Analysis of key information and knowledge requirements for a range of stakeholders within different organizations

Answer

Section 1

Analysis of key information and knowledge requirements for a range of stakeholders within different organizations

 Needs of a range of internal and external stakeholders

A stakeholder is regarded as an individual who has something of interest regarding loss or gain through the outcomes of a program, project, or planning process (Cennamo, Berrone, Cruz, Gomez‐Mejia, 2012). Internal stakeholders are individuals in the management, designers, purchasing, marketing experts, manufacturing, assembly, and sales. External stakeholders, on the other hand, are the customers, distributors, communities, suppliers, governments, laws, and regulations. The stakeholders’ needs may include:

• Perceived needs are needs based on a person's knowledge that something is wrong or that something is lacking, and some improvements can be made.
• Real needs are needs that are conditioned by the context in which individuals live. For instance, a generic need can be the ability to identify the infectious diseases easily.
• Expressed needs are needs that originate from perceived needs as generic actions and constraints, and are typically prioritized. For example, where a primary concern is safety, the expressed need of protection of the operator against any contamination will be prioritized over other expressed needs like assisting in the execution of tests.
• Retained needs are needs selected from the expressed needs.  The retained needs enhance the consideration of potential solutions.
• Specified needs refer to the translation of the stakeholder needs to act for the views of the supplier while taking into account the preferred, potential, and feasible solutions.
• Realized needs are the needs that relate to the product, service, or enterprise realized, bearing in mind every specified need, and thus, the retained needs (Treweek, Oxman, Alderson, Bossuyt, Brandt, Brożek, Alonso-Coello, 2013).

The importance of organizational performance data and information

The organizational performance data and the information is a critical part of an organization's operations because it provides the ground upon which the performance of the organization can be assessed, and predictions of the future of the company can be drawn. The information is also integral in communicating with the end users more so if the organization requires feedback from the customers regularly (Chen, Chiang, Storey, 2012). 

The importance of information on staffing levels and staffing needs

Staffing level refers to having the right personnel as staff in the right place and at the right time. The information on the staffing levels and staffing needs is significant in enhancing the safety of operations and health of the workers (Chen, Chiang, Storey, 2012). Besides, the information is integral in planning and implementing new projects as it helps in determining appropriate staffing levels in the new projects.

Activity-Services knowledge

The knowledge on activity and services of an organization is significant in developing plans to promote the organization and its services by communicating the key messages relevant stakeholders and evaluating how effective is a given promotional activity (Chen, Chiang, Storey, 2012).

 Sources of information and expertise

To evaluate relevance and authenticity of a print source of information and the expertise of authors of such sources of information about an organization, the stakeholder has to investigate the type and level of education of the authors, what else they have written and their work (Chen, Chiang, Storey, 2012). In addition, the source has to be up-to-date since the accuracy of the information from the source is affected by the date of its publication. Moreover, one has to identify the publisher and verify if they have biased publishing policies that may affect the original content of the source (Chen, Chiang, Storey, 2012). Finally, consider the views of the reviewers of the source to evaluate the source and the expertise of the authors.

Explain the systems used for communicating key information and knowledge to stakeholders 

Communication systems are the various processes by which information is passed from one stakeholder to another or between managers and employees within an organization, or between the organization itself and external stakeholders. These systems of communication may include;

• Policies and procedures- are guidelines and standards that inform the stakeholders of their roles in protecting the Information, Communication and Technology facilities, programs, services and data from all forms of threats, whether internal or external, whether deliberate or accidental (Robbins, Judge, Millett, Boyle, 2013). For example, staff electronic messaging policy is an organizational policy that regulates the messaging services of staff by informing them of the manner and extent of use of the service and creating awareness of the consequences of infringement. 
• Meeting and briefings: meetings and briefings are formal gatherings among stakeholders organized to deliberate on issues affecting the organization or to convey information to stakeholders (Robbins, Judge, Millett, Boyle, 2013). For instance, general organizational decisions and plans are discussed and arrived at in meetings involving relevant stakeholders.
• Emails: is a system of exchanging digital messages among stakeholders across the Internet or other computer networks (Robbins, Judge, Millett, Boyle, 2013). This system of communication is the fastest means of communication and can be used to communicate with multiple stakeholders at the same time.
• Newsletters: these are regularly distributed publications that normally address one main topic of interest of the organization to its stakeholders. For example, newsletters are distributed at health facilities to inform the public or community about things that happen in that facility (Robbins, Judge, Millett, Boyle, 2013). Generally, these are written forms of communication normally done on paper and transmitted manually through post or office messengers to the intended stakeholders.
• Interviews and appraisals: appraisal interview is a two-way communication process in which both parties make inputs into the process (Robbins, Judge, Millett, Boyle, 2013). It involves communication between an employee and manager in discussing job expectations, work performance of the employee and possible areas of growth for the employee.
• Presentation: is a verbal way of communication that is assisted by audiovisual cues through demonstration or speech meant to inform individuals (Robbins, Judge, Millett, Boyle, 2013). For example, a presentation is a well-practiced method in a formal meeting.
• Training: is a system of communication that involves passing of technical knowledge or intellectual information that relate to specific useful competencies leading to professional development (Robbins, Judge, Millett, Boyle, 2013).
•  Information documents: these are written, presented, recorded or drawn a representation of thoughts that can be used to pass information relevant to the recorded thoughts to organizational stakeholders (Robbins, Judge, Millett, Boyle, 2013).
• Intranets and Websites: An organization's intranet and website posit an integral point of access to all the information about the organization and details of their operations and services (Robbins, Judge, Millett, Boyle, 2013). 
• Social Media channels: this is a computer-mediated tool that enables people to create, share and exchange, ideas, information and pictures in virtual communities and networks (Robbins, Judge, Millett, Boyle, 2013).

