chairperson and the secretary or minutes-recorder should work together to determine the
agenda of the meeting beforehand. For example, the person recording minutes could work
with the chair to draft a document that will serve as an agenda and provide the format for
the meeting

Meeting Agenda

If it’s not possible for the chair and secretary to meet and come up with a draft, then it’s up
to the secretary to get a copy of the agenda before the meeting starts. The meeting agenda
will serve as a guide for how to take notes and prepare the minutes. In addition, the
agenda also includes other details, which need to be incorporated in the minutes. They
include:

● Names of all the members present – includes guests and speakers

● Documents that may be handed out as the meeting progresses, such as copies of a list
of proposals to be voted on
What to Include in Meeting Minutes?

Before recording any details, a designated minutes recorder should familiarize

themselves with the type of information that they should record. A group may be
using a specific format to record notes but, overall, the minutes of a meeting
typically include the following details:

● Date and time the meeting happened

● Names of attendees, as well as absent participants
● Acceptance of, or amendments made to, the previous meeting’s minutes
● Decisions made regarding each item on the agenda, such as: Activities
undertaken or agreed upon, Next steps, Outcomes of elections, Motions
accepted or rejected, New business, Date and time of the next meeting
Why take meeting minutes?

Well-organized and thorough meeting minutes offer a number of advantages. They

can:

● Provide structure: Facts, decisions, votes taken, conflicts, attendees and other
important details can be retrieved if needed.
● Offer legal protection: Auditors, the courts and the IRS consider meeting
minutes official records of the actions of an organization and its board.
● Measure progress: Meeting minutes can serve as a timeline of progress on
projects, efficacy of decisions, and effectiveness of team members in terms of
action steps.
● Determine ownership: Minutes record votes, owners of tasks and decisions.
The Process of Writing Meeting Minutes

When the meeting ends, the individual tasked with writing minutes should get all
the resources he needs to write up the minutes in a clear, presentable way. Here
are some tips to consider:

● Once the meeting ends, don’t take too long to write the minutes. This way,
everything that took place in the meeting is still fresh in your mind.
● Review the outline that had been created earlier and make adjustments
where necessary. This might include adding extra information or clarifying
some of the issues raised. Also, check to see that all verdicts, activities, and
motions were clearly recorded.
● Revise the minutes and ensure they’re brief but clear.
Distributing the Meeting Minutes

● Once the secretary completes writing the minutes, he/she is supposed to share
them with the group members. They can be shared online or through the
cloud. Considering that minutes and other types of documents can entail a lot
of paperwork, it may be preferable to use a paperless sharing approach.
● For example, if the minutes recorder was documenting the minutes using
Microsoft Word, which does not offer online sharing, then they might consider
using Google docs, which offers a way of sharing documents online with other
users.
● The recorder is also supposed to save a copy of the meeting minutes for future
reference. Most companies store their minutes online – either in Google Docs
or OneDrive.
Key Takeaway

● Meeting minutes are important because they are used to document the key
issues raised during a meeting. For example, effective minutes can state the
approaches that were proposed to solve a particular problem and the main
reason why members choose one method over the other.
● The minutes of the meeting can be recorded manually or on an electronic
device such as a laptop or iPad. After the meeting, the recorder reviews the
minutes and makes edits where necessary. The meeting minutes are then
shared with the group participants. Apart from distribution, the minutes are
also saved for future reference.
In summary…

Who should record meeting minutes?

The person taking meeting minutes can be a professional note-taker, such as an assistant who
attends solely for the purpose of recording the meeting. However, meeting minutes can also be
taken by one of the meeting participants.

Should meeting minutes be signed?

If minutes are intended as official records, they should be signed by the person recording notes.
The minutes may also be signed by the approving chairperson.

Should meeting minutes be written in the past tense?

Yes, because the notes are referring to things that happened in the past. The only time the past
tense is not used is when you are writing details about things that are going to happen. For
example, ‘The annual report will be checked for errors and discussed in the next meeting.’
 B. Presentation of Reports
The ideal place to begin that process is to go first to the end of your report.

Conclusions
Findings Most important to the reader
Recommendations
Salient part of the report

✔️Keep these to as few points as possible.

✔️ At this point, you should be prepared to construct the presentation that will
bring you to the predetermined conclusion. That means a return to some
fundamentals.
Your Objective

👉 Start by being clear about your goals.

❏ Was the main goal of your report to disseminate information, possibly to keep your audience
current or to alert them to any business issues?

❏ Was it intended as a call to action?

❏ What specific response do you want from your audience?

✓Make it as clear and concise as you can.

✓Keep it to a few sentences, at most.

Your Audience

🤷 Get to know your audience well.

👀 Look for anything that might have an impact on how they might react.
🤔 Learn what they could be anticipating from your report as well.

👇
Any assumptions or preconceptions your audience may have must be addressed in your
presentation.
Your Road Map
The ideal course of action, especially when working with large and comprehensive material, is to start by
outlining the presentation's underlying logic.

