Conclusions

Communications and knowledge management

· Contribute to decreasing the barriers

n emerging ideas

n formation of models

n dissemination of the best solutions

Yuri Navruzov - Physics of management.

System of knowledge management:

1. Closed; cannot be influenced; 2. Accidental (Newton’s apple); 3. Conservative.

Boiling water moves the pot ->resonance -> open system-> can be influenced.

Dissemination of the steam base: 1. Focused stream; 2. Mushroom; 3. Open dissemination upwards.

Analogy with communications:

1. All info comes to the boss.

2. Info about innovations is kept to ourselves

3. Ideal version - distribution of all info on the organization

· Organization structures are a compromise between productivity and efficiency;

· The basic causes of communication problems are: hierarchy, culture clash, changeability, grapevine

· communication failures are symptoms and integral parts of organizational problems; look for core cause of the failure

Case: Microsoft Corporation: integration of e-mail in its communication environment. Every worker can express his opinion by e-mail to any level boss. E-mail has priority to immediate answer - feeling of direct link with decision makers. As a result - angry mail.

Dilemma: 14 thousand workers - difficult to answer the e-mail msg immediately, boss may receive up to 100 msg a day. In 1994 “New Yorker” published Bill Gates’ e-mail account -> 5000 msg from outside the company.developed a filter to sort out and forward the insignificant and hot mail.

?how to remain open and avoid overloading?

?What kind of Co have advantage in this type of communication?

?Should Microsoft restrict angry mail? How?

· “Walls” in organizations should not turn into insurmountable barriers;

· The key question:”whom of my colleagues must I give info for him to be able to do his job?”

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Rules of Management Communication

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Channels of Persuasion 09.07.2003 http://www.speakingconnection.com/Communication_Articles/articles_01p2.html

Rules of Management Communication <7 вересня 2003 р>

http://www.speakingconnection.com/Communication_Articles/articles_01p2.html

[1]

[1] Sheldon, R.H., Business Communications, 2nd ed. Peter Andrew Publishing Company, 1989, p. 21-22.

[2] Lahiff J.M., Penrose J.M., Business Communication: Strategies and Skills. Prentice Hall. То же на русском языке. Лэйхиф Дж. М., Пенроуз Дж. М. Бизнес-коммуникации. Стратегии и навыки. - Санкт-Петербург, 2001. – p. 19-20.

[3] Sheldon R. H., p. 24

[4] Ibidem

[5] Sheldon R.H., p. 31

[6] Sheldon R. H., p. 27

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