A Comprehensive Case Study: Communication, Ethics, and Staples Bank

This case study examines the communication strategies of Staples Bank, a leading UK bank with a global presence. It explores the importance of effective communication, highlighting its role in standardized communication, company image, and staff morale. The study presents the interactive model of communication as suitable for Staples Bank, outlining its components and application. It identifies methods to overcome communication barriers, such as communicating concisely, avoiding slang, and understanding cultural differences. Furthermore, the case study discusses modern technologies like mobile optimization, wearable devices, cloud technology, visible light communication, and AI to improve communication processes. Finally, it addresses ethical issues faced by the bank, including misconduct and misleading practices, proposing communication strategies like restriction to mitigate their impact and enhance the bank's image and customer trust. The study concludes that effective communication is crucial for Staples Bank's success.

CASE STUDY

Table of Contents
INTRODUCTION...........................................................................................................................3
Importance of effective communication strategy in bank............................................................3
Model of communication for Staples Bank.................................................................................4
Methods for overcome communication barriers..........................................................................5
Modern technologies for improving communication process.....................................................6
Ethical issues face by bank and ways to minimize impact of ethical issues................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Communication is process of communicating with two or more peoples at the same time.
By the effective communication process an individual can share their thoughts, feelings,
emptions, messages and information. With the help of communication, an organization or
individual can understand each other thoughts.
Staples bank is the leading bank of United Kingdom, with 100000 staff in more than 50
countries. It is the important part of multinational bank with 5500 rental outlets in 9 countries
including Canada, US, Germany, Ireland, Spain, India and South Africa (Ali and Kamran, 2017).
In this will conclude about the effectiveness of communication in Staples bank. In this report will
discuss the importance of effective communication strategy that will Staples bank use for
effectively communicating. This report will also include the suitable model of communication to
describes they key stages in communication process adopted by Staples bank. In this will also
describes about the method that Staples bank sue for overcome potential hindrances to its
communication strategy (Austin and Pinkleton,2015). This report will also show the five modern
technologies that Staples bank can use to improve its communication process. In this report will
represent the key ethical issues that Staples bank was accused of and suggest ways to use
communication strategies to minimize the impact.
Importance of effective communication strategy in bank
Communication is very important in an organization for performing all types of task and
duties. With the help of effective communication process a company can effectively perform
their all task. For Stapless bank it is very important for adopting effective communication
strategy in their bank.
Standardized communication: With the help of standardized communication Staples bank
employees can more effectively communicate with their managers, colleagues and other
important person of bank. For standardized communication process bank can use all the share
information record by the data record or data collection (Davis and et.al., 2017). This type of
method also reduce the problem of misconduct in bank. It has been already happen in Staples
bank, if bank earlier use this type of criteria of information than misconduct will not happen in
the bank and no one will be able tos share false information about the bank.
Company Image: Effective communication styles also important to build a strong and good
image of company in market. If Staples bank use effective communication strategy than it will

help bank to build their strong image, also enhance external business contact and bank also able
to present their self with professionalism (Greenaway and et.al.,2015). If Staples bank use that
type of strategy of communication, then it will not create any kind of communication barrier
which is arisen at the time of merger. And, also Staples bank no need to hire BOSS for
maintaining communication between India and South Africa.
Staff morale: Improper communication also increasing in employees problems of frustrations,
stress and confusions. Because they are not understood the things. They are most of the time feel
left out, specially when management of an organization not able to communicate with the
effectively (Hosseini, Fatemifar and Rahimzadeh, 2015). If Staples bank use effective
communication in the bank employees are effectively communicated, also share their problems
and doubt with their seniors. It will also help bank to share information constantly with workers,
it will create transparency in an organization. With the help of effective communication strategy
bank employees feel motivated which is very much important for every bank.
So, with the help of effective communication strategy bank can improve their working
environment and also reduce the barriers and problems which is developed just because of lack
of communication.
Model of communication for Staples Bank
Staples bank can use interactive model of communication for explaining the key stages of
their communication process. This model is effective at all stage of an organization and also
create deep impression on provided information.
Figure 1: generic communication process model

