Impact of Poor Communication: PARKnSHOP Research Project

This research project examines the impact of poor communication from management to staff on customer service levels at PARKnSHOP, a leading supermarket chain. The report begins with an introduction highlighting the importance of effective communication in fostering good employee relations and enhancing productivity. Task 1 focuses on formulating a research project outline, identifying factors contributing to research project selection, reviewing key references, and producing a research specification. Task 2 involves matching resources to the research question, conducting the proposed investigation, and recording relevant data. The research methodology includes an interpretative research philosophy, an inductive research approach, and a descriptive research design. Data collection methods include surveys with a sample size of 30, and the data analysis employs qualitative techniques. The findings, based on survey responses, indicate that communication plays a vital role in business success and that free and fair communication enhances employee satisfaction. The project concludes with recommendations for improving communication within PARKnSHOP to enhance customer service and employee morale. The report also includes a critical path for project management and time scales for activities.

RESEARCH
PROJECT

Table of Contents
.........................................................................................................................................................1
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Formulation and record possible research project outline specification...............................1
1.2 Identification of factors that contributes to process of research project selection................2
1.3 Undertaking of critical review of key references..................................................................2
1.4 Description on produce research project specification.........................................................3
1.5 Appropriate plan and procedures for agreed research specification.....................................4
TASK 2............................................................................................................................................5
2.1 Matching resources efficiently to the research question and hypothesis..............................5
2.2 Undertaking of proposed research investigation in accordance with agreed specification...5
2.3 Recording and collating relevant data appropriately............................................................8
TASK 3 .........................................................................................................................................12
3.1 Define appropriate research evaluation technique..............................................................12
3.2 Interpret and analyse original research specification. ........................................................12
TASK 4..........................................................................................................................................22
4.1 Use of appropriate and agreed source of technique for delivering information to audiences
...................................................................................................................................................22
CONCLUSION..............................................................................................................................23
RECOMMENDATION.................................................................................................................23
REFERENCES..............................................................................................................................25

TOPIC- “To access the impact of poor communication from management to staff that has
resulted in ineffective levels of customer service. A study on PARKnSHOP”.
INTRODUCTION
Communication plays crucial role in order to build good relation between the employer
and staff (Lewandowska and et.al., 2018). It is effective term that is useful in order to enhance
productivity and fosters good working relationships. Thus, communication is term that aids to
bring improvement in morale and efficiency. Moreover, the success of entity is overall
dependent on effectiveness of business communication.
In addition to this, it helps in enhancement in the efficiency of employees by developing
the organisational objectives, policies, rules and other kind of things that assists to creating and
maintaining good business relations. The present report is based on the business activities of
PARKnSHOP enterprise. it is a leading supermarket chain and provides grocery services to the
customers. However, report will cover the following things as research methodologies and other
thins that help to bring improvement in process of communication.
TASK 1
1.1 Formulation and record possible research project outline specification.
Effective communication can be defined as a process that aids to foster the good working
relation with staff. It is crucial in order to have improvement in morale and efficiency.
Communication from management to its staff that leads to ineffective levels of customer service.
With The main object of research project is to access the impact of poor communication due to
which customer are not getting the better services.
The poor communication within the enterprise can influence the working of staff in order
to provide the better quality services. Therefore, poor communication can affect the overall
performance of the enterprise. Thus, it is crucial for PARKnSHOP to deliver the better
communication strategy so that it can be possible to enhance satisfaction. Moreover, It can be
stated that human resource department of the enterprise must take their initiatives as to provide
proper and adequate training to their employees so that effective steps can be taken to raise the
performance standards at the high level. The worse communication between the staff of the
enterprise can lead to poor performance and also affects customer services. In addition to it, this
can be stated that lack of communication between team member can affect the productivity and
profitability of enterprise and this also results in inappropriate services of customers.

