Effective Communication in Samsung: Report on Stakeholder Management

This report provides a comprehensive analysis of Samsung's communication management practices. It begins with a communication audit, examining stakeholder relationships (customers, employees, shareholders, suppliers), technology usage (email, video conferencing, social media), and communication policies. The report identifies key stakeholders and their information needs, analyzes the impact of technology on communication, and explores potential barriers to effective workplace communication, including perceptual, emotional, language, culture, and physical barriers. It also examines how values and culture influence communication within the diverse workforce. The report delves into organizational communication theories and offers recommendations to improve workplace communication, including a personal development plan for enhancing interpersonal communication skills. The report concludes with a discussion of the effectiveness of the proposed plan and methods for evaluating its success.

MANAGING
COMMUNICATION

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Task 1- Research..............................................................................................................................1
4.1 Communication Audit...........................................................................................................1
Task 2- Report and Presentation......................................................................................................2
AC1.1 Identify the key stakeholders in the firm and its analysis on knowledge and
information they required. ..........................................................................................................2
AC1.2 System used for communication key information to the stakeholder in the Samsung....3
AC2.2 Use of technology and help in communications and its hinder.......................................3
AC2.3 The communication Policies and Procedures and its impact..........................................4
AC1.3 Analysis of potential barrier to effective workplace communication..............................4
AC2.1 Communication influenced by values and culture factors..............................................5
AC4.2 Theories of organizational communication.....................................................................5
AC4.3 Recommendation on the basis of plan to improve the workplace communication in the
organist........................................................................................................................................6
AC4.4 Measure to evaluate the success of the plan....................................................................6
Task 3- Interpersonal Communication.............................................................................................7
3.1 Effectiveness of own communication skills..........................................................................7
3.2Feedback from others.............................................................................................................7
3.3 Theories of interpersonal communication.............................................................................8
3.4 Personal development plan for improving own communication skills.................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Managing communication is an organized level, apply, observation and revision of all the
channel of communication within organization. It is important for every firm to manage
communication effectively. The report will covered about Samsung management of
communication, company deals in conglomerate industry but mainly they are popular in
electronic goods. Further, research will be carried out on the communication audit and for that
cited firm review made as per the information collected from the key points. The report will also
identify about the key stakeholders in the Samsung and their analyses the key information and
knowledge they required. After that, use of technology for managing communication either it
will hinder or foster for the firm. As the Communication is influenced by values and culture
factors. Lastly, interpersonal communication in which own skill will be covered effectively.
Task 1- Research
4.1 Communication Audit.
The communication audit will help to find out both effectiveness of current
communication techniques which are including the strengths and weaknesses and specific
feedback to improvement required changes in the communication plan to make the organization
more better (Gailloux, Samson and Shah, 2012). The benefits for making modification in the
firm and help to achieve the objectives of the firm.
For the better communication audit of the organization by collecting information on the various
key points such as follows:
a) Samsung communication with their stakeholders
 Customers: These are the key people for the firm which required to maintain relationship
with for effective communication. Hence, they become key stakeholder for the company
as well. As they use the VOC (voice of the customer) and CS survey meeting for the
communications.
 Employees: These are the internal key person for the Samsung as they hire cultivated
talent resources. VOE(voice of the employees), Multidimensional evaluation are the used
to communicate with the employees.
 Shareholders: The organization continuously communicate with their shareholders
thorough meeting and IR activities. They can be at the strong opposites for the methods
that has been adopted for communication in the organization.
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 Suppliers: For the company their supplier are also some key assets and they communicate
with them on daily basis as per the material requirement of the organization. They are
involved in supplying raw material to the organization so that the ultimate requirements
can be fulfilled.
b) Use of technology
The organization uses the technology for effective communication management through
email, Telephone/ Skype, video conferencing, electronic news letter, social media, corporate
blogs, web Ex and Translator and translation phone services (Boyer and Roessler, 2015).
It will be hinder to the communication when there is not maintaining the two way relation for the
effective communication.
c) Communication Policies and Procedures at Samsung
 They also comply with the various legislation and ethical standards.
 Samsung maintains the effective organization culture.
d) Communication problems at Samsung and its cause.
The communication problems arise during the issues in the Galaxy note 7 and
management of the organisation did some mistake while communicating with their stakeholders.
The statement made by the company to the customers that their phones used a various battery
than the ones being reported about and as outcomes at the Hong Kong clients might be struck.
But on the next day they were strained to shrink back about their statement after realizing about
the mistakes and found that their are more than 500 phone were affected in the same location.
