Enhancing Communication Practices at Expat Explore Travel: A Report

This report examines the communication practices within Expat Explore Travel, a London-based tour company. It explores the principles of effective organizational communication, including clarity, attention, and informality, and how these principles can be applied to improve interactions between bus drivers, customers, and managers. The report reviews the purpose of communication in organizations, focusing on formal and informal channels, and provides recommendations for enhancing communication to improve customer service, employee relations, and overall business performance. The analysis covers topics such as downward, upward, and horizontal communication, emphasizing the importance of clear, attentive, and adaptable communication styles. The report concludes with recommendations for Expat Explore Travel to achieve its goals and improve its workforce's reliability and productivity. Desklib provides access to past papers and solved assignments to aid in your studies.

Report
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Abstract
Effective communication have been regarded as a major tool in making the business moire
integrated and competitive. The skill when incorporated in the existing workers, it help them in
achieving high gaols and making their performance level much better. Principle of clarity,
Principle of attention and Principle of Informality are effectively incorporated in enhancing the
communication practices. For uplifting the job roles of Expat Explore Travel bus driver,
customer and mangers must interact actively, relatability and decently.
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Table of Contents
INTRODUCTION...........................................................................................................................4
LITERATURE REVIEW................................................................................................................4
To Describe the purpose and principles behind different form of organisational
communication ......................................................................................................................4
To Apply principle of effective communication to enhance practice....................................5
To Evaluate the communication practice of themselves and others ......................................6
RECOMMENDATIONS.................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCE ..................................................................................................................................9
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INTRODUCTION
Effective communication has been defined as a process which involve sharing of certain
concepts, ideas, knowledge or any kind of information in the most clear and purposeful manner.
The conversation process must be effective enough in making or formulating negotiations for
ensuring that the goals are being meet at the given specified time (Meuter and et.al., 2015). Expat
Explore Travel is a leading tour company in London, which tries to make travel convenient as
well as cheap. The report will focus on principles behind various forms of organisational
communication along with the communication practice which will be used to enhance the current
communication among drivers, their managers and customers.
LITERATURE REVIEW
To Describe the purpose and principles behind different form of organisational communication
The basic purpose behind various form of communication in organisation is basically to
achieve specific roles and certain responsibilities regarding services, manufacturing or
production. New and innovative ideas as well as concepts are more derived by associates when
they share a common and effective communication system, the senior manager and bus drivers
of Expat Explore Travel has to adapt such system for overcoming the communication barriers
and issues with customers. Another purpose of such efficient interaction among team members
or with managers in organisation helps in building strong relationship with people which further
assist in uplifting fulfilment, coordination, high management, attitude and satisfaction.
The principle of organisation communication focus on the flow of words through two
major channels which is informal and formal channels. In formal channels, are some sorted
systems which are officially being authorized within a business and are constantly or regularly
being utilised to interact or to deliver any data or information. They tend to follow a certain kind
of structure with downward, horizontal and upward communication. Informal interaction on the
other hand, are unofficial networks which are not basically sanctioned by managers and they also
do not follow any structure related to organisation, such communication actually flows via
personal network of employees (Yap, Abdul-Rahman and Chen, 2017). Downward
communication happens when certain type of information is flowed from high stage to lower
level within an company's hierarchy. In such type, the visions, strategies, ideas, values and the
associated responsibilities and task are communicated throughout the hierarchy by higher
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authority boss and managers of Expat Explore Travel. This is important for building better
coordination among workers and managers to serve clients well. Upward communication allows
the passage of information from lower to higher level within a business. The routine feedbacks
reviews, performance report, policies, strategies and some major or minor issues with employees
or complaints are allowed to flow, which further aid in enhancing the productivity and efficiency
of team members. Horizontal communication takes place among various units which lie at
similar hierarchical level, such practice is necessary to resolve the issues raised among workers
without getting the higher authority to get involved (King and et.al., 2015). Informal
communication channels do not centres on any structural or basic units, it is purely based on
personal networks which sometimes may comprise of valuable data about the functioning of
enterprise.
To Apply principle of effective communication to enhance practice
The effective principle which are related in making the communication better may vary
depending upon an organisation to organisation. In Expat Explore Travel, the mangers as well as
bus driver has to talk, listen or hear decently with their customers for making them comfortable.
For such skill an individual has to have a broad repertoire of qualities and must have the skill to
adjust the factors depending upon scenarios and time. Few principles which must be considered
for enhancing the practice of interaction among customers, drivers and managers are mentioned
below.
Principle of clarity – Such principle requires the sender to get a clear perception on what
they are going to say or share with receiver. There should be no misconception or ambiguity in
the thoughts or processing function of message which hat to be sent. This principle lay more
emphasis because more clear the concept of senders are regarding the message more
appropriately it will be received by subject. Clear and transparent concepts make the idea of
effective communication enhanced (Greenaway and et.al., 2015).
Principle of attention – For enhancing communication practice, the receiver must be
attentive enough to understand the information. Customers which are travelling may be different
in emotion, age, behaviour or language, thus they may answer differently to information.