(Source: The Process of Communication, 2019)
Interactive model of communication: This model is also known as convergence model. It is deals
in sharing messages and ideas taking place both ways from the sender to receivers and vice-
versa. Staples bank can use this model for their different stages of communication (Thompson,
2018). The basic components of these model is encoder- source- decoder, message, feedback and
field of experience.
The concepts of interactive model of communication:
As per these model, Staples bank manager or top management send messages or
information to a receiver, for these they can use some sources such as emails, face to face,
telephones etc. in encodes form. Receivers which means, the employees or staff members of
Staples bank, decodes the message and information which is provided by top management. They
are decodes the information for getting original massages. After decoding the information the try
to understand share message act as per provided information. Then staff and employees of bank
act like an encodes send the feedback upon share messages, and they again send to the top
management of bank. The provided information is generally affected by the field of experience,
such as the culture, social, situation, psychology and channel used. All these component affected
the data or information interpretations (Tanabe and et.al., 2019). Because all persons in Staples
bank have different background, cultures, languages so, they can be the reason for changing in
provided information. All person have different opinion and thought process they are reacted
accordingly.
Methods for overcome communication barriers
Improper communication in organization create hurdle and barriers in interactions. That
will affect various task and duties in a company, which is negative aspect of communication
barriers. For removing, reducing and overcome from communication barriers, Staples bank can
use several methods i.e.:
Communicate only what is needed: Distractions and noise can hindrance the communication
process at every level. Staples bank can reduce their communication barrier by using this
method. With the help of this method of communication, bank able to encourage their workers
and providing them appropriate information when needed (Oetzel, 2017). Bank can reduce
barriers in communication by sharing messages and information in form of short, compact and
packed with only the message an individual needs to perform their job.

Avoid Slang: Bank use non-verbal method of communication. It can also arise the barrier of
communication. Because all peoples are not understood the non- verbal method of
communicating and sometimes they are take that information some other manner. So, if bank can
reduce the using slang language in their non-verbal communication process that will reduce
barriers.
Remain aware of culture differences: Staples bank can also reduce the communication barrier by
understanding other culture and values. Because, bank has barriers of communication at the time
of India and South Africa banks merger (Nejad, Tran and Corner, 2016). Just because Staples
bank have no idea about the both counties culture. For removing these type of issues of
communication, bank can keep their messages and information simple, which is understandable
for everyone easily.
Modern technologies for improving communication process
There are various technologies of communication available in market and some of these
already use by Staples Bank such mail, letters, websites, telephones, TV, group discussion face
to face and also use non-verbal communication in their communication process. But for
improving their communication process bank can also use some techniques i.e.:
Mobile optimization: For effective and proper communication mobile is very first techniques
which is use by various organization and the individual. Because they are easily available ion the
society(Kelly and et.al., 2015). Staples Bank can use this technique in their organization for
improving the communication process. In mobile technology bank can develop some apps which
is provided sufficient information about the bank and their services and also useful for sharing
information ion between bank staff.
Wearable devices: For improving communication process in Staples Bank, wearable device is
very effective tool. In this tool technology and communication merged together. Bank can use
this tool for get more data and information about the customers and market trends. This type of
communication is very attractive in between bank and their customer.
Cloud technology: Cloud technology is an important part of every business communication. The
necessity of data and information keeping space proceed to be impulsive force for various
organization. Bank can use this technique for storing their sensitive and important data
(Hosseini, Fatemifar and Rahimzadeh, 2015). That store information is useful for bank at the
time of communicating with employees or customers. They have evidence about the information.

