TABLE OF CONTENT No 1 2 3 4 Acknowledgment Introduction Background Company The Interview Problems of Communication I.

Head of Unit Development & Technical Consulting Services (Jabatan Perikanan Malaysia) 5 II. Financial and Administrative Department (Jabatan Perikanan Malaysia) III. Executive Staff-Designer (SIRIM BERHAD) 14-15 13-14 12-13 Topic Pages 3 4 5-8 9-11

Barriers to Communication Problems A. Head of Unit Development & Technical Consulting Services (Jabatan Perikanan Malaysia) 6 B. Financial and Administrative Department (Jabatan Perikanan Malaysia) C. Executive Staff-Designer (SIRIM BERHAD) 7 8 9 10 How to Overcome Communication Problems Conclusion Reference Photo Sessions and Contacts 18 19-20 21 22 17 16

ACKNOWLEDGEMENT

First of all, thank to Allah for giving us chance to fulfil this second assignment and SIRIM Sdn Bhd (Kuala Terengganu) and Jabatan Perikanan Malaysia for all the cooperation given .Without their cooperation, we would not be able to complete this research.

Special thank to Faculty of Business Management and Accounting for giving us permission to do research outside and to our Business Communication Lecturer, Mr Ahmad Zool Fadli Bin Naharuddin for help us while we were doing this research. Thank you for willing to spend some times to check our report research.

Last but not least, thank you so much to

our group members for all the

cooperation that had been given in completing this report on time. We finally make it on time even though we once having hard times in completing this report. Thank you also for our colleges for supporting us to continue our assignment until finished whether direct and indirect. Lastly, thanks to our families for their love and support.

INTRODUCTION Communication is the process of transferring information from a sender to a receiver. The essence of communication is sharing-providing data, information, and insight in an exchange that benefits both the sender and the receiver. Chip Rose, Attorney and Mediator also said as We all use language to communicate, to express ourselves, to get our ideas across, and to connect with the person to whom we are speaking. When a relationship is working, the act of communicating seems to flow relatively effortlessly. When a relationship is deteriorating the act of communicating can be as frustrating as climbing a hill of sand.In the communication also have the three components of communication such as verbal messages, paraverbal messages and nonverbal messages. The verbal component refers to the content of our message, the choice and arrangement of our words. The paraverbal component refers to how we say what we say the tone, pacing and volume of our voices. The nonverbal component refers to the message we send through our body language.

BACKGROUND COMPANY JABATAN PERIKANAN NEGERI TERENGGANU

Second organisation that we chose for our interview location is Jabatan Perikanan Negeri Terengganu. This organisation is located at Wisma Perikanan Negeri, Taman Perikanan Cendering, 21080 Kuala Terengganu, Terengganu. This organisation is a parent company which is 100% of the government and under of Ministry of Agriculture ( MOA ). The history of Jabatan Perikanan began when the British government developed Unit of Colony Fishery in 1894 and was placed under the Primary Secretary Office of Southern States. The Unit of Colony Fishery was established by the British Government under low administrative secretary of Associated Malay States and Straits. Overall there are seven unit departments in this organisation. They are Unit of Adminstrative and Finance, Unit of Development & Technical Consulting Services, Unit of Human Resources Management, Unit of Management of Fishery Informations, Unit of Resources Protection, Unit of Planning and International, and Unit of Licensing and Resource Management.

The mission of Jabatan Perikanan is developing dynamic fishery industry based on the market through creative and innovative approach, in addition to manage efficient, innovation and environmental of global fishery sources based on scientific information and rigorous governance. While the mission of this organisation is peneraju transfomasi perikanan mampan dan berdaya saing. Besides on mission and vission, this organisations objective is to realize the outputs of fish in order purpose of food is about 2.6 millions tonnes through the contribution of optimum caught fishery is about 1.8 millions tonnes and aquacultural about 0.8 millions tonnes. Developing and promoting 10 new technologies in 2020 is the main objective for this organisation. Jabatan Perikanan Negeri Terengganu is responsible in giving the quality and equitable services to all customers like preparing various information about fishery within 5 years working day period from the date of receipt of application and giving responds in service of technical supportment and enlarging onto the investment suggestion in fishery sector within 10 days from the date of receipt of application

