Poor Communication within a Business - Research Paper Example

? Poor Communication within a Business Poor Communication within a Business Introduction Project management is the business planning, leading, control, and securing of business resources in order to attain certain business set objectives. In essence, a project within project management is an undertaking with a defined start and end constrained by timely aspects and funding with the aim of meeting specific goals and objectives. All these aim at bringing profitability and value addition to the operations of a business. Business projects are quite contrary to the normal functioning of a business mainly because their undertaking may be on a repetitive manner if the intended objectives come in to fruition. Therefore, in effecting the management of projects, application of various skills and techniques is vital. Essentially, project management is a technical affair simply because the execution of the intended plan has to be within the constraints involved to attain the set objectives. Some of the constraints may include time aspects, quality of the intended product or service, budgetary allocations, and the geographical scope. Sequentially, planning becomes the fundamental aspect in project management, as it helps in mapping out the appropriate direction in which the team shall undertake. In addition, monitoring and evaluation of the project status become the next critical aspects during the effective execution of the project management plan. These two help in the establishment of whether the plan applied is working and projecting whether to stick to the original plan or apply another. Objectively, this essay will discuss the necessary steps that may apply when a project faces poor communication between its team members and the business clients. Effects of poor communication to a business Ideally, for any business organization to succeed proper and effective communication becomes the backbone of this achievement. The effects of poor communication stream down from the organization’s top management organs to the least level of employees. The miscommunication may overflow to consumers in that the sales team may give minimized attention to the needs of their consumers hence delivering poor service to them. Essentially, the low morale of employees, in house miscommunication, non-content customers, and poor output or performance by staff becomes the product of poor communication. I. Low morale and motivation of employees Negative morale mothers animosity and harshness among staff members if their working environment is not fulfilling. In essence, the improper articulation of organizations goals and objectives to employees by the management translates to decreased morale. Sequentially, the general output by the employee’s decreases because of this inappropriate impact. Additionally, when team members do not have access to adequate information needed in the delegation of their tasks they lack motivation as they feel the need to work extra in order to fulfill their duties (Frater, 2003). Eventually, the working environment created is one characterized by bitter moods that end up spilling to the customer. In this regard, the top management needs to establish proper communication channels between them and their team players to ensure that their customers benefit from their services. A negative cycle may develop in the business, which may attract low sales and dismal performance by the business. The personnel become weak in the execution of tasks and implementation of the organization goals. Mainly, the whole idea of going in to a business undertaking is making a profit. Therefore, it will prove unworthy to continue venturing in a nonprofit able venture because of reasons that are preventable. In a counter approach, a business needs to ensure that the morale levels of its staff members are intact for the continued growth of a business. II. In house miscommunication and misinterpretation Subsequently, poor communication within a business setting has the ripple effect of compromising the in house understanding of concepts and communications. Sequentially, improper information conveyance leads to delayed planning of activities that stall the organizations progress. This is highly detrimental to a business because it delays the onset of projects within the organization. In addition, it creates work redundancy within the work place with many work backlogs that do not facilitate the business’ progress. Essentially, proper internal communication avenues within an organization are vital in the strategic, project and business planning, as a communication breakdown leads to the improper functioning of the business. For instance, inter departmental miscommunication may have serious consequences on the performance of a business. This is because it delays the start of projects that intended to boost the profit levels of a business hence derailing the attainment of the goals and objectives that may be having time restrains. On the other hand, miscommunication may lead to the adding of people at a later stage in the project implementation phase because of the haste in accomplishing the task. This will be ineffective because the new additions may derail the completion of the project task. III. Discontent customers and loss of business opportunities In effect, poor communication may have its adverse effects on a business’ client base mainly because of their dissatisfaction. Ideally, the team members within an organization may send the wrong documents to a client or the wrong consignment that may upset their esteemed clients. This becomes risky for the business especially if the mistake is repetitive, as the consumer views this as supplier negligence to the consumer. In this regard, the consumer’s trust for the organization breaks since their needs are no longer relevant to the supplier. Alternatively, a customer may opt to seek services from other suppliers hence making the business reduce its customer base (Frater, 2003). On the other hand, the organization’s role is to pay attention to the client’s needs and specifications because in business their needs form part of the operations of a business. In addition, proper communication between the team members, the business affiliates, and the customers enhances cooperation between the three stakeholders for the whole of themselves. In effect, the consumer related service affects the overall performance of a business because communication ensures that transactions in business and other operations run without interference. According to McConnell (1996), low profit projections because of the consumer pull out may necessitate disinterest by stakeholders to continue investing in the business. Essentially, lack of user input would mean that consumers are no longer buying in to the business’ products and services because of their dissatisfaction. Sequentially, this will bring about the loss of opportunities for the business, as the customers may put out negative information about the business to potential customers and existing clients. Therefore, it is vital for team members to ensure that their