...Fundamentals of Effective Communication in the Workplace Jo Ann Richardson Shayne Narjes, PhD Introduction to Business November 7, 2015 Abstract Lowe’s Companies, Inc. has been helping customers with home improvements since founded in 1946. As a company, Lowe’s has been through a multitude of changes, reflecting the ever-evolving business and technology environment. Without high level communication skills, Lowe’s would not be able to successfully roll new information down to all levels. Actively teaching the communication skills through training and development starting at the top of the company with the CEO and Board of Directors, numerous levels of management, all the way down to a part time hourly associate. Recently, due to all the changes the company has experienced, Lowe’s felt the companies’ purpose has gotten lost. Lowe’s rolled out the program, “Helping People Love Where They Live” (Lowe’s, 2015) and “Helping Associates Love Where They Work.” (Lowe’s,2015). The defining of company purpose was debuted to store level management at the National Sales Meeting in February 2015. This was followed by a company-wide push to communicate purpose to all levels of Lowe’s employees and customers. The effectiveness of this communication was in its multi-channel development: verbal, electronic, and interactive. Fundamentals of Effective Communication in the Workplace Individuals working in a business environment need to effectively use verbal communication employees readily...
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...MOHAWK NATIONAL BANK Question 1: How do you implement change in a bank? In a traditional organization of Mohawk National Bank, the main problem is that there is no communication and cooperation between departments due to absence of a project manager, who could act as focal point for the integration work. For solving their problem Mohawk National Bank is thinking to consider a new organizational structure: matrix organization. The main obstacle of this project is the hostility at change of most of the employees. For overcome this obstacle Bank top-managers have to find a Project Manager that can motivate and convince people that this change it is important and necessary for Bank’s business life. The first step is to select the right people within the organization. Looking carefully at the interviewed of the most competent employees it seems that nobody it is perfectly suitable for the project, so it is fundamental the support of top Management. Top Management have to choose one of those in trial for some month and then decide if assigned him/her permanently to the position of Project Manager. Question 2: What are some of the major reason why employees do not want to become project managers? Banks are generally traditionalist and regimented, mainly due to strict rules, policies and procedures. Also employees have got similar characteristics: many of them have been in Mohawk Bank between 20 and 30 years and for this reason they will resist to change and fight the...
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...Workplace, Communication and Diversity Vanessa J. Bailey BUS 600 Prof. Sean O’Leary June 8, 2014 Diversity, by definition, has three meanings. According to Collins English Dictionary (website:http://dictionary.reference.com/browse/diversity), diversity means: (1) the state of quality of being different or varied; (2) a point of difference: and (3) the relation that holds between two entities when and only when they are not identical; the property of being numerically distinct. For many of us, however, when we hear the word diversity we immediately associate it with our work environment and maybe even associate it directly with race and ethnicity in the work place. Multicultural diversity is no longer defined by race and ethnicity alone. In today’s workplace, it is important to also include age, gender, sexual orientation, education, religion and life experience (Okoro & Washington, 2012). With a better understanding of how inclusive workplace diversity has become, companies and corporations can now put greater emphasis in effective interpersonal and group communication as it is essential in today’s success (Okoro & Washington, 2012). As future managers and leaders, it is vital to understand communication and the foundation it provides for business, managerial and organizational communication. All three have a lot in common as well as overlap, in their intended functions (Reinsch, 1991). As Reinsch (1991) put it: “organizational communication is communication...
