Current research is a multidimensional analysis of Global Communications company current situation, finding the ways for solving its operational and strategic problems, enhancing its market and stock positions, and bridging gaps in product positioning, usage, etc. The main stages of current research include identification/defining existing problems and challenges, outlining opportunities and methodology for resolving problems, providing stakeholders and ethical analysis, defining contours of desired end-state positions (using current parameters), making gap analysis (dynamic analysis of present conditions and a gap between desired end-state condition providing an effective solution for resolving problems. The results will be presented in tables in a concise form.
And finally, the conclusion will outline the general findings of our research.
Situation Analysis
Issue and Opportunity Identification
The interrelation between problems and opportunities is crucial in the process of defining and resolving problems. The definition of problems should go in pair with outlining opportunities and possible solutions: One can go through a comprehensive problem-solving process, including generating a complete set of goals to use for evaluation, generating a broad set of alternatives&and yet not effectively solve the problem or realize potential opportunities. If the right problem or opportunity has not been identified, the best solutions cannot be identified.
The main problem which Global Communication faces are 1. Shrinking of market profit and share value; 2.Increased competition on the markets which is expressed in new market niches occupied by local and global cable companies due to effective management and marketing solutions they make. 2. Decreasing demand of customers on Global Communications products and services due to outdated organization of services provision. 3. Poor organization of sales and activities on a global and local level.
Active resolving these problems opens new opportunities for Global Communications Company:
Outsourcing of its technical call centers to India and Ireland gives the opportunity of reducing unit costs for handling the calls by approximately 40%.
The relocation of local call centers will take about 10% of salary cut which means that a higher profit margin is guaranteed though the interests of workers will be enhanced due to the growing volume of sales.
Stakeholder Perspectives/Ethical Dilemmas
Stakeholders involved in the communications market are very diverse. The most effective competitors in this market are cable companies that managed to occupy new niches in the telecommunication industry by providing new services for the customers.
As Global Communication seeks to create alliances with satellite providers and local small businesses they can be described as important stakeholders in the companys new strategy. Their interests should be met in order to provide an effective climate for cooperation. Besides this, Global Communications staff and managers are crucial stakeholders in the process. The changes to the companys strategy will affect both workers (as outsourcing will lead to a temporal cut of salaries as well as carrier development possibilities and managers who will obtain new responsibilities and project leadership positions.
End-State Vision
Gap Analysis
A considerable gap exists between the current situation and end-state conditions. Thus, all necessary measures and best practices should be applied to guarantee a successful transition to new company positions using all available opportunities, underlined in the previous sections of this research. The most adequate method for solving the abovementioned problems is a holistic approach: Because the realities of todays world demand quick, high-quality solutions to resolve issues and realize future opportunities, the approach must be fast-cycle, rigorous, fact-based, systematic, and holistic. Besides this such as approaches as appreciative inquiry, complex and situationist techniques.
The first stage of gap bridging is overcoming consumer confidence problems and creating preconditions for enduring growth of sales. It should be realized mainly through the introduction of the new services to its small businesses and the consumers.
The second stage is bridging the market gap, which means undertaking all necessary steps to occupy new market niches. Developing sales, logistics, and distribution organizational grids to embrace both local and long-distance markets.
The third stage is bridging the competition gap. The main policy that should be taken in the view of achieving this goal is creating alliances with various satellites providers in order to have possibilities to offer different video services and a satellite version of broadband. Besides this, a partnership with wireless providers allows small businesses Internet access anytime by means of using wireless informational technologies.
At last, the final stage is bridging the profitability gap by means of concrete cost-cutting measures which will allow Global Communication to become a truly global player. (For instance by moving some of our technical call centers to India and Ireland)
In sum as Thomas Alva Edison said, If we did all things we are capable of doing we would literally astound ourselves .
References
Hammond, J. S., Keeny, R. L., & Raiffa, H. (1999). Smart choices: A practical guide to making better decisions. Boston: Harvard Business School Publishing.
Table 1: Issue and Opportunity Identification
Issue
Opportunity
Reference to Specific Course Concept (Include citation)
Concept
USAutos negotiating team did not carefully identify AutoMexs goals. USAutos goal was to reduce costs through utilizing AutoMex labor. Autodesk, by contrast, viewed USAuto as a source for developing its employees skill levels. USAutos negotiating team also approached entering the Mexican market similarly, unwilling to allow AutoMex access to the hybrid engine for AutoMexs own production.
Both of these distributive approaches create win-lose situations and can lead to conflict, as compared to the win-win situations created by integrative negotiations (Kinicki & Kreitner, 2003, p. 504).
USAuto can develop intelligence on potential business relations to understand better others goals in negotiation settings.
A distributive negotiation usually involves a single issuea fixed-piein which one person gains at the expense of the other. For example, haggling over the price of a rug in a bazaar is a distributive negotiation, (Kinicki & Kreitner, 2003, p. 71).
