The organization that will be the topic of discussion of my course project is Verizon Communications. Verizon Communications headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to consumer, business, government and customers and employees 75,000 nationwide. The company operates more than 1900 retail stores and kiosks locations. There are two major parts of the business; wireless and wireline. Verizon began a merger of the two as of the end of 2012. The driving forces behind such change were to simply processes and create consistency among the company. The company felt that two sets of each the departments to accommodate both sides of the business were counterproductive. The objective of the transformation of the wireless and wireline was to streamline the company’s functions across the board while cutting unnecessary cost. The transformation began December of 2012 and is still I progress. For starters overlapping departments have begun to experience downsizing. This means that since we had a collections department on the wireless side of the business along with the wireline side of the business one of the groups was eliminated. The remaining group was then cross trained on the opposing side of the business in order to support both. As it stands employees have not been laid off but many have been placed in situations causing them to choose between relocating across the country in order to keep their job or accept a severance package. Both cases are life changing events.
Many employees have lost faith in the process as many of the immediate changes have impacted day to day processes. As a result of this transition a discovery of a difference of Human Resource policies has surfaced. Employee benefits and procedures are not aligned on both sides of the business. Prior to the change taking effect it was communicated that the “wireless” side would adapt all of the practices of the “wireline” side. Employees accepted the change and began conforming accordingly. When comparing the difference in incentives and benefits it was evident that wireless employees were losing a great deal by adapting to the wireline side. Yet since employees are fortunate to still have employment, complaints were minimal. However during this process several processes have surfaced from the wireline side that were different from wireless that would be a gain or benefit to employees. As employees began to feel a sense of hope again they were informed that certain processes would not be adopted after all from the wireline side. Such revelation has created the perception that the company and adapting policies from wireline that would be a benefit to the company and not the employee. In addition the company is migrating old policies from wireless that would not benefit the employee. There is an apparent double standard in doing so. This has caused a rapid decrease in morale across the company. Our industry is one of change of which Verizon employees pride their selves on the ability to accept change and quickly adapt. In this case the anticipated changes were not communicated in a way that set a clear expectation. Internal credibility, employees satisfaction and morale of the company is now at risk. I am a supervisor in the credit order and operation support group of the organization. I have been with the company since September of 2004. In working for the company for over eight years I have witnessed a lot of changes. I have lived through each of those changes and can attest that although there may have been bumps throughout the process, the change was always to the benefit of not just the company but employees as well. The company improved in time with each of the implemented changes throughout the years. I have full confidence that this set of changes will result in a step in the right direction as well which is continued success. This paper will address the contributing factors of the breakdown in communication. Alternative methods of communications will be explored along with possible solutions.
Problem Statement
Verizon is a leading award winning company in providing communication devices and methods from cellular, to landline and internet services. Verizon has proven to make sound business decisions while doing what’s best for its employees which ensures employee satisfaction across the board. As an employee myself of this large organization I can attest to the fact that I feel valued as an employee as opposed to just one number that makes up the 75,000 employee base. As it stands, it is difficult for employees to look to their own future success of the business given the circumstance. Although I have full confidence Verizon has the best of intentions with the current changes, perhaps a better form of communication in preparation of the process would have prevented many of the misconceptions by employees. How could effective communication from Verizon throughout the process have prevented mixed feelings from hardworking and dedicated employees? This project will concentrate on improving Verizon’s communication process in order in order to positively impact the organization as whole (employees included). By doing so Verizon will achieve its business goals but also ensure the company’s credibility isn’t at risk through the eyes of employee. In relation to TCO E, I will develop a strategy for improving Verizon’s morale and employee satisfaction through the improvement of communication processes. Through my research I will highlight key barriers along with key take away’s in order to ensure Verizon is sending a message that aligns with company’s intention of success and satisfaction internally and externally. Overall employees would appreciate the opportunity to continue employment with the company. The fact that Verizon’s credibility is now at stake has caused a negative impact to employee retention. Multiple employees have resigned from the company. Numerous others have transferred to other department due to the perception of other departments caring about their employees’ where as the perception in the existing department is there is not concern for employees.
