How effective communication management influences IHC Idea limited


IHC works very effectively with all those who are involve with IHC through good communication. On researching under the 8 key elements i.e. Business communication, Organisational demographics, Organisational goals, Organisational culture and ethics, Management of knowledge resources, Group dynamics, Meeting management, Stakeholders and Network the findings show that IHC communicates very effectively with all those involve in IHC. Through this effective communication IHC has become New Zealand's largest provider of service to people with intellectual disabilities and their families today. Some of the ways in which IHC communicates is through memos, fax, letters, fright, courier, face to face communication, phone, mobile and e-mails.

For recommendation it can be suggested that technology is getting advance day by day. Use of internet based computer program, video conferencing and Skype could be used to communicate between different locations of business.



IHC (The New Zealand Society for the Intellectually handicapped children) was established in 1949 by a small group of parents led by Hanold and Margaret Anyon from wellington. The Anyons were dissatisfied with the way their children were treated by health and education professional and formed the intellectually handicapped Children's Parents association (IHCPA). (IHC in your Community, 2010).

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From 1950s - 1960s IHC fought with government to change some of policies so that people with intellectual disable have equal right as other. Throughout the 1970s and 1980s IH continued to push for community based services. In 1975 IHCPA s name was changed to IHC. In 2005 IHC separated out its service into two subsidiary companies, Idea Service Limited and Timata Hou limited. (IHC in your Community, 2010).

IHC is New Zealand's largest provider of service to people with intellectual disabilities and their families. Idea services branches are located all over the New Zealand. The main way in which these branches are connected to each other is through effective communication. There are 8 key elements that are practices in this organisation for effective communication. (IHC in your Community, 2010).


key elements in effective communication

business demographics

Business demographics - depending on different characteristic of population, business differentiate their products in different geographical location. (Sharma, V. 2010)

Idea services are located all over New Zealand. The parties involve under this key element are

Board members


Life members

Northern Region Association Chairs

Central southern Region association Chairs

Executive Management Team

National office ( Wellington - around 60 employees)

2 regional General Managers ( Christchurch, Auckland)

Mangers ( community support Mangers)

Employees and clients

The national office and the local office communicate to other offices by telephone, mobile, memo, fax, letters, courier, fright and e-mails.


Organisational goal

Vision - intellectual disability empowerment in action.

Mission - IHC will advocate for the rights, inclusion and welfare of people with an intellectual disability and support them to live satisfying lives in the community.

Values - IHC has 4 core values - RISE

Responsiveness - reacting quickly & appropriately to situations and requests.

Inclusion - people belonging, engaging and connecting with wider society in every way.

Support - providing "just enough" assistance for a person to accomplish something.

Empowerment - people gaining control over their own lives.

(IHC in your Community. 2006)

Goals -

Values the voice, and advocate for the rights, of people with an intellectual disability.

Advocate with and support families.

Promote inclusion.

Involve people who use service in decisions about their lives.

Recognise the importance of families in decision making.

Provider support that promotes self development and independence.

Treat people who use service and their families with respect.

Respect the cultural values of each person and their family.

Promote international conventions and laws.

(IHC in your Community. 2006 & 2008)

The parties involves in promoting organisations goals are:



The stakeholders

The organisational goals are promoted through the company's logos, advertisements, pamphlets, booklets, broaches, DVD, pocket-sized guides, orientation, induction and training. (Chand, V. 2010)


Organisational culture and ethics

Culture is defined as way of life a group of people and the values and behaviour they accept. We develop culture over the course of our entire life. We learn it by talking to, listening to and copying other people. Cultural characteristics cover values, beliefs and behaviours. (Career force, 2008)

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The culture of an organisation can have a profound effect on communication within the organisation. 'Culture' in this context mean 'a cognitive framework consisting of attitudes, behavioural norms, and expectations shared by the organisation's members. To reduce conflict and better understanding of each other this culture must be communicated clearly. (Sharma, V. 2010)

For example, the use of non-verbal communication. IHC uses very less of non- verbal communication or not at all. The reason is most of the time the message conveyed by use of non- verbal communication gives different message to other person. The use of actions and signs has different meaning in other person's culture. (Chand, V. 2010)

