Analyzing Business Communication Strategies for Conflict Resolution

This essay examines the importance of effective organizational communication, emphasizing its vital aspects, key communication flows, and relevant theories. It focuses on resolving organizational conflict, specifically addressing a scenario where a resort hotel implements cost-cutting measures during the Coronavirus pandemic, leading to employee resistance. The analysis includes the application of the transactional model and downward communication, as well as the examination of critical, information, and post-positive communication theories to manage the situation. The essay also provides examples of companies facing similar challenges and explores the positives and negatives of the chosen communication approaches. The goal is to provide a comprehensive understanding of how to effectively communicate difficult information and manage employee resistance in a business context.

Running head: COMMUNICATION
COMMUNICATION
Name of the Student:
Name of the University:
Author note:

1
COMMUNICATION
Outline
The paper includes information on the importance of effective organizational
communication, its vital aspects, key communication flows and theories which will be
applicable to resolve the current organizational conflict. It also focuses on the models and
theories which will work most efficiently for the given situation and incorporating examples
of companies facing similar situations.
Introduction
Communication
Communication is taken from the Latin word ‘communis’ that means to share. The
process is viewed as an exchange of information, views as well as suppositions between
individuals of groups (Diener et al. 2016). Thus, communication serves a vital role in
balancing the purposes as well as perspectives of the company, managers and the
organization.
Importance of communication
Communication is well-defined as the progression of understanding as well as sharing
meaning (Bovée, Thill and Raina 2016). Communication is important as meaningful and
effective communication works as an essential tool in attaining productivity and maintenance
of robust, long-term working associations at all levels of the organisation.
Importance of communication in organisations
Organizational communication primarily involves understanding the way in which the
perspective of the organization influences communication procedures and ways in which the
representational characteristics of communication distinguishes it from additional practices of

2
COMMUNICATION
organizational conduct (Pearson 2017). Managers as well as organizations who use time and
energy into delivering strong and perfect lines of communication will appropriately establish
confidence and reliance among employees, further improving productivity, efficiency and
assurance.
Effective Communication is important in order to perform the simple functions of
management related to planning, organizing, leading and controlling.
Advantages of organisational communication
Communication benefits managers to achieve their jobs as well as responsibilities.
Organizational communication serves as a foundation for planning. According to Genç
(2017), all of the relevant information while sharing with employees must be communicated
who in-turn must connect their views and plans in order to successfully implements them.
Effective communication is an essential component in the planning as well as implementation
of managerial activities. It serves as the foundation for efficient control. The communication
process tends to be complex and frequently unpredictable. As a result, there tends to be
barriers to communication like cultural misinterpretations, negligence and impulsive
evaluation in addition to impersonal communication, stringency and absence of trust in the
communicator (Bovée, Thill and Raina 2016). However, the communication process can be
improved by improving effective listening skills as well as providing proper information and
justifications.
Managers through effective communication can obtain specific knowledge vis-à-vis
situation in the organization. This type of communication helps management in
understanding the performance of employees, the complications of employees in addition to
the consequences and fallouts of decisions which have been made through top-down
hierarchical decision-making process (Pearson 2017). Effective and comprehensive
communication helps the managers to implement innovative methods established by the

3
COMMUNICATION
lower level employees which are seen as an advantage of organizational communication.
Furthermore, through effective communication employees develop high enthusiasm as they
feel they are an indispensible part of the organization. The procedure of communication is
facilitated as good listening develops as a two-way channel between manager and employees
(Diener et al. 2016).
Models and Flows
Transactional model of communication is known as the process which enables
conversation between the sender and the receiver whereby each member takes the
opportunity to send or receive information (Bovée, Thill and Raina 2016). The transactional
model is known as the most wide-ranging model of communication. Comprehensive level of
communications is also a procedure of transactional model communication. Thus, it is
considered to be more effectual for correspondents who share comparable setting as well as
individual aspects. For instance, communication amongst employees who know each other is
more effective as they share similar social system (Du Pré and Foster 2015 ).
Through downward communication, leaders offer essential information and directions
to the attendants. While developing any organizational plans or policies, downward
communication tends to play a significant role in sharing those strategies and policies to the
lower levels of the business (Clancy-Feliciano 2016). Thus, the flow of downward
communication is the only effective means of sharing various guidelines, instructions,
direction as well as advices to the subordinates (Stevanović and Gmitrović 2015). In
downward communication flow, the information is shared in a very systematic method that
benefits the establishments and maintains a harmonious association at all the levels of the
organization.