This mistake cause to customer trust which had affected to their goodwill.
e) The values and culture of the firm.
The value of the Samsung is to give the better and effective technology products to the
organisations (Soumier and Cuq, 2014). As the firm have dynamic organisation culture which
has establish an better working environment where all the employees shows their potential to
improve the company.
Power and interest matrix which will help to manage the stakeholder of the Samsung in various
way:
 Minimal Effort: The stakeholder with the low interest in the organisation required to take
initiative and combine with their power places various demand need to fulfil with the
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help for team. Hence, Samsung stakeholders can help in decision making aspect of the
organization.
 Keep informed: These people have a high interest in what you are doing, but relatively
low power. Don’t become complacent though, the combined effect of many disgruntled
individuals can grow. Samsung can keep these types of people informed regarding
various strategies and new adoption that is taken by it.
 Keep satisfied: Those with a high level of power but low level of interest need to be kept
satisfied. Bear in mind the level of interest can change rapidly when a stakeholder
becomes dis-satisfied. Hence, it is important for the Samsung management to ensure that
the stakeholders are satisfied enough with the requirements.
 Manage Closely: It is important for the Samsung to manage their stakeholder with close
relation build up and solve their issues by communicating in time period.
Task 2- Report and Presentation
AC1.1 Identify the key stakeholders in the firm and its analysis on knowledge and information
they required.
There are main key stakeholder Samsung and knowledge and information they required such as
follows:
 Customers: This are the main stakeholder of the cited firm which required the specific
knowledge about the new products and information of each and every products of its
quality and original.
 Shareholders: This are the most important stakeholders of the organisation in which they
must have knowledge about the firms investment and new ventures are the necessary
information they should get from the organisations.
 Employees: This are the key stakeholder and they must have knowledge about the firms
position and information of new launching products.
 Government: This can be the external stakeholders of the Samsung in which they must
have knowledge about their practices inside the firms in terms of finance and polices for
the organisations made by government.
AC1.2 System used for communication key information to the stakeholder in the Samsung.
There are various system have been used by the organist ion for communication to their
stakeholders such as follows:
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 Email: This is a modern way of communication system which has been used by the
Samsung to communicate with its stakeholders by Email to send the important message
and various information such as new products lunching, prices, offers and outlets set up
in a effective way.
 Website: This can be the common system used by the organisation in which they
communicate with their stakeholder with the help of attracting firm website by updating
each and every information about the company new launching their corporate news. This
will help to build the trust of all the stakeholders (Suryanarayana and Raffaelli, 2015).
For examples: information of New Phone and other products and the job positions.
 Video Conference: it is a system used by the Samsung for communication with their
important stakeholder such as employees and business partner for the effective deals.
AC2.2 Use of technology and help in communications and its hinder
The various technology has been used by the Samsung for communication such as
follows:
The organization used their own software for the internal communication to inform the
employees about the day to day operation.
The had use the fleet communication for their information about delivery with help of text
message while some of the driver don't have the company mail. For that firm is using
smartphone and GPS tools which can be easy for them to track.
The hindrance of the such technology will be more threat to the company or the drivers personal
may be hinder as it will track each and every location of the employees.
AC2.3 The communication Policies and Procedures and its impact.
The Samsung have their own global policies and procedures for the organizations as
reference guide to their approach to accountable and responsible business practices. The main
aim of the organization to bring the health relation with the employees as well other stakeholder
which are associated with the organizations (Ramer, Soroca and Doughty,2012). The NGOs,
government, customers, shareholders, suppliers and employees which are develop along with the
various responsibilities as global corporate citizens. In this manner Samsung electronic will help
to manage their corporate communication for the sustainability development.
 They also comply with the various legislation and ethical standards.
 Samsung maintains the effective organization culture.
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AC1.3 Analysis of potential barrier to effective workplace communication.
The various barrier to effective communication at workplace will bring the positive impact of the
negative which can be depends. These barriers will be describe in the details such as follows:
 Perceptual Barriers: This can be the most common communication barrier have been
face by the organisation in which the two top management authority will give theory
opinion on the same perspectives. So that it is important for the organisation to make a
common opinion to bring the effective communication.
 Emotional Barrier: The another communication barrier which will be bring the effective
communication which is emotional. In this fear and mistrust from the ground level
employees need to focus on the effectively communicating with the other employees.
 Language Barrier: This can be that effective barrier due to workforce diversity in the
organisation the employees speak the different language which cause the communication
barrier. So organist ion need to understand the native language of employees which will
help understand each and every individual better.
