BUSN20017: Enhancing Business Communication Systems - CQUniversity

This report addresses the challenges in internal business communication identified through a communication audit. The audit revealed issues such as unprofessional email etiquette, communication gaps between managers and employees, and problems in the supervision process due to geographically separated teams. The report highlights that these issues have led to a 15% decline in company production. To address these problems, the report suggests implementing a training program for professional email communication, establishing a preplanned communication system for managers to keep employees informed, and forming cross-functional teams with supervisors to improve guidance and support. The report emphasizes the importance of a cooperative attitude from all employees to successfully implement these measures and improve the overall work environment and productivity.

Running head: Effective business communication
Effective business communication
Name of the student
Name of the University
Author note

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Memorandum
To: The employees
From: The Chief Executive Officer
Date: 6th August, 2018
Subject: Improvement of the communication system within organization
Objectives and background
The communication audit process
This is to notify you that the purpose of the memorandum is to give immediate attention to the
issues and challenges related to the internal communication system as reported by the
communication audit process conducted by three-member team. The three-member team
conducted an internal audit in the management level, supervisor level and employee level
separately over 6 long months.
Specific purpose
According to the report presented by the audit team, a special attention is required in order to
improve unprofessional email etiquette followed by the employees.
General purpose
It has been observed from the audit report that there are some serious issues in the
communication system within the organization. Due to the communication issue the production

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of the company has been lowered by 15%. Thus immediate attention is needed to eliminate the
communication challenges coming in the pathway of the growth of the organization.
Issues and Challenges
In respect to that, the importance of proper communication system within organization deserves
mention. It has been considered that a proper communication system within an organization is
the greatest strength of any company (Mishra, Boynton & Mishra 2014). Therefore, more than
any other thing, special emphasis is given on an effective internal communication system in
order to enhance efficiency as well as productivity of the employees (Mishra, Boynton & Mishra
2014). The major factors that are given priority in terms of the internal communication system
are effective communication between management and the employees (Zerfass & Franke 2013).
Keeping all the above mentioned aspects in consideration the internal assessment had been
conducted which reported some serious issues in terms of communication in three major areas;
communication issue between managers and employees, issue in the process of supervision
since employees and supervisors are posted in different centers, and most importantly
following an unprofessional manner while sending emails. It has been observed that due to
these issues, the growth of the company is being affected while reporting a 15% decline in
production; therefore immediate attention from the managers, supervisors and from the
employees is required.
Unprofessional manner of sending emails
On the basis of priority, the major issue that needs to be solved is the unprofessional way of
sending emails. It needs to be mentioned that unprofessional manner of emailing is being
followed by the supervisors as well as employees which encourages a casual approach of the

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employees. As per the data, 65% emails had been sent in unprofessional manner. This also
results in a delay while sending important information to the management. It has been observed
emails containing informal language without any salutation are being sent out which encourages
an ineffective communication system within the organization. In a crisis situation employees
have been observed to have failed to resolve by communicating or escalating due to not having
adequate knowledge of communication.
Communication issue between managers and employees
The second major issue is the communication gap between employees and the managers which
needs to be resolved. As per observation, after taking decision, managers fail to communicate
that to the employees which result in serious confusion in the process. Over the last six months,
17 incidents have been reported in respect to the above mentioned issue; however, most
significant was that the management decided to impose a deduction on the salary of those
employees who would not meet their target last to last month. The decision had not been
officially announced, and as a result, outrage among the workforce has been observed. This, in
turn, had an adverse impact on the productivity of the employees as a major section of the
employees were dissatisfied. In addition to that the incident also negatively impacted on the
employee retention.
Communication issue in the process of supervision
Communication issue among the employees and supervisors has also been reported, and it should
be considered as another major issue. According to the present scenario, supervisors are not
posted in the same office, where employees work. In order to communicate either they use email
service or interact over the telephone. As per the feedback received from the employees, they do

