Câu I (35 %): Why is communication important in an organization? (10%).

Indicate one
situation of a misunderstanding between people which leads to a severe outcome (10%).
Please present the advantages and disadvantages of high and low channel richness. (15%)

Communication is the
process of exchanging information and ideas between a
sender and a receiver. Communication is essential in an organization as:
- For managers, effective communication is crucial within an organization, as it
enables them to collect vital information from both internal and external sources and
share relevant details with those who require it. The communication of managers is
intentional, focusing everyone’s attention on the organization’s vision, values, and
goals and inspiring people to take actions that align with organizational goals. They
promote strategic discussions through open communication, where they actively
listen to their team members, allowing for more effective problem-solving and
decision-making. For instance, Apple and Microsoft achieved significant success not
only due to their desirable products but also because their employees worked
collaboratively toward common goals. This focus on shared objectives stemmed from
effective communication that flowed from leadership downwards and laterally,
ensuring that team leaders kept everyone informed about their roles and deadlines.
- For employee engagement: When employees have access to comprehensive and
accurate information, they are better equipped to think creatively and propose
innovative solutions to challenges. This transparency also supports informed
decision-making that aligns with the company’s best interests. Moreover, an open
communication culture reduces misunderstandings and enhances collaboration
contributing to a more cohesive and motivated workforce. Thanks to good
communication, team members can take ownership of their tasks and be more
proactive in identifying opportunities for growth and improvement. Overall, effective
communication not only drives problem-solving and innovation but also strengthens
team cohesion and boosts organizational resilience.

Indicate one situation of a misunderstanding between people which leads to a severe

outcome:

A manager sends an email to a team member outlining the key points for a new project. The
email is brief, lacking specifics about deadlines, deliverables, and critical guidelines. The
team member, interpreting the instructions as flexible, focuses on creative aspects rather
than the technical requirements that were intended to be the priority. The final product may
not meet the project requirements because the team member focused on creative aspects
rather than the technical specifications. As a result, without clear deadlines specified, the
team member might not prioritize the project, resulting in late submission which could disrupt
the company’s timeline for launching products or delivering services, impacting broader
company operations. Moreover, redoing work often requires additional time and resources,
which can be costly. Eventually, the company may also face penalties or lose revenue if
deadlines tied to financial agreements are missed as clients or stakeholders who experience
poor project outcomes may speak negatively about the company, damaging its reputation.

Channel richness refers to the quantity of information that can be conveyed in a

communication exchange.

High channel richness:

Advantages:
 + It provides personal conversation so that people can share their feelings more easily
and intimately.
+ It promotes two-way communication by allowing interaction among people and
fostering a collaborative atmosphere.
+ High channel richness allows for real-time responses, facilitating quicker adjustments
and deeper engagement among participants

Disadvantages:

+ High channel richness often lacks a permanent record of discussions and decisions
which leads to recall specific details or agreements made during conversations,
leading to confusion later on. Moreover, important ideas or feedback shared in rich
communication settings may be forgotten if not documented, leading to missed
opportunities for improvement or innovation.
+ it is sometimes spontaneous that creates challenges in clarity and consistency and
spontaneity can lead to unstructured discussions, making it harder to stay on topic or
reach decisions.
+ High channel richness often require real-time interaction and specific conditions,
making it hard to communicate with a broad audience simultaneously

Low Channel Richness

Advantages:

+ It helps to keep the permanent record as emails, memos, and reports create a
written record that can be stored, archived, and referenced in the future. This is
especially useful for verifying past communications, decisions, or instructions.
+ It is premeditated thanks to being planned and thought out before being sent. This
helps in avoiding hasty or emotional responses and ensures that the communication
is clear, precise, and well-organized.
+ It is easy to disseminate information as emails, newsletters, and memos, can be sent
to large numbers of people simultaneously, ensuring that everyone receives the
same message without extra effort.

Disadvantages:

+ Impersonal: Low channel richness communication is impersonal and

one-way.
+ Slow feedback: It can be difficult to get feedback quickly with low
channel richness communication.
+ Limited interaction: Low channel richness communication lacks the
richness of two-way or rich channels because it doesn't allow for
reading body language or immediate feedback.
Câu II (35 %): What are the main factors that work-team effectiveness is based on, explain
in detail. (15%). Give one example in which a conflict might occur when people work in a
team, and if you were the manager, how can you deal with the problem mentioned (at least
three solutions)? (20%)

The effectiveness of the work team is measured by three results: productive output, personal
satisfaction, and the capacity to adapt and learn.

- Productive output how well the team achieves the set objectives in terms of both
performance and the quality and quantity of task outputs.
+ According to BrightHr, the purpose of teamwork is to work collaboratively,
support each other, and contribute their best to achieve better results and
effectiveness
+ To reach their goals related to the quantity, quality, or timely delivery of
outputs (Rousseau & Aubé, 2010), the team should utilize collective
strengths by leveraging the complete potential and capabilities of all team
members.
- Personal satisfaction pertains to the team’s ability to meet the personal needs of its
members, and hence maintain their membership and commitment.
+ According to Maslow's hierarchy of needs, people have many needs to fulfill.
Therefore, personal satisfaction helps members to accomplish their tasks
better because they feel appreciated while working in a team.
- The capacity to adapt and learn refers to a team's ability to acquire and apply new
knowledge and skills to their work. This capability enhances the organization’s
potential to effectively respond to emerging challenges or seize new opportunities in
its environment.
+ For example: A software development team working on web applications realizes
that their current framework is becoming outdated, leading to slower performance
and reduced client satisfaction. To stay competitive, the team needs to adopt a new,
more efficient framework that has gained popularity in the industry.

