COMMUNICATION IN THE WORKPLACE

The impact of effective communications at the workplace on the employees performance at

Pizza Hut Lebanon.

Rayan Yassine

American University of Culture & Education

Business Research BBS 450

Dr. Rushdi Zaiter

November 12, 2018

CHAPTER ONE: INTRODUCTION

Background

Good communication skills are essential for success in virtually

any organization. No matter how good one's technical skills or how innovative one's ideas, if not

communicated clearly to others, they are irrelevant. Employees today need to be able to

effectively communicate within the organization to each other, their bosses, and their

subordinates as well outside the organization to customers or clients and vendors. Clear

communication that unambiguously conveys one's meaning, however, is not a simple task and

can be hampered by numerous barriers including different perceptions of a situation, filtering,

language, jargon and ambiguity. In addition, cultural and gender differences can compound the

process, making communication even more difficult. However, through such techniques as active

listening, disclosure, and feedback, employees can learn to become better communicators and

improve their own effectiveness and that of the organization.

Statement of the Problem

The problem statement for Pizza Hut is the issue of late

deliveries. Deliveries should general take anywhere from 30 minutes to 45 minutes. Where

actual delivery are taking anywhere from an hour to an hour and half delivery time. The

objectives to satisfy the customers and increase the speed of delivery without the lack of quality

and maintain the image of the company.

The two solutions include decreasing the delivery area and hiring
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more drivers for all shifts available. The objective here is to decrease the delivery time by

shrinking the delivery area. Was this an operable solution for the slow delivery? The answer to

the leading question is what the cause of the delayed deliveries is. The delivery area is already

down to five miles, so the delivery area could not be the cause of the delayed delivery. After

digging down into the complaints from customers it was determined that the busiest deliveries

time had the most complaints, so therefore the lack of delivery drivers was the reason.

Research Questions

What is the role of an effective workplace communication?

What are the method of communication?

What things should be considered while communicating?

Purpose of the Study

This study will help the organization or people to know which

mode of communication should followed in which case and what are the other factors that shou

ld be considered while communicating a message.

Significance of the Study

Workplace communication is vital to an organization's ability to

be productive and operate smoothly. Workplace communication improves worker productivity.

Research has shown that effective lateral and work group communication leads to an improveme

nt in overall company performance. Workplace communication can increase employee job satisf

action. Employees feel empowered if they are able to have Building a Team. Good communicati

on builds teams and increases employee loyalty. Communication flow is very important to worke

rs.

Employees have to feel secure that they are receiving truthful and

updated information from superiors.

Definition of the Term

Workplace communication is the process of exchanging

information and ideas, both verbal and non-verbal, within an organization. An organization may

consist of employees from different parts of the society. These may have different cultures and

backgrounds, and can be used to different norms. Effective workplace communication ensures

that all the organizational objectives are achieved. Workplace communication is tremendously

important to organizations because it increases productivity and efficiency. Ineffective

workplace communication leads to communication gaps between employees, which causes

confusion, wastes time, and reduces productivity. Misunderstandings that cause friction between

people can be avoided be effective workplace communication. Effective communication, also

called open communication, prevents barriers from forming among individuals within companies

that might impede progress in striving to reach a common goal.

Limitations of the Study

While our analysis does reveal interesting aspects on the

distribution of fast food locations across Vancouver, there are a several things we need to consid

er. First is the nature of the fast food database we created. The definition of fast foods is up to int

erpretation, and is usually characterized by a) the time taken to serve the food; b) types of service

s provided (i.e. over the counter); the type of food provided (i.e. ready to eat). Other related studi

es have used the North American Industry Classification System (NAICS) or the Standard Indust

rial Classification (SIC). Our decision to select only the top ten fast food chains in Vancouver se

emed rational considering the fact that the 11th and 12th restaurant on our list only had 1 and 2 l
COMMUNICATION IN THE WORKPLACE

ocations (respectively) in Vancouver and thus we felt confident that our database sufficiently rep

resents the vast majority of fast food restaurants.

Although pizza can be considered a fast food, pizza chains, such as

Pizza Hut, were excluded because there are a number of "Mom & Pop" shops (i.e. non-chains) ac

ross Vancouver that would be hard to identify and characterize. By selecting only the top 10 chai

ns in Vancouver we have ultimately excluded "Mom & Pop" shops and made the distinction bet

ween fast food and non-fast food clearer.

CHAPTER TWO: LITERATURE REVIEW

Impact of communication in the workplace

Decision makers have constantly sought to find the most

appropriate ways to use communication to influence behavior during times of crises to assist in

their recovery. This paper will investigate why policy makers wish to utilize effective crisis

communications and explore the importance of crisis communication on influencing human

behavior in a time of crisis as well as the influence that the medium of communication can have.

