Business CommunicationsEPPM2014

3. Analysis

3.1Communication

Communication is activity of conveying information through the exchange of thoughts,

messages, or information, as by speech, visuals, signals, writing, or behavior. It is a

meaningful exchange of information between two or more person.

One definition of communication is any act by which one person gives to or receives

from another person information about that person's needs, desires, perceptions,

knowledge, or affective states. Communication may be intentional or unintentional, may

be involving conventional or unconventional signals, linguistic or non-linguistic forms,

and may occur through spoken or other modes.

Languages

In Danau Golf Club House, the language been used depends on the manager. In this case,

they used English and Bahasa Melayu. As for Mr. Johan, the new club manager, he

prefers English language. Mr. Johan used procedure from the headquarters of Saujana

Scape & Green where the quotations and letters that been provided in English for formal

purposes. During the meeting among club manager with head departments or between

managers with directors of Saujana Scape & Green, they frequently use English language.

In another hand, they used Bahasa Melayu in meeting between club manager with

KRUKM as Bahasa Melayu is formal language in government sectors. As for theirs staffs

whose involve in operation, they prefer to communicate in Bahasa Melayu. This is

because most of the employees are from SPM level and are having problems to

communicate well in English. In operation department, they stress out the experience in

technical areas and ignore the importance of English language in communication. In order

to overcome the problem, every Wednesday is English’s day where every staffs include

operation staffs, they must learn to speak English during office hours. Major language

that has been used was Bahasa Melayu because most of their clients are from government

sectors or local people accustomed with Bahasa Melayu. So, we can conclude that Danau

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used two languages in their organization, English and Bahasa Melayu appropriate to the

events.

Flow of Communication

Danau used three various patterns of internal communication which are serial

communication, informal communication and formal communication. Based on figure

3.1, Danau used serial communication, which mostly known as information flowing

vertically and horizontally within organizations. The role of club manager is to ensure the

staffs perform jobs according to the organization procedure. Besides, he will make sure

that Danau staffs provide 5 stars services to clients in order to upgrade the status of Club

House. Figure 3.1 shown that Club manager will develop job instructions and transmit to

head departments who report to manager. Head departments pass the instructions to

supervisor, who will be responsible to report them. The supervisor in turn will transmit

the instructions to clerk or workers.

Figure 3.1

Informal communication occurs among the staffs sharing comments about new upgrade

facilities and during ‘brainstorming’ to solve problems that arise in organization. In order

to avoid employees silence, the club manager will meet person-to-person so that there

will no be awkward situation between manager and staffs. By this way, the employees

Club manager

Head of membership

Head of golfHead of finance

Head of maintenance

Head of sales &marketing

supervisor

workers

supervisor

workers

supervisor supervisor supervisor

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will not withhold to express theirs useful information to organization because of the

mutual understanding relationship they had among themselves and managers. Besides,

every Monday they will hold futsal`s day and parties such as staffs` birthday celebration,

Hari Raya or potluck. Through these activities, it helps to strengthen the relationship

between upper lever and lower level management. As the new manager, Mr. Johan tried

to adopt with their activities and indirectly tried to empowerment his employees. He

adopt a concept of management by walking around (MBWA). He will meet his staffs and

have a conversation with them to know their opinion. The concept of management by

walking around was intended to enable managers to increase their contact time with

subordinates, suppliers, and customers and to improve communication between those

parties. MBWA led to informal communication, which became the stimulus for

managerial decision making as well as the vehicle for feedback to all of the individuals

who contributed to organizational success.

Miscommunication

Most of the Danau’s employees are from SPM level, we found that there are huge

difference opinions which contributed to the miscommunication in organization. As

mentioned by Mr. Johan, the club manager, their goals are in short-term while for upper

level are in long terms goals. To overcome these problems, Mr. Johan will motivate the

staffs to change the way of thinking and implant good attitudes or behaviours by showing

them good examples. In a way, En. Johan will come to work at 6.30 am before the

employees come. Another way if there any litter found round the workplace, Mr. Johan

himself will pick up the rubbish. This helps to motivate themselves to change good

attitudes and behaviors as they could see their manager could make it.

Mr. Johan believe in a win-win situation to solve the problems. Every decision made by

Mr. Johan was not based on emotions as to be fair to other employees. If there is any

party whom does not satisfied with the decision, Mr. Johan will meet the individuals face

to face and explain why and the effects to the company. If the individuals get low mark

for performance evaluation, En. Johan will explain and give solution on how to improve

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their performance. There may also occur misunderstanding in external communication

especially between clients with staffs. When encounters problem with clients or

complains from clients, they will investigate the problems whether their staff follow the

ISOPE scope. If their employees did not follow ISOPE scope, they will found the

problems to settle it. In another hand, if they found out their staff had followed the ISOPE

given, they will try to educate the customer and tell them their staffs had done the tasks

according to the ISOPE job.

3.1 Written Communication (purpose & amount daily/weekly)

Danau Golf Club used memo, report, and proposal for their written communication.

English is the language that they use to write all these documents. Besides, they also send

formal letter to the members’ of Danau Golf Club. This is to inform if there is any

promotion or news facilities at Danau Golf Club. When dealing with KRUKM, they used

formal letters in Bahasa Melayu. If the employee wants to take leave or medical checkout,

they will fill in the mc form and send it to manager to get approval. After getting approval

from manager, the individuals marks the leave at the whiteboard, so that other staffs know

that she/he had taken leave on that day.

3.2 Oral Communication (purpose, frequency & duration)

They held meeting in two ways, formal and informal. Club manager will attend formal

meeting monthly at headquarter of Saujana Scape & Green to discuss or report Club

House performance to the directors. Sometimes, club manager have to attend formal

meeting that held by KRUKM (Kelab Rekreasi UKM). They will be meeting weekly, on

Thursday at 9 am, in an informal way between the club manager with the head of

department. After meeting with club manager, the head department will have briefing

once a week with subordinates in order to complete job scope given by manager. The day

of their meeting depends on the head departments. Basically, they do not often use power

point presentation, as they do it in oral discussion in solving problems.

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The purpose of the meeting is to follow up the organization activities. Every week, the

club manager will give several task to his staff, and they must completed their task before

next week. Tasks that cannot be completed because of it complicity or involve decision

that could effect organization, they will solve it together. By this way, the club manager

will know which staffs that did not do the job efficiently.

External communication

In order to attract people, they created facebook fanpage known as Danau Golf Club to

promote Danau.

Communication Technology

This organization is ready to develop their organization. It can be seen with their

promotion method in the Internet. They has been using FB and homepage website to

attract people in becoming their members.

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This is a website of Danau Golf Club. www.danaugolf.com

This is a facebook fanspage of Danau Golf Club.

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For marketing strategies, mostly is from mouth to mouth. So that is way they

always make good services with their current members. One of their strategy to

attract their customers is they have changed the Golf’s common grass with

teetheagle grass, the exclusive one. So that people will be more interested to

become club’s member.

Sources:

Lahiff, J.M. Penrose, John. M. 1997. Business Communication Strategies and Skills. 5th Ed.

Pearson.

http://www.dineshbakshi.com/igcse-business-studies/people-at-work/revision-notes/840-

direction-of-flow-of-communication

http://en.wikipedia.org/wiki/Communication

http://www.inc.com/encyclopedia/written-communication.html