BIZ101 Assessment 2B: Academic Report on Telstra Communication

This report examines the internal communication challenges faced by Telstra, a major telecommunications company, in the context of globalization and a changing workforce. The report highlights how increased diversity, stemming from globalization, impacts communication, particularly with language barriers and time differences across geographical locations. It also explores the influence of the millennial generation's attitudes and communication preferences on internal processes. The report delves into how Telstra can balance traditional communication methods with those preferred by the millennial workforce. It provides specific recommendations, including the implementation of language policies, diversity training, and a blended approach to communication channels. Furthermore, the report emphasizes the importance of fostering positive relationships between different generations within the company to improve communication and overall organizational success.

Running Head:BUSINESS COMMUNICATION 1
Business Communications
Students Name:
Institutional Affiliation:

BUSINESS COMMUNICATION 2
Telstra Corporation
Telstra is a famous telecommunication company in Australia and one of the best-
known brands. Telstra is known to offer information and telecommunication services, and it
is also permitted to compete in the global markets (Brighton, 2013). The primary services
provided by Telstra include servicing local and international telephone calls, providing
telephone exchange lines to both businesses and homes, the supply of mobile communication
services and presenting data, online services, and internet (Mazzei& Ravazzani,2015). Telstra
also acts as the principal provider of directory services in Australia (Hall, 2006). Telstra has a
total of 37000 employees located in different parts of the world.

Running Head:BUSINESS COMMUNICATION 1
TABLE OF CONTENTS
Introduction................................................................................................................................4
How the increase in diversity brought about by globalization have affected internal
communication in Telstra...........................................................................................................4
The difference in geographical locations Caused by globalization is another factor that affects
communication in an organization.............................................................................................5
The attitude held by the millennial generation may also cause barriers to internal
communication...........................................................................................................................6
How balancing old communication methods with the millennials generations effects a
company's communication with its employees..........................................................................6
Recommendations......................................................................................................................7
Conclusion..................................................................................................................................8
References..................................................................................................................................9

Running Head:BUSINESS COMMUNICATION 1
Introduction
In recent years Telstra Company has always been in motion and ever changing to
adapt to changes in the global markets. Internal communication plays a significant role in an
organization especially when a company is in transition (Benson, 2014). However, with the
increasing globalization and increase in millennial workforce, this has caused internal
communication challenges in Telstra (Popper, 2011). Globalization increases diversity in the
workforce which is more visible with the presence of different language backgrounds which
are demonstrated in a multilingual workforce this may in return affect internal
communication an organization (Brighton, 2013). On the other hand globalization cause
difference in time and this has dramatically altered communication in Telstra. Other factors
thought to have caused poor internal communication in Telstra Corporation is the increase in
the millennial workforce. Millennials are people born between 1979-1994. They are
considered to be technologically creative, have a robust informal network, fresh perspective
and a lot of energy. They can be great employees in an organization. However, the older
generation terms them as unmotivated, disrespectful, disloyal and self-centered (Mazzei &
Ravazzani, 2015). Therefore there is a significant difference between the old workforce and
the modern workforce. This raises worries on the effectiveness of communication in an
organization. This is because an organization entails working together in teams. This is a
significant barrier to internal communication in Telstra Corporation.
How the increase in diversity brought about by globalization have affected internal
communication in Telstra
One of the significant disadvantages of having a diverse workforce is discrimination
for both employees and managers (Hall, 2006). When a worker gets to be discriminated it
affects his perception of equity and also it affects his ability to perform (Falkheimer, &

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Heide, 2008). This in return may change the communication ability of the said employee
which later causes a decrease in production and lack of cohesiveness. However, spending
time with employees and having to know the issues they are facing helps in eradicating
communication barriers. However, this does not work in all instances. Another way internal
communication is being affected by globalization is the presence of many languages thus
leading to language barriers (Fletcher, 2009). When Telstra invested in some countries, it was
difficult to communicate with both the employee and the customers because of the lack of a
commo0n language. Thus the company hand to come up with different ways in which they
could ensure effectiveness in communication (Fletcher, 2009). Some of this approaches
included hiring translators or engaging the workforce in training programmes (Brighton,
2013). Language is a significant barrier to internal communication thus making companies
not to reach their employees effectively (Oliveira, 2013). The tone of one language can be
understood differently by people speaking in a different language. If a corporation does not
handle language issues effectively, the problem may affect the economic performance of the
said organization (Oliveira, 2013). Thus language policies are necessary to help shape the
future language practice of a company and its employees.
The difference in geographical locations Caused by globalization is another factor that
affects communication in an organization
Differences in geographical locations bring about time differences and management
differences which in return affect communication in an organization. Telstra Mother
Company is not managed as its other branches located in the different parts of the world. The
communication made by the mother corporation to other branches may take quite a long time.
This may cause barriers especially when it's an emergency. Moreover, the message may be
misinterpreted. On the other hand companies in different locations face different issues this
may translate to the issues of communications. People have different perceptions based on

