Communication Process in An Organisation Business Essay
Communication Process in An Organisation Business Essay
Communication Process in An Organisation Business Essay
Love Interacting
Team Player
Assertive communicator
Listening
Negotiating
Questioning
Reporting
Weaknesses
Report writing/ Assignments
Hasty decision making
Presenting
Time Management
Opportunity
Completing HND
Applying for jobs
Starting my business
Going to the gym
Spend more time with my loved ones
Threats
Not enough time in a day
Not having enough time for assignments
Evaluation
Summary
For Task 1 I have looked into communication skills and how it is used in the work
place and everyday business. I've done a swot analysis to review my strengths
weaknesses, opportunities and threats, the swot analysis has made it made it easier
to pinpoint my strongest skills, my fears and threats that I need to gain control of and
areas in my communication skills I need to work on most to become better
communicating with others effectively.
Task 1B
BELOW I HAVE CREATED A DEVELOPMENT PLAN
Communication Skills
Audit 0/10
How to Improve
Duration
Speaking (correct English)
6/10
Practice speaking correct English
On going
Delegating
8/10
Gain Employment or start a business
ASAP
Interacting with others
9/10
Continue as I am
On going
Assertive communication
8/10
Continue as I am
Writing Email/Letters
6/10
Keep writing letters/ Emails
3 months
Listening
6/10
Give team mates a chance to speak up
Negotiating
6/10
Continue as I am
On going/ASAP
Questioning
7/10
Try to ask more direct questions
Reporting to line manager
8/10
Gain employment and learn from experience
Nearest opportunity
Report writing/ assignments
5/10
Complete assignments before deadline
keep reading
On going/ ASAP
Presenting to an audience
5/10
Plan ahead for course presentations and begin presenting in my own time
ASAP
Evaluation
3,4). I love communicating and interacting with others which lead me to give a score
of 9/10 allowing myself room for improvement I expect to improve by continuing as I
am ang gaining employment. I am an assertive communicator that doesn't have a
problem with communicating my ideas to small groups of people.
5). For my English written which I have given myself 6/10, I have given myself 1
month to improve and I expect to a accomplish this by completing all my
assignments by the deadly given.
6). I regard myself to have good listening skills but sometime I can be ignorant to
others ideas and want my own thoughts and objectives implemented as I've asked for
without any addition extra I haven't asked for to I've given myself 6/10, I can
improve my listening skills by allowing others to have more of an input to help
enable them to feel a valued member of my team.
7, 8). I regard my negotiating and questioning skills to be quite fear hence me scoring
myself 6/10 for negotiating and 7/10 for questioning because I am good at getting my
intended aim across by asking probing questions and negotiating deals that often
result in me having the better deal, in the future I will need to try and be farer in
letting the other parties receive a better bargain depending the negotiation factors.
9). I am effective in communicating with my line manager and completing my job
with the skills expected by them so I scored myself 8/10 I intend to improve in the
future by aiming to complete all workload before the deadline set to enable me to
help my team with other tasks to help me with promotional prospects.
10). For reporting and assignment writing I scored myself a 5/10 because I find it
difficult to put my thoughts on paper in the format expected, I am aiming to bring
myself up to 9/10 by July 2013, I will achieve this by going to all my student
development class and continue to read my recently purchased book writing up your
assignments and research projects by Neil Murray, Geraldine Hughes - 2008.
11). I have given myself a 5/10 because I have never like presenting/ pitching to a
large audience, I get nervous then start to forget my speech in the order I have
planned it, in order to overcome this, I believe it is necessary to start reading out my
assignments to a small audience and gradually increased the size of the audience as
my confidence grows and I am planning to work on this immediately to ensure I am
fully prepared for my future presentations.
12). I will be continuing to applying for jobs which I gave myself a score of 7/10
because the job market is hard and I am becoming aware I may have to change my
approach as soon as possible.
13). I must continue to keep saving money as I aim to ensure I can start my business
in the near future which is work in progress.
14). Spending more time with my loved ones help me feel happy within myself with
and will encourage me to be happier when communicating with others.
15). I need to start using all my time more valuably by planning ahead by giving
myself a time frame to execute each task within that time frame and I intend to
achieve this by practising as soon as possible.
16). I have given myself 5/10 for my assignments because I feel I need to develop
myself a lot in this area and I will do this by completing my assignments on time to
the best of my ability and I have given myself a time frame of 6 months to improve ,y
current abilities.
Summary
For task 1b I decided to do an audit table with my audited communication skills
which shows how I will intend to improve my skills over a specified time.
WH is a public limited company that was founded in 1934 by a man named William
hill during a time gambling was illegal in Briton they are currently providing betting
opportunities in 8 different countries and employs over 16,000 employees between
head office and in stores. They operate an over the counter, telephoning and online
service.
In this task I will be focusing on the in store service that is provided because this is
were my experience lays with them and internet betting, telephone betting and instore betting are treated as different entities.
2. 1A
The internal communication processes I have observed during my 7yrs employment
was mainly face to face and over the phone interactions with co workers and district
operational managers,
As a shop manager it was my duty to train new employees that was allocated to my
shop I would have to train them in company rules, regulations and procedures.
2. 1B
The external communication between the organisation and the customers is mainly
dealt with by the shop staff, from pricing to taking bets over the counter. Customers
expected to be dealt with according to the (CBS) competition beating service
standard which is very professional, but they don't have a customers are always right
policy because within the betting industry a lot of the gambling consumers are
fraudsters.
2.2 The company always had managers meetings and the managers were told to
forward on the information to there cashiers, if the company were to start having
cashier meetings it would help to make the cashiers feel more included within the
organisations objectives.
This company could also improve the staff performances by introducing a secret
shopper service to test staff customer service skills and betting knowledge, the
customer service experience could possibly improve up to 80% if the employees are
made to understand that it is a serious exercise.
2.3 These can be implemented by the shop manager calling meetings once a week to
keep all staff up to date with their performances and targets and know the previous
week's progress of the business.
The company can also hire a secret shopper firm to secretly test the staff
performance while they are not under district manager's eye.
Informal information
Collecting information from outside the company can be informal and formal.
Formal source can be anything from company adverts and anything that is going
outside of the business that is relating to the business e.g. competitors doing special
offers or customers demanded new facials that work like facelifts etc.
Formal information
Formal information may be needed e.g. government requirements/taxes, market
research, and whether any recent changes in the law will affect the company in any
way.
3.4 For CharlaStarZ to be successful it will need good marketing, excellent customer
service and quality products. For the marketing it would be a good idea to advertise
special offers in the local newspaper and on the local radio stations and if possible get
flyers printed and posted through the local residents door, by doing this it will make
the company's present more felt.
3.5 There are many stakeholders to this organisation will be mark, beautician and the
hairdresser are the main stakeholders then the other stakeholders are the customer,
suppliers and the banks.
3.6 CharlaStarZ main aims should be to maintain good relationships between all the
stakeholders and the business by doing this this could enable the business to be
100% more affective.
They can introduce a customer loyalty can that can give customer benefits and
discounts. They offer suppliers with a 6 month contract which the supplier may be
happy to know that they will have 6 months' worth of business with the company.
3.7 All the stakeholders to this company have their role that they carry out and will
have an input and point of view that will if is valued the company can use it to their
advantage e.g. the suppliers know what is selling the most and what is not leaving the
shelf. The hairdresser knows what hairstyles are popular which can help with the
marketing and advertising of the hair products and styles.
The beautician will know which products to best promote to the customers. Letting
all stakeholders have a say within the organisation will also help with their
interpersonal skills and will encourage them to build a better rapport with the
customer.