Improving listening skills for the effectiveness of communication
I believe that listening is an important part of the working process and our personal life. In this respect, poor listening skills can discourage a person from communicating with people because they misunderstand him/her all the time. My drawback in listening is that I can be carried away with my point of view and fail to listen to another persons opinion on the issue. As we learn from listening (Wood, 2007, pp. 146-147), I should learn to take a break and listen to the views of my interlocutors. This improvement can improve listening skills for both the workplace and personal life because understanding is important in both fields.
The Case of Alan OConnor, Manager
The signs that Alan is not an active listener
The interaction shows that Alan does not listen attentively because he fails to realize that his interlocutors are people that have a personal life and certain problems may occur besides the workplace. Alan did not listen carefully in the case with the woman because he did not offer any assistance or ask her about the reasons for working that slow. The only thing he did was that he asked her to work quicker. In the case of the man, Alan was not attentive either; he emphasized the problem but did not try to help to solve it. He was not mindful while listening which is the first step to effective listening (Wood, 2007, p. 147).
Alans view of his job and its influence on the work atmosphere
Alans perception of his work and his professional duties as a supervisor fosters a negative work atmosphere with his employees. He treats his performance interviews of people who work directly under his supervision because he thinks that they misinterpret his evaluation and do not appreciate it at all. Besides, he thinks that it is inappropriate when employees bring up personal issues and do not know how to react in such cases. It is necessary to treat employees about their multifaceted identities as they have personal lives besides the work and can encounter certain difficulties related to childcare or older care. In this respect, Alan should change his perception of people and try to approach the performance problems with another perspective taking into account peoples issues and offering some ideas to improve their performance.
The signs that Alan is not an effective listener
Alan did not listen effectively to Gretchen because she told about the quality and did not want to work faster and less effective. However, Alan replied that he did not want to lose her which was perceived as a threat to her job by Gretchen. In this respect, he could have offered a few options to plan her work more thoroughly and help her in improving her work pace by analyzing certain difficulties that can cause slow performance.
Another interview did not demonstrate Alans effective listening either; he tried to start less bluntly with the male employee and found out that the reason for frequent lateness was the family issues related to the health of the employees son. However, Alan replied that he did not want to bring up family issues and would rather focus on the work. In this respect, Alan failed to realize the initial cause of ineffective performance.
How to provide employees with critical feedback about performance and to establish a supportive climate
Being mindful and listening actively would be the most appropriate guidelines applicable to Alans situation (Wood, 2007, pp. 164-165). If Alan thinks more about the outcomes of the interview and the awkwardness of the situation when people share their issues, he would never succeed in effectively interviewing the people that work directly under his supervision. However, he can adapt such listening skills as mindfulness and active listening.
Mindful listening presupposes that Alan realizes that certain problems in the personal sphere can affect performance in the workplace. Active listening includes offers and attempts to help to solve the problem which is the core reason for ineffective performance. In Alans case, it is necessary to be open to people and help them improve their performance by identifying the gaps and introducing alternative options.
How to start interviews in ways that establish a supportive environment for interaction
A supportive environment for interaction can be created with the help of appraising the efforts of an employee and telling about the positive aspects of his/her work. Also, it is necessary to remember that every person can have certain problems besides the work and they can be the main reason for ineffective performance. Analysis of drawbacks can be carried out less bluntly so that employees do not feel as if they have been measured and assessed already. So, Alan can ask a leading question and make an employee recognize his/her failures. Finally, Alan can make suggestions on improving the performance instead of passing a sentence.
Reference
Wood, J. T. (2007). Interpersonal communication: Everyday encounters (6th ed.). Boston, MA: Thompson.
The about us page that is going to be reviewed is located on starbucks.com. The webpage is used by Starbucks Corporation to make its online visitors aware of various activities it does in the industry. The sender of the message is the marketing department of Starbucks, which uses the page to make the firms customers understand its mission and vision in the industry. The perceived receiver of the message is any customer interested in finding out more about the company through the webpage. Therefore, the about us section enables the firm to interact with its customers and other stakeholders to make them understand its role in the industry. The page contains information about product categories, the companys operations, its relations with investors, and news items highlighting various events it has participated in.
Integrated Business Communication
The integrated business communication approach adopted by the firm allows it to send different messages to its consumers regarding all aspects of its operations. Online visitors to the page are made aware of the companys heritage and how it influences its values in the industry. In addition, the page also has a news section that informs customers about events that have taken place and how they relate to its overall mission and corporate objectives. Customers are also made aware of various coffee products the firm sells and how they are beneficial to their wellbeing. As a result, this strategy allows the firm to give out a consistent message about its brand values, corporate identity, and the nature of the products it sells in the market. Consequently, the firm is able to show its customers how various aspects of its operations complement each other, and this satisfies customers needs and expectations.
Media Richness of the Section
The web page contains different types of media, and this makes it more appealing to visitors who explore different sections. It has Starbucks trademark, which is used to identify it, and this enables users to know the information they are viewing has been authorized by the firms management. Some sections of the page have pictures, and they add color to the information being displayed. In addition, pictures are used to describe different written messages to ensure the webpage leaves a positive impression on visitors. The page also has additional visual elements that captivate visitors to read more, and this makes them have positive perceptions regarding the firms role in the industry. Moreover, different types of fonts that are displayed in both dull and bold colors attract online users to explore various items on the page.
