The Scope of the Report
Discuss About The Business Professional Communication Quarterly.
The study is done on a multi-national organization operating in different regions of Nigeria, Oman, Vietnam and Australia. It has been manufacturing and distributing agricultural equipments to various international and local clients.
However, in recent days it is found that the organization is witnessing severe communication challenges. This has been including misuse of social media like social networks, wikis and blogs for supporting teams to share ideas. Further, there has been lack of quality feedback received from clients to improve product quality and delivery of services. Besides, there have been lack of trust and misunderstandings of trust regarding intercultural communication issues. The manger as asked to develop various plans and strategies for improving communication at every level. Hence, the purpose of the report is to review various academic literatures and case studies providing examples and evidences.
The scopes of the report are as follows:
- To establish communication in international relations
- To establish communication in publicity
- To establish communication in personal life
- To establish communication in industrial relation
- However there are various boundaries of the report:
- The first one is the impersonal perception.
- The second limitation is that the report does not speak about security issues.
- The third one is that it has overlooked the difficulties to train employees.
The scope of the report is so widened that it is unable to be expressed shortly. The study intends to show that the business communication is at every place and it is highly needed for every people and organization.
The current situation is analyzed from the perspective of various issues. They are the social media, customer feedback and intercultural communication.
The business communication is a two-way method to speak and listen. It is of foremost importance in every phases of regular business life. The business communication process is the smartest way to engage with people such that the business goals are accomplished. However, there has been no doubt that there are various steps that are helpful to develop the quality of business relationships.
Bargiela-Chiappini & Nickerson (2014) has argued that social media has equipped most of people with 4 effective factors that have empowered bad behavior especially against companies. This included no guilt, mob, relative anonymity and accountability. They provided the example of McDStories disaster. There the customers have been sharing negative stories about McDonalds over Twitter as an instance how social media has brought its adverse effect. The risks highlighted by then have been real in some cases. However, the risks has been not using social media has been much higher. Kernbach, Eppler and Bresciani 2015) mentioned that any successful business is unable to lay in fear of risk. However, they have been embracing the rewards to achieve that. The brand negativity that has been occurring tough the business has never logged to social network. However, there is higher risk as the negativity is the only content that has been feeding the social proof across the brand. The social media has emboldened haters, however, it has also provided new soapbox for higher experiences. Further, social media has improved the significance to create positive customer experience both offline and on. Moreover, social media comprises of the power to amplify every effect. Like any technology, it is used both in good and bad way. Here, the key has been to build the proper social strategy of the band. This has been not the “on size fitting all” solution of marketing. This has been adopted in tailored and strategic way. As Nickerson (2015) has pointed out that the case of #McDStories has been the result of improper planning that is combined with proper naivety regarding the own brand perception.
Business Communication and Its Importance
Creation of social strategy has been taking time with proper attention. However, the point has been it has been needed essentially. However, it cannot be denied that social media has been building brand awareness such that no other form of media is able to reach customers who have been otherwise unreachable. Ha and Riffe (2015) warns that social media is able to create poor customers since it has been creating a guilt free and anonymous environment without any accountability. However, social media has been an “online extension” for various personal identities. However, for most of the people, social media has not been at all anonymous. Whether one has been agreeing with the authors or not, the question suggested by them has been important. This included the risks and compelling reasons for businesses to use social media. Under the world of new marketing, all business is considered to be a media company. All the posts whether blog or Twitter handle, has been the scope to tell story and engage their potential customers. Thus the advice of the above authors can be taken. Business must consider the risks related to social media and have the compelling cause to use them. However, as every efficient business leaders know that taking risks has been vital for progression. This has been all about the calculated risks that are taken.
The startups, small businesses and firms have been investment at content marketing initiatives in an aggressive manner. It is identified from the writings of the above authors that creation of quality content organizations are able to establish themselves as the though leaders. It has included SEO optimization, competitive research and being aware of search rankings and keywords. Further, the social and search has also been related here. This takes place as one sees more social updates and various reviews showing up under Google search that the customers has been constantly on. Here the true effect has been depending on the industry in which they have been present in. Further, people are in the belief that there has been no industry that remains un-touched by social and some have been still more affected by it than the others. Thus it every likelihood, business can kill the future of business and brand.
Thus it is seen that social media has been changing the way people have been performing business. More proactive the firms have been to establish, test and see the value for networks, the more successfully they have been maintaining employee and customer relationships for the future. Here every single method or technology has been working for every firm. However, the proper way has been to figure out has been through tests and collaborations.
