Organisational Communication Processes - Case Study Example

Communication success and failure of the Table of Contents Introduction 3 of the communication scenario 3 Scenario 1- Successful communication 3 Scenario 2- Unsuccessful communication 3 Evaluation 4 Analysis 5 Communication type 5 Self awareness, assertiveness and listening 5 Meetings and presentation 6 Culture and mediated communication 6 Whistle blowing and crisis communication 7 Power influence 7 Suggestions for improvement 7 Conclusion 8 References 9 Introduction Communication is the process through which ideas, thoughts and information can be passed on from one individual to another. Organizational communication plays a critical role in coordinating the different activities of an organization and effectively meeting the goals and objectives of the firm. In order to meet organizational goals in a successful manner, it becomes essential that important information is interpreted with consistency. Mangers are therefore required to use effective channels and methods of communication so that information is clearly interpreted and understood by employees. The ultimate aim of successful organizational communication is to delegate information in a timely manner, facilitate easy interaction between different components of the firm and also to motive employees to perform better. Leadership, team interaction, communication networks, culture and learning are important areas of study in the field of organizational communication. The aim of this essay is to analyze the factors relating to the success and failure of organizational communication using real life examples (Shockley-Zalabak, 2011). Description of the communication scenario Scenario 1- Successful communication The incident occurred when Alex joined a company for the post of financial analyst. He was assigned to a team of five members. As per the terms of recruitment, Alex was required to undergo one month’s training. Since the very beginning of the training period, Alex was experiencing lack of corporation from the team members. The team leader was not keeping track of his training and did not take adequate efforts for assigning him under a fixed employee. At the end of the second week, the process manager had asked Alex to attend a meeting with him regarding the progress of the training. During the meeting Alex stated the problems that he was facing. The manager then decided to have a talk with the entire team. He then came to the realization that due to work pressure, employees found it difficult to manage their daily work and also provide training simultaneously. The manager then selected one individual from the team and assigned him as Alex’s trainer. He also made the necessary arrangement for reducing the daily work load of the employee who was assigned as Alex’s trainer so that there was ample time to meet the training needs. Scenario 2- Unsuccessful communication John had once taken up a part time job at a retail store, in the customer service department. During one of his shifts, an aggrieved male customer came in with a pair of jeans stating that they were defective and the stitches were ruptured at many places. The customer demanded an exchange for the product. John immediately called a salesperson and asked him to bring another pair of jeans of the same size, colour and brand. The salesperson however took a long time in finding the exact match. He was not prompt and was wasting much time in chatting with other salespersons. The customer was further annoyed by this and raised a complaint with the store manager. The store manager became furious and warned John and the salesperson regarding cancellation of their allowances. Since the customer left the shop unsatisfied, the communication was unsuccessful. Evaluation In scenario 1, it was seen the following factors had led to successful communication. Presentation- Alex had presented his problems to the manager in a methodical way, at a formal meeting. The discussion was therefore taken much seriously. Channels- Alex used the formal channels of communication for solving the issue. Talking to the manager or the team members informally could not have helped Alex much and might have led to the development of misunderstandings. Also the manager had sought to talk with the team as a group rather than individually which was seen to be justified under the given circumstances facilitating clarity of information (Smidts, Pruyn & Van Riel 2001). Completeness- Since the communication led to effective actions taken by the manager, the communication was complete and led to the faster and prompt implementation of the remedial measures (Jablin & Putnam, 2000). The factors which led to the unsuccessful communication in scenario 2 stated above were seen to be as follows: Lack of seriousness and clarity- John had not insisted the salesperson to finish the work promptly and perhaps the salesperson did not know that there was a customer waiting to collect the exchanged garment. As a result the salesperson did the work casually. John should have provided instruction clearly (Yazici, 2002). Lack of team-spirit- While working in an organization, employees are required to understand that the manner in which they function, effects other team members and employees as well. Employees of the retail store where John was working lacked this sense. This might have arisen out of lack of motivation and team-spirit. Lack of leadership- Effective leadership ensures that information is communicated correctly and work gets done swiftly. John lacked the sense of leadership and thereby failed in meeting the needs of the customer satisfactorily (Miller, 2014). Analysis Communication type The manner, in which an organization communicates, depends largely upon the characteristics of work performed and the attitude of the senior members of the firm. Most organizations encourage both formal and informal styles of communication within the organization. Formal communication style is preferred when important information is disseminated or during crucial decision making processes. Majority of the communications within an organization is done in a formal manner. However, most firms also promote a certain degree of informal communication within the organization. The informal pattern of communication motivates employees to present their thoughts and ideas without much hesitation. A sense of belongingness also gets development through informal communication. However employees must use their diligence and determine properly when to use informal communication. In the example cited above, Alex had used the formal communication pattern for solving the issue which was deemed effective. Non verbal communication also plays a significant role in the manner in which information is passed. Non-verbal communication refers to the body language and gestures which are used during communication. The sense of dedication and seriousness often get reflected through such non-verbal communication. When employees communicate verbally, it