Identifying Communication Impact on Parcelforce Performance

This report, a Knowledge Exchange Project focusing on Parcelforce, investigates the significant impact of poor communication on business performance. It highlights how ineffective communication leads to confusion, demotivation, and reduced employee collaboration, ultimately affecting productivity and customer service. The study delves into the negative consequences of poor communication, such as increased employee turnover, low morale, and missed opportunities. The literature review explores ways to manage communication issues, including defining objectives, conveying clear information, and handling disputes diplomatically. Furthermore, the report suggests strategies for improving business performance, such as simplifying internal processes, increasing employee productivity through CRM software, and fostering better communication. The project employs cost-benefit analysis to evaluate the importance of effective communication within the organization. The findings emphasize the need for improved communication strategies to enhance employee engagement and boost overall profitability and market competitiveness for Parcelforce.

Knowledge Exchange Project
(To identifying the impact of poor communication on
business performance of an organization”. A study on
Parcelforce)
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Contents
INTRODUCTION...........................................................................................................................1
Overview of the identified issue.................................................................................................1
Project background and business case........................................................................................1
Project cost benefit analysis........................................................................................................2
LITERATURE REVIEW................................................................................................................3
Impact of poor communication within a workplace of Parcelforce............................................3
Ways for managing communication issues at workplace of Parcelforce....................................4
Ways for improving business performance of Parcelforce.........................................................5
PROJECT OBJECTIVES................................................................................................................7
PROJECT METHODOLOGY.........................................................................................................7
PROJECT PLANNING AND RESOURCING PHASE...............................................................10
PROJECT RESULTS & FINDINGS............................................................................................15
Conclusion.....................................................................................................................................16
REFLECTION...............................................................................................................................16
REFERENCES..............................................................................................................................18
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INTRODUCTION
Overview of the identified issue
Poor communication is one of the major for each and every business organization as it
creates confusion, frustration, friction and also develops an extremely tense environment. Due to
this, employee gets demotivated towards their working activities. This will negatively impact
over the working activities of workers at working area because they are not being inspired to
collaborate with team members (Kalogiannidis, 2020). Along with this, ineffective
communication can be also creating frustration to employees that put negative impact over the
performance of workers. In case employees do not have proper communication with each other’s
then they feel demotivated and their loyalty and commitment towards the company may also
suffer. A lack of communication can lead to low morale and also create issues between
employees that reduce the employee relation and at the same time also reduce their overall
performance at working area. Poor communication can create misunderstandings, missed
opportunities, create conflict, improper flow of information, mistrust and workers are just feel
overall defeated while executing their task activities within the company.
Thus, it is important for business to maintain proper communication so that each and every
employee can effectively interact with another one. This can be eliminating the chances of
arising any kind of issues and conflicts among employees. As good communication is an
important aspect at working area as it provides assistance in sharing as well as exchanging all the
necessary content and message with one to another (Alagiyawadu, Bandara and Fernando, 2020).
Implementing proper communication skills, strategies and tools at workplace is crucial for
company that contributes in optimising overall performance. With the assistance of this,
company can easily stay competitive at market place for longer period of time. Making
communication as a focal point of company can lead to success within the company and even
also boost overall profitability level at market place. Effective communication may also assist in
engaging employees as they work harder and evaluate smarter ways that drive positive results
and also increase potentiality to attain organization growth within the company.
Project background and business case
Research is based on the Parcelforce, is a worldwide courier and logistics company within
the UK. Along with this, Parcelforce is considering as a trading name of the Royal Mail and also
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provide their services within the UK parcels, letters division of the groups. Mainly, company
deliver their services to destinations worldwide by using an appropriate international partner
network. Company also deliver more than one million parcels in a day in around 34 countries in
Europe. The main purpose of this organization to improve their performance by managing proper
communication among workers. This will directly contribute in increasing the possibilities of
attaining growth at market place.