Social Media and Business Communication
Any business running or owing e-commerce sites, irrespective of their size has known the importance of the customer feedback. Similarly, there has been difficulty in creating quality customer feedback. Moshiri and Cardon (2014) stated that for all kinds of customer, who have been complaining, 20% of them have been remaining silent. Till the experience is bad the customers have been not bothering to share feedbacks regarding experience that they have been never been meeting the expectations. Here, instead they have decided that they never have decided to perform business with the service providers. This has been a high cost to pay for the feedback that is lost. Data and analytics have provided every kind of insights that is needed from the business. This has all about customer feedback. It has helped in understanding the reason behind what people has been doing like why one feature is used multiple times. While one has matching customers feedbacks to what one have been seeing the analytics, one have been getting much clearer picture to what have been going one according to Cardon and Marshall (2015). Some of the best ways to receive consistent and high quality feedback from the customers includes, surveys, feedback boxes, reaching out directly, user activities and usability tests.
In order to manage customer feedbacks, one must have a centralized platform to gather and manage that all. It is where the CRM or Customer Relationship Management Platform has been coming into play. The CRM has been helping to keep track of what the customers have been doing and determine what one needed their attention all the time. One must also utilize the data of CRM to recognize patterns and trends. Here some of the CRMs have been integrating with other tools and apps to gather the feedback in one place. With the feature of feedback one can assign and create tasks for proper personnel. As per the article by Rubtsova et al. (2015) the customer service problems have been automatically routed to the department of customer service. Thus usability can also be routed to IT/development team and the questions of sales are routed to sales department. Various automatic tasks have been keeping every employee apprised of what has been going on with specific customer at any particular time. Here one track the response times to retrieve insights into what the employees has been most productive for facilitating to reward then foe jobs to be done well.
Creating a Social Strategy
Using feedbacks from customers have been improving the current services and products. The customers have revealed what they have needed. Hence they must be listened to find out how can make additions and improvements for the offerings to assure to solve the problems for them. As it has cost many times more to get new customers that to retain the current one, it has made sense to use feedbacks to keep the customers happier. While customers turn out to be frustrated with services or products and suspect the competition to serve them better, they might stop business with the organizations according to Penrose (2015).
Using and monitoring feedbacks assures that one can adjust to keep their customers satisfied. As the customers become happy with their experience with the company, they return back and can more likely refer the business to others. In the rising competitive markets, one of the ways to differentiate from the competition is to assure that customer experience has been stellar. They should make more informed business decisions. As the feedbacks shows that the customers are frustrated with the response times of emails, they must improve them. As the feedbacks have showed what has been needed by customers with another channel communication, they must open one. Green, Jones and Bean (2015) analyzed that the customers have been breaking and making the business. Hence they have provided the best to provide them what they have needed. As per customer feedback is concerned, they must improve the business, and must be shared around every departments. The internal discussions of the employee feedbacks has been helping employees to learn the way in which they can address the customer concerns more better. This is also helpful to reward valuable customers for their loyalty. More importantly, the customer feedbacks have needed to be applied to business such that the customers can see the feedbacks gets addressed to know what they have heard
Both the small and large business has been often having a global reach. As one have foreign clients the raw materials must be purchased from aboard and lead the tours internationally. This communication and cultural difference issues has been causing misunderstandings harming the bottom line. Pearson (2017) investigated that here the intercultural communication has been a huge topic. The employees should familiarize with the local customs and laws of any country they visit to do job. Awareness of the potential challenges is helpful to communicate and grow the business internationally.
The Importance of Content Marketing
Problems of communication are often derived from the basic difference in values taking place in cultures. For example, Mediterranean, Asian and Latin American cultures have been often communication as much through facial expression and different voice tone through words. Germanic and English speaking people, on the other hand, have normally stated the intended meaning in an explicit manner. Here, another difference among cultures has been a significant factor of emotion. Here, for instance people of U.K. and Japan have tended to avoid the outward show of feelings. In Italy, France and United States they have accepted a stronger show of emotions, also in business.
Some cultures possess strict code for their business. For instance, in Islamic nations, women have been avoiding sleeveless tops short skirts and lower sized necklines. On the other hand in Japan the conservative business suits have included dark colors needed to make the best impression. As people move to a new culture, they must observe what have been worn by other people at business.
One can cause offences unknowingly while meeting their foreign clients one by one. For example, in Japan one can bow instead of shaking hand till the other parties have been offering their hands. Exchange of business cards has been a primary necessity in various cultures. For example, in Arabic nations, one must accept cards with their right hand. On the other hand, Japan and China has been using both of their hands. Again, in China, at workplace, one can show respect by taking the Chinese name. At Brazil business acquaintances have been standing out closely to create trust and backing away have constructed a rebuff.
Darics (2015) showed that this has been a common stumbling stock for international communication of business. As one party has been using a second language or translator, the potential to misunderstand rises.
