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University of The People BUS 5113 Organizational Theory and Behavior Term 4, 2019-2020
University of The People BUS 5113 Organizational Theory and Behavior Term 4, 2019-2020
University of The People BUS 5113 Organizational Theory and Behavior Term 4, 2019-2020
Assignment 4
Analyze business communication case and apply communication techniques and concept that will identify lapses
Introduction
Communication is a process.
It is commonly defined as “the exchange of thoughts, ideas, feelings, information, opinions, and knowledge”.!
In communications, a channel is the means of passing information from a sender to a recipient. Determining the
foremost appropriate channel, or medium, is critical to the effectiveness of communication as it includes the
involvement of both the internal and external stakeholders of the organization. Effective Communication helps
with planning, implementing, controlling, educating, motivating, leading, organizing and socializing in an
organization. Managers must efficiently communicate to their team members and subordinates about the plans or
Communication channels can either formal or informal and include both oral means such as telephone calls and
Solution
Identification of issues
I. Supervisors and employees were facing low quality of mail sortation resulting in mis-sorted, mis-
II. Delivery was being delayed and mail returns were unacceptably high.
III. Machine performance was substandard and overtime usage and maintenance cost was high.
IV. Management staff did not participate nor did the employee were aware about the implementation
plan.
V. Employee performance was not being addressed for fear of union shop intervention. Customer
Ineffective and substandard communication specific to no clear and limited instructions between
leadership and the management. This affected the line of communication between the management
team and the supervisors and supervisors and the ground team members. So clearly what was
decided by the leadership (focusing only on profit) was not fully and correctly implemented by the
employee due to a lack of communication thus resulting into a low quality of work which was
Face to face communication: This is often the most effective channel to use for complex or
emotionally charged messages, because it allows for interaction between leadership and recipients
to clarify ambiguity. A speaker can evaluate whether an audience has received his message as
intended and ask or answer follow-up questions. This was clearly missing here.
Case study – Communication
Electronic Communication: the use of effective communication devices, and channels was
missing in this case study. The leader should have adopted the use of electronic mails to provide
employee handbook would have help the employees in knowing what to except thus can be guided
Revisited the company strategic plan and create a communication plan to align with it. To develop
this communication strategy, the management must link their communication plan to their strategic
plan through the several channels-written, electronic etc. as well as through the mission and vison
statement, its strategic goals and objective and the corporate brand. Senior management must
understand the communication flowing, hear the subordinates, seek input from all stakeholders,
expect, address and provides feedbacks, maintain consistency and also to plan strategically to have
the breakthrough goal of 98%. In achieving this goal, training is important while clear and
measurable target is set. Of course, job roles must be clear. At each level, there should be a
transparent communication and updates on the daily tasks. This would help everyone to be aware of
The company need to have a staff retreat and outline the revised strategic plan along with the
communication plan. At this retreat, all employees should be allowed to voice their grievances while
making recommendations which the leadership must commit to take on board to enhance its
communication strategy.
Training must be provided for the staff and a mechanism such as the Intranets can be used to store all of
as weekly meetings and through the use of electronic communication such as the use of emails.
And there must be monthly written report submitted for analysis from the bottom going up.
CONCLUSION
The ultimate objective is to ensure that there is a free flow of communication between the leadership and
the employees and the effective implementation of a communication plan align with strategic plan can
aid in improving communication in this organization by adopting the appropriate communication channel
Reference:
1. Robbins, S. P. (2001). Organizational behavior, 9th ed. Upper Saddle, NJ: Prentice-Hall.
2. Boni, F. (2016). The utopia of communication: The myth of communication as a positive value. In Bait
M., Brambilla M., & Crestani V. (Eds.), Utopian Discourses Across Cultures: Scenarios in Effective
Communication to Citizens and Corporations (pp. 27-42). Frankfurt am Main: Peter Lang AG.
3. Retrieved Lægaard Jørgen (2006). Organizational theories, 1st ed, Mille Bindslev & Ventus Publishing