Communication Challenges Faced At Work Place

The purpose of this research is to understand different communication challenges that individuals face at their work place in New Zealand. In completing this research I have learnt that if I go through these communication challengers in future I will know how to overcome these problems. This report was conducted through selecting three different participants from a work environment within New Zealand. This was followed by sending a letter requesting for their participation in a research interview in regards to communication challenges that individuals face in New Zealand working environments, on a proposed date. Once the letter was accepted and approved the interview commenced. The interview consisted of ten questions. After the interview, emails were sent to thank them for their participation in the research interview project.

This report has examined extensive range of communication challenges that employees face in New Zealand working environment. Example Misunderstanding arising from improper verbal communication- for example, where employees within a personnel agency do not use proper verbal cues such as, speaking clearly and asking feedback, then candidates may not understand what is required of them and hence perform inadequately. Therefore, it is essential that employees ensure they speak clearly, and require feedback from candidates to ensure candidates understand what is required of them.

Another barrier that affects communication is Language barrier between national and foreign individuals – for example, in a New Zealand retail environment; foreign customers cannot fluently speak English. This in turn, leads to misunderstanding and confusion between the employees and their customers. Accordingly, organisations should employ individuals from multicultural background who possess bilingual language ability. In addition, it may prove to be useful if organisations maintain a foreign language dictionary or language translator application.

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Effective communication results when communication is so clear that there is understanding between the sender of the message and the receiver of the message. Communication challenges are faced by every individual within an organisation; therefore, it is essential to overcome communication challenges in order for organisations to achieve its strategic goals.

Table of Contents

Executive summary …………………………………………………………………1

Introduction…………………………………………………………………………….3

Terms of Reference …………………………………………………………3

Objective ………………………………………………………………………..3

Methodology …………………………………………………………………..4

Findings …………………………………………………………………………………..5

Participant A……………………………………………………………………5

Participant B……………………………………………………………………6

Participant C…………………………………………………………………….7

Conclusion ………………………………………………………………………………..8

Recommendation …………………………………………………………………..…9

Reference………………………………………………………..………………………10

Appendices …………………………………………………………………………….11

2.0 Introduction

Communication is the exchange of thoughts, message, or information, as by speech, visuals, signals, writing or behaviour (Wikipedia Org, 2012). Communication allows an organisation to achieve their goals.

The two categories of communication are verbal communication and non-verbal communication. The verbal communication is communication using words or language. Language is useful tool because, if we use it effectively, language can convey knowledge and establish connection across time and space. (O’Rourke and Barnett, 2008:Pg32). Non-verbal communication is very broad term and covers all the ways we send message (either deliberately or unintentionally) without using words. (O’Rourke and Barnett, 2008: Pg135)

The importance of communication skills is evident in all aspects of life. For example, in the workplace, a lack of communication results in misunderstanding and builds emotional walls. These barriers create a huge dimension of issues. The barriers are physical barrier, technical barrier, physiological barrier, and psychological barrier. Effective communication results when communication is so clear that there is shared understanding between the sender of the message and the receiver of the message. Communication challenges are faced by every individual within an organisation; therefore, it is essential to overcome communication challenges in order for organisations to achieve its strategic goals.

2.1 Terms of reference

As part of our business communication paper the course requires a research report based on information that we have collected from three different individuals. Our course tutor Mr Rasheed Hussein has stated to write a report that provides on communication challenges faced at work place in New Zealand.

2.2 Objective

The purpose of this research is to understand different communication challenges that individuals face at their work place in New Zealand. What are individual’s communication challengers, what is the effort on communication challengers and to overcome these challengers.

2.3 Methodology

This report was conducted through selecting three different participants from a work environment within New Zealand. This was followed by sending a letter requesting for their participation in a research interview in regards to communication challenges that individuals face in New Zealand working environments, on a proposed date. Once the letter was accepted and approved the interview commenced. The interview consisted of ten questions. After the interview, emails were sent to thank them for their participation in the research interview project.

3.0 Findings

3.1 Participant A

Participant A has been in New Zealand for past five years and currently the manager at recruiting agency. She has been in this position for last 3years. Over the couple of years she has been faced with extensive communication challenges including;

Misunderstanding with staff and candidate- one day the staff was supposed to confirm candidate to start up a job in short notice, it happens that he never confirmed properly, however when the manager called and asked why he wasn’t at work, the manager was being told that he wasn’t aware of where and what time he will start the job, just because off not proper verbal communication the candidate did not showed up at work.

