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Understanding the role of communications in an organization:
1.1: Explain the communication processes used within my organization (TESCO):
Communication process is the process of sending data from one source to another intentionally with a meaning perceived by the receiver. If a company wants to survive in the industry then communication plays a vital role. Without proper communication no work can be completed successfully in organization. It is simply passing information from one to another. There are six basic elements of communication process which are sender (encoder), message, channel, receiver (decoder), noise, and feedback.
Tesco uses modern communication process where ICT is vital. Tesco controls and monitor their every aspect of their operation by using ICT, which includes stock, distribution, payroll, communication methods, and so on
1.2: Analyse the purpose of communication process used within TESCO:
In Tesco communication helps to achieve its aims and objectives. Although it doesn't help to achieve all of the aims and objective still help to achieve their main aims and objectives such as
To make profit
To provide good services to the customers
To provides jobs
Tesco advertise their product thorough brochures, Internet, television to inform people about their product rates and special offers at the stores at the time. Tesco spends lots of money to advertise their products and make sure that have reached their customers. This will attract more customers and enables Tesco to make a profit. Tesco advertises vacancies thorough Internet and newspaper and find a right person for the job to provide good services to the customers. If Tesco makes profit it will help them to expand and create more jobs so advertisements helps Tesco to achieve their aims and objectives such as making profit, expand and creating jobs.
Tesco used costly and effective communication method such as demonstration, video in training so that the colleagues can be trained efficiently so they can provide good services to the customers. Tesco used to check their availability of product and order them at right time so they can provide better services. They do not want to disappoint the customers and they advertise their prospectus and advertise their financial performance to attract new shareholders so they can get more money, which will help them expand worldwide.
Tesco need to communicate very well because they are running their business at international level. If business wants to expand worldwide or want to create new jobs they need to make profit. Tesco makes 3 million profits a day and serving more than billions of customers per week. Tesco need to check there expire dates and quality of their product so that their customers are not affected.
Tesco arranges meeting with the staff so they can discuss and create new ideas and feedback about their services and Tesco used to communicates with customers and take their ideas and complaints to improve their services.
Tesco uses to give written warning to their employees and the person who breaches the employment contract and they finally dismiss them they have written evidence and they can use it for future references and they employ the staff that can take care of their customers.
Tesco uses overhead projector to analyse the profit forecast with the employees and accountant which is very expensive and Tesco used to arrange meetings with their senior manager so they can get a better decision and to solve problem and this will help them to make profit and expand.
Tesco provide walkie-talkie to their security guard to protect their premise and customer belonging in the stores. Tesco use e-mails, mobile phones, and pager and fax to communicate within their employees to pass any urgent information in terms of emergencies such as break down of machines, raw materials needed this will help them to provide good services to the customers.
Tesco writes letters to their customer about the nectar value or the amount due to them by the customers. Tesco prepares reports about the company legal obligations, which can be used for future references.
1.3: Analyse communication barriers in TESCO:
There can be a few problems with the use of ICT in Tesco. Faults of computers can slow down the processing systems, fraud can take place and the cost of ICT is very expensive. But Tesco has the latest ICT equipment and is not getting any major problems. There ICT system gives them the best support to meet its objectives. Tesco spent about £133 million on ICT that is about 1.4% of their turnover, this clearly shows that ICT is a great success for the company and is fit for its purpose. ICT is value for money and very effective in helping Tesco achieve its business objectives.
Be able to manage interpersonal communication skills:
2.1 Auditing my Communication Skills:
The communication skills that I am used to are:
2.2: The use of my communication skills within organizational setting:
My tone and pitch was appropriated I did not shout at of my client as this would make him/her angry or even intimidating to talk to me so I kept it at a level that he/she could hear me clearly. I did not used any slang's and jargon because my client may not of understand what I was say so he/she will be confused not only just my clients but others within the group also the only time it is appropriate for me to use slang is when I am talking with my friends. I used appropriate pace I did not talk to fast because people may not heard clearly what I was saying. In order to get my point across I talk slowly and clearly to that my point could be heard. Gestures- I used appropriate gestures for the other to understand what I was trying to say. Adapted the used of Egan theory of SOLER which stands for Squarely, Open, Lean, Eye contact, Relaxed. I lean forward to show that I was interested in what he/she was saying I kept my contact and I also faced him/her squarely. I had to listen to what he/she was saying so that I can summarize my facial expression was welcoming I smiled at him/her to make him/her feel safe and felt I feeling of love and belonging according to Maslow hierarchy of needs I kept my eye contact on the person that was talking to show that I was listening. As I was a group interaction I gave other people time to talk I did not talk over anybody voice. In my group interaction with my client I appeared to be interested and kept good facial expressions.
One 2 one
When talking to the child I used the correct tone I did not shout or this would make him angry to I get calmed I also talked slowly and clearly to he can hear what I was saying. I kept good eye contact with the child I listen to what he was saying and I ask him some open question so that he can express himself. I did not stand over him when I was talking or he may feel intimidating. I kept good facial expression mostly my smiling at him. I did not use any slang's or jargon just simple words that he may understand. I also incorporated Maslow by showing love, belonging and safety. I showed hid that he can come and talked to me without by afraid. I played with him nicely and made in happy so that he would know that he is in a safe environment.