How The Message is Framed
The manner in which the message is framed helps to capture the attention of a visitor to the webpage. The page contains sentences which have action words which make it easy for customers from different social and cultural background to interpret proper meanings which the firm wants them to get. In addition, the firm has used effective titles and subtitles to make it easy for visitors to the page to locate different items and sections they are looking for. In addition, through the webpage, the company encourages feedback from its customers and other online users that visit the website. Therefore, the way the message is framed encourages customers to interact with the firms sales employees to find out how their needs can be satisfied.
Opinion Leaders
The main opinion leaders who are given attention on the page are political leaders, the firms senior managers, and other notable personalities who are instrumental to Starbucks achievements in the industry. The page also highlights various activities undertaken by the firms partners to help it achieve its objectives in the industry. Therefore, many of these opinion leaders are featured in the news section. This allows different visitors to the page to find out how these opinion leaders impact the firms operations in different locations. In addition, the page also documents different events and activities in which these opinion leaders have participated and how they have contributed positively to its reputation in the industry.
Recommendations for Improving Word Choice
The webpage needs to use more descriptive language to motivate visitors to explore additional information contained in other sections.
Some written sentences need to use figures of speech to encourage visitors to read different published items.
All sentences that are written on different sections of the webpage need to be clear, accurate, and brief to make targeted users understand the message being conveyed easily.
The words used in different sections of the webpage should highlight specific actions to make it easy for readers to internalize meanings that are conveyed from different messages.
The communicators should also use simple language to make it easy for visitors to the website who live in different global regions to understand messages that are conveyed.
Lastly, messages that talk about important functions should be summarized to make it easy for the webpages visitors to understand the benefits they are likely to get from building closer relationships with the firm.
Business communication plays a vital role in customer service (Poskey Para. 2). To explain the aspect of business communication within Xelxel bank, the above-outlined questions are answered separately in the below discussion.
The effect of the tone and the content of the memo on team members
Effective business communication requires reverence among the team members as well as between the distinct workforce levels. However, this requirement is frequently violated within organizations, a factor that contributes to organizational crises. From Ronalds memo, the tone did not impress the team members at any cost since it is reported that they roared after receiving this message.
The tone used expresses anger, in that he uses the punctuation mark used at times when people are arguing against each other (Krizan, et al., (2007). Moreover, the words that are utilized suggest some sort of a command to the team members, i.e, and come on chaps&! Also, this creates some negative feelings on the memo on the team members. The language he uses also demonstrates a lot of pride since he disregards the contribution of the other members. A sense of pride comes out as a result of word usage in the whole memo, a character that is not worth for a leader (Harvard Business School Press 64).
On the other hand, the content of the memo is written rudely. The utilization of language is wrong, bearing in mind that Ronald expects to be listened to by his colleagues. Referring to them as his old mates demonstrate the feeling of superiority that is in him, having been promoted to another level. The fact that he has already decided on the meeting issue eliminates the other team from participating in the decision-making process, demonstrating him as a final figure in the whole issue (Nambiar Para. 1).
Moreover, he is out to show them that their failure has contributed to the departmental failure by telling them that they can do better. Calling for a meeting means that they would discuss the agenda; however, he already portrays his response in the memo. Furthermore, he does not apply courtesy in any sentence, which means that what he has said is final and mandatory. The issue and content create a negative impression on the team members (Minges and ASM International 125).
A rewritten memo from Ronald
Memo: To All team members From Ronald Armstrong Date: 6 March 2011How are you, my colleagues? It is my sincere hope that all of you are doing fine. As your new team leader in the department, I hereby wish to move the extra mile in executing my duties, by taking some positive action that would enhance our performance. Therefore, I kindly request your attendance for a meeting whose main objective is to discuss our progress and lay down strategies that will help us process the new business. The meeting will take place at my office on Friday at lunchtime. Please carry your lunch and I will cater for drinks.
Agenda for the meeting to follow Goodbye for now.
The importance of business communication on customer service
Business communication plays a vital role in customer service. It entails the provision of information on products, an organization in addition to communication within the organization. The effective running of an organization is highly affected by the mode of communication utilized by its employees (Borade, Para. 4). However, modern organizations fail in customer and employee retention strategies as a result of a failure in communication, where employees are inadequate in using business communication language. Moreover, prominent communication exists between organizational managers and their teams, which require the employment of effective strategies to overcome (Andrews Para. 7).
First, the language used in business should be precise and professional (Taylor, Para. 1). Effective communication enhances employee relationships who are servers of organizational customers, thus extending this etiquette to the consumers. Good business communication is also a vital tool for enhancing customer relationship management as well as for reaching organizational target consumers (Hartley and Bruckmann 11).
It is also important to note that effective business communication promotes employee retention strategies, which in turn reduces the rate of labor turnover within an organization. Moreover, good communication within a business promotes corporate social responsibility, since a good business is largely defined by their involvement in the immediate societal issues. Employee morale is also boosted by appropriate organizational communication, making them results-oriented as a result of working with a positive mind (Guffey and Almonte 4).
