THE UNIVERSITY OF DANANG

UNIVERSITY OF ECONOMICS
CENTER FOR INTERNATIONAL EDUCATION

Assignment A2

MANAGING
COMMUNICATIONS,
KNOWLEDGE AND
INFORMATION

Student name / BTEC Registration Number

Truong Thai Bao/Oliver HH43429
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Contents
I. Task 3: ............................................................................................................. 2
1. Report on existing processes of communication in an organization. ..... 2
2. Design ways to improve appropriateness. .................................................3
3. Implement improvements to ensure greater integration of systems of
communication in that organization. .............................................................3
4. Create a personal plan to improve own communication skills. .............. 4
II. Task 4: .............................................................................................................5
5. Report on existing approaches to the collection, formatting, storage
and dissemination of information and knowledge. .......................................5
6. Carry out appropriate changes to improve the collection, formatting,
storage and dissemination of information and knowledge. ......................... 6
7. Implement a strategy to improve access to systems of information and
knowledge. ........................................................................................................7
III. Conclusion. ..................................................................................................7
IV. References. .................................................................................................. 9

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 I. Task 3:
1. Report on existing processes of communication in
an organization.
Lunenburg (2010) states that transmissions from sender to receiver
can be described as effective communication and communication that
is important to any organization. Communication is a process that the
sender and receiver share about a common sense. The communication
process has the main components as the sender, encoder, transmitter,
decoder, receiver, and feedback.
Figure: Communication process
The sender-individual or group starts communicating. The attitude,
experience, skills, knowledge, culture and perceptions of the sender
affect the message. Methods such as words, spoken, written can be
used to generate messages
Encryption - To convey the meaning of the first sender, encode the
message as translating the information into meaningful notation.
(Symbols can be words, language, or gestures.) Symbols are used to
encode ideas into a forwardable message that the recipient can
understand. In coding, the sender decides what needs to be
transmitted according to his decision of acquisition knowledge,
assumptions and additional information that can be understood. The
use of symbols should be familiar to the recipient.
Transmission - To transmit messages from the sender to the receiver
some kind of means is necessary. Channels can be spoken or orally but
the visual channels have become ubiquitous with technology. Popular
channels used are phone, letter, memo and report.
Feedback - When the message received from the recipient's response
is sent to the sender, it helps the recipient understand the message
(Goldkuhl, 1998).At TESCO there are 400,000 employees in different
countries and communicating with them is very difficult to manage.
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 2. Design ways to improve appropriateness.
Communication can be improved by many methods as below. Many
Channels used for communication - by sending messages through
multiple channels can ensure that it reaches the person in charge.
Most effective ways are e-mail, fax, meeting, telephone, memos, etc.
Critical messages repeat - By repeating important messages
over and over again can improve communication
Listen focus - Important in one-on-one communication.
Active listening to a message ensures maximum
understanding of a message. Non-verbal behaviors such as
supporting the body posture to better understand a message
Notice received after listening and understanding the
message should be done on the intended date. Being open,
honest, simple, understood and respected by individuals
helps to understand whether the message is accurate or not.
Communication issues - Media issues that arise in the
communication process must be fully addressed. Issues such
as conflicts, misunderstandings, cultural differences, and
coping with difficult people can arise and they need to be
managed effectively (Office of Process Management Process
Improvement, 2007).
3. Implement improvements to ensure greater
integration of systems of communication in that
organization.
Communication can happen by communicating or persuading a
person. To become successful in communication to integrate it with
the organizational plan communication system is essential. The
media plan is the decisive platform where you want to be able to focus,
the opportunity to explore, optimize the challenge and track the
effort. Communication plans include (Wang et al., 2001).

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 Understand the current situation - Study the current situation
both internally as well as externally.
Defining Goals and Goals- Need to identify goals and
objectives to focus on why, who, when and why.
Target audience- Need to identify the target audience of the
media. For this list and analysis of each group is very
important
Key message - Identify key ideas that need to be
communicated. Firstly there should be an idea of what the
target audience knows about regarding the message and hence
the message should be designed to be understood by the target
audience. The message should be simpler and more specific
Communication Strategy - Decide what kind of
communication strategy should be used to communicate
Evaluation - To understand the success of the message
distribution, the success of the article should be evaluated
(National Energy Technology Laboratory, 2007).
4. Create a personal plan to improve own
communication skills.
In Pophal's view (2009) on many aspects of life, effective
communication skills are quite necessary. Strong communication
skills are required in many jobs and improving communication skills
is very important for this. Here are some steps that can be followed to
improve personal communication skills.
Improving listening-listening skills is different than listening.
Many techniques can be used to clarify and confirm what
others say without any confusion.
Concerns about other people's emotions-When
communication occurs with the understanding of others,
emotions are very important. To maintain eye contact,

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 consider facial expressions, asking other people's opinions,
observing behavior is very important.
Empathy - see things with the views of others. Communication
should not be judged or biased according to personal ideas and
beliefs. Be mindful of your own emotions to unravel other
emotions.
Encourage, encourage, and praise others. Others value the
price by welcoming and wanting
Treat everyone equally - Treat everyone equally
Conflict resolution - Trying to solve problems when they arise
and should be effective negotiators
Positive Attitude-Be friendly, positive, optimistic, and learn
from mistakes
Stress-stress can be a major barrier to communication so being
calm and focused on communication is very important
Complaints as needed-Do not complain constantly. If so,
people will not attract you. (Beresford, 2001)

II. Task 4:
5. Report on existing approaches to the collection,
formatting, storage and dissemination of information
and knowledge.
Before communicating a person should understand the information
they need to communicate. The first usefulness of a particular
information should be evaluated based on the organization's goals
and the use of cultural and social backgrounds. Issues and issues
related to the receiver must be understood and must collect the
relevant information. Types of information such as bibliographic
information, practical information, referral information, statistical
data and analytical information may be considered. Then, this

