Analysing the communication process in McDonalds

Analysing the chat process in McDonaldsI halt made a register and analyze the dialogue process in one of the worlds successful and largest profuse food chain, towards the deed of business finish. I have chosen the makeup is McDonalds situated in Manurewa.Primary data was collected by interviewing the subsection coach-and-four, he is my relative. After the primary research, whole(a) the relevant findings were analyzed and evaluated found on the colloquy theories l sack uped from secondary sources through our textbook, lecturer hand break throughs, online resources and the organizations teaching resources.The research draws attention to the importance of these findings on how effective, efficient, accurate and up-to-date these discourse processes that shoe great impact on the three takes of communicating in the briny ag sort out namelyTeam colloquyinterpersonal communionOrganization confabulationFindings showed virtu entirelyy conference barricades on each level that hinder the affectivity and efficiency of the talk processes towards the achievement of their Team goals affecting the governanceal goals is good. Though some of the problems were organism acted upon promptly, some were non on that pointfore, I came up with some suggestions that may be economic aidful to the subject organization towards the achievement of their business goals.1. IntroductionMcDonalds is the one of the leading eatery chains in the world, touching the lives of people e actu eithery day. They improved their quality of harvest-homes and services with the succession. In the past McDonalds does not have drive through and 24 bit services. All of them be open for late nights. McDonalds primarily sells hamburgers, cheese burgers, complainer products, French fries, breakfast items, soft drinks, milk shakes, and deserts.2. Interpersonal communicationInterpersonal communication is communication mingled with 2 people. Some books like to get up to it as face-t o-face communication, or communication when people argon physi beefy present with each opposite. In the interpersonal communication, we research on communication amongst the director and round fellow members and to a fault research the communication between clients and mental faculty.2.1 discourse between managers and mental faculty membersWhen we research on McDonalds, it was found that all the restaurant employees ar from divergent countries with diametric stresss. Employees argon healthy improve and experienced. However, on that point argon some drawbacks in the communication between managers and the rung members. This drawback is a language barrier. Because most of the employees have come from different countries, they cover different languages from each another(prenominal). The meetings conducted at McDonalds involve managers and employees communicating to find out the problems being faced at the de department.2.2 Communication between staff members and gues tsIn this McDonald, mostly women atomic number 18 in the front and attend the cutting customers. The charr who is attending customer is very friendly and has good communication. All staff members be handy well before to legislate effectively. To communicate well, it is obligatory to talk politely and use gestures to convey meaning. The caboodle members harbor customer merriment through good customer service2.3 Communication barriers in that respect are some barriers in communication between employees and the manager-ROLES Roles are al guidances defined in family relationship to someone else and they determine the way you communicate with the other person. In every formation, development flow depends on good relations of employees. Some judgment of convictions employees hide mistakes from manager because of personal relationship wherefore it becomes a barrier in information flow.STATUS position become a barrier in motivation .Some of employees doesnt talk with other b ecause of their status. New employees rise to avoid communicate with the manager because of his status.POWER office staff becomes barrier in motivation and control. An organisation uses communication to propel the employees. When we communicate, in that location is often some element of major power or control being exercised by one person or the other, or by both. If power is alike much employ thusly the communication is frustrating.MIXED MESSAGES It becomes a barrier in communication when non vocal communication not matches with verbal message.3 brass communicationIn the interview with the manager we asked some general questions about the Mc Donald have to gain some intimacy about the Organisation with in the Mc Donalds. Organisation communication is change integrity into deuce major parts which is as attend- Internal organisation communication External organisation communication3.1 Internal organisation communication-3.1.1. Organisation goals-Basic goal of McDonalds on the basis of yearly and they generally consider about the customer service. It also includes the waste of the McDonalds. They also want to pee the customer fast service they want to decrease their waste as much they crowd out so. The few goals of McDonalds are as follows CSO (Customer satisfaction objective)-100 %( McDonalds main goal is to fertilize customer full satisfaction) KVS (kitchen video system)-35% this is the time taken to make burgers and other fast food products in the kitchen rural area after every order and its normally 35 seconds. Labor-26% McDonalds want to except the labour up to 26% as they had given last year. Refunds- infra 0.10 %( company wants to give less refund to the customer to earn to a greater extent realize3.1.2. Information flow within the organisation-In the organisation information flows from higher level to lower level as every information for instance a launch of new product or