1, emotional communication
The management communication of emotional content is an extremely basic, basic but very important communication that the author spends a lot of time in actual management. Human beings are animals with self-feelings, emotions, interests, hobbies, preferences and habits, and are the intellectual resources in the hands of enterprise managers. Marx once regarded it as a variable cost with great flexibility in output efficiency and benefit. Modern human resource management science regards it as the decisive factor of enterprise's comprehensive competitiveness and core competitiveness, and even puts people at a height higher than the first element of information and knowledge. Because the productivity of any resource such as information, knowledge and technology depends on people's effective work. However, people are not always rational at work because they have emotions, feelings and personal limitations and preferences. Therefore, it is an important task in management and management communication to understand, channel and adjust people's emotions.
A famous American management scientist once said that there should never be fear in an organization, and it was about emotional and sensory communication in enterprise management. In an enterprise, people will have some negative and destructive emotions and feelings for various reasons such as themselves, the outside world and the inside of the enterprise. Bad emotions and feelings will interfere with the normal enthusiasm and productivity of employees. Good and excellent emotions and emotions, such as positive feelings, trust, pleasure and other emotions, help to give full play to the maximum potential of employees in enterprises. So as to indirectly improve and improve its production efficiency and benefit. Both Napoleon Hill's Complete Book of Success and Carnegie's Complete Book of Human Weaknesses require everyone in an enterprise to learn to communicate with their own emotions and feelings, encourage themselves to cultivate positive attitudes and feelings, and eliminate and resolve negative emotions and feelings, so as to keep themselves in a good state and help them miraculously increase their work performance.
In business management communication, extending a friendly smile to colleagues, gently hugging or patting their close colleagues on the shoulder, and so on, are all emotional exchanges. Obviously, in order to create and maintain a good interpersonal working environment, and to generally improve the work enthusiasm and performance of employees in enterprises, emotional communication is a very basic, daily and important basic management communication work in enterprises. On the surface, emotional communication seems to have nothing to do with the functions and objectives of enterprise management, but practice shows that the power of emotional management communication is so great that employees and managers should learn emotional communication skills first. Without this skill, you won't be a qualified employee or manager.
2. Communication of operational business information
In enterprise management communication, besides emotional communication, there is also a basic, frequent and important management communication at the business or work level, that is, communication between people about how they work, how they should work and how they are doing at present. I call it operational business information communication. Communication of operational business information is actually a very good job that happens all the time in enterprise management. The daily operation of an enterprise depends on it to maintain normally and effectively. This kind of management communication can be divided into three categories according to its content: work instructions, work opinions and work suggestions.
The boss must clearly give work instructions to his subordinates. Without clear work instructions, subordinates will be confused and confused, and their work will be chaotic, which will waste resources and reduce output. Employees at all levels of the enterprise are not without opinions and ideas about the work instructions they accept. Especially in the process of executing work instructions, there may be new problems that need to be reflected upwards, or the implementation of the work may be reported upwards as required. All these opinions, ideas, progress reports and reflections on problems constitute the second category of operational business information communication: work opinion communication. Employees at all levels in an enterprise often have their own independent business thinking when executing work instructions. They can often form their own unique and even creative new ideas and rationalization suggestions for their own and others' work, even the local and global work of the enterprise, according to their own practice, observation and thinking. This constitutes the third category of operational business information communication: work suggestion communication.
In modern enterprise management, there are more and more knowledge workers and knowledge content in the process of enterprise production, operation and management, the organizational structure of enterprises is becoming more and more flat, and the decision-making authority moves down along the organizational structure. These changes have put forward higher job requirements and greater decision-making power and creativity for employees. Therefore, the quality of enterprise management depends more and more on whether employees can work creatively, rather than relying more on the instructions of superiors as before. In fact, as a creative communication of work improvement opinions, work suggestions have been widely used in the management process of various enterprises, and have indeed promoted the management performance of many enterprises. There are tens of thousands of rationalization suggestions put forward by Panasonic employees in one year, nearly half of which have been adopted and implemented, making great contributions to the company's management and comprehensive performance.