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not receive proper guidance and clarification from the supervisors which affect the quality of
production. On the other hand, supervisors also fail to operate the business process in an
appropriate manner resulting 15% decline in production. Thus both the employees and the
supervisors face in terms of communication on a regular basis.
Despite good external communication system, the inappropriate internal communication is
creating obstacles in the way of the further growth of the company. Employees hesitate to seek
any assistance from their seniors and supervisors that further increase the number of flaws in the
end product. Therefore a cooperative approach from the managers, supervisors and employees is
being encouraged in order to solve them. For the purpose of the giving recommendation, some
possible measures are being mentioned below.
Solution to the challenges
Solution for problem one – training program for emailing
The major issue of the unprofessional manner of emailing would be addressed by implementing
a training and development program. Efficient and specialized personnel will be taking sessions
where employees will be given practical training on the professional format of business email
and letters. If required, additional language training will be provided to the employees (Quirke,
2017). Since email is the integral mode of communication in terms of internal business
communication, the employees, supervisors and the managers need to understand the importance
of sending email in a professional manner.
Solution for problem two - communication plan for managers

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As serious consequences are occurred due to the communication issue between the managers and
the employees, a preplanned communication system will be introduced. In the new
communication plan, managers will be required to inform the workforce in case of any changes
take place or any decisions are taken (Cardon, 2014). Before taking a decision, managers will
need to consider the opinions of the employees so that they feel valued at work and aftermath of
the official announcement of the change or decision; employees must be welcomed to solve their
quires in regard to that. For a smooth communication within the organization, interaction
sessions between the management and the employees will be organized so that employees can
take up their issues or problems or any other concerns to the management level (Goetsch &
Davis, 2014).
Solution for problem three – formation and shifting of teams across two centers
In the meantime, the communication issue between the supervisors and the employees, teams
will be developed. Each team will have a supervisor. Teams will be equally scattered over the
two centers. The aim would be making ease for the employees so that they can receive proper
guidance, interaction and assistance from the supervisors and produce the quality solution
(Delgado et al., 2014). It is highly recommended to the employees that they should not hesitate
in case of any assistance is required. On the other hand, the supervisors will be encouraged to
share feedbacks to their subordinates so that they can make improvements in their efforts. In
respect to that it needs to be mentioned that, if it is seen that the employees are not receiving
desirable assistance from the supervisors, strict action will be taken against the supervisors.
Closing

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In the concluding part, it needs to be mentioned that the memorandum aims to give suggestive
measure in order to improve the internal communication system. Thus it began by stating the
importance of internal communication system, identified the issues and then gives the
recommendation to solve the issues.
Thus it can be said that an appropriate communication system would help to build a healthy work
environment within the organization which in turn will increase productivity determining the
further growth of the company.
In regard to that, a cooperative attitude from the entire workforce is desirable for successful
implementation of the recommended measures. Should the employees have any queries; below
mentioned contact details could be used.
Thank you,
Chief Executive Officer
Data Solution
Email Id:
Contact Details:

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References
Cardon, P. W. (2014). Business communication: Developing leaders for a networked world. New
York, NY: McGraw-Hill Irwin.
Delgado, A., Weber, B., Ruiz, F., De Guzmán, I. G. R., & Piattini, M. (2014). An integrated
approach based on execution measures for the continuous improvement of business
processes realized by services. Information and Software Technology, 56(2), 134-162.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Mishra, K., Boynton, L. and Mishra, A., (2014). Driving employee engagement: The expanded
role of internal communications. International Journal of Business
Communication, 51(2), pp.183-202.
Quirke, B. (2017). Making the connections: using internal communication to turn strategy into
action. Routledge.
Zerfass, A. and Franke, N., (2013). Enabling, advising, supporting, executing: A theoretical
framework for internal communication consulting within organizations. International
Journal of Strategic Communication, 7(2), pp.118-135.