General Theories and Strategies of Organisational Communication for True Customers

This report discusses the general theories and strategies of organisational communication for true customers. It evaluates the barriers preventing people from booking holidays abroad and outlines the strategies implemented by CCCU travel agency to overcome them. The report also includes customer engagement strategies and current working of the company.

General theories and
strategies of organizational
communication true
customers

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Discussing some general theories of organizational communication..........................................3
Evaluating the barriers preventing people from booking holidays abroad..................................4
Outlining strategies that CCCU travel agency has implemented to overcome barriers..............5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................1

INTRODUCTION
Organisational Behaviour refers to the study that helps the business to understand how
certain groups of people interact with each other in best of manner at the workplace. Further, the
present report is based on identifying the general theories of organisational communication that
is applied while managing the work. Moreover, study will highlight the barriers preventing
people from booking holidays and will develop the understanding on how these are resolved
within the workplace. Also, the study will explain strategies travel agency has implemented to
overcome such barriers in long run. Lastly, the finding from the overall research along with
suggestion for improvement will also be covered under this report in detail.
MAIN BODY
Discussing some general theories of organizational communication
Organisational communication is very essential as it helps all the organization whether
big or small to the focus on those things that are needed to make out the work easier. Also,
through communication the employees are able to establish better bonds within the workplace
and also remain motivated to face the future challenges of the organization in most positive
manner.
Weber’s Classic Organizational Theory: This theory hold that organization have clear
roles and responsibilities and because of this communication is the clear, structured and
hierarchical. Also, this theory states that all the business task must be divided among the
employees on the basis of functional specializations and competencies. Thus, the communication
flows from top to down approach and each individual contribute on the basis of roles that is been
assigned to them (Popular Theories of Organizational Communication, 2022). Furthermore,
through highly structured organization all the work are carried out in best of manner through
setting clear lines of communication and clear lines of authority. Moreover, through clear lines of
communication the firm would be able to organize and manage the task in most efficient manner
without having any of kind of confusion and conflicts within the workplace. Furthermore, such
type of communication theory also promote the specialization of labour and ensure that work is
carried out systemically and timely manner.
Tompkins and Cheney’s Organizational Control Theory: It is extension of the
Weberian theory that is applied within the organizations. Also, based on this theory it states that
there are four types of power or control that helps in determining how organization exercise

power within the workplace. Furthermore, the various types of power are technical, concertive,
simple and bureaucratic (Abu Dalal and et.al., 2022). Also, following such type of structures
within the workplace helps in determining how the work would be carried out by various
employees and also it will help to determine the best of communicating to the diverse workforce.
Furthermore, all working is based on the aspect that what will the modern organization talk about
the significance of communication to its employees and how it is been used in the best manner to
achieve certain short and long term goals in the future. Moreover, whatever been the approach
but the major focus of top management is to focus on the process through which it is able to
influence the behaviour of the employees to wards certain things that are needed to carry out for
achieving certain organizational success.
Evaluating the barriers preventing people from booking holidays abroad.
There are various barriers that needed to be faced by travel agencies while attracting the
right people for the bookings that wish to travel abroad. Also, through the current pandemic
thins have been changed (drastically) that further had created lot of the problems for successful,
operation for the business. Moreover, some barriers are been evaluated are a follows:
Physical: These are the type of barriers that are related with restriction in travelling that
have been faced by people especially after the pandemic (Mont, Curtis and Palgan, 2021). Also,
it has been seen that things have been changed faster and on larger scale after the covid and
therefore most of the people were unable to travel from one place to another due to several
restrictions. Hence, travel agencies were finding difficulties in covering the operation cost of the
business and earn the revenues for sustaining in the market for longer.
Emotional: For CCCU travels it is very essential that people are interested in booking
and travelling abroad so that more sales are generated. However, major problem in this is due to
the mental stress, anxiety and various health problems at time of pandemic it was seen that
people were least interested in booking travel packages or moving from their comfort zone (Lee
and et.al., 2018). Moreover, people were not interested in facing the difficulties that were faced
during the stay, travelling and the formalities that have to fulfilled in these tough times. Hence,
this was the major barrier of the cited firm to convince people to take interest in travelling and
book various abroad tours.
Organizational: Also, it can be said that current pandemic had created organizational
barrier within CCCU travels as it was seen that employees of company were least interested in

