communication
there are two files one for the question and you should answer in it . to answer some questions plz use the article and plz use the chapters to help you to answer. there is a flie to answer task D. plz check all the files.
Name and Surname: _______________________ ID Number: ___________ Section: ____
BUS230_Final_Version O1 (20%)
This document contains the questions and content for BUS230 Final Assessment.
Your answers should be filled in on the Answer Sheet, provided in the same FOLDER on
your Moodle page.
You will only submit the answer sheet.
TASK A. Read the following in-text citations.
a. Identify if the in-text citation is a Direct or Indirect citation.
b. State whether it is a Long or Short Quotation, or a Paraphrase/Summary.
Write your answers on your answer sheet. (4p x 10 = 40p)
1. A growing body of evidence has demonstrated that effective internal communication plays
a vital role in developing positive employee attitudes, such as job satisfaction (Gray &
Laidlaw, 2004), identification with the organization (Smidts, Pruyn, & van Riel, 2001),
and trust and organizational commitment (Jo & Shim, 2005).
2. Internal communication also impacts the development of positive employeeorganization
relationships. According to Means, “Technology supports exactly the kinds of changes in
content, roles, organizational climate, and affect that are at the heart” of constructivist
educational reform movements (1993, p. 1).
3. More specifically, understanding the mechanisms by which effective internal
communication influences employee engagement has emerged as a key question in the
corporate communication and public relations literature (Welch, 2011).
4. Sluss, Klimchak, and Holmes (2008) point out that although a myriad of potential
exchange relationships exist within and between organisations, all employees have two
seemingly preeminent relationships at work; one with the immediate supervisor, and one
with the organisation. Organisational identification, based on social identity theory, is the
degree of oneness with the organisation and has been found to be associated with job
satisfaction, job involvement, turnover intentions, and in role and extra-role performance.
5. In fact, a Gallup Management study (Robison, 2012) found that engaged employees are
deeply committed to their employer, leading to key improvements in business outcomes,
including reductions in absenteeism, turnover, shrinkage, safety incidents, and product
defects (p. 1).
6. Internal communication can be defined as Communication which takes place within the
boundaries of an organisation in the form of one-way, inter-personal, and non-verbal
exchange (Blundel & Ippolito, 2008, p. 11).
7. Social exchange theory offers a lens to explore social exchange relationships through
principles of perceived support, namely perceptions of quality (Gersick, Dutton, &
Bartunek, 2000).
8. In their review of employee engagement in the UK, MacLeod and Clarke (2009, p. 8)
came across 50 definitions. They conclude (2009) that engagement is much broader than
individual job resources:
We believe it is most helpful to see employee engagement as a workplace approach
designed to ensure that employees are committed to their organisations goals and
values, motivated to contribute to organisational success, and are able at the same
time to enhance their own sense of well-being. (p. 9)
9. Dundon and Gollan, (2007) consider that the perception, among employees, that their
voice arrangements afford little utility, could be interpreted as a sign that management is
untrustworthy (p. 1188).
10. One of the key assumptions of social exchange theory is that workplace relationships are
viewed as an exchange relationship, whereby resources are exchanged between
individuals or groups (Cropanzano & Mitchell, 2005). Therefore, this research is
underpinned by social exchange theory.
TASK B. The information for the references below have been given in mixed order. Using all
the information given for each of the boxes, rewrite each reference entry using the correct APA
format. (12 points)
R
ef
er
en
ce
1
(2017). Journal of Constructional Steel Research, 36-46.
Yun, X. & Gardner. L. Stress-strain curves for hot-rolled steels. 133,
R
ef
er
en
ce
2
https://www.theatlantic.com/technology
/archive/2018/12/influencers-are-
faking-brand-deals/578401/
Rising Instagram
stars are posting fake
sponsored content.
Lorenz, T.
The Atlantic. (2018, December 18). Retrieved from
R
ef
er
en
ce
3
(2011). Fundamentals of machine component design Wiley.
