Express yourself. Question F You have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you received will properly reach all subordinates, suppliers and clients, located in different parts of the world?

1. José Miguel Sánchez Martín
Question F.
IE Admission
Process

2. Index
The Challenge
The Solution
Conclusions
1
2
3

3. Index
The Challenge
The Solution
Conclusions
1
2
3

4. The challenge
Clients in LATAM
Headquarters
in Madrid
Suppliers in
China
You have just participated in an important meeting with your superior. How will you ensure that every part of the instructions you
received will properly reach all subordinates, suppliers and clients, located in different parts of the world?
1 Factory (Beijing)
1 Steel mill (Shaigon)
100 employees

5. There are some barriers which does not allow the instructions to flow effectively
from the company to the rest of the agents involved
In order to solve these problems the following areas must be
controlled and managed efficiently:
It can be very difficult to communicate instructions to every
single party involved in the project as there are some
barriers which could cause negative effects, such as:
• Lack of necessary technology to communicate
• Poorly designed structures that prevent the interaction
and communication between different actors
• Lack of commitment
• Etc…
Clients Suppliers Subordinates Clients Suppliers SubordinatesCompany Company
Barriers and hurdles affecting the delivery of the message Crossing barriers to reach the audience
• IT
• Communication
processes
• Motivation and
collaboration
• Invest in the necessary
technology
• Design effective processes
of communicationn
• Establish policies which
motivate all the agents
involved
Area Action

6. Index
The Challenge
The Solution
Conclusions
1
2
3

7. 1
Organizational Structure
• Implementation of required structure and
systems
Motivation across different
departments and companies
IT
infrastructure
systems
Effective
Communication
processes
Motivation
Information reached by suppliers clients and
subordinates
Organizational Structure
Technology
Effective Communication processes
To be completely sure that everybody receives the necessary instructions it is important to have good information
systems to share opinions, information or points of view, in addition to well-defined processes of communication
and motivated people feeling like they are part of a whole
2
3
In order to ensure that everybody reaches the instructions, it is necessary to focus
our efforts on three key pillars: IT infrastructure, Communication and Motivation

8. 1
IT
infrastructure
systems
Effective
Communication
processes
Motivation
Information reached by suppliers, clients and
subordinates
Organizational Structure
Technology
• Allows the exchange of information
between all the parts involved in the
project quickly
• Provide the necessary tools to ensure the
instructions reach the recipient (mails,
VoIP, Vopium…)
• Monitor that the recipient receives the
instructions with no loss of information
(Databases, repositories, software to track
changes…)
Technology makes communication more useful especially with long distance communication or intra-organization
communications allowing people to stay in touch easily
Communication is a core element for any organization and technology makes
communication more useful and practical

9. To develop the instructions properly, the information should flow effectively along all the
different departments and organizations involved. In order to achieve this, good
organizational structures and IT systems supporting the different activities are needed
Customer
Company
Development Production Sales DistributionInformation
Supplier
Proper software used in the communications could save time and help deliver documents and instructions
effectively
ERP CRM Project Management
Communications Data Bases Knowledge Management

10. Communication is a core process in order to organize and coordinate the activities
to design, announce, and preserve organizational goals
IT infrastructure
systems
Effective
Communication
processes
Motivation
Information reached by suppliers, clients and
subordinates
Organizational Structure
2 Effective communication processes
• Define and implement communication
policies and methodologies taking into
account both suppliers and clients
• Provide with the necessary tools to
ensure the instructions reach the
recipient
• Monitor that the recipient receives the
instructions with no loss of information or
misunderstandings
• Foster feedback and encourage people to
express their points of view
Good communication is needed with the employees to make business work its full potential, with clients to provide
with the best quality and with the suppliers to get the best results in our products

11. During the communication process it is important to avoid loss of information or
misunderstandings. If good communication does not exist then actions will not be
completed
Clients in
LATAM
Headquarter
in Madrid
Suppliers
in China
Clients in
LATAM
Headquarter in
Madrid
Suppliers
in China
Loss of information/instructions during the process of
communication
Information / Instructions effectively delivered to the receivers
Loss of information
Information effectively Delivered
• Information Overloaded
• Differences in perception
• Distractions
• Pressure
• Efficient strategies and well-defined processes to
communicate plus motivated people will ensure that both
clients and suppliers receive the instruction
Barriers and Hurdles Solution

12. Actions Examples
Other external
Implications
Processes
Communication
Assign different
tasks to each team
Follow-up
Implement actions
Feedback
Define next steps
• Every single teams need to know
their tasks
• Clarify any questions after the
meeting
• Prioritize tasks
• Establish realistic deadlines
• Keep an eye on the progress of
activity
• Update project status
• If there are problems take
actions
• Record actions taken
• Give negative or positive
comments
• Define or remember the next
steps to be done
1
2
3
4
• Write down notes
• Being available to talk and clarify
questions with the groups
• Focus on more urgent or key
tasks rather than in the long-
term or non-key tasks
• Gant Chart
• Weekly conference calls and
meetings
• Track tasks on a list
• Record actions taken in a
database or add annexes to the
project explaining the changes
• Quick talk or email just to clarify
the next steps
• Quick talk or email just to clarify
the next steps
• Be careful with the
language and
expressions used
• Cultural issues
• Upward and downward
communication
• Time difference
• Cultural issues
• The organization needs
to have the necessary
technology
• Should not be
aggressive in case of a
negative experience
5
To ensure effective communication between suppliers, clients and subordinates the
communication processes should be clearly defined and accepted by all the parts
interacting
5