This kind of things are affecting the services of the enterprise in the badly ways and
better communication helps to have systematic working. In this, communication is factors that
impacts over the profitability and productivity of the enterprise. Thus, it can be said that effective
communication allows to have smooth flow of information among the various parties involved in
negotiation and transaction.
The assignment will cover the business activities of PARKnSHOP. It is global leading
supermarket chain. Thus, this kind of activities can enhance employee satisfaction and bring
mutual understanding between management and workers. In this present assignment, managers
of quoted firm are taking initiatives to identify impact of poor communication from management
to staff and how it leads to have ineffective performance. Herein, this factors are affecting the
productivity and profitability within enterprise. In addition to it, this creates the level of
dissatisfaction among customer and also impact over profitability.
1.2 Identification of factors that contributes to process of research project selection.
The researcher has chosen this topic in order to get the depth investigation about the topic
of research. This will help the researcher to undertake more detailed research in near future.
Without maintaining effective communication within enterprise the working can be affected and
it can lead to have poor results. This research will help to researcher to get detailed information
about the working of enterprise. Thus, it will help the investigator to carry any other
investigation with similar topic in detail. It can be helpful in order to identify the beneficial
aspect of maintaining effective communication in retail enterprises.
1.3 Undertaking of critical review of key references.
As per the view of Hänninen and Karjaluoto, (2017)communication is the essence of
management without it the enterprise can not able to perform its function effectively. As per the
view of Fernández-Cavia and et.al., (2017) states that it plays vital role in terms to bring
improvement and to undertake appropriate audit of communication. Thus, communication in
marketing and sales plays effective role in order to build attractive company image. In contrary
to Teixeira, Barbosa and Pinto, 2019 states that process of communication plays vital role in
order to boost the overall growth of the enterprise. If in the entity there is better and effective
communication between workers and management then the process of innovation must be
developed so that there can be greater chance of success.

According to the view of Hänninen and Karjaluoto, (2017) states that the better and
effective communication will always be helpful in order to be aware about the performance of
the subordinates. This kind of activities will be crucial in terms to enhance the performance of
the enterprise by bringing systematic working. In addition to this, there is essential in terms to
enhance employees loyalty so that better things can be done. In contrary to Lewandowska and
et.al., (2018) states that effective communication leads to collect the information from the each
corner and there will be more chances to take right decision. The right communication will be
helpful in order to enhance better performance in the enterprise.
1.4 Description on produce research project specification.
The aim of present assignment is “To access the impact of poor communication from
management to staff that has resulted in ineffective levels of customer services”. Thus, the main
object of this research report is to develop road map that aids to carried out all activities
effectively. Hence, it can be stated that research activities assist in modifying the aim and
objective of research in effective and efficient manner. These are defined in following manner
as-
 To articulate the concept of communication in organisation and its impact.
 To explore the negative effects of poor communication between management and staff.
 To identify the impact of effective communication on the customer services.
 To provide the suggestive measures with help of which process of communication can be
improvised between management and its workers.
Research questions-
 What is the concept of communication in organisation and it impacts?
 How does poor communication negatively affects working between management and
staff?
 What is the impact of effective communication on customer service?
Hence, the main aim of research objective is to analyse the impact of poor communication that
leads to decrease in employee morale and encouragement towards working within hotel. It is
effective way that aids to find out the impact of poor communication methods that can affect the
morale of employees. By carrying out research activities effectively and framing better
objectives, it can be possible to attain desired results.