It will assist you in maintaining your attention on the key elements of your report, such as:

● The main ideas and messages

● Conclusions
● Recommendations

* List the report sections that most effectively support your main ideas.

*Be merciless in eliminating what you don't need, to avoid becoming mired down in
more detail than you'll need for your presentation.

Remember:
You are not presenting the report; you're creating a presentation based on the report.
Structure your talk
❖ When you're dealing with a lengthy report that later will become an oral presentation, it helps to
break the material into several distinct parts, based on the structure you've defined in your road
map.

>That way, you can address each main idea as an entity, before moving on to the next idea. That'll
help your listeners better comprehend and remember each key idea.

❖ Pay attention here to transitions; these should provide a natural link from one idea or section to
another. Your transitions can also serve both as a summary of each section and a glimpse of what's
coming next.
❖ Building the body of your presentation shouldn't be too difficult if you have a well-thought-out
framework.
❖ By now, you ought to be able to proceed logically and sequentially to your conclusion.
Create a Strong Opener
Make a Powerful Opening

Any presentation must start off with a compelling opener. It becomes much more crucial when your
audience anticipates having to go through what can be a protracted, boring exposition. With an attention-
grabbing opening, you may instantly debunk any such assumption. So, carefully consider your initial
remarks.
In the report, look for something.

● A claim, a remark, or a conclusion-that is likely to have an especially strong effect on this audience.
Going directly to the report's main conclusion and articulating it as succinctly as you can can be all
that is necessary to achieve that.
● Consider developing an elevator speech.

Consider that you have ten seconds to make your pitch. What are your thoughts? Once you have the
introduction down pat, you may move right into the presentation's body.
Keep those visuals Lean and Mean
Your report likely includes a wealth of specific data.

✔️Be mindful to only include the most important information in your images.

✔️The basic principles should be kept in mind when you construct your images.

✔️Use only quick-to-read illustrations that reinforce your main points.

✔️Avoid using graphics that are overburdened with data, charts, and graphs that don't actually offer
anything to the discussion.

👇
Again, you'll need to be pretty brutal in eliminating anything but the absolute necessities.
Remember 🔥

👉 Be clear about the time allotted for your presentation.

👉 At the end of your presentation, summarize clearly and emphatically the key
conclusions and recommendations of your report.

👉 Be prepared for questions. Will you be addressing questions as they come up or

will questions be held for a Q&A period at the end?

👉 Have back-up material in reserve in case you're questioned or challenged about

parts of the report you did not include in your presentation.

👉 Have handouts ready to pass around after your presentation. You may decide to
hand out the entire report or just portions of it, as appropriate.

👉 Rehearse in the room and with the equipment you'll be using.

C. Preparation and Conduct of Meetings
HOW TO PREPARE FOR A MEETING

It was Hendrick van Loan who once said that a meeting will only be successful if it
has two participants;-one of whom he is away sick and another who is absent.
Organizational life is never that generous to managers, however, meetings have
become a unavoidable aspect to manager’s role. Fortunately, it is possible to
eliminate unnecessary meetings and to make the remaining ones more effective.

An important ingredient is planning and preparation, as the following points

reveal.
● Make sure you’ve called the meeting. Meeting should never become a
ritual. They cost time and money so it’s important to call a meeting only when
one is warranted to solve a problem, to coordinate activities, to disseminate
and discuss urgent information, to reach a consensus or decision, to build
morale, to reconcile conflicts.
● Prepare benchmark of productivity. A checklist of what you want to
accomplish, refer during the meeting and for use later to compare meeting
and for use later to compare and hoped-for outcomes with the actual
achievements.
● Select the participants wisely. Only those who need to attend should be
invited to do so. Consider inviting participants to be present at a particular
time, for the agenda item for which their personal contribution is required.
● Prepare and distribute an agenda that will work. The more care you take
with an agenda, the more productive the meeting will be. The agenda should
be more than just a list of items handed out at the meeting.
● Dispatch agenda and background papers. By giving adequate advance
notice and distributing the agenda and support documents for all items, you
will demonstrate your thoroughness and instill confidence in your leadership.
● Do your homework on the participants. If emotional or controversial issues
to be discussed during the meeting, it is sometimes a good idea to talk to the
key participants beforehand. Consider their reactions and how you might
handle them during the meeting to achieve the desired outcomes.
● Gather appropriate tools for the meeting. Make sure you have
considered the following items frequently required during a meeting
notepaper, pens, flip chart, whiteboard, refreshments, projectors,
telephone, tape, recorder, and so on.
● Be prepared psychologically. Mental preparations is also a vital
consideration and, in this regard, the following suggestions are offered:
❖ Know the meeting process and your role as the chairperson.
❖ Do your homework.
❖ Believe you can lead.
❖ Seize the opportunity.
❖ Aim high.
HOW TO CONDUCT A MEETING