However, for overcoming the barrier of language, the bus drivers have to be use simple language
or symbols for clarifying the message. The people with old age tends to understand slowly and
differently, thus it is the duty of managers and drivers to be attentive while they are taking or
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giving guidance about how would they like to ride and be seated. The drivers must remain calm
with such customers and deal with them decently.
Principle of Informality – Formal communication are majorly used in sending relevant
information or data, but at some cases it has been seen that formal way of interaction may not be
well suited for all customer and the desired result may not be formed every time. For such
situations, management as well as drivers has to find a way in which they can interact with
people in more informal mode (Austin and Pinkleton, 2015). The senior manager may utilise
informal way to imply some policies or decisions on workers for getting their correct feedbacks.
The driver due to such principle can talk with high authority people to make their shifts timing
low or to give them extra money for overtime work.
To Evaluate the communication practice of themselves and others
The prime objective of different type of communication allows various people in
hierarchical position within an organisation to receive basic and relevant information. Such
activity is basically required in enhancing the performance level of associates and essential in
attaining predefined objectives and aims. Various methods of communication are verbal or
written interaction which are required in accomplishing formal as well as informal flow of
information. Verbal communication is more preferred when the message has to be sent
immediately in simplest and direct manner. Whereas, if a message has to be sent to higher
authority people or to some important delegates then written mode are being adapted. The
communication practice among drivers, customers and managers in Expat Explore Travel can be
improved by various ways that are discussed below.
Be purposeful – The mangers must communicate with their employee in most purposeful
way. The message must be full of clarity and should clary state the aim as well as the purpose of
information so that the team members can relate the data with their upcoming situations (Fan and
et.al., 2015). The guidelines to be worked with must be clearly stated to drivers on the way they
should behave or make conversation to the customers for comforting them and attracting more
people to travel with the respective company.
Emphasise on main points – The major points must be shared among divers and
mangers constantly for making a proper coordination and decorum. The drivers should interact
with their managers about their issues in working shifts, they must share the issues they are
getting due to working at late hours. The mangers should also take mandatory actions for making
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their issue resolved by hiring more employees and giving them extra money for their overtime
work.
Respond in time – People who are taking the rides must be responded quickly about the
issue they may face while travelling. The issue should be communicated calmly and actions has
to be taken for enhancing the positive outcome of customers (Garrett, 2016). The team will feel
obliged and appreciated if the managers resolve their problems in timely manner.
All such practices apart from these are to be relatable, active, confident and patient while
communicating, every person must put their views effectively based on such parameters for
alleviating the communication practices.
ANALYSIS AND DISCUSSION
Theme 1: To Describe the purpose and principles behind different form of organisational
communication
It has been analysed that through high end to end communication the people working in
the company gets acquainted easily and can well adapt themselves within the dynamic situation
and can work with their full potential.
Theme 2: To Apply principle of effective communication to enhance practice
It can be observed that employees must confer that all acquisition and qualities which are
regarded as effective communication skills must be presented and has to be refined for diverse
customers. Principle of Informality, Principle of attention, Principle of clarity are discussed.
Theme 3: To Evaluate the communication practice of themselves and others
It has been evaluated that During training and development, various communication
practices are used for educating the new recruiters to deal with the company's task and to make
them acquainted with their duties and roles.
RECOMMENDATIONS
It has been recommended that, for attaining the goals and making the work force more
reliable and productive every organisation must include all possible communication practices.
The barriers related to communication can be overcome by conveying things with the help of
symbols and with more clarity. At training sessions all employees must learn the value of
effective communication and several ways must be adopted to achieve it.
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CONCLUSION
From the above report it can be concluded that, effective communication is a key to attain
predefined targets in given amount of time. The interaction process helps an individual to extract
out their skills which eventually aid in enhancing their overall performance. For good interaction
practices one must be relatable, active, and lay emphasis on major points.
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REFERENCE
Books and Journals
Austin, E.W. and Pinkleton, B.E., 2015. Strategic public relations management: Planning and
managing effective communication campaigns. Routledge.
Fan, S.P and et.al., 2015. The exposure advantage: Early exposure to a multilingual environment
promotes effective communication. Psychological Science, 26(7), pp.1090-1097.
Garrett Jr, J.H., 2016. Effective perioperative communication to enhance patient care. AORN
journal, 104(2), pp.111-120.
Greenaway, K.H and et.al., 2015. Shared identity is key to effective communication. Personality
and Social Psychology Bulletin, 41(2), pp.171-182.
King, G and et.al., 2015. The roles of effective communication and client engagement in
delivering culturally sensitive care to immigrant parents of children with
disabilities. Disability and Rehabilitation, 37(15), pp.1372-1381.
Meuter, R.F and et.al., 2015. Overcoming language barriers in healthcare: a protocol for
investigating safe and effective communication when patients or clinicians use a second
language. BMC health services research, 15(1), p.371.
Yap, J.B.H., Abdul-Rahman, H. and Chen, W., 2017. Collaborative model: Managing design
changes with reusable project experiences through project learning and effective
communication. International Journal of Project Management, 35(7), pp.1253-1271.
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