Improving Communication in Organizations

The assignment discusses the need for HR to adapt communication principles in an organization to improve customer experience. It emphasizes the significance of proper communication systems in managing conflicts and miscommunication between staff and employees. The document also highlights the importance of teaching soft skills to business students, including teamwork and collaboration. References to relevant books, journals, and online sources are provided to support the discussion.

BUSINESS
COMMUNICATION

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Explanation and analysis of principles and purposes HR director would need to consider in a
communication strategy..........................................................................................................3
The general characteristics that participants must have to be effective listener and effective
speaker during a meeting........................................................................................................5
TASK 2............................................................................................................................................7
Strength and weakness in terms of communicating, both orally and in writing in a business
context....................................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES ...............................................................................................................................9

INTRODUCTION
Business communication is the strategy of formal communication within or outside the
organization for the purpose of commercial benefit. This type of communication is necessary
because of the meetings, interviews, group discussion and speeches (Business communication.
2018). The company to which context communication of business is explained is Sport love.
This is an independent organization in London which is concerned about the poor
communication of staff. HR director of sport love has written a report on the effective
communication within the business organization. Principle and purpose of communication
strategy and general characteristics of effective listeners and effective speakers are explained in
this report. Apart from that, strength and weakness in terms of communication, both orally and
writing is also explained in this report.
TASK 1
Explanation and analysis of principles and purposes HR director would need to consider in a
communication strategy.
The HR director of Sport love company is very concerned about the effective
communication of employees among them and with customers. Since all the employees of
company belongs to different countries therefore the issue is there among the employee to
communicate with each other (Anders, 2016). The effect of this miscommunication among the
employee causes negative impact on the customer experience. The communication principles and
its purpose is required by the HR to make communication strategy effective.
The principles of communication:-
 Concreteness:- This principle is all about to have a clear message. It’s very
essential to have clarity in message (Anthony and Garner, 2016). Whatever
information they want to convey to their customer nothing should be left in that.
The information is based on research data and figures. The information which
they want to transfer to their subordinates have to base on factual materials.
 Completeness:- The information which float among the subordinates that must be
complete and precise which avoid the conflict situation between the management
and subordinates. If the information is complex then description & explanation
have to be attach with that information.

 Courtesy:- The language which is used by employee towards the subordinates or
customer have to show some respect which makes the communication effective
(Goodman, et, al., 2015). And the customer experience is also not get effected
because of the communication.
 Correctness:- The language have to be correct then only it will be preferred for
communication. In business while communicating in written form like emails,
mails, and letters the grammatical mistakes have to be avoided. The correct use of
words, verbs and the language makes the communication more trustworthy and
the person between communication take place feels that have been taken
seriously. This will also reduce the negative impact on customer behaviour.
 Clarity:- The language which is used have to be clear and precise. The
communication which take place between the employee and subordinate should
use short sentences, concrete words and explicitness to avoid the future conflict
between them. And message which they want to convey to their customer have to
short and clear.
 Consideration:- It is very important for management to consider the receiver's
nature while compiling a message by keeping themselves in receiver's place
(Katan, 2014). The person should have customers professional knowledge,
interest, age and level of education.
 Conciseness:- The information which float among them shouldn't varied, it will
create confusion between them . To make business communication effective the
HR need to use the clear and consistent statement which reduce the conflict
between employee as well as negative impact upon the customer experience.
The purpose of communication:-
To create effective communication scenario after which the miscommunication issue
reduce and by which customer experience will not be effected. Developing good human relation:- As the manager and workers are required to work
together by which they exchange their ideas, thoughts, and perception towards the
situation (Kliegl and Weaver, 2014). Communication is helpful for them to understand
each other better. The HR of sport love use effective communication to maintain the
good relation with each other or with customer.

 Helpful in decision-making:- To make decision effective the proper vital
communication is required to collect the information whether its related to staff or
customer. It will help management of Sport love to make an effective decisions which in
results maximising the possibilities of gaining profitable outcome in near future.
 Motivates and coordinates:- The effective communication is helpful in motivating
employee to accept the change in their attitude and behaviour. This also helpful in easy
coordinating with each to reduce the negative impact upon customer. Thus, the
management of Sport love should adopt various motivational theories such as Maslow
theory of motivation etc. in order to encourage their employees to perform with best
efforts and dedication.
The general characteristics that participants must have to be effective listener and effective
speaker during a meeting.
In workplace meeting huge amount of information flow which requires to be understand
and interpretation should be clear (Molloy and Heath, 2014). The participants need to develop
the strong listening as well as speaking skills to maximize effectiveness of meeting. These will
create the effectiveness in the sport love company and HR is required to understand this
appropriately.
Characteristics of effective listener during meeting:- Focus on meeting:- The meeting have less distraction which effects the attention span.
During the meeting of Board of directors and employees of Sport love, everybody should
put their phone on silent in order to avoid disturbances that may occur due to vibration of
phone because when it vibrate create distraction and focus will be disturbance. The
listener has to make eye contact and face speaker directly. The listener should sit in
upright position to exhibit the attractiveness. Ask for clarification by rephrasing:- The listener should ask the question from the
speaker but after they allow listener to ask. The expected question has to be prepared
before going to the meeting which is an incentive for listener to listen more attentively
and carefully. Keep an open mind:- The bias, ego and preconceived notion stops the listener or
employee of Sport love to listen the speaker (employer) point of view. The listener