SIRIM BERHAD

SIRIM BERHAD has now grown to be among the top 15 standards organization in the world with more than 40 years of experiences. Sirim Berhad has carved a function for itself as a reputable organization and able to serve all sectors of the Malaysia industry. As a unique research and technology organization, Sirim has risen to the challenge of creating high value and providing new technologies to the industry. Sirim also continues to support itself in spearheading new areas of technology and innovation in assisting the local industry reach world-class status and enter the global market. Sirim continues to explore and position itself as the centre of excellence in the areas of Nanotechnology, Industrial Biotechnology, Metrology and Automotive Component. The corporate vision by Sirim Berhad is to be among the worlds best in quality and technology. Meanwhile, corporate mission is make businesses compete better through quality and technology innovations. Sirim also gained international recognition in Standards and Conformity Assessment as the champion of quality. Then, Sirim provides a comprehensive range of certification, inspection and testing services to the industry which are accredited to international standards by organizations such as Standards Malaysia and the United Kingdom Accreditation Services. Sirim Berhad has tremendously contributed to the dynamic national economy, enabling local product to receive their due recognition with the collective effort and strength of manpower. The specialized services by Sirim are SMEs support services in technology and
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quality, seminars and training programmers on technology and quality, technology information and dissemination services and incubator programmers (investment casting, electroplating and detergent making). Furthermore, Sirim Berhad was get some awards in 2012 which is silver medal at MTE2012- Intelligent file retrieval system, gold medal at MTE2012 in innovative method for producing biomedical components, and bronze medal MTE2012 multimedia self-reliant toolkit system on quality management system.

THE INTERVIEW We have interviewed two head from different units within this organisation, which are Administrative & Financial Unit and Development & Technical Consulting Services Unit. The two interviewees are Miss Mariam Bt Marip and Madam Anis Mazidah Bt Abd Samad. Madam Anis Mazidah Bt Abd Samad ( Head of Unit Development & Technical Consulting Services ) Madam Anis Mazidah Bt Abd Samad is a head of Unit Development & Technical Consulting Services in Jabatan Perikanan Negeri Terengganu. Besides that, she also holds the position of Assistant Manager and at the same time she is a fisheries officer. Madam Anis Mazidah was born on 02 July 1975 in Temerloh, Pahang. She graduated from University of Putra Malaysia ( UPM ) in Diploma of Fishery from 1993 to 1996. Then, she continued her degree in the same course at UPM for four years. After she graduated, she got a job as an assistant researcher at her previous study place, which was at UPM. She worked for almost 1 year. Then, she got offer to work as a fisheries officer in Jabatan Perikanan Negeri Terengganu in 2002 . After a period of working, she have been promoted to be a head of unit in the organisation. She became the head unit of Development & Technical Consulting Services from 2004 until today. In Unit of Development & Technical Consulting Services, there are 2 staffs under Madam Anis Mazidah that she has to manage. The two of them are males. Actually, the functions of this unit is to survey and regulate implementation of policies and development strategies of each sectors. Besides that, the function is to coordinate the procurement process and ownership and also manage the land use of department.

The job descriptions by Madam Anis Mazidah are to be in charge in development projects, take care of money allocated of development and all things that relate to fishery she has to covered. At the same time, she has to be in charge with departments lands and making sure the lands are not violated by any party. She also responsible in MOA inks.

Ms Mariam binti Marip (Financial and Administration Manager). Miss Mariam binti Marip is a financial and administration Manager at Terengganu Fisheries State Department since 3 Jan 2011. This interview took place at her office 1 floor, Wisma Perikanan Negeri, Taman Perikanan Chendering, Chendering Terengganu. Born in April 18 1986 at Kota Belut Kampung Jawi-Jawi , Sabah.26 years old for this year. Her education background, study at University Malaysia Terengganu, Terengganu in Diploma of fisheries then further study at the same university in Bachelor of Science Agro technology Aquaculture. She stays in Terengganu almost 8 years starting study from study here. Her contact number . Miss Mariam is fresh graduates from University Malaysia Terengganu, after graduates she gets call for this job. She also active in co-curriculum activity while studying in university as Palapes(laut). As a financial and administration manager unit, her subordinates are 13 employees in one unit from 7 units.