(5th ed.). Juvinall, R. C., & Marshek, K. M. Hoboken:
TASK C. Below is a quote and the reference information provided in the box. Insert the
quotation using a signal phrase. Use the correct APA format for the specific quotation when
integrating it into the space given in the extract underneath (Titled Your text). (16 points)
A manufacturer is not through with his customer when a sale is completed. He has then only
started with his customer. In the case of an automobile the sale of the machine is only something
in the nature of an introduction. From page 21
YOUR TEXT
In this regard, the sale of a product was not simply the outcome and end of the transaction;
rather, it signaled the beginning of the relationship. Importantly, many early organizations were
owner managed, with the customer the ultimate arbiter of value.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
This relational focus was even more pronounced within business-to-business exchange, where
cooperative relationships and reciprocity were prevalent from the early 1900s.
Ford, H. (1922). My life and work. New York, NY: Doubleday, Page & Company.
TASK D. For tasks D1 and D2, use the the Journal Article A Possible Managerial Approach
for Internal Organizational Communication Characterization provided for you as a PDF in
your Final Assessment Folder.
D1. Create the reference for the Journal Article using APA format. (7 points)
D2. Read the Journal Article and write a 150-200 word annotated bibliography entry in your own
words, using the techniques covered in class. Write your answer on your answer sheet. (25
points)
Grading Criteria Points
A. Each type of in-text citation is correctly identified. 4×10=40
B. Each reference has been written according to APA format and includes all of
the information given in Task B, for BUS230 Final Assignment, Section O1.
4×3=12
C. The integration of the quote uses a signal phrase and provides the name, year,
page number based on the reference details, using APA format.
16
D. D1. The reference for the Journal Article A Possible Managerial
Approach for Internal Organizational Communication
Characterization is written according to APA format.
7
D2. The Annotated Bibliography for the Journal Article A Possible
Managerial Approach for Internal Organizational Communication
Characterization
– Assesses the strengths and weaknesses of the source
– Outlines main arguments
– Gives background about the author and the research
– Is between 150-200 words.
25
Total 100
Deductions
Off topic answers 15% Name and Surname: _______________________ ID Number: ___________ Section: ____
This document is the answer sheet for BUS230 Final Assessment.
Your answers should be filled in on this answer sheet.
You will only submit this document.
TASK A. Read the in-text citations.
a. Identify if the in-text citation is a Direct or Indirect citation.
b. State whether it is a Long or Short Quotation, or a Paraphrase/Summary. (4p x 10 = 40p)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
TASK B.
The information for the references below has been given in mixed order. Using all of the information in the boxes, rewrite the reference using the correct APA format. (12 points)
Reference 1 in APA format:
Reference 2 in APA format:
Reference 3 in APA format:
TASK C.
Using the quote and the reference information provided in the question file for Task C, Section O1, insert the quotation using a signal phrase, the correct APA format for the specific quotation; integrating it into the space given in the extract titled Your text. (16 points)
YOUR TEXT
In this regard, the sale of a product was not simply the outcome and end of the transaction; rather, it signaled the beginning of the relationship. Importantly, many early organizations were owner managed, with the customer the ultimate arbiter of value.
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
This relational focus was even more pronounced within business-to-business exchange, where cooperative relationships and reciprocity were prevalent from the early 1900s.
TASK D.
For tasks D1 and D2, use the the Journal Article
A Possible Managerial Approach for Internal Organizational Communication Characterization
provided for you as a PDF in your Final Assessment Folder.
D1.
Create the reference for the Journal Article using APA format. (7 points)
Reference in APA format:
D2. Read the Journal Article and write a 150-200 word annotated bibliography entry in your own words, using the techniques covered in class. Write your answer on your answer sheet. (25 points) Procedia – Social and Behavioral Sciences 124 ( 2014 ) 496 503
1877-0428 2014 The Authors. Published by Elsevier Ltd. Open access under CC BY-NC-ND license.
Selection and peer-review under responsibility of SIM 2013 / 12th International Symposium in Management.
doi: 10.1016/j.sbspro.2014.02.512
ScienceDirect
SIM 2013
A Possible Managerial Approach for Internal Organizational
Communication Characterization
Cristina Borcaa,b*, Viorica Baesua
aPolitehnica University Timisoara, Management Faculty, 14 Remus str., 300191 Timisoara, Romania
bAquatim SA, Water and Wastewater Operator in Timis County, 11A Ghe. Lazar str., 300081 Timisoara, Romania
Abstract
The paper will present a proposed approach for the organizational communication diagnosis. Based on relevant references, the
context and the motivation of the research will be outlined. The proposed methodology will be applied for the characterization of
the communication style (for administrative staff, including top management team) in the case of an extant company. The
research conclusion (as SWOT matrix) underlines the improvements that should be made in accordance to the criteria described
in order to gain organizational communication success.
