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Communication Channel Scenarios Jean Pierre February 7, 2012 Jacob Nichols

Three Channel Scenarios

Our individual assignment was to review three separate scenarios on the student website, select the proper communication channel for each scenario, defend that choice with sound reasoning, and answer questions provided for each scenario. Scenario #1 The vice president of operations has tasked myself, as marketing manager, along with my team, to develop a marketing strategy for entering a new beverage into the market. He has provided a deadline of one week. The communication channel I would employ to address my team would be face-to-face verbal communication. I immediately would convene a meeting of the entire team because of the urgency (a one-week deadline for presentation of strategy) and the importance of the project. Organizing a teleconference with team members and subjecting them to outside distractions during that meeting would not be acceptable. Conducting a physical meeting will make it much easier to convey the message, and to stress the importance and urgency of the undertaking. Information lost in e-mails and over the phone is readily transmitted in a meeting. Also holding the meeting in one room with everybody present allows the meeting to serve as more than a kick-off. Initial work can be accomplished. A brainstorming session consisting of possible strategies, Strength/Weakness/Opportunity/Threat (SWOT) analysis, and other techniques turns the initial meeting from an informational one to an active, productive start.

After the group disperses to pursue tasks, other communication channels become acceptable for tracking progress, but it is important that the initial communication take place in a physical meeting format. After strategy selection, it is communicated to the vice president. Once again, this becomes more effective if it happens in person. With the team in attendance, I would present the strategy to the vice president with the aid of presentation software (ex. Prezi or PowerPoint). This presentation taking place in person shows the vice president that the team has understood the importance committed to the task. Also questions are more easily answered and explanations given. The audience normally directs questions to the presenter, but redirecting some of them to team members shows team competency and takes advantage of individual team member expertise. Finally, criticisms, suggestions, and praise from the vice president are directly addressed to all members.

Scenario #2 I am notified by an employee that a login and password for a company-wide application no longer works. I contact Information Technologies who advise me that the login and password have expired and give me the new ones. The initial communication channel to Information Technologies would depend on the policies set forth by IT. If possible, I place a phone call to an IT representative. This would allow immediate addressing of the issue without waiting for IT to view incoming e-mail issues, and address. In addition, even though this situation was a simple matter of a login and password needing updates, that information was not known at the time. Resolution of IT issues can

involve the technician taking the caller through multiple steps. This would be very difficult to do via other channels. After obtaining the solution, the best channel to disseminate to the other employees is a network wheel organizational e-mail. Information Technology is the central figure and an e-mail from IT would allow the same information to be sent to many recipients in a minimal amount of time (Robbins & Judge, 2011) Scenario #3 I am the owner of a small editing business and must reduce workforce from six employees to 10. Because this is a small company, the announcement of an upcoming reduction would happen via a stand-up meeting. This is sensitive, worrisome information. Presenting it this way ensures everybody is in possession of the same information, reducing (but not eliminating) rumors. Also an open atmosphere is a more respectful way of dealing with employees who can develops bonds in a small company. Finally, it allows the employees to take an active role in the company. They may be receptive to reduced hours, work-share, or even salary/benefits reduction if it means terminations can be averted. After the all-hands meeting, I would not give the departing employees further notice until the time of termination. An in-person, one-on-one communication channel is employed for the termination meeting. All necessary written documents (ex. final paycheck, unemployment information, etc.) are provided at this time. This is more respectful of the employee. If I can choose to let somebody go, I can at least have the courage and conviction to do it to his face.

Even though the exit meeting would be face-to-face, I would stick, as closely as possible, to a legally safe script. Speaking of the employees positive traits and regret for the termination may be perceived negatively by the exiting employee (Wood & Karau, 2009).

References Robins, S.P. & Judge, T.A. (2011). Organizational Behavior (14th ed.). Upper Saddle River, NJ: Pearson/Prentice Hall. Wood, M. S., & Karau, S. J. (2011). Preserving Employee Dignity during the Termination Interview: An Empirical Examination. Journal Of Business Ethics, 86(4), 519-534.

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