Job description: 1. Responsible on the administrative and financial affairs office at the State fisheries. 2. Ensure that the Statement of Account Adjustments and development sent to the State Accountant General every month. 3. Ensure payment for services and supplies, purchase of assets, the provision of fixed and other expenses. 4. Manage the movement of wages and salary adjustments.

En Tuan NurZali bin Tuan Sembat (Executive Staff - Designer) Interviewing En Tuan NurZali bin Tuan Sembat, as an Executive Staff at Sirim Berhad Terengganu. En Tuan NurZali bin Tuan Sembat is an Executive Staff at Sirim Berhad Terengganu since the year of 1994. This interview occurred at Lot 1929P Kawasan Perindustrian Chendering, Kuala Terengganu, Terengganu Darul Iman. Born in September 28,1968 at Terengganu. His education background, study at Politeknik Kota Bharu and further his study in Diploma at Politeknik for 2 years and take Bachelor of IT at Open University Malaysia (OUM) for 5 years. His working experience is work at Sirim Headquarter Shah Alam since 1991 for 3 years as a technician and transferred to Sirim Berhad Terengganu in 1994 until now as executive. JOB DESCRIPTION: 1. Designer product development and create a new product. 2. Come out the design using resuming casting and candles to make copper.

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PROBLEMS OF COMMUNICATION Head of Unit Development & Technical Consulting Services The problems of communication normally happen in all organisations, either small problems or serious problems. It also same happens to Madam Anis Mazidah in her unit department. According to this interviewee, the serious problem that always happen in her unit department is difficulting to accept reprimands. Her staffs consist of different level ages and most of them have been worked for a long period more than her. It seems like the staffs are very familiar with the organisation compare to her as she is still new and freshy with the organisation. So, the staffs always think the faults that they have done are normal and do not need to be worry or concern more. Sometimes when she delivers reprimands and advises, they give negative feedbacks to her. Like, they do not focus on what she have talked about. They do other job while she is talking. First they follow her advises in almost two weeks, then they repeat to do the same fault after that. Besides that, the problem that seem likely to occur in Madam Anis Mazidahs unit department is absenteeism. The staffs who are familiar with this organisation, they like to absence to work. They indiscriminately to decide whether they want to go working or not, kind of this organisation is theirs. Some of them give reason sick for the absence. When it is more than two days absence, that staff will be called by the head of each units. This becomes one of the problem which Madam Anis Mazidah should to be responsible. The problem that also normally happen in this unit department is male staffs are unpredictable. When her male staffs look like have problems, she will ask them. But, they normally say they are fine. So, it is hard for her in managing the tasks. The tasks that have given cannot be completed at the specific time because of their personally problem. She

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advised them, dont bring personal problem to office and whatever matter relates with office dont bring to your home. This is one of the serious problem that should be avoided.

Financial and administrative department. Communication in organizations is importance and encompasses all the means, both formal and informal by which information is passed up, down, and across the network of officers and employees in a business. Communication is best achieved through simple planning and control and communication need to nurture than it come naturally. The purposes communication is transmission of information and meaning from one individual or group to another. These various modes of communication may be used to disseminate official information between employees and management, to exchange hearsay and rumors or anything in between. The challenge for business is to channel these myriad communications so they serve to improve the communication within the organizations. The challenges for business communication in fisheries departments also exists although it little. The type of knowledge communication problem that faces in fisheries department is misconception in interpreting the idea that being send among individuals follow their education levels. As example for the old employees in fisheries have their different thoughts with the officers that graduates from university in solving problems and also problem about symptoms pension. The symptoms pension always happen in all organization where the older employees that near the pension does not want to hear any orders from manager and always delay the work that been given.

This group of problems can be illustrated with the following quotes from financial and administrative manager. Perhaps the importance of good communication is best understood by considering what things would be like in absence and also open minded system where no
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constrain among manager and staff. The problems within other department and staffs in one of projects can arise due to time constraints in a communication situation, The information about projects that has due date need to present is being delay due to the channel that being using. Furthermore, the staff that slow pick up and always need to be remind what they need to do and also explain clearly due to language problems.

