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Business Communications

Business Communications



1. Describe the Barriers to Effective Communication that exists in the situation.

Communication exists when two parties enact in any behavior, non-verbal or graphic, that is perceived by another argues Dwyer (1999). It does not necessarily mean the presence of dialogue, or even acknowledging body language. “Communication” can occur when as Dwyer (1999) referenced from Watzalawick, et al. (1967) thought that people cannot not communicate. Even when a person ignores another person, something is being communicated. This is one of the barriers to communication in the case study, where Mary Ong is not getting the response or help she requested from Tom Ballard.

Mary Ong, Supervisor of in-flight services Kuala Lumpur Division was trying to obtain various statistics and figures from Tom Ballard, Passenger Services Kuala Lumpur Division was met with an “ignore response” from Ballard. This communicates to Ong a sense of disapproval from Ballard and a sense of what she has the initiative of improving is not worthy of Ballard’s time. Ong was met with a degree of unresponsiveness and in-cooperation that held her back from her task. Failure to meet expectations also leads to the disruption in communications in the case study. As Ong grew too frustrated at Ballards lack of response, she had to direct a memo at Harry Lee, the Vice-President of In flight Services for Kuala Lumpur about the behavior of Ballard. Van DerWall (2000) describes a possible loss of morale in cases of non-communication. Ong was trying to make the system more efficient and fluid for personnel and passenger alike. Ballards’ behavior was not fitting to the effective and productive communication aspect of group culture that firms support in their culture.

Effective and productive communication occurs as defined by Dwyer (1999) when a party can transmit their ideas/values to another through verbal, non-verbal or graphic means. Communication on the receiver’s part is then defined as the process by which people select, organize and interpret data in order to give a message meaning. Select, Organize and Interpret. In this example, Ballard has received the request, assessed it and then interpreted it to be unimportant. This created intra-organizational conflict by the means of a break in communication between the different divisions of the airline.

Intra-organizational conflict occurs whenever people or divisions inside that organization perceive different or even incompatible goals to a given situation. Cyert and March (1963) defined organizations as a series of interdependent units with...

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Category:   Management

Length:   12 pages (2,600 words)

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