I was formed to make a document and analyze the communication process in one of the worlds successful and largest fast food chain, towards the achievement of business goal. The group chooses the KFC situated in OTAHUHU.
Primary data was collected by interviewing the Branch Manager, preparation of questionnaire for the entire team member to fulfill through actual on site view. After the primary research, all the relevant findings were analyzed and evaluated based on the communication theories learned from secondary sources through our textbook, lecturer handouts, online resources and the organization’s information resources.
The research draws attention to the importance of these findings on how effective, efficient, accurate and up-to-date these communication processes that shoe great impact on the three levels of communication in the main team namely:
Team Communication
Interpersonal Communication
Organization Communication
Findings showed some communication barriers on each level that hinder the affectivity and efficiency of the communication processes towards the achievement of their Team goals affecting the organizational goal’s is well
INTRODUCTION;-
1.1 Objectives
To complete a portfolio of information processing in a business organization towards the achievement of its goals or objectives.
To determine and make an analysis of the three level of communication that show great impact on the information process of this organization in achieving its goals .These three levels are 1.interpersonal communication. 2.team communication 3.oraganisation communication
To make exact recommendation on current issue is communication process ,if any with literature support and reference.
BACKGROUND
KFC is the one of the most leading restaurant chain in the world. It touches the lives of the people every day. They improved their quality of products and services with the time First KFC was born in 1952 in Salt Lake City in USA. In past there is no drive thru service in KFC. Its starts in 1987.
PROCEDURES
2.1 Data collection
I collect this data by using data collection techniques .Its includes primary and secondary data collection .Some data is collecting by communicating with the manager of KFC.
It is a technique or method which we can use to collect the relevant information
There are two type from which I can collect information, these are :-
Primary data collection.
Secondary data collection.
PRIMARY DATA COLLECTION. Primary data is original information that has been collected at first hand for the purpose of this particular research study. Primary data collection is necessary when a researcher cannot find the data needed in secondary sources.
We will do interview and questionnaires for their manager and crews, and do survey with customers.
SECONDARY DATA COLLECTION:- The secondary data will be collected from formal articles, internet, books, sales records etc; all the sources will be shown the reference.
2.1Limitation of the study
In starting I had to face lot of problems to collect the relevant information related to KFC Research. I face many problems to make appointment with the Duty Manager of KFC but He refuse to talk with me after that I make a new appointment with him then i discuss and collect the data from the Manager.
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Findings
Interpersonal communication is usually defined by communication scholars in numerous ways, usually describing participants who are dependent upon one another and have a shared history. Communication channels, the conceptualization of media that carry messages from sender to receiver, take two distinct forms: direct and indirect. In the interpersonal communication I research on communication between manager and staff member and also research the communication between staff and customers
(1).communication between manager and staff members. When I research in kFc I found that all the restaurant employees were from the different countries with different backgrounds there are some drawbacks in communication between manager and the staff members the main drawback is rhe language barrier because most of the employees have come from different countries so there languages are different
(2) .communication between customers and staff members. In this KFC mostly women are in the front and attend the customers the ff members behavior of crew members are very friendly and has good communication all staff member are well trained to communicate effective with the customer. The crew members give customer satisfaction through good customer service. there is some barriers in customers and employees.
STATUS
Status is a barrier in motivation in the organization .some employees does not talk with each other because of their status.
POWER
Power becomes barrier in control and motivation when we communicate there is some elements of power and control being expressed by one person to the other or by both if the use of power is more then the communication is frustrating.
MIXED MESSAGES
It becomes a barrier in communication when non verbal communication not match with verbal messages .
Organization communication. in the interview with the manager we ask some general questions about the KFC he gave some knowledge
To me about the organization. Communication is divided into two major parts 1.internal Organization communication 2. External organization communication.
Internal organization communication .
Organizational goals.:
The basic goal of KFC on the basis of yearly and they mainly careful about the customer service it also includes the waste of KFC They also want to gave fast service to customer and they also want to decrease there waste as mush they can so.
Information flow within the Organization . In this Organization information flow from higher level to lower level .every information for intense a launch of new product or changing into firstly come to Area manager and then information goes to restaurant manager and restaurant manager called to shift manager and shift manager pass this information to crew members
EXTERNAL ORGANIZATION COMMUNICATION
Dealing with customers. this is the main part of communication in KFC which is used nearly 14 hours per day it need to handle the problems of the customers as well this part of communication is used to deal with every customer and this follow method is use to deal with customer.
Firstly smile and greet the customer.
Take the order correctly by repeating the order.
