Communication Breakdown and Improvement Strategies in Healthcare

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Business Communication
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BUSINESS COMMUNICATION
Executive Summary:
The present article talked about the various communication skills in the Blossom Corner health
care home. In the first, part of the article the communication skills that are already present in the
organization along with communication theory is discussed here where as in the second half the
different causes of the communication breakdown is portrayed explicitly. At the last portion of
the article, it contains a few recommendations to make improve the communication system in the
organization.
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BUSINESS COMMUNICATION
Table of Contents
Introduction......................................................................................................................................3
Analysis Section 1: Communication skills present in the Blossom care organization....................4
Communication theory................................................................................................................4
Shannon and Weavers Model......................................................................................................4
Communication Skills.................................................................................................................4
Analysis Section 2: Causes of the communication break down.....................................................6
Communication downward..........................................................................................................6
Communication Upward..............................................................................................................6
Cultural factors............................................................................................................................7
Analysis Section 3: Managing Improvement in the Blossom care..................................................8
Emphasizing the issues................................................................................................................8
Employees engagement:..............................................................................................................8
Recommendation...........................................................................................................................10
Training:....................................................................................................................................10
Policy changes...........................................................................................................................10
Conclusion.....................................................................................................................................11
Reference.......................................................................................................................................12
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BUSINESS COMMUNICATION
Introduction
Blossom care corner is a health care industry, which provides services to a maximum number of
users. The organization has comprised of the diverse range of staffs who are residing from
different countries. An effective communication system is very essential for the development and
disputes in an organization. In the present report, the issues, which were experienced in the
organization, will be discussed here elaborately. In the first part, the report will describe the
different communication skill which was present in the organization from before along with the
communication factors. Secondly, the report will talk about the main causes of the
communication barriers or break down that leads to cause such a problem in the organization
such as cultural and communication factors. At last, some recommendations will be provided
here in the report through which the present organizational issues in the Blossom corner can
easily identify and resolved in a short span of time.
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BUSINESS COMMUNICATION
Analysis Section 1: Communication skills present in the Blossom care
organization
Communication theory
Shannon and Weavers Model
From the model of Shannon and Weaver, it can be understood because of the unnecessary
concept of noise can affect the communication system (Barnlund, 2017). In the Blossom corner
health care organization the conflicts between the staffs and the patients had been raised because
both of them arguing without understanding each other's feeling or perceptive what other one is
trying to convey.
Communication Skills
The communication skill, which is present in the staff of the blossom corner
Empathy: From the case study, it can be presumed that the staffs of the Blossom corner have a
good understanding but few of them who were resided from other countries find difficulties due
to some communication barrier.
Effective listening: The employees are active in effective listening as they are following all the
rules that have been structured by their superior authority of the organization. That is why the
staff member are finding difficulties to explain the rules of the health care center to the patent
David.
Listening process: As the employees are following all the rules and regulation so it can be easily
assumed that that the listening process in the organization is stable hover it might be little bit
complicated for the immigrant staffs of Blossom Corner.
Direct and indirect approach: The employees of the Blossom corners is however used indirect
approach to deal with the complicated patients.
The good practices of the communication skills are too involve various practices such as
listening, talking and writing actively (Nagy and Neff, 2015). The most significant
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communication skills that are present in the blossom care industry are understanding and respect
each other very much. The members of the organization much collaborate with each other. They
are quite empathic about each each other problem except few members. As every organization
pertains, some issues in their workplace the blossom care home also have some little issues
among the employees. The employer of the blossom care industry has recruited a diversified
range of employees from a different culture. Therefore, different languages are speaking
employees in the workplace, which might cause a few difficulties in the communication system
in the company. However, it is very important to practice a very effective communication skill
so that all the members of the company stay integrated and collaborated with each other. The
staffs of the blossom care home are very clear about their job and they are very specific about
their task, which has been assigned them by their employers. It becomes very difficult sometimes
to handle some of the complicated service users. However, some staffs of the care home have
conveyed their perception that if the employer stops recruiting staffs from the diverse place,
religion or ethnic and hire from the western countries then the problem could have been solved.
Good practice of communication skills is very necessary for the organization to maintain an
effective communication system.
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Analysis Section 2: Causes of the communication break down
Communication breakdown in any organization causes various negative effects to their all over
staffs. The employees of the Blossom care home also having some issues due to the
communication breakdown in their organization.
Communication downward
The employers are the strong part who binds all the staffs of an organization together. In the
Blossom care home, it is observed that due to some disorganization in the management system
the issues among the patients and the staffs have been evolved. The communication barriers
among the staffs and the service user have experienced. The employer of the organization was
required to instruct the staffs about their jobs explicitly and to behave with the patients
appropriately and calmly (Rogers and Valente, 2017 ).
Communication Upward
It can be also noticed that the staffs are failing to inform their senior authorities on the issues that
are going between the patient and the other staff. Hiding own laws will not be helpful to resolve
the issues. If the staffs are finding any difficulties in their jobs are complicated to resolve they
should inform their superiors so that the issues can be solved under the supervision of the senior
authorities of the organization.
Communication factors
Empathy: It seems that some staffs have less empathy to listen to the feelings and perspective to
other employees and have little sympathy to value the sentiment of the service users.
