3.1 Method of Investigation
Electronic databases were used to search for academic journal articles on the subject of communication as it relates to the parameters of the Ships Classification Malaysia. Databases were chosen based on their relevance to the topic and limited overlap with each other.
The World Wide Web journals were also used to determine potential communication issues within other organisations similar to the working environment at Ships Classification Malaysia.
Studying the Organisational Culture of Ships Classification Malaysia
There are different departments in SCM for example, Accounts Department, Administration Department, Plan Approval Department, and Ship Surveyors Department. However, the Accounts Department is seated in a separate room section in the particular office far away from the rest of the departments. These are one of the simple examples on the lack of communication between the upper management and staff due to the reason that they are divided among each other in the office in terms of desk placement.
There are a few methods in identifying the lack of communication problem in the work area such as face-to-face interview, handing out questionnaire for the staffs to answer and from word by mouth and work-related results such as whether the department fulfill performance requirements that is set by the company or else it most probably have communication issues among its staff in the particular department.
Staff face to face interview
Sometimes, the best way is to face the problem head on by just asking the staffs directly what their problems within the working environment are. As the HR manager, getting feedbacks from all staffs are essential in determining the current trend of communication among staffs in the office.
Research Survey
By handling out surveys for staffs to fill, by averaging the answers given, it can be determined whether communication issues are obvious in within the organization. For example, a research survey was given to a ship surveyor with questions regarding communication and working environment in the company, which he stated obviously the communication problems that are currently visible in the company.
ISO Certification Audit
Recently, the organisation had a surveillance certification audit where the auditors from SIRIM QAS will audit the several departments that are involved in ISO procedures. ‘Quality Manuals’ where it contains all the different procedures of paper work that is involved in different departments were given to each head of departments in order to identify non-conformities throughout the year. The audit is held once a year to identify whether SCM is complying to all procedures within SIRIM ISO standards.
It is crucial and essential that all staffs are well-versed in knowing the procedures as it is what they do daily. From the paperwork to the necessary passing of the documents to the correct staff. However, this is not the case as at least 70% to 80% of the total staff in the organisation has absolutely no idea on these procedures thus making the lack of communication a critical problem.
4.0 Literature Review
The breadth of the literature on communication lends itself to various ways of organising and presenting its content. The majority of the literature centers on the ways in which people communicate with each other especially when, what and how they communicate. Closely related to these considerations are ethical issues that influence these processes. Topics that are less evident but mentioned in this literature include organisational systems of communication and communication education.
The first section of the results touches on the significance of communication within inter-department. Department managers can easily disregard organisation procedures when it comes to acquiring what they want. This act is usually opposed by other department managers who easily do not agree with this kind of attitude.
The second section is where General Manager and Head of Departments conflicts between the organisations in giving instructions on a particular matter. The General Manager might have different opinions compared to the HOD’s opinion and the staffs who suffer the consequences.
In order to identify these issues, there are managerial problem solving methods that can be applied in order to find a workable solution to this matter. Step by step methods can be applied such as:-
- Problem identification
- Solution generation
- Solution evaluation
- Implementation
- Planning steps: what needs to be done to implement solutions to achieve the goal
- Action steps: implement selected solution
- In complex and dynamic problems cycling back through the problem-solving and implementation planning may be required
5.0 Analysis and Critical Review
In order to fully identify the communication problems that SCM has, the 5W’s analysis can be applied in order to give a rough idea on the root causes.
What is the problem?
The problem is the lack of communication among the staff in the organisation which is causing unwanted conflicts in the workplace. What we need to know is there are internal departmental issues as well as between department communications issues as well. By applying known methodologies to solve communication problems, we can minimize conflicts within the organisation.
Above is the official organisational structure of SCM and it often shows which department is under which manager. However, in SCM, they tend to not follow this structure and argue each decision that is made by the other manager.
Where are areas that we are lacking in communication?
When it comes to the areas that we are weak, as an organisation, the areas are in management. It is normal that top managers direct lower levels what to do are not interested in advice from below. Only if top managers approve of such a plan, a company can get a score card for top leadership, which has statistics on how the lower echelons are doing. This is a common problem in SCM where the top management does not accept ideas from ship surveyors as they think it is not beneficial and it has been going on for years that way. This mindset has brought trouble to the technical staff and even ship surveyors as the management thinks it is normal for staffs to complain about work related issues from time to time.
When does this lack of communication occur?
The problems occur when technical staffs are about to request payment claims to the Accounts Department. The Accounts Department then needs to process these claims and hand back to the staff when the time comes. However, most of the time, these claims were not directly handed over to the senior accounts executive and given to assistant accountant. These claims were then not processed and will be postponed for that apparent reason. This has brought unrest among staffs which thought that should not be the way. At least they could have informed the technical staff regarding handling it over straight to the senior account executive instead of the assistant accountant.
Who is involved?
Basically, in SCM, everyone is involved from each level of hierarchy as every department connects directly to each other thus making a good communication understanding an essential tool to have. From the Managing Director, Dato’ Abd Jamil Murshid giving instructions on how the company should be functioning to the new Management Trainee receiving instructions from the Senior Engineer.