4
COMMUNICATION
Situation and parties involved
The current Coronavirus pandemic has led a resort hotel to curtail few of its key
facilities for its employees. This sudden limitation of services has resulted in creating critical
issues and disorder between the employees and senior hotel management. They are showing
resistance to the newly implemented policy. However, considering the criticality of the
pandemic, the hotel management feels the limitation of facilities to be completely justified
and effective for the health conditions of the entire workforce of the hotel. In this situation,
the senior management, management and the employees are primary stakeholders involved.
Communication as one of the network or flow
The information shared by the management to the employees is conducted through
downward communication process (Genç 2017). Since this sudden disorder in the
organization and pandemic, the chosen method of communication flow is important as at this
juncture, subordinates need explanation of organizational policies as well as procedures.
Thus, managers need to provide comprehensive and necessary explanations and analysis to
manage their resistance and develop some effective result.
Aspects of Communication to be considered
As a manager of the resort hotel to manage employee resistance to the new policy
implemented, it is vital to take into account few vital aspects of communication. At this
juncture, it is not only important to share the information and justification for the new policy
implementation but also to listen with utmost diligence the opinions of the employees.
Structure- To make the communication base strong it is important to begin with a brief
introduction of the message in order to let the employees discern what to expect from the
further communication (Bhatia and Balani 2015).

5
COMMUNICATION
Relevance- information shared must have utmost clarity and relevance to the current
situation and to the target audience (employees). Employees might start to exhibit their
resistance and opposition towards the restrictions of hotel facilities (Keyton 2017). At this
juncture, it is important to focus in the reasons why the new policy implementation is vital
and what value the employer hold for them.
Consistency-Maintaining consistency is another crucial aspect to be considered. At this
stage, manager cannot afford to divert the topic and discuss any other previous or current
organizational issues. This might lose the credibility of the message being shared (Barnlund
2017).
Significance- It is important to make the communication memorable. Thus, an inclusion of a
robust and clear statement is important which will strengthen the reasoning of new policy. In
this stage, manager can begin with a clear quote which might exhibit employees’ position and
significance in the organization (Pearson 2017).
Communication theories
Critical Theory
Critical theory undertakes that conflict is the regular state of an organization. Workers
have a tendency to resist managers for any new policy implemented. Upper management
must continuously attempt to persuade lower management as well as employees, who
consecutively tend to lose motivation (Bodenmann, Randall and Falconier 2016).
Communication as per this theory focuses on resolving conflicts, avoiding complications
between employees and management. Under this theory, employees will be encouraged more
and guided with proper strategies and direction which will efficiently unite the workforce
under a particular goalmouth.

6
COMMUNICATION
Information Theory
Information theory focuses on ways in which information will be shared to the target
base with minimal errors. If communications is perceived through the lens of information theory,
it is vital to focus on ways to construct messages so that they cannot be altered later on. At this
juncture, it is vital to implement measures for authorizing communications for accuracy.
Furthermore, while applying this theory, chief communicator can hold the message receiver in a
more liable position for the last version of the communication (Barreda, Bilgihan and Kageyama
2015).
Post-Positive Theory
While applying theory of post-positive communication, an assumption will arise
regarding the regularity of the order in the organization which will tend to resolve the aroused
conflict and treat disobedience as intolerable events (Allen 2016). Communication as per this
theory emphasizes on communications designed to help employees conform the rules and
work in efficiently.
Implementation of Communication theories in case of employee resistance
Critical theory combines theory and practice by attempting to create definite change
from theoretical advance. Instead of seeking prediction as well as regulation or explanation
and understanding, critical theories pursue positive change (McQuail and Windahl 2015).
Manager of the resort hotel can communicate under this theory in order to increase their
motivation with the assurance of greater benefits and privileges if they conform to the new
policy. Meanwhile, management of the resort hotel must take into account the issues
employees will encounter due to this new policy. Thus, under information theory, manager
can communicate with the employees by showing high responsiveness and highlight the
criticalities of the current pandemic. Since majority of the employees are unaware of the
severity of the coronavirus, it is important from the management’s end to improve awareness

7
COMMUNICATION
regarding the same and successively relate it to the newly implemented change in the
organizational facilities (Du Pré and Foster 2015). On the other hand, by applying post-
positive theory during communication, management should include the details of new
changes and to what extent employees will benefit from it. The communication must also
focus on severity of employees’ health conditions which will arise if they violate the
organizational policy. In addition, under this theory, communicator that is the manager must
highlight points of penalization for any disobedience as this Covid-19 pandemic should be
taken with high primacy.
Examples of companies that have had a similar situation
As per reports, Woolworths has withdrawn around 8,000 workers after the
government made prohibitions on pubs, clubs as well as hotels while it has also suspended
the departure and bonus of its Endeavour division until 2021 (Deare 2020). Furthermore,
Woolworths during this Covid-19 pandemic has reported of its attempt to reassign employees
from its Australian Leisure and Hospitality Group to other roles subsequent to the order given
by the Australian government regarding closures of hospitality venues for limiting the spread
of the coronavirus.
Another report reveals that up to 6,000 existing and former workers at Wesfarmers’
industrial segment have been poorly paid an estimated $15million. This has created much
conflict between the employees and its management (Taylor 2019). However, the company
has projected almost half of the $15m that was payable to workers is departure on loadings as
well as expenditures. As per reports, businesses will be held responsible for violating
workplace regulations. Businesses as well as their boards are on notice which will be
considered as the full series of implementation options obtainable as per the Fair Work Act
that includes process where it is found to be applicable (Bhatia and Balani 2015).

