Assessment 4 Communication Report PDF

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Assignment Cover Sheet 

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Student Details

Student Number

1

0

4

9

7

7

5

Yap

Family Name

9

Given Name

Zhen Siong

Unit Details Unit Code

MAN3121

Name of Lecturer

Leadership

Dr Somayeh Bahmania

Assessment 4 Communication Report W23 Bachelor of Commerce

Topic of Assignment Course

Unit Title

Due Date

21/06/2020

Group or Tutorial (if applicable) Campus

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MAN3121 Leadership

Zhen Siong Yap (10497759)

Assessment 4: Communication Report Table of Contents Assignment Cover Sheet......................................................................................1 Table of Contents..................................................................................................1 1. Introduction....................................................................................................2 2. Memorandum for Stakeholders......................................................................2 2.1

To Staff:....................................................................................................2

2.2

To suppliers:.............................................................................................4

2.3

To Customers:..........................................................................................5

3. Debrief about the Approaches........................................................................6 3.1

Staff..........................................................................................................6

3.2

Suppliers...................................................................................................7

3.3

Customers.................................................................................................8

4. Conclusion......................................................................................................8 5. References....................................................................................................10

1

MAN3121 Leadership

Zhen Siong Yap (10497759)

1. Introduction Handling with the unanticipated challenges triggered by the Coronavirus (COVID-19) pandemic has extract a substantial toll on people around the globe where majority of intercontinental and domestic travel and business operations were adjourned, and education sectors will be moved to online conveyance. The Government of Australia has just declared that all peripheral businesses with employees working closer than 1.5 metre must cease operations from 2 April onwards in order to minimise or stop the spread of the virus. This report is commissioned to develop the need to communicate with the stakeholders (staffs, suppliers and customers) about the time to come operations and actions together with the purposes of the communications supported with theories and skills.

2. Memorandum for Stakeholders

2.1

To Staff: INTEROFFICE MEMORANDUM

TO

:

All Directors, Consultants, Accountants and Staff

FROM

:

The Managing Director (Zhen Siong Yap)

SUBJECT

:

Operation Changes

DATE

:

1 April 2020

Dear all, As I am sure all of you are aware by now, the Government of Australia have announced on 1 April that all non-essential businesses with staffs working in closer than 1.5 metre must cease physical operations instantly from 2 April onwards. Australian Government Department of Health have implemented a 3-step plan to provide a pathway for states and Australians to move forward COVIDSafe communities in a way that uniforms their situations. However, there is no doubt that the supermarkets, kitchenware shops and raw material suppliers will also be affected, as are our clients in the essential service sectors. That being the case, the position of the company is as follows: 2

MAN3121 Leadership

Zhen Siong Yap (10497759)

1. During the relevant period, all physical offices and production facility will be closed at the moment. During this time however, notwithstanding the physical closure of our premises, the organisation will continue to operate on a mobile basis, and it will be business as usual as far as possible. 2. All employees are expected to work from home on a remote basis excluding the staffs in production facility. The organisation will arrange for remote working capabilities and IT support to ensure the availability of dispatch services and certain limited physical support infrastructure such as portable smart devices. 3. The organisation will be notifying relevant clients that, in the interest of our staffs, should any meeting be required during the period, the organisation will be determining for meetings by way of conference call or video conference and this will ensure in minimising physical meetings where possible. If any physical attendance is crucial for any reason (e.g. to inspect physical copies of documents or signature required) we will continue to make ourselves physically available if possible. 4. In addition to the above, the organisation will be drawing up a list of Best Practices for staffs and you all are encouraged to follow it till the end of the period. 5. The physical offices and production facility will re-open on further notice from the advice of the government. On a personal note, the organisation also hopes that you and your loved ones will all always keep safe and healthy and hopefully, this pandemic will be over by the end of the relevant period. For those who happen to have international clients or transactions closing over the period, please accept the since thanks of the organisation for continuing to discharge your roles and responsibilities during this time. In addition to the above, the organisation will also abide by all mandatory requirements imposed by the health authorities, including preparing an emergency response plan, which will be notified to all. Thank you.

