Effects of Communication Essay

The geological formation that I chose is DeVry Inc. Specifically, I chose DeVrys online student finance department because I am currently utilize in this department. I started here as a bookman Finance Consultant in July of 2012 and this is my primary full age logical argument after college. In my role, we assist students enrolling in courses and suffice plan how to fund their education. This job bath be very satisfying yet frustrating at the same time. I timber that it is a great learning environment and overall, employee satisfaction is high. I emotional state that my po flummoxion plays an important role in a students life as closely as a critical part of the business. DeVry University is an accredited institution that offers a variety of programs to students across the va permit to pursue an associates, bachelors and even masters degree. DeVry has over 90 locations across the United States and Canada to answer students in several argonas.In addition, for students wh o whitethorn non live near a campus, DeVry offers an online classroom that gives students other(a) flexible option. In this examination the focus will primarily be with the online division. The online division offers a non-traditional mood for students to pursue a degree. It allows fetching adults, busy pargonnts and a variety of others to at 10d class on their testify time. Threaded discussions allow students to interact with angiotensin converting enzyme a nonher(prenominal), compar adapted to a classroom setting, just students nates get into when they ar avail subject. I no longer feel as though my role is important, in fact, advisors in this department often refer to themselves as mignons or at the bottom of the feeding pole. The work that I do forthwith feels unnecessary and irrelevant. The morale through out the entire department is low. Instead of trying to be satisfied with our sics, we are trying to find ways to be less(prenominal) dissatisfied.Themost unfortu nate part is that I admit only been here for 9 months, 1 month which was spent training. The work that we do now is all about meeting numbers, hitting goals, and extra paperwork. It is no longer about taking business for students accounts and trying to find the best solution. Instead it is about answering as galore(postnominal) surround calls as possible and making sure you hit all points on your script turn on a call. As I stated before, the department as a whole feels as though we are on the bottom. Part of the reason is that we do non feel that we receive the view that we deserve. We are given minimal notice of changes that are useful immediately. These changes make a motion the goals we have to meet and the processes we have to follow. In addition, most changes that are made do not erect enough information that we feel comfortable to advise to students. Problem StatementThe organizational riddle that I would like to research is communicating within our department. I would like to resolve the neglect of discourse that I often assure within my role. We work with online students, on that pointfore, we do not meet with anyone in person intercourse is all through phone and e-mail. We travel by with students to uphold answer questions, provide support and compel sure their finance account is organised and accu wander. I often see that not being able to speak with students face to face can make colloquy efforts difficult. Especially when communicating through e-mail because not being able to see the person or hear the tone of their voice can allow for misinterpretations with students and especially within departments.Student Finance works closely with admissions and academics and I believe there is a lot of room for returns with our communication skills. Our primary goal is to help the students and I have found recently, that goal is becoming less important. There is also a lack of communication to students. Often times students call in regarding an tele occur they received, however, advisors have not been made aware than a standardized e-mail had been generated. For example, there were 8000 e-mails that were sent out to students that indispensable to submit documents. Although it was necessary for students to send in these documents, many of them had questions.There was not adequate phone coverage to be able to assist all students who had received an e-mail. Students suit discomfited that they have to sit on hold for thirty minutes while waiting for an advisor and once connected to the advisor they whitethorn not receive as detailed information as they would prefer. In addition, advisors become frustrated with management that they were not informed of the messages that were relayed to students. Things happen in organizations because people working individually and in groups make them happen people make the difference (Schermerhorn). This can be both(prenominal) positive and oppose. The lack of communicatio n happens because people neglect to put in the work to make a difference and correct communication.In addition, the lack of motivating from disgruntled employees causes lack of work as well. However, if these problems were resolved and increase satisfaction among employees it could lay down ambition for employees to make difference in how they perform their duties as well. I feel that there are improvements that can be made that can rectify the situation the Student Finance department is currently in. I feel that one of the most important changes needs to be in communication. The way that we communicate within the department as well as how other departments communicate between one another needs to improve. Although there are aspects of the job that are less than appealing, I think the master(prenominal) prohibition that needs to be tackled is the way we communicate. For the course project I will be concentrating on the communication process that is in windlessnessed in this dep artment and how it affects achieving goals as well as employee satisfaction.Literature ReviewThe lack of communication that is throughout the