Managing Communications, Knowledge and Information assignment 2

ASSIGNMENT 2 FRONT SHEET
Qualification

BTEC Level 5 HND Diploma in Business

Unit number and title

Unit 16: Managing Communications, Knowledge and Information

Assignment due

19/12/2015

Assignment submitted

19/12/2015

Learner’s name

Nguyen Thi Thu

Assessor name

Hoang Trung Nghia

Learner declaration:
I certify that the work submitted for this assignment is my own and research sources are fully acknowledged.
Learner signature

Date

25/11/2015

Grading grid
P3.1

P3.2

Assignment 2

P3.3

P3.4

P4.1

P4.2

P4.3

M1

M2

M3

D1

D2

D3

This assignment encourages learners to understand how to assess information and knowledge needs and
to be able to create strategies to increase personal networking to widen involvement in the decisionmaking process
1


Scenario:
You are currently working on a company’s program to improve existing internal communication process.
Your company believes that the a new, improved communication process would significantly improve
business performance
Your task is to answer the questions listed in Specific Requirements section in form a 2-5 page report
excluding the cover page, table of contents, list of references.
Notice: students are required to choose a real business then conduct research on that business to answer
the given questions.
The specific tasks will be set out in the following sections.
In this assignment, you will have opportunities to provide evidence against the following criteria.
Indicate the page numbers where the evidence can be found.

Assessment criteria

Expected evidence

Task no.

Assessor’s Feedback

LO3 Be able to develop communication processes
Types: meetings and conferences, workshops and training events, internet and email, written, telephone, video conferencing, one-to-one
meetings
Approaches: structured and coordinated, planned, formal and informal

Strategy: advantages, disadvantages, informal, face-to-face, formal in writing, emotional intelligence
2


Report on functions and
purposes of existing
communication process of your
chosen company
<Criteria No 3 .1>. P 3.1
Learners are require to identify
functions and purposes of
communication process in an
organization

1.

Identify user and user’s

needs
2.

3.1.>

Identify appropriate

communication channels
3.

Inspire user’s confidence

4.

Improve cost

effectiveness

Notice:

at

least

3

3


What can you do to improve
appropriateness of the
communication process
<Criteria No 3.2> . P 3.2

1.

Identify weaknesses of

Learners are required to

existing communication process

suggest ways to improve

(2 way communication)

appropriateness
communication process

2.

3.2.>

Identify and eliminate

noise within communication
process

Notice: at least 3 examples of
noise are required along with

4


Suggest improvements to ensure
greater integration of systems of
communication in that
organization
<Criteria No 3.3>. P 3.3
Learners are required to

suggest improvements to
ensure greater integration of
systems of communication in
this organization

1.

Choose appropriate

communication types:
E.g. Conversation, Meeting,
Memorandum, Presentation,

3.3>

Phone, etc.
2.

Consider relevant factors

before decide communication
methods
E.g. Time, Complexity, Distance,
Confidentiality, etc. (refer to table
provided in BPP book)

5

How can You improve your
own communication skills
Identify

your

mismatch

weakness

with

or

existing

communication process of the
company
Improve

sending

message

skills: selecting and organizing
materials, judging effects of the
messages, choosing language
and
<Criteria No 3.4>. P 3.4

media,

adapt

communication style, use non-

verbal communication, seeking
How can you improve your own
for feedback
communication skills
E.g. ineffective at listening 

3.4>

improve on it, introvert  talk
to people more, etc
Improve receiving
skill:

reading

message
attentively,

extracting relevant information,
listening

attentively,

interpreting, asking questions,
feedback
Notice: at least 3 specific suggestions
are required for each.

6


LO4 Be able to improve systems relating to information and knowledge
Type: hard and soft, websites and mailings, access and dissemination
Style: trends and patterns, diagrams and text, consistent and reliable, current and valid; legal and confidential
Report on existing approaches to
the collection, formatting,
storage and dissemination of
information and knowledge of
<Criteria No 4.1>. P 4.1

the chosen company

Apply the knowledge learnt from the course, learners are
required

E.g. Hard approach, Soft approach

on Formatting E.g. Diagram,
existing approaches to the Text, etc
collection,

to

Approach to Collection

report

formatting,

storage and dissemination of
information and knowledge
of the chosen company

-

4.1>

Storage E.g. Data

Warehousing, Information
Directories
-

Dissemination E.g.

