Developing Communication Strategies for M&S: A Comprehensive Report

This report analyzes communication systems within the context of Marks & Spencer (M&S), a multinational retail company. It explores the range of communication needs, particularly within HR, and examines strategies for supporting effective communication, including the use of verbal, written, and non-verbal methods. The report identifies and analyzes communication barriers, such as language and cultural differences, and proposes solutions, like language training programs. It evaluates current communication practices, such as the use of fax and email, and suggests improvements to promote partnership working. The report also addresses legal and ethical considerations related to information sharing, emphasizing the importance of confidentiality and information management systems. The report concludes by highlighting the significance of effective communication systems in achieving positive outcomes and fostering strong partnerships within the organization.

Use and develop
Systems that promote
communication

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Review the range of groups and individuals whose communication needs must be
addressed in own job role.......................................................................................................1
1.2 Explain how to support effective communication within own job role...........................1
1.3 Analysis the barriers and challenges to communication within own job role..................2
1.4 Implement a strategy to overcome communication barriers............................................2
1.5 Use different means of communication to meet different needs......................................2
TASK 2............................................................................................................................................3
2.1 Monitor the effectiveness of communication system and practices.................................3
2.2 Evaluate the effectiveness of existing communication system and practices..................3
2.3 Propose improvements of communication system and practices to address any
shortcomings...........................................................................................................................3
2.4 Lead the implementation of revised communication system and practices.....................3
TASK 3............................................................................................................................................4
3.1 Use communication system to promote partnership working..........................................4
3.2 Compare the effectiveness of different communication system for partnership working4
3.3 Propose improvements to communication systems for partnership working...................4
TASK 4............................................................................................................................................5
4.1 Explain legal and ethical tensions between maintaining confidentiality and sharing
information.............................................................................................................................5
4.2 Analysis the essential features of information sharing agreements within and between
organization............................................................................................................................5
4.3 Demonstrate use of information management system that meet legal and ethical
requirements...........................................................................................................................5
CONCLUSION................................................................................................................................6
REFRENCES...................................................................................................................................7

INTRODUCTION
Communication system in an organisation develops to meet individual outcomes and
promote partnership, among workers of different departments. For this purpose, companies need
to adopt effective system and practices, that give support to positive outcomes for individuals
(Cassidy, 2016). This report access the way by which a company can promote partnership,
through a range of communication system. For this purpose, M&S is chosen, which is British
multinational company, deals in retail sector. This company offers a wide range of clothing, food
and home products, in many countries. To run its business successfully in global market,
different range and means of communication, challenges and barriers of same within a specific
job role, are explained in this report. Furthermore, process to improve communication system for
obtaining positive outcomes and support partnership working, also highlighted.
TASK 1
1.1 Review the range of groups and individuals whose communication needs must be addressed
in own job role
To develop an effective communication system, it is essential for management of a
company like M&S, on requirement of business first. As this company deals in retail sector and
operate business in many countries. Therefore, to manage such a large workforce where near
about 80,787 employees are currently working, it is essential for HR managers of M&S, to
establish appropriate communication system. For example- written and verbal communication
aid managers in using a variety of interpersonal techniques, that promotes strong working
relationship (DuBois and Miley, 2013). This will also promote high quality care for service users
and satisfy their needs. In this regard, it is essential for HR managers to communicate in proper
manner with different departments. This would help in giving timely information to employees
either in verbal or written manner, to identify needs of customers and delivery services
accordingly.
1.2 Explain how to support effective communication within own job role
As main responsibility of HR manager of a company is to develop effective relationship
among workers and promote partnership in them. Therefore, in context with M&S (Marks and
Spencer), its managers of human resource department needs to develop interpersonal and good
communication skills. This would help in developing effective interaction with employees.
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Through this process, they can obtain positive outcomes by influencing workers to work in
partnership, for producing and delivering best services to customers. Along with this, for making
interaction with employees working in other countries, HR manager use Skype or telephonic
communication tools, in order to understand and meet their needs. Through this system, they can
entail workers in what manner they have to work, for completing demand of national and
international customers.
