Discuss about the Instruction Important Business Communication Skill.
Workplace communication is considered to be very important for the organizations as it allows the companies to become productive as well as operate effectively. The employees will be able to experience an increase in the morale, commitment and productivity, if they communicate openly within the communication chain of the organization. It typically refers to the transmission of information between a person or a group and another individual or group in the organization. It is immensely crucial for the organization’s ability to operate smoothly and be productive. Workplace communication involves the productivity of the workers (Robles, 2012). In addition to this, workplace communication also helps in increasing the job satisfaction of the employees.
Communication at workplace is something what the employees do reflexively. In order to improve the communication within the teams, organizational managers and leaders need to implement several strategies to incorporate practice and philosophy within the workplace. Moreover, at times, even the minor issues result into workplace conflicts. Some official arguments can pose to be a great threat for the organizational success. Therefore, in order to prevent minor conflicts from exploding into some major issues, organizational managers should take care of the matters right away. The employers should always encourage their employees to speak up and communicate openly (Conrad & Newberry, 2012).
Companies should conduct open meeting sessions for communicating easily with the employees. Moreover, in official settings, communication through emails or technologies remains potent. Furthermore, it will enable the employers to pass on the messages to the team members, even if they are physically not present. However, lack of focus highly devalues the conversations causing individuals to tune out. Maintaining eye contact during meetings and conversations helps in putting all other things aside and enables the employees to focus as well as encourage them to stay present (Moore et al., 2013). In addition to this, communication is regarded as a form of information exchange.
Clarifying as well as explaining the thoughts as well as ideas is considered to be highly important in the leadership roles. As an organizational leader, it is immensely necessary that the communication efforts inspire the organizational team and also educate them. The leaders and managers should plan beforehand for conversations and meetings as it enables mixing of inspiration and information effectively and in an efficient manner. However, the effects of improved communication may not happen overnight (Keyton et al., 2013). Sticking with it will eventually enhance the business communication at the organization and the leaders should continue improving the communication between the employees.
The following are the models of communication which would form the base of the study:
Workplace communication is one of the most significant factors that ensures workplace efficiency. As commented by Grunig (2013), effective communication in the workplace ensures the clear flow of information thereby, having the track of the work progress and remain updated. This prevents the business organizations to carry out repetitive behavior thereby, hampering the pace and progress of work.
Claude Shannon and Warren Weaver whose motive was to ensure maximum efficiency at workplace developed Shannon and Weaver model of communication. The model consists of the sender, encoder, channel, decoder and receiver. The channel of communication in the model is disrupted by noise and the entire model runs on feedback mechanism as the message is encoded and decoded by the sender and the decoder (McQuail & Windahl, 2015).
The components of Shannon and Weaver model of communication are:
Sender: The sender is the source of information that makes the message as well as selects the channel of sending the message.
Encoder: The encoder is the machine that converts the message in the form that the receiver can understand the message.
Channel: Channel is the medium of sending the message selected by the sender.
Decoder: Decoder is the equipment that decodes the message so that the receiver can understand it.
Receiver: Receiver is the person that is message is intended to reach.
Noise: Noise is one of the physical disturbances due to which the message sent is hampered.
According to the given case study, the success at the Ranch is dependent on open communication so that both the parties can share their opinions and viewpoints simultaneously and work on the feedback received in order to run the Ranch effectively.
Interactive communication model is another effective model of communication that helps increase the communication efficiency between the two parties. The components of an interactive model of communication include an encoder, source and decoder.
Encoder: The encoder is the person from whom the message originates and is defined as the source.
Source: The source is the same person who encodes the message.
Decoder: The decoder is the person who receives the message from the source or the encoder.
The interactive model of communication highlights the simultaneous method of communication where both the encoder and the decoder share their viewpoints and opinions openly and without any physical disturbances. One of the major criticisms of the interactive model of communication is that the feedback is not simultaneous, as it can take a long time. In addition to, this model of communication is not dynamic. As commented by Shan et al., (2015), an interactive model of communication feedback is a completely new process of communication. This is because the model works based on the feedback shared by the encoder and the decoder.
According to the given case study, feedback is critical to the success of the Ranch. This is because the feedback received will help the Clarks and the managers to know if the players are getting quality service or further improvement is necessary. Working based on the feedback provides an opportunity for the Ranch Clarks and Managers to consider the feedback received by the players and develop plans to mitigate the issues.
Aristotle model of communication is also considered as one of the effective methods of communication, as this model mainly emphasized on the speaker and their speech or speaking ability. The model is broadly divided into five elements, namely speaker, speech, occasion, audience and effect (Harmon, Green & Goodnight, 2015).
Aristotle’s model of communication is speaker oriented, as the speaker is considered as an integral part of initiating a conversation and plays an active role. This is because the speaker is the one who actively delivers the speech to the audience (McCroskey, 2015). Thus, Aristotle’s model of communication considers the role of the audience as passive. This is because the role of the audience is influenced by the speech of the speaker. It is important for the speaker to organize the speech from beforehand by considering the situation and the target audience. For example, if the situation and the audience require being spoken about a particular agenda, the speaker has to speak on that topic only. In addition to, the speech prepared by the speaker needs to be influential enough thereby, persuading the audiences.