communicative abilities are of benefit to the business and not its peril. IV. Poor performance and business image The performance and image of a business draws relation to its exemplary availability of proper communication channels that compliment the eventual intended output. In addition, the poor management of unprecedented risks may lead to the derailment of an organization’s achievement that affects the anticipated performance levels (McConnell, 1996). In this regard, the performance of a business goes down when the communication channels are ineffective. On the contrary, the company’s reputation becomes questionable if it proves to be an ineffective communicator (Frater, 2003). Time wastage is a factor that emerges when there is poor or low productivity within a business’ time allocation. Essentially, poor communication leads to the redoing of tasks that would have otherwise been complete during the first encounter. The poor delegation of tasks by managers to their subordinates is because of poor communicative abilities between the two. For instance, the birth of new forms of communication like texting and emailing may break down communication in the digital form of communication. The reasoning being that the message may lose its meaning because of the various ways in which persons tend to interpret the concepts within messages. Subsequently, the communication mode needs to be verbal in order for the message to reach target effectively and give room for seeking clarification. Remarkably, this leads to a hospitable workplace for all with the set beneficiaries being the employees and customers. Barriers to effective communication within a business Arguably, a business team may fail to communicate effectively without it realizing this inability until a problem presents itself. Incidentally, some of the business challenges are unavoidable only if the communication mechanisms in place are applicable. In many instances, the communication challenges become constant hurdle that a business has to overcome until the application of a proper management plan occurs. On the contrary, barriers to communication are the communicative challenges experienced between a communicator and a recipient of the communication. In this case, it becomes a problem in communication between team members within a business and customers. Some of these barriers in an organization may include inadequate training of personnel, being underequipped information wise, and inter employee relationships. I. External barriers However, there may be existing barriers between the team members and consumers that may include incorrect capturing of what customer may want. In essence, a team member may note down incorrect information that the customer might have given that may lead a wrong delivery or a delayed one. Secondly, a team member may not listen attentively to the customer’s requests hence applying arrogance that may lead a consumer in to not buying from the same business in the future. In addition, the loss of relevant customer information documents shows neglect on the side of the team members that the consumer may not find appealing. In turn, the loss of these vital documents may cause a rift between the client and the business management due to the incompetence of one staff member. Fourthly, addressing issues through inappropriate channels may also be a barrier to effective communication in that a client may opt to address their grievances in ways, which reflects the company’s inability to handle complaints. In essence, instead of shouting and blaming everyone in front of other clients may make the company lose more clients. In essence, it is vital to ensure that the customers address their grievances through the established modes within the Business. Finally, indulgence in many activities at the same time and not giving priority to a customer’s queries may become a barrier since customers deserve undivided attention when they seek assistance from employees in an organization. For this reason, the employees should ensure that they handle customer queries with utmost value for the customers to feel that they are of value to the company. II. Internal barriers a) Inter employee relations and communication Ideally, without proper communication a business may not experience much progress as intended. Sequentially, the communication between leaders and the team members needs to be consistent and unwavering. This is to mean that those in charge need to be affirmative in delegating tasks in order to avoid the giving of conflicting information. Moreover, project leaders need to stick to the initial project plan and not incorporate new tools during a project that may translate to increased budgetary allocations that the company did not anticipate (McConnell, 1996). However, abandoning of the original plan should not be an option for the project leader since they need to plan and anticipate risks before engaging in a project. Additionally, managers need to be true to their word and not act out differently from what they say. On the other hand, the relationship between the team members may contribute towards the ineffectiveness of communication because of the status of their relationships. This would mean that employees either have developed a dislike towards one another or are not in mutual understanding with one another. In essence, the existing friction between the team members brings communication break down because of the team members who cannot work together. This affects the overall performance of the company because of the indirect contact between the two. As a counter approach, the management needs to ascertain the root of the problem then changing their roles ensuring that they do not collide quite often. b) Lack of adequate employee training Inadequacy in training among staff members on the application of various communication skills will translate in to repetitive doing of avoidable mistakes. Surprisingly, the team members may avoid using avenues that might be highly effective if implemented. For instance, a business may opt to use written forms of communication in the conveyance of information (Griffin, 2010). However, the employees, if not trained on how to communicate properly through writing, may continue using verbal means. Therefore, training on how to employ written forms of communication is vital in a business set up in order to avoid it as a hindrance to communication. On the other hand, applications of improved technologies that helps in the functioning of business need embracing. Ideally, the world is moving to a digital are that which most of the information conveyance be on the internet and other technology forms. Sequentially, every employee should acquire training on the latest application used by the business in order to achieve the organizations’ goal and desired profitability (Campbell, 2009). c) Inadequate information Another barrier to effective communication is the lack of adequate and relevant information concerning the operations of a business, which leads to the making of wrong decisions. Incidentally, this is an enormous risk on the business’ profits since an employee may