Discussion
Describe about the Business Communication for Elsevier Health Sciences.
The importance of staff training in an organization cannot be overstated. In a highly competitive market, it is absolutely important for any organization to keep on enhancing the professional skills of its employees, so as to improve the efficiency, productivity as well as the morale of the employees. Fatnemup Pty Ltd, is one of the emerging organizations of Australia, dealing with the production of the infant formula. It has been observed that there is a large need of improving the quality of the service rendered by the employees of the organization. Hence, to help the organization sustain in a competitive market, the staff training has become a crucial factor. It has been observed that the way the employees of Fatnemup Pty Ltd interact and even execute their tasks, it is not well-aligned with the strategy of the organization. Hence, for the purpose of the organizational development, the organization is required to adopt the implementation of the staff training methods (Elnaga & Imran, 2013).
Staff training can be provided over a variety of fields, and each one is crucially important for the growth of an organization. However, it is to be remembered that Fatnemup Pty Ltd is an emerging organization, and hence it does not have the sufficient budget to finance the staffs in every field, and so the organization is required to choose discreetly two areas, that deserve the greatest attention (Anitha, 2014).
The competence in oral communication plays an important role in any organization, as it is only with the help of communication, does a person exchange his ideas or explain his perspectives clearly. Assertive style of communication plays an integral role in an organization, when the employees are to deal with the colleagues, or the subordinates. It becomes even more important when the employees are required to interact with the consumers, as a single instance of aggressive remark, or indifferent attitude towards the consumer, can lead to the loss of a consumer (Nielsen & Randall, 2012). Hence, the development of communication skills is highly important. However, the employees responsible for rendering consumer service at Fatnemup Pty Ltd are unable to communicate effectively with the employees, and thereby solve their queries or doubts. It has been noted that a few consumers have expressed their dissatisfaction over the ineffectiveness of communication skills possessed by the employees of Fatnemup Pty Ltd, and hence the organization must offer training that will help the employees enhance their communication skills (Arnold & Boggs, 2015).
Findings on the Two Fields that Require Training
Team work is important for any organization, as it helps in promoting a sense of unity, reliability and bond among the members of the organization. Each employee must be well-aware of the mission of the organization, as well as the strategy needed to be adopted for the accomplishment of the same. However, it has been noted that the employees at Fatnemup Pty Ltd lack the bond to interact with each other. Further, a few employees were also reported to be driven by selfish motives and interests, whereby they refuse to approach a problem in an integrated way. Hence, training programs have to be introduced for training the employees to build social skills, and thereby create a sense of unity (Tee et al., 2013).
There is no gain stating the fact that sloppy and ineffective style of communication leaves a very negative impression in the minds of the consumers. The consumer service of Fatnemup Pty Ltd is meant to satisfy the doubts or the queries of the consumers. However, it has been observed that the employees are unable to understand the needs of the consumers, and offer a prompt reply while responding to the same. Further, a few consumers have even complained that the customer service executives are unable to handle the negative feedback of the consumers. However, communication paves the way for building a stronger relation between the consumers and the organization, and is a means of increasing the sales of the organization. Further, the listening skills are also required in the process of communication, and it is even all the more important while interacting with a consumer, who wants his message to be reached out to the other end. Hence, enhancing and nurturing the communication skills of the employees is absolutely imperative. The employees require to be trained so as to make them aware of the negative consequence of the Passive Aggressive style of communication, and the importance of employing positive language, and polite behavior while interacting with the consumers (lawlor et al., 2014).
Great teamwork helps in not only bringing organizational success, but also fetches personal satisfaction to the employees, by creating impressive work culture. This is the reason as to why, even large organizations such as Google and Microsoft are taking up steps to ensure that they just do not create teams, but create supportive teamwork. Peter Drucker, in his book, “Management: Tasks, Responsibilities, and Practices”, claims that great teamwork and internal bonding among the members of the organization, helps in better reception of new ideas, and newer ways of executing tasks (Barach & Cosman, 2015). The team members of the present organization do not share a good relation, and as such some of them are too pre-occupied with their selfish, mischievous acts that are largely harming the output of the organization Further, the team leaders in a few teams are inefficient, either too arrogant to persuade the employees, or too submissive to be seriously taken by the subordinates. Hence, Drucker maintains that the team leader must get everyone to pull together, communicate the daily goals of each day and finally motivate the employees to accomplish the same (Drew & Thomas, 2013).