Website and Mailing Paper files
Meeting, etc (with particular
concern over the issues of being
current and valid; legal and

7

Suggest appropriate changes to
improve the collection,
<Criteria No 4.2>. P 4.2

formatting, storage and
dissemination of information and

Apply the knowledge learnt

knowledge of the chosen

from the course, learners are

company.

required to suggest ways to
improve existing approaches
to the collection, formatting,
storage and dissemination of

-

Office Automate System

(OAS): create, store, modify,
display, communicate the
correspondence

4.2>

information and knowledge
of the chosen company.
Evidence of compare &
contrast technique have to be
shown.

-

Knowledge Work System

(KWS): analytical tools, graphic
facilities, communication tools,
access to external databases, etc
-

Artificial Intelligence:

natural language’ programming
tools, perceptive system, etc.

8


How to implement a strategy to
improve access to systems of
information and knowledge of
the chosen company.
Seven stage process:

<Criteria No 4.3>. P 4.3

Prepare action plan for the

1.

Problem situation

2.

Analysis

of

the 3.

improvement program

4.

Conceptualization

5.

Comparison

6.

Changes

7.

Action

implementation

Root definition

4.3>

Notice: application of 7 stage
process is required

9


Assessment criteria

Expected Evidence

Feedback
(note on Merit/Distinction if applicable)

Merit descriptor No.1 (M1)

- Point out weakness and
find the causes of these
weaknesses

of

communication process

- Specifically explain how
suggested solutions could
improve appropriateness of
communication process

Merit descriptor No.2 (M2)

- Relevant theories and
techniques

have

been

applied
1. SSM
2. OAS
3. KWS

- Complex information/data
has been synthesized and
10


processed
E.g. chosen strategies are

made

upon

resources

available to company and
concern over convenience
of related parties
- A range of communication
methods

and

communication techniques
have been applied for doing
research
E.g.

analysis,

comparison, causes and
effect…etc.

- A range of resources of
information has been used.
E.g.

Books,

Journal

Articles, Newspaper, etc.

11


Merit descriptor No.3 (M3)

- Correct application of
Harvard

Referencing

System

- Correct use of Academic
English
- The appropriate structure

and approach has been
used
- Coherent,

logical

development

of

principles/concepts/appli
cation
- A range of methods of

presentation have been
used and legal language
has been accurately used
The communication is
appropriate for familiar and
unfamiliar audiences and
appropriate media have
been used. Your work is
12


made clear and
understandable enough for
Distinction descriptor No.1 (D1)

unfamiliar parties.
- Your whole assignment
must

prove

conclusions

that

your

have

been

arrived at through synthesis
of ideas and have been
justified
E.g. solutions to existing
problems and strategies for
improvement of company’s
communication

process

have to be the results of
strong

understanding

of

company’s current chain of
command,
internal
changes

company’s
capabilities
in

and

external

environment (advancement
in

communication

technologies, channels of
communication being used
13


by others companies) with
sufficient

reference

appropriate

to

literature

review.
-

Self-criticism

of

approach/strategy
application has taken place.
In your assignment, critical
comparisons

have

been

made by referring to pros
and

cons

of

various

alternatives
E.g. compare and contrast
technique must be applied
to shortlist available option
to improve communication
process of the chosen firm,
then more critical review on
shortlist items has to be
done to conclude on the best

option by looking into the
appropriateness

of

those

shortlisted solutions to the
14


specific case of the chosen
company.
Distinction descriptor No.2 (D2)

- Autonomy

and

independence have been
demonstrated with strong
evidence of self-study and
self-research.
assignment

Your
proves

your

own work through Turn-itin software.
- Number

of

Articles/Conceptual
frameworks of

relevant

studies cited while many
different

examples

have

been given to illustrate and
support

to

your

ideas,

points of view in the
assignment
Distinction descriptor No.3 (D3)

Provide suggestion
innovative and
15


practical/realistic solutions
to the existing problems of
communication process of
your chosen company

Summative feedback

Assessor’s Signature
IV Grading Check:

Date
Comments if any:

Agree
Disagree

IV Signature

Modify grade to

Date

16

Table of Contents

17


Introduction
Established in 1992, IDC Group rose to become a prestigious group, operating on a national scale and
regional recognition. With operational experience of nearly 25 years, IDC is now one of the top 5
companies in the field of Information Technology in Vietnam. IDC has become the Authorized Distributor
for many well-known manufacturers in the world. This success was achieved thanks to the relentless
efforts of the Group for a new IT reality in the near future. IDC is committed to providing products of
Information Technology high quality of many prestigious companies in the world, and apply advanced
technologies in production and assembly of high-end products branded Vietnam. The new research
programs and facilities to meet the demand, the increasing demands of consumers. (Group, 2015). With
this assignment, we analysis how improve systems relating to information and knowledge, develop
communication processes

LO3 Be able to develop communication processes
3.1 Report on functions and purposes of existing communication process of your
chosen company
1, Functions of existing communication process of IDC Group
According to information from Management study Guide, communication has 5 basic functions as it is the
means by which the speaker is used to communicate to the listener; it helps create relationships for
everyone; it is a means for people use for instruction. It is means that any people can easily express the
needs, it is a means by which people can use it as a weapon to win. Communication involves a mutual
exchange of understanding and is the essence of the basic functions of business management, which
include staffing, directing, planning, organizing and controlling. Communication is necessary to
effectively function, both inside an organization and when dealing with the outside world. Business
communication can be both oral and written in nature. (Managementstudyguide, 2015) Five functions of
communication are motivation, control, interaction, providing information, providing feedback, as below:

18


Motivation
Management uses communication to motivate employees to achieve peak performance, specific objectives
for the company, by clarifying the expectations of workers and the incentives to meet or exceed
expectations. For example, by communicating with salespeople that if salespeople achieve their annual
sales, they will receive a bonus of 10 percent, this creates for staff motivation, making them highly
motivated to sell, help companies achieve overall sales goals. (Chris Joseph, 2015)

Control
Companies use communication as a way to maintain control of employees and their work environment.
The company issued the policy documents and procedures for human resources how employees are
allowed to act at work, job description outlining the parameters of the job functions of an employee.
Performance reviews control whether an employee receives a raise or attains a promotion. (Chris Joseph,
2015)
Interaction
Communication allows employees to interact with customers and with each other, with a customer service
department, they communicate with customers to help customers solve problems. Besides, the interaction
is possible through communication networks, such as a business letter can be used to introduce a company
to the potential customers. Employees can social interaction both at work and outside work.
Communication is essential for employees working on a project or during training. (Chris Joseph, 2015)
Providing Information
Information is dispersed throughout an organization through written or verbal communication. For
example, business owner may send out a memo explaining a change in the company's objectives in next
year, or business meeting may be used as a way to communicate a new office procedure. (Chris Joseph,
2015)

19

Providing Feedback
Communication allows for employees, managers and business owners to give and receive feedback on
changes that are being considered or have already been implemented. For example, if company is
considering the purchase of a new human resources system, company may first consult with employees to
determine what factor the system should include and what help they may need establish the system. (Chris
Joseph, 2015)
This is functions of communication process in IDC Group, to clear understand communication process, we explored
in the next section below about existence of communication process in IDC group.

2. The existence of communication process in IDC Group
a. User and user’s needs
Identify user is with information must be suited and sent to the right person (one who needs it to do a job,
make a decision etc). Accuracy within the user's needs with information should be "accurate" in the sense
of "correct": downright falsehood and error are fatal to effective communication of any sort. It may,
however, be impossible - or at least time-consuming and expensive - to gather, process and assimilate
information that is minutely detailed. (BPP Learning Media Ltd, 2013)

According to research IDC company, from survey results, communication used by all members of the
company, and are divided by departments. From the survey results, we see the marketing department uses
to communicate the most (40%), followed by accounting and human resource department (22%), other

20


departments is 16%. Therefore, we see that the company using the contact information is divided by the
main departments; everyone is used to communicate during work.

Beside, purpose of communication in the company of the members to discuss the work, establish and

maintain relationships, gossip, etc. From the survey results, we see the main purpose of communication in
the company is to swap jobs (62%), followed by establishing and maintaining relationships (24%), lowest
in the chat (4%). Therefore, we can see that the purpose of the communication of people in the company
are clearly defined, the job is placed on top, creating efficient work in the company, the conversation,
chatting up only a small amount. According to Mr. Nguyen Kien Cuong - Branch Manager of Hanoi, the
purpose of communication in IDC company to discuss the work. Employee exchange work with other
employee in department or other departments. At the weekend, they also will have meetings to discuss
work and plans.
b.Identify appropriate communication channels: Choosing the right method of communication is
important. How information is communicated will impact on how it is interpreted. A channel that will help
the receiver correctly interpret the information should be used. The choice of medium will depend on
numerous factors, include in time, complexity, distance, written record, feedback, etc and some tool such
as meeting, telephone, presentation, etc. (BPP Learning Media Ltd, 2013)