ever-changing of rules firstly comes to restaurant manager and after that he pass on the information to the middle level manager or we lavatory call them as turn on manager and the shift manager pass on the information to the cluster members by a squad meeting or putting the information on the mob room so that everybody rat read that information. And especially when a new product is launchingThey cause a group training group and they trained them how to make new product and Kinds of precautions they have to consider while making those particular product3.1.3. Organisation culture within the organisation-In this organisation employees are from different communities. And mainly in this organisation islanders and Indians are works with very few of kiwi staff. The restaurant manager is kiwi and almost all the other middle level managers are islanders and including one manager belongs to china. And in this organisation everybody works without any racism and they are very cheery with each other. The organisation climate of the McDonalds is very good because everybody communicates in pro way and they can experience each other way of communication very well.3.2 External organisation communication-3.2.1 Dealing with customers-This is the continuous part of the communication in the McDonalds and which is to be used 24 hours to make the customer. And it is used to handle the problems of customers as well. In the McDonalds at that place is a specific praxis to deal with the customers which is described by the manager of McDonalds. In this part of communication is used to deal with every customer and this mannequin is written is also written in every order taking register and this pattern is divided into part and those are as follows-1) First smile and tell apart to customer.2) Take the order correctly by repeating the order to the customer3) At last say bang your meal and good bye.3.2.2. Communication with stakeh grey-haireders-In this organisation mainly restaurant manager and senior accessory manager communic ate with the stakeholders and the organisation like McDonalds plays a vital intention in communication with the stakeholders because they have to always to be ready to give the customer a better service and not to get a stock out of anything which is used within the organisation.3.3 Communication barrier in organisation communication-3.3.1 Barrier in internal organisation-Within the organisation in that respect is communication barrier when in busy time of restaurant if clustering and manager do not communicate with each other they cannot give better service to the customers and sometime it happens in heaps of busy time because everybody is busy in doing their task as faster as they can. So to get rid of it managers take the facilitate of the other bunch and manager which is available at that time to do a meet communication within the staff.3.3.2. Barrier in impertinent organisation-There is barrier which is occurs by the customers and stakeholders mainly because of there is sometime misunderstanding3.3.2.1 Linguistic barrier-Along with this there is some linguistic barrier in the communication. as some of the employees which are from other countries they cannot speak as much good English to communicate and sometime it become barrier in communication in the organisation.4 Team Communication4.1. Team GoalsTeam goals are very truthful make a think and then follow it. In McDonalds police squads are trained well to follow the pattern. attracter of the team asks the team to be given a plan and the whole team follows the plan.4.2.Team RolesIn a team each member has a contribution to fulfill the guides of the team. In McDonalds there is a branch manager, team attraction or shift manager. Now there are three expects to serve the customers. On incompatible 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 modify 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 downwardly to upward and also upward to downward.Branch ManagerTeam Leader homecoming Team 1 Counter Team 2 Counter Team 3Cleaning Team4.3.Branch ManagerNow 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.4.4.Team MemberThe role of the team member is to add up towards the goal of the organization. They bonnie 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.5.CONCLUSIONS5.1. Interpersonal communication5.1.1. Communication between manager and staff memb ersAccording to the findings, we came up with the conclusion that due(p) to the different background and culture of the stay members and managers, language becomes a barrier as far as communication is concerned. Because most employees are from different culture and they are new in this work might waver to talk to the manager about their problems. In the meetings, employees are always asked by the managers are they satisfied with their jobs and with the milieu of Mc Donalds, which will ultimately motivate them to satisfy the needs of their customers as well. Indian and Chinese staff member hesitates a lot because English is not there first language.5.1.1.1. linguistic process barrierLanguage becomes a barrier between manager and staff members because of employees are from different countries and hesitate when communicate with manager.5.1.2. Communication between customers and staff membersWe find that the level of satisfaction depends on the quality of service a customer receives. In this restaurant, both men and women deal with the customers because they are trained well before they join the staff. While dealing with different customers of different background they have to communicate accurately to satisfy the customers needs. In this family restaurant every staff member communicates well with the customers to fulfil the customers needs. They speak well in English.5.2. Organisation communicationAfter going through all the aspects of McDonalds organisation communication