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where they are located therefore this translates to communication. Communicating with
people in different locations might be difficult as well. This is one of the significant issues
that Telstra Corporation is facing with its branches. This, in turn, affects the employees and
the management ability to work, thus affecting productivity.
The attitude held by the millennial generation may also cause barriers to internal
communication
The millennial generation is said to be made of people who are self-confident, they
believe in themselves, and sometimes they can be authoritative. However, some of these
qualities held by people of the millennial generation are beneficial to the organization (Draft
Meeting Report, 2012). Since they make the organization to become lively and also bring a
lot of innovations as compared to the old workforce (Falkheimer, & Heide, 2008). On the
other hand, this may cause conflict between the new generation and the old generation. This
is because the new generation has a different perspective compared to the old generation.
How balancing old communication methods with the millennials generations effects a
company's communication with its employees
Millennial workforce is technologically creative, strong informal network, fresh
perspective and a lot of energy (Popper, 2011)). They can be great employees in an
organization. Technology is evolving every day; the needs for the millennial generations are
also advancing every day while Telstra company internal communication tries to keep pace
(Najafbagy, 2008). Years back office communication was made through the email. However,
in recent years, there are many internet platforms in which information can be shared.
However, locating the best platform for the company is a significant problem because of the
tech-savvy millennial presence. Emails are still considered as a better means of internal
communication, and it does not seem like they will be phased out any time soon. However,

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their effectiveness as a means of communication is something worrying. Internal
communicators also find it challenging to keep overwhelming employees with a lot of emails,
yet they must keep communicating on a daily basis. Millennials are said to prefer mobile
applications and social media platforms as a means of communication to them. Studies have
revealed that few of them try to have a look at their emails on a daily basis, thus this has
created communication barriers in an organization (Najafbagy, 2008). Thus companies have
not been able to reach their employees effectively. There is a need for a balance between the
modes of communications in an organization to avoid this kind of situations. Honestly, this
is two very different generations that don't tend to agree on some issues. This has caused
communication barriers
Recommendations
Companies need to come with language policies that will help in solving the issues of
diversity. Some language policies include hiring translators or making it mandatory that
before someone can be a member of their workforce, he has to understand a particular
language effectively (Draft Meeting Report, 2012). These will make sure that the language
spoken in all organization is the same. Therefore the company will be able to communicate
effectively to all the people in the organization without hindrances. A company also need to
hold some training programmes for all the people in the organization and teach them the
importance of diversity this will help in mitigating cases of discrimination which also create
barriers in the organization.
Companies also need to combine both the old means of communications such as
emails with the new modes of communications such as the social media platform
(Helvacıoğlu, & Özutku, 2010). This will ensure effective communication in the
organization. On the other hand, because the old generation cannot take a lot of information

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at once as compared the new generation in the company, the company should learn how to
dispatch information in bits using different platforms (Benson, 2014). This will make it easier
to understand and to get the content. The company should consider using short articles, news
feeds and electronic means such as videos since they might appear attractive to everyone in
the organization.
On the other hand, companies need to come up with initiatives to promote good
relationships between the old workforce and the new workforce it will help avoid some of the
misunderstandings that arise between the older generation and the new generation. They
should learn how to harmonize these generations to ensure the success of a company
(Helvacıoğlu, & Özutku, 2010). A company should look for means they can balance between
the old people and the new workforce to ensure cohesiveness. When there is a good
relationship in an organization communication will always be useful but when there is no
reasonable relationship in organizations communication is always a problem. Thus
companies need to do their best in ensuring a balance between this two generations.
Conclusion
In conclusion globalization and the differences in generations has significantly
affected internal communication which in turn affects how a company relates with its
employees. However, if this factors can be managed effectively, the can assist the
organization in having a competitive edge. Thus companies should learn how to manage this
issues effectively to avoid barriers which in turn affects the productivity of a company.

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References
Brighton, C. (2013). Socio-cultural communication values in the development of intercultural
communication competence . A. Baczkowska (Ed.). Peter Lang Edition.Frankfurt.
Benson, P. G. (2014). Emerging Themes in International Management of Human Resources.
Charlotte: IAP - Information Age Publishing, Inc.
Falkheimer, J., & Heide, M. (2008). Multicultural crisis communication: Towards a social
constructionist perspective. Journal of Contingencies and Crisis Management, 14 (4).
USA: Blackwell Publishing.
Fletcher, P. (2009). Wired brown land: The battle for broadband. Sydney, N.S.W: UNSW
Press.
Hall, S. (2006). Encoding/decoding.In G. M. Durham & M. D. Kellner, Media and cultural
studies. USA: Blackwell Publishing.
Helvacıoğlu, N, & Özutku, H. (2010).Role of human resources strategies in controlling
cultural differences: Ikea case. Journal of Administrative Sciences, 8 (1).
Mazzei, A., & Ravazzani S. (2015). Internal crisis communication strategies to protect trust
relationships: A study of Italian companies. International Journal of Business
Communication, 52 (3) 319–337.
Najafbagy, R. (2008). Problems of effective cross-cultural communication and conflict
resolution.Palestine Israel Journal of Politics, Economics & Culture, 15/16 (4/1),
146–150. 186.

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Oliveira, F. M. (2013). Multicultural environments and their challenges to crisis
communication.Journal of Business Communication, 50 (3), 253–277. DOI:
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Popper, N. (2011).U.S. factory churns out unhappy workers. Retrieved from
http://articles.latimes.com/2011/apr/10/business/la-fi-ikea-union-20110410.
Draft Meeting Report. (2012, March 6–8). Retrieved from
HTTP://www2.filcams.cgil.it/info.nsf/1ff2f0b3995796d1c12579c100611b19/$file/
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