8
COMMUNICATION
Positives of the approaches chosen
Downward communication will be effective for to resolve this employee conflict as it
primarily helps managers to explain newly implemented policy lower level staffs to direct
them in familiarizing with the organizational principles. It will also help in developing a
sense of discipline amongst the employees which is important to limit and avoid any cases of
Covid-19 in the organization. Since, downward communication works very methodically
from upward to downward wherein no superior will be able to share any information to any
subordinate by evading his immediate succeeding subordinate (Keyton 2017).
The transactional model will be effective for the employees as sender (manager) and
receiver (employees) are essential to maintain the flow of the communication in transactional
model, and thus will be inter-reliant to each other.
Negatives of the approaches chosen
However, transactional communication will not be effective if the receiver (manager)
does not listen listening to the employees. Without any verbal response, the manager will be
unsure if the employees have understood his message as intended. To deal with this issue,
feedback must be taken. Feedback is seen as an imperative factor in the communication
process, particularly in interactive communication (Clancy-Feliciano 2016). Thus it will
provide with a space to clarify any misunderstandings which will arise during the meeting.
In downward communication, the long lines of communication might result in losing
important points of the message because of overstatement or making under statements. Thus,
it will be essential to maintain clarity and consistency by not losing the thrust of the
information.
Conclusion
To conclude, effective Communication is important in order to perform the simple
functions of management related to planning, organizing, leading and controlling. Downward

9
COMMUNICATION
communication will help to construct as well as maintain a harmonious association at every
levels of the organization. It will also help in evolving a sense of self-control between the
employees which is essential to avoid any cases of Covid-19 in the organization. Manager of
the resort hotel can communicate under critical theory will increase the motivation of
employees with the assurance of greater benefits and privileges if they conform to the new
policy. The management must also take in the details of new changes and to what extent
employees will benefit from it. Furthermore, effective and comprehensive communication
helps the managers to implement innovative methods established by the lower level
employees which are seen as an advantage of organizational communication.

10
COMMUNICATION
References
Allen, A., 2016. The end of progress: Decolonizing the normative foundations of critical
theory. Columbia University Press.
Barnlund, D.C., 2017. A transactional model of communication. In Communication
theory (pp. 47-57). Routledge.
Barreda, A.A., Bilgihan, A. and Kageyama, Y., 2015. The role of trust in creating positive
word of mouth and behavioral intentions: The case of online social networks. Journal of
Relationship Marketing, 14(1), pp.16-36.
Bhatia, K. and Balani, M., 2015, November. Effective internal communication: A crucial
factor affecting employee performance. In Proceedings of International Conference on
Management, Economics and Social Sciences (pp. 21-22).
Bodenmann, G., Randall, A.K. and Falconier, M.K., 2016. Coping in couples: the systemic
transactional model (STM). In Couples Coping with Stress (pp. 31-48). Routledge.
Bovée, C.L., Thill, J.V. and Raina, R.L., 2016. Business communication today. Pearson
Education India.
Clancy-Feliciano, J.K., 2016. Upward communication in organizations: The connection to
company culture and employee engagement. Gonzaga University.
Deare, S., 2020. Woolworths Stands Down Thousands Of Workers Amid Coronavirus Crisis.
[online] 7NEWS.com.au. Available at:
<https://7news.com.au/lifestyle/health-wellbeing/woolworths-stands-down-8000-staff-amid-
coronavirus-crisis-c-759534> [Accessed 11 April 2020].
Diener, M., Cruz, E.H., Alves, M.A. and Navaux, P.O., 2016, February. Communication in
shared memory: Concepts, definitions, and efficient detection. In 2016 24th Euromicro

11
COMMUNICATION
International Conference on Parallel, Distributed, and Network-Based Processing
(PDP) (pp. 151-158). IEEE.
Du Pré, A. and Foster, E., 2015. Transactional communication. Textbook of Palliative Care
Communication, p.14.
Genç, R., 2017. The importance of communication in sustainability & sustainable
strategies. Procedia Manufacturing, 8, pp.511-516.
Keyton, J., 2017. Communication in organizations. Annual Review of Organizational
Psychology and Organizational Behavior, 4, pp.501-526.
McQuail, D. and Windahl, S., 2015. Communication models for the study of mass
communications. Routledge.
Pearson, R., 2017. Business ethics as communication ethics: Public relations practice and the
idea of dialogue. In Public relations theory (pp. 111-131). Routledge.
Stevanović, M.I. and Gmitrović, A.M., 2015. Importance and Role of Internal
Communication in Organizations. In Applied Mechanics and Materials (Vol. 806, pp. 302-
307). Trans Tech Publications Ltd.
Taylor, J., 2019. Wesfarmers Workers Underpaid $15M As Company Blames 'Inadvertent
Errors'. [online] the Guardian. Available at:
<https://www.theguardian.com/australia-news/2019/oct/01/wesfarmers-workers-underpaid-
15m-as-company-blames-inadvertent-errors> [Accessed 11 April 2020].