According to the given case study, it can be said that the Clarks and the managers at the Ranch are open to the criticism of the players. It has also been seen that they spent hours at the Ranch trying to know the experience of the players so that they can improve their existing service at the Ranch for the players
The mentioned case study clearly points out to the application of the three communication models namely, Shannon and Weaver, Interactive communication models and Aristotle Model. The Shannon Weaver Model points out that there are three components in the communicational channel namely, sender, channel and receiver. The sender initiates the communication thorough a chosen channel. The receiver receives the message or decodes it. The model identifies that there can be ‘noise’ or disturbances in the communication channels which prevents the receiver from receiving appropriate messages which often causes communication problem. The theory finds use at the ranch owned by Peter used as golf course to a great extent. The case study clearly mentions that the managers hold meetings with their business partners, the employees. The focus of the meetings was continuous improvement of the operations. The case study also mentions that the managers Peter and Clark emphasize on gaining feedback form the players, the main customers (Karanges et al., 2015). The managers can be regarded as the sender of the messages as per Shannon-Weaver Model, the meetings can be regarded as the channel of communication mentioned in the model while the players can be considered as the receivers as per the model. However, it must be pointed out that in order to maintain postitive human relationship in work places, it is crucial to obtain feedback from the recipients of the messages and take appropriate actions. The Shannon-Weaver Model does not cover this aspect which is covered in the next model of communication, the Interactive Model (Arvanitis & Loukis, 2015).
The interactive model stands on two linear models in which each model consists of a one way communication model. A linear model considers that communication consists of a sender and a channel. The sender sends the communication through the appropriate channel which the receiver receives. However, it must be pointed out that senders sends messages and require the feedback of the receiver to continue the communication process. This continuous communication is very important to maintain positive professional relationship in organizations. The interactive model of communication first considers that the sender initiates the process of communication by sending information to the receiver using appropriate channels (Bonaccio et al., 2016). The receiver then becomes the sender and sends the feedback to the original sender, thus completing the two way interactive model of communication. The case study mentions that managers in the Ranch hold meetings with their subordinates and partners to emphasize on the need to provide high quality services to the customers, the players. The mangers and the employees communicated with the players to gain their feedback on the quality of services they received at the Ranch. They wore uniforms and were given formal designations to up their professional quotient. The players communicated their issues and feedbacks to these employees which corresponds to the second part of the communication where the receiver of the message become the sender of the information and the original sender become the receiver of the information. However, the case study does not mention the further applications of the feedbacks and issues the players reported to the officials (Ueda et al., 2017).
The Aristotle Model of communication considers four components, the speaker, speech, audience and effect. The model is essentially speaker based model where the feedback of the receiver of the message is not considered important. The managers and the employees at the Ranch hold meetings on the need to maintain high quality of professional commitment while providing services to the players. The employees and the managers too gathered information from the players of customers regarding the issues they were facing. However, there is no evidence of the managers encouraging the workers participate in the strategies forming. This clearly shows that the managers communicated the importance of providing services to the customers but did not encourage the employees to express their ideas. Thus, it can be ascertained that the managers paid no importance on obtaining feedback from the subordinate employees. This clearly shows application of the Aristotle Model at the Ranch where the speakers, the managers communicated with the subordinates but did not gain their feedback (Weaver et al., 2017).
An analysis of the application of the three communication models, the Shannon and Weaver, the Interactive Model and the Aristotle Model clearly shows that the Aristotle Model finds maximum use at the Ranch. The Shannon Weaver Model concentrated on the sender of the messages, the managers, the channel of communication, conversations and the receivers, the subordinate employees and the players. The case study mentions that the model had little application because no action was taken on the feedback received from the players. The Interactive Model had the least application because the employees were not encouraged to participate in the decisions making. The Aristotle Model had the strongest application as the communication at the Ranch was sender centric (Wang & Li, 2017).
The three models of communication such as Interactive model, Shannon and Weaver model and Aristotle model of communication were used to analyze the case study. Comparison between these three models has focused on the flow of communication within the Ranch Golf Club. Open communication within the club was the secret mantra to their success. However, the demerits of the three models were contrasted too. In the Interactive model of communication there is no mention about noise. This is a drawback on the part of the model although there were thorough communication among the partners and managers on a continual basis. Aristotle model of communication is a one- way communication, as the receivers’ feedback does not reach the sender. This is considered as a drawback because the sender is not aware of the effect his speech had on the audience. For effective communication, Shannon and Weaver model can be considered appropriate because it is a two- way communication and the feedback of the receiver is sent back to the sender.
It can be recommended that the Ranch Golf Club need to follow Shannon and Weaver model of communication for improving their operational activities. There is no 360-degree feedback system within the organization, which will include the opinions of the supervisors, peers, subordinates and other staff members. For effective professional communication, meetings are held at regular interval to focus on the importance of interaction within the organization. Feedback from the receivers is thought to be critical for the success of the organization. Without adequate feedback from the subordinates or peers, the managers will not be able to measure if the players are receiving premium quality of service. The feedback will also help in finding out the areas that need improvement for achieving better service.
The Ranch Golf Club has are open to criticism because they believe that is a good way to lend ears to others and improve the performance. Therefore, it can be suggested that the Ranch Golf club can arrange for open forum where the player assistants will speak out about the problems they might be facing and the ways to overcome them. There might be certain players who will fee shy to express them in front of everyone. In that case, the managers can arrange for a drop box system where the players can write about their problems without mentioning their name.
It can be suggested that the individual goals of the players in Ranch should be linked with the objectives of the Ranch Golf Club. It will be helpful in improving the organizational performance as well as that of the players. The club should organize regular meetings or inter- personal communication with every single player to know about the ways in which they want improvement. They need to introduce a 360- degree feedback system, which was lacking within the organization. It will be helpful in analyzing the performance of the players by using the feedback in the performance appraisals.
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