Case study questions
How did managerial communication play a major role in the turnaround strategy?
First I would let the executive management know that as a manager my communication between myself and the employees played a key role in ensuring the intended changes were achieved. Effective and efficient communication is a very vital factor in this respect. Robbins & Coutler (2016) suggest that managerial communication in an organization is key to determining the direction in which employees’ actions take.
I would let know that subsequently, my application of efficient communication enabled me to pass my objectives and goals to the employees in a manner that they understood and took in what I wanted them to do. I communicated my intentions to the employees and through this; I was able to influence their behaviors and their ultimate performance. I would let the management know that efficient communication entails clear instructions and proper explanation. In conclusion, to realize the increase in productivity, I enhanced the cooperation between myself and the employees through managerial communication.
What personal communication worked for you?
While trying to get the call center in order and bring back the previous level of performance and productivity, I applied oral and written forms of communication. The information about the incentives was formally and orally passed to the employees however to make it official, the same had to be in written form. Employees may not take seriously oral content and therefore written communication would need to be used as a backup.
The central aim of managerial communication is usually for clarification purposes; this prompted me to carefully choose which communication strategy would help me pass the information as desired, (Nothaft, 2010)
What general management areas needed attention?
Compensation; there was a need at Fastlink to create and adopt a compensation strategy for the employees that would help uplift their work morale. Besides an efficient pay structure, the company had required a motivation and a compensation system based on better performance metrics of the employees to ultimately boost performance.
Termination of contracts; Fastlink management notes that they are not willing to terminate the contracts of some employees who have “sacrificed” a lot for the company even if the same employees are causing a lot of trouble in the call center department subsequently leading to the reduction in the number of customers and fall in prices. I strongly believe, the management has the right to dismiss nonperforming employees and put in place those they think are competent enough to work to their advantage and that of the company. This is an area that I believe needs attention if productive operations are to be retained at Fastlink.
Administrative oversight; Fastlink company lacks formal organizational policies vital for administrative oversight. The poor organizational structure had provided an opportunity for some offensive bullies in technical support due to a lack of administrative procedures and processes that could have governed their conduct. I believe this is an area that also requires candid changes.
What were the top three managerial communication functional areas that were addressed?
Managerial communication helps managers communicate with their employees and as well among managers themselves. Managerial communication also helps in creating a smooth flow of information from managers to their employees to work towards a common goal.
I believe managerial communication helped to achieve the following;
- Information; managerial communication holds the idea of informing others of the intended changes in an organization. Managerial communication ensures that employees are well informed about the rules and procedures. Through managerial communication at Fastlink, I was able to duly inform the employees about the changes in wages and earnings. Better and efficient managerial communication had enabled the employees to complete their jobs effectively. Through this, I had made aware of my requirement for the sale of an annual internet contract.
Nautin (2014) has suggested that managerial communication also helps inform employees about organizational norms and culture. Through managerial communication, I was able to pass this information regarding the organizational culture thus solving the conflicts and problems in the call center department. Efficient transmission of information helps promote organizational culture entailing the code of conduct which needs to be followed by employees to avoid conflicts and solve if any.
- Motivating and Influencing
The coordination and passing of motivational ideas to the employees is a key function of managerial communication. I was able to get through to the employees to motivate them through the information relayed to them concerning the increments in their monthly earnings.
What criterion was used to identify the top three functions?
Through observation of the happenings around the prior information provided by the management during my interview, I was able to effectively apply the managerial communication into the three main functional areas which I believed required attention. From the information I had gathered, I realized the problems experienced partly resulted from the lack of motivation of the employees; this prompted me to apply the communication into one managerial area to motivate the employees. The other issue about the unruly and bully staff and the call center made me to subsequently use the managerial communication to inform the employees about the organizational code of conduct which needed to be followed by all the employees.
What channels, levels, and forms were used, and why?
The problem at Fastlink Company had required a more engaging channel of communication that would help in solving the problems as soon as possible to minimize the continued loss of revenue. It was, therefore, important to put into application the use of face to face dialogue with the employees; I believed this addressed the urgent nature which the changes required. Face to face dialogue also provided the employees the opportunity to air their grievances which they needed to be addressed.
This communication utilized oral and written forms of communication; oral communication is considered as more convincing as compared to other forms of communication while the written form indicated the official nature of nature. In conclusion, the communication had used a team communication where everyone freely discussed their issues and a solution found. I believed team communication also acted to ensure trust between myself and the employees.
What one action, or decision, made the biggest impact on the call center, and why?
The liberation of the call center was made possible through actions; the dismissal of some 40 employees who were considered troublesome, however the very one decision that gave a positive impact was the introduction of the hourly and the annual bonuses; this motivated the employees and made them feel like part of the company. Previously the employees had always felt that their hard work only enriched the owners of the business, however, the bonuses gave them the zeal to work harder since they now feel that their interests are also taken care of.
Ahmed, Z., Shields, F., White, R., & Wilbert, J. (2010). Managerial communication: The link between frontline leadership and organizational performance. Journal of Organizational Culture, Communications & Conflict, 14(1), 107-120.
Communication ROI study report: Capitalizing on effective communication (2009/2010). Towers and Watson. Watson Wyatt Worldwide Publisher. Retrieved from https://www.towerswatson.com/en/Insights/IC-Types/Survey-Research-Results/2009/12/20092010-Communication-ROI-Study-Report-Capitalizing-on-Effective-Communication.
Nautin, T. (2014). The aligned organization. From the Lean Management Enterprise.McKinsey & Company.
Nothhaft, H. (2010). Communication management as a second-order management function. Journal of Communication Management, 14(2), 127-140. doi:http://dx.doi.org/10.1108/13632541011034583
Robbins, S. P., & Coulter, M. (2016). Management (13th ed.). Boston, MA: Pearson
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