Literature Review
Borth, K. (2012). EFFECTIVE COMMUNICATION. Smart Business Columbus, 20(8), 6. Retrieved Feb. 2, 2013 from EBSCOHOST
Kelly Borth (2012) provides her insight regarding effective communication. She says that effective communication is learning how to capture the message in three seconds and it focuses on communicating with one idea. She mentions that through video and graphics, sales tools can be effective in bringing message for the to be the choice of consumers.
Bowes, B. (2012, November 3). Listen up Effective communication requires effort to really understand what is being said. Winnipeg Free Press (MB). p. H1. Retrieved Feb. 2, 2013 from EBSCOHOST Barb Bowes discusses the importance of providing ones undivided attention when listening. Listening is a vital component of effective communication. Effective listening ; taking in and absorbing information from others serves to help people respond to us in a positive manner. Good listening that is both non-judgmental and empathetic encourages and invites people to continue their discussion so that some action might arise. Effective listening should not confused with hearing. Barb Bowes goes on to discuss the three levels of listening. All of which attribute to effective listening which in turns aids in effective communication.
Withiam, G. (2012). Communication the key to effective management. Hotel Management (21582122), 227(7), 30. Retrieved Feb. 2, 2013 from EBSCOHOST
Glenn Withiam shares information about several discussions held on the topic of the importance of effective communication in hospitality industry, at the roundtables conducted by the Cornell Center for Hospitality Research, are presented. The roundtables were conducted in four areas, such as brand management, international development, healthcare and ethics. It is suggested to develop a story of initiative and select the type of communication relationship and appropriate communication channel.
Polevoi, L. (2012). Effective Communication Starts with You. Managing People At Work, (362), 5. Retrieved Feb. 2, 2013 from EBSCOHOST
In this article Lee Polevoi offers tips for effective communication within the work environment, which starts with the manager. It suggests managers to become active listeners to know the real situation of the company. Managers are advised to clearly express their own selves to have better performance and understanding. They are also recommended to practice good nonverbal communication.
Speakeasy, Inc. (8). Speakeasy, Inc. Offers Four Key Qualities for Effective Communication. Business Wire (English). Retrieved Feb. 2, 2013 from EBSCOHOST
Speakeasy Inc. shares the perspective that the most effective communicators in the world possess common qualities that give them the edge in building trust and being heard clearly. Speakeasy, Inc., a nearly 40-year-old executive communication consultancy recognized for its work with Fortune 500 companies such as The Coca-Cola Company, Accenture, Ernst & Young and Schlumberger, works with clients to foster these and other qualities, at all levels within the organization.
Leila Daiuto provides information about a round table meeting regarding the effective policy communications in compliance is presented. According to Leila Daiuto of Wolters Kluwer Audit, Risk and Compliance, regulations, globalization and outsourcing have contributed to the importance of an effective policy communication. Jimmy Lin of the Network states that engagement and education are key in policy communication.
(2013, January 22). Effective communication key to building business. Evening Standard Newspaper Source Plus, Ipswich, MA.. p. 42. Retrieved Feb. 2, 2013 from EBSCOHOST
This article discusses the key to successful businesses begins with effective communication. Communication has evolved away from the traditional methods like phone and office meetings. Businesses are now implementing more modern techniques like email and online meetings. The author goes on to discuss the negative impacts to the business on the event online tools experience technical difficulty. The author is one of many businesses that rely heavily on reliable access to emails, documents and online calendars.
Analysis Organizational behavior is the study of how people act, think, and feel in organized settings. Organizational behavior examines how and why people act, think, and feel in corporate and other organized settings. Organizational behavior is complex and driven by a variety of factors. There are four major skill sets that effective managers should possess. They are identifying the behavioral challenge; (2) identifying the causes of current behavior; (3) choosing a strategy for attaining behavioral goals; and (4) implementing and adjusting the chosen strategy as needed. Many behavioral challenges managers face today are exacerbated by the increasing complexity of the work environment and the fast pace of demographic and technological changes.
Solutions
- Involve front line employees in the decision making process
Pros: Employees are likely to be more receptive to the change as they would feel included in the implementation of such.
Cons: Some employees might feel as though their thoughts and ideas regarding the change aren’t appreciated if their specific input wasn’t utilized due to the need of the business.