Most candidate do not understand English- the manager called a candidate to start a job at company A, but it happens that the candidate did not know proper English and did not knew what the manger was saying he ended up in another company, there was a language barrier.

Effect off the communication

Work was delayed – as being the manager of the company, there is enough things to do. Due to miscommunication between staff and candidate leads to a barrier, which manager needs to sort it out, and just because the candidate dint showed up at work, the company got in problem for not sending a staff on time.

Overcome this problem

Asking questions – the staff should have asked the candidate if he has understood where and what time he should be working, confirm staffs by a text message and also by email.

Interact more with people who are different cultures

3.2 Participant B

Participant B has been in New Zealand for the past 21 years and is currently the manager in training at a jewellery store. She has been in this position for the past 2years. Over the couple of years she has been faced with extensive communication challenges including;

Language barrier between foreign customers and staff: for example on day some Chinese customers came to the shop and decided to buy a ring. So the sales person asked them if they were travelling so that they could get a duty free price, but the Chinese people could not understand English and they did not knew what the sales person was saying.so the sales person decided to use sign language and asked them if they were flaying. So the way the sales person used her gestures to explain the Chinese customers got offended and run away.

Effect of the communication

Lost a five thousand dollar sale: as the sales person used incorrect gestures and the Chinese customers got offended and run away.

Overcome these problems

All the employees have iPad now and have language translator application in it, that’s how they are overcoming the problems

3.3 Participant C

Participant C has been in New Zealand for last six months and currently working for a food catering company as a process worker for last six months. Over the months he has been faced with extensive communication challenges including;

Accent of the colleague: for example the colleague was not communicating face to face and there was no eye content which became a barrier. Participant was facing difficulties to understand her because the colleague was speaking very fast.

Effect of the communication

Tasks were incorrectly performed: the participant did not understand what the colleague was saying, and he couldn’t figure out what work was to be done. He performed all work incorrectly.

How to overcome these challengers

Interacting more with people of different cultures -participant should interact more with other people for example after work, going out at and socialise with individuals.

Asking for feedback- if he is unsure of works that how and when it is to be done, he should always ask the colleague.

Active listening- he should be listening properly so that he can understand.

The colleague should speak clearly, and making sure that he have understood everything, and also giving him feedback once he have finished the task

4.0 Conclusion

In conclusion, this report has examined extensive range of communication challenges that employees face in New Zealand working environment. These challenges include, but not limited to,

Misunderstanding arising from improper verbal communication- for example, where employees within a personnel agency do not use proper verbal cues such as, speaking clearly and asking feedback, then candidates may not understand what is required of them and hence perform inadequately. Therefore, it is essential that employees ensure they speak clearly, and require feedback from candidates to ensure candidates understand what is required of them.

Language barrier between national and foreign individuals – for example, in a New Zealand retail environment, foreign customers cannot fluently speak English. This in turn, leads to misunderstanding and confusion between the employees and their customers. Accordingly, organisations should employ individuals from multicultural background who possess bilingual language ability. In addition, it may prove to be useful if organisations maintain a foreign language dictionary or language translator application.

Misunderstanding arising from different accent- for example, a food catering company employs a diverse range of individuals. These individuals include some who are new arrivals into the country. The management team being of New-Zealand possess a strong ‘kiwi’ accent. Employees who are new to the country face a lot of difficulty in understanding management’s requirements and often act in opposition to what is required of them. Consequently, this suggests that management takes into consideration the different needs of employees such as a clear tone of accent and voice. In addition, they should require feedback from employees to ensure message is effectively communicated.

5.0 Recommendation

It is recommended that work environments ensure that:

Those who are charged with governance speak clearly and require feedback from their inferiors to ensure message is effectively communicated.

The organisation should maintain a diverse workforce to ensure customer needs are met

The organisation should maintain foreign dictionary to ensure messages are converted correctly to customers

The organisation should maintain a translator to ensure messages are converted and understood by the customers.

Those who are charged with governance should maintain a clear voice, accent, and use simple English terms where the workforce is incompetent in English.

These recommendations will help an organisation to communicate effectively, which in turn, will help it to achieve its strategic goals.

6.0 Referencing

Susan O’ Rourke and Sandra Barnett (2008). Communication Organisation and Innovation. New Zealand, North Shore (Pg. 32, 135)

Wikipedia Organization. (2012). Communication. Retrieved: 5 August 2012 from http://en.wikipedia.org/wiki/Communication

8.0 APPENDICES