The process of the research can be done in the effective manner with the help of the
following presented research methodologies, this as are-
 Research philosophy- This is the term that defined as belief with help of it data can be
collected and the information about the topic of research can be gathered used and
analysed. Thus, to carry out the implication of communication the researcher will have
the use of interpretative technique.
 Research approach- The research approach can be defined as process and a plan and
procedure that works as to refer as broad assumption to detailed method of the data
collection (Porcu and et.al., 2017). This is the process that is based on nature and problem
that is need to be addressed. In addition to this, it can be said that the researcher will have
the use of inductive research techniques so that systematic information can be gathered.
 Research design- It is also on of the systematic approach and framework there are
number of methods and techniques that has to be chosen in order to determine the differ
components of study. In order to carry out the implication of present researcher the
researcher will have the use of descriptive techniques so that depth information can be
gathered.
 Data collection- It is process that is useful in terms to collect the information in
systematic mode. There are number of things that helps to determine the positive impact
of research (Importance or role of business communication, 2018). In order to determine
the implication of the communication between management and staff the researcher with
have use of primary techniques by considering survey analysis.
 Sampling- In order to access the impact of communication on working of
PARKnSHOP”. The researcher will have the use of Sample random technique with
sample size of 35.
 Data analysis- This is process that works as to inspecting, cleansing, transforming,
modelling the data so that depth information can be gathered. In terms to carry out the
present research the researcher will have the use of qualitative technique under it survey
will be taken with help of framing questionnaire.
1.5 Appropriate plan and procedures for agreed research specification.
The critical path of the project allows the firm to prioritize the task that requires the major
focus. This directly impacts the ability of the firm to complete the project. This is chart that will

used in project management and it is better way to showing the activities effectively. The
activities and time scale will be helpful in terms to accomplish the whole project activities in the
effective manner. Thus, it is defined in the following manner as are-
Activities 1st
Wee
k
2nd
Wee
k
3rd
Week
4th
Wee
k
5th
Week
6th
Week
7th
Week
8th
Week
9th
Week
10th
Week
Research topic
Research aims
and objectives
Literature
Review
Research
methodology
Research
proposal
Draw question
of research
Carry out
Research
activities
Data Analysis
and its
graphic
Conclusion
and
recommendati
on
`

Final
submission
TASK 2
2.1 Matching resources efficiently to the research question and hypothesis.
Concept and importance of communication
Communication is very important way that help to collect relevant or essential
information about the research. According to Lewandowska, 2018 it becomes more and more
essential that research is accessible to public and that effort is being made to communicate.
To make an effective report researcher used many resources like pen, pencil, pen,
internet, research topic relevant book and articles, news cutting, communicate with other people
in society etc. by using all these tools they can make a good report. Researcher firstly used pen
and pencil to write about its research, after that they need to ready some books and articles which
is related to research topic. Articles help them to understand more about the points which they
want top include in its project. Old newspapers also help to get all the information according to
the subject, all these things help in making report more effective and powerful. Internet is the
fastest and easy way to get the details about any things and every things. Researcher used this
tool to collect more info which is relevant and meaningful.
Social media and online websites improve their working skills more than now.
Communication is very important for researcher, good communication with other people's
increase its knowledge and behaviour, through this process investigator can get many other
details which they can not get by internet and books or articles. There are many people's who
have their different knowledge which help the other person's in completing its tasks. Research
include many things which help to finished it properly. Research worker need to work hard for
completing its report better than other researchers. Thus, if the topic is related with business
world researcher need to make market research for getting the information about its competitive
in marketplace. This activity help organisation to make their strategies better than its
competitors. Internet used is the good choice because it provides much info about different topic
which researcher actually want to finished the report. Research is needed in every topic and each
point either used internet or by using articles or social media websites. These are the best way
which help in creating report better and perfect than others.
Effects of communication on employee encouragement in business

As per the opinion of Teixeira, 2019. Effective communication solve it issues at
workplace and to find out the best results that resolve the problems in any organisations.
Through communication workers present their thoughts and tell what they want in company, it is
very beneficial for business growth and success.
In modern time internet is one of the most essential tool that help to accomplish tasks or
projects and give many informations in research report. It is the collection of different resource
and services which help to complete report on time. On the other side research relevant articles
and books provide some information and details that need to be required in competing report
effectively within including right informations about the topic. Communication with the other
people in society researcher will get the more details about study topic and that will also help in
the process of writing.
2.2 Undertaking of proposed research investigation in accordance with agreed specification
Introduction
Research methodology is considered as important part of research that help to find out the
best results. It carries by researcher in study that give good outcomes. It is specific process or
methods use to identify, process and analyse information about topic.
 Research philosophy- it is a belief just about the style in which information of
phenomenon is collected or analysed. This data is gathered which can be used by any
researcher in future of present research. Interpretative technique is very different to the
other techniques. This will be used in conference meeting, seminars and conventions
where there only one person is play a role as speaker and other addressed as an audience,
who is here to only listen. These techniques are various stages like: consecutive
interpretative, Simultaneous interpretation, Whispered interpretation etc. Interpretation is
one of the best technique that help to collect data in research philosophy. With the help ot
this technique researcher write exact meaning of topic and interpreted effectively.
 Research approach- it means that researchers include or look come patterns which help
in research. They look some theories related with research. Inductive research techniques
is not included formulation of hypotheses. This technique is start up with some questions
and objectives and goals that want to be achieved in the research activity. These
questions are related with report that need to be clarified by researcher. It includes some
aims and subjective s which has to be completed or gain in the whole process of

