Communicationin an organization is important because it enables managers toestablish suitable working conditions. An effective communicationfacilitates coordination of members of staff, decision making, andthe management of knowledge (Gaal, Szabo, Kovacs & Csepregi,2015). This paper will provide a discussion of how members of staffand managers apply communication to enhance the quality of servicesthat they deliver to customers and maintain a productiverelationship.
Communicationbetween Managers and Employees to Enhance Service Quality
Effectivecommunication between employees and their managers is a significanttool that organizations use to enhance the quality of services thatthey offer to their customers. These communicators apply three majorstrategies when communicating with each other in order enhances thequality of services. The first one is the application ofcommunication as a tool to inspire employees. Managers should usecommunication to inspire the teams of employees and bring themtogether (Femi, 2014, p. 77). Inspiration can be achieved throughintrinsic motivation. Inspired employees are able to deliver qualityservices to customers. According to John Yokoyamn, the owner of PikePlace Fish, a communication that inspires employees builds trustbetween managers and members of staff (FranklinUniversity, n.d).This helps them develop a perception that they have been given thepower they need to deliver quality services to customers.
Secondly,managers and employees should take advantage of the feedback providedby each of the parties. An effective communication is achieved wheninformation flows both downwards and bottom-up. This implies thatmanagers and employees should listen to each other, instead ofissuing orders. Feedback motivates employees since they feel thattheir managers acknowledge their abilities and value theircontribution (Femi, 2014, p. 78). This empowers employees to shareinformation that they gather from their direct contact withcustomers. The information can be used by managers to enhance thequality of services.
Thethird strategy is the use of communication to provide cleardirections. Managers should be able to communicate effectively andreduce uncertainties (Femi, 2014, p. 75). The provision of cleardirections gives the members of staff an opportunity to work moreeffectively, faster, and with less stress. In the absence ofmisunderstandings, managers and employees are able to ensure thatclients receive services that meet the intended level of quality.
Useof Communication between Employees and Managers to MaintainProductive Relationships
Aproductive relationship between employees and their managers plays acritical role in helping the organization to pursue its mission andstrategic goals. There are two major ways in which employees andtheir managers apply communication as a tool to establish andmaintain a productive relationship. First, they should usecommunication in a way that demonstrates the existence oftransparency. Transparency is achieved through the establishment ofopen systems, which leads to high performance work practices (McShane& Von Glinow, 2016). A free flow of information from employees tomanagers and vice versa serves as a clear indication of a high levelof transparency, which maintains a productive relationship betweenthe two parties.
Thesecond strategy involves the use of communication to develop ahealthy culture within the organization. An organizational culture ischaracterized by the existence of proper values, which isaccomplished when the managers and members of staff have a suitableworking relationship (Bateman, 2013, p. 69). This relationship isestablished when the two parties use communication to demonstratevalues that form the organizational culture. For example, managerswho communicate to their members of staff in a manner thatdemonstrates empathy and going a step further to listen to theirpersonal challenges creates a perception that the organization caresfor them (FranklinUniversity, n.d).This contributed towards the maintenance of a productiverelationship.
Managersand members of staff use effective communication to establish thedesired working relationships. The main focus of the two parties isto deliver services that meet the level of quality that is desired bytheir clients. The delivery of quality services is accomplished whenmanagers are able to inspire their juniors, take advantage offeedback, and provide clear directions through effectivecommunication. In addition, communication can be applied to enhancetransparency and establish an organizational culture that is healthy.
Bateman,C. (2013). Organizational culture on community health outcomes afterthe 2009 H1N1 pandemic. Journalof Organizational Culture, Communications, and Conflict,17 (1), 1-160. Retrieved April 10, 2017, fromhttp://www.alliedacademies.org/articles/jocccvol17no12013.pdf
Femi,A. (2014). The impact of communication on workers’ performance inselected organizations in Lagos State, Nigeria. Journalof Humanities and Social Science,19 (8), 75-82. Retrieved April 10, 2017, fromhttp://iosrjournals.org/iosr-jhss/papers/Vol19-issue8/Version-2/K019827582.pdf
FranklinUniversity (n.d). Management by inspiration: Featuring Seattle’sWorld Famous Pike Place Fish. McGraw-HillIrwin.Retrieved April 11, 2017, fromhttp://video.franklin.edu/Franklin/BSAD/325/pikePlaceFishMarket.html
Gaal,Z., Szabo, L., Kovacs, N. & Csepregi, A. (2015). Exploring therole of social medial in knowledge sharing. ElectronicJournal of Knowledge Management,13 (3), 185-197. Retrieved April 10, 2017, fromwww.ejkm.com/issue/download.html?idArticle=680
McShane,S., & Von Glinow, M. (2016). Organizationalbehavior (3rd Ed.).New York: McGraw Hill Education.
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