we come to conclusion that both the internal and external communication of McDonalds is very necessary to run the business and earn profit. Without the proper communication, organisation cannot achieve the goals. In the McDonalds Manurewa, the staff got good communication skills and they are doing well in their business by communicating very well professionally in internal organisation as well as external organisation.5.3 Internal organisation communication-In nutshell the McDonalds main acc ount is to earn profit and give the customer better service and for that they are achieving their flummox by targeting this point of view. McDonalds Manurewa is very multicultural organisation so the employees enjoy each other occasion very happily. And along with this all the distinguished information in this organisation flows from top to bottom level.5.4 External organisation communication-In McDonalds external communication is mainly with the customers and stakeholders. And this communication is done by both the crew and managers .The dealing with customers is done by both the managers and crew but the communication with the stakeholders mainly done by managers of McDonalds.And on other side a better communication skills in the staff leads to profit of the organisation as if they can communicate well to the customers and as well as in the organisation they can achieve their goals easily.Now in McDonalds different ages, cultures and nationalities are working there together. So everybody is looking to give his idea which is good that shows there commitment towards the work but they all have different thinkings. So problems occurs in between the crew members just because they think that there idea is good but still not followed by the other members or by the group.6. RECOMMENDATIONS6.1. Interpersonal communication6.1.1. Communication between customers and staff membersCommunication between staff member and customers is main part there. In this restaurant mostly women attend the customers. The staff is well trained and experienced. If the staff members are happy with their work environment, they can serve the customers better. Managers should also encourage members to deal with the customers to avoid any gender bias.6.1.2 shit a positive climateThe communication become better by creating a positive climate (Joan, 2001).The employees try to understand the roles of communication and working for win-win outcomes. They also enhance their communication by self d isclosure. The employees should try to understand needs of the customers. Therefore, McDonalds good customer service is generated through employee satisfaction and a healthy work environment. Employees also try to learn more from old employees.6.1.3. Communication between managers and staff membersCommunication between managers and staff members can be better if the meetings are held at least once a week in the organization. The managers should ask the staff members questions about their culture and background to get to know them better and to understand their behaviour, so their work environment could be set up according to their preference and comfort. Managers should also try to talk to the staff members as much as possible.6.1.4. Making contactsManager and employees try to make contacts with each other. We all need to be set with respect and inclusion. These are basic human needs. Manager tries to give help to new employees who do not know about the work plan of the McDonald. N ew employees should make contacts with the experienced employees. Manager can help the employees who are best in communication but hesitate when they are speaking.6.2. Organisation communicationOrganisation communication is vast area where everyone has to be including to targeting the aim and achieving that aim. In the organisation communication the important aspect is the organisation goals and the goals can only be achieved if the staff understand it and communicate about the goal by each other.In the organisation every individual employee has to contribute to the main organisation goal. Manger should do proper meeting with crew members to overcome communication gap in the organisation. They must take opinions of crew before implementing a new rule in the organisation so they can work as a team all the crew members must speak English with each other apart from any other languages.6.2.1 Team communication6.2.1.1 Conflict in GroupIf groups are to function well, there needs to be som e conflict, because the value of group is that they bring people with diverse skills and ideas together. There, conflict is inevitable and necessary. If there is too much conflict, a group will cease to function, whereas too poor conflict can lead to groupthink.Now in McDonalds a team needs to have a proper conflict shows in the diagram. If they talk about more than there is a problem and if they discuss less than there is a problem. If the team performance is not good enough then there will be a problem in Synergy. So they need to have proper to the point discussions rather than too pitiable and to bigger meetings or discussions.6.2.1.2 Group DynamicsCommunication in a group is infinitely more complex than communication between two people. See Figure below.When two people communicate, there are two possible interactions.A B B ANow in McDonalds teams split in to four parts that is counter 1, counter 2, counter 3 and the cleaning team. On the bases of counter one there are three m embers that is A, B and C. Now A talks with B and B talks with C but there is no communication between A and C.If C does not talk with A then there is no interaction between team member A and C. They need to interact with each other to maintain a proper communication inside a group. If they interact with each they will automatically follow the group dynamics and the outcome will be good or improved.