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TeamC-Change&Communication Plan

Communication apprehension is also referred to as

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Communication apprehension is also referred to as social anxiety. People with social anxiety can experience tension, nervousness, and anxiety during oral or written communication. To overcome these communication barriers, it is very important for the managers at Riordan understand the demographics such as age, gender, and cultural background of the employees. They need to have had some personal experience with them to understand if any other barriers such as social anxiety, emotions, or selective perception exists is any of them. This will allow them to convey the message about the proposed change effectively by understanding potential barriers. The message and the way the message is conveyed to the employees will determine how well the employees receive it and understand it. The managers need to be aware that people may respond to the news of the change negatively and they need to be open to any comments, suggestions, and criticism. This will let employees think that their ideas and thoughts are valuable and heard. Changes to the way Riordan tracks customer information are under way by the Sales & Marketing Department. The Customer Management System
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8 Team was asked to consolidate customer information from sales custom plastics, sales plastic beverage containers, sales fans, sales international, and marketing within the Sales & Marketing Department in a new system. The new system will store information for customers to include price paid, cost, margin, discount given, unit and dollar volume of each product, dates of order, dates of delivery, and dates of payment. The change will help Riordan better serve customers efficiently. As Martin Luther King once said, “change does not roll in on the wheels of inevitability, but rather comes through continuous struggle.” We cannot continue to rely on certain individuals and hope that they are managing all our customer information effectively. We simply cannot afford potential human record keeping errors when we are dealing with the people who write out paychecks. Fortunately, we have a solution that will remove the burden of self-managing those important records. Riordan Manufacturing will implement a maintenance-free data entry system that will store formally and allow updates to our customer information records. This will allow the employees formerly responsible for that to focus and dedicate more of their time to their required tasks, ensuring more efficient results. Staying connected with our customers will improve our service and strengthen our relationship through better information stored in our database. Accuracy of the information is imperative to the knowledge we have for each customer and improves our customer relations. Individual record systems have become insufficient for quality assurance and information organization. Improving our technology will provide access and easily connect all employees to
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9 Change Management and Communication Plan customer’s information. Learning the new system induces challenges that create stress; support will be provided by establishing value that continues the vision of urgency for these organizational improvements. References Robbins, S. P., & Judge, T. A. (2011). Organizational Behavior (14th ed). Upper Saddle River, NJ: Pearson/Prentice Hall. Lee, S. (n.d.). Managing Resistance to Change. Retrieved from Business Improvement Architects: www.bia.ca/articles/chng-managing resistance.htm
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