Section A
Letter for Scenario 1:
Dear Mr. Waters,
We are happy that you wrote us a letter, trying to seek our financial help; Hope your organization is doing well, and may it prosper with time. We are extremely sorry to inform you that our company has incurred huge expenditure during recent times, consequent upon which we are not at a financially stable position to offer you any sort of monetary assistance. I would like to add that we have always wished the success, growth and prosperity of your business, and feel extremely bad for not been able to contribute to the same. However, please be informed that unforseen expenditures, including the acquisition of a new business equipment and recruitment of two new staffs have increased our expenditure. Hence, owing to unfavourable circumstances, we are unable to extend our support; yet we will talk with our management authority and let you know if we can do something to help you, in the coming days.
Yours sincerely,
(Your Name)
Letter for Scenario 2:
January 6,
Ms Jane Doe
123 Park Lane
Melbourne
Dear Ms. Doe,
Hope you are doing well. So, are you an adventurous person? Do the activities of skiing and snowboarding thrill you and fill your heart with joy and excitement? If yes, then there is no point in holding yourself back, as you can also go on skiing during the off seasons. If not skiing, you can go around exploring the natural flora and fauna of the surrounding areas, experiencing the charms of the beautiful hills and scenic beauty. We have observed that you always have preferred our resort, while opting for any skiing resort. Thus, we want you to keep on enjoying our service, and we wish to be the reason of your happiness throughout the year. In order to get a detailed insight into the variety of alluring services provided by us, we would request you to visit our official website or contact us in person. We would be more than happy in enhancing your recreational tour experience.
Wishing you a good day
Oliver Jones
Manager,
Deer Valley Ski Resort
Question 1:
The organization at hand follows a hierarchical organizational structure, whereby each employee, depending on his designation belongs to a specific level in the hierarchy chain, with only one group of power at the top, and the subsequent groups at the bottom of the organization. The presence of a hierarchical organization structure, with an absence of any effective communication style, can easily impede the growth of a company (Miller and Barbour 2014). One chief communication challenge in this accounting firm is absence of communication of the goals, vision and strategy of the organization. The top-level employees should keep on motivating as well as informing the subordinate employees about the formulated strategies or long-term vision of the company and the expected employee benefits on the accomplishment of the same (Karanges et al. 2015). This is important because it helps in providing a distinct direction, meaning and purpose to the employees. In absence of effective communication of goals, employee engagement and motivation suffers. The next communication issue identified here is lack of feedback. It is important for the top level employees to evaluate employee performance and provide a comprehensive feedback to the employees about their performance, so that they can understand how they can retain or enhance their efficiency rate. Here, the top managers never provide feedback to the employees. The managers should keep on providing proper feedback to the employees, whether positive or negative. Feedback giving is an essential part of the effective communication process as it helps in informing the employees that their performance is always being monitored (Schwinn et al. 2014). The absence of regular communication process through business meetings or interactive sessions, at least once in a month, amongst the different level employees, also impedes the organizational growth. The absence of listening skills of the middle managers is also a potential problem. There is no gain stating that one-way communication is a huge challenge in any organization as any form of verbal communication requires focused listening on part of the audience (Eisenberg et al. 2013). However, in case of the concerned scenario, the middle managers lack the listening skills, which are why it gets tougher from the junior level employees to reach out to them, and inform them about any inconvenience, problem or any other issue.
Letter for Scenario 1
Question 2:
Considering the poor communication issue at workplace, it has become highly important to fix the communication issue. In order to improve communication, the management authority has to come forward and incorporate effective interpersonal communication policies within the company (Martin and Nakayama 2015). As a result, at least twice a week, the managers will have to conduct a business meeting and one interactive session with the subordinate employees, communicating the goals and vision of the organization, and guiding the employees individually how they can help the company achieve the same (Keyton et al. 2013). Next, a new communication policy will have to be introduced, whereby the team lead of each department will hold a 20 minute meeting with the employees, informing them about their daily tasks, and encouraging them to accomplish the same. Next, the managers, both of the middle as well as the senior level, will have to be enrolled in the communication training and communication improving seminars to be organized by the company. It has been observed that the junior employees often approach the middle managers for any kind of problem, and often get penalized for the same. This is why, a separate manager will be appointed for the designation of an Operational Manager who would have an email id created in his name, whereby any employee can mail him, without having his identity revealed in public, and get his query or trouble solved. The company would also arrange in-house training sessions, whereby the experienced employees would try to develop the assertive communication skills of the employees. This would also imply little expenditure on part of the company, since no third party is responsible for offering communication training to the employees (Williams 2013). Besides, a few employees can be identified who are lacking in communication skills, and can be sent for communication skill developing workshops as well. Last but not the least, it is equally important to note here that the employees also lack proper rapport and team bonding amongst themselves, which have chiefly led to the problem of ineffective communication. Considering the problem, the company will also organize a few get together sessions including office picnic and family get together of the office employees that will improve the communication process at workplace.
As far as external communication is concerned, it also merits attention, as the organization’s profit largely relies on the same. In order to improve client-staff communication process, the employees who directly interact with the clients such as the desktop service employees and the customer service experts will be enrolled in communication grooming courses. The employees will also be trained so as to develop the listening skills, so that they not only learn to be assertive, but also patiently handle the client queries. The tools required in this case are computer, an access to communication skill training websites, a demo classroom. In case, this proves to be too expensive, the organization can always arrange in-house training sessions.
Reference List:
Eisenberg, E.M., Goodall Jr, H.L. and Trethewey, A., 2013. Organizational communication: Balancing creativity and constraint. Macmillan Higher Education.
Karanges, E., Johnston, K., Beatson, A. and Lings, I., 2015. The influence of internal communication on employee engagement: A pilot study. Public Relations Review, 41(1), pp.129-131.
Keyton, J., Caputo, J.M., Ford, E.A., Fu, R., Leibowitz, S.A., Liu, T., Polasik, S.S., Ghosh, P. and Wu, C., 2013. Investigating verbal workplace communication behaviors. The Journal of Business Communication (1973), 50(2), pp.152-169.
Martin, J.N. and Nakayama, T.K., 2015. Reconsidering intercultural (communication) competence in the workplace: A dialectical approach. Language and Intercultural Communication, 15(1), pp.13-28.
Miller, K. and Barbour, J., 2014. Organizational communication: Approaches and processes. Nelson Education.
Schwinn, M., Zhao, J., Wang, B. and Lu, J., 2014. Trust in the Workplace: Analysis and Recommendations.
Williams, C., 2013. Principles of management. South-Western Cengage Learning.
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