SBM4203: Analysis of Communication and Feedback Issues in IT Company

This report examines the critical issues of communication and feedback within an IT service company facing rapid growth. The analysis identifies key problems stemming from poor communication, including a lack of understanding of organizational strategy, difficulties in implementing plans, decreased employee motivation, hindered knowledge transfer, quality issues, and ultimately, a decline in revenue. The report then proposes solutions using the two-way communication model and the horizontal communication model to address these issues. Furthermore, it suggests a detailed intervention program that includes regular employee discussions, improved access to internal knowledge, the implementation of an intranet network, internal newsletters, a dedicated feedback portal, and a CRM platform. The report aims to provide insights into improving organizational communication and employee engagement to foster a more productive and successful business environment.

Running head: LACK OF COMMUNICATION AND FEEDBACK ISSUES
LACK OF COMMUNICATION AND FEEDBACK ISSUES
Name of the Student
Name of the University
Author Note

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LACK OF COMMUNICATION AND FEEDBACK ISSUES
Table of Contents
About the organization:........................................................................................................................2
Description of the problem:..................................................................................................................2
Models to solve the problem:...............................................................................................................4
Two way communication model:.....................................................................................................4
Horizontal communication model:...................................................................................................4
Intervention program to solve the problem:.........................................................................................5
References:...........................................................................................................................................7

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About the organization:
The organization considered in this context is an IT service company with around 1200
employees. It specializes in networking, infrastructure and IT consultancy services. Although it is
relatively new company in this field, it is expanding its services as there is growing demand for
quality IT consultancy services at affordable price which requires the company to expand its
employee base as well. This requires various strategic planning that the organization needs to
consider to extend its services in the market to capture to increase the revenue and create an
enhanced corporate status for the organization.
Description of the problem:
As the company is growing in terms of service base and revenue, it needs to increase its
employee base as well to address the demand for services. However, there is one significant issue
that is present in the organization which requires extensive analysis as communication is an
important aspect of any organization no matter how large or small the company is and without
proper communication it is impossible to execute organization process properly. So some of the
major problems that the organization right now faces due to lack of communication and feedback
are:
Less knowledge about organizational strategy: When there is no proper communication within the
organization, it often creates confusion among the employees about the organization strategy and
planning that the organization need to implement. Right now in the organization there is no dedicate
effort to improve the communication process that is required to felicitate communication between
the employees and the higher authorities.
Difficulties in implementing plan: When any new plan is implemented in an organization it requires
everyone to identify the reason for execution of new plan and how this is going to employees in
overall. When this is clear, it becomes easier for the organisation to involve employees into it and

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ensure successful implementation of the plan that the organization decides as part of the business
process.
Lack of motivation: employees are not motivated enough if they do not feel that they are part of the
organization and their opinions matters for the organization. This is where communication plays a
significant role. When employees are allowed to communicate and provide feedback and those
feedback and suggestions are implemented into the organization process, it motivates employees a
lot which helps in increasing their productivity which is advantage for the organization as well.
Lack of knowledge transfer and knowledge sharing: When organization does not promote culture of
open communication in the workplace, employees are also not motivated to create community
within the organization. An effective community allows employees to transfer and share knowledge
which helps in enhancing knowledge base as well.
Quality issues: Lack of employee motivation and culture for knowledge transfer and knowledge
sharing, it affects employee performance which affect the quality of the work. Lack of feedback
regarding employee performance makes it difficult for the employees as well for the organization to
identify scope of improvement and share it with the employees so that they are aware of their
performance issues and areas where they need to improve.
Decrease of revenue: As quality issues are often identified in the employees work, it affects client
satisfaction which affect revenue of the company as it is difficult to retain client if quality is not
ensured within the delivered service. Hence this is another issues that the organization should be
aware of and should analyse the importance of the proper communication.

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Models to solve the problem:
Two way communication model:
Description of the two way communication model:
In this communication model, both the speaker and listener has same importance in the
communication process. In this communication process, speakers not only communicate the
message, but wait for the listener to interpret the message and provide feedback as well. This
feedback is analysed by the speaker to identify if the listener has any issues with regards to the
communication. This is an excellent communication model as it allows not only sharing information
but also allows for interpretation of information and sharing of feedback as well which are two of
the major requirements of any effective communication.
Benefits of the two way communication model:
As right now there is lack of proper communication in the organization, this model seems to be
highly effective as it has certain benefits if it is implemented within the organization:
 Sharing as well as interpretation of message and information provided and both of these
process are supported for effective communication
 Increase transparency in the communication
 Less possibility of confusion in the communication process
 Allows for sharing of maximum amount of information in less time with increased
efficiency
Horizontal communication model:
Description of the horizontal communication model:
Horizontal communication is the process which considers the transmission of information between
people, divisions, departments or units and these communication is done within the same level

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within the organizational hierarchy. Hence this allows for improved communication especially in
the context of organizational structure.
Benefits of the horizontal communication model:
 It reduces misunderstanding that might happen between departments who are working on
the same project, thereby it is an effective way for increasing efficiency and productivity.
 It reduces misunderstanding that might happen between departments
 It is effective for people who are working on the same project
 it is an effective way for increasing efficiency and productivity
 Horizontal communication facilitates teamwork with enhanced communication
Intervention program to solve the problem:
An intervention program is required to implement for solving the communication issue in
the organization. The program considers recent organization culture, infrastructure, requirement and
all of these factors are properly analysed to develop an effective program.
Regular discussion with the employees: higher authorities will arrange meetings with employees in
regular basis. Here typical and formal office environment is discouraged. The discussion will be
less formal and more constructive. Here employees will share their views about various
organization culture, policies, rules and improvement that they want or think necessary. This will
help the higher authorities to analyse the organizational policies from the employees’ point of view
Ease of access to the internal knowledge and documentation: Internal knowledge and
documentation will be made available to everyone and to offer easy access, organizational database
will be deployed in the cloud sever so that it is possible to access those documentation from
anywhere anytime. This will increase employees’ productivity as well.
Design of intranet network for increasing social interaction: Dedicated intranet for the organization
will be designed and deployed to increase socialization within the employees. This will allow
employees to increase coordination and communication within the employees and interact more
efficiently which is required for developing community within the organization.

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Share of internal newsletter: Internal newsletter will be designed and it will contain various
important news and achievements, introduction of new policies and other important organizational
news. These newsletter will make aware of the organizational news in various topics even if they
busy in their office works. Newsletters are hence important strategy for effective communication
within the workplace.
Dedicated portal for sharing complaints and feedback: A dedicated portal will be deployed for the
employees and they will be allowed to share their opinion and complaints and any feedback they
want to share. This portal will help the authorities to recognize issues and after analysing those
issues feedback will be provided as part of the reply to the queries made by the employees through
the portal. This will ensure efficient and effective communication between the employees and the
higher authorities.
Deployment of CRM platform: Proper communication with the consumers is important for the
organization. In order to improve communication with the employees, CRM platform will be
deployed as helps in data regarding consumers’ queries and providing reply to the consumers
analysing the importance and priority of the queries which ensure effective and efficient
communication with the consumers as well.

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