Business Communication of Dreamworld & Woolworth-Free-Samples

Question: Discuss about the Professional Business Communication in the Context of Woolworths and Dreamworld. Answer: Introduction Professional business communication is an integral part of any business, which includes verbal, non-verbal, digital and visual communication processes in the context of the workplace (Fearn-Banks, 2016). Technical communication is a big part of the professional communication. In the modern era, the communication is changing rapidly. A wider variety of skills are associated with the professional communication. The main aim of the professional communication in an organization is to establish the stakeholder's relationship in an organization. Effective communication in an organization can enhance the growth as well as improve the brand image of an organization while poor communication affects the reputation of an organization. This study deals with the poor and effective communication process in the context of Dreamworld and Woolworths. Description of the businesses Woolworths is one of the major Australian supermarkets and most popular for its grocery items. Apart from the grocery items, this organization includes household products, health products, and beauty products (Woolworthsgroup.com.au, 2018). This company focuses on the development of the customer-centric business by using effective communication. However, this organization has a large number of suppliers, clients, and customers. Thus, the establishment of an effective communication is crucial for such organization to build a good relationship between the internal and external stakeholders. The traditional communication process of Woolworths includes the telephonic conversation while their new communication process is the establishment of cloud contact centre, which is an internet-based communication system. Dreamworld is a popular theme park in Australia, which is situated on the Gold Coast in Queensland. This park consists of Zoo. This land has a vast collection of animal exhibits, show, rides, and food shop (Dreamworld.com.au, 2018). One of the major disasters of Dreamworld is the death of the people during the visit of such park. Two women and two men were killed on the Thunder river rapid ride in this park. However, such organization was not able to establish an effective communication with the family of the died people. However, Dreamworld focuses on the social media application to establish a good customer relationship but in this particular situation, they failed to communicate with the stakeholders. Comparison of each communication in the context of Dreamworld and Woolworths Woolworths focuses both verbal and non-verbal communication process in their business to provide an excellent customer service. One of the major challenges that Woolworths has been faced is the high cost of different telephony platforms. However, different agents of Woolworths are present in different countries then it was difficult for them to link each agent and make an effective customer service through different telephony platforms. In order to reduce such problem, they have established a single contact centre by the implementation of cloud contact centre platform (Woolworthsgroup.com.au, 2018). Cloud contact centre is referred to the central point of an organization. This is based on the internet server through which the entire inbound and outbound customer communications are managed (Jasper, VanVleet Hushka, 2015). Voice call, social media application and email are the major components of the cloud communication centre. This clod contact centre helps Woolworths to blend the br and and the agents and the executives do not require to swap between the chat vice and email to display the customer information. However, this professional communication system was crucial for Woolworths to rectify their problem. The death of the people during the riding in Dreamworld was a big incident, which affects the organization. However, the communication between the staffs and the supervisor is not good in this organization and many staffs, as well as the customers, are treated badly. They feel uncomfortable while acquiring the service. During this incident, Dreamworld was failed to manage the public relationship or PR due to their poor communication strategy (Abc.net.au, 2018). They have used the indirect communication with the family members of died people through the press conference and the social media sites. They did not make any direct communication with them. In the recent years, the social media is a popular aspect to build a good public relation in the context of any organization (Breakenridge, 2017). However, Dreamworld has given a sub-standard communication response to the family members of died people. They have shown response via social media by taking 3 hours while it could be done with in 30 minutes. As per the analysis of the business communication in the context of Woolworths and Dreamworld it has been received that Woolworths has taken direct communication process to satisfy their stakeholders. On the other hand, Dreamworld has taken indirect communication process, which was not effective to reduce their current problem. Direct communication by using a single contact centre Woolworths was able to reduce the communication gap between the internal and the stakeholders while indirect communication and late response via social media affected the image of Dreamworld. Types of communication that worked and which did not work Direct communication works quickly in comparison to the indirect communication (Passera, Kankaanranta Louhiala-Salminen, 