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Conflict Management and Team Communication: Adventure Tours

ASSESSMENT 1 - REPORT

1.THE TASK

You have been appointed as a consultant to report directly to Ms. Mary Lee, Proprietor of Mary’ s Aussie Adventures Tours.   The company conducts a number of different activities, including tours of the outback.  The company's main clients are international tourists, particularly Asians.

Mary's Aussie Outback Adventures Tours operates from Sydney, Australia.  It has an administration department, which answers queries from potential clients and prepares corporate communications & advertising material as well as doing the normal administrative tasks, and a team of tour guides.

Mary has identified several corporate communication & PR areas he believes need attention.  These include:

Preparing effective corporate communication literature

Intercultural communication, particularly in relation to Chinese people

Conflict management

Developing an effective organizational "culture"

Effective team communication

Ethical issues in PR

Roles of Corporate communications & PR writer

To improve corporate communication skills within the organization, Mary has asked you to advise her on the   implementation of a training program for employees.

As the first step, you are to identify TWO areas of corporate communication & PR from those listed above that you think are especially important and will commence the process.  You will need to justify your choice of areas, outline the content to be delivered and provide practical advice for its implementation.  To be credible, it is important that your advice is based on factual information, expert opinion or research based concepts and knowledge relevant to business communication.  

This task is to be presented in the form of a business report, with an introduction, aims & objectives, timeline, information/analysis, tactics,conclusion and recommendations.

Your report must contain to a minimum of FIVE reference sources.  Two of these must be academic journal references sourced from the Elite’s library resources (www.ee.edu.edu.au/library).  Other appropriate references would include your textbook (Argentis) and other PR Communication textbooks.  If you use google or another search engine to find information, you should consider the issue of reliability.  

NOTE:  this is an academic exercise so you must use appropriate referencing techniques (Harvard format).

Answer

Corporate Communication and Public Relations


Introduction

The purpose of the paper is to provide effective view regarding the area of conflict management and effective team communication of corporate communication and public relation within the firm. The corporate communication performed within the organisation of Adventure Tours which have the clients from international tourist where Asians are the primary tourist. The organisation has a proper working , and due to the adventure tour business, communication is highly essential. The paper also discussion regarding the effective strategy and the training program for the implementation of conflict management and effective team communication. The paper also discussion regarding the content that needs to be provided for the improvement of corporate communication within the firm.

Aim and Objectives

The paper aims to enhance the corporate communication and the public relation within the business process.

The objectives are;

  • To understand regarding the area conflict management and effective team communication
  • To develop a suitable training program for the employees
  • To understand the effective strategy for the implementation of conflict management and effective team communication in the firm

Area of Corporate communication and PR 

Corporate communication and PR both are the vital part of the organisation to perform suitable and effective communication (Pearson, 2017). Both the process is eventually required to maintain the communication process with the client and the business internal along with external communication. Some of the areas that need vital attention towards the improvement of corporate communication and PR are; Conflict management and Effective Team communication.

Conflict Management: It is the procedure of restraining the negative feature of the conflict by increasing the positive feature of the conflict. This area of the corporate communication and PR has been selected because it deals with the process to enhance the learning along with the group outcome that involves the performance in the organisational setting. The conflict management within the firm effectively involves the problem-solving ability along with the suitable negotiation skill for restoring the focus towards the goal of the company (Waters, 2017). Improving the area of conflict management within the business will help the management to perform proper communication both internally and externally. This area will help to prevent the conflict within the workplace and lead to the better productivity of the firm (Currie, Gormley, Roche, and Teague, 2017). In the business, process conflict is the normal activity because there are numerous people with a different view regarding a particular matter. 

With the help of conflict management, the negative conflict is managed effectively to provide an actual conflict that the business in the long-run. In the organisation, the negative conflict generally arises from the disagreement, conflict value, unspoken assumption and ego (Baillien et al., 2016). Conflict management help to deal with the factor that might lead to the rise of negative conflict within the workplace. For managing the workforce, it is highly essential that the business maintain their conflict management process and provide a suitable working function to the staff members. This area will also help to improve the corporate communication process within the firm.

Effective Team Communication: In the business environment communication is the biggest factor that helps to manage the workforce and the working function within the company. This area has been selected for the improvement of the workforce because frequent communication keeps the staff members in effective position for the improvement of working function (Cardon, and Marshall, 2015). It is highly essential for the business leaders as well as the experts to keep their employees informed regarding regular communication as this is the vital part of team communication. The technology is rapidly changing, and for that, the organisation has to face numerous issue that creates a huge impact on the productivity of the firm.