 Culture Barriers: This is also an effective communication barrier which bring the
adverse situation in the organisation due to workforce diversity employees are available
in the company which have various culture and ethics cause the communication issues
while framing the rules and regulation for the betterment of firm.
 Physical Barriers: This can be the most important effective barrier of communication in
which the physical barriers bring the issues in better top to bottom level due ot area
cover of the internally will be more from the top level employees which can be remove
with the help to proper interaction.
AC2.1 Communication influenced by values and culture factors.
The Samsung presence has global and they have huge impact of workforce diversity in
the organization which results the various culture and values are influencing in the organization
for the better rules and regulation (Okuyama and Asai, 2016). This can not only affected to the
employees but also on their performance. As the culture can be understand as the value, attitude
and manner of implement the various things which the individual form at the specific location
where they have born and brought up as a kid. Because this will impact on their communication
across the culture of the organisation which is important to set up common for all. As the
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Samsung have the dynamic organisation culture and values which can be considered to each and
every employees of the firm. So it is important for the organisation to implement the effective
policies for the employees which can be common for all and make the better Workington
environment without any influencing the culture values factors.
AC4.2 Theories of organisational communication.
The communication is the most important aspect in the firm which will help to bring the
major impact on the cited firm. As the various theories of organization communication which
can be explain as follows:
Webers Classical organization theory of fixed hierarchy:
This theory will suggest the effective potion of the various management in the
organisation and the structure will be fixed and the communication process within the firms. The
theory suggests that it is important for the company to predefine their roles and responsibility
and the organisation communication will be based on the fix structure which will help to avoid
the various conflicts in the firms.
Tompkins and Cheney's organisational control theory:
This theory will suggest the which can be control of the organisation in four way in
which it will determine how organisation bring the power with the help of simple, technical,
bureaucratic and focus. As per this the organisation will be manage their communication.
Deetz's Managerialism Theory:
This theory will be covered the fixed impression of firms and apart from the posits a point of
view of the firm which will considered in key account as the popular desire of the people and the
ability centres in the firms.
AC4.3 Recommendation on the basis of plan to improve the workplace communication in the
organisation.
The better the communication of the organization it will help to bring the major
difference and set of standard will be implemented so from the recommendation on the basis of
plan to improve the workplace communication in the organization such as:
 Check in with employees on regular basis: This can be the important for the
organisation t improve the workplace communication (Bouvier, Lecourvoisier and
Grosso, 2013). They can be invite for the various events of the organisation which need
to be make improve the internal communications.
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 Make internal knowledge and information easily available: For the new employees in
the organisation which required to set and standard and rules and regulation for familiar
with the internal information and knowledge which required to available easily during the
time of induction only so that communication can be made easily at the workplace.
 Asses the current internal communication Methods: it is important for the
organisation to asses their internal communication methods such as email, phones and
internal equipment used for the communication need to be proper monitors.
 Implement social intranet software: This can be the most important aspect for the firm
which required to implement the effective social intranet software in the organisation
which will help to bring the effective communication at the workplace.
There are various way in which the communication can be improve Listening is not the
same as hearing; learn to listen not only to the words being spoken but how they are being
spoken and the non-verbal messages sent with them. Use the techniques of clarification and
reflection to confirm what the other person has said and avoid any confusion. Consider the
emotional effect of what you are saying and communicate within the norms of behaviour
acceptable to the other person.
AC4.4 Measure to evaluate the success of the plan.
The evaluation of the organization plan will be success on the basis of continue
monitoring of various polices and procedure of the Samsung which need to bring the better
resource and sets an effective communication in the organization. The employees are also able to
communicate with the each and other as per the recommendation made will be implemented
effectively.
The success and failure rate can be measure from the effective analysis of the overall
productive of the Samsung will be increase and employees performance in work makes and
positive environment in the organisations.
Task 3- Interpersonal Communication
3.1 Effectiveness of own communication skills.
Communication Skill helps to build the level of execution and kept up the development
rate in association (Hadas, Loy, Rochwerge and Satran, 2012). With the assistance to
correspondence is help to clarify there thoughts in association. It is help to work with other
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colleague or other group. In this setting express their inclination in open path in group. It is help
to work with other group.
Self-assessment process one can without much of a stretch discover what the aptitudes the people
have and what are the abilities the individual need to procure more. It is centre around SWOT
examinations of the association. With the assistance of this investigate is help to build the
execution level.
 Quality: In this factor incorporate handle troublesome issue. It is an or more point and
this is help to accomplish any work with no misstep. This is called quality and utilize
them to expand execution level in association.