2014 The Authors. Published by Elsevier Ltd.
Selection and peer-review under responsibility of SIM 2013/12th International Symposium in Management.
Keywords: organizational communication, communication style, survey, diagnosis, effectiveness.
1. Introduction
In the last years, scientists of all categories have conducted various research projects regarding organizational
communication from different perspectives, such as: human resources, management, psychology, sociology,
organizational studies, public relations etc. Organizational communication is a field of study within the
communication science. This type of communication represents the way that businesses, enterprises, companies,
firms, institutions or groups communicate in their internal environment to their own members or employees, and
* Corresponding author. Tel.: +4-074-309-9555; fax: +4-025-629-4753.
E-mail address: [emailprotected]
Available online at www.sciencedirect.com
2014 The Authors. Published by Elsevier Ltd. Open access under CC BY-NC-ND license.
Selection and peer-review under responsibility of SIM 2013 / 12th International Symposium in Management.
http://crossmark.crossref.org/dialog/?doi=10.1016/j.sbspro.2014.02.512&domain=pdf
http://creativecommons.org/licenses/by-nc-nd/3.0/
http://creativecommons.org/licenses/by-nc-nd/3.0/
497 Cristina Borca and Viorica Baesu / Procedia – Social and Behavioral Sciences 124 ( 2014 ) 496 503
how the organization as a whole communicates with people (clients, customers, vendors, suppliers, stakeholders,
media, general public etc) outside its environment. Organizational communication is important to the health of an
organization’s members, as well as to the organization’s relationship with outsiders.
It is important to establish a general definition of organizational communication because there are many different
definitions that scholars have used in the past. Establishing one definition will allow the literature review and the
study to focus on one specific area of organizational communication (Figure 1).
Creating efficient and effective internal communication is not an easy process. Managers of different levels need
to communicate goals and tasks to employees, while the employees need to understand their tasks in order to be able
to help achieve the goals of the organization. For a better understanding of what the determinants of successful
internal communication are, this paper will present an overview of the main definitions.
Some references define organizational communication as a basic exchange of information within an organization.
According to (Norbin, S., Halib, M. & Ghazali, Z., 2011) internal communication is the exchange of information
and ideas within an organization. Other researchers offer a broader definition that takes into consideration the social
dynamics of the workplace. For example, (Norbin, S., Halib, M. & Ghazali, Z., 2011) argues that internal
communication is about creating an atmosphere of respect for all employees within an organization. There have
been recognized that communication from management should come directly from one manager to the next, as well
as from supervisor to employee, but as companies grow larger and more complex, this often becomes more difficult
– hence the need for the internal communication function. Consequently, (Norbin, S., Halib, M. & Ghazali, Z., 2011)
defines internal communication as the communication transactions between individuals and/or groups at various
levels and in different areas of specialization that are intended to design and redesign organizations, to implement
designs, and to co-ordinate day-to-day activities.
It has been observed through the research referenced above that organizational communication definitions
address the exchange of knowledge and opinions in the organization, but also that this concept can be credited for
creating a positive atmosphere for all the employees of an organization. Therefore, internal communication has an
interdisciplinary function, integrating elements of human resources management, communication and marketing
(Tkalac Veri, A., Veri, D. & Sriramesh, K., 2012). This definition establishes organizational communication as
a wider dimensional concept.
