Leadership and Organizational Behavior
The world consists of a mix of people from various settings. It is apparent that no two individuals are similar in all ways. People differ in terms of culture, age, race, nationality, and marital background among others. Other forms of diversity include working style, socialization style, political orientation, and drivers to work among others. As a result of diversity, communication may be hampered in the organization. Communication processes within the organization define organizational behavior of that company. Any indications of poor communication are an indicator of faulty organizational behaviors. Communication is an essential aspect in the furtherance of the activities of the organizations. Thus, any hindrance in the communication process may affect the organizational activities. This paper will focus on solving poor communication issues within a Social welfare is an organization.
Overview of the Organization
Social Welfare is an organization that provides health services to poor families in society. As a non-profit firm, stakeholders and members do not receive direct or indirect income. The organization has been in operation for long and has had a share of its merits and demerits. It has a dedicated workforce that offers voluntary help to alleviate social challenges that poor people encounter to improve their welfare. The organization focuses on social and personal issues that are both potential and existing. In addition, leadership in this firm strives to handle health inequalities to improve health care. The mission of the organization is to maximize the impact of voluntary sector on people’s wellbeing and health in the community. To accomplish this, the organization has come up with a strategy where it collaborates with local bodies in the government to ensure that it delivers its services to satisfy all the needy.
My Role in the Organization
My role is to supervise the counseling department, whereby I ensure that all patients are given proper guidance before they are discharged. As a leader, I coordinate with employees in the organization to support sick individuals from poor backgrounds and let their voice be heard by policymakers. During my tenure in the organization, I have observed its behaviors in relation to communication and concluded that the organization needs to solve its communication issues.
Poor Communication Issues within the Organization
As an ardent employee in this social welfare organization, I have observed a number of issues that indicates that the organization has poor communication strategies. In the first place, the organization has no communication policy. Employees use any means to communicate, and this affects the end user or recipient. For example, there was a case in which employees in the store department were summoned to a meeting through emails. The emails were sent two hours to the meeting and thus no one read them. When the meeting time reached, no one was present. Poor communication cases can also be seen through the way in which employees talk to each other. As a leader, I have solved numerous cases of fights among employees, which were caused by misunderstandings. Poor communication also percolates to the service delivery process of the organization. There are many cases of complaints, which have been received from the clients about being roughed by the employees when trying to express their thoughts.
It is apparent that the social welfare organization has communication issues that are interfering with its smooth operation. The organization has a crucial mission that can only be fulfilled if its workforce cultivates the aspects of effective communication among them and clients. The fact that there are no proper modalities in place to solve communication issues is an indicator of failed organizational behaviors in terms of communication. For an organization to rise from some organizational issues that affect communication there is a need for proper strategies to ensure effective communication in the organization. The focus of the administration should be on how the organization can solve the issue of poor communication.
Definition and Analysis of the Problem
This section focuses on an expanded description of the chosen problem; how can our non-profitable social welfare organization solve the issue of poor communication?
Poor communication is a situation that causes unpleasant experience at a workplace causing workers to be less loyal. This happens when employees do not relate well with each other or when they feel uncomfortable working with their supervisors. In this situation, the organization fails to articulate clearly its goals making staff members to be confused on what they have to do. Lack of effective communication leads to a job stand still and strains productivity of the organization. The issue of communication whether written or oral obstructs and lowers effectiveness of the organization. If there are uninformed presentations, vague emails without clarification, along with credentials that are full of errors, it greatly interferes with the flow of work in a firm.
If communication is not transparent in a firm, it lowers the morale of employees to execute their duties well. Poor communication skills further demoralize employees and confuse them especially when they lack clear instructions. Furthermore, it decreases innovation in a firm and its capability to make positive contributions to the community. Failure to communicate effectively between the management and employees causes conflict and harm the firm. For instance, it creates uncertainty that leads to stress among workers and their supervisors.
Poor communication also interferes with the manner in which workers at the firm share resources especially if they are limited. This leads to a situation whereby employees fight each other to use the scarce resources. Lack of efficient communication contributes to poor teamwork and interrupts with routine duties of the department. This is evident when members assume their responsibilities to cater for needs of the poor hence ultimate failure to accomplish their goals. It also results to spread of rumors that create tension among workers (Gorton, 2012). Because of poor speculation from authorities, they terminate workers off their duties rendering them jobless. For instance, in this organization if members lack to communicate effectively, poor families will suffers due to bad services they get. As a result, the whole lot will come to a standstill because of poor communication between the management and employees.
A number of studies have dedicated their analysis on communication issues within the organization behaviors studies. Hume and Leonard (2014) define communication as a process of passing information from the producer to the receiver. It can be done in various ways including by word of mouth, written, through signs, and visual communication. Hume and Leonard (2014) further state that it is common for a company to have a communication breakdown. They state that communication issues in the organizations arises because of language barriers, lack of clarity, personal issues, lack of proper or desired feedback, and failure to integrate new hires properly within the organization. It is upon the management to approach communication issues based on the problem.
