Managing Communication

Note:- Harvard style All references should be from websites. (no books or journals pls) The answers should be related to a Maltese organisation (Namely Transport Malta)

MANAGING
COMMUNICATIONS

Contents
MANAGING COMMUNICATIONS.................................................................................................................1
INTRODUCTION...........................................................................................................................................2
MAIN BODY.................................................................................................................................................2
LO 1.............................................................................................................................................................2
P 1 ANALYZE THE KEY INFORMATION AND KNOWLEDGE REQUIRED BY THE STAKE HOLDERS OF TESCO
.................................................................................................................................................................2
P 2- EXPALIN THE SYSTEM USED FOR COMMUNICATING KEY INFORMATION AND KNOWLEDGE TO THE
STAKEHOLDERS........................................................................................................................................3
P 3 – ANALYSE POTENTIAL BARRIERS TO EFFECTIVE WORKPLACE COMMUNICATIONS IN TESCO..........4
LO 2.............................................................................................................................................................5
P 4- EVALUATE HOW COMMUNICATIONS IS INFLUENCED BY THE VALUES CULTURAL FACTORS...........5
P 5- EXPLAIN HOW TECHNOLOGY CAN BE USED TO BENEFIT AS WELL AS HINDER THE
COMMUNICATION PROCESS...................................................................................................................5
P 6 – EXPLAIN HOW POLICIES AND PROCEDURES CAN IMPACT ON THE COMMUNICATION PROCCESS.6
L O 3............................................................................................................................................................7
P 7- EVALUATE THE EFFECTIVENESS OF OWN COMMERCIAL SKILLS OF THE TESCO...............................7
P 8 – APPLY THE THEORIES OF INTERPERSONAL COMMUNICATIONS TO ONESELF IN THE TESCO..........8
P 9 – REQUEST FEEDBACK FROM OTHER ON OWN INTERPERSONAL COMMUNICATION SKILLS............8
P 10 – PLAN OWN PERSONAL DEVELOPMENT TO IMPROVE OWN COMMUNICATIONS SKILLS
BASED ON FEEDBACKS FROM OTHERS.........................................................................................8
LO 4.............................................................................................................................................................9
P 11- CARRY OUT A COMMUNICATION AUDIT FOR THE TESCO..............................................................9
P 12 – APPLY THEORIES OF ORGANIZATIONAL COMMUNICATIONS........................................................9
P 13 – CREATE A PLAN TO IMPROVE WORKPLACE COMMUNICATIONS..................................................9
P 14 – IDENTIFY MEASURES TO EVALUATE THE SUCCESS OF THE PLAN TO IMPROVE WORKPLACE
COMMUNICATION.................................................................................................................................10
CONCLUSION.............................................................................................................................................10
REFERENCES..............................................................................................................................................10

INTRODUCTION
The communications can be managed within the organization with the help of proper
planning, allocating all the required resources, revision, monitoring and providing channels of
communication. The management of communication can be done by designing the internal and
external communications within the organization. This designing of internal and external
communications helps a lot in doing business with other organizations worldwide. The
communication is managed by giving the required information about the work to task to the
employees of the organization. The information’s can be communicated to the employees by
sending e-mails, conducting meetings, providing telecoms on each cubical of the office so that
employees can give the information easily to each other.
Tesco is an British multinational brand which offers different products and services to
their employees. It is an multinational company with headquarter in England. The company was
established in the year 1919 by Jack Cohen.
MAIN BODY
LO 1
P 1 ANALYZE THE KEY INFORMATION AND KNOWLEDGE REQUIRED BY THE
STAKE HOLDERS OF TESCO
The knowledge and information required by the stakeholders of the Tesco which will be
helpful in managing communications are as follows:
 The stakeholders of the Tesco are divided into two parts. The internal
stakeholders and the external stakeholders. The internal stakeholders were having
the right to take decisions regarding the management system of the organization.
 The decisions of the organization which were affected by the external factors
such as market conditions, business environment, share markets etc. were taken
by the external stakeholders of the organization.
 The patterns of environment and business were emerging the different stake
holders which were having the different requirements regarding the information
of Tesco(Bhogal and et.al.,2015 ).
 The stakeholders of the Tesco requires the information about the financial data
like current ratio, assets liability, return on investments and profit margins on the
sale of goods and services of the Tesco.
 The stakeholders required these information because they have invested a lot of
capital in the business by which the wants to earn the profit.
 The internal stake holders of the Tesco needs information about the internal
factors such as manufacturing cost, performance of the employees of the

