Managing Communication Knowledge and Information
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TABLE OF CONTENTS INTRODUCTION.............................................................................................3 TASK 1..........................................................................................................3 1.1 Major decisions which needs to be taken for global growth...................3 1.2 Need of information and knowledge for effective decision making.....3 1.3 Internal and external sources of information.......................................4 1.4 Recommendations for improvement in decision making for the global growth........................................................................................................4 TASK 2...........................................................................................................6 2.1 Stakeholders for a decision making process.........................................4 2.2 Development of contact and business relationship with stakeholders..5 2.3 Involvement of stakeholders in decision making..................................5 2.4 Strategies for improving a relationship.................................................5 TASK 3............................................................................................................6 3.1 Process of communication....................................................................6 3.2 Difference between horizontal and vertical form of communication and the ways to improve appropriateness........................................................6 3.3 Improvements which ensure greater integration of system of communication...........................................................................................7 3.4 Plan to improve communication skills when work as a supervisor of Omega.......................................................................................................7 CONCLUSION.................................................................................................8 REFERENCES..................................................................................................9
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INTRODUCTION
Communication can be defined as a way or process through which one can exchange his ideas and thoughts by the means of oral, written and other mediums (What is Communication, 2015). Process of communication is completed only when receiver gets and understands the message in the same way in which sender of the message transmitted it. Communication knowledge and information plays an important role in the success of firm. It is the tool which enables company to transfer knowledge and other insights related to the work aspects which help it in the achievement of organizational goals and objectives. This project report is based on the given case study of Omega airlines and it depicts the needs of knowledge and information for effective decision making. Besides this, it also depicts the assessment of internal and external sources of information which helps company in the collection of valuable information which helps it in achieving the success.
TASK 1 1.1 Major decisions which needs to be taken for global growth Every company that wants to get expand in the global market needs to take several important decisions which would affect its growth and profitability in the global market. Company needs to make effective decisions regarding several aspects such as financial decisions, target market decision, marketing of product and services decisions etc. Proper utilization of finance plays an important role in the success of company so it needs to make effective financial plan and policies which ensures global growth of the organization. Besides this, enterprise that wants to enter in the global market for growth and development needs to consider political and legal conditions of that market (Tong, Tak and Wong, 2015). It is because of the reason that it highly affects global expansion decisions of company and to achieve success
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in the global market, relationship between business and the government is essential for development. 1.2 Need of information and knowledge for effective decision making Before entering into the global market, company needs to collect the information regarding competitors and government. Along with that, it needs to have complete knowledge about the competitors and government to become successful in the global market. Competitor’s product, plan and policies also provide more help to company in making effective decisions which prove to be beneficial for the firm. Besides this, organization also has information regarding government policies, rules and regulations related to the products or services which company plans to deal in the global market (Pearson, Smeltzer and Thomas, 2015). It also provides help to the business in making more effective and efficient decisions because these factors highly affect the growth and profitability of company. 1.3 Internal and external sources of information Internal and external sources of information plays a vital role in effective decision making related to the global market. One of the main internal sources which provide more valuable information is the annual report of company. It provides information regarding financial health and condition of the business which helps the firm in making effective global expansion decision (Ribeiro and et.al., 2015). To assess the suitability and reliability of source, company uses latest data of the report which gives better insight to the firm. On the other hand, organization also collects information from external sources such as government that provides information about tax liabilities and other regulatory policies of the firm related to business dealings. To assess the suitability and reliability of data, company requires using only that site which is registered and has copyright for the information.
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1.4 Recommendations for improvement in decision making for the global growth To make improvement in the decision making process for global growth and development, company needs to focus on effective data collection methods. Primary method of data collection proves to be more beneficial for the organization because it provides valuable and reliable information to company (McCallister and et.al., 2015). Questionnaire provides more help to the firm in the collection of accurate data from respondents. Company frames questions of questionnaire according to its need which helps business in the collection of valuable insight about global market customers, market condition and other important aspects.