Another example is a harassment case. IHC has it Policies and Procedure that is followed to solve any harassment case. At times it is different to discuss some of the situation. For example, sexual harassment case. Since all the information is written down it becomes very easy to communication. In the case of harassment the matter is reported immediately to the manager. The manager and the house leader get together to look into the case. (Chand, V. 2010)

Under this key element the parties involve are the



The stakeholders

The mode of communication is mostly face to face communication between the employer and the employee. All the discussion about the case is written down for filing purpose and also if the matter goes toward than these results will be used to answer those question asked by higher authorities. (Chand, V. 2010)


Management of knowledge resources

Knowledge management is the branch of management for achieving break through business performances through the synergy of people, processes and technology. (Sharma, V. 2010).

Idea Service Limited has its own ways of doing things. The company has its own Policies and Procedure that needs to be followed by all the people who has anything to do with this company. The company has its own ways of sharing knowledge and ideas. The company also hold some secrets which cannot be discussed in this report as the matter of confidentiality. (Chand, V. 2010)

The parties that are involved in this key element are employers the employees.

The company has its own level of choosing people for employment. For example, the employee is selected for a job based on the knowledge he /she posses. When the candidate is successful, they sign a contract with the company. In this contract they also sign to follow all the Policies and Procedures of the company. (Chnad, V. 2010)

The company shares its knowledge with the employees by

Training on the job

Conducting workshop

Induction - orientation on job

Offering employees to do courses.

Showing DVD

(Chand, V. 2010)


Group Dynamics

Group is the collection of people. When these groups are organised and have a common goal it is called a team. (Sharma, V. 2010)

Parties that are involved in this key elements are the colleagues.

To participate in team and to communicate effectively 3 things are very important.

Reflecting - your understanding of particular situation.

Inquiring - getting ideas from other person on the same issues.

Advocating - sharing your views and asking for the views of others on a particular issues. (Sharma, V. 2010)

When a new employee joins the organisation it takes a bit of time to come to know organisation and its people in the organisation better.

There are 4 stages a person goes through to be an effective team member.

Form/orientation - when a new employee comes to the organisation they are very uncomfortable and are not aware about how to achieve the goals of organisation. During this stage the colleagues are introduced to each other. (Sharma, V. 2010 & Chand, V. 2010)

Storming/conflicts - at this stage all the group members try to achieve a common goal with their own ideas and own ways. As the result conflicts arise between the colleagues. The arguments begin as who is to have the authority and lead the group. (Sharma, V. 2012 & Chand, V. 2010)

Norming/emergence - arguing and discussing again and again over the ways to achieve the goals the group comes to one decision. One leader is selected who leads the group and few important ways how to achieve the goals are selected. (Sharma, V. 2012 & Chand, V. 2010)

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Performing/reinforcement - when a leader is selected and how to achieve a goal is clear than the group starts to work together as a team. (Sharma, V. 2012 & Chand, V. 2010)

After going through all this steps a new employee finally becomes an effective team player. (Chand, V. 2010)


Meeting managements

Meeting is the only place a group really exists and takes actions as group, not just separate individuals. The purpose of the meeting is to convey, share information, reaching consensus and team building. (Sharma, V. 2010)

IHC has its own guideline to manage a meeting. The staff involve have different roles to play. For example, the chairperson/manager plays the most important role in the meeting. The role of the chairperson/manager before the meeting. (Chand, V.2010)

The chairperson/manager send out a memo to the parties involve informing about the meeting that has to be conducted and request the parties involve forwarding the agenda or any issues that needs to be discussed in the meeting. The chairperson/manager also gives the due date by which all the agenda should arrive to the office. (Chand, V.2010 & Sharma, V.2010)

When the agendas are in the office, the chairperson/manager organises the agenda according to the guideline of the company. For example, the important issues are placed in the middle of the agenda and less important in the front. The reason for doing this is because if some participants are late to the meeting they don't miss out on important issues. (Chand, V.2010 & Sharma, V.2010)

The chairperson/manager also allocates the time to the issues depending on the importance's of it. (Chand, V.2010 & Sharma, V. 2010)

When the agenda is ready, than the date, time and venue id finalised. Together with thus who is going to attend the meeting is decided. (Chand, V.2010 & Sharma, V. 2010)

Lastly, when all is finalised than a memo is sent to the parties involve informing about the meeting. (Chand, V.2010, Sharma, V.2010)

During the meeting the chairperson/manager:

Introduces the meeting and explains the purpose if the meeting.

