Communication and Management

Communication and Management

            Without communication, there is no management. Managers depend on effective communication to help them meet organizational goals. When managers do not take an intentional focus at communication, there is a possibility of miscommunication, and this can lead to errors in the organization’s processes (Mikkola & Valo 2019, p. 68). Therefore, as a new human resource manager, it is important to emphasize proper communication. Understanding the principles and methods of effective communication increases the chance of success among team members within the organization and helps to push the objectives of the organization forward. It also fosters strong and open communication with stakeholder – shareholders, suppliers, employees and customers.

Methods of Communication in Management

Internal communication in an organization can take many forms, but it is primarily either verbal or written. In the 21^st Century, it has become easy to send and receive information, making communication central to businesses that have also expanded their boundaries. There are several methods managers can employ to ensure effective communication;

Written Communication

            Written communication is inescapable in an organization. It involves the use of letters, emails, reports, short messages, and chat messages. Writing can be done on paper with a pen or electronically using computers. Writing is critical in an organization because every formal business communication and legal instructions must be written (Dasgupta, Suar & Singh 2013, p. 91). This form of communication is useful in the presentation of formal press releases, memos, formal business proposals, handbooks, brochures and contracts.  Managers use these methods to reach stakeholders of the organization at different levels, including investors, customers, the community and employees. They are most suitable when the manager needs to convey detailed instruction that cannot be articulated verbally. Social media has added many tools that can enhance written communication in an organization. The most common method, which can help a manager reach many employees at once, is the email. This is because email is inexpensive and easily accessible.

Verbal Communication

Verbal communication is the use of words to deliver a message. This can be accomplished face-to-face or over electronic devices. It can also be done between two people or in a group setting. Verbal communication is personal and often determines the relationship people have in the workplace (Mikkola & Valo 2019, p.  8). A manager should use verbal communication wherever possible. This is because the response to the message conveyed can be gauged from the receiver’s body language. The receiver can also understand the gravity of the message conveyed based on how it is said. Verbal face-to-face communication also encourages the active participation of both parties in the dialogue, which may not be possible when a manager uses email to reach out to all employees or other managers (Falkheimer et al. 2017, p. 97). Verbal communication can take the form of storytelling and crucial conversations. Managers can use stories, both formally and or informally, to communicate specific values. They can also use crucial conversations that are often important in high-stake communication. For instance, a manager can use it when presenting a business plan to potential investors and asking for more money. This conversation requires planning.

Methods of Communication to Apply At Marks & Spencer

As a human resource manager, the main focus in the organization is to organize personnel to maximize their productivity and ensure that each is working to achieve organizational goals. Communication is key in making people understand the direction they should go (Dasgupta, Suar & Singh 2013, p. 91). At Marks and Spencer, the human resource is diverse and scattered over a large geographical area. Communication in this situation can be difficult. However, there are communication strategies that can ensure that teams deliver the results expected.

Emails – emails can be used to relay messages instantly to all employees in all departments and locations of the store. This is efficient because the manager will only compose a single message and send to all employees. Apart from employees, emails can be used to reach out to other managers in other store locations to inform them of changes in policy or relay crucial information concerning the business.

Memos – Memos can also be used at Marks & Spencer to bring stakeholders’ attention to a problem within the organization that needs a solution. They are also great tools to communicate any changes in the organization and to announce meetings. Memos can be addressed to suppliers, customers and employees when the issue addressed affect all the stakeholders.

Meetings – Having recurring meetings with employees can increase their accountability and encourages verbal communication. Meetings will also provide a platform for employees to participate in the dialogue actively, this can help the HR manager to know what the employees think, and what needs to be done (Dasgupta, Suar & Sing 2013, p. 94). In addition, employees can use these meetings to share their ideas on how to improve service in the stores. Meetings are also both ways; they can be used by HR managers when giving a report to senior management concerning HR issues in the organization.

Social media – Social media platforms such as Twitter and Facebook can help managers to engage all stakeholders. They provide space for customers to talk about their experiences at the store openly, and it also for managers to relay positive messages to the public and potential investors. Social media also builds a community around the store brand and helps to engage loyal customers in constant communication (Dasgupta, Suar & Singh 2013, p. 95). Groups focused on members of the organization can be used to send messages that relate to members only.

Skills Gap Analysis

The new role of the human resource manager in at Marks and Spencer will require me to have specific communication skills to be successful.

Interpersonal skills include the skills necessary for a manager to engage his or her team members successfully and to build relationships with them. These skills will lead to good working relationships among team members, and lack thereof can mean failure for the organizational team. I am a good listener and can respond to people in ways that enhance understanding. However, I will need to improve on my information delivery skill; sometimes, I assume that everyone understands what I imply, and this leads to misunderstanding.

Team or collective skills refer to skills that make it possible for a manager to work with a team. These skills make both one on one and group communication possible. In this area, I need to learn negotiation skills. I also need to learn more conflict resolution strategies, which are essential in a functional group where people may have a difference of opinion. However, I am already equipped with other skills such as brainstorming and the ability to acknowledge the efforts and contribution of others within a group.

Comprehension skills are important to managers because they enable them to make others understand the messages communicated by leadership and to understand organization strategy. In this area, I am a good presenter, both verbally and through writing. I will need to train on how to persuade people with different opinions to see things from my perspective without being forceful.

Leadership skills determine the effectiveness of a manager. I have good interpersonal skills that complement my leadership skills, and that makes me a good leader. I can, therefore, motivate employees.

Finally, process skills include skills such as communicating performance, which help in the creation and implementation of effective processes. I lack the skill of communicating negative messages, which makes it difficult to dismiss employees not performing.

Personal Development Action Plan

Based on the communication gap Analysis, there are areas where I lack as a manager. As a means to bridge the gaps in my skills, I need an action plan, which will include Training, mentorship initiative and observation.

Training

            To make myself better, I will enrol as a student in a communication class to refresh my knowledge of communication and focus on the areas where I am still lacking or need improvement. It will also help to train myself while on the job by focusing on my weaknesses as a leader. I will face the difficult situations that I have been avoiding, such as relaying negative information and consequently finding it challenging to let go employees who do not deserve to stay with the organization. Instead of avoiding conflicts, I aim to learn how to deal with disputes to ensure that when they arise, they do not affect the productivity of employees or the processes of service delivery.

Mentorship

Secondly, I will identify mentors who can guide on the complex issues of leadership in an organization. A lot can be learnt from experienced staff and leaders of other departments or organizations with a better understanding. I will learn from them by observing what they do and by asking questions.

In conclusion, as the new HR manager at Marks and Spencer, I need to improve on some of my communication skills to effectively communicate with customers, employees and management. The skills I need to improve on include persuasion, which is key in enabling effective leadership and communicating performance reviews and change to employees. I am competent in other areas such as formal writing and dialogue facilitation among others which are key in the growth of the organisation. I am, therefore confident that I will perform my duties as the HR manager effectively.

References

Dasgupta, S.A., Suar, D. and Singh, S., 2013. Impact of managerial communication styles on employees’ attitudes and behaviours. Employee Relations.

Falkheimer, J., Heide, M., Nothhaft, H., von Platen, S., Simonsson, C. and Andersson, R., 2017. Is Strategic Communication too important to be left to Communication Professionals?: Managers’ and coworkers’ attitudes towards strategic communication and communication professionals. Public Relations Review, 43(1), pp.91-101.

Mikkola, L. and Valo, M. eds., 2019. Workplace Communication. Routledge.