organization and organization as a whole in the market, information’s regarding
the recruitment and selection methods and policies, vacant post or vacancies in
the organization and salaries offered to the employees working in the Tesco
(Gillon, and et.al, 2018).
P 2- EXPALIN THE SYSTEM USED FOR COMMUNICATING KEY INFORMATION AND
KNOWLEDGE TO THE STAKEHOLDERS
The system used for communicating the key information and knowledge to the
stakeholders are as follows:
 E-Mails and letters
The e-mail and letters are the fastest source of giving information’s to the stakeholders of
the Tesco. The E-Mail gives information’s with the help of upward and downward
communication to the employees of the Tesco. Both the internal stakeholders and
external stakeholder can get information effectively because of e-mails. The directions
and notices are explained in brief to the employees of the organization.
 Meetings and Briefings
The meetings and briefing are done by conducting meetings of all the employees and
shareholders of the Tesco. It is an internal way of communication by which the
employees can get all the information in brief by the person who is conducting the
meetings(Lear, E. and et.al.,Inc, 2018).
 Appraisals and Interviews
The appraisals and interviews are important part for the employees who are working in
the human resource management of organization. The stakeholders of the Tesco have the
right to do recruitment of the current working employees according to their performances
and appraisals.
 Trainings
Trainings comes in the downward communication in every organization. The Tesco
provides information to their employees during their training sessions. Many times
stakeholders and share holders also conducts the training sessions so that they can know
what the employees are doing in the Tesco.
 Manual Notice
The manual notice is an internal process of communication in the Tesco. In this the
employees are provided by the handbooks, guidelines or manuals which contains the
rules and policies of the organization. The role and responsibilities of the employees in
regard to their jobs are also mentioned in it.
 Presentations
The presentations are the formal way of communicating information to the employees of
the organization. The stakeholders interact with the employees of the Tesco by doing
video calling meeting with the employees or by making presentations to brief the
employees(Naslund, and et.al., 2017).

P 3 – ANALYSE POTENTIAL BARRIERS TO EFFECTIVE WORKPLACE
COMMUNICATIONS IN TESCO
The potential barriers which effects the workplace communications of the Tesco are as
follows:
 Clarity of the message written
The message forwarded to the employees in the written form must be clear and have
the exact information which has to be circulated. The written message should not
contain the technical words which will be hard to understand for the employees of the
organization. The written message is a form of formal communication so the message is
written in the proper format made by the Tesco.
 Non verbal Communications
The non verbal communications are those communications which can be easily
understood by the gestures, postures and physical reactions of the employees. The
Tesco generally don’t prefer the non verbal communications to communicate with the
employees, shareholders and stake holders to the organization.
 Interpersonal Relationships
The interpersonal relations are very important in the both external and internal
communications. The communication barriers arise because of personal conflicts among
the employees of the organization. The Tesco always tried to develop good
interpersonal relationships among the employees of their organization.
 Technological Barriers
The lack in technology and poor internet facility can create problem in communication
messages in the organization. Tesco have an separate technical department which takes
of all the technical issues arises in the organization.
 Various Behavioral Factors
The behavioral factors are those factors which effects the communication because of
spelling mistakes and small errors made in forming the message or notice(Geppert, B.
and Roessler, F., Avaya Inc, 2015).
LO 2
P 4- EVALUATE HOW COMMUNICATIONS IS INFLUENCED BY THE VALUES CULTURAL
FACTORS
The communication is influenced by the values cultural factors in the following ways:
 The core beliefs are referred as values in the Tesco. The communication gets effected by
values and beliefs in many ways. The culture and communications are important for