This is the businesss communication with its public counterparts such as supplier, service companies, customers and the general public. Informal strategies of communication such as rumors and the company grapevine, can be out of the companys control. The grapevine is a bottom- up form of communication, in which employees try to understand what is happening around them when there is no official word from management. Executive Staff - Designer In our interview, we have the opportunity to note En Zali experiences in how to overcome in managing communication problems. We have asked En Zali a few questions about communication problem at his workplace. First question is what are the communication problem arise between you and your subordinate? Second, how do you motivate your subordinate? He (En Zali) said, Here I did not have a lot of communication problems because I only have 4 subordinates. Nevertheless, communication problems will arise when we get a project which is conflicts occur when some of subordinate not punctual with their work. For example, we were given a time to complete our project and when an employee is unable to perform his duties well, his will influence other workers because our work has several stage and step that must be follow before a product be produced. I believe that, this situation happen because they do not understand with instruction given.

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In addition, En Zali said, To create a productive employee, I prefer to motivate my employees with take approaches such as create a family environment in the workplace. This is because; my subordinates are mostly graduates from University and Politeknik. With this way, it can strengthen the relationship and they not ashamed to share problem with me. Then, I encourage them to work in a team so that they are more motivated to give best perform with task given. To interviewing En Zali, we also asked to interview one of his employee Cik Najiha bt Mat Kiar about her opinion and experience working under En Zali. She (Cik Najiha) responds that, I think what make me happy and productive to work here is we have one of the most ideal work environments and my good work is recognized. En Zali also an open minded leader and may have been consulted. She adds, When we have problem in work we are not anxious to share with his. We will ask for more details about a point when we do not understand. He does not directly scold us with our mistake.

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BARRIERS TO COMMUNICATION PROBLEMS Head of Unit Development & Technical Consulting Services Depends on this interviewee, Madam Anis Mazidah, she has to face 2 major barriers to communication problems in her unit organisation. The barriers are some staffs are trying to run from problems and the problem that he/she made, they relate with other person. Staffs those who are trying to run from problems normally happen to male staffs. When a problem occur they try to admit it. They change to talk with another topic when Madam Anis Mazidah starts to nag and scold them. Example the problem is the project or task is not completed at the specific time when being asked. Thus, it becomes a serious problem to her to make improvement with this category of staffs. In addition, some staffs also relate the problem that they have made with other person. It seems like they are not their fault and they try to involve in their friends name into the problem. Some staffs involve in other person with the problem because they do not want if only them will be punish. They wouldnt admit that problem is their fault as long as they involve in with other person. It is difficult to Madam Anis Mazidah to identify who is the actual fault. All of this barriers do not break her spirit to become more successful in the future. This barriers are the challenges that make her to improve her lerdership skill, communication with staffs and responsiblity as a head of unit organisation. She has mentioned that all people has its own challenges and the challenges will make us become more better and think more mature in the future.

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Financial and administrative Department. Most people pick and choose what they actually retain when someone is talking. Any number of factors can cause this, ranging from the respect a person has for the speaker to what the speaker is saying and how it relates to what the employee is in other word how may the sender encode a message and how does the receiver decode a message?. For example staff had done the tasks that not follow the requirement that needed from management. Communication in organizations should easy and understandable. Management terms and jargon or stiff or flowery language may contribute to the wrong impression among employees what are being talking down to them, or may simply lose their interest and defeat the purpose. Management should obtain and analyze feedback about the state of communications in their organization. Indeed, managers may have misperceptions about the quality of communication because they have different of educations level. Perhaps in psychological barriers is where everyone brings to the communication process a different set of cultural, ethical, and personal values. In this different educations level also contribute to this barrier where the older staff that have a lot of experience in solving problem where the new staff using theories to solve it can arise argument in this situation. For nonverbal distractions, many of us find it hard to listen if a speaker is different from what we view as normal. Unusual clothing, speech mannerisms, body twitches, or a radical hairstyle can cause enough distraction to prevent us from hearing what the speaker has to say.

