Building a better business through communication
An Alliance & Leicester case study

Page 1: Introduction

In a social world, businesses are social organisations. Within any organisation, there is a maze of pathways along which communications travel. Imagine the endless conversations, meetings, letters, memos, electronic transmissions and receipts of messages between people each day. For example, during a typical morning in a busy office you might expect to: write a letter in response to a customer...
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Page 2: The process of communication

Communication is a two-way process of passing on and receiving ideas and information. For example, communication might result in a high degree of understanding between the sender and receiver of a message which goes beyond factual data to include the sharing of ideas, beliefs and opinions.The process of communication involves a transmitter (or sender) sending messages to receivers. A transmitter...
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Page 3: Written communication

Written communications vary from the very simple to the very complex. At the Alliance & Leicester written communication is particularly useful when: the information needs to be received by many people in different places the information is complex and requires extensive study the information needs to be referred to over a period of time. Written communications include: Spectrum - This is...
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Page 4: Oral communication

Oral communication involves the transmission of information effectively by word of mouth. For many people at the Alliance & Leicester, verbal communication tends to be face-to-face messages, personal discussion and the provision of instruction and guidance. However, oral communication within the Alliance & Leicester also includes: Staff training sessions - A one hour training session held...
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Page 5: External communication

The Alliance & Leicester has a public face or image. This conveys a message which affects or influences everyone who has dealings with the organisation. These include customers such as account holders and mortgagees, suppliers, competitors, the government, communities and agencies.As a newly listed public company - around 67th in the FT-SE 100 – external communications are particularly...
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Page 6: Conclusion

The pattern and style of communication reflects the values and culture of the whole organisation. Alliance & Leicester employees recently received an Audit Questionnaire which asked them to comment upon communications within the Group. The aim was to allow employees to shape the dialogue between themselves and colleagues across the whole Company. Alliance & Leicester invests heavily in...
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