Comminication Theory
Nastahsia Howell
HCS/320
June, 14, 2012
Matt Dennis

Communication Theory
The communication process that is utilized in my workplace is like many other organizations, through the different levels of chain of commands. The employees deal with the debtors which would be the clients majority of the time. The debtor is the person that you call to collect a debt from over the phone everything is done solely over the dialer pole. As collection representatives we collect debt for many different companies. There are many different teams within the company, it just depends on where you are seated what team you will be a part of. The team that I was assigned to was the Tuesday crew. On the Tuesday crew we came in later than everybody that day and left later. This group consisted of fourteen employees, two squad leaders, and a manager. On the other days you was regular work days and you communicated with everybody from the squad leaders, manager, to the boss, and other employees that was not a part of your crew. It was a small net family not a big cooperation.
The communication between the employees was limited, just because most of your time was spent on the phone taking or making calls. In our organization gender was not a big factor. The two owners of the company were male and a female, so labor was balanced. The job is not hard labor so everybody has the same task. Depending on your position did you do different jobs, and these were filled by both male and female employees.
The cultural differences in our company were very important. Speaking Spanish and English was a big advantage in our company. If you were not able to speak to a Spanish client you would transfer the call to someone that speaks the language. Reason why it is an advantage is because like thirty percent of the callers spoke Spanish and required a representative that spoke same language. As an English only representative you will lose out on money because you did not speak language. When they take the call off of your hand it was a great chance that they made a payment. There was also an disadvantage being a Spanish representative that language was fluent. Some of the debtors would request an American representative if they could not understand accent. For the most part they made a lot more money because they catered to both sides.
The most communication in the company other than with clients were between the employees and the squad leaders. When the employees receive any payment from debtor they would have to first verify with the squad leader. Caller would either promise to pay or make a payment that day with the collector. After they did that the employee would call over the squad leader to verify the payment and take it if so. Collectors were not allowed to take payments on their own according to company policy. Communication between the employees and the manager was when the squad leader was busy themselves taking calls are assisting another employee. If they employees ever talked to the owners would be inn a meeting or training class but communication was limited everything was done through the chain of command.
The only improvement the organization needs regarding communication would be I would like to see more squad leaders because we lose time waiting on them to verify. The time we are waiting could be utilized on another call. I will say the employees need to learn the Spanish language, to take the load off the few Spanish employees we have. For the most part the organization communication is good.

References
Goldreich, O., Juba,, B., & Sudan, M. (2012, April). The Theory of Goal-Oriented Communication. Journal of the ACM, 59(2), 1-8.
Erickson, S., Weber, M., & Segovia, J. (2011, April). Using Communication Theory to analyze Corporate Reporting Strategies. Journal of Business communication, 48(2), 207-223.

learn Spanish in order to take that strain off of the few Spanish employees we have.