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 information must be formatted according to organizational
requirements (Commonwealth of Australia, 2009).
For condensed information using templates and summaries, merge
information to capture the main product and repackage the
information as it changes so that the understandable format can be
made. . Then, relevant information and updates must be stored in the
organization. This can be done as a document or online form. In stock
need to pay attention to easy access and easy retrieval of information
on demand. It should then disseminate information and must first
verify the proper recipient of the information. Then, should select the
appropriate media to disseminate information. Means of
communication such as word of mouth, electronic media (TV, radio,
internet, email, fax, video, podcast, teleconferencing, webcast).
Choosing the right media for communication is very important to
achieving the potential (Tasmania Local Government Association,
2003).
6. Carry out appropriate changes to improve the
collection, formatting, storage and dissemination of
information and knowledge.
To improve the collection, formatting, storage and dissemination of
information and knowledge, all processes must be systematic.
Gathering sensible information with both content-oriented and
problem-oriented approaches is very important. Both traditional and
innovative methods need to be used for the above process. Content-
oriented content collections such as library catalogs, specialized
databases, digital libraries, web resources etc. can be used. Captured
information can be stored in an easy-to-retrieve database for the
purpose of the request. Databases such as electronic databases, digital
libraries and web resources may be used (Harmsworth and Turpin,
2000).

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 When organizations need sources of information that are centered
or check out available information to check whether data collection
and retention can be useful for this specific purpose. Access to
community members for information collection as well as public
information dissemination platform can be developed. This helps to
develop communication links with the community to address
community-related issues such as product marketing, information
rights, employment opportunities, and health. Databases need to be
very efficient and effective in organizing and storing data. For
common purposes and for important database types to disseminate
information (Egwuonwu et al., 2011).
7. Implement a strategy to improve access to systems
of information and knowledge.
For any company information and system knowledge is very
important for daily activities. It is important to have easy access to
information. For better implementation of information systems and
knowledge is very important. This includes information about each
part of the organization, should discuss progress and any issues,
review and update, coordinate and possibly upgrade the system using
feedback and threads. Export of others. The continued support of
Senior Management is quite necessary for any information
management system and knowledge. Information and Knowledge
Management strategies need to be updated through constantly
improving the level and methods of information and knowledge
collection. The company should filter the information development,
gather feedback and ensure the achievement of goals (Uriate, 2008).

III. Conclusion.
In order to have a good decision-making experience, good
information and accurate interpretation of information is important.
Information and knowledge play an important role in modern
organizations. Due to the complexity of the business process, people
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need knowledge, skills and expertise. Internal sources of information
are mainly collected from within the organization. Company
stakeholders are individuals or groups of people who are interested
in and can influence the organization. In order to maintain good
relationships with the stakeholders and to achieve the following
desired results is very important. Message from the sender to the
receiver can be described as effective communication and
communication that is important to any organization.
Communication can happen by communicating or persuading a
person. Before communicating a person should understand the
information they need to communicate. To improve the collection,
formatting, storage and dissemination of information and
knowledge, all processes must be systematic.

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IV. References.
Goldkuhl, G. (1998), the six Phases of Business Processes- Business
Communication and the Exchange of Value, the 12th Biennial ITS
conference, p.20
Harmsworth, S. and Turpin, S. (2000), Creating an Effective Dissemination
Strategy, Milton Keynes. TQEF National Co-ordination Team, p.33
Lunenburg, F.C. (2010), Communication: The Process, Barriers, And
Improving effectiveness, SCHOOLING, Vol. 1, No 01, p.11
Local Government Association of Tasmania (2003), Information and
Knowledge Management- National Scoping Study Report, Deakin:
Australian Local Government Association, p.40
Macmillan, F. (2000), Risk, Uncertainty and Investment Decision-Making
in the Upstream Oil and Gas Industry, UK: University of Aberdeen, p.271
Marstein, E. (2003), the influence of stakeholder groups on organizational
decision making in public hospitals, Norway: BI Norwegian School of
Management, p.277
Morris, J., and Baddache, F. (2012), back to Basics: How to Make
Stakeholder Engagement Meaningful for Your Company, New York:
BSR Stakeholder Engagement Consulting Services, p.19
National Energy Technology Laboratory (2007), Integrated
Communication, USA: U.S. Department of Energy, p.20
Office of Project Management Process Improvement (2007), Project
Communication Handbook, 2ndEdition, Canada: Caltranz, p.48
Pophal, L. (2009), An 8-Step Process for Creating Effective Internal
Communication Plans, USA: Strategic Communications LLC, p.7
Svendsen, A. (2010), The Stakeholder Strategy: Profiting From Collaborative
Business Relationships, California: Berrett-Koehler Publishers, p.24
Steurer, R., Langer, M.E., Konrad, A. and Martinuzzi, A. (2005),
Corporations, Stakeholders and Sustainable Development I: A Theoretical
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Exploration of BusinessSociety Relations, Journal of Business Ethics, p.
263281
Uriate, F.A. (2008), Introduction to Knowledge Management, Indonesia:
ASEAN Foundation, p.179
Victorian Government Department of Human Services (2012), Human
services, Melbourne: Victorian Government, p.32
Wang, H.J., Morlang, A.,Mang, F., Joseph, A.D. and Katz, R.H. (2001), A
Service Creation Model for Integrated Communication Systems on the
Internet, INFOCOM 2001, p.11
Xu, J., and Quaddus, M. (2013), Managing Information Systems: Ten
Essential Topics, Beijing: Atlantantic Press, p.165
Websites
TESCO web site (2013), Study the company details, [online], Available from
http://www.tesco.com [Accessed 17 November 2013].

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