On the other hand, employee morale acts as an instrument that enhances organizational productivity, also, increases an organizations value. It is also important to practice appropriate business communication for the sake of improving organizational performance in the entire business community. Change and new strategies implementation is enhanced by the fact that good communication thrives within an organization. Whenever employees are on good terms, each person gets an opportunity to reveal his feeling concerning project handling, implementation, a factor that creates employee participation (Robin Para.6).
Furthermore, the invention of new items and methodologies is easy when employees have the freedom to maximize their skills and talents, which is only possible in a peaceful environment, which emanates from good business communication. More vital, business communication is a strategic tool that enhances organizational effectiveness in the utilization of social media in marketing communication strategies, which are geared towards gaining more consumers. Thus ruining departmental communication paves way for a ruin of organizational-consumer communication. Thus, every team member must play his role in the restoration and adoption of the best business communication skills (Namita 145).
Agenda to be circulated before the meeting on Friday
The following agenda is to be circulated in the department before the meeting takes place on Friday (Smith Para. 1).
Team Meeting Agenda
Notes that are meant for the meeting
Meeting objectives: The main objective of this meeting is for us to study the importance of business communication in customer service. It is also important to understand effective leadership skills as well as roles. Moreover, a discussion on the new business progress is crucial (Heller Para. 2).
Second, it is good to discuss the action to be taken upon employees who are not responsible in addition to treatments for those who perform well. Participation in departmental members is also important. Also, how members can overcome communication barriers for improved performance. Discussion on the responsibility of each person in the department is also ample (Rosensweig and Joyce, 25).
Thirdly, we will inform the team of the plans that the department has for the future and allow.
Barriers that exist between managers and their team, and how to improve the situation
Organizations are governed and run through a hierarchical system of leadership. The top management determines the direction of an organization in its following years after its inception. Nevertheless, due to a difference in personality and character, it is not always easy for one to cope with an ever-changing environment (Rampur Para. 2). At the same time, it is not always easy to lead a group, since every team leader has his/her uniqueness, likes, and dislikes in addition to values and personality. Therefore, for everybody in the top management, it is always easy for them to flex their hearts to overcome barriers that exist between them and other lower-level employees (Ksingh, 2010).
A variety of barriers has been considered pre-eminent within many organizations, which are a major source of organizational crises (Brodie, Para. 1). First, a feeling of superiority dominates in ones mind whenever they are promoted to higher positions, due to the consideration that they are wiser than those other colleagues are. This is a barrier that has caused many crises within organizations, causing many middle-level employees to resign their jobs in the feeling that wide gaps are in existence between them and top management. In this case, the solution for this lies in the top management (Kotelnikov, 2005).
Any person in the management should not disregard others, instead, it is ample if he should take it as a privilege to learn new skills, exercise his management knowledge as well as an opportunity to rise higher than that. Additionally, one should be careful not to take the organization as if it belongs to you, lest failing in your duties. Focus on feeling that you have not achieved the best that you still spire to achieve more shortly (Kichaven Para. 2).
Secondly, there is always a likelihood of jealousy having its way in the organization, because those in the lower levels would also like to rise to higher positions (Stennes Para. 8). The fact that you also get a higher salary than them also makes them hate you and others also feel that you do not deserve that position since they are better than you are. In this case, you ought to be cautious and wise so that you do not torment yourself as they torment you. It is advisable that you understand the kind of people you are associating with and train your heart to be accommodative, regardless of their character (Gregory, Para. 4).
Most organizations are affected by barriers arising as a result of a lack of participation. Most top management does not recognize the potential that is in the middle-level employees, and thus deny them a chance to make strategic management decisions. As a new team leader, it is good to be unique in your operation by creating and adopting the spirit of participation (Cesta and Tahan, 166). Whenever you make decisions, avoid being a commander or even strict on your ideas as long those beside you are human beings. It is good to come up with a first-hand suggestion but not let it dominate, give others room to make theirs too.
Moreover, entrusting some of the roles to trusted team leaders is a good idea. Furthermore, the language barrier is a problem within organizations. Therefore, it is good for you to train to utilize good communication skills even as you address your colleagues to eliminate all forms of crises (De la Vergne, Para. 27).
Works Cited
Andrews, Barry. The Importance of Effective Communication and Effective Listening in Customer Care. 2008. Web.
Borade, Gaynor. Business Communication. Scope of effective business communication. 2010. Web.
Brodie, Duncan. Teams The Five Common Barriers to Effective Teamwork.EzineArticles.com. 2011. Web.
Cesta, Toni, and Tahan, Hussein. The case managers survival guide: Winning strategies for clinical practice. Volume 1. Missouri: Elsevier Health Sciences. 2002.
De la Vergne, Susan. Living with Ambiguity. Auxilium Training. 2005. Web.
To begin with, it should be emphasized that it is generally stated that business communication is generally used to promote a product, service, or organization. Business communication is the way to collect the necessary information on the business or market situation. Communication tools, such as emails and social networks, are aimed at simplifying the managing process and dealing with the consumers, partners, suppliers, etc.