21


To communicate, people communicate in the company through the channel as meeting and conferences,
workshop and training event, Internet and E-mail, Telephone, and written. According to the survey results
in the chart above, we see that communication channels are used the most in IDC is Internet and E-mail
(68%), the next is use telephone (22%), then is meeting and conferences (6%), workshop and training
event (4%), and written (0%). Therefore, we see that the popular communication channel is the Internet
and E-mail, this serves the purpose of communication to exchange work is appropriate, facilitate
communication purposes is reasonable. The communicate by written in companies accounted for 0%, this
is a communication channel is no longer popular, so this proves the company has improved
communication channels, with the reception to the overall change. According to Mr. Le Tuan Anh - Head
of Administrative Department at IDC Group, there are two main forms of communication that he usually
using in his department is the intranet and external. Intranet as email, external network is a forum, notice
boards, social network, department homepage.
c.Inspire user’s confidence is information should not give the user reason to mistrust, disbelieve or

ignore it, eg because it is out-of-date, badly presented or from an unreliable source. It should be verifiable
by reference, or by application (which risks finding out the hard way, if the information is incorrect. (BPP
Learning Media Ltd, 2013)

22


From the above survey results, we found that with the communication channel in the company of much
help to people in making decisions (52%), besides that there are other ideas that are not helpful them in
making decisions at work (14%), and some consider it useful very low proportion (4%). Therefore, we see
that, the choice of communication channels within the company, support for people with little given the
right information, companies need to make a positive approach to improve.
3.Cost effective is good information should not cost more than it is worth. Gathering, storing, retrieving
and communicating an item of information may require expense of time, energy and resources: if the
expense is greater than the potential value of the item, re-consider whether the information is necessary to
such a degree of accuracy, completeness etc or even necessary at all. (BPP Learning Media Ltd, 2013)
The Choice of communication channels primarily through media saves costs and time for IDC. This is
shown by the staff identified the use of communication channels for work purposes, they use the
communication channels to exchange information, planning, time savings, as well as costs, has been
highly effective in creating jobs.

3.2 What can you do to improve appropriateness of the communication process
1. Weaknesses of existing communication process in IDC Company
a. Weakness of communication channels

23


With the result of survey, according to the results of the evaluation comments from employees about
organize meetings, we see that 44% of employees answer is very little, 46% of employees answer that

sometimes, 8% said rarely and only 2% of employee answer is regular. To better understand this issue, we
interviewed Mr. Nguyen Anh Quang - Head of HR Department. According Mr.Quang, IDC Group usually
organizes meetings on Monday of the first week, happen between employee and head of department.
Besides that, company has also meeting between the head of department and the manager is usually held
at the end of the month to report on the results of work in the last month. The meeting between directors or
higher levels and employees are very rarely, it held when the end of a quarter or a year are held. Through
the interview with Mr. Quang above, we can see that IDC Group have just three types of meeting are
week, quarter and year. They are basic meetings and not enough for the company, which make the
employees do not get many opportunities to express their views with the senior.
b. Weakness of one – way communication process

24


From result survey , we have information about contribute idea in meetings in IDC Group, with 46% of
employees answer is rarely, 36% of employees answer is less, 14% of employees answered is sometimes,
and only 4% of employees answer is regularly. This means that in meetings at IDC Group, they often only
report on the results of work or planning for new projects and employees do not have many opportunities
to express their personal views. This is the weak point of the company, while the company has no
understanding among employees, at the barriers they still self-conscious about myself, or is by the style,
culture work of IDC. Besides, the communication channel is not suitable, the form of communication here
is one-way, employees only received information from superiors, but superiors do not need to be listened
to from staff. This made between staff and superiors major barrier to understanding the message, affecting
work.

To confirmed once again the weaknesses in the channels of communication, we have launched the survey
questions for employees is "what is less effective communication channel in your company?” . With the
result was as follows, 4% of employees answered the mail, 8% of employees answered the telephone, 32%
answered that written, and accounted for most, with 56% of employees answered the meeting. This
indicates that the meeting is the weakest of the channel information of IDC group.

25