Coms0001 Communication Skills And Conflicting Assessment Answers

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Answer

Introduction 

In this era of globalization, the continuous change has impacted on the current business environment. On one hand, it has provided several opportunities to the business organizations, and on another hand it has also brought competition and great instability for the business. Goetsch and Davis (2014) have indicated that these forces had various consequences along with huge flattening of the organizational hierarchy. Therefore, in order to remain more competitive within this environment, the organizations are expected to become flexible as the harsh and rigid processes and rules can act as a major hindrance for the organizations. Arena et al. (2013) has indicated that in such a situation the entire focus of the organization moved to the communication strategies to a great extent instead of organization and planning. Having a well organized communication strategy within the work place, helps the employees to have the opportunity to influence other employees. I have been appointed as a human resource manager at Australian Multicultural community Service Inc. This report will reflect my proposal for further improvement of the communication strategies within the organization.

Internal and External Communication Needs

Effectual external and internal communications are the major factors that help the employees to have successful projects. The primary objective behind having the internal communication is to inform the employees regarding the developments within the organization that can boost their future performance, especially the projects they are currently involved in. Internal communication is a vital need for the organization that requires facilitating the improvement of the efficient work environment (Watkins and English 2015). Both the internal and external communication can be viewed as the principal factors in increasing the organizational and individual performance. However if the organization is involved in a particular project, the external communication becomes most significant need at that point. The primary purpose of external communication with the project environment is to facilitate the cooperation and collaboration with all the stakeholders who does not belong to the company. There can be different kinds of stakeholders in the company, especially for a community service organization, the stakeholders are the most important part of the projects (Loeppke et al. 2015). Therefore it is necessary to have a direct and transparent communication with the stakeholders. However within the sphere of external communication there are various issues that can hinder the performance of the organization. Therefore it is necessary for the organization to improve both the internal and external communication strategies.

For improving the internal employee communications, the organization has to ensure that the internal communication is adequate. Several researches suggest that most of the managers and employees are not happy with their communication system of the organization. If there is any unstable financial condition within the organization, the leaders and the managers are required to take essential decisions for the sake of the company. These changes may also turn into an outcome that indicates to the overloading of the internal communication procedure (Alzoubi, Gill and Al-Ani 2016). This may also lead to criticisms from the employees, conflicting situations, overloading information and other activities. Moreover this can also indicate to the insufficient leadership. Therefore in such situations, as a human resource manager I will ensure that a new communication configuration is introduced that will help the management of the organization to communicate and formulate regular messages to the employees. The communication strategy is only useful when it is a two way process and a meaningful one (Loeppke et al. 2015). Therefore the employees both as a team and individually should be given the opportunity so that they can provide their feedback to the management. However at the same time the management will make sure the feedback is considered seriously and to be applied in near future and the decision making procedure of the company.

External communication is mostly necessary within the project environment. When the organization is involved within a project with the stakeholders from outside of the formal structure of the company, the management should utilize all the means of external communication in order to establish a transparent communication channel. The external stakeholders of this company include the interns who will volunteer the future programs of the company, the suppliers, the sponsors etc (Shuck and Rocco 2014). Therefore the management should ensure that the communication channels are scheduled according to the needs of the stakeholders. They should also ensure the regular flow of information from both the ways as well. In order to promote the projects of the organization or enhancing the credibility of the organization, the external communication is necessary. Therefore the company will ensure the external communication channels especially when it needs to demonstrate commitment towards the welfare of the society or to the environmental rights.

Identification of Competing or Conflicting Interests

According to Goetsch and Davis (2014) there are several complications that can arise within the organization. The businesses in the current situation tend to operate where the conflict of interest between the employees and other stakeholders have been very common. As a human resource manager it is possible that I may face such issues within the organization. The conflict of interest is the most critical issue within the organization that can hamper the overall productivity of the organization. When the interest of the stakeholders are concerned the most important stakeholder of the company are the suppliers of the company and the people who are provided with the service (Narayanasamy and Penney 2014). Therefore the company needs to consider the interest of both these parties. Therefore the company may expect that there will be several issues that can arise while considering both the interest of the stakeholders. Furthermore managing this issue as a human resource manager should be aware of the importance of the stakeholders at the first place.