3. Communication of responsibilities, rights and interests
An enterprise is an economic organization that produces products and services that customers need and gains profits from them. Employees of any enterprise should have a clear division of rights and responsibilities in any long period of time. The responsibilities and rights of employees in an enterprise constitute the division of labor, post responsibility and authorization in enterprise management. The interests of employees in enterprises, mainly economic interests and organizational status, are the necessary conditions and key factors for enterprises to attract and motivate employees to fight for enterprise goals.
Rights, responsibilities and interests generally need to be fixed and confirmed in writing, that is, formal management communication is generally carried out in writing. However, due to the dynamic development and interaction between employees, it is not always easy to clearly define the scope of responsibilities, rights and interests. Therefore, in enterprise management, not only the normal and determinable relationship between responsibility, right and benefit needs communication, but also when they develop and change, some employees begin to be vague and it is difficult to grasp their own understanding, so it is especially necessary to conduct in-depth management communication in time.
Both enterprises and employees work for profit. The matching of responsibilities and rights is convenient for employees to complete their jobs and achieve corporate goals. Unclear responsibilities, inappropriate rights, or unclear benefit-sharing structure will all have an impact, which will eventually lead to employees in the enterprise being unable to exert their enthusiasm and work efficiently and effectively. In an enterprise, when an employee points out that "this is what you should do" or "as XXXX, you have no right to do so", it is that he is communicating his responsibilities and rights with you. For another example, when an employee talks to you about his career development and the treatment he deserves, what you do is also a typical communication of rights, responsibilities and interests.
In enterprises, profit-driven is the fundamental driving force for the survival and development of enterprises and the fundamental driving force for employees to work hard. Without good internal communication of rights, responsibilities and interests, there can be no other management communication success: the communication of operational business information will be blocked; Decisions and systems are often not carefully understood and implemented; Employees do not agree with the mission and purpose of the enterprise, and have no sense of belonging and honor to the enterprise; When communicating with the outside world, the interests and image of the company are not considered, and the content of communication with the outside world is destructive to the enterprise, and so on. If the company is sued to the court because its employees are not treated fairly, it is because of improper communication of rights, responsibilities and interests, or failure. Such communication events happen from time to time.
According to the author's own management experience and observation, the management of the enterprise spends a considerable amount of time on management and communication, which is actually this kind of communication: employees have ideas about their work arrangements, that is, their job responsibilities are too heavy; I think my salary is too little, and I hope to increase it more; Colleague A quarreled with colleague B, not because of work, but because B's behavior or attitude violated A's responsibility, rights and interests and so on. The author believes that good and effective management communication of responsibility, right and benefit is one of the foundations of all management communication in enterprises.
4, decision-making business information communication
The author divides the communication behavior process that mainly occurs in the daily work scope of ordinary employees, grass-roots managers and middle managers into operational business information management communication. This kind of management communication is basic and fundamental, which occurs every day and maintains the daily operation of enterprise business. But for enterprises and managers, communication with other business information is also very important. They affect the direction, speed and scale of enterprise development and the final output of enterprises. That is, business information communication in enterprise decision-making.
The exchange of enterprise decision-making business information exists in a large number of enterprises, with a wide range, but its frequency is less than that of operational business information exchange. In modern times, more and more decisions are made by grass-roots personnel in enterprises. However, it is related to a major and important decision of a department or the whole enterprise or a group. Because of its large amount of information, wide coverage, deep decision-making and great difficulty, decision-makers are required to have the necessary decision-making power, decision-making ability and decision-making vision, which can only be made by middle and senior managers of enterprises individually or collectively.
But this does not mean that middle and high-level decision makers do not need the information support and help of middle and high-level managers such as grass-roots employees and grass-roots managers. The more important the decision-making, the greater the amount of information that needs to be obtained, and the greater the impact on the present and future business of the enterprise. Policymakers must collect all the relevant information that can be collected extensively, and solicit the opinions of specific operators and collaborators. After several iterations, the quality of decision-making can be guaranteed and the support of managers and executors can be obtained.
