Analyzing Business-Related Messages
July 5, 2010
Analyzing Business-Related Messages
Organizations use different communication methods for employee correspondence. Such methods include verbal communication, such as face-to-face conversations, and written communication, such as e-mail, faxes, memos, and letters. “Studies have shown that nonverbal messages tend to stay with the receiver three times longer than verbal messages. When verbal and nonverbal messages are inconsistent, it is the nonverbal message that will usually come through the strongest” (Lewis & Graham, 1988, p. 27). Many factors can influence the effectiveness of communication. The sender of a message determines the content of the message being sent. The receiver decodes the message received. The message delivered contains information the sender conveys to individuals. Feedback lets the sender know the receiver understood the message. The environment ranges from the setting to the organizational climate, which describes the relationships between superiors and subordinates and peers. If any of these factors disturb what the message is trying to portray then miscommunication occurs. In this paper, three business-related messages will be analyzed and one will be provided with valuable feedback. OSHA Memo
A memo given to the employees of a dental practice by the organization’s Occupational Safety and Health Administration (OSHA) officer helped prepare them for a surprise inspection by reminding them of some key points. According to Miller (2007), OSHA’s requirements are designed for the protection of the business and its customers so, “if compliance does not occur and authorities are notified, some penalty may be assessed” (para. 1). This dental office was attempting to become part of the Safety and Health Achievement Program (SHARP). The message in this memo informed employees and provided a list of critical details about the upcoming inspection. The memo warned employees that they must know the answers to potential questions the inspector may have and if an answer was not known then they needed to know where to find it. The sender used basic technology to create the message, such as a computer to format the layout and a printer to print copies for the receivers. Analysis
“Environment includes all linguistic, social, economic, cultural, and ethnical factors that have an influence upon the development and the evolution of an individual” (Hulea, 2009, p. 30). The physical environmental factors in the office consisted of a green room, a comfortable temperature, and a well-lit room. The emotional environmental factors at the dental practice, such as peer and superior-subordinate relationships, needed improvement. The OSHA officer was not liked by other employees because she had an attitude problem. As a result, other individuals did not respond well to her. The officer had issues with authority and was not respectful toward her superiors. The external noise for this message included patients and employees talking, and the phone ringing. The internal noise consisted of issues with the memo sender and a lack of interest. Feedback
Senders rely on feedback and can encouraged receivers to respond by using one of these methods provided by Lewis and Graham (1988), “ask questions, listen with understanding, avoid blame, tell people you want feedback, use statements to encourage feedback, use silence to encourage feedback, and reward feedback” (p. 27). The receivers provided feedback by asking the sender questions and the sender quizzed them on potential inspection questions. This helped to ensure the employee’s knowledge of OSHA was current. This message could have been more informative in regard to the upcoming inspection. The technology was appropriate for the environment because it allowed the sender to handout the memo to the employees in ample time before...