1.3 Analysis the barriers and challenges to communication within own job role
In implementing an effective system of communication (verbal or non-verbal), HR
managers of a company faces various challenges, that act as barriers (Brodie and Mylopoulos,
2012). It includes physiological, psychological, language or cultural barriers or diverse culture of
employees. With respect to M&S, as it has diverse culture at workplace, therefore, language
barrier is considered as major challenge in front of HR manager, for making smooth connection
and promoting partnership among workers. As individuals having different backgrounds,
demand different communicative ways for conveying messages to others. Therefore, linguistic
difficulties lead them towards misunderstanding and poor explanations.
1.4 Implement a strategy to overcome communication barriers
As in M&S, major challenge in developing an effective communication system and
promoting partnership among workers, is linguistic difference. Therefore, to overcome from this
barrier, its HR managers need to organise a learning program for workers belong to different
backgrounds, to learn common language. This would help in reducing language gap and
promoting interpersonal skills among workers. Through this process, they can work in
collaboration and give best performance for achievement of business goals.
1.5 Use different means of communication to meet different needs
For promoting partnership among workers and conveying business information, HR
managers of M&S can adopt different means of communication. It includes:
 Verbal communication: Here, to entail basic information, HR managers of M&S can
use speech which is readily understood by workers (Oldroyd, 2013). To adopt this
system, they needs to ensure that tone of voice must influence employees in positive
manner. This communication system also helps in resolving conflicts or problems among
workers as well.
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 Written communication: It is a part of brand where every letter has a professional tone,
conveys specific information and establishes loyal relationship.
 Non-verbal communication: It refers to a process of conveying messages either in
written or spoken manner. This communication describes the process of shared cues
among people, that is done through public speaking. It includes frequency of glances,
gestures, facial expressions and more.
TASK 2
2.1 Monitor the effectiveness of communication system and practices
In M&S, managers mostly use written communication system to convey business
information to each worker. Along with this, for establishing effective system of communication,
they used to make proper discussion, during initial assessment (Beuren, Ferreira and Miguel,
2013). This would help in taking reviews and feedback of employees, for establishment of
effective communication system. For monitoring effectiveness of plan, managers take regular
reviews to check improvements. In this regard, regular meeting is considered as one of the main
process of monitoring and analysing the need of further improvements.
2.2 Evaluate the effectiveness of existing communication system and practices
As managers of M&S mainly use written communication (fax system), to convey messages
to different departments. Therefore, this would help in transferring information in other branches
of organisation, that are operated across nations. Through this system, they can entail employees
in what manner a function needs to conduct, for completing demand of national and international
customers.
2.3 Propose improvements of communication system and practices to address any shortcomings
Fax machine is considered as fastest system of communication that helps in transferring
messages within various departments of a company. But, here it is a risk associated with such
system as delay in respond can be happened, in such case. Therefore, by using email method,
managers can send same information to many people and get their instant response, also. This
would also help in promoting partnership among workers, more appropriately.
2.4 Lead the implementation of revised communication system and practices
To lead the implementation of revised communication system and practices, managers need
to monitor how workers give their response, in completing their assign duties. By conducting
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regular meeting either by face to face or skype, managers of M&S can analyse needs of
employees and develop partnership among them, to give best performances.
TASK 3
3.1 Use communication system to promote partnership working
In present context, scenario is being created of an employee who is willing to fax a report
to senior manager in order to make changes among sales section. The report was basically being
made are developed for considering the alteration need through which M&S could improve its
performance level (American Speech-Language-Hearing Association, 2016). Using fax sheet to
deliver data can be considered as a communication technique which is getting used by employee.
Along with this, individual also used telephone in order to get the delivery report of facts from
his senior manager. After reading report, it is may be possible that senior manager would take
decisions related to making changes at workplace based on the information which was given by
the employee.
3.2 Compare the effectiveness of different communication system for partnership working
Communication technique which was used by the employee was fax machine but, manager
of M&S cannot be sure about the fact that the information which was therein fax sheet received
by senior manager or not (Lindlof and Taylor, 2017). For confirming the same, person used
telephone (verbal communication) in order to get the confirmation that senior manager has
received at. Thus, both of the communication techniques where one is fax machine (non-verbal
communication) and on the other hand telephone (mobile communication) are playing a crucial
role because information given through phone could get wrong. Therefore, using fax for
transferring the data from one to another can be helpful where a person has not to be worried
about information which was reached to the person is right or wrong.
