Professional Documents
Culture Documents
E. CMPEANU-SONEA1, A. SONEA2
Babe-Bolyai University, Cluj-Napoca, eugeniasonea@yahoo.com
2 Petru Maior University, Trgu-Mure, adriansonea@yahoo.com
ABSTRACT
The authors present a few considerations on the
communications role in the organization, in order to
improve collaboration, competence, creativity and conflict
control for increasing the quality of service to the consumer.
The link communication-competence-creativity involves
integration processes in the organization, motivation,
career development and conflict resolution, good
relationships with the internal and the external customer of
the company.
The findings are based on case studies conducted in firms
having various fields of activity and located in Central and
Northern Transylvania.
Key Words
internal communication, external communication, conflict
management, competence and creativity, relationship with
the client.
1. Introduction
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STATES
ADMINISTRATION
POLITICAL
LEADERSHIP
COMPANY'S
HUMAN RESOURCES
TOP MANAGEMENT
CREDITORS
CLIENTS
SUPPLIERS
COMPETITORS
MANAGERS
Collaboration
EXECUTANTS
Reports Decisions
Collaboration
TRADE UNIONS
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6. Conclusions
Internal communication, well organized and with properly
trained and motivated people, plays a key role for a good
relationship with the external client. Customer satisfaction
favors the company, allowing the existence of regular
customers and attracting new ones (Hiebeler et al, 1998).
Analyzed cases have clearly showed the crucial role of top
management in the training and motivation of company
personnel, for the benefit of internal communication. There
are some clear rules under which the firm must have an
attitude of customer assistance in case of complaints.
That is to carefully listen the customer, to find out precisely
what is its discontent and to find the best way to
compensate it, materially or morally (Rees, 1996).
Sometimes an assisted customer can be turned into a
loyal one in cases when the company was wrong, because
of the way that company acted to repair its fault (Prutianu,
2000a).
Also, customer complaints can act as an external audit,
necessary to assess the health of firm, financially and
organizationally. Customer complaints provide an objective
opinion on the companys situation, they indicate the
direction the company should follow and how it can reach
its goals (Clarke, 2002).
One unhappy customer discourages, on average, another
50 potential customers (Johns, 1997). Clear criteria for
assessing the quality simplify or even solve the problems
of communication between employees, business partners
and with the user of services.
Finally, the prerequisites for improving the situation are,
inter alia, competence of personnel in this regard,
understanding the importance of permanent relationships
with clients and continuous learning from previous
mistakes (Cmpeanu - Sonea & Sonea, 2005), but also the
constant adaptation to the market, not only in terms of
products diversity and quality, but also as the attitude
towards client is concerned (Cmpeanu - Sonea & Sonea,
2011).
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References
[1] Cmpeanu-Sonea, E., Sonea, A. (2011). Evoluia
resursei umane n context organizaional, Cluj-Napoca,
Romania: RISOPRINT.
[2] Cmpeanu-Sonea, E., Sonea, A. (2005). Comunicare,
conflict i dialog n procesul managerial, Cluj.Napoca,
Romania: Presa Universitar Clujean.
[3] Clarke, L. (2002). The Essence of Change, Bucharest,
Romania: TEORA.
[4] Hiebeler, R., Kelly, T. B., Ketteman, Ch., Andersen, A.
(1998). Cele mai bune practici, Bucharest, Romania:
Editorial Group IMAGE.
[5] Jones, T. (1997). Relaiile perfecte cu clienii, Bucharest,
Romania: NAIONAL.
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Reproduced with permission of the copyright owner. Further reproduction prohibited without permission.