Analysis of potential barriers to effective workplace communication

Barriers to effective communication are factors that hinder effective communication. 

Verbal communication methods and styles – methods and styles of verbal communication may be communication barriers by distorting the intended message or rendering the message irrelevant for the intended audience (Scollon, Scollon, Jones, 2011). For instance, a wrong tone selection voiced in a rapping style may sound inappropriate in passing information in a formal interview thus hindering communication. Besides, inappropriate tonal values and thwacking styles of communication may deprive the message of its clarity hence hampering the communication process.

• Non-verbal communication methods-non-verbal communication methods may posit barriers if not correctly interpreted (Scollon, Scollon, Jones, 2011). For example, some body languages such as gestures, postures, and touch do not have specific meanings and can be misinterpreted leading to distortion of the message. Therefore, inappropriate interpretation of communication method is a potential communication barrier.
• Written messages methods and styles- method and style of writing determine the clarity of the message being communicated. If the writer employs a unique method of writing that the reader is not conversant with, communication will not take place (Scollon, Scollon, Jones, 2011). Besides, when the handwriting style is so sketchy and unreadable, the clarity of the message is compromised hence barring communication.
• The benefits of using modern technology – benefits of modern technology such mobile phones promote distractions through calls, chatting on Facebook and WhatsApp that can be barriers to effective communication by distracting the attention of individuals during a communication process (Scollon, Scollon, Jones, 2011). For instance, when addressing an audience who receives a phone call or Facebook alert, the individual’s attention will be distracted from the message being communicated to respond to the alert.
• Interpersonal relationship issues- interpersonal relationships is critical in fostering good communication among employees (Scollon, Scollon, Jones, 2011). When constrained, interpersonal conflict sets in that significantly hamper communication among the conflicting individuals.
• Equality and diversity issues – equality and diversity among employees is critical in ensuring inclusion and cooperation performance (Scollon, Scollon, Jones, 2011). However, when issues like inequality and discrimination set in, there exist divisions among individuals and lack of willingness to interact freely thus, hampering communication among employees.

Section 2

Evaluate how communication in organizations is influenced by values and cultural factors

Values refer to the fundamental beliefs of a people that forms the basis of their decision making. On the other hand, culture is a set of values that are well-practiced in a society (Ting-Toomey, 2012). Culture and communication are inseparable since culture is learned through communication from one generation to another. Cultural differences influence communication and information sharing in an organization.

The range of diverse groups, which can be found in the workplace

The diverse groups found in the workplace ranges from locals of different ethnic and tribal backgrounds to across border individuals of different racial, ethnic and tribal backgrounds (Ting-Toomey, 2012). It can further be divided into gender lines as females and males.

• Language

Language is the most critical tool of communication that provides the ground for the manifestation of cultural differences (Ting-Toomey, 2012). All countries have different languages. Therefore, it is necessary to have knowledge of languages of different countries to achieve a better understanding of different cultures. Knowledge of cross-cultural languages is integral in fostering intercultural communication.

• Customs

Customs of a community play a significant role in developing the culture of that particular community that intern influence communication as described above (Ting-Toomey, 2012). Cross-cultural differences occur in customs and saving faces.

 Beliefs

Beliefs of a people constitute the values of that community that determine their decision-making. A set of these values then constitutes the culture that finally induces intercultural communication and cross-cultural differences (Ting-Toomey, 2012).

The type of organizational culture in place

The organizational culture may significantly communication in the organization when it is grounded in the organizational policies. For example, in an organization whose cultural practices prohibit the use of vernacular languages within the organization will significantly impact on monolingual stakeholders who can only converse in their vernacular language.

Explain how technology can be used to benefit as well as hinder the communication process

Technology posits the fastest medium of communication. Use of technology has rendered the work in a competitive environment indispensable for managers (Wu, Tran, Lo, O’Leary, Morra, Quan, Perrier, 2012).

