Discuss the benefits of keeping staff engaged.

Business Communication

 

Discuss the benefits of keeping staff engaged.

Case Studies

CASE STUDY (20 Marks)

A telecommunications service provider. Since it’s beginnings in 1994, this company has become one of New Zealand’s most loved telecommunications providers with around 200 employees. They provide internet, home phone and calling services. In May 2006,

the New Zealand Government unbundled the local loop meaning that a range of business opportunities opened up to the telecommunications service provider. A period of dramatic business growth followed. Increased staff numbers and product offerings meant that it was important to find tools and techniques to ensure staff continued to be well informed and passionate about working for the company. • This company has a particularly young work force and a high percentage of call centre staff and shift workers. It has nearly doubled in size in the last year. All of these factors presented a number of internal communications challenges. • They wanted to find a communications solution that would appeal to it’s young workforce who were used to dynamic, entertaining and attention grabbing technologies. The SnapComms solution offered the right combination of ‘fizz’ combined with pure and simple business value. They have a particularly young work force and a high percentage of call centre staff. The company has nearly doubled in size in the last year. All of these factors presented a number of internal communications challenges: Communicating with shift workers. A high percentage of shift workers meant that it was difficult to gather staff into one place for business updates and news. High turnover of call center staff. As is common for call centers, staff turnover rates were higher than in other parts of the organization. It was important to find ways to bring new employees up to speed quickly and to build engagement in order to reduce staff turnover rates. Young demographic. The average age of employees is 20 years old. Communications needed to appeal to a demographic used to engaging, entertaining and compelling communication formats. A cultural survey highlighted a need to make people feel more valued. Their cultural survey, although generally good, highlighted a need to help its people recognize the benefits

of working for the company and to feel a valued part of the business. Learn more about communicating with millennials. Email overload. People were being bombarded with emails. Between 50 and 100 per day were commonplace for call centre staff. ‘Static’ intranet. The intranet was seen as ‘static’ and not updated often; hence usage rates and effectiveness were low. They had the following additional Internal Communications objectives: Increase staff involvement. The company was looking for ways to help it’s staff feel more involved and to allow them to participate more in the business. Find new ways to make working for the company fun. They have a young, fun brand and it was important to reflect this in the culture of the company. Measuring communications effectiveness. It was difficult and time consuming to measure communications effectiveness. The service provider was looking for a quick, user friendly tool to allow them to measure communications effectiveness on a regular basis.

Answer the following question.

 

Q1. Give an overview of the case.

 

Q2. Discuss the benefits of keeping staff engaged.

 

CASE STUDY (20 Marks)

Honed communication skills enable a business owner as well as employees to convey messages effectively. Whether it is a memo, a meeting or a telephone call, effective communication is required for a business to operate smoothly. The guidelines for effective communication are simple: present a clear message and say it as quickly and concisely as possible. The message recipient should not  have to puzzle to discern the intended meaning of the message. Business communication is the relaying of information between two or more people or groups. Communication can take several forms: verbal, electronic, written and nonverbal. For communication to be effective, the sender must convey a clear message regardless of the vehicle used. On the flip side, the receiver must acknowledge that he heard and understood the sender’s message. Without communication, conducting business would become a challenge for all involved. Employees would be clueless as to what is expected of them, businesses could not reach customers, and customers would not know from whom to buy. Employers would have no way to convey practices, procedures and rules to their employees. Business as we know it could not exist in such an environment. There are several types of communication, and all are necessary for a business to function properly. Verbal communication is the relaying of information via face to face or telephone discussion between two or more people. Written communication includes letters, memos, email

and manuals. Electronic communication includes email, instant messaging, and other types of online communication. Nonverbal communication is the conveyance of a message without speaking, and includes gestures such as nodding, shaking your head and other types of body language. It is important to ensure that which ever mode of communication is used, the message is clear, conveys the proper level of importance and is delivered with an even and respectful tone. Effective business communication gets to the point, avoids jargon and is presented with the intended recipient in mind. For example, do not use three sentences to say what could be said in one. The message, if written, should sound as if the sender is speaking directly to the reader and should not be used as a vehicle to show off your vocabulary. For all communication methods, the use of examples is an effective way to convey a point. Nonverbal communication should match the message delivered with the verbal or written communication. A nonverbal cue can cause the message to be unclear or can even contradict the message. For example, if a manager tells his employees he has an open door policy but while doing so folds his arms and frowns, what the manager is actually conveying, perhaps subconsciously, is that he does not want to be bothered with his employees’ problems.

