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ࡱ> PRKLMNO5@Fbjbj22w XXE;fdddxSSS88SlTDxKUW(WWW\]T],JJJJJJJ$MRO Kd"^"\"D\@"^"^ KWW@Khhh"^8WdWJh"^Jh h0hn2LdAWU m9BS^8WGK0K]98|Pff|P@AxxA|PdD<"^"^h"^"^"^"^"^ K Kxx*\1!gxx\1 Zvre n zprva zKomunika nho auditu Komunika n strategie firmy XYZ (ukzkov materil) Yjen - prosinec 2008 zpracovala. Ing. Mgr. Ilona Mi kov, mp-poradenstv, Nov Ji n Obsah  TOC \o "1-1" \h \z \t "Styl1;2"  HYPERLINK \l "_Toc216153110" vod  PAGEREF _Toc216153110 \h 3  HYPERLINK \l "_Toc216153111" Termny sbru dat pro Komunika n audit  PAGEREF _Toc216153111 \h 3  HYPERLINK \l "_Toc216153112" Vsledky Komunika nho auditu dle jednotlivch oblast Komunika n strategie  PAGEREF _Toc216153112 \h 3  HYPERLINK \l "_Toc216153113" 1. Jednotn tm veden a odpovdnost za intern komunikaci  PAGEREF _Toc216153113 \h 3  HYPERLINK \l "_Toc216153114" 2. Nastaven komunika nho propojen vrmci hierarchie, dlby prce, proceso  PAGEREF _Toc216153114 \h Chyba! Zlo~ka nen definovna.  HYPERLINK \l "_Toc216153115" 3. Definovan a deklarovan kultura organizace  PAGEREF _Toc216153115 \h 6  HYPERLINK \l "_Toc216153116" 4. Definovan a deklarovan personln politika  PAGEREF _Toc216153116 \h Chyba! Zlo~ka nen definovna.  HYPERLINK \l "_Toc216153117" 5. Definovan a deklarovan komunika n strategie, otevYen komunikace a zptn vazba  PAGEREF _Toc216153117 \h Chyba! Zlo~ka nen definovna.  HYPERLINK \l "_Toc216153118" 6. Zaveden a fungujc intern (personln) marketing  PAGEREF _Toc216153118 \h Chyba! Zlo~ka nen definovna.  HYPERLINK \l "_Toc216153119" 7. Komunika n pln organizace  PAGEREF _Toc216153119 \h Chyba! Zlo~ka nen definovna.  HYPERLINK \l "_Toc216153120" 8. Komunika n schopnosti a dovednosti managementu  PAGEREF _Toc216153120 \h Chyba! Zlo~ka nen definovna.  HYPERLINK \l "_Toc216153121" Zvr  PAGEREF _Toc216153121 \h Chyba! Zlo~ka nen definovna.  vod inn organiza n strategie vedouc kdosa~en clo nelze doclit bez podrobn analzy toho, co chce Yci management a co chtj zamstnanci slyaet. Ktomuto elu slou~ Komunika n audit, znho~ by mly vyplynout podklady pro vytvoYen komunika nch systmo, nastaven komunika nch kanlo a pro implementaci zsad vnitrofiremn komunikace do systmu Yzen. Clem Komunika nho auditu firmy XYZ bylo porovnat hodnocen nastaven a fungovn intern komunikace pracovnky a managementem. 16-ti polo~kov dotaznk Komunika nho auditu se zamYil na posouzen 8 oblast Komunika n strategie organizace. Termny sbru dat pro Komunika n audit 9.10.2008 veden firmy 9 osob 10.11.2008 odbor 1 13 osob 20.11.2008 odbor 2 13 osob 21.11.2008 odbor 3 8 osob Vsledky Komunika nho auditu dle jednotlivch oblast Komunika n strategie 1. Jednotn tm veden a odpovdnost za intern komunikaci Motto: Na plnm za tku se doporu uje vytvoYit spolupracujc tm, kter chpe hodnoty a cle organizace jednotn a jednotn je prosazuje. Je dole~it, aby management jednal ve stejnch intencch a intenzivn spolupracoval na prevenci nedorozumn. Vrcholov management mus vypracovat zsady a principy veden, v etn komunikace a jednotliv vedouc je mus dodr~ovat a uplatHovat jednotn, stejn jako by mli jednotn dodr~ovat hodnoty organiza n kultury. Pouze vpYpad, ~e vrcholov veden chpe dole~itost komunikace jako systmu prce slidmi nutnmu pro dosahovn organiza nch clo, mo~e tento sjednocen personln pYstup pozitivn ovlivnit celou kulturu a celou intern komunikaci. 