Benefits

• Speed of communication

Technology has ensured a fast transmission of and response to messages (Wu, Tran, Lo, O’Leary, Morra, Quan, Perrier, 2012). Use of technology promotes operational efficiency by overcoming physical barriers in communication through fastest transmission of messages.

• Range of communication channels

Technology has availed a wide range of communication channels thereby offering options for an organization or individuals to choose the most appropriate channel for particular information and audience.

• Record keeping / tracking

Technology has benefited the communication process by ensuring safe storage of data and information as well as providing resource about particular information required.

• Language used e.g. “text speak” / “email grammar

Technology has improved the quality of written language through grammar check to ensure effective communication (Wu, Tran, Lo, O’Leary, Morra, Quan, Perrier, 2012).

How technology can hinder communication

Inappropriate choice of the medium may distort the core information in the message (Wu, Tran, Lo, O’Leary, Morra, Quan, Perrier, 2012). It may also promote misrepresentation of fact and malpractices in the organization.

Explain how policies and procedures can impact on the communication processes

A policy is a set of purpose, principles and rules of action that guiding an organization

• Positive / negative impact of policies and procedures which are too rigid/restrictive or too lax/vague

Policies and procedures may promote communication process by fostering interpersonal relationships among employees making the free with each other (Hu, Dinev, Hart, Cooke, 2012). For instance, an organizational policy may promote open network communication thus employees can communicate their views without the much formal network. Policy and procedures may also have a negative impact on communication when they rigidly restrict employees from using the organizational network or accessing the organizational website (Hu, Dinev, Hart, Cooke, 2012). When policies and procedures are too vague, they may hamper the freedom of speech of individuals making such individuals refrain from dispensing some information in fear of misinterpretation of the vague policy against them.

• Impact of whole-organization policies and procedures that are not suitable for some areas in the organization – for example in customer-contact areas as compared to administration departments

Some organizational policies and procedures bar certain members in the management departments from disseminating information to customers, thus, negatively affect the communication process between the stakeholders (Hu, Dinev, Hart, Cooke, 2012).

Section 3

Effectiveness of own communication skill

Personnel communication skills are critical for any organization. To work effectively with others, I strive to be an effective communicator.

 Oral, written, audio-visual, electronic communication

My verbal skill of communication include the use of standard terminology when communicating information, always request, and provide clarification when needed. Besides, I ensure statements are direct and unambiguous and normally use nonverbal communication appropriately.

My written skills of communication include relaying information clearly by ensuring god writing, clarity, completeness of sentences, well-coordinated information from one paragraph to another and making sure all the information need are given in simple and standard language.

Similarly, my audio-visual skill of communication includes proper coordination of presentation, clear tonal value and attractive self-presentation. I use appropriate body gestures and body language to pass the information. My electronic communication skill is grounded on my vast knowledge of the use of information and technology like computers and phones.

 Formal and informal communications

Am skilled in using the right words in the right context and very sensitive to my audience needs.  

• Ability to manager and-or contributes to meetings
• Am highly efficient in generating innovative and prudent ideas in meeting towards getting solutions to problems.
• Use of body language

Body language is very effective way of communication. From this area of communication skills, am efficient in changing my facial expressions to communicate my seriousness on a topic and use gestures to draw the attention of my listeners.

 Use of social media channels

This area of communication skill promotes communication to a large mass of individuals effectively. However, my skills in this area are wanting.

• Feedback from colleagues and managers

For effective communication to take place messages conveyed must get feedback. In this area of communication skill, am a good listener with a lot of patience with individuals from whom I need feedbacks.

Apply theories of interpersonal communication to oneself

Perceptional variety and behavioral difference induce different method and theory of communication.

• Attribution theory

This theory posits that controllable and intentional attributions whether it is an achievement or failure, an aggressive act or stigmatizing condition are more likely to induce responses of anger and reprimand or neglect, whereas unintentional and uncontrollable attributions are more likely to induce sympathy and offers of assistance.

To apply this theory, I use my emotional intelligence and evaluate the circumstances surrounding individual act and react accordingly.

• Expectancy-value model

The theory focuses on the relationship between beliefs and attitude towards an object. I apply this theory by appreciating social influence in the change of attitude.

• Uncertainty reduction model

The theory posits that people intend to reduce uncertainty in a relationship through understanding and knowledge.

 I apply this theory by effectively examining new colleagues and friends by communicating with them to gain knowledge and understanding about them.

• Social network theory

This theory focuses on how people, groups or organizations interact with others within their networks. I apply this theory in being sensitive to emotional feelings of others during my interaction with them.