In relation to this, poor communication is one of the major challenge that company can
face at the time of communicating or interacting with their employees. As a results, it reduces the
employee performance at working area and at the same time also create misunderstanding among
employees at working area (Feng, Zhuang and Hamari, 2020). Lack of communication also
break relationship of employees who perform their working activities in a team. There is various
negative impact of poor communication at working area including lower morale, differing
communication styles, reduce productivity level of company and its workers, lack of innovation
and many more. These are the major issues that may create issues at working area. It leads in
lack of motivation between employees as they get less productive towards their set goals and
objectives. Due to this, workers get fail in attainment of their targets in given time frame. By
managing proper communication at working area Parcelforce can improve its productivity level
of employees as they give their best efforts for accomplishing their set targets in an appropriate
manner.
Project cost benefit analysis
Cost benefit analysis refers to the process of by which companies can evaluate decision,
projects or systems, or determine an importance for intangibles. In order to analysis project cost
benefit, there are different steps that will be needed, including project goals and objectives,
alternatives, list of stakeholders, selection of metrics, outcome of cost and benefits etc. These are
major steps that will be essential in analysing of project cost benefit (Atout, 2020).
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LITERATURE REVIEW
It is one of the important sections of undertaking research activities as it provides theoretical
framework in which researcher gather information on the basis of specified topic and area as
well. Basically, it provides detailed and in-depth analysis towards the research area. It includes
various sources such as books, journals, articles, newspaper and many more. All these are assist
in increasing the possibilities of attaining positive and reliable outcomes at the end of the
investigation.
Impact of poor communication within a workplace of Parcelforce
According to Thiagarajan and et. al., (2020), effective communication at working area is one
of the important activities as provide support in delivering all the necessary information to
employees without any kind of issues and obstacles. Proper and good communication can help
employees in building positive relation that boost employee morale and also make them
motivated towards their job roles at working area. In this context, poor communication at
workplace can be create issues as worker feel disconnected with company along with no proper
direction from top management. It leads to low satisfaction, employee engagement and
performance as well. In this context, poor communication at working area of Parcelforce put
negative impact as these can be understood by following points:
Increased employee turnover: Lack of communication create issues related with anxieties
between workers, confusion, misunderstanding, mistrust and many more. All these are the reason
that company face issue of increasing employee turnover because workers are leaving the
company. Without good communication at workplace, nobody can operate as well as perform
their working activities effectively. As they get demotivated and also less productive towards
their job roles (Sarwar and Muhammad, 2020). This is the reason that workers fail in managing
coordination between workers that put negative impact over the performance of workers at
working area.
Poor customers service: It is one of the major issue and impact of poor communication as
employees feel complexities in providing customers services. Due to this, workers do not have
relevant and necessary information to do the quality work that directly impact over the
customer’s satisfaction (Boyle, 2019). Low employee morale is also a biggest issue that create
because of ineffective communication. This will reduce the organizational growth and overall
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sales as well. It leads in losing customers base as company also fail in capturing market share
from its competitors.
Lower employee productivity: At working area, ineffective communication comes with
lower productivity as employees fail in sharing their views and opinion with each other. Due to
this, employees do not have proper access to the proper, their knowledge and resources that
assist them in doing their job roles successfully (Rice, Taylor and Forrester, 2020). Poor
communication may also lead in negative relationship with employees that reduce their
productivity level at working area.
Ways for managing communication issues at workplace of Parcelforce
According to Al Issa (2020), poor communication is an ongoing challenge for majority of
organization as it becoming as prioritised business objectives. Therefore, effective
communication is considering as an important activity as it contributes to thrive and at the same
time also assist company to stay competitive at market place. Proper and good communication
can lead in enhancing employee engagement and at the same time also make them more
productive. With the assistance of this, company can improve their productive performance at
market place. Positive organizational communication allows employees to stay in the loop with
entire change of business, flow of information, events and allows the entire employees to make
proper collaboration in executing their task activities. In this context, Parcelforce can improve
communication at workplace by following ways:
Defining objectives and expectations: The managers of the Parcelforce can define
achievable objectives to individuals and teams, defining what is need to be done on allotted
project and to ensure that workforce is well known about the goals of the given project,
departments and the company as a whole.
Convey clear information: Communication in a workplace needs passing of information
from one employee to the other (Yaseen, 2020). If communication is not clear and accurate it
creates chaos. Parcelforce can plan communication so that the managers ensure that the right and
correct amount of information is passing so that other person can understand what they are trying
to convey. Before speaking proper planning should be done to avoid misinterpretation or
miscommunication.