ZhenSiong Zhen Siong Yap Managing Director

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2.2

Zhen Siong Yap (10497759)

To suppliers: MEMORANDUM

TO

:

All Suppliers

FROM

:

Managing Director of XXXX Kitchen Appliances (Zhen Siong Yap)

SUBJECT

:

Operation Changes during this pandemic

DATE

:

1 April 2020

Dear suppliers, The purpose of this memo is to inform you that [XXXX Kitchen Appliances] will be ceasing operations of the production facility on 2 April onwards by adhering to the government’s restrictions and regulations. We will not be placing any further orders with [supplier’s name] until the ease of restrictions in reopening our production facility. We kindly appeal for your cooperation as we work to settle our debts with your company prior to closing during this difficult time. Starting from 2 April, our organisation’s accountants will be revising our accounting records and paying any outstanding invoices. Please do provide us the relevant documentations to finalise our account, including sending any unsettled invoices or statements by 20 April. Our accountants will be in contact with you as soon as we have completed in arranging the final resolution of our account. Please do take note that although our production facility will be closed, our office staffs will still be in place to assist and answer any requirements or problems that you have via mobile basis. You can contact our staffs by calling +61XXXXXXXX or email us through ([email protected]). In addition to the above, our organisation will send a weekly email to you about the updates on our operational changes to ensure long-term relationship and businesses in the future. Being on the business sector for such a long time, we know that it will be a rough time for us to carry on our operations and we also do apologise if any inconveniences caused. We thank you for cooperating with us as a loyal supplier and your assistance have been priceless. Our company do sincerely hope that we could continue our business relationship in the future after the end of the pandemic. In addition, on personal note, we do hope that you and your loved ones will always be safe and healthy at all times. 4

MAN3121 Leadership

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Please accept our apologies and thank you for being understanding. Sincerely,

ZhenSiong Zhen Siong Yap Managing Director of XXXX Kitchen Appliances

2.3

To Customers: MEMORANDUM

TO

:

All Customers

FROM

:

Managing Director of XXXX Kitchen Appliances (Zhen Siong Yap)

SUBJECT

:

Operation changes of XXXX Kitchen Appliances

DATE

:

1 April 2020

Dear XXXX Kitchen Appliances’ Customer, During this time of extraordinary uncertainty which caused by the Coronavirus (COVID-19) pandemic, all of us here at XXXX Kitchen Appliances are anxious about the well-being of our beloved families, colleagues, and loyal customers who built up XXXX Kitchen Appliances’ lively global family. Our prayers and hearts are with those who have been impacted by the pandemic as well as the numerous societies around the globe that are facing restrictions and lockdown in the effort to eliminate the spread of the virus. From the start of XXXX Kitchen Appliances operation, we have a high regard on the continuous support by the trust you place in our organisation. Unfortunately, we are here to notify you that our production line and offices will be closed until further notice. In spite of the fact that the premises will be closed, we want to provide you with any assistance and information as to how we operate our business in such tough time and to ensure that our relationship remains. The XXXX Kitchen Appliances organisation will have customer support teams to respond to any inquiries through online and calls during this pandemic. The organisation has put customer service staffs in place for all owned offices:

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MAN3121 Leadership

Zhen Siong Yap (10497759)

1. Working remotely. The organisation has arranged for remote working capabilities and IT support to ensure the availability of communication services to the customers. For example, the customers can contact the organisation through emails and phone calls, IF, there are any inquiries regarding purchasing products. The procurement of products will be done by ordering online and the goods will then be delivered by our delivery partners. 2. Safety precautions. In order to continue to provide services to our customers, safety precautions will be in site to keep our employees safe and healthy. The organisation is committed to ensure a safe and healthy workplace for all its staffs by drawing up a list of best practices of hygiene and social distancing where all the staff are encouraged to follow it till the end of the pandemic. Please do take note that although our premises will be closed, our office staffs will still be in place to assist and answer any requirements or problems that you have via mobile basis. You can contact our staffs by calling +61XXXXXXXX or email us through ([email protected]). On a personal note, XXXX Kitchen Appliances also hopes that you and your loved ones will all always keep safe and healthy and hopefully, this pandemic will be over by the end of the relevant period. I hereby represent XXXX Kitchen Appliances to apologise for the inconveniences caused and thank you for your continuous support throughout the years. Look forward into serving you again! Yours faithfully,

ZhenSiong Zhen Siong Yap Managing Director of XXXX Kitchen Appliances

3. Debrief about the Approaches In this section, the communication approaches that have been developed above will be explained in details of intended purposes supported with relevant theories and skills.