Computer-Based Communication Technologies in Business
Wikis
Business wikis are regarded to be among the most powerful business communication tools, which are classified as Enterprise 2.0 tools. Originally, the effect of this tool is essential, as it is capable of transforming the nature of communication within any company. As for the impact of the wiki tool on the communication structure, it should be stated that business wiki can create a synergy of the communication process that is forwarded from bottom to top, while initially this process is intended from flowing from top to bottom.
The fact is that wikis are generally designed for a simple use of the collaborative tools. It is aimed at simplifying the content management of business communication, thus simplifying the process itself and clearing it from unnecessary elements. Thus, it changes the way business is performed.
Another feature which is attributed to wiki tools is that it transforms business communication in accordance with the global communication necessities, thus, enhancing the scales of the communication process if necessary. The importance of this feature may be explained by the fact that currently, lots of projects are elaborated by specialists from all over the world, thus, using wiki tools, they are able to share their experience on the project and discuss all the necessary aspects of the joint work. From this point of view, it should be stated that FAQs and knowledge bases are no longer necessary , as they are replaced by wiki tools. Martin (2007) in his research emphasizes the following notion: The information technology department can make use of a wiki by using it as a surrogate knowledge base that employees can use to solve the most common problems such as what to do when the database is unavailable, mail isnt being delivered, or documents arent printing. The human resources department can utilize a wiki in maintaining an up-to-date employee handbook, dispensing information about health and plans, and making general office announcements. Thus, any company or department which is dependable on the information flow and properly adjusted business communication can rely on wiki tools for using them in streamlining communication channels.
Business Case
The real example of success in using wiki tools is related to Global Composite Company, which used wiki tools in its business communication. Parkinson (in Du-Babcock, 2006) states the following fact: Collaboration, discovery, knowledge sharing, collective success, communication, fun and individual recognition are what wiki tools are all about Originally, this was the pilot project, when up to 2700 workers of the company were using the internet services based on wiki engine, and use these services for business communication only. Thus, TransUnion, spent $ 50,000 on a wiki platform elaboration, yielded a $ 2.5 million saving in less than 5 months and an estimated $5 to $8 million in total savings just in the first year.
Emails
Originally, in spite of the fact of constant development, emailing is now regarded as the outdated technology. Emails are often used for sending attached documents, nevertheless, it is not suitable for instant messaging. Thus, emails are used for technical documentation exchange only.
Nevertheless, in spite of the fact that emails can are not the most popular tool of communication, it has changed the image of business communication completely. The main advantage of email is its availability and mobility. Managers can access their email accounts staying anywhere via laptop, cell phone or PDA. Thus, the main factor, attributable to emailing, which impacts business communication is the mobility and large-scale involvement (up to 87,9% of internet users send emails regularly). From this point of view, it should be stated that the effects of emailing on business communication is rather essential, and in no way impedes its development.
On the one hand it does not provide its development, as the opportunities of this communication tool are essentially restricted. On the other hand, it helps emphasize the business character of the message, and hinder any social interaction. According to Spaeth (2008): The use of email to avoid conflict or sending bad or negative feedback should be avoided. Messages can also easily be misconstrued. Because it is so difficult to convey via email that something was meant ironically, misunderstandings are common and can lead to major fights. Usually, thats neither wonderful nor funny.
Conclusion
In conclusion, there is a strong necessity to mention that the use of wiki tools and emailing is aimed at improving the business communication process and in no way impedes it. Originally, both have revolutionized the communication process and completely changed the origins and outlooks of business communication processes. Both tend to globalize the communication process and improve the information flow by increasing the speed of the flow and removing the unnecessary and harmful elements of communication.
References
Du-Babcock, B. (2006). Teaching Business Communication: Past, Present, and Future. The Journal of Business Communication, 43(3), 253
Martin N. (2007) Keep Your Eyes on the Eiiterphse: Emails, Wikis, Blogs, and Corporate Risk. Web.
Perkins, Bart (2008) The Pitfalls of Social Networking Computerworld, 2008; 42, 7; ABI/INFORM Global pg. 44
Spaeth Merrie (2008) The Next Generation of Communication. Texas Banking, 2008; 97, 8; ABI/INFORM Global pg. 10
I have conducted a communication audit on my own and analyzed a group of seven samples consisting of online format communications including emails and online messages. I evaluated three samples targeted for internal stakeholders (students and teachers) and four cases targeted for external stakeholders (parents). The overall assessment showed satisfactory results according to the communication audit criteria.
The critical trend found in the evidence is that communications tend to be more effective with the outside audiences as every word is weighed and measured before use. According to Hall (2008), the key moments to be considered before initiating the communication are audience, purpose, message, intended action, and key take-away. This is found relevant for all the interaction with outside stakeholders, while this is poorly considered for the internal conversations.
Main body
The apparent gap in the communication program is the fact that inside stakeholders are addressed inappropriately. However, it is safe to say that we are doing an excellent job while addressing the outside public. The main reason for this is that most internal communications are in an informal format, and the parties make little consideration about what and why they are saying. The outside messages are conveyed in a formal manner, which makes the parties analyze almost every word before using it.
