Managing Communication
Task 1: Research
Communication Audit: A communication audit is a thorough evaluation of an organization’s ability to transfer information. This type of audit can be performed to evaluate an organization 's external or internal communication capabilities. The purpose of a communication audit is to uncover the strengths and weaknesses within the various stages of the information transfer – whether occurring directly within the company itself, or with its clients or stakeholders. Chosen Organization for Communication Audit: For the communication audit, I have selected a Call centre for telecommunication services based in Wythenshawe Manchester. Explanation for all questions in Task 1 is given below. a) How the organisation communicates with stakeholders eg customer, employees (managers, operatives), shareholders, the Board, suppliers etc.
Stakeholder | Observation: Communication forms | Recommendations/Suggestions/Comments | Customers | Phone, email and web messenger for residential customers | It’s better to send out some formal letters regarding communication to especially elderly customers who are not familiar with technologies. | Board/Director | Formal meetings with managers in the office | Directors interaction with low rank employee to check the performance and working requirements | Employees | Group meetings, emails and phone through extensions. | Face to face counselling’s and individual feedback about the organization and workloads. | Suppliers | Email and phone | Visit to production house where all the devices are made to check the quality and quantity. |
b) The use of technology – how it is used to help communication and whether it also hinders communication
Whole office was using windows based Pc’s, there was one secure sever room, where all the client data was saved,
Communication Audit: A communication audit is a thorough evaluation of an organization’s ability to transfer information. This type of audit can be performed to evaluate an organization 's external or internal communication capabilities. The purpose of a communication audit is to uncover the strengths and weaknesses within the various stages of the information transfer – whether occurring directly within the company itself, or with its clients or stakeholders. Chosen Organization for Communication Audit: For the communication audit, I have selected a Call centre for telecommunication services based in Wythenshawe Manchester. Explanation for all questions in Task 1 is given below. a) How the organisation communicates with stakeholders eg customer, employees (managers, operatives), shareholders, the Board, suppliers etc.
Stakeholder | Observation: Communication forms | Recommendations/Suggestions/Comments | Customers | Phone, email and web messenger for residential customers | It’s better to send out some formal letters regarding communication to especially elderly customers who are not familiar with technologies. | Board/Director | Formal meetings with managers in the office | Directors interaction with low rank employee to check the performance and working requirements | Employees | Group meetings, emails and phone through extensions. | Face to face counselling’s and individual feedback about the organization and workloads. | Suppliers | Email and phone | Visit to production house where all the devices are made to check the quality and quantity. |
b) The use of technology – how it is used to help communication and whether it also hinders communication
Whole office was using windows based Pc’s, there was one secure sever room, where all the client data was saved,
References: * Joshua Riddle, 2007, ‘5 Things to Practice for Effective Communication Skills ‘, [www], available at http://workawesome.com/communication/effective-communication-skills * Evan car Michael, 2009,’ Communication skills and personal development plan ‘[WWW], available at http://www.evancarmichael.com/Home-Based-Business/4779/Communication-skills-and-personal-development-plan.html =============================================================