TASK 2 2.1 Stakeholders for a decision making process There are many stakeholders such as employees, customers and shareholders that play an important role when company makes decision regarding global market. Employees of company are one of the main elements who provide creative and effective solution to the management about various global issues. Besides this, shareholders of company are also one of the main sources which help the firm in making effective decisions to attain the specific goals and objectives. Because shareholders are the main owners of company, they are more concerned with the company matters and affairs as well as play a vital role in the decision making process (Anshari, Alas and Guan, 2015). 2.2 Development of contact and business relationship with stakeholders To develop and maintain effective business relationship with stakeholders, company makes an effective use of various communication channels or mediums. Company conducts meetings and seminars to contact employees
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which helps it in effective decision making as well as supports in building and maintaining the relationship with them (Shepherd and Rudd, 2014). Besides this, to contact as well as to build and maintain relationship with the customers, company uses e-mail id of customers to provide them time to time information about products and services. On the other hand, company also gets feedback from customers who help it in improving their products and services. 2.3 Involvement of stakeholders in decision making Company needs to involve employees, customers and shareholders in the decision making process which provides more help to the firm. The main purpose of involving employees in decision making is that it provides creative insight or solution of the problem. To involve employees in decision making process, company needs to motivate and make its employees feel that their suggestions and decisions make contribution to the achievement of goals. In contrary to this, company also requires to involve shareholders in the decision making process of firm (Baird and et.al., 2014). To involve them in the effective decision making, company needs to conduct meeting with them and required to discuss the important issues related to company's global affairs. 2.4 Strategies for improving a relationship To improve the relationship with stakeholders, company needs to use personal networking strategies which involves more customers in the decision making process. Personal networking is a group which involves more dedicated people who develops and maintains relationship for the long term to support given set of activities. Company can use personal networking as a tool which helps the organization in increasing productivity at the global level and thereby increases profit as well (De Vente and et.al., 2014).
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TASK 3 3.1 Process of communication According to the given case study, it has been identified that Omega airlines use horizontal form of communication. Vertical form of communication occurs between
employees of
different hierarchical structures. It is also known as upward communication in which flow of information moves from subordinates to superiors. On the other hand, vertical communication is also known as downward communication when superiors provide direction to their subordinates (Knapp, Vangelisti and Caughlin, 2011). On the basis of given case study, it has been identified that upward communication occurs between Leigh Randell and Kent Davis. It is because of the reason that Randell reports directly to Davis who is the vice president of in flight services. Randell uses written form of communication to inform Davis that she is making high efforts for not only reducing the ground time but also for trying to improve the satisfaction of customers or passengers with more efficient departure procedure.
But, Tom Ballard does not
give any response to her as well he does not coordinate to make improvement in the services of Omega airlines. Along with that, Tom Ballard has the authority to report Alan Brook which indicates that upward communication occurs between them.
Besides the vertical form of
communication, Omega airlines can also use other forms of communication such as horizontal form which proves to be more beneficial for it. Horizontal communication is one of the main forms of communication which occurs between the same levels of employees either in written or oral form within organization. It also provides more help to Omega airlines because it involves high degree of informality. So, it enables Randell and Ballard to coordinate their efforts which makes contribution to the achievement of Omega’s goals and objectives.