Mix verbal and nonverbal communication: To make communication and communicator
more effective. It is necessary to learn the significance of non-verbal communication. Both
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verbal and nonverbal messages should be in agreement. Managers of Parcelforce would promote
gestures of nonverbal that complement the words. Nodding head while other person is talking
boosts that person's confidence and make conversation smoother.
Handling disputes through diplomacy: If some misunderstanding has happened while
communicating then it should be solved by talking as soon as possible. Because solving it early
prevents inefficiency and ineffectiveness of productivity (SANTOSA and et. al., 2020).
Parcelforce can prevent a minor misunderstanding from becoming a major problem with a right
way. Managers can handle disputes with an open mind and stop from attacking personally.
Asking queries and listening to the answers so that it can be understood from where the other
person is coming. It will help in reaching a solution that can be accepted by everyone.
Ways for improving business performance of Parcelforce
According to Abdel-Hamid and Mohamed Abdelhaleem (2020), Regular improvements
are very important for the growth and success of the business. For an entrepreneur, he should be
aware about the areas where his business can make improvements. In a business there are
different types of resources are used for the smooth functioning of business so it is necessary that
these resources are always well managed. An organisation always has a scope of improving
performance so it is mandatory to find out areas to make improvements. In this context,
Parcelforce also has scope of improvement in its business, so there are ways through which it can
make improvements in its business performance are explained below:
Simplifying processes of internal: Companies use various programs and systems even for a
single internal process. This makes a simpler and easier task into a difficult and long process
which creates frustration all the way (Hey, 2019). Parcelforce also has processes that are slow
and complicated that make employees frustrated, so company can consider those processes again
from start and making new simple, effective, quick and efficient.
Increasing productivity of employees: There is software and methods that help in
increasing productivity of workforce and provide better communication internally. Parcelforce
can use software of CRM to improve the productivity of their employees (Khayer, Bao and
Nguyen, 2020). As the work completed by employees can be seen by the entire organisation and
everyone has access to it. And it also helps in sharing strengths to others who are not as strong in
particular work.
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Better communication: Communication is vital in every organisation to keep the smooth
flow of activities. Effective communication helps in delivering and conveying important
information to all the levels and departments of an organisation. Parcelforce can do proper
planning for the ways to make interaction between employees and all the levels of managers.
When communication becomes better the performance of the company increases.
Motivating human resource: Motivated human resource is people who are responsible for
making big improvements in an organisation (Kuk and Holst, 2018). Parcelforce should focus on
things that motivate their employees so that they can improve their performance. Employees feel
motivated when their ideas are listened and given importance by the senior’s despite of seniority.
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PROJECT OBJECTIVES
 To identify the impact of poor communication within a workplace of Parcelforce.
 To determine the ways for managing communication issues at workplace of Parcelforce.
 To explore ways for improving business performance of Parcelforce.
PROJECT METHODOLOGY
Research methodology refers to the explanation of the methods by which researcher
proceeds with the research. It involves the different techniques which are used in the conduct of
research and in various tests and surveys. Research methodology can be defined as the
systematic path to solve the problems. It is the study of a research that how the research should
be carried out (Janis and et. al., 2020). The procedures used by the researcher to do their work of
explanation and prediction of the phenomenon are called research methodology. In simpler
words research methodologies implement procedures to find the solutions. It is the study of
science to find out how research is done. Research methodology defines why the research has
been undertaken, defining research problem, what type of data have been collected, what
techniques are used to analyse the research. There are some essential types of research
methodologies that will be described as below:
Data requirements for the project: There are two important data that will be needed for
doing current research project in successful manner. These data are primary and secondary. Both
are main data that will be required for conducting present project in successful manner. Data
requirement is the process followed to determine, prioritize, precisely, validate and formulate the
data required to attain business goals and objectives. Therefore, data is highly requiring for
accomplishing of each objectives of the project successfully (Witell, Holmlund and Gustafsson,
2020).
