The multinational organization ABC Pvt. Ltd. is situated in the countries of Australia, Vietnam, India, Nigerian and Oman. This company serves the purpose of manufacturing, distributing and selling agricultural equipments to the domestic a well as international clients. This company comprises of 8000 employees in all the five countries and caters to the needs of more than a million customers all over the world. The company is headquartered in Australia and the offices are situated in all other places. The company has always managed to make good reputation in the local and international market. They have managed to build satisfaction not only among the customers but also among the employees. However, the company is currently facing communication challenges while operating within the local and international market. The challenges have emerged due to three major factors- ineffective use of social media, lack of proper feedback and problems in intercultural communication (Blando et al., 2015). This report will outline the issues in detail and provide recommendation for the same.
Purpose of the report
The purpose of the report is to find out the issues that have emerged in three different areas of the company. The company is recently facing the issue in terms of communication due to ineffective use of social media, lack of proper feedback and problems in intercultural communication. The first issue revolved on the issues emerging due to the ineffective use of social media such as, wiki, blogs, social network in order to guide and provide support to the teams for sharing and contributing ideas, establishing a firm base on knowledge and managing different kinds of tasks (Bonaccio et al., 2016). The second issue revolved on the insufficient feedback received from the clients, which resulted in the lack of improving the products and service delivery. The third issue was based on the gap in communication and understanding due to difference in culture in various spheres. Therefore, the purpose of this report is to throw light on several issues and provide resolution for the same.
Scope of the report
The scope of the report lied in the extent to which the issues in communication dealt with. The report has described in detail the communication issues in various spheres of life. It was mentioned that the issues have emerged in the areas of ineffective use of social media, lack of proper feedback from the client and lack of transparent communication due to difference in culture. The case study has mentioned that the company functions in five different countries of Oman, Vietnam, Australia, Nigeria and India and therefore communication is a major issue. The difference in the cultural background of all the places has often led to mistrust and misunderstandings among the individuals (Colbert, Yee & George, 2016). The report has also presented a clear concept regarding imp[roper feedback from the clients due to mishandling of social media. However, the scope of the report still goes beyond the communication issues already mentioned. There is further opportunity to look out for strategies that can give a probable solution to the identified issues. Apart from that, the report can outline the steps taken by other companies in resolving the communication issues and implement the same in case of ABC Pvt. Ltd.
The report outcome has focused on the correct identification of the communication issues in the multinational organization ABC Pvt. Ltd. It was found out that the offices of the company in different parts of the world has resulted in different communication related issues. The formation of virtual network was a problem due to the difference in culture of various teams. The report has focused on the ineffective use of social media such as wiki, blogs and social media platforms to gather feedback from the clients. They lacked an effective communication system in the organization and immediately required a communication manager who can fix the issues. Moreover, the organization functions on both domestic and international platforms therefore they need to assure that ineffective communication do not hamper their productivity (Conrad, 2014). The findings have stressed on the fact that the managers of the organization need to be aware of the different cultural traits on the employees. Moreover, they should be provided proper training on the successful use of social media to gather feedback from the clients. A suitable two- way communication will help the company to highlight their strengths and cut short the weaknesses.
Structure of the report
The report was structured appropriately by maintaining a step- by- step procedure. The introduction about the company made it easy to understand the functions that they carry out on a domestic and international level. The introduction part highlighted the issues that the company was facing in the recent time along with brief explanation. It was followed by the purpose of writing the report. The task became easy as the issues were previously identified therefore the purpose became clear to resolve the communication related issues. The report was rightly structured by using the scope part where it was mentioned about the things not discussed. It provided the opportunity for further research to focus on the gap, which remained incomplete in the previous report. The report outcome has also analyzed the findings in a clear and precise manner (Earl & Taylor, 2015). The following part will evaluate the present situation of the company ABC Pvt. Ltd. on based on the three issues of social media, feedback from the clients and intercultural communications. The conclusion after that will summarize the findings in order to highlight the major factors raised in the report and finally, recommend probable solutions for the benefit of the organization.
