QUESTION
What happens when a big city retailer meets the relaxed provincial lifestyle?
A retail firm “Cunninghams” with branches throughout the country has recently purchased “Drake and Dawsons” a family retail business in Palmerston North. Drake and Dawsons has had a name change, the staff have been retained and sent to training courses on customer service and the whole department store has had an extensive refit so that it now has a much more modern art deco style image with colours of peach, blue and silver grey.
However, Janet Harding, the new manager of Drake and Dawsons who has been transferred from Auckland, is having great difficulty in getting the Drake and Dawsons staff to behave in a way that conforms to the Cunningham image. She complains that the staff seem as if they are sleepwalking. They do everything so slowly.
Although they have all been put on performance-based contracts so that a proportion of their wages is on commission, this change has not made them any more eager to sell to customers. They still waste time chatting to each other, chatting to customers and take extended tea breaks. She does not feel that they are at all antagonistic towards her. They are just so entrenched in their patterns of behaviour that they seem unable to understand what she requires of them. Janet wants her staff to be knowledgeable, energetic and committed. She wants them to show their enthusiasm in the way they deal with customers. Most of all she wants to see some improvement in the sales figures. She has pointed out to staff that every person who comes through the doors has come to buy – it is up to them to help each person find something to buy. The staff know their stock but they prefer to wait for customers to approach them and ask for help rather than go out to them.
- Mini-Essay: Identify two key aspects of organisational behaviour covered in your textbook that you consider relevant to the communication issues in this case study and explain which, in your view, is the most important and why. Cite 2 scholarly sources (in addition to your text) and provide a reference list. (10%)
(500 words)
2. Case Report: You are a communications consultant writing a report advising Janet on the best way to solve her problem in communication terms. Write your report highlighting the most important issues and how to address them. (15%)
(850 words)
SOLUTION
The two key aspects of organisational behaviour which is creating communication issues in Drake and Dawsons are:
1) Leadership
2) Lack of motivation among employees
1) Leadership:
A leader is responsible for developing the strategic paln for an organisationa and how he can motivate his employess to follow this plan. Strategic planning is goal based (mission, vison, who will do, what they will do, how will do).
Culture in the organization defines the relationship between the people, their nature, and how they respond to each, any goal can be reached only byte collective effort of people.It depends on the leader to develop an environment which will provide the employees a sense of belonliness and connection the organisation they are working. The contribution of the management, their leadership playa an important role because they will determine, how these goal will be achived, they will be responsible for motivating the people, divison of work, allocation and effective utilization of all resources in the organization, leaders and senior executives are involved in the decision making process, so contribution of each one is important, and will determine how these objectives can be achieved.
According to me LEADERSHIP is the most important elemnt for the poor behaviour of employees.
Janet Harding, the new manager of Drake and Dawsons should try to understand what are the issues faced by the employees, why they are reluctant to work and adapt the new changes.
She should be supportive and not use coercion or implement any rules forcefully which are not liked by the employees.Employees shold be involved in decision making,which will make communicationa ta all levels free and motivate employees as they will identify their importance in the organisation. If the management had not been so supportive and co opertive, employees at junior level will never be motivated, and the company will nevr prosper.
2) Motivation:
The other factor is lack of motivation among employees.Motivation is a part of human psychology which persuades us to achieve something which may be our ultimate goals and objective,
Motivation may be intrinsic and extrinsic
Extrinsic motivation is that in which we are motivated by some external factors like praise, reward or money
Intrinsic motivation comes from internal feelings, when we want to achieve something for satisfaction of our inner feelings and desire and we enjoy doing those things.
An employee is intrinsically motivated when the job environment, relationship with peers, and his position is satisfying for him, he enjoys his work and so becomes more dedicated and sincere for his work. External rewards, salry, praise is not of much importance to him because the enjoyment that he receives from that work is sufficient enough
Extrinsically an employee is motivated when he gets reward, salary hike, bonus, praise, promotions. He enjoys his work because he is getting all these external rewards.
An employee is motivated in both ways when the job environment, relationship with peers, seniors is good, and he is also getting rewards and inctives, he will give his best for sure.So ultimately it is the job of the leader to exhibits these situations and maintains friendly relation with his juniors as weal as give them reward and recognition for their good effort and making them a part of overall commucation process in the organisation.
You are a communications consultant writing a report advising Janet on the best way to solve her problem in communication terms. Write your report highlighting the most important issues and how to address them.
