Competency: Managing Communication

James Halpin of CompUSA

Case Study Presentation

Unit: MBA435 (OB)PresentersMrs. Lanieta Tagicakibau, S11027969 Ms. Sulita Vunitabua, S99001160Mrs. Kelera Vuli Whippy, S95008206

• .

CompUSA – was founded in 1984 as a Soft Warehouse in Addison Texas, a

Northern suburb of Dellars, Texas, by Errol Jacobson and Michael

Henocchowicz. The company began national expansion in 1985 with its first megastore opening in Atlanta Georgia.

In 1991 under the direction of CEO Nathan P.Morton the company became publicly traded on the New York Stock

exchange. While under Morton leadership, CompUSA grew to over

$2billion in revenues

Morton resigned in 1993 after falling out with Board of Directors. (BOD)

The company employed more than 20,000 employees with more than 200 computer

outlet store in the major metropolitan market in the US. Follow ethical norms

professional standard conduct – CompUSA fires employees if they are lying.

The case is about a business organisation that sells personal computer related

products in the US market. It is one of the largest retailer & seller of computer related

products and services across the US. -brainstorming, focus more on oral

communication, installation of moral management by fostering ethical attitude in

the organisation

BRIEF OVERVIEW OF CompUSA

Differentiate between oral and written communication

(Advantages& Disadvantages)

Identify competencies and impacts of oral

communication in organisation

List common barriers to effective communication and

study the ethical values in relation to communication

Cite two examples in relation to case study

OBJECTIVES

Practices Informal Communication -More verbal than written

communication

Maintain high ethical standard

Wheel to All channel communication network

Manager creates a work environment that is conducive to the workers and no confidentiality of

information.

Effective management of communication results in high efficiency

The method used may have some degree of disadvantage to the organisation.

Source: www.saigontech.edu.vn/faculty/.../OB/Robbins_OB13_INS_PPT11.ppt

TYPES OF NETWORKS

Criteria Chain Wheel All Channel

Speed Moderate Fast Fast

Accuracy High High Moderate

Emergence of a leader Moderate High None

Member satisfaction Moderate Low High

Issues

Observed from

Case Study

Differentiate between Oral and Written

Source: http://hosbeg.com/oral-communication-advantages-and-disadvantages-of-oral-communication/

oral communication

transfer of information verbally or by word of mouth. Oral communication

ranks amongst the most common forms of communication

meetings, telephone calls, lectures, oral presentations, interviews, oral briefing, public

address, discussions, etc.

written communication

communication in which transfer of information from one party to another

is done in a written form. most significant means of communication in any organization in the business world.

newsletters, memos, books, articles, circulars, reports, posters, notices,

etc.

Source: Written Communication: Advantages and Disadvantages of Written Communicationhttp://hosbeg.com/written-communication-advantages-and-disadvantages-of-written-communication/

Advantages

- permanent records

- strengthens and clarifies a verbal message

-making references.

-defense during legal issues.

-more reliable

-carries more weight and validity than spoken words.

-permanent records

-more precise

-stored for analysis

-better understanding

-easily disseminated to recipients that are in different locations.

Disadvantages

- time consuming

-limited to people who have sight

-not flexible.

rigid means of communication

-feedback is not immediate

-Poor writing skills

-expensive to produce and to disseminate.

- Illiterate person and understanding message

Written Communication (Advantages& Disadvantages)

Source: Written Communication: Advantages and Disadvantages of Written Communicationhttp://hosbeg.com/written-communication-advantages-and-disadvantages-of-written-communication/

Advantages

- for instant feedback

-the most effective means of communication

-very easy and simple

- avoids time wasting

-transmission of very private and confidential information

-cheaper means

-to persuade or motivate people

-be quite flexible

-can easily identify his or her mistakes and correct them

Disadvantages

- leaves behind no permanent record

- barriers

receiver might misunderstand

ORAL Communication (Advantages& Disadvantages)

Identify Impacts of Oral & WRITTEN

Communication

Oral

- raises the productivity awareness amongst employees

- engages the audiences psychologically

-spontaneous

- Form of inter-personal communication

-highly subjective

- Conventional and indirect

- Body language

- Critical listening

Written

- Planned and deliberate

- Objective

- less personal

- Precise and direct

- Validated by the authors credibility

- chosen with greater deliberation & thought

http://smallbusiness.chron.com/oral-communication-occur-business-2833.html

6 Criteria of Competencies1. Flexibility2. Involvement3. Management4. Empathy5. Effectiveness6. Appropriateness

List common barriers to effective communication and

Source::

1. Cultural differences

2. Language / words / accent / dialect

3. Background noise

4. Semantic background (eg –when two people have different meanings of the same word which

5. can cause misunderstanding & can usually lead to conflicts)

Ethical values in relation to communication

1. Patience

2. • Calm

3. • Respect

4. • Integrity

EXAMPLE OF INFORMAL: MCDONALDS

Brief

Overview

• An example of “informal/Flexible” organization, Anas Khan, Riad Khan, (2011) –” Informal Comm Styles Benefit McDonalds & Ford: The Way Forward in an Era of Social Networking”