Data will be collected: In order to gather primary information, there are different
instruments such as interview, questionnaire, observation, focus group, modelling and many
more. Along with this, there are different sources of collecting secondary information which are
books, articles, magazines etc. All these are effective and useful sources of secondary data
collection that were applied for literature review. Therefore, within a project, secondary data are
requiring in attaining of each objective in successful manner. Secondary data is useful for
researcher in achievement of research aim and objectives within less period of time.
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Qualitative and quantitative data: There are two types of research methodologies the first
in is qualitative and the second one is quantitative. In quantitative it gives result in numbers like
how much time someone takes to do the certain task or anything in the specific situation whereas
in qualitative numbers are not involved like how a person reacts or feel in specific situation.
Qualitative research or study is any that does not consider numbers and numerical information.
There are different sources of qualitative research i.e. interview, focus group, postcards,
observation etc. Quantitative research is another type of research in which data already produced
in numerical way, and they are evaluated applying statistical and mathematical methods. There
are certain sources of quantitative research such as observation, surveys etc. Therefore, both
types of research methodologies are essential but according to the current project, qualitative
research is useful because it support investigator in gathering and evaluating of theoretical
information (Stenfors, Kajamaa and Bennett, 2020).
Research philosophy- Research philosophy is a broad topic. It is the outermost layer of the
research onion framework and deals with source and development of knowledge. Basically it is
the method through which data are collected and analysed about a particular topic is done. It
reflects the assumptions of author and those assumptions are used as base for the strategy of
research. There are four research philosophies: Pragmatism, positivism, realism and
interpretivism. For this research the philosophy is used is the interpretivisim research philosophy.
The research result is better with the interpretivisim philosophy; it is highly structured, collects
data in qualitative terms etc. This method has goals that are easy to select and help in measuring
collected data for testing in theoretical manner. Pragmatism approach is not right because it has
multiple designs and it provides collecting data in both quantitative and qualitative data.
Positivism is not taken because it collects data in larger samples, quantitative data are taken out
and it is time consuming because investigation is done very deeply. Realism collects data in both
qualitative and quantitative which make it time consuming.
Timeline: Timeline is very important in taking out research. It has all the required events
that need to be done in a project. In this the date of starting and ending of project are included. It
does not include so many events as it makes difficult to understand. But with the help of timeline
there comes a clarity and systematic presentation of all the activities that have to be done within
the allotted time. For the proper presentation of activities Gantt chart is used to make the
systematic planning of activities. Gantt chart is basically bar charts that give visual views of
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activities that is scheduled over time. It is used to plan projects and tasks of different sizes and it
briefs out what activities are scheduled to do on a particular day. It simply defines the starting
dates and ending dates of different projects and activities (Holmlund, Witell and Gustafsson,
2020). There are various benefits of using Gantt chart like planning and scheduling projects or
activities, planning and scheduling activities of different projects, view activities over time,
collaborating with teams, arranging team's activities, scheduling planned timelines with actual
timelines on activities and projects. There are different elements in Gantt chart that together
make it work. The first is list of tasks: it defines the project and divides into groups or subgroups.
The second is timeline: it divides work into weekly, monthly and days. The third is dateline in
which current date of the day shows. The fourth is bars where progress of project shows with
duration, start and end date.
Limitations: There is always a situation that becomes limitations to the researchers that
can be direct mistakes of the individuals or sometimes it is not while doing investigation for the
research. Some of the common disadvantages that are faced by researcher are:
 Limited data: Researchers survey particular organisation or people then they face the
problem of limited access to only those participants. Because of this limited access,
researcher needs to restructure the research in a different style.
 Time issues: Researchers always face problem in meeting deadline of submission of
their research. Availability of time for the study related to research problem and for the
measurement of change over time is compelled by the last date of assignment. The only
solution to this is choosing research problem that is able to finish research before the
deadline.
 Disputes related to personal issues: Sometimes researchers become biased because of
backgrounds due to to their culture and perspective of particular situation which affect
the legitimacy of study or research (Holmlund, Witell and Gustafsson, 2020).
Researchers also get biased towards collected data and result that support arguments. To
avoid these issues, the researchers, examine the ways the issues and data collecting
process were taken out appropriately.