The main problem with Jnaet was she was not communicating with employees what is their problem actually and what shold be done
The major issues were:
1) Employees were reluctant to change
2) Employess were demotivated
3) Lack of proper training
Janet shold first of all conduct a training program for all the employess which shold be motivational and will convince employess to perform in a better way in the organisation.
Training is a motivational force for the Success and growth of any organization beaus
1) Training makes employees successful:
All organizations are very much innovative and devoted towards the human resource development. They believe in employee motivation and development in an integrated and efficient manner. So they can get a powerful and effective resource that could help them to achieve the long term goal of the organization with their effort and continuous performance.
2) Delivering continuous improvement in performance:
Performance is the end result for any organization which they expect from all the employees. Training helps in continuous improving their criteria for the betterment of product quality and category and the services too.
3) Achieve Globalization as a multinational organization:
huge multinational organization can succeed only if they people who can represent business outside the country, So it is important training should be provides to motivate employs to perform in abettor way.
Training is essential for business growth and develops team spirit among the employees so that company can grow and fight the competitive forces in the market.
2) Providing an environment which is motivating
This means the encouragement by various means and modes that lead to the performance enhancement of employees in an organization. Work motivation gives a satisfaction to the employees as they get the respective reward and it also make them competitive to work harder and get more rewards and recognition. This motivation works as a positive influence for the betterment of the organization and the individual employee as well. The work is being done by a combined effort of team. So, the work motivation is always covers a team effort and the players of the particular team. This is also helpful in making a team effort at each stage of the employment. This gives an opportunity for the employees to make them more effective and efficient to achieve the common goal of the team. It shows a great power of unity. And also gives a positive impact to the employee’s condition and work. This is being recognized easily.
3) Janet should follow the policy of employee engagement.
Employee engagement is the level of commitment and the dedication and has employee has towards his goal as well towards the goal of his company. He has a positive attitude toward the organizational goals and so he works effectively and sincerely and tries to give his best.
Employee engagement takes pace when an employee:
1) Has various opportunities for development
2) Respectful treatment in the company
3) Good relationship with seniors, colleouges, juniors.
4) Performance appraisal is there in the company so that he gets the bonus and incentives he deserves
5) Utilization of his talent and skills
6) Health and safety is provided to the employee
7) Healthy organizational environment.
If an employee is satisfied with his work, he will work sincerely because job satisfaction can only yield towards to commitment of an employee. Engaged employees are builders of the company because they use their talent, skill and knowledge to high level. They are passionate and innovative. So this will ultimately increase the productivity of the work and yield to the profitability of the organization.
4) Creating an environment which promotes interpersonal perception.
Interpersonal perception is very much required for the effective and organized communication within the organization. More the people will know each other, the more the chances would be for the flow of effective communication among the people. This will actually make an effective and efficient flow of information within the organization. Communication is the most important aspect of any organization whether it’s a huge organization or a small organization/enterprise. Since, the team work, team effectiveness, mission& vision, strategies and all, is being developed on the basis of effective communication within the organization. If there would be any interpersonal grievances among people in the organization then it may lead to the flow of rumours, unwanted communication in the organization which may harm the effectiveness of the organization in various aspects like competitiveness, effectiveness, and relationship with suppliers and buyers, relationship among stakeholders. So to avoid these circumstances interpersonal perception is very much required and even a positive interpersonal perception is required among the employees
5) Define a proper organisational hirerachy
Janet shold make an organistaional structure which would lead coomunication at all levels free and employess can share their ideas, problems and solutions.
An organization is mainly a set of people who are being managed by themselves. They mainly from different categories so that they are able to adapt well to the society and direct themselves in the right direction. Hierarchy is mainly made so that there is differentiation in terms of people and different levels are made so that people follow a chain.
Management communication mainly takes place so that the top management is in sync with the bottom level people and thus the normal flow of work takes place in the right way. Leadership skills is required by Jnaet here so that there is good direction in the organization and the work goes on in a good and smooth way
Reference List:
Fred Luthans-‘Organisational Behavior’, McGraw Hill Publishing Company, New York, 2005
Heinz Weihrich and Harold Koontz, Management – A Global Perspective, Tata McGraw- Hill Publishing Company Limited, 2000
James A.F. Stoner, R. Edward Freedom And Daniel R. Gilbert – ‘Management’, Prentice Hill Inc., New Jersey, 2002
KF41
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