On the other hand, specific executors may not always know or understand the decisions of departments or enterprises. Therefore, not only do you need a lot of communication when making a decision, but after making a decision, you also need to explain and decompose the decision, turn it into business information that all relevant departments, personnel and all decision makers can deeply understand, and clearly convey it to the people and departments that should convey it. Only among all decision makers can decision information be deeply conveyed and understood, and the implementation of decisions can be truly and reliably guaranteed.
Therefore, the author believes that the importance of decision-making communication in enterprise management communication must be highly valued by senior leaders of enterprises. Decision-making not only needs to be finalized, but also needs a lot of communication before, during and after decision-making, so as to ensure that the production and implementation of decision-making will produce as few human errors as possible.
5. System communication
The rules and regulations of enterprise management are the routine part of enterprise management, that is, the routine management part (different from exception management). In fact, routine management is an important health care factor for the healthy growth of enterprises. Without health care factors, no matter how good and strong people are, they will get sick and even die; Without routine management, no matter how good and powerful an enterprise is, it will decline or even go bankrupt.
The author finds that management has a big and same development trend in theory and practice since it came into being more than one hundred years ago. That is, in enterprise management, seemingly routine things are constantly or always routine. Although exception management is also necessary and important, routine management is an important foundation of enterprise management. In an enterprise, the writing of routine management, that is, the rules and regulations of enterprise management, has become a set of rules for the internal operation of the enterprise. This system clearly stipulates the rights, interests and job responsibilities of all employees in the enterprise, and also stipulates the cooperation between people and departments in the enterprise.
Relationship is an authoritative written expression of enterprise organizational structure, personnel, finance and business, which plays an important role in division of responsibilities, behavior guidance, business standardization and safe operation in enterprise management. No matter in any era background, its role is getting bigger and bigger, which can not be ignored.
Of course, there are good and bad systems, and the situation of system adjustment and adaptation has changed, so has the system itself. Therefore, the formulation of the system should also be a dynamic development process to prevent the system from becoming a shackle. The original intention of the system is to fix work instructions, that is, to reduce the cost and frequency of management communication and reduce work mistakes. The essence of the system should be the embodiment and application of the objective economic law of enterprise management and the law of human organization behavior, and it is also the summary of many years of enterprise management experience.
Enterprise system, like enterprise decision-making, needs good communication before, during and after formulation. The pertinence and operability of the communication guarantee system before the formulation, that is, reality; The comprehensiveness and integrity of the communication guarantee system in the formulation and its compatibility with other systems, that is, the scientific nature of the system; After the formulation, communication ensures the accurate understanding, timely implementation and effect monitoring of the system, that is, the effectiveness of the system. In all system communication, there should be feedback, so as to make timely and necessary adjustments to the deviations in the process of system formulation and implementation. The ultimate embodiment of the value and significance of the system lies in the implementation of the system and the expected productive positive effect. The ultimate goal of institutional communication is to let all members of the enterprise know what they should know and do what they should do.
6. Corporate strategic communication
In modern enterprise management theory, enterprise strategic management, that is, the scientific design to determine the future goals, development direction and development model of enterprises, has become a hot spot of concern. The communication corresponding to enterprise strategic management is enterprise strategic management communication. From the enterprise's point of view, enterprise strategy can be understood as a long-term, overall, holistic, highest and most important business decision. From the perspective of enterprise management, enterprise strategic management is the top management level of an enterprise, which guides and regulates the decision-making management and daily operation management of the enterprise, supports the present and future development of the enterprise, and points to the overall situation and major business problems of the enterprise today as well as the future development direction and strategic problems of the enterprise. Its action time may be as long as three, five or even ten years. From the perspective of enterprise management, enterprise strategy has the widest coverage, connecting the present, the past and the future in time, and targeting all departments and owners of the whole enterprise in space; Moreover, its research scope includes all relevant factors inside and outside the enterprise, not just setting a few ideals and ideas.
A good strategy is an accurate, forward-looking and scientific response to the external environment by integrating its own resources. Its value lies not in beautiful writing, but in truly encouraging and guiding enterprises to develop in a rational, correct and bright direction. Companies without strategy are short-sighted and short-lived, and enterprises without strategic management have no future.