sharing the information’s regarding the different cultures, languages, mentality and
believes of the employees.
 The communication with the different peoples who belong from different countries
makes the increase knowledge of the person or the worker about different countries
cultures.
 In Tesco, the information shared and communicated to the employees are influenced by
their differences in culture, language and religion according to their interpretation.
 The communication done with the employees of different culture has motivated the other
employees to learn the different languages which will be helpful to them to bring new
business in the organization(Chen, and et.al., Inc, 2018).
 There were many gatherings and events sponsored by the Tesco to increase the
knowledge about other cultures and their values among the employees of the
organization.
 The proper communications done in the organization shapes the culture of the employees.
The employees feel comfortable in giving their own decisions and opinions in the major
discussions.
 The language used in the Tesco is English, but many times the employees are not well
known from the English so they communicate in languages known by them. This
language issue creates misunderstanding among the employees in the organization.
P 5- EXPLAIN HOW TECHNOLOGY CAN BE USED TO BENEFIT AS WELL AS HINDER THE
COMMUNICATION PROCESS
The technology can be benefit the communication process in the following ways:
 Cost Efficiency
The use of technology is very cost efficient in the businesses. The employees can do their work
in the fastest way possible by the use of latest technologies. Earlier the work was done by using
old techniques which were slow and the cost incurred in those techniques was very high which
increased the production cost in the Tesco. But after the launching of fast technologies and high
speed internet system, the employees are working in more efficient way and the organization
are also earning profit in the market. The use of latest technologies reduces the human effort
made by the workers or employees of the Tesco.
 Provides the additional information
The additional information’s such as use of power points, excel, word and making the best
presentations which will attract the other employees and customers towards the work is done
because of latest technologies. The technologies provides many other benefits such as the
marketing of the organization and their products can be done in very attractive way because of
the technologies(Corson, and et.al, 2016).
 Reinforced the written communications
The reinforced written communications are the used for the ensuring and reminding about the
written notice or letters given to the employees earlier to communicate the message in the
organization. The reinforced written communications are the assistants of the other types of the

communications. These reinforcement done in the written communication is necessary if the
writer has committed any mistake while making the notice for the employees(Segall, and et.al.,
2015).
The technology hinders the communication in the following ways:
 Overreliance
The overreliance is done in the organization when the employees are overusing the technologies
provided to them. This results in the ineffectiveness in the business of the organizations.
 Corruption
The corruption plays an important role in the misuse of the technologies. Hacking,
misrepresentation, fraudulent activities are virus can be made in the business.
P 6 – EXPLAIN HOW POLICIES AND PROCEDURES CAN IMPACT ON THE
COMMUNICATION PROCCESS
Policies and procedures are plays a major role in the communication process in the
Tesco. The organization had the following policies and procedures followed in their
organization:
 The employees have to use only office telephones to get connect with other employees of
the organization.
 Mobile phones in the office premises were strictly not allowed according to rules and
policies of the Tesco.
 The employees are communicating from the intercoms and telephones given in each
cubical of the organization.
 If any employee wants leave or they have any issues regarding the leave policy they have
to put a mail to the HR team or they can uploads the leave request on the official portal of
Tesco by which the HR will come to know about the absence of the employees.
 The employees can’t do directly to the CEO or Owner of the Tesco regarding the small
petty issues. They have to first talk to their mentors or the senior person of their
department so that they can solve the problem by their own.
 The employees of Tesco can directly communicate only with the customers of the
organization. The employees can take their feedbacks and can give them the knowledge
about the offers and discounts offered in the purchase of the product in the Tesco.
 The employees follow the policies and procedures in which it is clearly described that
how they will communicate with their employees what pints they have to cover while
talking to their customers(JAUME and et.al., 2019).
L O 3
P 7- EVALUATE THE EFFECTIVENESS OF OWN COMMERCIAL SKILLS OF THE TESCO
The effectiveness in the development of Tesco’s own commercial skills are done in the
following ways:

 Use of ICT
The use of ICT (Information and communication technology) plays a major role in
communicating the business in the Tesco. The most of the business activities such as
making of bills, taking payments by credit cards and debit cards, making account of
products and services offered by the Tesco, sales made during a financial year, profits
and revenues generated in the organization etc are evaluated by the use of information
and communication system of the organization. The communication plays very important
role in this because all these information are gathered by the employees who are working
in the retail stores of the Tesco(Rice and et.al., 2017). The accountants and the finance
department have to communicate with the employees of the retailing outlets of the Tesco.
 Written Communication Skills
The employees of the Tesco have good writing capacities and skills by which they can
easily communicate the message to their staff. The Tesco have their own format made by
the organization in which they have to follow while forming any notice or letter which
will be given to the employees of the organization. The notice should contain the subject
at the top of the notice so that employees can get an idea about what the notice is all
about.
 Use of Body Language
The body language also plays very important role in transferring the information’s among
the employees. Many times body language communicates those information’s which
cannot be shared by making the announcements and giving the notices.
P 8 – APPLY THE THEORIES OF INTERPERSONAL COMMUNICATIONS TO ONESELF IN
THE TESCO
The theories of interpersonal communications of the Tesco are as follows:
 The interpersonal skills help in reducing the uncertainty among the employees of the
organization by increasing their knowledge and understanding. The good communication
reduces the uncertainty among the employees of the organization.
 The motivations among the employees reduce the uncertainty and develop the
identifiable strategies in the organization.
 The interpersonal communications are also known as expectancy value model theory.
The theory says that the organizations should focus on the interactive and complex nature
of the attitude(ANTONY, J., Nicira Inc, 2018).
 This theory helps in influencing the communications made because of the changes in
attitude in social influences.
P 9 – REQUEST FEEDBACK FROM OTHER ON OWN INTERPERSONAL
COMMUNICATION SKILLS
The employees get feedback in the following way by their customers:
 Oral

The oral feedback is taken at the time of making bills on the counters when then
customers will interact with the employee. This can also be done by visiting the
customers personally while they are doing shopping from the retailing outlet of Tesco
and taking their feedback by oral communication.
 Formal
The formal communication in taking the feedback in a formal way in which the
customers have to fill the feedback form which will contain all the question related to
services and products offered by the Tesco to their customers.
 Informal
The informal feedback will collected in casual way. This can be collected by having a
normal
conversation with the customers of the organization. This informal feedback does not
require any feedback form or continues conversation with the customers(Singh
and et.al., 2016).
P 10 – PLAN OWN PERSONAL DEVELOPMENT TO IMPROVE OWN COMMUNICATIONS
SKILLS BASED ON FEEDBACKS FROM OTHERS
For planning own personal development Tesco followed the following steps:
 Step 1
Identification of the purpose behind developing the personal communication.
 Step 2
The target audience will not be identified in the developing the communications.
 Step 3
The collection of required resources will be done to improve the listing skills of the
employees.
 Step 4
The listing skills will face some problems, but the problems will be highlighted and we
will try to solve them.
 Step 5
The identification of communication skills of the people around us will be done and the
communication barriers will removed.
 Step 6
The plan will be made regarding communication development action.
 Step 7
The feedback will be taken regarding the plans made by the employees of the
organization. The feedbacks will be given regarding the development made in the
planning(Chandrasekaran and et.al., 2017).

