Evaluation of Effective Communication in an Organization

Introduction 

Although most organizations believe that organizational culture is the most fundamental aspect of business growth, communication is the most crucial factor in improving results and managing its resources. Communication is a tool used in disseminating information amongst employees and the relevant stakeholders (Bovée & Thill, 2018). Practical communication skills develop a culture of inclusivity, team building, desired work relationships, empowering innovation environment, and improved decision-making skills that lead to expanded business growth (Bovée & Thill, 2018). It guides business managers to deliver appropriate leadership to enable people to meet set standards in the workplace. As an organizational manager, someone needs to confirm the client's expectation to facilitate good relationships with customers and employees. Employees should use analytical skills in convincing customers to understand decisions that do not favor customers’ expectations to retain them.

Addressing the Situation

According to this case study, the manager should use logic to explain why the company failed to waiver the late penalty. Every organization has its policies and mission that it adheres while delivering service to its customers (Adiguzel & Cakir, 2019). For service delivery to be effective, an organization principle helps decision-makers arrive at a feasible decision (Bovée & Thill, 2018). The manager should provide facts and evidence to the customer on the circumstances the decision was upheld. This explanation will calm the customer's anger and retain the client in the long-run.

Skills to Approach the Employee

Employees are also the most significant people in an organization. The manager should evaluate employee skills in the decision making process. For an organization to archive its vision and objectives, employees are intrinsically and extrinsically motivated (Bovée & Thill, 2018). The manager should recommend job training, attend seminars, and workshops that help employees gain skills in creating a great customer experience. Improved customer services result in tapping potential customers while retaining existing ones (Adiguzel & Cakir, 2019). Due to intense competition, organization goals and policies should align with customers’ expectations.

Managing the Dissatisfied Customer

As a manager, the customer is always right. The manager should engage the relevant stakeholders to waive the penalty. A dissatisfied customer can post negative feedback on social media that will lower the organization (Bovée & Thill, 2018). The bank should protect its public relation to the public by relenting to the customer demands as they waive the late penalty.

Proper Communication Channels

Proper communication is essential to ensure both employees, customers, and employers are satisfied. This satisfaction can be achieved by embracing respect and cordial relationships amongst the stakeholders (Bovée & Thill, 2018). There should be a favorable working environment that enables innovation and creativity to thrive. In addition, decision making should be decentralized as line managers and operations team are equipped with skills of handling customers' issues. People should understand communication channels to allow fast service delivery and reduce leadership battles in the organization.

Summary

In conclusion, communication is an essential aspect of an organization to achieve its vision and mission. Effective communication enhances respect, team building, and synergy that results in improved outcomes for an employee. Customer satisfaction should be given priority to retain them and the business to get referrals. The organization should equip employees with skills and knowledge to create a great customer experience for the employees

References

Adiguzel, Z., & Cakir, M. (2019). To Examine the Effects of Relations Between Leader and Employees on Communication, Creativity and Innovation in Organizations. International Journal of Entrepreneurship and Business Innovation , 2 (1), 1-22.

Bovée, C. L., & Thill, J. V. (2018).  Business communication today  (14th ed.). Retrieved from https://content.ashford.edu/