Analyzing Communication, Knowledge & Information at Omega Airlines

This report examines communication, knowledge, and information management within the context of Omega Airlines. It begins by outlining major decisions needed for global growth, emphasizing the critical role of information and knowledge in effective decision-making. The report assesses internal and external information sources, recommending improvements for global expansion strategies. It then analyzes stakeholder involvement in decision-making processes, including strategies for building and maintaining business relationships. The core of the report focuses on communication processes, differentiating between horizontal and vertical communication, and suggesting improvements to ensure greater integration within the communication system. Finally, the report proposes a plan to enhance communication skills for a supervisor role within Omega Airlines, addressing the specific challenges presented in the case study.

Managing
Communication
Knowledge and
Information
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Major decisions which needs to be taken for global growth.................................................3
1.2 Need of information and knowledge for effective decision making......................................3
1.3 Internal and external sources of information.........................................................................4
1.4 Recommendations for improvement in decision making for the global growth...................4
2.1 Stakeholders for a decision making process..........................................................................4
2.2 Development of contact and business relationship with stakeholders...................................5
2.3 Involvement of stakeholders in decision making...................................................................5
2.4 Strategies for improving a relationship..................................................................................5
TASK 2............................................................................................................................................6
3.1 Process of communication.....................................................................................................6
3.2 Difference between horizontal and vertical form of communication and the ways to
improve appropriateness..............................................................................................................6
3.3 Improvements which ensure greater integration of system of communication.....................7
3.4 Plan to improve communication skills when work as a supervisor of Omega......................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
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INTRODUCTION
Communication can be defined as a way or process through which one can exchange his
ideas and thoughts by the means of oral, written and other mediums (What is Communication,
2015). Process of communication is completed only when receiver gets and understands the
message in the same way in which sender of the message transmitted it. Communication
knowledge and information plays an important role in the success of firm. It is the tool which
enables company to transfer knowledge and other insights related to the work aspects which help
it in the achievement of organizational goals and objectives. This project report is based on the
given case study of Omega airlines and it depicts the needs of knowledge and information for
effective decision making. Besides this, it also depicts the assessment of internal and external
sources of information which helps company in the collection of valuable information which
helps it in achieving the success.
TASK 1
1.1 Major decisions which needs to be taken for global growth
Every company that wants to get expand in the global market needs to take several
important decisions which would affect its growth and profitability in the global market.
Company needs to make effective decisions regarding several aspects such as financial
decisions, target market decision, marketing of product and services decisions etc. Proper
utilization of finance plays an important role in the success of company so it needs to make
effective financial plan and policies which ensures global growth of the organization. Besides
this, enterprise that wants to enter in the global market for growth and development needs to
consider political and legal conditions of that market (Tong, Tak and Wong, 2015). It is because
of the reason that it highly affects global expansion decisions of company and to achieve success
in the global market, relationship between business and the government is essential for
development.
1.2 Need of information and knowledge for effective decision making
Before entering into the global market, company needs to collect the information
regarding competitors and government. Along with that, it needs to have complete knowledge
about the competitors and government to become successful in the global market. Competitor’s
product, plan and policies also provide more help to company in making effective decisions
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which prove to be beneficial for the firm. Besides this, organization also has information
regarding government policies, rules and regulations related to the products or services which
company plans to deal in the global market (Pearson, Smeltzer and Thomas, 2015). It also
provides help to the business in making more effective and efficient decisions because these
factors highly affect the growth and profitability of company.
1.3 Internal and external sources of information
Internal and external sources of information plays a vital role in effective decision
making related to the global market. One of the main internal sources which provide more
valuable information is the annual report of company. It provides information regarding financial
health and condition of the business which helps the firm in making effective global expansion
decision (Ribeiro and et.al., 2015). To assess the suitability and reliability of source, company
uses latest data of the report which gives better insight to the firm. On the other hand,
organization also collects information from external sources such as government that provides
information about tax liabilities and other regulatory policies of the firm related to business
dealings. To assess the suitability and reliability of data, company requires using only that site
which is registered and has copyright for the information.
1.4 Recommendations for improvement in decision making for the global growth
To make improvement in the decision making process for global growth and
development, company needs to focus on effective data collection methods. Primary method of
data collection proves to be more beneficial for the organization because it provides valuable and
reliable information to company (McCallister and et.al., 2015). Questionnaire provides more
help to the firm in the collection of accurate data from respondents. Company frames questions
of questionnaire according to its need which helps business in the collection of valuable insight
about global market customers, market condition and other important aspects.
2.1 Stakeholders for a decision making process
There are many stakeholders such as employees, customers and shareholders that play an
important role when company makes decision regarding global market. Employees of company
are one of the main elements who provide creative and effective solution to the management
about various global issues. Besides this, shareholders of company are also one of the main
sources which help the firm in making effective decisions to attain the specific goals and
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objectives. Because shareholders are the main owners of company, they are more concerned with
the company matters and affairs as well as play a vital role in the decision making process
(Anshari, Alas and Guan, 2015).