should increase the ability to aside ego and notion to listen speaker effectively. This will
allow them to listen the speaker point of view clearly and understand their views openly.
 Look at body language:- The body language is a key role in communication, the listener
should pay attention to the speaker's posture and gesture to determine the emotion. The
listener or employee of Sport love should keep their eye and ear open to understand the
full message behind that.
Characteristics of effective speaker:- Being Prepared:- The speaker have to be well prepared before the meeting with the
presentation. But speaker have to be confident to overcome the setbacks. It also includes
that what's the venue and speaker also know about the equipment’s that are being used.
For example, presentation made by employee of Sport love about the particular topic that
should be discussed under the meeting should be well prepared so that any questions
asked by other participants will be answered with an evidence. Know the audience:- The speaker should know the audience by giving them time to ask
the question and exactly what listener want to know (Ortiz, Region-Sebest and
MacDermott, 2016). This will create the connection with the audience and get to know
what they have to deliver to their listeners. Total package:- Successful speaker always maintain the eye contact, good gesture will
be used, perfect body language and the voice to enhance their verbal message. Through
these way listener is able to connect with speakers at all level. Good stage presence:- The successful speaker can speak and move competently as well
as confidently on the stage (Reed, Goolsby and Johnston, 2016). By this listener will
more attracted to them and they own that area with the confident and controlled persona. Practices, don't memorize:- The speaker always try to understand the matter rather than
memorizing. If unexpected happen during the meeting the speaker will not be able to
comment, if speaker learn the content.
 Speak in a natural voice:- The connections can be broken if the speaker seems fake or
too perfect. Speaker should always use conventional tone to attract the listener and make
the organisation staff more effective. For example, during presentation speaker or

employee of Sport love should answer asked questions from the employer in
conventional tone.
TASK 2
Strength and weakness in terms of communicating, both orally and in writing in a business
context.
Oral communication is used everywhere in the world. But the oral communication which
used in the business have to be precise and formal. While communicating orally the speaker have
to speak appropriately (Reinsch and Gardner, 2014). The subject has to be certain to avoid the
conflict. The topic and the content have to be pre planned to communicate effectively with the
audience. The written communication requires a lot of efforts but the spontaneous writing needs
long practice and patience. The written communication is indispensable. The information can be
exchanges between subordinates and managers through the letters, notes, memos, reports and
emails. It’s very important to create effective writing communication skill to influence the
employee or motivates them.
Strength and weakness of HR while communicating orally and in writing
Basis Strength Weakness
Orally  As HR of Sport love, I can
easily convey my thoughts
and information’s to single
person or to small group. The
miscommunication is not
happen in this case.
 As HR of Sport love, I am
able to speak in the team
meetings where I can assign
the work using effective
words and sentences.
 In meeting with small group
of people I can maintained
 When it’s come to convey
the message to large group.
As a HR, I am not able to
convey the information
which creates the
misunderstanding and
miscommunication.
 As HR, I am not being able
to speak in annual meetings
of the company I feel
hesitation and fear from the
large group of people. Due
to this, my confidence level

appropriate posture, gesture
and continuous maintain eye
contact with people.
goes down and information
can't flow properly between
people.
Written  When its comes to write the
email. Its very easy for me as
HR of Sport love to make it
effective as it doesn't required
to put much information on
email.
 As HR of Sport love , I can
also prepare smalls notes and
memos effectively in the
organisation by using the
strong words and respect
towards the receivers.
 It is very difficult for me as
HR to write letters and
reports for company. Where
the writing is required to
authenticated. Its become
very difficult for me.
 I am not able to write any
journals and report which is
going to published.
CONCLUSION
From the above report it would concluded that to improve the communication between
the staff the HR is required to adapt the communication principles in the organisation due to
which the customer experience will also not much affected. Through the proper communication
system conflicts do not arise. The strength and weakness of HR in oral and written
communication skill can help to manage the miscommunication and misunderstanding between
the staff and employee can treat their customer more effectively.

REFERENCES
Books & Journals
Anders, A., 2016. Team communication platforms and emergent social collaboration practices.
International Journal of Business Communication, 53(2), pp.224-261.
Anthony, S. and Garner, B., 2016. Teaching soft skills to business students: An analysis of
multiple pedagogical methods. Business and Professional Communication Quarterly,
79(3), pp.360-370.
Goodman, B.D., et, al., 2015. Interactive client computer communication. U.S. Patent 9,124,447.
Katan, D., 2014. Translating cultures: An introduction for translators, interpreters and
mediators. Routledge.
Kliegl, J.A. and Weaver, K.D., 2014. Teaching teamwork through coteaching in the business
classroom. Business and Professional Communication Quarterly, 77(2), pp.204-216.
Molloy, K.A. and Heath, R.G., 2014. Bridge discourses and organizational ideologies: Managing
spiritual and secular communication in a faith-based, nonprofit organization.
International Journal of Business Communication, 51(4), pp.386-408.
Ortiz, L.A., Region-Sebest, M. and MacDermott, C., 2016. Employer perceptions of oral
communication competencies most valued in new hires as a factor in company success.
Business and Professional Communication Quarterly, 79(3), pp.317-330.
Reed, K., Goolsby, J.R. and Johnston, M.K., 2016. Extracting meaning and relevance from work:
The potential connection between the listening environment and employee’s

organizational identification and commitment. International Journal of Business
Communication, 53(3), pp.326-342.
Reinsch Jr, N.L. and Gardner, J.A., 2014. Do communication abilities affect promotion
decisions? Some data from the c-suite. Journal of business and technical communication,
28(1), pp.31-57.
Online
Business communication. 2018. [Online] Available
through:<https://www.managementstudyguide.com/non-verbal-communication.htm>