Fig. 1. The Organizational Communication Overview Based on Definitions
Organizational communication
Internal
organizational
comunication
External
organizational
comunication
Employees Managers
Stakeholders
Public
Society
Media
Custumers
Clients
Users
Market actors
Vendors
Suppliers
Business
partners
Administrative
organizations
Camber of
Commerce
Professional
organizations
Contact, data, information and
knowledge exchange in order to
attend organizational objectives
Increase
organizational
performance and
competitiveness
Improve
organization
imagine
498 Cristina Borca and Viorica Baesu / Procedia – Social and Behavioral Sciences 124 ( 2014 ) 496 503
When organizations grow and become more complex, organizational communication also need to align to
organizational needs and quality increases (Ince, M. & Gl, H., 2011). In this context, the communication processes
in a given organization is about creating and exchanging information in a dependent relationship network, as well as
about transmitting work-related news from the organization to employees, and through employees. According to
(Altinz, M., 2008), organizational communication is the structural communication of all the employees of the
organization with their internal and external environments. Thus, the internal communications objective is to make
employees feel valuable through their participation in programs aimed at achieving organizational objectives
(Abdullah, Z. & Antonay, C. 2012). The internal communicators job is to convince the top management that
employees need to be aware of the organizational plans, objectives and outcomes. This helps the top management
communicate its goals efficiently and effectively, and will lead to employees aligning their efforts as to maximize
effective management. From this perspective, all organizations have to understand that communicating with
employees is a success factor for the whole activity. The main objective of organizational communication is to
inform, disseminate and convince employees about the organizations goals and policy. This can be done by
providing a platform to interact for employees working in various departments and different-level managers, and
will also increase job motivation and satisfaction, will maintain the operations of the organization and will help
attain the organizations objectives (Ince, M. & Gl, H., 2011).
In the context of the conducted research, organizational communication is seen as a technical-economic and
social process that provides contact, data, information and knowledge exchange between the departments and units
of an organization and its environment, with the motivation of organization, its employees and other related actors
(including stakeholders) interests, requirements accomplishment (attending objectives, get informed, attending
performance etc). This definition describes the environment of a company named AQUA the focus of my research
(a company that is state owned and has monopoly on public services water supply for Timisoara, Romania). In the
proposed approach the internal organizational communication of the company will be considered in order to
indentify, describe, and characterize the dominant style employed in building a trustworthy environment (between
the organizations employees) (Abdullah, Z. & Antonay, C., 2012). Also, the role of the public relations department
for the success of the internal organizational communication will also be emphasized in the case of the analyzed
company.
2. Successful Internal Communication Techniques
Knowing the types of internal communication (vertical, horizontal, grapevine and consensus; formal and
informal) is not enough when trying to create a successful and trustworthy communication environment within an
organization. Rather, being aware of techniques that have worked for different organizations will help create a
successful organizational communication environment. According to (Altinz, M., 2008), efficient communication
is the primary device for the adequate implementation of administrative and organizational activities. For this
purpose, the management needs to specify the kind of communication system to be set up and the kind of
communication devices to be used. Communication is vital for any organization. The practices of internal
communication in organizations are crucial as it treats employees with an immense value to attain organizational
objectives (Abdullah, Z. & Antonay, C., 2012). The communication processes in organizations are closely related to
the subjectivity of those involved, as well as to the symbolic process being used. In this context, the perception of
employees and managers about the communication process must be considered, because what they think or feel
affects how they interact and act with the organizational environment (Arnold, E. & Silva, N., 2011). Several
structures and policies need to be followed in order to ensure the effectiveness of internal communication, such as
making sure that employees receive copies of strategies, plans, missions, and goals to be reached. In addition,
employers need to engage in face-to-face communication with the internal publics in order to maintain an effective
internal communication and build a trustworthy organizational environment. Moreover, this could help managers
develop a positive working relationship with their employees, as it encourages an enhanced two-way
communication (Abdullah, Z. & Antonay, C., 2012). Usually, communication in organizations takes place within
the hierarchical pyramid called the organizational structure, and it is known as formal or informal communication.
Formal communication works in specified structures within the organizational rules and towards the organizational
499 Cristina Borca and Viorica Baesu / Procedia – Social and Behavioral Sciences 124 ( 2014 ) 496 503
goals. Informal communication, on the other hand, is unofficial – taking place among staff as face-to-face, telephone
or video-conference interaction (Altinz, M., 2008).
Understanding the importance of organizational communication and the necessary techniques to meet the criteria
for a successful internal communication system, objectives and strategy. To meet the criteria for a successful
organizational communication, it is important to understand that an organization is a unit set up to achieve certain
goals, and communication helps implement the basic functions of management, such as planning, organizing,
decision and control; and thus organizations can fulfill their objectives (Figure 2).