Ensures that only the issues on the agenda should be discussed.

Checks the process of the discussion i.e. not to divert the discussion on many ideas but to discuss one issue at a time.

Encourages everyone to participate.

Delegation of the duties.

(Chand, V.2010, Sharma, V.2010)


After the meeting the chairperson/manager sends another memo thanking all for participating in the meeting. (Chand, V.2010, Sharma, V.2010)

Secretary/house leader:

Takes note of all the agenda that has been discussed. When the meeting is over, the minutes are passed on to the chairperson/manager to be sighted. (Chand, V.2010, Sharma, V.2010)

Time keeper:

Checks time that has been used in discussing the issues and the time left. (Chand, V.2010, Sharma, V.2010)

Individual participants:

Are all the participants that are present in the meeting and takes part in the discussing the agenda.

Actively play their roles and take responsibility of the allocated duties.

(Chand, V.2010, Sharma, V.2010)


7. stakeholders

There are many ways to get involved with IHC and the work they do with people with an intellectual.

A stakeholder is any individual or organisation that is affected by the activities of a business. They may have a direct or indirect interact in the business and may be contact with the business on a daily basis, or may just occasionally. (Sharma, V. 2010)

The parties involved under this key element are:

Shareholders - hold shares in the company.

Managements and employees - board members, chief executive officer, area manager, community support manager (CSM), staff and clients.

Customers and supplies - Avon- supplies cosmetics, courier service.

Hospitals, labs and doctors (GP) - providing health service - dental, incontinences service and general checkups.

Te Kura Trust - assessing the clients to find their level of needs.

Banks - holds accounts and keeps the clients and company's money safe.

Transportation company - bus and railway service.

Family/Whanua - activity participating in the company for the better service.

Churches - Joy Ministry - to uplift the staff and clients spiritual life.

Union - represents the interest of the workers.

Communities - interacts with the staff and the clients to avoid discriminations.

Social groups - gift centre and workshop - learning centres which enable the staff and clients to learn new things every day.

(IHC in your Community. 2010)

The company communicates with all the stakeholders through:

Pamphlets, booklets, broachers


Letters, fax, memos, e-mails, courier, fright, phone and mobiles.

(Chand, V. 2010)


8. network

The communication in IHC can be classified as decentralised network. In another word it can be said that the channel of communication is open from the staff and clients up to the Chief Executive Officer. (Sharma, V. 2010 & Chand, V. 2010)

For example, the staff of IHC having any concern regarding their job or anything that is not right. The staff can directly communicate with CEO and discuss about the situation. But the CEO will pass the message or the concern to the Area Manager to have a look into the matter. The Area Manager will inform the Community Support Manager (CSM) of the staff to look into the matter. The CSM will look into the situation and finds that the situation is not soluble at his/her level than the investigation is passed onto the Area Manager to look into it. After the investigation is solved the CEO will be informed about the final result. (Chand, V. 2010)

The company also has protocol that needs to be followed when there is a situation that is very serious. The staffs have to go through the CSM's first and then the CSM will take the matter forward to upper authority. (Chand, V. 2010)

The communication channel in this IHC is open. All the staff and people involve with is company can communicate with each other. There is not restriction in communication. But under some situations communication protocol has to be followed. (Chand, V. 2010)



From the time IHC was formed till today, it has become New Zealand's largest provider of service to people with intellectual disabilities and their families today. This is the result of effective communication that has taken place over the years.

From the research it can be recommended that technology is getting advance day by day. To communicate more effectively between different locations of business use of internet based computer programs, video conferencing and Skype could be used.



IHC works very effectively with all those who are involve with IHC. The main way in which all these stakeholders are connected to each other is through effective communication. Some of the ways in which IHC communicates with its people involve with IHC is through memos, fax, letters, fright, courier, face to face communication, phone, mobile and e-mails. The mode of communication is chosen depending on who is communicating with who.

Communication between different locations of business can improve by use of internet based computer program, videos conferencing and Skype.

Through this effective communication IHC has become New Zealand's largest provider of service to people with intellectual disabilities and their families today.