Communication Essay Example | Topics and Well Written Essays - 1000 words - 2

Communication - Essay Example The first organization that was observed was Wal-Mart. This research recognizes that most individuals are at least cursorily familiar with Wal-Mart, however insights can be gained from in-depth observational investigation. One of the most overarching considerations is Wal-Mart’s organizational model. In these regards, the organization is the country’s largest retailer, selling both household items as well as groceries. There are large numbers of employees working at Wal-Mart. There is a management level of employees, another group of employees who work the cash registers, other groups of employees who work in specific department – for instance electronics or the seafood departments -- finally other groups of employees work stocking the shelves. The specific observation of these employees revealed a number of elements. While the employees are easy to locate oftentimes they operate in a very business environment and as such their roles are less defined as customer service, than in the service of their specific tasks. I observed one interaction where a customer asked an employee where measuring tape was. Rather than bring the customer to the location the employee vaguely pointed at an area and said they believe it was in that direction. While one could attribute such a communication approach to the specific employee, this behavior was also witnessed in the electronics department. In this situation a customer asked about what the specific figures on one of the computer advertisements meant. The employee responded that they weren’t sure about the specific elements on that computer. It seems that to a great degree these employees’ verbal communication skills were a necessary byproduct of the organizational culture that had been established at Wal-Mart. Namely, the commitment to low-cost goods has necessitated that customer service be sacrificed. As I was checking out of the store I waited in line for five minutes. Suddenly the cashi er looked to the others in the line and informed them that this line was closed. While she could have informed the customers waiting earlier, he non-verbal communication carried on as normal. The situation demonstrated that the employee had a lack of pride in her job. Ultimately, it seems that such actions may also be a product of necessary sacrifice for low prices. The next retailer that was observed was Best Buy. Best Buy is a large-scale electronics retailer specializing in virtually all major electronics and games. Upon entering the store I immediately recognized a number of disparate elements between this organizational model and that of Wal-Mart. While both retailers are large-scale chains Best Buy’s focuses on electronics, as well as their subsequent approach to customer service. While Wal-Mart’s employee communication styles are very detached, Best Buy’s approach is almost overly helpful. Employees were both verbally and non-verbally approachable through body language. In walking around the store I was approached numerous times by employees asking if I needed help or had any questions. While it seems to a degree this was motivated out of the need to help customers with the complexity of the electronics it is seems a comprehensively different approach to the organizational model. The specific breakdown of employees was the same as Wal-Mart’s with individuals stocking shelves, cashiers, and managers; however,