Fig. 2. Criteria for Organizational Communication Success
The first essential criterion for organizational communication is decision-making by management. Without the
necessary information problems cannot be solved, nor can a decision be reached on any issue (Altinz, M., 2008). In
todays business environment effective communication becomes a fundamental requirement (Arnold, E., Silva, N.,
2011). The lack of communication that occurs at higher levels and spreads within the whole organization may cause
misunderstanding among the employees (Ince, M. & Gl, H., 2011). The need for the right information in
conducting business processes (including management and decision-making) is met by communication, which is
mandatory for increasing work efficiency and mobilizing organizational resources (Altinz, M., 2008).
The second essential criterion for organizational communication is the way the organization is structured for
communication (the internal organizational communication system). Cooperation is not possible when employees
are unaware of one anothers needs and emotions (Altinz, M., 2008). Duties and responsibilities must be
segregated fairly to employees in an organization so as to enhance internal relations (Abdullah, Z. & Antonay, C.,
2012). With efficient communication taking place, and with the support of a trustworthy organizational
environment, success is assured (Altinz, M., 2008).
The third essential criterion for organizational communication is how organizations distribute, disseminate and
spread information internally, since they need to absorb desired/required information in order to function effectively
(Abdullah, Z. & Antonay, C., 2012). It has been suggested that knowledge of information should be disseminated
properly in an internal communication practice. Proper information dissemination requires individuals and project
teams to understand how to deliver information within the organization (Abdullah, Z. & Antonay, C., 2012). When
it comes to working in groups, communication is strengthened through an intergroup central channel. Further more,
the ease of information transmission makes it possible to reach the information at the source, allowing for efficient
and correct decisions. Virtual offices (as tools of virtual teams) can present as a whole the elements of information,
500 Cristina Borca and Viorica Baesu / Procedia – Social and Behavioral Sciences 124 ( 2014 ) 496 503
which conventional offices produce in different environments (Aldea, C., Draghici, A. & Dragoi, G., 2012).
Employees need information in order to accomplish their duties, tasks and objectives; top management expects
communicators not only to inform employees and help boost morale, but also craft messages that influence
employees behavior (Abdullah, Z. & Antonay, C., 2012).
The fourth essential criterion for organizational communication is providing the organization and its employees
with the ability to adapt to the technological environment. According to (Arnold, E. & Silva, N., 2011), technology
has made an impact in the workplace through the use of Internet and mobile technologies that reduces the costs for
travel, transportation, mail etc. services. Communication in a virtual environment, as well as in conventional offices,
is essential for obtaining the right information during business processes, including decision-making. Virtual
communication technologies increase the efficiency of communication, especially in virtual teams (Aldea, C.,
Draghici, A. & Dragoi, G., 2012).
3. Research Methodology, Results and Conclusions
The research done about organizational communication in the case of AQUA Company has followed the
framework described in Figure 3. The main objective of the diagnosis was to build-up a SWOT analysis of the
whole organizational communication system that could help top managers improve their work visibility, not only in
the internal environment, but also in the external environment. The research results could affect the companys
business process in such a way as to achieve its main objectives: (1) health and convenience for the companys
consumers; (2) environmental safety and protection of water resources. At the same time, the diagnosis results
(SWOT analysis) are able to deliver important information regarding the main measures that could be taken in order
to obtain a successful organizational communication. In the context of this paper we shall focus on describing how
the communication style has been investigated. The other methodological framework issues include information
about AQUA Company that cannot be used in the scientific dissemination.
Fig. 3. Research Methodology A Proposed Approach for the Communication Management Diagnosis
3.1. Research Scenario for the Communication Style Characterization
In order to identify which is the dominant communication style characterizing the administrative staff (including
managers) of the AQUA Company a survey, based on a questionnaire, was conducted (distributed face-to-face and
on-line). The research objectives were: (a) the most used communication style; (b) the optimal style of
communication in certain operational situations or at certain stages of group development. The method used was
based on a questionnaire.
