Health and Social Sciences BSC

Module name: Preparing for

Success: Knowledge

Module number: FY026

Assignment Title: Effective

Communication

Student ID: 21917648

Submission Date: 23.03.2020

 Effective Communication

How communication is carried out in an organization determines the productivity of an

organization. Effective communication is achieved when information is relayed in a way

that gets the message intended across to the recipient. Communication is the determinant

of the relationships an organization will have within itself and with outsiders. Through

mastery of effective communication, and analyzing the problem using Driscoll's reflective

method, an organization can arrive at solutions that are specific to their issues.

 An organization that masters the art of communication is assured of success in its

endeavors. However, for communication to be effective, there has to be the fulfillment of

several conditions including developing listening skills, ability to make and read non-

verbal cues, ensuring clarity of the message being passed, and exuding confidence through

your communication while remaining respectful and open-mindedness during the quest to

find solutions (Kelvin-Iloafu 2016). Through the implementation of effective

communication, an individual or organization can adapt and achieve its maximum

potentials. At the same time, create offering spot-on solutions to problems faced.

 During my internship at Company X (online shop), there arose a crisis created by a

breakdown in communication during the processing of a customer's order. This mix-up

affected the company's online reviews, and for a month, sales were affected. By hiring a

PR expert who retrained all the staff to ensure that every member of the team is retrained

immediately after the refresher course, communication improved drastically within and

outside the organization, and since the employees were motivated by how information was

passed respectfully.
 Through the use of Driscoll's method of reflection, the problem facing Company X

was solved effectively. Driscoll's approach of using already-set questions ensures the

individual employing its use of effectiveness since the question help the respondent to

make the solution arrived at specific to the problems faced (Nunn 4). In the case of

Company X, the use of 'why' and 'what' questions that the PR team hired to learn what the

issue was. It was discovered that the management's refusal to promote deserving

employees had created a rift between the employees and leadership and a subconscious

resistance to following instructions handed to them. Through the trigger questions used, an

action plan is arrived at and through which the problems facing the organization or

individual are addressed and permanent solutions sought for.

Experiences affect the decision-making process of the individuals involved. In

other case, during the time I was employed in a casino, the chain of communication was

compromised due to infection of the firm's computers with malware as a result client's

information and payment details were mixed up. As a result, most clients who gambled at

the casino started raising complaints. Also, wins were awarded to the wrong players. As a

result, the casino faced lawsuits about huge losses by customers. Also, most customers felt

that the casino was defrauding them. This resulted in public outcry and protests calling for

the casino's closure and suspension of all the staff members who were on duty over the

period when the cases occurred.

There were signs of miscommunication, mainly with the clients who I had been in

charge of and whose gambling and other game-playing frequency I was conversant with.

Out of concern, I decided to locate the cause of the problem. On follow-up, I discovered

that most of the casino's computer systems had malwares on them, hence the initial

challenge of gambling machines awarding money to losers instead of the rightful winners.
Inexperienced and new hires at the casino were unaware of the ongoing crisis and,

therefore, did not report the cases to the management.

I felt the need to correct the errors and communicate with the casino's management

so that the right actions could be taken. I started a manual reboot of the main server and

started cross-checking the casino's record for the past one week. I also notified my

workmates on the possibility of a mix-up and suggested that they should oversee all

activities in the casino manually as the organization contacted a technician. Additionally,

my colleagues' response in handling the situation helped in tackling the problem before a

permanent solution was found. Looking back, I feel that this move helped to save the

casino from hefty fines and loss through lawsuits. Even after the issue was solved, I

recommended to all staff members to always do a manual follow-up on the client's

activities to ensure that such challenges are mitigated earlier in the future.

Through the events, there arose a need at the casino to hire a permanent IT

technician who will run security check-ups from time to time. Additionally, the

organization created an IT department and initiated a bi-weekly meeting between the

department's team leader and the casino's manager to ensure that lack of effective

communication does not affect the firm in the future. In the process, I noticed a critical

analysis of situations, swift communication, and staying calm during a crisis to be among

the strengths of my personality.

Even though the measures were taken, the court ordered the casino to be shut for

two weeks as investigations were ongoing. The court also ordered the organization to take

responsibility and refund clients who were inconvenienced by the malware infection and

lack of effective communication and swift action. Had I chosen to remain silent regarding

the said crisis, there would have been irreparable damage to the clients and the public

image of the casino.  Due to the situation, there was a handbook written by the casino
providing clear directions on protocols to be followed to ensure that there are no cases of a

breakdown in communication.

Communication is a vital measuring stick through which an organization's future

can be determined. A breakdown of the same will lead to failure in achieving the

organizational goals. With the use of Driscoll's method, the dangers can be neutralized and

avoided in the future. The use of 'what' questions in tackling the issues ensures that the

solutions found are specific to the problems faced by the particular organization and

therefore will galvanize the organization from facing the same issues for some time.

In conclusion, my decision-making process was affected due to miscommunication,

in turn causing a mismatch between the client's information, game management, and

outcomes. These events led to the casino's two-week closure. Upon reflection, I have

learned of the need to make rational decisions when faced with adversity. Also, the need

for and importance of communication in an organization was stressed through this event.
 Reference List
Kelvin-Iloafu, L.E., 2016. The Role of Effective Communication in Strategic

Management of Organizations. International Journal of Humanities and Social

Science, 6(12), pp.93-99. Available from:

https://www.researchgate.net/publication/327212629_THE_ROLE_OF_EFFECTIVE_CO

MMUNICATION_IN_STRTEGIC_MANAGEMENT_OF_ORGANIZATIONS

Nunn, C.S., 2012. A reflection on a project to introduce self-medication in an acute

medical ward. International Practice Development Journal, 2(2). Available from:

https://www.fons.org/Resources/Documents/Journal/Vol2No2/IDPJ_0202_10.pdf