• 34,480 restaurants in 119 countries (US, Europe, Asia Pacific, Middle East, Africa). Serving 60 million customers daily (Source: McDonald Corporation 2012 Annual Report)

• Merrill Pereyra (Expand your Brand), Senior Executive Operations – Fiji, Samoa also confirmed oral/informal/flexible comm

• Source: http://www.themessengergroup.com.au/shop/business/1099-2/

Work Environment; Culture, values

• Open channel of communication (wheel to all channel)

• Open door policy

• Transparency, loyalty, teamwork, Sharing of ideas

• Telephone line reserved for staff

• Station M, online social networking site

• People Development Programme

• Boardroom to Crew Room

• PAL

The Importance of Oral Communication in a Pacific Island Countries' Context, Journal of American Academy of Business, Cambridge

Results & Findings Mode of Communication in PIC (9 countries)

Preferred Mode %

Oral 39.2%

Statements 30.7%

Reports 30.1%

Source: http://search.proquest.com/abiglobal/textgraphic/222836997/TextPlusGraphics/D12875F84FD6436BPQ/5/2?accountid=28103

Ethnic/Culture Oral % Written%

Melanesian 44.2 55.8

Polynesian/Micronesian

30.5 69.5

Financial Focus Prefer Oral % Prefer Written%

Core Financial 45.4 54.6

Partial Financial 29.4 70.6

Non Financial Virtue

68.2 31.8

Non Financial Duty

40.9 59.1

FORMAL COMMUNICATION PROTOCOLS: MINISTRY OF AGRICULTURE

Brief Overview

• 5 Divisions in the West - headed by PAO/PRO level

• 75 staffs (Extension Division alone – from Rakirakito Sigatoka) – Admin

• Formal Organisation General Order (2011) –Chapter 11 –

• Current Status - 100% written (record purposes for follow-ups)

• Achievement Award – SEA/SFCCO Report 2013

• Process of decentralisation of admin and accounts

Eg. Of Work Programmes, Values and Culture

• Monday Briefs/Monthly/Quarterly Briefs, Consultations/Regular Visitations/Talanoa Sessions

• Encourage frank, two-way communication throughout the organization through regular informal office visits, discussion with staffs at all levels

• Training & Development

• Open Door Policy

• Change of individual office to work stations -currently under process

• PLACES HIGH SIGNIFICANCE OF EVIDENCE/RECORD/WRITTEN/FORMAL

Summarized Preference

%

Oral 40%

Written 60%

Source: http://search.proquest.com/abiglobal/textgraphic/222836997/TextPlusGraphics/D12875F84FD6436BPQ/5/2?accountid=28103

The Importance of Oral Communication in a Pacific Island Countries' Context, Journal of American Academy of Business, Cambridge

Users/Preparers

Prefer Oral %

Prefer Written %

Users 45.9 54.1

Preparers 29.6 70.4

Recommendations-Find balance (appropriate) between oral and written: Form of convergence for communication preference

-Training & Development – Managers (Managing Communication-Competencies)

- Conducive work environment - Stronger relationship between open workstation environment and work-related FTF communication with high collaboration opportunities - eg. Agriculture Ministry (West)

(Source: http://books.google.com.fj/books/about/Designing_the_Workplace_to_Promote_Commu.html?id=VeMYYAAACAAJ&redir_esc=y)

CONCLUSION

1. High Richness Model

2. Competency

3. Find appropriate balance

BIBLIOGRAPHY• Anas Khan, Riad Khan, (2011) "Informal communication styles benefit McDonald's and Ford: The way ahead in an

era of social networking“ [HTML document]. Resource Management International Digest, Vol. 19 Iss: 7, pp.27 - 29 . Retrieved [01.04.’14] from the World Wide Web, http://www.emeraldinsight.com/journals.htm?articleid=1958608

• Grey, Justin (2011) “How McDonalds failed in Fiji - then fixed it” [HTML document]. Retrieved [01.04.’14] from the World Wide Web, http://www.mybusiness.com.au/marketing/how-mcdonalds-failed-in-fiji-then-fixed-it]

• Martin, Kathy (2014) “McDonald’s reports Fourth Quarter and Full Year 2013 Results” [HTML document]. WSJAsiaPRESS RELEASE. Retrieved [01.04.’14] from the World Wide Web, http:// www.mcdonalds.com

• Brown, Alistair M ; Tower, Greg ; Taplin, Ross (2005) “The Importance of Oral Communication in a Pacific Island Countries' Context” [HTML document]. Journal of American Academy of Business, Cambridge 7.2 : 133-140. Retrieved [01.04.’14] from the World Wide Web, http://search.proquest.com/abiglobal/textgraphic/222836997/TextPlusGraphics/D12875F84FD6436BPQ/5/2?accountid=28103

• Stryker, B. James (2004) “Designing the Workplace to Promote Communication: The Effect of Collaboration Opportunity on Face-To-Face Communication in R&D Project Teams” [HTML document]. Retrieved [01.04.’14] from the World Wide Web,

• Kojo, Enoch, (2013) “Oral Communication: Disadvantages and Advantages of Oral Communication” [HTML document]. Retrieved [04.04.’14] from the World Wide Web, http://hosbeg.com/oral-communication-advantages-and-disadvantages-of-oral-communication