Straipsnyje aptariamas krizinių situacijų valdymas organizacijoje, išryškinant komunikacijos lauką. Pateikiamas organizacijos krizės konceptas, aptariami. Krizinė situacija organizacijai gali atnešti didelių finansinių nuostolių, padaryti daug žalos Krizių komunikacija yra vienas pagrindinių krizių valdymo elementų . Abstract [lit], Magistro darbo objektas – komunikacijos su klientais kokybės ir jų įtaką organizacijai, taip pat identifikuoti komunikacijos su klientais bendrinius.

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Institutional Repository of Vilnius University: The object of the research is the communication of the organization in a critical situation.

On the other hand, the organizational quality is the overall view of it, but it is organizacijojd to measure communication quality with customers as it is very sensitive department which makes the main influence to the customers.

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However, there are only very few companies that implement the general investigation of all or most of the areas of communication, or the examples of such an implementation are not presented in the Lithuanian historiography. In conclusion, the organization should value the quality of communication with customers and identify the criteria to measure it.

It should be noted that the internal communication audit is not very popular and rarely conducted investigation in private, state or public organisations of Lithuania. Such a standpoint often destine a lack of preconceived readiness to crisis management, therefore, when the crisis comes the organization loses much time and money, sustains more losses.

In order to manage crisis situations in business or public sectors strategically, there is still underestimated the role of communication. The author has covered a lot of ground at a relatively high level. As the customer is the main core of the success of the organization it is very important to tutor the members of the communication with customers department.

Specifically, he has defined what he means by a metric, looked at what the organization needs to measure, gave a short overview on some things that may help you establish the metrics to help it to determine what the organization should measure. It has been established that the communication audit, which combines both the qualitative and quantitative investigation methods, is most effective investigation method for the investigation organizacijije organisation internal communication.


If they require a lot of explanation and definition, then collecting data, and translating that data into actions becomes more difficult. The work first of all discusses the communication process from the general point of view.

The customers make the decisions when they determine the quality of the komunilacija or product. It is necessary in order to approach towards the object of the work — internal communications of organisation — main principles and analysis of the conception. Principles of Implementation Audit. To accomplish this direction should measure the work of this department.

The phases to prepare for critical situations as well as main steps of crisis communication are discussed. Enter your Username Email below. It is an essential condition komjnikacija the exchange of symbolic meanings, i.

A deep discussion gives theoretical background of communication concept with the emphasis on communication place in the management structure. The environment of modern organization and all its inside processes are very dynamic, stimulating constant change of the organization.

The choice of inappropriate communicational strategies and of other means may cause not only financial losses but cause much damage to reputation.

Possible crisis communication strategies and models, peculiarities of their application as well as Situational crisis communication theory and its importance to the reputation of organization are introduced.

Organizations provide significant efforts for indicating and solving environmental problems, but they cannot avoid frequent crisis situations.

Data collection and analysis methods of this paper consists of: By using our services, you agree to our use of cookies. However the goal of the work is to identify the problems of communications with customers and to ensure the feedback and quality improvement involving quality criteria that describe the vision and strategy of the organization. The analysis of the results of conducted expert questionnaire polls, which aimed at disclosing the point of view of public relation specialists on peculiarities of crisis management and communication as well as topicality of crisis management to Lithuanian organizations, has been also presented.


Krizinė komunikacija organizacijoje : efektyvus valdymas

Shibboleth authentication is only available to registered institutions. Though just few organizations in Lithuania engage in crisis prevention or have worked out crisis management plans. The communication of organisation may be internal, i. From this point of view the work aims at investigating the internal communication of organisation, while applying the method of communication audit.

Institutional Repository of Vilnius University: Shibbolet Login User Login. Multidiscipline approach is employed to analyze the phenomenon. To make the product or service acceptable for the customers the organizations have to establish the quality systems in the companies.

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Critical situation can bring big financial losses to an organization, cause much damage to reputation or even ruin its activity. The criteria have to be specific, measurable, actionable, relevant, and timely.

Communication is a necessary and very important element of every organisation, without reference to its size: The tasks of the work are as follows: The communication quality with customers is identified in all sectors of our society: Crisis communication is one of the key elements of crisis management. Institutional Repository of Vytautas Magnus University: My New User Account. Also describes the basic criteria of communication with customers to identify the main reasons of their usage and then adopts for the e-commerce institution.

The analysis of critical situations of Lithuanian companies showed that organizations meet various kinds of crises therefore crisis management is very relevant issue. After the analysis of investigation data it appeared that all measures necessary for the spread of information and intercommunication exist in the organisation, and its employees qualify the communication inside the group as positive: The latter flows of information are more common than vertical communications.

Having conducted the analysis of the conception of the internal communication and having performed the investigation it appeared that various communication forms and types are used in practice inside the company.