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BUSINESS COMMUNICATION
Dissatisfaction of employees due to ineffective communication process in the organisation for a year
(2009-2010)
DONE BY
CANDIDATE NUMBER
I hereby declare that this is my original work and it has not been exhibited nor published in
any way and has never been presented for any awards in any institution.
This project has been submitted for an examination to Cambridge Association of Managers
with approval as supervisor.
LECTURER
This project has been submitted for an examination to Cambridge Association of Managers
with approval as moderator.
Head of Missions and Curriculum Manger for East and Central Africa
DIGITAL ADVISORY LEARNING CENTRE (DALC).
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ACKNOWLEDGEMENT
I would like to thank World Vision for kindly giving me an opportunity to make a research
for their company and for providing valuable data, especially ……. and ……… for assisting
to get all the detailed information.
My special thanks go to my sister ……… for letting me have this opportunity to study and
always sharing ideas with me on the way forward to make this project a successful not
forgetting Joy ,my classmates and the almighty GOD.
My lecturer Mrs. ……………… for being there to support and giving help in this module,
with his knowledge to make this project perfect, not forgetting DALC for giving me all the
facilities to work on in order to put this project up to date.
Finally very special acknowledgement goes to Dr Humphrey Oborah Head of missions and
Curriculum manager for career development in East Africa.
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EXECUTIVE SUMMARY
World Vision is a Christian organisation, located in most parts of the world, but this project is
a case study for World Vision Kenya based in Karen. It was founded by Dr.Bob in 1950 and
their aim is to cater for the well being of children through emergency relief, economic
development etc. The objective of carrying out the project is to give details on how human
resource procedures are implemented and mainly focusing on the recruitment and selection.
This process should be able to give the management an opportunity to satisfy the candidates,
employees and the organization itself. During the research the researcher found out that the
department was not performing well as most vacancies were filled by word of mouth or
bribery amongst the recruiters which led to poor performance of work being done by selected
candidates who don’t have enough skills and knowledge and as a result it affected the
organisation and the current employees. However the main problem the researcher came up
with was the organization does not have elaborate recruitment and selection policy as
vacancies are filled up by word of mouth, the researcher went ahead and gave some of the
solutions such as advertising should be done to all positions which fall vacant as well as
hiring a qualified human resource specialist.
As the research progresses the researcher found out that some of the solutions are cost
effective and they still need to be implanted for the smooth running of the organisation since
human resource department caters for the employees in the organisation, evaluation was done
and giving estimated costs and the activities which needs to be carried out.
A report was documented to Directors of the organisation for them to approve for more
researchers to be conducted, data was collected to from various departments of the
organisation and it was illustrated in different types of visual points to illustrate how other
departments’ feels about the ongoing recruitment going on. Most of the departments managed
to point out their views by willing to change and use professional systems to attract
candidates’ as to build the good image of the organisation. Suggestions were raised by the
researcher, so as to help the staffing specialist in different ways they can recruit for the better
of the current employees and as well as retaining more.
ACRONOYMS
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A.D ADVOCACY DIRECTOR
F.N.C FINANCE
DRCTR DIRECTOR
JAN JANUARY
FEB FEBRUARY
TABLE OF CONTENTS
Declaration …………………………………………………………………… i
Acknowledgments…………………………………………………………… ii
Executive Summary………………………………………………………….. iii
Acronomy…………………………………………………………………….. iv
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Conclusion and Recommendation………………………………………… 20
Implementation plan…………………………………………………………. 22
Limitations and Suggestions for improvement……………………………. 23-24
References …………………………………………………………………….. 25
Appendix………………………………………………………………………. 26-27
SECTION A
SECTION B
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CHAPTER 1
1 .1 COMPANY HISTORY
World Vision was founded in 1950 by Dr.Bob Pierce a young pastor and missionary .World
Vision international is a Christian relief and development organisation working for the well
being of all people especially children through emergency relief, education health care,
economic development and promotion of justice .World Vision helps communities and help
them.
Established in 1950 to care for orphans in Asia, World Vision has grown to embrace the
larger issues of community development and advocacy for the poor in its mission to help
children and their families build sustainable futures.