 

Answer the following question.

 

Q1. What is “nonverbal cue’ Explain.

 

Q2. What is the significance of communication in business? Discuss.

 

Q3. What are honed communication skills? Debate.

 

Q4. What is business communication? Define.

Discuss the benefits of keeping staff engaged.

CASE STUDY (20 Marks)

The UNC Business Essentials program (an online business communications skills) has been more than beneficial in my everyday life, and its impact played an especially important role in my search for an internship geared toward my future profession. As I

searched for different positions within my field of study, one thing stood out to me: The skills I learned from the UBE program thoroughly assisted me in my internship search and even made the process much easier. Several sections in the UBE program, like the business communication section, provided me with the business skills necessary to contact, email and communicate with employers in a professional tone. Before obtaining these skills, I was less confident in the way I reached out and spoke to employers about internships. Now, I feel that I have the same amount of business communication skills that students majoring in business also have. These skills not only put me at an advantage, but also thoroughly impressed employers and helped me to be considered for

several internship positions. Applying for internships and jobs in the future is no longer an added stress because I know how toproperly fill out applications, create cover letters and communicate with employers in a professional manner. One added benefit of the UBE program is that I can include my online business certificate on my resume. Many employers have asked me about the UNC Business Essentials certificate in interviews and thought the UBE program is a great distinction to have.

 

Answer the following question.

 

Q1. What are the advantages of online business communications skills? Explain.

 

Q2. Give an overview of the case.

CASE STUDY (20 Marks)

What really makes a mediator effective? Are the skills you use as a mediator the same as others? Do you try to specifically do certain actions while also avoiding others? The above questions are some of the ones I am exploring while I conduct my doctoral research at Griffith University Law School on nonverbal communication and mediators. The first question, I argue, has already been answered in multiple research studies, I am simply (well not that simple) delving deeper into the issue from the nonverbal communication perspective. After reviewing the studies, I determined three skills contained were frequently mentioned while many other skills fit within these three. The three are: developing rapport, building trust, and displaying professionalism. For my research, I argue that: 1) Each (rapport, trust, professionalism) is created primarily through nonverbal communication and 2) The mediator’s introduction is a critical moment where each of the three are observable based on the mediator’s actions. An issue that arises is the complexity of mediation, the existence of various mediation models, and the vast amount of personal styles of the individual mediator makes it burdensome for a research to try and identify specific actions, verbal or nonverbal, used by mediators. Luckily, research in nonverbal communication corresponding with rapport, trust, and professionalism along with research in conflict resolution has provided a great starting block. The other building blocks of effective mediators in my research are offered through three studies. First, a survey of almost 400 mediators worldwide provided both quantitative and qualitative data giving insight into a variety of topics related to nonverbal communication. Examples include specific actions a mediator does to build rapport with the parties (hint: eye contact is very important); the choice of clothing by a mediator depends greatly on the context of the mediation session; what type of room design does a mediator prefer and if the context matters; nonverbal Communication and the mediator’s introduction is viewed as being very important; and if the gender of the party matters if the mediator is going to shake their hand when greeting them. Second, if the first study looks at what mediators think, I wanted to next find out what they are being taught. For this, I engaged in ethnographic interviews of mediation trainers and professors to find out how mediators are being taught nonverbal communication, rapport, trust, and professionalism. The information, and admittedly my opinion is very biased, is incredibly interesting where you will find yourself nodding your head (nonverbal communication pun intended!) while at other times the comments offered by the trainers and professors you will find surprising.

Answer the following question.

 

Q1. What really makes a mediator effective? Discuss.

 

Q2. Give your views on the case.

Discuss the benefits of keeping staff engaged.

 

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