Care value base
I did not shout at the person as they have the right to be treated with respect. I tried to empower them to make their own decision I done this my asking the seven year old boy what he would like to do. I did not pass any racism comment or else I would be discriminating against their diversity being race religion culture etc. I also gave them the rights to their own beliefs I did not slag them off but I gave them the chance to explain themselves. I maintained confidentiality as this builds trust I done this by not passing important information about the clients to others and also it would breach the data protection act.
2.3: The effectiveness of my communication skills within organizational setting:
Communication is the best tool by which a person can express and try to convey its point but it is not necessary that the receiver takes it in the right way as the sender must have perceived. Why do we learn how to communicate effectively as poor communication and lack of communication skills can lead to misunderstandings, fights, low morale, arguments and change the perception of the audience or the receiver
2.4: A development plan to improve my own communication skills, using feedback from others:
Successful communication is not about "me" and getting what I want; it is about discovering what other people want and need and then adapting my presentation to match their needs. As I practice and develop my skills, I find that people gladly adopt my ideas because I have subtly helped them to discover them for themselves rather than telling them about them.
To development plan to improve my own communication skills, using feedback from others I generally use the following process:
use conversation to describe things
check that spectacles are been worn
help the person to touch things
explain the detail sighted people take for granted
do not shout, speak normal and clear and make sure your face is visible so that those who can lip read are able to do so
write message or use pictures
check for hearing aid
Check and improve the lighting
Change to a quieter setting
Work in smaller group if it would help you to see and hear each other more easily.
give people more time to talk and understand
Be able to manage my workplace communications:
3.1: Improvements to my workplace communications:
Improving communication can lead to healthier relationships and further motivation - which is much needed in company. From what we can understand, it is hard to measure the motivation of the secretary, which appears quite low. Although it may seem like there are a lot of problems, many other issues are not; for example, poor language skills, hierarchy, and emotional interference.
There are two main types of communication; formal and informal. It is important to know which to use for certain information. Formal communication runs through a procedure or protocol whereas informal is quite the opposite, where information is communicated through unreliable sources, such as the grapevine.
Communication with the secretary seemed considerably informal; especially at times when it would have been more desirable to be formal. To ensure important information is carried through, it is highly recommended to be formal and use the right medium for communication.
3.2: Implementation of a plan to improve my workplace communications:
To implement a plan to improve my workplace communications following are necessary:
I believe there are more things to improve on in my group communication because sometimes it was a lot harder as there was more than one person. It was also harder because there was someone who is a resident and then there were 4 staff members between 20-35. There were a few barriers in this communication because we were outside and it was raining, everyone was cold and also we all had umbrellas covering our faces.
My active listening sometimes wasn't very good because everyone was talking over one another, I think that if I had spoken up then I could of grasped what was getting said but because I was only there on placement I thought that I shouldn't but in although who I was talking to should have taken turns in speaking.
My eye contact sometimes wasn't very good because it was raining so there were umbrellas in the way of people's faces and it's harder to use eye contact within a group communication. The reason I didn't use much eye contact was because everyone was speaking over one another so I kept glancing at everyone but my main focus was on someone. This was because I wanted him to feel comfortable although it was cold outside.
I didn't use touch in my group communication as I thought it wasn't needed. This was because we were all outside and it was cold. Everyone had an umbrella to themselves so you couldn't really get close enough to anyone to touch them. Although I did help someone get out of his chair when it was time to go back inside. To improve on this I believe I could have helped someone a bit more with getting in and out of his chair because then I would have used touch more appropriately rather than just grabbing at his hand to help him walk inside. I didn't grab at his hand because I knew he could walk on his own with the aid of a walking stick but if he had of asked me to hold his hand then I would have done.
3.3: Develop measures to evaluate success of a plan to improve my workplace communications:
It is a necessity - Nobody can do without communicating we communicate even if we are silent by our facial expression, or the posture we are sitting etc. Therefore, we need to know the communication process to communicate effectively.
It is a two-way process - It includes sending a message and the response to that message. It is not complete unless the receiver has correctly known the message and his response (feedback) becomes known to the sender.
It always involves two parties' sender and receiver - Two or more individual are involved in communication, in the organization point of view it can be upward, downward, horizontal or vertical.
The flow of communication is a circular one - It is continuous, on-going process. It is a pervasive function; performed in all types of organizations at all the levels of management. Organization surely cannot do without communication.
It is like Bow out of the arrow - You can never take back your words whatever you say is already said and already observed by the receiver like for e.g. when we are angry we say things which we are not suppose to say even if we apologize it is irreversible. That is the reason we have to be careful in saying anything to anybody this goes professionally as well personally.
Recommendations and Conclusion
Improving communication can lead to healthier relationships and further motivation - which is much needed in John's company. From what we can understand, it is hard to measure the motivation of the secretary, which appears quite low. Although it may seem like there are a lot of problems, many other issues are not; for example, poor language skills, hierarchy, and emotional interference.
The crucial problems in the organisation can easily be avoided simply by exercising effective communication practice. This would include understanding different methods, forms and mediums of communication.