If no changes occur in the communications approach, the obvious implications would be the continuous decline in the inside communication quality. This would make the communication count increase, as there would be more effort needed to get the message across to the intended audience. To improve the situation, the team should collaborate on the means of interaction used for inside stakeholders, elaborate communication plans, and make the communication audits a routine activity. In conclusion, the communication audit revealed the ineffective communication scheme between inside stakeholders, therefore interventions should be made to improve the matter.
Communication Plan
All the stakeholders fall into one of the groups: the inside stakeholders, including higher management, teachers staff, and the students, and the outside stakeholders, consisting of parents and the board of trustees. The main outcome we seek in communicating with the inside audiences is a deeper understanding of what are our tech teams competencies and achievements. Practice shows that the best way of conveying the ideas to the inside community is by providing small visuals, such as video clips, PowerPoint presentations, or colorful diagrams.
A review of our previous strategies shows that the best practice we used in our previous years was creating a short video overview of the tech teams accomplishments. As Hall (2008) states, the technology people like to brag about how many computers they installed and how much fiber or optic cable was put in place. Hence, our oral presentations in the form of webinars were not as effective as we delved into too many details.
The primary outcome expected from the communication with the outside audiences is providing a more profound understanding of the departments needs and strives to get the appropriate financial support. The most effective practice was providing short progress reports including exact numbers, while the most inefficient intervention was conducting educational video conferences. In also worth mentioning that the best method we applied to both segments, the outside and the inside audiences, was addressing them as a group instead of trying to reach everyone individually.
Conclusion
Considering our last years practice, our team will focus on using appropriate means of communication for every group, linking all the group members to each other to make them easier to approach, and continue conducting audits to create a more proficient communication plan for the following years strategies.
References
Hall, D. (2008). The technology directors guide to leadership. Eugene, Or.: International Society for Technology in Education.
In the proposed merger between Utah Symphony and Utah Opera, Utah Orchestras director, Anne Ewers was appointed to oversee the merge of two companies. Subsequently, she was to serve as the CEO of the new company.
Direct and Indirect Communication
Ewers is obligated to convince several key figures who could influence the merge process heavily. One of the people the Ewers needs to talk to is Keith Lockhart. Lockhart is the director of the Utah symphony (Delong & Ager, 2005). He feels a loss of control especially in presenting issues that affect the symphony members. Ewers has to ensure that she appreciates Lockharts concerns. Together, they can come up with recommendations on an appropriate power structure.
Ewers also needs to convince both executive committees on the incorporation of both companies organization culture in the new company. The orchestra musicians have also raised some concerns regarding the new merger. Therefore, they formed an ad hoc committee to address these issues including an organizational structure that protects artistic excellence (Delong & Ager, 2005). While Ewers may not be in a position to meet with the musicians, Ewers should meet with the chairwoman of the musician ad hoc committee, Christine Osborne.
Individuals who could receive Annes message directly regarding the proposed merger include staff and opera members at the Utah opera. It would not be fitting for them to hear that Utah Opera and Utah Symphony were headed for a merger in public. On the other hand, artists and opera patrons should hear the message from Anne indirectly, through their agents and the media, respectively.
Knowledge, beliefs, and preferences of key individuals in both companies
Scott Parker chaired the Utah Symphony committee from 1999 to 2002. During his tenure, the arts industry experienced a dip in profits. In 2001, Utah Symphonys profits were on the decline and thus he proposed a merger with the Utah Orchestra (Delong & Ager, 2005). Keith Lockhart is the music director at the Utah Symphony. (Delong & Ager, 2005). However, he fears the loss of power where he will not be in a position to articulate the needs of the symphony members. William Bailey, the chairman of the Utah Orchestra committee was quite skeptical of the proposed merger. Some of his observation includes the difference in the financial stability of both companies.
Importance of background knowledge while dealing with different audiences
In order for Anne Ewers to convince the above individuals, she is required to have ample information on the issue at hand. This an important bargaining technique where one is able to fully articulate his or her position based on facts (Kaufman, 2001). To start with, Anne needs to fully understand what her audience knows. This will enable her to determine the kind of information that they would be seeking.
At the same time, it is important for Anne to take into account the feeling of her audience, their motivations, behavior, and needs. This way, she will have the bargaining power in seeking their support. On the whole, the audience appears opposed to the proposed mergers and as such, Anne has her hands full as she needs to convince them otherwise.
Structure of the report
Anne should structure her message in such a way as to capture the two sides of the issue. In this case, Anne should spell out the advantages of Utah Opera entering into a merger with Utah Symphony. In this case, she should explore the benefits for the company and the individual stakeholders as well, such as the shareholders, the artists, employees, and patrons. On the other hand, Anne should also explore some of the negative implications of such a merger with the various stakeholders. Anne should enumerate the pros and cons of the proposed merger in descending order, starting with the most important ones, to the least important ones. Anne should ask for as much information as possible first so that she is in full control of the situation at hand.
