Communication Skills for Business Staff

This assignment discusses the importance of communication skills for business staff, particularly in a healthcare setting like Pine Park. It emphasizes the need for staff to be able to communicate effectively with patients, understand their problems, and provide motivation. The assignment also highlights the importance of using polite language and attractive words to build relationships with patients and improve recovery rates. It references various sources on business communication, including books, journals, and online resources.

Title: Analyze the impact of culture and communication
on Pine Park
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Table of Contents
EXECUTIVE SUMMARY.............................................................................................................3
INTRODUCTION...........................................................................................................................4
Communication issue in Pine Park.........................................................................................5
Related to customer thinking..................................................................................................5
Evidence.................................................................................................................................6
Cultural issue in Pine Park.....................................................................................................7
Evidence.................................................................................................................................7
CONCLUSION................................................................................................................................8
RECOMMENDATIONS.................................................................................................................9
REFERENCES..............................................................................................................................10
APPENDIX 1.................................................................................................................................11
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‘Executive Summary’ Notes
The topic for the report is Analyze the impact of culture and communication on Pine Park.
This report aims to make job cover latter for hotel manager and finding cultural and
communication issue in the Pine Park health care. In this find Pine Park is a healthcare
centre is a care home that serves elderly people with the best quality care facilities. It hires
staff members from different cultural background and is expected to work with colleague’s
service user, providing high living standard and care of residents this report is also given
the different type of cultural, and communication issues like related to communication and
organization environment.
In this also finding overcomes of cultural and communication issue.
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‘Introduction’ Notes
The topic of the report is to analyze the impact of culture and communication on Pine Park.
Pine Park is a chain of privately run care home for the elders Staff is providing the facility,
create a high standard of living and care of the residents
Communication is the medium of sharing ideas, knowledge and understanding feeling of
each other’s. It can share through speaking, writing and expression. In the first part of the
report, a professional formal cover letter will be designed. Moreover, the report will be
examining different kinds of culture and communication issues for Pine Park. It is a care
home that serves elderly people with the best quality care facilities. It hires staff members
from different cultural background and are expected to work with colleague’s service user
and providing high living standard and care of residents. Thus, with the thorough
examination and detailed analysis, Pine Park will be recommended with the best strategies
to overcome cultural and communication issues.
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Analysis Section Notes
MB paragraph 1
Communication issue in Pine Park
Pine Park is the chain of privately run care home for the elders Staff is providing
the facility, create a high standard of living and care of the residents. They providing the
best culture to elder. It is developed increasing great satisfaction in the elder and recover
health. This is give the positively impact on the experience and satisfaction of the patients
(Bargiela-Chiappini and et.al., 2014). A person way of talking and living environment
having lots of importance. Communication and culture are having most important role in
these sectors, It gives the motivation satisfaction and develop mind setup increasing in
recovery.
Related to the organization environment Miscommunication about patients condition / power distance - Some time staff
they not properly understand patients problem then in this condition give some
reply for with anger (DiSanza and et.al. 2016).Pin park company staff having
problems of making report then they give wrong instruction of patients. Poor documentation / individual vs. Collective In health care sector us they
information technology for maintain the document of patients but they use poor
technology and not properly maintain the documentation then they having lots of
problems. In this condition Pain park patient do not trust on them and not share
their problem (Drury-Grogan and Russ 2013).Not properly understand problem of
patients. Stereotyping - Employee not understand of feeling the patients and give only for
medicine that is not good for the health care department. Cultural issues/ context sensitivity In the illustration attached in appendix, it is
seen doctor and nurses do not treat all the people equally and biased on the basis of
race, ethnicity and other factors.
MB Paragraph 2
Related to customer thinking
Pine Park health care having some problem in communication breakdown such as
workload presser problem with hospitals electronics record. Workplace culture like
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distraction of mind. They also facing unexpected problem like missing family.
Culture plays an important role in the health care centre. It effects on the health perception,
illness and death. There are various aspects that are discussed below:
 Not properly understand problem of patients/ space – Some patients having shy
nature they easily not open with people then in this condition employee
responsibility they give confidence and understand what they want say and ask to
him. Then start the treatment of the patients (Mai and Hoffmann 2014). Not providing proper environment / time orientation- Every health care
department need to provide familiar environment because patients open with the
other patients and share they problem. Patients are having happy environment then
they started to recovery.
 Understand response of patients / prejudice - Staff can't understand they patience
feedback and their requirement and response. So they can't give proper recondition
to patients.
Evidence
Power distance -It mean come conflict related to staff and her responsibility in this case
the give blame to each other home care staff and owner of this.
Individualism vs. collectivity- It means some having issue related to one person say yes
and other say no in this case Dr say don't eat apple and nurses and staff say David mother
eat apple in infection of kidney.
Prejudice – This mean a person judge to other according to habit in this case David judge
the home care staff according to performance like say having cheap foreign staff.
Ineffective listening – Infective listing mean a people not talking and follow instruction
rto other people so in this case David mother having this issue because they didn't list to
doctor instructions.
Time focus – Operation manger at pine park is having time focusses issue because they
say staff talk with David and stop it.