The required sample size s has been determinate based on N = 55 the population size (total number of the
administrative staff), in accordance with the formula (Krejcie, R. & Morgan, D.,1970):
Diagnosis
Analysis
A. Internal communication processes
characterization:
Formal / informal communication
Vertical / horizontal communication
B. External communication processes
characterization (the communication mix):
Communication with clients
Communication with general public
Publicity strategy: public relation,
advertising, selling policies
Visual indentity elements
Market notoriety (imagine)
Communication
style
Public Realtion
(PR)
Department
Employees
PR specialists
and managers
501 Cristina Borca and Viorica Baesu / Procedia – Social and Behavioral Sciences 124 ( 2014 ) 496 503
s = 2 NP(1 P ) : d2 (N 1) + 2 P (1 P) (1)
where:
2 – is the table value of chi-square for 1 degree of freedom at the desired confidence level (3.841);
P – is the population proportion (assumed to be .50 since this would provide the maximum sample size);
D – is the degree of accuracy expressed as a proportion (.05).
The required sample size was s = 48. The research sample characteristics were: age average 40 49 years old;
62% of the respondents were female (38% were male); 23% of the respondents were managers (from different
levels) and 77% were employees from the administrative staff and also from the PR department; 61% of the
respondents had a university degree (highly-qualified human resources).
A total of 54 fill-in questionnaires were collected but six of them were not valid (48 questionnaires were
considered for processing and getting the research results). The research has been conducted from April 29 to May
13, 2013. The research independent variables used were: age, sex, position held and the educational background.
The questionnaire used to assess the communication style consisted of 80 possible statements, grouped in pairs. The
respondents had to choose from each pair of statements the one that best suited his/her communication style (in a
given situation). The responds were given fast and spontaneous in order to identify the reflex behavior of the
subjects being studied. For each fill-in questionnaire, a score related to each category was calculated: (1)
communication style process-oriented; (2) communication style oriented towards people; (3) communication style
action-oriented; (4) communication style ideas-oriented (Table 1). The calculations have been done using an Excel
spreadsheet that also allowed a graphical representation of the results.
3.2. Research results and conclusions
From the 48 questionnaires completed correctly, the following communication styles of the administrative staff
of the AQUA Company have been identified: 8 employees are action-oriented; 23 employees are process-oriented;
22 are oriented towards people; 2 are oriented towards ideas (Figure 4, e – General research results).
Table 1. Characteristics of the Communication Styles as Research Results
Communication style this people talk about those people are:
Process oriented Numbers, methods, planning, organization,
control, test, analysis, comments,
demonstrations, details.
Systematized, logical thinking, realistic, talkative
(excellent communication skills), insensitive,
prudent, patient.
Oriented towards
people
Needs, motivation, team, communication,
feelings, team spirit, understanding,
sensitivity, conscience, cooperation, faith,
values, expectations, relationships.
Spontaneous, nice, warm, sentimental,
perceptive, wise, empathic.
Action oriented Results, objectives, performance,
productivity, efficiency, advancement,
responsibility, feed-back, experience,
challenges, achievement.
Pragmatic, direct, excited, decide, fast (jumping
from one idea to another), energy (challenging).
Ideas oriented Concepts, innovation, creativity,
opportunities, possibilities, major projects,
interdependence, new ways and methods,
improvements, problems solving potential,
alternative.
Imaginative, charismatic, difficult to understand,
creative, full of new ideas, challenging, vain.
502 Cristina Borca and Viorica Baesu / Procedia – Social and Behavioral Sciences 124 ( 2014 ) 496 503
Fig. 4. Research Results – the Communication Style of Administrative Staff
Action-oriented and idea-oriented communication styles are characteristic of the administrative staff aged 40-59,
signifying that young employees have to learn how to be action and ideas oriented. People and process oriented
employees are present in all age groups (Figure 4, a). The most common communication styles are people and
process oriented for both female and male administrative employees of the AQUA Company (Figure 4, b). The
dominant communication style of the top management is ideas-oriented (as well as people and process) and the
other administrative staff questioned is process and people oriented in the communication process (Figure 4, c). We
have discovered that the ideas-oriented style of communication style is a characteristic of the employees that have
post-graduate studies (Figure 4, d). Based on the research results, it can be concluded that the dominant style in
AQUA Company is process-oriented, but should increase percentages among the company’