Working on six continents ,World Vision is one of the largest Christian relief and
development organisations in the world .The heart of world vision’s work is in helping
communities build stronger and healthier relationships .The absence of such relationships
impoverishes communities .
World Vision focuses on children because they are the best indicator of a community’s social
health .When children are fed ,sheltered, schooled ,protected ,valued and loved a community
thrives.
Vision Statement
Mission Statement
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The company has a functional organisation structure .The structure is based on the functions of the
departments.
COUNTRY
MANAGER
PUBLIC
AFFAIRS
HUMAN &COMMUN
MARKETIN SUPPLY
SALES RESOURCE FINANCE ICATION
G CHAIN
MANAGER MANAGER
MANAGER MANAGER MANAGER MANAGER
DEPARTMENT OF STUDY
Department of study - the organization consist of Public Affairs & Communication department which
conduct activities in an effective, legal, fair and consistent manner. The Public relations management
serves these functions communication strategy and panning. The manager has responsibility to the
functions that deal with the needs and activities of the organization's people including these
areas of responsibility such communication and management and employee relation.
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1 .3 ASSESSMENT OF INSTITUIONS PROCEDUCERS, FINDINGS AND
SOLUTIONS.
World Vision makes use of various Communication tools and techniques .In this section the
researcher will identify what is found in this department via-a-vies the standard syllabus
items as defined by the syllabus of this course.
There should exist effective At World Vision, any policy decided at the For communication to be
communication top management takes a longer time to effective to an organization,
reach the junior staff, these makes it World Vision should avoid
difficult to respond positively and to ineffective communication
provide customers with first hand and try to improve in a better
information. effective communication
process.
There should be a The communication department is forced to There is need for proper
documentation Policy in any hire consultants from outside the institution training
company. since their communication specialists are
not well versed in their documentation
strategies. For example project writing
There should exist good At World Vision, the human resource Good interviewing is the K
Interviewing system within management has embraced the policies of key to good customer
the organization. interviewing and induction delivery in any organization
There should exist advanced World vision has a well established IT The company should take a
technology in any firm in this Department organized by the step in training her staff to
competitive world Communication department; however, very make use of the technology
few staff have the knowledge of using this
system hence encouraging the use of paper
work.
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Observations above indicate that the department makes good communication techniques
.However, communication must not only be efficient but cost effective .In this section the
researcher will identify some of the weaknesses noted and make a justification for the same.
There is need for World vision to train her Ignorance of the latest technology has led to
staff on the use of IT technology and slow growth of the institution and ineffective
especially the use of the internet communication. This has widely prompted
crises in the organization in subsequent
seasons.
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In this section the researcher will identify possible solutions to solve the weakness identified and
make a justification for the same.
Solution2
Justification
Solution 1
The researcher found out that decisions regarding
communication issues are delegated to people Good training to senior staff who hold interviews.
who do not understand the interviewing system;
Justification
this is resulting in mechanistic structure.
Policies will be adhered to and communication
will flow
Solution 2
Justification
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In this section you will need to evaluate all the two options for each of the two problems and
compare their net benefit values individually with a view to identify the best recommended
solution for the organisation.
Solution2
All modes of communication should be
accessible to every staff in the organization
Evaluation
Advantage
disadvantage
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Advantage
Work performance is improved
Disadvantage
If the master fails, the entire integrated
company does not work.
There is more time needed to consume
Solution 2
Induction of new employees should be at
most three months to allow incorporation
Evaluation
1,000,000
Advantage
This will guarantee the company good
working relations effective outcomes
Specialisation, productivity gains.
Disadvantage
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In this section two options are evaluated for each of the two problems and compare their net
benefit values individually with a view to identify the best recommended solution for the
company.
Option 1
Year 3- training
1,150,000-1,000,000
150,000
Option 2
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Year 4- more candidates coming in.
Option 3
Descriptors
Year1 cost- Advertisement of vacancies
Year2 cost-Interviewing
Year3 cost-Induction process
Year 4 cost-Full Hiring
Year1 benefit- Low benefits but image boosted up
Year2 benefit- customers begin to take note of improvements in the communication
Year3 benefit- customers introduces one another
Year4 benefit- system failures which made customers more disappointed
Net results over 4years-Total benefits –Total costs
=1,000,000- 1,400,000
= 400,000
Recommended Solution
The best recommended solution is option number one because this is what the company will be able
to afford in monitory value.