MB Paragraph 2
Cultural issue in Pine Park
Related to in country patients
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 Lack of competence in health care department- They not feel healthy and missing
home environment and other things. Therefore, a building of medical also needs
proper facility according to country and cluttered (Fall and et.al 2013). This is set
the patients' mind and recovery potion if patients are not feel well then they facing
of problem in recovery.
 Traditional and herbal diagnosis- So some healthcare gives facilities according to
the patient expectations. These types of patients need to traditional health care in
environment. So sometime having issue reality to the facility (Brink and Costigan
2015).
Related to other country patients Cross culture communication- Some time culture issue related to the cross culture
because some patients come from other country then they having problem of
understanding their culture and people so Pine Park company is treated they
patients like their country and providing help to adjust their environment. They also
providing family environment because that patients adjust easily.
 Barrier in language – It is also related to communication. In this type, staff also
need the improvement in language and understanding power of other. Some
patients take time to recover so language and way of taking give the help of recover
(Kankaanranta and Lu 2013).
Evidence
It can be analysed that barrier in language and cross culture communication can have
significant impact on the functioning of the organization. Out of 10 people 7 tends to face
issues in working if effective communication is not implemented in the entity. It not only
affects the pat6ients but the one who are working in the hospital as well. It becomes
relevant for the Pine park to reduce the communi9cation gap with the patients who are
arriving in the hospital for their treatment and are not aware of the language being used by
the people working at Pine Park.
Conclusions Section Notes
The topic of the report is to analyse the impact of culture and communication on Pine Park
This report founded the Pine Park Company facing the problem of culture issue and
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communication issue and different type of issue come in these factors like
Miscommunication about patient’s condition, poor documentation, Failure to read the
patients medial record and not proper explain instruction, Not properly understand problem
of patients, not providing proper environment. In culture issue like Barrier in language,
Cross culture communication, Traditional and herbal diagnosis, Lack of competence in
health care department and also give the solution of these problems. They can solve
cultural issue Learn about patient’s requirement, Learn about patient’s culture.
‘Recommendations’ Notes
 Learn about patient’s requirement -In this staff know a patients' need and
requirement. Pine Park also provides training of staff to know culture and language.
They also having friendly attitude and understanding capabilities (Cardon 2015).
 Learn about patients culture- In this situation staff and nurse know about the
patents' basics culture like food. Dressing, prayer style etc. there staff having little
knowledge about their culture it does help to recover their mental health. These
extra effort give the patients satisfaction and feel appreciate (Cultural competence
in health care, 2014). Motivate to patients and try thinking to open in new culture- Pine Park having other
country patients then they facing problem to adjustment. In that condition they need
to motivation then there staff give motivation to patients and doing friendship other
patients because they feel comfortable and familiarize. Listing patients then speak- Pine Park staff need to before speaking listing to
patients because they understand patients problem then solve problem. So they also
require listing qualities. It is help to maintain relationship with patients. Talk with politely: That Company staff require using politely language. They don't
give blame to each other and speak politely without anger (DiSanza and et.al.
2016). They also need to improve in way of taking. They started with politely then
there patients started to recover in fast and understand staff talk. They feel like
home.
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 Use attractive and motivational words- There staff need to use some motivation
and attractive word because they give motivation in patients and increasing
relationship with patients. That is Pine Park started to coaching and training related
to communication. It gives the new word and attractive language of staff (Bovee,
Thill and et.al.2016).
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‘Reference List’
Book and journal
Bargiela-Chiappini, F. and et.al., 2014. Writing business: Genres, media and discourses. Routledge.
Bovee, C.L., Thill, J.V. and et.al.2016. Business communication today. Pearson Education India.
Brink, K.E. and Costigan, R.D., 2015. Oral communication skills: Are the priorities of the
workplace and AACSB-accredited business programs aligned?. Academy of Management
Learning & Education. 14(2). pp.205-221.
Cardon, P., 2015. Business communication: Developing leaders for a networked world. McGraw-
Hill Higher Education.
DiSanza, J.R. and et.al. 2016. Business and professional communication: Plans, processes, and
performance. Pearson.
Drury-Grogan, M.L. and Russ, T.L., 2013. A contemporary simulation infused in the business
communication curriculum: A case study. Business Communication Quarterly .76(3).
pp.304-321.
Fall, L.T., Kelly, S., MacDonald, P., Primm, C. and et.al. 2013. Intercultural communication
apprehension and emotional intelligence in higher education: Preparing business students for
career success. Business Communication Quarterly. 76(4).pp.412-426.
Kankaanranta, A. and Lu, W., 2013. The evolution of English as the business lingua franca: Signs
of convergence in Chinese and Finnish professional communication. Journal of Business
and Technical Communication. 27(3). pp.288-307.
Mai, R. and Hoffmann, S., 2014. Accents in business communication: An integrative model and
propositions for future research. Journal of Consumer Psychology. 24(1),.pp.137-158.
Online
Cultural competence in health care. 2014. [Online]. Avalible through
https://hpi.georgetown.edu/agingsociety/pubhtml/cultural/cultural.html
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APPENDIX 1
(Source: Cultural competence in health care, 2014)
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