- Utilize a proactive approach in communicating change
Pros: Employees would not feel as though they are the last to know. They will feel included in the change. As a result this would create unity among the work group.
Cons: Employees could possibly share company propriety information before it is scheduled to be released to the public.
-Roll out new changes in phases
Pros: The entire company is not impacted at the same time. The company is able to focus on select groups at once as opposed to leadership being spread thin across the organization. This allows leadership to invest sufficient time into addressing concerns and helping employees adapt to the change.
Cons: Employees could potentially share the information with other workgroups that have not converted yet. As a result this could cause a dive in employee morale.
Reflection
This assignment allowed me to look at recent organizational changes from the eyes of our direct reports. As stated throughout my paper numerous counts of change has occurred over the past few months. Some employees were impacted more than others. As is stands I have not been impacted to the point of relocating or leaving the company. I have been a part of a team that rolls out the changes to our front line employees. I have not been a part of the decision making process for the more corporate changes but I have done all that I can in order to help others accept change.
Often times it is easy for us to form an idea of how an employee should respond to scenarios presented in the business world. We formulate our own opinions of why an employee should conform to updates and changes. As leaders we plan on process improvements to run according to plan. In the business world it is easy to get caught up in day to day operations. We tend to lose sight of the fact that we are interacting with real life people, not robots or numbers. At some point we most tap into our own human side in order to acknowledge the human side of others. This assignment has taught me to be more sensitive to the needs and circumstances of our front line employees when communicating such changes. I will keep these lessons with me throughout my career in communicating with others as well as in my personal life.
References
Borth, K. (2012). EFFECTIVE COMMUNICATION. Smart Business Columbus, 20(8), 6. Retrieved Feb. 2, 2013 from EBSCOHOST http://web.ebscohost.com.proxy.devry.edu/ehost/detail?vid=19&sid=cfdd886a-e252-4983-bdb7-97a3d2c92bea%40sessionmgr14&hid=11&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bth&AN=75054323
(2013, January 22). Effective communication key to building business. Evening Standard Newspaper Source Plus, Ipswich, MA.. p. 42. Retrieved Feb. 2, 2013 from EBSCOHOST http://web.ebscohost.com.proxy.devry.edu/ehost/detail?vid=7&sid=cfdd886a-e252-4983-bdb7-97a3d2c92bea%40sessionmgr14&hid=11&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=n5h&AN=84987177
Speakeasy, Inc. (8). Speakeasy, Inc. Offers Four Key Qualities for Effective Communication. Business Wire (English). Retrieved Feb. 2, 2013 from EBSCOHOST http://web.ebscohost.com.proxy.devry.edu/ehost/detail?vid=13&sid=cfdd886a-e252-4983-bdb7-97a3d2c92bea%40sessionmgr14&hid=11&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bwh&AN=bizwire.c43748989
Polevoi, L. (2012). Effective Communication Starts with You. Managing People At Work, (362), 5. Retrieved Feb. 2, 2013 from EBSCOHOST http://web.ebscohost.com.proxy.devry.edu/ehost/detail?vid=16&sid=cfdd886a-e252-4983-bdb7-97a3d2c92bea%40sessionmgr14&hid=11&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bth&AN=74715603
Verizon Wireless (2013). About Us: Facts at a Glance. Retrieved January 19, 2013 from http://aboutus.verizonwireless.com/ataglance.html
Withiam, G. (2012). Communication the key to effective management. Hotel Management (21582122), 227(7), 30. Retrieved Feb. 2, 2013 from EBSCOHOST http://web.ebscohost.com.proxy.devry.edu/ehost/detail?vid=16&sid=cfdd886a-e252-4983-bdb7-97a3d2c92bea%40sessionmgr14&hid=11&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bth&AN=77414321
Working World, B. (2012, November 3). Listen up Effective communication requires effort to really understand what is being said. Winnipeg Free Press (MB). p. H1. Retrieved Feb. 2, 2013 from EBSCOHOST http://web.ebscohost.com.proxy.devry.edu/ehost/detail?vid=10&sid=cfdd886a-e252-4983-bdb7-97a3d2c92bea%40sessionmgr14&hid=11&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=n5h&AN=7BS2352086391