The situation: Imagine a team working on a critical project where one member prefers a
highly structured approach with detailed planning, while another team member is more
spontaneous and flexible, preferring to adapt as they go. These different work styles create
tension as the structured member becomes frustrated with what they perceive as
disorganization, while the flexible member feels restricted by too much planning. The conflict
starts to affect team communication and overall productivity.
If I am a manager, I will:

Address the Issue Early:

● Arrange a meeting with the team to openly discuss the differences in work
styles that are causing friction. Recognize that both approaches have their
strengths and value.

Promote Open Communication:

● Encourage the team members to share their perspectives and listen to each
other’s points of view without judgment. This helps foster understanding and
empathy.

Find a Balanced Approach:

● Suggest a hybrid method that incorporates both planning and flexibility. For
example, establish an initial structure with key milestones but allow some
room for adaptability during the project.

Clarify Roles and Responsibilities:

● Clearly define the roles of each team member, specifying who handles which
aspects of the project. This can help prevent overlap and reduce tension.

Monitor Progress and Adapt:

Regularly check in on the team’s progress and be open to making adjustments if

necessary. Offer support and mediation if conflicts resurface.

Outcome:

By addressing the issue constructively and promoting a balance of work styles, the
manager can enhance collaboration, reduce tension, and ensure that the team is
productive and cohesive. This approach not only resolves the current conflict but
also sets a positive precedent for handling future disagreements.

Câu III (30 %): Present three main themes that strategic human resource management
covers (30%).

- Finding the right people: The first step in finding the right people is human resource
planning, in which managers or HRM professionals predict the need for new
employees based on the types of vacancies that exist. By using the matching model,
the organization and the individual attempt to match the needs, interests, and values
that they offer each other
+ Human resource planning: is the forecasting of HR needs and the projected
matching of individuals with expected vacancies.
+ Recruiting is defined as “activities or practices that define the characteristics
of applicants to whom selection procedures are ultimately applied.”
+ Basic building blocks of HRM include job analysis, job descriptions, and job
specifications: Job analysis is a systematic process of gathering and
interpreting information about the essential duties, tasks, and responsibilities
of a job, as well as about the context within which the job is performed. job
 description, which is a clear and concise summary of the specific tasks,
duties, and responsibilities, and job specification, which outlines the
knowledge, skills, education, physical abilities, and other characteristics
needed to perform the job adequately.

+ Realistic Job Previews: Job analysis also enhances recruiting effectiveness by

enabling the creation of realistic job previews (RJPs), which give applicants all
pertinent and realistic information—positive and negative—about the job and the
organization.
+ Social Media: Smart managers do much of their recruiting today via the Internet,
including social media sites such as LinkedIn, Facebook, and Twitter. Interestingly, a
survey by staffing services firm Spherion found that high-achieving young
professionals deem a company’s social media reputation as important as the job
offer when considering which company they want to work for. LinkedIn’s 2013 Global
Recruiting Trends Report surveyed 3,300 talent acquisition managers around the
globe and found that HR

Selecting

In the selection process, employers assess applicants’ characteristics in an attempt

to

determine the “fit” between the job and applicant characteristics. The most frequently

used selection devices are the application form, interview, and employment test.

Application Form

The application form is used to collect information about the applicant’s education,

previous job experience, and other background characteristics.

Interview: Some type of interview is used as a selection technique in almost every job
category in nearly every organization. This is another area where the organization
can get into legal trouble if the interviewer asks questions that violate EEO
guidelines.

Employment Test

Employment tests may include cognitive ability tests, physical ability tests,
personality inventories, and other assessments.

Online Checks

The Internet gives recruiters and hiring managers a new way to search for a
candidate’s criminal record, credit history, and other indications of honesty, integrity,
 and stability.

Attracting an Effective Workforce:Maintenance of the current workforce involves

compensation, wage and salary systems, benefits, and (occasionally) termination.

Compensation: refers to all monetary payments and all nonmonetary goods or benefits used
to reward employees.

+ Wage and Salary Systems :Ideally, management’s strategy for the organization
should be a critical determinant of the features and operations of the pay system.89
For example, managers may have the goal of maintaining or improving profitability or
market share by stimulating employee performance. Thus, they should design and
use a merit pay system rather than a system based on other criteria such as
seniority.
+

Manage the talent: Following selection, the next goal of HRM is to develop employees into
an effective workforce. Key development activities include training and performance
appraisal. Performance appraisal refers to observing and assessing employee performance,
recording the assessment, and providing feedback to the employee. During performance
appraisal, skillful managers give feedback and praise concerning the acceptable elements of
the employee’s performance.

Training and Development: represent a planned effort by an organization to facilitate

employees’ learning of job-related skills and behaviors.

❖ On-the-Job Training: The most common method of training is on-the-job-

training (OJT), in which an experienced employee is asked to teach a new employee how to
perform job duties.

❖ Social Learning: refers to using social media tools to network and learn
informally.

❖ Corporate Universities: is an in-house training and development facility that

offers broad-based learning opportunities for employees.

❖ Promotion from Within: Another way to further employee development is

through promotion from within, which helps companies retain and develop
valuable people. Promotions provide more challenging assignments, prescribe
new responsibilities, and help employees grow by expanding and developing
their abilities.

❖ Mentoring and Coaching