Communication Analysis in Organizations

Table of Contents
Introduction..................................................................................................................................... 2
Task 1............................................................................................................................................. 2
1.1 Analysis of the process of communication within organisation .............................................. 2
1.2 Methods of internal communication that should be used for different purposes and
effectiveness (both verbal and non-verbal)......................................................................................4
1.3 An assessment of how organisations portray themselves through their communications........6
1.4 Legal and ethical issues in the communication of information within organisations............... 8
Task 2
2.1 Formal communications systems that should be used to communicate with customers ...... 11
2.2 Analysis of the effectiveness of social media to communicate with customers ................... 13
2.3 Assessment of the impact of ineffective communication found in organisations on
relationships ................................................................................................................................. 14
2.4 Assessment of the impact of non-verbal communication on oral communications............,...
14
Task 4............................................................................................................................................ 16
4.1 Effectiveness of my oral presentation skills............................................................................
16
4.2 Review of my written communication................................................................................... 17
4.3 The impact of technology on both oral and written communications.................................18
Notes............................................................................................................................................. 20
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Introduction
Communication is the imparting or exchanging of information by speaking, writing, or using
some other medium. A good communication acts as the blood of an organization. Effective
communication is a building block of successful organization. It is to be noted that
communication is not limited to the act of speaking. Communication plays a fundamental role in
all facets of business. It is therefore very important that both internal communication within the
organization as well as the communication skills of employees are effective.
A lack of communication can lead to the collapse of any organization, whilst that is the bold
statement, without proper marketing collateral and communication internally and externally,
most organizations will struggle to survive. This report will analyse the various communication-
related problems on SDHE holdings and provide solution appropriately.
1.1 Analysis of the process of communication within organisation
According to (Mckinney,Barker, Smith& Davis,2004) communication is essential to effective
team performance and communications for any organization is like blood flow in the human
body. Therefore, any organization that understands the importance of communication uses it in
their organizational environment. Since, it ensures coordination of factors of production and
most importantly material and human elements of organization as an efficient network of change
and advancement. Communication process or elements consist of several processes with which
effective communication takes place within and outside the organization. The communication
process includes; conception, encoding, message, suitable channels or medium, decoding,
interpreting and feedback.
The communication systems available in SHDE include Memos, Notice, Report, Emails, Team
briefing, telephonic communication system, emails, various social media sites of the company,
and so on. As mention above, the communication system is available at SHDE holding but there
exist no proper and structure communication system. Since there is no structure communication
system in SHDE this cause culture of distrust, limited employee engagement, uncertainty and
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ineffective customer interaction. The external communication system of SHDE holiding is also
ineffective and inappropariate as this as created an increase in the percentage of communication
issue which may adversely affect the goodwill of the organization and decrease the level of
customers’ patronage. SHDE holding still fail to level up with the advancement in technology to
make tasks in the organization as easy as possible.
Figure 1: Types of Communication Tools
From findings, it is evident that the complaint of SHDE holding has increased rapidly by 50%.
Which 3% is as a result of the product itself, 55% is complaint occur as a result of delivery of
product while the remaining 42% varies among poor communication skills, appearance of staff,
tone of communication and others.
Complaints Percentage Total
Product 3% 100
Delivery 55% 100
Communicatio
n
42% 100
Table 1: Complaint Type
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Product
Delivery
Communication
0%
10%
20%
30%
40%
50%
60%
0
20
40
60
80
100
120
Percentage
Total
Delivery Percentage Total
Poor face to face
communication
25% 100
Late Delivery 75% 100
Table 2: Complaint about Delivery
Since SHDE holding since lag effective external communication process the company will still
continue to experience increase in customer complaint and high level of staff turnover if the
problem is not solved. For example, if a customer wants to make a few changes in their
order/parcel, they have to communicate to the company via the post office. They can either write
a letter or a similar form of written communication. While the letter or any written document by
the customer reaches the company, the package related to the customer has already been
dispatched. This creates a massive ruckus in the internal structure. Moreover, in a few cases, the
employees are given the information verbally by the customer/client, and the employee forgets to
write them down. The whole process is unorganized and arbitrary.
1.2 Methods of internal communication that should be used for different purposes and
effectiveness (both verbal and non-verbal)
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There exist quite number of internal communication tools that can be use within and outside an
organization. As mentioned above, SHDE holdings is equipped with telephone, internet, emails,
memo and others but effective usage and internal structure is what SHDE holdings is lacking.
For the percentage of complaint received from customers of SHDE holding the following need to
be consider concerning the communication system;
 Email: Email is one of the most ubiquitous business communication tools in recent years.
Uses of email in business include communicating with coworkers and customers,
scheduling meetings, dispatching automated notifications and sharing newsletter with old
and new customer. SHDE holding should have separate email for internal communication
and external communication i.e. there is need to create an email that would be use to
communicate with staff internally and another that would be use to handle customer’s
complaint. The email created for the purpose of handling customer’s complaint should be
handle by staff specifically employed for that purpose and ensure that all complaint
receive feedback with 24 hours. This method of email is being use by the Nigeria
Institute of Management (NIM) which makes their internal and external communication
structure to be effective.
 Telephone: Telephone communication may be slower than its new media counterparts
but it still has benefits in an increasingly impersonal world. The telephone call, which
connects a caller with a human voice, create a connection that other media may lack and
is still an important business component. Short of talking to someone face-to-face, a
phone call is the best way to get a personal response. With other forms of
communication, such as emails or texting, you leave a message and hope to get quick
response. SHDE should create a separate telephone lines to answer complaint from
customers while also having personal telephone lines to be use internally. These
procedures will enable the staff to know if the incoming calls are from outside the
organization or within the organization.
 Other Social Media: SHDE should engage more in creating other social media platform
and take advantage of the internet. The internet has help to create a global community
where people all other the world can meet and interact. Media such as LINKEDIN,
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INSTAGRAM and TWITTER can be an effective tool in creating awareness and getting
responses from customers.
Figure 2: Effective Communication Process
(SOURCE: PINTEREST)
If SHDE holding can take the above into consideration the compliant percentage will certainly
go down. The working process will be better; the employee morale will be high, and so on.
Hence, the problem in SDHE is not the unavailability of the communication resources but
effective usage and the allocation of these resources in an ideal manner.
1.3 An assessment of how organisations portray themselves through their communications
In 2018, Arthur J. Gallagher & Co. study found that 60% of companies don’t even have a long-
term internal communication strategy and McKinsey found that 20 to 25% of employees are
actually more productive when organizations have an existing and effective internal
communication strategy.
Communication plays vital role in the development of image building of an organization.
Corporate image refers to the perception and inferences about the organization as a stakeholder
of the organization which include customers, suppliers or the employees of the company. A
communication system of an organization provides all the stakeholders an opportunity to interact
with one another in the sense of exchanging views and ideas, complaining about something, for
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