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3.2 Difference between horizontal and vertical form of communication and the ways to improve appropriateness On the basis of given case study, there are several differences between horizontal and vertical form of communication. Horizontal form of communication occurs between Randell and Ballard in the written form that has the same hierarchy within Omega. However, vertical form of communication takes place between Randell and Davis as well as in between Ballard and Alan Brook. According to the given case study, Randell has communicated to her supervisor that she tried to communicate with Ballard but she did not get positive response. . In vertical form of communication, most of the messages get distorted (Coombs, 2014). So, to improve the appropriateness of communication between Randell and Ballard, Omega needs to foster high degree of informality. To make communication more effective between Randell and Ballard, Omega adopts horizontal form of communication. It enables them to make more efforts to coordinate the activities of flight attendances and passenger service personnel with more efficient departure procedure. In addition to this, to improve the communication between Randell and Ballard, Omega needs to conduct conference and meeting between them for effective interaction (Kaner, 2014). Besides this, to improve the appropriateness of communication, Omega needs to resolve all the conflicts which occur between Randell and Ballard. It provides more help to the firm in achieving success. 3.3 Improvements which ensure greater integration of system of communication Omega needs to make improvement in the system of communication which ensures greater integration between them. Omega needs to adopt horizontal form of communication between employees who have same
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position in the organization. It provides more help to company in achieving the success. Due to vertical form of communication, there is more delay in the decision making process which affects the operations and stability of business. In addition to this, employees of company hesitate to present their views and complaint to their superiors. According to the given case study, Randell first wrote memo to Ballard in order to improve the services of company (Jandt, 2015). But Ballard did not give any response to Randell. After that, he made complaint to Kent Davis about the problems. Then to resolve the issues, Davis conducted a conference and called up Alan Brook and Tom Ballard. It was a more time consuming process and made delay in decision making. So, instead of following vertical form of communication, company needs to adopt horizontal form. It enables employees of company to mutually take effective decisions which prove to be very beneficial for the organization. Horizontal form of communication fosters high degree of informality which motivates them to work more effectively and efficiently without any barrier (Wood, 2015). 3.4 Plan to improve communication skills when work as a supervisor of Omega If I would be given with the opportunity to work as a supervisor of Omega, I would develop various skills through effective plan which helps me in the achievement of organizational goals and objectives. Being a supervisor of Omega, I would make many efforts to become a good listener which will help me in giving positive impact on others. Characteristics of good listener such as don't disrupt speaker during his/ her conversation helps me in becoming a good listener. Besides this, I would also try to understand the non verbal signals which play an important role in the communication. In the given case study, it is stated that Randell does not make efforts to resolve the conflicts and to make complaint to her superior.
So, being a supervisor of the company, I will try to resolve the conflict as well as would also make initiatives to understand the attitude and belief of others which helps me in achieving the success.
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CONCLUSION From this project report, it has been concluded that company needs to adopt appropriate form of communication which makes contribution in the achievement of goals and objectives. Along with that, it has also been concluded that before entering into the global market to achieve success, company needs to take into consideration all the factors which affect the global growth. It is also concluded that stakeholders of company plays an important role in the effective decision making which provides more help in achieving success.
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REFERENCES ⚫
Anshari, M., Alas, Y. and Guan, L. S., 2015. Developing online learning resources: Big data, social networks, and cloud computing to support pervasive knowledge. Education and Information Technologies. pp. 1-15.
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Baird, J. and et.al., 2014. Learning effects of interactive decision-making processes for climate change adaptation. Global Environmental Change. 27. pp. 51-63.
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De Vente, J. and et.al., 2014. How does the context and design of participatory decision-making processes affect their outcomes? Evidence from sustainable land management in global drylands. In EGU General Assembly Conference Abstracts. 16. pp. 14537.
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McCallister, J. W. and et.al., 2015. Communication skills training curriculum for pulmonary and critical care fellows. Annals of the American Thoracic Society. 12(4). pp. 520-525.
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Pearson, J. N., Smeltzer, L. R. and Thomas, G. F., 2015. The relationship between planning and information source/media used by small firms. Journal of Small Business Strategy. 6(1). pp. 35-52.
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Ribeiro, Á. H. P. and et.al., 2015. Efficiency of the Process and Maximization of Results from Communication Efforts: Proposition and Test of a Model to Evaluate the Mix of Conventional Media and Interactive Media. In Marketing Dynamism & Sustainability: Things Change, Things Stay the Same. pp. 82-85.
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