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...Communication In My Workplace The Effects of the Communication Climate and Strategies to Obtain Feedback on Employee Ethics and Morale David Gilley Thomas Edison State College Managerial Communications/Man-373-OL012 June 9, 2012 Professor Lampman COMMUNICATION IN MY WORKPLACE 2 Abstract The purpose of this paper is to evaluate my current workplace in the light of the theories and characteristics of managerial communication that I am currently studying, and to identify and illustrate two characteristics of communication that I have observed first-hand. I have chosen the communication climate, and the importance of feedback and measures of effectiveness as the topic of my paper. I intend to show the current problems which are rooted in ineffective communication, and apply the most effective theories of managerial communication. I will discuss a top-down communications strategy for management, as well as some ways that employee initiative can improve the situation. COMMUNICATION IN MY WORKPLACE 3 The Effects of the Communication Climate and Strategies to Obtain Feedback Upon applying strategic analysis to my workplace, a group of clinics owned by a mid- sized community hospital, I have identified two characteristics of communication which need to be improved. A focus on improving these characteristics only would create a more productive work environment, which is the main goal of management, but would also...
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...INTRODUCTION Effective communication is an essential part of a smoothly running business organisation. Effective communication is important in an organization because it creates mutual understanding environment between the management and employees. Directly, it also helps in increasing the employee's productivity. Communication involves the transmission of information from a source (or a number of sources) to receivers. The information is communicated in the form of a message. In the modern organisation there will be multi-channel flows of communication. Increasingly these interactions will be carried out by electronic media such as through a sales website, e-mail communications and other means. DEFINITION Communication is the sharing or exchange of thought by oral, written, or nonverbal means. To function effectively, managers need to know and be able to apply strategically a variety of communication skills that match varying managerial tasks. These tasks might call for nonverbal, presentational, or written skills as the manager meets others, speaks at meetings, or prepares reports to be read by clients or those higher on the organizational ladder. To work effectively, managers also need to know sources of information. Finally, managers need to understand the different communication channels available. Effectiveness of communications depends on 1.The clarity of the message. 2.The quality of the medium used to transmit the message. The medium is the means of communicating...
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...becoming the norm. Although this brings many rewards it also introduces challenges for both workers and management alike. All managers know that motivating their staff is the key to a successful business. To do this, they must understand what drives their staff. But what if their staff, seem to think and behave in unexpected ways? This can happen when people from very different cultures work together. Organizations are beginning to realize the importance of training their managers to become intercultural competent in order to ensure their staff continue to be motivated and productive. 1. Managing culture / making culture work for you An understanding of culture in organizations can offer insights into individual and group behavior, and leadership. It can help to explain not...
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...Understanding the Management Role in the City and Guilds of London Institute (‘City & Guilds’) Contents Page The organisation in relation to its purpose and its stakeholders 2 Purpose of City & Guilds 2 Key stakeholders 2 Structure of City & Guilds 3 Rationale for structure 4 The role of management in achieving goals 5 City & Guilds goals 5 Responsibilities of middle managers in City & Guilds 5 Manager’s responsibilities linked to organisational goals 6 Effect of communications and interpersonal relationships on 7 managerial performance Importance of interpersonal relationships 7 Importance of effective communications 8 Ensuring effective team communications and interpersonal skills 9 Development opportunities 10 Critical appraisal of personal skills and attributes 10 Areas for development 10 Development plan 11 References / Bibliography 12 1.0 The organisation in relation to its purpose and its stakeholders 1.1 Purpose of City & Guilds City & Guilds is a leading vocational awarding organisation for work-based qualifications, committed to offering high quality qualifications across a wide range of industrial sectors, through 8500 colleges and training providers worldwide. City & Guilds Group also includes the Institute of Leadership & Management, the UK’s largest management body, combining industry-leading...
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...Communication in your Career Field Report Patrick R. Kennedy Baker College Table of Contents Executive Summary Introduction Findings Conclusion References p. 3 p. 4 p. 4 p. 8 p.10 Executive Summary Effective communication is paramount for success in the field of Supply Chain Management. Continual communication between employees, managers, buyers, and customers is necessary to ensure processes and procedures are being followed. Proper, effective communication is the foundation for a strong and successful supply chain which increases the company revenue. There are a number of methods for communicating which include, but are not limited to; email, telephone, text messaging, face-to-face meetings, and virtual meetings. This paper examines effective use of the communication practices in the supply chain field. It will further cover technology’s contribution to the supply chain field as well as the importance of tailoring your message to your intended audience. Information was gathered from multiple online journal articles, the textbook Business Communication: Process and Product, and two personal interviews from key members of the supply chain at Boyne Resorts. Introduction There are many different ways communication can be done in the workplace and each medium of communication has its own role, all being equally important. Supply chain managers utilize email, face-to-face meetings, virtual meetings, phone calls and text messages to remain in contact with...
