CFPBUS004 Business Communication Report: London Tube System Analysis

This report, prepared for the CFPBUS004 Business Communication module, delves into the intricacies of organizational communication. It begins by defining effective communication and its significance, followed by an exploration of the purposes and principles of organizational communication, including formal, informal, and interpersonal communication. The report then examines key principles of effective communication, such as clarity, attention, feedback, consistency, and adequacy, offering recommendations for the London tube system. Furthermore, it evaluates various communication practices, including one-way communication, active listening, conciseness, and passive-aggressive approaches, highlighting the strengths and weaknesses of these practices. The analysis underscores the importance of effective communication in fostering employee engagement and satisfaction. The report concludes with recommendations for the London tube system to improve its communication channels, emphasizing two-way communication, employee training, and feedback mechanisms. The report utilizes cited references to support its findings and recommendations.

CFPBUS004 BUSINESS
COMMUNICATION

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
LO1..................................................................................................................................................3
Purpose as well as principles of organizational communication.................................................3
LO4..................................................................................................................................................4
Effective communication principles............................................................................................4
LO5..................................................................................................................................................5
Evaluation of communication practices.......................................................................................5
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Effective communication is predominately the process of interaction between two or
more people wherein intended message or idea is successfully delivered as well as received by
the recipient. The main purpose of this report is to understand the importance of effective
communication in organization and recommend various communication practices to London tube
system.
This report gives an overview of purpose as well as principles of organizational
communication, effective communication principles and evaluation of communication practices.
MAIN BODY
LO1
Purpose as well as principles of organizational communication
Organizational communication is basically the process of sending as well as receiving the
message among the interrelated individuals in particular environment for achieving the common
goals. One of the major purpose of organizational communication increasing the coordination
among staff. This communication is required for developing the coordination among employees
for performing their tasks effectively (Shahid and Thomas, 2018). Another major purpose of
organizational communication is that developing the great relations. In order to help the
employees develop a relation with top and lower management as well as share their ideas,
perception organizational communication is highly essential. There are generally various kinds
of the organizational communication which have their own principles.
Formal communication
This is the foremost principle of organizational communication which each and every
firm uses. This form of communication flows in both directions downwards and upward. This is
primarily flow of the official information through the well-defined channels.

Informal communication
This mainly occurs naturally and is referred to as casual communication between the
employees at workplace. The major principle and purpose behind this form of communication is
to build the social relationship at workplace and develop a bond of friendship (Yap, Abdul-
Rahman and Wang, 2018).
Interpersonal communication
Interpersonal communication is mainly the process for exchanging information, feelings
through both verbal as well as non-verbal methods. This plays a great role at workplace in the
employee satisfaction, collaboration, motivation. The major purpose of this principle of
communication is promoting the culture of understanding and positivity as well as encourages
the positive ideas within employees in the organizations.
LO4
Effective communication principles
In order to have the effective communication and ensure the transmission of messages
from sender to recipient, there are various principles. These principles of the effective
communication basically help in establishing clear lines of the interaction among employees and
top management.
Clarity
This is one of the most important and foremost principle in effective communication
which can be used by London tube system for improving its communication channels. The main
idea behind this principle is that the message or idea which is to be communicated should be
clear cut and understandable. The organization should send message which is free of any
ambiguity and evokes the similar response which they want (Singh and Mahajan., 2020).
Attention
This is the second principle of communication which London tube system should use for
building a great communication channel. According to this principle, for making communication

effective, attention of receiver should be drawn towards the message which can only be done if
receiver understands the message clearly.
Feedback
This principle is the one of the most important one and thus ensures effective
communication. London tube system should focus on this principle which is based on the
premise that after sending the message, receiver should solicit feedback from the former in order
to know whether the message has been understood properly or not. Organization should use this
principle for effective communication as this will help them to know the accurate response of
recipient (Ellanti and et.al., 2017).
Consistency
This is the another principle to effective communication according to which
communication should be highly consistent with policies, programs and goals of organization.
London tube system should emphasize on this principle and their communication should be in
accordance with the various policies laid down by them.
Adequacy
The principle of adequacy forms the strength of effective communication and mainly
describes that the information which is being sent to receiver should be proper, adequate,
sufficient and complete in each and every sense. The London tube system should incorporate this
principle where the message which is being communicated to the people and Londoners should
contain all the related information.
LO5
Evaluation of communication practices
There are generally various different types of the communication practices which are
being used by the large number of organizations. These practices differ from company to
company but the main objective of every practice is to develop the clear lines of communication