DeVry Student Finance Department is an issue that can be resolved, and should be resolved. Mistakes are third estate in business and can lead to negative repercussions for organizations (Bolkan, San, John A. Daly 2009). The lack of communication is not intentional, alone does have a negative effect. If not corrected, some of the negative effects may have a continuous cycle rather than being resolved. Repercussions that may result from mistakes made within an organization are a high employee derangement rate, and dissatisfied students. Lately, employees have begun leaving DeVry as early as twain weeks of employment. Some employees that have been there longer relocate into a assorted position within DeVry, and others that consecrate sooner leave thecompany altogether. This has a negative effect since it takes time to train employees, and b y the time the department finishes training one new-hire group, previous advisors have already left the position. Instead of having full teams of ten advisors, each team has on average seven.In addition, the lack of communication becomes a problem for students when they become dissatisfied. Students may choose to not enroll with DeVry again and quit school completely, or transfer to a competing school. Also, students who are not joyful with the school they are attending may tend to have negative review comments. As a corporation that is looking to expand, DeVry should want only positive feedback from students. Communication is utterly critical for achieving success, only is it something that is often lacking (Williamson 2010). In mark for DeVry to successfully expand, there has to be effective communication to the student in order for students to be satisfied. In addition, if DeVry expands, there will be a need more than for employees, if there is a high turnover rate it would be difficult to provide the quality service that DeVry stands behind. AnalysisThe lack of communication is an error on legion(predicate) ends. One of the main reasons the problem has not been solved is that management may not be aware of the severity of the problem. strike cannot be placed on management if management is not aware that a problem exists. collectible to circumstances that had been a cause of lack of communication, management should be aware that there is a problem moreover may not be aware of where the problem lies. For example, there is a high turnover rate due to employee dissatisfaction. This is prominent in the department. However, what is vaguer is why employees are dissatisfied. One of the main reasons is the lack of communication. not only does management not effectively communicate changes and information, still also does not welcome communication coming from advisors. Input is not welcome when discussing possible changes.Without listening to input from ad visors, management is unaware of the problem. They may be under the impression advisors are dissatisfied with the changes that are being made, rather than how the changes were communicated to them. Advisors feel that when they are able to comment on decisions, their voices are not heard. Their input may be received save their opinion was not listened to. Currently, there are processes in place that are supposed to accost concerns of employees. However, it is unable(p) since concerns are heard but not listened to. In addition, this provides more frustration to advisors. They are voicing their concerns but concerns are not being addressed or even acknowledged. This essentially becomes a dead-end. Not having a forum that an advisor can express concerns and be accounted for increases dissatisfaction among employees. As discussed in class, dissatisfaction can be think to employee motivation. It is assumed that employees who have a more dissatisfaction are less motivated (Schermerhorn ).The lack of satisfaction not only affects ones professional life, but can also affect ones personal life as well. Maslows hierarchy of needs requires that one is satisfied on numerous levels before able to reach the peak of self-actualization. First, one must meet physical needs, in order to meet these needs, money is required. A job can provide a paycheck which would help gather meeting physical needs of food and shelter. However, if you are only working at a job to meet the lowest level, you will never reach full satisfaction. In addition, if the job makes you unhappy it can affect your emotional state and well-being. A job may not fulfill emotional value, but a job that affects it negatively can prevent one from moving up on Maslows scale. Previously, the focus was on lack of communication between management and advisors however, there is also a lack of communication between advisors.Academic advisors and finance advisors do not often communicate effectively. Consideration is not taken that different departments may have different guidelines and policies. This issue can be frustrating for advisors, but has more of an effect on students. Since students utilize both departments to guide them through their education they feel let down if they receive conflicting information. This can cause conflict between departments. Conflict can be advantageous when advisors are able to learn from one another and gain insight on the others position. However, conflict can also cause tension and confusion. If not dealt with properly, conflict can affect both advisors and students. SolutionsThe first part of solving this problem is to make the proper audience aware that there is a problem. One key for effective communication is knowing your audience, along with what kind of information it prefers (Scheeres). The lack of communication between management and advisors needs to be brought to the attention of management. While doing so, it is important that it is addressed in a way that management does not see as complaining. Instead it is important to portray opinions in rulings in a professional manner and also be able to include how improving communication can be beneficial to the organization as a whole.These ideas have to be well thought out