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Communication & OrganisationBS 2903

Week 2: The communication challenges facing organisations today

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How people work together will dictate the types of communication that will take place and the means chosen for each.

3Source: Hatch MJ(1997) Organization Theory

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Scientific Management

• Associated with the work of F.W. Taylor - the father of work study

• There is ‘one best way’ to perform each task

• Workers should be scientifically selected and trained

• There is a separation of ‘conception from execution’ i.e. it is management’s job ‘to think’ and workers ‘to do’

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Human Relations

• Inspired by Elton Mayo and the Hawthorne studies

• Members react to management as members of human groups

• Need for recognition, security and a sense of belonging more important than physical conditions

• Supervisors need to be aware of social needs

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McGregor’s ‘Theory X’ and ‘Theory Y’

• Theory X : People are lazy, hold goals contrary to the organisation, were not to be trusted, had to be closely supervised etc.

• Theory Y: Employees were mature, self-motivated, needed little in way of external controls

• Assumptions made by managers reflected in organisational structure - how much authority, rules of procedure

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Burns and Stalker: The Management of Innovation

• Mechanistic structure (rayon mill):hierarchical,vertical communication flow, stable market

• Organic structure (electronics firm):few boundaries, lateral communication, volatile and turbulent external market

• Each form of organisation is best suited to a particular environment

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Management Styles

• Unitary view: ‘we are all in the same boat

together’, conflict is seen as ‘pathological’

• Conflict view: ‘differences in perspective are

natural and flow from different economic

interests’, conflict is seen as ‘natural’

• Reflects differences in USA v. European

styles of theorising and social structures

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Communications strategies

• Note importance of formal as well as informal channels

• Communications strategies have to take into account...

- internal needs- the market / competitors/stakeholders- consumers/customers

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Competitive Advantage ?

• Investment in new technologies may bring

competitive advantage

Or it may be an additional cost to keep up

with the competition without any particular

advantage (voice mail)

• Good communication with customers =

results (part of CRM)

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Activity...• What are the opportunities facing

organisations today ?

• What are the problems in this ?

• What is the role of a communications strategy ?

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Questions?