is required that they use appropriate words and speak clearly. Verbal communication plays an important role when employees give presentations. Successful verbal communication requires being precise and clear (Conrad & Poole, 2011). Self awareness, assertiveness and listening Existence of self awareness regarding ones strengths and weaknesses leads effective communication. Employees and managers are also required to be assertive while communicating. This facilitates inducing others for getting the work done, without the infringement of rights. In the above discussed scenarios, John seemed to Lack the sense of assertiveness due to which the work could not be completed on time. Listening to what others say is also an important component of effective communication. It is possible to link different ideas or aspects of a discussion only if we listen to others carefully. It also helps in noting important issues and differences. In scenario 1 discussed above, Alex’s manager took the time and the willingness to listen to the problems of the employees, as a result of which the issue could be solved in a rightful manner (Griffin, 2003). Meetings and presentation Meetings play an important role in taking organizational decisions and in the dissemination of information. Meetings are also seen to be carried out on a ritualistic basis for appraising performance and ensuring uniformity of work. Effective meetings involve discussing important issues and seeking remedial measures for the same. Meeting also facilitate giving and receiving feedback which is an important function to be performed by managers. In scenario 1 discussed above, it was seen that Alex’s manager preferred to have a meeting with Alex as well as his other team members for solving the issue. Meeting also encourage group bonding and cohesion amongst team members (May & Mumby, 2005). Presentations are an important tool used by employees and managers for conducting performance review, training staff members and demonstration of ideas and strategies. An effective presentation requires being short and simple with clarity of information. It needs to be prepared with minimum number of words and data. Individuals explaining a presentation needs to communication information verbally without reading what is written in the slides. However the slides used in a presentation should convey the root messages (Cheney, 2000). Culture and mediated communication Communication gets adequately influenced by the culture which exists within an organization. One of the essential characteristics of a sound culture is reflected in the manner in which information is shared. Culture and communication are relative aspects. The existence of a sound communication process fosters the development of positive relationships between employees (McPhee & Zaug, 2001). Many at times communication may not occur between employees on a face to face basis. Different types of mediums are used to share information when employees are separated by distance such as video conferencing. The medium of communication used may impact the manner in which interaction occurs and the potential outcome of the communication process. Mediated communication such as through e-mail and chats are often considered as an easy and fast means of transmitting information (Teeni, et al., 2001). Whistle blowing and crisis communication Whistle blowing is a process by which employees disclose immoral or illegal practices of the organization. In many organizations employees are encouraged to report activities which are not ethical. Whistle blowing is perceived to be an effective way in which organizations norms can be reinstated. In scenario 1, Alex had played the role of a whistle blower in order to bring an existing organizational issue into the limelight. However the whistle blowing technique is deemed successful only if the management can take active measures for solving the issues. If the management is seen to be less serious regarding whistle blowing, employees might not be motivated to report different issues (Zorn, 2002). Crisis communication is important for solving urgent matters which have negative consequences upon the organization. It has been seen that the important aspects of the company If timely measures are not taken, the crisis situation might get aggravated and impact the organization in a negative manner. Therefore the existence of an effective crisis communication system is extremely important (Papa, Daniels & Spiker, 2008). Power influence Power may influence the manner in which subordinates communicate with their superiors. If superiors have coercive and legitimate power, it may influence employees to refrain from open communication. On the other hand referent power promotes open communication as it is based upon loyalty and respect. In scenario 2, it is can be observed that John’s manager exerted coercive and legitimate power when the customer raised a complaint. This leads to fear amongst employees which hamper effective communication. Such an environment may not motivate employees to perform better than what is expected from them. Suggestions for improvement In scenario 2, it is seen that the organization lacks effective leadership. As leader’s employees must themselves understand different issues existing in the firm and take required actions. John should have communicated the issue in a more serious manner to the salesperson so that he would have been more prompt in fulfilling the task. The lack of seriousness of the salesperson also reflects that organizational activities are not effectively monitored. Employees are less serious regarding their work which leads to a number of mistakes. Measures are only taken when a complaint is raised. Such an organizational environment may not be suitable for growth. As a result the manager must establish a proper monitoring and reporting system which regulates all the activities of the firm. Such a communication system would help the management to appraise performance and solve issues as and when they emerge. Managers must establish suitable reward systems for employees who display leadership qualities for solving various issues (Monge & Poole, 2008). Conclusion Managers are required to establish a communication pattern which is conducive of growth. There must exists managers must ensure that they do not underestimate employees in the manner in which they communicate with them. Successful communication results in positive employee engagement. Communication also depends upon the size of the organization. Large organizations are required having decentralized system of communication so that information gets disseminated quickly. Experts are generally of the opinion that communication tends to remain well established in a learning organization. Successful communication creates adequate balance between advocacy and inquiry. This fosters innovative mentality and encourages organizational members to be proactive. References Cheney, G. (2000). 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