COM512 Applied Communication: Improving Employee Motivation

This case study delves into strategies for enhancing employee motivation and customer relationship management (CRM) through effective applied communication techniques. It emphasizes the importance of interpersonal skills, confidentiality, and self-assessment for team members. The study outlines a CRM plan focused on customer retention, service, and innovation, supported by valuing employees and ensuring positive customer interactions. It also explores the use of computational thinking to distribute job responsibilities and reduce employee workload, alongside motivational strategies like incentives and recognition. The goal is to improve employee performance and overall customer satisfaction.

Running head: APPLIED COMMUNICATION
APPLIED COMMUNICATION

APPLIED COMMUNICATION 1
Table of Contents
Interpersonal skills.....................................................................................................................2
Guide and Support..................................................................................................................2
Confidentiality........................................................................................................................2
Self-Assessment Techniques......................................................................................................2
Ensuring good communication...............................................................................................2
Effective management of every individual.............................................................................2
CRM Plan...................................................................................................................................2
Computational Thinking............................................................................................................3
Enabling the environment of Computational Thinking..........................................................3
Distributing the job responsibilities with the help of computational thinking.......................3
Motivating Employees...............................................................................................................3
Introduction of Incentives.......................................................................................................3
Recognition.............................................................................................................................3

APPLIED COMMUNICATION 2
Interpersonal skills
Guide and Support
The team members feel highly motivated when they are guided by their leader. The
guidance of leader helps the employees to perform better by understanding their work in a
well-structured manner. When they are provided support, they feel that they are being noticed
by the leader and this provides motivation to employees by developing a sense of importance
among all the team members.
Confidentiality
The employees also feel motivated when their personal and professional issues are
kept confidential by their leader. It develops a sense that the leader is capable to maintain the
dignity of his each team member. This motivates the employees to fulfill the expectation of
leader by fulfilling their job responsibilities on time (Khan & Ahmad, 2012).
Self-Assessment Techniques
Ensuring good communication
The leader is required to ensure that the communication among team members is
strong and all team members are able to communicate with each other without any hesitation
and personal issue.
Effective management of every individual
The leader is required to ensure that all team members are capable to manage their
own performance individually. For this purpose, each member should set a target for her/him
which can be compared to the actual performance to find the deficiency in efforts. This will
help the employees to access their performance with predetermined results by them instead of
comparing with the performance of others. It will automatically decrease the chances of
conflict among the team members.
CRM Plan
The effective CRM plan that may not affect the customer experience because of
demotivated team members can be described in following steps:
Summary The company values each and every customer it does business
with. For this purpose, CRM plan of the company will focus on the
customer retention, customer service and innovative ways to meets

APPLIED COMMUNICATION 3
the demands of the customer.
Employees The company also values its employees similarly to its customers.
Following this, the employees would be provided all facilities to
serve the customer in a well-structured manner. The HR
department of the company is responsible for taking care of all
right and obligations of employees. It also ensures that employees
must not be pressurized because of the working environment and
working schedule.
Customer
Interaction
The customers are served online via chat or call. Thus, it would be
ensured that customers are not treated in a harsh tone or with harsh
words. For this purpose, employee rating will be considered to
examine the performance of employees.
Customer
Relation
The employees are responsible to follow the guidelines to interact
with customers which may help in maintaining good customer
relation.
Competition Competing industry standards shows that CRM managed by the
competitors involves constant email updates, phone inquiries, and
social media influence to attract customers. The current satisfaction
level of customers is 75 %. This plan aims at improving this rating
up to 85%.
Evaluation The plan involves evaluation of the results with the expected
results so that employees may be rewarded in case of better
performance and corrective steps can be taken in case of any
deficiency.
(Mohammed & Rashid, 2012)
Computational Thinking
It is though process which is used to define and problem and its solution in such a
way that these can be carried out easily by a machine or a computer. The main factors related
to computational thinking that can prevent migration of employees are as follows:
Enabling the environment of Computational Thinking
The company can introduce the concept of computational thinking by providing
training to employees that can help them in preparing data in such manner that can be used by
the computer to further analyze and obtain results. It will reduce the work of employees and

APPLIED COMMUNICATION 4
the work will also be performed with dual specialization of the employees as well as of the
computer. The working hours of the employees can also be reduced if their work is
completed before time. It may provide sufficient time for employees to take rest and release
the mental pressure.
Distributing the job responsibilities with the help of computational thinking
If the employees are thinking to migrate because of the pressure of work, then
computational thinking is a tool that can be used to distribute the task of work among team
members. Each employee should provide the work in which he can perform better. For
example: if an employee is better at analyzing the data that can be easily used for further
computation, then he should be given the responsibility to analyze data of all tasks. It will
help in improving the quality of work as well as other employees may not feel overburdened
(Mohaghegh & McCauley, 2016).
Motivating Employees
Below mentioned strategies can be used to motivate the team members:
Introduction of Incentives
The employees are getting demotivated because of salary. For this purpose, the interactive
incentive plans can be introduced to motivate employees. These plans should be based on the
performance and customer rating of each and every individual. This step would motivate the
employees, as well as the performance of the employees, will also get improved.
Recognition
The employees should be provided recognition for the improvements and initiatives
taken by the employees along with their duties and job responsibilities. Recognition should
be provided to the team members in both written and verbal form and promotions should also
be based on such recognition. For example: If a customer is happy with the services provided
by an employee and gives good rating then such employees should be appreciated by the
leader immediately during office hours in front of all staff. According to Maslow's Hierarchy
Theory of motivation, an employee feels motivated when his work is recognized by superiors
and in front of rest of the employees. The areas which can be considered to provide
recognition to employees may include completing a tough assignment, perfect recognition,
providing valuable suggestions, achieving targets and helping out others (Ganta, 2014).
References

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Ganta, V. C. (2014). Motivation in the workplace to improve the employee performance.
International Journal of Engineering Technology, Management, and Applied
Sciences, 2(6), 221-230.
Khan, A., & Ahmad, W. (2012). Leader’s Interpersonal Skills and Its Effectiveness at
different Levels of Management. International Journal of Business and Social
Science, 3(4), 296-305.
Mohaghegh, M., & McCauley, M. (2016). Computational Thinking: The Skill Set of the 21st
Century. International Journal of Computer Science and Information Technologies,
7(3), 1524-1530.
Mohammed, A. A., & Rashid, B. B. (2012). Customer Relationship Management (CRM) in
Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions,
Marketing Capabilities and Hotel Performance. International Review of Management
and Marketing, 2(4), 220-230.