Request feedback from others on own interpersonal communication skills

The following feedback requests have been made from others; I use my interpersonal communication skills in written communication to request written feedback, oral communication skill to request oral feedback, formal communication skills to request a formal feedback and informal communication skills to request informal feedback.

Plan own personal development to improve own communication skills, based on feedback from others

Objectives 

To improve my listening skills

Stages 1: I will identify the objective of the communication development planning. My purpose here is to achieve strong listening skills as this aspect is poor based on the feedback from others.

Stage 2: I will identify and define the right environment to enhance receptive power of hearing

Stage 3: I will locate and collect the relevant resources to develop my listening skills e.g. materials to resource the information about effective listening that will include; internet and writing materials

Stage 4: I will identify the barriers to effective listening and outline mitigation measures.

Stage 5: I will identify the listening skills relevant to effective listening and how people use such skills.

Stage 6: I will develop the communication action plan at this stage.

Stage 7: The feedback of the planning applications will be scrutinized to define the problem and redefine the action to improve listening skills.

Section 4

Carry out a Communications Audit

Apply theories of organizational communication

These include:

• Attraction –selection-attrition framework

The theory posits that the development of communication skills is based on the psychology of individuals in the organization (Shockley-Zalabak, 2011). It can, therefore, be applied in the use of psychological preferences of employees of an organization to construct communication practices of the organization.

• contingency theories

This theory posits that the communication in an organization depends on the attitudes of the organization for their employees (Shockley-Zalabak, 2011). It is applied by an organization to identify the ways by which the employees prefer to be communicated to.

• Groupthink

The theory advocates that it is necessary for the organization to develop a communication system to introduce communication by considering the group thinking of the employees apart from the preference of the authority (Shockley-Zalabak, 2011). It is applied in the formulation of strategies by considering communication method preference of employees.

• social network theory

This theory presents social relationships concerning nodes and ties (Shockley-Zalabak, 2011). It is applied in examining how organizations relate to each other.

Carry out a communications audit

• Carried out an audit of the communications situation in your selected area

Communication audit will be carried out on Tesco, a retail chain shop in the region.

• Evaluated the communications systems and processes

The evaluated communication systems and process posits that 90% of employees understand the system of authority while 10% claimed the communication process is complex with little coordination in their direction.

• Evaluated the effect of policies and procedures

Policies and procedures made upward communication tedious for 88% of employees and thus discouraged many employees from initiating this kind of communication.

 Reflected on the effectiveness of the above

The policies and procedures were found to be less effective in promoting internal communication as they posed more protocol restrictions on employees.

Create a plan to improve workplace communications

A communication plan to improving upward and downward communication in the organization

 Objectives: 

To improve upward and downward communication in health organization

To review organizational policies and procedures to enhance upward communication

• Change to methods

The method of upward communication that involves a lot of protocols to be reviewed and changed to allow ease of access to information.

 System policies and procedures

The organizational policies and procedures that have posited complexities in vertical communication to be reviewed and restructured to promote vertical information mobility.

• Training and development

Employees to be trained on the upward communication skills through internal seminars

• Resources

This plan will require the support of all employees in deliberating on issues of concern regarding the changes anticipated.

Financial support will be needed to facilitate the training programs of employees. This funding will be sourced from the organization and employees through training registration fees.

Physical support from all the stakeholders in the organization of the implementation of the plan will be highly needed.

Identify measures to evaluate the success of the plan to improve workplace communications

• Roles and responsibilities for successful implementation
• Executive Steering Team- has a role and responsibility to share information with the organization managers about the plan including intent, methodology and expected results and emphasize the need for their participation.
• The managers- Share the information with all employees about the planned initiative to secure their support for the process.
• The HR- will be responsible for organizing the resources required for the successful the implementation
• Stage review activities

Stage 1; the organization will give the feedbacks of the application of the new communication planning.

Stage 2; the generation of valid information regarding the effectiveness of the process will be assessed here.

 Stage 3; evaluation of the information generated from the feedback of the application of the communication planning through the comparison of the result with the standard result.

Stage 4; identification of the pitfalls of the planning from the analysis and will be rectified to establish the success of the communication process.

• Outcomes to achieve

The outcomes be achieved by the plan is enforced relevant and significant changes in the system policies and procedures that hinder communication to improve upward communication by removing restrictive barriers.

Reflective Statement

Provide a brief summary of the main learning points gained from this assignment (maximum 100 words).

In conclusion, effective communication is significant in achieving the success and objectives of an organization. The system policies and procedures can greatly hamper communication process. Hence, this communication planning will significantly contribute to the success of the organization.

Communication management is a critical area of organizational management. While selecting any system or method of communication management, the organization must consider employee preferences and their cross-cultural differences of information. Hence, an effective communication can bring organizational success and increase positive motivation in workplace trough communication strategies formulated with due consideration of internal and external facts and forces.