and fully developed. Effective communication doesnt have to take extra time but it does demand greater awareness (Gunn and Gullickson, 2008). Initially it makes take time to express concerns, but ones awareness has been brought to the attention of the audience, it does not require supererogatory work on their part. For example, communications can still be sent via e-mail, however, when they send the e-mail should be taken into more consideration. Another way to address the communication issue is to allow employees an outlet where they can express concerns and have them be addressed. This could even be anonymous. Advisors could write concerns and place them somewhere where management could have access to them. Th ese issues do not have to be addressed daily, but possibly in a newsletter issued monthly.This solution may require additional time but could also increase employee satisfaction if they feel their concerns are being addressed. Again, an increase in satisfaction can also increase employee motivation. Recently, a survey was distributed to DeVry Student Finance Department to rate their overall satisfaction and engagement. After receiving results from this survey it was brought to managements attention that there were underlying issues that take to be addresses. This was an effective way to listen to the concerns of numerous advisors. It would be useful to send various surveys addressing different concerns. It would also be useful to have employees retake the exact survey six months later to localise if improvements have been made. If improvements are not made management may then want to reconfigure their communication process. ReflectionsAs an advisor in continuing student finance it has affected development professionally, personally and academically. Professionally, it has decreased my motivation to go above and behind what is expected of me. For a short period of time, it resulted in me meeting my each week goals and not desiring to go beyond what is asked. In addition, it also caused me to look into other job opportunities that do not challenge me. Fortunately, I continued through the struggles and am now looking at ways to improve my position. Instead of looking at the negative aspects of the position I try to focus on what I like about the job. I enjoy the team that I work with and enjoy being able to work with students. When I am able to provide assistance that the student is asking for it can be a rewarding experience. Unfortunately I do not feel that I am able to reach my full potential in this position, but am trying to excel in the position to better myself and eventually use the skills I learn to apply them in another position that may challenge me further.Previously, I felt intense dissatisfaction with my job. Since it was something I had to deal with on a daily earth it affected my personal life as well. At first I felt dissatisfaction in both professional and personal aspects of life. For eight hours a day I have to be somewhere that I did not enjoy. This carried outside of the workplace and caused dissatisfaction outside of work as well. in the end I was able to evaluate the different aspects in my life and make adjustments. When I was dissatisfied at work, I learned to over-compensate satisfaction in my personal life. I knew that while I work I would not be happy and therefore was determined when I was not at work I would fulfill my time with activities that would help increase my satisfaction. This included spending more time with friends and family that I was previously neglecting since I was bringing my dissatisfaction from work home with me.For me, my academic development was also affected. This was in large due to the fact that I am attending school that is related to work. It was hard to leave work and DeVry and want to come home to do work for Keller. Once I left work I wanted to leave anything involving DeVry behind. This gave me a negative view on school and caused me to avoid putting forth the effort I should have been. Eventually I started to take a different outlook on school. I knew it was a way that I could better myself and it was something that I could do in my own time. I enjoy school and learning and needed to be reminded that it was for me and not for work. In addition, I was also able to recognize that by learning more I can learn to deal with difficult work situations in a way that does not affect my (dis) satisfaction. By improving my skills and knowledge it may also qualify me for different positions that I may not have been eligible for previously.Evaluating the lack of communication within the department I work in has allowed me to evaluate how I communicate with others a lso. In addition, it has displayed how professional and personal life can coincide with one another. In addition, it has also inspired me to make changes not only in how I communicate, but how others communicate with me as well. By bringing awareness to others, it may increase the effectiveness of how we communicate with one another. By increasing effective communication employees are able to originate individually and the organization has the support to grow as a whole.ReferencesCommunication is a Two-Way Street. Asian Social Science Mar2010, Vol. 6 disregard 3 Devry University. Retrieved from http//www.devry.edu/whydevryHe said, She Said. Strategic Finance, 89(7), 11-12. Gunn, R., and Gullickson, B. 2008. FAFSA Student Aid on the Web. http//studentaid.ed.gov/PORTALSWebApp/students/english/aideligibility.jspInterdepartmental links priceless for sterilization success. Healthcare Purchasing news, 34(1),36. Williamson, J. 2010.Learning the Language. By Scheeres, JunellListening A Co ncept Analysis. By Shipley, Sheila D. organizational Responses to Consumer Complaints An Examination of Effective Remediation Tactics. By Bolkan, San, John A. Daly, Feb 2009, Vol. 37, No. 1Organizational Behavior, Tenth Edition. By Hunt, Osborn and Schermerhorn.When Work and Love Mix Perceptions of Peers in Workplace Romances. ByChory, Rebecca M., Sean M. Horan, Nov/Dec 2009, Vol. 60, No. 5