3.3 Propose improvements to communication systems for partnership working
Rather than using a Fax machine, a proper communication system among individuals like
email system, chat system or any other system needs to be there which food help employees,
senior managers or managers in communicating with each other and much more faster ways. It
can be said that while working in partnership, verbal instructions backed up with written
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documentation would be more beneficial to making a service run optimally. This would help
senior managers in taking right decisions for M&S is much effective and efficient manner.
TASK 4
4.1 Explain legal and ethical tensions between maintaining confidentiality and sharing
information
Breaking confidentiality is related with sensitive issues like discrimination, harassment and
abuse. Therefore, it is essential to follow certain policies and procedures when anything like this
happens. For this purpose, every employee of M&S must be aware of Public Interest Disclosure
Act, 1998. It makes employees protected while disclosing their details in public interest and also
aids them to claim victimisation using ICO, 2012 (Schertler and et.al., 2012). Confidential
information includes personal information of employees, care plans and risk assessment. It is the
responsibility of manager of M&S to make sure that confidential and sensitive information is
recorded, stored and shared as per agreed ways of working, policies and procedures.
4.2 Analysis the essential features of information sharing agreements within and between
organization
Certain information must be shared among outside of M&S and their employees only if
any kind of crime has occurred, interest of public health or for security of others. Management of
M&S need to make sure that complete information is not shared with anyone. Employees are
asked for their consent in this respective which includes individuals consent to share information
with third person (Kohl and et.al., 2012). This gives management of M&S to share information
with third person in case of requirement. If organisation shares information of individuals with
anyone then they can lay into trouble as they do not have right to give individuals confidential
information to intruder or anyone.
4.3 Demonstrate use of information management system that meet legal and ethical requirements
Information management system which meets ethical and legal needs involves storage of
sensitive material which is related with individuals’ needs. In general form care plan includes
information which stored in system in an encrypted form or as a normal file which then will be
stored in locked drive and key to open file is with individual (Arnold and Boggs, 2015). This
needs will be connected with Data Protection Act 1998. This act ensures that data is not provided
to anyone else rather than individual themselves. Manager of M&S makes sure that details of
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their employees are stored in secured way and they have been encrypted using algorithms like
AES, which provides individuals with sense of high security.
CONCLUSION
Through this report, it has analysed that for running a business successfully, it is essential to
establish a proper communication system. This would help in conveying messages to all
associated persons and gain their contribution in completing operations, in desired way. Along
with this, establishment of communication system also give advantages in promoting partnership
among workers.
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REFRENCES
Books and Journals
DuBois, B. L. and Miley, K. K., 2013. Social work: An empowering profession. Pearson Higher
Ed.
Cassidy, A., 2016. A practical guide to information systems strategic planning. Auerbach
Publications.
Brodie, M. L. and Mylopoulos, J. eds., 2012. On knowledge base management systems:
integrating artificial intelligence and database technologies. Springer Science &
Business Media.
Oldroyd, G. E., 2013. Speak, friend, and enter: signalling systems that promote beneficial
symbiotic associations in plants. Nature Reviews Microbiology. 11(4). p.252.
Beuren, F. H., Ferreira, M. G. G. and Miguel, P. A. C., 2013. Product-service systems: a
literature review on integrated products and services. Journal of cleaner production. 47.
pp.222-231.
American Speech-Language-Hearing Association, 2016. Scope of practice in speech-language
pathology.
Lindlof, T. R. and Taylor, B. C., 2017. Qualitative communication research methods. Sage
publications.
Schertler, W. and et. al., 2012. Information and communications technologies in tourism:
proceedings of the International Conference in Innsbruck, Austria, 1994. Springer
Science & Business Media.
Kohl 3rd, H.W. and et. al., 2012. The pandemic of physical inactivity: global action for public
health. The lancet. 380(9838). pp.294-305.
Arnold, E. C. and Boggs, K. U., 2015. Interpersonal relationships: Professional communication
skills for nurses. Elsevier Health Sciences.
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