 Shortcoming: We have coupled of shortcomings as well. We have to build up our
adequate aptitudes in association. Along these lines aptitudes are required preparing
process in association (Vos, Bennett, Wu and Kavanaugh, 2013). Preparing is help to
evacuate shortcoming and increment the level of execution in association.
 Openings: There are parcel numerous open doors in promoting area. To discover the best
open doors in showcasing documented is relied on the aptitudes and ability of a man.
 Threat: In promoting recorded there are part numerous rivalries. Along these lines it is
help to build the level of execution and kept up the development rate in association.
3.2 Feedback from others
The various feedback will be given as per the following person such as:
 Mentor will be more responsible to improve my personal skill with the help proper
utilisation of communication development plan will effective to track the outcomes.
 Colleagues: This are the person whom I work with which they will give some tricks to
improve communication skills but required to listen more for the better response.
3.3 Theories of interpersonal communication
There are various theories of communication will be applied after the effective
evaluation made for own interpersonal communication such as follows:
 Politeness theory: It is a most common theory of interpersonal which will determine
how an individual try to promote, protect and save face when their feel uncomfortable or
shameful arise suddenly. The theory also suggest that how self management as well
others identities through connecting in particular through the use of politeness strategies.
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But these theories suggest some assumption which is important to considered in which
the person have the different face that can be the negative or positive face (Qiu, Khan and
Sheth, 2016). The factor that influence these theories such as social distance, power and
risk.
 Social Exchanges Theory: It is a wide approach used to explain and predict the
interpersonal communication and maintain relationship. The theory will suggest an
exchange approach to social relationship which same as the economic theory which has
been based on the comparative of rewards and cost. But these theories have the effective
assumption in which individual relationship are a function of comparing advantages
generate as compared to the cost which attain several benefits.
 Hofstede culture dimension theory: is a structure for multifaceted correspondence,
created by Greet Hofstede. It depicts the impacts of a public's way of life on the
estimations of its individuals, and how these qualities identify with conduct, utilizing a
structure got from factor examination. The hypothesis has been generally utilized as a
part of a few fields as a world view for look into, especially in multifaceted brain
research, universal administration, and diverse correspondence. It keeps on being a
noteworthy asset in culturally diverse fields.
3.4 Personal development plan for improving own communication skills.
The effective personal development plan for improving communication skills.
 Set up reason: In the main stage is set up motivation behind self-awareness. In this
factor centre around learning, aptitudes and other factor in association.
 Distinguish advancement needs: In this factor is to be centre around improvement
needs of individual in association. Needs is most imperative factor to association and
increment the level of execution in showcase (Greenberg, 2012). Needs according to the
future condition in association.
 Take a gander at improvement openings: After distinguish the requirements, in this
procedure is advancement of future open doors in association. It is help to expand the
level of execution. Openings is most vital to discover the best open doors in showcasing
documented is relied on the aptitudes and ability of a man.
 Detail an activity design: along these lines recognize the open doors is help to figure the
activity design in association for self-awareness. Thus, recognize the individual
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arrangement is help to expand the level of execution and kept up the execution. All work
is to be finished with the assistance of planing work is to be done in viable way.
 Embrace improvement: With the assistance of planing in self-awareness design. It is to
be centre around future improvement in association. It is help to enhance aptitudes like
time administration, learning and other. All such factor is help to future advancement in
self-awareness design.
 Audit and assess: In this all the progression is help survey and other factor is help to
enhance aptitudes in self-improvement design (Farnsworth, 2013). In self-awareness
design input is most essential to expand the execution level and kept up the development
rate in association.
These are the main element of the communication need to improve in this manner which will
help to bring the skill more improvement.
The Communication skills: In every individual for individual and master change in view of
suitable correspondence to fulfilled the delegates needs likewise the affiliation. As the effective
correspondence in the relationship to settle on the better decision to achieve the affiliation
targets. For the any calling should be capable effective censure with labourers need to utilize.
This will be easily change with the assistance of educator and companions too going to the
course, workshops.
Recommendations to improve communication
 It is important to ascertain that what will be the suitable format to communicate the message.
It can be written oral, verbal or non-verbal format.
 Ensuring that the message receiver understand the language in which message is to be
transferred.
 Displaying confidence and seriousness while communicating helps in grabbing the attention
of individual at the receiving end.
The success and failure rate of communication can be judged based upon what actually has
been decoded by the person at receiving end.
CONCLUSION
From the report managing communication it can be easily concluded that it is important
for the Samsung to manage their organization with effective technology used for the internal
communication made with their stakeholder and the organisation improve the workplace
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