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...Pages Introduction 02 Acknowledgement 03 Task 1 1. Define quality in terms of business and services provision…………………… 04-06 2. Define quality in terms of customer satisfaction……………………………….. 07-09 3. Explain how quality management can be measured………………………….. 10 Task 2 1. Describe the rationale underpinning four quality schemes commonly adopted by commercial operations……………………………………………………………. 11-15 2. Identify the main similarities and differences between four quality management systems…………………………………………………………………………….. 16 3. Explain the importance of communication and record keeping in quality schemes…………………………………………………………………………… 17-19 Task 3 1. Asses the information made available to customers and the importance given to effective marketing………………………………………………………………. 20 2. Evaluate the benefit of user and non-user survey in determining customer needs……………………………………………………………………………… 21 3. Examine the methods of consultations employed in one quality scheme to encourage participation by under-represented groups……………………………………… 22-23 4. Investigate the value of complains procedure at two different centers and analyze how each is used to improve quality……………………………………………… 24-25 Task 4 1. Identify the role of self assessment in order to determine an organization’s current ‘state of health’………………………………………………………………………. ...
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...In order to have a productive and successful place of business the employees must be happy. Studies show that when employees are motivated and feel valued they are loyal and engaged in the company. Additionally when people feel appreciated at work they are absent less often, perform better, and are more supportive of changes. The personality and managerial skills of management has a big influence on the overall morale of the workplace. Good Managers are essential to the workplace. Not only are managers looked to for guidance they are also, in essence, role models for the employees. People learn how to handle specific situations, present themselves and even communicate from their managers. In most cases, the personalities of individual departments within a company mimic the managerial and personality style of its manager. With that said, the relationship between employees and managers should be professional. It should not however, be so restricted that employees are intimidated or even afraid to speak with their managers. An open line of communication between management and staff is very important. How else will an employee be able to get the help needed to ensure that they are performing their job accurately? “The importance of effective communication for managers cannot be overemphasized for one specific reason: Everything a manager does involves communicating. Ineffective communication skills can lead to a continuous stream of problems for a manager” (Robbins, DeCenzo, & Coulter...
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...The role of communications in business success The importance of effective communication Rudyard Kipling once described words as “the most powerful drug used by mankind.” It is a sentiment with which staff of Levi Strauss can sympathize. Many of them have become members of Toastmasters, a nonprofit organization dedicated to improving communication and public-speaking skills. Levi Stauss is one of a growing band of companies which recognize the importance of effective communication. KPMG Accountants has developed a telephone-skills course for administrative employees. It includes a humorous videotape entitled “Telephone Behavior: the Power and the Perils,” and role playing which allows employees to share positive experiences and frustrations. The course emphasizes the three stages in many telephone conversations – the “verbal handshake,” imparting the message and offering help. Federal Express has improved the selling capabilities of its audit staff by having the sales staff provide them with training. General Electric has developed a three-day class to train auditors to become effective facilitators. And Motorola has a course on dealing with difficult people. It aims to help auditors to handle situations in which the people being audited do not want to hear the recommendations being made. Abstract Research and experience show that employees are most highly motivated and make their greatest contribution to the business when there is full and open communication at the workplace...