1. Mte pocit, ~e se veden organizace chov zodpovdn?anone 9 7 4 1  0 6 9 7 % 100% 54% 31% 14% % 0% 46% 69% 86%  Mte pocit, ~e vm veden dostate n srozumiteln vysvtluje dole~it zle~itosti (napY. zmny a nov vci v organizaci, ~e mu zle~ na vaaem pochopen a spoluprci)?anone8 2 2 2  1 11 11 6 % 89% 15% 15% 25% % 11% 85% 85% 75%  Management se domnv: ~e je ve svm po nn jednotn, chov se zodpovdn, srozumiteln vysvtluje dole~it zle~itosti, jist nedostatky vid vpYenosu informac zvrcholovho veden smrem dolo, rezervy se vyskytuj rovn~ vmena otevYenosti komunikace, zamstnanci se mlo vtahuj do diskus a do rozhodovn, chyb funk n zptn vazba Zamstnanci: vid poruchy komunikace ji~ na rovni vnja prostYed firmy  veden  vnitYn prostYed firmy, nkdy se zadvaj nesmysln koly, ze strany veden ct neochotu naslouchat, ve firm je nedostatek lid sdole~itmi vdomostmi, tyto personln zle~itosti se dlouhodob neYea, veden je jedno co si skolem po ne zamstnanec, kter nem potYebn vdomosti a patYi nou rozhodovac pravomoc, koly nejsou dostate n specifikovny, chyb zptn vazba, jak se maj vci zlepaovat, chyb algoritmus, jak nov koly dlat, u zamstnanco je velk kumulace funkc, pak nemohou bt v~dn oblasti odbornky, ve firm jako by pYevldala vaha  hlavn, aby se tady nestal nkdo velkm odbornkem na njakou oblast veden se boj riskovat, proto mo~n neYea i nedostatek zamstnanco ve firm, projekty a prce se kumuluj, lid jsou dlouhodob pYet~eni, rozhodnut veden jsou nesystmov, nikdo nechce za rozhodnut pYebrat zodpovdnost, proto se rozhodnut asto mn, co~ znesnadHuje samotnou prci zamstnanco, ve firm je minimln zptn vazba, zchyb se nikdo nepou uje do budoucna, chyb pravidla, zsady pro Yeaen problmo, dlouhodob nefunguje systm porad, vedouc odboru tmY nemaj as na sv lidi, sliby se vtainou nepln, nkdy a~ 99% informac proud neoficiln cestou, ztoho plyne apatn informovanost zamstnanco veden se klidem nechov zodpovdn, vnmaj od nj mal zjem o lidi, problmy jsou rovn~ ve vnmn prce, je mlo asu, nen dn prostor vzjemnmu porozumn, informace se nepYedvaj ani vrmci veden, bariry jsou vnmny rovn~ mezi odbory, pak je spousta neoficilnch informac, zmetodiky nejsou vci pYedem vyjasnn, chyb v asn informace o zmnch, dlaj se drah vbrov Yzen sminimlnm inkem, efektivnja by bylo akolen smaen zroznch odboro, pYevld strach zodpovdnosti, nco se rozhodne, vzpt se pYijme jin rozhodnut, o kterm ale nikdo nev Zvr: Pro veden jsou vsledky tto sti Komunika nho auditu varovn. Fakt, ~e zamstnanci nevnmaj jeho innost jako zodpovdnou a nemaj pocit, ~e veden dostate n srozumiteln komunikuje dole~it zle~itosti, mo~e bt zdrojem negativnm postojo i vdalach oblastech ~ivota a prce ve firm. Nejednotnost pYstupo, konkrtn nevydefinovn toho co, kdo, kdy a komu bude pYedvat za informace, mo~e posobit chaoticky, nesystmov a Yada podstatnch zle~itost se vtomto neYzenm procesu mo~e ztrcet. Rovn~ skute nost, ~e zamstnanci vnmaj mal vta~en do internch rozhodovacch proceso sni~uje dovryhodnost rozhodnut veden. Zamstnanci maj nedostatek informac, nejsou vta~eni do rozhodovn, v asovm stresu na n vedouc nemaj dostatek prostoru, to vae pYispv kvzjemnmu nedorozumn, nzorovmu oddlen a pocitu, ~e za rozhodnut nen nikdo ochoten pYevzt zodpovdnost. Rovn~ za slovy zamstnanco lze vyctit i dala oblast, kter by se mla clen vrmci tmu veden rozvjet, a tou jsou mana~ersk schopnosti a dovednosti vedoucch. Zde mimo komunika nch dovednost patY oblasti veden lid a tmo, motivovn, hodnocen zamstnanco, poskytovn zptn vazby, umn Time managementu, vyjednvn, Yeaen konflikto a st~nost, zadvn kolo a jejich zptn kontrola, apod. 