It will be noted that the medium of the message is important to ensure that the correct audience

has been reached. This paper will suggest that, for decision makers to maximize the impact of

crisis Communications during a crisis, they must utilize rhetoric and cognitive response theory. It

will also be suggested that the most importance factor in influencing behavior in a time of crisis

is that communications are provided from a credible source and are empathic in nature.

Effective workplace communication can lead to a successful career, and a happy office or factory

environment. Poor workplace communication can result in disgruntled colleagues, missed

promotion opportunities, and even disciplinary action.

Communication is among the more important factors for success

in essay belief system archaic project management.Effective communication is important for the

development of an organization. It is something which helps the managers to perform the basic

functions of management- Planning, Organizing, Motivating and Controlling. Communication

skills whether written or oral form the basis of any business activity.

Communication serves as the foundation of every facet of a

business. Thus, it can be said that effective communication is the building block of an

organization. Some of the benefits of effective communication skills are:

– Communication keeps the foundation of motivation. It helps the

employer to know how a job is being performed and to improve performance if it is not up to the

mark.

– Communication acts as a source of information and helps in the

decision making process and helps in identifying the alternative course of action.

– Communication also helps in building people’s attitude. A well

informed person will always have better attitude than a less informed person. Different forms of

communication like magazines, journals and meetings will help the employees to form different

attitudes.

Employee Communica tion Issues

Employees' organizational identification was measured in

three organizations. Results show that employee communication augments perceived external

prestige and helps explain organizational identification. Communication climate plays a central

role, mediating the impact on organizational identification of the content of communication. The

relative impacts of employee communication and perceived external prestige on organizational

identification differ between organizations; this was attributed to differences in reputation of the
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companies. Consequences of the results for the management of organizational identification are

discussed.

There is a lot of ways to Create Effective Communication in the

Workplace, some of them are:

• Use Simple Words

The truth is that everybody cannot be on same page when it comes

to vocabulary. Therefore, to be effective in your communications with your team members, use

words that can be easily understood. When ambiguous words are used, you can be

misunderstood and/or waste precious time having to explain yourself.

• Listen to Your Team Members

Communication is intended to be a two way street. Don’t just talk

because you are the leader without listening to anyone else. Encourage them to open up so you

can be well guided when communicating in the future with them. You have two ears and one

mouth –so you must listen more than you speak.

• Use Body Language

Your body language will pass your message faster and better.

Master the art of using body language when communicating with your team. Stand/sit up

straight, use smiles, handshakes and eye contact.

• Use the Appropriate Tone of Voice

One word can mean a different thing when said in a different tone
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of voice. Make sure you use the appropriate tone of voice to communicate your message to your

team so that you won’t be misunderstood and discourage members or cause them to shut down

completely out of fear.

• Be Humorous

Using friendly jokes when communicating with your team members will help pass your message

along in a more relaxed way. This method of communication has been proven to be a highly

effective way of dousing tension. When the atmosphere is unfriendly and intense, being

humorous does the trick. If you must use jokes, please don’t overdo it. Remember, you are not a

stand-up comedian.

• Encourage Feedback

Don’t just talk and walk away. Give room for feedback so that you can measure the effectiveness

of your style of communication. It will also afford you the privilege of knowing if your message

was well understood.

• Be Appreciative

After every communication session, via whatever means you have decided, always remember

to thank your listeners for their time. It will cost you nothing and it’s a simple courtesy.

Remember that the point of working as a team is to share ideas and boost productivity. When

effective communication in the workplace is hampered, it can sidetrack the entire effort.
COMMUNICATION IN THE WORKPLACE

Relation between Communications and Employees personal issues

A healthy employee relationship ensures a positive environment at work and also helps

the employees to achieve their targets at a much faster rate. People are more focussed, can

concentrate better in their assignments and hence the output increases. Employees are not

engaged in constant fights, are eager to help each other and do not take work as a burden.

They enjoy each and every moment at work and do not take leaves often. Communication is not

only important in our daily lives but also plays a crucial role at workplace. It is one of the most

important factors which either improves or spoils the relationship among employees.

Never use slangs, instead go for some corporate jargons or professional terminologies for the

desired edge.

Keep a positive attitude. No one will ever deduct your marks if you greet your fellow

participants well. Use warm greetings and never forget the handshake on meeting. These

gestures actually help in breaking the ice and create a bond among the participants. Take the

initiative and start the discussion. Introduce yourself and your team members well. Never believe

in personal favors. If any participant is unwilling to speak, do not force him unnecessarily. If

someone has spoken well do not hesitate to give him a pat on his back. Such nonverbal

communications sometimes go a long way in boosting the morale and self-confidence of the

participants.