Within the organization, there can be several activities that can act as the reason for potential conflict of the commitment or the interest of various stakeholders. Therefore the organization and the management should ensure that all the conflicts are managed or avoided. Therefore if required the management may also incorporate few new plans within the structure of the management plan (Cummings and Worley 2014). Firstly, as a human resource manager, I will make sure that the management will not take any action if the conflict of interest is already managed or eliminated by other employees. While solving any issue I will first seek the views of the other stakeholders who have been indirectly involved with the incident. I will only make a decision after cross checking all the other sides of each of the stories. However most of the critics such as Belias and Koustelios (2014) have indicated that the organization should work for the clients, not the stakeholders. In this organization the clients are the most significant part of the activities of the entire organization. Therefore I will ensure the interest of the clients is preserved first. If I am ever stuck in a situation, where I am being confronted with the issues regarding the conflict of interest, I will ensure that the organization is taking care of the interest of the client. However there might be several issues within the organization and the individual interest groups may try to influence the judgments of the manager, but the manager should ensure that the final judgment is taken for the common good.

Development of a range of communication strategies to meet organization needs and goals

Any organization should develop a set of communication strategy that will help it to meet the organizational needs and goals. Before making the communication strategy, as a human resource manager of the company I will ensure that the strategies are aligned with the overall mission and vision of the organization and are planned to meet the core objectives and aims as well. Along with referring to the particular objectives, the strategies should also ensure that it reflect the key message of the organization (Belias and Koustelios 2014). Therefore it is important for the organization to fix the strategies in a way that contribute to the further achievement of the allover objectives.

The core objective of Australian Multicultural community Service Inc is to provide the best standard of support and care to the people who are availing the service. Therefore the communicational objectives will be fixed in a way that it serves the operational objectives. For serving the best support and care to the people, the organization needs to train all the employees in an effective way for working with the users of service, therefore the organization will ensure that all the employees know and recognize the standard of support and care that is expected out of them (Cummings and Worley 2014). Also the organization believes in keeping the entire premises well maintained and clean. Therefore as a human resource manager I will make sure that the service users and the employees know the service quality that the company expects out of them. Along with that the organization will also make sure that the service users and the employees have the opportunities for communicating with the management regarding their requirements within the institution. The organization will also gather the feedback on a regular basis so that the management has a clear idea of the standard of service and care that is being provided to the users. Therefore the organization will also develop the protocols for the employees that will align with the organizational objectives and it will be communicated with all the employees as well.

Quality resources to support the implementation of communication protocols 

The organization will also utilize the resources and tools for the implementation of the communication protocols. The resources will include,

Fact sheets

The organization will utilize the fact sheets regarding the particular aspects of the implementation of the communication protocols that have been developed (Mawer 2014). This will include the instructions and guidelines regarding the recognition and response of the desired service of the organization, along with several health care professionals sharing their views regarding the existing care and support system of the organization.

Self assessment tools 

These will provide a pragmatic guidance for the assessment of the existing system and the implementation of the communicational protocols. Along with the electronic version of the action planer and the self assessment tools, it will include the communication protocols that have been developed to map the evaluation, escalation and the communication processes (Branch, Ramsay and Barker 2013).

Presenting information to staff regarding communication strategies

The organization will adopt few communication approaches which will be helpful for the management to reach effectively to the employees and encourage them. Such strategies will include:

Keeping the message simple

The organization will keep the message simple yet it will carry a deeper meaning with it. The message will carry the core belief and purpose of the organization with it. It will be an inspiring and simple message that will link purpose of the organization.

Using the discipline of the framework

The messages will be presented to the employees of the organization within a framework. For this purpose I will consider using a framework that will inspire, educate and reinforce the objectives in the employees. The messages will inspire the employees and try to build the optimism and change the focus of the employees so that they can be prepared for taking any decisions in the future. It will also educate the employees regarding the teams regarding the validation of the communication protocols and the strategy and the way of successfully executing them. At the end it will help in explaining the connection between the communication protocols and the purpose of the organization.

Work-related Networks and Relationships

Fang et al. (2015) portrays that networking a business relations is to maintain all the business relationship with stakeholders so that they can remain associated with the organization for longer time. This process is known as work-peer relationships. Business experts also believe that collaboration in aged care is crucial for the future success (Ozanne et al. 2016). Thus, it is important for the business thus to spend time with the people who work on the frontline in aged care. Thus, Australian Multicultural community Service Inc should implement new technology for establishing effective network so that the delivery of aged care service should be developed. Thus, I would suggest the concerned organization to use effective networking system through which the business relationship can be improved. This can be incorporated through keeping updated track of the business networks.

