Communication Strategies and Improvements for SHDE Holdings Report

This report analyzes the communication skills of SHDE Holdings, a Singapore-based company, addressing reported issues in customer and client communication. It explores the communication process, identifying inefficiencies and suggesting improvements. The report examines different modes of communication, including oral and written channels, and assesses the effectiveness of social media and personal relationships. It also evaluates the impact of technology on communication and recommends formal communication systems to overcome existing problems. Furthermore, the report assesses oral presentation skills, written communication conventions, and provides recommendations for enhancing overall communication effectiveness within the organization to improve its image, customer relations, and competitive advantage. The report concludes by emphasizing the importance of improved communication strategies for SHDE Holdings to attract and retain customers.

COMMUNICATION
SKILLS

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
1.1 The process of communication and why communication within organisations is
sometimes not effective..........................................................................................................1
1.2 The modes of communication that should be used for different purposes and assessment of
what other organisations do and examples of that could apply to SHDE (AC 1.2)...............1
1.3 How organisations portray themselves through their communication. What image does
SHDE Holdings currently have? ..........................................................................................2
Task 2 ..............................................................................................................................................2
2.1Formal communications systems that should be used to communicate............................2
2.2 An analysis of the effectiveness of social media to communicate with customers..........2
2.3 An assessment of the impact of personal relationships on communications....................3
Task 4...............................................................................................................................................3
4.1 Assess the effectiveness of your oral presentation skills..................................................3
4.2 Review your written communication including the conventions you have used.............4
4.3 Assess the impact of technology on both oral and written communications...................4
4.4 Produce written documentation........................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
Books and Journals.................................................................................................................6

