Impacting Quality (Essay Sample)

Impacting Quality
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Introduction
Good communication is a practice influencing the ability of organizations to abide by their mission and achieve the targets. Professionals in the healthcare sector are thus advised to embrace proper communication in information dissemination and building trust and commitment. Worker communication is constantly related to improved productivity amongst staff members and reduction of organizational conflict. In reference to Canary and McPhee (2011), senior leaders in the organizations ought to show signs of enthusiasm concerning the mission. In the losing hope case study, the head makes it a routine process to communicate and engage the workers through meetings.
The first step to providing proper healthcare services such as devised by HOPE require a strong team with members feeling valued through proper communication channels. Regarding May and Mumby (2005), professionals are requested to observe proper interpersonal communication. One-on-one communication often consists verbal as well as facial expressions, gestures and certain postures (body language). Cheney et al. (2004) argue that persons in charge of organizations should make decisions after getting an idea of issues affecting the staff members. As a result, there is need to deploy the electronic communications available to facilitate feedback from workers. Since managers and the board of governors handle the well-being of the business, they are thus required to seize opportunities and make decisions that facilitate achievement of the formulated goals.
Canary and McPhee (2011) argues that interpersonal communication includes exchanging ideas through the use of gestures, words, facial expression and tonal variation. Healthcare professionals with proper interpersonal skills set a strong framework for their organization in which teamwork and operational efficiency is emphasized.
Background and HOPE Problem statement
HOPE is a new initiative by the Australian Federal Government tasked with educating the population on the impact of air pollution. The overall objective of the organization is thus to ascertain a safe future whereby a board of commissioners is in control. The problem is that the management seems to be quite distant from the organization’s operational activities a situation that might affect the attainability of the targets.
The ability to communicate ideas appropriately to the relevant stakeholders in an organization acts as a key tool for success. As observed in the case study, Healthy Oxygen Promotional Education, relational communication is vital for stable interactions between individuals. The complex organizational life also needs proper relational communication to channel the different organizational levels thus obtaining suitable outcomes (Alimo-Metcalfe and Alban-Metcalfe, 2006). This paper will give an account of the recommendations for good communication in HOPE including co-production and its influence in the public organization.
Some of the barriers include the lack of communication channels between the commissioners and the workers hence developing a distant relationship. Other barriers include uncivil behavior and the lack of adequate interpersonal skills amongst the workers. There exists denial of contrary information when Debra and Michael argue concerning contradicting information sent to them. Debra goes ahead to convey the information in a different manner that cannot be trusted. Uncivil behaviors are evident in HOPE as demonstrated by the CEO in which there exists low morale in the workplace. Bakker and Schaufeli (2008) argue that lack of proper appraisal of staff members obstructs productivity and the achievement of financial goals in the company. HOPE also suffers from inadequate interpersonal skills whereby the ability to communicate with each other is greatly compromised in this case.
Problem Evaluation and Analysis
In HOPE, the board of commissioners seems distant from the staff members in which information is passed on without prior health education to the community health centers. Debra claims that the information is misleading and claims there lacks transparency in which the directors are paid outrageously. Harrison-Walker (2012) argues that it becomes difficult to trust a person who relays inaccurate and non-creditable information. Regardless of interpersonal communication calling for the use of forms such as verbal and non-verbal cues, in an organizational setup a different scenario occurs. Forms such as staff meetings, employee performance reviews, formal project discussions and informal chats reflect interpersonal communication.
The basic process in communication begins from an idea formulated by an individual and relayed to the relevant audience accordingly (Bakker, Schaufeli, and Leiter, 2008). HOPE, in this case, is required to protect the lives of the Australian population and thus in addition to proper internal communication, external communication with the public is also required. Debra complains that the Community Health Centers where the information is to be disseminated lack the relevant training and expertise to enhance implementation. Proper communication with other professionals involved in the enhancing achievement of HOPE’s goals ought to take place. Meetings, symposiums, and conferences may be carried out to enhance knowledge in air pollution and its impacts to enhance proper population health.
Regarding Canary and McPhee (2011), communication occurs once a sender relays the information through a medium such as dialogue to another person. As a skill in interpersonal communication, the person receiving the information must interpret the message and give feedback to the sender. Michael displays proper interpersonal skills where he listens to Debra and responds to her concerns. In particular, he informs her that she ought to be careful in addressing the issue of Frank since there existed a close relationship between the CEO and him. As an interpersonal skill, the receiver understands the appropriate action to be taken but is hesitant to offer the necessary support to Debra.
Cheney et al. (2004) argue that organizations are institutions where persons may feel safe provided that they get their salaries. Employees do not therefore explore channels that may compromise their job stability. The lack of transparency in how things are operated in HOPE may continue to worsen if the staff members do not find ways to communicate their fears. In reference to Cohen (2008), a team requires loyal members who are not afraid to stand by their concerns to facilitate efficiency. On the other hand, Conway and Monks (2009) argue that, for the proper functioning of a team, members ought to have a platform where they can relay what they feel about certain issues.
Debra is not contented in the manner Frank was appointed to HOPE despite the visible lack of relevant background. For instance, she complains of the poor quality of promotional material and the lack of transparency in how the money is budgeted.
The other barrier to proper organizational communication at HOPE is the lack of interpersonal skills amongst some of the staff members. In reference to Canary and McPhee (2011), errors may occur during the communication process whereby misunderstanding ensue. In the losing hope analysis, when Debra cannot understand what the message sent meant, nobody was willing to elaborate on the issue. Ironically, when the CEO gave the staff members an opportunity to raise any concerns, none of the organization’s employees dared to speak out.
Regarding CLC (2004), human beings in real life tend to hesitate when it comes to airing out their concerns due to fear. Members of the management are thus advised to design better channels for raising concerns other than open floor meetings that fail to observe confidentiality. It is common knowledge that individuals will tend to provide accurate concerns and complaints when their identity is protected. Such information is key since the ability to make proper decisions depend wholly on it. In reference to Frese (2008), interpersonal skills give the ability to communicate efficiently within an organization. Several areas of interpersonal communication required in this case include verbal communication, listening skills, negotiation, problem-solving, assertiveness, and decision-making.
Verbal communication defines the manner in which words are used to relay information to others in the right manner and tone. The CEO does not use words and tones appropriately in welcoming the new employees whereby he sounds distant from the project. The manner in which he welcomes them appears to be authoritative thus explaining why the employees hesitated in raising concerns whenever they were given a chance. Non-verbal communication is also an important interpersonal skill in which body language, facial expressions, and hand gestures are deployed. When addressing staff meetings, use of negative non-verbal cues such as angry stares and frowns may influence the outcomes of communication (Gatenby et al., 2009). Some of these cues may be an explanation as to why none of the employees was willing to ask any questions.
The CEO deploys control which is a kind of one-way communication in which employees are given directions to comply with. In organizations, controlling may result in the development of conflict that may compromise the process of safeguarding the population from air pollution. One of the characters of human beings is resistance that may be portrayed as a counter measure to the communication strategy deployed by the management. Although controlling can be deployed by respected members of the management in times of resolving conflict, employees may end up being alienated under normal cases. In contrast to controlling, egalitarian is an interpersonal communication in which in...