travelling to the agency office and also because of fear of the virus they were interested in
working from remote areas only. Moreover, this has only created problem in forming of proper
organization structure as managers were facing difficulties in establishing proper
communications with the members. Furthermore, delegation and the assigning of various
responsibilities and during such times was also one of the challenges for the firm continuous
growth and success
Information: The pandemic has brought changes in the working of various firms and it
was seen that there were special requirements that were needed for travellers to submit the
required documents on time (Saxena and Lamest, 2018). However, there was certain kind of
information gap due to which the certain details were lacking within CCCU travel agency that
could be properly communicated to others thus creating barriers for people to travel to other
places due to lack of knowledge of the government documentation and its process.
Cultural: It is seen that when people travel from one place to another than most of the
times there is existence of cultural issues where it can be seen that people are not able to
understand and communicate various information in proper manner thus creating major barrier in
travelling.
Outlining strategies that CCCU travel agency has implemented to overcome barriers.
There are various strategies that might be adopted by the cited travel agency so that
barriers might be overcome and also best working policies than might be developed within the
business so that more unity might be maintained. Also, below are some strategies that need to be
followed by cited travel agency so that more revenues are generated within the business.
Develop listening skills : For the travel agencies it is very important to hear the
requirements of the visitors that wish to travel abroad so that best solution and places might be
suggested (John, 2018). Also, through listening the problems faced by them might be identified.
Also, it will help in further establishing proper communication with the visitors thus enhancing
the brand image of the business.
Clear and simple language: To overcome the above barrier it is required that interaction
done by the travel agency is done while using the simple language so that information and
message might be understood in best of manner. Furthermore, it is required that slogans, jargon,
short words etc. are avoided that makes communication more effective.

Be empathetic: Moreover, it is required that the travel agency remain more empathetic
towards all its visitors so that it is able to understand their point of view. Furthermore, being
empathetic would allow in establishing good bonds that is needed for generating sales of the
business.
Avoid double meaning words: Also, its is required that travel agency are not using the
double meaning words that would result in creating more confusion among the travel partners.
Also, use of double meaning words will only result in creating the barrier that would create more
negative impact on the business (Mwanaumo and Mambwe, 2019).
Focus on volume and clarity of message: In the context of CCCU travel agency it can
be said that all travel agents assigned by company that describe various packages to the visitors
need to be more polite while speaking and should be very clear in explaining the company
booking policies and procedures. Thus, through following this it would be able to overcome
information barrier and generate more success to the firm in long run.
CONCLUSION
From the above report it can be concluded that organizational communication plays very
important role in delivering the right kind of goods to large number of people. Furthermore, the
study had explained in detail about various strategies that are been used by the travel agency for
overcome certain communication barriers in best and effective manner. Also, detailed
description of theories of organizational communication in ensuring the future success for better
explanation had also been provided. Moreover, customer engagement strategies and current
working of company had also been analysed. Lastly, certain steps that had been taken by the firm
to gain success had been described in detail under this report.

REFERENCES
Books and Journals
Abu Dalal, H. J. and et.al., 2022. The impact of organisational communication satisfaction on
health care professionals' work engagement. Journal of nursing management. 30(1).
pp.214-225.
John, J., 2018. Effect of organisational communication on employee satisfaction. IIMS Journal of
Management Science. 9(3). pp.238-246.
Lee, J. Y. H. and et.al., 2018. Email adaptation for conflict handling: A case study of cross‐
border inter‐organisational partnership in East Asia. Information Systems Journal. 28(2).
pp.318-339.
Mont, O., Curtis, S. K. and Palgan, Y. V., 2021. Organisational response strategies to COVID-19
in the sharing economy. Sustainable Production and Consumption. 28. pp.52-70.
Mwanaumo, E. M. and Mambwe, M., 2019. Effect of Management Strategies in Entrenching
Organisational Safety Culture in the Electricity Industry of Zambia. Journal of
Construction Business and Management. 3(1). pp.27-37.
Saxena, D. and Lamest, M., 2018. Information overload and coping strategies in the big data
context: Evidence from the hospitality sector. Journal of Information Science. 44(3).
pp.287-297.
Online
Popular Theories of Organizational Communication. 2022. [Online]. Available
through:<https://www.managementstudyguide.com/theories-of-organizational-
communication.htm>.
1