BUSINESS COMMUNICATION

BY: AIN ATIYA AZMI BINTI NAZMI

ALS BUSINESS IISM A LEVELS 2016

1. DO YOU CONSIDER THAT WRITING A REPORT WAS THE BEST WAY FOR METTA TO COMMUNICATE TO DIRECTORS IN THIS CASE? EXPLAIN YOUR ANSWER. (5)

YES A report is a very formal method ofcommunication and will set out in detailMetta’s concerns and suggestions for directors to consider.

• There will be a written record to refer backto. Directors emphasise the importance ofwriting everything down.

NO

• A memo might be a more appropriate way of raising the issue with directors. Directors may be busy and, therefore, reluctant to read an unsolicited report.

• Metta intends to pass over the section heads. This may cause conflict and resentment as Metta is not using the appropriate communication channels

2. DISCUSS THE FACTORS THAT THE BUSINESS SHOULD CONSIDER BEFORE INTRODUCING AN INTERNAL COMMUNICATION BASED ON IT SYSTEMS. A range of factors could be discussed including:

• Cost − is there a sufficient IT network to enable relevant members of staff to have access to a computer? If there is poor provision of computer equipmentnthroughout the organisation, then messages will not be received by staff unless there is investment in new computers.

• Training of staff − will employees need training to use IT? If they do, it will add to costs of introducing this form of communication.

• Information overload − the use of IT can lead to staff sending too much information to each other and, consequently, staff begin to ignore messages or miss important messages.

• Misunderstandings − emails can easily be misunderstood as employees may not spend time checking that the message is clear.

• Breakdowns − computer networks may be subject to breakdown and there is the threat of viruses disabling the system.

• Speed of communication − IT offers instantaneous transmission of messages.

However, there is no guarantee that the message will be received quickly; that will depend on how frequently employees check their inboxes

3. ANALYSE THREE CAUSES OF COMMUNICATION PROBLEMS AT ASIAN LIGHTS.

• Size of the organisation − as the business has grown, there has been an increase in the number of managers and the creation of more levels of hierarchy.

• Length of communication chains − each section head has to check the message before passing it on to the next person who needs to know. This slows down the communication process. It has taken three days for an important message about production to reach Metta

• The need to write everything down − there is evidence that there is a lack of clarity from the senders of messages; Metta can barely read the scribbled message regarding the correct product mix to manufacture. Sometimes this will be inappropriate. It may be better for simple messages to be given orally. Sometimes very important messages should be given face to face to ensure the message has been received.

• Autocratic style of management − this may lead to one-way communication. This can demotivate employees and make them less receptive to receiving messages.

USING THE CASE STUDY:

• EXAMINE THE POSSIBLE LINKS BETWEEN THE EFFECTIVENESS OF INTERNAL COMMUNICATIONAND STAFF MOTIVATION. [10]

Effective communication relates to the exchange of information between people, with feedback. It is a two-way process and may have a significant impact on motivation.

• In the case of Asian Lights plc, Metta Viravong has become demotivated by communication problems. The ineffective communication within the organisation has frustrated Metta because it is preventing him doing his job effectively. It appears that receiving information late from the south-east sales manager has increased the stress he feels as it means that there has been overproduction of standard bulbs.

• Group discussion can help fulfil some of the needs identified by Maslow and thus aid motivation. Herzberg also suggests that employees will be motivated by greater involvement within the business. Effective communication can help ensure that employees feel part of the business and that they are valued.

. • Two-way communication gives a chance for employees to express their views and encourages a sense of belonging.

• Communication is essential to give recognition to staff and promote an individual’s sense of worth.

• Effective communication may help employees understand what is happening within the business. When change is occurring, such as the takeover of Bangkok Brightlights, it is important to communicate effectively with staff as they may need reassurance about the future. This will help prevent demotivation

Note that effective communication may help motivate employees, but that, in itself, it is unlikely to be sufficient to motivate. Many other factors are also important. For example, Herzberg highlights other hygiene factors as being a precondition for a satisfied workforce that can be motivated. The message that is being communicated is also important. For example, after the takeover of Bangkok Brightlights, if a strategy of rationalisation was pursued, then however effective communication was it is unlikely that employees would feel motivated as colleagues lost their jobs. In such a situation, good communication will, at best, minimise dissatisfaction.