Effective listening: From the case study, it can be assumed that the staff members have a very
little capacity for effective listening. They show very little interest to listen to the perspective of
the service users without handling them patiently.
Listening process: There are many complications among the employees to understand, respond
to the service user’s point of view.
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BUSINESS COMMUNICATION
Direct and indirect approach: The staffs do not have a direct approach to handle the service
users politely (Moore et al. 2018). They should have requested them calmly to understand the
time function in the care home without arguing with them.
Cultural factors
In blossom corner home most of the staffs are recruited from diverse countries, which can be a
serious factor of the serious issues in the organization.
Power distance: The superior authorized members of the organization have accepted that due to
the diversified range of culture in the culture might cause issues which means there is a high
power distance in the organization.
Space: The staffs need some space and time so that they can indulge themselves to the
workplace environment which the employer should provide them which was not observed in the
Blossom care.
Time orientation: The time orientation is different as most of the employees are hired from
various regions (Manssen et al. 2015).
Stereotyping: It is noticed that some patients and staffs have stereotyped behaviour against
those staff members who do not belong to the same place.
Racism: Many staffs think that it will be better if the recruiter recruit staffs from the native place
instead of from another region.
Due to diversified culture, they might find difficulties the way of life, background, and
civilization of the local people where they are recruited as a staff. It takes a long time for them to
adapt and understand the civilization of the new place. However, one of the staffs of the blossom
care home Alex has expressed her view over the matter and baled that if the employees were
hired from the western countries such kind of issues could have been easily avoided (Koda,
2018).
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Analysis Section 3: Managing Improvement in the Blossom care
Building a strong communication system in an organization is a very important part to eradicate
all, the operational difficulties. The main issue was with a patient who was very impulsive and
wanted to do whatever he thinks. Such type of situation was creating various difficulties in the
care home. Blossom corner was also facing such communication issues, which is required to
resolve as soon as possible (Quirke, 2017). The issue that has been identified was between a
service provider and the service user of the organization. To resolve the issues of Blossom care
the management of the organization can influence the following strategies.
Emphasizing the issues: All the members of the organization including the employers and all
staffs of the Blossom care need to figure out the problem that is affecting the whole environment
of the organization and to understand the other complications (Lockwood, 2015). Here in the
care home the issues related to a patient David should adhere to the senior management of the
organization. The management should understand the problem of the service user and the staffs
and the reason behind their conflict.
Establishing the baseline: To implement effective communication in the organization it is very
necessary to create a baseline through which the issues can easily measure. According to the
brief of the problem, the necessary policies required to be created. As the conflict was between
the service user and the staff, it is very necessary for the staffs to handle them properly and to
explain to them all the rules and policies of the care home. Therefore, the superior authority of
the organization blossom care should build an outset to solve the issues (McGann, 2016).
Taking smart decisions: The manager along with the assistance of the employer should
incorporate some effective choice so that they can take smart decisions to overcome the present
issue and to avoid such situations in the future. In the present condition, the staff members
should explain the service user David that he should consult with the doctor or senior
management of the care home and express his individual needs.
Employees engagement: The decisions that have been taken under the supervision of the
superior authority requires to understand by the staffs of the Blossom care so that they can
understand the messages that have been conveyed by their employer and to implement such
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actions further if such conditions appears again (Cudmore, Henn, O’tuathaigh and Smith,
2017).
Monitoring the employees: It is very essential for the organization to monitor the staffs to
understand whether they are following the rules that have been demonstrated by the management
or not. The issue that has been causing trouble in the care home can be easily solved if the
employees remain integrated and support each other when it is required. It is very important to
ensure their involvement in the managing improvement to avoid such issues further in the
Blossom care organization (Scott and Wildman, 2015).
Implementing the above improvement strategies the communication issue that has been causing
difficulties in the organization can be easily identified and can be solved easily within a short
period.
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BUSINESS COMMUNICATION
Recommendation
The staffs’ members required to support each other in every means. The local or native
employees should make the immigrant staffs comfortable by helping them so they can cope up
with the environment of the organization.
Training: The organization Blossom care should provide training programmes to guide the new
employees who are recruited from different countries so they can adapt themselves to the new
environment of the workplace.
Policy changes: There is a requirement of making changes in the policies of the organization,
which will be beneficial for both the service user and the staffs of Blossom Corner health care
home.
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BUSINESS COMMUNICATION
Conclusion
There is a need of effective communication system in every organization to run their operational
activities smoothly without any instability. The problem that has been identified from the present
case study that some of the staffs of Blossom care are facing difficulties to adjust in the new
environment especially those who were recruited from the diverse countries. Therefore, it is very
important for the management of the organization to recognize those barriers and obstacles. In
the blossom, care home some issues which are caused due to the lack of an effective
communication system was experienced. There are some communication factors that cause the
issues, which has created disturbances in the operational activities of the Blossom care homes.
From the present report, it was experienced that there are cultural and communication factors
mentioned the various communication breakdown such as cultural and communication factions.
Alongside with this in the report, some strategies have been given which can be adopted by the
blossom care home to eradicate the issues in the organization.
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