Analysis of current situation
The first issue was revolved around the ineffective use of social media such as wikis, blogs and other social media platforms to gather the employees in different countries on a common ground. Social networking helps in establishing firm base in knowledge, sharing and contributing opinions and ideas and managing activities effectively. It was found out from previous literature that the major companies all over the world have started investing on their social media campaigns in order to collect feedback from clients. Social media helps in building effective network among virtual teams and indulge the customers in providing relevant information, which is necessary for ABC Pvt. Ltd. Social media or new media can effectively benefit in engaging customers or clients and enhance their loyalty and retention. According to a report by Bain & Company, it was evaluated that the companies who are highly involved in the use of social media marketing reflect a better emotional connection with the brands in comparison to others (Femi, 2014).
Issue two: feedback
It was found out from the case study that there is a lack of proper feedback from the clients, which is restricting them to work on improving their products and service delivery. Feedback from the clients plays an integral part in the functioning of the organization and constructive feedback is always helpful for the benefits of the organization. According to Gibson & Sodeman (2014), feedback in the organization is responsible boosting up a connection among the customers by fulfilling their needs and enquiring about their demands. Receiving feedback has become easy due to the onset of social media in the current era and every organization is trying to make effective use of the same. From the review of managers of different organizations it was found out that that all the efficient leaders are great listeners who paid attention to the clients’ problems. As ABC Pvt. Ltd. lacked an effective feedback system, therefore they could not read the pulse of their clients. They remained one- step backward in comparison to other companies when it came to improve their products and service delivery (Hammer et al., 2015).
Issue three: intercultural communication
Intercultural communication possesses both advantages and disadvantages in the contemporary business environment. In the multi- national organization, ABC Pvt. Ltd. intercultural communication is of utmost importance as the offices are located in five different countries. However, the company completely failed in doing so and it became a critical issue. As per Hammersley & Reid (2014), intercultural communication helps in finding out a wider range of viewpoints on certain challenges faced by the organization. When employees are hired from different cultural background, it becomes easy for the company to spread their business in the international market. Intercultural communication in the workplace provides an opportunity to use new and innovative technologies in working on a project without the teams being physically present in a single location. By communicating effectively with the diverse workforce, the organization can get the scope of knowing each employee individually to be acquainted with his or her culture. The intercultural communication within a team paves the way for a wide range of skills that can effectively fit into the strategies for solving certain conflicts or issues. Intercultural communication in the workplace is the key to successful functioning within a diverse business environment (Han et al., 2014).
It can be concluded from this report that communication was the major area of concern in the functioning of the multinational organization ABC Pvt. Ltd. the three areas were identified to be ineffective use of social media, lack of constructive feedback from the client and mistrust and misunderstanding in intercultural communication. The purpose of the report was to find effective strategies for resolving the issues by analyzing the present situation. Previous literature was reviewed to find out about the effectiveness of using social media in workplace, gather feedback from the client regarding improvement of the product and service delivery and importance of intercultural communication. The report will further recommend ways to find out strategies for effective resolution of the issues in the communication arena of the ABC Pvt. Ltd.
Issue one: social media
It can be recommended that the multinational organization ABC Pvt. Ltd. should learn to make effective use of social media platforms and invest in social media campaigns. They should understand that social media would be helpful in binding the teams from different parts of the world where the individuals can share their opinions on a conflict or a issue. It would help the employees to take a break from their monotonous work life and they can get acquainted with each other. ABC Pvt. Ltd. should make social media effectively by maintaining professional ethics and strengthen relationships.
Issue two: feedback
For ABC Pvt. Ltd. it can be suggested that they need to pay attention in gathering constrictive feedback from the clients to improve their products and service delivery. Feedback can be collected from both ends, which makes the internal communication of the organization stronger. The multinational organization ABC Pvt. Ltd. should gather both positive and negative feedback from their clients to find out their needs and wants. It would help them to structure their activities accordingly and thus, set up a successful business in the competitive market. Feedback can be gathered from the clients through social media, which will lead to efficient decision- making in the organization.
Issue three: intercultural communication
The third issue was related to intercultural communication and it can be recommended that ABC Pvt. Ltd. should take it seriously in order to enhance teamwork within the five offices located in different parts of the world. It will be helpful in understanding the cultural differences of every individual and there will not be any kind of cultural conflict. It can be suggested that by using intercultural communication in a proper manner, ABC Pvt. Ltd. will get a competitive advantage in the global market. It will mitigate any kind of cultural conflict within the organization and lead to motivation among the employees.
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