2.2 Development of contact and business relationship with stakeholders
To develop and maintain effective business relationship with stakeholders, company
makes an effective use of various communication channels or mediums. Company conducts
meetings and seminars to contact employees which helps it in effective decision making as well
as supports in building and maintaining the relationship with them (Shepherd and Rudd, 2014).
Besides this, to contact as well as to build and maintain relationship with the customers,
company uses e-mail id of customers to provide them time to time information about products
and services. On the other hand, company also gets feedback from customers who help it in
improving their products and services.
2.3 Involvement of stakeholders in decision making
Company needs to involve employees, customers and shareholders in the decision
making process which provides more help to the firm. The main purpose of involving employees
in decision making is that it provides creative insight or solution of the problem. To involve
employees in decision making process, company needs to motivate and make its employees feel
that their suggestions and decisions make contribution to the achievement of goals. In contrary to
this, company also requires to involve shareholders in the decision making process of firm (Baird
and et.al., 2014). To involve them in the effective decision making, company needs to conduct
meeting with them and required to discuss the important issues related to company's global
affairs.
2.4 Strategies for improving a relationship
To improve the relationship with stakeholders, company needs to use personal
networking strategies which involves more customers in the decision making process. Personal
networking is a group which involves more dedicated people who develops and maintains
relationship for the long term to support given set of activities. Company can use personal
networking as a tool which helps the organization in increasing productivity at the global level
and thereby increases profit as well (De Vente and et.al., 2014).
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TASK 2
3.1 Process of communication
According to the given case study, it has been identified that Omega airlines use
horizontal form of communication. Vertical form of communication occurs between
employees of different hierarchical structures. It is also known as upward communication in
which flow of information moves from subordinates to superiors. On the other hand, vertical
communication is also known as downward communication when superiors provide direction to
their subordinates (Knapp, Vangelisti and Caughlin, 2011). On the basis of given case study, it
has been identified that upward communication occurs between Leigh Randell and Kent Davis. It
is because of the reason that Randell reports directly to Davis who is the vice president of in
flight services. Randell uses written form of communication to inform Davis that she is making
high efforts for not only reducing the ground time but also for trying to improve the satisfaction
of customers or passengers with more efficient departure procedure. But, Tom Ballard does not
give any response to her as well he does not coordinate to make improvement in the services of
Omega airlines. Along with that, Tom Ballard has the authority to report Alan Brook which
indicates that upward communication occurs between them. Besides the vertical form of
communication, Omega airlines can also use other forms of communication such as horizontal
form which proves to be more beneficial for it. Horizontal communication is one of the main
forms of communication which occurs between the same levels of employees either in written or
oral form within organization. It also provides more help to Omega airlines because it involves
high degree of informality. So, it enables Randell and Ballard to coordinate their efforts which
makes contribution to the achievement of Omega’s goals and objectives.
3.2 Difference between horizontal and vertical form of communication and the ways to improve
appropriateness
On the basis of given case study, there are several differences between horizontal and
vertical form of communication. Horizontal form of communication occurs between Randell and
Ballard in the written form that has the same hierarchy within Omega. However, vertical form of
communication takes place between Randell and Davis as well as in between Ballard and Alan
Brook. According to the given case study, Randell has communicated to her supervisor that she
tried to communicate with Ballard but she did not get positive response. . In vertical form of
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communication, most of the messages get distorted (Coombs, 2014). So, to improve the
appropriateness of communication between Randell and Ballard, Omega needs to foster high
degree of informality. To make communication more effective between Randell and Ballard,
Omega adopts horizontal form of communication. It enables them to make more efforts to
coordinate the activities of flight attendances and passenger service personnel with more efficient
departure procedure. In addition to this, to improve the communication between Randell and
Ballard, Omega needs to conduct conference and meeting between them for effective interaction
(Kaner, 2014). Besides this, to improve the appropriateness of communication, Omega needs to
resolve all the conflicts which occur between Randell and Ballard. It provides more help to the
firm in achieving success.
3.3 Improvements which ensure greater integration of system of communication
Omega needs to make improvement in the system of communication which ensures
greater integration between them. Omega needs to adopt horizontal form of communication
between employees who have same position in the organization. It provides more help to
company in achieving the success. Due to vertical form of communication, there is more delay in
the decision making process which affects the operations and stability of business. In addition to
this, employees of company hesitate to present their views and complaint to their superiors.
According to the given case study, Randell first wrote memo to Ballard in order to improve the
services of company (Jandt, 2015). But Ballard did not give any response to Randell. After that,
he made complaint to Kent Davis about the problems. Then to resolve the issues, Davis
conducted a conference and called up Alan Brook and Tom Ballard. It was a more time
consuming process and made delay in decision making. So, instead of following vertical form of
communication, company needs to adopt horizontal form. It enables employees of company to
mutually take effective decisions which prove to be very beneficial for the organization.
Horizontal form of communication fosters high degree of informality which motivates them to
work more effectively and efficiently without any barrier (Wood, 2015).
3.4 Plan to improve communication skills when work as a supervisor of Omega
If I would be given with the opportunity to work as a supervisor of Omega, I would
develop various skills through effective plan which helps me in the achievement of
organizational goals and objectives.