LO 4
P 11- CARRY OUT A COMMUNICATION AUDIT FOR THE TESCO
The communication audit of the Tesco is done by the CEO of the Tesco. In this the organization
receives, sends and shares various audit reports with the customers of the organization . The employees
will evaluate the public relation effectiveness and the techniques used for measuring them in the
organization. In this the way of interaction and the result of the interaction done with the customers of
the organization will be evaluated.
P 12 – APPLY THEORIES OF ORGANIZATIONAL COMMUNICATIONS
The theories applied in organizational communication in Tesco are as follows:
 Contingency Theories
In Tesco the communication is dependent on the attitude of the organization towards their
employees. The company focused on the group thinking of the employees of their organization.
 Attraction and Selection Framework
In Tesco, the communication is based on the psychology of the preferences of the employees
working in the Tesco(Chen, and et.al., 2016).
P 13 – CREATE A PLAN TO IMPROVE WORKPLACE COMMUNICATIONS
The workplace communications can be improved by the following methods:
 Feedback
The follow up with the customers is very essential for to make strong relationships with
them. The customer’s feedback reduces the problems in decision making.
 Consensus and Survey
This is done to collect information regarding the demands, needs and conflicts among the
employees of the Tesco.
 Planning Workplace Communications
The planning is important because the policies and procedures of the Tesco are based on
the planning made by the owners of the organization.
P 14 – IDENTIFY MEASURES TO EVALUATE THE SUCCESS OF THE PLAN TO IMPROVE
WORKPLACE COMMUNICATION
The measures used to evaluate the success of the plan to improve workplace
communication are as follows:
 Firstly the Tesco will do planning according to the system of the organization.
 The feedbacks for the application of the new strategies made in Tesco will be collected
from their customers and employees(Feuillette, R., LG Electronics Inc, 2017).
 The result received from the feedbacks of the customers will be evaluated and will be
matched with the expected result of the Tesco.

 By doing all these analysis, a final report will be made by the Tesco which will give
proper managed communication system for the organization.
CONCLUSION
The report can be concluded by mentioning all the important factors which effected the
management of communication in the Tesco. The rights to get information about the revenues and
profits of organization to their stakeholders. The investments are done by analyzing the market
conditions of the Tesco. The system used for communicating the messages which included e-mails,
meetings , appraisals, training etc were described for the stakeholders. There were many potential
barriers which included the clarity of written messages, non verbal communications, interpersonal
relationships etc were discussed. The influence of the communication because of values and cultures of
the Tesco were explained. The Policies, procedures, effectiveness, request for the feedback from the
customers were discussed.
REFERENCES
Books and Journals
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quality of service communications. U.S. Patent 10,158,584.
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lists. U.S. Patent 10,079,799.
Naslund, and et.al., 2017. Managing user access in a communications network. U.S. Patent
9,553,875.
Geppert, B. and Roessler, F., Avaya Inc, 2015. System and method for mode-neutral
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Chen, and et.al., Inc, 2018. Techniques for managing wireless communications over multiple
carriers. U.S. Patent Application 15/717,394.
Segall, and et.al., 2015. Method and system for managing interactive communications campaigns
with text messaging. U.S. Patent 9,060,254.

Corson, and et.al, 2016. Methods and apparatus for managing group membership for group
communications. U.S. Patent 9,503,866.
JAUME and et.al., 2019. Method for managing floor control on a communication channel in the
context of half-duplex communications. U.S. Patent 10,200,830.
Rice and et.al., 2017. Managing presence in communications systems. U.S. Patent 9,794,350.
Singh and et.al., 2016. Managing identity provider (IdP) identifiers for web real-time
communications (WebRTC) interactive flows, and related methods, systems, and computer-
readable media. U.S. Patent 9,294,458.
ANTONY, J., Nicira Inc, 2018. Method and system for managing network storm. U.S. Patent
10,009,371.
Chandrasekaran and et.al., 2017. Managing Communication Events. U.S. Patent Application
14/884,455.
Chen, and et.al., 2016. Adaptive guidance for managing a communications repository. U.S.
Patent 9,461,956.
Feuillette, R., LG Electronics Inc, 2017. Managing contextual information for wireless
communications. U.S. Patent 9,578,594.