INTRODUCTION
An organisation needs an effective communication system in order to maintain healthy
relationships with its customers as well as clients. SHDE Holdings is a Singapore based
company, established in 2016. Customers and the clients of the concerned firm has reported a
problem with communication system, i.e. there were some errors in the letters drafted to the
clients and also there is no response to their phone calls from the officials in the cited
organisation.
Task 1
1.1 The process of communication and why communication within organisations is sometimes
not effective
Communication process includes a channel, through which effective communication can
be carried out in the concerned organisation organisation (Greening and Kobler, 2018). Effective
communication process involves a sender and a receiver. The sender sends a message through
his comfort channel and the receivers on their part receives the messages and decodes the same
to understand the needs of the sender. If the receiver fails to recognise the needs of the sender, it
results in ineffective communication process. Ineffective communication system of the
concerned organisation has led them to lose their image in the minds of their customers as well
as their clients which has resulted in the downfall in their sales.
1.2 The modes of communication that should be used for different purposes and assessment of
what other organisations do and examples of that could apply to SHDE (AC 1.2)
The cited organisation can use different modes of communication in order to establish a
sound relation with its client. The different modes or channels of communication can be oral or
written. Oral mode of communication includes a phone call with the customers or their clients in
order to solve their grievances. Written communication includes letters from the clients or email
addressing their issues with the organisation.
As it is stated that, SHDE Holdings follows a poor communication process whereas, its
other competitors, viz. Adtile technologies or StarHub Ltd, follows a good interaction process
with their customers in order to gain competitive advantage in the market by capturing a large
market. SHDE holdings need to provide timely and effective feedback to its clients. Specialised
personnels should be appointed in order to handle the grievances of the clients and customers.
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1.3 How organisations portray themselves through their communication. What image does
SHDE Holdings currently have?
Effective communication system can help an organisation to in many ways. If proper
channels are set up, it can help the cited firm in its product development, customer relations and
even in maintaining as well as retaining its employees (DeBenedectis and Rosen, 2017).
Currently, the SHDE Holdings have a negative image in the market due to its poor performance
of maintaining good relations with the customers. The existing customers have lost their interest
and trust on the brand and due to this, the firm is unable to attract more customers. Customer
attraction and customer retention is of crucial importance for any organisation to enjoy an
earning position in the market.
In contrast to SHDE Holdings, its competitors( mentioned earlier) enjoy a good reputation in the
market as they give their major importance to their customers and their retention.
Task 2
2.1Formal communications systems that should be used to communicate
The cited organisation, due its incompetency, needs to follow a formal communication
system. Formal communication includes interaction within the organisation in order to overcome
a certain issue hindering the growth of the organisation (Surucu and Yildirim, 2017). The
mentioned firm and its HR department can follow a horizontal formal communication system or
a vertical formal communication system, to overcome its prevailing problems.
Formal communication, undertaken vertically, involves the employees to collect
information and pass the necessary information to the top levels of management and a decision
or plan is needed to design considering the same. Whereas, in the horizontally adopted formal
communication system, the information flows at the same level. This kind of communication
occurs between the managers at same level. The mentioned venture can adopt any of these two.
2.2 An analysis of the effectiveness of social media to communicate with customers.
In the current scenario, the social networking sites creates major and effective impact on
the individuals, also they highly influence the purchasing power of the customers. The various
social media sites popular amongst the youngsters are Facebook, Instagram and Twitter. These
sites create a long lasting impact on the minds of people. In order to develop a good
communicating and interactive relations with the customers, the SHDE Holdings can blog, tweet
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or create pages for its online social marketing. This will allow the firm to gain a good name and
fame among its customers. Also, the firm will be able to resolve all the problems and grievances
of the customers, that will be blogged or tweeted by them. This will generate a good image of
the firm in the market, gaining competitive advantage.
2.3 An assessment of the impact of personal relationships on communications
Personal communication skills of the managers and other employees in an organisation
highly affects the communication system of any organisation. The managers of the concerned
company need to have good inter personal communicational skills in order to direct their
subordinates in an effective manner.
Good personal communication skills can help the managers as well as the employees of
the cited firm to formulate good and effective personal relations among them. This may help the
current organisation to develop team spirit among them. Good team spirit results in good
coordination between the employees and the employers, this will led the employees to
understand all the decisions taken by the managers and be adoptable towards them. This personal
relations among the individuals of the concerned firm to develop a good communication system
within and outside the organisation, i.e. with its customers.
Task 4
4.1 Assess the effectiveness of your oral presentation skills
Oral presentation skills on the part of an individual enhances their abilities to speak well
and in return enhance the abilities of an organisation (Schrum and Collini, 2017). Good oral
communication skills can help an individual at various situations in an organisation.
 Good Presenting skills allows an individual in representing any matter in front of his/her
subordinates, clients or customers.
 This skill can help an individual on its personal ground as well, i.e. at their interview
sessions.
 It may help an individual to provide effective and sound training to his/her subordinates.
 These skills can help a person to speak at various conference or official meetings or
other.
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 This can also assist the individuals in communicating with their colleagues as well and
maintain a good, healthy and sound relations with them.
4.2 Review your written communication including the conventions you have used
The conventions used in writing any communicative document, highly reflects the
thoughts and ideas of an organisation. While drafting any communicating document or letter,
there is a need to use different and suitable conventions. The conventions need to be used may
be specified or not. But, the conventions should be acceptable.
Proper headings and subheadings used while drafting a report or any other document can
help the viewer to focus and read the necessary content in the draft. Presentation of the
document in a listing way, can help the reader to understand the main concepts and significance
in the draft or report.
4.3 Assess the impact of technology on both oral and written communications
The new technical advances has helped the communication system to become more
effective and impactful. The technical advances in the field of communication may include, use
of cell phones, access to internet, emails, social networking sites and may more. All these
advances help the communication to be smooth and effective. These advances has helped to
grow both oral as well as written communication processes.
The communication process has become free from all the kinds of hindrances which used
to occur in this process. All these is possible with the introduction of the above mentioned
technologies in the lives of people. With these technologies, world has become more interactive
and people can communicate from any part of the world to any desired place, whether the
communication is oral or written.
4.4 Produce written documentation
A written document requires accuracy, clarity, appropriateness, etc. In order to produce
an effective document, understanding the purpose behind the documentation is required. It
should clearly state the objectives of the document prepared. Proper information should be
collected about the the data included in the drat to be prepared. After its collection, proper
analysing of the data should be conducted. Authenticity of the data and the data provider must be
consider. Graphics and tables must be inserted as and when needed.
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The report must be properly edited. Proper sentences should be formed with necessary
paragraphs and bullets. This makes the report more attractive.
CONCLUSION
With the above report, it can be concluded that, SHDE holdings should improve its
communication system in order to gain more competitive advantage as it has the potentiality to
attract more customers.
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REFERENCES
Books and Journals
Adams, C.L. and Kurtz, S.M., 2017. Skills for communicating in veterinary medicine. Otmoor
Publishing.
Schrum, K and Collini, S., 2017, June. Digital storytelling: Communicating academic research
beyond the academy. In Innovations in Teaching & Learning Conference Proceedings (Vol. 9,
No. 1, p. 1).
Surucu, A and Yildirim, A., 2017. Evaluation of teaching practice course teachers according to
opinions of math teacher candidates. International Journal of Research in Education and
Science. 3(1).pp.107-113.
DeBenedectis, C.M. and Rosen, M.P., 2017. Coming out of the dark: a curriculum for teaching
and evaluating radiology residents’ communication skills through simulation. Journal of the
American College of Radiology. 14(1). pp.87-91.
Greening, H and Kobler, K., 2018. Communicating Death and Dying Through Simulation: A
Project with Pediatric Residents.
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