Because with the help of cloud storage device Staples bank get storage space for information and
data, and they also have evidence for communicating.
Visible light communication: One of most famous and useful modern technology nowadays is
Visible Light communication technology. The growth of LiFi is replaced all well-known
technologies along with Wi-Fi. That technology use LEDs that function under high ratio voltage
and make bidirectional transmission for information channel as access point (Greenaway and
et.al.,2015). With the help of this technique bank can share their ideas, information and messages
very fast and effectively, without the problem of misconducting. Also, this tool of
communication consume low energy and enhance green innovation.
Artificial intelligence: For improving communication process in Staples bank, bank can also
adopt AI technology. This software is directly connect with individual voice. Bank uses this
technique for sharing some sensitive information with their staff and employees (Davis and et.al.,
2017). With the help of AI technology bank is able to share messages and information with each
one also without language and culture issue.
By using those modern techniques bank can enhance or improve their communication process,
which is reduce barriers of communication in an organization.
Ethical issues face by bank and ways to minimize impact of ethical issues
Staples bank face the issue of misconduct in 2012. in this ethical issue bank admitted that
they are provided false information to the Libor system. Libor system helpful for creating
interest rate for loans, mortgage and swaps contracts. For removing and reducing the impact and
activity these types of ethical issues in bank, Staples bank can use communication strategies of
Restriction. It will create limitation on bank employees. That provide instructions to the staff and
tell how to share information, how to communicate with customers and clients. With the help of
these communicating strategies Staples bank reduce issues such like misconduct, because
everyone in bank know their task and responsibilities, that will make accountability on the
employees and that will reduces the chances of misconduct (Ali and Kamran, 2017). The another
ethical issue which is arisen in Staples bank is misleading customer for investing in the bank. For
reducing the impact of that particular ethical issue Staples bank can also adopt restriction
strategies of communication. According to the strategy, no one is able to force their customers to
invest in bank. Because every employees in bank have some restriction onto them, if they
participate in any kind of activity then bank can terminate them. If Staples bank use this

communication strategy in their bank, then it will improve the bank image and goodwill in
market. Customers base also enhance, and they show trust upon the bank. Also, it is helping the
Staples bank for creating business relationship in market, because everyone thinks it is trustable
organization (Austin and Pinkleton,2015). And good communication strategies are always
fruitful for bank and for their employee. It will solve all the doubts of employees and also
employers can easily interact. So, these conditions will reduce the ethical issues such as
misconduct and misleading.
CONCLUSION
From the bases of above study it has been concluded that the importance of effective
communication in Staples bank, for this has been describes about company image, staff morale
and standardized communication. In this report also included method of communication for
describing the various stages of communication which is use by Staples bank with the help of
interactive model. This study also explained about five modern technologies such as mobile
optimization, wearable devices, artificial intelligence which are helpful for bank enhancing their
communication process. In the end of report has been concluded about the some ethical issues
those are face by the bank and give communication strategy for reduce the impact of those
ethical issue in the bank.

REFERENCES
Books and journals
Ali, A.A. and Kamran, A., 2017. Barriers in Adopting M-Banking System in Universities. In
Proceedings of the Tenth International Conference on Management Science and
Engineering Management (pp. 191-202). Springer, Singapore.
Austin, E.W. and Pinkleton, B.E., 2015. Strategic public relations management: Planning and
managing effective communication campaigns. Routledge.
Davis, K and et.al., 2017. Systems and methods to add funds to an account via a mobile
communication device. U.S. Patent 9,595,028.
Greenaway, K.H and et.al.,2015. Shared identity is key to effective communication. Personality
and Social Psychology Bulletin. 41(2). pp.171-182.
Hosseini, M.H., Fatemifar, A. and Rahimzadeh, M., 2015. Effective factors of the adoption of
mobile banking services by customers. Kuwait chapter of Arabian Journal of Business
and Management review. 33(2581). pp.1-13.
Kelly, B.M and et.al., 2015. Networked gaming system communication protocols and methods.
U.S. Patent 9,117,342.
Nejad, M.G., Tran, H.T.T. and Corner, J., 2016. The impact of communication channels on
mobile banking adoption. International Journal of Bank Marketing.
Oetzel, J.G., 2017. Effective intercultural workgroup communication theory. The International
Encyclopedia of Intercultural Communication. pp.1-5.
Tanabe, K and et.al., 2019. SYSTEM AND METHOD FOR iPS CELL BANK USING MEDIA.
U.S. Patent Application 16/445,213.
Thompson, N., 2018. Effective communication: A guide for the people professions. Macmillan
Online
The Process of Communication. 2019. [Online]. Available through
<https://courses.lumenlearning.com/wm-organizationalbehavior/chapter/the-process-of-
communication/>
International Higher Education.