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Global Communications Benchmarking Essay

6940 words - 28 pages

Global Communications is a telecommunications company that is experiencing a decrease in market share and stock value. The current trend is due to increased competition within the industry. Competitors have entered the market offering cutting edge technology at more affordable prices. In an attempt to mitigate these issues, Global Communications has decided to implement a globalization strategy that requires downsizing the company's current union staffed domestic call centers, and outsourcing labor to foreign countries. The following analysis is a comparative synopsis of various companies who faced similar problems and how they resolved them; also incorporated is the use of academic concepts to support the solutions to those problems.Organizational CommunicationEffective organizational communication is essential to any organization because it fulfills employee information needs, and improves decision making abilities (McShane & Gilnow, 2005). In the case of Global Communications, mistakes were made regarding the channel though which the information was communicated, and the timing of the communication.One of the most critical components of communication is choosing the proper channel (McShane & Gilnow, 2005). Successful organizational changes are always preceded by effective communication. In the process of communicating the change to the employees and the union representatives, care must be taken to inform those affected by verbal communication in order to convey the reasons and emotion behind the decision. Written communication is a poor choice when emotions or motivations need to be conveyed.One of the most common conduits of rumors and organizational chatter is the grapevine (McShane & Gilnow, 2005). In the case of Global Communications, several key figures within the union learned of the strategy via the grapevine. Because grapevine communication has a high potential for distortion, companies must ensure that key decisions and strategies are communicated formally and precisely before the information can be passed through the grapevine. Global Communications needs to be very discrete in the way it allows for this information to be presented. Any misperception of organizational changes could be very detrimental to employee morale.Timing is as crucial to communication as the message and the channel through which the message is communicated. The benchmarking of 12 companies found that one key to successful communication was decisive action. Global Communications made the decision to move forward with a strategy, yet waited several days to communicate the decision. By waiting so long, and allowing unfiltered information to leak, Global Communications loses their ability to control how the information is presented. One of the key barriers to effective communication is perception (McShane & Gilnow, 2005). Care must be taken to communicate in a timely manner in order to shape how the message is communicated and interpreted.Emotional...

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