Due to the importance of enterprise strategy and strategic management, modern enterprise management entered the stage of strategic management in 1980s. Under the background of knowledge economy and information economy in 1990s, due to the rapid development of aerospace and electronic information technology and the irresistible economic globalization, modern enterprise management has entered the stage of information enterprise management. The interaction between the two forms the present situation of strategic management of modern enterprise management informationization. This situation is a timely response made by enterprises to adapt to the major changes in the external overall market environment and overall economic environment, because enterprises cannot do without strategy.
Strategy must be communicated, and strategic management must be communicated, especially strong communication. As the brain of enterprise management, strategic management is the highest comprehensive embodiment of enterprise management rational ability. Other management, such as system, operation and emotion, is the body, senses, nerves and tools of management, and is commanded and restricted by the management brain. Although the role is second only to the decision-making management of strategic management, it is also some important activities of the enterprise brain, but only strategic management can be far-sighted, take care of the overall situation, strategize and win thousands of miles. Obviously, the highest decision to manage the brain cannot be made out of thin air, and the highest decision of the brain must also be conveyed and implemented through nerves, senses and operating systems. The process of explaining, conveying and going deep into the hearts of enterprise members is a process of strategic communication.
Similarly, strategic communication can be divided into three parts according to its formulation and implementation process: communication before strategy formulation, communication during strategy formulation and communication after strategy formulation. Pre-strategy communication mainly refers to the preparation before strategy formulation, including the information and forecast of the overall economic and political environment, the information of industry development and trend forecast, the information of financing market, the information collection and analysis of internal products, equipment, capital, technology and human resources, the reports, interviews, meetings and suggestions of relevant personnel, the consultation and consultation of various internal and external management experts, and the establishment of a strategy formulation team. The communication in strategy formulation is mainly the strategy group meeting, writing reports and revising them repeatedly. Generally, there should be communication and participation of relevant personnel and experts in the formulation process. After the strategy is formulated, communication is mainly the distribution and interpretation of strategic documents. Generally, it includes some strategic communication work, such as document circulation, conference report explanation, departmental discussion and research, refinement and integration into daily work, new adjustment feedback and so on. All communication work is the work of strategic management itself, and strategic management especially needs good and effective strategic communication to be implemented as expected.
7, corporate culture communication
Corporate culture is an organizational culture, and it is the personalization and concretization of social culture in specific enterprises. Enterprise culture is a unique value and code of conduct advocated or formed in the process of enterprise management, which mainly includes the purpose or mission of enterprise establishment, enterprise spirit, enterprise management concept, enterprise values, enterprise humanistic atmosphere, enterprise rules and regulations, enterprise historical tradition, enterprise work norms and so on. Culture is a big concept, anything can be called culture, but for an enterprise, its purpose and mission, enterprise spirit, enterprise management concept and humanistic atmosphere are its most important core contents.
Culture is obviously not a dead material thing, but a living humanistic thing. So culture must have something to do with people. In enterprises, the influence of culture on enterprise management is very diverse and extensive. For example, the whole enterprise does not recognize innovation, but does not attach importance to teamwork, and so on. The importance of corporate culture lies in its explicit or implicit existence in employees' thoughts and hearts, and gradually becomes a behavior habit, which exerts a subtle influence on people's thoughts, opinions and feelings about specific things and people, and then affects the management process of enterprises.
Culture is the most needed and the most suitable for communication. The formation and development of corporate culture is not only the means, goals and results of communication, but also the environment and background of communication. Any communication methods and tools we use are part of culture. Similarly, in enterprises, our communication tools and methods are also one of the important components of corporate culture. What attitude should be adopted in front of company colleagues and how to treat new people are all corporate culture issues. Under the influence of corporate culture, the individual personality of employees has been assimilated and transformed, with the aim of realizing management communication more easily and improving the efficiency and benefit of resource output. Any communication between us is inseparable from the enterprise and social and cultural background. It is worth noting that under the same cultural background, different enterprises can often create their own unique culture through efforts, and the output of different enterprises will be very different.
The mission and purpose of an enterprise refers to the fundamental goal, reason and reason for the existence of the enterprise, that is, to show what the enterprise pursues. A good purpose and mission will have a great attraction to employees and urge them to work hard for the beautiful and ambitious goals of the enterprise. The purpose and mission must be deeply understood by employees through communication, so as to achieve appreciation and recognition. Without communication, the mission is just a few empty words, which cannot transform the productive forces.