and help in achieving organizational goals. London tube system mainly uses various
communication practices
One way communication
This is one of the major communication practice which is used by this organization and
thus forms their major weakness. Communication is mainly characterized by tow-way interaction
and involves both recipient and sender. London tube system mainly focuses on communicating
their message and not soliciting feedback from the receiver. This eventually leads to poor
communication and hence affects their overall communication channel.
No active listening
This is the another weakness of London tube system and thus is one of the bad
communication practice used by them. Effective communication mainly demands for actively
listening to the person to whom message has been sent. London tube system somewhere lacks
behind in this and thus does not listen to their customer s which eventually leads to the problems
and complaints of customers. This results in dissatisfied customers. This bad practice which is
being used by various other organizations (Woodward and Shaffakat, 2017).
Conciseness
This is one of the good practice which is being used by this organization and thus forms
their plus point. The organization keeps its message concise as well as clear which they want to
communicate to the customers. Organization keeps its message simple as well as short which
helps the recipient to understand easily and also helps them to know that what the purpose of the
communication is.
Passive-aggressive
Passive-aggressive is one of the poor communication practice which is being used by
London tube system and creates a barrier in their effective communication. This mainly relates
with responding to the recipients in the sarcasm manner or in rude manner. This eventually have
a direct negative effect on the perception and attitude of people as well as employees at the

workplace. This is one of the biggest issue which company is facing as this results in offensive
nature of an employee to other people.
Analysis and discussion
The above literature review has helped to understand the importance of effective
communication. An effective communication is one of the key to success of the organization and
hence helps in keeping the employees engaged. The above study has explained that London tube
system faces a large number of communication barriers like aggressiveness, one-way
communication etc. Besides this, in order to improve the channels of communication
organizations should use various communication practices. These practices actually provide a
great base to the organization to start with. The above study has shown that effective
communication at the workplace eventually helps in increasing the motivation and satisfaction
level of employees (Ellanti and et.al., 2017).
Recommendation
As London tube system is mainly facing a large number of communication barriers and
the most important issue which the company is facing is of effective communication. In order to
develop a great channel of interaction within its organization and with customers, organization
should focus on two way communication. As the major problem is that company emphasizes on
one way communication thus organization should solicit feedback from the customers as well as
employees. Besides this, it should provide training to their employees as how to deal with the
customers and reduce the aggressive and rude behaviour. Along with this, the management of
organization should build various feedback practices within its firm like 360 degree feedback,
checklist etc in order to know that whether the communication is appropriate or not (Singh and
Mahajan., 2020).

CONCLUSION
It has been summarized that there are various principles of the organizational
communication which helps them to achieve the goals and objectives of organization. These are
informal communication, formal communication etc. Besides this, there are different principles
in the effective communication such as consistency, adequacy, feedback etc. These helps in
increasing the morale and productivity of the employees. At the end, there are various bad
communication practices which organizations se and thus hinders their overall culture like one-
way communication, aggressiveness etc.

REFERENCES
Books & Journals
Ellanti, P., Moriarty, A., Coughlan, F. and McCarthy, T., 2017. The use of WhatsApp
smartphone messaging improves communication efficiency within an orthopaedic
surgery team. Cureus.9(2).
Shahid, S. and Thomas, S., 2018. Situation, Background, Assessment, Recommendation (SBAR)
communication tool for handoff in health care–a narrative review. Safety in Health.4(1),
p.7.
Singh, T. and Mahajan, R., 2020. Teaching, Learning, and Assessing Communication Skills.
In Effective Medical Communication (pp. 101-110). Springer, Singapore.
Woodward, I.C. and Shaffakat, S., 2017. Innovation, leadership, and communication
intelligence. In Strategy and Communication for Innovation (pp. 245-264). Springer,
Cham.
Yap, J.B.H., Abdul-Rahman, H. and Wang, C., 2018. Preventive mitigation of overruns with
project communication management and continuous learning: PLS-SEM
approach. Journal of Construction Engineering and Management, 144(5), p.04018025.