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...relationship marketing 7 Benefits of Individualisation 8 1.1. to the organisation 8 1.2. to the consumer 8 Application of CRM 10 1.1. Electronic Customer Relationship Management (eCRM) 10 1.2 CRM and Supplier Management 10 1.3 Customer Relationship Management and the Marketing Plan 11 Conclusions 13 Bibliography 14 Introduction The study of marketing is one that has been fixed on an evolving range of marketing segments over the last fifty years or so. A look at the progress of the changing focus of marketing shows a considerable shift in thinking. In the 1950's marketers were mostly focused on consumer goods, while the 1960's saw a shift towards industrial markets. In the 1970's effort was focused on non-profit or societal marketing, while in the 1980's the services sector received increasing attention. This leads us to the 1990's and through to the present where relationship marketing is the new focus of marketing. It has evolved from other forms of marketing and has countless benefits for businesses that use the relationship strategy. It is limitless in the type of businesses it can be adopted by with new technology and media making it even more popular. Over the last few years, a number of concepts have been applied to the new customer management models emerging, via technological advancements, to...
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...TASK 1 Q. Explain how the psychological contract can be integrated into Wheeler Motor Services Limited considering the significant amount of negative feedback from staff and the challenges that management are facing? INTRODUCTION The purpose of this task is to explain how the psychological contract can be integrated into Wheeler Motor Services Limited considering the significant amount of negative feedback from staff and the challenges that management are facing. I will start by defining the term psychological contract which is referred to as the shared beliefs, informal obligations, and perceptions between an employer and employee. It sets the elements for the relationship and characterizes the point by point reasonableness of the work to be finished. Specifically concerns mutual expectations of inputs and outcomes. The Psychological Contract is commonly gotten from the views or feelings of workers, although a full appreciation requires it to be grasped from both sides. It is the fairness or balance between how the employee is treated by the company, and what the worker puts into the job. It is “the individual beliefs, shaped by the organization, regarding terms of an exchange agreement between individuals and the organization” (Rousseau, 1995, p. 9). It differs from a formal contract in that it reflects the beliefs, ideals and values held by the individual which lead to a set of unstated expectations about the workplace (Kickul, 2001; Roehling, 1997). The diagram above...
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...‘‘Business communication is a term that can be defined as the contact between the people in an organisation for the intention of carrying out the business activities. It is used to promote a product, service, or organization as well as pass on information within a business or work as an official statement from a company’’ (Business Communication, ask.com, 2013). Good communication skills are imperative for any business. In fact, these skills can often mean the difference between success and failure. There are two main types of business communication. Internal communication Internal communications is the function responsible for effective communication among participants within an organization. Also it refers to the sharing of information within an organization for business purposes. For example, internal communication within a company can take place via speech, telephone radio, mail, paging, fax, closed circuit television, electronic mail, Internet connections and computer networks. There are two sides to strategy in internal communications. In the first instance there is the organization's strategy — what it hopes to achieve and how it plans to go about achieving it. That strategy will be supported and, to some extent, delivered through effective internal communications. In this context internal communication can help on several different levels: * Tell: simply informing people of the direction, non-negotiable * Sell: anticipating some form of backlash, requiring...
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...Question 1 Importance of Communication in an Organization Communication is one of the basic functions of management in any organization and its importance can hardly be overemphasized. It is a process of transmitting information, ideas, thoughts, opinions and plans between various parts of an organization. It is not possible to have human relations without communication. However, good and effective communication is required not only for good human relations but also for good and successful business. Effective communication is required at various levels and for various aspects in an organization such as - For manager – employee relations: Effective communication of information and decision is an essential component for management-employee relations. The manager cannot get the work done from employees unless they are communicated effectively of what he wants to be done? He should also be sure of some basic facts such as how to communicate and what results can be expected from that communication. Most of management problems arise because of lack of effective communication. Chances of misunderstanding and misrepresentation can be minimized with proper communication system. For motivation and employee morale: Communication is also a basic tool for motivation, which can improve morale of the employees in an organization. Inappropriate or faulty communication among employees or between manager and his subordinates is the major cause of conflict and low morale at work...
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