Providing etiquette has been a complicated topic that has been difficult to master. For example in China they are the expected and norms. In other nations, different wrong gifts get insulted.
Through following different local customs, better relationship can be created at the meetings in business. For instance, people of Cana watches the clocks a lot and expect that every people should be arriving on time. While the Japanese people in their meeting has been the only serious person for every side talks, while the other people have been typically remaining silent according to Mikkelson, York and Arritola (2015). The business dinners in China has been often including various toasts has been pacing their drinks accordingly. Thus to maintain respect in Asian etiquette mistakes must be avoided because that causes to lose the face.
Customer Feedback and Its Management
Conclusion:
The report has shown that collecting the customer feedback has been an integral part of the business process. Receiving reverse and positive feedbacks have been important in the same way. Surprisingly there have been many tools that can be used to create feedbacks. These processes have been providing some ideas regarding how quality customer feedback can be received over the site. The above discussion helped in understanding that feedbacks from the clients help team members to put them to the shoe of the client and understand the experiences better. Thus, the team receives much better position in delivering the service meeting and surpassing expectations of the clients. Lastly, the insights received might provide directions to the team as a whole and team members regarding how they have turned out to be more professional in their approach. It is seen from the above analysis that some of the social media comments have been providing easy solution like confusion regarding over pricing or technical faults with event registration. They must handle those posts with effective public feedbacks and responses. This is because that data are beneficial for others having the same question.
Active involvement in intensive acquisition and business merger has shown that business communication has been very advantageous. However, they have been often difficult and missteps in employee communications have broken the deal. For example, businesses in America have seen promising signs in growth after many years of the “non-zero” movement. The various recommendations of effective business communications are demonstrated below.
- The businesses must be honest and accurate
- The businesses must be aware of their audience and sensitive and respectful regarding the content they share and create: For example freedom and free speech are respected at workplace. However many employees must avoid sharing and creating the contents that engaged in online conversion. This must be done in such a way they can compromise the workplace safety, violent business policies and exhibit malicious intents.
- The business must maintain confidentiality: The businesses should not publish any propriety and private data regarding business, its managers, staffs and various employees. They must use proper judgments and follow business policies and various federal requirements.
- The businesses must be effective: Further, using social media, contacting office of marketing communications regarding publicity support and share proper news regarding colleges.
- The business must be transparent: While appropriate, the businesses should indicate that their opinions have been personal. They must also avoid various conflicts of interest. As businesses are compromised to write blog post and create social media contents, they must instances of blogger compensations and disclosure.
In the following list some of the recommendations to receive a quality customer feedback are discussed.
Preparing and pre-approving social posts:
The business can save time on event day through writing Facebook and Twitter posts that are ready to address various common questions of event day. Irrespective of the fact that it is a long registration line or running out swag, the message templates must make that simple to react to any issue.
Creating a FAQ page:
Here, some of the common questions might rise. Businesses can share link to their frequently asked questions. They can proactively share that page on social media that can lead up to the event.
They can have a crisis management plan:
They must find out whether anything has gone awry and who have been responsible in handling the criticism over social media. They must also seek that anything higher up has been needed to approve responses before they go out. They must make up their backup plan when their social media person is unable to make that on that day. They must decide those details in advance putting business in better position of managing different event day problems.
Using Customer Feedback to Improve Services and Products
Running meetings in order to expose employees to different other cultures:
They introduce employees who must be working together under any non-threatening environment has enabled good working relationship in long terms. Here, knowing language of other cultures along with their norms and rules regarding acceptable behavior has helped to prepare their employees in dealing with situations as they have been arising. The changing of preconceptions has lead to more conductive relationships in terms of working.
Conducting activities demonstrating how dependent people have been on language:
Here, for instance every employee must develop contracts that states what they have been hoping to learn, the time till they must stay silent and the way they can plan to cope without speaking every day. As they experience a day with various limited communications, the participants can relate to be under an alien environment in more easy way.
Providing tips, techniques and workshops to communicate effectively to cross-cultural working environments:
Here, people have acted as per the values of their individual culture. Various other people from other cultures have interpreted behavior in different manner. In order to practice that kind of strategies as any active listening with using various kinds of communications, develop employee involvements. The examples of this are visual, audio and written formats. These assure that the conflicts have never been arising due to cultural misunderstands because of lack of awareness.
Coaching employees for mediating conflicts that are related to various cultural misunderstandings:
Businesses must provide scopes for their staffs to react to situations from different viewpoints than their own. They must divide their people in two and conduct exercises allowing the participants for acknowledging that a cultural difference actually exists. These two sections must be encouraged to think about conflicts that they have experienced very recently because of cultural differences. Every participant must describe what they have found unusual and offensive. Every participant must suggest how those problems can be handled in their individual culture.
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