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BUSINESS MANAGEMENT
DONE BY:
CHAPTER 2
The company does not have an effective communication policy as poor relations are observed
among workers.
The organisation should advertise all the positions that fall vacant.
1) The main objective of this project is to ensure that the researcher review and evaluate the
company’s progress by identifying how effective communication policy can be implanted
formally.
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2 .3 Specific Aim
2) To find how implementation of new solutions by the P.R department and line managers is
going to take them.
CHAPTER 3
METHODOLOGY RESEARCH
In this section, the researcher has been given the permission by the Managing Director of the
organisation to carry out a research so as to meet the aims and objectives.
3 .0 Research Design
Descriptive research design – it is formal and structured and makes use of questionnaires and
can acquire a lot of information through description, Useful for identifying variables &
hypothetical constructs > which can be further Investigated through other means (kind of like
exploratory surgery, or the USS Enterprise on an away mission (See Appendices for
sample used)
Table no// 1
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Department Number of staff
Human Resource 15
Finance Department 10
Staffing Specialist 5
Advocacy Department 6
Public Relations 4
TOTAL 40
Questionnaires, Interviews
Reasons: Managers are well educated and deal with decision making in the organisation
hence they are willing to give some ideas through writing in order to fill in the set questions
as responses .(see appendix for sample )
DATA COLLECTION
From the Operational Level Staff
Method of collection: Oral Interview
Reason for choosing this method: A good number of the operational staff might not be ready
or willing to write a document as response because they are not well educated and they
require explanation where they do not understand as they give the responses. In addition, the
availability of the staff due to their closeness hence they can be easily reached for interviews,
as they are involved in the day to day activities of the organization
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Number of 10 6 3 3 6
employees
willing to
change
Number of 5 4 1 2 2
employees
not accepting
change
Total 15 10 4 5 6
Number of 13 8 5 2 4
staff willing
to change
Number of 2 2 1 2 1
employees
not accepting
change
Total 15 10 6 4 5
Top management
Method of collection: Questionnaires
Reason for choosing this method: The top management staffs are highly educated and they
deal with a lot of crisis and won’t be able to take more time to respond at their own
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convenience. Questions asked were well thought- out and geared towards finding out what
they do on day-to day basis as well be willing to accept a new change.
Number of 3 2 2 5 4
staff willing
for change
Number of 1 1 2 1 1
staff not
accepting
change
Total 4 3 4 6 5
CHAPTER 4
The researcher went ahead and analyzed the obtained raw data in a presentable and detailed
manner by the use of pie chart and bar graph.
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Pie chart-it is a proportion of the total figure made up by each component where each slice of
pie chart represents dissatisfaction or satisfied employees to the number of staff in the
respective departments.
Bar graph- compares two situations that is acceptability or neglect among different
categories.
This will give focus to the organisation where they need to put effort during the
implementation plan.
Fig No// 1
10
6
KEY
4
YES NO
2
M
O
N
U
R
B
P
Y
S
F
E
L
0
Finance Human Advocacy Public Staffing
dpt Resource dpt Relations Specialist
DEPARTMENTS
The above graph shows that the most tentative responses were from finance department
Fig 2
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14
12
10
8 KEY
6
YES NO
4
M
O
N
U
R
B
P
Y
S
F
E
L
0
Finance Human Advocacy Public Staffing
Department Resource Relations Specialist
DEPARTMENTS
Fig 2 shows that change there is change in all the departments, the P.R perception is one of
the departments which has the perception of ability to deal with change, the percentage
outcome will be high.
3
KEY
2
M
O
N
U
A
R
B
S
F
E
T
1 YES NO
0
Human Finance Advocacy Public Staffing
Resource Director director Relations Specialist
Directors Specialist
DEPARTMENTS
The analysis above shows that the top management are willing to change the way communication is
done.