Maintain the effective team communication in the business process it helps the staff members to share their view, knowledge, and skill for the development of a suitable business. Maintaining effective communication might be challenging for the firm, but at the same time, it is highly essential for developing the productivity level of the firm (Pearson, 2016). In the matter of team communication, the company faces numerous option that can be effectively utilised for the maintaining the team members. Good communication led to the positive activity within the team and also maintain the strong relationship among the team members. This area of corporate communication and PR needs to be highly developed so that business has a valuable and suitable working function within the market.

Content to be delivered 

Conflict management

The content that will be delivered in the training program of the conflict management is the idea regarding the various type of conflict within the workplace. The training program will consist difference between open conflict and hidden conflict then conflict resolution style. The training program will also consist of the seven steps in term of the ironing things out then the facilitating conflicts and also making the intervention. These are the contents that need to be delivered effectively for the improvement of conflict management within the workplace. It is essential for the firm to maintain their conflict and for that suitable training program with the implementation of the conflict management is highly essential. 

Effective Team Communication

The effective team communication training course is highly designed for the improvement of corporate communication. In the training program, the overview regarding the effective team communication will be provided. Then view on the team, and the group will be provided along with the social loafing factors. Furthermore, the content of the training program will be regarding the team decision making, role play at a team, norms of the group, the clash of stereotype, stage of group development and conflict in the team. These contents will be effectively provided in the training program for the improvement of team communication within the workplace and the implementation of the process. 

Timeline

Conflict Management Training program
Duration: One-day Training program
Timing: 9AM – 7PM
ContentsSchedule
Breakfast30 minute
What is the conflict?9:30am – 10:30am
Break15 minute
Difference between open conflict and hidden conflict.10:45am – 11:45am
Break 15 minute
Conflict resolution style12 noon – 1:30pm
Lunch Break45 minute
Seven steps in term of the ironing things out2:15pm – 4:15pm
Break 15 minute
Facilitating conflicts4:30pm – 5:30pm
Tea break10 minute
Making Intervention5:45pm – 6:45pm


Effective Team Communication Training program
Duration: One-day Training program
Timing: 9AM – 7PM
ContentsSchedule
Breakfast30 minute
Effective team communication9:30am – 10:30am
View on the team and the group10:45am – 11:45am
Break15 minute
Conflict in team12 noon – 1:00pm
Social loafing factors1:00pm – 2:00pm
Lunch Break30 minute
Team decision making2:30pm – 3:30pm
Role play at a team3:30pm – 4:30pm
Norms of the group4:30pm – 5:30pm
Tea break15 minute
Clash of stereotype5:30pm – 6:00pm
Stage of group development6:00pm – 7:00pm


Information/Analysis 

Conflict Management

Conflict is the biggest factor within the firm that deals with the various situation regarding the business process. In the organisation there can be two types of conflicts found; one is the conflicts of the idea, and the other one is the personality clash within the workplace. It is essential to understand within the business that if the conflict is due to a personality clash or regarding the ideas (Leon-Perez, Medina, Arenas, and Munduate, 2015). There is also another conflict that could be faced within the business like the conflict with the management team and the colleagues. For the business the process of conflict management allows them to deal with the situation and maintain corporate communication effectively. In the organisation both the open along with the hidden conflict is crucial for the management team to maintain their activity (Prause, and Mujtaba, 2015). The open conflict can easily be maintained within the firm, but it is quite difficult to access the hidden conflict and solve it.

For the improvement of business along with the corporate communication, it is essential to maintain conflict within the business. The training program regarding the conflict management will allow the business to introduce idea regarding the conflict and the way that could be utilised to deal with the situation (Leon-Perez, Medina, Arenas, and Munduate, 2015). This is highly essential for maintaining the public relation within the workplace as reducing the conflict increase stability and strengthen the bond among the team members. Due to the conflict within the workplace both the organisation along with the staff members have to face various obligation for performing their activity (Prause, and Mujtaba, 2015). In the organisation conflict is the common feature and dealing with conflict is the essential factor. In the workplace, the conflict easily took place where people did not get along with each other. It is the fact that the organisation has to maintain their staff members and the communication process is the most effective way of maintaining conflict within the workplace.