You are speaking not for yourself, but for others to listen and respond. Always ensure that you

are audible to one and all. Every participant must be able to hear you clearly and understand

what you intend to convey. An individual must also learn the art of voice modulation. Don’t keep

the same pitch always; learn to play with your tone as per the importance of the word or the
COMMUNICATION IN THE WORKPLACE

sentence. Keep your voice polite, soft but convincing. Never sound unintelligent or foolish, as

the interviewer has a constant eye on you.

Always remember there is other individuals also who are participating in the group discussion.

They may not be from the same background as you are, might have an altogether different

thought process, but you have no right to make fun of their views. Always respect their opinion.

If a participant is speaking, never criticize or oppose him in between. You will get your time to

speak, and please wait for your turn. An individual has to be very patient, calm, dignified,

sophisticated and above all professional in his approach.

Don’t start fighting with your team mates. Stay alert, keep your ears open and be attentive all

through the discussion. Try your level best to sound impressive and prefer using articulate

English. Never panic in a group discussion, have a control on your words, stay calm and

composed and then there is no one stopping you and you will definitely emerge as a winner.

Pizza Hut Company

Pizza Hut is an American restaurant chain and international franchise founded in 1958 by

Danand Frank Carney. The company is known for its Italian American menu including pizza and

pasta, as well as side dishes and desserts. Pizza Hut has 16,796 restaurants worldwide as of

March 2018, making it the world's largest pizza chain in terms of locations. It is a subsidiary of

Yum! Brands, Inc., one of the world's largest restaurant companies.

CHAPTER THREE: METHODOLOGY

Research Design

In these paper, the study is a primary study, that using a primary data and secondary. Also it’s

a descriptive research and trying to explain a certain relationship between 2 variables which

contains the dependent and non-dependent variable. In addition, it’s using a quantitative method,

with survey research strategy with questionnaire too. Hypothesis is deductive from a theory

which is tested at specific setting which is in Pizza Hut. The research is with cross sectional that

done at one point at date: (11-6-2018).

Population and Samples

The Pizza Hut story begins in May 1958. Dan and Frank Carney opened their 550- squarefoot

pizza restaurant in Wichita, Kansas. Dan and Frank, with friends Richard Beemer and John
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Bender, made the pizza themselves. Frank rolled the dough with a rolling pin. Richard tossed the

dough in the air from the pie tin. Dan filled the unbaked crust with sauce. John flipped the pie

from the tin during the baking process. Dan Carney recalled, "The people were enchanted with

the product, watching us tossing the dough over our heads. The Carneys created an innovative,

high quality, engaging, informal eating experience in a friendly neighborhood restaurant. Pizza

Hut became a popular place with the teenage and college crowd. Pizza Hut attracted families that

enjoyed a night out eating a meal that they would not be having at home. After the families left,

Pizza Hut transformed itself into a hangout for college-age kids. Having a good time was an

essential part of Pizza Hut. The idea caught on. A second Pizza Hut opened in December 1958 in

downtown Wichita. By 1963, there were 42 Pizza Hut restaurants, each containing 20 employee.

Procedure

Internal Communication:

1. Department leadership is responsible for coordinating the communication of the EMS

policies, procedures and other issues concerning the EMS to their faculty and staff.

Department leadership is responsible for communicating roles and responsibilities for the

environmental management system.

2. Internal communication may include, but are not limited to: A. Electronic mail: Staff

meetings C. New employee training.

External Communications:

1. Inquiries and other communications received (by mail, fax, telephone, in person,
COMMUNICATION IN THE WORKPLACE

etc.) from external parties.

2. Inquiries, and communication to and from representatives of regulatory health or

safety agencies, should be routed to Risk Management and Safety, who receive,

document and respond to such communications and maintain records of these

communications, unless another designated person has been named to respond.

IInstrument

III

Define your research questions. Write out a plan noting what

you want to know about leadership and whom you want to survey. This will guide the types of

questions you will need to ask. Decide on the definition of “leadership” and “motivation” that

you will use throughout your survey. The questionnaire should collect some basic information

about those who are motivated. Ask them about the reasons for being motivated, and when they

are motivated.

Ask demographic questions at the end of the questionnaire. People are sometimes sensitive

about answering the questions and asking them at the end ensures that you have built up enough
COMMUNICATION IN THE WORKPLACE

rapport for people to feel comfortable answering these questions. It is important to ask questions

about the demographic characteristics of your participants so that you can analyze data by

population segments. Basic questions include sex, race and age. In addition, you can ask about

educational level attained, marital status, and if these relevant to your research questions. I will

ask five questions about demographic and five subject questions.

