Communication in Supply Chain

Communication
Compiled
by
Prof. Rajiv Kumar
IIM Calcutta
Etymology
• Finding an exact (or the most trusted) source
of etymology is very difficult.
• However, the following meanings routinely
come up in available sources:
– To share
– Join
– To make common
• These older meanings seem fundamental in
solving communication problems.
Definition
• Interpersonal communication involves
– Transfer of a thought/belief/information/feeling
from one person to another
– Understanding of the message by the recipient
• Therefore interpersonal communication is
always a two way loop
SENDER
RECEIVER
Communication Process
Channel Richness
• Channels in order of most to least channel
rich
1. Face to face dialogue
2. Videoconference
3. Telephone conversation
4. E-mail
5. Inter Office Memos
6. Letters
7. Notice Board
Intonations: It’s the Way You Say It!
Change your tone and you change your meaning
Placement of the emphasis What it means
Why don’t I take you to dinner tonight? I was going to take someone else.
Why don’t I take you to dinner tonight? Instead of the guy you were going with.
Why don’t I take you to dinner tonight? Instead of lunch tomorrow.
Why don’t I take you to dinner tonight? Not tomorrow night.
Source: Based on M. Kiely, “When ‘No’ Means ‘Yes,’ ” Marketing, October 1993, pp. 7–9. Reproduced in A. Huczynski and D.
Buchanan, Organizational Behaviour, 4th ed. (Essex, England: Pearson Education, 2001), p. 194.
Types of Responses to Problems (1)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent: You cannot succeed anywhere unless you fight
back! You must give it back to them…(who are making it difficult
for you)
• Evaluative:
– Judging the relative goodness, appropriateness, or
effectiveness of the sender’s attitude/behavior
– Implying, in some way, what the sender might or ought to do
Types of Responses to Problems (2)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent:
• Tough times do not last, but tough people do
• So you are complaining, again…
• Interpretative:
– Intending to teach, to tell what his/her problem means
– Obviously or subtly implying what the sender might or ought to
think
Types of Responses to Problems (3)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent:
• Why don’t you take some days off and decide if you want to shift job?
• Many people find it difficult initially, but with time it becomes okay
• Supportive:
– Intending to reassure or pacify, to reduce the sender’s intensity
of feeling.
– Implying, in some way, that the sender need not feel as s/he
does.
Types of Responses to Problems (4)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent: What makes you feel that way?
• Probing:
– Indicates the receiver’s intent to seek further information,
provoke further discussion or question the sender.
– Implying, in some way, that the sender ought or might discuss a
point further.
Types of Responses to Problems (5)
• Example:
– Sender: I am finding it difficult to survive in this company.
– Respondent: So it has been increasingly tough for you, isn’t it?
• Understanding:
– Indicates the receiver’s intent to respond only to ask the sender
whether the receiver correctly understands what the sender is
saying, how the sender feels about the problem, and how the
sender sees the problem.
Importance of Written Communication
• Unlike oral communication
– It LASTS!
– It has MORE LONG-LASTING impact
• Since it is NOT a very rich medium, precision is
MORE critical.
Structure
• Introduction
• Body
• Terminal section
Some Examples of Avoidable
Mistakes
• Our company will purchase the product
– We’ll buy it.
• Because of recent heavy demand, we will be
unable to ship the items you ordered until July
15
– Although recent demand has been heavy, we will
be able to ship the items you ordered by July 15.
• We always enjoy hearing from our
customers…
– In response to an e-mail complaint!
Whetten & Cameron, 2007
Some Illustrations
• Reading ease and grade level
• E-prime
– Movie was good – Movie made me laugh.
– This person is irresponsible – S/he comes late, etc.
• Active voice in general
For E-mail
• Subject
• Importance
• Cc
• BCC
• Reply vs. Reply to All
• Use of emoticons
• Use of read receipts