1. Complaints management
1.1. Advices
1.1.1. Understand the reasons for complaining.
1.1.2. Use professional communication and professional techniques, such as the LOF concept.
1.2. LOF concept
1.2.1. L - Listen (and ask questions).
1.2.2. O - Offer a solution.
1.2.3. F - Follow up.
2. Internal Communication
2.1. Function resposible for effective communications among participants within an organization.
2.2. Dimensions
2.2.1. Internal line management communication
2.2.2. Internal team peer communication
2.2.3. Internal project peer communication
2.2.4. Internal corporate communication
2.3. Benefits
2.3.1. Improved productivity.
2.3.2. Reduced absenteeism.
2.3.3. Higher quality of services and products.
2.3.4. Increased levels of innovation.
2.3.5. Fewer strikes and reduced costs.
2.4. Current issues (based on Delphi study participants)
2.4.1. Credibility of leaders.
2.4.2. Communication of line managers/managers.
2.4.3. Cultural differences and interpretation of messages.
2.4.4. Communicating during social crisis.
2.4.5. Web based social networking.
3. Jargon
3.1. Use of techinal terminology concerning a particular field or area of activity.
3.2. Advices
3.2.1. The use of jargon allow greater efficiency in comunication among those familiar with it.
3.2.2. Individuals should avoid jargon and express themshelves in generic terms when enganging with outsiders.
4. Positive Communication
4.1. Ability to convey messages, even negative ones, in a postive maner.
4.2. Advices
4.2.1. Avoid the use of negative or weakening words, such as : 'no', 'never,' 'I think' and 'maybe'.
4.2.2. Avoid force and coersion when asking someone to do a task, instead try to be as polite as possible.
5. Mind Map
5.1. made by
5.1.1. Susana Gonçalves, nº. 94047
5.2. sources
5.2.1. Materials provided by the teacher
5.2.2. "Internal communication: Definition, parameters, and the future" by Ana Tkalac Vercic, Dejan Vercic, Krishnamurthy Sriramesh.