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Zejmna se jedn o personln systm, resp. jasn vydefinovn pravomoc a odpovdnost, systm zjiaeovn a podporovn zptn vazby, systm pYenosu informac a zavedench standardo vkomunika n oblasti (naprost absence systmu pravidelnch porad, systmu hodnocen zamstnanco, apod.). Nvrhy a doporu en: sjednotit tm veden a ji~ na rovni tohoto tmu vypracovat a za t dosledn pou~vat zsady intern komunikace PYklad komunika nch zsad:  Mana~eYi mohou pYesvd ovat ostatn, pokud jsou sami pYesvd eni.  Veden poskytuje pravideln a aktuln informace, zptnou vazbou si ovYuje, zda informace byly pYedny pln a sprvn pochopeny.  Vaichni spolupracovnci jsou partneYi, kolegov, kteY maj rozdln odpovdnosti a kompetence. apod. ka~d vedouc pracovnk by se ml ve svm tmu zamYit na 3 oblasti, kter ovlivHuj vkon a spokojenost zamstnanco, zda lid vd, co potYebuj vdt, zda mohou vykonvat sv innosti za stvajcch podmnek a zda chtj. Zejmna tYet oblast motivace by se mla Yeait celofiremn a zde je velk role managementu, jak tuto oblast nastav podle zptn vazby od zamstnanco. Ka~d mana~er by si ml ztto analzy vzt podklady pro sv osobn komunika n plnovn na obdob tdne, msce, tvrtlet, pololet a celho roku. OdstraHovn pYek~ek ve vnitrofiremn komunikaci PracovnkOdpovdnostCo nefunguje  jak je cl?Hlavn nstrojePYklady pomocnch nstrojonevpersonalista, nadYzen mana~ernaplnn informa nch potYeb z hlediska fungovn firmy a vkonu, konkrtn prce na pracoviatiintern nebo extern akolen, pYidlen pracovnk - garantzcela jasn zadvn clo a dl ch kolo, pravideln hodnocennemo~enadYzen mana~er, personalistaodpovdajc pracovn prostYed, asov pln, pracovn nstroje, pracovn materil, zdravotn stav, atd.vybaven pracovnho msta, odpovdajc prac. prostYed, kontrola zdrav. stavupopis pracovnho msta, po~adavky na pracovnkanechcepersonalista, management, nadYzen mana~erstimulace na celofiremn rovni, na rovni tmu, na rovni pracovnho mstakultura a image firmy, sociln program, osobnost mana~era a vztahy v tmu, nplH prce, cle, odmHovn, apod.prozkumy spokojenosti, celofiremn a tmov akce, pravideln hodnocen tmu i pracovnko vedouc pracovnky clen vzdlvat voblastech mana~erskch dovednost, vy~adovat zptnou vazbu od zamstnanco krovni a rozvoji tchto mana~erskch kompetenc u nadYzench nadefinovat zkladn hodnoty organiza n kultury a dosledn je vprci slidmi uplatHovat (zejmna pou~vat vce participaci  zapojen lid do rozhodovn, podporu diskuse, respekt, partnerstv, zjem o osobn rost lid) Skute n pYijat opatYen navr~en vedenm firmy XYZ: 3. Definovan a deklarovan kultura organizace Motto: Vnitrofiremn komunikace je sou st organiza n kultury, spolu snastavovnm komunikace se nastavuje i kultura firmy. Smyslupln komunikace stoj na odpovdnosti a morlnch hodnotch, stejn jako firemn kultura, proto se tyto dv kategorie zce prolnaj. Je-li atmosfra ve firm otevYen, zalo~en na dovYe a spravedlnosti, obecnch morlnch zsadch, pak m efektivn komunikace ve firm pYipravenou cestu. Konkrtn se pak kultura organizace projevuje ve vztahu ke vaem partnerom firmy, zejmna kzamstnancom, zkaznkom, dalam vnjam partnerom, apod. Dle se projevuje ve vztahu ke spravedlnosti, vosobnm pYkladu mana~ero, tmov spoluprci a vdemokratickm stylu Yzen. Dole~itm rysem kultury firmy, kter vede kotevYen komunikaci, je cta a respekt ke vaem spolupracovnkom. 