The manner of communication in the business environment is of great importance. Various nonverbal elements used by supervisors may have either motivational or demotivational influence, while through their tone, gestures, and language, employees can demonstrate their compliance and respect.
Description of Supervisor-Employee Relationship
In this paper, I will discuss nonverbal communication in the relationships with a manager who supervised me at one of my previous workplaces. At that time, I was a trainee in the office, and she was a senior manager responsible for the whole department. The given relationships fall under the category of employee-supervisor relationships because of the difference in the status of involved parties.
Significance of Nonverbal Communication in the Given Category
As stated by Richmond, McCroskey, and Hickson (2012), the distinctive features of employee-supervisor relationships are the higher authority given to the supervisor, demand for respect paid by subordinates to a higher-status person, and functioning within the reward and punishment system. In the context of such hierarchical relationships, there are certain behavioral expectations imposed on both employees and supervisors.
Such nonverbal messages as the tone of voice, gestures, touch, seating, use of time, etc. can indicate the status of the individual in the organization. For instance, it will be considered inappropriate if a person of any status will sit in an excessively relaxed pose, leaning back in his or her chair and spreading arms and legs in different directions. Managers still may enjoy a certain degree of freedom in choosing postures and gestures, yet they should meet the boundaries of what is permitted. However, if an employee and especially a newly recruited trainee will behave unrestrainedly, i.e., speak or laugh too loud, approach others too close, etc., it will be regarded as an expression of disrespect.
Evaluation
At my workplace, both the manager and I followed the norms of nonverbal behavior appropriate for the social situation in which we were. The difference in our statuses was especially notable during direct communication. The manager kept her head raised, in a slightly relaxed posture, reservedly moving her hands while speaking. At the same time, I usually communicated with her keeping my hands down, standing or seating straight.
When conversing, I tried to show attention by looking directly at her. I could look away time after time, but any moment the manager gave me a direct eye contact I always tried to do the same. The manager controlled both my and her nonverbal behavior. Her vocal behavior set up the tone of the whole communication. She sounded relaxed and confident. Her voice was sufficiently loud. Additionally, she encouraged mutual dialog which I perceived as a sign of a democratic leadership style, and it showed that although we interact in a formal environment, I can have some freedom of self-expression.
Touch and Immediacy
Although we communicated frequently, we always were at sufficient distance from each other, so we did not touch each other. At the same time, I noticed she could slightly touch other employees on their shoulders to show recognition and appreciation. However, it would be inappropriate if a subordinate would touch her as well even though the company had a very friendly work climate. The same case is with the nonverbal immediacy. The manager could respond to employees demands with a little delay while subordinates were expected to react immediately in case there was no serious excuse. Otherwise, their behavior was regarded unprofessional.
Advantages and Disadvantages
From a certain perspective, the position of subordinates may be regarded as disadvantaged because their behavior is more constrained. However, the difference in nonverbal behavior of managers and employees is necessary because, otherwise, it will be difficult to control productivity. The authority given to supervisors ensures compliance, yet if they abuse their power, they may achieve a reverse effect. In my case, the manager used her status intelligently and recognized the risks associated with power. She expressed this knowledgeability through appropriate communication positions and attitudes.
Conclusion
Overall, it is possible to say that supervisors patterns of communication largely define the very style of organizational leadership. When a supervisor encourages mutual dialog and sets friendly communication tone, he/she may significantly increase employees motivation and develop a trustful relationship with them.
Reference
Richmond, V. P., McCroskey, J. C., & Hickson, M. (2012). Nonverbal behavior in interpersonal relations. Boston: Pearson/Allyn & Bacon.
This report is about the milk product company, Fonterra, and details the various facets of the organization including how it handles its corporate communications manages its corporate image, and implements CSR policies. There is also mention of whether the company engages in so-called Green Washing practices.
Corporate Communications
Corporate communications are essential for maintaining the brand image of the company and Fonterra takes its brand image very seriously. This is evident from the fact that the company avoided the bad press that other milk product-based companies got from the tainted milk food scandal (Anon, 2008). The way in which the company managed the fallout from this crisis is proof of the fact that the company has a very effective corporate communications system in place.
As the website puts it, The Way We Work also provides very clear policies on the relationships we have with significant stakeholders including employees, customers, shareholders, business partners and suppliers, and communities. Our Code of Business Conduct has a global reach and is not limited to any particular country or community (Fonterra.com, 2009). It is evident from this approach that the company has strong internal mechanisms in place that react quickly and decisively in case of a crisis.
Corporate Image
Corporate Image is essential to any company that is in the business of making consumer goods or goods that reach a wide target market. In Fonterras case, its milk-based products are sold all over the world and hence it has to be doubly conscious of the fact that its corporate image has to be squeaky clean. This is reinforced by its advertising and brand campaign that targets its audience with a message of Fonterra being a trustworthy company and one that keeps the interests of the consumers in mind.
To quote from the website, Our ingredients are used in a huge variety of dairy products around the world. Our brands are enjoyed by consumers all over the world. Fonterras Board is committed to the ethical conduct of our business around the world. We have published The Way We Work Fonterras Code of Business Conduct to reinforce this commitment (Fonterra.com, 2009). The corporate image that is being portrayed here is of a company that puts its consumers before profit. In other words, a people-first policy that has the interests of the consumers at heart.