Every manager needs to be able to be able to master the skills of chairing a

meeting. A meeting chaired effectively will have the participants leaving with a
sense of accomplishment and a clear understanding of future direction and
task. If you want to conduct successful meetings as chairperson, then here
are the important steps in the process for to follow.
● Start on time. Before long, everyone will arrive late. So, how do you get
people to your meetings on time? By starting on time always.
● Get the meeting off to a business-like start. Welcome and introduce
yourself and participants and their roles. Clarify the objectives of the meeting,
ensuring everyone understands the task at hand and is aware of the expertise
in the available in the group. Be brisk and business-like.
● Preview and confirm the agenda. Check that each member publicly agrees
with the stated objective of each listed agenda item. Indicate the criteria for a
successful meeting and in particular, how the group will decide or know when
the outcomes are achieved. Other items might be suggested and after listing
these in “Other Business”, close off the agenda.
● Focus continually on your objectives. A meeting is held for a purpose so keep its
main objectives and desired outcomes clearly in mind at all times.
● End on a positive note and on time. This will mean bringing discussion to a halt
about five minutes before the scheduled finishing time. Sum up the entire meeting,
restate the outcomes, confirm allotted tasks and deadlines, and thank participants.
● Review and analyze the success of your meeting. It is important to assess the
meeting’s effectiveness and your own leadership style. Use that information to make
your next meeting better.
● Follow-up promptly. Concise minutes, including decisions made, tasks assigned,
deadlines and follow-up should be completed and distributed promptly. If possible in
the period following the meeting, monitor the progress and assignments.
D. Customer Engagement Management
https://www.smartkarrot.com/resources/blog/customer-engagement-manager/

● Customer Engagement Management provides the means to drive the

increase in customer value. To increase and improve customer
engagement ,product adoption and customer retention are 2 important
things to consider.

● Customer Engagement Management increases conversions, customer

success, retention and satisfaction. This in turn improves company’s
reputation, their referenceability, revenue and capability to drive referrals from
customers.
What is a customer engagement manager?

- Responsible for creating and maintaining important relationships with customers, both
potential and existing customers of the business.

- Act as an essential connection point between the company and the customer. This
connection point will provide customers with a great experience, ensure the legal terms
of the contract and allocate resources properly to ensure satisfactory resolution of
problems as well as negative feedback from the customer side.

-Needs to help the team win and keep customer’s business.

A Customer Engagement Manager is responsible for a wide variety of roles and
responsibilities:

1. Interact with customers, identify their needs, and suggest new products and
services that suit their interests.
2. Interact with the customers and take their feedback regularly.
3. Contribute to engagement ideas on the company’s social media pages.
4. Collaborate with different teams and monitor all aspects of the project, including
communication, technology, and development.Lead various customer projects
simultaneously and use different tools for the same.
5. Collect reviews and testimonials that appraise the brand image.
6. Create engaging marketing plans for new products and services
7. Monitor the ongoing marketing campaigns and plan on making them more
effective.
8. Document all the necessary details about the ongoing marketing campaigns and
their effectiveness.
10. Providing excellent service and support to the existing customers to build
healthy relationships with them.
11. Developing engaging business plans to approach new prospects.
12. Manage marketing and engagement campaigns on social media platforms.
13. Use advanced analytics and data from CRM to boost the response rates and
show a compelling return on investment (ROI).
14. Execute customer engagement business analysis.
15. Develop training programs to help the associated staff to support company
objectives and goals.
16. Analyzing sales data to identify new opportunities in new markets.
17. Conduct performance reviews and contribute towards resource
management.
 Communication
Problem-solving
Attention
Leadership
skills
to skills
detail
skills
Relationship-building
Analytical skillsskills

Skills required to be a successful Customer

Engagement Manager:
Customer Engagement Manager: Work environment

The typical work environment of a customer engagement manager involves an office setup, and
they may also have to travel to meet clients. The nature of their work is mostly dependent on the
organization and the product.

On a typical day, a Customer Engagement Manager (CEM) interacts with the customers and plans
further engagement approaches. He/ she analyzes customer data and insights on the
communication infrastructure to understand its performance levels.

At the same time, the CEM guides the best practices and helps other employees with reporting
and analytics to determine issues to address customers’ pain points.
 Focus
Have a on delivering
data-driven afor
approach personalized
decision-making
Emphasize employee engagement
approach

Customer Engagement Manager: Best Practices

Organizational Chart
An organizational chart in nursing management clearly defines the extent of each nurse's authority
to diagnose and treat a patient as a way to ensure the most professional care. It also allows other
health care workers and patients to know exactly who to deal with in the medical hierarchy.

Understanding the complete hospital organizational structure ensures that hospital employees
know their own responsibilities, the responsibilities of those around them, to whom they report,
and who to talk to about particular responsibilities or fields of knowledge
References:
https://corporatefinanceinstitute.com/resources/knowledge/other/meeting-m
inutes/

https://www.indeed.com/recruitment/c/info/what-are-meeting-minutes-and-h
ow-are-they-used-in-business

https://www.edrawmax.com/templates/1006734/