2017). However, in order to get a quick response, it is crucial for all organizations to make a direct communication with their external and internal stakeholders as this helps to collect the feedback from the stakeholders. In the context of Woolworths that have faced the issue due to different telephony platforms. This creates huge cost and makes the communication process complicated. Hence, Woolworths has applied a single centreed communication by using the cloud contact centre platform. This consists of social media, email and voice call, which are used to make a direct communication with the stakeholders. This direct communication process via cloud contact centre has worked properly in the context of Woolworths. On the other hand, Dreamworld gave their focus on the press conference to deliver their message to the victims family. This highlights the indirect co mmunication process in the business. On the other hand, they used the social media to communicate with the stakeholders, however; the response was not received quickly as they had taken more time to show the response. Thus, their direct communication did not work in this situation. Hence, this was a major drawback of Dreamworld in their professional business communication process. However, they had used both direct and indirect communication approaches but these did not work properly. It is important for a business to assist the stakeholders those are affected by the business (Ulmer, Sellnow Seeger, 2017). For this purpose, proper business communication is required. Woolworths was successful by the application of the cloud centre approach as it allows the agents to display the full history of the customers without making any swap between the email, voice and chat system. On the other hand, for Dreamworld they did not utilize the direct communication via using the social media due to their late response. Therefore, they had used a press conference to communicate with the victim's family but this failed to provide the satisfactory result, as the victim's family wanted direct communication. As a result, Dreamworld failed to manage the public relationship in their business by using both direct and indirect communication. Impact of the communication on these two businesses Business communication is a process to share the vision, mission, and objectives of a business with the stakeholders. Therefore, another aim of the professional business communication is to provide assistance to the stakeholders to give them any solution regarding the service (Patterson, 2016). In the context of business, their cloud contact center enhanced their business as they are able to reduce the high cost of the different telephony platforms. Therefore, cloud contact has provided a better customer experience and the employee empowerment. On the other hand, agent efficiency is optimized by the cloud contact centre in the business of Woolworths. Therefore, cloud contact centre is associated with the improvement of the flexibility and scalability. However, it is not possible for a business to communicate with the customers within proper time without having any functional contact centre (Fearn-Banks, 2016). Hence, cloud contact centre provides Woolworths a dynamic communication wi th their customers as well as it improves the customer-relationship by using mail, voice call, and social media application. It is important for an organization to utilize their communication technique by using it properly (McChesney, 2015). In the context of Dreamworld, they failed to communicate with the stakeholders as well as the victim's family. However, they did not use the direct call or direct communication with the victim's family, which had left a negative impact on their public relationship management. Their brand image has affected due to their poor communication. On the other hand, customer loyalty has broken in the context of this business. They have delivered their messages via press conference, which affected the trust of the consumers. As a result, this organization failed to manage the customer relationship in their business. Such poor communication damaged the business of Dreamworld. Conclusion The entire piece of work highlights the effective communication process in the context of Woolworths and poor business communication in the context of Dreamworld. However, application of the cloud contact centre was an effective approach of such organization to enhance the customer relationship in their business. On the other hand, Dreamworld failed to manage the public relationship as they were not able to make a direct communication with the public. This affects their brand image as well business growth. On the other hand, Woolworths got a successful business growth by satisfying their customers and by providing empowerment to th employees through cloud contact centre. References Abc.net.au. (2018).Lessons in how not to handle a crisis Retrieved 12 February 2018, from https://www.abc.net.au/mediawatch/transcripts/s4566666.htm Jasper, J., VanVleet, J. A., Hushka, N. J. (2015).U.S. Patent No. 9,137,368. Washington, DC: U.S. Patent and Trademark Office.. Breakenridge, D. (2017).Answers for Modern Communicators: A Guide to Effective Business Communication. Routledge. Passera, S., Kankaanranta, A., Louhiala-Salminen, L. (2017). Diagrams in contracts: Fostering understanding in global business communication.IEEE Transactions on Professional Communication,60(2), 118-146. Ulmer, R. R., Sellnow, T. L., Seeger, M. W. (2017).Effective crisis communication: Moving from crisis to opportunity. Sage Publications. McChesney, R. W. 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