Why this problem occurs? Why it needs to be solved?
An organisation requires motivated, committed and friendly attitude in their staff. With communication lingering within the ranks in the company, it is hard to grow this character in them.
5.1 Fishbone Diagram Analyses
The Fishbone Diagram, traditionally used for finding causes of problems, can be attached to anything to show a hierarchical set of factors that affect the item to which it is attached. In this way, it can be used for annotation, exploration and expansion of a wide range of diagrams, leading to an improvement in the understanding and communication of the diagram.
6.0 Solutions
Basic Structures/Policies to Support Effective Internal Communications
This communication can be looked at as communications downward and upward. This is a solution to the upper management and also must be heavily considered to the managers as to keep the staff happiness levels up. These are things that can be applied to SCM to improve communication among staff and the management:-
Downward Communications:
- Ensure every employee receives a copy of the strategic plan, which includes the organization's mission, vision, values statement, strategic goals and strategies about how those goals will be reached.
- Ensure every employee receives an employee handbook that contains all up-to-date personnel policies.
- Develop a basic set of procedures for how routine tasks are conducted and include them in standard operating manual. (ISO Procedures)
- Ensure every employee has a copy of their job description and the organization chart.
Upward Communications:
- Ensure all employees give regular status reports to their supervisors. Include a section for what they did last week, will do next week and any actions/issues to address.
- Ensure all supervisors meet one-on-one at least once a month with their employees to discuss how its' going, hear any current concerns from the employee, etc. Even if the meeting is chit-chat, it cultivates an important relationship between supervisor and employee.
- Use management and staff meetings to solicit feedback. Ask how it's going. Do a round table approach to hear from each person.
- Act on feedback from others. Write it down. Get back to it -- if only to say you can't do anything about the reported problem or suggestion, etc.
- Respect the "grapevine." It's probably one of the most prevalent and reliable forms of communications. Major "movements" in the organization usually first appear when employees feel it safe to venture their feelings or opinions to peers.
It is not only ineffective communication skills that can de-motivate staff etc, but the ways in which communication is delivered and received is also vital. This is a solution with a ‘checklist’ of six items, to determine ‘effective communication’ in the workplace:
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Think clearly: This refers to the communication being sent in a clear and concise manner. It is important to ‘think before you speak or write’ when communicating
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Listen intelligently: Communication is not just about speaking or writing your message, it is also about listening to your recipient. Taylor suggests that to make communication more effective when writing it down, try reading your message out loud and listening to it as if you were the receiver.
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Select appropriate media: When considering what form of media to use, it is important to choose the appropriate form of communication in conjunction with your ‘desired objective’.
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Timing and place of communication: Take into consideration when and where the communication process should take place. This is very important, as it can affect the disposition of employees and employers.
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Using appropriate language: Taylor argues that it is important to use words and phrases that the recipient will be familiar with. Do not use words that may confuse them, as this may agitate the colleague, or make them feel inadequate.
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Obtaining feedback: Once communication has reached employees, it is crucial to obtain feedback. By doing so, employers can maximise their opportunities of even better communication next time round. By obtaining feedback from employees, it shall make them feel like their opinions matter and that their views are taken seriously by senior staff members.
7.0 Recommendations and Conclusion
Organizational communication includes people, patterns, networks, etc. Within organizational communication, come two sub-groups, consisting of ‘formal communication’, and ‘informal communication’. ‘Formal’ refers to communication, that “follows the official chain of command or is part of the communication required to do one’s job” (Robbins and Coulter, 1996, p. 293). They argue that any communication that takes place within the work force is classified as ‘formal’. ‘Informal communication’ is information that is not communicated through the company’s hierarchal structure. Examples of this may be, when colleagues talk to one another in an informal manner, for example in the staff room, or outside of working hours. This process of ‘informal communication’ is beneficial in two main ways. It firstly enables employees to satisfy their needs for social interaction, and can also improve an organisations performance, by creating more efficient, faster and more enjoyable channels of communication.
“Horizontal communication takes place regularly between people on the same level…”.
This is vital in any successful organisation. For example, if communication was to breakdown from either party, this could cause the eventual downfall of the company. Although this may be an extreme example, other issues that could arise through lack of communication, include de-motivation of the workforce, employees feeling neglected, therefore leading to low staff morale. Another major concern that could arise is that of confusion and disorganisation within the workplace. If matters of the workplace are not communicated efficiently, effectively and quickly, this will end in problems and concerns, not only for the employer, but also the employee.
8.0 Appendices
- Russell K. Schutt. Investigating the social world: the process and practice of research, 2006
- Joann Keyton. Communication & organizational culture: a key to understanding work experiences, Nov-Dec 2004, pp81-90
- Beverly Davenport Sypher. Case studies in organizational communication
, Jan-Feb 1990, pp24-30
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Murphy, Peter. “6 Powerful Ways to Solve Communication Problems at Work”, online, retrieved 25th August 2009, from
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No Author. “Partnership and Problem-Solving Communications”,
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