Enterprise spirit embodies the values advocated by enterprises, that is, it shows what enterprises are in favor of and against. The formation of enterprise spirit needs a long process. Continuous and fruitful communication plays an important role in the formation and spread of enterprise spirit. Only communication can produce understanding, understanding can produce recognition, recognition can produce recognition, recognition can produce love, and love can produce implementation. For example, team spirit is a kind of enterprise spirit. Innovation and ethics are two other entrepreneurial spirits. Obviously, these spirits are being cultivated and consolidated, which can only be accomplished through effective communication.
Corporate culture also includes corporate image system. Corporate image is actually the external expression system of corporate culture, and corporate mission, corporate spirit and business philosophy are the contents of corporate culture. Image needs to be shaped and spread, and all aspects of shaping and spreading are inseparable from communication. Corporate culture communication is the highest level of internal management communication. The connotation of culture is all-encompassing. Although it is mainly inward, it is actually outward, which is also an important content of corporate external communication.
8, enterprise external communication
Enterprises do not live in a commercial vacuum, but in a social environment composed of customers, customers, suppliers, distributors, governments, competitors, financial institutions and the public. The resources of enterprises must come from the outside world, and the output of enterprises must be exported to the outside world in order to realize the economic goal of allocating and transforming resources and profiting from them. In a deeper sense, enterprises exist to meet external needs. If the products or services produced by enterprises cannot meet the needs of external markets and customers, the survival of enterprises will be in crisis. Therefore, it is the customers and the market that ultimately decide the life and death of the enterprise, not the enterprise itself. Therefore, enterprises must communicate well and effectively with the outside world.
The government is the maker and supervisor of enterprise game rules, and it is also the customer of some enterprises. Communication with government departments is very important. Modern management science has developed a new discipline-corporate public relations, which is about the external communication of enterprises, and the main communication targets include the government. Only by knowing the rules of the game in time can we break the rules of the game and dance in chains; At the same time, only through frequent communication can enterprises establish good understanding and relations with the government, can they get the necessary support from the government and influence the formulation and revision of rules. In the contact between enterprises and the outside world, communication with the government bears the brunt.
The market and customers, as well as suppliers, distributors, competitors and financial institutions, constitute the second largest group with which enterprises must communicate well, and the author unifies them into business groups. Enterprise groups directly affect the survival, development and benefits of enterprises. How to communicate with enterprise groups directly affects the current operating conditions of enterprises and the long-term interests of enterprises. Now, communication with customers constitutes a new management discipline-customer relationship management, communication and cooperation with suppliers also constitutes a new management discipline-supply chain management, communication with distributors and end customers also constitutes several other management disciplines-advertising, marketing, etc., and communication with competitors also constitutes a business intelligence discipline, etc. Communication shortens the distance between enterprises and business groups, deepens the understanding between enterprises and markets, accelerates the response of enterprises to market changes, and improves the efficiency and effectiveness of enterprise management.
Enterprises not only deal with customers or potential customers of their products and transmit information to each other, but also communicate with customers' communities and related groups, that is, the general public. This is because on the one hand, the views and attitudes of other groups will affect the purchase of enterprise products by enterprise customers; On the other hand, in the process of enterprise management, the process and results will affect the interests of the general public. Such as production noise, water pollution, gas pollution, garbage disposal and other environmental protection issues; Another example is the exhaustion of tree resources in the logging field. If the communication between enterprises and the public is not smooth and sufficient, it will endanger the survival and development of enterprises. Now many enterprises are willing to make great efforts in public relations, such as donations and public service advertisements, which are necessary public communication.
In fact, as the externalization of corporate culture, corporate image system is very important. It is not only a requirement for the internal members of the enterprise, but also a kind of marketing and display for the external world of the enterprise, that is, external communication. At present, the design and promotion of corporate, government and personal image has become a new modern management discipline. More and more people realize that enterprises, as a kind of social existence, are a member and part of the whole social system, and only by communicating with the whole can they survive, develop and improve.