give out wrong information to another employee in terms of pricing and the product availability. Essentially, all the staff members need to have current information regarding the price and the availability of their product or services, as to avoid dire consequences. In essence, information concerning the business needs to circulate freely among employees in order to maintain the smooth running of a business. How to improve communication between team members and customers As part of a project manager’s execution plan to improve on the client business communicative approach, it is essential for them to interact with each on a face-to-face basis in order to ascertain how well the implementation will work out (Campbell, 2009). Ideally, it is insignificant to implement a project that will not add any value to the organization since it will also be costly to the business in terms of time and financial resources. This becomes the monitoring part of a project within a business. In essence, monitoring is the awareness process of ascertaining the state of a project during the project life. For a project manager, the use of wrong communicative styles may send the wrong impression about their intent. Essentially, effective body language communication goes a long way in ensuring that there is minimal information disconnect. 1. Body language The bodily expressions that employees portray tend to reflect their character and level of friendliness. For project managers and team members, the first approach that they apply when they relate with their customers should have a lasting and warm effect. The body language and poses should exhibit a high level of professionalism in that they should be one with what they are saying. Essentially, it becomes awkward when one folds their arms when communicating with a client, as it gives the impression of being rigid and unapproachable. For both the junior staff and the clients, an individual with this body language means and might be withholding needed information. Therefore, in order for communication to be substantive, the parties involved need to display welcoming and warm attributes in order for exchange of information to take place. 2. Control of emotions It is vital for the team members to suppress and manage their emotions when in the presence of their customers. This process requires as a lot of skill when executing it since it is tricky challenge. For instance, project managers are the leaders within a project who show guidance to the team players (Dow & Taylor, 2010). In essence, if they are unable to keep their emotions in check becomes one who cannot handle pressure. The remarkable aspect shows when the project implementation does not go as the initial plan had stated, but the still manages to point out the issue without making it personal. On the other hand, an employee needs not pour out his anger to a customer irrespective of the pressures subjected to them. This may happen in the case that a customer is furious about a certain aspect of the organization’s service and becomes irrational when making the enquiry. Subsequently, this becomes the ultimate challenge to the employee in the way the way they will handle the client without infuriating them further. A customer should feel valued at all times, and the communicative approach should be one that they appreciate. On the contrary, it is advisable for one to show emotions because the human nature requires, but it is equally essential to control them if need be. 3. Dress code and appearance The way of dressing by an individual tends to reflect an individual character and level of understanding. For instance, an individual with a funny appearance and mode of dressing may pass for an ordinary person and not as an employee. In this regard, the employees and their managers need to dress professionally to maintain the image of the organization. Sequentially, appropriate dressing boosts the communicative abilities of individuals since it commands respect from the audience receiving the information. Moreover, professional dressing portrays the instant cognitive ability that the sender of the information is a competent individual. Tentatively, the some communicative forms are silent, but they tend to send out conflicting messages from the initial intent. Therefore, communication starts from the first impression that an employee has through their way of dressing when a customer comes to interact with them. In some instances, uniforms become the most preferred dress code, as it signifies uniformity and equality in many work places (Wall, 2005). 4. Facial expressions Generally, the face is the first body feature that marks the start of a conversation before a handshake. The face usually tells it all through the facial expressions portrayed. For instance, it extremely easy to notice when one is sad because their facial expression tends to be gloomy and unwelcoming. In essence, a consumer may shy away from accessing information from such an individual because they may feel that they may not handle them appropriately. Ironically, these expressions may be intentional or accidental depending on an individual. On the contrary, the image needs to be visible at all times within all the employees. Additionally, thinking positively about the business helps one to maintain a healthy smile whenever clients approach them for any enquiries or service. A smile is one of the facial expressions that portray calmness and ease to the eyes of the customer. On the contrary, serious facial expressions may help to portray the gravity of a situation and their importance. Therefore, it is vital for the business staff to embrace friendlier facial expressions in order to maintain significant customer relations. Conclusion Clearly, poor communication between the team members and the customers affects the project success because the organizations do not achieve its objectives. The ignoring of this challenge as a matter of urgency will translate in to dismal performance by the employees and the project managers. Additionally, implementation of technological advancements may be beneficial, but verbal communication should couple with virtual communication to avoid any misgivings. Lastly, the customers and the business suffer equally when there is communication breakdown between the stakeholders since it weakens the communication channels. Sequentially, effective communication becomes the vital pillar in ensuring that a business stays afloat in market. References Campbell, G. M. (2009). Communications skills for project managers. New York: AMACOM. Dow, W., PMP., Taylor, B. (2010). Project Management Communications Bible. New Jersey: Wiley. Frater, G. (2003). GCSE business and communication systems. Cheltenham: Nelson Thornes Ltd. Griffin, R. W. (2011). Management. Mason, OH: South-Western Cengage Learning. McConnell, S. (2010). Rapid Development: Taming Wild Software Schedules. Sebastopol: Microsoft Press. McConnell S. (1996).Classic Mistakes Enumerated. Retrieved from 30 October 2012 http://www.stevemcconnell.com/rdenum.html Wall, P. (2005). As communications Studies: The Essential Introduction. London: Routledge. Read More