Thus, I would suggest this organization to collaborate with other organization in the community so that better effectiveness can be attained. Since Australian Multicultural Community Service Inc. also provides social activities services, they can collaborate with other organization like local retail companies or activity centers. In this way, not only the people associated with AMCS will be happy but all the other organization can also attain an effective CSR rating. In addition to that, some people in the community desire to be a volunteer for some nonprofit organization either for developing their CSR skills or for internship. In both the situation, social media can be targeted as a significant portion of people uses social media to communicate and share their thoughts. Australian Multicultural Community Service Inc. can use Facebook and LinkedIn with community people and business stakeholders respectively (Gillespie et al. 2014). Facebook is the most used social media channel and thus, community organization shares their progress in these sites so that they can share their achievements to the people and make them aware of their noble moves. Moreover, in order to assess the conversation, AMCS can also implement the “Google Alert”.

Assessing Communication Outcomes from others’ Feedback

Schivinski and Dabrowski (2016) stated that feedback plays a crucial role in the betterment of the organization as all the information that is required for the future improvement can be attained directly from the stakeholders, who are associating with the business. In addition to that, talking feedback is the first thing that is to be considered by an organization. Wang et al. (2015) moreover portrays that feedback can be of many types- questioning through feedback, interviews directly from the stakeholders. Leonardi (2014) moreover depicts that feedback approach can be effectively accomplished through using contemporary technology like social media or internet technology. AMCS can also organize regular meeting session, where all the members of the organization can suggest their feedback on the current system. In would suggest this system as all the members can get chances to put forward their concern and an effective idea can be obtained that can drive the success of the organization. Noell and Gansle (2014) depicts that this provide a sense of equality among the different stakeholders.

The next step is to implement the obtained feedback into action so that the organization can attain more profitability (Luxton et al. 2015). It is evident that when in the meeting, effective feedback is selected or taken; asking the implementation process among the participants will be the most effective. In this way, extra effort can be avoided as a person intends to suggest something by considering its other consequences like- implementation process, perceived usefulness and its probable outcome. Moreover, asking for regular feedback from the target customers can also allow an organization to identify the potential solutions that can provide effectiveness to the brand. After taking feedback from the customers the ideas can be shared by other stakeholders or managing authority, which are liable to evaluate whether or not implementation of the strategy has a long-term impact on the betterment of the organization. In this way, I can say that ACMS can able to gain trust of their customers.

Identification of Opportunities for Continuous Improvement

Formulating an open communication environment

I would say that every stakeholder will only prefer to shares their feedback and ideas if the organization welcomes their though and acknowledge their effort. In this case, the stakeholder can feel the sense of being valued and they intends to associate more with the organization. Thus, formulating an open communication channel through which different stakeholder shares the financial resources and budgeting for implementation of plan or organizing a social activity for disabled people or for sponsorship of some other companies will help the organization to maintain an effective communication.

Assuring a two- way communication strategy

I can say that having one-way communication cannot ensure that other one agrees with the shared knowledge. Thus, it is necessary to establish a two-way communication strategy that can be carried either vertically or horizontally. ACM should give liability to all the volunteers as well as the high authority to transfer information to their respective senior employees. This approach not only make the communication services faster but it also give equal chances to perform in the workplace.

Employing multiple channels for message transmission

Sharing message is not the only solution but ensuring that everyone receives the message also plays a crucial role in analyzing the effectiveness of the communication system. In addition to that I can also say that apart from face to face conversations and meetings using upgraded technology like customized telephonic message, e-mails can also be implemented. Requesting for an acknowledge message by the receiver also helps the sender to analyze that the message has been seen.

Regular monitoring on the communication system

It is evident that whether it is verbal or non-verbal communication process, it is important to monitor the progress of the communication system. The managing authorities of the AMCS should monitor all the steps starting from planning and implementing the effective feedback into action. This process of regular investigation is effective for reaping lucrative gains to the company.

Conclusion 

In conclusion it can be said that the effective communication practice can be utilized in identifying the opportunities and for the improvement of the organizational practices. The continuous improvement of the organization indicates to the continuous enhancement of the procedures and the practices. The continuous improvement is also the procedure that ensures the communication practices improved as well. Therefore the management will ensure that it will identify any opportunity or issue within the organization and then adapt and implement the communication strategies and the protocols for addressing them.

Reference List

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