Corporate Identity
The corporate identity of Fonterra is to project itself as a leading producer of milk-based products that is not only the market leader in revenues and sales but also a proponent of ethical and people-friendly business practices. The way in which a company shapes its corporate identity is very crucial to the perceptions that the company has among its consumers and shareholders not to leave out the employees as well. In this respect, the corporate identity of a consumer-based company like Fonterra would go a long way in reinforcing the brand image and the corporate image as well.
According to theory, Perceptions matter a lot more than the actual performance. It has been found in Marketing studies, that a way in which a company might be perceived would make the difference in the way in which it succeeds in the marketplace (Kotler, 2008). Further, if there is a gap between perception and actual practice, the gap quickly closes and the perceptions are altered. Hence, the company has to be on the lookout always to walk the talk and be honest with its consumers.
CSR Programme
In recent years, CSR or Corporate Social Responsibility has become the latest buzzword among companies. This refers to the practice of the corporates in giving back to society in the form of programs that benefit the less privileged members of society. They can take the form of outreach programs that adopt schools; communities, etc, and provide funds for their upkeep as well as promote socially conscious business practices that lead to the betterment of society.
Fonterra takes its CSR program very seriously by promoting programs like
Kick Start Breakfast, Rural Maternity, Osteoporosis Foundation, etc. Every week, KickStart Breakfast provides Anchor Mega Milk and Sanitarium Weet-Bix to 300 low-decile schools, with the aim of educating children about the difference a nutritious breakfast can make. The schools participating to date are approximately 80% primary and 20% secondary schools, with around 80% of the schools located in the North Island (Fonterra.com, 2009).
Green Washing
Green Washing refers to the practice of the corporate spin employed by a company in declaring itself to promoting environmentally-friendly policies whereas, in reality, the company does not live up to the rhetoric (Terrachoice.com, 2009). This is a practice that should be avoided and as noted in the above sections, Fonterra usually walks the talk and there have been no instances of the company indulging in practices that it otherwise repudiates in public. As the Corporate governance council is responsible for overseeing the activities of its CSR and ethical standard compliance, it is the nodal committee for ensuring that there is no spin on the business practices.
Reference List
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Communication is one of the main ways to deliver the information. Modern world is the world of communication, which has entered peoples life so quickly and unexpectedly that it is impossible to imagine it without this communication. Communication is very important within the organizations, as the productivity and effectiveness of the work depend on peoples understanding each other, and the understanding is impossible without communication.
Main Text
There are three approaches of organizational communication, functional, meaning-centered, and emerging perspective. Before applying these approaches to our organization, it is significant to consider them and explain the effect of each. To start, communication is transfer and understanding of meaning (Robbins & Coulter, 2005, p. 256). The stressed words are transfer and meaning, so the words flow without any meaning is not the communication. In other words, communication is delivering of information (Robbins & Coulter, 2005).
The functional approach of organizational communication is the series of messages which are delivered in a chain in command primarily in a downward direction. The meaning-centered approach implicates the communication, which is controlled by manager, when culture is not the significant focus. The decisions, which are provided with the meaning-centered approach, are also controlled by manager. The third approach of organizational communication is the emerging perspective, where within the control of management the legitimate power is supported (Shockley-Zalabak, 2008).
The organization, which is going to be discussed from the point of view of the communicational approaches, is our school. Having considered and analyzed the information about three approaches of communication, it becomes visible that our school is on the functional approach method. The statement may be easily confirmed, as the main idea of the functional communication approach is the delivering information through the chain down to the lowest level of the organizational structure. The same process takes place at our school. The information is delivered from the government to the managerial staff and then transmits to the lower level of workers, teachers and other employers.
Considering the form of the communication, it may be open and close. Moreover, the messages under functional approach may be classified as organizing, relationship and change messages. It is significant, that our school does not have the only source of messages, as they can be delivered through e-mail, assistants, grade group leaders or other staff members.
Considering the effect of such method of information delivering, it is possible to think about two opposite effects, positive and negative. On the one hand, the positive effect is that the message from the managerial staff comes to the rest of employees quickly, so there is no problem with the informing of the workers. On the other hand, the negative effect is that in some case the information delivered may be confused or spoiled, as the human factor takes place. The decision making process may be also supported by the quick delivery of information and at the same time corrupted by the damaged information.
Conclusion
So, there are several approaches of the organizational communication, and functional communication is the approach, which is used at our school. The information may be delivered through different channels, such as Internet (e-mail) or staff. The functional approach of communication has both advantages and disadvantages, which usually obtain in every sphere of peoples life. Information is delivered quickly, but at the same time it may be spoiled or not full, what creates some inconveniences.
Reference List
Robbins, S. P. & Coulter, M. K. (2005). Management. Pearson Prentice Hall, Oxford.
Shockley-Zalabak, P. (2008). Fundamentals of Organizational Communication. Allyn & Bacon Inc, Boston.