 Formulation and implementation: Sometimes aims and objectives of research are
very broad which makes the focus of the researcher narrow. Then it also creates
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problem in implementing methods of data collection as researcher does not have any
experience in collecting primary data.
 Size of samples: Sample sizes are dependent on the nature of the research. If sample
size is small, then the statistical data will not identify important relationship within sets
of data. Large sample size helps in generating accurate results. As it is important in
getting results in quantitative manner.
PROJECT PLANNING AND RESOURCING PHASE
Planning is important for project manager because it helps them in completion of its project
within minimum time and accurate manner. There are different aspects that will be included in
resources planning. These are explained as below:
Staff: It forms out most important part of any project as staff act as most vital resources
which are having the responsibility of channelizing and making efficient use of all other
equipment’s. Thus, to ensure effective management and planning of staff use and implication of
RACI chart is made (Latham, Hartel and Gorichanaz, 2020). The use of RACI chart is made as it
provides and facilitate a matrix of all the activities or decision making authorities that are going
on and undertaken in an organisation along with setting out clear roles and responsibility of all
people. At each of the intersection of activity and role use of RACI chart ensure to effectively
assign and makes somebody responsible, accountable, consulted or informed for that activity or
decision undertaken by them which rings transparency and improved efficiency for better
completion of a project.
Apart part from this RACI charts ensures effective distribution and bifurcation of roles
and responsibilities of participants within the project as the responsible is the team member who
does the work to complete the task and they are having every task needs at least one responsible
party in the project to accomplish selected research project in effective manner. Further, the
another vital role assignment as per the RACI chart consists of accountable who is the person
who delegates work and also the last one to review the task or deliverable before it’s deemed
complete. The another important job role for current research project comprises of consulted job
roe which comprises of responsibility that every deliverable is strengthened by review and
consultation from more than one team member to ensure improved efficiency and performance
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of the project (Mangioni, 2018). Further, the Consulted parties mainly comprise of people and
staff who are assigned the role and responsibilities of providing input based on either how it will
impact their future project work or their domain of expertise on the deliverable itself to ensure
improved efficiency in current research project. Apart from this, the another vital role in current
project is Informed which comprises of the team members who are responsible and needed to be
kept in the loop on project progress and its effective accomplishment.
Further, to ensure effective communication and maintain transparency along with proper
flow of activities use of functional organisational structure is made. The reason behind making
use of functional organisational structure is based on the fact that it brings clarity and leads to a
hierarchical nature of the functional structure which effectively clarifies the specific roles and
responsibilities of every person within a department and ever task of a project.
Equipment’s: - The main equipment that used for current research project is Gantt chart
which ensures and leads to better workflow and enuresis improved efficiency. The use of
following Gantt chart is made for current research:
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Submis
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Comple
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tion for
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Collect
second
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Complete
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Comple
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result
Determ
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The key suppliers of current research project are the participates who are vital for
collection of data on which the entire study and project is based. Thus, the participants forms the
most vital suppliers thus, a high level of emphasis is lead out on selection of participants. The
reason behind making selection of suppliers of information and research participants from the
employees of Parcelforce is based on the fact that it facilitates and ensures most vital information
about the level of communication and interaction at workplace.
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Materials- The various forms of material and resources are used for conducting a research
comprises of financial resources and technical material are must and most vital (Pratap Chandran
and Purayil, 2020). The financial material consists of money and other forms of finance to meet
the cost and expenses of current investigation which comprises of cost of transportation, data
collection cost and other expenses. The technical material and resources which are applied and
used for current investigation comprises of Laptops, smartphone, digital library, USB portal,
internet along with use of other statistical material which are applied and used for better analysis
and presentation of facts.
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PROJECT RESULTS & FINDINGS
From the above mentioned secondary information collected for literature review it has been
identified that Ineffective communication in the working area also reduce employee satisfaction
and their engagement rates as well. In case, workers are not up and at the same time also leaving
the company that create negative working environment (Zwikael and Smyrk, 2019). This is the
reason that organization may reduce their positive performance and also increase absenteeism of
workers at workplace. Communication is a skill which has two parts: speaking and listening. But
listening is a skill that is not possessed by everyone which makes communication ineffective.
