Greater management involvement in workers personal lives
Working in groups or teams, this previously, did not happen
.
What is Communication and why is it important in the workplace?
Communication is the imparting or exchanging of information by speaking, writing, or using some other medium (Oxford English Dictionary, n.d). The way in which communication is conveyed and received is also another factor to consider as in many of today’s organisations there is a diverse workforce from different backgrounds, cultures and religions.
“Effective organizational communication, from an HR viewpoint, focuses on openness in communication between senior management and employees, resulting in improved employee engagement and productivity. In cross-cultural environment, building and maintaining rapport for business relationships depends on the effective use of language and understanding differing communication styles.”
(H R Magazine, 2008: Special section 1-9)
The author draws on Mayo’s first finding that improved communication between management and workers being a reason for increased productivity. If a worker is not aware of his or her responsibilities or tasks, this can lead to confusion and work not being completed.
The author relates this to Ascendant Technologies as the three internal staff used to work for a local firm of whom Ascendant Technologies have dealt with and know the people well. The company in question do not treat their workers well and in the author’s opinion, supported by the Classical School approach, their opinions did not count and they were not encouraged to deviate from their roles. One of the workers who was employed as a quality technician, would regularly raise issues with the product quality and was often told to disregard his findings and ship the goods so that they were able to meet their monthly shipping target. This meant customers receiving incorrect or faulty goods and either being returned or engineers going to site to resolve the issues. This treatment led to unhappiness, low confidence and low morale.
When the staff were first employed by Ascendant Technologies, initially they were not confident enough to take initiative and think for themselves. They would not make decisions no matter how small unless they cleared it with management first.
It has been the author’s priority to encourage and generate self confidence in the workers so they at least would be empowered to make small decisions. This has been done through personal interaction giving feedback and inviting them to openly comment without prejudice, on how they are managed.
Laurie J. Mullins writes “if your staff do something good, tell them. And then tell them again. And again. Keep it up. Put it in writing.”
By telling staff “well done” or “good job” has had the greatest effect. In the previous companies they were never commended for doing a good job and often taken for granted.
Weekly meetings are held to discuss companies performance generally of orders received and invoiced sales. All members are aware of targets the company must reach and any issues such as quality, customer service, vendors issues or any other business are discussed and if an action is required it is agreed who should take up responsibility to resolve the issue. Feedback is also encouraged on how to better quality systems, dealing with suppliers and general workload so that the company runs more efficient.
The management take an interest in workers lives outside of work. They feel that if there are any personal issues this may have an effect on their work. As Ascendant Technologies are a small company there is one office which everyone including the managing director works meaning management are approachable for any issues and to join in with general conversations. There is a friendly, family atmosphere and everyone wants to work and do well for the company.
Personal development is also important to Ascendant Technologies management. Quarterly reviews are held and a performance review is given to the workers with the opportunity for them to give feedback and if they require additional training or would like to improve their skills through learning then this is looked into.
Types of Communication
Ascendant Technologies trades globally and with modern technology it is possible to communicate with companies other than verbal communication. In some cases emails can be ideal form of communication if the customer is based in a country where it is already the end of their working day and to save lost time an email is sent. The advantage of email is that the conversation is written and in some cases can be translated through Google for example to be understood by the recipient. A written piece of communication can also be stored and referred to at a later date if required. However, as written communication lacks emotion, it can often be misread or misunderstood and problems can arise.
Ascendant Technologies have recently employed a Sales Manager. A Sales Manager is often a driven and focused individual whose objective is to win orders at all costs.
Supported very much by the Classical School theories, he sees staff as a means to facilitate those orders which is highlighted in the way he writes his e mails, structured and to the point and not considering the workers feelings; neither does he consider them when in a discussion. At one point he was placing himself in the customer “shoes” and called a worker stupid. Although not a direct criticism on the worker, that person was hurt by his comments all the same. As the general manager, the author was quick to defend his member of staff and defuse the situation.
The general manager spoke with the other workers and it was made aware that the sales manager was not well received within the office.
The general manager explained to the staff that they should not take his remarks personally due to the nature of his “sales” personality and in fact away from work he is a nice guy.
The author has had his own run-ins with said sales manager and it is easy to misunderstand emails. They can come across as sarcastic and dehumanised and it is the author’s job to ensure this does not bring disruption to others and leave them de-motivated.