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Being a supervisor of Omega, I would make many efforts to become a good listener which
will help me in giving positive impact on others. Characteristics of good listener such as don't
disrupt speaker during his/ her conversation helps me in becoming a good listener. Besides this, I
would also try to understand the non verbal signals which play an important role in the
communication. In the given case study, it is stated that Randell does not make efforts to resolve
the conflicts and to make complaint to her superior. So, being a supervisor of the company, I will
try to resolve the conflict as well as would also make initiatives to understand the attitude and
belief of others which helps me in achieving the success.
TASK 3
4.1 Approaches to collection, formatting, storage and dissemination of information and
knowledge
Tesco collects information about attitude and behaviour of its customers towards retailing
discount with the help of primary and secondary data collection methods. Tesco uses
questionnaire to collect the information regarding consumer behaviour which gives more
valuable insight to company about the attitude of customers. Along with that, firm also uses
secondary data collection method to collect the information through sources like library and
periodicals which provides more help to collect the data related to subject of study. These data
collection methods prove to be more beneficial for company to gather information in an
effective, accurate and reliable way.
Tesco formats the collected information with the help of available Microsoft tools such as
Microsoft word, excel etc. Formatting is necessary because without it no one is able to
understand the data as well as in analyzing the results of the research program (Knapp,
Vangelisti and Caughlin, 2014). Further this, Tesco stores collected information with the help of
various data storage techniques. On the other hand, Tesco disseminates information with the
help of internet which gives valuable insight about the problem.
4.2 Appropriate changes to improve collection, formatting, storage and dissemination of
information and knowledge
Tesco undertakes following changes to improve collection, formatting, storage and
dissemination of information and knowledge are as under:
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 To improve the collection of information, Tesco uses copyright sources to collect the
secondary data because reliability and accuracy of data depends on the copyright sources.
It enables company in conducting appropriate research program because accuracy of
entire research program highly depends upon the reliable data.
 To format the collected information, Tesco uses extraordinary versions to appropriately
format the information which helps company in making effective decisions. Through this
company is able to achieve success in the strategic business environment.
 To store the information, Tesco can use advanced version of database which provides
more help to company in the near future (Shepherd and Rudd, 2014). It provides more
assistance to company in further research program whenever the similar kind of problem
arises.
 Besides internet, Tesco can use social networking site to disseminate the collected
information. It is best source through which which it is able to provide information to
large number of public.
On the basis of above mentioned improvements Tesco can build and sustain distinct image at
marketplace.
4.3 Implementation of strategy to improve access to systems of information and knowledge
To improve access to systems of information and knowledge Tesco frames various
strategies which enables it to secure the valuable data of the company. It can install software
which will help in securing data of the company. On the other hand, it also prevents the
unauthorized user to access the information which Tesco collects. This strategy proves to more
beneficial for the company in achieving success in the competitive business environment.
Copyright is also a tool through which Tesco can improve access to information and knowledge.
Because it assigns the legal right and authority to researcher to print, publish and record data for
a given time period (Pearson, Smeltzer and Thomas, 2015). To secure the information, it makes
copyright of the data so that rivals or other persons are not able to print data as its own. In
addition to this, any other person or authority who make use of this data needs to give reference
the person or company who collects it. If any other person use this data as its own then company
has the right to make sue upon it. By implementing strategies more effectively enterprise can
secure access to knowledge and information.
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CONCLUSION
From this project report, it has been concluded that company needs to adopt appropriate
form of communication which makes contribution in the achievement of goals and objectives.
Along with that, it has also been concluded that before entering into the global market to achieve
success, company needs to take into consideration all the factors which affect the global growth.
It is also concluded that stakeholders of company plays an important role in the effective
decision making which provides more help in achieving success.
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REFERENCES
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change adaptation. Global Environmental Change. 27. pp. 51-63.
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processes affect their outcomes? Evidence from sustainable land management in global
drylands. In EGU General Assembly Conference Abstracts. 16. pp. 14537.
McCallister, J. W. and et.al., 2015. Communication skills training curriculum for pulmonary and
critical care fellows. Annals of the American Thoracic Society. 12(4). pp. 520-525.
Pearson, J. N., Smeltzer, L. R. and Thomas, G. F., 2015. The relationship between planning and
information source/media used by small firms. Journal of Small Business Strategy. 6(1). pp.
35-52.
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relationship between organizational culture and Job satisfaction: The perception of
information communication and technology (ICT) practitioners in Hong Kong. International
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Books
Coombs, W. T., 2014. Ongoing crisis communication: Planning, managing, and responding.
Sage Publications.
Jandt, F. E., 2015. An introduction to intercultural communication: Identities in a global
community. Sage Publications.
Kaner, S., 2014. Facilitator's guide to participatory decision-making. John Wiley & Sons.
Knapp, M. L., Vangelisti, A. L. and Caughlin, J. P., 2014. Interpersonal Communication &
Human Relationships. Pearson Higher Ed.
Wood, J., 2015. Interpersonal communication: Everyday encounters. Cengage Learning.
Online
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