13. Communication should be contemplated at both Strategic and Operational Levels
Suppliers
• Meet suppliers frequently
• Define the instructions clearly
• Show the roadmap and the business model
to the suppliers so they will be concerned
about the importance of everything required
• Prioritize and rush the supplier only when
needed
• Use the established channels for the
communication
• Communicate changes as soon as they
have been done
Operational Level Communication
Strategic Level Communication
• Get the clients involved in what the
company is doing
• Give your input and advise them
• Treat the client as a team member
• Prioritize and rush the supplier only when
needed
• Use the established channels for the
communication
• Communicate changes as soon as they
have been done
Operational Level Communication
• Ongoing dialogue
• Avoid uncertainty
• Ask for feedback
• Be open to resolve questions
• Use different channels of communication
• Involve senior management members
• Align communication with the strategy of
the company
• Coordination
Strategic Level Communication
Operational Level Communication
Strategic Level CommunicationEmployees
Clients

14. IT infrastructure
systems
Effective
Communication
processes
Motivation
Information reached by suppliers, clients and
subordinates
Organizational Structure
3 Motivation
• In order to fight against demotivation, a
series of actions must be taken to
motivate all the members involve in the
Project
• Trying to improve the motivation of
employees, suppliers and clients is key if
we want to get the best results during the
process of communicating information
Focusing our efforts in motivating people will result in individuals who are willing to communicate and are
committed to the project
Motivation patterns are reflected in the role of communication

15. • Not taken into
account by the
company
• Not paying on time
• Lack of recognition
• ….
DEMOTIVATION
• Rewards
• Challenges
• Responsibilities
• Added Value
• Treat people fairly
• …
MOTIVATION
What we get?
• Message partially delivered
• Loss of important information and details
• misinformation
• Lack of creativity
• Lack of interest when receiving the information
• Failure
• …
• Message delivered successfully
• Implication by all the members involved in the
project
• Involvement in the project
• People willing to help and give additional
explanations if people required
• Proactive attitude
• …
Demotivated people could produce negative effects when communicating ideas or
instructions
Trash
Members
Depending on the motivation of the team members the results can be completely different varying from not
delivering the instructions to adding information and different points of view to the instructions to be more
effective

16. If the instructions need to be delivered successfully it is necessary to find how to
motivate both employees, suppliers and clients
How do we motivate clients, suppliers and employees?
Employees Suppliers Clients
• Creativity
• Growth
• Prestige
• Recognition of value
added by suppliers
• Share facilities
• Ask for their opinions
• The need for security
could be met by longer-
term contracts, good
relationships or loyalty
• Pay on time
Safety
Basic Needs
Belongingness
Esteem
Self-
Actualization
• Training
• Advancement
• Growth
• Recognition
• Responsibilities
• High Status
• Teams
• Co-workers
• Safety
• Job security
• Health Insurance
• Salary
• Facilities properly
designed to work
• Nice Temperature
• Brand Equity
• Special Offers and
discounts
• Share facilities
• Ask for their opinions
• The need for security
could be met by longer-
term contracts, good
relationships or loyalty
• Quality of the product
• Deliver the products on
time

17. Index
The Challenge
The Solution
Conclusions
1
2
3

18. At a glance
Challenge Key Areas affected Problems How?
Everybody
needs to receive
the instructions
• Unavailable
infrastructure to
communicate
quickly
• Barriers
• Cultural Issues
• Lack of confidence
• Lack of Commitment
• Lack of belonging to the
group or companies
involved
Solution
• Implement a
technological solution
which helps
communication
• Align Communication
strategies with the
goals of the company
• Motivate employees,
clients and suppliers
Communication
Processes
Motivation
IT Infrastructure
systems
• Count on the proper
infrastructure network
• Install the necessary
software
• Define processes
• Involve senior
members
• Security
• Rewards
• Prestige

19. Clients in
LATAM
Headquarters
in Madrid
Suppliers
in China
Consequently the following results can be achieved
1
2
3
The message arrives on time
TechnologyCommunicationMotivation
Documents and information needed can be
visualized anytime it is necessary
Facilitates track changes, follow up and records
actions taken
1
2
Instructions perfectly delivered, with no
misunderstandings
Communication flows effectively in all directions
1
2
People ensure the instructions reach the receivers
clearly
Members committed to the project avoiding
misundersrtdandings or lack of information
What we get
Thanks to the technology, the well-defined
communication processes, and more motivated and
committed people, all the instructions are delivered
clearly to the recipients

20. IE Business School Admission Process
José Miguel Sánchez Martín
Question F