Gorton (2012) in his book The Concepts of Leadership depicts the procedure of a leader influencing members in the firm to achieve their goals by leading in a cohesive manner. It incorporates programs that inspire associates of the firm to attain higher levels of teamwork. The author emphasizes on why the head should be a good listener, and transparent because it facilitates team work at the firm (Gorton, 2012). Leaders ought to be passionate, flexible, and show gratitude to stakeholders to motivate their efforts. This article motivates leaders as in the case of the nonprofit welfare organization, whereby it empathizes on the fact that it is vital to have adequate education and experience in order to counsel well the needy patients. Such behaviors promote good communication
Communication behaviors can be seen in nonverbal cues displayed by employees within the organization. Schein (2010) in his book Factors that Determine Organizational Behavior takes a critical look on this issue. Schein claims that nonverbal cues in communication concern the habits of individuals in a firm in relation to their assigned duties. When addressing issues of communication, Schein (2010) advises leaders to look at the nonverbal cues s part of organizational behaviors. Through organizational behavior, leaders can comprehend whether employees render good services to their clients. Communication involves personalities and values, and this means leaders should be aware of such behavior because they determine service delivery in the organization. Leaders’ personalities and values are patterns that determine behaviors of individuals in the company. Schein (2010) writes on the best way a leader can focus to manage his team and the duties they execute at the organization.
Greenberg (2009) illustrates tough situations that leaders go through and their resolutions. He mentions how making bad decisions can lead to the downfall of an organization. In addition, he cites on aspect of poor communication and how it derails efforts of members causing relaxation that brings a firm to a standstill. Greenberg urges all leaders in his article to involve stakeholders in decision-making and communicate effectively as a solution in addressing such issues.
An organization that implements effective communication strategy stands to gain a lot. First, there will be improved services to clients. Reflecting the general population from the organizational perspective attracts clients to the organization. Communication also ensures innovation. It ensures collaboration among diverse people, and this ensures that they contribute diverse views that lead to innovation.
Several theories can be applied in the communication process, but the most commonly applied is the golden rule theory. The study by Cukier and Smarz (2012) criticizes the aspect of golden rule theory, which states that one should do to other people what he or she would wish it done to him or her. However, what one person prefers is not necessarily what another person prefers, and this should be the case in communication. Before considering the golden rule, one should consider whether the available policies, resources, procedures, and rules fit everyone. The management ought to find answers to questions, such as the meaning of respect to categories of people available. In this case, respect could mean greeting someone in the morning and leaving another one on his or her own.
Garib (2013) in his study concludes that the individuality matters in diversity management. However, he concludes that it is not possible to cater for every individual. A team can share similar values, including the need for recognition and respect, but the way each team member expresses these values in real life may vary depending on his or her cultural background. This invalidates the golden rule of treating other people as they may wish to be treated because it is not easy to tell what each and every culture means in any given situation.
Derven (2013) advises that managers ought to apply the platinum rule theory during communication in a diverse environment. This rule states that one ought to treat others the way they would like to be treated. However, there should be a slight modification in the rule to imply that one should treat others in the way they are supposed to be treated. This means managers should move from an ethnocentric view of management whereby focus is on “our as the best,” but should rather focus on a culturally reflective views. In this case, the organization should take the best from each and thus ensure inclusivity.
Recommended Solution to the Organization
Based on the analysis of the literature made in this paper, it is apparent that communication management is essential and requires every organization to come up with means of ensuring its success. When tackling poor communication issues, the organization should put in mind the Platinum rule, and this should mean the organization ensuring that each employee is treated in the way he or she deserves. Such treatment should be made part of the policy of the organization, and this should be done from recruitment time. In this case, it will be vital for each employee to be careful when communicating with one another.
The organization should come up with a communication strategy that focuses on inclusivity. This should involve a written policy and guidelines for the staff on how to carry out the process. Each staff should have a copy of the policy. The communication strategy must include the channel, as well as procedures for grievances on issues resulting from communication. Such channels must guarantee confidentiality for everyone. The rules must be clear to everyone in the organization, and must apply to all. When designing such rules, the principle of fairness to everyone must apply. To solve poor communication issues, the organization should ensure transparency in the whole process. Transparency should be encouraged when an issue has been identified and needs to be addressed promptly. The management should be open and explore all possible positions of an issue before deciding on a course of action to be taken.
The company should thereafter train its staff on communication. Such training should focus on equipping them with skills for carrying out the analysis of the existing workforce in order to relate with them well. The company should thereafter invest in cultural sensitivity training. Such training should be carried out for all staff and should focus on training on better communication at workplace as a way of promoting tolerance. According to Garib (2013), a good program for training on communication must make the staff have a positive experience with no accusatory tone. Teams become more successful if all affiliates appreciate the worth in diverse experience, education, and skills.