Effective Team Communication

Effective team communication within the workplace is highly associated with the teamwork and the effective productivity of the firm. Effective communication and teamwork help the business to maintain the positive environment within the workplace. In the organisation working within the team is the essential activity and in this situation performing effective communication is highly required for the development of corporate communication and public relation (Hill, Offermann, and Thomas, 2018). It is essential for the management team to understand the team members and also the suitable way that could be utilised for their communication process. For performing the business operation communication is highly essential as this also help to reduce the conflicts among the team members (Valls, GonzálezRomá, and Tomás, 2016). With the help of effective team communication, the staff members share daily information for the improvement of business which is also essential for the decision making process. Communication among the team members can be easily developed with the various process.

The training program is one of the best ways to provide an understanding of the importance of effective communication among team members (Valls, GonzálezRomá, and Tomás, 2016). In the training session, understanding regarding the various process of communication and the need for effective communication is eventually discussed. The communication can be improved with the help of an open door policy where the team members are promoted to share their view in the group discussion and listen to each other. Creating the bond among the team members is vital for the business improvement, and this is effectively done by the help of the communication process (Hill, Offermann, and Thomas, 2018). In the team, it is essential to have a clear understanding of the roles and responsibilities as this help to easily communicate and share the view with each other. This also helps to reduce the conflict among the team members and for that the working function can be developed within the business.

Tactics/Strategy for implementation 

Conflict Management

The effective strategy that would be utilised by the firm for maintaining and the implementation of the conflict management within the workplace. The proper strategy for the implementation is to define the acceptable behavior of the workforce (Myatt, 2012). It is highly essential for the business to effectively define the behavior that is acceptable within the workplace so that there is no such confusion among the workforce. Another strategy is to hit the conflict head-on so that the staff members have a clear understanding regarding conflict situation and they gather the ability to deal with the situation (Hopkins, and Yonker, 2015). It is essential for the business to speak openly regarding the potential area of conflict to maintain it and provide a suitable public relation within the workplace.

Another tactic that could be utilised within the firm is to understand the WIIFM that is what's in it for me factor (Myatt, 2012). It is highly essential to understand the motivation of other prior to considering in the situation. Dealing with the conflicts within the workplace is most of the time to avoid them and maintain the organisational goal as the priority for the team to perform their activity in the field. Another tactic that could be followed by the firm is to view the conflict as the primary opportunity for the firm. It is the fact that the actual conflict within the firm is the source of innovative opportunity for the development of the business. A smart leader within the business always tries to grab the opportunity that has been developed from the conflict to maintain the staff members and to improve the productivity level of the firm.

Effective Team Communication

Team communication is the vital aspect within the workplace, and for that maintaining the team members become essential. The most effective strategy that could be utilised by the firm to maintaining communication system is to implement the open door policy (Lipman, and Lipman, 2018). This strategy allows the team members to share their view and their issue openly with each other because it helps to dissolve the issues among the employees. Effective leadership skill allows the teamwork within the firm and this is done by the process of open door policy for the staff members. Another strategy that could be implemented by the team manager is to promote the team spirit (Brewer, and Holmes, 2016). This strategy helps to strengthen the bond among the team members and the organisation by promoting the team spirit. 

Another effective strategy for the improvement of team communication is the process of feedback. By giving and taking feedback among the team members help to understand the flaw of each other. Team communication primarily starts with the manager and maintaining the activity of feedback allow the entire team to understand the best way that will help to enhance the process (Bonaccio et al., 2016). Another tactic for the improvement of team communication is to take a team break. Working for a longer time create mental pressure which is one of the primary reason for lack of effective communication (Lipman, and Lipman, 2018). The break allows the team members to develop their mental strength and gain a positive aspect for dealing with the situation.

Conclusion 

The paper concludes that corporate communication and public relation is the essential factor for the business to maintain their productivity level. The paper also concludes that the area conflict management and effective team communication is highly essential for the improvement of working function within the field. To eventually improve the situation and the implementation of effective conflict management and the team communication suitable training program is also being provided for the employees. The strategy for the implementation of the conflict management and team communication deal with the situation that might be developed by the firm for maintaining corporate communication and public relation.

Recommendations 

The corporate communication allows the business for strengthing the practical function within the firm. It is highly recommended that the firm should implement the open door policy among the staff members to both reduce the conflict and enhance the team communication. It is also recommended to the firm that they need to strengthen the process of feedback within the business activity. The training program allows the business to maintain their working function and the valuation process for the improvement of business operation. It is also suggested that the company should develop active learning as well as communication skill to improve the conflict within the workplace. It is highly essential for the business to understand the system and provide a valuable activity that could be developed over the years. It is also recommended to the business that they should maintain the positive attitude as well as the practice for managing emotion of the team members.

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