CHAPTER 5
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5.1 CONCULUSION AND RECOMMENDATIONS
Since the organization is facing challenges of communication, most of the relationships are
poor, as an organization it needs to pull up on the strategies they are using to have the process
effective and efficient. The researcher suggested that the organisation plans to increase
spending on communication because 68%of the organizations plan is to increase their
spending in selection, advertising and training. There is also need for the organization to
perceive their approaches to communicating to be moderately effective. The data analysis has
shown us that the organisation is willing to change their current approach to effective
communication.
RECOMMENDATION
Communication strategies for the organization needs to be reviewed and some of the
strategies they use to recruit both managerial/professional and non-management candidates
was not professional such word of mouth to advertise a position .The organization needs to
use the internet as the most popular advertising medium and its used by most 75% of the
organization to survey, they also need to utilize internal resources e.g. internal job postings
and employee referrals and different kind of agencies will be of help to recruit for positions at
different levels.
If the organization offers candidates and employees a positive culture (e.g. innovative,
diverse ,potential to advance ) and learning environment as well as training they will be more
satisfied employees and more at retaining them.
If all the above can be implemented in the process of recruiting and making advertisements
W.V will be successful organization which many are going to take examples from.
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5.2 IMPLEMENTATION PLAN
World Vision requires a good implementation plan to provide direction and focus of their
activities as well as the organization. This will enable the effectiveness being achieved
through specific strategies. There is a saying in the financial planning business: "Nobody
plans to fail; they just fail to plan." This saying is no less true of human resource management
planning in today's modern farming operation. Too many producers wait until the need for
employees is at a critical stage before they start their search. Including a plan and an annual
review of their human resource needs will save producers countless hours of frustration.
Creating a Public Relation management plan does not have to be an onerous task, but it does
take some time and thought. The effort put into the plan will pay dividends by resulting in
finding the right people for the job. For producers planning on hiring, a Public Relation
management plan is an essential tool in the decision-making process. A plan will help
identify areas where additional employees may be needed as well as positions that require
specific skill to guide implementation effectively; a Gantt chart illustrates activities which
need to be implemented below. This will display the activities to be carried out and also how
long it would take. It also carries the cost of activities to be implemented.
Gantt chart below is a Gantt chart which provides a graphical illustration of a schedule that
helps to plan, coordinate and trace specific tasks in a project. The activities which the
organization needs to implement will take a period of 6 months at a cost of ksh 60,000
GANTT CHART
Training
Advertising
Hiring
/reference
check
The Gantt chart shows that both the employee and new candidates who will be coming on
board will be going through a training a session which will be conducted by human resource
specialists for a period of 3 months.
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Since the organization has filling up the positions by word of mouth advertising process will
be going on for as long as 2 months updating the current positions which will be coming up
in the organisation.
Hiring and reference checks will be done in the period of a month since all the interviews
would have been done
5.3 Limitations
It was noted that the reasecher faced a lot of limitations in the process of carrying out the
research, some of the noted included lack of adequate time, inadequate information mostly
from operational staff owing to be instilled fear by the top management leadership coupled
with the fact the operational staff were also spectacle about the reason of conducting the
research as well as lack of staff education at the operational level was of great hindrance.
It is therefore recommend that adequate time needs to be made available to enable good
research work to be conducted.
The management needs to thoroughly prepare staff about the reasons of conducting a
research.
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REFERENCES
5) Business communication, 15th ed. (workbook included) Lehman, Carol M. and Debbie D.
Dufrene. South-Western College Pub. 2008
6) Bailey, Edward P. Writing & Speaking at Work: A Practical Guide for Business
Communication. 2nd ed. Upper Saddle River, NJ: Prentice Hall, 2002.
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APPENDIX
SAMPLE QUESTIONNAIRE
a) Employment agency (b) Search firm (c) Invitation or nomination (d) Network meeting
a) Extremely qualified (b) not a fit (c) gender (d) well qualified
Does your human resource department use Human Resource Management Planning Checklist?
……………………………………………………………………………………………………..
In terms of your workers training background do you hire already trained professionals for the most
part?
a) YES
b) No
c) Sometimes
a) Public Service
b) Political
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c) Financial
d) Technology
e) Other
a) 0-$100-000
b) $100,000- 250-000
c) $500,000-1m
d) 1m-5m
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