At last say enjoy your meal and goodbye.
Team communication:-
In KFC the communication process are set in a pattern that the information goes through higher level to lower level. firstly the information comes to the branch manager then pass to restaurant manager , restaurant manager to shift manager and shift manager to crew members. the role of team members is to contribute towards the goal of Organization they just need to follow the orders and if they have any suggestion they can give in the meetings organized by the team leaders or by the head manager
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RECOMMENDATIONS
Interpersonal communication;_
a) Communication between staff and customers
Communication between staff and customers is main part there. In restaurant mostly women attend the customers. The staff is well trained and experienced. If the staff members are happy with there work environment then they can serve the customer well. Manager should also encourage members to deal with customers to aviod any gender basic. The communication becomes better by creating a positive climate. The employees should try to understand the problems of customers. New employees also try to learn from old employees.
b) communication between managers and staff members;
This communication can be better if the meetings are held at once in a week
Organization communication
Organization communication is vast area where everyone has to be including to targeting the aim and achieving that aim. In the Organization communication the important aspect is the Organization goals and the goals can only be achieved if the staff understand it and communicate about the goal by each other.
In the Organization every individual employee has to contribute to the main Organization goal. Manger should do proper meeting with crew members to overcome communication gap in the Organization. They must take opinions of crew before implementing a new rule in the Organization so they can work as a team all the crew members must speak English with each other apart from any other languages.
Questionnaire
INTERPERSONAL COMMUNICATION
How do you communicate with different behavior of customer?
Is in face to face communication employees are good or not?
Are the employees communicating well with each other?
When any new member joins the staff, how you encourage him/her?
Is culture effect the interpersonal communication?
Manager gave us a lot of information about the interpersonal communication. He said, mostly women are in the front and attend the new customers. The woman who is attending customer is very friendly and has good communication and the member also helps each other in communication. Mostly new employees face problem when communicate face to face. He said we create positive climate for new member and make contact with him. He said all staff member belong different countries with different backgrounds it also effect communication.
ORGANIZATION COMMUNICATION
What type of Information flow within the organization?
How Organization communicate with stakeholders?
What are the organist ion main goals?
How the internal or external communication effect organization?
In the Organization information flows from higher level to lower level as every information for instance a launch of new product or changing of rules firstly comes to restaurant manager and after that he pass on the information to the middle level manager or we can call them as shift manager and the shift manager pass on the information to the crew members by a team meeting or putting the information on the crew room so that everybody can read that information. Mainly the manager or the higher assistant manager meets with the stakeholders.
TEAM COMMUNICATION
How many employees work under you?
How many employees work in a particular shift as a team?
How a team on counter does serves the customers?
Can you tell me the communication flow within a team?
Can you tell me the roles of the employees in a team?
How do you manage the shifts of the employees?
The Branch Manager said in a team each member has a role to fulfill the needs of the team. In KFC there is a branch manager, team leader or shift manager. Now there are three counters to serve the customers. On counter 1 there are three members working, on counter 2 there are two members and team leader working and on counter 3 again three members are working. Now cleaning team is there to do the cleanings and also to help the members of the team if anyone requires help and it consists of two members. So the information flow is from the both sides that are downward to upward and also upward to downward.
The role of the branch manager is to give the order to the team leader and then team leader will give that order to the team and if there is any kind of problem to the member of the team he or she will let the team leader know and the team leader will let the manager know. So this way the information flows in a team that is both upward and downward.
The team members just need to follow the orders and if they have any suggestions they can give it in the meetings organized by the team leader or by the head manager .
NETWORK;-
In KFC there is big network between branches . they all are attach with each other .in KFC telephone and internet is mostly use. There is also a network of head phones which is used by crew members to take order from customer from drive thru and also use to take with each other.
Conclusion .
Conclusion on interpersonal communication :-
According to my this survey I came out with the conclusion that most of the worker in this Organization are from different countries so they have there different cultural background so language is the big barrier in communication and most of the worker are new in this work so they hesitate to talk with their managers about their problems in meeting employees always ask by the manager are they satisfied with their job and the environment of KFC which will ultimately motivate the to satisfy the needs of their customer as well for e.g. Indian and Chinese staff members hesitates a lot because English is not their first language but the communication of staff with customers is very good because the staff member are well trained to how to communicate with the customers.
External organization communication:- In KFC external communication is done by both crewmember and the Manager
The dealing with customer is done by both crewmember and manager but the communication with the stake holder mainly done by the manager of KFC on the other side better communication skills in the communicate well with the customer as well as organization they can achieve thetr goal easily .
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