Conclusion
Communication is a vast topic of discussion and in particular the importance of effective communication within the workplace.
From motivating people with low self esteem to dealing with a sales manager that see staff as a means to an end has been testing for the management but dealt with discreetly and effectively. Communication through modern technology, can be sent in various formats such as e mail, texting and instant messaging which although convenient and a quick method, it is how the recipient translates the message determines whether it has been effective or not. Verbal face to face communication as supported by Mayo’s Hawthorne studies (1924-1932) is the more effective form of communication. Both sender and recipient are able to gauge reactions, body language and give instant feedback. This gives the workers and management feedback required to set company targets and goals. Showing empathy with colleagues and listening to their troubles relieves pressure which will enable them to focus on their work and also shows the manager can be approached for any reason.
Dealing with foreign countries means that verbal communication is not always possible on a day to day basis, so the need for written communication, such as e mail is a necessity. It is important then, that great care and attention is taken as to how the content is being written as well as what is being written.
TRY NOT TO USE CAPITAL LETTERS WHEN WRITING. This implies the sender is shouting.
Don’t use exclamation marks!!! This could be perceived that the sender is angry, but for what reason?
Ascendant Technologies is a growing company and without effective communication there is a chance that as the workforce increases, the organisation could become fragmented due to worker differences, cultures or beliefs. As general manager, it is the author’s responsibility to ensure this does not happen and continue to promote effective communication throughout the company to ensure everyone is aware not only of their responsibilities to the company but to their colleagues and to ensure the environment is harmonious.
“”
(Edward R. Murrow, American Journalist, 1908-1965)
APPENDIX A
Ascendant Technologies Ltd was formed in 2003 by three shareholders. The managing director had an idea to invent a micro chip aimed at heavy industry such as oil, gas and petrochemical companies. The reason was simple, the equipment on plants were identified by a tag made from stainless steel and its details stamped onto the surface. However, due to the harsh environments in time the details eroded and the product became unidentifiable and unserviceable. The chip would store all relevant data of the product and by simple method of an infrared handheld device could easily be retrieved.
Over the next few years it became apparent that the product had limited success and was very expensive to develop software, so the partners decided to go their separate ways.
Since 2009, Ascendant Technologies Ltd was re-launched as a Valve Automation Centre servicing companies related to Oil & Gas industries. Since the Managing Directors and General Managers backgrounds were both from the valve industry this was a logical transition. Obtaining vendor agreements with some of the worlds recognised brands of equipment the company soon grew from a £400k sterling turnover to £1.4m in just under 3 years.
Recognising the need for a fast supply of actuators and basic automated packages in these industries for unscheduled breakdowns, Ascendant Technologies Ltd aims to become number one Automation Centre in the UK.
As the company turnover has grown so has the staff and currently Ascendant Technologies has 4 office based staff, 1 external sales and 2 contract.
Organisational Structure (see Appendix B for Organisational Chart)
Managing Director – Responsible to board of directors and shareholders
General Manger – Reports to Managing Director
Sales Manager – Reports to Managing Director
Sales Assistant – reports to General Manager
Administrator – Reports to General Manager
Warehouse Operative/Technician – Reports to General Manager
Contract finance – Reports to Managing Director
The author’s role in the organisation is General Manager, managing day to day operations of the organisation. General Manager’s main function’s within the organisation include, interface with suppliers to obtain best service and value for the organisation, responding to customer requests and enquiries in a timely manner to achieve satisfaction and providing technical assistance and liaise with staff to ensure customer satisfaction.
Appendix B
Ascendant Technologies Limited
Organisation Chart
Managing Director
General Manager
Consultant (PT)
Admin Assistant
Contracted out Finance functions
Warehouse Operative/Technician
Sales Engineer
Technician
Sales Manager
Reference List
Brooks, I., 2003, Organisational Behaviour : Individuals, Group and Organisation, Second Edition, Essex: Pearson Education Limited
H R Magazine, 2008, Effective Organizational Communication: A Competitive Advantage, Vol. 53, Issue 12, [online], available from:
http://findarticles.com/p/articles/mi_m3495/is_12_53/ai_n31160712/
Mullins, L.J., 2010, Management & Organisational Behaviour, Ninth Edition, Essex: Pearson Education Limited
Oxford English Dictionary, n.d, [online], University Press, available from:
http://oxforddictionaries.com/definition/communication
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