PortfolioRoadMap

1. Internal communication

1.1. Definition

1.1.1. It's a specific form of interpersonal communication within an organisational structure.

1.1.2. It can be formal things like meetings and memos or more casual things like gossip/pleasantries/body language

1.2. Dimensions

1.2.1. internal line management communication

1.2.2. internal team peer communication

1.2.3. internal project peer communication

1.2.4. internal corporate communication

1.3. Benefits

1.3.1. improved productivity

1.3.2. less burnout

1.3.3. higher quality of services and products

1.3.4. increased levels of innovation

1.3.5. reduced costs

1.4. Everyone on an organisation is workings towards a common goal. The lack of proper communication might lead to feelings that this is not the case. That is why good communication is key in teamwork.

2. Positive Communication

2.1. It should be

2.1.1. Accepting and affirmative

2.1.2. favorable, having a good effect

2.1.3. supportive, encouraging and helpful

2.1.4. optimistic and tending to promote development

2.1.5. effective and constructive

2.2. Advice 1: Positive communication is incredibly useful to give bad news in a professional manner.

2.3. Advice 2: Try to avoid negative words like: No, never, unfortunately, regret, difficult, insufficient, impossible, terrible... and also weaking words like: I think, In my opinion, maybe, try, but, however...

3. Sources: 1 - Class slides (https://fenix.tecnico.ulisboa.pt/disciplinas/PPes12/2019-2020/2-semestre/themes---sessions-amp-tasks) 2 - Internal Communication Paper (https://drive.google.com/file/d/12JUbFYj89LpAbTg3x1_-eLits62AEHFu/view)

4. Francisco Duarte

4.1. 78682

5. Jargon

5.1. "the technical terminology or characteristic idiom of a special activity or group"

5.2. Advice 1: Jargon can speed up and help a conversation between two people of the same expertise level

5.3. Advice 2: however be careful of whom you are speaking with. If the other person is not familiar with the Jargon you are utilizing, communication will compromised. You should reword your sentences and try to not utilize Jargon in them.

5.4. “Use of jargon excludes those who are not able to decipher it, and thus handicaps the dialog that would allow scientists to understand non-scientists’ ideas and perceptions of science-related issues”

6. Complaints Management

6.1. Phases

6.1.1. Listen

6.1.2. Validation

6.1.3. Offer solution

6.1.4. Follow up

6.2. Advice 1: Most users don't make a complaint when the problem is small. Which means the company proceeds thinking everything is ok when there could be improvements. Making it easier for the costumer to complain will also make it easier for feedback to arrive at the company

6.3. Advice 2: Just because a costumer doesn't complain it doesn't mean they are happy. Making it hard for them to complain will reduce the amount of complaints but will not increase satisfaction. On the other hand, if a costumer can complain easily, does so and gets his problem resolved, this will lead to a much happier costumer, even though the number of complaints are higher.