3.1

Staff

The global outbreak of the COVID-19 has formed significant challenges for all leaders in industries across the globe. Leadership plays an important role in functioning the management of an organisation to help to optimise efficiency and attaining organisational 6

MAN3121 Leadership

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objectives (Angelo et al, 2004). Charismatic leadership approach has been used in developing the memorandum for employees as this leadership style have the capabilities to initiate and sustaining a substantial level of organisational alteration. (George, 2014). During this time of crisis, Charismatic leadership would be the best choice for leadership style as it inspires and communicate correspondingly with the staffs about their work life as well as on personal emotional level through tough times. The characteristics of Charismatic leadership applied to the message to the employees: 

Maturity. Charismatic leadership perform in a matured and accountable manner on all instances by portraying their insight and knowledge that they have cumulated over the years of corporate involvements and experiences (Reinount et al, 1999). As an experience individual in the business industries, adapting to crisis and organisational change is an essential skill to possessed in order to remain applicable and maintain evolution in the advancing business world. Regardless of the obligatory closure of the organisation’s premises, the staffs in the organisation have been notified that the operations of the organisation will be continue a mobile basis to ensure business as usual as far as possible. By acknowledging the difficulties of working in mobile basis, the organisation has also organised for remote working proficiencies and IT support to ensure the conveniences of dispatch services and certain physical support infrastructure.



Value. Charismatic leaders value the work life, wellbeing and emotion of their colleagues by providing them the type of guidance, path and management in certain situation (Wustari, 2018). As to ensure the health and safety of the staffs, the organisation will develop and distribute a Best Practices guidance for the staffs to follow till the end of the predicament.

3.2

Suppliers

As for the communication with the suppliers, the leadership skills that have been applied to the situation is to establish teams in all regional offices. The purpose of this action is to make sure that the organisation is still running despite of the closure in mobile basis. Due to the government’s restrictions and regulations, virtual teams will be formed in the organisation where a group of individuals who will work on tasks directed by a collective purpose across space with technology supported devices and communication rather than physical contacting (Kevin & Rosin, 2011). The benefit of forming virtual teams is that the team members are not 7

MAN3121 Leadership

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required to meet the suppliers in person whereas relying on technologies such as phone calls, email, virtual conference etc and on the other hand, complying with the new regulations. Although there will be no transactions at the mean time with the suppliers, the virtual teams will ensure constant communication with the suppliers in order to keep them updated on our operational changes. Another skill that have been implemented on the message developed is the communication skill, tone of voice. Tone of voice means that the words that have been written and spoken reflects on how the character of your business (Debi & Nalini, 2003). The expected tone of voice in the message is the feeling of admission of guilt where the word, ‘please’, ‘sorry’ and ‘thank you’ are used often to express our apologies and acknowledging what the suppliers will get through as well. By implementing this skill, the suppliers tend to comprehend the impact of our words and actions, and it will potentially reinstate the relationship with the suppliers.

3.3

Customers

For customers memorandum, the message was established in compliance with the behavioural theories, people centred. People-centred is defined as an approach to welfare where the communication is adjusted to fit customers’ satisfaction, sustaining relationships, inclusiveness and being transparent (Rinie & Humarita, 1995). The message developed focuses on the health and wellbeing of the customers, provide knowledge and information on how to run business during the pandemic, the continuous of operations of the organisation and most importantly maintaining and rebuilding the customer relationships. The message conveyed on how the organisation show concerns about the health and safety of the customers by displaying personal emotions in the message, giving advices and information of how the company operate during the relevant period where the customers could still procure goods or use the services of the organisation and apologises for any inconveniences caused. As mentioned before, appropriate tone of voice is also instigated in the message where the same words used repeatedly in the supplier’s message was also used in the customers’ memo to convey sympathy and apologies.

4. Conclusion In conclusion, the aim of this report is to create three separate pieces of communication for staff, suppliers and customers and explain the purposes of the intended communication. The report has highlighted that Charismatic leadership style is the most suitable leadership theory 8

MAN3121 Leadership