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Executive Staff - Designer Listening is an important part of the communication. Some researchers suggest that we listen at only 25 percent efficiency. When someone talking, most people pick and choose what they actually retain. A lot of factors can cause this such as the employee might not pay too much attention to a leader or manager. This barriers call as physical barriers in business communication. Physical impediments include noisy surroundings and difficult to listen if in ill, tired or uncomfortable. Besides, communication in organizations should easy and understandable. Language problem become a barriers in communication. For example unfamiliar words can destroy the communication process. For En Zali situation, his employees mostly from graduated in University and Politeknik so, language uses and method of service must emphasized when communication in order to make the work and instruction complete properly. Manager must know what the best ways to deliver a direction in a different age group. This is because; in an organization employees differ in term of age. Management terms and jargon language may contribute to the impression among employees when they talk. Manager should know their state of communication at their company. Manager also may have misperceptions about the quality of communications because they have failed to gain themselves to significant information from others.

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HOW TO OVERCOME COMMUNICATION PROBLEMS Each problem has possible solutions to overcome it. It depends on how the people react with the problem based on their knowledge, experiences, and sources. The tactics used to overcome the problems is foster an open communication climate where the manager in will call the subordinate give to them a few advise and counseling and also will sent them to motivation program. Other than that, the managers also will promote professionalism workplace relationship where all the staff needs to differentiate personal and be professional. For the discipline problem the manager will tack action by calling the individual per person asking where there they have problems, and also provide counseling services if the staff still not have any changes organization will send the problem staff to motivation programs but if the employees still repeat the same mistake will be send letter. To overcome the syndrome pension the organization will send the employees to counseling and motivation in upgrade self responsibilities. Furthermore, when staff absence for more than two day the manager will call them and make sure the registered letter being accepted, if they do not give any reaction the manager will make a conference with upper management and take approach by hold their salary for a few months or reduction in rank. Some staffs are difficult to accept reprimands and always repeat the same fault, so the manager was take action based on the Civil Servants Disciplinary Regulations or by place them in improvement stage for a few weeks. Moreover, the manager must know how to control the surroundings. For example, choose a quiet time and place for listening and moves away from loud people or engines to listen for main points. The listener or subordinates must give concentrations on the direction given. Concentration is superior and satisfaction is heightened when we look for and recognize the speakers central themes. Then, let them speak and manager or bosses listen. This means if manager want things to be good and great, he have to listen to that person. Do
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not speak while he or she is speaking. Should pay heed to what people will say and respond to them in respectful manner. This can make things a lot easier to everyone knowing that each one has the chance to talk and be listened to. And the last is, being open-minded. As a manager, we must be an open-minded person because it helps things a lot easier. Communication problems can be solved by good communication. When have good communication, we need an open mind so that we will be able to listen to other peoples thoughts.

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CONCLUSION After identifying and analyzing the communication problems faced by both company, we found that the problem that occur to both company is conflict because misconception in interpreting the idea and difficult to accept the reprimands for the reason that differences of age, work experience, different level of education and pension syndrome. From this problem classification, the managers would prefer to solve the problem by taking improvement through motivate them, solve the problem by face-to-face, and be a good listener for them to express the problem. Moreover, to obtain good work, the three managers should be more assertive in dealing the troubled workers. For example, to deal with absenteeism employee the manager must ensure that their vacation need attached with letter, and if exceed two days and not included with an letter, the manager will send them to the Administration Department for further action. Communication problems in the workplace can cost your company productivity and money. Without efficient communication, your company is unable to exchange information essential to daily operations and create a communication network to carry new product data. Understanding examples of workplace communication issues can help you to create policies that will address problem and create an efficient communication network in the office

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REFERENCE 1. John V. Thill & Courtland L. Bove (2008), Excellence in Business Communication,8th Edition, (page 4) 2. Mary Ellen Guffey (2010), Essential of Business Communication, 2th Edition, (page 6,7,8) 3. Gerard M Blair (viewpaper),Conversion As Communication, www.ee.ed.ac.uk/~gerard/Management/art7.html 4. Rod Windle & Suzanne Warren, Communication Skills, http://www.directionservice.org/cadre/section4.cfm

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