Justification for choosing the two areas
Fatnemup Pty Ltd will have to introduce training programs that will help in developing the communication skills of the employees. Each of the employees should be trained to adopt the right kind of communication style that is Assertive style of communication in most of the cases. The organization should arrange seminars and workshops that can help in improving the communication skills (Bergener et al., 2013). The participation in the training programs must be made mandatory for each of the employees of the organization. It has been observed that incentive and appraisal can help in a considerable way, in improving the efficiency of the employees. Hence, Fatnemup Pty Ltd should announce an appraisal program, whereby the customer service executive with the most effective communication skills will be rewarded with additional incentives. However, the employee with the best communication skill will not be chosen by the organization, but his selection will be done based on the reviews of the consumers. While providing training to the employees, the employees should be trained with special attention to the importance of developing listening skills, and employing positive attitude, while interacting with a consumer (Hamstra et al., 2014).
A robust work culture is only possible by nurturing the individual as well as the team spirit. Each team can perform well if the team leader is capable of articulating and explaining the importance of the daily goals, and aligning the same with the strategy of the organization. First of all, the team leader of each team must be trained in interpersonal communication skills that will help him in explaining the shared benefits of each task, as well as for motivating the employees (Salas & Rosen, 2013). Apart from the training sessions, the organization is required to arrange multiple workshops that will help in group interaction. Those employees, who lack proper social skills, will get the opportunity of interacting with the team members. Such workshops emphasize group activities, which apart from being fun and interesting, also helps in creating team unity. Besides, Fatnemup Pty Ltd should arrange dinner parties, outings and other programs more often, so that the new team members get to interact with the senior ones, while the team members succeed in understanding his subordinates in a better way. In addition, the senior employees of the organization should be asked to provide a weekly lecture on how the team leaders must learn to trust the team members, or how motivation or valuing the contribution of each player, plays an important role in increasing employee productivity and efficiency. Further, it is also useful as it helps in employee retention. Money cannot motivate or inspire an employee, but true recognition can help (Tabassi et al., 2012).
Conclusion
The importance of training the employees cannot be overemphasized. Fatnemup Pty Ltd is an emerging organization, and hence it may dismiss the idea of spending an enormous amount of money for the purpose of training the employees. However, it should be remembered that training the staffs may prove expensive in the short run, however, it is going to be beneficial in the long run. Every large organization invests a huge amount of money for arranging staff training programs. Training the employees helps to save cost, time, money and materials, and it will not only help in increasing employee satisfaction but will also help Fatnemup Pty Ltd enjoy organizational success.
Reference List:
Anitha, J., (2014). Determinants of employee engagement and their impact on employee performance. International Journal of Productivity and Performance Management.
Arnold, E.C. and Boggs, K.U., (2015). Interpersonal relationships: Professional communication skills for nurses. Elsevier Health Sciences.
Barach, P.R. and Cosman, P.H., (2015). Teams, Team Training, and the Role of Simulation. In Pediatric and Congenital Cardiac Care (pp. 69-90). Springer London.
Bergener, K., vom Brocke, J., Hofmann, S., Stein, A., & vom Brocke, C. (2013). On the importance of agile communication skills in BPM education: Design principles for international seminars. Knowledge Management & E-Learning: An International Journal (KM&EL), 4(4), 415-434.
Drew, S., & Coulsonâ€ÂThomas, C. (2013). Transformation through teamwork: the path to the new organization?. Team Performance Management: An International Journal.
Elnaga, A. and Imran, A., (2013). The effect of training on employee performance. European Journal of Business and Management, 5(4), pp.137-147.
Hamstra, S.J., Brydges, R., Hatala, R., Zendejas, B. and Cook, D.A., (2014). Reconsidering fidelity in simulation-based training. Academic Medicine,89(3), pp.387-392.
Lawlor, B., Farrell, A., Jordan, A., Strawbridge, J., Brabazon, D., Casey, K. and Coughlan, A., (2014). Interdisciplinary Communication Skills-Facilitating Students from Different Disciplines to Learn with, from and about each other.
Nielsen, K. and Randall, R., (2012). The importance of employee participation and perceptions of changes in procedures in a teamworking intervention.Work & Stress, 26(2), pp.91-111.
Salas, E. and Rosen, M.A., (2013). Building high reliability teams: progress and some reflections on teamwork training. BMJ quality & safety, 22(5), pp.369-373.
Tabassi, A.A., Ramli, M. and Bakar, A.H.A., (2012). Effects of training and motivation practices on teamwork improvement and task efficiency: The case of construction firms. International Journal of Project Management,30(2), pp.213-224.
Tee, K.K., Tiong, H.G., Chong, C.W. and Ng, S.I., (2013). Fight or flight: the importance of team work, leadership and human governance. Asian Journal of Case Research, 6(2), pp.63-72.
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