Questionnaires can be an effective means of measuring the behavior, attitudes, preferences,

opinions and intentions of relatively large numbers of subjects more cheaply and quickly than

other methods. An important distinction is between open ended closed questions.

CHAPTER FOUR: Results Analysis

Genders:

5
males
4
females
3

0
15 5
COMMUNICATION IN THE WORKPLACE

Ages:

5
25
4
20
3

0
20 25
COMMUNICATION IN THE WORKPLACE

14

12

10
arab
8
lebanese
6 black

0
black african lebanese arab
Group:
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Marital Status:

14

12

10
divorced
8
married
6 single

0
single married divorced saparated
COMMUNICATION IN THE WORKPLACE

Education level:
COMMUNICATION IN THE WORKPLACE

14

12

10

8 no degree
master's degree
6
no schooling
4

0
No schooling master's dectorate no degree
degree degree
COMMUNICATION IN THE WORKPLACE

Reasons to visit it:

14

12

10
servce
8
location
6 fooor

0
food location service price
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Delivery Service:
COMMUNICATION IN THE WORKPLACE

6
very good
5 good
4 normal
3

0
normal good very good
COMMUNICATION IN THE WORKPLACE

Times visting this restaurants:

14

12

10

8 Series 3
sometimes
6
never
4

0
never sometimes most of the always
time
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Quality:
COMMUNICATION IN THE WORKPLACE

6
very good
5 good
4 normal
3

0
normal good very good
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Prefer it from other restaurants:

6
no
5 yes
4 sure

0
sure yes no
COMMUNICATION IN THE WORKPLACE

CHAPTER FIVE:

Conclusion and Recommendations:

As a conclusion , from our research we conclude that in order to retain the current customers

satisfaction. This customer satisfaction is only possible if Pizza Hut maintains its quality and

also has control over its prices.We analyzed that the company has adjusted to new entrants into

the market and managed to stay ahead of the competition just because of its consistent good

quality. But it is also concluded that if Pizza Hut does not keep a focus on its quality and prices,

it might lose its customers and the market . Recommendations after all data collection, analysis

and presentation of the Data the researcher had arrived to the conclusion the the online delivery

system Of Pizza Hut had satisfied their existing consumers and will continuously attract new

consumers.
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References:
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1. "Inside Pizza Hut's new headquarters in Plano". Wfaa.com. Archived from the original

on March 8, 2011. Retrieved March 10, 2011.

2. "TRICON GLOBAL RESTAURANTS, Form 8-K, Current Report, Filing Date May 2,

2018". secdatabase.com. Retrieved May 5, 2018.

3. "TRICON GLOBAL RESTAURANTS, Form 10-K, Annual Report, Filing Date Feb 22,

2018". secdatabase.com. Retrieved May 5, 2018.

4. "History of Pizza Hut". encyclopedia.com. Retrieved October 12, 2015.

5. Tihen, Edward N. "Tihen Notes on Pizza Hut" (PDF). Wichita State University Libraries.

Retrieved 2017-11-23.

6. Millman, Nancy (January 24, 1997). "Pepsico To Spin Off Restaurants". Chicago

Tribune. Retrieved February 10, 2017.

7. "Yum! Brands – Defining Global Company that Feeds the World". Yum!. Retrieved July

28, 2014.

8. "Pizza Hut to double outlets in India by 2015". Business Today. December 28, 2011.

Retrieved July 28, 2014.

9. "Bangladesh Monitor". Bangladesh Monitor. Archived from the original on July 22,

2015. Retrieved July 28, 2014.

10. "Transcom Food Limited". Transcom Group. Retrieved May 9, 2018.

11. (in Spanish) El Comercio. Pizza Hut le apuesta ahora a la velocidad. Retrieved

December 4, 2013
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Appendix:

i. Demographic questions:

• What is your age ?

▪ 15-5
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▪ 20-25

▪ 30-35

▪ 40-45

• What is your Gender ?

▪ Male

▪ Female

• What is your group ?

▪ Black

▪ African

▪ Lebanese

▪ Arab

• What is your marital status ?

▪ Divorced

▪ Single

▪ Married

▪ Separated

• What is your education level ?

▪ No schooling completed

▪ Master’s degree

▪ Doctorate degree

▪ No degree

ii. Subject Questions:

• Put in order the following reasons to choose this store?

1. The food

2. The location

3. The service

4. The value of money

5. The design

• How much you visit this restaurant?

▪ Never

▪ Sometimes

▪ Most of the time

▪ Always
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• How is the delivery service?

▪ Normal

▪ Good

▪ Very Good

• How is the quality of the food?

▪ Normal

▪ Good

▪ Very good

• Do you prefer it from other restaurant?

▪ Sure

▪ Yes

▪ No