investigation. Inductive research techniques is one of the best research approach that
concerned with generation of new theory emerging form information which is required in
research report. It uses by the researcher to develop report and recordings other things.
 Research design- it is a preparation of collections and conditions related with case study,
and survey. Investigator will have the use of Descriptive techniques which get into depth
for gathered information. It related with case study which has to be completed by
researcher. Descriptive design is one of the method which includes observation and
describe overall about the topic that help reader to find out the need points.
 Data analysis- it is the process of cleansing, modelling data, inspecting etc. data identify
is the way which make report in proper way. Most of the investigator used qualitative
technique. It includes semi structured and unstructured process, they focused on group
and participation or observation. This method include Ethnography, case study,
phenomenological etc. Qualitative technique are using by the researcher to uncover
opinion and trend dive deeper into issues. It is used to capture expressive data not
convertor in qualitative information.
 Data collection method- data collection is very important part in research. It is very
useful and effective way which help in finishing the task. There are many ways which
improve information techniques primary techniques is the best way. Postal surveys,
telephone interviews, focus group, test marketing etc. are the points of primary method.
Observation, interview, test are the methods of primary techniques that help to collect
information about the topic to researcher.
 Research choices- research choices assessed that it concentrated on assessing various
methods in regard to find out the report and achieve good outcomes. It also identifies
techniques and tools that is implemented that carry out the investigation.
 Sampling method- it is one of the best concept that relay in carrying out report. It
undertakes proper and provide convenience of selecting the sample about topic.
 Ethical issues- Ethical issues need to be considered by researcher where they have to
follow all the rules regarding the process of investigation. They should keep all the
information about research confidential.
 Validity and reliability- Validity and reliability concept need to be adopted by
researcher in regard to attain achievement and success of investigation.

Questionnaire
1. Do you think communication plays vital role to bring success to the enterprise ?
 Yes
 No
 May be
2. Does managerial employees of PARKnSHOP have better communication with their
staff ?
 Yes
 No
 May be
3. Does free and fair flow of communication enhance employee satisfaction ?
 Yes
 No
 May be
4. Do you believe that better communication aids to manager to be aware of performance
of subordinates ?
 Yes
 No
 May be
5. Does communication channels are assistive in solving problems of organisation ?
 Yes
 No
 May be
6. Does communication plays pivotal role in promoting innovation in enterprise by making
modification in products and services ?
 Yes
 No
 May be
7. What are the negative consequence of poor communication between manager and staff

of PARKnSHOP.
 Ineffective growth
 Managerial conflicts
 poor coordination between workers
 Dissatisfaction in customers.
8. Does better communication bring long term productivity within the enterprise ?
 Yes
 No
 May be
9. Does better communication leader to take right decision ?
 Yes
 No
 May be
10. Do you think better communication implements effective plan and policies ?
 Yes
 No
 May be
2.3 Recording and collating relevant data appropriately.
Theme 1: Yes, communication plays greater role to bring success to the enterprise.
1. Do you think
communication plays vital
role to bring success to the
enterprise. Frequency %
Yes 18 60.00%
No 6 20.00%
May be 6 20.00%
Total 30 100.00%