For This Assignment You Will Again Assume A Management Role

For This Assignment You Will Again Assume A Management Role For The C

For this assignment, you will again assume a management role for the company providing e-courses in the second assignment. The company has received numerous complaints from dissatisfied customers about the long wait times when contacting the company to request information about courses they purchased. After assessing the problem, the company found the sales and the customer service departments operate in silos. Information about new courses, course updates, and discontinued courses is not shared in a timely manner between the two departments. In addition, when requests for information are transferred between departments, the questions often go unanswered.

The company established a goal to decrease the wait time for customers and improve customer service satisfaction and has decided to adopt a new technology, Microsoft Teams. The new technology allows for a consistent free flow of information between departments. Microsoft Teams will allow employees from the two teams to chat at any time, video call, and even share screens as necessary. It will also be connected to their emails and calendars to provide them with information about who is available to answer questions at any given time. In adopting the new technology, the employees will continue to perform their current job duties but will work closely as teams, share information, and communicate in a unified voice to assist customers.

As a manager, you are responsible for communicating the change, the reasons for the change, and the goals of the change to the employees in a video presentation. You will create a PowerPoint presentation and record yourself making the presentation using the Kaltura Capture Desktop Recorder. For instructions on how to use Kaltura for creating a recording, completing it, and uploading the recording, view the Kaltura Capture Training Video, the Kaltura Capture PDF Download, and the Kaltura Capture - User Guide.

Paper For Above instruction

Effective communication of organizational change is vital for successful implementation, particularly when introducing new technologies aimed at enhancing operational efficiency and customer satisfaction. In this context, a company providing e-courses is implementing Microsoft Teams to address issues of siloed communication between sales and customer service departments. The goal is to streamline information sharing, reduce customer wait times, and ultimately improve customer service quality.

This essay discusses the process and importance of communicating such organizational change through a video presentation, particularly focusing on the strategic elements that a manager must consider. It emphasizes the necessity of clarity, transparency, and engagement in delivering messages about change initiatives.

Firstly, the manager must articulate the reasons behind the adoption of Microsoft Teams. The primary rationale is to eliminate communication silos that hinder timely information exchange, which directly impacts customer satisfaction. Explaining that the new technology facilitates real-time communication, collaboration, and transparency helps employees understand the benefits not only for customers but also for their daily workflow and departmental cooperation.

Secondly, the presentation should outline the specific goals of the change. These include decreasing customer wait times, improving accuracy of information shared, fostering a collaborative work environment, and ultimately enhancing the company's overall customer service experience. Clear articulation of these goals aligns employees’ efforts and fosters buy-in, which is essential for successful change management.

Thirdly, the presentation must emphasize the transition process and what remains unchanged. Employees are expected to continue their current job duties while incorporating Microsoft Teams into their workflows. Highlighting how the new platform will complement existing roles and responsibilities can alleviate anxieties about job security or increased workload.

The communication strategy should also address anticipated questions and concerns, such as training requirements, adjustments to procedures, and support during the transition. Incorporating visual aids in the PowerPoint presentation, such as charts showcasing metrics improvement or screenshots of the new interface, can enhance understanding and engagement.

Recording the presentation using Kaltura Capture allows the manager to deliver this message effectively, ensuring consistent delivery and providing an accessible resource for employees to revisit. This asynchronous communication format is beneficial for aligning a geographically dispersed workforce and accommodating different schedules.

Overall, the success of technological integration depends heavily on effective messaging. The manager’s role includes not only informing staff about the change but also motivating and guiding them through the transition process. Transparent communication reduces resistance, enhances cooperation, and sets the foundation for achieving organizational goals.

References

• Armenakis, A. A., & Harris, S. G. (2009). Refining the science of change communication. Journal of Change Management, 9(2), 97-109.
• Burke, W. W. (2017). Organization change: Theory and practice. SAGE Publications.
• Carnall, C. A. (2018). Managing Change in Organizations. Pearson Education.
• Lewis, L. K. (2006). Employee perspectives on organizational change: It’s not a matter of if, but when. Journal of Organizational Change Management, 19(1), 52-66.
• Lewis, L. K., & Seibold, D. R. (1995). Building theory through communicative action. Management Communication Quarterly, 8(3), 341-377.
• Men, L. R. (2014). Strategic internal communication: Transformational leadership, communication channels, and employee satisfaction. Management Communication Quarterly, 28(2), 264-284.
• Propper, D., & Wilson, D. (2003). The use and usefulness of performance data in the public sector. Public Management Review, 5(4), 511-524.
• Schaffer, R. (2013). Career Management & Executive Development. Prentice Hall.
• Tourish, D., & Robson, P. (2006). Sensemaking and the problem of communication in organizations. Journal of Management Studies, 43(4), 885-909.
• Whelan-Berry, K., & Somerville, K. (2010). Why aren't they ready for change? Organizational Dynamics, 39(1), 60-67.