Leadership and Organizational Behavior, Outline Example

I. Introduction

A. HSBC is a global organization that provides financial services to customers.

• Services include banking, borrowing, insurance, and options for investments and retirement.
• HSBC is located in many regions and the author had the opportunity to work as the financial controller for a branch in Gaum

B. To continue to provide quality service to both present and future customers, HSBC must increase its diversity of services and customers.

C. Employee conduct is an important factor in successful customer service.

• Employees perform better when they feel that they are in a safe environment and are respected as individuals.
• When employees feel valued, they perform better service and have increased productivity.

D. To implement positive changes, effective communication is essential.

• Communication strategies must be implemented with customers.
• In order for communication to be effective with customers, it must first be developed and nurtured from within HSBC.

II. Problem Statement

A. In order to deliver better and more diverse customer service, communication must be improved within HSBC.

B. How can better communication strategies be implemented from within the company to help solidify HBSC’s future success with its customers?

III. Literature Review

A. Effective Change Communication in the Workplace

• The master’s thesis by Harp in 2011 investigated effective change in communication in the work place with the implementation of goal setting theory.
• The goal setting theory allows organizations to make changes in their policies and procedures in an organized and orderly manner.

B. Communication Within the Workplace

• The study conducted by Mallet-Hamer in 2005 examined if there was a “gap” in communication between supervisors, customer service representatives, and leaders within the organization.
• Many participants thought supervisors communicated well, but most of their information was anecdotal and from a third party.
• Face-to-face communication was found to be the preferred method of communication and employees desired more information and input about policy changes and procedures.

IV. Analysis

A. HSBC has a culture based on loyalty and positivity and its success is rooted in a strong internal structure.

• Communication strategies must be implemented to further the success of the company.
• When communication is face-to-face and personal, employees are more likely to be successful in their work.

B. The current goal of HSBC is to establish better communication within itself to enhance diversity with its customers.

V. Solutions

A. HSBC must clearly define its goals and communicate them with their employees.

B. Employers and supervisors must communicate with employees personally to ensure that their workers feel that they are important members of HSBC.

C. HSBC should include employees in decisions regarding policies and procedures.

D. Though all these methods are fundamental for increasing worker satisfaction and productivity, face-to-face communication establishes more personal relationships and allows employees to feel important within the company.

VI. Reflections

A. Understanding what makes for effective communication is a key factor in helping HSBC achieve its goals of increasing its diversity.

B. Establishing face-to-face communication strategies and making employees feel as though they are important members of HSBC, is an effective strategy to give them incentive to strive for the company’s success.

References

Harp, A. (2011). Effective change communication in the workplace. (Master’s thesis) Retrieved from http://trace.tennessee.edu/utk_gradthes/975

Goutam, A. (2013). Effective communication at workplace. International Journal of Multidisiplinary Research in Social & Management Sciences, 1(2),

Mallett-Hamer, B. (2005). Communication within the workplace. Informally published manuscript, University of Wisconsin-Stout, Menomonie, WI .

HSBC Bank USA. (2013). About hsbc. Retrieved from http://www.us.hsbc.com/1/2/home/personal-banking

O’Rourke J. S. (2009). Effective Communication; Essential Managers. Dorling Kindersley Limited.