5. Mte pocit, ~e v organizaci je spravedliv prostYed, ~e by pYpadn nespravedlnosti veden Yeailo?anone5 2 5 1 4 11 8 7 % 56% 15% 38% 14% % 44% 85% 62% 86%  6. Mte dobr pocit ztoho, ~e pracujete vtto organizaci?ano, prce mne ta, jsem na organizaci pyanano, ale moc se tm nechlubmne, nikomu to radji neYkm nevm, je mi to jedno  7 3 4 0  1 7 7 8  0 2 1 0  0 1 1 0 % 86% 23% 30% 0% % 14% 54% 54% 100%  0% 15% 8% 0% % 0% 8% 8% 0%  Management se domnv: ~e spravedliv prostYed ve firm nen pln dan, chyb odpovdnost, jednou vyY enou informaci nechce nikdo potvrdit, chyb nvaznosti, obecn se mlo diskutuje, odpovdnost se pYena na lidi, kteY maj nepatYi n znalosti a zkuaenosti, pYesto m veden dobr pocit z prce ve firm Zamstnanci: veden knespravedlnosti pYispv svm jednnm, mnoho vc neYea (pYet~enost lid, osobn odpovdnost, apod.), veden je rovn~ mezi  mlnskmi kameny , je zde mnoho administrativy, neustl zmny, veden nev, co konkrtn zamstnanec dl, koly se donekone na pYedlvaj, tm je negativn ovlivnna smysluplnost prce, chyb provzanost kolo, 1 kol vkone nm dosledku zat~ dalach 10 osob, proto ani organiza n kultura firmy nevyznv pozitivn ve firm nevldne obecn spravedliv prostYed, nespravedlivost se objevuje vhodnocen za projekty, nkdo dostv mn a nkdo vce, jsou jin mYtka kroznm lidem, chyb kolegialita, prce navc m nulov hodnocen, existuje nesystmov pYehazovn odpovdnosti,  no n prce a prce pYes as je samozYejmost, poYd jeat pYevld dobr pocit zprce, i kdy~ chyb obecn sociln benefity, prce finan n nemotivuje, nefunguje intern a extern marketing, problematika prce je velmi zajmav, ale asov nemrn nro n vorganizaci nevldne spravedliv prostYed, slu~ebn stara zamstnanci nemaj ~dn vhody, ani finan n, lid jsou  akatulkovn na vyvolen a zbytek, lid nev, za co jsou odmny, nen odmna za skute n odveden vkon a ten se u lid lia, oddlen bez vedoucho jsou  zapomenuty ,  bezprizorn Zvr: Vsledky hodnotc kulturu organizace jsou spae negativn, a to vnemal mYe i u samotnho veden firmy XYZ. Odrazem nastaven rovn firemn kultury je pYedevam vnmn spravedlnosti, zodpovdnosti a pYkladnosti managementu, pocitu, ~e zamstnanci jsou dole~itou sou st firmy, jejich prce je smyslupln a vede kjejich spokojenosti. Vnmn mal dovry ve veden organizace a deklarovan pocit nespravedlnosti maj pYmou souvislost s iny managementu, mohou bt odrazem nedoslednosti, malho zv~en konkrtnch dopado jednotlivch rozhodnut, nevy~adovn a nevnmn zptn vazby od zamstnanco, malho zapojen vaech z astnnch stran do diskuse vedouc kvzjemnmu porozumn a Yeaen konkrtnch problmo. Lid vnmaj i  patologick jevy vkultuYe organizace jako jsou favoritismus, nespravedlivost vodmHovn, absenci uznn za nadstandardn vkony, nevyjasnnost kompetenc, a tm negativn dopad na smysluplnost samotn prce zde. Nvrhy a doporu en: definovat a rovn~ svmi iny deklarovat organiza n kulturu firmy (definovat vztah kzamstnancom a spolupracovnkom, vnjam partnerom, jasn sdlit  pravidla hry , resp. podmnky a klima, vnm~ vaichni spole n chceme dosahovat organiza nch clo) management by se ml chovat pYkladn, bt spravedliv a estn, nastaven pravidla pomoci zavst a rovn~ je vymhat, pYedchzet diskriminaci, favoritismu a jinm nevhodnm projevom chovn, sna~it se vorganizaci budovat otevYenou a spravedlivou atmosfru vytvoYit statut vyaa autority, vybrat na zklad anonymnho hlasovn dovryhodnho lovka zveden organizace, kter se bude zabvat problmem pYpadn nespravedlnosti a bude mt ur it prva pro npravu Skute n pYijat opatYen navr~en vedenm firmy XYZ:   PAGE 2 Ing. Mgr. Ilona Mi kov 2008 PAGE 3 Ing. Mgr. 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