The company should make use of the merits of diversity at workplace, and this implies marshaling the diverse workforce to achieve a good working spirit. In this case, the company should model exemplary moral behaviors in its staff. The management staff should be the focus because they drive the policy of the company. According to Garib (2013), effective communication management plan must start with the management staff. The background of the existing management staff may have shaped the existing prejudice within the company. As a result, the management staff should be given an opportunity to analyze their diverse background and how they affect communication within the company.
To ensure the organization manages communication well, there should be a periodic feedback from employees. The feedback can be obtained by having the workforce fill the questionnaire or carrying out a staff survey. The results obtained from the survey should be analyzed and communicated to the staff. Any progress made should be highlighted, and any concerns addressed promptly before they become unmanageable.
The organization should thereafter encourage and focus on open communication, as well as teamwork across work functions. The organization can opt for horizontal communication as a way of promoting integration. Horizontal communication is used mostly in the business environment, and it involves doing away with hierarchical communication barriers. It includes the use of social media and oral communication, which allows everyone within the organization to freely communicate with each other. The bank should further encourage its employees to work together as a team and solve emerging issues. Any success should be rewarded without bias, and this will ensure that they have a feeling of being appreciated for their work.
The company ought to further plan for periodic events that bring workers together without considering hierarchies. Such events can increase staff morale and promote cultural inclusiveness.
The organization should also be keen on the difference between same treatment and fairness. Fairness does not involve equal treatment for everyone, but rather giving consideration to every situation. For instance, if some employees use English as their second language, they may find it hard to comprehend a memo with jargon. In such case, it will not be rational to communicate to them using such means. However, sending such a memo to all employees is equivalent to equal treatment. This means such equal treatment might be unfair to other employees.
Leaders should learn to listen to their employees as a way of solving issues that affect the organization. The management should also boost effective communication at the workplace by avoiding overload of information. Leaders should handle workplace stress to make employees focus and increase productivity (Schein, 2010).
To ensure that the communication strategy succeeds, the company should make it strategic. Communication, when incorporated into business strategy, ensures the commitment of the management because they are responsible for formulating and managing business strategy. The organization should also make the program measurable. In this case, the organization should provide a baseline for measuring such change and progress noted. The baseline should be the feelings of employees about the environment and whether it is inclusive or not. The metrics can be obtained through periodic survey. The company should make sure the program interests its clients. The organization should further consider accountability in its program. This can be achieved by assigning core responsibilities to team leaders for development and implementation.
Analysis of Leadership and Organizational Behavior Concepts
Based on this study, a leader should always be a good listener, and transparent because it facilitates teamwork at the firm. Another significant concept concerning leaders is that they have to be passionate, flexible, and show gratitude to stakeholders to motivate their efforts. As a leader in the counseling department at the social welfare firm, I have learned that it is vital to have adequate education and experience in order to counsel the needy patients well. The study reveals that leaders determine the organizational behavior by motivating employees to render good services to their clients. It is also evident that personalities and values are patterns that determine behaviors of individuals in the company.
Poor communication is a major issue that disrupts efforts of leaders and workers at the firm. The best solution is for employees to team up with their leaders to meet the goals of each department in an organization (Greenberg, 2009). As a leader, it is significant to instill effective communication practices that will lead to quality services to satisfy poor individuals hence improve their welfare. It is also vital for an organization to have a highly collaborative and communicative environment to motivate employees’ creativity and increase productivity.
The current marketplace is tending towards globalization, and this involves a reflection of the global picture in terms of effective communication. This paper has analyzed communication issues affecting a welfare organization. From the scrutiny, it has been proven that the organization has poor communication. As a result, this paper has focused on solving the situation on behalf of the organization. The paper has analyzed literature on organization behaviors and communication to gain insight into what other writers have said on the issue. Lastly, the paper has designed a recommended program to modify the organizational climate of the organization to ensure effective communication.
Cukier, W., & Smarz, S. (2012). Diversity assessment tools: A comparison. International Journal of Knowledge, Culture & Change Management, 11(6), 49-63.
Derven, M. (2013). The competitive advantage of diverse perspectives. T+D, 67(8), 44-48.
Garib, G. (2013). Diversity Is in the Eye of the Beholder: Diversity Perceptions of Managers. Psychologist-Manager Journal (American Psychological Association), 16(1), 18-32.
Gorton, R. (2012). The concepts of leadership. London: University Press.
Greenberg, J. (2009). Organizational challenges and their solutions. Upper Saddle River, NJ: Pretence Hall
Hume, J., & Leonard, A. (2014). Exploring the strategic potential of internal communication in international non-governmental organizations. Public Relations Review, 40(2), 294-304.
Schein, E. (2010). Factors that determine organizational behavior. Thousand Oaks, Calif: Corwin Press.
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