For sharing of information with other person, it is necessary to listen what is communicated.
Parcelforce can make their employees learn to listen carefully by paraphrasing and by verifying
the accuracy. As this would help in reducing conflicts among employees and make them a good
communicator. For any organisation and company the most important thing is to satisfy
customers with their goods and services. If the final user is satisfied with the company's product
or service, then it increases the performance of the business. Parcelforce can improve its
customer service by delivering products or services quickly, by remembering small gesture like
wishing birthdays to customers, all these ultimately help in building strong relationship. Thus,
improves the business performance.
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Conclusion
On the basis of current research project, a conclusion can be made that issue of poor
communication is commonly seen at workplace of business organisation which leads to
Decreased cross-collaboration, Reduced efficiency and Higher employee turnover. Further, a
summarisation can be made out that poor communication at workplace has negative impact on
business performance as it leads to enhanced chances of chaos and confusion. Apart from this, it
has been also concluded that main style of communication which are used within a firm consists
of Passive Communication style, Aggressive style, Passive-Aggressive and Assertive style of
communication. Further, it has been also summarised that effective ways for managing
communication issues at workplace consist of Development of flat communication, Use the right
communication tools and don’t mix personal and work communication. Beside this, Verbal
Communication, Non-verbal communication and Visual communication can be summarised as
main types of communication used within an organisation. At last, a conclusion can also be made
on the basis of findings of current investigation that Defining objectives and expectations,
convey clear information, Mix verbal and nonverbal communication, Handling disputes through
diplomacy and Making listening a priority are the main ways which can be adopted by a firm for
managing communication issues at its workplace.
REFLECTION
The current research project and investigation is a very informative and knowledgeable
journey for me that lead a positive impact on my skill development and improvement in my
competencies. The undertaking of current investigation consists of many activities and task that
formed a vital role in improving my personal skills and professional prospectus. The current
project comprises of collection of data from selected participates that plays a vital role in
improving my communication and interpersonal skills as I got a better opportunity to come in
connect with larger number of people. Apart from this, use of many statistical tools like Gantt
chart and WBS structure was also made by me that lead out a vital role in enhancing my
management skills. A practical implication about Gantt chart was provided by current research
project that plays a significant part in completing current project in a more efficient and effective
manner through ensuring and leading out clear presentation of all task and activities. Apart from
this, use of Work break down structure was also made by my which ensures and leads to better
18

bifurcation and distribution of roles and responsibilities among various team’s members. Thus, a
reflection can be made out by me that current research project plays a crucial role in improving
my professional skill as use of Gantt chart and WBS leads to improved managerial competencies
along with better time management skill which ensures and leads to better opportunity for me in
future.
Apart from this, a reflection about the effectiveness of research method applied for
current investigation could also be made as use of quantitative mode of research method has led
to and ensures better collection of data to meet set objectives in a more effective and efficient
manner. Beside this, application of positivism form of philosophy was also effective and vital as
it facilitated and ensures a more systematic and practical form of investigation to accomplish and
meet set objectives in a more efficient and vital manner. Further, utilisation of deductive
approach of research method is also seemed suitable and vital as it facilitated a better manner of
testing and scanning of collected facts to meet set objectives in more viable manner. Apart from
this, use of quantitative form of research method was also appropriate and suitable as it
facilitated an objective from of investigation through supporting and leading out numeric
collection of data which ensures and leads to a measurable set of results and research findings.
Thus, an analysis and reflection could be made out that application of current research
methodology is vital and suitable to meet objectives in an efficient and vital manner. Further, use
of probability sampling method was also justifiable and suitable as it ensures selection of
participants in most unbiased and discrimination free manner to maintain the authenticity and
reliability of collected data.
Thus, a reflection can be made out by me that current investigation leads a positive impact
on improvement of skills set and employability prospects through leading more effective
communication and improve managerial skills. Beside this, having a practical implication about
the various activities include in a research project which comprises of collection of data,
preparation of Gantt chart, analysis of facts along with application of suitable research
methodology has improved my overall capabilities and skills that lead to better professional
opportunity for me in future.
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